A STUDY ON THE PREFERENCE

AND THE
CUSTOMER SATISFACTION
FOR HYUNDAI CARS AMONG MIDDLE AGED
CUSTOMERS IN CHENNAI

1
 DECLARATION

I Sujeet Kumar  pursuing Bachelor of Business Administration (BBA) from IMS, Noida in

session 2010-2013. I Hereby Declare That This summer training project report titled

“CUSTOMER SATISFACTION ON HYUNDAI MOTORS” is the outcome of my own

effort at M. R. Hyundai organization under the guidance of Mr. SUMIT SHARMA (G.M).

The same report has not been submitted earlier to any institute/University for awarding the any

degree/diploma of ‘Bachelor of Business Administration’ are any other professional course. if

there will be any violation of IPR than I will be solely responsible to that and in institute/

university has right to cancelled my degree.

Date……………

Place SIGNATURE IN FULL..........

Sujeet Kumar

2
 ACKNOWLEDGEMENT

As a student, a lot of guidance is needed to me for preparing this report. I am very grateful to of

Hyundai Motor India Limited without whose guidance and help the Last but not the least I

would like to thanks to Academics without whose feedback and encouragement this

project would not have been possible. Their help has gone a long way in successful

completion of my project.

research would never been possible.

I am also indebted to number of consumers for sharing their insight and experiences with me.

I would like to thank colleagues and friends from IMS, Noida and elsewhere for their help and

assistance in the compilation of this work.

At last but not least, I would like to thanks all those who directly or indirectly helped me to

prepare this project report.

I would like to thank to my external guide Mr. Atulesh Sharma (Faculty of BBA Dept.).

SUJEET KUMAR 
BBA-VITH SEM.

3
 TABLE OF CONTENST

Title Page No.:

Part 1:
 About Customer Satisfaction 5
 Introduction of organization 9
 Brief history of the organization 15
 Organization Performance 16
 Organization products/services 17
 Major challenges of the organization 57

Part 2:
 Introduction of problem 60
 Object of study 61
 Literature review 62
 Scope of study 63
 Research Methodology 64
 Data Presentation
79
68
 Results & Findings
 Suggestion 80
 Limitation 81
 Conclusion 82

Part 3:
 Bibliography 83
 Annexure 84

4
 ABOUT CUSTOMER SATISFACTION:

Customer satisfaction, a business term, is a measure of how products and services supplied by a
company meet or surpass customer expectation. It is seen as a key performance indicator within
business and is part of the four of a Balanced Scorecard.

In a competitive marketplace where businesses compete for customers, customer satisfaction is

seen as a key differentiator and increasingly has become a key element of business strategy.[1]

However, the importance of customer satisfaction diminishes when a firm has increased
bargaining power. For example, cell phone plan providers, such as AT&T and Verizon,
participate in an industry that is an oligopoly, where only a few suppliers of a certain product or
service exist. As such, many cell phone plan contracts have a lot of fine print with provisions that
they would never get away if there were, say, a hundred cell phone plan providers, because
customer satisfaction would be way too low, and customers would easily have the option of
leaving for a better contract offer.

There is a substantial body of empirical literature that establishes the benefits of customer
satisfaction for firms.

A. Introduction
Although companies conduct customer satisfaction research for various reasons, the overall goal
is to help them “stay as close to their customers as humanly possible.”60 Many leading edge
companies and research firms focus on obtaining useful feedback from customers and clients and
converting it into “actionable” steps to improve their performance. Some want feedback from
customers about existing or new products and services. Others want to know how to target their
resources on issues of concern to customers. Still others want to demonstrate a commitment to
listening to their customers. As a by-product, customer feedback can provide actual examples of
good and bad practices for employee training and continuous improvement efforts. The
organization’s objectives define what it wants to learn from customers and guides how the
information is collected. Experts advise that first defining measurable objectives will allow
organizations to “learn the effectiveness of your survey, and it will help you in reinvesting the
information you learned.”62 In general, the research focus is how reliably the organization
fulfills customer satisfaction and what can be done to improve. “The most active verb when you

5
speak in the vocabulary of customer satisfaction is to improve.” How frequently an organization
measures customer satisfaction depends on the nature of its service and what it wants to gain. For
instance, if customers make daily decisions about the services offered, frequent measurement is
appropriate. Many consumer product and service companies need this type of day-to-day or
weekly information.
The National Performance Review (NPR) found that “best-in-business” organizations solicit
feedback from customers before, during, and after service. The methods chosen for measuring
customer satisfaction depend on customer characteristics, time availability, costs, and the
information an organization hopes to gather. Many of the top performing companies identified by
the NPR used sophisticated market research techniques: “Feedback was obtained through
customer focus groups, customer usage and attitude surveys, supplier and partner surveys, and
detailed telephone, mail, and personal interviews. In one case, thousands of customer surveys
were mailed out each week. Another company maintained a detailed database containing all
pertinent facts about its customers’ requirements.”65 Common methods of gathering customer
satisfaction information in the commercial world include 1-800 numbers, comment cards,
telephone surveys, mail-based surveys, focus groups, group interviews, and direct contact
between customers and employees. Recently, online surveys—through pop-up windows, links, or
email invitations—have become popular with many companies. Each method or combination of
methods has advantages and disadvantages. This section describes five strategies for customer
satisfaction research an improvement .

Measuring customer satisfaction

Organizations need to retain existing customers while targeting non-customers. [2] Measuring
customer satisfaction provides an indication of how successful the organization is at providing
products and/or services to the marketplace.

Customer satisfaction is an abstract concept and the actual manifestation of the state of
satisfaction will vary from person to person and product/service to product/service. The state of
satisfaction depends on a number of both psychological and physical variables which correlate
with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also
vary depending on other factors the customer, such as other products against which the customer
can compare the organization's products.

6
Work done by Parasuraman, Zeithaml and Berry (Leonard L) [3] between 1985 and 1988 delivered
SERVQUAL which provides the basis for the measurement of customer satisfaction with a
service by using the gap between the customer's expectation of performance and their perceived
experience of performance. This provides the researcher with a satisfaction "gap" which is semi-
quantitative in nature. Cronin and Taylor extended the disconfirmation theory by combining the
"gap" described by Parasuraman, Zeithaml and Berry as two different measures (perception and
expectation) into a single measurement of performance relative to expectation.

The usual measures of customer satisfaction involve a survey[4] with a set of statements using a
Likert Technique or scale. The customer is asked to evaluate each statement in terms of their
perception and expectation of performance of the service being measured.

Methodologies

This section may contain excessive, poor or irrelevant examples. You can improve the article
by adding more descriptive text. See Wikipedia's guide to writing better articles for further
suggestions. (March 2009)

American Customer Satisfaction Index (ACSI) is a scientific standard of customer satisfaction.

Academic research has shown that the national ACSI score is a strong predictor of Gross
Domestic Product (GDP) growth, and an even stronger predictor of Personal Consumption
Expenditure (PCE) growth. On the microeconomic level, research has shown that ACSI data
predicts stock market performance, both for market indices and for individually traded
companies. Increasing ACSI scores has been shown to predict loyalty, word-of-mouth
recommendations, and purchase behavior. The ACSI measures customer satisfaction annually for
more than 200 companies in 43 industries and 10 economic sectors. In addition to quarterly
reports, the ACSI methodology can be applied to private sector companies and government
agencies in order to improve loyalty and purchase intent. Two companies have been licensed to
apply the methodology of the ACSI for both the private and public sector: CFI Group, Inc.
applies the methodology of the ACSI offline, and Foresee Results applies the ACSI to websites
and other online initiatives. ASCI scores have also been calculated by independent researchers,
for example, for the mobile phones sector,[5] higher education,[6] and electronic mail.[7]

The Kano model is a theory of product development and customer satisfaction developed in the
1980s by Professor Noriaki Kano that classifies customer preferences into five categories:

7
Attractive, One-Dimensional, Must-Be, Indifferent, Reverse. The Kano model offers some
insight into the product attributes which are perceived to be important to customers. Kano also
produced a methodology for mapping consumer responses to questionnaires onto his model.

8
 INTRODUCTION

Introduction of organization

Hyundai Motor India Limited (HMIL) is a wholly owned subsidiary of Hyundai Motor
Company, South Korea and is the second largest car manufacturer and the largest passenger car
exporter from India. HMIL presently markets 34 variants of passenger cars across seven models.
The Santro in the B segment, the Getz Prime, i10 and the Premium hatchback i20 in the B+
segment, the Accent and the Verna in the C segment, the Sonata Transform in the E segment and
the Tucson in the SUV segment.

Hyundai Motor India Ltd, continuing with its tradition of being the fastest growing passenger car
manufacturer, registered total sales of 489,328 vehicles in the calendar year (CY) 2008, an
increase of 49.6 percent over CY 2009. In the domestic market it clocked a growth of 22.4

9
percent with 245387 units in 2010, while overseas sales grew by 92.5 percent, with exports

accounting for 243,931 units in 2009

Vision:
To become one of the top five global

automakers. To achieve this daring vision, the

company initiated a far sweeping corporate

restructing program while bolstering its R&D

efforts to produce automobiles that meet every

higher standard of quality, safety and

environmental friendliness.

