225745984 Customer Satisfaction in Hyundai Doc (1)

APROJECT REPORT

ON

“CUSTOMER SATISFACTION”IN

SUBMITTED IN PARTIAL FULFILLMENT OF AWARD OF DEGREE OFBACHELOR IN BUSINESS ADMINISTRATION

Affiliated To : C.C.S. University, NoidaACADEMIC SESSION

[2010-2013]

INSTITUTE OF MANAGEMENT STUDIES, A-8, B-IMS, Campus, Sec-62, NOIDA

SUBMITTED TO: SUBMITTED BY:

Mr. Atulesh Sharma Sujeet Kumar (Faculty of BBA Department) Roll No – 9194613

BBA – VIth Sem.

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 own

effort at M. R. Hyundai organization under the guidance of Mr. SUMIT SHARMA (G.M).

The same report has not been submitted earlier to any institute/University for awarding the any

degree/diploma of ‘Bachelor of Business Administration’ are any other professional course. if

there will be any violation of IPR than I will be solely responsible to that and in institute/

university has right to cancelled my degree.

Date……………

Place SIGNATURE IN FULL..........

Sujeet Kumar

2

ACKNOWLEDGEMENTqq

As a student, a lot of guidance is needed to me for preparing this report. I am very grateful to of

Hyundai Motor India Limited without whose guidance and help the Last but not the least I

would like to thanks to Academics without whose feedback and encouragement this

project would not have been possible. Their help has gone a long way in successful

completion of my project.

research would never been possible.

I am also indebted to number of consumers for sharing their insight and experiences with me.

I would like to thank colleagues and friends from IMS, Noida and elsewhere for their help and

assistance in the compilation of this work.

At last but not least, I would like to thanks all those who directly or indirectly helped me to

prepare this project report.

I would like to thank to my external guide Mr. Atulesh Sharma (Faculty of BBA Dept.).

SUJEET KUMAR BBA-VITH SEM.

3

TABLE OF CONTENST

Title Page No.:

Part 1:

About Customer Satisfaction 5

Introduction of organization 9

Brief history of the organization 15

Organization Performance 16

Organization products/services 17

Major challenges of the organization 57

Part 2:

Introduction of problem 60

Object of study 61

Literature review 62

Scope of study 63

Research Methodology 64

Data Presentation 6879

Results & Findings

Suggestion 80

Limitation 81

Conclusion 82

Part 3:

Bibliography 83

Annexure 84

4

ABOUT CUSTOMER SATISFACTION:

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 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.[1]

However, the importance of customer satisfaction diminishes when a firm has increased

bargaining power. For example, cell phone plan providers, such as AT&T and Verizon,

participate in an industry that is an oligopoly, where only a few suppliers of a certain product or

service exist. As such, many cell phone plan contracts have a lot of fine print with provisions that

they would never get away if there were, say, a hundred cell phone plan providers, because

customer satisfaction would be way too low, and customers would easily have the option of

leaving for a better contract offer.

There is a substantial body of empirical literature that establishes the benefits of customer

satisfaction for firms.

A. Introduction

Although companies conduct customer satisfaction research for various reasons, the overall goal

is to help them “stay as close to their customers as humanly possible.”60 Many leading edge

companies and research firms focus on obtaining useful feedback from customers and clients and

converting it into “actionable” steps to improve their performance. Some want feedback from

customers about existing or new products and services. Others want to know how to target their

resources on issues of concern to customers. Still others want to demonstrate a commitment to

listening to their customers. As a by-product, customer feedback can provide actual examples of

good and bad practices for employee training and continuous improvement efforts. The

organization’s objectives define what it wants to learn from customers and guides how the

information is collected. Experts advise that first defining measurable objectives will allow

organizations to “learn the effectiveness of your survey, and it will help you in reinvesting the

information you learned.”62 In general, the research focus is how reliably the organization

fulfills customer satisfaction and what can be done to improve. “The most active verb when you

5

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

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

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

http://en.wikipedia.org/wiki/AT%26T

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

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

http://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-0

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

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

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

speak in the vocabulary of customer satisfaction is to improve.” How frequently an organization

measures customer satisfaction depends on the nature of its service and what it wants to gain. For

instance, if customers make daily decisions about the services offered, frequent measurement is

appropriate. Many consumer product and service companies need this type of day-to-day or

weekly information.

The National Performance Review (NPR) found that “best-in-business” organizations solicit

feedback from customers before, during, and after service. The methods chosen for measuring

customer satisfaction depend on customer characteristics, time availability, costs, and the

information an organization hopes to gather. Many of the top performing companies identified

by the NPR used sophisticated market research techniques: “Feedback was obtained through

customer focus groups, customer usage and attitude surveys, supplier and partner surveys, and

detailed telephone, mail, and personal interviews. In one case, thousands of customer surveys

were mailed out each week. Another company maintained a detailed database containing all

pertinent facts about its customers’ requirements.”65 Common methods of gathering customer

satisfaction information in the commercial world include 1-800 numbers, comment cards,

telephone surveys, mail-based surveys, focus groups, group interviews, and direct contact

between customers and employees. Recently, online surveys—through pop-up windows, links,

or email invitations—have become popular with many companies. Each method or combination

of methods has advantages and disadvantages. This section describes five strategies for customer

satisfaction research an improvement .

Measuring customer satisfaction

Organizations need to retain existing customers while targeting non-customers.[2] 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 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 factors the customer, such as other products against which the customer

can compare the organization's products.

6


Work done by Parasuraman, Zeithaml and Berry (Leonard L)[3] between 1985 and 1988

delivered SERVQUAL which provides the basis for the measurement of customer satisfaction

with a service by using the gap between the customer's expectation of performance and their

perceived experience of performance. This provides the researcher with a satisfaction "gap"

which is semi-quantitative in nature. Cronin and Taylor extended the disconfirmation theory by

combining the "gap" described by Parasuraman, Zeithaml and Berry as two different measures

(perception and expectation) into a single measurement of performance relative to expectation.

The usual measures of customer satisfaction involve a survey [4] with a set of statements using a

Likert Technique or scale. The customer is asked to evaluate each statement in terms of their

perception and expectation of performance of the service being measured.

Methodologies

This section may contain excessive, poor or irrelevant examples. You can improve the article

by adding more descriptive text. See Wikipedia's guide to writing better articles for further

suggestions. (March 2009)

American Customer Satisfaction Index (ACSI) is a scientific standard of customer satisfaction.

Academic research has shown that the national ACSI score is a strong predictor of Gross

Domestic Product (GDP) growth, and an even stronger predictor of Personal Consumption

Expenditure (PCE) growth. On the microeconomic level, research has shown that ACSI data

predicts stock market performance, both for market indices and for individually traded

companies. Increasing ACSI scores has been shown to predict loyalty, word-of-mouth

recommendations, and purchase behavior. The ACSI measures customer satisfaction annually for

more than 200 companies in 43 industries and 10 economic sectors. In addition to quarterly

reports, the ACSI methodology can be applied to private sector companies and government

agencies in order to improve loyalty and purchase intent. Two companies have been licensed to

apply the methodology of the ACSI for both the private and public sector: CFI Group, Inc.

applies the methodology of the ACSI offline, and Foresee Results applies the ACSI to websites

and other online initiatives. ASCI scores have also been calculated by independent researchers,

for example, for the mobile phones sector,[5] higher education,[6] and electronic mail.[7]

The Kano model is a theory of product development and customer satisfaction developed in the

1980s by Professor Noriaki Kano that classifies customer preferences into five categories:

7

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

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


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



http://www.foreseeresults.com/

http://www.cfigroup.com/

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

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

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

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

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

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

http://en.wikipedia.org/wiki/Wikipedia:Guide_to_writing_better_articles

http://en.wikipedia.org/wiki/Wikipedia:How_to_edit_a_page

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


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

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


Attractive, One-Dimensional, Must-Be, Indifferent, Reverse. The Kano model offers some

insight into the product attributes which are perceived to be important to customers. Kano also

produced a methodology for mapping consumer responses to questionnaires onto his model.

8

INTRODUCTION

Hyundai Motor India Limited (HMIL) is a wholly owned subsidiary of Hyundai Motor

Company, South Korea and is the second largest car manufacturer and the largest passenger car

exporter from India. HMIL presently markets 34 variants of passenger cars across seven models.

The Santro in the B segment, the Getz Prime, i10 and the Premium hatchback i20 in the B+

segment, the Accent and the Verna in the C segment, the Sonata Transform in the E segment and

the Tucson in the SUV segment.

Hyundai Motor India Ltd, continuing with its tradition of being the fastest growing passenger car

manufacturer, registered total sales of 489,328 vehicles in the calendar year (CY) 2008, an

increase of 49.6 percent over CY 2009. In the domestic market it clocked a growth of 22.4

9

Introduction of organization

percent with 245387 units in 2010, while overseas sales grew by 92.5 percent, with exports

accounting for 243,931 units in 2009

HMIL's fully integrated state-of-the-art manufacturing plant near Chennai boasts of the most

advanced production, quality and testing capabilities in the country. In continuation of its

commitment to provide the Indian customer with global technology, HMIL commissioned its

second plant in February 2010 which produces an additional 300,000 units per annum, raising

HMIL's total production capacity to 600,000 units per annum.

HMIL has invested to expand capacity in line with its positioning as HMC's global export

hub for compact cars. Apart from the expansion of production capacity, HMIL currently has 272

strong dealer networks across India, which will be further bolstered in 2010.

