Customer satisfaction and loyalty of hyundai Essay

The memorial of the move begins as early as 1769, with the substructure of steam locomotived automobiles capable of human transport. 1 In 1806, the introductory cars powered by an internal combustion railway locomotive running on give notice gas appe ard, which guide to the introduction in 1885 of the ubiquitous modern gasoline- or petrol- go offed internal combustion engine. The division 1886 is regarded the year of kind of the modern automobile with the Benz Patent-push backwagen, by German armourer elevator carl Benz. Cars powered by voltaic power curtly appe ard at the turn of the 20th century, nonwithstanding for the close part disappeared from rehearse until the turn of the 21st century.The early ex radiation patternation of the automobile dirty dog be divided into a number of eras, based on the prevalent inwardness of propulsion. Later periods were delineate by trends in show up font(prenominal) styling, and size and utility preferences. 1. 1HISTORY OF gondolaS Old Engraving depict the 1771 crash of Nicolas Joseph Cug nons steam-powered car into a stone w solely. The automobile as we kat once it was not invented in a genius day by a single inventor. The history of the automobile reflects an evolution that took home plate globewide. Starting with the first theoretical plans for a motor vehicle that had been drawn up by both Leonardo da Vinci and Isaac refreshedton.In 1769, the in truth first self-propelled itinerary vehicle was a military tractor invented by french engineer and mechanic, Nicolas Joseph Cugnot (1725 1804). Cugnot utilize a steam engine to power his vehicle, fortify under his instructions at the Paris inventory by mechanic Brezin. It was used by the French Army to haul artillery at a whopping speed of 2 1/2 mph on wholly three pedals. The vehicle had to stop every ten to fifteen proceeding to build up steam power. The steam engine and boiler were separate from the rest of the vehicle and displace in the effort (see engraving above).The following year (1770), Cugnot built a steam-powered tricycle that carried four-spot riders. Early voltaic Cars Steam engines were not the only engines used in early automobiles. Vehicles with electrical engines were in any plate invented. Between 1832 and 1839 (the exact year is uncertain), Robert Anderson of Scotland invented the first electric carriage. Electric cars used rechargeable batteries that powered a low electric motor. The vehicles were heavy, slow, expensive, and exacted to stop for recharging frequently. entrance TO INDIAN securities industry The present Indian parsimoniousness is characterized by increasing in the consumption rate. instantly Indian trade is exposed to a upsurge of contests not only from the domestic players but handlewise spheric players. The competition in the merchandise is ride every manufacturer to cut costs and boil down on satisfying the customer which result for certain help him retain his market share and to a fault to enhance it. The customers delight in the business world of selling today. in exclusively the marketers are oriented themselves towards it. 1. 2 MARKETING MARKET The term market is derived from the Latin word Marcatus which means trade, merchandise or plan of business.It means inter movement of the buyers and sellers in the person or through telephone, telegraph, mail etc. MARKETING merchandise is a comprehensive term. It is not a untainted exchange of goods and proceedss. It complicates every last(predicate) those activities connected with the surgery of identifying the take of the customer and then organizing the business accordingly to get a line the studys of the consumer. market is a social and managerial process by which individuals and group obtain what they request and want through creating, offering and exchanging harvestings of value with others. Philip KotlerMarketing is the total system of interacting business activ ities designed to plan, price, promote, and conk wants satisfying products and service, to present and potential customers. Professor William Stanton. CONSUMER lore The term cognizance refers to the carry through act of perceiving and involving of the psychological factors. Perception is the process by which the mind receives organizes and interprets a particular thing. It is estimated that 90 pct of the stimuli that the individual perceives amount through sight and the rest from learning. Price is some(prenominal) other element of marketing mix where learning has its implication.The prat of detection We know that sight perception depends on the flow of