Making the best use of synergy effects with Kia

Motors, Hyundai Motor Company has set its

sights on providing the finest customer service,

up-to-date technology, flawless quality and the

best value in the industry. In addition, the

company will focus its R&D efforts on the

development of more environment-friendly

technologies, while at the same time more

HMIL's fully integrated state-of-the-art manufacturing plant near Chennai boasts of the most
aggressively implementing its "Sigma 6,"
advanced production, quality and testing capabilities in the country. In continuation of its
quality improvement campaign that will earn
commitment to provide the Indian customer with global technology, HMIL commissioned its
the greater trust of its customers and ultimately
10
contribute to improved business profitability.

New Technologies.
 is perhaps the most important legacy we can

bequeath to our children and future

generations. Our efforts to develop 'greener'

second plant in February 2010 which produces an additional 300,000 units per annum, raising
technologies are unrelenting as we seek new
HMIL's total production capacity to 600,000 units per annum.
ways to protect the planet from further

environmental damage. The company is

HMIL has invested to expand capacity

placing in line with itsgreater
increasingly positioning
effort ason
HMC's
the global export
hub for compact cars. Apart from the expansion of production capacity, HMIL currently has 272
development of environment-friendly power
strong dealer networks across India, which will be further bolstered in 2010.
plants which are powered by a variety of

alternative10fuels
In 2008, HMIL also successfully completed and which
glorious yearsemit
of less pollutionin India and to
operations
commemorate its achievements, initiated
thanaconventional
unique trans-continental drive from Delhi to Paris in
combustion engines.
two of its hugely popular i10 Kappa cars. Thecar
Future drive created automobile history by completing a
development.
distance of 10,000km in just 17 days after which the i10s were showcased at the Paris Motor
Hyundai Motor Company's ambition to become
Show in October. In fact it was at the Paris Motor Show that HMIL first unveiled the Hyundai
one of the top five global automakers would be
i20 and the car received a phenomenal response from the auto enthusiasts across the world.
impossible
Hyundai Motor India also accomplished to achieve
the landmark withoutthecontinuous
of producing fastest 20th lakh cars in
India in 2008. investment into the development of future-

oriented concept cars that have come to serve

Like 2009, the year 2010 had also been a significant year for Hyundai Motor India. It achieved a
as barometers of competitiveness, technology
significant milestone by rolling out the fastest 400,000th export car. Hyundai exported to over 95
countries globally; even as it plans to and creativity.
continue its thrust in existing export markets, it is gearing
up to step up its foray into new markets. 2007 also saw the launch of the i10 and yet another
path-breaking record in its young journey by rolling out the fastest 1,500,000th car.

Hyundai's new model i10 made a clean sweep of all the 'Car of the Year 2008' awards from the
leading automotive magazines and TV channels like BS Motoring, CNBC-TV18 AutoCar,
NDTV Profit Car & Bike India and Overdrive magazine. The i10 was also the choice of the
discerning automotive media of the country as they conferred the prestigious 'Indian Car of the
Year' (ICOTY) award to the i10 as well.
The Santro and the Accent also received the 'TNS Voice of the Customer - 2008' award
for the Premium Compact Car (Santro) and the Entry Mid size Car (Accent). In March 2008 it
achieved yet another milestone by rolling out the fastest 500,000th export car.
In 2007, the Hyundai Verna had also bagged some of the most prestigious awards starting with
the Overdrive magazine’s ‘Car of the Year 2007’, the ‘Best Mid-size Car of the Year’ award from

11
NDTV Profit Car & Bike India, the ‘Best Value for Money Car’ from CNBC Autocar and
'Performance Car of the Year' from Business Standard Motoring.

Hyundai cars have been a favorite at all awards ceremonies and has won many awards.
The Sonata Embera won the 'Executive Car of The Year 2006' award from Business Standard
Motoring magazine and NDTV Profit Car & Bike India had declared the Tucson as the 'SUV of
The Year 2006'.
Not only this, HMIL has also been awarded the benchmark ISO 14001 certification for its
sustainable environment management practices.

Quality. Brand power. These are the two priorities for Hyundai Motor Company as it prepares
for the future. No longer content to follow and learn, Hyundai is now seeking to lead the motor
industry in shaping the evolution of motor vehicles. With Hyundai's publicly stated goal of
becoming one of the top five carmakers in the world by 2010, the Hyundai brand will require
careful repositioning. Management realizes that achieving this goal will require strong
determination, resolve but, above all, stronger public confidence in the Hyundai name.
It will also carry with it a new set of responsibilities, such as greater transparency in
management and the environmental, social and economic facets of sustainable development. By
publicly announcing a new global environment management body last year, Hyundai reiterated
its commitment to leadership in the social sphere. Hyundai reinforced its place as a top-rated
carmaker by winning the 2003 Global Automotive Shareholder Value Award presented by

12
PriceWaterhouse Coopers and Automotive News. And for the second consecutive year, Hyundai
captured top honors in the Consumers Satisfaction Survey conducted by J.D. Power and
Associates which also rated the Hyundai Sonata first in its 2002 and 2003 Initial Quality
Survey.

By active implementation of four management policies in 2004, Hyundai will accelerate

the speed of development. First, Hyundai will step up global management by establishing local
support systems across the globe to maintain momentum as a growing global player, expand
overseas manufacturing bases and raise R&D capabilities above the industry standard.
Secondly, by repositioning its brand identity to be known as a maker of refined and elegant
automobiles Hyundai will enhance its brand value. And by improving its product development
system Hyundai will maximize the company is value.
Thirdly, Hyundai will maintain its sustainable management capabilities. Hyundai will devote
itself to fulfilling social responsibilities as a global carmaker by development safer and more
environmentally friendly vehicles while respecting fundamental values, striving for ethical
management and expanding contributions to social causes.

Lastly, Hyundai will attach greater importance to human resources. We will expand the
recruitment of engineers and global specialist’s multi-lingual talented individuals who are at
home anywhere in the world.
Hyundai Motor will reinforce its position of strength and confidence by continually improving
its management capabilities.
And by promoting the development of national and international co-prosperity, the company
will raise its net value.

13
SERVQUAL or RATER is a service-quality framework that has been incorporated into
customer-satisfaction surveys (e.g., the revised Norwegian Customer Satisfaction Barometer [8])
to indicate the gap between customer expectations and experience.

J.D. Power and Associates provides another measure of customer satisfaction, known for its top-
box approach and automotive industry rankings. J.D. Power and Associates' marketing research
consists primarily of consumer surveys and is publicly known for the value of its product awards.

Other research and consulting firms have customer satisfaction solutions as well. These include
A.T. Kearney's Customer Satisfaction Audit process,[9] which incorporates the Stages of
Excellence framework and which helps define a company’s status against eight critically
identified dimensions.

For Business to Business (B2B) surveys there is the InfoQuest box[1]. This has been used
internationally since 1989 on more than 110,000 surveys (Nov '09) with an average response rate
of 72.74%. The box is targeted at "the most important" customers and avoids the need for a
blanket survey.

14
BRIEF HISTORY OF HYUNDAI MOTOR COMPANY

Established in 1967, Hyundai Motor Co. has grown into the Hyundai-Kia Automotive Group

which was ranked as the world’s fifth-largest automaker in 2007 and includes over two dozen

auto-related subsidiaries and affiliates. Employing over 75,000 people worldwide, Hyundai

Motor posted sales of US$74.9 billion in 2007 on a consolidated-basis and US$32.8 billion on a

non-consolidated basis. Hyundai vehicles are sold in 193 countries through some 6,000

dealerships and showrooms.

Hyundai is expanding its globalization efforts with fresh investments in China, the United

States and Turkey, apart from India. It has emerged as one of the largest car manufacturers in the

world and is currently positioned at fifth rank globally. The goal is to surge into the global top 3

by 2010.

15
ORGANISATION PERFORMANCE

HMIL gets CSR award from Tamil Nadu Deputy Chief

Minister Mr. M. K. Stalin

Hyundai i10 wins 'Small Family Favourite Car Award'

by CarWale.com

Hyundai i20 wins the ‘Viewer’s Choice Award’ at the

Overdrive CNBC TV 18 Awards 2010.

Hyundai Motor India Ltd wins the award for ‘Customer

Service’ at the Apollo Auto India Best Brand Awards
2010.

Hyundai i20 wins the ‘Design of the Year’ award at the

NDTV Profit Car & Bike Awards 2010.

Hyundai i10 brand ambassador Shahrukh Khan wins the

‘Brand Ambassador of the Year’ award at NDTV Profit
Car & Bike Awards 2010.

16
Organization Products

HMIL presently markets over 34 variants of passenger cars across seven models, the Santro, i10
and Getz in the B segment, the Accent in the C segment, the Verna in the D segment, t Sonata in
the E segment and the Tucson in the SUV segment. Recently it has introduced i-20 in B+
segment.