In 2008, HMIL also successfully completed 10 glorious years of operations in India and to

commemorate its achievements, initiated a unique trans-continental drive from Delhi to Paris in

10

Vision:

To become one of the top five global

automakers. To achieve this daring vision, the

company initiated a far sweeping corporate

restructing program while bolstering its R&D

efforts to produce automobiles that meet every

higher standard of quality, safety and

environmental friendliness.

Making the best use of synergy effects with Kia

Motors, Hyundai Motor Company has set its

sights on providing the finest customer service,

up-to-date technology, flawless quality and the

best value in the industry. In addition, the

company will focus its R&D efforts on the

development of more environment-friendly

technologies, while at the same time more

aggressively implementing its "Sigma 6,"

quality improvement campaign that will earn

the greater trust of its customers and ultimately

contribute to improved business profitability.

New Technologies.

Pristine natural environment is a birthright and

is perhaps the most important legacy we can

bequeath to our children and future

generations. Our efforts to develop 'greener'

technologies are unrelenting as we seek new

ways to protect the planet from further

environmental damage. The company is

placing increasingly greater effort on the

development of environment-friendly power

plants which are powered by a variety of

alternative fuels and which emit less pollution

than conventional combustion engines.

Future car development.

Hyundai Motor Company's ambition to become

one of the top five global automakers would be

impossible to achieve without continuous

investment into the development of future-

oriented concept cars that have come to serve

as barometers of competitiveness, technology

and creativity.

two of its hugely popular i10 Kappa cars. The drive created automobile history by completing a

distance of 10,000km in just 17 days after which the i10s were showcased at the Paris Motor

Show in October. In fact it was at the Paris Motor Show that HMIL first unveiled the Hyundai

i20 and the car received a phenomenal response from the auto enthusiasts across the world.

Hyundai Motor India also accomplished the landmark of producing the fastest 20th lakh cars in

India in 2008.

Like 2009, the year 2010 had also been a significant year for Hyundai Motor India. It achieved a

significant milestone by rolling out the fastest 400,000th export car. Hyundai exported to over 95

countries globally; even as it plans to continue its thrust in existing export markets, it is gearing

up to step up its foray into new markets. 2007 also saw the launch of the i10 and yet another

path-breaking record in its young journey by rolling out the fastest 1,500,000th car.

Hyundai's new model i10 made a clean sweep of all the 'Car of the Year 2008' awards from the

leading automotive magazines and TV channels like BS Motoring, CNBC-TV18 AutoCar,

NDTV Profit Car & Bike India and Overdrive magazine. The i10 was also the choice of the

discerning automotive media of the country as they conferred the prestigious 'Indian Car of the

Year' (ICOTY) award to the i10 as well.

The Santro and the Accent also received the 'TNS Voice of the Customer - 2008' award

for the Premium Compact Car (Santro) and the Entry Mid size Car (Accent). In March 2008 it

achieved yet another milestone by rolling out the fastest 500,000th export car.

In 2007, the Hyundai Verna had also bagged some of the most prestigious awards starting with

the Overdrive magazine’s ‘Car of the Year 2007’, the ‘Best Mid-size Car of the Year’ award

from NDTV Profit Car & Bike India, the ‘Best Value for Money Car’ from CNBC Autocar and

'Performance Car of the Year' from Business Standard Motoring.

Hyundai cars have been a favorite at all awards ceremonies and has won many awards.

The Sonata Embera won the 'Executive Car of The Year 2006' award from Business Standard

Motoring magazine and NDTV Profit Car & Bike India had declared the Tucson as the 'SUV of

The Year 2006'.

Not only this, HMIL has also been awarded the benchmark ISO 14001 certification for its

sustainable environment management practices.

11

Quality. Brand power. These are the two priorities for Hyundai Motor Company as it prepares

for the future. No longer content to follow and learn, Hyundai is now seeking to lead the motor

industry in shaping the evolution of motor vehicles. With Hyundai's publicly stated goal of

becoming one of the top five carmakers in the world by 2010, the Hyundai brand will require

careful repositioning. Management realizes that achieving this goal will require strong

determination, resolve but, above all, stronger public confidence in the Hyundai name.

It will also carry with it a new set of responsibilities, such as greater transparency in

management and the environmental, social and economic facets of sustainable development. By

publicly announcing a new global environment management body last year, Hyundai reiterated

its commitment to leadership in the social sphere. Hyundai reinforced its place as a top-rated

carmaker by winning the 2003 Global Automotive Shareholder Value Award presented by

PriceWaterhouse Coopers and Automotive News. And for the second consecutive year,

Hyundai captured top honors in the Consumers Satisfaction Survey conducted by J.D. Power

and Associates which also rated the Hyundai Sonata first in its 2002 and 2003 Initial Quality

Survey.

By active implementation of four management policies in 2004, Hyundai will accelerate

the speed of development. First, Hyundai will step up global management by establishing local

support systems across the globe to maintain momentum as a growing global player, expand

overseas manufacturing bases and raise R&D capabilities above the industry standard.

12

Secondly, by repositioning its brand identity to be known as a maker of refined and elegant

automobiles Hyundai will enhance its brand value. And by improving its product development

system Hyundai will maximize the company is value.

Thirdly, Hyundai will maintain its sustainable management capabilities. Hyundai will devote

itself to fulfilling social responsibilities as a global carmaker by development safer and more

environmentally friendly vehicles while respecting fundamental values, striving for ethical

management and expanding contributions to social causes.

Lastly, Hyundai will attach greater importance to human resources. We will expand the

recruitment of engineers and global specialist’s multi-lingual talented individuals who are at

home anywhere in the world.

Hyundai Motor will reinforce its position of strength and confidence by continually improving

its management capabilities.

And by promoting the development of national and international co-prosperity, the company

will raise its net value.

13

SERVQUAL or RATER is a service-quality framework that has been incorporated into

customer-satisfaction surveys (e.g., the revised Norwegian Customer Satisfaction Barometer[8])

to indicate the gap between customer expectations and experience.

J.D. Power and Associates provides another measure of customer satisfaction, known for its top-

box approach and automotive industry rankings. J.D. Power and Associates' marketing research

consists primarily of consumer surveys and is publicly known for the value of its product awards.

Other research and consulting firms have customer satisfaction solutions as well. These include

A.T. Kearney's Customer Satisfaction Audit process,[9] which incorporates the Stages of

Excellence framework and which helps define a company’s status against eight critically

identified dimensions.

For Business to Business (B2B) surveys there is the InfoQuest box[1]. This has been used

internationally since 1989 on more than 110,000 surveys (Nov '09) with an average response rate

of 72.74%. The box is targeted at "the most important" customers and avoids the need for a

blanket survey.

14

http://www.infoquestcrm.co.uk/


http://en.wikipedia.org/wiki/A.T._Kearney

http://en.wikipedia.org/wiki/J.D._Power_and_Associates


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

BRIEF HISTORY OF HYUNDAI MOTOR COMPANY

Established in 1967, Hyundai Motor Co. has grown into the Hyundai-Kia Automotive Group

which was ranked as the world’s fifth-largest automaker in 2007 and includes over two dozen

auto-related subsidiaries and affiliates. Employing over 75,000 people worldwide, Hyundai

Motor posted sales of US$74.9 billion in 2007 on a consolidated-basis and US$32.8 billion on a

non-consolidated basis. Hyundai vehicles are sold in 193 countries through some 6,000

dealerships and showrooms.

Hyundai is expanding its globalization efforts with fresh investments in China, the United

States and Turkey, apart from India. It has emerged as one of the largest car manufacturers in the

world and is currently positioned at fifth rank globally. The goal is to surge into the global top 3

by 2010.

15

ORGANISATION PERFORMANCE

HMIL gets CSR award from Tamil Nadu Deputy Chief

Minister Mr. M. K. Stalin

Hyundai i10 wins 'Small Family Favourite Car Award'

by CarWale.com

Hyundai i20 wins the ‘Viewer’s Choice Award’ at the

Overdrive CNBC TV 18 Awards 2010.

Hyundai Motor India Ltd wins the award for ‘Customer

Service’ at the Apollo Auto India Best Brand Awards

2010.

Hyundai i20 wins the ‘Design of the Year’ award at the

NDTV Profit Car & Bike Awards 2010.

Hyundai i10 brand ambassador Shahrukh Khan wins the

‘Brand Ambassador of the Year’ award at NDTV Profit

Car & Bike Awards 2010.

16

Organization Products

HMIL presently markets over 34 variants of passenger cars across seven models, the Santro, i10

and Getz in the B segment, the Accent in the C segment, the Verna in the D segment, t Sonata in

the E segment and the Tucson in the SUV segment. Recently it has introduced i-20 in B+

segment.

