A

PRO1ECT REPORT
ON
CUSTOMER SATISFACTION
IN
SUBMITTED IN PARTIAL FULFILLMENT OF AWARD OF DEGREE OF
BACHELOR IN BUSINESS ADMINISTRATION
Affiliated To : C.C.S. Unie!"it#$ Noida
ACADEMIC SESSION
%&'(')&'(*+
INSTITUTE OF MANAGEMENT STUDIES,
A-8, B-IMS, Campus, Sec-62, NOIDA
SUBMITTED TO: SUBMITTED B,:
M!. At-le". S.a!/a S-0eet 1-/a!
2Fa3-lt# of BBA De4a!t/ent5 Roll No 6 7(789(*
BBA 6 :It. Se/.
1
DECLARATION
I Sujeet Kumar pursuing Bachelor of Business Administration (BBA) from IMS, Noida in
session 2010-2013. I Hereby Declare That This summer training project report titled
CUSTOMER SATISFACTION ON HYUNDAI MOTORS is the outcome of my on
effort at M. R. Hyundai organi!ation under the guidance of Mr. SUMIT SHARMA (G.M).
The same report has not been submitted earlier to any institute"#ni$ersity for aarding the any
degree"diploma of Bachelor of Business Administration` are any other professional course. if
there ill be any $iolation of I%& than I ill be solely responsible to that and in institute"
uni$ersity has right to cancelled my degree.
Date'''''
Place SIGNATURE IN FULL..........
Sujeet Kumar
2
ACKNOWLEDGEMENT
(s a student) a lot of guidance is needed to me for preparing this report. I am $ery grateful to of
Hyundai *otor India +imited ithout hose guidance and help the +ast but not the least I
ould li,e to than,s to (cademics ithout hose feedbac, and encouragement this
project ould not ha$e been possible. Their help has gone a long ay in successful
completion of my project.
research ould ne$er been possible.
I am also indebted to number of consumers for sharing their insight and e-periences ith me.
I ould li,e to than, colleagues and friends from I*.) /oida and elsehere for their help and
assistance in the compilation of this or,.
(t last but not least) I ould li,e to than,s all those ho directly or indirectly helped me to
prepare this project report.
I ould li,e to than, to my e-ternal guide *r. (tulesh .harma 01aculty of 22( Dept.3.
SUJEET KUMAR
BBA-VITH SEM.
3
TABLE OF CONTENST
Title %age /o.4
%art 14
(bout 5ustomer .atisfaction 6
Introduction of organi!ation 7
2rief history of the organi!ation 16
8rgani!ation %erformance 19
8rgani!ation products"ser$ices 1:
*ajor challenges of the organi!ation 6:
%art 24
Introduction of problem 90
8bject of study 91
+iterature re$ie 92
.cope of study 93
&esearch *ethodology 9;
Data %resentation 9<
:7
&esults = 1indings
.uggestion <0
+imitation <1
5onclusion <2
;
%art 34
2ibliography <3
(nne-ure <;
6
ABOUT CUSTOMER SATISFACTION:
Customer satisfaction) a business term) is a measure of ho products and ser$ices supplied by a
company meet or surpass customer e-pectation. It is seen as a ,ey performance indicator ithin
business and is part of the four of a 2alanced .corecard.
In a competiti$e mar,etplace here businesses compete for customers) customer satisfaction is
seen as a ,ey differentiator and increasingly has become a ,ey element of business strategy.
>1?
Hoe$er) the importance of customer satisfaction diminishes hen a firm has increased
bargaining poer. 1or e-ample) cell phone plan pro$iders) such as (T=T and @eri!on)
participate in an industry that is an oligopoly) here only a fe suppliers of a certain product or
ser$ice e-ist. (s such) many cell phone plan contracts ha$e a lot of fine print ith pro$isions that
they ould ne$er get aay if there ere) say) a hundred cell phone plan pro$iders) because
customer satisfaction ould be ay too lo) and customers ould easily ha$e the option of
lea$ing for a better contract offer.
There is a substantial body of empirical literature that establishes the benefits of customer
satisfaction for firms.
A. Introduction
(lthough companies conduct customer satisfaction research for $arious reasons) the o$erall goal
is to help them Astay as close to their customers as humanly possible.B90 *any leading edge
companies and research firms focus on obtaining useful feedbac, from customers and clients and
con$erting it into AactionableB steps to impro$e their performance. .ome ant feedbac, from
customers about e-isting or ne products and ser$ices. 8thers ant to ,no ho to target their
resources on issues of concern to customers. .till others ant to demonstrate a commitment to
listening to their customers. (s a by-product) customer feedbac, can pro$ide actual e-amples of
good and bad practices for employee training and continuous impro$ement efforts. The
organi!ationCs objecti$es define hat it ants to learn from customers and guides ho the
information is collected. D-perts ad$ise that first defining measurable objecti$es ill allo
organi!ations to Alearn the effecti$eness of your sur$ey) and it ill help you in rein$esting the
information you learned.B92 In general) the research focus is ho reliably the organi!ation
fulfills customer satisfaction and hat can be done to impro$e. AThe most acti$e $erb hen you
9
spea, in the $ocabulary of customer satisfaction is to improve.B Ho freEuently an organi!ation
measures customer satisfaction depends on the nature of its ser$ice and hat it ants to gain. 1or
instance) if customers ma,e daily decisions about the ser$ices offered) freEuent measurement is
appropriate. *any consumer product and ser$ice companies need this type of day-to-day or
ee,ly information.
The /ational %erformance &e$ie 0/%&3 found that Abest-in-businessB organi!ations solicit
feedbac, from customers before) during) and after ser$ice. The methods chosen for measuring
customer satisfaction depend on customer characteristics) time a$ailability) costs) and the
information an organi!ation hopes to gather. *any of the top performing companies identified
by the /%& used sophisticated mar,et research techniEues4 A1eedbac, as obtained through
customer focus groups) customer usage and attitude sur$eys) supplier and partner sur$eys) and
detailed telephone) mail) and personal inter$ies. In one case) thousands of customer sur$eys
ere mailed out each ee,. (nother company maintained a detailed database containing all
pertinent facts about its customersC reEuirements.B96 5ommon methods of gathering customer
satisfaction information in the commercial orld include 1-<00 numbers) comment cards)
telephone sur$eys) mail-based sur$eys) focus groups) group inter$ies) and direct contact
beteen customers and employees. &ecently) online sur$eysFthrough pop-up indos) lin,s)
or email in$itationsFha$e become popular ith many companies. Dach method or combination
of methods has ad$antages and disad$antages. This section describes fi$e strategies for customer
satisfaction research an impro$ement .
Measuring customer satisfaction
8rgani!ations need to retain e-isting customers hile targeting non-customers.
>2?
*easuring
customer satisfaction pro$ides an indication of ho successful the organi!ation is at pro$iding
products and"or ser$ices to the mar,etplace.
5ustomer satisfaction is an abstract concept and the actual manifestation of the state of
satisfaction ill $ary from person to person and product"ser$ice to product"ser$ice. The state of
satisfaction depends on a number of both psychological and physical $ariables hich correlate
ith satisfaction beha$iors such as return and recommend rate. The le$el of satisfaction can also
$ary depending on other factors the customer) such as other products against hich the customer
can compare the organi!ationGs products.
:
Hor, done by %arasuraman) Ieithaml and 2erry 0+eonard +3
>3?
beteen 17<6 and 17<<
deli$ered .D&@J#(+ hich pro$ides the basis for the measurement of customer satisfaction
ith a ser$ice by using the gap beteen the customerGs e-pectation of performance and their
percei$ed e-perience of performance. This pro$ides the researcher ith a satisfaction KgapK
hich is semi-Euantitati$e in nature. 5ronin and Taylor e-tended the disconfirmation theory by
combining the KgapK described by %arasuraman) Ieithaml and 2erry as to different measures
0perception and e-pectation3 into a single measurement of performance relati$e to e-pectation.
The usual measures of customer satisfaction in$ol$e a sur$ey
>;?
ith a set of statements using a
+i,ert TechniEue or scale. The customer is as,ed to e$aluate each statement in terms of their
perception and e-pectation of performance of the ser$ice being measured.
Methodologies
This section may contain excessive, poor or irrelevant examples. Lou can impro$e the article
by adding more descripti$e te-t. .ee Hi,ipediaGs guide to riting better articles for further
suggestions. (March 2009)
(merican 5ustomer .atisfaction Inde- 0(5.I3 is a scientific standard of customer satisfaction.
(cademic research has shon that the national (5.I score is a strong predictor of Mross
Domestic %roduct 0MD%3 groth) and an e$en stronger predictor of %ersonal 5onsumption
D-penditure 0%5D3 groth. 8n the microeconomic le$el) research has shon that (5.I data
predicts stoc, mar,et performance) both for mar,et indices and for indi$idually traded
companies. Increasing (5.I scores has been shon to predict loyalty) ord-of-mouth
recommendations) and purchase beha$ior. The (5.I measures customer satisfaction annually for
more than 200 companies in ;3 industries and 10 economic sectors. In addition to Euarterly
reports) the (5.I methodology can be applied to pri$ate sector companies and go$ernment
agencies in order to impro$e loyalty and purchase intent. To companies ha$e been licensed to
apply the methodology of the (5.I for both the pri$ate and public sector4 51I Mroup) Inc.
applies the methodology of the (5.I offline) and 1oresee &esults applies the (5.I to ebsites
and other online initiati$es. (.5I scores ha$e also been calculated by independent researchers)
for e-ample) for the mobile phones sector)
>6?
higher education)
>9?
and electronic mail.
>:?
The Nano model is a theory of product de$elopment and customer satisfaction de$eloped in the
17<0s by %rofessor /oria,i Nano that classifies customer preferences into fi$e categories4
<
(ttracti$e) 8ne-Dimensional) *ust-2e) Indifferent) &e$erse. The Nano model offers some
insight into the product attributes hich are percei$ed to be important to customers. Nano also
produced a methodology for mapping consumer responses to Euestionnaires onto his model.
7
INTRODUCTION
Hyundai *otor India +imited 0H*I+3 is a holly oned subsidiary of Hyundai *otor
5ompany) .outh Norea and is the second largest car manufacturer and the largest passenger car
e-porter from India. H*I+ presently mar,ets 3; $ariants of passenger cars across se$en models.
The .antro in the 2 segment) the Met! %rime) i10 and the %remium hatchbac, i20 in the 2O
segment) the (ccent and the @erna in the 5 segment) the .onata Transform in the D segment and
the Tucson in the .#@ segment.
Hyundai *otor India +td) continuing ith its tradition of being the fastest groing passenger car
manufacturer) registered total sales of ;<7)32< $ehicles in the calendar year 05L3 200<) an
increase of ;7.9 percent o$er 5L 2007. In the domestic mar,et it cloc,ed a groth of 22.;
10
Introduction of organization
percent ith 2;63<: units in 2010) hile o$erseas sales gre by 72.6 percent) ith e-ports
accounting for 2;3)731 units in 2007
H*I+Gs fully integrated state-of-the-art manufacturing plant near 5hennai boasts of the most
