A PROJECT REPORT ON

STUDY OF CONSUMER buying BEHAVIOUR

REGARDING PURCHASE OF Hyundai car

SUBMITTED TO:

PUNJAB TECHNICAL UNIVERSITY JALANDHAR In Partial Fulfillment of Requirements for the Degree of Masters in Business Administration Submitted by Dev raj Roll No.104682249016 Project Guide Prof. Vikram jeet (Asstt. Professor)

SESSION (2010-2011) INNOCENT HEARTS GROUP OF INSTITUTIONS, LOHARAN JALANDHAR (Affiliated to Punjab Technical University Punjab)

DECLARATION

I, DEVRAJ Here by declared that the research work presented in this report entitled Consumer behavior about Hyundai products For the fulfillment of the award of Master in Business Administration (M.B.A.) From Punjab Technical University (P.T.U.), Punjab is based on my work during the summer training in the Shivansh Hyundai india ltd. The project embodies the result of original work and studies carried out by me and the contents of the project do not form his basis for the award of any other degree to me or to anybody else. Thanking you

Signature

ACKOWNLEDGEMENT

I am thankful to management to study the Consumer behavior about Hyundai products for granting the permission, corporation and valuable information for competition of this project. Shivansh Hyundai india ltd. who not only inspired me to work on this project but also accepted to guide me. In spite of heavy responsibilities and busy schedules, they always managed time to provide proper guidance .Last but not the least, I would like to say that my Co-coordinators Mr. Vikramjeet Thakur and our friends for giving me their constant support and encouragement in Completion of my project.

Preface
One must have a contemporary understand of this dynamic world to survive or proper therein. Never in the past has the role of manager in India as crucial and exciting as now. The ongoing economic reforms programmed have created infinite opportunities. There has been an increase in milk income gradually development have broadened the knowledge of consumers .There are now become choosy resulting in winners & looser at the same time winners those who monitors needs, identifies opportunities and create value. It is the market place not the factory that ultimately determines which company will succeed Marketing is practiced not only by manufacturing concern & their channel members but all kinds of individuals and organization. No politician can get the required votes to win and no resort the needed tourist to flourish without developing and carrying out the sound marketing plans. Authentic market practice is not the art of selling what you make so much as knowing what to make. It is the art of identifying and understanding customers needs and coming up with solutions that satisfy them and produces riches for firms profitability .As we all know, future is always uncertain. More precisely when there is volley of brilliant competitors and each wants to be the market leader. So in the light of intense competition satisfaction through product innovation maintaining The standard quality theyre in, failing which no amount or deal of promotional measure or scheme can compensate at length. Competitive forces have compelled the companies to focus on specific segment of the market with frequent product innovation and rather new products and launching thereof with greater confidence. The present study gives special emphasis on the Consumer behavior about Hyundai Car products. The entire study has been divided into chapters and further subdivided into segments from each dealing with a separate aspect in a simple and lucid style and clarification has been given top priority throughout the project

TABLE OF CONTENTS
CHAPTER NO. CONTENTS PAGE NO. Certificate Preface Acknowledgement 1 Introduction Industry profile Company profile History of Hyundai car Hyundai car In India Product of Hyundai car Hyundai in Europe Hyundai in turkey Hyundai in Egypt Hyundai in Beijing Hyundai in Japan Hyundai in the Philippines Environmental record India car market growth second fastest globally 1i ii iii

Consumer buying behavior Consumer behavior Brand awareness

Objectives

Objective Scope of the study

4 5 6 7 8 9

Research Methodology Limitations Of The Study Findings from survey Conclusion and Suggestions
Bibliography

Annexure

CHAPTER-I INTRODUCTION

Co mp a n y Pr o fi le
Shivansh Hyundai, a automobile dealer is located on NH 21 at Gutkar in district Mandi. Shivansh Hyundai is dealer of Hyundai car manufacturer which is one of the biggest car manufacturers and have an excellent network of dealers throughout India in general and also in Himachal Pradesh. The travel & tourism is one among other factors of economy growth of the state. The automobile industry is slowly gaining pace and the growth rate is improving. The Dalhousie, Dharamshala, Kulu, Manali, Mandi, Shimla etc are the places of high tourist attraction. There is scope that the automobile industry will gain more paces and the scenario will become better in the near future. There are many Hyundai Dealers in Himachal Pradesh and the Shivansh Hyundai at Gutkar is among them who engaged as auto dealer & service provider.

Products: 1.i10 2.i20 3.Accent 4.FluidicVerna 5.SantaFe 6.SantroXing 7.SonataTransform

Indian automobile Industry Profile

The Indian automotive industry has witnessed an unprecedented boom in recent year owing the improvement in living standards of the middle class, and a significant increase in their disposable incomes. The industry is expected to touch the 10 million mark, to which the commercial vehicle segment will be a major contributor. Industry experts peg the Indian Automobile Sales growth at a compounded annual growth rate (CAGR) of 9.5 % by end of 2010.

India is the second largest two-wheeler market in the world. Fourth largest commercial vehicle market in the world. Eleventh largest passenger car market in the world. Fifth largest bus and truck market in the world (by volume). Envisaged to be the seventh largest automobile market by 2016, and worlds third largest by 2030 (behind only China and the US).

Domestic Sales The Society of Indian Automobiles Manufacturers Association (SIAM) estimates the sales figures of 7.5 million motorcycles, 2 million cars (including MPVs, SUVs & MUVs) and 9 million two-wheeler For year 2008-09 fiscal. Consequently, India should be able to contribute about 6 % to the total global automotive industry output by end 2010

Automobile Domestic Sales Trends Category

Total passenger vehicles Total commercial vehicles Three wheelers Total Two 5,364,249 6,209,765 7,052,391 7,857,548 7,249,278 7,437,670 284,078 307,862 359,920 403,909 364,781 349,719 260,114 318,430 351,041 467,882 490,494 384,122

2003-04
902,096

2004-05
1,061,572

2005-06
1,143,076

2006-07
1,379,698

2007-08
1,549,882

2008-09
1,551,880

Wheelers

GRAND TOTAL

6,810,537 7,897,629 8,906,428 10,109,037 9,654,435 9,723,391

Passenger Vehicles

15.96%

Commercial Vehicles

3.95%

Three Wheelers

3.6%

Two Wheelers

76.49%

Growth and Development of the Industry

Auto sales in 2008 and 2009:

Company

December 2008

December 2009 71,000 22,252 16,999 8,258 1,113 308 119,930

% change 37 43 120 101 52 13 49

Maruti Suzuki Hyundai Mahindra & Mahindra General Motors Skoda Mahindra Renault Total

