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
GDP and economical resources have boost up during the last decade which has increased purchasing
power of the Indian peoples. The car segment in India has emerged as one of the promising sector and
has shown growth trends in tremendous sales.

Objectives:
To know the consumer perception about Narayan Hyundai.
To know the factors influenced to buy from Narayan Hyundai.
To know the consumer loyalty towards Narayan Hyundai measured in terms of references to
others to buy car from the Narayan Hyundai and also the word of mouth.
To ascertain whether the Narayan cars met the consumer requirements.

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Research design:
Since the study is on consumer perception first the detail study of the dealer is been
conducted about its Management team its organizational structure the number of departments which
all cars does the dealer has.

Sampling Method:
The sampling method adopted is convenience sampling method.
Sampling: Sample size

: 100 respondents

Sampling Method

: Random Convenience sampling

Sample Plan

: Personal Interview through questionnaire

Sample Unit

: Respondents Who have purchased car from Narayan Hyundai

Data Collection Methods:

Primary data: The Data collected for a specific purpose for the first time is Original known as
Primary Data. The primary data is collected through questionnaire.
1) Questionnaire Method
The Questionnaire method is a powerful tool to collect the information a
structured Questionnaire involves in asking the questions in a prearranged order. This research
contained a questionnaire that had structured (prearranged order), close ended (limited answer can be
given) .

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Secondary data:
The data that is collected from the published sources i.e. not originally collected for the first
time is called secondary data. During the research the secondary data was collected from Company
website, Customer data base, Company report, publications.

Report research findings:

This phase will mark the conclusion to the research effort. The report with the research finding is a
formal written document. The research findings and personal experience will be used to propose
recommendation and prepare dummy.

DURATION OF THE PROJECT:

2 MONTHS

FINDINGS:

1) It is found that Consumer perception is low when it comes to car delivery time i.e. Only 5% of the
consumers are satisfied.
2) The product information given by the Narayan Hyundai leads to 60% satisfaction.
3) The order process documentation leads to 40% dissatisfaction.
4) The Consumer perception about Narayan Hyundai holds good i.e. it leads the satisfaction level of
70% when it comes to understanding the consumer requirements.
5) The consumer perception holds low i.e. only 49% satisfied when it comes to after sales service.
6) It is found that consumer reference is very low I. e only 50% of the consumers would like to refer
the friends and relatives to purchase Hyundai car at Narayan Hyundai.
7) The overall performance of service & facilities obtained from Narayan Hyundai by the consumers
leads to then satisfaction level of 64%.
8) The only 48% of the consumers would like to visit the Narayan Hyundai again if purchase another
Hyundai car in the future.

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SUGGESTIONS
1) Some of the customers have complained about the slack in the delivery process and timings.
Therefore, this is the area which I recommend to the showroom to focus a little bit more. It needs to
improve its delivery process and time. Need to become little quick and fast.
2)I would propose that Narayan Hyundai to focus on the product information as the 30% of the
consumers dissatisfied and 10% of the consumers are neither satisfied nor satisfied so it must train
employs about the product information.
3) I feel that order documentation process should be simplified or the consumer must be educated
about order process documentation.

4) Even though the understanding the consumer requirements leads to the 70% the satisfaction level. It
is advisable that to train it employees on regular basis as the 10% are dissatisfied, 20% neither
satisfied nor dissatisfied.
5) I would advice that Narayan Hyundai to focus on the after sales service.
6) I would suggest that Narayan Hyundai focus on improving the consumer references in order to
increase the consumer loyalty.
7) I would suggest improving overall performance of service & facilities As it leads to the 15%
dissatisfaction level and 21% consumers are neither satisfied nor dissatisfied.
8)I feel that Narayan Hyundai must look in terms of increasing the loyalty among the consumers so
that they can visit once again to showroom if they would like to buy another Hyundai car in the future.

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CONCLUSION
In the end I would like to conclude that it was great experience in carrying out the project on
the topic consumer perception and loyalty about the Narayan Hyundai .The topic is chosen
with an intension to know the consumer perception about the showroom i.e. Narayan Hyundai
after they purchase car. Which helps the organization to overcome the drawbacks and to
improve the factors that found not be good for the business. The survey is conducted on 100
respondents who have purchased car in the Narayan Hyundai, the factors considered such as
understanding consumer requirements, car delivery time, loan procedure order process
documentation, references to relatives by the respondent about the Narayan Hyundai etc.
The consumer perception is low when it comes to the factors such as the order process
documentation, after sales service etc, The consumer perception holds good when it comes to
loan procedure ,understanding consumer requirements etc The many of the consumers neither
satisfied or dissatisfied so the organization must look it work on those factor in order to
improve the satisfaction level and also it must work on the factors which is leading to
dissatisfaction level.

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CHAPTER I
INDUSTRY OVERVIEW

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Automobile Industry Introduction
In the year 1769, a French engineer by the name of Nicolas J. Cugnot invented the first
automobile to run on roads. This automobile, in fact, was a self-powered, three-wheeled, military
tractor that made the use of a steam engine. The range of the automobile, however, was very brief and
at the most, it could only run at a stretch for fifteen minutes. In addition, these automobiles were not fit
for the roads as the steam engines made them very heavy and large,
A Scotsman, Robert Anderson, was the first to invent an electric carriage between 1832 and
1839. However, Thomas Davenport of the U.S.A. and Scotsman Robert Davidson were amongst the
first to invent more applicable automobiles, making use of non-rechargeable electric batteries in 1842.
Development of roads made travelling comfortable and as a result.

The Automobile Industry finally came of age with Henry Ford in 1914 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 Ford, made the new invention (that is, the car) popular amongst the
rich as well as the masses.
According the History of Automobile Industry US, dominated the automobile markets around the
globe with no notable competitors. However, after the end of the Second World War in 1945, the

Automobile Industry of other technologically advanced nations such as Japan and certain European
nations gained momentum and within a very short period, beginning in the early 1980s, the U.S
Automobile Industry was flooded with foreign automobile companies, especially those of Japan and
Germany.

The current trends of the Global Automobile Industry reveal that in the developed countries the
Automobile Industries are stagnating as a result of the drooping car markets, whereas the Automobile
Industry in the developing nations, such as, India and Brazil, have been consistently registering higher.

