FIELD STUDY REPORT

On

“A Study on Customer Perception towards

Hyundai Motors with special Reference to
Lucknow”

Towards partial fulfillment of

Bachelor of Business Administration (BBA) (Professional)
School of Management, Babu Banarasi Das University, Lucknow

Submitted by
Habib Ashraf
3rd Semester
Roll No- 1170673006

Session 2018-2019

School of Management

Babu Banarasi Das University

Lucknow
 DECLARATION

I hereby declare that the project report entitled “A Study on Customer perception

towards Hyundai Motors with Special Reference to Lucknow” is the produce of my

sincere effort. This field study Report is being submitted by me at “BABU BANARASI

DAS UNIVERSITY, Lucknow” for the Partial fulfillment of the course Bachelor of

Business Administration (Professional) and the report has not been submitted to any other

educational institution for any other course.

(Habib Ashraf)
 ACKNOWLEDGEMENT
Achievement is finding out what you would be then doing, what you have to do. The

higher the summit, the harder is the climb. The goal was fixed and we began with a

determined resolved and put in ceaseless sustained hard work. Greater challenge, greater

was our effort to overcome it.

I take this opportunity to extend my sincere gratitude and profound obligation towards

and my field study Report guide Ms. Mariyam Chandani for giving me valuable

suggestions & guidance rendered to me throughout the field study Report without their

encouragement and continuing support, this field study Report would not have been

possible.

I am highly thankful to other faculty members whose able guidance in this project makes

my way simple & easy.

(Habib Ashraf)
 PREFACE
Field Study Report is an important part of the Management studies. It bears immense

important in the field of Business Management. It offers the student to explore the

valuable treasure of experience and an exposure to real work culture followed by the

industries and thereby helping the students to bridge gap between the theories explained

in the book and their practical implementations.

Research plays an important role in future building of an individual so that we can

understand the real world in which he has to work in future. The theories greatly enhance

our knowledge and provide opportunities to blend theoretical with the practical

knowledge where researcher gets familiar with certain aspect of research. I feel proud to

get myself to do field study Report at topic “A Study on Customer perception towards

Hyundai Motors with Special Reference to Lucknow”.

(Habib Ashraf)
 TABLE OF CONTENT

1. Introduction 1

2. Company Profile 2

3. Objectives of the study 4

4. Research Methodology 5

5. Data Analysis 7

6. Findings 19

7. Recommendations 21

8. Conclusion 22

9. Limitations 23

10. Bibliography 24

11. Annexure 25
 INTRODUCTION

Consumer

A person who purchase or has the capacity to purchase the goods of service often for sale

by the marketing firm in order to satisfy personal need and desires.

Perception

Perception is the sensing of stimuli external to the individual organism the act or process

of comprehending the world in which the individual exists.

Perception has been defined by social psychologists as the “Complex process” by which

people select organize and interpret sensory stimulation in to a meaningful and coherent

picture of the work.

Attitude

Social psychologist defined attitude as an emotionalized predisposition to respond

positively or negatively to an object. Predisposition can be thought of as categories of

meaning stored in the memory of a person and are based on previous experience.

Predisposing the person to have in an specific manner towards a certain objects in the

environment.

Brand

A brand is a name, term, symbol, design or a combination of them which is intended to

identify the goods or services of one seller or group of sellers and to differentiate them

from those of competitors.

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 COMPANY PROFILE

Hyundai Motor India Ltd

new thinking new possibilities

Type Subsidiary

Industry Automotive

Founded May 6, 1996

Sriperumbudur, Chennai

Headquarters Kanchipuram district, Tamil Nadu,

India

Key people Mr. Y K Koo (CEO)

Products Automobiles

Parent Hyundai Motor Company

Website www.hyundai.co.in

2
 Hyundai Motor Company

Industry Automotive
Founded December 29, 1967; 50 years ago
Founder Chung Ju-yung
Headquarters Seoul, South Korea
Area served Worldwide
Key people Chung Mong-koo (Chairman & CEO)
Products Automobiles, commercial vehicles, engines
Production output 4,962 million units (2017)
Revenue US$ 76 billion (2017)
Net income US$6.5 billion (2017)
Total assets US$125.6 billion (2017)
Total equity US$53.4 billion (2017)
Number of employees 104,731 (2017)
Parent Hyundai Motor Group
 Genesis
Divisions  Kia

Subsidiaries List
Slogan New Thinking, New Possibilities
Website hyundai.com

3
 OBJECTIVES OF THE STUDY

 To study the Customer perception towards Hyundai Motors.

