Project Report on Customer Perception : Hyundai

Description
Project Report on Customer Perception : Hyundai

PROJECT REPORT
ON
Customer Perception
IN
“Hyundai.”
BY
GOGURI DAMODAR REDDY
H.T. NO: 130910672060
SUBMITTED IN PARTIAL FULFILLMENT OF THE
REQUIREMENT FOR THE AWARD OF THE
MASTERS !E"REE IN B#SINESS
A!MINISTRATION
2010!2012"
!epartment o$ Business Administration
Ho%y Mary Institute o$ Tec&no%o'y ( Mana'ement
A$$i%iated to Osmania #ni)ersity*
!EC+ARATION
1
I# $%& '()&*+,-(&)# %&*&./ )&012*& $%2$ $%& 3*45&0$ *&34*$ &($,$1&)
6C#STOMER PERCEPTION” 02**,&) 4'$ 2$ HY#N!AI. I+ 7/ 4*,-,(21
84*9 8*,$$&( 2() +'.7,$$&) ./ 7& ,( 32*$,21 :'1:,117&($ 4: M2+$&*;+ D&-*&&
,( B'+,(&++ A)7,(,+$*2$,4( 4: Osmania #ni)ersity. I 21+4 )&012*& $%2$ $%,+
3*45&0$ %2+ (4$ .&&( +'.7,$$&) &2*1,&* ,( 2(/ 4$%&* '(,<&*+,$/ 4* ,(+$,$'$,4(.
D2$&: =2(),)2$& N27&
GOGURI DAMODAR
REDDY
AC,NO-+E!"EMENT
I $29& $%,+ 4334*$'(,$/ $4 &>$&() 7/ 3*4:4'() $%2(9+ 2() )&&3 +&(+&
4: -*2$,$')& $4 $%& 2'$%4*,$,&+ 4: HY#N!AI. F4* -,<,(- 7& $%& 4334*$'(,$/
2
$4 '()&*$29& $%,+ 3*45&0$ 84*9 ,( $%&,* &+$&&7&) 4*-2(,?2$,4(. I 3*4:'+&1/
$%2(9 M*. SAI AARI A++$.M2(2-&*"
M/ +,(0&*& $%2(9+ $4 +&0*&$2*/ H41/ M2*/ I(+$,$'$& 4: T&0%(414-/@
M2(2-&7&($" 3*,(0,321 M*. D*.G.P*2<&&( A'72* HOD M*. B.S')%&&*
G4')# 2() 7/ 3*45&0$ -',)& M*. S*, D*.R.S&&$2 R272 R24. F4* $%& 9,()
&(04'*2-&7&($ 2() 04(+$2($ +'334*$ &>$&()&) ,( 04731&$,4( 4: $%,+ 3*45&0$
84*9. F*47 $%& .4$$47 4: 7/ %&2*$
I 27 21+4 $%2(9:'1 $4 211 $%4+& 8%4 %2<& ,(0,)&($211/ %&13&) 7&#
$%*4'-% $%&,* <21'&) -',)2(0&# 04!43&*2$,4( 2() '(+$,($&) +'334*$ )'*,(- $%&
04'*+& 4: 7/ 3*45&0$.
"O"#RI !AMO!AR RE!!Y
INDEX
S.N4: =ONTENTS PAGE NO.
CHAPTER./ /.0
? INTRODU=TION
S043& 4: $%& S$')/
O.5&0$,<&+ 4: $%& S$')/
M&$%4)414-/ 4: $%& S$')/
L,7,$2$,4(+ 4: $%& S$')/
CHAPTER.1 2.13
3
? REBIEW OF LITERATURE
CHAPTER.4 15.67
? INDUSTRY PROFILES
? =OMPANY PROFILES
CHAPTER.6 60.30
? DATA ANALYSIS AND INTERPRETATION
CHAPTER.3 32.53
? FINDINGS
? SUGGESTIONS
? =ON=LUSION
? QUESTIONNAIRE
? BIBILIOGRAPHY
CHAPTER./
INTRO!#CTION
C
Customer Perception

=4(+'7&*+ 02( &<21'2$& 2 3*4)'0$ 214(- +&<&*21 1&<&1+. I$+ .2+,0 0%2*20$&*,+$,0+ 2*&
,(%&*&($ $4 $%& -&(&*,0 <&*+,4( 4: $%& 3*4)'0$ 2() 2*& )&:,(&) 2+ $%& :'()27&($21
2)<2($2-&+ ,$ 02( 4::&* $4 2 0'+$47&*. G&(&*,0 3*4)'0$+ 02( .& 72)& ),+$,(0$ ./ 2)),(-
<21'& $%*4'-% &>$*2 :&2$'*&+# +'0% 2+ D'21,$/ 4* 3&*:4*72(0& &(%2(0&7&($+. T%& :,(21
1&<&1 4: 04(+'7&* 3&*0&3$,4( ,(<41<&+ 2'-7&($&) 3*43&*$,&+# 8%,0% 4::&* 1&++ $2(-,.1&
.&(&:,$+# +'0% 2+ 0'+$47&* 2++,+$2(0&# 72,($&(2(0& +&*<,0&+# $*2,(,(-# 4* 233&21,(-
32/7&($ 43$,4(+. I( $&*7+ 4: 0473&$,$,4( 8,$% 4$%&* 3*4)'0$+ 2() 04732(,&+# 04(+'7&*+
-*&2$1/ <21'& $%&+& 2))&) .&(&:,$+ 8%&( 729,(- 2 3'*0%2+,(- )&0,+,4(# 729,(- ,$
,734*$2($ :4* 72(':20$'*&*+ $4 '()&*+$2() $%& (4$,4( 4: 2 6$4$21 32092-&” 8%&(
72*9&$,(- $4 $%&,* 0'+$47&*+. F4* &>2731&# 8%&( 72(':20$'*,(- 2'$474$,<& 32*$+# 2 %,-%!
3&*:4*7,(- 3*4)'0$ 8,11 3*4<,)& $%& 0'+$47&* .2+& 8,$% .2+,0 .&(&:,$+# 8%,1& 2)),(-
+32*& 32*$+# $&0%(,021 2++,+$2(0&# 2() +9,11 $*2,(,(- 8,11 4::&* &(%2(0&) 3*43&*$,&+ $4 0*&2$&
2 $4$21 32092-& 8,$% ,(0*&2+&) 233&21 $4 04(+'7&*+.
E

C&an'in' Product Strate'ies

I( ,()'+$*,21 3*4)'0$ )&<&1437&($# 2 72*9&$,(- +$*2$&-/ $%2$ ,+ :1&>,.1& 2() 2)23$,<& $4 0%2(-,(- 72*9&$
0,*0'7+$2(0&+ +$2()+ 2 -*&2$&* 0%2(0& 4: .&,(- &::&0$,<& ,( $%& 14(-!$&*7. P*4)'0$+ 2() 04(+'7&*
3&*0&3$,4(+ 2*& <2*,2.1&# +4 0%2(-&+ ,( +$*2$&-/ 72/ .& *&D',*&) $4 .&$$&* 2))*&++ 0'+$47&* (&&)+#
$&0%(414-,021 )&<&1437&($+# (&8 128+ 2() *&-'12$,4(+# 2() $%& 4<&*211 3*4)'0$ 1,:&!0/01&. B/ 74(,$4*,(-
&>$&*(21 04(),$,4(+ 2() +%,:$,(- 3*4)'0$ )&<&1437&($ 2004*),(-1/# 2 04732(/ 02( .&$$&* $2*-&$ ,$+
04(+'7&*+ 2() 1&2*( $4 *&20$ $4 $%&,* (&&)+. T%& 7254* :20$4*+ $%2$ 02( (&0&++,$2$& 2 0%2(-& ,( 3*4)'0$
+$*2$&-/ ,(01')&:

8 Customer Pre$erences9 F1'0$'2$,4(+ ,( $%& 04+$ 4: 72$&*,21+# (&8 2331,02$,4(
*&D',*&7&($+# 2() 0%2(-,(- .*2() 282*&(&++ 2*& 5'+$ 2 :&8 4: $%,(-+ $%2$ 02( 02'+&
04(+'7&* (&&)+ $4 0%2(-&. A&&3,(- 014+& $*209 4: 0'+$47&* *&+34(+& $4 2 3*4)'0$ 2()
$29,(- $%&,* )&72()+ ,($4 04(+,)&*2$,4( 2*& ,734*$2($ :4* 72,($2,(,(- 72*9&$ +%2*&.
8 Tec&no%o'ica% Ad)ances9 A (&8 $&0%(414-,021 )&<&1437&($ 02( &(-&()&* 2 0%2(-& ,(
2 3*4)'0$ 1,(&# 02'+,(- 3*4)'0$+ $4 (&&) 74),:,02$,4( ,( 4*)&* $4 *&72,( 0473&$,$,<& 4*
*&()&*,(- +47& 3*4)'0$+ 4.+41&$&. F4* &>2731&# :,.&* 43$,0 02.1&+ %2<& *&3120&) 41)&*
02.1&+ ,( 0&*$2,( 2331,02$,4(+ 2() 72(/ .'+,(&++&+ %2<& +8,$0%&) :*47 72,( :*27&
0473'$&*+ $4 3&*+4(21 0473'$&*+. B&,(- 282*& 4: $%&+& 2)<2(0&+ 02( %&13 2 .'+,(&++ +$2/
2%&2) 4: $%& 0'*<&.
8 +a:s and Re'u%ations9 T%& ,731&7&($2$,4( 4: (&8 -4<&*(7&($21 *&-'12$,4(+ 02(
02'+& 0&*$2,( 3*4)'0$+ 4* 72(':20$'*,(- 7&$%4)+ $4 .& *&+$*,0$&)# 1,7,$,(- $%&,* 04(+'7&*
233&21. =4(<&*+&1/# (&8 128+ 02( 21+4 1&() 2( 2)<2($2-& $4 0&*$2,( .'+,(&++ 2()
)&*&-'12$,4( 02( +47&$,7&+ .&(&:,$ 3*4)'0$,4( +$2()2*)+. P*4)'0$ )&<&1437&($ +$*2$&-,&+
7'+$ +%,:$ 2004*),(- $4 $%& 1&-21 12()+023&.
8 Product +i$e.Cyc%es9 T4 3*&+&*<& $%& *2$& 4: -*48$% ,( 3*4:,$ 2() +21&+# 72(/ ,()'+$*,21
04732(,&+ )&0,)& $4 21$&*# ),+04($,('&# 4* *&3120& 41)&* 3*4)'0$+ 8,$% (&8&* 74)&1+ 4*
74*& *&0&($ '3-*2)&+. T%&+& 0%2(-&+ 2*& '+'211/ 72)& 3&*,4),0211/# 21148,(- &>,+$,(-
3*4)'0$+ $%2$ *&20% 72$'*,$/ 4* )&01,(& $4 .& 3%2+&) 4'$ 4* 74),:,&)# $%'+ *&$2,(,(- $%&,*
233&21.
6
Scope o$ t&e study
• T%& +043& ,+ <&*/ 1,7,$&) .&02'+& 2$$,$')& 4: $%& 3&431& 0%2(-& 2004*),(- $4 $%&
$,7&.
• T%& +$')/ ,+ *&+$*,0$&) $4 .4$% H/)&*2.2) 2() R2(-2 R&))/ D,+$ 2() $%2$ $4
274(- 100 *&+34()&($+.
• T%& +$')/ ,+ 04()'0$&) :4* CE )2/+.
• T%& +$')/ ,+ *&+$*,0$&) $4 0&*$2,( 2*&2. S4 ,$ 04'1) (4$ -,<& 2( 200'*2$& 3,0$'*&
2.4'$ A()%*2 P*2)&+% 4: I(),2.
NEE! ;OR THE ST#!Y
F*47 $%& )2/+ 4: ,()'+$*,21 *&<41'$,4( 8%&( -44)+ @ +&*<,0&+ 8&*& 3*4)'0&) $4
$%& 3*&+&($ )2/# $%& &73%2+,+ %2+ +%,:$&) :*47 $%& 3*4)'0&*+ $4 $%& 04(+'7&* 2() %,+
(&&)+# 2() 8,$% $%& 04(+'7&* .&047,(- 74*& ,(<41<&)# ,( $%& 72*9&$,(- 3*40&++ $%&*& ,+
-*&2$&* (&&) :4* ,4*72$,4( *&-2*),(- $%& 04(+'7&* (&&)+. P*&:&*&(0&+ 2() 729,(- $%&7
+2$,+:,&) 4: $%& 3*4)'0$+ @ +&*<,0&+# %2+ 1&) $4 2 04(+$2($ .'$ ,(0*&2+,(- (&&) $4 04()'0$
72*9&$,(- *&+&2*0%.
T%,+ *&+&2*0% ,+ 2( ,(+,-%$ ,($4 $%& 7,() 4: $%& 04(+'7&*# 8,$% $%& %&13 4: 8%,0%
$%& 4*-2(,?2$,4(+ 8,11 .&047& 282*& 4: $%&,* 3,$:211+ 2() ,( $'*( 02( 21+4 729&
,73*4<&7&($+ ,( $%& 3*4)'0$ *&-2*),(- $%& 1&<&1 4: +2$,+:20$,4( 4: $%& 04(+'7&*+ $482*)+
$%&,* 4::&*,(-+ ,( $%& 72*9&$ 3120&.
T%& .2+,0 (&&) 4: $%,+ 3*45&0$ ,+ $4 9(48 $%&” CONS#MER PERCEPTION”
274(-+$ $%& *&+34()&($+# 8,$% *&-2*) $4 HY#N!AI M4$4*+ +&*<,0&+ 2() ,$+ 3*4)'0$+.
7
OBJECTI<ES O; THE ST#!Y