Santro

Standard Features
Santro
Non-
AC GL GLS
Petrol S S S
Fuel Option LPG - S S
CNG* S S S

Child-Safety Rear Door Locks S S S

Dual Side Impact Beams S S S
Seat Belts - Front & Rear S S S
Safety & Energy Absorbing Steering Column
Security / Collapsible S S S
Day & Night Inside Rear View
Mirror - S S
Central Locking - - S
Self Locking Doors S S S

17
 Clear Headlamps & Tail lamps S S S
ORVM - Passenger Side - S S
Tinted Glass - S S
Body Colour Bumper - - S
Exterior Detachable Bumper Insert
Moulding S S S
Waistline Moulding - - S
Body Colour Radiator Grille S S S
Rear Spoiler - - S
Full Wheel Cover - - S

2 Tone Beige & Brown Interior Key

colour S S S
B & C Pillar Trims S S S
Rear Parcel Tray - S S

Front Speaker Grille on Dashboard S S S

Rear Speaker Grille S S S
Interior
Ash Tray S S S
Front Map Lamp S S S
Silver Finish Centre Console & AC
Vents S S S
Cup holders S S S
Driver side Front Door Map Pocket - - S
Door Trim with Fabric Insert - - S

Seating Capacity 5 5 5
Rear Seat Double Folding S S S
Seating Sporty Front Seats S S S
Integrated Rear Seat Head
Restraints S S S
Beige & Brown Seat Upholstery - S S

Comfort & A/C - S S

Convenience Heater S S S
Trip meter / Odometer S S S
Low Fuel Warning Lamp S S S
Power Steering - S S
Internally Adjustable ORVMs - - S

18
 Power Windows – Front - - S
Remote Fuel Lid Opener S S S
Remote Tail Gate Release S S S
Intermittent Front Wiper & Washer S S S
Technical specification
SANTRO
1.1 L Petrol

Overall Length (mm) 3,565

Overall Width (mm) 1,525
Overall Height (mm) 1,590
Wheelbase (mm) 2,380
Front Track (mm) 1,315
Rear Track (mm) 1,300
Min. Turning Radius (m) 4.4
Seating Capacity 5 Persons
Fuel Tank capacity (litre) 35

DIMENSIONS
Displacement (cc) 1,086
Maximum Power (Ps / rpm) 63 / 5,500
ENGINE Maximum Torque (Kgm / rpm) 9.8 / 3000

5-Speed Manual with

overdrive in 4th and
TRANSMISSION Type 5th

Mc Pherson Strut with

Front Coil Spring

Torsion Beam Axle

SUSPENSION Rear with Coil Spring

Front Ventilated Disc

BRAKES Rear Self Adjusting Drum

155/70 R13, Tubeless

TYRE Size Radial

DESIGN:

19
The new Santro Xing sports stunning design changes which include refreshing exteriors and
new look luxurious interiors. The new front radiator grille, the full wheel cover and the rear
spoiler makes the new Santro Xing aesthetically more appealing and sporty. With metallic
touches at multiple locations and plush new two tone beige and brown color scheme, the new
Santro Xing adds elegance and style to the existing great looks.

ENGINEERING:

ENGINE:
The Hyundai Santro is powered by the advanced Hyundai Epsilon engine. Employing a patented
cylinder head design with dual inlet valves, tumble ports and pent roof combustion chamber, this
engine produces incredible power at a much lower rpm compared to any other car in its category.
With its unique engine management the computer continuously sensing what's happening inside
the engine, to constantly monitoring the engine performance, makes it amazingly responsive to
your touch and feel.
Developed to exacting global specifications at its fully integrated manufacturing plant near
Chennai, the new Hyundai 12V SOHC, inline 4 cylinders, 1086cc Epsilon engine fired by a
Distributor less Ignition System (DLI), delivering an amazing 63Ps of power at 5500rpm and an
impressive torque is 9.8 kgm at 3000 rpm.

The revolutionary DLI System does away with the distributor that wears away and needs
periodic replacement, thereby significantly reducing maintenance cost. The DLI system also
allows for more precise control of spark timing resulting in improved fuel efficiency, reduced
emission and increased power.
The multi-point fuel injection system along with dual intake valves meters the exact amount of
fuel that your engine needs while a Knock Sensor takes care of varying Indian fuel quality.
All these advanced features make the Santro surprisingly fuel efficient and guarantees an engine
efficiency that surpasses Euro II norms.

20
I-10

Standard Feature
1.1 Irde 1.1/1.2 1.2 Kappa
Ast
D-Lite Era Magna Sportz a
EXTERIOR Clear Headlamps
& Rear
Combination
Lamp S S S S S
Outside Rear View
Mirror S S S S S
Tinted Glass S S S S S
Body Colored
ORVM - - S S S
Body Coloured
Bumper - S S S S
Body Coloured
Side Door Handles - - S S S
Body Coloured
Tail Gate Handle - - S S S
Waistline
Moulding - - S S S
Chrom Chrom Chrom Chr
Radiator Grille Silver Finish e e e ome
Rear Spoiler with
HMSL - - - S S
Full Wheel Cover - - S S S

21
 Sunroof - - - - O

1.1 iRDE 1.1/1.2 1.2 Kappa

Ast
D-Lite Era Magna Sportz a
Dual Tone Beige
Interior Key colour S S S S S
Moulded Fr & RR
Door Trim w/
Speaker Provision S S S S S
Rear Parcel Tray - - S S S
Deluxe Front
Room Lamp S S S S S
Cup holders S S S S S
Front Door Map
Pocket - S S S S
Front Door Full
Size Arm Rest - S S S S
INTERIOR
Rear Door Full
Size Arm Rest - - S S S
Driver/Co Driver
Seat Back Pocket - - - S S
Metal Finish Inside
Door Handles - - - S S
Steering Wheel -
Leather Wrapped - - - - S
Gear Shift Knob -
Leather Wrapped - - - - S
Parking Lever Grip
- Leather Wrapped - - - - S
Red Sportz Pack - - - O* -

1.1 iRDE 1.1/1.2 1.2 Kappa

Ast
D-Lite Era Magna Sportz a
INSTRUMEN Tachometer - - S S S
Electronic Trip
T PANEL
meter S S S S S
Electronic S S S S S
Odometer

22
 Digital Clock - - S S S
Low Fuel Warning
Lamp S S S S S
Door & Tailgate
Ajar Warning - - - S S
Seat Belt Warning - - S S S
Ignition key
reminder - - - - S
Battery Saver - - - - S

1.1 iRDE 1.1/1.2 1.2 Kappa

Ast
D-Lite Era Magna Sportz a
i-Relax Front Seats S S S S S
Front Power
Windows - S S S S
Rear Power
Windows with
Child Lock - - S S S
Driver side Front
Power Window
with Autodown
and Illumination - - S S S
Air Conditioner
with Heater S S S S S
4 Speed Blower S S - S S
Motor Driven
COMFORT
(Electronic) Power
&
Steering - S S S S
CONVENIEN Tilt Steering - - S S S
CE Folding type Rear
Seat S S S S S
Internally
Adjustable
ORVMs S S S S S
Foldable Assist
Grips S S S S S
Remote Fuel Lid
Opener S S S S S

23
 Seat Belt Hook
cavity S S S S S
Rear Wiper &
Washer - - - S S
Defogger – Rear - - - S S
Passenger Vanity
Mirror - S S S S
Driver Vanity
Mirror - - - S S
Boot/Luggage
Lamp - - - S S
2 DIN Music
System(Radio+CD
+MP3) with digital
clock display - - - S S
4 Speakers - - - S S
Roof Antenna - - - S S
Automatic
Transmission - - O*** O O**

1.1 iRDE 1.1/1.2 1.2 Kappa

Ast
D-Lite Era Magna Sportz a
RHD Controls S S S S S
Inside Rr View
Mirror (Day &
Night) - S S S S
Central Locking (5
Doors) - S S S S
Keyless Entry
SAFETY & (Key Type) - - - - S
Front - Fog Lamps - - - - S
SECURITY
ABS - - - - S
Seatbelt
Pretensioners - - - - S
Impact Sensing
Auto Door
Unlocking - - - - S
Dual Airbags - - - - S

24
Technical Specification
1.1 iRDE 1.2 Kappa
ITEMS

DIMENSIONS
Overall Length (mm) 3565
Overall Width (mm) 1595
Overall Height (mm) 1550
Wheelbase (mm) 2380
Ground Clearance (mm) 165
Front Track (mm) 1400
Rear Track (mm) 1385
Fuel Tank capacity (l) 35

ENGINE 1.1 iRDE 1.2 Kappa

No.of cylinders 4
No. of valves 12 16
Valvetrain (type) (SOHC /
DOHC) SOHC DOHC
Displacement (cc) 1086 1197
Maximum Power (Ps/rpm) 66.6/5500 80/5200
Maximum Torque
(Kgm/rpm) 10.1/2800 11.4/4000

TRANSMISSION
Manual S S
Type Automatic - O*

SUSPENSION
Mc Pherson
Strut with
Front Suspension Stabilizer bar
Coupled
Torsion
Beam Axle
with Coil
Rear Suspension Spring

BRAKES

25
 Ventilated
Front Disc
Rear Drum

TYRE
Size 155/80 R13

Getz

Standard Features
Getz
1.1 Petrol 1.3 Petrol
GVS
Standard Features GLE GVS Option GLS GLX
Child-Safety Rr Door
Locks S S S S S
HMSL S S S S S
Dual Horn S S S S S
Day & Night Inside
Rear View Mirror S S S S S
Safety & Central Locking (5
Security Door) - S S S S
Clutch Lock S S S S S
Front - Fog Lamps - - - S S
ABS - - - - S
Headlamp Levelling
Device S S S S S
RHD Controls S S S S S