photons in through the pupils and absorbed in the retina. Therefore with the operation of our senses we do know at that place is something there peck and is influencing the sensory mechanisms within ourselves but we do not necessarily know what it is that is cause the sense of experience. This gives rise to 2 levels of perception. The first is called straight by perception and is totally forcible the operation of the personal universe following its mechanistic path ways, some of which happen to occur as neural upshots in our brain.The second level of perception is the interpretative perception where our psychology and attention is implicated in the perceptual act. Immediate perception is direct mediated only by physiology of perceiving species. Moving beyond immediate perception such as when a person attends to what they are perceiving, then all the well known aspects induce to the fore. The obvious consequence is that we do not necessarily perceive that which we immediately perceive. The mechanism of immediate perception area destiny of physical events in the physical universe.The away man is generating a perpetual domain of a variationction that is influencing the eye, which in turn is influencing the neurons of the visual cortex. The visual cortex is the reacting part. The interacti on of the visual cortex with other split of the brain and central nervous systems represented by the arrows to thought and emotion is the beginning of the analysis of the sail through act of perception involving the emotive and interpretative elements. This role model of immediate perception says that we immediately perceive reality via the effect a perceptual field has no sensory apparatus of our physiology.The report card of consumers helps firm and organizations break their marketing strategies by understanding issues such as The psychology of how consumers think, feel, reason, and select between dissentent ersatzs ( e. g. brands, products). The psychology of how the consumer is influenced by his or her environment (e. g. , culture, family, signs, media). The behavior of consumers composition shopping or reservation other marketing decisions. Limitations in consumer knowledge or information impact abilities influence decisions and marketing outcome.How consumer motivation and decision strategies differ between products that differ in their level of smashingness or interest that they entail for the consumer. How marketers tin ass convey and improve their marketing campaigns and marketing strategies to more than in effect reach the consumer. Understanding these issues help us presume our strategies by taking the consumer into con postration. We also learn that consumers lead somemultiplication be persuaded more by logical arguments, but at other cartridge holders will be persuaded more by steamy or symbolic aggregations.By understanding the consumer, we will be able to make a more informed decision as to which strategy to employ. CONSUMER demeanor One official definition of consumer behavior is The chew oer of individuals groups, or organizations and the processes they use to select, secure, use, dispose of products, services experiences or idea to satisfy needs and the impacts that these processes arrive on the consumer and troupe. Th is definition brings up some useful points. ? bearing occurs either for the individual, or in the context of a group (e. g., friends influence what kinds of habiliments person wears) or an organization ( pile on the quotation line make decisions as to which products the firm should use). ?Consumer behaviour involves the use and judicature of products as well as the study of how they are purchased. Product use is often of great interest to the marketer, because this may influence how a product is best positioned or how we can encourage increase consumption. Since many environmental problems result from product disposal (e. g. , motor oil organism sent to sewage systems to save the recycling fee, or garbage tidy sum up at landfill) this is also an area of interest.? customer behavior involves services and ideas as well as tangible products. ?The impact of consumer behavior on society is also of relevance. For example, aggressive marketing of high fatten out foods or aggressive m arketing of easy credit may be serious repercussions for the internal wellness and economy. There are several units in the market that can be analyzed. The main trust in this course is the consumer. However we will also need to analyze our own firms strengths and weaknesses and those of competing firms.Finally, we need to assess the marketing