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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 GDP and economical resources have boost up during the last decade which has
increased purchasing power of the Indian peoples. The car segment in India has emerged as one of the
promising sector and has shown growth trends in tremendous sales. Tata Motors has emerged as key
player in Indian automobile industry and its share in Commercial Vehicles has 63.94%, Passenger
Vehicles 16.45%. Tata Motors Limited is Indias largest automobile company, with consolidated
revenues of USD 14 billion in 2008-09. It is the leader in commercial vehicles and among the top three
in passenger vehicles. Maruti Suzuki India Limited, a subsidiary of Suzuki Motor Corporation of
Japan, one of the India's largest passenger car companies has grabbed a share for over 45% of the
domestic car market. Other key players in automobile segment of India have contributed significantly
and their existence in market has made others players to act actively in India.
Despite economic slowdown, the Indian automobile sector has shown high growth. The
passenger vehicle market, which constitutes around 80% of automobile sales, has immense growth
potential as passenger car stock stood at around 11 per 1,000 people in 2008. Anticipating the future
market potential, the production of passenger vehicle is forecasted to grow at a CAGR (Compound
Annual Growth Rate) of around 10% from 2009-10 to 2012-13.
Despite economic slowdown, the Indian automobile sector has shown high growth. The
passenger vehicle market, which constitutes around 80% of automobile sales, has immense growth
potential as passenger car stock stood at around 11 per 1,000 people in 2008. Anticipating the future
market potential, the production of passenger vehicle is forecasted to grow at a CAGR (Compound
Annual Growth Rate) of around 10% from 2009-10 to 2012-13.
De-licensing in 1991 has put the Indian automobile industry on a new growth track,
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 5.3 Million Units in 200102 to 10.8 Million Units in 2007-08. The other reasons attracting global auto manufacturers to India
are the countrys large middle class population, growing earning power, strong technological
capability and availability of trained manpower at competitive prices. The Indian automotive industry
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provided direct employment to more than 300,000 people, exported auto component worth around
US$ 2.87 Billion, and contributed 5% to the GDP. Due to this large contribution of the industry in the
national economy, the Indian government lifted the requirement of forging joint ventures for foreign
companies, which attracted global to the Indian market to establish their plants, resulting in heightened
automobile production. The Indian automobile market is currently dominated by two-wheeler segment
but in future, the demand for passenger cars and commercial vehicles will increase with industrial
development. Also, as India has low vehicle presence it possesses substantial potential for growth.

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Evolution of the Indian Automotive Industry
Review:
Every major shift in policies made by the Indian government, the automotive industry
has come out stronger and better. While the shift in policies seems to have mostly been brought by
chance events, the Indian government has at least to be credited for making the right decisions and
implementing them correctly. It is paradoxical that the Indian middle class, the most attractive feature
for foreign investment in the liberalization phase, was an outcome of the statist ideologies in the
regulatory phase. The product innovations of domestic firms like Tata Motors and Bajaj Auto today are

the fruits of indigenization and protection policies of the regulatory phases. Buyer decision processes
are the decision making processes undertaken by consumers in regard to a potential market transaction
before, during, and after the purchase of a product or service. Consumers have to make different kinds
of decisions everyday according to their different needs. Some of the decisions are playing critical
roles in consumers daily life, for example, purchasing a new home or purchasing a car, whereas
sometimes the decisions are made on a virtually automatic basis.

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Indian Automobile Market Scenario:
De-licensing in 1991 put the Indian automobile industry on a new growth trajectory,
which attracted foreign auto giants to set up their production facilities in the country to take advantage
of the various benefits it offers. Large middle class population, growing earning power and strong
technological capability have been boosting automobile demand for the past few years. Despite
economic slowdown, the Indian automobile sector has recorded phenomenal growth, especially in
passenger cars segment. The passenger vehicle market, which constitutes around 80% of automobile
sales, has immense growth potential. Anticipating the future market potential, the production of
passenger vehicle is forecasted to grow around 10% till 2012-13. Tata Nano has brought about a new
revolution in the countrys small car segment. Seeing the good initial response from consumers, many
other players in the industry are chalking out their plans to launch cars in this segment in the next few
years. A CAGR (Compound Annual Growth Rate) analysis shows growth of around 14.5% in domestic
volume sales of passenger vehicles during the coming years. Other segments, such as two-wheelers,
multi-purpose vehicle and light commercial vehicle, are also expected to witness fast growth in
coming years.
Each section concisely explains the current and future market trends, 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 new research report Indian Passenger Car Market Analysis, the
passenger car market, which constitutes around 78.5% of passenger vehicle sales (in FY 2010), has
immense growth potential as passenger car stock stood at around 11.6 per 1,000 people in 2009.
Realizing booming passenger car demand in the country, many domestic and foreign automobile
giants are formulating capacity expansion strategies, and billions of dollar worth of investments is
already in pipeline. Considering huge market potential, production of passenger cars is projected to
grow at a CAGR (Compound Annual Growth Rate) of around 11% between 2010-11 and 2013-14.

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Market Share of Passenger Vehicles Industry:

Percentage Market Share of Passenger Vehicles

The increasing scenario of passenger car segment has shown positive effect on the sales
of the segment because of the tourist industry growth. Passenger car production in India is projected to
cross three million units in 2014-15. Sales of passenger cars during the period 2015-16 are expected to
grow around 10%. Export of passenger cars is anticipated to raise more than the domestic sales 201516.Passanger car segment is dominated by the share of Maruti Suzuki India and it has recorded a
percentage of 46 percent, second position has grabbed by the Tata Motors which has a share of 16.45
percent. Third position is of Hyundai Motors of India. The rest of the companies have not recorded a
significant sales increase during the period and their sales are less than 10 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 quality of the cars they produce. Other car manufacturer have
not shown significant impact on customers because they are lacking somewhere in attracting
customers, hence they have to have a strategy to attract customers and make some impact on the minds
of the customers.

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In terms of Car dealer networks and authorized service stations, Maruti leads the pack with Dealer
networks and workshops across the country. The other leading automobile manufacturers are also
trying to cope up and are opening their service stations and dealer workshops in all the metros and
major cities of the country. Dealers offer varying kind of discount of finances who in turn pass it on to
the customers in the form of reduced interest rates.
Major Manufacturers in Automobile Industry

Maruti Udyog Ltd.

General Motors India

Ford India Ltd.

Eicher Motors

Bajaj Auto

Daewoo Motors India

Hero Motors

Hindustan Motors

Hyundai Motor India Ltd.

Royal Enfield Motors

Telco

TVS Motors

DC Designs

Swaraj Mazda Ltd

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Government has liberalized the norms for foreign investment and import of technology and that
appears to have benefited the automobile sector. The production of total vehicles increased from 4.2
million in 1998- 99 to 7.3 million in 2003-04. The industry has adopted the global standards and this
was manifested in the increasing exports of the sector. After a temporary slump during 1998- 99 and
1999-00, such exports registered robust growth rates of well over 50 per cent in 2002-03 and 2003-04
each to exceed two and- a-half times the export figure for 2001-02.

