INTRODUCTION CUSTOMER SATISFACTION

Project work has to be done for Chandra Hyundai, Sales and Service dealer. Hyundai passenger car vehicles, plays a very vital rule for retaining. The customers so the research work has been contracted to identify the A Study on Customer Satisfaction towards Hyundai Cars in Coimbatore City from this research we can able to identify the relationship between the customers and company. The customer satisfaction means customers fulfillment desire needs, the marketing concepts is a management orientation in generating customer satisfaction and long run consumer and public welfare as they key to satisfying organizational goal and responsibilities. DEFINITION According got Philip Kolter satisfaction is person feeling of pleasure in disappointment resulting from comparing a products perceived performance in relation to his or her expectant. A company would be vise to measure customer satisfaction regularly, because the key to customer retention is customer satisfaction.

INDUSTRY PROFILE

The prosperity of a country is often by the state of its automobile sector. A booming and prosperous automobile sector gives an impression of a buoyant economy. In the case India, the automobile sector is a classic example of too much government meddling. These by restricting the progress of the industry. Even after five decades of existence, this sector has not gained the technological competence of their foreign counterparts in world market. Now with the

increase foreign collaboration, both financial and technical and also recognition for the need for exports. The quality of the vehicles has improved tremendously. Global automobile industry is booming to a great extend. In 2002, the six leading groups .General Motors (including Isuzu), Ford (including Mazda), Toyota, Daimler Chrysler (including Mitsubishi), Renault (including Nissan), and Volkswagen accounted for almost 70% of the world-wide production of 58.8 mio Vehicles (2001: 56.3 mio, 2000 : 58.0 mio). INDIAN AUTOMOBILE INDUSTRY The automobile industry is one of the core industries in India economy, whose prospect is reflective of the economic resilience of the economy. With the liberalization of the economy, India has become the playground of major global automobile majors.

The automobile industry in India is gradually evolving to replicate those of developed countries. The report focuses on the trends that are emerging in the industry across segments, namely, PASSENGER CARS / MULTI-UTILITY VEHICLES, COMMERCIAL VEHICLES, TWO-WHEELERS AND

TRACTORS. The qualitative analysis of the various trends reveals that the industry offers immense scope even for allied industries and those looking on investing in the industry. The report features a crisp look at the evolution as well as its importance to the Indian economy. As a background, a brief perspective of the global automobile industry across segments has been provided with the comparisons.

COMPANY PROFILE

The Chairman Mr.Mong-Koo Chung.

Established in 1967, Hyundai

Motor Co. has grown into the Hyundai Automotive Group, which includes Kia Motors Corp. and over two dozen auto-related subsidiaries and affiliates. Employing nearly 50,000 people worldwide, Hyundai Motor posted US$21.94 billion in sales in 2002. Hyundai motor vehicles are sold in 166 countries through 4,504 dealerships and showrooms. Hyundai Motor India Limited (HMIL) is a wholly owned subsidiary of Hyundai Motor Company. S.Korea and is the second largest and the fastest growing car manufacturer in India. HMIL presently markets over 18 variants of passenger cars across four models, the Santro in the B segment, the Accent in the C segment, the Sonata in the E segment and the Terracan in the SUV segment. The company recorded combine sales of 150, 741 units during calendar year 2003 with both Accent & Santro emerging leaders in their respective segments. HIMLs fully integrated state-of-the-art manufacturing plant near Chennai boasts some of the most advanced production, quality and testing capabilities in the country. The Company is investing an additional US$220 Mn to expand capacity at this plant to 259,000 units a year in the line with its recent designation as HMCs global export for small cars and to cater to its upcoming product launches India.

HMIL has sold over 500,000 cars in a record time of just over 5 years since commencement of commercial production in September 1998 and is all set to emerge as one of the largest exporters of passenger cars and components out of India. HMIL was recently awarded the benchmark ISO 14001 certification for its sustainable environment management practices. Hyundai Motor India Limited, a wholly-owned subsidiary of Hyundai Motor Company (HMC), South Korea, was established in India in December 1997. The integrated manufacturing plant set up at an initial investment of US$614 million is presently the larges manufacturing facility of HMC outside Korea. Located at Irrunattukottia, near Chennai Hyundai Motor India has emerged as a significant driver of the regions economy by helping co-develop one of Indias largest automotive manufacturing zones supported by over 25 Indo-Korean joint-venture partners and original equipment vendors, jointly employing over 10,000 people. The companys maiden launch, Santro, made marketing history by becoming one of Indias best selling compact cars and catapulted Hyundai to the position of Indias second larges carmaker in just six months. The winter of the C Business Standard Motoring Car of the year 1999 and rated the Best Small Car in the JD Power Asia Pacific Initial Quality and Santro continues to be Indias most preferred and recommended compact car. Launched in 1999,