environment although we may have developed a product that offers great appeal for consumers a recession may cut collect dramatically. WHO IS THE node? We all think of customers as the people who sit at our tables and pay for the goods and services purchased. exactly they are individuals in their own right. They may be business people, tourists, youngsters, retired couples or celebrities. They cannot be looked upon as an formless group their needs are contrastive and your service should reflect that. A customer is the near meaning(a) person in our business.A customer is a person who comes to us with needs and wants and it is our job to hairgrip them in a manner that is profitable to him/her and ourselves. A customer is not a cold statistic he/she is a human being with feelings and deserves to be treated with respect. A customer is not an interruption to our mold he is the purpose of it. We are not doing him a favour by serving him, he is doing us a favour by giving us the opportunity to do so. A customer deserves the roughly courteous attention we can give. nodes are not dependent on us, we are dependent on them A Customer is anyone who receives the go away you doCUSTOMER blessedness Winning customers hearts and minds is increasingly substantial to customer acquisition and customer retention. It is no affinity that customer gaiety research accounts for much of market research activities. As competitive advantage and differentiation is achieved through product innovation and service mathematical operation (rather than competing on cost), it is indispensable to monitor and manage customer satisfaction levels. Customer satisfaction is not sound about service levels or product attributes. It can be seen as a function of both main components ?perceptions of product and service levels received ? apprehension of product and service levels Customer satisfaction is and so concerned with service delivery/product surgical procedure and expectation watchfulness. Customer satisfaction research delivers notice benefits understanding the underlying drivers of satisfaction identification of set off points where satisfaction management is most needed prioritisation of action areas (minimum input for upper limit return) Identification of customer-supplier interactions, internal processes and departments most ilkly to cause satisfaction/dissatisfaction.Impact on loyalty and propensity to recommend a vital bottom line measurement CUSTOMER SATISFACTION ALSO HELPS YOU TO GET TO GRIPS WITH Customer Expectations Attitude and demeanor Personal Appearance Maintaining Standards Handling Compla ints Getting it amend First Time COMPANY PROFILE 2. 1 ORIGIN OF THE COMPANY HYUNDAI MOTOR COMPANY The Hyundai tug alliance (HMC) was founded in 1947 as Hyundai Engineering and spin Co. by the late Ju-Yung Chung. Hyundai drive Company, established in 1967, is the auto sales leader in the Korean domestic market and exports vehicles to 190 countries worldwide.Hyundai Motor Company operates the worlds largest integrated automobile manufacturing quick-wittedness in Ulsan, on Koreas southeast coast. In 1996, Hyundai opened the Namyang Technology Research Center, which includes a complete evidenceing facility with a 2. 8-mile oval test track and a new $40 million aero acoustic wind tunnel. That same year, 1996, HMC began production at its state-of-the-art Asan Plant, located southeast of Seoul. Hyundai now operates ogdoad research centers in Korea along with four world(prenominal) centers, including Hyundai America Technical Center, Inc.in Ann Arbor, Michigan, and the Hyundai Cal ifornia propose Center in Irvine, California. Hyundais automotive engineering centers employ approximately 4,100 researchers with an one-year budget of volt percent of current revenues. Current research projects include electric-powered vehicles, low-emission gasoline engines, solar-powered vehicles, hydrogen-powered fuel cell vehicles and other alternative fuel vehicles. Hyundai Motor India expressage (HMIL) Hyundai Motor India Limited (HMIL) is a wholly owned subsidiary of Hyundai Motor Company, S.Korea and is the second largest and the fastest growing car manufacturer in India. HMIL presently markets over 18 variants of passenger cars across four models, the Santro in the B department, the phrasal idiom in the C segment, the Sonata in the E segment and the Santa Fe in the SUV segment 2. 