52,029 15,602 7,726 4,041 732 272 80,402

Leading Players
Profile of key Domestic Players: Name of the company Tata Motors Ltd Largest commercial vehicle player in the country and one of the largest in the passenger vehicles segment. Mahindra & Mahindra Ltd Flagship company of the Mahindra Group; largest player in the tractor segment in India Capacity 160000 units pa Volumes 171870 units in 2004 Operating incomeUS$ 3.8 billion in 2005 Capacity 125000 units pa Volumes 69737 units in 2004 Operating incomeUS$ 1.47 billion in 2005 Hindustan Motors Ltd. A C.K Birla group flagship and one of the oldest auto companies in India. Capacity 64000 units pa Volumes 15782 units Operating incomeUS$ 159.7 million in 2004 Lancer, Ambassador, Contessa, Trekker, RTV, Pushpak, Pajero Uttarpara (West Bengal), Pithampur (Madhya Pradesh), Trivellore (Tamil Nadu) Armada, Bolero, Commander, Marshall, Maxx, Voyager, Scorpio Mumbai, Nashik (Maharashtra) Sierra, Sumo, Safari, Indica, Indigo Pune (Maharashtra) Parent company Output Models Plants

Ashok Leyland

Hinduja group

Operating Income - US$ 952.9 million in 2005

Multiaxle vehicles, tractor, ecomet, engines, Viking BSI, Viking BS-II, Vestibule Bus, 222 CNG bus etc

Ennore, two plants at Hosur, the assembly plants at Alwar, Bhandara, castings plant at Hyderabad

TVS Motor

TVS Group

Operating Income - US$ 641.9 million in 2005

Mopeds - Excel, Champ, TVS 50Scooterettes Scooty Motorcycles - Max 100, Victor, Centra, Fiero

Hosur, Mysore

Bajaj Auto

Bajaj Group

Capacity - 2.52 million units pa Operating income - US$ 1.3 billion in 2005

Motorcycles Boxer, CT 100, Discover, Wind, Caliber, Pulsar, Eliminator Scooters - Spirit, Saffire, Wave

3 Plants at Akurdi, Waluj, Chakan.

Profile of key Foreign Players:

Name of the company Maruti Udyog Ltd Parent Company Suzuki of Japan holds a 54.2 per cent stake in the company Capacity 500000 units Pa Volumes 472122 units including exports in 2004 Operating IncomeUS$ 2.4 billion in 2005 Hyundai Motors India Ltd Wholly owned subsidiary of Hyundai Motor Company, S. Korea Daimler Chrysler India 100 per cent subsidiary of Daimler Chrysler Group Fiat Motors Subsidiary of Fiat Auto SpA Capacity 50000 units pa Volumes 10428 units Uno, Siena, Palio, Palio Adventure Mumbai (Maharashtra) Capacity 10000 units pa Volumes 1640 units E class, S class, C class Pune (Maharashtra) Capacity 150000 units pa Volumes 171905 units Santro, Accent, Sonata, Terracan, i-10, i-20, Irrungattukottai (Tamil Nadu) 800, Omni, Alto, WagonR, Zen, Baleno, Esteem, Gypsy, Vitara, Versa Gurgaon (Haryana) Output Models Models Plants

General Motors Ltd

Collaboration between General Motors Corporation and C.K. Birla Group of companies

Capacity 25000 units pa Volumes 17986 units Capacity 30000 units pa

Astra, Corsa, Swing, Forrester, Vectra, Sail, Optra, Chevrolet Optra

Halol (Gujarat)

Honda Siel Cars Established in India (HSCI) 1995,with Honda Motor Company, (Japan) and Siel Ltd (India) being the key promoters. Toyota Kirloskar Joint venture BetweenKirloskar Group and Toyota Motor Corp Skoda Auto India Skoda Auto, based in Czech Republic, is a part of Volkswagen group Hero Honda Joint venture between Hero Group, the world's largest bicycle manufacturers and the Honda Motor

Volumes 20,550 units City, Accord, CR V

Noida (UP)

Capacity 50000 units pa

Volumes 42,549 units Qualis, Camry, Corolla

Bidadi (Karnataka)

Capacity 10000 units pa Volumes 3712 units Capacity - 2.8 million units pa Operating income - US$ 1.66 billion in 2005

Octavia, Laura

Aurangabad (Maharashtra)

Motorcycles CD Dawn, CD Deluxe, Splendour, Passion, Karizma, CBZ, AmbitionStep

2 plants at Daruhera and Gurgaon

Company of Japan Honda Motorcycle & Scooters India Pvt. Ltd (HMSI) Wholly owned subsidiary of Honda Motor Company Ltd., Japan Capacity200000 vehicles per annum

Through - Street

Scooters Activa, Dio, Eterno Motorcycles Unicorn

Manesar

History Of Hyundai

The world's largest automobile manufacturing plant in Ulsan, South Korea, produces over 1.6 million vehicles annually. Chung Ju-Yung founded the Hyundai Engineering and Construction Company in 1947. Hyundai Motor Company was later established in 1967. The company's first model, the Cortina, was released in cooperation with Ford Motor Company in 1968. When Hyundai wanted to develop their own car, they hired George Turnbull, the former Managing Director of Austin Morris at British Leyland. He in turn hired five other top British ca- engineers. They were Kenneth Barnett body design, engineers John Simpson and Edward Chapman, John Crosthwaite ex-BRM as chassis engineer and Peter Slater as chief development engineer. In 1975, the Pony, the first Korean car, was released, with styling by Giorgio Giugiaro of Ital Design and power train technology provided by Japan's Mitsubishi Motors. Exports began in the following year to Ecuador and soon thereafter to the Benelux countries. In 1991, the company succeeded in developing its first proprietary gasoline engine, the four-cylinder Alpha, and transmission, thus paving the way for technological independence. In 1983, Hyundai exported the Pony to Canada, but not to the United States, because the Pony didn't pass emissions standards there. Canadian sales greatly exceeded expectations, and it was at one point the top-selling car on the Canadian market. The Pony afforded a much higher degree of quality and refinement in the lowest price auto segment than the Eastern-bloc imports of the period then available.

