consumer perception and loyalty hyundai

8/17/2019 Consumer Perception and loyalty Hyundai

1/65

NARAYAN HYUNDAI

EXECUTIVE SUMMARRY

Title: “Consumer perception and loyalty about Narayan Hyundai”

Automobile industry in India is an emerging sector and has a potential to improve it. The key players

have framed the strategies to tap the sector as per their features of the automotives. The increasing

!" and economical resources have boost up during the last decade #hich has increased purchasing

po#er of the Indian peoples. The car segment in India has emerged as one of the promising sector and

has sho#n gro#th trends in tremendous sales.

Objectives:

To kno# the consumer perception about Narayan Hyundai.

To kno# the factors influenced to buy from Narayan Hyundai.

To kno# the consumer loyalty to#ards Narayan Hyundai measured in terms of references to

others to buy car from the Narayan Hyundai and also the #ord of mouth. To ascertain #hether the Narayan cars met the consumer re$uirements.

1

LE’S IMSR HUBLI


2/65

NARAYAN HYUNDAI

Research design%

&ince the study is on consumer perception first the detail study of the dealer is been

conducted about its 'anagement team its organi(ational structure the number of departments #hich

all cars does the dealer has.

&ampling 'ethod%

The sampling method adopted is convenience sampling method.

Sampling:-

&ample si(e % )** respondents

&ampling 'ethod % +andom Convenience sampling

&ample "lan % "ersonal Intervie# through $uestionnaire

&ample ,nit % +espondents -ho have purchased car from Narayan Hyundai

!ata Collection 'ethods%

Primary data: The !ata collected for a specific purpose for the first time is riginal kno#n as

"rimary !ata. The primary data is collected through $uestionnaire.

)/ 0uestionnaire 'ethod

The 0uestionnaire method is a po#erful tool to collect the information a

structured 0uestionnaire involves in asking the $uestions in a prearranged order. This research

contained a $uestionnaire that had structured 1prearranged order/2 close ended 1limited ans#er can be

given/ .

2

LE’S IMSR HUBLI


3/65

NARAYAN HYUNDAI

Secndary data:

The data that is collected from the published sources i.e. not originally collected for the first

time is called secondary data. !uring the research the secondary data #as collected from Company

#ebsite2 Customer data base2 Company report2 publications.

Reprt research !indings%

This phase #ill mark the conclusion to the research effort. The report #ith the research finding is a

formal #ritten document. The research findings and personal e3perience #ill be used to propose

recommendation and prepare dummy.

"URATI#$ #% T&E PR#'ECT: 4 'NTH&

%I$"I$(S:

)/ It is found that Consumer perception is lo# #hen it comes to car delivery time i.e. nly 56 of the

consumers are satisfied.

4/ The product information given by the Narayan Hyundai leads to 7*6 satisfaction.

8/ The order process documentation leads to 9*6 dissatisfaction.

9/ The Consumer perception about Narayan Hyundai holds good i.e. it leads the satisfaction level of

:*6 #hen it comes to understanding the consumer re$uirements.

5/ The consumer perception holds lo# i.e. only 9;6 satisfied #hen it comes to after sales service.

7/ It is found that consumer reference is very lo# I. e only 5*6 of the consumers #ould like to refer

the friends and relatives to purchase Hyundai car at Narayan Hyundai.

:/ The overall performance of service < facilities obtained from Narayan Hyundai by the consumers

leads to then satisfaction level of 796.

=/ The only 9=6 of the consumers #ould like to visit the Narayan Hyundai again if purchase another

Hyundai car in the future.

3

LE’S IMSR HUBLI


4/65

NARAYAN HYUNDAI

SU((ESTI#$S

)/ &ome of the customers have complained about the slack in the delivery process and timings.

Therefore2 this is the area #hich I recommend to the sho#room to focus a little bit more. It needs to

improve its delivery process and time. Need to become little $uick and fast.

4/I #ould propose that Narayan Hyundai to focus on the product information as the 8*6 of the

consumers dissatisfied and )*6 of the consumers are neither satisfied nor satisfied so it must train

employs about the product information.

8/ I feel that order documentation process should be simplified or the consumer must be educated

about order process documentation.

9/ >ven though the understanding the consumer re$uirements leads to the :*6 the satisfaction level. It

is advisable that to train it employees on regular basis as the )*6 are dissatisfied2 4*6 neither

satisfied nor dissatisfied.

5/ I #ould advice that Narayan Hyundai to focus on the after sales service.

7/ I #ould suggest that Narayan Hyundai focus on improving the consumer references in order to

increase the consumer loyalty.

:/ I #ould suggest improving overall performance of service < facilities As it leads to the )56

dissatisfaction level and 4)6 consumers are neither satisfied nor dissatisfied.

=/I feel that Narayan Hyundai must look in terms of increasing the loyalty among the consumers sothat they can visit once again to sho#room if they #ould like to buy another Hyundai car in the future.

4

LE’S IMSR HUBLI


5/65

NARAYAN HYUNDAI

C#$C)USI#$

In the end I #ould like to conclude that it #as great e3perience in carrying out the pro?ect on

the topic “consumer perception and loyalty about the Narayan Hyundai “.The topic is chosen

#ith an intension to kno# the consumer perception about the sho#room i.e. Narayan Hyundai

after they purchase car. -hich helps the organi(ation to overcome the dra#backs and to

improve the factors that found not be good for the business. The survey is conducted on )**

respondents #ho have purchased car in the Narayan Hyundai2 the factors considered such as

understanding consumer re$uirements2 car delivery time2 loan procedure order process

documentation2 references to relatives by the respondent about the Narayan Hyundai etc.

The consumer perception is lo# #hen it comes to the factors such as the order process

documentation2 after sales service etc2 The consumer perception holds good #hen it comes to

loan procedure 2understanding consumer re$uirements etc The many of the consumers neither

satisfied or dissatisfied so the organi(ation must look it #ork on those factor in order to

improve the satisfaction level and also it must #ork on the factors #hich is leading to

dissatisfaction level.

5

LE’S IMSR HUBLI


6/65

NARAYAN HYUNDAI

C&APTER I

I$"USTRY #VERVIE*

6

LE’S IMSR HUBLI


7/65

NARAYAN HYUNDAI

A+tm,ile Ind+stry Intrd+ctin

In the year ):7;2 a @rench engineer by the name of Nicolas . Cugnot invented the first

automobile to run on roads. This automobile2 in fact2 #as a selfBpo#ered2 threeB#heeled2 military

tractor that made the use of a steam engine. The range of the automobile2 ho#ever2 #as very brief and

at the most2 it could only run at a stretch for fifteen minutes. In addition2 these automobiles #ere not fit

for the roads as the steam engines made them very heavy and large2

A &cotsman2 +obert Anderson2 #as the first to invent an electric carriage bet#een )=84 and

)=8;. Ho#ever2 Thomas !avenport of the ,.&.A. and &cotsman +obert !avidson #ere amongst the

first to invent more applicable automobiles2 making use of nonBrechargeable electric batteries in )=94.

!evelopment of roads made travelling comfortable and as a result.

The Automobile Industry finally came of age #ith Henry @ord in );)9 for the bulk production of cars.

This lead to the development of the industry and it first begun in the assembly lines of his car factory.

The several methods adopted by @ord2 made the ne# invention 1that is2 the car/ popular amongst the

rich as #ell as the masses.

According the History of Automobile Industry ,&2 dominated the automobile markets around the

globe #ith no notable competitors. Ho#ever2 after the end of the &econd -orld -ar in );952 the

Automobile Industry of other technologically advanced nations such as apan and certain >uropean

nations gained momentum and #ithin a very short period2 beginning in the early );=*s2 the ,.&

Automobile Industry #as flooded #ith foreign automobile companies2 especially those of apan and

ermany.