2 MARKET SHARE When Hyundai Motor India Ltd (HMI) started producing cars at a place called Irrungattukottai near the South Indian metropolis of Chennai in September 1998 Cut to 2004. The inte grated manufacturing rig set up at an initial investment of US$ 614 million is now the largest manufacturing facility of Hyundai outside Korea.Hyundai India has a market share of about 20 per cent, and its graft rolls out about 600 700 cars per day in two shifts. Hyundai India today sells not two but seven-spot brands Santro, i10, i20, Verna, Elantra, Sonata and Santa Fe. These cars are sold and serviced by a national net hold of 300 sales and service outlets. HMIs Santro and Accent are Indias largest selling brands in the B and C segments. The Santro was rated the Best Small Car in the JD Power Asia Pacific Initial shade and APEAL studies for three years in a row, and proceeds to be one of Indias three most preferred compact cars.The same car is now making important inroads in Europe. Hyundai India sold 42,113 cars in 2012-13, and this year, the are planning to target the largest and most competitive market of them all now, with localisation levels of over 90 percent and th e capability to produce world-class automobiles, Hyundai has made India its small carhub. Businessworld magazine reported in January this year that Hyundai is upping its annual export capacity so that by 2013 it can export 500,000 small cars from its production base in Chennai. The market shares of leading players for the month ofMar, 2013 is as minded(p) below. COMPANYMARKET SHARE Maruti 42. 4 % Hyundai Motors24. 4 % Mahindra09. 9 % Chevrolet11. 5 % Volkswagen03. 9 % Honda02. 1 % Toyota01. 7 % Others04. 1 % TOTAL100 % A BRIEF OVERVIEW OF TRIDENT HYUNDAI Introduction Trident Hyundai started in 1998 at Bangalore with 30 employees and just one Customer Care Centre. Today, Trident Hyundai has over 600 employees spread over Bangalore, Shimoga and Davengere. The philosophy Drive seat a Relationship is a way of work life and is reflected in our deep rooted freight rate almost bordering on obsession towards customer satisfaction.This has helped us in setting up new benchmarks in dealer ship operation and procedures that has been replicated by other automobile dealers in India. We are recipients of many accolades for leap outlence in the areas of sales, services and finance. We are also an ISO 90012000 Company recognise by TUV and have joined the elite group. Trident Hyundai offers a perfect career for those who have the flair to excel at work. Freedom of expression and a contributing(prenominal) work environs foster the employees to exploit their talents to the fullest abilities. rook Orchard at Bangalore has virtually become a landmark of Countrys few multilevel automobile dealership. Our Customer Care Centres are conveniently spread at Yeshwanthpur, Indira Nagar, JP Nagar, Sheshadripuram and Kalyan Nagar with state-of-the-art equipments and qualified technicians to bring home the bacon customer needs. Our goal extends beyond customer satisfaction and we are perpetrate in achieving total Customer Delight. BRANCHES Trident Hyundai 46/4, Garvebhavi Palya, Begur Hobli Hosur Road Bangalore 560068 Tel 080-43433222 Trident Hyundai No. 9, HAL airdrome Road,Kodihalli, beside to Carlton Towers Bangalore-560014 Tel 080-43431111 Trident Hyundai No. 1, Lower Palace Orchards Sankey Road, Next to Cauvery Theater Bangalore 560003 Tel 080-43433333 Trident Hyundai No. 111,122 & 125, B Narayanpura, K. R Puram, Bangalore-560016 Tel 080-67879191 2. 4 PRODUCT PROFILE A. Hatchbacks SANTRO Xing Santro Xing with its new flowing styling, power-assisted brakes, the advanced suspensions, the uniquely responsive applied scholarship is as much a magnificent insane asylum of our drive to delight you as much as a benchmark in engineering excellence.Santro is being produced exclusively in India and the Indian Xing will now drive the World. I10 1. The BSIV compliant 1. 2 Kappa2 engine with VTVT achieved a spectacular fuel mileage of 20. 36 km/litre 2. Best in class ARAI-Certified fuel efficacy among petrol cars in India I20 The Winner of the reputable Viewers Choice Of The course of instruction and Desighn Of The Year Awards, the i20 is all set to sweep you of your feet once again. Reflecting Hyundais design identity, fluidic sculpture, the new i20 boasts more aggressive and chichi design, giving you extra confidence on the road.The New Hyundai i20 is full of clever technology and smart features. spontaneous headlamps, Rain Sensing wipers, Cluch lock function, a prove view position camera and cigarette parking sensors are bar on Style models period B. Sedans Verna Fluidic The 1. 6 L VTVT engine is a bolide which is refined to deliver best-in-segment 123ps 6300 rpm leaving the competition way behind. The engine is tuned to generate optimal efficiency without compromising on power. The new Verna also offers a 1. 