Key Demand Drivers

Traditionally, disposable income was perceived as the key factor driving passenger car demand. But
over time, other factors that are known to have an impact on demand have emerged. These include the
need for greater mobility, non- availability of public transport services, availability of cheap finance,
development of the used-car market, introduction of new technologically superior models, increasing
levels of urbanization and changing consumer profiles.

mand for cars, increase in the number of people crossing the income threshold, and CHANGING CONSUMER

relation between the demand for cars and ECONOMIC GROWTH.

The Central Governments AUTO POLICY on excise and customs is an important aspect aff

CAR

DEMAND

DELS is likely to increase and change the structure of demand.

A mature USED CAR MARKET would, on one hand, encourage consumers to trade in their cars faster, an

ucial
EAP FINANCE
for gaining
is market
a key determinant
share, especially
of demand
in the small
as most
car segment.
cars (around 60%) purchased in India are fin
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PASSENGER CAR INDUSTRY IN INDIA: HIGHLIGHTS

Passenger car sales are expected to increase at a compound annual growth rate (CAGR) of 8% over
the period FY2006-2007. The six broad segments in the car market today are- Mini, Compact,
Midrange, Executive, Premium and Luxury. In the medium term, growth in the Indian passenger
car industry is expected to be led largely by the Compact and Mid-range Segments.
The critical success factor has changed from price to price value.
In terms of engine capacity, the Indian passenger car market is moving towards cars of highest
capacity.
With the launch of new models from FY2007 onwards, the market for MUVs has been redefined in
India, especially at the upper end. Currently, the higher-end MUVs, commonly known as Sports
Utility Vehicles (SUVs), occupy a niche in the urban market. With the success of SUVs, the line of
distinction between passenger cars and MUVs in the Indian market is getting increasingly blurred.
Domestic car manufacturers are now venturing into areas such as car financing, leasing, and fleet
management, and used-car reconditioning /sales, to complement their mainstay-business of selling
new cars.

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Key Players Performance:

Hyundai Motor India:

Market Share: Passenger Vehicles 14.15%. Hyundai Motor India Limited is a wholly
owned subsidiary of worlds fifth largest automobile company, Hyundai Motor Company, South
Korea, and is the largest passenger car exporter. Hyundai Motor presently markets 49 variants of
passenger cars across segments. These includes the Santro in the B segment, the i10, the premium
hatchback i20 in the B+ segment, the Accent and the Verna in the C segment, the Sonata Transform in
the E segment.
Hyundai Motor, continuing its tradition of being the fastest growing passenger car
manufacturer, registered total sales of 559,880 vehicles in the year 2009, an increase of 14.4% over
2008. In the domestic market it clocked a growth of 18.1% as compared to 2008 with 289,863 units,
while overseas sales grew by 10.7%, with export of 270,017 units. Hyundai Motor currently exports
cars to more than 110 countries across European Union, Africa, Middle East, Latin America and Asia.
It has been the number one exporter of passenger car of the country for the sixth year in a row.
In a little over a decade since Hyundai has been present in India, it has become the
leading exporter of passenger cars with a market share of 66% of the total exports of passenger cars
from India, making it a significant contributor to the Indian automobile industry. In 2009, in spite of a
global slowdown, Hyundai Motor Indias exports grew by 10.7%. In 2010 Hyundai plans to add 10
new markets with Australia being the latest entrant to the list. The first shipment to Australia is of 500
units of the i20 and the total i20 exports to Australia are expected to be in the region of 15,000 per
annum.
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Tata Motors:

Market Share: Commercial Vehicles 63.94%, Passenger Vehicles 16.45%. Tata Motors
Limited is Indias largest automobile company, with consolidated revenues of USD 14 billion in 200809. It is the leader in commercial vehicles and among the top three in passenger vehicles. Tata Motors
has winning products in the compact, midsize car and utility vehicle segments. The company is the
world's fourth largest truck manufacturer, and the world's second largest bus manufacturer with over
24,000 employees. Since first rolled out in 1954, Tata Motors as has produced and sold over 4 million
vehicles in India.
Tata Motors is the first company from India's engineering sector to be listed in the New
York Stock Exchange (September 2004), has also emerged as an international automobile company.
Through subsidiaries and associate companies, Tata Motors has operations in the United Kingdom,
South Korea, Thailand and Spain. Among them is Jaguar Land Rover, a business comprising the two
British brands which was acquired in 2008. In 2004, it acquired the Daewoo Commercial Vehicles
Company, South Korea's second largest truck maker. The rechristened Tata Daewoo Commercial
Vehicles Company has launched several new products in the Korean market, while also exporting
these products to several international markets. Today two-thirds of heavy commercial vehicle exports
out of South Korea are from Tata Daewoo. In 2005, Tata Motors acquired a 21% stake in Hispano
Carrocera, a reputed Spanish bus and coach manufacturer, and subsequently the remaining stake in
2009.
In 2006, Tata Motors formed a joint venture with the Brazil-based Marcopolo, a global
leader in body-building for buses and coaches to manufacture fully-built buses and coaches for India
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and select international markets. In 2006, Tata Motors entered into joint venture with Thonburi
Automotive Assembly Plant Company of Thailand to manufacture and market the company's pickup
vehicles in Thailand. The new plant of Tata Motors (Thailand) has begun production of the Xenon
pickup truck, with the Xenon having been launched in Thailand in 2008. Tata Motors is also
expanding its international footprint by franchises and joint ventures assembly operations in Kenya,
Bangladesh, Ukraine, Russia, Senegal and South Africa. With over 3,000 engineers and scientists, the
company's Engineering Research Centre, established in 1966, has enabled pioneering technologies and
products. The company today has R&D centers in Pune, Jamshedpur, Lucknow, Dharwad in India, and
in South Korea, Spain, and the UK. It was Tata Motors, which developed the first indigenously
developed Light Commercial Vehicle, India's first Sports Utility Vehicle and, in 1998, the Tata Indica,
India's first fully indigenous passenger car. Within two years of launch, Tata Indica became India's
largest selling car in its segment. In 2005, Tata Motors created a new segment by launching the Tata
Ace, India's first indigenously developed mini-truck.