? T4 9(48 +2$,+:20$,4( 1&<&1 2.4'$ S%48 *447F+ 74)&*( 1449,(- &D',37&($ 2()
:,>$'*&+.
? T4 9(48 $%& S%48 *447 3%/+,021 :20,1,$,&+ 2*& <,+'211/ 233&21,(- 4* (4$
? T4 9(48 S%48 *447 04(<&(,&(0& $4 74<& 2*4'() $%& S%48 *447.
? T4 9(48 $%& S%48 *447 3&431& 2*& 9(481&)-&2.1& $4 2(+8&* $%& 0'+$47&*
D'&+$,4(+
? T4 9(48 &7314/&&+ ,( $%& S%48 *447 2*& 3*4<,),(- 8,$%4'$ )&12/ +&*<,0&+ $4 $%&
0'+$47&*+.
? T4 9(48 $%& S%48 *447+ 02( -,<& 3&*+4(21 2$$&($,4( $4 $%& 0'+$47&*+ 4* (4$.
? T4 9(48 $%& S%48 *447 72(2-&7&($ ,+ ,77&),2$&1/ *&+34(),(- $4 0'+$47&*F+
3*4.1&7.
RESEARCH METHO!O+O"Y
O(& 4: $%& ,734*$2($ $441+ :4* 04()'0$,(- 72*9&$,(- *&+&2*0%,(- ,+ $%&
2<2,12.,1,$/ 4: (&0&++2*/ 2() '+&:'1 )2$2. D2$2 0411&0$,4( ,+ 74*& 4: 2( $%2( +0,&(0& $%&
7&$%4)+ 4: 72*9&$,(- *&+&2*0% 2*& ,( 2 82/ $%& 7&$%4)+ 4: )2$2 0411&0$,4(. T%&
+4'*0&+ 4: ,4*72$,4( :211 '()&* $84 02$&-4*,&+.
Interna% sources9
E<&*/ 04732(/ %2+ $4 9&&3 0&*$2,( *&04*)+ +'0% 2+ 2004'($+# *&04*)+# *&34*$+#
&$0.# $%&+& *&04*)+ 3*4<,)& +2731& ,4*72$,4( 8%,0% 02( 4*-2(,?2$,4(+ '+'211/ 9&&3+
0411&0$,(- ,( ,$+ 84*9,(-.
E=terna% sources:
W%&( ,($&*(21 *&04*)+ 2*& ,(+'::,0,&($ 2() *&D',*&) ,4*72$,4( ,+ (4$
2<2,12.1&# $%& 4*-2(,?2$,4(+ 8,11 %2<& $4 )&3&() 4( &>$&*(21 +4'*0&+. T%& &>$&*(21
+4'*0&+ 4: )2$2 2*&:
Primary data9
G
P*,72*/ )2$2 2*& )2$2 -2$%&*&) :4* 2 +3&0,:,0 3'*34+& 4* :4* 2 +3&0,:,0 *&+&2*0%
*&34*$.
F4* +/+$&72$,0211/ 0411&0$,(- $%& )2$2 $%& 014+&) &() D'&+$,4((2,*& ,+ '+&). T%&
D'&+$,4((2,*& 04(+,+$+ 4: D'&+$,4(+ *&12$,(- $4 <2*,4'+ 2+3&0$+ 4: $%& +$')/ :4* 3*43&*
)2$2 0411&0$,4( $%& D'&+$,4((2,*& ,+ ),<,)&) ,($4 2 +&0$,4(+. B4$% $%& +&0$,4(+ 2*& 7&2($
:4* $%& *&+34()&($ 4(1/.
Secondary data9
S&04()2*/ )2$2 2*& )2$2 $%2$ 2*& 0411&0$&) :4* 2(4$%&* 3'*34+& 2() 21*&2)/ &>,+$
+47&8%&*&. D2$2 3&*$2,(,(- $4 04732(/ ,+ 0411&0$&) :*47 04732(/ 8&. +,$& 04732(/
02$214-'&+ 2() 72-2?,(&+. T%& 04732(/ 3*4:,1& -,<&+ 2 )&$2,1&) *&34*$ 4: %,+$4*/
<2*,4'+ 3*4)'0$+ 72(':20$'*& ./ ,$+ &$0.
METHO! O; RESEARCH
S#R<EY METHO!9
A +'*<&/ ,+ 2 04731&$& 43&*2$,4(# 8%,0% *&D',*&+ +47& $&0%(,021 9(481&)-& +'*<&/
7&$%4)+ 2*& 74+$1/ 3&*+4(21 ,( 0%2*20$&*. S'*<&/+ 2*& .&+$ +',$&) :4*-&$$,(- 3*,72*/
)2$2. T%& *&+&2*0%&* 4.$2,(+ ,4*72$,4( :*47 $%& *&+34()&($+ ./ ,($&*<,&8,(- $%&7.
SAMP+IN"9
I$ ,+ (4$ 2182/+ (&0&++2*/ $4 0411&0$ )2$2 :*47 8%41& '(,<&*+&. A +7211
*&3*&+&($2$,<& +2731& 72/ +&*<& $%& 3'*34+&. A +2731& 7&2(+ 2 +7211 -*4'3 +%4'1) .&
&72(2$,<& 0*4++ +&0$,4( 2() *&211/ 6*&3*&+&($2$,<&” ,( 0%2*20$&*. T%,+ +&1&0$,4( 3*40&++
,+ 0211&) +2731,(-.
SAMP+E SI>E9
S2731&+ 2*& )&<,0&+ :4* 1&2*(,(- 2.4'$ 12*-& 72++&+ ./ 4.+&*<,(- 2 :&8 ,(),<,)'21+.
T%& +&1&0$&) +2731& ,+ 100.I,( $%2$ +2731& EG ,+ 721&+ 2() C2 2*& :&721&+.
9
METHO! O; SAMP+IN"
RAN!OM SAMP+IN" METHO!
T%& 7&$%4) 2)43$&) %&*& ,+ *2()47 +2731,(- 7&$%4). A *2()47 +2731& ,+ 4(&
8%&*& &20% ,$&7 ,( $%& '(,<&*+& %2+ 2+ &D'21 0%2(0& 4: 9(48( 4334*$'(,$/ 4: .&,(-
+&1&0$&).
RESEAR=H INSTRUMENT
?#ESTIONNAIRE9
A Q'&+$,4((2,*& ,+ 02*&:'11/ 04731&$&) 14-,021 +&D'&(0& 4: D'&+$,4( ),*&0$&) $4 2
)&:,(& 4.5&0$,<&. I$ ,+ $%& 4'$ 1,(& 4: 8%2$ ,4*72$,4( ,+ *&D',*&) 2() $%& :*27&84*9
4( 8%,0% $%& )2$2 ,+ .',1$ '34(. Q'&+$,4((2,*& ,+ +4( 04774(1/ '+&) ,( +&0'*,(-
72*9&$ ,4*72$,4( $%2$ ,$+ 3*&32*2$,4( )&+&*<&+ '$74+$ +9,11 2() 02*&.
;ORMS O; ?#ESTIONS
OPEN EN!E! ?#ESTIONS:
T%&/ 2*& )&+0*,3$,<& ,( (2$'*&. R&+34()&($+ 2*& 21148&) $4 2(+8&* ,( $%&,* 48(
84*)+. S'0% D'&+$,4(+ .'/,(- $%& 20$'21 43,(,4( 4: $%& *&+34()&($ + *&-2*),(- +*<,0&+.
C+OSE! EN!E! ?#ESTIONS:
10
T%&/ 2*& (4$ )&+0*,3$,<& ,( (2$'*&. T%&/ 8,11 .& -,<&( 0&*$2,( 0%4,0&+ 2() $%&
*&+34()&($+ %2<& $4 0%44+& 0%4,0& 274(- $%&7. T%&/ 729& 2(21/+,+ &2+/ .'$
+47&$,7&+ $%&/ *&+$*,0$ $%& *&+34()&($+F 0%4,0&+.
TYPES O; C+OSE! EN!E! ?#ESTIONS:
!ICHOTAMS: 2 D'&+$,4( 4::&*,(- $84 2(+8&*+ 0%4,0&.
M#+TIP+E CHOICE: 2 D'&+$,4( 4::&*,(- $%*&& 0%4,0&+.
RATIN" SCA+E: 2 +021& $%2$ *2$&+ +47& 2$$*,.'$&+ :*47 6344*” $4
6&>0&11&($”.
+IMITATIONS O; THE ST#!Y

? T,7& ,+ $%& 72,( 1,7,$2$,4( :4* $%& +$')/# 2+ 3*45&0$ 82+ *&+$*,0$&) 4(1/ :4* CE
)2/+.
? T%& 7&$%4)+ '+&) ,( $%,+ 3*45&0$ 2*& *2()47 +2731,(- 7&$%4)+ 2() *&+'1$+
4.$2,(&) 72/ (4$ .& 200'*2$&1/ :'11/ 200'*2$& 2() .&1,&<2.1&.
? T%& *&+&2*0% %2+ .&&( 0&($&*&) $4 4(1/ O(& %'()*&) ='+$47&*+ 4: HYUNDAI
:*&+%
? T%& 2(21/+,+ ,+ 3'*&1/ .2+&) 4( 014+&) &()&) D'&+$,4(+ 2() )'& $%&,* )&1,.&*2$&
72(,3'12$,4(# ,734*$2($ ,4*72$,4( 72/ .& 14+$ 2() &<&( .2**,&*+ 4:
0477'(,02$,4( 84'1) 02'+& 2 1,7,$2$,4(.
? T%& 8%41& 3*45&0$ *&+&2*0% 82+ 04,(&) $4 4(1/ 0'+$47&*+ 4: HYUNDAI
F*&+%H.
11