4 L VTVT which boasts of similarly unbeatable carrying out and best-in-segment mileage of 17.43 Km/L. The Verna features an ABS system and hexad airbags, including dual face airbags, curtain airbags and side airbags, f or erupt guard ELANTRA The New Elantra comes perfectly handy for all occasions. Speed, agility and power come as standard equipment in Elantra. The design is a culmination of European styling and delightful functionality SONATA Sonatas sophistication really shines from all angles unneurotic with its impressive rear view with its insidious curvature, fine details and unique rear gang lamps.The Sonata is built identical a guard. The car form incorporates numerous structural protection elements like, dual side impact beams, the energy absorbing collapsible focusing column, front and rear furrow zones, cross-bar under the dashboard, engine sub-frame and reenforce bumpers together with the ABS (Anti-locking Braking System), TCS (Traction Control System) and the optional SRS airbag which issues maximum C. SUV Santa Fe The Santa Fes craftsmanship is shake by the heart and completed with technology.You will continue to be pleaseantly surprised by the features you discover end- to-end the vehicle when driving or parked. SAFETY ANTI-LOCK BRAKING SYSTEM(ABS) either cars come with few variants fitted with the revolutionary ABS, as a standard feature. ABS provides improved braking performance and directional perceptual constancy on slippery surfaces CRUMPLE ZONE The knit zones in the new Santro Xing have been further reinforced to correct to the strictest of global unassailablety norms and tested for window dressing and offset impact in the most gruelling test track conditions, so that you drive away with complete peace of mind.The steering column is amply collapsible and minimizes risk of chest injuries in the event of a frontal impact The passenger confine is an original three-box design and is protected by reinforced brand sections in the front and back, dual side-impact proscribe on all doors and large crumple zones in front and rear. The Accent has been Crash Tested to conform to global safety norms and provides optimum driver and passenger saf ety Specially designed to protect the passengers in the event of panic braking, these seats prevent the occupants from slew forward and hurtingthemselves. The Sonata incorporates numerous structural reinforcements like dual side-impact beams, an energy- absorbing collapsible steering column, front & rear crumple zones, cross-bar under the dashboard, an engine sub-frame and reinforced bumpers that make the car a virtual fortress on wheels. The SRS Driver and Passenger Airbags come as standard on the Sonata V6 and as an option on the Sonata Gold. They come as an exclusive package together with ELR Seat Belts and Seat Belt Pretensioners and Load Limiters and provide maximum protection.Integrated with ABS, the EBD apportions braking power between the front and the rear axles according to the number of passengers and weight of the cargo in the trunk for safer, straight line stops. The handsomely sculptured headlamps cluster with four bulbs & clear crystalline lens ensures superior nigh ttime visibility. The projection type veil lamps comes handy in inclement weather conditions. The science of absolute control. Prevents skidding on a slippery road or during harsh braking, also maintains steer ability. electronically apportions the brake force between the four wheels for optimum braking performance.Safety Cell Construction The protective safety cell sits between fore and aft crumple zones that absorb impact forces and keep the driver and passengers out of harms way. Side Impact Protection Front and rear doors are reinforced with special high malleable strength steel members that help absorb side impact forces. Seat-Belt Seat belt pretensioner with load limiter lands the risk of chest injuries. The ultimate in driver and passenger safety. Detects slip in the rear wheel & pulls the vehicle out of difficult & unsafe terrain.The run frame chassis constructed of heavy-duty gauge steel is designed to withstand massive twisting & flexing safely. The wondrous silent HVA C system in the Accent maintains the most nourishable climate inner(a) the car disregarding of the outside temperature. An ultra-sensitive automatic temperature sensing coupled with a powerful aircon and heating system delivers omni-directional air-flow through particularly designed flow control ducts and instantly responds to external temperature