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A STUDY ON SATISFACTION OF CUSTOMERS OF

KTC HYUNDAI, CALICUT

MINOR PROJECT REPORT

Submitted in partial fulfillment of the requirements for the award of degree of

BACHELOR OF BUSINESS MANAGEMENT


CALICUT UNIVERSITY

SUBMITTED BY: ABHIRAM B

REG. NO: SBAOBBAR28

UNDER THE GUIDENCE OF: Dr. LALITHA DEVI

(SN COLLEGE VATAKARA, CALICUT)

CENTRE FOR PARTICIPATORY PROGRAMS

CALICUT UNIVERSITY
2017
DECLARATION

I,ABHIRAM B ,here by declare that this project work ASTUDYON


SATISFACTION OF CUSTOMERS ON KTC HYUNDAI is a bonafide
work carried out by me and this has not previously formed the basis for the
award of any degree, diploma, associateship, fellowship or any other similar
title of recognition.

Date:
Place:
ACKNOWLEDGEMENT

Boundless thanks to The Lord Almighty for the priceless blessings


that showered on me.

It takes a lot of effort to work your way through your goal and having
someone to guide you and help you, is always a blessing. I would like to take
this opportunity to thank a few who were closely involved in the completion of
this project.

I am extremely grateful to the Associate Dean of my institution


DR.venugopal for his immense support and guidance.

I extend my sincere thanks to my teacher dr.lalitha devi for the


valuable suggestions which directly influenced in the development of every
step of my project.

I would also like to record my profound gratitude to Mr.syamjith(sales


manager, KTC HYUNDAI ).

Finally,it's my foremost duty to thank all my colleagues who have


helped me to do this project.
CONTENTS

1. INTRODUCTION

RESEARCH PROBLEM

SIGNIFICANCE OF THE STUDY

OBJECTIVES OF THE STUDY

SCOPE OF THE STUDY

RESEARCH METHODOLOGY

RESEARCH DESIGN

DATA COLLECTION METHODS

TOOLS OF DATA COLLECTION

TOOLS FOR ANALYSIS

2. THEORETICAL PERCEPTIVE

3. INDUSTRY PROFILE

4. COMPANY PROFILE

5. DATA ANALYSIS AND INTERPRETATION

6. FINDINGS, SUGGESTIONS AND CONCLUSION

7. APPENDIX

8. BIBLIOGRAPHY
1. INTRODUCTION

Todays marketing environment is a dynamic one and companies are


faced with the challenge of continuously evolving new strategies to stay ahead
in the race. It is in this context that Customer Satisfaction gains significance.
This project is a modest attempt to identify the level of customer satisfaction
on KTC HYUNDAI The leading dealer in four wheeler company.

The key assumption underlying the marketing concept is that, to be


successful, a company must determine the needs and wants of specific target
markets and deliver the desired satisfactions better than the competition. The
marketing concept is based on the premise that a marketer should make what it
can sell, instead of trying to sell what it has made. Whereas the selling concept
focuses on the needs of the sellers and on existing products, the marketing
concept focuses on the needs of the buyer. The selling concept focuses on
profits through sales volume; the marketing focuses on profits based on
customer satisfaction.

Customer satisfaction is the individuals' perception of the performance


of the product or service in relation to his or her expectations. 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 marketplace where businesses compete for customers,


customer satisfaction is seen as a key differentiator and increasingly has
become a key element of business strategy. There is a substantial body of
empirical literature that establishes the benefits of customer satisfaction for
firms.
Customer satisfaction measurement variables will differ depending on
what type of satisfaction is being researched. For example, manufacturers
typically desire on-time delivery and adherence to specifications, so measures
of satisfaction taken by suppliers should include these critical variables.
RESEARCH PROBLEM

Marketers are finding ways to impress customers with various things


because they know that satisfied customers are greatest asset of a firm.
Customer satisfaction is the key for the success of any business. Customer
satisfaction leads to increased corporate profitability. The company wants to
know whether their customers are satisfied with the products. In this study the
researcher has tried to analyse how much the customers are satisfied with the
dealer KTC HYUNDAI.