In 1986, Hyundai began to sell cars in the United States, and the Excel was nominated as "Best Product #10" by Fortune magazine, largely because of its affordability. The company began to produce models with its own technology in 1988, beginning with the midsize Sonata. In 1996, Hyundai Motors India Limited was established with a production plant in Irrungattukotai near Chennai, India. In 1998, Hyundai began to overhaul its image in an attempt to establish itself as a world-class brand. Chung Ju Yung transferred leadership of Hyundai Motor to his son, Chung Mong Koo, in 1999. Hyundai's parent company, Hyundai Motor Group, invested heavily in the quality, design, manufacturing, and long-term research of its vehicles. It added a 10-year or 100,000-mile (160,000 km) warranty to cars sold in the United States and launched an aggressive marketing campaign. In 2004, Hyundai was ranked second in "initial quality" in a survey/study by J.D. Power and Associates. Hyundai is now one of the top 100 most valuable brands worldwide. Since 2002, Hyundai has also been one of the worldwide official sponsors of the FIFA World Cup. In 2006, the South Korean government initiated an investigation of Chung Mong Koo's practices as head of Hyundai, suspecting him of corruption. On April 28, 2006, Chung was arrested, and charged for embezzlement of 100 billion South Korean

won (US$106 million). As a result, Hyundai Vice Chairman and CEO, Kim Dong-jin, replaced him as head of the company.

In 1998, after a shake-up in the Korean auto industry caused by overambitious expansion and the Asian financial crisis, Hyundai acquired rival Kia Motors. In 2000, the company established a strategic alliance with DaimlerChrysler and severed its partnership with the Hyundai Group. In 2001, the Daimler-Hyundai Truck Corporation was formed. In 2004, however, DaimlerChrysler divested its interest in the company by selling its 10.5% stake for $900 million. Hyundai has invested in manufacturing plants in the North America, India, Czech Republic, Pakistan, China and Turkey as well as research and development centers in Europe, Asia, North America, and the Pacific Rim. In 2004, Hyundai Motor Company had $57.2 billion in sales in South Korea making it the country's second largest corporation, or chaebol. Worldwide sales in 2005 reached 2,533,695 units, an 11 percent increase over the previous year. Hyundai has set as its 2006 target worldwide sales of 2.7 million units (excluding exports of CKD kits). In 2007 it reached 3,961,629 worldwide vehicle sales surpassing Fiat, Chrysler, PSA/Peugeot, Nissan, and Honda. Hyundai motor vehicles are sold in 193 countries through some

5,000 dealerships and showrooms. After a recent survey of global automotive sales, Hyundai is now the fourth largest automaker in the world as of 2009. Hyundai Motor Company's brand power continues to rise as it was ranked 72nd in the 2007 Best Global Brands by Inter brand and Business Week survey. brand value estimated at $4.5 billion. Public perception of the Hyundai brand has been transformed as a result of dramatic improvements in the quality of Hyundai vehicles.

Hyundai Motor India Limited is a wholly owned subsidiary of the Hyundai Motor Company in India. It is the 2nd largest automobile manufacturer in India after Maruti Suzuki.

Hyundai Accent car used by the Greater Chennai Police.

Hyundai Santro Xing/Atos Prime is made only by Hyundai Motor India Limited. Hyundai Motor India Limited was formed in 6 May 1996 by the Hyundai Motor Company of South Korea. When Hyundai Motor Company entered the Indian Automobile Market in 1996 the Hyundai brand was almost unknown throughout India. During the entry of Hyundai in 1996, there were only in five major automobile manufacturers

India, i.e. MUL, HM, PAL, TELCO and M&M. Daewoo had entered the Indian

automobile market with Cielo just three years back while Ford, Opel and Honda had entered less than a year back.

For more than a decade till Hyundai arrived, Maruti Suzuki had a complete dominance and monopoly over the Passenger Cars segment because TELCO and M&M were solely Utility and Commercial Vehicle Manufacturers. HMIL's first car, the Hyundai Santro was launched in 23 September 1998 and was a runaway success. Within a few months of its inception HMIL became the second largest automobile manufacturer and the largest automobile exporter in India .Hyundai Motor India Limited (HMIL) is a wholly owned subsidiary of Hyundai Motor Company (HMC), South Korea and is the largest passenger car exporter and the second largest car manufacturer in India. HMIL presently markets 6 models of passenger cars across segments. The A2 segment includes the Santro, i10 and the i20, the A3 segment includes the Accent and the Verna, the A5 segment includes the Sonata Transform and the SUV segment includes the Santa Fe.

HMILs fully integrated state-of-the-art manufacturing plant near Chennai boasts of the most advanced production, quality and testing capabilities in the country. To cater to rising demand, HMIL commissioned its second plant in February 2008, which produces an additional 300,000 units per annum, raising HMILs total production capacity to 600,000 units per annum. In continuation with its commitment to providing Indian customers with cutting-edge global technology, HMIL has set up a modern multi-million dollar research and development facility in the cyber city of Hyderabad. It aims to become a centre of

excellence for automobile engineering and ensure quick turnaround time to changing consumer needs. As HMCs global export hub for compact cars, HMIL is the first automotive company in India to achieve the export of 10 lakh cars in just over a decade. HMIL currently exports cars to more than 110 countries across EU, Africa, Middle East, Latin America, Asia and Australia. It has been the number one exporter of passenger car of the country for the sixth year in a row. To support its growth and expansion plans, HMIL currently has a 307 strong dealer network and 627 strong service points across India, which will see further expansion in 2010.

Hyundai in Europe
On November 2008, Hyundai opened its European plant in Noovice, Czech Republic, following an investment of over 1 billion Euros and over two years of construction. The plant, which mainly manufactures the i30 for the European market, has an annual capacity of 200,000 cars. The new Hyundai plant is 90 kilometers north of Kia Motors' ilina Plant in Slovakia.

Hyundai in Turkey
The opening of the first manufacturing plant in Turkey, located in zmit, was done on the September 20, 1997 and due to the unexpectedly high demand a second plant was opened later in

Kozyata, in collaboration with Isuzu Anadol, for CKD assembling only. The joint venture in Turkey is called Hyundai Assan Otomotiv.

Hyundai in Egypt
Hyundai cars are manufactured in Egypt also, the local manufacturer of these vehicles is the Ghabbour Group, which is located in Cairo. They have a big model range and offers sports models of some car models which are only offered on the Egypt market. Formerly, the company had assembled vehicles from the GM concern.

Hyundai in China
Hyundai models sell well in China.

Beijing Hyundai
A joint venture with Beijing Automotive Group, Beijing Hyundai Motor manufactures many Hyundai vehicles, as well as a few models which are exclusive to the Chinese market. This company sold 700,000 passenger cars in 2010. Hyundai-branded SUVs were sold by a different company.

Hawtai partnership

Between 2002-2010 Hawaii Motor made Chinese-market versions of the Hyundai Matrix, the Hyundai Santa Fe and the Hyundai Terracan. The Santa Fe was the fifth most-purchased SUV in China in 2010, and some of Hawtai's versions may greatly differ from those sold in other markets.