Exterior Both Side ORVMs S S S S S

Tinted Glass S S S S S
Body Colour ORVMs - - - S S
Body Colour Bumper S S S S S

26
 Body Colour Side
Door Handles - - - S S
Body Colour Rear
Garnish S S S S S
Detachable Insert -
Bumper Moulding S S S S S
Waistline Moulding S S S S S
Rear Spoiler with
HMSL - - S S S
Hub Hub Alloy
Wheel Cover Cap Cap Full Full Wheel
Alloy Wheels - - - - S

B & C Pillar Trims S S S S S

2 Tone Beige Interior S S S S S
Rear Parcel Tray S S S S S
Wooden Centre
console - S S S S
Map Pocket - Frnt
Door S S S S S
Front Door Full Size
Arm Rest S S S S S
Rear Door Full Size
Arm Rest S S S S S
Door Trim with
Fabric Insert - S S S S
Centre Console Tray S S S S S
Luggage
Compartment side
tray S S S S S
TGS Knob - Metal
Finish S S S S S
Foldable Assist Grips S S S S S

Tachometer S S S S S
Electronic Tripmeter S S S S S
Instrument
Digital Clock S S S S S
Panel
Low Fuel Warning S S S S S
Door Ajar Warning S S S S S
Tailgate Ajar Warning - - - S S

27
 Seating Capacity 5 5 5 5 5
Rear Seat Double
Folding S S S S S
60:40 Split in rear
Seating Backrest S S S S S
Driver Seat Armrest - - - S S
Reclining Rr Seat
Back Rest S S S S S
Cloth Upholstery Semi Semi Semi Full Full

A/C S S S S S
Heater S S S S S
Blower Speed 4 4 4 4 4
Power Steering S S S S S
Tilt Steering S S S S S
Internally Adjustable
ORVMs S S S S S
Front & Rear Power
Windows - S S S S
Remote Fuel Lid
Comfort &
Opener S S S S S
Convenience Clutch Foot Rest S S S S S
Rear Wiper & Washer - - - S S
Rear Defogger - - - S S
Variable Intermittent
Front Wiper &
Washer S S S S S
Vanity Mirror - Co-
Driver side S S S S S
Power Outlet S S S S S
Roof Antenna S S S S S

Technical Features

Getz Prime
1.1 L PL 1.3 L PL
DIMENSIONS Overall Length (mm) 3825
Overall Width (mm) 1665
Overall Height (mm) 1515
Wheelbase (mm) 2455

28
 Ground Clearance
(mm) 160
Front Track (mm) 1450
Rear Track (mm) 1440
Kerb Weight (Kg) 995 1012-1033
Fuel Tank Capacity
(L) 45

No. of Cylinders 4
Displacement (cc) 1086 1341
Maximum Power
ENGINE
(Ps/rpm) 66.6/5500 82.9/5500
Max. Torque
(kgm/rpm) 10.4/3200 11.8/3200

Mc Pherson Strut with Torsion bar

Front Suspension & coil spring
SUSPENSION
Dependent Torsion beam axle &
Rear Suspension coil spring

Front Discs
BRAKES
Rear Drum

155/80R13 (GLE, 175/70R13

GVS) (GLS)
TYRES
175/70R13 (GVS 175/65R14
Size Option) (GLX)

DESIGN
Inside and out, the GETZ represents an ideal blend of form and functionality. Its unique and
attractive design has been quick to steal the glances on all the roads where it has made its
appearance. With a fresh new Euro- Chic styling, thoughtfully designed interiors and a refined
1.3L SOHC engine, it’s all set to give you your first global driving experience.

ENGINEERING

ENGINE
1.3-litre petrol- The awesome refined 1.3L SOHC provides the Getz Prime with unmatched
power while taking care not to compromise on fuel economy. So wherever in the world you
29
drive, you rest assured that you will get a solid drive that’s also easy on your pocket. Another
reason why it’s a world favorite.

1.1-litre petrol- To enhance your choice the proven powerful, fuel efficient eRLX engine,
remapped to deliver even better performance characteristics, is now available on Getz Prime

TRANSMISSION
Getz offers the standard 5 speed manual transmission which gives an improved shift feel and
requires lesser shifting effort and lesser gear sticking. This transmission is ideal for a car in this
segment in Indian road conditions.

30
I-20

Standard Feature
1.4
1.2 Gamma
ENGINE & TRIM PLAN Kappa 1.4 - PL
– PL CRDi (AT)
SAFETY & SECURITY
Day & Night Inside Rear View Mirror S S S
RHD (Right Hand Drive) Controls S S S
3 point rear centre seat belt S S S
Central Locking (5 DR CLS) S S S
Ignition Key Reminder - CLS disabled S S S
Immobiliser S S S
Impact sensing auto door unlock S S S
Fog Lamps (Rear) S S S
Fog Lamps (Front) - S S
DSL
ABS with EBD only S S
Dual Airbags (Front) - S S
PAB (Passenger Airbag) ON/OFF Switch - S S
Front Seat belt Pretensioners - S S
Side & Curtain Airbags (4 air bags) - - S
EXTERIOR
Wraparound Clear lens headlamps & tail lamps S S S
Body Coloured Bumpers S S S
Body Coloured Outside Mirrors S S S

31
Body Coloured Outside Door & Tailgate Handles S S S
Body Coloured Radiator Grille S S S
Roof Antenna S S S
Full Wheel Covers S - -
Alloy Wheels - S S
Sunroof - - S
175/70 185/65 185/65
Tyre size R14 R14 R14
INTERIOR
2 Tone Beige Interior Colour S S S
Full Fabric Cloth Upholstery S S S
Chrome finish Inside Door Handles S S S
Theatre dimming room lamp S S S
Map Pockets - Front Doors S S S
Centre Console Multi-purpose storage box S S S
Floor console trays (2 nos.) S S S
Cup-holders (2) & Bottle holder S S S
Passenger Side Seat Back Pocket S S S
Rear Parcel Tray S S S
Coat Hook S S S
Luggage hooks (2 nos. in trunk) S S S
Leather Wrapped Steering Wheel - S S
Metallic Insert in Steering Wheel - S S
Leather & Chrome finish Gear Knob - S S
Front map lamps - - S
COMFORT & CONVENIENCE
Air Conditioner with Heater Manual FATC FATC
AC vents with shut off option (front) S S S
Glove Box Cooling S S S
Rear AC Cooling Ducts S S S
Electronic Power steering (MDPS) S S S
Tilt & Telescopic Steering S S S
Power Windows - Front & rear S S S
Power Window Switches

Driver Side Autodown S S S

Driver Side Safety S S S
Illumination S S S
Timelag S S S
60:40 Split Rear Seat with Flat folding facility S S S
Height Adjustable Headrests - Front & Rear S S S
Front & Rear Door Full Size Armrests S S S
Clutch Footrest S S S

32
Rear Defogger with timer S S S
Battery Saver S S S
Cigar Lighter S S S
Portable Ashtray S S S
Luggage Lamp S S S
Internally Adjustable ORVMs S - -
Electrically Adjustable ORVMs - S S
Electrically Folding ORVMs - S S
Height Adjustable Driver Seat - S S
Keyless Entry with Folding Key - S S
Rear Wiper & Washer - S S
AUDIO
In-dash 2 DIN CD+MP3 Music System S S S
4 Speakers & 2 Front tweeters S S S
Aux Aux + Aux +
Audio Inputs - Auxillary & USB only USB USB
Steering Audio Remote - S S
INSTRUMENT PANEL / CENTRE FASCIA DISPLAY
Tachometer S S S
Low Fuel Warning lamp S S S
Door & Tailgate Ajar Warning lamps S S S
Electronic Multi display Meter
Audio display S S S
Dual Trip meter S S S
Driving Time S S S
Digital Clock S S S
Calendar S S S
Outside Temperature S S S
Driver Seat Belt Warning - lamp & chime S S S
Seat Belt Warning (other 4 seats) - S S
Passenger Airbag On/ Off display - S S

33
Technical Features

1.2 Kappa 1.4 Gamma –

ITEMS – PL 1.4 CRDi PL (AT)
DIMENSIONS
Overall Length (mm) 3940
Overall Width (mm) 1710
Overall Height (mm) 1505
Wheelbase (mm) 2525
Front Track (mm) 1505
Rear Track (mm) 1503
Fuel Tank capacity (litres) 45 45 45
ENGINE
No. of cylinders 4 4 4
No. of valves 16 16 16
Valvetrain (type) (SOHC /
DOHC) DOHC
Displacement (CC) 1197 1396 1396
Maximum Power (Ps / rpm) 80/5200 90/ 4000 100/ 5500
Maximum Torque (kgm / 22.4/
rpm) 11.4/4000 1750~2750 13.9/ 4200
TRANSMISSION
5-speed
Type (MT/AT) M/T 5-speed M/T 4-speed A/T
SUSPENSION
Front Suspension Mc Pherson Strut with Gas shock absorber
Couple Torsion Beam Axle with Gas shock
Rear Suspension absorber
Shock Absorbers Gas-filled, Telescopic Dual acting type
BRAKES
Front 14" Disc 14" Disc 14" Disc
Rear 8" Drum 14" Disc 14" Disc
TYRE
175/70 185/65 R14
R14 175/70 R14
185/65
Tubeless tyres, Size R14 185/65 R14