The current trends of the lobal Automobile Industry reveal that in the developed countries the

Automobile Industries are stagnating as a result of the drooping car markets2 #hereas the Automobile

Industry in the developing nations2 such as2 India and ra(il2 have been consistently registering higher.

7

LE’S IMSR HUBLI


8/65

NARAYAN HYUNDAI

Automobile industry in India is an emerging sector and has a potential to improve it.

The key players have framed the strategies to tap the sector as per their features of the automotives.The increasing !" and economical resources have boost up during the last decade #hich has

increased purchasing po#er of the Indian peoples. The car segment in India has emerged as one of the

promising sector and has sho#n gro#th trends in tremendous sales. Tata Motors has emerged as key

player in Indian automobile industry and its share in Commercial Dehicles has 78.;962 "assenger

Dehicles )7.956. Tata 'otors Eimited is IndiaFs largest automobile company2 #ith consolidated

revenues of ,&! )9 billion in 4**=B*;. It is the leader in commercial vehicles and among the top three

in passenger vehicles. 'aruti &u(uki India Eimited2 a subsidiary of &u(uki 'otor Corporation of

apan2 one of the IndiaGs largest passenger car companies has grabbed a share for over 956 of the

domestic car market. ther key players in automobile segment of India have contributed significantly

and their e3istence in market has made others players to act actively in India.

!espite economic slo#do#n2 the Indian automobile sector has sho#n high gro#th. The

passenger vehicle market2 #hich constitutes around =*6 of automobile sales2 has immense gro#th

potential as passenger car stock stood at around )) per )2*** people in 4**=. Anticipating the future

market potential2 the production of passenger vehicle is forecasted to gro# at a CA+ 1 Compound

Annual Growth Rate) of around )*6 from 4**;B)* to 4*)4B)8.

!espite economic slo#do#n2 the Indian automobile sector has sho#n high gro#th. The

passenger vehicle market2 #hich constitutes around =*6 of automobile sales2 has immense gro#th

potential as passenger car stock stood at around )) per )2*** people in 4**=. Anticipating the future

market potential2 the production of passenger vehicle is forecasted to gro# at a CA+ 1 Compound

Annual Growth Rate) of around )*6 from 4**;B)* to 4*)4B)8.

!eBlicensing in );;) has put the Indian automobile industry on a ne# gro#th track2

attracting foreign auto giants to set up their production facilities in the country to take advantage of

various benefits it offers. This took the Indian automobile production from 5.8 'illion ,nits in 4**)B

*4 to )*.= 'illion ,nits in 4**:B*=. The other reasons attracting global auto manufacturers to India

are the countryFs large middle class population2 gro#ing earning po#er2 strong technological

capability and availability of trained manpo#er at competitive prices. The Indian automotive industry

8

LE’S IMSR HUBLI


9/65

NARAYAN HYUNDAI

provided direct employment to more than 8**2*** people2 e3ported auto component #orth around

,& 4.=: illion2 and contributed 56 to the !". !ue to this large contribution of the industry in the

national economy2 the Indian government lifted the re$uirement of forging ?oint ventures for foreign

companies2 #hich attracted global to the Indian market to establish their plants2 resulting in heightenedautomobile production. The Indian automobile market is currently dominated by t#oB#heeler segment

but in future2 the demand for passenger cars and commercial vehicles #ill increase #ith industrial

development. Also2 as India has lo# vehicle presence it possesses substantial potential for gro#th.

9

LE’S IMSR HUBLI


10/65

NARAYAN HYUNDAI

El+tin ! the Indian A+tmtie Ind+stry

Reie.:

>very ma?or shift in policies made by the Indian government2 the automotive industryhas come out stronger and better. -hile the shift in policies seems to have mostly been brought by

chance events2 the Indian government has at least to be credited for making the right decisions and

implementing them correctly. It is parado3ical that the Indian middle class2 the most attractive feature

for foreign investment in the liberali(ation phase2 #as an outcome of the statist ideologies in the

regulatory phase. The product innovations of domestic firms like Tata 'otors and a?a? Auto today are

the fruits of indigeni(ation and protection policies of the regulatory phases. uyer decision processes

are the decision making processes undertaken by consumers in regard to a potential market transaction

before2 during2 and after the purchase of a product or service. Consumers have to make different kinds

of decisions everyday according to their different needs. &ome of the decisions are playing critical

roles in consumersF daily life2 for e3ample2 purchasing a ne# home or purchasing a car2 #hereas

sometimes the decisions are made on a virtually automatic basis.

10

LE’S IMSR HUBLI


11/65

NARAYAN HYUNDAI

Indian A+tm,ile Mar/et Scenari:

!eBlicensing in );;) put the Indian automobile industry on a ne# gro#th tra?ectory2

#hich attracted foreign auto giants to set up their production facilities in the country to take advantage

of the various benefits it offers. Earge middle class population2 gro#ing earning po#er and strong

technological capability have been boosting automobile demand for the past fe# years. !espite

economic slo#do#n2 the Indian automobile sector has recorded phenomenal gro#th2 especially in

passenger cars segment. The passenger vehicle market2 #hich constitutes around =*6 of automobile

sales2 has immense gro#th potential. Anticipating the future market potential2 the production of

passenger vehicle is forecasted to gro# around )*6 till 4*)4B)8. Tata Nano has brought about a ne#

revolution in the countryFs small car segment. &eeing the good initial response from consumers2 many

other players in the industry are chalking out their plans to launch cars in this segment in the ne3t fe#years. A CA+ 1Compound Annual Growth Rate) analysis sho#s gro#th of around )9.56 in domestic

volume sales of passenger vehicles during the coming years. ther segments2 such as t#oB#heelers2

multiBpurpose vehicle and light commercial vehicle2 are also e3pected to #itness fast gro#th in

coming years.

>ach section concisely e3plains the current and future market trends2 and developments

in the Indian automobile market. There are immense opportunities for various industry players

including automobile manufacturers and players of automobile components.

According to ne# research report “Indian "assenger Car 'arket Analysis”2 the

passenger car market2 #hich constitutes around :=.56 of passenger vehicle sales 1in @ 4*)*/2 has

immense gro#th potential as passenger car stock stood at around )).7 per )2*** people in 4**;.

+eali(ing booming passenger car demand in the country2 many domestic and foreign automobile

giants are formulating capacity e3pansion strategies2 and billions of dollar #orth of investments is

already in pipeline. Considering huge market potential2 production of passenger cars is pro?ected to

gro# at a CA+ 1Compound Annual Growth Rate) of around ))6 bet#een 4*)*B)) and 4*)8B)9.

11

LE’S IMSR HUBLI


12/65

NARAYAN HYUNDAI

12

LE’S IMSR HUBLI


13/65

NARAYAN HYUNDAI

Mar/et Share ! Passenger Vehicles Ind+stry:

Percentage Mar/et Share ! Passenger Vehicles

The increasing scenario of passenger car segment has sho#n positive effect on the sales

of the segment because of the tourist industry gro#th. "assenger car production in India is pro?ected to

cross three million units in 4*)9B)5. &ales of passenger cars during the period 4*)5B)7 are e3pected to

gro# around )*6. >3port of passenger cars is anticipated to raise more than the domestic sales 4*)5B

)7."assanger car segment is dominated by the share of 'aruti &u(uki India and it has recorded a

percentage of 97 percent2 second position has grabbed by the Tata Motors #hich has a share of )7.95

percent. Third position is of Hyundai 'otors of India. The rest of the companies have not recorded a

significant sales increase during the period and their sales are less than )* percent.

Tata motors is the local manufacture of the vehicles but still the sales has not increased

because of it after sales services and the $uality of the cars they produce. ther car manufacturer have

not sho#n significant impact on customers because they are lacking some#here in attracting

customers2 hence they have to have a strategy to attract customers and make some impact on the minds

of the customers.