Maruti Suzuki India:

Market Share: Passenger Vehicles 46.07%. Maruti Suzuki India Limited, a subsidiary
of Suzuki Motor Corporation of Japan, is India's largest passenger car company, accounting for over
45% of the domestic car market. The company offers a complete range of cars from entry level
Maruti-800 and Alto, to stylish hatchback Ritz, A star, Swift, Wagon-R, Estillo and sedans DZire, SX4
and Sports Utility vehicle Grand Vitara.
Since inception in 1983, Maruti Suzuki India has produced and sold over 7.5 million
vehicles in India and exported over 500,000 units to Europe and other countries. The companys
revenue for the fiscal 2008-2009 stood over USD 4 billion and Profits After Tax at over USD 243
million.

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Mahindra & Mahindra:

Market Share: Commercial Vehicles 10.01%, Passenger Vehicles 6.50%, Three

Wheelers 1.31% Mahindra & Mahindra is mainly engaged in the Multi Utility Vehicle and Three
Wheeler segments directly. The company competes in the Light Commercial Vehicle segment through
its joint venture subsidiary Mahindra Navistar Automotives Limited and in the passenger car segment
through another joint venture subsidiary Mahindra Renault. In the year 2009, on the domestic sales
front, the Company along with its subsidiaries sold a total of 220,213 vehicles (including 44,533 three
wheelers, 8,603 Light Commercial Vehicles through Mahindra Navistar Automotives and 13,423 cars
through Mahindra Renault), recording a growth of 0.6% over the previous year.
The companys domestic Multi Utility Vehicle sales volumes increased by 3.3%, as
against a decline of 7.4% for industry Multi Utility Vehicle sales. A record number of 153,653 Multi
Utility Vehicles were sold in the domestic market in 2009 compared to 148,761 MUVs in the previous
year. Hence, Mahindra & Mahindra further strengthened its domination of the domestic Multi Utility
Vehicle sub-segment during the year, increasing its market share to 57.2% over the previous years
market share of 51.3%. Mahindra & Mahindra is expanding its footprint in the overseas market. In
2009 the Xylo was launched in South Africa. The company formed a new joint venture Mahindra
Automotive Australia Pty. Limited, to focus on the Australian Market. (Source: Mahindra &
Mahindra Annual Report)

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Toyota Motor Corporation

Toyota Motor Corporation (TMC) is Japanese multinational automaker headquartered

in Toyota, Aichi, Japan. In 2010, Toyota employed 300,734 people worldwide, and was the second
largest automobile manufacturer in 2010 by production. Toyota is the ninth largest company in the
world by revenue. In July 2012 the company reported that it had manufactured its 200 millionth
vehicle.
The company was founded by Kiichiro Toyoda in 1937 as a spinoff from his
father's company Toyota Industries to create automobiles. Three years earlier, in 1934, while still a
department of Toyota Industries, it created its first product, the Type A engine, and, in 1936, its first
passenger car, the Toyota AA. Toyota Motor Corporation group companies are Toyota (including
the Scion brand), Lexus, Daihatsu and Hino

Motors, along

with

several

"non-automotive"

companies. TMC is part of the Toyota Group, one of the largest conglomerates in the world.

Chevrolet

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Chevrolet also known as Chevy is an American brand of vehicle produced by General

Motors (GM). Chevrolet was founded by Louis Chevrolet and ousted GM founder William C.
Durant on November 3, 1911 and later acquired by General Motors in 1918. Chevrolet was positioned
by Alfred Sloan to sell a lineup of mainstream vehicles to directly compete against Henry
Ford's Model T in the 1920s, with "Chevrolet" or "Chevy" being at times synonymous with GM.
In North America, Chevrolet sells and produces a wide variety of automobiles, from subcompact cars
to medium-duty commercial trucks, whereas in Europe, the brand name is used on automobiles
produced in Korea by General Motors.
Launched by GM's India operations, Chevrolet is among the more recent auto brands. Until 2003, GM
Indiaoriginally a joint venture with Hindustan Motors) sold the Opel Corsa, Opel Astra and the Opel
Vectra. Chevrolet officially began business in India on June 6, 2003. The Corsa and Astra were built at
a plant in Halol, Gujarat.
Chevrolet

currently

sells

the Chevrolet

Cruze, Chevrolet

Spark, Chevrolet

Optra, Chevrolet

Aveo, Chevrolet Tavera, Chevrolet Captiva, Chevrolet CRV, Chevrolet Beat and Chevrolet Aveo UVA. The Chevrolet Forester, a rebadged Subaru, was imported directly from Fuji Heavy Industries in
Japan until 2005. The Cruze and Tavera are built at the Halol plant. Chevrolet also is the sole Engine
supplier for the Formula Rolon single seater series in India.

Volkswagen India Private Limited

Volkswagen India Private Limited is a subsidiary of Volkswagen Group Sales India

Private Limited that assembles, manufactures and distributes Volkswagen vehicles in India. It was
established in 2007.
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In the year 2010, VIPL recorded sales of 32,627 vehicles against 3,039 vehicles sold
during the year 2009 and registered a sales growth of over 1,000%. Volkswagen India Private
Limited currently has more than 70 dealerships in 56 cities across 18 states and 2 union territories of
India.

Ford India Private Limited

Ford India Private Limited is a wholly owned subsidiary of the Ford Motor
Company in India.

Ford

India

Private

Limited's

head

quarters

are

located

in Chengalpattu, Chennai, Tamil Nadu. It currently is the 6th largest car maker in India after Maruti
Suzuki Hyundai, Tata, Mahindra and Chevrolet.
The modern Ford India Private Limited began production in 1996, although the roots
trace back to 1907 when the Model A was launched. Its manufacturing facilities are in Maraimalai
Nagar near Chennai. Ford India Private Limited began production in 1926, but was shut down in 1954
as the company was in loss. Production began again with the joint venture Mahindra Ford India
Limited (MFIL) in October 1995, a 50-50 venture with Mahindra & Mahindra Limited. Ford Motor
Company increased its interest to 72% in March 1998 and renamed the company Ford India Private
Limited.

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Renault India Private Limited

Renault India Private Limited is the Indian subsidiary of Renault S.A. of France, with
its headquarters in Mumbai. The company has production facilities in Chennai and Tamil Nadu.
In 2005, Renault established a 51:49 joint venture with Mahindra & Mahindra Limited to
form Mahindra Renault Limited. In May 2007, the joint-venture launched the Renault Logan,
produced at a manufacturing plant in Nashik, Maharashtra. Initially, the Logan met with considerable
success but sales slipped with competition against newer models from Maruti Suzuki, Tata
Motorsand Toyota. The Logan was criticised for its boxy looks and awkward ergonomics. Although
built as a Right Hand drive vehicle for the Indian market, the Logan's ergonomics were configured for
a Left Hand drive vehicle.
In February 2010, Mahindra and Renault announced the dissolution of their joint-venture, with
Mahindra buying out Renault's shares. Renault agreed to provide support to M&M through a license
agreement as well as to supply key components and the Renault Logan became the Mahindra
Verito. Following its exit from the joint-venture, Renault entered the Indian market on its own.