CHAPTER.1
RE<IE- O; +ITERAT#RE
12
Perception
I( 3%,14+43%/# 3+/0%414-/# 2() 04-(,$,<& +0,&(0&# perception ,+ $%& 3*40&++ 4: 2$$2,(,(-
282*&(&++ 4* '()&*+$2(),(- 4: +&(+4*/ ,4*72$,4(. T%& 84*) I3&*0&3$,4(I 047&+ :*47
$%& L2$,( 84*)+ perceptio, percipio, 2() 7&2(+ I*&0&,<,(-# 0411&0$,(-# 20$,4( 4: $29,(-
34++&++,4(# 233*&%&(+,4( 8,$% $%& 7,() 4* +&(+&+.I
P&*0&3$,4( ,+ 4(& 4: $%& 41)&+$ :,&1)+ ,( 3+/0%414-/. T%& 41)&+$ D'2($,$2$,<& 128 ,(
3+/0%414-/ ,+ $%& W&.&*!F&0%(&* 128# 8%,0% D'2($,:,&+ $%& *&12$,4(+%,3 .&$8&&( $%&
,($&(+,$/ 4: 3%/+,021 +$,7'1, 2() $%&,* 3&*0&3$'21 &::&0$+. T%& +$')/ 4: 3&*0&3$,4( -2<&
*,+& $4 $%& G&+$21$ +0%441 4: 3+/0%414-/# 8,$% ,$+ &73%2+,+ 4( %41,+$,0 233*420%.
W%2$ 4(& 3&*0&,<&+ ,+ 2 *&+'1$ 4: ,($&*312/+ .&$8&&( 32+$ &>3&*,&(0&+# ,(01'),(- 4(&F+
0'1$'*&# 2() $%& ,($&*3*&$2$,4( 4: $%& 3&*0&,<&).
Types
13
T84 $/3&+ 4: 04(+0,4'+(&++ 2*& 04(+,)&*2.1& *&-2*),(- 3&*0&3$,4 3%&(47&(21 2(/
400'**&(0& $%2$ ,+ 4.+&*<2.1& 2() 3%/+,021" 2() 3+/0%414-,021. T%& ),::&*&(0& &<&*/
+,-%$&) 3&*+4( 02( )&74(+$*2$& $4 %,7! 4* %&*+&1: ,+ ./ $%& +,731& 43&(,(- 2() 014+,(- 4:
%,+ 4* %&* &/&+: 3%&(47&(21 04(+0,4'+(&++ ,+ $%4'-%$# 4( 2<&*2-&# $4 .& 3*&)47,(2$&1/
2.+&($ 8,$%4'$ +&(+&+ +'0% 2+ +,-%$. T%*4'-% $%& :'11 4* *,0% +&(+2$,4(+ 3*&+&($ ,( +&(+&+
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26
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27
A$ $%,+ $,7& $%& 04(+'7&* 04732*&+ $%& .*2()+ 2() 3*4)'0$+ $%2$ 2*& ,( $%&,* &<49&) +&$.
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29
CHAPTER.4
IN!#STRY PRO;I+E
(
COMPANY PRO;I+E
AutomoBi%e industry in India
30
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31
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32
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HISTORI=AL INDUSTRY DEBELOPMENTS:
I(),2( ,+ $%& +&04() 12*-&+$ 72(':20$'*&* 2() 3*4)'0&* $4 $84 8%&&1&*+ ,( $%&
W4*1). I$ +$2()+ (&>$ 4(1/ $4 O232( 2() =%,(2 ,( $&*7+ 4: $%& ('7.&* 4: B 3*4)'0&) 2()
)47&+$,0 +21&+ *&+3&0$,<&1/. T%,+ )&+$,(2$,4( 82+ 20%,&<&) )'& $4 <2*,&$/ 4: *&2+4( 1,9&
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+/+$&7 &$0. T%& I(),2( $84!8%&&1&*+ ,()'+$*/ 72)& 2 +7211 .&-,((,(- ,( $%& &2*1/ E0+
8%&( A'$474.,1& 3*4)'0$+ 4: I(),2 API" +$2*$&) 72(':20$'*,(- +044$&*+ ,( $%& 04'($*/.
U($,1 19EG# API 2() E,&1) 8&*& $%& +41& 3*4)'0&*+.
T%& $84 Q8%&&1&*+ 72*9&$ 82+ 43&(&) 8&*& 43&(&) $4 :4*&,-( 0473&$,$,4( ,( $%&
7,)!G0+. A() $%& $%&( 72*9&$ 1&2)&*+!E+04*$+ 2() E,&1) Q 8&*& 02'-%$ '(282*& ./ $%&
33
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,( 2 )&01,(& 4: 1EW ,( 1991 2() GW ,( 1992# *&+'1$,(- ,( 2 3*4)'0$,4( 14++ 4: 0.C7(
<&%,01&+. B2**,(- H&*4 H4()2# 211 $%& 7254* 3*4)'0&*+ +'::&*&) :*47 *&0&++,4( ,( FY93
2() FY9C. H&*4 H4()2 +%48&) 2 72*-,(21 )&01,(& ,( 1992.
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,(3'$ 04+$+ 2() *&)'0&) 3'*0%2+,(- 348&* )'& $4 +,-(,:,02($ 1,9& ,(0*&2+&) 3*4)'0$,4( ,(
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),+$*,.'$,4(. I( $%& +%4*$ $&*7# 72*9&$ +%2*&+ 4: ,(),<,)'21 72(':20$'*&*+ 2*& -4,(- $4 .&
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72(':20$'*&*+.
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4: $*2(+34*$# +21&+ 4: $84!8%&&1&*+ 8,11 *,+&. P&(&$*2$,4( ,+ &>3&0$&) $4 ,(0*&2+& $4
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T%& 74$4*0/01& +&-7&($ 8,11 04($,('& $4 1&2) $%& )&72() :4* $84!8%&&1&*+ ,( $%&
047,(- /&2*+. M4$4*0/01& +21& ,+ &>3&0$&) $4 ,(0*&2+& ./ 20W /4/ 2+ 04732*&) $4 1W
-*48$% ,( $%& +044$&* 72*9&$ 2() 3W ./ 743&) +21&+ *&+3&0$,<&1/ :4* $%& (&>$ $84 /&2*+.
3C
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T%,+ ,+ )'& $4 41,-4341/ .&$8&&( $43 :,<& 312/&*+ ,( $%& +&-7&($# 04732*&) $4 $%,*+$/
72(':20$'*&*+ ,( $%& .,9& ,()'+$*/.
E=ports
I(),2 %2+ &7&*-&) 2+ 4(& 4: $%& 84*1)J+ 12*-&+$ 72(':20$'*&*+ 4: +7211 02*+. A004*),(- $4
New York Times# I(),2J+ +$*4(- &(-,(&&*,(- .2+& 2() &>3&*$,+& ,( $%& 72(':20$'*,(- 4:
148!04+$# :'&1!&::,0,&($ 02*+ %2+ *&+'1$&) ,( $%& &>32(+,4( 4: 72(':20$'*,(- :20,1,$,&+ 4:
+&<&*21 2'$474.,1& 04732(,&+ 1,9& H/'()2, M4$4*+# N,++2(# T4/4$2# B419+82-&( 2()
S'?'9,.
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312(+ $4 &>34*$ 2E0#000 <&%,01&+ 72(':20$'*&) ,( ,$+ I(),2 312($ ./ 2011. S,7,12*1/#
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2011.
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2(('21 02320,$/ 4: 2E0#000 02*+ :4* USXE00 7,11,4(. T%& 02*+ 8,11 .& 72(':20$'*&) .4$%
:4* $%& I(),2( 72*9&$ 2() :4* &>34*$. T%& 04732(/ +2,) $%2$ $%& 312($ 82+ 2 32*$ 4: ,$+
312( $4 729& I(),2 $%& %'. :4* ,$+ -14.21 3*4)'0$,4( .'+,(&++. F,2$ M4$4*+ 21+4 2((4'(0&)
$%2$ ,$ 84'1) +4'*0& 74*& $%2( USX1 .,11,4( 84*$% 2'$4 04734(&($+ :*47 I(),2.
A004*),(- $4 B1447.&*- L.P.# ,( 2009 I(),2 +'*32++&) =%,(2 2+ A+,2J+ :4'*$% 12*-&+$
&>34*$&* 4: 02*+.
Indian automoBi%e companies
3E
NotaB%e Indian automoBi%e manu$acturers
• As&oA +ey%and
• C&inAara Motors: B&20%+$&*# H277&*# R42)+$&* 1.GS# R409+$&*# O&&3+$&*#
S2,1+$&*.
• ;orce Motors
• Hindustan Motors: A7.2++2)4*.
• Ma&indra: M254*# Y/14# S04*3,4.
• Maruti SuCuAi: G00# A1$4# W2-4(R# E+$,14# AS$2*# R,$?# S8,:$# S8,:$ DT,*&# SYC#
O7(,# B&*+2# G/3+/
• Premier: S,-72# R42)+$&*# R,O.
• San Motors: S$4*7
• TOYOTA Motors: N2(4# I(),02# I(),-4# S'74# S2:2*,# TL.A*,2
E%ectric car companies in India
• A52($2 G*4'3
• M2%,()*2
• H&*4 E1&0$*,0 REBA
• T2*2 I($&*(2$,4(21
• TOYOTA M4$4*+
NotaB%e Mu%ti.nationa% automoBi%e manu$acturers
+oca%%y manu$actured AutomoBi%es o$ Mu%ti.nationa% Companies
• Audi: AC# A6.
• BM-: 3 S&*,&+# E S&*,&+.
• C&e)ro%et: S32*9# B&2$# A<&4 U!BA# A<&4# O3$*2# =*'?&# T2<&*2.
• ;iat: P21,4# G*2()& P'($4# L,(&2.
• ;ord: I94(# F,&+$2# F'+,4(# E()&2<4'*# F,-4
• Honda: O2??# =,$/# =,<,0# A004*).
• Hyundai: S2($*4# ,10# G&$?# ,20# A00&($# B&*(2# H/'()2, # S4(2$2.
36
• Mercedes.BenC: =!=12++# E!=12++
• MitsuBis&i: L2(0&*# L2(0&* =&),2.
• Nissan: M,0*2
• Renau%t: L4-2(
• DAoda: F2.,2# O0$2<,2# L2'*2.
• Toyota: =4*4112# I((4<2# F4*$'(&*
• <o%As:a'en: O&$$2# P2++2$# P414.
Cars so%d in India as CB# EComp%ete%y Bui%t #nits*
• Audi: AG# TT# RG# QE# Q7.
• Bent%ey: A*(2-&# A?'*&# B*44912()+# =4($,(&($21 GT# =4($,(&($21 F1/,(- S3'*#
M'1+2((&.
• BM-: 6 S&*,&+# 7 S&*,&+# Y3# YE# Y6# M3# ME# M6 2() TC.
• C&e)ro%et: =23$,<2
• ;iat: N'4<2 E00.
• Honda: =,<,0 H/.*,)# =R!B.
• Hyundai: S2($2 F&.
• Ja'uar: YF# YO# YA.
• +amBor'&ini: G2112*)4# M'*0,K12-4.
• +and Ro)er: R2(-& R4<&*# R2(-& R4<&* S34*$# D,+04<&*/ C# F*&&12()&* 2.
• MayBac&: E7 2() 62.
• Mercedes.BenC: =L!=12++# =LS!=12++# S!=12++# SL!=12++# SLA!=12++# M!=12++#
B,2(4.
• MitsuBis&i: P25&*4# M4($&*4# O'$12()&*.
• Nissan: T&2(2# Y!T*2,1# 307T.
• Porsc&e: 911# B4>$&*# P2(27&*2# =2/72(# =2/&((&.
• Ro%%s Royce: G%4+$# P%2($47# P%2($47 =4'3K# P%2($47 D*43%&2) =4'3K.
• DAoda: S'3&*..
• SuCuAi: G*2() B,$2*2.
• Toyota: =27*/# L2() =*',+&*# L2() =*',+&* P*2)4# P*,'+.
37
COMPANY PRO;I+E
HISTORY9
3G
T%& =4732(/ ,+ 2( 2'$%4*,?&) D&21&* 4: H/'()2, M4$4*+ I(),2 L,7,$&) HMIL"
:4* +21& 4: ,$+ &($,*& *2(-& 4: 74$4* <&%,01&+. I$ ,+ 21+4 2'$%4*,?&) $4 +&*<,0& @ *&32,* 4: 211
H/'()2, 02*+ 2() 21+4 )&21+ ,( +32*& 32*$+ 4: H/'()2, 02*+.
L29+%7, H/'()2, 82+ &+$2.1,+%&) ,( $%& /&2* 199G ,( H,72/2$%(2-2* 8,$% $%&
12'(0% 4: H/'()2,F+ :,*+$ 02* ,( I(),2! $%& &<&*-*&&( SANTRO. T%& &($,*& .'+,(&++ ,+
72(2-&) '()&* $%& 2.1& 1&2)&*+%,3 2() -',)2(0& 4: $%& 72(2-,(- D,*&0$4* S%*, A.R272
M4%2(2 R24.
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:20,1,$,&+ 2$ A'92$3211/# B2(52*2%,11+ 2() L.B.N2-2*. T%&+& +&*<,0& 0&($&*+ 2*& 8&11
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$*&2$&) 1,9& 2( 2++&$. H,+[%&* (&&)+ 2*& 2++&++&) ,( $%& :,*+$ +$2-& 2() $%& 0'+$47&* ,+
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02* $4 .'/.
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'(04(),$,4(21 82**2($/ 3*47,+& 2() )&+,*& $4 &>0&1 $%*4'-% +&*<,0& 2*& +47& 4: $%&
$%*&2)+ 8%,0% .1&() ,( &::&0$,<&1/ $4 -,<& .,*$% $4 $%& :2.*,0 0211&) LAASHMI
HYUNDAI LAASHMI HYUNDAIF+ +'00&++ ,+ 5'+$ .&-,((,(- 2() 74*& $4 &>3&0$
+3&0$20'12* 0%23$&*+ ,( $%& 3*&27.1& 6W,((,(- E)-&+”.
+A,SHMI HY#N!AI MAN PO-ER9
D&32*$7&($ O8( =4($*20$ T4$21
39
S21&+ E7 0 E7
S&*<,0& 126 C9 17E
S320&+ 1E 0 1E
F,(2(0& @
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9G 0 9G
T4$21 296 C9 3CE
RECRUITMENT PROCESS AT LAKSHMI HYUNDAI :
T%& *&0*',$7&($ 3*40&++ ,(<41<&+ .4$% ,($&*(21 2() &>$&*(21 7&$%4)+. Interna%
met&ods (27&1/ 2*& &7314/&& *&:&**21+# 3*474$,4(+# ,($&* 04732(/ $*2(+:&*+.