13

LE’S IMSR HUBLI


14/65

NARAYAN HYUNDAI

In terms of Car dealer net#orks and authori(ed service stations2 'aruti leads the pack #ith !ealer

net#orks and #orkshops across the country. The other leading automobile manufacturers are also

trying to cope up and are opening their service stations and dealer #orkshops in all the metros and

ma?or cities of the country. !ealers offer varying kind of discount of finances #ho in turn pass it on tothe customers in the form of reduced interest rates.

Ma0r Man+!act+rers in A+tm,ile Ind+stry

• 'aruti ,dyog Etd.

• eneral 'otors India

• @ord India Etd.

• >icher 'otors

• a?a? Auto

• !ae#oo 'otors India

• Hero 'otors

• Hindustan 'otors

• Hyundai 'otor India Etd.

• +oyal >nfield 'otors

• Telco

• TD& 'otors

• !C !esigns

• ara? 'a(da Etd

14

LE’S IMSR HUBLI


15/65

CAR DEMAND

ation between the demand for cars and ECONOMIC GROWTH.

LS is li!el to increase and change the str"ct"re of demand#

l for gaining mar!et share& es%eciall in the small car segment#-(A$/ is a key determinant ! demand as mst "ars #ar$nd %&'( )$r"*ased in India are +

A mat"re USED CAR MAR,ET wo"ld& on one hand& enco"rage cons"mers to trade in their cars faster& a

The $entral overnments AUTO POLICY on ecise and c"stoms is an im%ortant as%ect a

nd for cars& increase in the n"mber of %eo%le crossing the income threshold& and CHANGING CONSUME

NARAYAN HYUNDAI

(ernment has li,erali1ed the nrms !r !reign inestment and imprt ! technlgy and that

appears t hae ,ene!ited the a+tm,ile sectr2 The production of total vehicles increased from 9.4

million in );;=B ;; to :.8 million in 4**8B*9. The industry has adopted the global standards and this

#as manifested in the increasing e3ports of the sector. After a temporary slump during );;=B ;; and);;;B**2 such e3ports registered robust gro#th rates of #ell over 5* per cent in 4**4B*8 and 4**8B*9

each to e3ceed t#o andB aBhalf times the e3port figure for 4**)B*4.

3ey "emand "riers

Traditionally2 disposable income #as perceived as the key factor driving passenger car demand. ut

over time2 other factors that are kno#n to have an impact on demand have emerged. These include the

need for greater mobility2 nonB availability of public transport services2 availability of cheap finance2

development of the usedBcar market2 introduction of ne# technologically superior models2 increasing

levels of urbani(ation and changing consumer profiles.

15

LE’S IMSR HUBLI


16/65

NARAYAN HYUNDAI

PASSE$(ER CAR I$"USTRY I$ I$"IA: &I(&)I(&TS

• "assenger car sales are e3pected to increase at a compound annual gro#th rate 1CA+/ of =6 over

the period @4**7B4**:. The si3 broad segments in the car market today areB 'ini2 Compact2

'idrange2 >3ecutive2 "remium and Eu3ury. In the medium term2 gro#th in the Indian passenger

car industry is e3pected to be led largely by the Compact and 'idBrange &egments.

• The critical success factor has changed from price to price value.

• In terms of engine capacity2 the Indian passenger car market is moving to#ards cars of highest

capacity.

• -ith the launch of ne# models from @4**: on#ards2 the market for ',Ds has been redefined in

India2 especially at the upper end. Currently2 the higherBend ',Ds2 commonly kno#n as &ports

,tility Dehicles 1&,Ds/2 occupy a niche in the urban market. -ith the success of &,Ds2 the line of

distinction bet#een passenger cars and ',Ds in the Indian market is getting increasingly blurred.

• !omestic car manufacturers are no# venturing into areas such as car financing2 leasing2 and fleet

management2 and usedBcar reconditioning Jsales2 to complement their mainstayBbusiness of selling

ne# cars.

16

LE’S IMSR HUBLI


17/65

NARAYAN HYUNDAI

3ey Players Per!rmance:

Hyundai Motor India:

'arket &hare% "assenger Dehicles )9.)56. Hyundai 'otor India Eimited is a #holly

o#ned subsidiary of #orldFs fifth largest automobile company2 Hyundai 'otor Company2 &outh

Korea2 and is the largest passenger car e3porter. Hyundai 'otor presently markets 9; variants of

passenger cars across segments. These includes the &antro in the segment2 the i)*2 the premium

hatchback i4* in the L segment2 the Accent and the Derna in the C segment2 the &onata Transform in

the > segment.

Hyundai 'otor2 continuing its tradition of being the fastest gro#ing passenger car

manufacturer2 registered total sales of 55;2==* vehicles in the year 4**;2 an increase of )9.96 over

4**=. In the domestic market it clocked a gro#th of )=.)6 as compared to 4**= #ith 4=;2=78 units2

#hile overseas sales gre# by )*.:62 #ith e3port of 4:*2*): units. Hyundai 'otor currently e3ports

cars to more than ))* countries across >uropean ,nion2 Africa2 'iddle >ast2 Eatin America and Asia.

It has been the number one e3porter of passenger car of the country for the si3th year in a ro#.

In a little over a decade since Hyundai has been present in India2 it has become the

leading e3porter of passenger cars #ith a market share of 776 of the total e3ports of passenger cars

from India2 making it a significant contributor to the Indian automobile industry. In 4**;2 in spite of a

global slo#do#n2 Hyundai 'otor IndiaFs e3ports gre# by )*.:6. In 4*)* Hyundai plans to add )*

ne# markets #ith Australia being the latest entrant to the list. The first shipment to Australia is of 5**

units of the i4* and the total i4* e3ports to Australia are e3pected to be in the region of )52*** per annum.

17

LE’S IMSR HUBLI


18/65

NARAYAN HYUNDAI

Tata Motors:

'arket &hare% Commercial Dehicles 78.;962 "assenger Dehicles )7.956. Tata 'otors

Eimited is IndiaFs largest automobile company2 #ith consolidated revenues of ,&! )9 billion in 4**=B

*;. It is the leader in commercial vehicles and among the top three in passenger vehicles. Tata 'otors

has #inning products in the compact2 midsi(e car and utility vehicle segments. The company is the

#orldGs fourth largest truck manufacturer2 and the #orldGs second largest bus manufacturer #ith over

492*** employees. &ince first rolled out in );592 Tata 'otors as has produced and sold over 9 million

vehicles in India.

Tata 'otors is the first company from IndiaGs engineering sector to be listed in the Ne#

ork &tock >3change 1&eptember 4**9/2 has also emerged as an international automobile company.

Through subsidiaries and associate companies2 Tata 'otors has operations in the ,nited Kingdom2

&outh Korea2 Thailand and &pain. Among them is aguar Eand +over2 a business comprising the t#o

ritish brands #hich #as ac$uired in 4**=. In 4**92 it ac$uired the !ae#oo Commercial DehiclesCompany2 &outh KoreaGs second largest truck maker. The rechristened Tata !ae#oo Commercial

Dehicles Company has launched several ne# products in the Korean market2 #hile also e3porting

these products to several international markets. Today t#oBthirds of heavy commercial vehicle e3ports

out of &outh Korea are from Tata !ae#oo. In 4**52 Tata 'otors ac$uired a 4)6 stake in Hispano

Carrocera2 a reputed &panish bus and coach manufacturer2 and subse$uently the remaining stake in

4**;.

In 4**72 Tata 'otors formed a ?oint venture #ith the ra(ilBbased 'arcopolo2 a global

leader in bodyBbuilding for buses and coaches to manufacture fullyBbuilt buses and coaches for India

18

LE’S IMSR HUBLI


19/65

NARAYAN HYUNDAI

and select international markets. In 4**72 Tata 'otors entered into ?oint venture #ith Thonburi

Automotive Assembly "lant Company of Thailand to manufacture and market the companyGs pickup

vehicles in Thailand. The ne# plant of Tata 'otors 1Thailand/ has begun production of the Menon

pickup truck2 #ith the Menon having been launched in Thailand in 4**=. Tata 'otors is alsoe3panding its international footprint by franchises and ?oint ventures assembly operations in Kenya2

angladesh2 ,kraine2 +ussia2 &enegal and &outh Africa. -ith over 82*** engineers and scientists2 the

companyGs >ngineering +esearch Centre2 established in );772 has enabled pioneering technologies and

products. The company today has +

956 of the domestic car market. The company offers a complete range of cars from entry level

'arutiB=** and Alto2 to stylish hatchback +it(2 A star2 ift2 -agonB+2 >stillo and sedans !ire2 &M9

and &ports ,tility vehicle rand Ditara.