Accent has also stood its ground against some of the best known global brands to

emerge as a leader in the Indian mid-size cars segment. Offering one of the most extensive and technologically advanced product line-ups in the segment, Accent has topped the JD power customer satisfaction study and the segment sales for two years in a row. Sonata launched in 2001, showcased Hyundai Motor Indias capability to produce high-end luxury automobiles. The flagship of the Hyundai stable in India, currently has a market share of near 26 percent. After the success of all its here brands in India, Hyundai has recently launched its flagship bearer model, the Terracan, in India. The levels of over 90 percent and the capability to produce world class automobiles HMI has emerged as the second largest exporter of passenger cares with the cumulative exports crossing the 50,000 units landmark since HMI started exporting cars in December 1999. This year is all set to commence its exports to the demanding global markets of North America and thus establish HMIL as the global export hub for the compact Santro segment of cars. HMILs fully integrated state-of the-art manufacturing plant near Chennai boasts some of the most advanced production, quality and testing capabilities in the country. HMIL has sold over 500,000 cars in a record time of just over 5 years since commencement of commercial production in September 1998.

Backed by an over 300-location strong countrywide sales and services network, the company crossed the 1,00,000 units mark in annual sales during

2002 and sold a cumulative 3,50,000 cars in a record time of 50 months since commencement of commercial production in October 1998 and 5,00,000 units in December 2003. The company is investing an additional US$ 220 Mn to expand capacity at this plant to 250,000 units a year in line with its recent designation as HMCS global export hub for small cars and to cater to its upcoming product launches India. ENVIRONMENT Hyundai is committed to making vehicles that make the world a better place to live in. From design stage to production, all processes are concentrated on making cars that pollute a lot less and exceed global benchmarks. Living up to its commitment of providing global standards of quality and process management in India, Hyundai had put in place an Environment Management System (EMS) at its manufacturing plant in Chennai right from its project stage.

RESEARCH AND DEVELOPMENT

Hyundai has one of the most advanced research and development facilities that focus on state of the art product and design engineering and rigorous quality enhancement. Hyundai and Kia together have R&D centrers in the Ulsan, Korea. The Hyundai Motor Group has recently dedicated an annual R&D spend of colose to US$ 2 Billion up from US$ 1.2 Billion to enhance its thrust on new product development and achieve global quality benchmarks by year 2005. The R&D team focuses on the development of new products and technologies that include interior and exterior design changes, development of new generation engines and alternate fuel systems, concept vehicles and advance passenger safety and comfort systems, in line with evolving customer preferences across the globe. Recent successes of the team include the

development of the Hyundai patented Common Rail Direct Injection (CRDi) engine in associate with Detroit Diesel. Some of the ongoing project that the Hyundai R&D team is involved in include the development of the World Engine in association with Daimler Chrysler and Mitsubishi and the development of Automotive Telemetric in association with IBM.

SOCIAL RESPONSIBILITY Hyundai, as a responsible corporate citizen is committed to sustainable social development and the preservation of the environment. All the companys key manufacturing units, including the Indian plant have the ISO 14001 certification for its environment management practices. As a part of its social responsibility programs, the company conducts various campaigns to spread awareness o in car safety and safe driving practices, particularly targeted against drunken driving, speeding, etc. HYUNDAI VISSION To become one of the top five Global Auto Maker. To improvement Business probability. Hyundai Motors Company has providing finished the Customers Service up to date. New Technology. Economical. HYUNDAI MOTOR FINANCE Hyundai Assurance Hyundai Exchange Authorized Service Centre Emergency Road Service This source this site www.intecos.com / automobile.htm

The Achieve is the mantra of every individual working in this Rs.4800 acre company situated in a sprawling 550 acre facility located in Tamil Nadu. HMI houses state of the art production techniques and has a work force of more than 2700 employees. HMI is a wholly owned subsidiary of Hyundai Motor Corporation Korea, which is $ 15 billion strong company. Hyundai brings with itself the latest in Technology, quality and People practices ensuring in providing the right sync to produce the best cars by bringing out the best in people. Hyundai has achieved records exports of Rs.1000 crores in between January 2004, with Santro Xing becoming a hit in Western Eroupe, North America, South America, Russia, South Africa, we take pride in making the Made in India shine around the world.