Commercial vehicles
In October 2010, Hyundai signed agreement with Sichuan Nanjun Automobile on setting up a commercial vehicle joint ventureSichuan Hyundai Motor Co., Ltd.

Hyundai in Japan
Despite having growing sales worldwide, Hyundai struggled in Japan, having sold only 15,000 passenger cars from 2001 to 2009. Following an announcement on November 2009, Hyundai pulled their passenger car division out of the Japanese market and focused on their commercial vehicle division instead. The company said that it is possible for them to come back to Japan fully if market conditions continue to improve.

Hyundai in the Philippines

Hyundai continues to dominate the Philippine automobile market through their newly introduced models. Hyundai is currently the third top selling automotive brand in the country. Hyundai's i10, Accent, SantaFe, Sonata, and Grand Starex were among the models which brought Hyundai to the 3rd spot. Hyundai almost doubled its sales in 2010 with 11,086 in 2009 to a whopping 20,712. Hyundai becomes the fastest growing automotive brand in the country.

Electric vehicles
Main articles: Hybrid electric vehicle and Electric vehicle

Since 2004, Hyundai has supplied about 3,000 hybrid versions of its Getz and Accent small cars to government fleets as part of a testing program. The automaker cites a lack of local tax benefits for purchasing hybrids as a barrier to its hybrid development program. But Hyundai expects the tax situation to change in 2009.

The new hybrid electric Sonata made its debut at the Los Angeles International Auto Show in November 2008. Hyundai expects to release it in the U.S. market in 2010, featuring lithium-ion battery technology.

Hyundai plan to begin producing hybrid electric vehicles in 2009. The company is going to use Hybrid Blue Drive, which includes lithium polymer batteries, as opposed to lithium-ion. The Avante was be the first vehicle to be produced. Other are the Santa Fe Hybrid, the Elantra, Sonata Hybrid (to the U.S. market in 2010) and the Hyundai i20, which will replace the Hyundai Getz.

Hyundai began producing the Elantra LPI Hybrid (or Avante in the local market) was launched in the South Korean domestic market in July 2009. The Elantra LPI (Liquefied Petroleum Injected) is the world's first hybrid electric vehicle to be powered by an internal combustion engine built to run on liquefied petroleum gas (LPG) as a fuel. The Elantra PLI is a mild hybrid and the first hybrid to adopt advanced lithium polymer (LiPoly) batteries.

The Hyundai Blue Will plug-in hybrid has made its U.S. debut at the North American International Auto Show in Detroit 2010.

In 2010 the company is going to launch the mass-market Hyundai i10 EV. Includes a LG 16 kWh lithium-ion battery, for 100 miles (160 km) all electric range, and a 49 kWh electric motor

At the 2010 Geneva Motor Show, Hyundai unveiled the i-flow, a concept car using a variant of the BLUE-WILL hybrid system. The i-flow Concept uses a 1.7-liter twin-turbo diesel engine along with electric batteries to achieve fuel economy of 3 liters per 100 kilometers (94 mpg-imp; 78 mpg-US). Hyundai says a production car based on the i-flow's design will be in production by 2011.

CHAPTER-2 CONSUMER BEHAVIOUR

Introduction about Consumer behavior

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The key drivers for the six need segments in India are summarized below: Potency buyers are motivated by a need to attract opposite sex and feel powerful; brand image of trendy and innovative appeals to this group. Utility buyers seek a need for basic transportation and care for family; Value for money and cost of ownership are the benefits that these buyers associate with. Prestige buyers are motivated by a need for prestige, indulge self, and exclusivity; They are least price sensitive and desirous of latest/ futuristic features in cars Adventure buyers seek fun & adventure and to increase popularity; SUV finds preference for these buyers who relate to their cars as lover. Status buyers want to show-off success and attract attention; Superior craftsmanship and best technology are imagery issues that this group relates to.

Liberation is the smallest of the six need segments these buyers seek increased freedom and latest technology; safety consciousness is relatively higher among them. Hyundai and Maruti: At a rational-level, both these makes finds similarities on some of the rational brand drivers such as good fuel economy, easy to maintain, practical cars, and good after-sales service coverage. However, Hyundais persona is more expressive, while Marutis is more protective. For example, increase popularity and show-off success are stronger motivations for Hyundai, while basic transportation and fit-in socially is higher for Maruti. Consequently, Hyundai finds a relatively better fit with adventure and potency as compared to utility and status for Maruti. Honda and Toyota: Superior craftsmanship is a key similarity for both these brands at a rationallevel. However, Hondas positioning is closer to the individual oriented zone of self-assertion reflected in one of its key motive of feel powerful. Toyota, in comparison, falls more on the expressive and affiliative side with motives like feel young and for adventure

Consumer buying behavior

The

decision

processes

and

acts

of

final

household

consumers

associated

with

evaluating, buying, consuming, and discarding products for personal consumption. Consider the purchase an automobile. we generally will not consider different options until some event triggers a need, such as a problem needing potent ially expensive repair. Once this need has put you "on the market", you begin to ask your friends for recommendations regarding dealerships and car models. After visiting several dealerships, you test drive several models and finally decide on a particular model. After picking up your new car, you have doubts on the way home, wondering if you can afford the monthly payments, but then begin to wonder if instead you should have purchased a more expensive but potentially more reliable model. Over the next f i v e ye a r s , t h e c a r h a s s e v e r a l u n e x p e c t e d b r e a k d o w n s t h a t l e a d yo u t o w a n t t o p u r c h a s e a different brand, but you have been very happy with the services of the local dealer In this particular case, the following generic model of consumer decision making appears to hold: =====>Need Recognition =====>Information Search =====>Evaluation Of Alternatives =====>Purchase Decision =====>Post purchase Behavior

Now consider the purchase of a quart of orange juice. You purchase this product when you do your grocery shopping once per week. You have a favorite brand

of orange juice and usually do your grocery shopping at the same store. When you buy orange juice, you always go to the same place in the store to pick it up, and never notice what other brands are on the shelf or what are the prices of other brands. How is it that the generic model above works differently in this second scenario? Why does it work differently? Why would we generally need the ministrations of a sales person in the sale of a car, but we generally do not need the help of a salesperson in the purchase of orange juice?

How can the marketer of orange juice get a consumer like you to exert more effort into information search or to consider alternative products? How is it that the marketer of your brand got you to ignore alternative competing brands? What is the involvement of salespeople in sales promotions that might be associated with products such as orange juice?

Consumer behavior researchers are not so interested in studying the validity of the above generic model, but are more interested in various factors that influence how such a model might work.