SIGNIFICANCE OF THE STUDY

The project is designed to provide KTC HYUNDAI a complete


analysis of customer satisfaction. Customer is the ultimate end user and his
level of satisfaction with the product will decide current usage pattern and
further purchases. A satisfied customer will have a high level of brand loyalty
and can significantly influence the purchase decision of others. Companies are
faced with the challengers of retaining and maintaining a satisfied customer
base and their marketing strategies should reflect this objective. The researcher
hopes that the implication of the study will be well received and will be of
further use. The study covers the major factors connected with the customer
satisfaction with reference to KTC HYUNDAI. The study has helped the
researcher to understand the importance and role of the customer satisfaction
for the success of the firm. The study also enables the company to know about
the importance given by customers to service.
OBJECTIVES OF THE STUDY

Primary Objective

To study the customers satisfaction level with reference to KTC


HYUNDAI.

Secondary Objective

To study about the factors influencing the Purchase Decision.


To provide useful suggestion and opinion to improve product and
service
To understand the pre purchase options of customers of KTC
HYUNDAI.

SCOPE OF THE STUDY

The study has a wide scope in the context of organizations benefit


regarding the level of satisfaction the customers are having about the dealer
KTC HYUNDAI. The study covers customers from Mangalore. A satisfied
customer is the best advertisement, the proverb itself explains that the major
task of business is to create and sustain customer. It is customers who decide
whether the organization exists in the market or not. Customers buying
decision depend upon various factors like price, brand image,quality etc. After
sales service also play a major role in sustaining the customers. The scope of
the study is very valuable because marketing strategies and policies of firm
depend on consumer behaviour and their satisfaction.
RESEARCH METHODOLOGY

Research methodology is a systematical way to solve the research


problem. It is a science of studying how research is done scientifically. In this,
we study various steps that are generally adopted by a researcher in studying
his research problem along with the logic behind them. The motive of an
investigator is to uncover truth or fact. Methods comprise the procedures used
for generating, collecting and evaluating data. Methods are ways of obtaining
information useful for assessing explanation. An attempt to inquire truth also
involves confrontation with obstacles. Methodology thus prepares the
investigator to adopt techniques to neutralize the effects of hurdle. It is
necessary for the researcher to know not only the research methods but also the
research methodology.

RESEARCH DESIGN

Research design is a basis of framework, which provides guidelines for


the rest of research process. It is the map of blue print according to which, the
research is to be conducted. The research design specifies the method of study.
There are three basic types of research design namely; exploratory, descriptive
and experiments. A research design helps to define the problem, method of data
collection and analysis, time requirement for the project to estimate the
expenses to be incurred. It is purely and simply the framework of plan for a
study that guides data collection. Thus project is based upon the descriptive
research design.

DATA COLLECTION METHODS

Primary data
Secondary data

Primary Data
Data comes from primary source is called primary data. It is direct data.
In this study mainly data is gathered from face to face interaction with
customer through structured questionnaire.

Primary data collected - through survey method

The following is the measurement technique used in the research for


primary data:

a) Questionnaire
b) Personal interview
c) Discussion with officials

Secondary Data

Secondary data refer to the information of facts which are already


available. For present study main sources of secondary data are company
brochures ,product manuals, magazines of the company like profile of the
company website of the company

Secondary datas collected from internal and external sources.

Internal sources

Company Journals
Company Reports
Company Broachers

External Sources

Websites
News papers
Magazines
AREA OF STUDY

The study was conducted in Mangalore


SAMPLE DESIGN

Sampling

It is the process of obtaining information about an entire population by


examining information about an entire population by examining only a part of
it. In this research work only a few items are selected from the universe for
study purpose^

SAMPLING FRAME

Sample Size

Total of 60 respondents were selected for study. Out of 60,30 were from
service section and 30 from sales section. That is new and current customers
were personally interviewed and questionnaire was given to them.

Sampling methods

Sampling method used is simple random sampling. This sampling technique


gives each element an equal and independent chance of being selected.

Sampling unit

A decision related to sampling unit is to be taken before selecting


sample for study. Here the sampling unit is a person owning corolla altis.