-SourcesEconomic Times (News Paper, September 2, 2004)

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PRODUCT PROFILE S.NO 1 2 3 4 5 6 PRODUCTS SANTRO ACCENT SONATA ELANTRA TERRACAN GETZ LAUNCHED SEPTEMBER 1998 OCTOBER 1999 SEPTEMBER 2001 MAY 2004 SEPTEMBER 2003 SEPTEMBER 2004

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DEALER PROFILE

CHANDRA HYUNDAI is the Hyundai dealer for the districts of with the coimbatore and nilgiris. The dealer was inaugurated on 23rd October 1998 and has till date sold more than 2500 car, our dedicated team has received high appreciation, which is testimony from our valuable, our customer car care center is well equipped finest car equipment from some of the leading names in the world and is backed by Hyundai engineers. We have won the national award for service excellence for the year 1999. We have also won the award for excellence for maximum customer delight for south region for 2001. The dealership has opened dealer service branches at Pollachi, Ooty and Tirupur for the convenience of customers. We have a full fledged sales team comprising of sixteen members with executives stationed at Tirupur pollachi and Ooty to provide on the spot service to customer from these areas. All the executive have been specially trained by Hyundai to provide any information that the customers may require regarding our product. We have 24 Hours mobile service at all our service branches to provide immediate support to our customer at any time of the day.

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At the world of automobile today remove to great extant around auto finance, we have set up an in house department of financial service to ensure that a customer who walks into our showroom leaves after finalizing both the sales and the finance. We also have a special customer care department to attend to the needs and suggestions of customer as we at Chandra Hyundai are committed to give better service to all our customer and firmly believe in bring to the door step of customer. The managing partner, Mrs. R.Nandini leads the terms of dynamic sales and committed service personnel.

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AT SHOW ROOM FACILITY Excellent finance schemes. Special corporate packages. Fabulous exchange, offer, Huge range of genuine Hyundai accessories. Easy availability of all models and colour.

AT THE WORKS SHOPS FACILITY Italian paint booth. High scan machines. Hyundai trained staff. Ready available spares. Latest computerized equipments.

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CHANDRA GROUPS

The Chandra group is enlarged various business, like Automobile and Yarn, Fabric, Cellular, Fibre and so on. I am doing project in Chandra Hyundai. CHANDRA GROUPS

Chandra automobile

Hyundai

Honda

Yarn

Fabric

Cellular Fiber

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OBJECTIVES OF THE STUDY

Primary objectives
The customer satisfaction about Chandra Hyundai car.

Secondary objectives
The Reason for purchase in Hyundai Car. To know about the product. Customer opinion of Chandra Hyundai. The identify the quality of workman ship

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SCOPE OF THE STUDY

The perception of service marketing gives emphasis and serving the services. The best interest of the user, marketing a service is promise. It is very difficult to a users that where and when out promise fall, building or credibility takes more time a requires patients. Almost all the automobiles industries offering their after sales service through the dealers network. The quality of service the reaming of pricing promotional strategies and the formulation of over all marketing strategies is based on the intuited decision with the help of the sound information system, of late marketing is considered a customer satisfaction engineering tool. The principle offering some servicing facilities of their customer for their satisfactions. But their dealers are the real server to the customer. Servicing require strategic planning on-ordination and direction.

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RESEARCH METHODOLOGY

RESEARCH DEFINITION Research may defined as the systematic analysis and recoding of controlled observation that may lead to the development of principles or theories-John. W. Best. NATURE OF DATA COLLECTION The data are collected through Primary & Secondary Data. Primary Data The primary data are those, which are collected as for First time and they are to be original in Character. Secondary Data Secondary data are those have already been collected by some one else and which has undergone the research process. Secondary data was collected through existing records, discussions with marketing staffs magazines. Method of Data Collection Data collection was done through the questionnaire. This was done with a view to get first hand information with respondent. For the present study primary data was collected through the questionnaire. Direct interview is the instrument used to collect the data. Questionnaire is the tool used to collect the data.

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Sampling size Sampling and consists of 225 customers of Chandra Hyundai, Coimbatore City. Tools of Data analysis The data collected through questionnaire or stored analyzed using appropriate statistical technique. The tools use to study includes Simple percentage analysis Chi-square test Formula Chi-square (X2) = (O-E)2 ----------E (R-1) (C-1)

Degrees of freedom =

Where O E C R = = = = Observed Frequency Expected Frequency No. of Columns No. of Rows

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LIMITATIONS OF THE STUDY

The research is only customer point of view.

The research study is limited to Coimbatore city only.

The research only a limited number of sample sizes 225. The study is pertain to Santro, Accent, Elantra

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DATA ANALYSIS AND INTERPRETATION

In this research study, the data collected from 225 customer are analysed and interpreted using the following and techniques. Analysis Analysis is the process of placing the data in an ordered from combining them with the existing information and extracting meaning from them. Interpretation Interpretation is the process of relating various hits of new information to other existing information.