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Nissan Motors India Private Limited

NMIPL's manufacturing plant in Chennai can manufacture 200,000 vehicles per

annum. The Chennai Plant has an additional 200,000 vehicles per annum capacity exclusively
for French car maker Renault's Indian arm Renault India Private Limited. The plant's combined
capacity is 400,000 vehicles per annum.
The plant in Oragadam with an investment of 4,500 crore (US$814.5 million) covers
an

area

of

650

acres

(2.6 km2). It

will

manufacture

the Nissan

Micra for

the Indian and European market, besides various other models for the Indian market.

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CHAPTERII
COMPANY OVERVIEW

Hyundai Motors India Limited

An Overview
Hyundai Motor India Ltd. (HMIL) is a wholly owned subsidiary of the Hyundai Motor Company
(HMC), Korea, a part of the Hyundai Motor Group comprising Hyundai Motor Company, Kia Motors,
Hyundai Mobis and other affiliated companies, with a combined turnover of over US$ 50 Billion. The
Hyundai Motor Group with a presence in over 185 countries and combined annual sales of over 3
million units is one of the fastest growing auto manufacturers in the world.

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HMIL has emerged as the second largest and the fastest growing car manufacturer in India. HMIL
presently markets over 26 variants of passenger cars in six segments. The Santro in the B segment,
Getz in the B+ segment, the Accent in the C segment, the Elantra in the D segment, the Sonata in the E
segment and the Tucson and Terracan in the SUV segment.

The company recorded combined sales of 215,630 during calendar year 2006 with a growth of 43%
over year 2007. HMIL is India's fastest growing car company having rolled-out over 700,000 cars in
just over 70 months since its inception and is the largest exporter of passenger cars with exports of
over Rs. 1,700 crores. HMIL has recorded a staggering growth of 149% in exports over the year 2007.

HMILs fully integrated state-of-the-art manufacturing plant near Chennai boasts some of the most
advanced production, quality and testing capabilities in the country. In continuation of its investment
in providing the Indian customer global technology, HMIL has announced plans for its second plant,
which will produce 150,000 units per annum, raising HMILs total production capacity to 400,000 per
annum by 2007. The plant will be built on a 2.1 million square meter site adjacent to the existing
facility with an investment of $450-$500 million on its new integrated facility. HMIL is investing to
expand capacity in line with its positioning as HMCs global export hub for compact cars. Apart from
expansion of production capacity, HMIL plans to expand its dealer network, which will be increased
from 146 to 180 this year. And with the companys greater focus on the quality of its after-sales
service, HMILs service network will be expanded to over 1,000 in 2007.

HMIL has many awards in its bouquet. It was declared The Star Company amongst unlisted
companies by Business Standard this year. Getz got the coveted Car of the Year 2007 award twice
over. It was declared a winner by both Business Standard Motoring and CNBC-TV18 Autocar Auto
awards. Hyundai Elantra won the CNBC-TV18 Autocar Best Value for Money Car Award.
HMIL was also the Manufacturer of the Year two years in a row in 2006 and 2007. ICICI Overdrive
Awards declared Hyundai as the Car Maker of the Year in 2007. Hyundai products with state of the
art technology have also been winning many accolades over the years. Santro bagged top honours in
JD Power Asia Pacific for three years. Accent was ranked No. 1 in J D Power Asia Pacific APEAL for
two years and also got Business Standard Motoring Jury award for its CRDi model.
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HMIL has also been awarded the benchmark ISO 14001 certification for its sustainable environment
management practices.
The following table shows the HMILs cars and the various segments they belong to as in the Indian
market.

Ideology and Environment at Hyundai:

A management motto at Hyundai is Customer first, best in technology, best in quality and best value
for human beings. Hyundai as a company is dedicated to create new value for its customers. Hyundai
Motor Companys target is to care for the environment and devote attention to the future of our
children and their ability to inhabit a clean, pollution managed world. Hyundai believes that they have
achieved the current status as a world-class company by faithfully enforcing seven management
principles and creating an atmosphere where by each and every member of the company is able to
work for the benefit of common future. As a result, Hyundai motor company is committed to its social
responsibilities as it fulfills its mission with dedication and strength of purpose.

NEW MILESTONES

Goal of Hyundai To build the worlds best quality cars.

The Indian passenger car market is a highly competitive market. Although its growth has been hi in
past several years, profitability has been impacted because of rising costs, change in excise policies
and intense price competition. With the developed countries like USA and UK having 350 as an
average no of cars per thousand persons it is very low in India (5). So in future, 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-Segment.

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With the opening of economy and relaxing norms by government, the market has started witnessing
the entry of new global players like Toyota, Honda and GM in the Indian market, pointing to further
intensification of competition in future. With the consumer attaching higher value to the features and
economy in case of car buying, the players are likely to focus more o product development (to
incorporate dvanced features in their designs) and advertisements (to set up their own positions in a
consumer mind).

HMIL is emerging as a major player in Indian passenger car market. Its products are Santro and
Accent are success stories in themselves. But the buck does not stop here only. Its parent company
HMC is focusing upon HMIL as a base to integrate its production and R & D facilities across Asia
Pacific. For that HMIL is planning to increase its present production capacity of 2.5 lakh cars per year
to 4 lakh cars per year by 2007.

Exports are also another front which is giving HMIL an intense opportunity to expand. For the first six
months of this fiscal HMIL has exported cars worth Rs. 1,325 crores and targeting an overall export of
over Rs. 2,700 crores in this fiscal up from Rs. 1,700 crores in 2006-07.

HMIL has sold a total of 236,878 vehicles in the Calendar Year 2007 so far, achieving a growth of
21% over the January-November sales in 2007. While domestic sales in January-November, 2007,
were 148,515 - a growth of 16.6% over the previous year, overseas sales during the period stood at
88,363 units - a growth of 29%.
In November, 2007, HMI sold a total of 21,725 units - 14,010 vehicles in the domestic market and
7,715 cars in the overseas market.

Over the years, HMIL has been focusing on effective brand building and consumer strategy. This has
contributed towards enhancing their bottom line. A significant contribution in this success is of the
advertisement strategy adopted by HMIL. It has changed its advertisements time and again. Now
HMIL has started a new initiative under which they have started their own in house advertising agency
known by the name of Innocean which will handle its all promotions.

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With the new initiatives, HMIL is all set to achieve its ambitious growth of 30% in sales over last year.
Thus, Hyundai motors India limited is all set to conquer the Indian passenger car industry.