Santro

Standard Features

Santro

Non-

AC GL GLS

Fuel Option

Petrol S S S

LPG - S S

CNG* S S S

Safety &

Security

Child-Safety Rear Door Locks S S S

Dual Side Impact Beams S S S

Seat Belts - Front & Rear S S S

Energy Absorbing Steering Column

/ Collapsible

S S S

17

Day & Night Inside Rear View

Mirror - S S

Central Locking - - S

Self Locking Doors S S S

Exterior

Clear Headlamps & Tail lamps S S S

ORVM - Passenger Side - S S

Tinted Glass - S S

Body Colour Bumper - - S

Detachable Bumper Insert

Moulding S S S

Waistline Moulding - - S

Body Colour Radiator Grille S S S

Rear Spoiler - - S

Full Wheel Cover - - S

Interior

2 Tone Beige & Brown Interior Key

colour S S S

B & C Pillar Trims S S S

Rear Parcel Tray - S S

Front Speaker Grille on Dashboard S S S

Rear Speaker Grille S S S

Ash Tray S S S

Front Map Lamp S S S

Silver Finish Centre Console & AC

Vents S S S

Cup holders S S S

Driver side Front Door Map Pocket - - S

Door Trim with Fabric Insert - - S

Seating Seating Capacity 5 5 5

18

Rear Seat Double Folding S S S

Sporty Front Seats S S S

Integrated Rear Seat Head

Restraints S S S

Beige & Brown Seat Upholstery - S S

Comfort &

Convenience

A/C - S S

Heater S S S

Trip meter / Odometer S S S

Low Fuel Warning Lamp S S S

Power Steering - S S

Internally Adjustable ORVMs - - S

Power Windows – Front - - S

Remote Fuel Lid Opener S S S

Remote Tail Gate Release S S S

Intermittent Front Wiper & Washer S S S

Technical specification

SANTRO

1.1 L Petrol

DIMENSIONS

Overall Length (mm) 3,565

Overall Width (mm) 1,525

Overall Height (mm) 1,590

Wheelbase (mm) 2,380

Front Track (mm) 1,315

Rear Track (mm) 1,300

Min. Turning Radius (m) 4.4

Seating Capacity 5 Persons

Fuel Tank capacity (litre) 35

ENGINE Displacement (cc) 1,086

Maximum Power (Ps / rpm) 63 / 5,500

Maximum Torque (Kgm / rpm) 9.8 / 3000

19

TRANSMISSION Type

5-Speed Manual with

overdrive in 4th and

5th

SUSPENSION

Front

Mc Pherson Strut with

Coil Spring

Rear

Torsion Beam Axle

with Coil Spring

BRAKES

Front Ventilated Disc

Rear Self Adjusting Drum

TYRE Size

155/70 R13, Tubeless

Radial

DESIGN:

The new Santro Xing sports stunning design changes which include refreshing exteriors and

new look luxurious interiors. The new front radiator grille, the full wheel cover and the rear

spoiler makes the new Santro Xing aesthetically more appealing and sporty. With metallic

touches at multiple locations and plush new two tone beige and brown color scheme, the new

Santro Xing adds elegance and style to the existing great looks.

ENGINEERING:

ENGINE:

The Hyundai Santro is powered by the advanced Hyundai Epsilon engine. Employing a patented

cylinder head design with dual inlet valves, tumble ports and pent roof combustion chamber, this

engine produces incredible power at a much lower rpm compared to any other car in its category.

With its unique engine management the computer continuously sensing what's happening inside

the engine, to constantly monitoring the engine performance, makes it amazingly responsive to

your touch and feel.

20

Developed to exacting global specifications at its fully integrated manufacturing plant near

Chennai, the new Hyundai 12V SOHC, inline 4 cylinders, 1086cc Epsilon engine fired by a

Distributor less Ignition System (DLI), delivering an amazing 63Ps of power at 5500rpm and an

impressive torque is 9.8 kgm at 3000 rpm.

The revolutionary DLI System does away with the distributor that wears away and needs

periodic replacement, thereby significantly reducing maintenance cost. The DLI system also

allows for more precise control of spark timing resulting in improved fuel efficiency, reduced

emission and increased power.

The multi-point fuel injection system along with dual intake valves meters the exact amount of

fuel that your engine needs while a Knock Sensor takes care of varying Indian fuel quality.

All these advanced features make the Santro surprisingly fuel efficient and guarantees an engine

efficiency that surpasses Euro 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 Clear Headlamps