Percentage Method Percentage refers to a kinds of ratio, percentage are used in making comparison between two or more series data, percentage are used to describe relationship percentage can also be used to compare the relative term, distribution of two or more series of data.

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Primary Objective The customer satisfaction about Chandra Hyundai The following factors are determine the customer satisfaction

Delivery of Car at the promised time. Availability of spare parts. Contacting customer after service. Reliability and Trust worthiness of dealer work shop. Emergency road service.

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TABLE NO.1 DELIVERY OF CAR AT THE PROMISED TIME

Opinion Excellent Very good Good Not so good Total Source: Primary data.

No. of Respondents 47 98 72 8 225

% 20.9 43.6 32.0 3.6 100.0

Inference From the above table, it has been inferred that 43.6% respondents are said that the delivery of car at the promised time is very good followed by 32% of the respondents are said that the delivery of car at the promised time is good, 20.9% of the respondents are said that the delivery of car at the promised time is excellent and 3.6% of the respondents are said that the delivery of car at the promised time is not so good.

From the above analysis, it is clear that most (43.6%) of the respondents are said that the delivery of car at the promised time is very good.

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TABLE NO.2 AVAILABILITY OF SPARE PARTS

Opinion Excellent Very good Good Not so good Total Source: Primary data. Inference

No. of Respondents 71 89 61 4 225

% 31.6 39.6 27.1 1.8 100.0

From the above table, it has been inferred that 39.6% respondents tells availability of spare parts is very good followed by 31.6% of the respondents are said that the delivery of car at the promised time is good, 27.1% of the respondents are said that the delivery of car at the promised time is excellent and 1.8% of the respondents tells availability of spare parts is not so good. From the above analysis, it is clear that most (39.6%) of the respondents are tells availability of spare parts is very good.

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TABLE NO.3 CONTACTING CUSTOMERS AFTER SERVICE

Opinion Excellent Very good Good Not so good Total Source: Primary data. Inference

No. of Respondents 40 85 90 10 225

% 17.8 37.8 40.0 4.4 100.0

From the above table, it has been inferred that 40% respondents are contacting customers after service is good followed by 37.8% of the respondents are contacting customers after service is Very good, 17.8% of the respondents are contacting customers after service is excellent and 4.4% of the respondents are contacting customers after service is not so good. From the above analysis, it is clear that most (40.0%) of the respondents are contacting customers after service is good.

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TABLE NO.4 RELIABILITY AND TRUSTWORTHINESS OF DEALER WORKSHOP

Opinion Excellent Very good Good Not so good Total Source: Primary data. Inference

No. of Respondents 33 88 97 7 225

% 14.7 39.1 43.1 3.1 100.0

From the above table, it has been inferred that 43.1% respondents are said that the good reliability and trustworthiness of dealer workshop followed by 39.1% of the respondents are said that the very good reliability and trustworthiness of dealer workshop, 14.7% of the respondents are said that the excellent reliability and trustworthiness of dealer workshop and 3.1% of the respondents are said that the not so good reliability and trustworthiness of dealer workshop. From the above analysis, it is clear that most (43.1%) of the respondents are said that the good reliability and trustworthiness of dealer workshop.

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TABLE NO.5 EMERGENCY ROAD SERVICE

Opinion Excellent Very good Good Not so good Total Source: Primary data. Inference

No. of Respondents 81 77 60 7 225

% 36.0 34.2 26.7 3.1 100.0

From the above table, it has been inferred that 36% respondents tells excellent service for Chandra Hyundai emergency followed by 34.2% of the respondents tells very good service for Chandra Hyundai emergency, 26.7% of the respondents tells good service for Chandra Hyundai emergency and 3.1% of the respondents tells not so good service for Chandra Hyundai emergency. From the above analysis, it is clear that most (36.0%) of the respondents tell excellent service for Chandra Hyundai emergency.

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SECONDARY OBJECTIVE The customer satisfaction about Chandra Hyundai car. The following factors are determine the customer satisfaction
The reason for purchase in Hyundai Car. To know about the product. Customer opinion of Chandra Hyundai. The identify the quality of workman ship.

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TABLE NO.6 REASONS FOR PURCHASING THE VEHICLE

Opinion Vehicle model Color Mileage Good will Price Maintenance cost Total Source: Primary data. Inference

No. of Respondents 125 48 29 19 2 2 225

% 55.6 21.3 12.9 8.4 .9 .9 100.0

From the above table, it has been inferred that 55.6% respondents are said that the attract vehicle model for purchasing, 21.3% of the respondents are said that the attract color for purchasing, 12.9% of the respondents are said that the attract mileage for purchasing, 8.4% of the respondents are said that the attract the vehicle is good wheel for purchasing, 0.9% of the respondents are said that the attract price and maintenance cost for purchasing. From the above analysis, it is clear that most (55.6%) of the respondents are knowing about the vehicle though friends.