34
Accent

Standard Features
Accent
Executive

Overall Length (mm) 4250

Overall Width (mm) 1670
Overall Height (mm) 1370
Wheelbase (mm) 2440
Dimension & Weight
Ground Clearance (mm) 172
Front Track (mm) 1435
Rear Track (mm) 1425
Fuel tank Capacity (L) 45

Engine No. of Cylinder 4

Displacement (CC) 1495

Max. Power (Ps/rpm) 95/5500

Max. Torque (Kgf-m /
Performance
rpm) 12.7/3500

Transmission Transmission 5 Speed Manual

Mac pherson strut with

Suspension Front Suspension coil spring & stabilizer bar

Dual link with coil spring
Rear Suspension & anti roll bar

Power assisted rack &

Steering
Type pinion

35
 Front Ventilated Disc
Brakes
Rear self adjusting drums

Tyres Type 175/70 R 13

Design
Hyundai Accent has been designed keeping in mind your expectations from a true luxury sedan.
With its smooth blend of design, a zippy responsive engine and well appointed interiors, the
Accent sure packs a lot more thrill into your driving. Accent offers all that a mid-sized sedan can
pack and more.

36
ENGINEERING
1.5 SOHC Engine (Refined power) - The 1.5 SOHC in-line-4-cylinder engine delivers 95 Ps of
power and 12.7 kgm of torque, offering superior refinement and drivability that is a benchmark
for cars in its class.

PETROL ENGINES
Hyundai’s 1.5 Petrol Engine features multi-point fuel injection and come with a state-of-the-art
microprocessor for precise fuel delivery, high velocity air intake and exhaust ports, tumble
airflow, dual intake valves, asymmetric rockers, harmonically balanced cranks and ignition spark
timing. These help make a cleaner burning engine for reduced emissions. This engine is light due
to the use of new materials such as space-age plastics and lightweight aluminum resulting in
more fuel-efficient and more environment friendly engines.

37
Verna

Standard Feature

Model Verna
1.6 1.6 SX 1.5 1.5 SX 1.5 SX
CRDi
VTV VTVT VGT CRDi CRDi
T VGT VGT
Autom
Variant atic
Petr Petrol Diesel Diesel Diesel
Fuel Type ol

Body Color Bumper S S S S S

Chrome Strip on Waistline
Moulding S S S S S
Body Color Door Handles S S S S S
Exterior Body Color ORVM S S S S S
Rear Defogger S S S S S
Full Wheel Cover S - S - -
Alloy Wheels - S - S S
Chrome Rear Garnish S S S S S

Wooden finish panels - S - S S

Power Outlet S S S S S
Clutch Foot rest S S S S S
Front & Rear Door Map
Interior
Pockets with bottle holder S S S S S
Seat back pockets - S - S S
Leather Wrapped Steering
Wheel & Gear Knob - S - S S

Convenience Digital Clock S S S S S

Luggage Net - S - S S
Air conditioner S S S S S
Automatic climate control - FATC - FATC FATC
Electrically Adjustable S S S S S
ORVM

38
 Sun glass holder - S - S S
Tachometer S S S S S
Low fuel warning lamp S S S S S
S
Door Ajar Warning lamp / Lam
chime p S Lamp S Lamp S Lamp S Lamp
Key Not Removed S S S S S
Height Adjustable Front
Seat Belts - S - S S
1 + 1 + 1 +
Tripcom Tripcomp Tripco
Tripmeter 2 puter 2 uter mputer

2 Din Mp3 Player S S S S S

Audio 4 Speakers with Tweeters S S S S S
Micro Antenna S S S S S

60: 40 Split folding Rear

Seats S S S S S
Rear Center Armrest w/

Seating Cup Holder S S S S S

Front seat Center Armrest - S - S S
Dual height Adjustable
Driver Seat - S - S S
Full Cloth Upholstery S S S S S

Power Windows with time

lag S S S S S
Comfort P/Window with Drv side
Auto Down S S S S S
Power & Tilt Steering S S S S S

Central locking system S S S S S

Key less entry - S - S S
Safety Front Fog Lamp S S S S S
Clutch lock system S S S S S
ABS - S - S S

Technical Features

Petrol Diesel
Transmission Type Manual Manual Automatic

39
 Overall Length
(mm) 4,310
Overall Width
(mm) 1,695
Overall Height
(mm) 1,490
Wheelbase (mm) 2,500
Fuel Tank
Capacity (L) 45
Min. Ground
Clearance (mm) 170
175/70
175/70 R14 (1.5
R14(1.6VTVT) CRDi
VGT)
185/65
Tyres 185/65
R14
185/65 R14 (1.5
R14 (1.6 SX SX
VTVT) CRDi
DIMENSIONS VGT)

Displacement 1,599 1,493

Max. Power
(Ps / rpm) 103.2 / 5,500 110 / 4,000
Max. Torque
(kgm / rpm) 14.9 / 3,000 24 / 1,900~2,750
Max. Power 5 Speed 5 Speed 4 Speed
Engine (Ps / rpm) Manual Manual Automatic

Steering Type Power assisted Rack & Pinion

Front MacPherson Strut with Coil Spring and

Anti Roll Bar
Rear Couple Torsion Beam Axle
Suspension Shock Absorbers Gas Type

Engine

40
1.6 DOHC VTVT PETROL ENGINE:
Verna VTVT Petrol engine ensures optimized valve opening & closing for high performance,
low fuel consumption and low NVH (Noise, Vibration, Harshness). It has High Power-to-Weight
ratio (93.82 Ps/ton), High Top Speed (195 Kmph), Maximum Torque at Lower rpm (14.9/3000
kgm/rpm) and High Torque-to-weight ratio (13.55 kgm/ton).

41
1.5 CRDI VGT DIESEL ENGINE:
Verna’s 1.5 CRDi VGT engine maximizes efficiency of turbocharger for improved acceleration
with low fuel consumption & emissions. It has precise valve control for superior performance.
The engine provides more torque-faster pick up and has lesser gear shifts. The low rpm
operations of 1.5 CRDi results in less wear & tear of the engine.

42
Sonata Transform

The modern looks that made Sonata an international favorite over the years are now enhanced by
a number of detailed exterior improvements and some major design changes in the interiors.
Among the at-a-glance bodywork enhancements are the chrome radiator grille, wider front
bumper and air dam, larger headlamp clusters, slimmer body side moldings and the newly
designed 5 spoke 16 inch alloy wheels. Along with the subtle touches of chrome, the two-tone
finish also complements the wood grain and satin embellishments. The thoughtfully designed
dials, knobs and inside door handles add elegance to its premium look. To accompany this new
look, the materials used in the components have been upgraded to improve their appearance, feel
and durability.

STANDARD FEATURES

2.4 Petrol CRDi M/T CRDi A/T

Dual Front Airbags with PAB off
switch S S S
Front Seat Belt Pretensioners w/
Load Limiter S S S
Front Side Air Bags O O O
Curtain Airbags O O O
Height Adjustable Front Seat S S S
Belts

43
 Electro Chromic Mirror (ECM) S S S
Keyless Entry with Security
Alarm S S S
ABS W/EBD S S S
Central Door Locking S S S
Impact sensing door unlock S S S
Safety & Door courtesy Lamp S S S
Security Auto shift
Clutch Lock S S lock

Alloy wheels S S S
Body colour Waistline Moulding S S S
Body Coloured Outside Mirror
Housing S S S
S (w/
S (w/ chrome insert S (w/
Body color Outside door handles chrome ) chromeinsert)
Body coloured bumper inserts S S S
S (with S (with
Exterior &
Rear Defogger timer) S (with timer) timer)
Interior Fog Lamps S S S
Auto head lamp off (battery
saver) S S S
Chrome tipped Twin Exhaust S S S
Glass Antenna S S S
Two tone beige and grey interior S S S
Blue LED illumination S S S
Chrome inside door handles S S S
Woodgrain finish inserts on
Steering, Dashboard & door
panel S S S
Leather Seats & Trim S S S
Leather wrapped steering wheel S S S
Leather finish knob S S S

Tilt & Telescopic Steering S S S

8-Way Adjustable Power Driver
seat S S S
Lumbar Support S S S

44
 Fully Automatic temperature Dual
control Zone Dual Zone Dual Zone
Smart Key - - S
Rear Parking Sensors S S S
ORVMs - Electric retractable S S S
- Electric adjustable S S S
- Heated S S S
S (w/ 2
DIN S (w/ 2 DIN S (w/ 2 DIN
Front center armrest storage) storage) storage)
60 : 40 Split folding Rear seat S S S
Rear Centre Armrest with Cup
Holders S S S
Vanity mirror on sunvisor w/ S (both
illumination side) S (both side) S (both side)
Sun Glass Holder S S S
Rear reading lights S S S
2-DIN MP3 player with USB
and AUX in S S S
Steering audio remote S S S
Front & Rear Speakers with
tweeters S S S
Power outlets - 2 Nos S S S
Front & Rear Power windows
with time lag operation S S S
Driver window with pinch
Comfort & guard, auto down & up S S S
Tachometer S S S
Convenience
Trip computer with distance to
empty & Engine running time S S S