Group Influences On Consumer Behavior

Culture
Note that culture is something that is learned and that it has a relatively long lasting effect on the behaviors of an individual. As an example of cultural influences, consider how the salesperson in an appliance store in the U.S. must react to different couples who are considering the purchase of a refrigerator. In some subcultures, the husband will play a dominant role in the purchase decision; in others, the wife will play a more dominant role. At last but not least culture are the set of basic values, beliefs, norms, and associated behaviors that are learned by a member of society

Social Class
A group of individuals with similar social rank, based on such factors as occupation,
education, and wealth

Reference Groups
Groups, often temporary, that affect a person's values, attitude, or behaviors

E.g., your behaviors around colleagues at work or friends at school are probably different

from your behaviors around your parents, no matter your age or stage in the family life cycle.

Opinion leader
A person within a reference group who exerts influence on others because of special skills,
knowledge, personality, etc You might ask the webmaster at work for an opinion about a particular software application. Software manufacturers often give away free beta copies of software to potential opinion leaders with the hope that they will in turn influence many others to purchase the product.

Family
A group of people related by blood, marriage, or other socially approved relationship

Internal Influences On Consumer Behavior Personality

A person's distinguishing psychological characteristics that lead to relatively consistent and lasting responses to stimuli in the environment

We are each unique as individuals, and we each respond differently as consumers. For example, some people are "optimizers" who will keep shopping until they are certain that they have found the best price for a particular item, while other people are "satisfiers" who will stop shopping when they believe that they have found something that is "good enough."

Lifestyle and Psychographics

Lifestyle Is a pattern of living expressed through a person's activities, interests, and opinions

Psychographics is a technique for measuring personality and lifestyles to developing

lifestyle classifications.

Types Of Consumer Problem-Solving Processes

Routinized
Used when buying frequently purchased, low cost items Used when little search/decision effort is needed e.g., buying a quart of orange juice once per week

Limited Problem Solving

Used when products are occasionally purchased Used when information is needed about an unfamiliar product in a familiar product category.

Extended problem solving

Used when product is unfamiliar, expensive, or infrequently purchased e.g., buying a new car once every five years

B rand Awareness

As Companies become more aware of the importance of brand power, they wonder how they can strengthen their brands. Most managers think the answer lies in increasing the advertising budget. But advertising is expensive and it is not always effective. Advertising is only one of nine ways to build more brand awareness and brand preference. Develop creative advertising. Sponsor well-regarded events. Invite your customers to join a club . Invite the public to visit your factory or office Create your own retail units. Provide well-appreciated public services. Give visible support to some social causes.

Be known as a value leader. Develop a strong spokesperson or symbol to represent the Company.

B r a n d -Sponsor Decision:
A manufacturer has several options with respect to brand sponsorship. The product may be launched as a manufacturer brand (sometimes called as National Brand), a distributor brand (also called reseller, store, house or private brand), or a licensed brand name. Another alternative is for the manufacturer to produce some output under its own name and some under reseller labels. Manufacturers brands dominate, large retailers and wholesalers have been developing their own brands by contracting production from willing manufacturers. The private brands offer two advantages. First, they are more profitable. Intermediaries search for manufacturer with excess capacity who will produce the private labels at a low cost. Other costs, such as research and development, advertising, sales production and physical distribution are much lower. This means that the private brands can charge a lower price and yet make a higher profit margin. Second, retailers develop exclusive store brands to differentiate themselves from competitors. Brands vary in the amount of power and value they have in the market place. At one extreme are brands that are not known by most buyers. Then there are brands for which buyers have a fairly high degree of brand awareness. Beyond this are brands with a high degree of brand acceptability. Then there are brand that enjoy a high degree of brand preference. Finally there are brands that command and high degree of brand loyalty.

The following are the 5 levels of customer attitudes toward his/her brand from lowest to highest: A) Customer will change brands, especially for price reasons, not brand loyalty Customer is satisfied. No reason to change the brand. B) Customer is satisfied and would incur costs by changing brand. C) Customer values the brand and sees it as a friend. D) Customer is devoted to the brand. Brand equity is related to how many customers are in classes 3, 4 or5. It is also related to the degree of brand-name recognition, perceived brand equity, strong mental and emotional associations and other assets such as patents, trademarks and channel relationships. Companies do not normally list brand equity on their balance sheet because of the arbitrariness of the estimate. But clearly brand equity relates to the premium the brand commands times the extra volume it moves over an Average brand. The world 10 most valuable brands in 1997 in rank order were cocacola, Marlboro, IBM, McDonald, Disney, Sony, Kodak, Intel, Gillette and Budweiser.

High Brand Equity Provides A Number Of Competitive Advantages:

A) The Company will enjoy reduced marketing costs because of consumer brand awareness and loyalty B) The Company will have more trade leverage in bargaining with distributors and retailers because customers expect them to carry the brand. C) The Company can charge a higher price than its competitors because the brand has higher perceived quality.

D) The Company can more easily launch extensions because the brand name carries high credibility.

The brand offers the company some defense against price competition. A brand name needs to be carefully managed so that its equity doesnt depreciate. This requires maintaining or improving brand awareness perceived quality

Environmental record
On April 23, 2008 Hyundai Motor announced the beginning of a five-year project to turn 50 km of infertile land into grassland by 2012. Hyundai is doing so with the help of the Korean Federation for Environmental Movement (KFEM). The project, named Hyundai Green Zone, is located 660 km north of Beijing. The goal of the project is to end the recurring dust storms in Beijing, block desertification and protect the local ecosystem. Local weeds will be planted in the region that have the ability to endure sterile alkaline soil. This is the first environmental project of the company's social contribution program. Hyundai also made electric car concept i10 recently. Hyundai Motor plans to aid Chevron Corporation in the construction of up to six hydrogen fueling stations that will be located in California, including locations at the University of California-Davis and the Hyundai America Technical Center in Chino. Hyundai is going to provide a collection of 32 Tucson fuel cell vehicles, which are powered by UTC Fuel Cell power plants.

Hyundai Cars in India

Hyundai Cars in India are delivered from Hyundai Motor India Limited, a wholly owned subsidiary of Hyundai Motor Company. Hyundai India is the second largest car manufacturer in India. It markets a great number of Hyundai car variants particularly in the passenger car section. The Hyundai Car variants are marketed in six segments. Hyundai India has great plans for the future. Hyundai India envisages the employment of 800 odd people in the period of 2 years. Hyundai cars in India have offered a wide scope in the R&D segment.