Promotions
P4+$+ :211,(- <202($ )'& $4 .& :,11&) 8,11 .& (4$,:,&) 8,$%,( $%& ),<,+,4([4::,0&# -,<,(-
&)'02$,4(21 D'21,:,02$,4(+ 2() &>3&*,&(0& 12,) )48( :4* $%& 34+$ 2() $%& &>$&($ $4 8%,0%
$%&+& 8,11 .& *&12>&) :4* 3*474$,4( 2() ,(<,$,(- 2331,02$,4(+ :*47 &1,-,.1& &7314/&&+ ,(
148&* -*4'3# 8%4 %2<& *&()&*&) $%& *&D',+,$& D'21,:/,(- +&*<,0& 2() 8%4 %2<& *&D',+,$&
%,-%&* 34+$.
Emp%oyment E=c&an'e9 A11 <202(0,&+ 2*& $4 .& (4$,:,&) $4 $%& L4021 E7314/7&($ E>0%2(-&. I:
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L4021 E7314/7&($ E>0%2(-& :4* +34(+4*,(- +',$2.1& 02(),)2$&+.
Paper ad)ertisements9
O: $%& &>$&*(21 7&$%4)+ $%,+ 7&$%4) ,+ 74+$1/ 2)43$&) ./ $%& 4*-2(,?2$,4(. T%,+ 7&$%4)
4: *&0*',$7&($ ,(<41<&+ 2)<&*$,+,(- $%& *&D',*&7&($+ 4: 3&*+4((&1 ,( $84 4: $%& 1&2),(-
(&8+323&*+ 4(& .&,(- ,( E(-1,+% 12(-'2-& 2() 4$%&* .&,(- ,( *&-,4(21 12(-'2-&. F4*
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SE+ECTION PROCESS AT +A,SHMI HY#N!AI9
A:$&* $%& *&0*',$7&($ 3*40&++ (&>$ +$&3 ,+ $%& +&1&0$,4( 3*40&++ ,( &7314/,(- 2 +',$2.1&
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Persona% Mana'er Inter)ie:9
T%,+ ,+ $%& :,*+$ *4'() 4: ,($&*<,&8 :4* $%& 02(),)2$&. T%& P&*+4(21 72(2-&* 0%&09+ $%&
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02(),)2$&+J 3&*:4*72(0& ,( $%& ,($&*<,&8.
Board !irectors Inter)ie:9
A:$&* $%& 3&*+4(21 72(2-&* ,($&*<,&8# $%& (&>$ ,( 1,(& ,+ $%& B42*) D,*&0$4*+ I($&*<,&8.
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T%& +&04()2*/ +0%441 0&*$,:,02$& ,+ $%& 200&3$&) )40'7&($ *&D',*&) :4* <&*,:,02$,4( 4:
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RESUME. I( $%2$ %&[+%& 7&($,4( 211 +$')/ )&$2,1+ 4: $%&7.
APPOINTMENT O; SE+ECTE! CANI!I!ATES
C1
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2*& $4 .& *&31/ ,( $%& :4*7.
SA+ES TEAM PER;ORMANCE BON#S POINTS
U(,<&*+21 F20$4*+ S'.!F20$4*+ N4. 4: P4,($+ T4$21 34,($+
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12*-&+$ 02* 72(':20$'*&* ,( I(),2. HMIL 3*&+&($1/ 72*9&$+ 6 74)&1+ 4: 32++&(-&* 02*+
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C2
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-14.21 $&0%(414-/# HMIL %2+ +&$ '3 2 74)&*( 7'1$,!7,11,4( )4112* *&+&2*0% 2()
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02*+ $4 74*& $%2( 110 04'($*,&+ 20*4++ EU# A:*,02# M,))1& E2+$# L2$,( A7&*,02# A+,2 2()
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+,>$% /&2* ,( 2 *48.
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(&$84*9 2() 6C0 +$*4(- +&*<,0& 34,($+ 20*4++ I(),2# 8%,0% 8,11 +&& :'*$%&* &>32(+,4( ,(
2010.
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:,(2(0& )&32*$7&($ 2() &<&* +,(0& %& %2+ .&&( ,(<41<&) 8,$% 04+$,(-# 2'),$,(- 2() $%&
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$%&( %& %2+ 312/&) 2 3,<4$21 *41& ,( HMIL 2+ %& 82+ ,(<41<&) ,( 211 2+3&0$+ 4: $%&
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I(),2( 0'1$'*& 2() %2+ +'00&++:'11/ 1&) %,+ $&27 :4* $%& 12+$ +&<&( /&2*+. M*. P2*9 %41)+ 2
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+$')/,(- 2$ SUNY B'::214. M* P2*9 82+ .4*( ,( S4'$% A4*&2 4( O2('2*/ 29# 19EG.
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72(':20$'*,(- 2() &(-,(&&*,(- 4: +7211 02*+. T%& (&8 R@D =&($*& ,( H/)&*2.2) 8,11
+'334*$ 211 .209!&() 43&*2$,4(+ 1,9& 0473'$&* 2,)&) &(-,(&&*,(- =AE"# 0473'$&* 2,)&)
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R@D =&($*& 8,11 %&13 ,( )&<&143,(- <&%,01&+ 8%,0% ,(01')&+ $%&,* +$/1,(-# )&+,-(
&(-,(&&*,(- 2() <&%,01& $&+$ @ &<21'2$,4(. T%& R@D =&($*& 8,11 312/ 2 3,<4$21 *41& :4*
02*+ 72(':20$'*&) ,( I(),2 ,(4*)&* $4 +2$,+:/ $%& +3&0,:,0 (&&)+ 4: $%& I(),2( 0'+$47&*+.
H/'()2, M4$4* =4732(/F+ 4$%&* 4<&*+&2+ R@D 0&($*&+ 2*& 1402$&) ,( $%& U(,$&) S$2$&+#
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Mana'ement P&i%osop&y W,$% $%& +3,*,$ 4: 0*&2$,<& 0%211&(-&# 8& 8,11 +$*,<& $4 0*&2$& 2
74*& 2::1'&($ 1,:&+$/1& :4* %'72(,$/# 2() 04($*,.'$& $4 $%& %2*74(/ 2() 04!3*4+3&*,$/
8,$% +%2*&%41)&*+# 0'+$47&*+# &7314/&&+ 2() 4$%&* +$29&%41)&*+ ,( $%& 2'$474.,1&
,()'+$*/.
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0%211&(-&# 8& 0*&2$& 3*4:,$+# $%& 3*,72*/ 4.5&0$,<& 4: 2 3*,<2$& &($&*3*,+&. F'*$%&*74*&#
8& $29& *&+34(+,.,1,$/ :4* $%& &(<,*4(7&($ 2() +40,&$/ 8& .&14(- $4# 2() 4::&* +'+$2,(2.1&
74.,1,$/ ,( 4*)&* $4 ,731&7&($ 4'* 04*34*2$& 3%,14+43%/ 2() 3*4<,)& .&(&:,$+ $4 211
CC
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0477'(,$,&+. <ision W& 2((4'(0&) II((4<2$,4( :4* ='+$47&*+I 2+ 4'* 7,)Q$4 14(-Q
$&*7 <,+,4( 8,$% :,<& 04*& +$*2$&-,&+: -14.21 4*,&($2$,4(# *&+3&0$ :4* %'72( <21'&+#
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2'$474.,1& 0'1$'*& 4: 3'$$,(- 0'+$47&* :,*+$ <,2 )&<&143,(- %'72(Q0&($&*&) 2()
&(<,*4(7&($Q:*,&()1/ $&0%(414-,021 ,((4<2$,4(.
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&>3&0$2$,4(+ 4: 211 +$29&%41)&*+ ,(01'),(- 0'+$47&*+ 2() .'+,(&++ 32*$(&*+ ./ .',1),(- 2
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C6
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$%& &(<,*4(7&($.