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AWARDS & RECOGNITIONS
As one of the fastest growing automobile companies in India, Hyundai has many accomplishments to its
credit.
Business Standard - Star Company Award to Hyundai Motor India

JD Power Asia Pacific

Hyundai Santro has topped the JD Power Asia Pacific Initial Quality Study (IQS) that
measures product quality for three years in a row (Years 2007, 2006 and 2007)

Hyundai Santro has topped the JD Power Asia Pacific APEAL study that measures customer
satisfaction for three years in a row (Years 2006, 2007 and 2008)

Hyundai Accent has topped the JD Power Asia Pacific IQS for 2007 and the APEAL study for
2006 and 2007.

Business Standard Motoring

Hyundai Getz is BS Motoring's 'Car of the Year' 2007

BS Motoring BS 1000 Company of the year 2007 Hyundai Motor India Limited

Hyundai Santro is BS Motoring's 'Car of the Year' for 1999

CNBC

Hyundai Getz is the CNBC Auto car Car of the Year 2007

Hyundai Elantra Best Value for Money Car of the Year 2007

Company Awards CNBC Autocar India Hyundai has been the manufacturer of the year
for two years in row.

ICICI Bank

Hyundai Motor India was adjudged the Car Maker of the year at the ICICI Bank
Overdrive awards 2006

HMIL has also been awarded the benchmark ISO 14001 certification for its sustainable environment
management practices.

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1.

NARAYAN HYUNDAI PROFILE

A. Background and Inception of the company:

Narayan Hyundai is one of the dealership of Hyundai Motors India Limited in Bijapur. It was
established in the year 2012. With the opening of this venture, customers may feel ease as they are
having options to take the view from either of the show room.
Narayan Hyundai working philosophy is particularly based on Prepare employees for the future
developments with developments in their personality. As competition is very much intense hence the
management is working hard for customer relationship to achieve future business growth.
As it is newly opened organization hence as every other organization it is also facing some
management problems. Management is trying to overcome all these problems and achieving
systematic workings here. Each and every department is distinguished for the employees. Every
employee is having its own designation and job profile and he/she has to work under that profile only.
For each segment of the vehicles, Shree 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.

B. Nature of Business Carried:

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Narayan Hyundai is a dealer of cars of Hyundai motors. The business carried by Narayan
Hyundai is of dealership. It is an also an authorized service centre and it totally aims in selling
cars both passenger and SUV vehicles as per demand of customers.

C. Vision, Mission and Quality Policy:

MISSION:
The mission of the Narayan Hyundai is committed to develop the firm as a big
competitor and service provider in the Bijapur Passenger car market.

VISION:
The dealer announced "Innovation for Customers" as our midto longterm vision with five
core strategies: global orientation, respect for human values, customer satisfaction, technology
innovation, and cultural creation. They desire to create an automobile culture of putting
customer first via developing humancentered and environmentfriendly technological
innovation.

QUALITY POLICY:
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Based on a respect for human dignity, it make efforts to meet the expectations of all
stakeholders including customers and business partners by building a constructive relationship
amongst management, labor, executives and employees. Also, they focus on communicating
their corporate values both internally and externally, and gaining confidence from all
stakeholders.
D. Products Profile:
MODEL

SANTRO

I-10

VARIANT

Ex-Showroom Price

Non A/C (S)

2,69,524

Non A/C (M)

2,72,985

GL (S)

3,34,971

GL (M)

3,38,432

GLS (S)

3,22,168

GLS(M)

3,58,628

D-Lite (S)

3,38,276

D-Lite (M)

3,41,757

Era 1.1L (S)

3,73,514

Era 1.1L (M)

3,76,996

Magna 1.1L (S)

3,87,693

Magna 1.1L (M)

3,91,174

Magna 1.2L Kappa (S)

3,99,794

Magna 1.2L Kappa (M)

4,03,275

Magna 1.2L-AT (M)

4,48,874

Sportz GLS1.2L (S)

4,27,061

Sportz GLS1.2L (M)

4,30,543

Sportz GLS1.2L-AT(M)

4,72,967

Asta GLS 1.2L (S)

4,85,749

Asta GLS 1.2L (M)

4,89,231
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Getz

I-20

Accent

Verna

Sonata

TUSCON

GLE 1.1

3,62,281

GVS 1.1

3,92,281

GVS 1.1 (175 tyre+ rear spoiler)

4,02,281

Magna 1.2L

4,83,999

Asta 1.2L

5,63,999

Magna Diesel 1.4L (ABS)

6,23,599

Asta Diesel 1.4L

6,87,199

Executive IMM

5,03,901

GLE

5,24,652

ECO

5,33,900

1.6 VTVT

6,46,038

1.6 SX VTVT

7,20,838

1.5 CRDi VGT

7,69,070

1.5 SX CRDi VGT

8,18,967

Embera MT (Leather)

13,30,067

Embera AT (Fabric)

13,61,639

Embera AT (Leather)

13,92,927

Embera 2.0 CRDi

14,43,917

Embera MT (Fabric)

12,98,786

CRDi

16,96,114

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CHAPTERIII
RESEARCH METHODOLOGY

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Research design:
Since the study is on consumer perception first the detail study of the dealer is been
conducted about its Management team its organizational structure the number of departments which
all cars does the dealer has.
Title: Consumer perception and loyalty about Narayan Hyundai

Objectives:
To know the consumer perception about Narayan Hyundai.
To know the factors influenced to buy from Narayan Hyundai.
To know the consumer loyalty towards Narayan Hyundai measured in terms of references to
others to buy car from the Narayan Hyundai and also the word of mouth.
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To ascertain whether the Narayan cars met the consumer requirements.

Sampling Method:
The sampling method adopted is convenience sampling method.
Sampling: Sample size

: 100 respondents.

Sampling Method

: Random Convenience sampling.

Sample Plan

: Personal Interview through questionnaire.

Sample Unit

:Respondents Who have purchased car from Narayan

Hyundai.

Data Collection Methods:

Primary data: The Data collected for a specific purpose for the first time is Original known as
Primary Data. The primary data is collected through the questionnaire.
Questionnaire Method:
The Questionnaire method is a powerful tool to collect the information a
structured Questionnaire involves in asking the questions in a prearranged order. This research
contained a questionnaire that had structured (prearranged order), close ended (limited answer can be
given).
Secondary data:
The data that is collected from the published sources i.e. not originally collected for the first
time is called secondary data. During the research the secondary data was collected from Company
website, Customer data base, Company report, publications.
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Report research findings:

This phase will mark the conclusion to the research effort. The report with the research finding is a
formal written document. The research findings and personal experience will be used to propose
recommendation.