&ince inception in );=82 'aruti &u(uki India has produced and sold over :.5 million

vehicles in India and e3ported over 5**2*** units to >urope and other countries. The companyFs

revenue for the fiscal 4**=B4**; stood over ,&! 9 billion and "rofits After Ta3 at over ,&! 498

million.

19

LE’S IMSR HUBLI


20/65

NARAYAN HYUNDAI

Mahindra & Mahindra:

'arket &hare% Commercial Dehicles )*.*)62 "assenger Dehicles 7.5*62 Three

-heelers ).8)6 'ahindra < 'ahindra is mainly engaged in the 'ulti ,tility Dehicle and Three

-heeler segments directly. The company competes in the Eight Commercial Dehicle segment through

its ?oint venture subsidiary 'ahindra Navistar Automotives Eimited and in the passenger car segment

through another ?oint venture subsidiary 'ahindra +enault. In the year 4**;2 on the domestic sales

front2 the Company along #ith its subsidiaries sold a total of 44*24)8 vehicles 1including 992588 three

#heelers2 =27*8 Eight Commercial Dehicles through 'ahindra Navistar Automotives and )82948 cars

through 'ahindra +enault/2 recording a gro#th of *.76 over the previous year.

The companyFs domestic 'ulti ,tility Dehicle sales volumes increased by 8.862 as

against a decline of :.96 for industry 'ulti ,tility Dehicle sales. A record number of )582758 'ulti

,tility Dehicles #ere sold in the domestic market in 4**; compared to )9=2:7) ',Ds in the previous

year. Hence2 'ahindra < 'ahindra further strengthened its domination of the domestic 'ulti ,tility

Dehicle subBsegment during the year2 increasing its market share to 5:.46 over the previous yearFs

market share of 5).86. 'ahindra < 'ahindra is e3panding its footprint in the overseas market. In

4**; the Mylo #as launched in &outh Africa. The company formed a ne# ?oint venture 'ahindra

Automotive Australia "ty. Eimited2 to focus on the Australian 'arket. (Source: Mahindra &

Mahindra Annual Report)

20

LE’S IMSR HUBLI


21/65

NARAYAN HYUNDAI

Toyota Motor Corporation

Toyota 'otor Corporation 1T'C/ is apanese multinational automaker head$uartered

in Toyota2 Aichi2 apan. In 4*)*2 Toyota employed 8**2:89 people #orld#ide2 and #as the second

largest automobile manufacturer in 4*)* by production. Toyota is the ninth largest company in the

#orld by revenue. In uly 4*)4 the company reported that it had manufactured its 4** millionth

vehicle.

The company #as founded by Kiichiro Toyoda in );8: as a spinoff from his

fatherGs company Toyota Industries to create automobiles. Three years earlier2 in );892 #hile still a

department of Toyota Industries2 it created its first product2 the Type A engine2 and2 in );872 its first

passenger car2 the Toyota AA. Toyota 'otor Corporation group companies are Toyota 1including

the &cion brand/2 Ee3us2 !aihatsu and Hino 'otors2 along #ith several OnonBautomotiveO

companies. T'C is part of the Toyota roup2 one of the largest conglomerates in the #orld.

Chevrolet

21

LE’S IMSR HUBLI


22/65

NARAYAN HYUNDAI

Chevrolet also kno#n as Chevy is an American brand of vehicle produced by eneral

'otors 1'/. Chevrolet #as founded by Eouis Chevrolet and ousted ' founder -illiam C.

!urant on November 82 );)) and later ac$uired by eneral 'otors in );)=. Chevrolet #as positioned

by Alfred &loan to sell a lineup of mainstream vehicles to directly compete against Henry

@ordGs 'odel T in the );4*s2 #ith OChevroletO or OChevyO being at times synonymous #ith '.

In North America2 Chevrolet sells and produces a #ide variety of automobiles2 from subcompact cars

to mediumBduty commercial trucks2 #hereas in >urope2 the brand name is used on automobiles

produced in Korea by eneral 'otors.

Eaunched by 'Gs India operations2 Chevrolet is among the more recent auto brands. ,ntil 4**82 '

IndiaPoriginally a ?oint venture #ith Hindustan 'otors/ sold the pel Corsa2 pel Astra and the pel

Dectra. Chevrolet officially began business in India on une 72 4**8. The Corsa and Astra #ere built at

a plant in Halol2 u?arat.

Chevrolet currently sells the Chevrolet Cru(e2 Chevrolet &park 2 Chevrolet ptra2 Chevrolet

Aveo2 Chevrolet Tavera2 Chevrolet Captiva2 Chevrolet C+D2 Chevrolet eat and Chevrolet Aveo ,B

DA. The Chevrolet @orester 2 a rebadged &ubaru2 #as imported directly from @u?i Heavy Industries in

apan until 4**5. The Cru(e and Tavera are built at the Halol plant. Chevrolet also is the sole >ngine

supplier for the @ormula +olon single seater series in India.

Volksa!en India "rivate #i$ited

Dolks#agen India "rivate Eimited is a subsidiary of Dolks#agen roup &ales India

"rivate Eimited that assembles2 manufactures and distributes Dolks#agen vehicles in India. It #as

established in 4**:.

22

LE’S IMSR HUBLI

http://en.wikipedia.org/wiki/Hindustan_Motorshttp://en.wikipedia.org/wiki/General_Motors_Corsa#Opel_Corsa_Bhttp://en.wikipedia.org/wiki/General_Motors_Corsa#Opel_Corsa_Bhttp://en.wikipedia.org/wiki/General_Motors_Astra#1991http://en.wikipedia.org/wiki/Opel_Vectra#Vectra_Bhttp://en.wikipedia.org/wiki/Opel_Vectra#Vectra_Bhttp://en.wikipedia.org/wiki/Opel_Vectra#Vectra_Bhttp://en.wikipedia.org/wiki/Halolhttp://en.wikipedia.org/wiki/Halolhttp://en.wikipedia.org/wiki/Chevrolet_Cruzehttp://en.wikipedia.org/wiki/Chevrolet_Sparkhttp://en.wikipedia.org/wiki/Chevrolet_Optrahttp://en.wikipedia.org/wiki/Chevrolet_Aveohttp://en.wikipedia.org/wiki/Chevrolet_Aveohttp://en.wikipedia.org/wiki/Chevrolet_Taverahttp://en.wikipedia.org/wiki/Chevrolet_Taverahttp://en.wikipedia.org/wiki/Chevrolet_Captivahttp://en.wikipedia.org/wiki/Daewoo_Lacettihttp://en.wikipedia.org/wiki/Daewoo_Lacettihttp://en.wikipedia.org/wiki/Chevrolet_Sparkhttp://en.wikipedia.org/wiki/Daewoo_Kaloshttp://en.wikipedia.org/wiki/Daewoo_Kaloshttp://en.wikipedia.org/wiki/Daewoo_Kaloshttp://en.wikipedia.org/wiki/Subaru_Foresterhttp://en.wikipedia.org/wiki/Subaruhttp://en.wikipedia.org/wiki/Subaruhttp://en.wikipedia.org/wiki/Fuji_Heavy_Industrieshttp://en.wikipedia.org/wiki/Fuji_Heavy_Industrieshttp://en.wikipedia.org/wiki/Formula_Rolonhttp://en.wikipedia.org/wiki/Formula_Rolonhttp://en.wikipedia.org/wiki/Hindustan_Motorshttp://en.wikipedia.org/wiki/General_Motors_Corsa#Opel_Corsa_Bhttp://en.wikipedia.org/wiki/General_Motors_Astra#1991http://en.wikipedia.org/wiki/Opel_Vectra#Vectra_Bhttp://en.wikipedia.org/wiki/Opel_Vectra#Vectra_Bhttp://en.wikipedia.org/wiki/Halolhttp://en.wikipedia.org/wiki/Chevrolet_Cruzehttp://en.wikipedia.org/wiki/Chevrolet_Sparkhttp://en.wikipedia.org/wiki/Chevrolet_Optrahttp://en.wikipedia.org/wiki/Chevrolet_Aveohttp://en.wikipedia.org/wiki/Chevrolet_Aveohttp://en.wikipedia.org/wiki/Chevrolet_Taverahttp://en.wikipedia.org/wiki/Chevrolet_Captivahttp://en.wikipedia.org/wiki/Daewoo_Lacettihttp://en.wikipedia.org/wiki/Chevrolet_Sparkhttp://en.wikipedia.org/wiki/Daewoo_Kaloshttp://en.wikipedia.org/wiki/Daewoo_Kaloshttp://en.wikipedia.org/wiki/Subaru_Foresterhttp://en.wikipedia.org/wiki/Subaruhttp://en.wikipedia.org/wiki/Fuji_Heavy_Industrieshttp://en.wikipedia.org/wiki/Formula_Rolon