MOST LIAED SMALL =AR IS SANTROYING
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E2
CHAPTER.6
!ATA ANA+YSIS
(
INTERPRETATION
E3

!ATA ANA+YSIS
1. T%,+ S%48 *447 %2+ 74)&*( 1449,(- &D',37&($ 2() :,>$'*&+N.

TAB+E /
G&()&*
S$*4(-1/
),+2-*&&
W
S47&8%2$
),+2-*&&
W N&'$*21 W
S47&
8%2$
2-*&&
W S$*4(-1/ 2-*&& W
MALE C 0.0C G 0.0G 12 0.12 22 0.22 12 0.12
FEMALE C 0.0C 2 0.02 1C 0.1C 1G 0.1G C 0.0C
TOTAL G 10 26 C0 16

T2.1& 1: *&<&21+ 0'+$47&*F+ 43,(,4( 4( 74)&*( 1449,(- &D',37&($ 2() :,>$'*&+.
Interpretation
F*47 $%& 2.4<& )2$2 ,$ 82+ :4'() $%2$# C 721& 2() C :&721& 2*& +$*4(-1/
),+2-*&&) 8,$% 74)&*( 1449,(- (&'$*21 ,( $%&,* 43,(,4( *&+34()&($+ 2*& +47&
8%2$ 2-*&&.12 721& 2() C :&721& 2*& +$*4(-1/ 2-*&& 8,$% $%& 74)&*( :'*(,$'*&
EC
2() &D',37&($.# 22721& 2() 1G :&721& &D',37&($ 2() :,>$'*&+#G 721& 2() 2
:&721& 2*& +47& 8%2$ ),+2-*&&# 12 721& 2() 1C :&721& *&+34()&($+ .
2. T%& P%/+,021 :20,1,$,&+ 2$ $%,+ S%48 *447 2*& <,+'211/ 233&21,(-N
TAB+E 1G
G&()&*
S$*4(-1/
),+2-*&& W
S47&8%2$
),+2-*&& W N&'$*21 W
+47&8%2
$ 2-*&& W
S$*4(-1/
2-*&& W
MALE C 0.0C 10 0.10 10 0.10 17 0.17 G 0.0G
FEMALE 0 0 2 0.02 1C 0.1C 23 0.23 12 0.12
TOTAL