& Rear

Combination

Lamp S S S S S

Outside Rear View

Mirror S S S S S

Tinted Glass S S S S S

Body Colored

ORVM - - S S S

Body Coloured

Bumper - S S S S

Body Coloured

Side Door Handles - - S S S

Body Coloured

Tail Gate Handle - - S S S

Waistline

Moulding - - S S S

Radiator Grille Silver Finish Chrom Chrom Chrom Chr

22

e e e

om

e

Rear Spoiler with

HMSL - - - S S

Full Wheel Cover - - S S S

Sunroof - - - - O

1.1 iRDE 1.1/1.2 1.2 Kappa


Ast

a

INTERIOR

Dual Tone Beige

Interior Key colour S S S S S

Moulded Fr & RR

Door Trim w/

Speaker Provision S S S S S

Rear Parcel Tray - - S S S

Deluxe Front

Room Lamp S S S S S

Cup holders S S S S S

Front Door Map

Pocket - S S S S

Front Door Full

Size Arm Rest - S S S S

Rear Door Full

Size Arm Rest - - S S S

Driver/Co Driver

Seat Back Pocket - - - S S

Metal Finish Inside

Door Handles - - - S S

Steering Wheel -

Leather Wrapped - - - - S

Gear Shift Knob -

Leather Wrapped - - - - S

23

Parking Lever Grip

- Leather Wrapped - - - - S

Red Sportz Pack - - - O* -

1.1 iRDE 1.1/1.2 1.2 Kappa


Ast

a

INSTRUMEN

T PANEL

Tachometer - - S S S

Electronic Trip

meter S S S S S

Electronic

Odometer S S S S S

Digital Clock - - S S S

Low Fuel Warning

Lamp S S S S S

Door & Tailgate

Ajar Warning - - - S S

Seat Belt Warning - - S S S

Ignition key

reminder - - - - S

Battery Saver - - - - S

1.1 iRDE 1.1/1.2 1.2 Kappa


Ast

a

i-Relax Front Seats S S S S S

Front Power

Windows - S S S S

Rear Power

Windows with

Child Lock - - S S S

COMFORT

&

Driver side Front

Power Window - - S S S

24

CONVENIEN

CE

with Autodown

and Illumination

Air Conditioner

with Heater S S S S S

4 Speed Blower S S - S S

Motor Driven

(Electronic) Power

Steering - S S S S

Tilt Steering - - S S S

Folding type Rear

Seat S S S S S

Internally

Adjustable

ORVMs S S S S S

Foldable Assist

Grips S S S S S

Remote Fuel Lid

Opener S S S S S

Seat Belt Hook

cavity S S S S S

Rear Wiper &

Washer - - - S S

Defogger – Rear - - - S S

Passenger Vanity

Mirror - S S S S

Driver Vanity

Mirror - - - S S

Boot/Luggage

Lamp - - - S S

2 DIN Music

System(Radio+CD

+MP3) with digital

clock display - - - S S

4 Speakers - - - S S

25

Roof Antenna - - - S S

Automatic

Transmission - - O*** O

O*

*

1.1 iRDE 1.1/1.2 1.2 Kappa


Ast

a

RHD Controls S S S S S

SAFETY &

SECURITY

Inside Rr View

Mirror (Day &

Night) - S S S S

Central Locking (5

Doors) - S S S S

Keyless Entry

(Key Type) - - - - S

Front - Fog Lamps - - - - S

ABS - - - - S

Seatbelt

Pretensioners - - - - S

Impact Sensing

Auto Door

Unlocking - - - - S

Dual Airbags - - - - S

Technical Specification

ITEMS

1.1 iRDE 1.2 Kappa

DIMENSIONS

26

Overall Length (mm) 3565

Overall Width (mm) 1595

Overall Height (mm) 1550

Wheelbase (mm) 2380

Ground Clearance (mm) 165

Front Track (mm) 1400

Rear Track (mm) 1385

Fuel Tank capacity (l) 35

ENGINE 1.1 iRDE 1.2 Kappa

No.of cylinders 4

No. of valves 12 16

Valvetrain (type) (SOHC /

DOHC) SOHC DOHC

Displacement (cc) 1086 1197

Maximum Power (Ps/rpm) 66.6/5500 80/5200

Maximum Torque

(Kgm/rpm) 10.1/2800 11.4/4000

TRANSMISSION

Type

Manual S S

Automatic - O*

SUSPENSION

Front Suspension

Mc Pherson

Strut with

Stabilizer bar

Rear Suspension

Coupled

Torsion

Beam Axle

with Coil

Spring

BRAKES

27

Front

Ventilated

Disc

Rear Drum

TYRE

Size 155/80 R13

Getz

Standard Features

Standard Features

Getz

1.1 Petrol 1.3 Petrol

GLE GVS

GVS

Option GLS GLX

Safety &

Security

Child-Safety Rr Door

Locks S S S S S

HMSL S S S S S

Dual Horn S S S S S

Day & Night Inside

Rear View Mirror S S S S S

Central Locking (5

Door) - S S S S

Clutch Lock S S S S S

Front - Fog Lamps - - - S S

ABS - - - - S

Headlamp Levelling

Device S S S S S

RHD Controls S S S S S

28

Exterior

Both Side ORVMs S S S S S

Tinted Glass S S S S S

Body Colour ORVMs - - - S S

Body Colour Bumper S S S S S

Body Colour Side

Door Handles - - - S S

Body Colour Rear

Garnish S S S S S

Detachable Insert -

Bumper Moulding S S S S S

Waistline Moulding S S S S S

Rear Spoiler with

HMSL - - S S S

Wheel Cover

Hub

Cap

Hub

Cap Full Full

Alloy

Wheel

Alloy Wheels - - - - S

B & C Pillar Trims S S S S S

2 Tone Beige Interior S S S S S

Rear Parcel Tray S S S S S

Wooden Centre

console - S S S S

Map Pocket - Frnt

Door S S S S S

Front Door Full Size

Arm Rest S S S S S

Rear Door Full Size

Arm Rest S S S S S

Door Trim with

Fabric Insert - S S S S

Centre Console Tray S S S S S

Luggage S S S S S

29

Compartment side

tray

TGS Knob - Metal

Finish S S S S S

Foldable Assist Grips S S S S S

Instrument

Panel

Tachometer S S S S S

Electronic Tripmeter S S S S S

Digital Clock S S S S S

Low Fuel Warning S S S S S

Door Ajar Warning S S S S S

Tailgate Ajar

Warning - - - S S

Seating

Seating Capacity 5 5 5 5 5

Rear Seat Double

Folding S S S S S

60:40 Split in rear

Backrest S S S S S

Driver Seat Armrest - - - S S

Reclining Rr Seat

Back Rest S S S S S

Cloth Upholstery Semi Semi Semi Full Full

Comfort &

Convenience

A/C S S S S S

Heater S S S S S

Blower Speed 4 4 4 4 4

Power Steering S S S S S

Tilt Steering S S S S S

Internally Adjustable

ORVMs S S S S S

Front & Rear Power - S S S S

30

Windows

Remote Fuel Lid

Opener S S S S S

Clutch Foot Rest S S S S S

Rear Wiper & Washer - - - S S

Rear Defogger - - - S S

Variable Intermittent

Front Wiper &

Washer S S S S S

Vanity Mirror - Co-

Driver side S S S S S

Power Outlet S S S S S

Roof Antenna S S S S S

Technical Features

Getz Prime

1.1 L PL 1.3 L PL

DIMENSIONS




Wheelbase (mm) 2455

Ground Clearance

(mm) 160



Kerb Weight (Kg) 995 1012-1033

Fuel Tank Capacity

(L) 45

ENGINE No. of Cylinders 4

Displacement (cc) 1086 1341

Maximum Power 66.6/5500 82.9/5500

31

(Ps/rpm)

Max. Torque

(kgm/rpm) 10.4/3200 11.8/3200

SUSPENSIONFront Suspension

Mc Pherson Strut with Torsion bar

& coil spring

Rear Suspension

Dependent Torsion beam axle &

coil spring

BRAKESFront Discs

Rear Drum

TYRES

Size

155/80R13 (GLE,

GVS)

175/70R13

(GLS)

175/70R13 (GVS

Option)

175/65R14

(GLX)

DESIGN

Inside and out, the GETZ represents an ideal blend of form and functionality. Its unique and

attractive design has been quick to steal the glances on all the roads where it has made its

appearance. With a fresh new Euro- Chic styling, thoughtfully designed interiors and a refined

1.3L SOHC engine, it’s all set to give you your first global driving experience.

ENGINEERING

ENGINE

1.3-litre petrol- The awesome refined 1.3L SOHC provides the Getz Prime with unmatched

power while taking care not to compromise on fuel economy. So wherever in the world you

drive, you rest assured that you will get a solid drive that’s also easy on your pocket. Another

reason why it’s a world favorite.

1.1-litre petrol- To enhance your choice the proven powerful, fuel efficient eRLX engine,

remapped to deliver even better performance characteristics, is now available on Getz Prime

32

TRANSMISSION

Getz offers the standard 5 speed manual transmission which gives an improved shift feel and

requires lesser shifting effort and lesser gear sticking. This transmission is ideal for a car in this

segment in Indian road conditions.

33

I-20

Standard Feature

ENGINE & TRIM PLAN

1.2

Kappa

– PL

1.4

CRDi

1.4

Gamma

- PL

(AT)

SAFETY & SECURITY

Day & Night Inside Rear View Mirror S S S

RHD (Right Hand Drive) Controls S S S

3 point rear centre seat belt S S S

Central Locking (5 DR CLS) S S S

Ignition Key Reminder - CLS disabled S S S

Immobiliser S S S

Impact sensing auto door unlock S S S

Fog Lamps (Rear) S S S

Fog Lamps (Front) - S S

ABS with EBD

DSL

only S S

Dual Airbags (Front) - S S

PAB (Passenger Airbag) ON/OFF Switch - S S

Front Seat belt Pretensioners - S S

34

Side & Curtain Airbags (4 air bags) - - S

EXTERIOR

Wraparound Clear lens headlamps & tail lamps S S S

Body Coloured Bumpers S S S

Body Coloured Outside Mirrors S S S

Body Coloured Outside Door & Tailgate Handles S S S

Body Coloured Radiator Grille S S S

Roof Antenna S S S

Full Wheel Covers S - -

Alloy Wheels - S S

Sunroof - - S

Tyre size

175/70

R14

185/65

R14

185/65

R14

INTERIOR

2 Tone Beige Interior Colour S S S

Full Fabric Cloth Upholstery S S S

Chrome finish Inside Door Handles S S S

Theatre dimming room lamp S S S

Map Pockets - Front Doors S S S

Centre Console Multi-purpose storage box S S S

Floor console trays (2 nos.) S S S

Cup-holders (2) & Bottle holder S S S

Passenger Side Seat Back Pocket S S S

Rear Parcel Tray S S S

Coat Hook S S S

Luggage hooks (2 nos. in trunk) S S S

Leather Wrapped Steering Wheel - S S

Metallic Insert in Steering Wheel - S S

Leather & Chrome finish Gear Knob - S S

Front map lamps - - S

COMFORT & CONVENIENCE

Air Conditioner with Heater Manual FATC FATC

35

AC vents with shut off option (front) S S S

Glove Box Cooling S S S

Rear AC Cooling Ducts S S S

Electronic Power steering (MDPS) S S S

Tilt & Telescopic Steering S S S

Power Windows - Front & rear S S S

Power Window Switches

Driver Side Autodown S S S

Driver Side Safety S S S

Illumination S S S

Timelag S S S

60:40 Split Rear Seat with Flat folding facility S S S

Height Adjustable Headrests - Front & Rear S S S

Front & Rear Door Full Size Armrests S S S

Clutch Footrest S S S

Rear Defogger with timer S S S

Battery Saver S S S

Cigar Lighter S S S

Portable Ashtray S S S

Luggage Lamp S S S

Internally Adjustable ORVMs S - -

Electrically Adjustable ORVMs - S S

Electrically Folding ORVMs - S S

Height Adjustable Driver Seat - S S

Keyless Entry with Folding Key - S S

Rear Wiper & Washer - S S

AUDIO

In-dash 2 DIN CD+MP3 Music System S S S

4 Speakers & 2 Front tweeters S S S

Audio Inputs - Auxillary & USB

Aux

only

Aux +

USB

Aux +

USB

36

Steering Audio Remote - S S

INSTRUMENT PANEL / CENTRE FASCIA DISPLAY

Tachometer S S S

Low Fuel Warning lamp S S S

Door & Tailgate Ajar Warning lamps S S S

Electronic Multi display Meter

Audio display S S S

Dual Trip meter S S S

Driving Time S S S

Digital Clock S S S

Calendar S S S

Outside Temperature S S S

Driver Seat Belt Warning - lamp & chime S S S

Seat Belt Warning (other 4 seats) - S S

Passenger Airbag On/ Off display - S S

37

Technical Features

ITEMS

1.2 Kappa

– PL 1.4 CRDi

1.4 Gamma –

PL (AT)

DIMENSIONS




Wheelbase (mm) 2525



Fuel Tank capacity (litres) 45 45 45

ENGINE

No. of cylinders 4 4 4

No. of valves 16 16 16

Valvetrain (type) (SOHC /

DOHC) DOHC

Displacement (CC) 1197 1396 1396

Maximum Power (Ps / rpm) 80/5200 90/ 4000 100/ 5500

Maximum Torque (kgm /

rpm) 11.4/4000

22.4/

1750~2750 13.9/ 4200

TRANSMISSION

Type (MT/AT)

5-speed

M/T 5-speed M/T 4-speed A/T

SUSPENSION

Front Suspension Mc Pherson Strut with Gas shock absorber

Rear Suspension

Couple Torsion Beam Axle with Gas shock

absorber

Shock Absorbers Gas-filled, Telescopic Dual acting type

BRAKES

Front 14" Disc 14" Disc 14" Disc

Rear 8" Drum 14" Disc 14" Disc

38

TYRE

Tubeless tyres, Size

175/70

R14 175/70 R14

185/65 R14

185/65

R14 185/65 R14

39

Accent

Standard Features

Accent

Executive

Dimension & Weight




Wheelbase (mm) 2440

Ground Clearance (mm) 172



Fuel tank Capacity (L) 45

EngineNo. of Cylinder 4

Displacement (CC) 1495

Performance

Max. Power (Ps/rpm) 95/5500

Max. Torque (Kgf-m /

rpm) 12.7/3500

Transmission Transmission 5 Speed Manual

SuspensionFront Suspension Mac pherson strut with

40

coil spring & stabilizer bar

Rear Suspension

Dual link with coil spring

& anti roll bar

SteeringType

Power assisted rack &

pinion

BrakesFront Ventilated Disc

Rear self adjusting drums

Tyres Type 175/70 R 13

Design

Hyundai Accent has been designed keeping in mind your expectations from a true luxury sedan.

With its smooth blend of design, a zippy responsive engine and well appointed interiors, the

Accent sure packs a lot more thrill into your driving. Accent offers all that a mid-sized sedan can

pack and more.