23/65

NARAYAN HYUNDAI

In the year 4*)*2 DI"E recorded sales of 84274: vehicles against 82*8; vehicles sold

during the year 4**; and registered a sales gro#th of over )2***6. Volkswagen ndia !ri"ate

#imited currently has more than :* dealerships in 57 cities across )= states and 4 union territories of

India.

%ord India "rivate #i$ited

@ord India "rivate Eimited is a #holly o#ned subsidiary of the @ord 'otor

Company in India. @ord India "rivate EimitedGs head $uarters are located

in Chengalpattu2 Chennai2 Tamil Nadu. It currently is the 7th largest car maker in India after 'aruti

&u(uki Hyundai2 Tata2 'ahindra and Chevrolet.

The modern @ord India "rivate Eimited began production in );;72 although the roots

trace back to );*: #hen the 'odel A #as launched. Its manufacturing facilities are in 'araimalai

Nagar near Chennai. @ord India "rivate Eimited began production in );472 but #as shut do#n in );59

as the company #as in loss. "roduction began again #ith the ?oint venture 'ahindra @ord India

Eimited 1'@IE/ in ctober );;52 a 5*B5* venture #ith 'ahindra < 'ahindra Eimited. @ord 'otor

Company increased its interest to :46 in 'arch );;= and renamed the company @ord India "rivate

Eimited.

23

LE’S IMSR HUBLI


24/65

NARAYAN HYUNDAI

enault India "rivate #i$ited

+enault India "rivate Eimited is the Indian subsidiary of +enault &.A. of @rance2 #ith

its head$uarters in 'umbai. The company has production facilities in Chennai and Tamil Nadu.

In 4**52 +enault established a 5)%9; ?oint venture #ith 'ahindra < 'ahindra Eimited to

form 'ahindra +enault Eimited. In 'ay 4**:2 the ?ointBventure launched the +enault Eogan2

produced at a manufacturing plant in Nashik 2 'aharashtra. Initially2 the Eogan met #ith considerable

success but sales slipped #ith competition against ne#er models from 'aruti &u(uki2 Tata

'otorsand Toyota. The Eogan #as criticised for its bo3y looks and a#k#ard ergonomics. Although

built as a Right $and dri"e vehicle for the Indian market2 the EoganGs ergonomics #ere configured for

a #e%t $and dri"e vehicle.

In @ebruary 4*)*2 'ahindra and +enault announced the dissolution of their ?ointBventure2 #ith

'ahindra buying out +enaultGs shares. +enault agreed to provide support to '


25/65

NARAYAN HYUNDAI

'issan Motors India "rivate #i$ited

N'I"EGs manufacturing plant in Chennai can manufacture 4**2*** vehicles per

annum. The Chennai "lant has an additional 4**2*** vehicles per annum capacity e3clusively

for @rench car maker +enaultGs Indian arm +enault India "rivate Eimited. The plantGs combinedcapacity is 9**2*** vehicles per annum.

The plant in ragadam #ith an investment of 925** crore 1,&=)9.5 million/ covers

an area of 75* acres 14.7 km4/. It #ill manufacture the Nissan 'icra for

the Indian and >uropean market2 besides various other models for the Indian market.

25

LE’S IMSR HUBLI

http://en.wikipedia.org/wiki/Chennaihttp://en.wikipedia.org/wiki/Francehttp://en.wikipedia.org/wiki/Renaulthttp://en.wikipedia.org/wiki/Renaulthttp://en.wikipedia.org/wiki/Renault_India_Private_Limitedhttp://en.wikipedia.org/wiki/Oragadamhttp://en.wikipedia.org/wiki/Crorehttp://en.wikipedia.org/wiki/United_States_dollarhttp://en.wikipedia.org/wiki/Nissan_Micrahttp://en.wikipedia.org/wiki/Automobile_Industry_in_Indiahttp://en.wikipedia.org/wiki/Europehttp://en.wikipedia.org/wiki/Chennaihttp://en.wikipedia.org/wiki/Francehttp://en.wikipedia.org/wiki/Renaulthttp://en.wikipedia.org/wiki/Renault_India_Private_Limitedhttp://en.wikipedia.org/wiki/Oragadamhttp://en.wikipedia.org/wiki/Crorehttp://en.wikipedia.org/wiki/United_States_dollarhttp://en.wikipedia.org/wiki/Nissan_Micrahttp://en.wikipedia.org/wiki/Automobile_Industry_in_Indiahttp://en.wikipedia.org/wiki/Europe


26/65

NARAYAN HYUNDAI

26

LE’S IMSR HUBLI


27/65


28/65


29/65

NARAYAN HYUNDAI

H'IE has also been a#arded the benchmark I& )9**) certification for its sustainable environment

management practices.

The follo#ing table sho#s the H'IEFs cars and the various segments they belong to as in the Indian

market.

Idelgy and Enirnment at &y+ndai:

A management motto at Hyundai is “Customer first2 best in technology2 best in $uality and best value

for human beings”. Hyundai as a company is dedicated to create ne# value for its customers. Hyundai

'otor CompanyFs target is to care for the environment and devote attention to the future of our

children and their ability to inhabit a clean2 pollution managed #orld. Hyundai believes that they have

achieved the current status as a #orldBclass company by faithfully enforcing seven management

principles and creating an atmosphere #here by each and every member of the company is able to

#ork for the benefit of common future. As a result2 Hyundai motor company is committed to its social

responsibilities as it fulfills its mission #ith dedication and strength of purpose.

$E* MI)EST#$ES

(al ! &y+ndai 4 5T ,+ild the .rld6s ,est 7+ality cars2

The Indian passenger car market is a highly competitive market. Although its gro#th has been hi in

past several years2 profitability has been impacted because of rising costs2 change in e3cise policies

and intense price competition. -ith the developed countries like ,&A and ,K having 85* as an

average no of cars per thousand persons it is very lo# in India 15/. &o in future2 the arena of

competition is most likely to be shifted to developing countries like India and that too in a highly

competitive segment like B&egment.

29

LE’S IMSR HUBLI


30/65

NARAYAN HYUNDAI

-ith the opening of economy and rela3ing norms by government2 the market has started #itnessing

the entry of ne# global players like Toyota2 Honda and ' in the Indian market2 pointing to further

intensification of competition in future. -ith the consumer attaching higher value to the features and

economy in case of car buying2 the players are likely to focus more o product development 1toincorporate dvanced features in their designs/ and advertisements 1to set up their o#n positions in a

consumer mind/.