 To study satisfaction level of Hyundai cars after sales service.

 To study the various factors that affect the satisfaction level of customers towards
services of cars.

 To study the opinion of the owners of cars regarding its features like mileage,
price etc.

 To study the effect of advertisement on the customers to promote the product.

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 RESEARCH METHODOLOGY
In this study the data were collected by questionnaire cum interview method. There were
two types of data collection, primary data and secondary data. The primary data were
collected by well-constructed questionnaires answered by the respondents also through
personnel interview with respondents & Secondary data was collected from the
newspapers, magazines and Internet.

RESEARCH DESIGN

 Descriptive design was choose to measure the satisfaction level of customers on the

basis of different parameters such as quality, price, features, technology, after sale

services etc.

SAMPLING

 It is the process of extracting a sample from a population. Sampling process is done in

such a way to obtain the data needed and the objectives of the study and to make
appointments influences about the population from the sample was drawn.

SAMPLE AREA
 Lucknow City

UNIVERSE:-

 In research universe refers to total no. of particular items in a defined area on a particular

time.

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SAMPLING UNIT:

 The sampling unit consists of men and women from various background ages, income
levels etc. it refers to the individuals who are to be surveyed.

SAMPLE SIZE:

 The total sample size was 100 respondents for the collection of the data in the
Lucknow City.

SOURCES OF DATA

Primary data:

Primary data are those which are collected a fresh and for the first time, and thus happen

to be original in character. It was collected through questionnaire and personal

interviews.

Secondary data:

The secondary data are those which have already been collected by someone else and

which have already been through the statistical process. The data were collected in the

form of company profile and produce profile from the web sites and news paper. Some of

the books were referred for theoretical concepts.

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 Data Analysis & Interpretation

1. Which model of Hyundai car do you own?

Sl. No Brand No of people

A I10 35
B I20 18
C Santro 27
D Others 20

No of people
I10 I20 Santro Others

20%

35%

27%

18%

Interpretation:-

The following graph shows the percentage number of cars in the total of
100 persons i10 is owned by 35 people, and i20 owned by 18 and Santro
owned by 27 people and others by 20 people.

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 2) Which feature is the best one in Hyundai car ?

Sl.No Feature No of people

A Mileage 20
B Price and style 28
C Quality 40
D All 12

Mileage Price & Style Quality All

12%

20%

40% 28%

Interpretation:-

The following graph shows the number of what features you consider while
you purchase in the total persons Mileage by 20, and Price And style by 28
and by quality 40, and all by 12.

3) How do you feel when you drive Hyundai car?

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 Sl. No RANK No of people
A Good 35
B Better 20
C Best 35
D Poor 10

good better best poor

10%

35%

35%

20%

INTERPRETAION:

From the above table shows that the response of the experience of people while driving
Hyundai cars is good i.e. 35, the next group is better i.e.20, the remaining people who
feel best is 35 and others who feel poor experience are 10 respectively.

4) Are you satisfied with your vehicle’s mileage?

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Sl. No Vehicle’s mileage No of percentage
A Good 60
B Better 20
C Best 13
D Poor 7

Good Better Best Poor

7%

13%

20% 60%

Interpretation:-

The following graph shows the number of people who satisfied with
mileage of the vehicle in the total respondents response given by persons
Hyundai cars is good i.e. 60, the next group is better i.e.20, the remaining people
who feel best is 13 and others who feel poor experience are 7 respectively

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 5) Will you recommend Hyundai product to anybody?

Sl. No Recommendation No of percentage

A Yes 70
B No 30

No
B, 30

Yes
A, 70

Interpretation :-

The following graph shows the number of people who recommend Hyundai
cars in the total persons yes by 70 and No by 30.

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 6) What do you think about Hyundai’s customer service?