DURATION OF THE PROJECT:

2 MONTHS

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CHAPTERIV
DATA ANALYSIS AND INTERPRETATION

1) Which Hyundai brand car you have?

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50

47

45
40
35
30
25

25
20

20
15
10

5
0
Hyundai I 20

Hyndai I 10

Hyundai santro

Hyundai verna

Interpretation: The 47%consumers have Hyundai i20, 20%consumers own the Hyundai i10, 25%
consumers own the Hyundai santro and 8% consumers own the Hyundai Vernas the major sales are
from the Hyundai i 20 and the Hyundai santro,The Narayan Hyundai has to promote the brands
Hyundai Verna and also the Hyundai i 10 in order to increase the respective brand sales.

2)Why did you purchase at Narayan Hyundai

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45
40

40
35
30

30

25

25
20
15
10
5

Interpretation: The 5% consumers purchased at Narayan Hyundai for the factor for on time
delivery,30% consumers purchased for the service factor, the 40% consumers purchased for the factor
nearest location, and 25% consumers purchased for the Avability of the brand. So It is found that the
purchase are made because the the showroom is nearest and also for the service factor. The
organization must look it to the on time delivery so that leads to the more sales.

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3) How do you rate the product information given by the Narayan Hyundai?

45
40

40
35
30
25
20

20

20

15
10

10

10

5
0
Highly satisfied

Satisfied

Dissatisfied Highly dissatisfied

Average

Interpretation: The consumers rated the product or brand information given by the Narayan Hyundai as
20% highly satisfied, 40% satisfied, 20% dissatisfied, 10% highly dissatisfied, 10% average. The
product information leads to the 60% of the satisfaction and it also leads to the 30% dissatisfaction so
Narayan Hyundai must train its employess in order to deliver the product information so the
satisfaction and perception rates are increased.

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4)How to do you rate the car delivery process?

60

50

50
40
26

30
20
10

10

10

Interpretation: The consumers rated the car delivery process as 4% highly satisfied, 26% as the
satisfied, 50% as dissatisfied, 10% highly satisfied, 10% as average. So from the above data its is
found that satisfaction level is low, the organization must take a measures to improve the car delivery
process.

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5)How do you rate the order process documentation?

45
40
35
30
25
20
15
10
5
0

40
30

10

10

10

Interpretation: The consumers rated the order documentation process as 10% as highly satisfied, 40%
satisfied, 30% dissatisfied, 10% as highly dissatisfied, 10% as average. So it is advisable that order
process documentation is too simplified as it leads to the 40% satisfaction.

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6)How do you rate the loan procedure at Narayan cars private limited?

50
45

45
40
35

28

30

24

25
20
15
10
3

5
0

Interpretation: the consumers rated the loan procedure at Narayan Hyundai as 45% satisfied, 28%
dissatisfied, 3% as highly dissatisfied, and 24% as average. So the Narayan Hyundai must look into
the terms of educating the consumers about the loaning procedure as 24% are neither dissatisfied nor
satisfied and also the 31% consumers are dissatisfied.

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7)How do you rate the understanding consumer requirements by Narayan cars private limited?

50
45
40
35
30
25
20
15
10
5
0

47

23

20
10

Interpretation: the consumers of Narayan Hyundai rated understanding consumer requirements By the
Narayan Hyundai as 23% as highly satisfied, 47%satisfied, 10% as dissatisfied and 20% as average
and overall satisfaction level is found to be good.

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8) How do you rate the after sales service at Narayan cars private limited?

50
45
40
35
30
25
20
15
10
5
0

46
35

13
3

Interpretation: The consumers rated the after sales service as 3% highly satisfied, 46% satisfied, 13%
as dissatisfied, 3% as highly dissatisfied and 35% as average. The after sales service leads to only 49%
of the satisfaction and 35% 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.

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9)How do you rate your experience of the interaction with staff of Narayan cars
60

56

50
40
30

23
18

20
10

Interpretation: The consumers rated the interaction with the staff of Narayan Hyundai as 3% highly
satisfied, 56% satisfied, 23% dissatisfied and 18% as average. From the above respondents figures it is
found that Narayan staff interaction level is good still the staff can be trained to decrease the
dissatisfaction level.

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10)How do you rate the trial run facility at Narayan Hyundai?

70

60

60
50
40
30

23

20
10
0

10

7
0

Interpretation: The consumers rated the trial run facility as 23% satisfied, 60% as satisfied, 7%
dissatisfied and 10% as average. From the above respondents data it is found that the satisfaction level
is good and the organization must look in to the also satisfying the average and dissatisfied consumers
in order achieve the higher satisfaction level.

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11)How do you rate the pricing policy of Narayan Hyundai?

50
45
40
35
30
25
20
15
10
5
0

45
40

8
2

Interpretation: The consumers rated the pricing policy as 40% highly satisfied, 45% as
satisfied, 85 as dissatisfied, 2% as highly dissatisfied, 3% as average. The consumers
perception is found to be good regarding the pricing policy of the Narayan Hyundai.

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12)Would you recommend your friend and relatives to purchase their car at Narayan Hyundai?

45
40
35
30
25
20
15
10
5
0

40
30
20
10

Interpretation: The 10% consumers strongly agree to recommend the Narayan Hyundai to their friends
and relatives, 40% agree, 30% neither agree or disagree.so the from the above respondents opinion
figures the consumer loyalty in terms of reference is found low i.e. 50%, the Narayan Hyundai must
also look at in terms increase the loyalty level among the consumers who are neither satisfied nor
dissatisfied and also dissatisfied consumers so to avoid the negative word of mouth.

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13)If you want to buy another new Hyundai car would you visit Narayan Hyundai?
50
45
40
35
30
25
20
15
10
5
0

44
32
20
4

Interpretation: The 30% consumers Strongly agree to buy from Narayan Hyundai if they would like to
buy another Hyundai car in future, 42%agree, 28% neither agree or disagree .fro the above
respondents it is observed that the only 48% consumers agree to visit the Narayan Hyundai so the
organization must look in terms of increasing the perception level and loyalty as to avoid to visting
another Hyundai showroom if they would like to purchase another Hyundai car in future.

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14)Are you satisfied with overall performance of service & facilities obtained from Narayan
Hyundai?

40
35
30

34
30

25

21

20
15
10
5

10
5

Interpretation: The 30% consumers of Narayan Hyundai are highly satisfied and 34% are satisfied,
10% dissatisfied, 5% highly dissatisfied and 21% are average. It is found that satisfaction level leads
to only the 64% so the organization must look in terms of satisfying the consumers who are
dissatisfied and who are neither satisfied nor dissatisfied.