Hyundai India is also looking forward to undertake application oriented strategic research in Information and Communication Technologies like Software, Telemetric and Simulation Systems. Hyundai car is well known for its user friendly drive, fuel efficiency and easy maneuverability. Hyundai Car provides engineering services through Computer Aided Designing & Computer Aided Engineering.

Hyundai Cars in India have managed to secure very skilled research personnel to create new technologies. Hyundai Car has focus on future-oriented automobiles and improvised products, ideally suited to various regions. Hyundai India has also been a pioneer in manufacturing family oriented small cars well suited for the Indian roads. Eco friendly cars and hybrid beauties are soon going to be a reality at Hyundai India.

Product of Hyundai Cars

Deals in:1) Luxury segment, 2 ) in Midsize segment, 3) in Small segment in India. .

Car Model Hyundai Santro Xing

48 User Reviews

Avg Ex-Showroom Price Rs. 2,86,809

Check on-road price

Hyundai i10
252 User Reviews

Rs. 3,57,873
Check on-road price

Hyundai i20
155 User Reviews

Rs. 4,63,682
Check on-road price

Hyundai Accent
37 User Reviews

Rs. 5,07,272
Check on-road price

Hyundai Verna
80 User Reviews

Rs. 6,41,500
Check on-road price

Hyundai Sonata Transform

5 User Reviews

Rs. 14,76,813
Check on-road price

Hyundai Santa Fe
7 User Reviews

Rs. 21,70,713
Check on-road price

CHAPTER=

METHODOLOGY

Research Methodology:
The nature of the project work has been descriptive as no hypothesis, is taken to be tested. Though the conclusions drawn could be taken as the hypothesis and further tested by the research work undertaken in the relevant field. The reason for choosing

the descriptive research design is the fact the project repor t has been primarily based upon the secondary sources of data and whose authenticity could be assured of. The reluctance of the company's personnel in parting with much of information led the project report to be based substantially on the secondary source of data. The sources of data used in data collection are the following:

Primary sources
In order to gather information about the various products of Shivansh Hyundai, I personally visited a number of Showrooms and collec ted data pertaining to the prices of the cars offered. The market visits were useful in knowing the comparative prices and quality of the offered brands vis -versa the competitive brands. Details regarding the delivery of the cars were collected and I also inquired about the various sales promotion schemes followed by the three car showrooms in Shivansh By interviewing these dealers valuable information was collected. I inquired from them about their marketing advertising and sales strategies.

Secondary sources
Information was collected from secondary sources such as customer survey, newspapers advertisements, Automobile newsletters, etc.

Beside these the use of Internet was also made in collecting relevant information. The data collected from the above mentioned sources has been adequately structured and used at appropriate places in the report. The information gathered included:

Their annual reports. Pamphlets. Posters. Press clippings. News releases. Newsletters. Pictures. Exchange schemes. Loan fair.

Sampling plan:
Population:

The population considered for this research type is the overall general buyers who:Planning to buy four wheeler (one time payment or EMI) for the first time. a. Are planning to replace their old four wheeler with a more satisfying product type. b. Fill the need of four wheeler. c. Can afford a car however do not fill the need of buying one. In short we can mathematically say that it is a general set which

includes all the set and sub-sets of potential buyer of four buyers.

Non probability sampling:

Non-probability sampling provide a non- scientific techniques of drawing sample from the population according to non-particular laws of chance in which each unit in the universe has No definite pre-assigned probability of being selected in the sample. in short it is the purposes of subjective or judgment sampling.

The sampling design I used here is convenient sampling because it is based on the selected customers i.e., previous customer of Hyundai, the customers who are planning for new cars and customers who came in

showroom for enquiry of Hyundai Cars. I was selected t he convenient sampling because it was not easy to survey all customers. Sample size:

The sample size shorted out from the population (universe set) is 100 nos. to draw the conclusion of the study.

CHAPTER-3 OBJECTIVES

Objectives of the stud y

The study has been conducted with the following objectives in mind: 1. To know how brand awareness made customer to purchase product (Hyundai car) 2. To know factors and variables of brand influence them to purchase.

3. To know what position does the brands has in the minds of customers

4. To know how they became aware of the brand (Santro) 5. To know level of satisfaction about the brand awareness ( Santro) Offered by Hyundai. 6. To find out the market potential for Hyundai cars ( Santro).

7. To know how maintain and improve brand awareness build brand Loyalty

Scope of the study:

Shivansh 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.

I.

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 Hyundai job profile and he/she has to work under that profile only. For each segment of the vehicles, Shivansh 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.

Shivansh Hyundai tries to find out the answer of 4 critical questions while doing its business;

2. Are we easy for customers to do business with? 3. Do we keep our promises? 4. Do we meet the standards, we set? 5. Are we responsive to customer needs?

CHAPTER=5

LIMITATION

Limitations of the study:

Since the road to improvement is never ending, so this study also suffers from certain limitations. Some of them are as follows: Because of illiteracy, it was a time consuming method in which continuous guidance was required. Questionnaire method involves some uncertainty of response. Cooperation on the part of informants, in some cases, was difficult to presume. The project was limited to a period of 10 weeks and is done purely for the academic purpose. It is possible that the information supplied by the informants may be incorrect. So, the study may lack accuracy.

CHAPTER=6

ANALYSIS/DECISION

ANALYSIS / DESIGN:
The data given below was based on the questions which are asked during the survey.

Q.1. WHY SHOULD YOU OPT A FOUR WHEELER? Table No 1: Showing why people opt a four wheeler: No. of Respondents 31 Need 11 Comfort 48 Status 10 Stylish 100 Total

Percentage 31.0 11.0 48.0 10.0 100.0

GRAPH No. 1: Showing the why people opt for a four wheeler:
100 80 60 40 20 0 Need Comfort No. of respondent Status Column1 Stylish 31 31% 11 11% 10 10% 48 48% 100% 80% 60% 40% 20% 0%

Interpretation: The above graph reveals that 48% of the respondents opt four wheeler for status,31% of respondents for the need on the regular bases,11% of the respondents opt for comfort of service, and 10% of the respondents opt four wheeler for the style

Q.2. HOW YOU AWARE ABOUT HYUNDAI CARS? Table No. 2: How Customers are aware of Hyundai car? No. of Respondents TV Ads Existing customers Magazines Friends Internet Total 33 21 24 12 10 100

Percent 33.0 21.0 24.0 12.0 10.0 100.0

GRAPH No.2: showing How Customers are aware of Hyundai car:

100 90 80 70 60 50 40 30 20 10 0 TV Ads Existing customers Magazines Friends Percent Internet 33 33% 21 21% 24 24% 12 12% 10 10% 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0%

No. of Respondents

Interpretation: From the above graph shows that 33% of the respondents came to know of Hyundai car through TV ads, 24% of the respondents through magazines,21% of the respondents through the existing customers and 12% of respondents from friends,10% of respondents through internet. The above graph explained that majority of respondents are TV ads and Magazines.