TOOLS OF DATA COLLECTION

The required data collected from the Customers, the necessary coding
sheets were prepared, then with the help of them the data's were analyzed with
help of Bar graphs & Pie charts and based on this analysis conclusions and
recommendations were formulated.
TOOLS FOR ANALYSIS

Percentage Analysis

Percentage refers to a special kind of ratio, and is used in making


comparison between two or more services of data and is used to describe
relationship. Percentage is used to compare the relative terms and the
distribution at two or more services of data.

It was difficult to get the unbiased opinion of the respondents, because


generally respondents tend to give biased opinion.

The survey was conducted in limited time span. Hence time acts as a
major constraint for the detailed analysis of the problem under study.
2. THEORETICAL PERCEPTIVE

CUSTOMER SATISFACTION

Customer is the person who purchases goods and services for money
money's worth customer is the pivot, around which the entire system of
marketing revolves. Therefore, marketer must know about the customers so
that the products can be produced in such a fashion to give satisfaction to them.

Customer satisfaction is the state of mind that customers have about a


company when their expectations have been met or exceeded over the lifetime
of the product or service. The achievement of customer satisfaction leads to
company loyalty and product repurchase. Customer satisfaction measurement
must be undertaken with an understanding of the gap between customer
expectations and attribute performance perceptions.

There is a connection between customer satisfaction measurement and


bottom-line results.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 marketplace where businesses compete for customers,


customer satisfaction is seen as a key differentiator and increasingly has
become a key element of business strategy. There is a substantial body of
empirical literature that establishes the benefits of customer satisfaction for
firms.

Customer satisfaction measurement variables will differ depending on


what type of satisfaction is being researched. For example, manufacturers
typically desire on-time delivery and adherence to specifications, so measures
of satisfaction taken by suppliers should include these critical variables.
Clearly defining and understanding customer satisfaction can help any
company identify opportunities for product and service innovation and serve as
the basis for performance appraisal and reward systems. It can also serve as the
basis for a customer satisfaction survey program that can ensure that quality
improvement efforts are properly focused on issues that are most important to
the customer.

Measuring customer satisfactionOrganizations 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 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.

Tools for tracking or measuring customer satisfaction

Companies uses the following methods to measure how much customer


satisfaction they are creating.Companies uses the following methods to
measure how much customer satisfaction they are creating.

1) Complaint and suggestion system

A consumer centered organization makes it easy for customers to makes


suggestions or complaints. Suggestion and complaint boxes are common now
-a -days.
2) Consumer satisfaction surveys

Some companies took a direct method of consumer satisfaction by


periodic surveys. They send questionnaires to random sample of their
customers to find out how they feel about various aspect of companies
performance.

3) Ghost shopping

Another useful way to gather a picture of customer satisfaction is hiring


person to pose as potential buyers to report their findings on strong and weak
points they experienced in buying the companies and competitors products.
These hired people are called ghost shoppers.

4) Lost consumer analysis

Companies should contact customers who have stopped buying or who


have switched to another supplier to learn why this happened

5) Front line employees

Employees who have direct contact with customer can be an excellent


source of information about customer satisfaction. They gather the information
about consumers opinion
3 INDUSTRY PROFILE
AUTOMOBILE INDUSTRY IN INDIA

In the fast moving world with the biggest countries with huge
economies India has managed to be the eleventh in the world for
annual production of 2 million units approximately. This sector in
India is growing at a very fast rate and it has crossed China in terms of
selling the Units. In the matter of population India is the second
largest country in the world with a population of 1.1 billion. In this
respect it is just next to China. But it has a very small land mass as
compared to China. India has become an attraction for car
manufacturers around the Globe as a graph of its ownership of car i.e.
7 per 1000 people.

Automobile industry in India comprises of 13 million direct and


indirect employees. It contributes 3.1% of India's GDP (nominal) and
the valuation of the industry is about US$ 34 billion. India's
motorcycle market with an annual sale of 5 million units is the second
largest around the globe. India has Fourth largest commercial vehicle
market, Eleventh largest passenger car market, fifth largest bus &
truck market (by volume) around the globe.