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TABLE NO.7 NUMBER OF VEHICLES PURCHASED

Number of Vehicles One 2-3 Above 4 Total Source: Primary data. Inference

No. of Respondents 116 82 27 225

% 51.6 36.4 12.0 100.0

From the above table, it has been inferred that 51.6% respondents are purchased from Chandra Hyundai, Coimbatore only one vehicle followed by 36.4% of the respondents are purchased from Chandra Hyundai, Coimbatore 2-3 vehicles and 12% of the respondents are purchased from Chandra Hyundai, Coimbatore above 4 vehicles. From the above analysis, it is clear that most (51.6%) of the respondents are purchased from Chandra Hyundai, Coimabatore.

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TABLE NO.8 SERVICE ADVISER TO UNDERSTAND THE PROBLEM IN THE CAR

Opinion Excellent Very good Good Not so good Total Source: Primary data. Inference

No. of Respondents 28 91 106 0 225

% 12.4 40.4 47.2 0 100.0

From the above table, it has been inferred that 47.2% respondents are said that the service adviser availability to understand the problem in the car is good followed by 40.4% of the respondents are said that the service adviser availability to understand the problem in the car is very good, 12.4% of the respondents are said that the service adviser availability to understand the problem in the car is excellent. From the above analysis, it is clear that most (47.2%) of the respondents are said that the service adviser availability to understand the problem in the car is good.

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TABLE NO.9 LABOUR COST COMPARE TO OTHER SERVICE STATION

Opinion Low Optimum High Total Source: Primary data. Inference

No. of Respondents 17 26 182 225

% 7.6 11.6 80.9 100.0

From the above table, it has been inferred that 80.9% respondents are felt that cost of service station is high to compare the other service station followed by 11.6% of the respondents are felt that cost of service station is optimum to compare the other service station and 7.6% of the respondents are felt that cost of service station is low to compare the other service station. From the above analysis, it is clear that most (80.9%) of the respondents felt that cost of service station is high to compare the other service station.

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TABLE NO.10 VEHICLE MODEL

Opinion Santro Accent Elantra Total Source: Primary data. Inference

No. of Respondents 129 94 2 225

% 57.3 41.8 0.9 100.0

From the above table, it has been inferred that 57.3% respondents are having their own vehicle model is Santro followed by 41.8% of the respondents are having their own vehicle model is Accent. From the above analysis, it is clear that most (57.3%) of the respondents are having their own vehicle model.

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TABLE NO.11 KNOW ABOUT THE VEHICLE

S.No Opinion 1 Family members 2 Friends 3 Relatives 4 Advertisement 5 Total Source: Primary data. Inference

No. of Respondents 75 82 35 33 225

% 33.3 36.4 15.6 14.7 100.0

From the above table, it has been inferred that 36.4% respondents are knowing about the vehicle through friends followed by 33.3% of the respondents are knowing about the vehicle through family members, 15.6% of the respondents are knowing about the vehicle through relatives and 14.7% of the respondents are knowing about the vehicle through advertisement. From the above analysis, it is clear that most (36.4%) of the respondents are knowing about the vehicle through friends.

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TABLE NO.12 YOU SEEN ANY ADVERTISEMENT OF THIS VEHICLE

Opinion Yes No Total Source: Primary data. Inference

No. of Respondents 225 0 225

% 100 0 100.0

From the above table, it has been inferred that 100% of the respondents are seeing the advertisement.

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TABLE NO.13 MEDIA

Media Newspaper Television Magazine Outdoor Total Source: Primary data. Inference

No. of Respondents 81 72 65 7 225

% 36.0 32.0 28.9 3.1 100.0

From the above table, it has been inferred that 36% respondents are known about the vehicle through news paper followed by 32% of the respondents are known about the vehicle through television, 28.9% of the respondents are known about the vehicle through magazine and 3.1% of the respondents are known about the vehicle through outdoor. From the above analysis, it is clear that most (36.0%) of the respondents are known about the vehicle through news paper.

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TABLE NO.14 THE LOCATION OF CHANDRA HYUNDAI

Opinion No. of Respondents Convenient 225 Inconvenient 0 Total 225 Source: Primary data. Inference

% 100.0 0 100.0

From the above table, it has been inferred that all 100.0% of the respondents said that the location of Chandra Hyundai is convenient and no one said that the location of Chandra Hyundai is inconvenient. From the above analysis, it is clear that most (100.0%) of the respondents said that the location of Chandra Hyundai is convenient.

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TABLE NO.15 FREE SERVICE

Opinion Excellent Very good Good Not so good Total Source: Primary data.