ad$anced production) Euality and testing capabilities in the country. In continuation of its
commitment to pro$ide the Indian customer ith global technology) H*I+ commissioned its
11
Vision:
To become one of the top fi$e global
automa,ers. To achie$e this daring $ision) the
company initiated a far seeping corporate
restructing program hile bolstering its &=D
efforts to produce automobiles that meet e$ery
higher standard of Euality) safety and
en$ironmental friendliness.
*a,ing the best use of synergy effects ith
Nia *otors) Hyundai *otor 5ompany has set
its sights on pro$iding the finest customer
ser$ice) up-to-date technology) flaless Euality
and the best $alue in the industry. In addition)
the company ill focus its &=D efforts on the
de$elopment of more en$ironment-friendly
technologies) hile at the same time more
aggressi$ely implementing its K.igma 9)K
Euality impro$ement campaign that ill earn
the greater trust of its customers and ultimately
contribute to impro$ed business profitability.
New Technologies.
%ristine natural en$ironment is a birthright and
is perhaps the most important legacy e can
beEueath to our children and future
generations. 8ur efforts to de$elop GgreenerG
technologies are unrelenting as e see, ne
ays to protect the planet from further
en$ironmental damage. The company is
placing increasingly greater effort on the
de$elopment of en$ironment-friendly poer
plants hich are poered by a $ariety of
alternati$e fuels and hich emit less pollution
than con$entional combustion engines.
Future car development.
Hyundai *otor 5ompanyGs ambition to become
one of the top fi$e global automa,ers ould be
impossible to achie$e ithout continuous
in$estment into the de$elopment of future-
oriented concept cars that ha$e come to ser$e
as barometers of competiti$eness) technology
and creati$ity.
second plant in 1ebruary 2010 hich produces an additional 300)000 units per annum) raising
H*I+Gs total production capacity to 900)000 units per annum.
H*I+ has in$ested to e-pand capacity in line ith its positioning as H*5Gs global e-port
hub for compact cars. (part from the e-pansion of production capacity) H*I+ currently has 2:2
strong dealer netor,s across India) hich ill be further bolstered in 2010.
In 200<) H*I+ also successfully completed 10 glorious years of operations in India and to
commemorate its achie$ements) initiated a uniEue trans-continental dri$e from Delhi to %aris in
to of its hugely popular i10 Nappa cars. The dri$e created automobile history by completing a
distance of 10)000,m in just 1: days after hich the i10s ere shocased at the %aris *otor
.ho in 8ctober. In fact it as at the %aris *otor .ho that H*I+ first un$eiled the Hyundai
i20 and the car recei$ed a phenomenal response from the auto enthusiasts across the orld.
Hyundai *otor India also accomplished the landmar, of producing the fastest 20th la,h cars in
India in 200<.
+i,e 2007) the year 2010 had also been a significant year for Hyundai *otor India. It achie$ed a
significant milestone by rolling out the fastest ;00)000th e-port car. Hyundai e-ported to o$er 76
countries globallyP e$en as it plans to continue its thrust in e-isting e-port mar,ets) it is gearing
up to step up its foray into ne mar,ets. 200: also sa the launch of the i10 and yet another
path-brea,ing record in its young journey by rolling out the fastest 1)600)000th car.
HyundaiGs ne model i10 made a clean seep of all the G5ar of the Lear 200<G aards from the
leading automoti$e maga!ines and T@ channels li,e 2. *otoring) 5/25-T@1< (uto5ar)
/DT@ %rofit 5ar = 2i,e India and 8$erdri$e maga!ine. The i10 as also the choice of the
discerning automoti$e media of the country as they conferred the prestigious GIndian 5ar of the
LearG 0I58TL3 aard to the i10 as ell.
The .antro and the (ccent also recei$ed the GT/. @oice of the 5ustomer - 200<G aard
for the %remium 5ompact 5ar 0.antro3 and the Dntry *id si!e 5ar 0(ccent3. In *arch 200< it
achie$ed yet another milestone by rolling out the fastest 600)000th e-port car.
In 200:) the Hyundai @erna had also bagged some of the most prestigious aards starting ith
the 8$erdri$e maga!ineCs Q5ar of the Lear 200:C) the Q2est *id-si!e 5ar of the LearC aard
12
Vision:
To become one of the top fi$e global
automa,ers. To achie$e this daring $ision) the
company initiated a far seeping corporate
restructing program hile bolstering its &=D
efforts to produce automobiles that meet e$ery
higher standard of Euality) safety and
en$ironmental friendliness.
*a,ing the best use of synergy effects ith
Nia *otors) Hyundai *otor 5ompany has set
its sights on pro$iding the finest customer
ser$ice) up-to-date technology) flaless Euality
and the best $alue in the industry. In addition)
the company ill focus its &=D efforts on the
de$elopment of more en$ironment-friendly
technologies) hile at the same time more
aggressi$ely implementing its K.igma 9)K
Euality impro$ement campaign that ill earn
the greater trust of its customers and ultimately
contribute to impro$ed business profitability.
New Technologies.
%ristine natural en$ironment is a birthright and
is perhaps the most important legacy e can
beEueath to our children and future
generations. 8ur efforts to de$elop GgreenerG
technologies are unrelenting as e see, ne
ays to protect the planet from further
en$ironmental damage. The company is
placing increasingly greater effort on the
de$elopment of en$ironment-friendly poer
plants hich are poered by a $ariety of
alternati$e fuels and hich emit less pollution
than con$entional combustion engines.
Future car development.
Hyundai *otor 5ompanyGs ambition to become
one of the top fi$e global automa,ers ould be
impossible to achie$e ithout continuous
in$estment into the de$elopment of future-
oriented concept cars that ha$e come to ser$e
as barometers of competiti$eness) technology
and creati$ity.
from /DT@ %rofit 5ar = 2i,e India) the Q2est @alue for *oney 5arC from 5/25 (utocar and
G%erformance 5ar of the LearG from 2usiness .tandard *otoring.
Hyundai cars ha$e been a fa$orite at all aards ceremonies and has on many aards.
The .onata Dmbera on the GD-ecuti$e 5ar of The Lear 2009G aard from 2usiness .tandard
*otoring maga!ine and /DT@ %rofit 5ar = 2i,e India had declared the Tucson as the G.#@ of
The Lear 2009G.
/ot only this) H*I+ has also been aarded the benchmar, I.8 1;001 certification for its
sustainable en$ironment management practices.
Juality. 2rand poer. These are the to priorities for Hyundai *otor 5ompany as it prepares
for the future. /o longer content to follo and learn) Hyundai is no see,ing to lead the motor
industry in shaping the e$olution of motor $ehicles. Hith HyundaiGs publicly stated goal of
becoming one of the top fi$e carma,ers in the orld by 2010) the Hyundai brand ill reEuire
careful repositioning. *anagement reali!es that achie$ing this goal ill reEuire strong
determination) resol$e but) abo$e all) stronger public confidence in the Hyundai name.
It ill also carry ith it a ne set of responsibilities) such as greater transparency in
management and the en$ironmental) social and economic facets of sustainable de$elopment. 2y
publicly announcing a ne global en$ironment management body last year) Hyundai reiterated
its commitment to leadership in the social sphere. Hyundai reinforced its place as a top-rated
carma,er by inning the 2003 Mlobal (utomoti$e .hareholder @alue (ard presented by
13
%riceHaterhouse 5oopers and (utomoti$e /es. (nd for the second consecuti$e year)
Hyundai captured top honors in the 5onsumers .atisfaction .ur$ey conducted by R.D. %oer
and (ssociates hich also rated the Hyundai .onata first in its 2002 and 2003 Initial Juality
.ur$ey.
2y acti$e implementation of four management policies in 200;) Hyundai ill accelerate
the speed of de$elopment. 1irst) Hyundai ill step up global management by establishing local
support systems across the globe to maintain momentum as a groing global player) e-pand
o$erseas manufacturing bases and raise &=D capabilities abo$e the industry standard.
.econdly) by repositioning its brand identity to be ,non as a ma,er of refined and elegant
automobiles Hyundai ill enhance its brand $alue. (nd by impro$ing its product de$elopment
system Hyundai ill ma-imi!e the company is $alue.
Thirdly) Hyundai ill maintain its sustainable management capabilities. Hyundai ill de$ote
itself to fulfilling social responsibilities as a global carma,er by de$elopment safer and more
en$ironmentally friendly $ehicles hile respecting fundamental $alues) stri$ing for ethical
management and e-panding contributions to social causes.
+astly) Hyundai ill attach greater importance to human resources. He ill e-pand the
recruitment of engineers and global specialistCs multi-lingual talented indi$iduals ho are at
home anyhere in the orld.
Hyundai *otor ill reinforce its position of strength and confidence by continually impro$ing
its management capabilities.
(nd by promoting the de$elopment of national and international co-prosperity) the company
ill raise its net $alue.
1;
.D&@J#(+ or &(TD& is a ser$ice-Euality frameor, that has been incorporated into
customer-satisfaction sur$eys 0e.g.) the re$ised /oregian 5ustomer .atisfaction 2arometer
><?
3
to indicate the gap beteen customer e-pectations and e-perience.
R.D. %oer and (ssociates pro$ides another measure of customer satisfaction) ,non for its top-
bo- approach and automoti$e industry ran,ings. R.D. %oer and (ssociatesG mar,eting research
consists primarily of consumer sur$eys and is publicly ,non for the $alue of its product aards.
8ther research and consulting firms ha$e customer satisfaction solutions as ell. These include
(.T. NearneyGs 5ustomer .atisfaction (udit process)
>7?
hich incorporates the .tages of
D-cellence frameor, and hich helps define a companyCs status against eight critically
identified dimensions.
1or 2usiness to 2usiness 02223 sur$eys there is the InfoJuest bo->1?. This has been used
internationally since 17<7 on more than 110)000 sur$eys 0/o$ G073 ith an a$erage response rate
of :2.:;S. The bo- is targeted at Kthe most importantK customers and a$oids the need for a
blan,et sur$ey.
16
BRIEF HISTORY OF HYUNDAI MOTOR COMPANY
Dstablished in 179:) Hyundai *otor 5o. has gron into the Hyundai-Nia (utomoti$e Mroup
hich as ran,ed as the orldCs fifth-largest automa,er in 200: and includes o$er to do!en
auto-related subsidiaries and affiliates. Dmploying o$er :6)000 people orldide) Hyundai
*otor posted sales of #.T:;.7 billion in 200: on a consolidated-basis and #.T32.< billion on a
non-consolidated basis. Hyundai $ehicles are sold in 173 countries through some 9)000
dealerships and shorooms.
Hyundai is e-panding its globali!ation efforts ith fresh in$estments in 5hina) the #nited
.tates and Tur,ey) apart from India. It has emerged as one of the largest car manufacturers in the
orld and is currently positioned at fifth ran, globally. The goal is to surge into the global top 3
by 2010.
19
ORGANISATION PERFORMANCE

H*I+ gets 5.& aard from Tamil /adu Deputy 5hief
*inister *r. *. N. .talin

Hyundai i10 ins G.mall 1amily 1a$ourite 5ar (ardG
by 5arHale.com

Hyundai i20 ins the Q@ieerCs 5hoice (ardC at the
8$erdri$e 5/25 T@ 1< (ards 2010.