With this growing pace India by 2016 is expected to be the


seventh largest automobile market and by 2030 world's 3 rd largest
behind US &China. Late 1890s is the time when Automobile was
introduced in India but it came into existence only after the
independence in 1947. Until 1980's Hindustan Motors and some small
manufacturers Premier Automobiles, Tata Motors, Bajaj Auto, Ashok
and Standard Motors held an oligopoly till the time when Marati
Udyog Suzuki came into existence after the death of the great Indian
politician Sanjay Gandhi who championed the need for a people's
car.

It quickly gained over 50% of the market share. The Maruti 800
became popular because of its low price, high fuel efficiency,
reliability and modern features relative to its competition at the time.

From the decades in the Indian automotive industry there were


only few vehicle models but then also there is a good lead time to get
a car after the booking. So with changing economy, competition, and
urge to grow big we are here with more than 100 Models and every
month with a new model to offer. Inspite of having manufacturing of
major foreign automakers based in India our Indian Domestic
Automobile Companies are leading in the Market. Tata Motors is the
largest commercial vehicle company, Maruti Suzuki is the largest
passenger vehicle company & Hero Honda is the largest motorcycle
company in India. Mahindra & Mahindra, Ashok Leyland and Bajaj
Auto are some more leading automobile manufacturers.

Automobile Domestic Sales Trends (Number of Vehicles)

Category 2006-07 2008-09 % change

Passenger Car 882208 1076408 22.01

Total Passenger Vehicles 1143076 1379698 20.7


Total Commercial Vehicles 351041 467882 33.28

Three Wheelers 359920 403909 12.22

Total Two Wheelers 7052391 7857548 11.41

Grand Total 8906428 10109037 13.5

Source: Society of Indian Automobiles Manufacturers.

MAJOR AUTOMOBILE MANUFACTURERS IN INDIA

FORCE MOTORS

Force Motors was formerly known as Bajaj Tempo Ltd.


Founded in 1958, it is located in Akurdi, a Pimpri-Chinchwad
neighbourhood of Pune, India. They manufacture three wheelers,
multi utility and cross country vehicles, light commercial vehicles,
tractors and now heavy commercial vehicles.

ASHOK LEYLAND

Ashok Leyland is a commercial vehicle manufacturing


company based in Chennai, India. In 1948, Ashok Motors was set up
in what was then Madras, for the assembly of Austin Cars. The
Company's destiny and name changed soon with equity participation
by British Leyland and Ashok Leyland commenced manufacture of
commercial vehicles in 1955. For over five decades, Ashok Leyland
has been the technology leader in India's commercial vehicle industry,
moulding the country's commercial vehicle profile by introducing
technologies and product ideas that have gone on to become industry
nouns.
MAHINDRA & MAHINDRA EIMITEP

Mahindra Classic:

The automotive section of Mahindra started off when a first


batch of seventy five Utility Vehicles (UVs) was imported in CKD
condition from Willys in 1947. It has come a long way, not just
manufacturing Jeeps but also agricultural equipment and light trucks.
MARUTI SUZUKI

Maruti Udyog was formed as a partnership between the


Government of India and Suzuki of Japan. It brought India its first
"affordable" car, the Maruti 800. It is the biggest car manufacturer in
India and especially dominant in the small car sector. Then it brought
out The Mamti 1000, made by Maruti Udyog was the first ever
contemporary sedan-type car launched in India. The car (which
Suzuki sold in other countries as the Cultus/Swift/Geo Metro with a
1.3 L or 1.6 L engine) was introduced in October, 1990. Sold at Rs.
3.81 lakh, it was back then the costliest car released in the Indian
market.

MULTI-NATIONAL COMPANIES

BMW

BMW is manufacturer of prestigious sport sedans that are


known for their nimble handling. BMW enjoys good brand
recognition in India, thanks to Indian movies and the rich who have
been importing these cars for decades. It has set up a plant in Chennai,
Tamil Nadu, to manufacture cars locally exclusively for the local
market with no plans for export. It set up the plant to circumvent high
import duties.