Technical specification

2.0 CRDi 2.0 CRDi

2.4 VTVT M/T A/T
Overall Length (mm) 4800
Overall Width (mm) 1832
Overall Height (mm) 1485
Wheelbase (mm) 2730
Front Track (mm) 1565
Rear Track (mm) 1550

45
 Ground Clearance
(mm) 170
Fuel Tank Capacity
Dimension &
(Litre) 70
Weight
Seating Capacity (Nos.) 5

2.0 2.0
Model Designation 2.4 VTVT CRDi VGT CRDi VGT
No. of Cylinders 4-Cylinder
Fuel system MPFI CRDi CRDi
Engine Displacement (cc) 2359 1991 1991
5 - Speed 6 - Speed 4 - Speed
Transmission Manual Manual H-Matic

Max. Horsepower
Performance (Ps/rpm) 175/6000 150/3850 150/3850
Max. Torque (kg
m/rpm) 23.8/4000 32.1/2000 32.1/2000

Independent Double Wishbone with coil

spring and gas shock absorber and
Suspension Front Suspension antiroll bar
Fully independent Multi-link with coil
springs, Gas shock absorber and anti-roll
Rear Suspension bar

Steering System Rack & Pinion

Steering Hydraulic Power
Assisted Standard

Front / Rear Brakes Ventilated Disc / Solid Disc

Brakes ABS with EBD Yes

Type Alloy
Wheels Wheels 6.5 J X 16
Tyres 215/60 R16 (Tubeless)

DESIGN

46
An aero dynamical marvel the Sonata has a distinct European exterior styling and body design.
The dynamic body contours with prominent edge styling, forceful character lines & sleeker body
make it a show stealer on the road.

ENGINEERING

ENGINES
Sonata is available in 2 different 4-cylinder, powerful engine configurations a 2.0 CRDi VGT
Diesel engine and a 2.4 DOHC VTVT Petrol engine.

PETROL ENGINE
The 2.4 DOHC VTVT Petrol engine is the second generation Theta 4 cylinder petrol engine
features variable valve timing for the exhaust as well as the intake. 2359 cc generates 175 Ps @
6000 rpm and 23.8 Kgm @4000 rpm.

47
CRDi Engine:
2.0 CRDi VGT Diesel
Technical changes to the exhaust gas heat transfer system of the CRDi VGT 1991 cc Diesel
engine , increased power to 150 Ps at 3850 rpm still producing masses of torque (32.1 Kgm at
2000 rpm).

48
Tucson

STANDARD FEATURES

Hyundai Tucson
Roof Rails S
Dual Muffler S
Side Garnish S
Two Tone Body Colour S
Exterior Feature
Chrome Rear Garnish Chrome
Underbody Skid Plate S
Digital Clock S

Audio MP3 Function S

Front Passenger Seat Folding
(Forward) S
Front Center Console Storage
Seating Box S
Front Armrest S
Fog Lamps S
Battery Saver S
Rear Seat Back Hooks S
Shopping Hool S
Cargo Side Pocket S

Technical Features:
Hyundai Tucson
Overall Length(mm) 4325
Overall Width(mm) 1830
Dimension & Weight Overall Height(mm) 1730
Wheel Base(mm) 2630
Tyre Size 215/65R16
Engine Type Turbocharged CRDI

49
 Fuel Diesel
Power 112@4000
Max. Torque (Kg-m@rpm) 25@1800-2800
Transmission Drive System Full time 4-WD
Macpherson strut with Coil
Front Spring
Suspension Rear Dual Link
Pneumatic assisted
Shock Absorbers hydraulic double acting type
Ventilated Disc, Front S
Brakes Disc, Rear S
Antilock Braking System S
Traction Control System S

ENGINEEERING:

ENGINE
The 2.0 liter CRDi engine of Tucson is for those who want the best of everything. The
performance, strength and frugality of a diesel motor together with quietness & smoothness of
petrol is a reality, thanks to the uniformly maintained high pressure in common rail of the 2.0L
CRDi engine. The power and torque are amazing at 112 Ps @ 4000 rpm & 25 kgm at as low as
2000 rpm. And also it has a 4WD system with 5 Speed Transmission.

50
MAJOR CHALLENGES OF HYUNDAI MOTOR

Hyundai Motor's Chung Challenges Brother's Widow With Engineering Bid Plan

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Hyundai Motor Group, parent of South Korea’s two largest carmakers, will bid for a $2.5 billion
stake in Hyundai Engineering & Construction Co., setting up a contest between the nation’s
second-richest man and his brother’s widow.

The group, which includes Hyundai Motor Co. and Kia Motors Corp., will submit a letter of
intent today, it said in a regulatory filing in Seoul.

A successful bid would reunite Hyundai Motor with former affiliate Hyundai Engineering, the
nation’s largest builder. Hyundai Engineering’s creditors, including Korea Exchange Bank, will
accept final bids for their combined 35 percent share in the construction company by Nov. 12,
sale arrangers Bank of America Corp.’s Merrill Lynch & Co., Woori Investment & Securities Co.
and Korea Development Bank said last week.

“Buying into Hyundai Engineering is a part of Hyundai Motor’s efforts to develop a new engine
of growth,” said Yim Eun Young, a Seoul-based analyst at Dongbu Securities Co. “It’s not
unreasonable for Hyundai Motor to consider acquiring a stake if the price is reasonable.”

Hyundai Engineering’s market capitalization is about 8.32 trillion won, pricing a 35 percent
stake at about 2.91 trillion won ($2.5 billion), based on today’s closing share price.

Family Ties

51
Hyundai Motor Group will compete with Hyundai Group, which said today it may submit a
preliminary bid for the stake before Oct. 1. Hyundai Group affiliates Hyundai Merchant Marine
Co., Hyundai Elevator Co. and Hyundai Securities Co. said in August they planned to make an
offer.

Hyundai Motor and its affiliates severed ties with the former Hyundai Group in 2000 as part of a
plan to split the business into three operations, each of which was to be managed by one of
founder Chung Ju Yung’s three sons.

The carmaker is controlled by Chung Mong Koo, the son of the founder, while his brother’s
widow, Hyun Jeong Eun, controls the current Hyundai Group. The old Hyundai Group’s
shipbuilding unit, which includes shipyard Hyundai Heavy Industries Co., was also spun off.

Hyundai Motor is involved in the construction business through its unlisted Hyundai Amco Co.
unit and has no plans to merge it with Hyundai Engineering, it said today. The group also said it
would keep the current workforce at Hyundai Engineering after a takeover.

‘Future Growth’

“We decided to bid for Hyundai Engineering in order to strengthen the group’s business portfolio
for future growth,” Hyundai Motor Group said in a regulatory filing today.

While a stake in Hyundai Engineering could help protect the automaker from a sudden
slowdown in the car business, it risks losing focus if it expands into a new industry, said Park
Hwa Jin, a Seoul-based analyst at Shinyoung Securities Co.

“It’s too early to judge how Hyundai Engineering could contribute to Hyundai Motor Group
while it still has many things to accomplish in the car business, such as adding environmentally
friendly models,” Park said.

Hyundai Motor was unchanged at 161,500 won in Seoul trading today, while Hyundai
Engineering gained 4.9 percent.

Hyundai Merchant Marine, South Korea’s second-largest shipping line, jumped to its highest in
almost three years in Seoul trading. The company rose by the daily limit on speculation a battle

52
for Hyundai Engineering may also lead to a fight for control of the shipping line, said Kang
Seong Jin, an analyst at Tong Yang Securities Inc.

Largest Deal

Should Hyundai Motor Group acquire a stake in Hyundai Engineering, the deal may be its
largest since 1998 when it acquired shares in Kia Motor Corp. for 1.2 trillion won in cash and
assumed debt of 2.7 trillion won, according to data compiled by Bloomberg.

The group plans to finance the acquisition internally, it said today. Hyundai Motor and Kia had
combined cash and equivalents of 9.2 trillion won as of the end of June, according to their
financial statements.

Hyundai Engineering’s creditors plan to sell their stake for as much as 20 percent more than its
market value, an official at one of the creditors said earlier this month. He declined to be
identified because the information isn’t public.

Hyundai Motor Group hired Goldman Sachs Group Inc. and HMC Investment & Securities Co.
as financial advisers while Kim & Chang was picked as a legal advisor to work on the bid, it said
today in the filing, confirming previous local media reports.

To contact the reporter on this story: Sookyung Seo in Seoul at sseo10@bloomberg.net

To contact the editors responsible for this story: Kae Inoue at kinoue@bloomberg.net

53
 INTRODUCTION OF PROBLEM

The company wants to know more about the customers satisfaction. It‘s very important for every

marketer to know about the satisfaction motives of the customers because it helps them to design

programs to retain customers & increase goodwill of the company. It also helps them to increase

brand loyalty. So it becomes a problem for a company to know about customer satisfaction.

 The respondents selected to be interviewed were not always available and willing

to co- operate. Also in some cases the respondents were found to not have the

knowledge, opinion, attitudes or facts related with the products. Moreover our

survey consisted of 182 males and only 15 females which led to gender biasness.