H'IE is emerging as a ma?or player in Indian passenger car market. Its products are &antro and

Accent are success stories in themselves. ut the buck does not stop here only. Its parent company

H'C is focusing upon H'IE as a base to integrate its production and + < ! facilities across Asia

"acific. @or that H'IE is planning to increase its present production capacity of 4.5 lakh cars per year

to 9 lakh cars per year by 4**:.

>3ports are also another front #hich is giving H'IE an intense opportunity to e3pand. @or the first si3

months of this fiscal H'IE has e3ported cars #orth +s. )2845 crores and targeting an overall e3port of

over +s. 42:** crores in this fiscal up from +s. )2:** crores in 4**7B*:.

H'IE has sold a total of 4872=:= vehicles in the Calendar ear 4**: so far2 achieving a gro#th of

4)6 over the anuaryBNovember sales in 4**:. -hile domestic sales in anuaryBNovember2 4**:2

#ere )9=25)5 B a gro#th of )7.76 over the previous year2 overseas sales during the period stood at

==2878 units B a gro#th of 4;6.

In November2 4**:2 H'I sold a total of 4)2:45 units B )92*)* vehicles in the domestic market and

:2:)5 cars in the overseas market.

ver the years2 H'IE has been focusing on effective brand building and consumer strategy. This has

contributed to#ards enhancing their bottom line. A significant contribution in this success is of the

advertisement strategy adopted by H'IE. It has changed its advertisements time and again. No#

H'IE has started a ne# initiative under #hich they have started their o#n in house advertising agency

kno#n by the name of Innocean #hich #ill handle its all promotions.

30

LE’S IMSR HUBLI


31/65

NARAYAN HYUNDAI

-ith the ne# initiatives2 H'IE is all set to achieve its ambitious gro#th of 8*6 in sales over last year.

Thus2 Hyundai motors India limited is all set to con$uer the Indian passenger car industry.

31

LE’S IMSR HUBLI


32/65

NARAYAN HYUNDAI

A*AR"S 8 REC#($ITI#$S

As one of the fastest gro#ing automobile companies in India2 Hyundai has many accomplishments to its

credit.

9+siness Standard - “&tar Company” A#ard to Hyundai 'otor India

'" P.er Asia Paci!ic

• Hyundai &antro has topped the '" P.er Asia Paci!ic Initial +ality St+dy ;ISAE study for

4**7 and 4**:.

9+siness Standard Mtring

• Hyundai et( is 9S Mtring=s =Car ! the Year= 4**:

• 9S Mtring 4 9S >??? 4 Cmpany ! the year 4**:Q Hyundai 'otor India Eimited

• Hyundai &antro is 9S Mtring=s =Car ! the Year= for );;;

C$9C

• Hyundai et( is the C$9C A+t car Car of the ear 4**:

• Hyundai >lantra Q 9est Val+e !r Mney Car of the ear 4**:

• Cmpany 4 A.ards 4 C$9C A+tcar India Q Hyundai has been the manufacturer of the year

for t#o years in ro#.

ICICI 9an/

• Hyundai 'otor India #as ad?udged the RCar 'aker of the yearF at the ICICI 9an/ 4

#erdrie a#ards 4**7

H'IE has also been a#arded the benchmark I& )9**) certification for its sustainable environment

management practices.

32

LE’S IMSR HUBLI


33/65


34/65

NARAYAN HYUNDAI

Narayan Hyundai is a dealer of cars of Hyundai motors. The business carried by Narayan

Hyundai is of dealership. It is an also an authori(ed service centre and it totally aims in selling

cars both passenger and &,D vehicles as per demand of customers.

C2 Visin@ Missin and +ality Plicy:

MISSI#$:

The mission of the Narayan Hyundai is committed to develop the firm as a big

competitor and service provider in the i?apur "assenger car market.

VISI#$:

The dealer announced OInnovation for CustomersO as our midQto longQterm vision #ith five

core strategies% global orientation2 respect for human values2 customer satisfaction2 technology

innovation2 and cultural creation. They desire to create an automobile culture of putting

customer first via developing humanQcentered and environmentQfriendly technological

innovation.

UA)ITY P#)ICY:

34

LE’S IMSR HUBLI


35/65

NARAYAN HYUNDAI

ased on a respect for human dignity2 it make efforts to meet the e3pectations of all

stakeholders including customers and business partners by building a constructive relationship

amongst management2 labor2 e3ecutives and employees. Also2 they focus on communicating

their corporate values both internally and e3ternally2 and gaining confidence from allstakeholders.

"2 Prd+cts Pr!ile:

M#"E) VARIA$T E-Sh.rm Price

SA$TR#

$n ABC ;S< @D@FG

$n ABC ;M< @H@F

() ;S< J@JG@H>

() ;M< J@J@GJ

()S ;S< J@@>D

()S;M< J@F@D

I->?

"-)ite ;S< J@J@HD

"-)ite ;M< J@G>@HFH

Era >2>) ;S< J@HJ@F>G

Era >2>) ;M< J@HD@D

Magna >2>) ;S< J@H@DJ

Magna >2>) ;M< J@>@>HG

Magna >2) 3appa ;S< J@@HG

Magna >2) 3appa ;M< G@?J@HF

Magna >2)-AT ;M< G@G@HG

Sprt1 ()S>2) ;S< G@H@?D>

Sprt1 ()S>2) ;M< G@J?@FGJ

Sprt1 ()S>2)-AT;M< G@H@DH

Asta ()S >2) ;S< G@F@HG

Asta ()S >2) ;M< G@@J>

35

LE’S IMSR HUBLI


36/65

NARAYAN HYUNDAI

(et1

()E >2> J@D@>

(VS >2> J@@>

(VS >2> ;>HF tyreK rear spiler< G@?@>

I-?

Magna >2) G@J@

Asta >2) F@DJ@

Magna "iesel >2G) ;A9S< D@J@F

Asta "iesel >2G) D@H@>

Accent

Eec+tie IMM F@?J@?>

()E F@G@DF

EC# F@JJ@??

Verna

>2D VTVT D@GD@?J

>2D SX VTVT H@?@J

>2F CR"i V(T H@D@?H?

>2F SX CR"i V(T @>@DH

Snata

Em,era MT ;)eather< >J@J?@?DH

Em,era AT ;%a,ric< >J@D>@DJ

Em,era AT ;)eather< >J@@H

Em,era 2? CR"i >G@GJ@>H

Em,era MT ;%a,ric< >@@HD

TUSC#$ CR"i >D@D@>>G

36

LE’S IMSR HUBLI


37/65

NARAYAN HYUNDAI

C&APTERIII

RESEARC& MET"#)#(Y

37

LE’S IMSR HUBLI


38/65

NARAYAN HYUNDAI

Research design%

&ince the study is on consumer perception first the detail study of the dealer is been

conducted about its 'anagement team its organi(ational structure the number of departments #hich

all cars does the dealer has.

Title: “Consumer perception and loyalty about Narayan Hyundai”

Objectives:

To kno# the consumer perception about Narayan Hyundai.

To kno# the factors influenced to buy from Narayan Hyundai.

To kno# the consumer loyalty to#ards Narayan Hyundai measured in terms of references to

others to buy car from the Narayan Hyundai and also the #ord of mouth.

38

LE’S IMSR HUBLI


39/65

NARAYAN HYUNDAI

To ascertain #hether the Narayan cars met the consumer re$uirements.

&ampling 'ethod%

The sampling method adopted is convenience sampling method.

Sampling:-

&ample si(e % )** respondents.

&ampling 'ethod % +andom Convenience sampling.

&ample "lan % "ersonal Intervie# through $uestionnaire.

&ample ,nit %+espondents -ho have purchased car from Narayan

Hyundai.