FIAT

Fiat India has struggled in India since its inception. The Fiat
Uno was one of the first products to be introduced. The Fiat Palio was
later introduced and was initially a big hit with its style and ride
comfort coupled with solid build but has slowly lost its sheen due to
low fuel efficiency.
GENERAL MOTORS

Chevrolet has been one of the most recognized brands in India


for several decades. They were made popular as the vehicle of choice
of the heroes in Bollywood movies. The model lineup consists of
vehicles from cheaper sister brands like Daewoo. General Motors
initially entered India with the Opel brand, but the Opel brand was
dropped in March 2006 because sales were at an all time low due to
high prices and General Motors wanted to focus more on their
Chevrolet brand. Since the Chevrolet brand was introduced in India,
there have been no new Opel products.

MERCEDES-BENZ

Mercedes-Benz has had to cater to the ever growing luxury


segment in India, in a much better fashion now, especially after the
arrival of the other luxury German manufacturers. Now, Mercedes-
Benz cars are launched in India soon after the worldwide launch and
homologation as opposed to earlier, when Mercedes-Benz had
monopolized the niche Indian market.
SKODA

Skoda is an important car manufacturer of India. It recently


launched the Laura; the Octavia still continues to exist. Skoda also
offers the Superb in India but it's not too popular.

TOYOTA

Toyota Kirloskar sells 4 car models in India. It stopped


producing the Toyota Qualis to make way for the Toyota Innova,
which was launched in India in 2005. The most expensive car from
Toyota is a very powerful SUV - The Land Cruiser Prado. Toyota
Kirloskar Motors LTD is a joint venture between Toyota Motor
Corporation and the Kirloskar Group.

FORD

Ford entered india in collaboration with Mahindra&Mahindra in


1995with a major plant in Tamil Nadu.The first moel was the Escort.
4 COMPANY PROFILE
HYUNDAI MOTOR COMPANY is a Korea-based company
principally engaged in the manufacture and distribution of
automobiles and automobile parts. Along with its subsidiaries, the
Company operates in three business divisions: vehicle division,
financial division and other business division. Its vehicle division
manufactures automobiles under the brand names of Genesis,
Tucson, Equus, Veloster, Azera, Sonata, Elantra, Accent and others,
and commercial vehicles, including trucks, buses, special vehicles
and others, as well as provides automobile maintenance services
and related components. Its financial division mainly provides
automobile financing services and credit card services. Its other
business division includes construction of railways and others.

Hyundai vehicles run the gamut from budget cars to luxury sedans
to commercial trucks. South Korea's leading carmaker, Hyundai
Motor produces compact and luxury cars, SUVs, minivans, trucks,
buses, and other commercial vehicles. Its cars are sold in 180
countries through some 6,000 dealerships. Hyundai generates about
half of its sales in South Korea, but its vehicles are also popular in
emerging markets such as China and India. The company operates a
dozen manufacturing plants in China, the Czech Republic, India,
Russia, South Korea, Turkey and the US. It sold 3.6
million passenger cars in 2010, but only 500,000 in the US, where
it does business as Hyundai Motor America. Hyundai also owns a
34% stake in Kia Motors.
HISTORICAL ANALYSIS
Hyundai was founded as a small construction firm by Chung Ju-yung in 1947.
Hyundai Construction began operating outside of South Korea in 1965,
initially entering the markets of Guam, Thailand and Vietnam.

Hyundai Motor Company was founded in 1967. Hyundai Heavy Industries was
founded in 1973, and completed the construction of its first ships in June 1974.

In 1983 Hyundai entered the semiconductor industry through the establishment


of Hyundai Electronics (renamed Hynix in 2001).[8]

In 1986 a Hyundai-manufactured IBM PC-XT compatible called the Blue


Chip PC was sold in discount and toy stores throughout the US. It was one of
the earliest PC clones marketed toward consumers instead of business.[9]

Hyundai announced a major management restructuring in December 1995,


affecting 404 executives.[10]

In April 1999 Hyundai announced a major corporate restructuring, involving a


two-thirds reduction of the number of business units and a plan to break up the
group into five independent business groups by 2003.[11][12]

Operations[edit]