41

ENGINEERING

1.5 SOHC Engine (Refined power) - The 1.5 SOHC in-line-4-cylinder engine delivers 95 Ps of

power and 12.7 kgm of torque, offering superior refinement and drivability that is a benchmark

for cars in its class.

PETROL ENGINES

Hyundai’s 1.5 Petrol Engine features multi-point fuel injection and come with a state-of-the-art

microprocessor for precise fuel delivery, high velocity air intake and exhaust ports, tumble

airflow, dual intake valves, asymmetric rockers, harmonically balanced cranks and ignition spark

timing. These help make a cleaner burning engine for reduced emissions. This engine is light due

to the use of new materials such as space-age plastics and lightweight aluminum resulting in

more fuel-efficient and more environment friendly engines.

42

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

Body Color Bumper S S S S S

Chrome Strip on Waistline

Moulding S S S S S

Body Color Door Handles S S S S S

Body Color ORVM S S S S S

Rear Defogger S S S S S

Full Wheel Cover S - S - -

Alloy Wheels - S - S S

Chrome Rear Garnish S S S S S

Interior Wooden finish panels - S - S S

Power Outlet S S S S S

Clutch Foot rest S S S S S

Front & Rear Door Map

Pockets with bottle holder S S S S S

Seat back pockets - S - S S

Leather Wrapped Steering - S - S S

43

Wheel & Gear Knob

Convenience

Digital Clock S S S S S

Luggage Net - S - S S

Air conditioner S S S S S

Automatic climate control - FATC - FATC FATC

Electrically Adjustable

ORVM S S S S S

Sun glass holder - S - S S

Tachometer S S S S S

Low fuel warning lamp S S S S S

Door Ajar Warning lamp /

chime

S

Lam

p S Lamp S Lamp S Lamp S Lamp

Key Not Removed S S S S S

Height Adjustable Front

Seat Belts - S - S S

Tripmeter 2

1 +

Tripcom

puter 2

1 +

Tripcom

puter

1 +

Tripco

mputer

Audio

2 Din Mp3 Player S S S S S

4 Speakers with Tweeters S S S S S

Micro Antenna S S S S S

Seating

60: 40 Split folding Rear

Seats S S S S S

Rear Center Armrest w/

Cup Holder S S S S S

Front seat Center Armrest - S - S S

Dual height Adjustable

Driver Seat - S - S S

Full Cloth Upholstery S S S S S

44

Comfort

Power Windows with time

lag S S S S S

P/Window with Drv side

Auto Down S S S S S

Power & Tilt Steering S S S S S

Safety

Central locking system S S S S S

Key less entry - S - S S

Front Fog Lamp S S S S S

Clutch lock system S S S S S

ABS - S - S S

Technical Features

Petrol Diesel

Transmission Type Manual Manual Automatic

DIMENSIONS

Overall Length

(mm) 4,310

Overall Width

(mm) 1,695

Overall Height

(mm) 1,490

Wheelbase (mm) 2,500

Fuel Tank

Capacity (L) 45

Min. Ground

Clearance (mm) 170

Tyres

175/70

R14(1.6VTVT)

175/70

R14 (1.5

CRDi

VGT)

185/65

R14

185/65 185/65

45

R14 (1.6 SX

VTVT)

R14 (1.5

SX

CRDi

VGT)

Engine

Displacement 1,599 1,493

Max. Power

(Ps / rpm) 103.2 / 5,500 110 / 4,000

Max. Torque

(kgm / rpm) 14.9 / 3,000 24 / 1,900~2,750

Max. Power

(Ps / rpm)

5 Speed

Manual

5 Speed

Manual

4 Speed

Automatic

Steering Type Power assisted Rack & Pinion

Suspension

Front MacPherson Strut with Coil Spring and

Anti Roll Bar

Rear Couple Torsion Beam Axle

Shock Absorbers Gas Type

Engine

1.6 DOHC VTVT PETROL ENGINE:

Verna VTVT Petrol engine ensures optimized valve opening & closing for high performance,

low fuel consumption and low NVH (Noise, Vibration, Harshness). It has High Power-to-Weight

ratio (93.82 Ps/ton), High Top Speed (195 Kmph), Maximum Torque at Lower rpm (14.9/3000

kgm/rpm) and High Torque-to-weight ratio (13.55 kgm/ton).

46

1.5 CRDI VGT DIESEL ENGINE:

Verna’s 1.5 CRDi VGT engine maximizes efficiency of turbocharger for improved acceleration

with low fuel consumption & emissions. It has precise valve control for superior performance.

The engine provides more torque-faster pick up and has lesser gear shifts. The low rpm

operations of 1.5 CRDi results in less wear & tear of the engine.

47

Sonata Transform

The modern looks that made Sonata an international favorite over the years are now enhanced by

a number of detailed exterior improvements and some major design changes in the interiors.

Among the at-a-glance bodywork enhancements are the chrome radiator grille, wider front

bumper and air dam, larger headlamp clusters, slimmer body side moldings and the newly

designed 5 spoke 16 inch alloy wheels. Along with the subtle touches of chrome, the two-tone

finish also complements the wood grain and satin embellishments. The thoughtfully designed

dials, knobs and inside door handles add elegance to its premium look. To accompany this new

look, the materials used in the components have been upgraded to improve their appearance, feel

and durability.

STANDARD FEATURES

2.4

Petrol CRDi M/T CRDi A/T

Dual Front Airbags with PAB

off switch S S S

Front Seat Belt Pretensioners w/

Load Limiter S S S

Front Side Air Bags O O O

Curtain Airbags O O O

48

Safety &

Security

Height Adjustable Front Seat

Belts S S S

Electro Chromic Mirror (ECM) S S S

Keyless Entry with Security

Alarm S S S

ABS W/EBD S S S

Central Door Locking S S S

Impact sensing door unlock S S S

Door courtesy Lamp S S S

Clutch Lock S S

Auto shift

lock

Exterior &

Interior

Alloy wheels S S S

Body colour Waistline Moulding S S S

Body Coloured Outside Mirror

Housing S S S

Body color Outside door handles

S (w/

chrome

S (w/

chrome insert

)

S (w/

chromeinsert)

Body coloured bumper inserts S S S

Rear Defogger

S (with

timer) S (with timer)

S (with

timer)

Fog Lamps S S S

Auto head lamp off (battery

saver) S S S

Chrome tipped Twin Exhaust S S S

Glass Antenna S S S

Two tone beige and grey interior S S S

Blue LED illumination S S S

Chrome inside door handles S S S

Woodgrain finish inserts on

Steering, Dashboard & door

S S S

49

panel

Leather Seats & Trim S S S

Leather wrapped steering wheel S S S

Leather finish knob S S S

Comfort &

Convenience

Tilt & Telescopic Steering S S S

8-Way Adjustable Power Driver

seat S S S

Lumbar Support S S S

Fully Automatic temperature

control

Dual

Zone Dual Zone Dual Zone

Smart Key - - S

Rear Parking Sensors S S S

ORVMs - Electric retractable S S S

- Electric adjustable S S S

- Heated S S S

Front center armrest

S (w/ 2

DIN

storage)

S (w/ 2 DIN

storage)

S (w/ 2 DIN

storage)

60 : 40 Split folding Rear seat S S S

Rear Centre Armrest with Cup

Holders S S S

Vanity mirror on sunvisor w/

illumination

S (both

side) S (both side) S (both side)

Sun Glass Holder S S S

Rear reading lights S S S

2-DIN MP3 player with USB

and AUX in S S S

Steering audio remote S S S

Front & Rear Speakers with

tweeters S S S

Power outlets - 2 Nos S S S

50

Front & Rear Power windows

with time lag operation S S S

Driver window with pinch

guard, auto down & up S S S

Tachometer S S S

Trip computer with distance to

empty & Engine running time S S S

Technical specification

2.4 VTVT

2.0 CRDi

M/T

2.0 CRDi

A/T

Dimension &

Weight




Wheelbase (mm) 2730



Ground Clearance

(mm) 170

Fuel Tank Capacity

(Litre) 70

Seating Capacity (Nos.) 5

Engine

Model Designation 2.4 VTVT

2.0

CRDi VGT

2.0

CRDi VGT

No. of Cylinders 4-Cylinder

Fuel system MPFI CRDi CRDi

Displacement (cc) 2359 1991 1991

Transmission

5 - Speed

Manual

6 - Speed

Manual

4 - Speed

H-Matic

51

Performance

Max. Horsepower

(Ps/rpm) 175/6000 150/3850 150/3850

Max. Torque (kg

m/rpm) 23.8/4000 32.1/2000 32.1/2000

Suspension Front Suspension

Independent Double Wishbone with coil

spring and gas shock absorber and

antiroll bar

Rear Suspension

Fully independent Multi-link with coil

springs, Gas shock absorber and anti-roll

bar

Steering

Steering System Rack & Pinion

Hydraulic Power

Assisted Standard

Brakes

Front / Rear Brakes Ventilated Disc / Solid Disc

ABS with EBD Yes

Wheels

Type Alloy

Wheels 6.5 J X 16

Tyres 215/60 R16 (Tubeless)

DESIGN

An aero dynamical marvel the Sonata has a distinct European exterior styling and body design.

The dynamic body contours with prominent edge styling, forceful character lines & sleeker body

make it a show stealer on the road.