C 12 2C C0 20
T2.1& 2: *&<&21+ 0'+$47&*+ 43,(,4( 4( <,+,.,1,$/ 4: 3%/+,021 :20,1,$,&+.
Interpretation
F*47 $%& $2.1& ,$ ,+ &<,)&($ $%2$ C04: $%& *&+34()&($+ 2*& 4: $%&
43,(,4( $%2$ $%&/ 2*& +47& 8%2$ +2$,+:,&) 8,$% <,+,.,1,$/# 2() 20 4: $%&
+2731& *&+34()&($+ +2,) $%&/ +$*4(-1/ 2-*&&. H48&<&*# 2C 4: $%& +2731&
0411&0$&) 2*& (&'$*21 8,$% $%& 233&21,(- 4: 3%/+,021 :20,1,$,&+. 12 4: $%&
+2731& *&+34()&($+ +2,) $%&/ +47& 8%2$ ),+2-*&& 2() 4(1/ C 4: $%& +2731&
*&+34()&($+ +2,) $%&/ +$*4(-1/ ),+2-*&& 8,$% <,+,.,1,$/. F*47 $%& 2.4<&
2(21/+,+ 8& 02( +2/ $%2$ 7254*,$/ 4: $%& +2731& *&+34()&($+ 2*& 2-*&&) 8,$%
$%& <,+'21 233&21 4: 3%/+,021 :20,1,$,&+
EE
3. T%& S%48 *447 12/4'$ 2$ $%,+ S%48 *447 729&+ ,$ &2+/ :4* 0'+$47&*+ $4
74<& 2*4'() S%48 *447N
TAB+E 4G
G&()&*
S$*4(-1/
),+2-*&& W
S47&8%2$
),+2-*&& W N&'$*21 W
+47&8%2
$ 2-*&& W
S$*4(-1/
2-*&& W
MALE C 0.0C 2 0.02 16 0.16 19 0.19 12 0.12
FEMAL 0 0 10 0.10 16 0.16 11 0.11 10 0.10
TOTAL C 12 32 30 22
T2.1& 3: *&<&21+ 0'+$47&*F+ 43,(,4( 4( <,+,.,1,$/ 4: 12/4'$ 4: $%,+ S%48 *447 &2+/ $4 $%&
0'+$47&*+ $4 74<& 2*4'() $%& S%48 *447.
Interpretation
F*47 $%& $2.1& ,$ ,+ &<,)&($ $%2$ 32 4: $%& *&+34()&($+ 2*& 4: $%&
43,(,4( $%2$ $%&/ 2*& (&'$*21 $4 74<& 2*4'() $%& S%48 *447# 2() 22 4: $%&
+2731& *&+34()&($+ +2,) $%&/ +$*4(-1/ 2-*&&. H48&<&*# 30 4: $%& +2731&
0411&0$&) 2*& +47& 8%2$ 2-*&&). H48&<&* 4(1/ 12 4: $%& 3&431& +47& 8%2$
),+2-*&& 2() C 4: $%& *&+34()&($+ +$*4(-1/ ),+2-*&&. F*47 $%& 2.4<&
2(21/+,+ 8& 02( +2/ $%2$ 7254*,$/ 4: $%& 3&431& :&&1+ $%2$ $%,+ S%48 *447
729&+ &2+/ :4* 0'+$47&*+ $4 74<& 2*4'() $%& S%48 *447.
E6
C. E7314/&&+ ,( $%,+ S%48 *447 %2<& 9(481&)-& $4 2(+8&* 0'+$47&*
D'&+$,4(N
TAB+E 6
G&()&*
S$*4(-1/
),+2-*&& W
S47&8%2$
),+2-*&& W N&'$*21 W
+47&8%2
$ 2-*&& W
S$*4(-1/
2-*&& W
MALE 0 0 G 0.0G 9 0.09 22 0.22 16 0.16
FEMALE 2 0.02 C 0.0C 9 0.09 16 0.16 1C 0.1C
TOTAL 2 12 1G 3G 30
T2.1& C: *&<&21+ 0'+$47&*+ 43,(,4( 4( E7314/&&+ %2<& 9(481&)-& $4 2(+8&* 0'+$47&*F+
D'&+$,4(.
Interpretation
F*47 $%& $2.1& ,$ ,+ &<,)&($ $%2$ 3G 4: $%& *&+34()&($F+ 43,(,4( $%2$ $%&/
2*& +47& 8%2$ +2$,+:,&) 8,$% 9(481&)-& 4: &7314/&&+# 2() 30 4: $%& +2731&
*&+34()&($+ +2,) $%&/ +$*4(-1/ 2-*&&. H48&<&*# 4(1/ 1G 4: $%& +2731&
*&+34()&($+ 2*& N&'$*21 8,$% $%& 9(481&)-& 4: &7314/&&+. H48&<&*12 4: $%&
+2731& *&+34()&($+ +2,) $%&/ +47&8%2$ ),+2-*&& 2() 2 4: $%& *&+34()&($+
+$*4(-1/ ),+2-*&&. F*47 $%& 2.4<& 2(21/+,+ 8& 02( +2/ $%2$ 7254*,$/ 4: $%&
+2731& *&+34()&($+ 2*& ,( 2-*&&) 8,$% $%& E7314/&&+ %2<& 9(481&)-& $4
2(+8&* 0'+$47&*+ D'&+$,4(.
E7
E. T%& .&%2<,4* 4: &7314/&&+ ,( $%,+ S%48 *447 ,(+$,11+ 04,)&(0& ,(
0'+$47&*+N
TAB+E 3
G&()&*
S$*4(-1/
),+2-*&& W
S47&8%2$
),+2-*&& W N&'$*21 W
S47&8%2
$ 2-*&& W
S$*4(-1/
2-*&& W
MALE 0 0 C 0.0C 1G 0.1G 30 0.30 6 0.06
FEMAL
E 2 0.02 6 0.06 1C 0.1C 10 0.10 10 0.10
TOTAL 2 10 32 C0 16
T2.1&E: *&<&21+ 0'+$47&*F+ 43,(,4(+ 4( $%& .&%2<,4* 4: &7314/&&+ ,(+$,11
04,)&(0& ,( 0'+$47&*+.
Interpretation
F*47 $%& $2.1& ,$ ,+ &<,)&($ $%2$ C0 4: $%& *&+34()&($+ 2*& 4: $%&
43,(,4( $%2$ $%&/ 2*& +47& 8%2$ +2$,+:,&) 8,$% &7314/&&F+ .&%2<,4*# 2() 32
4: $%& +2731& *&+34()&($+ +2,) $%&/ +$*4(-1/ 2-*&&. H48&<&*# 4(1/ 164: $%&
+2731& 0411&0$&) ,+ +$*4(-1/ 2-*&&,(- 8,$% $%& .&%2<,4* 4: &7314/&&+# 2()
10 4: $%& 3&431& 2*& +47& 8%2$ 2-*&& 2() 2 4: $%& 3&431& 2*& +$*4(-1/
),+2-*&&,(-. F*47 $%& 2.4<& 2(21/+,+ 8& 02( +2/ $%2$ 7254*,$/ 4: $%& +2731&
*&+34()&($+ 2*& ,( 2-*&&) 8,$% $%& .&%2<,4* 4: $%& &7314/&&+ ,( $%,+ S%48
*447 ,(+$,11 04,)&(0& ,( 0'+$47&*+.
EG
6. E7314/&&+ ,( $%,+ S%48 *447 -,<& 3*473$ +&*<,0& $4 0'+$47&*+N.
TAB+E 5
G&()&
*
S$*4(-1
/
),+2-*&& W
S47&
8%2$
),+2-*&
&) W
N&'$*
21 W
S47&8%2
$ 2-*&& W
S$*4-1
/
2-*&& W
M21& 0 0 12 12 12 12 20 0.20 10 0.10
F&721
& 2
0.0
2 C
0.0
C 12 0.12 16 0.16 12 0.12
TOTA
L 2 16 2C 36 22
T2.1&6: *&<&21+ 0'+$47&*F+ 43,(,4(+ 4( $%& .&%2<,4* 4: &7314/&&+ -,<& 3*473$
+&*<,0& $4 0'+$47&*+.
Interpretation
F*47 $%& $2.1& ,$ ,+ &<,)&($ $%2$ 36 4: $%& *&+34()&($+ 2*& 4: $%&
43,(,4( $%2$ $%&/ 2*& +47& 8%2$ +2$,+:,&) 8,$% &7314/&&+ -,<& 3*473$
+&*<,0&# 2() 22 4: $%& +2731& *&+34()&($+ +2,) $%&/ +$*4(-1/ 2-*&&. H48&<&*#
4(1/ 2C 4: $%& +2731& 0411&0$&) 2*& N&'$*21 8,$% $%& .&%2<,4* 4: &7314/&&+.
A() 16 4: $%& 3&431& 2*& +47& 8%2$ 2-*&& 2() 2 4: $%& 3&431& 2*& +$*4(-1/
),+2-*&&). F*47 $%& 2.4<& 2(21/+,+ 8& 02( +2/ $%2$ 7254*,$/ 4: $%& +2731&
*&+34()&($+ 2*& ,( 2-*&&7&($ 8,$% $%& &7314/&&+ ,( $%& S%48 *447 -,<&
3*473$ +&*<,0& $4 0'+$47&*+.
E9
7. T%,+ S%48 *447 -,<&+ 0'+$47&*+ ,(),<,)'21 2$$&($,4(N.
TAB+E 7
G&()&*
S$*4(-1/
),+2-*&& W
S47&8%2$
),+2-*&& W N&'$*21 W
+47&8%2
$ 2-*&& W
S$*4(-1/
2-*&& W
MALE C 0.0C G 0.0G 20 0.20 10 0.10 12 0.12
FEMALE 2 0.02 16 0.16 12 0.12 12 0.12 C 0.0C
TOTAL 6 2C 32 22 16
T2.1&7: *&<&21+ 0'+$47&*F+ 43,(,4(+ 4( $%& S%48 *447 -,<& 0'+$47&*+
,(),<,)'21 2$$&($,4(.
Interpretation
F*47 $%& $2.1& ,$ ,+ &<,)&($ $%2$ 32 4: $%& *&+34()&($+ 2*& 4: $%&
43,(,4( $%2$ $%&/ 2*& (&'$*21 8,$% S%48 *447 -,<&+ 0'+$47&*+ ,(),<,)'21
2$$&($,4(# 2() 22 4: $%& +2731& *&+34()&($+ +2,) $%&/ +47&8%2$ 2-*&&).
H48&<&*# 4(1/ 164: $%& +2731& 0411&0$&) ,+ +$*4(-1/ 2-*&&) 2() 2C 4: $%&
3&431& 2*& +47& 8%2$ ),+2-*&& 2() 2 4: $%& 3&431& 2*& +$*4(-1/ ),+2-*&&).
F*47 $%& 2.4<& 2(21/+,+ 8& 02( +2/ $%2$ 7254*,$/ 4: $%& +2731& *&+34()&($+
2*& +2,) $%,+ S%48 *447 -,<&+ 0'+$47&*F+ ,(),<,)'21 2$$&($,4(.
60
G. W%&( 2 0'+$47&* %2+ 2 3*4.1&7# $%,+ S%48 *447 +%48+ 2 +,(0&*& ,($&*&+$
,( +41<,(- ,$ N.
TAB+E 0
G&()&*
S$*4(-1/
),+2-*&& W
S47&8%2$
),+2-*&& W N&'$*21 W
+47&8%2$
2-*&& W
S$*4(-1/
2-*&& W
MALE G 0.0G 0 0 11 0.11 22 0.22 12 0.12
FEMALE C 0.0C 6 0.06 1E 0.1E 20 0.20 2 0.02
TOTAL 12 6 26 C2 1C
T2.1&G: *&<&21+ 0'+$47&*F+ 43,(,4(+ 4( $%& 0'+$47&*F+ 3*4.1&7.
Interpretation
F*47 $%& $2.1& ,$ ,+ &<,)&($ $%2$ C2 4: $%& *&+34()&($+ 2*& 4: $%&
43,(,4( $%2$ $%&/ 2*& +47& 8%2$ 2-*&& 8,$% S%48 *447 -,<&+ +,(0&*& ,($&*&+$
,( 0'+$47&*+ 3*4.1&7# 2() 26 4: $%& +2731& *&+34()&($+ +2,) $%&/ (&'$*21.
H48&<&*# 4(1/ 1C4: $%& +2731& 0411&0$&) ,+ +$*4(-1/ 2-*&&) 2() 6 4: $%&
3&431& 2*& +47& 8%2$ ),+2-*&& 2() 12 4: $%& 3&431& 2*& +$*4(-1/ ),+2-*&&).
F*47 $%& 2.4<& 2(21/+,+ 8& 02( +2/ $%2$ 7254*,$/ 4: $%& +2731& *&+34()&($+
2*& 2-*&& 8,$% $%,+ S%48 *447 +%48+ 2 +,(0&*& ,($&*&+$ ,( +41<,(- 0'+$47&*+
3*4.1&7.
61
9. T&is S&o: room pro)ides p%enty o$ con)enient parAin' to a%% t&eir
customersH
TAB+E 2
G&()&*
S$*4(-1/
),+2-*&& W
S47&8%2$
),+2-*&& W N&'$*21 W
+47&8%2
$ 2-*&& W
S$*4(-1/
2-*&& W
MALE 6 0.06 G 0.0G 12 0.12 1C 0.1C 1C 0.1C
FEMAL
E 10 0.10 12 0.12 G 0.0G 10 0.10 6 0.06
TOTAL 16 20 20 2C 20
T2.1&9: *&<&21+ 0'+$47&*F+ 43,(,4(+ 4( $%& 32*9,(- 04(<&(,&(0& 4: 0'+$47&*F+.
Interpretation
F*47 $%& $2.1& ,$ ,+ &<,)&($ $%2$ 2C 4: $%& *&+34()&($+ 2*& 4: $%&
43,(,4( $%2$ $%&/ 2*& +47& 8%2$ 2-*&& 8,$% S%48 *447 -,<&+ 0'+$47&*+
32*9,(- 3*4.1&7# 2() 20 4: $%& +2731& *&+34()&($+ +2,) $%&/ (&'$*21.
H48&<&*# 4(1/ 20 4: $%& +2731& 0411&0$&) 2*& +$*4(-1/ 2-*&&) 2() 20 4: $%&
3&431& 2*& +47& 8%2$ ),+2-*&& 2() 164: $%& 3&431& 2*& +$*4(-1/ ),+2-*&&.
F*47 $%& 2.4<& 2(21/+,+ 8& 02( +2/ $%2$ 7254*,$/ 4: $%& +2731& *&+34()&($+
2*& 2-*&& $%2$ $%,+ S%48 *447 %2+ 2 31&($/ 4: +320& :4* 32*9,(-.
62
10. T%,+ S%48 *447 %2+ 43&*2$,(- %4'*+ 04(<&(,&($ $4 211 $%&,* 0'+$47&*+N.
TAB+E /I
G&()&*
S$*4(-1/
),+2-*&& W
S47&8%2$
),+2-*&& W N&'$*21 W
+47&8%2
$ 2-*&& W
S$*4(-1/
2-*&& W
M21& 2 0.02 6 0.06 12 0.12 12 0.12 30 0.30
F&721& 2 0.02 6 0.06 10 0.10 10 0.10 20 0.20
C 12 22 22 E0
T2.1&9 *&<&21+ 0'+$47&*F+ 43,(,4(+ 4( $%& 43&*2$,(- %4'*+ 4: $%,+ S%48 *447
04(<&(,&($ $4 211 $%&,* 0'+$47&*+.
Interpretation
F*47 $%& $2.1& ,$ ,+ &<,)&($ $%2$ E0 4: $%& *&+34()&($+ 2*& 4: $%&
43,(,4( $%2$ $%&/ 2*& +$*4(-1/ 2-*&& 8,$% S%48 *447 43&*2$,(- %4'*+# 2()
224: $%& +2731& *&+34()&($+ +2,) $%&/ +47& 8%2$ 2-*&&. H48&<&*# 4(1/ 224:
$%& +2731& 0411&0$&) ,+ (&'$*21 2() 12 4: $%& 3&431& 2*& +47& 8%2$ ),+2-*&&
2() C 4: $%& 3&431& 2*& +$*4(-1/ ),+2-*&&). F*47 $%& 2.4<& 2(21/+,+ 8& 02(
+2/ $%2$ 7254*,$/ 4: $%& 3&431& +2,) $%2$ $%&/ 2*& +$*4(-1/ 2-*&& 8,$% $%&
43&*2$,(- %4'*+ 4: $%,+ S%48 *447 04(<&(,&($ $4 211 $%&,* 0'+$47&*+.