No. of Respondents 62 66 97 0 225

% 27.6 29.3 43.1 0 100.0

Inference From the above table, it has been inferred that 43.1% respondents are said that the good free service followed by 29.3% of the respondents are said that the very good free service and 27.6% of the respondents are said that the excellent free service. From the above analysis, it is clear that most (43.1%) of the respondents said that the good free service.

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TABLE NO.16 WARRANTY SERVICE Opinion Excellent Very good Good Not so good Total Source: Primary data. Inference From the above table, it has been inferred that 47.6% respondents felt that the warranty service is good followed by 28% of the respondents are felt that the warranty service is excellent and 24.4% of the respondents are said that the good free service is very good.. From the above analysis, it is clear that most (47.6%) of the respondents felt that the warranty service is good. No. of Respondents 63 55 107 0 225 % 28.0 24.4 47.6 0 100.0

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TABLE NO.17 BREAKDOWN SERVICE

Opinion Excellent Very good Good Not so good Total Source: Primary data. Inference

No. of Respondents 62 66 94 3 225

% 27.6 29.3 41.8 1.3 100.0

From the above table, it has been inferred that 41.8% respondents are felt that the breakdown service is good followed by 29.3% of the respondents are felt that the breakdown service is very good 27.6% of the respondents are felt that the breakdown service is excellent and 1.3% of the respondents are felt that the breakdown service is not so good. From the above analysis, it is clear that most (41.8%) of the respondents felt that the breakdown service is good.

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TABLE NO.18 THE ESTIMATION COST FOR THE PREPARING WORK

Opinion Excellent Very good Good Not so good Total Source: Primary data. Inference

No. of Respondents 34 76 112 3 225

% 15.1 33.8 49.8 1.3 100.0

From the above table, it has been inferred that 49.8% respondents are said that the estimation cost for the preparing work is good followed by 33.8% of the respondents are said that the estimation cost for the preparing work is very good, 15.1% of the respondents are said that the estimation cost for the preparing work is excellent and 1.3% of the respondents are said that the estimation cost for the preparing work is not so good. From the above analysis, it is clear that most (49.8%) of the respondents said that the estimation cost for the preparing work is good.

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TABLE NO.19 CUSTOMERS CARE FOR SERVICE AND REPAIRS AS PER CUSTOMER CONVENIENCE

Opinion Excellent Very good Good Not so good Total Source: Primary data. Inference

No. of Respondents 59 105 58 3 225

% 26.2 46.7 25.8 1.3 100.0

From the above table, it has been inferred that 46.7% respondents are said that the very good service and repairs followed by 26.2% of the respondents are felt that the Excellent service and repairs, 25.8% of the respondents are felt that the good service and repairs, 1.3% of the respondents are felt that the no so sad service and repairs. From the above analysis, it is clear that most (46.7%) of the respondents are felt that the very good service and repairs.

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TABLE NO.20 PROPER HANDLING OF CUSTOMER AT FRONT OFFICE & RECEPTION

Opinion Excellent Very good Good Not so good Total Source: Primary data. Inference

No. of Respondents 47 82 83 13 225

% 20.9 36.4 36.9 5.8 100.0

From the above table, it has been inferred that 36.9% respondents felt that the proper handling of customer at front office & reception is good followed by 36.4% of the respondents felt that the proper handling of customer at front office and reception is very good, 20.9% of the respondents felt that the proper handling of customer at front office and reception is excellent and 5.8% of the respondents felt that the proper handling of customer at front office and reception is no so good. From the above analysis, it is clear that most (36.9%) of the respondents are felt that the proper handling of customer at front office & reception is good.

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TABLE NO.21 QUALITY OF WORKMANSHIP

Opinion Excellent Very good Good Not so good Total Source: Primary data. Inference

No. of Respondents 38 104 79 4 225

% 16.9 46.2 35.1 1.8 100.0

From the above table, it has been inferred that 46.2% respondents are opined that the quality of workmanship is very good followed by 35.1% of the respondents are opined that the quality of workmanship is good, 16.9% of the respondents are opined that the quality of workmanship is excellent and 1.8% of the respondents are opined that the quality of workmanship is not so good. From the above analysis, it is clear that most (46.2%) of the respondents are opined that the quality of workmanship is very good.

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TABLE NO.22 AVAILABILITY OF WORKSHOP TO FIX PROBLEM ON FIRST VISIT

Opinion Excellent Very good Good Not so good Total Source: Primary data. Inference

No. of Respondents 26 91 100 8 225

% 11.6 40.4 44.4 3.6 100.0

From the above table, it has been inferred that 44.4% respondents are said that the availability of workshop to fix problem on first visit is food followed by 40.4% of the respondents are said that the availability of workshop to fix problem on first visit is very good, 11.6% of the respondents are said that the availability of workshop to fix problem on first visit is excellent and 3.6% of the respondents are said that the availability of workshop to fix problem on first visit is not so good. From the above analysis, it is clear that most (44.4%) of the respondents are said that the availability of workshop to fix problem on first visit is good.