ENGINEERING

ENGINES

52

Sonata is available in 2 different 4-cylinder, powerful engine configurations a 2.0 CRDi VGT

Diesel engine and a 2.4 DOHC VTVT Petrol engine.

PETROL ENGINE

The 2.4 DOHC VTVT Petrol engine is the second generation Theta 4 cylinder petrol engine

features variable valve timing for the exhaust as well as the intake. 2359 cc generates 175 Ps @

6000 rpm and 23.8 Kgm @4000 rpm.

53

CRDi Engine:

2.0 CRDi VGT Diesel

Technical changes to the exhaust gas heat transfer system of the CRDi VGT 1991 cc Diesel

engine , increased power to 150 Ps at 3850 rpm still producing masses of torque (32.1 Kgm at

2000 rpm).

54

Tucson

STANDARD FEATURES

Hyundai Tucson

Exterior Feature

Roof Rails S

Dual Muffler S

Side Garnish S

Two Tone Body Colour S

Chrome Rear Garnish Chrome

Underbody Skid Plate S

Digital Clock S

Seating

Audio MP3 Function S

Front Passenger Seat Folding

(Forward) S

Front Center Console Storage

Box S

Front Armrest S

Fog Lamps S

Battery Saver S

Rear Seat Back Hooks S

Shopping Hool S

Cargo Side Pocket S

Technical Features:

55

Hyundai Tucson

Dimension & Weight

Overall Length(mm) 4325

Overall Width(mm) 1830

Overall Height(mm) 1730

Wheel Base(mm) 2630

Tyre Size 215/65R16

Engine

Type Turbocharged CRDI

Fuel Diesel

Power 112@4000

Max. Torque (Kg-m@rpm) 25@1800-2800

Transmission Drive System Full time 4-WD

Suspension

Front

Macpherson strut with Coil

Spring

Rear Dual Link

Shock Absorbers

Pneumatic assisted

hydraulic double acting type

Brakes

Ventilated Disc, Front S

Disc, Rear S

Antilock Braking System S

Traction Control System S

ENGINEEERING:

ENGINE

The 2.0 liter CRDi engine of Tucson is for those who want the best of everything. The

performance, strength and frugality of a diesel motor together with quietness & smoothness of

petrol is a reality, thanks to the uniformly maintained high pressure in common rail of the 2.0L

CRDi engine. The power and torque are amazing at 112 Ps @ 4000 rpm & 25 kgm at as low as

2000 rpm. And also it has a 4WD system with 5 Speed Transmission.

56

MAJOR CHALLENGES OF HYUNDAI MOTOR

Hyundai Motor's Chung Challenges Brother's Widow With Engineering Bid Plan

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Hyundai Motor Group, parent of South Korea’s two largest carmakers, will bid for a $2.5 billion

stake in Hyundai Engineering & Construction Co., setting up a contest between the nation’s

second-richest man and his brother’s widow.

The group, which includes Hyundai Motor Co. and Kia Motors Corp., will submit a letter of

intent today, it said in a regulatory filing in Seoul.

A successful bid would reunite Hyundai Motor with former affiliate Hyundai Engineering, the

nation’s largest builder. Hyundai Engineering’s creditors, including Korea Exchange Bank, will

accept final bids for their combined 35 percent share in the construction company by Nov. 12,

sale arrangers Bank of America Corp.’s Merrill Lynch & Co., Woori Investment & Securities

Co. and Korea Development Bank said last week.

“Buying into Hyundai Engineering is a part of Hyundai Motor’s efforts to develop a new engine

of growth,” said Yim Eun Young, a Seoul-based analyst at Dongbu Securities Co. “It’s not

unreasonable for Hyundai Motor to consider acquiring a stake if the price is reasonable.”

Hyundai Engineering’s market capitalization is about 8.32 trillion won, pricing a 35 percent

stake at about 2.91 trillion won ($2.5 billion), based on today’s closing share price.

Family Ties

57

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Hyundai Motor Group will compete with Hyundai Group, which said today it may submit a

preliminary bid for the stake before Oct. 1. Hyundai Group affiliates Hyundai Merchant Marine

Co., Hyundai Elevator Co. and Hyundai Securities Co. said in August they planned to make an

offer.

Hyundai Motor and its affiliates severed ties with the former Hyundai Group in 2000 as part of a

plan to split the business into three operations, each of which was to be managed by one of

founder Chung Ju Yung’s three sons.

The carmaker is controlled by Chung Mong Koo, the son of the founder, while his brother’s

widow, Hyun Jeong Eun, controls the current Hyundai Group. The old Hyundai Group’s

shipbuilding unit, which includes shipyard Hyundai Heavy Industries Co., was also spun off.

Hyundai Motor is involved in the construction business through its unlisted Hyundai Amco Co.

unit and has no plans to merge it with Hyundai Engineering, it said today. The group also said it

would keep the current workforce at Hyundai Engineering after a takeover.

‘Future Growth’

“We decided to bid for Hyundai Engineering in order to strengthen the group’s business portfolio

for future growth,” Hyundai Motor Group said in a regulatory filing today.

While a stake in Hyundai Engineering could help protect the automaker from a sudden

slowdown in the car business, it risks losing focus if it expands into a new industry, said Park

Hwa Jin, a Seoul-based analyst at Shinyoung Securities Co.

“It’s too early to judge how Hyundai Engineering could contribute to Hyundai Motor Group

while it still has many things to accomplish in the car business, such as adding environmentally

friendly models,” Park said.

Hyundai Motor was unchanged at 161,500 won in Seoul trading today, while Hyundai

Engineering gained 4.9 percent.

Hyundai Merchant Marine, South Korea’s second-largest shipping line, jumped to its highest in

almost three years in Seoul trading. The company rose by the daily limit on speculation a battle

58

http://www.amco.co.kr/

http://search.bloomberg.com/search?q=Hyun%20Jeong%20Eun&site=wnews&client=wnews&proxystylesheet=wnews&output=xml_no_dtd&ie=UTF-8&oe=UTF-8&filter=p&getfields=wnnis&sort=date:D:S:d1&partialfields=-wnnis:NOAVSYND&lr=-lang_ja

http://search.bloomberg.com/search?q=Chung%20Mong%20Koo&site=wnews&client=wnews&proxystylesheet=wnews&output=xml_no_dtd&ie=UTF-8&oe=UTF-8&filter=p&getfields=wnnis&sort=date:D:S:d1&partialfields=-wnnis:NOAVSYND&lr=-lang_ja

http://search.bloomberg.com/search?q=Chung%20Ju%20Yung%E2%80%99s&site=wnews&client=wnews&proxystylesheet=wnews&output=xml_no_dtd&ie=UTF-8&oe=UTF-8&filter=p&getfields=wnnis&sort=date:D:S:d1&partialfields=-wnnis:NOAVSYND&lr=-lang_ja

for Hyundai Engineering may also lead to a fight for control of the shipping line, said Kang

Seong Jin, an analyst at Tong Yang Securities Inc.

Largest Deal

Should Hyundai Motor Group acquire a stake in Hyundai Engineering, the deal may be its

largest since 1998 when it acquired shares in Kia Motor Corp. for 1.2 trillion won in cash and

assumed debt of 2.7 trillion won, according to data compiled by Bloomberg.

The group plans to finance the acquisition internally, it said today. Hyundai Motor and Kia had

combined cash and equivalents of 9.2 trillion won as of the end of June, according to their

financial statements.

Hyundai Engineering’s creditors plan to sell their stake for as much as 20 percent more than its

market value, an official at one of the creditors said earlier this month. He declined to be

identified because the information isn’t public.

Hyundai Motor Group hired Goldman Sachs Group Inc. and HMC Investment & Securities Co.

as financial advisers while Kim & Chang was picked as a legal advisor to work on the bid, it said

today in the filing, confirming previous local media reports.

To contact the reporter on this story: Sookyung Seo in Seoul at [email protected]

To contact the editors responsible for this story: Kae Inoue at [email protected]

59

mailto:[email protected]

mailto:[email protected]

INTRODUCTION OF PROBLEM

The company wants to know more about the customers satisfaction. It‘s very important for every

marketer to know about the satisfaction motives of the customers because it helps them to design

programs to retain customers & increase goodwill of the company. It also helps them to increase

brand loyalty. So it becomes a problem for a company to know about customer satisfaction.

The respondents selected to be interviewed were not always available and willing

to cooperate. Also in some cases the respondents were found to not have the

knowledge, opinion, attitudes or facts related with the products. Moreover our

survey consisted of 182 males and only 15 females which led to gender biasness.

We have taken the sample size of 200, which cannot determine the satisfaction of

the total customers. The sample has been drawn from only from one service

centre.

60

OBJECTIVE OF STUDY

1. Evaluating post service satisfaction of Customers.

2. Developing suggestion docket.

3. Increase the customer satisfaction of the MR Hyundai by providing better services & reduce

service time.