The former headquarters of Hyundai in Seoul South Korea

By the mid-1990s Hyundai comprised over 60 subsidiary companies and was


active in a diverse range of activities including automobile manufacturing,
construction, chemicals, electronics, financial services, heavy industry and
shipbuilding.[4] In the same period it had total annual revenues of around US$90
billion and over 200,000 employees.[4]

Hyundai branded vehicles are manufactured by Hyundai Motor Company,


which along with Kia comprises the Hyundai Kia Automotive Group.
Headquartered in Seoul, South Korea, Hyundai operates the world's largest
integrated automobile manufacturing facility[2] in Ulsan, which is capable of
producing 1.6 million units annually. The company employs about 75,000
people around the world. Hyundai vehicles are sold in 193 countries through
some 6,000 dealerships and showrooms worldwide. In 2012, Hyundai sold
over 4.4 million vehicles worldwide. Popular models include the Sonata
midsize sedan and Elantra compact

SWOT

SWOT ANALYSIS:

Hyundai Motor Company is an automotive manufacturer from Seoul


South Korea. The company was established in 1967 by founder Chung
Ju-yung as a construction company. Over the years the company went
major restructurings and is now a part of many companies bearing
Hyundai name. Hyundai Motor group designs, manufactures and
sells light vehicles, commercial vehicles and buses. It is the worlds
5th largest automaker, which sold 4.963 million units through 6000
dealerships in 186 countries in 2015

STRENGTHS:
1. Excellence in vehicle safety and design proven by many awards
2. The 6th highest automotive brand reputation in the world
3. Effective research and development (R&D) spending resulting in new
innovative cars
4. Low cost to drive and durable cars
5. Strong presence in Chinas market
DATA ANALYSIS AND INTERPRETATION

TABLE NO:1

LINE OF WORK

SCALE NO.OF %OF RESPONDENTS


RESPONDENTS

EMPLOYEE 15 30

BUSINESS 14 28

NRI 9 18

OTHER 12 24

TOTAL 50 100

CHART NO:1

LINE OF WORK

EMPLOYEE
BUSINESS
NRI
OTHER
INTERPRETATION :

From the given table we can interpret the most of the customers
ie.30% are employees who consumes Hyuudai products.28% of
consumers come under business ,while24% comes in NRI and the
rest is only 18% i.e NRI.
TABLE NO:2

BEST FEATURE IN HYUNDAI CARS

SCALE NO.OF %OF


RESPONDENTS RESPONDENTS

STYLE 12 24

PRICE 5 10

MILEAGE 15 30

QUALITY 10 20

MILEAGE AND 4 8
QUALITY

MILEAGE AND 4 8
STYLE

TOTAL 50 100

CHART NO:2
BEST FEATURE IN HYUNDAI ICAR

STYLE
PRICE
MILEAGE
QUALITY
MILEAGE AND QUALTY
MILEAGE AND STYLE

INTERPRETATION:

As per the table 30% influenced by mileage,24% were influenced


by style,20%are influenced by quality,8% influenced by mileage
and quality and rest 8% of respondents were based on mileage
and style.
TABLE NO:3

MODEL OF HYUNDAI CAR THAT YOU OWN:

SCALE NO.OF %OF


RESPONDENTS RESPONDENTS

E on 1 2

SANTRO 18 36

I10 18 36

GRAND i10 1 2

I20 7 14

VERNA 2 4

ELANTRA 1 2

GETZ 2 4

TOTAL 50 100

CHART NO:3
MODEL OF HYUNDAI CAR OWNED

E ON
SANTRO
i10
GRAND i10
i20
VERNA

INTERPRETATION :

Above table shows 36% of respondents own Santro and i10


cars,14% of respondents own i20,both 4% of respondents own
Verna& Getz.,2% of respondents hold Elantra, Eon & Grand i10.