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FINDINGS:

1) It is found that Consumer perception is low when it comes to car delivery time i.e. Only 5% of the
consumers are satisfied.
2) The product information given by the Narayan Hyundai leads to 60% satisfaction.
3) The order process documentation leads to 40% dissatisfaction.
4) The Consumer perception about Narayan Hyundai holds good i.e. it leads the satisfaction level of
70% when it comes to understanding the consumer requirements.
5) The consumer perception holds low i.e. only 49% satisfied when it comes to after sales service.
6) It is found that consumer reference is very low I. e only 50% of the consumers would like to refer
the friends and relatives to purchase Hyundai car at Narayan Hyundai.
7) The overall performance of service & facilities obtained from Narayan Hyundai by the consumers
leads to then satisfaction level of 64%.
8) The only 48% of the consumers would like to visit the Narayan Hyundai again if purchase another
Hyundai car in the future.

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SUGGESTIONS:
1) Some of the customers have complained about the slack in the delivery process and timings.
Therefore, this is the area which I recommend to the showroom to focus a little bit more. It needs to
improve its delivery process and time. Need to become little quick and fast.
2)I would propose that Narayan Hyundai to focus on the product information as the 30% of the
consumers dissatisfied and 10% of the consumers are neither satisfied nor satisfied so it must train
employs about the product information.
3) I feel that order documentation process should be simplified or the consumer must be educated
about order process documentation.

4) Even though the understanding the consumer requirements leads to the 70% the satisfaction level. It
is advisable that to train it employes on regular basis as the 10% are dissatisfied, 20% neither satisfied
nor dissatisfied.
5) I would advice that Narayan Hyundai to focus on the after sales service.
6) I would suggest that Narayan Hyundai focus on improving the consumer references in order to
increase the consumer loyalty.
7) I would suggest improving overall performance of service & facilities As it leads to the 15%
dissatisfaction level and 21% consumers are neither satisfied nor dissatisfied.
8)I feel that Narayan Hyundai must look in terms of increasing the loyalty among the consumers so
that they can visit once again to showroom if they would like to buy another Hyundai car in the future.

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CONCLUSION
In the end I would like to conclude that it was great experience in carrying out the project on
the topic consumer perception and loyalty about the Narayan Hyundai .The topic is chosen
with an intension to know the consumer perception about the showroom i.e. Narayan Hyundai
after they purchase car. Which helps the organization to overcome the drawbacks and to
improve the factors that found not be good for the business. The survey is conducted on 100
respondents who have purchased car in the caravan Hyundai, the factors considered such as
understanding consumer requirements, car delivery time, loan procedure order process
documentation, references to relatives by the respondent about the Narayan Hyundai etc.
The consumer perception is low when it comes to the factors such as the order process
documentation, after sales service etc, The consumer perception holds good when it comes to
loan procedure, understanding consumer requirements etc The many of the consumers neither
satisfied or dissatisfied so the organization must look it work on those factor in order to
improve the satisfaction level and also it must work on the factors which is leading to
dissatisfaction level.

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LIMITATIONS
1) The study would be more authoritative and comprehensive if the study conducted on the
wide range; this was not possible due to key constraint of time.
2) Findings of the study are indicative of current trends
3) This study is bound and not be applicable with passage of time.
4) 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 i20, Hyundai i10, Hyundai
santro, Hyundai Verna.

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ANNEXURE
Questionnaire
Dear Sir/Madam,
I am conducting a market research to know consumer perception and loyalty about Narayan Hyundai.
Kindly extend your cooperation in filling up this questionnaire and enable us in doing our research
successfully.

Name: ------------------------------------------------------------------

Occupation: ------------------------------------------------------------

Mobile Number: -----------------------------------------------------

Address: ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

1) Which Hyundai brand car you have?

a)Hyundai I 20

b)Hyundai i10

c)Hyundai santro

d)Hyundai verna

e)Santa fe

f)Hyundai Getz

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2) Why did you purchased your car at Narayan cars private limited?
a) On time delivery

b)Service

c) Nearest location

d)Avalibility

3) How do you rate the product information given by the Narayan Hyundai?
a)Highly satisfied
c)dissatisfied

b)satisfied
d)highly dissatisfied

e)Average
4) How to do you rate the car delivery process?
a)Highly satisfied
c)dissatisfied

b)satisfied
d)highly dissatisfied

e)Average

5) How do you rate the order process documentation?

a)Highly satisfied
c)dissatisfied

b)satisfied
d)highly dissatisfied

e)Average

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6) How do you rate the loan procedure at Narayan cars private limited?
a)Highly satisfied
c)dissatisfied

b)satisfied
d)highly dissatisfied

e)Average
7) How do you rate the understanding consumer requirements by Narayan cars private limited?
a)Highly satisfied
c)dissatisfied

b)satisfied
d)highly dissatisfied

e)Average
8) How do you rate the after sales service at Narayan cars private limited?
a)Highly satisfied
c)dissatisfied

b)satisfied
d)highly dissatisfied

e)Average
9) How do you rate your experience of the interaction with staff of Narayan cars
a)Highly satisfied
c)dissatisfied

b)satisfied
d)highly dissatisfied

e)Average

10) How do you rate the trial run facility at Narayan Hyundai?
a)Highly satisfied
c)dissatisfied

b)satisfied
d)highly dissatisfied
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e)Average
11) How do you rate the pricing policy of Narayan Hyundai?
a)Highly satisfied
c)dissatisfied

b)satisfied
d)highly dissatisfied

e)Average
12) Are you satisfied with overall performance of service & facilities obtained from Narayan
Hyundai?
a)Highly satisfied
c)dissatisfied

b)satisfied
d)highly dissatisfied

e)Average
13) Would you recommend your friend and relatives to purchase their car at Narayan Hyundai?
a)Strongly agree
c)Niether agree nor disagree

b)Agree
d)Strongly disagree

14) If you want to buy another new Hyundai car would you visit Narayan Hyundai?
a)Strongly agree
c)Niether agree nor disagree

b)Agree
d)Strongly disagree

15)Do you have any suggestions for the Narayan

Hyundai------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------63
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BIBLIOGRAPHY

Books:
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Principles of marketing: KOTLER ARMSTRONG.
Marketing Management: PHILIP KOTLER.
(Analysis, Planning Implementation and Control)
Services Marketing : TATA Mc GRAW HILL.
Marketing Research : G.C.BERI.
Research Methodology: KOTHARI. C.R.
Intenet:
www.google.com
www.carwala.com

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