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CHI-SQUARE ANALYSIS
TABLE NO. 1 AGE AND OWNING VEHICLE MODEL Age Below 30 30-40 40-50 50-60 Above 60 Total Santro 27 48 30 15 9 129 Vehicle Model Accent 21 27 29 9 8 94 Total Elantra 0 0 0 0 2 2 48 75 59 24 19 225

Null Hypothesis (H0):

There is no significant relationship between age and owning vehicle model.

Alternative Hypothesis (H1):

There is close significant relationship between age and owning vehicle model.

Chi-square Test Calculated 2 value = Degree of freedom = Table value Significant level Inference From the above analysis, we find that, calculated value greater than the table value, ie., null hypothesis rejected. So, there is close significant = = 24.667 8 15.507 Significant at 5% level

relationship between age and owning vehicle model.

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TABLE NO. 2 OWNING VEHICLE MODEL AND SERVICE ADVISOR TO UNDERSTAND THE PROBLEM Owning vehicle model Santro Accent Sonata Total Service Advisor To understand the problem Not so Excellent Very good Good Good 14 42 73 0 14 49 31 0 0 0 2 0 28 91 106 0 There is no significant relationship between age and owning vehicle model and service advisor problem. Alternative Hypothesis (H1): There is close significant relationship between owing vehicle model and service advisor problem. Chi-square Test Calculated 2 value = Degree of freedom = Table value Significant level Inference = = 14.562 6 12.592 Significant at 5% level availability to understand the availability to understand the

Total 129 94 2 225

Null Hypothesis (H0):

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From the above analysis, we find that, calculated value greater than the table value, ie., null hypothesis rejected. So, there is close significant

relationship between owning vehicle model and service advisor availability to understand the problem.

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TABLE NO. 3 RELIABILITY AND TRUSTWORTHINESS OF DEALER WORKSHOP AND KEEP THE COMMITMENTS AND PROMISES

Reliability and Trust worthiness of the company Excellent Very good Good Not so Good Total Null Hypothesis (H0):

Commitments and Promises Total

Excellent

Very good

Good

Not so Good

8 16 9 0 33

15 29 54 1 99

10 43 34 4 91

0 0 0 2 2

33 88 97 7 225

There is no significant relationship between the reliability and trustworthiness of the company and commitments and promises of Chandra Hyundai Company.

Alternative Hypothesis (H1):

There is close significant relationship between reliability and trustworthiness of the company and promises of Chandra Hyundai Company.

Chi-square Test Calculated 2 value = Degree of freedom = 78.462 9

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Table value Significant level Inference

= =

16.919 Significant at 5% level

From the above analysis, we find that, calculated value greater than the table value, ie., null hypothesis rejected. So, there is close significant

relationship between the reliability and trustworthiness of the company and commitments and promises of Chandra Hyundai Company.

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TABLE NO. 4 NUMBER OF FAMILY MEMBERS AND OWNING VEHICLE MODEL

Number of Family Members Single Two to four Five to Seven Above seven Total Null Hypothesis (H0) Santro 11 71 36 11 129

Owning Vehicle Model Accent 8 47 26 13 94 : Elantra 0 2 0 0 2 Total 19 120 62 24 225

There is no significant relationship between the number of family members and owning vehicle model.

Alternative Hypothesis (H1):

There is close significant relationship number of family members and owning vehicle model.

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Chi-square Test Calculated 2 value = Degree of freedom = Table value Significant level Inference From the above analysis, we find that, calculated value less that the table value, ie., null hypothesis accepted. So, there is no significant relationship between the Number of family members and owning vehicle model. = = 3.459 6 12.592 Not Significant at 5% level

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FINDINGS

From the analysis we found that (57.3%) of the respondents are using Santro cars. 36.4% of the respondents to aware of the vehicles through friends.

36.9% of the respondents accept the company maintain their front office and reception is very good. 55.6% of the respondent are said that the attract vehicle model for purchasing reason. 43.6% of the respondent are said that the delivery of car at the promised time is very good. 36.0% of the respondents are seeing the advertisement of this vehicle in newspaper. 80.9% of the respondents are felt that cost of service station is should be high, compare to other service stations. 34.2% of the respondents accept the service adviser performance satisfied.

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SUGGESTIONS

The respondent is felt that service cost is very high to compare other service station. So reduce the cost of service. To delivery the car is very prompt time to the cars because many respondents opinion about the service time is very long period. To keep on touch with the customer in every two month or three months and maintain customer relationship.