Hyundai *otor India +td ins the aard for Q5ustomer
.er$iceC at the (pollo (uto India 2est 2rand (ards
2010.

Hyundai i20 ins the QDesign of the LearC aard at the
/DT@ %rofit 5ar = 2i,e (ards 2010.

Hyundai i10 brand ambassador .hahru,h Nhan ins the
Q2rand (mbassador of the LearC aard at /DT@ %rofit
5ar = 2i,e (ards 2010.
1:
Organization Products
H*I+ presently mar,ets o$er 3; $ariants of passenger cars across se$en models) the .antro) i10
and Met! in the 2 segment) the (ccent in the 5 segment) the @erna in the D segment) t .onata in
the D segment and the Tucson in the .#@ segment. &ecently it has introduced i-20 in 2O
segment.
Santro

Standard Features
Santro
Non-
AC GL GLS
Fuel Option
%etrol . . .
+%M - . .
5/MU . . .
Safety &
Security
5hild-.afety &ear Door +oc,s . . .
Dual .ide Impact 2eams . . .
.eat 2elts - 1ront = &ear . . .
Dnergy (bsorbing .teering 5olumn
" 5ollapsible . . .
Day = /ight Inside &ear @ie
*irror - . .
5entral +oc,ing - - .
.elf +oc,ing Doors . . .
1<
Exterior
5lear Headlamps = Tail lamps . . .
8&@* - %assenger .ide - . .
Tinted Mlass - . .
2ody 5olour 2umper - - .
Detachable 2umper Insert
*oulding . . .
Haistline *oulding - - .
2ody 5olour &adiator Mrille . . .
&ear .poiler - - .
1ull Hheel 5o$er - - .
Interior
2 Tone 2eige = 2ron Interior Ney
colour . . .
2 = 5 %illar Trims . . .
&ear %arcel Tray - . .
1ront .pea,er Mrille on Dashboard . . .
&ear .pea,er Mrille . . .
(sh Tray . . .
1ront *ap +amp . . .
.il$er 1inish 5entre 5onsole = (5
@ents . . .
5up holders . . .
Dri$er side 1ront Door *ap %oc,et - - .
Door Trim ith 1abric Insert - - .
Seating
.eating 5apacity 6 6 6
&ear .eat Double 1olding . . .
.porty 1ront .eats . . .
Integrated &ear .eat Head
&estraints . . .
2eige = 2ron .eat #pholstery - . .
Comfort &
Convenience
("5 - . .
Heater . . .
Trip meter " 8dometer . . .
+o 1uel Harning +amp . . .
%oer .teering - . .
Internally (djustable 8&@*s - - .
%oer Hindos V 1ront - - .
17
&emote 1uel +id 8pener . . .
&emote Tail Mate &elease . . .
Intermittent 1ront Hiper = Hasher . . .
Technical specification
SANTRO
1.1 L Petrol
DIMENSIONS
8$erall +ength 0mm3 3)696
8$erall Hidth 0mm3 1)626
8$erall Height 0mm3 1)670
Hheelbase 0mm3 2)3<0
1ront Trac, 0mm3 1)316
&ear Trac, 0mm3 1)300
*in. Turning &adius 0m3 ;.;
.eating 5apacity 6 %ersons
1uel Tan, capacity 0litre3 36
ENGINE
Displacement 0cc3 1)0<9
*a-imum %oer 0%s " rpm3 93 " 6)600
*a-imum TorEue 0Ngm " rpm3 7.< " 3000
TRANSMISSION Type
6-.peed *anual ith
o$erdri$e in ;th and
6th
SUSPENSION
1ront
*c %herson .trut ith
5oil .pring
&ear
Torsion 2eam (-le
ith 5oil .pring
BRAKES
1ront @entilated Disc
&ear .elf (djusting Drum
TYRE .i!e
166":0 &13) Tubeless
&adial
DESIGN:
20
The ne .antro Wing sports stunning design changes hich include refreshing e-teriors and
ne loo, lu-urious interiors. The ne front radiator grille) the full heel co$er and the rear
spoiler ma,es the ne .antro Wing aesthetically more appealing and sporty. Hith metallic
touches at multiple locations and plush ne to tone beige and bron color scheme) the ne
.antro Wing adds elegance and style to the e-isting great loo,s.
ENGINEERING:
ENGINE:
The Hyundai .antro is poered by the ad$anced Hyundai Dpsilon engine. Dmploying a patented
cylinder head design ith dual inlet $al$es) tumble ports and pent roof combustion chamber) this
engine produces incredible poer at a much loer rpm compared to any other car in its category.
Hith its uniEue engine management the computer continuously sensing hatGs happening inside
the engine) to constantly monitoring the engine performance) ma,es it ama!ingly responsi$e to
your touch and feel.
De$eloped to e-acting global specifications at its fully integrated manufacturing plant near
5hennai) the ne Hyundai 12@ .8H5) inline ; cylinders) 10<9cc Dpsilon engine fired by a
Distributor less Ignition .ystem 0D+I3) deli$ering an ama!ing 93%s of poer at 6600rpm and an
impressi$e torEue is 7.< ,gm at 3000 rpm.
The re$olutionary D+I .ystem does aay ith the distributor that ears aay and needs
periodic replacement) thereby significantly reducing maintenance cost. The D+I system also
allos for more precise control of spar, timing resulting in impro$ed fuel efficiency) reduced
emission and increased poer.
The multi-point fuel injection system along ith dual inta,e $al$es meters the e-act amount of
fuel that your engine needs hile a Nnoc, .ensor ta,es care of $arying Indian fuel Euality.
(ll these ad$anced features ma,e the .antro surprisingly fuel efficient and guarantees an engine
efficiency that surpasses Duro II norms.
21
I-10
Standard Feature
1.1 Irde 1.1/1.2 1.2 Kappa
D-Lite Era Magna Sportz
Ast
a
EXTERIOR 5lear Headlamps
= &ear
5ombination
+amp . . . . .
8utside &ear @ie
*irror . . . . .
Tinted Mlass . . . . .
2ody 5olored
8&@* - - . . .
2ody 5oloured
2umper - . . . .
2ody 5oloured
.ide Door Handles - - . . .
2ody 5oloured
Tail Mate Handle - - . . .
Haistline
*oulding - - . . .
&adiator Mrille .il$er 1inish
5hrom
e
5hrom
e
5hrom
e
5hr
ome
&ear .poiler ith
H*.+ - - - . .
1ull Hheel 5o$er - - . . .
22
.unroof - - - - 8
1.1 iRDE 1.1/1.2 1.2 Kappa
D-Lite Era Magna Sportz
Ast
a
INTERIOR
Dual Tone 2eige
Interior Ney colour . . . . .
*oulded 1r = &&
Door Trim "
.pea,er %ro$ision . . . . .
&ear %arcel Tray - - . . .
Delu-e 1ront
&oom +amp . . . . .
5up holders . . . . .
1ront Door *ap
%oc,et - . . . .
1ront Door 1ull
.i!e (rm &est - . . . .
&ear Door 1ull
.i!e (rm &est - - . . .
Dri$er"5o Dri$er
.eat 2ac, %oc,et - - - . .
*etal 1inish Inside
Door Handles - - - . .
.teering Hheel -
+eather Hrapped - - - - .
Mear .hift Nnob -
+eather Hrapped - - - - .
%ar,ing +e$er Mrip
- +eather Hrapped - - - - .
&ed .port! %ac, - - - 8U -
1.1 iRDE 1.1/1.2 1.2 Kappa
D-Lite Era Magna Sportz
Ast
a
INSTRUMEN
T PANEL
Tachometer - - . . .
Dlectronic Trip
meter . . . . .
Dlectronic
8dometer
. . . . .
23
Digital 5loc, - - . . .
+o 1uel Harning
+amp . . . . .
Door = Tailgate
(jar Harning - - - . .
.eat 2elt Harning - - . . .
Ignition ,ey
reminder - - - - .
2attery .a$er - - - - .
1.1 iRDE 1.1/1.2 1.2 Kappa
D-Lite Era Magna Sportz
Ast
a
i-&ela- 1ront .eats . . . . .
1ront %oer
Hindos - . . . .
&ear %oer
Hindos ith
5hild +oc, - - . . .
COMFORT
&
CONVENIEN
CE
Dri$er side 1ront
%oer Hindo
ith (utodon
and Illumination - - . . .
(ir 5onditioner
ith Heater . . . . .
; .peed 2loer . . - . .
*otor Dri$en
0Dlectronic3 %oer
.teering - . . . .
Tilt .teering - - . . .
1olding type &ear
.eat . . . . .
Internally
(djustable
8&@*s . . . . .
1oldable (ssist
Mrips . . . . .
&emote 1uel +id
8pener
. . . . .
2;
.eat 2elt Hoo,
ca$ity . . . . .
&ear Hiper =
Hasher - - - . .
Defogger V &ear - - - . .
%assenger @anity
*irror - . . . .
Dri$er @anity
*irror - - - . .
2oot"+uggage
+amp - - - . .
2 DI/ *usic
.ystem0&adioO5D
O*%33 ith digital
cloc, display - - - . .
; .pea,ers - - - . .
&oof (ntenna - - - . .
(utomatic
Transmission - - 8UUU 8 8UU
1.1 iRDE 1.1/1.2 1.2 Kappa
D-Lite Era Magna Sportz
Ast
a
&HD 5ontrols . . . . .
SAFETY &
SECURITY
Inside &r @ie
*irror 0Day =
/ight3 - . . . .
5entral +oc,ing 06
Doors3 - . . . .
Neyless Dntry
0Ney Type3 - - - - .
1ront - 1og +amps - - - - .
(2. - - - - .
.eatbelt
%retensioners - - - - .
Impact .ensing
(uto Door
#nloc,ing - - - - .
Dual (irbags - - - - .
26
Technical Specification
ITEMS
1.1 iRDE 1.2 Kappa
DIMENSIONS
8$erall +ength 0mm3 3696
8$erall Hidth 0mm3 1676
8$erall Height 0mm3 1660
Hheelbase 0mm3 23<0
Mround 5learance 0mm3 196
1ront Trac, 0mm3 1;00
&ear Trac, 0mm3 13<6
1uel Tan, capacity 0l3 36
ENGINE 1.1 iRDE 1.2 Kappa
/o.of cylinders ;
/o. of $al$es 12 19
@al$etrain 0type3 0.8H5 "
D8H53 .8H5 D8H5
Displacement 0cc3 10<9 117:
*a-imum %oer 0%s"rpm3 99.9"6600 <0"6200
*a-imum TorEue
0Ngm"rpm3 10.1"2<00 11.;";000
TRANSMISSION
Type
*anual . .
(utomatic - 8U
SUSPENSION
1ront .uspension
*c %herson
.trut ith
.tabili!er bar
&ear .uspension
5oupled
Torsion
2eam (-le
ith 5oil
.pring
BRAKES
29
1ront
@entilated
Disc
&ear Drum
TYRE
.i!e 166"<0 &13
Getz