TABLE NO:4
EXPERIENCE WHEN YOU DRIVE HYUNDAI CAR:

SCALE NO.OF %OF


RESPONDENTS RESPONDENTS

EXCELLENT 26 52

GOOD 20 40

BETTER 4 8

POOR 0 0

TOTAL 50 100

CHART NO:4

EXPERIENCE WHEN YOU DRIVE HYUNDAI CAR

EXCELLENT
GOOD
BETTER
POOR

INTERPRETATION :

From the responses of the customers we can understand that 52%


of respondents evaluated that they had an excellent
experience,40% of them says Good ,8% of respondents evaluated
as better and 0% were evaluated as poor.
TABLE NO:5

SATISFACTION WITH VECHILE MILEAGE

SCALE NO.OF %OF


RESPONDENTS RESPONDENTS

YES 45 90

NO 5 10

TOTAL 50 100

CHART NO:5

SATISFACTION WITH VECHILE MILEAGE


100
90
80
70
60 SATISFACTION WITH
VECHILE MILEAGE
50
40
30
20
10
0
YES NO
TABLE NO:6

RECOMMENDATION OF HYUNDAI CARS TO OTHERS:

SCALE NO.OF %OF


RESPONDENTS RESPONDENTS

YES 43 86

NO 7 14

TOTAL 50 100

CHART NO:6

100

90

80

70

60
RECOMMENDATION OF
50
HYUNDAI CARS TO
40 OTHERS

30

20

10

0
YES NO

INTERPRETATION:

Most of the customers ,that is about 86%,are ready to


responsibility and recommend the cars to their family and
friends.This is the best method of advertising i.e word of mouth. It
does not cost the company and is most influencial.so having such
customers is advantageous to the company. While 14% are not
ready to recommend to others.
TABLE NO:7

SATISFACTION WITH PERFORMANCE OF CAR:

SCALE NO.OF %OF


RESPONDENTS RESPONDENTS

FULLY SATISFIED 33 66

JUST SATISFIED 12 24

NOT SATISFIED 5 10

TOTAL 50 100

CHART NO: 7

SATISFICATION WITH PERFORMANCE OF CAR

FULLY SATISFIED
JUST SATISFIED
NOT SATISFIED

INTERPRETATION :

From the response of the customers we can understand that 66%


of respondents were fully satisfied with the performance of the
car,24% were just satisfied and only 5% were not satisfied with
the performance of the car.
TABLE No: 8

PURCHASE OF HYUNDAI CAR AGAIN:

SCALE NO.OF %OF


RESPONDENTS RESPONDENTS

PROBABLY 28 56

DEFINITELY 12 24

DEFINITELY NOT 10 20

MIGHT 0 0

TOTAL 50 100

CHART NO: 8

PURCHASE OF HYUNDAI CAR AGAIN

PROBABLY
DEFINITELY
DEFINITELY NOT
MIGHT

INTEPRETATION :
The majority of respondents 56% of respondents will probably
purchase again,24% of them will definitely purchase,10% of them
will not purchase again and 0% of them might purchase again.
TABLE NO:9

PREFERENCE TO EXCHANGE CAR:

SCALE NO.OF %OF


RESPONDENTS RESPONDENTS

YES 14 28

NO 36 72

NOT NOW 0 0

TOTAL 50 100

CHART NO: 9
PREFERENCE TO EXCHANGE CAR
80

70

60

50 PREFERENCE TO
EXCHANGE CAR
40

30

20

10

0
YES NO NOT NOW

INTERPRETATION :

From the table its very clear that 72% customers are not willing
to exchange their cars ,and the statistics shows about 28% of
customers are ready to exchange cars
TABLE NO :10

SERVICE AT HYUNDAI :

SCALE NO.OF %OF


RESPONDENTS RESPONDENTS
EXCELLENT 24 48
VERYGOOD 10 20
GOOD 10 20
AVERAGE 6 12
POOR 0 0
TOTAL 50 100

CHART NO:10

SERVICE AT HYUNDAI

EXCELLENT
VERYGOOD
GOOD
AVERAGE
POOR

INTERPRETATION :

From the respondents of the customers we can understand that


48% of the respondents evaluated that the service at KTC
Hyundai is excellent, 20%of them says very good,20% of
respondents evaluated their service as good,12% of them
mentioned as average and 0% of respondents as poor
TABLE NO:11

CAR VALUE FOR MONEY :