 We have taken the sample size of 200, which cannot determine the satisfaction of

the total customers. The sample has been drawn from only from one service

centre.

54
 OBJECTIVE OF STUDY

1. Evaluating post service satisfaction of Customers.

2. Developing suggestion docket.

3. Increase the customer satisfaction of the MR Hyundai by providing better services & reduce

service time.

4. Study about the problem in the servicing in order to the satisfaction level of the customers.

5. Study service level of the Hyundai provided to their customers.

6. Study about the need of improvement in existing Service system.

55
 LITERATURE REVIEW

Consumer is the central figure of all marketing activities. It is the consumer who determines the

growth, prosperity and even existence of a business enterprise. Hence the marketer should

always feel the pulse of customers. In order to understand the pulse of the customers, the

marketer needs to understand fully the needs of the consumer. It helps him to plan his production

and distribution to suit to the needs and convenience of customers‘ .It also helps him to plan

suitable marketing strategies. Thus it is very essential for every marketer to know his customers

satisfactions. Motive is a strong feeling, instinct, desire or emotion that makes a person to do

something. When a motive makes a person to use a product, then it becomes a customer

satisfaction. Thus customer satisfaction means the influence and considerations which makes a

customer to use a particular product. According to D.J. Duncan, ―customer satisfactions are

those influences or considerations which provide the impulse to use, induce action or determine

choice in the purchase of goods and services. Customer satisfactions are mainly two types,

manifest motives and latent motives. Manifest motives are those motives which are known to the

customer and also ready to admit them. But on the other hand latent motives are either known to

the customer. Customer satisfaction can also be calculated as follows

1 1. Product or patronage motives

2 2. Emotional and rational motives

3 3. Inherent and learned motives

56
Product and patronage motives

 Product motives: it refers to those influences and reasons which

make the consumer to buy a certain product in preference to another. These explain

why people buy a certain product. Product are of two types:

Primary product motives: These motives induce a consumer to purchase general class of the

product. These motives relate to the basic needs of people like hunger, thirst, sleep

57
 SCOPE OF STUDY

MR 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, MR 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.

58
 RESEARCH METHODOLOGY

2.5.1 DESIGNS, TECHNIQUE, AND DATA COLLECTION METHOD

Convenience Sampling was adopted to choose the respondents. The respondents comprised both
male and female of different age groups, from varying income group, coming from different
educational backgrounds.

EXPLORATORY RESEARCH:

As the term suggests, exploratory research is often conducted because a problem has not been
clearly defined as yet, or its real scope is as yet unclear. It allows the researcher to familiarize
him/herself with the problem or concept to be studied, and perhaps generate hypotheses
(definition of hypothesis) to be tested. It is the initial research, before more conclusive research
(definition of conclusive research) is undertaken. Exploratory research helps determine the best
research design, data collection method and selection of subjects, and sometimes it even
concludes that the problem does not exist!

Another common reason for conducting exploratory research is to test concepts before they are
put in the marketplace, always a very costly Endeavour. In concept testing, consumers are
provided either with a written concept or a prototype for a new, revised or repositioned product,
service or strategy. Exploratory research can be quite informal, relying on secondary research
such as reviewing available literature and/or data, or qualitative approaches such as informal
discussions with consumers, employees, management or competitors, and more formal
approaches through in-depth interviews, focus groups, projective methods, case studies or pilot
studies. The results of exploratory research are not usually useful for decision-making by
themselves, but they can provide significant insight into a given situation. Although the results of
qualitative research can give some indication as to the "why", "how" and "when" something
occurs, it cannot tell us "how often" or "how many". In other words, the results can neither be
generalized; they are not representative of the whole population being studied.

2.5.2 PLAN OF ANALYSIS:

 The data obtained through questionnaire was processed using the statistical.

59
  Additional information obtained from various business journals, magazines, newspapers,
websites etc. are also analyzed.
2.5.3 QUESTIONNAIRES:
Questionnaire is an important step in formulating a research design. Once the researcher has
specified the nature of research design, and determined the scaling procedures, he or she can
develop a questionnaire.
Any questionnaire has three specific objectives.
11. It must translate the information needed into a set of specific questions that the
respondents can and will answer.
22. It must uplift, motivate and encourage the respondent to become involved in the
interview, to cooperate, and to complete the interview. Incomplete interviews have
limited usefulness at best.
33. It should be able to minimize response errors.
It was also important as researchers to respect the samples time and energy hence the
questionnaire was designed in such a way, that its administration would not exceed 4-5 minutes.
These questionnaires were personal administered.
This survey is being conducted to find out that whether you are satisfied with the service
provided by Hyundai Motor India Limited. This survey is purely meant for academic purpose
and not for commercial use.
We would be grateful and appreciate your co-operation in filling this questionnaire.

2.5.5 METHOD DATA ANALYSIS:

We have used the software to analyze our data accurately. After the respondents had filled in the
questionnaires, the data was entered into the software and the analysis was made thereby.

2.5.6 FIELD WORK

Fieldwork plays an important role in collecting the data. I have filled up the questionnaire at MR
HYUNDAI. Some important points which I kept in mind while doing the fieldwork.-
1• To make the respondents comfortable before questioning him by introducing myself as
student and ensuring the respondent that all information collected is only for academic
purpose and will be kept confidential
2• Ensure that all the questionnaires are filled by the customers only.
3• Not to lead a person into any preconceived notion

60
4• Not to influence the respondents answers in any way/form.
5• Use simple language, so that the technical language does not intimidate the respondent.

61
SAMPLE STATUS

The sample size is 200 which is chosen from the customers visiting the MR HYUNDAI for
getting their car serviced.

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 DATA PRESENTATION & ANALYSIS

 Which car do you currently use?

140

120

100

80

Count

60

76
40

62

20 44

8
0 2 6 2
Santro I-10 Getz Accent Verna Sonata Tucson
Current car

Interpretation: In our survey, out of 200, 76 of the respondents use Santro followed by 62 of the

respondents use i-10 , 44 of the respondents use Accent. The rest of them were those who use

Getz, Verna, Sonata, and Tucson .

Analysis: When it comes to Hyundai, it is observed that Santro has been the most popular

passenger car followed by i-10. India being a price sensitive market, the main reason behind the

sale of Santro is the price at which they are sold. I-10 being the latest entry has started being

popular. It is then followed by the premium cars like Accent and Sonata and SUV’s like Tucson.

63
 What is the average distance you travel in the car daily?

Interpretation: In our survey, 58.5% of the respondents use at an average of 20 to 50 Kms.

daily followed by 26.5% of the respondents who use 51 to 100 Kms. daily. The rest was followed

by 8.5% who use less than 20Kms. a day followed by only 6.5% who use really long, i.e., more

than 100 Kms. everyday.

Analysis: It has been observed that majority of the respondents travel almost 20 to 50 Kms.

daily. In the busy schedule today, people prefer to travel in their own vehicle rather than relying

on public transport. Only 6.5% of the respondents preferred to drive long, i.e., more than 100

Kms. everyday.

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 How often do you service your car?

Interpretation: 79% of the customers brought in their car for servicing every 4 to 6

months.9.5% serviced their car once in more than 6 months. 8% of their got their car every 2 to 4

months for servicing and only 3.5% of them serviced every 2 months.

Analysis: Majority of the cars were serviced at regular intervals as instructed by the service

manual. i.e., every 4 to 6 months. It also depended on the distance they covered over these

months. Around 3.5% of the cars came for servicing within 2 months. These mainly comprised

of the new vehicles which had come down for the first service.

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  You have availed the services from which of the following service stations?

Analysis: I have limited my survey to MR HYUNDAI only. But there were customers who had

prior serviced their cars at other service centers too. In those cases, I have considered the other

service centre. Majority of 76 respondents serviced their cars at MR HYUNDAI followed by

other service centres like local mechanics or service centre.

Interpretation: Since my survey was limited to MR HYUNDAI, the majority of the respondents

were from MR HYUNDAI.

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  How satisfied are you with the quality of the service?

Interpretation: Most of the respondents were in the category of Extremely satisfied, Quite

satisfied or Slightly satisfied category.75% of the respondents were extremely satisfied with the

quality of service followed by 16.5% respondents who were quite satisfied. 8 out of 200

respondents were slightly satisfied with the quality of service.

Analysis: This is to determine the satisfaction level based on the quality of service. Quality of

the after sales service plays a very important role in making the company a market leader.

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  Rate your satisfaction based on the understated parameters on the following scale at

MR HYUNDAI Service Centre.

Interpretation: 59% of the respondents were satisfied with the service time taken by the service

centre followed by 19.5% who were somewhat satisfied with the service time. Only1% of the

respondents was dissatisfied with the time taken by the service centre.

Analysis: Service Time plays a very important role in satisfying the customers today. In today’s

busy world, no one likes to wait for their cars to get serviced. The faster is the car serviced, the

higher is the level of satisfaction of the customers.

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  Did you ever face a similar problem getting repeated after a service?

If similar problem
have been faced
after the service?

Yes

No

20

80

Interpretation: 20% of the respondents felt that a similar problem was repeated after a service.