4. Study about the problem in the servicing in order to the satisfaction level of the customers.

5. Study service level of the Hyundai provided to their customers.

6. Study about the need of improvement in existing Service system.

61

LITERATURE REVIEW

Consumer is the central figure of all marketing activities. It is the consumer who determines the

growth, prosperity and even existence of a business enterprise. Hence the marketer should

always feel the pulse of customers. In order to understand the pulse of the customers, the

marketer needs to understand fully the needs of the consumer. It helps him to plan his production

and distribution to suit to the needs and convenience of customers‘ .It also helps him to plan

suitable marketing strategies. Thus it is very essential for every marketer to know his customers

satisfactions. Motive is a strong feeling, instinct, desire or emotion that makes a person to do

something. When a motive makes a person to use a product, then it becomes a customer

satisfaction. Thus customer satisfaction means the influence and considerations which makes a

customer to use a particular product. According to D.J. Duncan, ―customer satisfactions are

those influences or considerations which provide the impulse to use, induce action or determine

choice in the purchase of goods and services. Customer satisfactions are mainly two types,

manifest motives and latent motives. Manifest motives are those motives which are known to the

customer and also ready to admit them. But on the other hand latent motives are either known to

the customer. Customer satisfaction can also be calculated as follows

1. Product or patronage motives

2. Emotional and rational motives

3. Inherent and learned motives

62

Product and patronage motives

Product motives: it refers to those influences and reasons which

make the consumer to buy a certain product in preference to another. These explain

why people buy a certain product. Product are of two types:

Primary product motives: These motives induce a consumer to purchase general class of the

product. These motives relate to the basic needs of people like hunger, thirst, sleep

63

SCOPE OF STUDY

MR Hyundai’ working philosophy is particularly based on “Prepare employees for the future

developments with developments in their personality.” As competition is very much intense

hence the management is working hard for customer relationship to achieve future business

growth.

As it is newly opened organization hence as every other organization it is also facing

some management problems. Management is trying to overcome all these problems and

achieving systematic workings here. Each and every department is distinguished for the

employees. Every employee is having its own designation and job profile and he/she has

to work under that profile only. For each segment of the vehicles, MR Hyundai is having

its separate executives. Departments are connected through local area networks.

The main aim of management here is self development of employees. So that, they can be

empowered for the benefit of the organization and be able to take future responsibilities.

It starts with the joining of the employee in the organization. Initially, they have to work

under various departments till his/her probation period would be over. They have to start

their works from the ground level, so that they can understand the reality of the business

here. Daily reporting at the morning and the evening make them up to date with the

objectives and their future targets. The senior management knows that how they are

doing their work and in which way they have to be directed.

64

RESEARCH METHODOLOGY

2.5.1 DESIGNS, TECHNIQUE, AND DATA COLLECTION METHOD

Convenience Sampling was adopted to choose the respondents. The respondents comprised both

male and female of different age groups, from varying income group, coming from different

educational backgrounds.

EXPLORATORY RESEARCH:

As the term suggests, exploratory research is often conducted because a problem has not been

clearly defined as yet, or its real scope is as yet unclear. It allows the researcher to familiarize

him/herself with the problem or concept to be studied, and perhaps generate hypotheses

(definition of hypothesis) to be tested. It is the initial research, before more conclusive research

(definition of conclusive research) is undertaken. Exploratory research helps determine the best

research design, data collection method and selection of subjects, and sometimes it even

concludes that the problem does not exist!

Another common reason for conducting exploratory research is to test concepts before they are

put in the marketplace, always a very costly Endeavour. In concept testing, consumers are

provided either with a written concept or a prototype for a new, revised or repositioned product,

service or strategy. Exploratory research can be quite informal, relying on secondary research

such as reviewing available literature and/or data, or qualitative approaches such as informal

discussions with consumers, employees, management or competitors, and more formal

approaches through in-depth interviews, focus groups, projective methods, case studies or pilot

studies. The results of exploratory research are not usually useful for decision-making by

themselves, but they can provide significant insight into a given situation. Although the results of

qualitative research can give some indication as to the "why", "how" and "when" something

occurs, it cannot tell us "how often" or "how many". In other words, the results can neither be

generalized; they are not representative of the whole population being studied.

2.5.2 PLAN OF ANALYSIS:

The data obtained through questionnaire was processed using the statistical.

65

http://www.ryerson.ca/~mjoppe/ResearchProcess/QualitativeResearch.htm

http://www.ryerson.ca/~mjoppe/ResearchProcess/LiteratureReview.htm

http://www.ryerson.ca/~mjoppe/ResearchProcess/ResearchDesignDataCollectionTechniquesandSelectionofSubjects.htm

http://www.ryerson.ca/~mjoppe/ResearchProcess/ConclusiveResearch.htm

Additional information obtained from various business journals, magazines, newspapers,

websites etc. are also analyzed.

2.5.3 QUESTIONNAIRES:

Questionnaire is an important step in formulating a research design. Once the researcher has

specified the nature of research design, and determined the scaling procedures, he or she can

develop a questionnaire.

Any questionnaire has three specific objectives.

1. It must translate the information needed into a set of specific questions that the

respondents can and will answer.

2. It must uplift, motivate and encourage the respondent to become involved in the interview,

to cooperate, and to complete the interview. Incomplete interviews have limited

usefulness at best.

3. It should be able to minimize response errors.

It was also important as researchers to respect the samples time and energy hence the

questionnaire was designed in such a way, that its administration would not exceed 4-5 minutes.

These questionnaires were personal administered.

This survey is being conducted to find out that whether you are satisfied with the service

provided by Hyundai Motor India Limited. This survey is purely meant for academic purpose

and not for commercial use.

We would be grateful and appreciate your co-operation in filling this questionnaire.

2.5.5 METHOD DATA ANALYSIS:

We have used the software to analyze our data accurately. After the respondents had filled in the

questionnaires, the data was entered into the software and the analysis was made thereby.

2.5.6 FIELD WORK

Fieldwork plays an important role in collecting the data. I have filled up the questionnaire at MR

HYUNDAI. Some important points which I kept in mind while doing the fieldwork.-

• To make the respondents comfortable before questioning him by introducing myself as

student and ensuring the respondent that all information collected is only for academic

purpose and will be kept confidential

• Ensure that all the questionnaires are filled by the customers only.

• Not to lead a person into any preconceived notion

66

• Not to influence the respondents answers in any way/form.

• Use simple language, so that the technical language does not intimidate the respondent.

67

SAMPLE STATUS

The sample size is 200 which is chosen from the customers visiting the MR HYUNDAI for

getting their car serviced.

68

DATA PRESENTATION & ANALYSIS

Which car do you currently use?

Interpretation: In our survey, out of 200, 76 of the respondents use Santro followed by 62 of

the respondents use i-10 , 44 of the respondents use Accent. The rest of them were those who use

Getz, Verna, Sonata, and Tucson .

Analysis: When it comes to Hyundai, it is observed that Santro has been the most popular

passenger car followed by i-10. India being a price sensitive market, the main reason behind the

sale of Santro is the price at which they are sold. I-10 being the latest entry has started being

popular. It is then followed by the premium cars like Accent and Sonata and SUV’s like Tucson.

69

Santro I-10 Getz Accent Verna Sonata Tucson

Current car

0

20

40

60

80

100

120

140

Count

2

44

6 2

76

8

62

What is the average distance you travel in the car daily?

Interpretation: In our survey, 58.5% of the respondents use at an average of 20 to 50 Kms.

daily followed by 26.5% of the respondents who use 51 to 100 Kms. daily. The rest was

followed by 8.5% who use less than 20Kms. a day followed by only 6.5% who use really long,

i.e., more than 100 Kms. everyday.

Analysis: It has been observed that majority of the respondents travel almost 20 to 50 Kms.

daily. In the busy schedule today, people prefer to travel in their own vehicle rather than relying

on public transport. Only 6.5% of the respondents preferred to drive long, i.e., more than 100

Kms. everyday.

70

How often do you service your car?

Interpretation: 79% of the customers brought in their car for servicing every 4 to 6

months.9.5% serviced their car once in more than 6 months. 8% of their got their car every 2 to 4

months for servicing and only 3.5% of them serviced every 2 months.

Analysis: Majority of the cars were serviced at regular intervals as instructed by the service

manual. i.e., every 4 to 6 months. It also depended on the distance they covered over these

months. Around 3.5% of the cars came for servicing within 2 months. These mainly comprised

of the new vehicles which had come down for the first service.

71

You have availed the services from which of the following service stations?

Analysis: I have limited my survey to MR HYUNDAI only. But there were customers who had

prior serviced their cars at other service centers too. In those cases, I have considered the other

service centre. Majority of 76 respondents serviced their cars at MR HYUNDAI followed by

other service centres like local mechanics or service centre.

Interpretation: Since my survey was limited to MR HYUNDAI, the majority of the respondents

were from MR HYUNDAI.

72

How satisfied are you with the quality of the service?

Interpretation: Most of the respondents were in the category of Extremely satisfied, Quite

satisfied or Slightly satisfied category.75% of the respondents were extremely satisfied with the

quality of service followed by 16.5% respondents who were quite satisfied. 8 out of 200

respondents were slightly satisfied with the quality of service.

Analysis: This is to determine the satisfaction level based on the quality of service. Quality of

the after sales service plays a very important role in making the company a market leader.

73

Rate your satisfaction based on the understated parameters on the following scale at

MR HYUNDAI Service Centre.

Interpretation: 59% of the respondents were satisfied with the service time taken by the service

centre followed by 19.5% who were somewhat satisfied with the service time. Only1% of the

respondents was dissatisfied with the time taken by the service centre.

Analysis: Service Time plays a very important role in satisfying the customers today. In today’s

busy world, no one likes to wait for their cars to get serviced. The faster is the car serviced, the

higher is the level of satisfaction of the customers.

74

Did you ever face a similar problem getting repeated after a service?

Interpretation: 20% of the respondents felt that a similar problem was repeated after a service.