SCALE NO.OF %OF


RESPONDENTS RESPONDENTS
LOW 0 0
AVERAGE 5 10
HIGH 33 66
VERY HIGH 12 24
TOTAL 50 100

CHART NO: 11

CAR VALUE FOR MONEY

LOW
AVERAGE
HIGH
VERY HIGH

INTERPRETATION:

From the response of customers we can understand that 66% of


respondents were saying that the value of car value for money
were high,24% of them responded very high,10% of respondents
were sayig average and 0% of respondents were saying low.
TABLE NO: 12

INSURANCE

SCALE NO.OF %OF


RESPONDENTS RESPONDENTS

YES 42 84

NO 8 16

TOTAL 50 100

CHART NO: 12

INSURANCE

YES
NO

INTERPRETATION :

From the table its clear that 84% respondents have insurance
and rest 8% dont have an insurance.
TABLE NO: 13

SALES PERSON KNOWLEDGEABLE

SCALE NO.OF %OF


RESPONDENTS RESPONDENTS

YES 46 92

NO 6 8

TOTAL 50 100

CHART 13:

SALES PERSON KNOWLEDGEABLE


100
90
80
70
60 SALES PERSON
KNOWLEDGEABLE
50
40
30
20
10
0
YES NO

INTERPRETATION :

From the table its clear that 84%respondents said sales person is
knowledgeable
TABLE NO: 14

GOOD CONDITIONED VECHILE AT DELIVERY TIME

SCALE NO OF % OF
RESPONDENTS RESPONDENTS

COMPLETELY 34 68
AGREE

MOSTLY AGREE 10 20

COMPLETELY 6 12
DISAGREE

TOTAL 50 100

CHART NO:14

GOOD CONDITIONED VECHILE AT DELIVERY TIME

COMPLETELY AGREE
MOSTLY AGREE
COMPLETELY DISAGREE
INTERPRETATION:

The above chart shows that 68% of the respondents completely


agreed that they get good conditioned vechile at the delivery time ,
685 of them mostly agreed and 12% of the respondents completely
disagreed.

TABLE NO:15

AFFORDABLE PRICE

SCALE NO OF % OF
RESPONDENTS RESPONDENTS

STRONGLY AGREE 12 24

AGREE 31 62

NUETRAL 7 14

DISAGREE 0 0

STRONGLY 0 0
DISAGREE

TOTAL 50 100

CHART NO;15
AFFORDABLE PRICES

STRONGLY AGREE
AGREE
NUETRAL
DISAGREE
STRONGLY DISAGREE

INTERPRETATION:

As per table shows that 62% of respondents agreed the price of their
products are affordable ,24% of them were strongly agreeing ,14% of
respondents were neutral and 0% of them came under the category of
disagree and strongly disagree
QUESTIONNAIRE:

CUSTOMER NAME:.

CONTACT NO:..

ADDRESS

1)What is your line of work?

a)Employee b)NRI c)Business d)Other

2)Which feature is best in Hyundai?

a) Style b) Mileage c) Style and mileage d) Style and quality price


e)Quality

3)Which model of Hyundai do you own?

a)Eon b)Santro c)i10 d)Grand i10 e)i20 f)Verna g)Creta h)Elantra

4)What do you feel when you drive Hyundai?

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

5)Are you satisfied with the vehicle mileage?

a)Yes b)No

6)Will you recommend Hyundai car to anybody?

a)Yes b)No
7)Are you satisfied with the performance of the car?

a)Fully satisfied b)Jut satisfied c) Not satisfied

8)Do you repeat purchase of Hyundai car?

a)Probably b)Definitely c)Definitely Not d)Might

9)Are you interested to exchange your car?

a)Yes b)No c) Not now

10)How is the service at Hyundai?

a)Excellent b) Very Good c) Good d)Average e)Poor

11)How about the car value for money?

a)Low b)Average c)High d)Very High

12)Does the customers make use of the insurance policies provided by


KTC Hyundai?

a)Yes b)No

13)Is the sales person knowledgeable ?

a)Yes b)No

14)Is the vehicle good conditioned at the time of delivery?

a)Completely agree b) Agree c)Completely disagree

15)Are the products of Hyundai affordable?


a)Strongly agree b)Agree c)Neutral d)Disagree e)Strongly disagree

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