Q.3. What is your perception about Hyundai motors? Table No. 3: Showing Customer Perception about Hyundai Motors: Particulars Number of Respondent Percentage 43 43% BEST 26 26% GOOD 17 17% ORDINARY 0 0% NO COMMENT 14 14% POOR 0 0% WORST 0 0% POOREST TOTAL 100 100%

GRAPH No.3: Showing Customer Perception about Hyundai Motors

100 90 80 70 60 50 40 30 20 10 0 BEST GOOD ORDINARY NO COMMENT Number of Respondent Percentage POOR WORST POOREST 43.00% 100.00% 90.00% 80.00% 70.00% 60.00% 50.00% 26.00% 40.00% 43

17.00%

26

14.00%

30.00% 20.00% 0.00% 0.00% 10.00% 0 0.00% 0 14

17 0.00% 0

Interpretation: The above graph reveals that best perception comes from 43%, 26% have good perception about the Hyundai car and rest by 17% have ordinary ,14% have poor perception.

Q.4. What is the standard of cars in Hyundai Motors? Table No. 4: Showing result about standard of Hyundai cars: Particular Number of respondent Percentage 12 Excellent 32 Better 23 Good 08 No Comments 23 Poor 2 Worst 0 Poorest 100 TOTAL GRAPH No. 4: Showing result about standard of Hyundai cars:
100 90 80 70 60 50 32% 40 30 12% 20 10 0 Good Better Excellent Worst Poor No Comments Poorest 12 32 23% 23% 100% 90% 80% 70% 60% 50% 40% 30% 20% 8 10% 0 0% 2% 0% 2 23 8% 23

12% 32% 23% 8% 23% 2% 0% 100%

Number of respondent Percentage

Interpretation: The above graph showing the standard of Hyundai cars.12% customers says the standard is excellent, 32% says better, 23% says good standard, 8% no gave any comment on this but 25% customer says the standard is poor or worst.

Q.5.: On the basis of price and feature comparison, is Hyundai Motors economical? Table. No.5: Showing is Hyundai cars are economical according to its price and features: PARTICULARS No. of respondents percentage 20 20% Extremely Agreed 30 30% Highly agreed 25 25% Agreed 12 12% No Comments 13 13% Disagreed 0 0% Highly disagreed 0 0% Extremely disagreed GRAPH No. 5: Showing is Hyundai cars are economical according to its price and features:
100 90 80 70 60 50 40 30 20 10 0 100.00% 90.00% 80.00% 70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00%

30%

25%

30

Highly agreed

Disagreed

No. of respondents

percentage

Interpretation: The above graph showing is Hyundai cars is economical. 20% of public is extremely agreed with this statement, 30% is highly agreed, 25% is agreed and rest of peoples answer is negative.

Extremely disagreed

Extremely Agreed

Agreed

Highly disagreed

No Comments

20%

25

20

13%

12%

13

12

0%

0%

Q.6. What is your perception about the maintenance cost of Hyundai cars? Table No.6: Showing Customers Perception about the Maintenance Cost of Hyundai : Particulars Number of Respondent Percentage Under Customer Strength Economical Trendy Safety Etc TOTAL 30 23 39 5 3 100 30% 23% 39% 5% 3% 100%

GRAPH No. 6: Showing Customers Perception about the Maintenance Cost of Hyundai :
100 90 80 70 60 50 40 30 20 10 0 100.00% 90.00% 80.00% 70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00%

39%

39

Trendy

Economical

Under Customer Strength

Number of Respondent Percentage

Interpretation: Here 30% customers says maintenance cost is under customer strength, 23% says it is economical, 39% says trendy, rest of customers says safety and others.

Safety

Etc

30%

30

23%

23 5% 3% 5 3

Q.7. Which feature of Hyundai cars attract you more? Table No.7:Showing which feature attract more customer: Particulars Number of Respondent 30 Luxurity 20 Price 20 Safety 16 Style & Trend 14 Etc GRAPH No.7: Showing which feature attract more customer:
100 90 80 70 60 50 40 30 20 10 0 100.00% 90.00% 80.00% 70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00%

Percentage 30% 20% 20% 16% 14%

Luxurity

Safety

Number of Respondent Percentage

Interpretation: 30% people like Hyundai cars due to luxurity, 20% due to price, 20% due to safety and rest due to style & trend and rest of others.

Style & Trend

Price

Etc

30%

30

20%

20%

16%

14%

20

20

16

14

Q.8. For passenger segment, which is the highly considerable competitor for Hyundai Motors? Table No. 8: Showing who highly considerable competition with Hyundai: Competitors Maruti Honda Tata Skoda Chevrolet Ford Toyota M&M Total Number of Respondent 45 10 14 08 12 7 1 3 100 Percentage 45% 10% 14% 8% 12% 7% 1% 3% 100%

GRAPH No.8: Showing who highly considerable competition with Hyundai:

100 90 80 70 60 50 40 30 20 10 0 100.00% 90.00% 80.00% 70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00%

Chevrolet

Maruti

Skoda

Tata

Honda

Number of Respondent Percentage

Interpretation: Most of publics perception about competition was, Maruti is the big competitor of Hyundai, rest of companies has little competition due to the model of cars, Hyundai is only passenger car manufacturer this is the reason.

Ford

45%

45 14% 12% 10% 14

12

8%

10

7%

Q.9. In term of new designs of car, what is the status of Hyundai motors? Table No.9: Showing the performance of new car design: Particulars Number of Respondent 17 Excellent 47 Better 21 Good 2 No Comments 3 Poor 7 Worst 3 Poorest GRAPH No.9:Showing the performance of new car design:
100 90 80 70 60 50 40 30 20 10 0 100.00% 90.00% 80.00% 70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00%

Percentage 17% 47% 21% 2% 3% 7% 3%

47%

47 21%

Good

Excellent

Better

Worst

Poor

Number of Respondent Percentage

Interpretation: Above graph showing the performance of Hyundais new car design. 17% public says its new models are excellent performance, 47% says better and 21% says good performance rest of says not good or poor performance.