Analysis: It brings a bad reputation to the service centre if a similar problem gets repeated. Thus

the company needs to minimize this in order to increase the satisfaction level of the customers.

75

80

20

If similar problem have been facedafter the service?

No

Yes

If yes, whether the complaints were attended and successfully rectified?

Interpretation: 68% of the respondents felt that their complaint was immediately attended and

successfully rectified. 32% of the respondents felt that their complaints weren’t rectified even

after repeated complaints.

Analysis: It is observed that some problems weren’t rectified even after repeated complaints.

Company should seriously take this into consideration and work upon it. It is this factor that

could create a threat to the company.

76

68

32

If yes, whether the complaints were attended and successfully rectified?

Yes

No

Customers preferring to have their cars picked up for servicing.

Interpretation: 27.5% of the respondents wanted the service centre to have their car picked up

for servicing. But a majority of 60.5% of the respondents did not want their car to be picked up.

Analysis: I wanted to find out whether the customers were interested in having their cars picked

up for servicing which would save their time and other resources. But it was surprising to know

that most of them were not interested for such a facility.

77

27.5

8

4

60.5

Definitely

Probably

Doesn't make a difference

No

Would the customer prefer pick up and drop back Facility for servicing?

If yes, would the customer pay an additional amount?

Interpretation: 53% of the respondents who were interested in having their car picked up said

that they do not mind paying an additional amount for having their car picked up where as 47%

said that they wouldn’t pay any additional amount for this. They felt that it should be a benefit

given to the customers.

Analysis: I wanted to find out if the customers were willing to pay an additional amount for

having their car picked up for service.

78

53

47

If yes, would the

customer pay an

additional amount?

Yes

No

The research basically focuses on:

Degree of satisfaction based on overall quality of the service.

Degree of satisfaction based on Information provided by the service centre.

Degree of satisfaction based on service time.

Degree of satisfaction based on charges.

Apart from this, I also tried to find out:

If similar problems have been repeated after service and if yes, whether the complaint

was immediately attended to.

If the customers would prefer to have their car picked up for service, and if yes, would

they bear an additional amount.

If the respondents would recommend this service center to others.

79

RESULTS & FINDINGS

When it comes to Hyundai, it is observed that Santro has been the most popular passenger car. India being a price sensitive market, the main reason behind the sale of Santro is the price at which they are sold.

It has been observed that most of the respondents travel almost 20 to 50 Kms. daily. In the busy schedule today, people prefer to travel in their own vehicle rather than relying on public transport. Only 6.5% of the respondents preferred to drive long, i.e., more than 100 Kms. everyday.

Majority of the cars were serviced at regular intervals in every 4 to 6 months. It also depended on the distance they covered over these months. Around 3.5% of the cars came for servicing within 2 months.

I have limited my survey to MR HYUNDAI only. But there were other customers also who had prior serviced their cars at other service centers too. In those cases, I have considered the other service centre. Majority of 76 respondents serviced their cars at MR HYUNDAI followed by other service centres like local mechanics or service centre.

This is to determine the satisfaction level based on the quality of service. Quality of the after sales service plays a very important role in making the company a market leader.

Service Time plays a very important role in satisfying the customers today. In today’s busy world, no one likes to wait for their cars to get serviced. The faster is the car serviced, the higher is the level of satisfaction of the customers.

20% of the respondents felt that a similar problem was repeated after a service. It brings a bad reputation to the service centre if a similar problem gets repeated. Thus the company needs to minimize this in order to increase the satisfaction level of the customers.

It is observed that some problems weren’t rectified even after repeated complaints. Company should seriously take this into consideration and work upon it. It is this factor that could create a threat to the company.

27.5% of the respondents wanted the service centre to have their car picked up for servicing. But a majority of 60.5% of the respondents did not want their car to be picked up.But it was surprising to know that most of them were not interested for such a facility.

53% of the respondents who were interested in having their car picked up said that they do not mind paying an additional amount for having their car picked up where as 47% said that they wouldn’t pay any additional amount for this.The customers were willing to pay an additional amount for having their car picked up for service.

80

SUGGESTIONS:

After sales service plays a very important role in building up the reputation of an Automobile

company. So this is the area in which the company should mainly focus. I hereby suggest some

measures as a feedback from some of the respondents:

Respondents felt that the service provided by MR HYUNDAI is way better than that of

the other dealers. Hence more company operated workshops are needed to be opened across the

country. It is felt that the other service centres lack genuineness. Customers preferred to come to

this workshop from outstations rather than showing it to the local service or mechanics in the

city.

Few respondents felt that the paint and body was not upto the mark. It is more prone to

rust. This is an area of concern which the company should look upon.

Several customers had to come to the workshop with repeated problems. This needs to

be minimized.

Several customers weren’t happy with the quality of wash in the service centre. This

needs to be checked.

One of the major areas of concern of the respondents was regarding the booking time.

They felt that the booking time is too long.

5Automobile industry today being one of the most competitive industry, it is only after sales

service which could make a company a market leader.

81

LIMITATION OF STUDY:

The sample size of our survey is only 200, which cannot determine the behavior of the total

population. Moreover the sample has been drawn only from one service centre in Noida where

the disposable income of an individual is medium.

The behavior of the customer is unpredictable which may result in the lacking of

accuracy in the data.

It has been observed that Santro is the maximum selling car of Hyundai Motor and most

of the respondents interviewed were Santro Customers, which led to biasness in the

analysis of the survey.

Our survey consisted of 182 males and only 18 females, which led to gender biasness.

82

CONCLUSION:

The report has highlighted the importance of providing the highest customer satisfaction and

how it affects the sales. Though in the month of December, the sales were down, by developing

competitive strategies and by delivering high class products and services, Popular Vehicles and

Services were able to keep their sales momentum. The report emphasizes the importance of

customer loyalty to develop the business.

The study which we conducted on the Four wheeler automobile sector is a very

important topic of automobile sector.

After deep research, analysis and getting information about companies as formulated that the

four wheeler automobile companies achieved success in the market. Throughout the study we

found the four wheeler manufacturer having very new and

83

BIBLIOGRAPHY

Websites:--

www.automobileindia.com

www.siamindia.com

www.autoblogs.com

www.indiamart.com

www.automobiles.indiabizclub.com

www.indianautomobileindustry.com

www.autocar.com

Magazines :-

Overdrive

Autocar

Books: HARPER W. BOYD,JR “MARKETING RESEARCH, published by

Jyoti Publisher, 2006

RALPH WESTFALL”MARKETING RESEARCH, Himalaya Publishing House, 2007. P. No: 170

STANLEY F STARCH”MAKETING RESEARCH, Asia Publishing House, 1960, P. No. 156.

84

http://www.autocar.com/

http://www.indianautomobileindustry.com/

http://www.automobiles.indiabizclub.com/

http://www.indiamart.com/

http://www.autoblogs.com/

http://www.siamindia.com/

http://www.automobileindia.com/

ANNEXURE

QUESTIONNAIRE

Age: [ ] 18-25 [ ] 25-30 [ ] 30-35 [ ] 35-45 [ ] 45-55 [ ] 55-65

[ ] 65 or over

Organization: _____________________

Designation: _____________________

Education: [ ] High School

[ ] Graduate

[ ] Post Graduate

[ ] PhD

[ ] Others_____________

Income: [ ] Less than 3, 00,000

(Per Annum in Rupees) [ ] 3, 00,000 to5, 00,000

[ ] 5, 00,000 to 8, 00,000

[ ] 8, 00,000 to 10, 00,000

[ ] 10, 00,000 to 15, 00,000

[ ] Greater than 15, 00,000

Name:

Phone No.

Sex: [ ] Male [ ] Female

85

1. Which car do you currently use?

[ ] Santro [ ] i-10

[ ] Getz [ ] Accent

[ ] Verna [ ] Sonata

[ ] Tucson

2. What is the average distance you travel in the car daily?

[ ] Less than 20 km [ ] 20 to 50 km

[ ] 51 to 100 km [ ] More than 100 km

3. How often do you service your car?

[ ] Less than 2 months [ ] 2 to 4 months

[ ] 4 to 6 months [ ] Greater than 6 months.

4. You have availed the services from which of the following service stations?

[ ] Deep Hyundai [ ] Arvind Hyundai [ ] MR HYUNDAI

[ ] Others __________

86

5. How satisfied are you with the quality of the service?

[ ] Extremely Satisfied [ ] Quite Satisfied [ ] Slightly Satisfied

[ ] Neither Satisfied nor Dissatisfied [ ] Slightly Dissatisfied[ ] Quite Dissatisfied

[ ] Extremely Dissatisfied

6. Rate your satisfaction based on the understated parameters on the following scale at MR

HYUNDAI Service Centre.

I----------------I-------------I--------------I---------------I

Dissatisfied Somewhat O.K Somewhat Satisfied

Dissatisfied Satisfied

Availability of spares.

Information provided.

Service Time

Charges

7. Did you ever face a similar problem getting repeated after a service?

[ ] Yes [ ] No

9.If yes, are the complaints immediately attended and rectified?

[ ] Yes [ ] No

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10.Would you prefer somebody form Hyundai Motor India Limited to come to your place

and pick up your car for servicing and drop it back?

[ ] Definitely

[ ] Probably

[ ] Doesn’t make a difference

[ ] No

11.In such case, are you willing to pay an additional amount?

[ ] Yes [ ] No

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225745984 Customer Satisfaction in Hyundai Doc (1)

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