!ata Collection 'ethods%

Primary data: The !ata collected for a specific purpose for the first time is riginal kno#n as

"rimary !ata. The primary data is collected through the $uestionnaire.

0uestionnaire 'ethod%

The 0uestionnaire method is a po#erful tool to collect the information astructured 0uestionnaire involves in asking the $uestions in a prearranged order. This research

contained a $uestionnaire that had structured 1prearranged order/2 close ended 1limited ans#er can be

given/.

Secndary data:

The data that is collected from the published sources i.e. not originally collected for the first

time is called secondary data. !uring the research the secondary data #as collected from Company#ebsite2 Customer data base2 Company report2 publications.

39

LE’S IMSR HUBLI


40/65

NARAYAN HYUNDAI

Reprt research !indings%

This phase #ill mark the conclusion to the research effort. The report #ith the research finding is aformal #ritten document. The research findings and personal e3perience #ill be used to propose

recommendation.

"URATI#$ #% T&E PR#'ECT: 4 'NTH&

40

LE’S IMSR HUBLI


41/65


42/65

NARAYAN HYUNDAI

."ndai ( 20 .ndai ( 10 ."ndai santro ."ndai verna

0

5

10

15

20

25

30

35

40

45

5047

20

25

8

Interpretation% The 9:6consumers have Hyundai i4*2 4*6consumers o#n the Hyundai i)*2 456

consumers o#n the Hyundai santro and =6 consumers o#n the Hyundai DernaFs the ma?or sales are

from the Hyundai i 4* and the Hyundai santro2The Narayan Hyundai has to promote the brands

Hyundai Derna and also the Hyundai i )* in order to increase the respective brand sales.

4/-hy did you purchase at Narayan Hyundai

42

LE’S IMSR HUBLI


43/65

NARAYAN HYUNDAI

0

5

10

15

20

25

30

35

40

45

5

30

40

25

Interpretation% The 56 consumers purchased at Narayan Hyundai for the factor for on timedelivery28*6 consumers purchased for the service factor2 the 9*6 consumers purchased for the factor

nearest location2 and 456 consumers purchased for the Avability of the brand. &o It is found that the

purchase are made because the the sho#room is nearest and also for the service factor. The

organi(ation must look it to the on time delivery so that leads to the more sales.

43

LE’S IMSR HUBLI


44/65

NARAYAN HYUNDAI

8/ Ho# do you rate the product information given by the Narayan HyundaiS

.ighl satised atised issatised .ighl dissatised Average0

5

10

15

20

25

30

35

40

45

20

40

20

10 10

Interpretation% The consumers rated the product or brand information given by the Narayan Hyundai as

4*6 highly satisfied2 9*6 satisfied2 4*6 dissatisfied2 )*6 highly dissatisfied2 )*6 average. The

product information leads to the 7*6 of the satisfaction and it also leads to the 8*6 dissatisfaction so

Narayan Hyundai must train its employess in order to deliver the product information so the

satisfaction and perception rates are increased.

44

LE’S IMSR HUBLI


45/65

NARAYAN HYUNDAI

9/Ho# to do you rate the car delivery processS

0

10

20

30

40

50

60

4

26

50

10 10

Interpretation% The consumers rated the car delivery process as 96 highly satisfied2 476 as the

satisfied2 5*6 as dissatisfied2 )*6 highly satisfied2 )*6 as average. &o from the above data its is

found that satisfaction level is lo#2 the organi(ation must take a measures to improve the car delivery

process.

45

LE’S IMSR HUBLI


46/65


47/65

NARAYAN HYUNDAI

7/Ho# do you rate the loan procedure at Narayan cars private limitedS

0

5

10

15

20

25

30

35

40

45

50

0

45

28

3

24

Interpretation% the consumers rated the loan procedure at Narayan Hyundai as 956 satisfied2 4=6

dissatisfied2 86 as highly dissatisfied2 and 496 as average. &o the Narayan Hyundai must look into

the terms of educating the consumers about the loaning procedure as 496 are neither dissatisfied nor

satisfied and also the 8)6 consumers are dissatisfied.

47

LE’S IMSR HUBLI


48/65

NARAYAN HYUNDAI

:/Ho# do you rate the understanding consumer re$uirements by Narayan cars private limitedS

0

5

10

15

20

25

30

35

40

45

50

23

47

10

0

20

Interpretation% the consumers of Narayan Hyundai rated understanding consumer re$uirements y the

Narayan Hyundai as 486 as highly satisfied2 9:6satisfied2 )*6 as dissatisfied and 4*6 as average

and overall satisfaction level is found to be good.

48

LE’S IMSR HUBLI


49/65

NARAYAN HYUNDAI

=/ Ho# do you rate the after sales service at Narayan cars private limitedS

0

5

10

15

20

2530

35

40

45

50

3

46

13

3

35

Interpretation% The consumers rated the after sales service as 86 highly satisfied2 976 satisfied2 )86

as dissatisfied2 86 as highly dissatisfied and 856 as average. The after sales service leads to only 9;6

of the satisfaction and 856 are found to be average so it is advisable that Narayan Hyundai must look

it in to the satisfying the average consumers in order to increase satisfaction level and perception.

49

LE’S IMSR HUBLI


50/65

NARAYAN HYUNDAI

;/Ho# do you rate your e3perience of the interaction #ith staff of Narayan cars

0

10

20

30

40

50

60

3

56

23

0

18

Interpretation% The consumers rated the interaction #ith the staff of Narayan Hyundai as 86 highly

satisfied2 576 satisfied2 486 dissatisfied and )=6 as average. @rom the above respondents figures it is

found that Narayan staff interaction level is good still the staff can be trained to decrease the


50

LE’S IMSR HUBLI


51/65

NARAYAN HYUNDAI

)*/Ho# do you rate the trial run facility at Narayan HyundaiS

0

10

20

30

40

50

60

70

23

60

7

0

10

Interpretation% The consumers rated the trial run facility as 486 satisfied2 7*6 as satisfied2 :6

dissatisfied and )*6 as average. @rom the above respondents data it is found that the satisfaction level

is good and the organi(ation must look in to the also satisfying the average and dissatisfied consumers

in order achieve the higher satisfaction level.

51

LE’S IMSR HUBLI


52/65

NARAYAN HYUNDAI

))/Ho# do you rate the pricing policy of Narayan HyundaiS

0

5

10

15

20

25

3035

40

45

50

40

45

8

25

Interpretation% The consumers rated the pricing policy as 9*6 highly satisfied2 956 as

satisfied2 =5 as dissatisfied2 46 as highly dissatisfied2 86 as average. The consumers

perception is found to be good regarding the pricing policy of the Narayan Hyundai.

52

LE’S IMSR HUBLI


53/65

NARAYAN HYUNDAI

)4/-ould you recommend your friend and relatives to purchase their car at Narayan HyundaiS

05

1015202530354045

10

40

30

20

Interpretation% The )*6 consumers strongly agree to recommend the Narayan Hyundai to their friends

and relatives2 9*6 agree2 8*6 neither agree or disagree.so the from the above respondents opinion

figures the consumer loyalty in terms of reference is found lo# i.e. 5*62 the Narayan Hyundai must

also look at in terms increase the loyalty level among the consumers #ho are neither satisfied nor

dissatisfied and also dissatisfied consumers so to avoid the negative #ord of mouth.

53

LE’S IMSR HUBLI


54/65

NARAYAN HYUNDAI

)8/If you #ant to buy another ne# Hyundai car #ould you visit Narayan HyundaiS

05

101520253035404550

4

44

32

20

Interpretation% The 8*6 consumers &trongly agree to buy from Narayan Hyundai if they #ould like to

buy another Hyundai car in future2 946agree2 4=6 neither agree or disagree .fro the above

respondents it is observed that the only 9=6 consumers agree to visit the Narayan Hyundai so the

organi(ation must look in terms of increasing the perception level and loyalty as to avoid to visting

another Hyundai sho#room if they #ould like to purchase another Hyundai car in future.