No Comments

Poorest

17%

21

17

7%

3%

3%

2%

Q.10. How would you rate Hyundai Motors on the following parameter? Table No.10: Rating of Shivansh Hyundai : Strongly Disagree No Disagree Comments Knowledgeable Sales Person 0 1 0 Employees spent enough time 0 0 0 with you Before Sales Employees spent enough time 0 2 0 with you During Sales Employees spent enough time 3 0 3 with you After sales Display of Merchandise is 1 1 2 attractive Availability of the product 3 0 0 Variety/Selection of merchandise 0 0 0 Vehicles in good condition 0 0 0 Prices are affordable 2 1 0 Particular Attractive discounts offered Dcor of the waiting area is pleasing Offered a test drive Post sales follow ups are done regularly Responds to complaints quickly Service at Hyundai service station is excellent Careful with personal information All the commitments are fulfilled Value for money TOTAL 0 3 0 0 0 0 0 0 0 12 0 0 0 2 1 0 0 3 0 10 0 0 0 1 2 2 0 1 0 11

Agree 3 3 1 1 2 3 0 2 3 5 2 3 2 2 3 0 2 1 38

Strongly Agree 0 1 1 1 0 2 0 1 3 3 1 2 1 1 3 0 5 4 29

GRAPH No. 10 Rating of Shivansh Hyundai :

Sales
Strongely Disagree Disagrere No Comments 12% 29% 38% 10% Agree Strongly Agree

11%

Interpretation: The ratings that 29% of strongly agree and 10% disagree , 12% say strongly disagree and 11%dont have comments, 32% agree to the ratings.

Q.11. Are you aware of the following facilities provided by Hyundai motors? Table No.11: Showing the awareness about Facilities of Shivansh Hyundai: PARTICULARS YES NO 10 2 Hyundai Insurance 9 12 Extended Warranty 4 0 True Value 6 6 Hyundai Finance 14 12 Autocard 16 9 Genuine Accessories

GRAPH No. 11

NO 41% YES 59%

Interpretation: The figure showing only 59% people are know about the offers and facilities of the Shivansh Hyundai, rest of them dont know.

FINDINGS FROM SURVEY

According to the survey the customers who are already the customer of Hyundai cars are satisfied with the service of Shivansh Hyundai, and the public who are planning to purchase a new car should go for Hyundai because the cars in Hyundai is economical in price, luxurious in look, comfortable, and trendy in design. These features also attract our young age group due to the new design, trendy look and style. The following are the findings I point out from my study: 1. Customers are always demanding, but they dont have to loose their patients, because customer is the God for us. If they are creating problems, then also we have to clear all matters with smile and patients. Make them understand fully that what are the problems and available solutions for that problem. 2. They are not here to provide comparisons. They have to provide test drive to those customers only which seem to be the competent customers. 3. They have to make their customers understand about their own need and available options to satisfy their needs. Customers should be known that money discount is not as important as their personal satisfaction. 4. They have to integrate the operations of our all departments, so that each and every department can help in operation of every department and understand other departments work. 5. Each and every employee should be having working knowledge of each and every department, hence job rotation is better option for this. 6. The management has to understand personal needs of the sales and marketing people, hence weekly get to gather with top management should be there about technical and personal problems for the employees where everyone would be free to express his/her thoughts. 7. When they should be having first meeting with customer, initially they have to make them understand about financial conditions for available banking and non banking companies. Then after they have to give them plan for financial.

8. They should be having one printed information about all formalities for the finance and it should be given to the customer so that it would be helpful to the customer while summing up documents for finance. 9. The customers who are having discontinued banking operations they should be given support by making alliance with related banks, so that it would be easy for the customers to get loan. 10. Executives may have to check that all documents they are sending to the department. 11. All relevant information should be same for all sections and absolute. 12. First of all, they have to provide one more employee to the exchange department. Hence, when Mr. R.K. Singh(corporate and exchange dept) would not be free then he can manage the deal.
13. Customers will not understand the technicality and market conditions hence we have to

make them understand that what they are getting that would be the best in the condition.

SUGGESTIONS:

Aggressive Ad Campaign: Shivansh Hyundai should put a few hoardings in different areas in mandi(gutkar) and also advertise effectively in local cable channel. Educating the customners: Shivansh Hyundai should educate the customers about the maintenance of the vehicle. Attractive schemes: Give few attractive schemes at the time of after sales services. Like giving quick service and charging them reasonably. Personal touch with the customers: Asking the customers to come regularly for servicing even after the warranty period.

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 modern technology in their bikes, they have a good market share in India, many of Automobile companies like Maruti Suzuki, Tata Motors, M&M, Fiat, Ford, etc are also giving large competition. Concluding the performance of the company related to four wheeler sector in India, getting their market share and growth and what are services they are providing after sales. Hyundai Motors has managed to put in spectacular performance going from strength despite increase in competition; the company's sales have witnessed an uptrend, registering an average growth of 42% in the three years under review. Hyundai Motors has managed to achieve this because its strong brand image and proven product quality underpinned the performance growth in recent years. Apart from the strong brand "Santro" the company's performance across the spectrum of the Passenger car market helped it exploit the growing demand for 5-stroke Cars.

Bi bl i o g ra p h y

Google,Wikipedia,www.hyundai.com/in/en/main/

Quertionnaire
Q.1. Why should you opt a four wheeler?

Need Comfort Status Stylish

Yes No

( ) ( )

Q.2. HOW YOU AWARE ABOUT HYUNDAI CARS? TV Ads Existing customers Magazines Friends Internet

YES No

( ) ( )

Q.3. What is your perception about Hyundai motors?

BEST GOOD ORDINARY NO COMMENT POOR WORST POOREST

Yes No

( ) ( )

Q.4. What is the standard of cars in Hyundai Motors? Particular Excellent Better Good No Comments Poor Worst Poorest

YES No

( ) ( )

Q.5.: On the basis of price and feature comparison, is Hyundai Motors economical? Extremely Agreed Highly agreed Agreed No Comments Disagreed Highly disagreed Extremely disagreed

Yes No

( ) ( )

Q.6. What is your perception about the maintenance cost of Hyundai cars?

Under Customer Strength Economical Trendy Safety Etc Yes No ( ) ( )

Q.7. Which feature of Hyundai cars attract you more? Luxurity Price Safety Style & Trend Etc

Yes No

( ) ( )

Q.8. For passenger segment, which is the highly considerable competitor for Hyundai Motors? Maruti Honda Tata Skoda Chevrolet Ford Toyota M&M

Yes No

( ) ( )

Q.9. In term of new designs of car, what is the status of Hyundai motors? Excellent Better Good No Comments Poor Worst Poorest Yes No

( ) ( )

Q.10. How would you rate Hyundai Motors on the following parameter?

Q.11. Are you aware of the following facilities provided by Hyundai motors?

Hyundai Insurance Extended Warranty True Value Hyundai Finance Autocard Genuine Accessories Yes ( ) NO ( )