Sl. No RANK No of people

A Excellent 40
B Good 20
C Better 30
D Poor 10

excellent good better poor

10%

40%
30%

20%

INTERPRETAION:
From the above table shows that the respondents of the people about Hyundai’s customer
service is excellent i.e. 40, the next group is good i.e.20, the remaining people who feel
better is 30 and others who feel poor experience are 10 respectively.

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 7) How do you feel about company’s response towards customers?

Sl.No Source No of percentage

A Excellent 25
B Good 45
C Better 20
D Poor 10

Excellent Good Better Poor

10%
25%
20%

45%

Interpretation :-

The following graph shows the number of response of customers towards

the products from the total number of 100 people good are 45, Excellent
25, better 20 and poor are 10.

8. Did you receive the product on delivery time?

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 Sl. No Delivery time No of percentage
A Yes 75
B No 25

No
B, 25

A Yes
B No

Yes
A,75

Interpretation: - the following graph shows the number of customers who receive the
product on delivery time is yes by 75 customers and no by 25 customers.

9. Are you satisfied with Hyundai Motors Cars?

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 Sl. No After sales service No of percentage
A Satisfied 90
B Not satisfied 10

satisfied not satisfied

10%

90%

Interpretation:
The number of customers who satisfy/not satisfied with the after sales service of
the company from a number of 100 customers are satisfied 90 and not satisfied
10.

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10. How do you feel the experience at show room?

Sl. No Best Brand Ambassadors No of percentage

A Satisfied 80
B Not satisfied 20

Satisfied Not satisfied

20%

80%

Interpretation:-

The following graph shows the consumer’s experience at show room the number
of customers who satisfy is 80 and who does not satisfy is 20.

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11 Were you offered test drive?

Sl. No Test drive No of people

A Yes 70
B No 12
C Not remember 18

Yes Not Not remember

18%

12%

70%

Interpretation:-

The following graph shows the number of customers who were offered test drive for the
product is yes by 70 customers and no by 12 customers.

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12 Are you satisfied with the Performance of Hyundai cars?

Sl. No Customer response percentage

A Satisfied 71
B Not satisfied 29

fully satisfied just satisfied

29%

71%

INTERPRETAION:

The following table shows that the respondents who satisfied with dealer’s performance
are better71 and good 29.

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 FINDINGS

According to the survey the customers who are already the customer of Hyundai cars are

satisfied with the service of Hyundai, and the public who are planning to purchase a new

car should go for Hyundai because the cars in Hyundai is economical in price, luxurious

in look, comfortable, and trendy in design. These features also attract our young age

group due to the new design, trendy look and style. The following are the findings I

point out from my study:

1. Customers are always demanding, but they don’t have to lose their patience, because

customer is the God for us. If they are creating problems, then also we have to clear all

matters with smile and patience. Make them understand fully that what are the problems

and available solutions for that problem.

2. They are not here to provide comparisons. They have to provide test drive to those

customers only which seem to be the competent customers.

3. They have to make their customers understand about their own need and available

options to satisfy their needs. Customers should be known that money discount is not as

important as their personal satisfaction.

4. They have to integrate the operations of our all departments, so that each and every

department can help in operation of every department and understand other department’s

work.

5. Each and every employee should be having working knowledge of each and every

department, hence job rotation is better option for this.

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6.The management has to understand personal needs of the sales and marketing people,

hence weekly get to gather with top management should be there about technical

and personal problems for the employees where everyone would be free to express

his/her thoughts.

7. When they should be having first meeting with customer, initially they have to make

them understand about financial conditions for available banking and non bankingcompa

nies. Then after they have to give them plan for financial.

8. They should be having one printed information about all formalities for the finance and

it should be given to the customer so that it would be helpful to the customer while

summing up documents for finance.

9. The customers who are having discontinued banking operations they should be given

support by making alliance with related banks, so that it would be easy for the customers

to get loan.

10. Executives may have to check that all documents they are sending to the department.

11. All relevant information should be same for all sections and absolute.

12. First of all, they have to provide one more employee to the exchange department.

Hence, when Mr. R.K. Singh (corporate and exchange dept) would not be free then he

can manage the deal.

13. Customers will not understand the technicality and market conditions hence we have

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

condition.

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 RECOMMENDATION

The overall sales satisfaction index from the study reveals that the company is

performing very well and customers buying are much satisfied with the service given to

them.