Standard Features
Standard Features
Getz
1.1 Petrol 1.3 Petrol
GLE GVS
GVS
Option GLS GLX
Safety &
Security
5hild-.afety &r Door
+oc,s . . . . .
H*.+ . . . . .
Dual Horn . . . . .
Day = /ight Inside
&ear @ie *irror . . . . .
5entral +oc,ing 06
Door3 - . . . .
5lutch +oc, . . . . .
1ront - 1og +amps - - - . .
(2. - - - - .
Headlamp +e$elling
De$ice . . . . .
&HD 5ontrols . . . . .
Exterior 2oth .ide 8&@*s . . . . .
Tinted Mlass . . . . .
2ody 5olour 8&@*s - - - . .
2ody 5olour 2umper . . . . .
2:
2ody 5olour .ide
Door Handles - - - . .
2ody 5olour &ear
Marnish . . . . .
Detachable Insert -
2umper *oulding . . . . .
Haistline *oulding . . . . .
&ear .poiler ith
H*.+ - - . . .
Hheel 5o$er
Hub
5ap
Hub
5ap 1ull 1ull
(lloy
Hheel
(lloy Hheels - - - - .
2 = 5 %illar Trims . . . . .
2 Tone 2eige Interior . . . . .
&ear %arcel Tray . . . . .
Hooden 5entre
console - . . . .
*ap %oc,et - 1rnt
Door . . . . .
1ront Door 1ull .i!e
(rm &est . . . . .
&ear Door 1ull .i!e
(rm &est . . . . .
Door Trim ith
1abric Insert - . . . .
5entre 5onsole Tray . . . . .
+uggage
5ompartment side
tray . . . . .
TM. Nnob - *etal
1inish . . . . .
1oldable (ssist Mrips . . . . .
Instrument
Panel
Tachometer . . . . .
Dlectronic Tripmeter . . . . .
Digital 5loc, . . . . .
+o 1uel Harning . . . . .
Door (jar Harning . . . . .
Tailgate (jar - - - . .
2<
Harning
Seating
.eating 5apacity 6 6 6 6 6
&ear .eat Double
1olding . . . . .
904;0 .plit in rear
2ac,rest . . . . .
Dri$er .eat (rmrest - - - . .
&eclining &r .eat
2ac, &est . . . . .
5loth #pholstery .emi .emi .emi 1ull 1ull
Comfort &
Convenience
("5 . . . . .
Heater . . . . .
2loer .peed ; ; ; ; ;
%oer .teering . . . . .
Tilt .teering . . . . .
Internally (djustable
8&@*s . . . . .
1ront = &ear %oer
Hindos - . . . .
&emote 1uel +id
8pener . . . . .
5lutch 1oot &est . . . . .
&ear Hiper = Hasher - - - . .
&ear Defogger - - - . .
@ariable Intermittent
1ront Hiper =
Hasher . . . . .
@anity *irror - 5o-
Dri$er side . . . . .
%oer 8utlet . . . . .
&oof (ntenna . . . . .
Technical Features
Getz Prime
1.1 L PL 1.3 L PL
DIMENSIONS
8$erall +ength 0mm3 3<26
8$erall Hidth 0mm3 1996
8$erall Height 0mm3 1616
27
Hheelbase 0mm3 2;66
Mround 5learance
0mm3 190
1ront Trac, 0mm3 1;60
&ear Trac, 0mm3 1;;0
Nerb Height 0Ng3 776 1012-1033
1uel Tan, 5apacity
0+3 ;6
ENGINE
/o. of 5ylinders ;
Displacement 0cc3 10<9 13;1
*a-imum %oer
0%s"rpm3 99.9"6600 <2.7"6600
*a-. TorEue
0,gm"rpm3 10.;"3200 11.<"3200
SUSPENSION
1ront .uspension
*c %herson .trut ith Torsion bar
= coil spring
&ear .uspension
Dependent Torsion beam a-le =
coil spring
BRAKES
1ront Discs
&ear Drum
TYRES
.i!e
166"<0&13 0M+D)
M@.3
1:6":0&13
0M+.3
1:6":0&13 0M@.
8ption3
1:6"96&1;
0M+W3
DESIGN
Inside and out) the MDTI represents an ideal blend of form and functionality. Its uniEue and
attracti$e design has been Euic, to steal the glances on all the roads here it has made its
appearance. With a fresh new Euro- Chic styling, thoughtfully designed interiors and a refined 1.3L SOHC engine, its all
set to gie you your first glo!al driing e"#erience.
ENGINEERING
ENGINE
30
1.3-litre petrol- The aesome refined 1.3+ .8H5 pro$ides the Met! %rime ith unmatched
poer hile ta,ing care not to compromise on fuel economy. .o here$er in the orld you
dri$e) you rest assured that you ill get a solid dri$e thatCs also easy on your poc,et. (nother
reason why its a world faorite.
1.1-litre #etrol- $o enhance your choice the #roen #owerful, fuel efficient e%L& engine, re'a##ed to delier een !etter
#erfor'ance characteristics, is now aaila!le on (et) *ri'e
TRANSMISSION
Met! offers the standard 6 speed manual transmission hich gi$es an impro$ed shift feel and
reEuires lesser shifting effort and lesser gear stic,ing. This transmission is ideal for a car in this
segment in Indian road conditions.
31
I-20
Standard Feature
ENGINE & TRIM PLAN
1.2
Kappa
- PL
1.4
CRDi
1.4
Gamma
- PL
(AT)
SAFETY & SECURITY
Day = /ight Inside &ear @ie *irror . . .
&HD 0&ight Hand Dri$e3 5ontrols . . .
3 point rear centre seat belt . . .
5entral +oc,ing 06 D& 5+.3 . . .
Ignition Ney &eminder - 5+. disabled . . .
Immobiliser . . .
Impact sensing auto door unloc, . . .
1og +amps 0&ear3 . . .
1og +amps 01ront3 - . .
(2. ith D2D
D.+
only . .
Dual (irbags 01ront3 - . .
%(2 0%assenger (irbag3 8/"811 .itch - . .
1ront .eat belt %retensioners - . .
.ide = 5urtain (irbags 0; air bags3 - - .
EXTERIOR
Hraparound 5lear lens headlamps = tail lamps . . .
2ody 5oloured 2umpers . . .
2ody 5oloured 8utside *irrors . . .
32
2ody 5oloured 8utside Door = Tailgate Handles . . .
2ody 5oloured &adiator Mrille . . .
&oof (ntenna . . .
1ull Hheel 5o$ers . - -
(lloy Hheels - . .
.unroof - - .
Tyre si!e
1:6":0
&1;
1<6"96
&1;
1<6"96
&1;
INTERIOR
2 Tone 2eige Interior 5olour . . .
1ull 1abric 5loth #pholstery . . .
5hrome finish Inside Door Handles . . .
Theatre dimming room lamp . . .
*ap %oc,ets - 1ront Doors . . .
5entre 5onsole *ulti-purpose storage bo- . . .
1loor console trays 02 nos.3 . . .
5up-holders 023 = 2ottle holder . . .
%assenger .ide .eat 2ac, %oc,et . . .
&ear %arcel Tray . . .
5oat Hoo, . . .
+uggage hoo,s 02 nos. in trun,3 . . .
+eather Hrapped .teering Hheel - . .
*etallic Insert in .teering Hheel - . .
+eather = 5hrome finish Mear Nnob - . .
1ront map lamps - - .
COMFORT & CONVENIENCE
(ir 5onditioner ith Heater *anual 1(T5 1(T5
(5 $ents ith shut off option 0front3 . . .
Mlo$e 2o- 5ooling . . .
&ear (5 5ooling Ducts . . .
Dlectronic %oer steering 0*D%.3 . . .
Tilt = Telescopic .teering . . .
%oer Hindos - 1ront = rear . . .
Power Window Switches
Dri$er .ide (utodon . . .
Dri$er .ide .afety . . .
Illumination . . .
Timelag . . .
904;0 .plit &ear .eat ith 1lat folding facility . . .
Height (djustable Headrests - 1ront = &ear . . .
1ront = &ear Door 1ull .i!e (rmrests . . .
5lutch 1ootrest . . .
33
&ear Defogger ith timer . . .
2attery .a$er . . .
5igar +ighter . . .
%ortable (shtray . . .
+uggage +amp . . .
Internally (djustable 8&@*s . - -
Dlectrically (djustable 8&@*s - . .
Dlectrically 1olding 8&@*s - . .
Height (djustable Dri$er .eat - . .
Neyless Dntry ith 1olding Ney - . .
&ear Hiper = Hasher - . .
AUDIO
In-dash 2 DI/ 5DO*%3 *usic .ystem . . .
; .pea,ers = 2 1ront teeters . . .
(udio Inputs - (u-illary = #.2
(u-
only
(u- O
#.2
(u- O
#.2
.teering (udio &emote - . .
INSTRUMENT PANEL / CENTRE FASCIA DISPLAY
Tachometer . . .
+o 1uel Harning lamp . . .
Door = Tailgate (jar Harning lamps . . .
Dlectronic *ulti display *eter
(udio display . . .
Dual Trip meter . . .
Dri$ing Time . . .
Digital 5loc, . . .
5alendar . . .
8utside Temperature . . .
Dri$er .eat 2elt Harning - lamp = chime . . .
.eat 2elt Harning 0other ; seats3 - . .
%assenger (irbag 8n" 8ff display - . .
3;
Technical Features
ITEMS
1.2 Kappa
- PL 1.4 CRDi
1.4 Gamma -
PL (AT)
DIMENSIONS
8$erall +ength 0mm3 37;0
8$erall Hidth 0mm3 1:10
8$erall Height 0mm3 1606
Hheelbase 0mm3 2626
1ront Trac, 0mm3 1606
&ear Trac, 0mm3 1603
1uel Tan, capacity 0litres3 ;6 ;6 ;6
ENGINE
/o. of cylinders ; ; ;
/o. of $al$es 19 19 19
@al$etrain 0type3 0.8H5 "
D8H53 D8H5
Displacement 0553 117: 1379 1379
*a-imum %oer 0%s " rpm3 <0"6200 70" ;000 100" 6600
*a-imum TorEue 0,gm "
rpm3 11.;";000
22.;"
1:60X2:60 13.7" ;200
TRANSMISSION
Type 0*T"(T3
6-speed
*"T 6-speed *"T ;-speed ("T
SUSPENSION
1ront .uspension *c %herson .trut ith Mas shoc, absorber
&ear .uspension
5ouple Torsion 2eam (-le ith Mas shoc,
absorber
.hoc, (bsorbers Mas-filled) Telescopic Dual acting type
BRAKES
1ront 1;K Disc 1;K Disc 1;K Disc
&ear <K Drum 1;K Disc 1;K Disc
TYRE
Tubeless tyres) .i!e
1:6":0
&1; 1:6":0 &1;
1<6"96 &1;
1<6"96
&1; 1<6"96 &1;
36
Accent
Standard Features
Accent
Executive
Dimension & Weight
8$erall +ength 0mm3 ;260
8$erall Hidth 0mm3 19:0
8$erall Height 0mm3 13:0
Hheelbase 0mm3 2;;0
Mround 5learance 0mm3 1:2
1ront Trac, 0mm3 1;36
&ear Trac, 0mm3 1;26
1uel tan, 5apacity 0+3 ;6
Engine
/o. of 5ylinder ;
Displacement 0553 1;76
Performance
*a-. %oer 0%s"rpm3 76"6600
*a-. TorEue 0Ngf-m "
rpm3 12.:"3600
Transmission
Transmission 6 .peed *anual
Suspension
1ront .uspension
*ac pherson strut ith
coil spring = stabili!er bar
&ear .uspension
Dual lin, ith coil spring
= anti roll bar
Steering
Type
%oer assisted rac, =
pinion
39
Brakes
1ront @entilated Disc
&ear self adjusting drums
Tyres Type 1:6":0 & 13
Design
Hyundai (ccent has been designed ,eeping in mind your e-pectations from a true lu-ury sedan.
Hith its smooth blend of design) a !ippy responsi$e engine and ell appointed interiors) the
(ccent sure pac,s a lot more thrill into your dri$ing. (ccent offers all that a mid-si!ed sedan can
pac, and more.
3:
ENGINEERING
1.6 .8H5 Dngine 0&efined poer3 - The 1.6 .8H5 in-line-;-cylinder engine deli$ers 76 %s of
poer and 12.: ,gm of torEue) offering superior refinement and dri$ability that is a benchmar,
for cars in its class.
PETROL ENGINES
HyundaiCs 1.6 %etrol Dngine features multi-point fuel injection and come ith a state-of-the-art
microprocessor for precise fuel deli$ery) high $elocity air inta,e and e-haust ports) tumble
airflo) dual inta,e $al$es) asymmetric roc,ers) harmonically balanced cran,s and ignition spar,
timing. These help ma,e a cleaner burning engine for reduced emissions. This engine is light due
to the use of ne materials such as space-age plastics and lighteight aluminum resulting in
more fuel-efficient and more en$ironment friendly engines.
3<
Verna
Standard Feature
Model Verna
Variant
1.6 1.6 SX 1.5
CRDi
1.5 SX 1.5 SX
VTV
T
VTVT VGT CRDi
VGT
CRDi
VGT
Autom
atic
Fuel Type
Petr
ol
Petrol Diesel Diesel Diesel
Exterior
2ody 5olor 2umper . . . . .
5hrome .trip on Haistline
*oulding . . . . .
2ody 5olor Door Handles . . . . .
2ody 5olor 8&@* . . . . .
&ear Defogger . . . . .
1ull Hheel 5o$er . - . - -
(lloy Hheels - . - . .
5hrome &ear Marnish . . . . .
Interior
Hooden finish panels - . - . .
%oer 8utlet . . . . .
5lutch 1oot rest . . . . .
1ront = &ear Door *ap
%oc,ets ith bottle holder . . . . .
.eat bac, poc,ets - . - . .
+eather Hrapped .teering
Hheel = Mear Nnob - . - . .
Convenience
Digital 5loc, . . . . .
+uggage /et - . - . .
(ir conditioner . . . . .
(utomatic climate control - 1(T5 - 1(T5 1(T5
Dlectrically (djustable
8&@*
. . . . .
37
.un glass holder - . - . .
Tachometer . . . . .
+o fuel arning lamp . . . . .
Door (jar Harning lamp "
chime
.
+am
p . +amp . +amp . +amp . +amp
Ney /ot &emo$ed . . . . .
Height (djustable 1ront
.eat 2elts - . - . .
Tripmeter 2
1 O
Tripcom
puter 2
1 O
Tripcom
puter
1 O
Tripco
mputer
Audio
2 Din *p3 %layer . . . . .
; .pea,ers ith Teeters . . . . .
*icro (ntenna . . . . .
Seating
904 ;0 .plit folding &ear
.eats . . . . .
&ear 5enter (rmrest "
5up Holder . . . . .
1ront seat 5enter (rmrest - . - . .
Dual height (djustable
Dri$er .eat - . - . .
1ull 5loth #pholstery . . . . .
Comfort
%oer Hindos ith time
lag . . . . .
%"Hindo ith Dr$ side
(uto Don . . . . .
%oer = Tilt .teering . . . . .
Safety
5entral loc,ing system . . . . .
Ney less entry - . - . .
1ront 1og +amp . . . . .
5lutch loc, system . . . . .
(2. - . - . .
Technical Features
Petrol Diesel
Transmission Type *anual *anual (utomatic
;0
DIMENSIONS
8$erall +ength
0mm3 ;)310
8$erall Hidth
0mm3 1)976
8$erall Height
0mm3 1);70
Hheelbase 0mm3 2)600
1uel Tan,
5apacity 0+3 ;6
*in. Mround
5learance 0mm3 1:0
Tyres
1:6":0
&1;01.9@T@T3
1:6":0
&1; 01.6
5&Di
@MT3
1<6"96
&1;
1<6"96
&1; 01.9 .W
@T@T3
1<6"96
&1; 01.6
.W
5&Di
@MT3
Engine
Displacement
1)677 1);73
*a-. %oer
0%s " rpm3 103.2 " 6)600 110 " ;)000
*a-. TorEue
0,gm " rpm3 1;.7 " 3)000 2; " 1)700X2):60
*a-. %oer
0%s " rpm3
6 .peed
*anual
6 .peed
*anual
; .peed
(utomatic
Steering
Type
%oer assisted &ac, = %inion
Suspension
1ront *ac%herson .trut ith 5oil .pring and
(nti &oll 2ar
&ear
5ouple Torsion 2eam (-le
.hoc, (bsorbers
Mas Type
Engine
;1
1.6 DOHC VTVT PETROL ENGINE:
@erna @T@T %etrol engine ensures optimi!ed $al$e opening = closing for high performance)
lo fuel consumption and lo /@H 0/oise) @ibration) Harshness3. It has High %oer-to-Height
ratio 073.<2 %s"ton3) High Top .peed 0176 Nmph3) *a-imum TorEue at +oer rpm 01;.7"3000
,gm"rpm3 and High TorEue-to-eight ratio 013.66 ,gm"ton3.
;2
1.5 CRDI VGT DIESEL ENGINE:
@ernaCs 1.6 5&Di @MT engine ma-imi!es efficiency of turbocharger for impro$ed acceleration
ith lo fuel consumption = emissions. It has precise $al$e control for superior performance.
The engine pro$ides more torEue-faster pic, up and has lesser gear shifts. The lo rpm
operations of 1.6 5&Di results in less ear = tear of the engine.
;3
Sonata Transform