Analysis: It brings a bad reputation to the service centre if a similar problem gets repeated. Thus

the company needs to minimize this in order to increase the satisfaction level of the customers.

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 If yes, whether the complaints were attended and successfully rectified?

If yes, whether the

complaints were attended
and successfully rectified?

Yes
No

32

68

Interpretation: 68% of the respondents felt that their complaint was immediately attended and

successfully rectified. 32% of the respondents felt that their complaints weren’t rectified even

after repeated complaints.

Analysis: It is observed that some problems weren’t rectified even after repeated complaints.

Company should seriously take this into consideration and work upon it. It is this factor that

could create a threat to the company.

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 Customers preferring to have their cars picked up for servicing.

Would the customer prefer pick up and drop back

Facility for servicing?

Definitely
Probably
Doesn't make a
difference
No

27.5

60.5

Interpretation: 27.5% of the respondents wanted the service centre to have their car picked up

for servicing. But a majority of 60.5% of the respondents did not want their car to be picked up.

Analysis: I wanted to find out whether the customers were interested in having their cars picked

up for servicing which would save their time and other resources. But it was surprising to know

that most of them were not interested for such a facility.

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 If yes, would the customer pay an additional amount?

If yes, would the

customer pay an
additional amount?
Yes
No

47
53

Interpretation: 53% of the respondents who were interested in having their car picked up said

that they do not mind paying an additional amount for having their car picked up where as 47%

said that they wouldn’t pay any additional amount for this. They felt that it should be a benefit

given to the customers.

Analysis: I wanted to find out if the customers were willing to pay an additional amount for

having their car picked up for service.

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The research basically focuses on:

 Degree of satisfaction based on overall quality of the service.

 Degree of satisfaction based on Information provided by the service centre.

 Degree of satisfaction based on service time.

 Degree of satisfaction based on charges.

Apart from this, I also tried to find out:

 If similar problems have been repeated after service and if yes, whether the complaint

was immediately attended to.

 If the customers would prefer to have their car picked up for service, and if yes, would

they bear an additional amount.

 If the respondents would recommend this service center to others.

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 RESULTS & FINDINGS

 When it comes to Hyundai, it is observed that Santro has been the most popular
passenger car. India being a price sensitive market, the main reason behind the sale of
Santro is the price at which they are sold.
 It has been observed that most of the respondents travel almost 20 to 50 Kms. daily. In
the busy schedule today, people prefer to travel in their own vehicle rather than relying on
public transport. Only 6.5% of the respondents preferred to drive long, i.e., more than 100
Kms. everyday.

 Majority of the cars were serviced at regular intervals in every 4 to 6 months. It also
depended on the distance they covered over these months. Around 3.5% of the cars came
for servicing within 2 months.

 I have limited my survey to MR HYUNDAI only. But there were other customers also
who had prior serviced their cars at other service centers too. In those cases, I have
considered the other service centre. Majority of 76 respondents serviced their cars at MR
HYUNDAI followed by other service centres like local mechanics or service centre.

 This is to determine the satisfaction level based on the quality of service. Quality of the
after sales service plays a very important role in making the company a market leader.

 Service Time plays a very important role in satisfying the customers today. In today’s
busy world, no one likes to wait for their cars to get serviced. The faster is the car
serviced, the higher is the level of satisfaction of the customers.
 20% of the respondents felt that a similar problem was repeated after a service. It brings a
bad reputation to the service centre if a similar problem gets repeated. Thus the company
needs to minimize this in order to increase the satisfaction level of the customers.

 It is observed that some problems weren’t rectified even after repeated complaints.
Company should seriously take this into consideration and work upon it. It is this factor
that could create a threat to the company.

 27.5% of the respondents wanted the service centre to have their car picked up for
servicing. But a majority of 60.5% of the respondents did not want their car to be picked
up.But it was surprising to know that most of them were not interested for such a facility.

 53% of the respondents who were interested in having their car picked up said that they
do not mind paying an additional amount for having their car picked up where as 47%
said that they wouldn’t pay any additional amount for this.
The customers were willing to pay an additional amount for having their car picked up
for service.

74
 SUGGESTIONS:

After sales service plays a very important role in building up the reputation of an Automobile

company. So this is the area in which the company should mainly focus. I hereby suggest some

measures as a feedback from some of the respondents:

 Respondents felt that the service provided by MR HYUNDAI is way better than that of

the other dealers. Hence more company operated workshops are needed to be opened across the

country. It is felt that the other service centres lack genuineness. Customers preferred to come to

this workshop from outstations rather than showing it to the local service or mechanics in the

city.

 Few respondents felt that the paint and body was not upto the mark. It is more prone to

rust. This is an area of concern which the company should look upon.

 Several customers had to come to the workshop with repeated problems. This needs to

be minimized.

 Several customers weren’t happy with the quality of wash in the service centre. This

needs to be checked.

 One of the major areas of concern of the respondents was regarding the booking time.

They felt that the booking time is too long.

5Automobile industry today being one of the most competitive industry, it is only after sales

service which could make a company a market leader.

75
 LIMITATION OF STUDY:

The sample size of our survey is only 200, which cannot determine the behavior of the total

population. Moreover the sample has been drawn only from one service centre in Noida where

the disposable income of an individual is medium.

 The behavior of the customer is unpredictable which may result in the lacking of

accuracy in the data.

 It has been observed that Santro is the maximum selling car of Hyundai Motor and most

of the respondents interviewed were Santro Customers, which led to biasness in the

analysis of the survey.

 Our survey consisted of 182 males and only 18 females, which led to gender biasness.

76
 CONCLUSION:

The report has highlighted the importance of providing the highest customer satisfaction and

how it affects the sales. Though in the month of December, the sales were down, by developing

competitive strategies and by delivering high class products and services, Popular Vehicles and

Services were able to keep their sales momentum. The report emphasizes the importance of

customer loyalty to develop the business.

The study which we conducted on the Four wheeler automobile sector is a very

important topic of automobile sector.

After deep research, analysis and getting information about companies as formulated that the

four wheeler automobile companies achieved success in the market. Throughout the study we

found the four wheeler manufacturer having very new and

77
 BIBLIOGRAPHY

Websites:--

www.automobileindia.com

www.siamindia.com

www.autoblogs.com

www.indiamart.com

www.automobiles.indiabizclub.com

www.indianautomobileindustry.com

www.autocar.com

Magazines :-

Overdrive

Autocar

Books:
 HARPER W. BOYD,JR “MARKETING RESEARCH, published by
Jyoti Publisher, 2006

 RALPH WESTFALL”MARKETING RESEARCH, Himalaya Publishing

House, 2007. P. No: 170

 STANLEY F STARCH”MAKETING RESEARCH, Asia Publishing House,

1960, P. No. 156.

78
 ANNEXURE

All information provided by you will be kept confidential.

Age: [ ] 18-25 [ ] 25-30 [ ] 30-35 [ ] 35-45 [ ] 45-55 [ ] 55-65

[ ] 65 or over

Organization: _____________________

Designation: _____________________

Education: [ ] High School

[ ] Graduate

[ ] Post Graduate

[ ] PhD

[ ] Others_____________

Income: [ ] Less than 3, 00,000

(Per Annum in Rupees) [ ] 3, 00,000 to5, 00,000

[ ] 5, 00,000 to 8, 00,000

[ ] 8, 00,000 to 10, 00,000

[ ] 10, 00,000 to 15, 00,000

[ ] Greater than 15, 00,000

Name:

Phone No.

Sex: [ ] Male [ ] Female

79
1. Which car do you currently use?

[ ] Santro [ ] i-10

[ ] Getz [ ] Accent

[ ] Verna [ ] Sonata

[ ] Tucson

2. What is the average distance you travel in the car daily?

[ ] Less than 20 km [ ] 20 to 50 km

[ ] 51 to 100 km [ ] More than 100 km

3. How often do you service your car?

[ ] Less than 2 months [ ] 2 to 4 months

[ ] 4 to 6 months [ ] Greater than 6 months.

4. You have availed the services from which of the following service stations?

[ ] Deep Hyundai [ ] Arvind Hyundai [ ] MR HYUNDAI

[ ] Others __________

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 5. How satisfied are you with the quality of the service?

[ ] Extremely Satisfied [ ] Quite Satisfied [ ] Slightly Satisfied

[ ] Neither Satisfied nor Dissatisfied [ ] Slightly Dissatisfied[ ] Quite Dissatisfied

[ ] Extremely Dissatisfied

6. Rate your satisfaction based on the understated parameters on the following scale at MR

HYUNDAI Service Centre.

I----------------I-------------I--------------I---------------I

Dissatisfied Somewhat O.K Somewhat Satisfied

Dissatisfied Satisfied

Availability of spares.

Information provided.

Service Time

Charges

7. Did you ever face a similar problem getting repeated after a service?

[ ] Yes [ ] No

9.If yes, are the complaints immediately attended and rectified?

[ ] Yes [ ] No

81
10.Would you prefer somebody form Hyundai Motor India Limited to come to your place

and pick up your car for servicing and drop it back?

[ ] Definitely

[ ] Probably

[ ] Doesn’t make a difference

[ ] No

11.In such case, are you willing to pay an additional amount?

[ ] Yes [ ] No

82