 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.

 Some of the customers have also complained about the after

purchase services provided by the showroom. Even though the

complaints are minor, the showroom needs to resolve the customer after purchase

service issues in order to achieve customer satisfaction.

 Hyundai should put a few hoardings in different areas in Lucknow and also

advertise effectively in local cable channel.

 Hyundai should educate the customers about the maintenance of the vehicle.

 Give few attractive schemes at the time of after sales services. Like giving quick

service and charging them reasonably.

 Asking the customers to come regularly for servicing even after the warranty

period.

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 CONCLUSION
 It has been observed that most customers are satisfied with pre sales services

similarly most of these customers are dissatisfied with the post sales service which is

the matter of concern for the company. Hyundai needs to improve some parts of

products specifically the interiors. High customer satisfaction level helps the

company to retain its existing customer as well as generate new customer through

word to mouth publicity.

 Customer satisfaction index is a good tool to make improvements in the products and

services of the company. And therefore should utilize carefully & kept as

confidential as possible.

 The customers of Hyundai are brand loyal with only a small percent want to shift

over to other brands. Trying of other brands by customers is mainly because the

customer wants to try something new.

 The performance of Hyundai is good in comparison to other brands.

 After sales service is the basic feature influencing brand loyalty.

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 Limitations of the study

 The study suffered from time constraints as it is completed within the

short period of one month.

 Sample size is small.

 Area of the study limited.

 Lack of response.

 The data collected and all the ground work that was felt necessary had to

be done by author itself. Thus huge work force was another constraint in

the study.

 There was dearth of free time in hands of the employees. As such carrying

survey and getting the questionnaire filled correctly on time was

challenging.

 Lack of professional approach since researcher is a student.

 I will have to rely upon the information get from secondary sources and

given by respondents, which may not be fully true.

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 BIBLIOGRAPHY

Books:

 Kotler, P (2002),”Marketing Management”, Millennium Edition, Tenth Edition,

Prentice Hall, Inc, A Pearson Education Company, Upper Saddle River, New

Jersey ,pp.

 Hair, Joseph, F., Anderson, Rolph, E. and Tatham Ronald, L. (1987), Multivariate

Data Analysis, New 'fork: MacMillan Publishing Company.

Websites

 http://www.hyundai.com/in/en/AboutUs/Exports/index.html
 http://www.theofficialboard.com/org-chart/hyundai-motor-india
 https://en.wikipedia.org/wiki/Hyundai_Motor_Company
 https://www.scribd.com/doc/47194350/hyundai-ppt
 http://business.mapsofindia.com/automobile/car-manufacturers/hyundai-
motors-india.html

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 Questionnaire

CUSTOMER SATISFACTION INDEX

Details:
Vehicle No: __________________________________________
Model: _____________________________________________
Customer Name: _____________________________________
Telephone No: ________________Mobile:_________________
Date: __________________Customer signature: __________________

Age group
a) 20-30 b) 30-40 c) 40-50 d) Above 50

Occupation?
a) Employee b) business c) NRI d) others

1) Which model of Hyundai car do you own?

a) Santro b) i10 c) i20 d) Other

2) Which feature is the best one in Hyundai car?

a) Mileage b) Price & style c) quality d) Other

3) How do you feel when you drive Hyundai car?

a) Good B) better c) best d) Poor
4) Are you satisfied with your vehicle mileage?
a) Yes b) No

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5) Will you recommend Hyundai Cars to anybody?
a) Yes b) No

6) What do you think about Hyundai’s customer care service?

a) Excellent b) Good c) Better d) Poor

7) How do you feel about company’s response towards customers?

a) Excellent b) Good c) Better d) Poor

8) Did you receive the product on delivery time?

a) Yes b) No

9) Are you satisfied company’s after sales service?

a) Satisfied b) not satisfied

10) How do you feel the experience at the showroom?

a) Satisfied b) not satisfied

11) Were you offered test drive?

a) Yes b) No

12) Are you satisfied with their usage of the car?

a) Fully satisfied b) just satisfied c) not satisfied

13) Please give your comments/suggestions to enable us to improve satisfaction

of customers at this Hyundai authorized showroom.

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