The modern loo,s that made .onata an international fa$orite o$er the years are no enhanced by
a number of detailed e-terior impro$ements and some major design changes in the interiors.
(mong the at-a-glance bodyor, enhancements are the chrome radiator grille) ider front
bumper and air dam) larger headlamp clusters) slimmer body side moldings and the nely
designed 6 spo,e 19 inch alloy heels. (long ith the subtle touches of chrome) the to-tone
finish also complements the ood grain and satin embellishments. The thoughtfully designed
dials) ,nobs and inside door handles add elegance to its premium loo,. To accompany this ne
loo,) the materials used in the components ha$e been upgraded to impro$e their appearance) feel
and durability.
STANDARD FEATURES
2.4
Petrol CRDi M/T CRDi A/T
Dual 1ront (irbags ith %(2
off sitch . . .
1ront .eat 2elt %retensioners "
+oad +imiter . . .
1ront .ide (ir 2ags 8 8 8
5urtain (irbags 8 8 8
Height (djustable 1ront .eat
2elts
. . .
;;
Safety &
Security
Dlectro 5hromic *irror 0D5*3 . . .
Neyless Dntry ith .ecurity
(larm . . .
(2. H"D2D . . .
5entral Door +oc,ing . . .
Impact sensing door unloc, . . .
Door courtesy +amp . . .
5lutch +oc, . .
(uto shift
loc,
Exterior &
Interior
(lloy heels . . .
2ody colour Haistline *oulding . . .
2ody 5oloured 8utside *irror
Housing . . .
2ody color 8utside door handles
. 0"
chrome
. 0"
chrome insert
3
. 0"
chromeinsert3
2ody coloured bumper inserts . . .
&ear Defogger
. 0ith
timer3 . 0ith timer3
. 0ith
timer3
1og +amps . . .
(uto head lamp off 0battery
sa$er3 . . .
5hrome tipped Tin D-haust . . .
Mlass (ntenna . . .
To tone beige and grey interior . . .
2lue +DD illumination . . .
5hrome inside door handles . . .
Hoodgrain finish inserts on
.teering) Dashboard = door
panel . . .
+eather .eats = Trim . . .
+eather rapped steering heel . . .
+eather finish ,nob . . .
Tilt = Telescopic .teering . . .
<-Hay (djustable %oer Dri$er
seat . . .
+umbar .upport . . .
;6
Comfort &
Convenience
1ully (utomatic temperature
control
Dual
Ione Dual Ione Dual Ione
.mart Ney - - .
&ear %ar,ing .ensors . . .
8&@*s - Dlectric retractable . . .
- Dlectric adjustable . . .
- Heated . . .
1ront center armrest
. 0" 2
DI/
storage3
. 0" 2 DI/
storage3
. 0" 2 DI/
storage3
90 4 ;0 .plit folding &ear seat . . .
&ear 5entre (rmrest ith 5up
Holders . . .
@anity mirror on sun$isor "
illumination
. 0both
side3 . 0both side3 . 0both side3
.un Mlass Holder . . .
&ear reading lights . . .
2-DI/ *%3 player ith #.2
and (#W in . . .
.teering audio remote . . .
1ront = &ear .pea,ers ith
teeters . . .
%oer outlets - 2 /os . . .
1ront = &ear %oer indos
ith time lag operation . . .
Dri$er indo ith pinch
guard) auto don = up . . .
Tachometer . . .
Trip computer ith distance to
empty = Dngine running time . . .
Technical specification
2.4 VTVT
2.0 CRDi
M/T
2.0 CRDi
A/T
8$erall +ength 0mm3 ;<00
8$erall Hidth 0mm3 1<32
8$erall Height 0mm3 1;<6
Hheelbase 0mm3 2:30
1ront Trac, 0mm3 1696
&ear Trac, 0mm3 1660
;9
Dimension &
Weight
Mround 5learance
0mm3 1:0
1uel Tan, 5apacity
0+itre3 :0
.eating 5apacity 0/os.3 6
Engine
*odel Designation 2.4 VTVT
2.0
CRDi VGT
2.0
CRDi VGT
/o. of 5ylinders ;-5ylinder
1uel system *%1I 5&Di 5&Di
Displacement 0cc3 2367 1771 1771
Transmission
6 - .peed
*anual
9 - .peed
*anual
; - .peed
H-*atic
Performance
*a-. Horsepoer
0%s"rpm3 1:6"9000 160"3<60 160"3<60
*a-. TorEue 0,g
m"rpm3 23.<";000 32.1"2000 32.1"2000
Suspension 1ront .uspension
Independent Double Hishbone ith coil
spring and gas shoc, absorber and
antiroll bar
&ear .uspension
1ully independent *ulti-lin, ith coil
springs) Mas shoc, absorber and anti-roll
bar
Steering
.teering .ystem &ac, = %inion
Hydraulic %oer
(ssisted .tandard
Brakes
1ront " &ear 2ra,es @entilated Disc " .olid Disc
(2. ith D2D Les
Wheels
Type (lloy
Hheels 9.6 R W 19
Tyres 216"90 &19 0Tubeless3
DESIGN
;:
(n aero dynamical mar$el the .onata has a distinct Euro#ean e"terior styling and !ody design. $he dyna'ic
!ody contours with #ro'inent edge styling, forceful character lines + slee,er !ody 'a,e it a show stealer on the road.
ENGINEERING
ENGINES
.onata is a$ailable in 2 different ;-cylinder) poerful engine configurations a 2.0 5&Di @MT
Diesel engine and a 2.; D8H5 @T@T %etrol engine.
PETROL ENGINE
The 2.4 DOHC VTVT %etrol engine is the second generation Theta ; cylinder petrol engine
features $ariable $al$e timing for the e-haust as ell as the inta,e. 2367 cc generates 1:6 %s Y
9000 rpm and 23.< Ngm Y;000 rpm.
;<
CRDi Engine:
2.0 CRDi VGT Diesel
Technical changes to the e-haust gas heat transfer system of the 5&Di @MT 1771 cc Diesel
engine ) increased poer to 160 %s at 3<60 rpm still producing masses of torEue 032.1 Ngm at
2000 rpm3.
;7
Tucson
STANDARD FEATURES
Hyundai Tucson
Exterior Feature
&oof &ails .
Dual *uffler .
.ide Marnish .
To Tone 2ody 5olour .
5hrome &ear Marnish 5hrome
#nderbody .,id %late .
Digital 5loc, .
Seating
(udio *%3 1unction .
1ront %assenger .eat 1olding
01orard3 .
1ront 5enter 5onsole .torage
2o- .
1ront (rmrest .
1og +amps .
2attery .a$er .
&ear .eat 2ac, Hoo,s .
.hopping Hool .
5argo .ide %oc,et .
Technical Features:
Hyundai Tucson
Dimension & Weight
8$erall +ength0mm3 ;326
8$erall Hidth0mm3 1<30
8$erall Height0mm3 1:30
Hheel 2ase0mm3 2930
Tyre .i!e 216"96&19
Engine Type Turbocharged 5&DI
60
1uel Diesel
%oer 112Y;000
*a-. TorEue 0Ng-mYrpm3 26Y1<00-2<00
Transmission Dri$e .ystem 1ull time ;-HD
Suspension
1ront
*acpherson strut ith 5oil
.pring
&ear Dual +in,
.hoc, (bsorbers
%neumatic assisted
hydraulic double acting type
Brakes
@entilated Disc) 1ront .
Disc) &ear .
(ntiloc, 2ra,ing .ystem .
Traction 5ontrol .ystem .
ENGINEEERING:
ENGINE
The 2.0 liter 5&Di engine of Tucson is for those ho ant the best of e$erything. The
performance) strength and frugality of a diesel motor together ith Euietness = smoothness of
petrol is a reality) than,s to the uniformly maintained high pressure in common rail of the 2.0+
5&Di engine. The poer and torEue are ama!ing at 112 %s Y ;000 rpm = 26 ,gm at as lo as
2000 rpm. (nd also it has a ;HD system ith 6 .peed Transmission.
61
MA1OR CHALLENGES OF HYUNDAI MOTOR
Hyundai Motor's Chung Challenges Brother's Widow With Engineering Bid Plan
Teet 0113
+in,edIn
.hare
o 2usiness D-change
o 2u!! upZ
o Digg
%rint
Dmail
Hyundai *otor Mroup) parent of .outh NoreaCs to largest carma,ers) ill bid for a T2.6 billion
sta,e in Hyundai Dngineering = 5onstruction 5o.) setting up a contest beteen the nationCs
second-richest man and his brotherCs ido.
The group) hich includes Hyundai *otor 5o. and Nia *otors 5orp.) ill submit a letter of
intent today) it said in a regulatory filing in .eoul.
( successful bid ould reunite Hyundai *otor ith former affiliate Hyundai Dngineering) the
nationCs largest builder. Hyundai DngineeringCs creditors) including Norea D-change 2an,) ill
accept final bids for their combined 36 percent share in the construction company by /o$. 12)
sale arrangers 2an, of (merica 5orp.Cs *errill +ynch = 5o.) Hoori In$estment = .ecurities
5o. and Norea De$elopment 2an, said last ee,.
A2uying into Hyundai Dngineering is a part of Hyundai *otorCs efforts to de$elop a ne engine
of groth)B said Lim Dun Loung) a .eoul-based analyst at Dongbu .ecurities 5o. AItCs not
unreasonable for Hyundai *otor to consider acEuiring a sta,e if the price is reasonable.B
Hyundai DngineeringCs mar,et capitali!ation is about <.32 trillion on) pricing a 36 percent
sta,e at about 2.71 trillion on 0T2.6 billion3) based on todayCs closing share price.
1amily Ties
62
Hyundai *otor Mroup ill compete ith Hyundai Mroup) hich said today it may submit a
preliminary bid for the sta,e before 8ct. 1. Hyundai Mroup affiliates Hyundai *erchant *arine
5o.) Hyundai Dle$ator 5o. and Hyundai .ecurities 5o. said in (ugust they planned to ma,e an
offer.
Hyundai *otor and its affiliates se$ered ties ith the former Hyundai Mroup in 2000 as part of a
plan to split the business into three operations) each of hich as to be managed by one of
founder 5hung Ru LungCs three sons.
The carma,er is controlled by 5hung *ong Noo) the son of the founder) hile his brotherCs
ido) Hyun Reong Dun) controls the current Hyundai Mroup. The old Hyundai MroupCs
shipbuilding unit) hich includes shipyard Hyundai Hea$y Industries 5o.) as also spun off.
Hyundai *otor is in$ol$ed in the construction business through its unlisted Hyundai (mco 5o.
unit and has no plans to merge it ith Hyundai Dngineering) it said today. The group also said it
ould ,eep the current or,force at Hyundai Dngineering after a ta,eo$er.
Q1uture MrothC
AHe decided to bid for Hyundai Dngineering in order to strengthen the groupCs business portfolio
for future groth)B Hyundai *otor Mroup said in a regulatory filing today.
Hhile a sta,e in Hyundai Dngineering could help protect the automa,er from a sudden
slodon in the car business) it ris,s losing focus if it e-pands into a ne industry) said %ar,
Ha Rin) a .eoul-based analyst at .hinyoung .ecurities 5o.
AItCs too early to judge ho Hyundai Dngineering could contribute to Hyundai *otor Mroup
hile it still has many things to accomplish in the car business) such as adding en$ironmentally
friendly models)B %ar, said.
Hyundai *otor as unchanged at 191)600 on in .eoul trading today) hile Hyundai
Dngineering gained ;.7 percent.
Hyundai *erchant *arine) .outh NoreaCs second-largest shipping line) jumped to its highest in
almost three years in .eoul trading. The company rose by the daily limit on speculation a battle
63
for Hyundai Dngineering may also lead to a fight for control of the shipping line) said Nang
.eong Rin) an analyst at Tong Lang .ecurities Inc.
+argest Deal
.hould Hyundai *otor Mroup acEuire a sta,e in Hyundai Dngineering) the deal may be its
largest since 177< hen it acEuired shares in Nia *otor 5orp. for 1.2 trillion on in cash and
assumed debt of 2.: trillion on) according to data compiled by 2loomberg.
The group plans to finance the acEuisition internally) it said today. Hyundai *otor and Nia had
combined cash and eEui$alents of 7.2 trillion on as of the end of Rune) according to their
financial statements.
Hyundai DngineeringCs creditors plan to sell their sta,e for as much as 20 percent more than its
mar,et $alue) an official at one of the creditors said earlier this month. He declined to be
identified because the information isnCt public.
Hyundai *otor Mroup hired Moldman .achs Mroup Inc. and H*5 In$estment = .ecurities 5o.
as financial ad$isers hile Nim = 5hang as pic,ed as a legal ad$isor to or, on the bid) it said
today in the filing) confirming pre$ious local media reports.
To contact the reporter on this story4 .oo,yung .eo in .eoul at sseo10Ybloomberg.net
To contact the editors responsible for this story4 Nae Inoue at ,inoueYbloomberg.net
6;
INTRODUCTION OF PROBLEM
The company ants to ,no more about the customers satisfaction. ItQs $ery important for e$ery
mar,eter to ,no about the satisfaction moti$es of the customers because it helps them to design
programs to retain customers = increase goodill of the company. It also helps them to increase
brand loyalty. .o it becomes a problem for a company to ,no about customer satisfaction.