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CONCLUSION

The specialized policy of privatization in car companies create a healthy competition and better services provided to the customers. When compared to the other company service Chandra Hyundai gives better service, maintain their customer service, etc. Any way the company have service cost is high and also the company can not concentrate their customers after sales. So, the company maintain the

customers. It is only the maintain the customer satisfaction and increase the further sales. And the company concentrate mostly upper level of the society. So, middle and low level of customer may took service from local service stations. Hence, the company should concentrate the customer and maintain their image.

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A STUDY ON CONSUMER SATISFACTION TOWARDS HYUNDAI CARS IN COIMBATORE CITY

1.

Name Address

: :

2.

Age Below 30 51 60 ( ( ) ) 31 40 Above 60 ( ( ) ) 41 50 ( )

3.

No. of members in your family Single ( ) ) Two to Four Eight and above ( ( ) )

Five to Seven ( 4.

Monthly income of your family Below 15,000( 25,001 35,000 ) ( ) 15,001 25,000 ( ) ( )

35,001 and above

5.

Which model vehicle do you own Maruti 600 ( ) ) OMNI ( AUTO ( )Zen ( ) ) SWISH ( )

Esteem WAGIDNR (

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6.

Which colour do you have Superior White ( Satin Grey ( ) ) Ebony Black ( Bright Silver ( ) Suave Blue ( ) )

) Majestic Laven (

7.

How did you come to know about this vehicle Family members ( Advertisement ( ) ) Friends ( ) Relatives ( )

8.

Reasons for purchasing this vehicle Vehicle model ( Good will ( ) ) Colour ( Price ( ) ) Mileage ( ) )

Maintenance cost (

9.

How many vehicles purchased from Chandra Hyundai Coimbatore One ( ) 2 to 3 ( ) Above 4 ( )

10.

How long are you using it Below 1 year ( 4 to 6 years ( ) 1 to years ( ) ) 2 to 4 years ( )

) 6 and above (

11.

Availability and willingness of workshop to take customers car for service and repairs as per customer convenience. Excellent ( ) Very good ( ) Good ( ) Not so good ( )

12.

Proper handling of customer at Front Office & Reception Excellent ( ) Very good ) ( ) Good ( )

Not so good (

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13.

Promptness and courtesy of the Services Adviser Excellent ( ) Very good ( ) Good ( ) Not so good ( )

14.

Quality of workmanship Excellent ( ) Very good ) ( ) Good ( )

Not so good ( 15.

Availability of worship to fix problem on first visit Excellent ( ) Very good ) ( ) Good ( )

Not so good ( 16.

Time taken for service Excellent ( ) Very good ) ( ) Good ( )

Not so good ( 17. Delivery of Car Excellent (

) Very good )

) Good (

Not so good ( 18.

Availability of Spare Parts Excellent ( ) Very good ) ( ) Good ( )

Not so good ( 19.

Contacting Customers after service Excellent ( ) Very good ) ( ) Good ( )

Not so good (

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20.

Reliability and Trustworthiness of dealer workshop Excellent ( ) Very good ) ( ) Good ( )

Not so good ( 21.

Service Adviser availability to understand the problem in the car Excellent ( ) Very good ) ( ) Good ( )

Not so good ( 22.

Have you seen my advertisement of this vehicle Yes ( ) No ( )

23.

If through which media News Paper ( Outdoor ( ) ) Television ( ) Magazine ( )

24.

The location of Chandra Hyundai Convenient ( ) Inconvenient ( )

25.

Labour cost for servicing when comparing other service station Low ( ) Optimum ( ) High ( )

26.

What is your level of satisfaction towards following service Satisfaction

S.No 1 2 3 27.

Service

Excellent

Very good

Good

Not so good

Free Service Warranty Service Breakdown Service The effectiveness of Chandra Hyundai to keep its commitments and

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promises is Excellent ( ) Very good ) ( ) Good ( )

Not so good ( 28.

When you leave vehicle the estimation cost for preparing work is Excellent ( ) Very good ) ( ) Good ( )

Not so good ( 29.

Your opinion of Chandra Hyundai emergency road service Excellent ( ) Very good ) ( ) Good ( )

Not so good ( 30.

Do you have any suggestion for improvement at Chandra Hyundai Yes ( ) No ( )

If yes please specify______________________________________ _______________________________________________________

THANKING YOU

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BIBLIOGRAPHY

BOOKS
1. Marketing Management (Eleventh edition 2. Marketing Research (Pearson Edition) 3. Research Methodology Methods and Techniques News paper 1. Economic times September 2, 2004. Philip Kotler Naresh K.Malhotra C.R.Kothari

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