54

LE’S IMSR HUBLI


55/65

NARAYAN HYUNDAI

)9/Are you satisfied #ith overall performance of service < facilities obtained from Narayan

HyundaiS

0

5

10

15

20

25

30

35

40

30

34

10

5

21

Interpretation% The 8*6 consumers of Narayan Hyundai are highly satisfied and 896 are satisfied2

)*6 dissatisfied2 56 highly dissatisfied and 4)6 are average. It is found that satisfaction level leads

to only the 796 so the organi(ation must look in terms of satisfying the consumers #ho are

dissatisfied and #ho are neither satisfied nor dissatisfied.

55

LE’S IMSR HUBLI


56/65

NARAYAN HYUNDAI

%I$"I$(S:

)/ It is found that Consumer perception is lo# #hen it comes to car delivery time i.e. nly 56 of the

consumers are satisfied.

4/ The product information given by the Narayan Hyundai leads to 7*6 satisfaction.

8/ The order process documentation leads to 9*6 dissatisfaction.

9/ The Consumer perception about Narayan Hyundai holds good i.e. it leads the satisfaction level of

:*6 #hen it comes to understanding the consumer re$uirements.

5/ The consumer perception holds lo# i.e. only 9;6 satisfied #hen it comes to after sales service.

7/ It is found that consumer reference is very lo# I. e only 5*6 of the consumers #ould like to refer

the friends and relatives to purchase Hyundai car at Narayan Hyundai.

:/ The overall performance of service < facilities obtained from Narayan Hyundai by the consumers

leads to then satisfaction level of 796.

=/ The only 9=6 of the consumers #ould like to visit the Narayan Hyundai again if purchase another

Hyundai car in the future.

56

LE’S IMSR HUBLI


57/65

NARAYAN HYUNDAI

SU((ESTI#$S:

)/ &ome of the customers have complained about the slack in the delivery process and timings.

Therefore2 this is the area #hich I recommend to the sho#room to focus a little bit more. It needs to

improve its delivery process and time. Need to become little $uick and fast.

4/I #ould propose that Narayan Hyundai to focus on the product information as the 8*6 of the

consumers dissatisfied and )*6 of the consumers are neither satisfied nor satisfied so it must train

employs about the product information.

8/ I feel that order documentation process should be simplified or the consumer must be educated

about order process documentation.

9/ >ven though the understanding the consumer re$uirements leads to the :*6 the satisfaction level. It

is advisable that to train it employes on regular basis as the )*6 are dissatisfied2 4*6 neither satisfied

nor dissatisfied.

5/ I #ould advice that Narayan Hyundai to focus on the after sales service.

7/ I #ould suggest that Narayan Hyundai focus on improving the consumer references in order to

increase the consumer loyalty.

:/ I #ould suggest improving overall performance of service < facilities As it leads to the )56

dissatisfaction level and 4)6 consumers are neither satisfied nor dissatisfied.

=/I feel that Narayan Hyundai must look in terms of increasing the loyalty among the consumers so

that they can visit once again to sho#room if they #ould like to buy another Hyundai car in the future.

57

LE’S IMSR HUBLI


58/65

NARAYAN HYUNDAI

C#$C)USI#$

In the end I #ould like to conclude that it #as great e3perience in carrying out the pro?ect on

the topic “consumer perception and loyalty about the Narayan Hyundai “.The topic is chosen

#ith an intension to kno# the consumer perception about the sho#room i.e. Narayan Hyundai

after they purchase car. -hich helps the organi(ation to overcome the dra#backs and to

improve the factors that found not be good for the business. The survey is conducted on )**

respondents #ho have purchased car in the caravan Hyundai2 the factors considered such as

understanding consumer re$uirements2 car delivery time2 loan procedure order process

documentation2 references to relatives by the respondent about the Narayan Hyundai etc.

The consumer perception is lo# #hen it comes to the factors such as the order process

documentation2 after sales service etc2 The consumer perception holds good #hen it comes toloan procedure2 understanding consumer re$uirements etc The many of the consumers neither

satisfied or dissatisfied so the organi(ation must look it #ork on those factor in order to

improve the satisfaction level and also it must #ork on the factors #hich is leading to


58

LE’S IMSR HUBLI


59/65

NARAYAN HYUNDAI

)IMITATI#$S

)/ The study #ould be more authoritative and comprehensive if the study conducted on the

#ide range this #as not possible due to key constraint of time.

4/ @indings of the study are indicative of current trends

8/ This study is bound and not be applicable #ith passage of time.

9/ The results are based on the assumption that the information provided by the respondents is

correct and true.

5/The survey is carried out by taking the consumers of Hyundai i4*2 Hyundai i)*2 Hyundai

santro2 Hyundai Derna.

59

LE’S IMSR HUBLI


60/65

NARAYAN HYUNDAI

A$$EXURE

+estinnaire

!ear &irJ'adam2

I am conducting a market research to kno# consumer perception and loyalty about Narayan Hyundai.

Kindly e3tend your cooperation in filling up this $uestionnaire and enable us in doing our research

successfully.

Name% BBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBB

ccupation% BBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBB

'obile Number% BBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBB

Address% BBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBB

BBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBB

BBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBB

)/ -hich Hyundai brand car you haveS

a/Hyundai I 4* b/Hyundai i)*

c/Hyundai santro d/Hyundai verna

e/&anta fe f/Hyundai et(

60

LE’S IMSR HUBLI


61/65

NARAYAN HYUNDAI

4/ -hy did you purchased your car at Narayan cars private limitedS

a/ n time delivery b/&ervice

c/ Nearest location d/Avalibility

8/ Ho# do you rate the product information given by the Narayan HyundaiS

a/Highly satisfied b/satisfied

c/dissatisfied d/highly dissatisfied

e/Average

9/ Ho# to do you rate the car delivery processS



e/Average

5/ Ho# do you rate the order process documentationS



e/Average

61

LE’S IMSR HUBLI


62/65

NARAYAN HYUNDAI

7/ Ho# do you rate the loan procedure at Narayan cars private limitedS



e/Average

:/ Ho# do you rate the understanding consumer re$uirements by Narayan cars private limitedS



e/Average

=/ Ho# do you rate the after sales service at Narayan cars private limitedS



e/Average

;/ Ho# do you rate your e3perience of the interaction #ith staff of Narayan cars



e/Average

)*/ Ho# do you rate the trial run facility at Narayan HyundaiS



62

LE’S IMSR HUBLI


63/65

NARAYAN HYUNDAI

e/Average

))/ Ho# do you rate the pricing policy of Narayan HyundaiS



e/Average

)4/ Are you satisfied #ith overall performance of service < facilities obtained from Narayan

HyundaiS



e/Average

)8/ -ould you recommend your friend and relatives to purchase their car at Narayan HyundaiS

a/&trongly agree b/Agree

c/Niether agree nor disagree d/&trongly disagree

)9/ If you #ant to buy another ne# Hyundai car #ould you visit Narayan HyundaiS

a/&trongly agree b/Agree

c/Niether agree nor disagree d/&trongly disagree

)5/!o you have any suggestions for the Narayan

HyundaiBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBB

BBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBB




B

63

LE’S IMSR HUBLI


64/65

NARAYAN HYUNDAI

9I9)I#(RAP&Y

9/s:

64

LE’S IMSR HUBLI


65/65

NARAYAN HYUNDAI

Principles ! mar/eting: 3#T)ER ARMSTR#$(2

Mar/eting Management: P&I)IP 3#T)ER2

;Analysis@ Planning Implementatin and Cntrl<

Serices Mar/eting : TATA Mc (RA* &I))2

Mar/eting Research : (2C29ERI2

Research Methdlgy: 3#T&ARI2 C2R2

Intenet:

...2ggle2cm

...2car.ala2cm
http://www.google.com/http://www.carwala.com/http://www.google.com/http://www.carwala.com/

consumer perception and loyalty hyundai

Documents