The respondents selected to be inter$ieed ere not alays a$ailable and illing
to co- operate. (lso in some cases the respondents ere found to not ha$e the
,noledge) opinion) attitudes or facts related ith the products. *oreo$er our
sur$ey consisted of 1<2 males and only 16 females hich led to gender biasness.
He ha$e ta,en the sample si!e of 200) hich cannot determine the satisfaction of
the total customers. The sample has been dran from only from one ser$ice
centre.
66
OB1ECTIVE OF STUDY
1. D$aluating post ser$ice satisfaction of 5ustomers.
2. De$eloping suggestion doc,et.
3. Increase the customer satisfaction of the *& Hyundai by pro$iding better ser$ices = reduce
ser$ice time.
;. .tudy about the problem in the ser$icing in order to the satisfaction le$el of the customers.
6. .tudy ser$ice le$el of the Hyundai pro$ided to their customers.
9. .tudy about the need of impro$ement in e-isting .er$ice system.
69
LITERATURE REVIEW
5onsumer is the central figure of all mar,eting acti$ities. It is the consumer ho determines the
groth) prosperity and e$en e-istence of a business enterprise. Hence the mar,eter should
alays feel the pulse of customers. In order to understand the pulse of the customers) the
mar,eter needs to understand fully the needs of the consumer. It helps him to plan his production
and distribution to suit to the needs and con$enience of customersQ .It also helps him to plan
suitable mar,eting strategies. Thus it is $ery essential for e$ery mar,eter to ,no his customers
satisfactions. *oti$e is a strong feeling) instinct) desire or emotion that ma,es a person to do
something. Hhen a moti$e ma,es a person to use a product) then it becomes a customer
satisfaction. Thus customer satisfaction means the influence and considerations hich ma,es a
customer to use a particular product. (ccording to D.R. Duncan) [customer satisfactions are
those influences or considerations hich pro$ide the impulse to use) induce action or determine
choice in the purchase of goods and ser$ices. 5ustomer satisfactions are mainly to types)
manifest moti$es and latent moti$es. *anifest moti$es are those moti$es hich are ,non to the
customer and also ready to admit them. 2ut on the other hand latent moti$es are either ,non to
the customer. 5ustomer satisfaction can also be calculated as follos
1 1. %roduct or patronage moti$es
2 2. Dmotional and rational moti$es
3 3. Inherent and learned moti$es
6:
Product and patronage motives
%roduct moti$es4 it refers to those influences and reasons hich
ma,e the consumer to buy a certain product in preference to another. These e-plain
hy people buy a certain product. %roduct are of to types4
%rimary product moti$es4 These moti$es induce a consumer to purchase general class of the
product. These moti$es relate to the basic needs of people li,e hunger) thirst) sleep
6<
SCOPE OF STUDY
*& HyundaiC or,ing philosophy is particularly based on A%repare employees for the future
de$elopments ith de$elopments in their personality.B (s competition is $ery much intense
hence the management is or,ing hard for customer relationship to achie$e future business
groth.
(s it is nely opened organi!ation hence as e$ery other organi!ation it is also facing
some management problems. *anagement is trying to o$ercome all these problems and
achie$ing systematic or,ings here. Dach and e$ery department is distinguished for the
employees. D$ery employee is ha$ing its on designation and job profile and he"she has
to or, under that profile only. 1or each segment of the $ehicles) *& Hyundai is ha$ing
its separate e-ecuti$es. Departments are connected through local area netor,s.
The main aim of management here is self de$elopment of employees. .o that) they can be
empoered for the benefit of the organi!ation and be able to ta,e future responsibilities.
It starts ith the joining of the employee in the organi!ation. Initially) they ha$e to or,
under $arious departments till his"her probation period ould be o$er. They ha$e to start
their or,s from the ground le$el) so that they can understand the reality of the business
here. Daily reporting at the morning and the e$ening ma,e them up to date ith the
objecti$es and their future targets. The senior management ,nos that ho they are
doing their or, and in hich ay they ha$e to be directed.