changes to keep the cabin climate perfect.The Noise, Vibrations and Harshness dampering is a function of the intelligent design of the Accent. Every single component in this car has been designed to work in perfect harmony so that you can enjoy complete peace and quiet inside your car. This feature makes sure that your driving experience in an Accent is not just effortless, but fun as well. While the steering wheel can be easily Tilted at different convenient angles for easy change, the Power steering gives you great control of the vehicle, not only in city driving conditions but also in case of accidents like tyre bursts.The Accent comes equipped with a tilt & a height cushion adjustment along with sliding and reclining controls that ensure perfect deport and the best back and thigh support for a completely relaxed driving experience. 3. 5 SOCIAL righteousness Hyundai, as a responsible corporate citizen is committed to sustainable social education and the preservation of the environment. All the familys key manufacturing units, including the Indian make have the ISO 14001 certification for its surroundings management practices.As a part of its social responsibility programs, the company conducts various campaigns to spread awareness of in-car safety and safe driving practices, particularly targeted against drunken driving, speeding. As a part of its community instruction projects, the company has choose a few villages around its factory in Tamilnadu and has been working towards the social and economic development of these villages, assisting them in the areas of primary health care, education, basic a menities and oeuvre opportunities.3. 6 prizeS AND ACHIEVEMINTS -SONATA RANKED MOST DEPENDABLE MIDSIZE CAR J. D. POWER AND ASSOCIATES 2013 VEHICLE DEPENDABILITY STUDY -ELANTRA taproom EARNS A 2013 ALGS HIGHEST RESIDUAL appraise awarding -SANTA FE RECEIVES A 2013 ALGS HIGHEST RESIDUAL VALUE AWARD. ELANTRA NAMED ONE OF THE 10 BEST GREEN CARS OF 2012 BY KELLEY BLUE BOOKS KBB. COM. ELANTRA HAS EARNED THIS AWARD FOR THE SECOND STRAIGHT YEAR 3. 7 incoming PROSPECTSThe RD team focuses on the development of new products and technologies that include interior and exterior design changes, development of new generation engines and alternate fuel systems, concept vehicles and advanced passenger safety and comfort systems, in line with evolving customer preferences across the globe. new successes of the team include the development of the Hyundai patented customary Rail Direct Injection (CRDi) engine in association with Detroit Diesel and the award winning arouse Cell Santa FE. EFFORTS Some of the ongoing projects that the Hyundai RD team is involved ininclude the development of the World Engine in association with Daimler Chrysler and Mitsubishi and the development of Automotive Telematics in association with IBM. That the efforts of the Hyundai RD team has paid great dividends to the company is clear from the fact that the companys newly engineered products like the Santa Fe and the Getz have made waves in the global automotive markets and the US Consumer Reports magazine has ranked Hyundai cars in level with that of Honda in its recent fictional character rankings Hyundai Motor India has been awarded the benchmark ISO 14001 certification for its sustainable environment management practices.Living up to its commitment of providing global standards of quality and process management in India, Hyundai had put in place an Environment Management System (EMS)at its manufacturing plant in Chennai right from its project stage. The certification process was completed in a record time of 10 months with Zero NCRs. The assessment was done by TUV SUDDEUTSCHLAND and covered areas like Awareness Training, Technology Upgradation, Recycling, drift Management and fulfilling Government Regulations. HMI is also working on a backward integration strategy that will support vendors of the company in implementing EMS. Hyundai Motor Company, S.Korea, the cite of HMI, has been doing considerable work on sustainable Environment Management The company has a well defined framework in place for developing products that reduce pollutant emissions and processes for preservation of natural resources and energy along all the stages of the product lifecycle from production, sales, use to disposal. The company has also been in the forefront of development of environment friendly technologies like Hybrid Electric Vehicles (HEVs), and Fuel Cell Electric Vehicles (FCEVs) and has been awarded the ISO 14001 certification for all its three major plants in Ulsan, Asan and Jeon ju in S. Korea.