67
RESEARCH METHODOLOGY
2.5.1 DESIGNS, TECHNIQUE, AND DATA COLLECTION METHOD
5on$enience .ampling as adopted to choose the respondents. The respondents comprised both
male and female of different age groups) from $arying income group) coming from different
educational bac,grounds.
EXPLORATORY RESEARCH:
(s the term suggests) e-ploratory research is often conducted because a problem has not been
clearly defined as yet) or its real scope is as yet unclear. It allos the researcher to familiari!e
him"herself ith the problem or concept to be studied) and perhaps generate hypotheses
0definition of hypothesis3 to be tested. It is the initial research) before more conclusi$e research
0definition of conclusi$e research3 is underta,en. D-ploratory research helps determine the best
research design) data collection method and selection of subjects) and sometimes it e$en
concludes that the problem does not e-istZ
(nother common reason for conducting e-ploratory research is to test concepts before they are
put in the mar,etplace) alays a $ery costly Dndea$our. In concept testing) consumers are
pro$ided either ith a ritten concept or a prototype for a ne) re$ised or repositioned product)
ser$ice or strategy. D-ploratory research can be Euite informal) relying on secondary research
such as re$ieing a$ailable literature and"or data) or Eualitati$e approaches such as informal
discussions ith consumers) employees) management or competitors) and more formal
approaches through in-depth inter$ies) focus groups) projecti$e methods) case studies or pilot
studies. The results of e-ploratory research are not usually useful for decision-ma,ing by
themsel$es) but they can pro$ide significant insight into a gi$en situation. (lthough the results of
Eualitati$e research can gi$e some indication as to the KhyK) KhoK and KhenK something
occurs) it cannot tell us Kho oftenK or Kho manyK. In other ords) the results can neither be
generali!edP they are not representati$e of the hole population being studied.
2.5.2 PLAN OF ANALYSIS:
The data obtained through Euestionnaire as processed using the statistical.
(dditional information obtained from $arious business journals) maga!ines) nespapers)
ebsites etc. are also analy!ed.
90
2.5.3 QUESTIONNAIRES:
Juestionnaire is an important step in formulating a research design. 8nce the researcher has
specified the nature of research design) and determined the scaling procedures) he or she can
de$elop a Euestionnaire.
(ny Euestionnaire has three specific objecti$es.
11. It must translate the information needed into a set of specific Euestions that the
respondents can and ill anser.
22. It must uplift) moti$ate and encourage the respondent to become in$ol$ed in the
inter$ie) to cooperate) and to complete the inter$ie. Incomplete inter$ies ha$e
limited usefulness at best.
33. It should be able to minimi!e response errors.
It as also important as researchers to respect the samples time and energy hence the
Euestionnaire as designed in such a ay) that its administration ould not e-ceed ;-6 minutes.
These Euestionnaires ere personal administered.
This sur$ey is being conducted to find out that hether you are satisfied ith the ser$ice
pro$ided by Hyundai Motor India Limited. This sur$ey is purely meant for academic purpose
and not for commercial use.
He ould be grateful and appreciate your co-operation in filling this Euestionnaire.
2.5.5 METHOD DATA ANALYSIS:
He ha$e used the softare to analy!e our data accurately. (fter the respondents had filled in the
Euestionnaires) the data as entered into the softare and the analysis as made thereby.
2.5.6 FIELD WORK
1ieldor, plays an important role in collecting the data. I ha$e filled up the Euestionnaire at *&
HL#/D(I. .ome important points hich I ,ept in mind hile doing the fieldor,.-
1\ To ma,e the respondents comfortable before Euestioning him by introducing myself as
student and ensuring the respondent that all information collected is only for academic
purpose and ill be ,ept confidential
2\ Dnsure that all the Euestionnaires are filled by the customers only.
3\ /ot to lead a person into any preconcei$ed notion
;\ /ot to influence the respondents ansers in any ay"form.
6\ #se simple language) so that the technical language does not intimidate the respondent.
91
SAMPLE STATUS
The sample si!e is 200 hich is chosen from the customers $isiting the *& HL#/D(I for
getting their car ser$iced.
92
DATA PRESENTATION & ANALYSIS
Which car do you currently use?
Interpretation: In our sur$ey) out of 200) :9 of the respondents use .antro folloed by 92 of
the respondents use i-10 ) ;; of the respondents use (ccent. The rest of them ere those ho use
Met!) @erna) .onata) and Tucson .
Analysis: Hhen it comes to Hyundai) it is obser$ed that .antro has been the most popular
passenger car folloed by i-10. India being a price sensiti$e mar,et) the main reason behind the
sale of .antro is the price at hich they are sold. I-10 being the latest entry has started being
popular. It is then folloed by the premium cars li,e (ccent and .onata and .#@Cs li,e Tucson.
93
Santro
I-10
Getz Accent Verna Sonata Tucson
C-!!ent 3a!
0
20
40
60
80
100
120
140
Co-nt
2
44
6
2
76
8
62
What is the average distance you travel in the car daily?
Interpretation: In our sur$ey) 6<.6S of the respondents use at an a$erage of 20 to 60 Nms.
daily folloed by 29.6S of the respondents ho use 61 to 100 Nms. daily. The rest as
folloed by <.6S ho use less than 20Nms. a day folloed by only 9.6S ho use really long)
i.e.) more than 100 Nms. e$eryday.
Analysis: It has been obser$ed that majority of the respondents tra$el almost 20 to 60 Nms.
daily. In the busy schedule today) people prefer to tra$el in their on $ehicle rather than relying
on public transport. 8nly 9.6S of the respondents preferred to dri$e long) i.e.) more than 100
Nms. e$eryday.
9;
How often do you service your car?
Interpretation: :7S of the customers brought in their car for ser$icing e$ery ; to 9
months.7.6S ser$iced their car once in more than 9 months. <S of their got their car e$ery 2 to ;
months for ser$icing and only 3.6S of them ser$iced e$ery 2 months.
Analysis: *ajority of the cars ere ser$iced at regular inter$als as instructed by the ser$ice
manual. i.e.) e$ery ; to 9 months. It also depended on the distance they co$ered o$er these
months. (round 3.6S of the cars came for ser$icing ithin 2 months. These mainly comprised
of the ne $ehicles hich had come don for the first ser$ice.
96
You have availed the services from which of the following service stations?
Analysis: I ha$e limited my sur$ey to *& HL#/D(I only. 2ut there ere customers ho had
prior ser$iced their cars at other ser$ice centers too. In those cases) I ha$e considered the other
ser$ice centre. *ajority of :9 respondents ser$iced their cars at *& HL#/D(I folloed by
other ser$ice centres li,e local mechanics or ser$ice centre.
Interpretation: .ince my sur$ey as limited to *& HL#/D(I) the majority of the respondents
ere from *& HL#/D(I.
99
How satisfied are you with the quality of the service?
Interpretation: *ost of the respondents ere in the category of D-tremely satisfied) Juite
satisfied or .lightly satisfied category.:6S of the respondents ere e-tremely satisfied ith the
Euality of ser$ice folloed by 19.6S respondents ho ere Euite satisfied. < out of 200
respondents ere slightly satisfied ith the Euality of ser$ice.
Analysis: This is to determine the satisfaction le$el based on the Euality of ser$ice. Juality of
the after sales ser$ice plays a $ery important role in ma,ing the company a mar,et leader.
9:
Rate your satisfaction based on the understated parameters on the following scale at
MR HYUNDAI Service Centre.
Interpretation: 67S of the respondents ere satisfied ith the ser$ice time ta,en by the ser$ice
centre folloed by 17.6S ho ere somehat satisfied ith the ser$ice time. 8nly1S of the
respondents as dissatisfied ith the time ta,en by the ser$ice centre.
Analysis: .er$ice Time plays a $ery important role in satisfying the customers today. In todayCs
busy orld) no one li,es to ait for their cars to get ser$iced. The faster is the car ser$iced) the
higher is the le$el of satisfaction of the customers.
9<
Did you ever face a similar problem getting repeated after a service?
Interpretation: 20S of the respondents felt that a similar problem as repeated after a ser$ice.
Analysis: It brings a bad reputation to the ser$ice centre if a similar problem gets repeated. Thus
the company needs to minimi!e this in order to increase the satisfaction le$el of the customers.
97
80
20
If similar problem
a!e been face"
after te ser!ice#
$o
%es
If yes, whether the complaints were attended and successfully rectified?
Interpretation: 9<S of the respondents felt that their complaint as immediately attended and
successfully rectified. 32S of the respondents felt that their complaints erenCt rectified e$en
after repeated complaints.
Analysis: It is obser$ed that some problems erenCt rectified e$en after repeated complaints.
5ompany should seriously ta,e this into consideration and or, upon it. It is this factor that
could create a threat to the company.
:0
68
&2
If 'es( )eter te
complaints )ere atten"e"
an" successfull' rectifie"#
%es
$o
Customers preferring to have their cars picked up for servicing.
Interpretation: 2:.6S of the respondents anted the ser$ice centre to ha$e their car pic,ed up
for ser$icing. 2ut a majority of 90.6S of the respondents did not ant their car to be pic,ed up.
Analysis: I anted to find out hether the customers ere interested in ha$ing their cars pic,ed
up for ser$icing hich ould sa$e their time and other resources. 2ut it as surprising to ,no
that most of them ere not interested for such a facility.
:1
27*+
8
4
60*+
,efinitel'
-robabl'
,oesn.t ma/e a
"ifference
$o
Wo-ld t.e 3-"to/e! 4!efe! 4i3; -4 and d!o4 <a3;
Fa3ilit# fo! "e!i3in=>
If yes, would the customer pay an additional amount?
Interpretation: 63S of the respondents ho ere interested in ha$ing their car pic,ed up said
that they do not mind paying an additional amount for ha$ing their car pic,ed up here as ;:S
said that they ouldnCt pay any additional amount for this. They felt that it should be a benefit
gi$en to the customers.
Analysis: I anted to find out if the customers ere illing to pay an additional amount for
ha$ing their car pic,ed up for ser$ice.
:2
+&
47
If 'es( )oul" te
customer pa' an
a""itional amount#
%es
$o
The research basically focuses on4
Degree of satisfaction based on o$erall Euality of the ser$ice.
Degree of satisfaction based on Information pro$ided by the ser$ice centre.
Degree of satisfaction based on ser$ice time.
Degree of satisfaction based on charges.
(part from this) I also tried to find out4
If similar problems ha$e been repeated after ser$ice and if yes) hether the complaint
as immediately attended to.
If the customers ould prefer to ha$e their car pic,ed up for ser$ice) and if yes) ould
they bear an additional amount.
If the respondents ould recommend this ser$ice center to others.
:3
RESULTS & FINDINGS
Hhen it comes to Hyundai) it is obser$ed that .antro has been the most popular
passenger car. India being a price sensiti$e mar,et) the main reason behind the sale of
.antro is the price at hich they are sold.
It has been obser$ed that most of the respondents tra$el almost 20 to 60 Nms. daily. In
the busy schedule today) people prefer to tra$el in their on $ehicle rather than relying
on public transport. 8nly 9.6S of the respondents preferred to dri$e long) i.e.) more than
100 Nms. e$eryday.
*ajority of the cars ere ser$iced at regular inter$als in e$ery ; to 9 months. It also
depended on the distance they co$ered o$er these months. (round 3.6S of the cars came
for ser$icing ithin 2 months.
I ha$e limited my sur$ey to *& HL#/D(I only. 2ut there ere other customers also
ho had prior ser$iced their cars at other ser$ice centers too. In those cases) I ha$e
considered the other ser$ice centre. *ajority of :9 respondents ser$iced their cars at *&
HL#/D(I folloed by other ser$ice centres li,e local mechanics or ser$ice centre.
This is to determine the satisfaction le$el based on the Euality of ser$ice. Juality of the
after sales ser$ice plays a $ery important role in ma,ing the company a mar,et leader.
.er$ice Time plays a $ery important role in satisfying the customers today. In todayCs
busy orld) no one li,es to ait for their cars to get ser$iced. The faster is the car
ser$iced) the higher is the le$el of satisfaction of the customers.
20S of the respondents felt that a similar problem as repeated after a ser$ice. It brings a
bad reputation to the ser$ice centre if a similar problem gets repeated. Thus the company
needs to minimi!e this in order to increase the satisfaction le$el of the customers.
It is obser$ed that some problems erenCt rectified e$en after repeated complaints.
5ompany should seriously ta,e this into consideration and or, upon it. It is this factor
that could create a threat to the company.
2:.6S of the respondents anted the ser$ice centre to ha$e their car pic,ed up for
ser$icing. 2ut a majority of 90.6S of the respondents did not ant their car to be pic,ed
up.2ut it as surprising to ,no that most of them ere not interested for such a facility.
63S of the respondents ho ere interested in ha$ing their car pic,ed up said that they
do not mind paying an additional amount for ha$ing their car pic,ed up here as ;:S
said that they ouldnCt pay any additional amount for this.
The customers ere illing to pay an additional amount for ha$ing their car pic,ed up
for ser$ice.
:;
SUGGESTIONS:
(fter sales ser$ice plays a $ery important role in building up the reputation of an (utomobile
company. .o this is the area in hich the company should mainly focus. I hereby suggest some
measures as a feedbac, from some of the respondents4
&espondents felt that the ser$ice pro$ided by *& HL#/D(I is ay better than that of
the other dealers. Hence more company operated or,shops are needed to be opened across the
country. It is felt that the other ser$ice centres lac, genuineness. 5ustomers preferred to come to
this or,shop from outstations rather than shoing it to the local ser$ice or mechanics in the
city.
1e respondents felt that the paint and body as not upto the mar,. It is more prone to
rust. This is an area of concern hich the company should loo, upon.
.e$eral customers had to come to the or,shop ith repeated problems. This needs to
be minimi!ed.
.e$eral customers erenCt happy ith the Euality of ash in the ser$ice centre. This
needs to be chec,ed.
8ne of the major areas of concern of the respondents as regarding the boo,ing time.
They felt that the boo,ing time is too long.
6(utomobile industry today being one of the most competiti$e industry) it is only after sales
ser$ice hich could ma,e a company a mar,et leader.
:6
LIMITATION OF STUDY:
The sample si!e of our sur$ey is only 200) hich cannot determine the beha$ior of the total
population. *oreo$er the sample has been dran only from one ser$ice centre in /oida here
the disposable income of an indi$idual is medium.
The beha$ior of the customer is unpredictable hich may result in the lac,ing of
accuracy in the data.
It has been obser$ed that .antro is the ma-imum selling car of Hyundai *otor and most
of the respondents inter$ieed ere .antro 5ustomers) hich led to biasness in the
analysis of the sur$ey.
8ur sur$ey consisted of 1<2 males and only 1< females) hich led to gender biasness.

:9
CONCLUSION:
The report has highlighted the importance of pro$iding the highest customer satisfaction and
ho it affects the sales. Though in the month of December) the sales ere don) by de$eloping
competiti$e strategies and by deli$ering high class products and ser$ices) %opular @ehicles and
.er$ices ere able to ,eep their sales momentum. The report emphasi!es the importance of
customer loyalty to de$elop the business.
The study hich e conducted on the 1our heeler automobile sector is a $ery
important topic of automobile sector.
(fter deep research) analysis and getting information about companies as formulated that the
four heeler automobile companies achie$ed success in the mar,et. Throughout the study e
found the four heeler manufacturer ha$ing $ery ne and
::
BIBLIOGRAPHY
Websites:--
.automobileindia.com
.siamindia.com
.autoblogs.com
.indiamart.com
.automobiles.indiabi!club.com
.indianautomobileindustry.com
.autocar.com
Magazines :-
8$erdri$e
(utocar
Boo;":
0A1-21 3* 45%,(61 78A192TI$G 12S2A1:0( publise" b'
6'oti -ubliser( 2006
RALPH WESTFALL?MAR1ETING RESEARCH$ 0imala'a -ublisin;
0ouse( 2007* -* $o< 170
STANLE, F STARCH?MA1ETING RESEARCH$ (sia %ublishing House)
1790) %. /o. 169.
:<
ANNEXURE
(ll information pro$ided by you ill be ,ept confidential.
Age: > ? 1<-26 > ? 26-30 > ? 30-36 > ? 36-;6 > ? ;6-66 > ? 66-96
> ? 96 or o$er

Organization: _____________________
Designation: ]]]]]]]]]]]]]]]]]]]]]
Education: > ? High .chool
> ? Mraduate
> ? %ost Mraduate
> ? %hD
> ? 8thers]]]]]]]]]]]]]
Income: > ? +ess than 3) 00)000
(Per Annum in Rupees) > ? 3) 00)000 to6) 00)000
> ? 6) 00)000 to <) 00)000
> ? <) 00)000 to 10) 00)000
> ? 10) 00)000 to 16) 00)000
> ? Mreater than 16) 00)000
Name:
Phone No.
Sex: > ? *ale > ? 1emale
:7
1. Hhich car do you currently use^
> ? .antro > ? i-10
> ? Met! > ? (ccent
> ? @erna > ? .onata
> ? Tucson
2. Hhat is the a$erage distance you tra$el in the car daily^
> ? +ess than 20 ,m > ? 20 to 60 ,m
> ? 61 to 100 ,m > ? *ore than 100 ,m
3. Ho often do you ser$ice your car^
> ? +ess than 2 months > ? 2 to ; months
> ? ; to 9 months > ? Mreater than 9 months.
;. Lou ha$e a$ailed the ser$ices from hich of the folloing ser$ice stations^
> ? Deep Hyundai > ? (r$ind Hyundai > ? *& HL#/D(I
> ? 8thers ]]]]]]]]]]
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6. Ho satisfied are you ith the Euality of the ser$ice^
> ? D-tremely .atisfied > ? Juite .atisfied > ? .lightly .atisfied
> ? /either .atisfied nor Dissatisfied > ? .lightly Dissatisfied> ? Juite Dissatisfied
> ? D-tremely Dissatisfied
9. &ate your satisfaction based on the understated parameters on the folloing scale at *&
HL#/D(I .er$ice 5entre.
I----------------I-------------I--------------I---------------I
Dissatisfied .omehat 8.N .omehat .atisfied
Dissatisfied .atisfied
($ailability of spares.
Information pro$ided.
.er$ice Time
5harges
:. Did you e$er face a similar problem getting repeated after a ser$ice^
> ? Les > ? /o
7.If yes) are the complaints immediately attended and rectified^
> ? Les > ? /o
<1
10.Hould you prefer somebody form Hyundai *otor India +imited to come to your place
and pic, up your car for ser$icing and drop it bac,^
> ? Definitely
> ? %robably
> ? DoesnCt ma,e a difference
> ? /o
11.In such case) are you illing to pay an additional amount^
> ? Les > ? /o

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