63

CHAPTER.<

FINDINGS
SUGGESTIONS
=ON=LUSION
QUESTIONNAIRE
BIBILIOGRAPHY





6C
;IN!IN"S
? F*47 )2$2 2(21/+,+# I 04(01')& $%2$ C0W 4: $%& *&+34()&($F+ +2$,+:20$,4( 1&<&1
2.4'$ S%48 *447F+ 74)&*( 1449,(- &D',37&($ 2() :,>$'*&+ ,+ +47& 8%2$ 2-*&&.
T%&(# 4(1/ :&8 *&+34()&($+ 2*& +$*4(-1/ ),+2-*&&.
? M254*,$/ 4: $%& 3&431& C0W" +2,) $%& S%48 *447 3%/+,021 :20,1,$,&+ 2*& <,+'211/
233&21,(-.
? W%&( 2+9,(- 2.4'$ S%48 *447 04(<&(,&(0& $4 74<& 2*4'() $%& S%48 *447
72>,7'7 ('7.&* 4: *&+34()&($+ +2,) $%2$ ,$ ,+ +47& 8%2$ &2+& $4 74<& 2*4'()
$%& S%48 *447.
? 3GW *&+34()&($+ +2,) $%2$ $%& S%48 *447 3&431& 2*& +47&8%2$ 9(481&)-&2.1& $4
2(+8&* $%&,* D'&+$,4(+.
? A004*),(- $4 )2$2 2(21/+,+# &7314/&&+ ,( $%& S%48 *447 2*& 3*4<,),(- 8,$%4'$
)&12/ +&*<,0&+ $4 $%& 0'+$47&*+.
? 2CW 4: $%& *&+34()&($+ +2,) $%2$ $%& S%48 *447+ 02((4$ -,<& 3&*+4(21 2$$&($,4(
$4 $%& 0'+$47&*+.
? C2W *&+34()&($+ %2<& +2,) $%2$# $%& S%48 *447 72(2-&7&($ ,+ ,77&),2$&1/
*&+34(),(- $4 0'+$47&*F+ 3*4.1&7.
? A:$&* $%& )2$2 2(21/+,+ I :4'() $%2$ 7254*,$/ 4: $%& 3&431& 2*& (4$ 31&2+&)
8,$% $%& 32*9,(- :20,1,$,&+

6E
S#""ESTIONS
? P2*9,(- :20,1,$,&+ +%4'1) .& &(%2(0&) ,( 4*)&* $4 +2$,+:/ 0'+$47&*+.
? M2(2-&7&($ 3&*+4((&1 +%4'1) 72,($2,( -*20,4'+ *&12$,4( 8,$% $%& 0'+$47&*+.
? A(481&)-& 4: $%& &7314/&&+ +%4'1) .& ,73*4<&) ,( 4*)&* $4 2(+8&* $%&
0'+$47&*F+ $*4'.1&+.
? T%& 12/4'$ 4: $%& S%48 *447 +%4'1) .& &(%2(0&) ,( 4*)&* $4 74<& 0'+$47&*+
2*4'() $%& S%48 *447.
? I73*4<& 74)&*( 1449,(- &D',37&($ 2() :&2$'*&+ ,( +%48*447.
? G,<& $*2,(,(- $4 &7314/&&+ 4( %48 $4 04(<,(0& $%& 0'+$47&*.

66
CONC+#SION
T%& *&+34()&($+ 2*& 4: HYUNDAI 2() $%&/ 027& 9(48 2.4'$ $%& +&*<,0& :*47
%42*),(-+# 3*,($ 7&),2# 3*,72*,1/ 2() $%*4'-% &1&0$*4(,0 7&),2 2() *42) +%48+
+&04()2*,1/. T%& *&+34()&($+ 2*& '+,(- HYUNDAI +,(0& 1 /&2* 2() .&148 1 /&2* ,( 74+$
4: $%& 02+&+. T%& +&*<,0& 3*4<,)&) ./ HYUNDAI ,+ '+&) ./ 7254*,$/ 4: $%& *&+34()&($+
2() $%& *&2+4( :4* 0%44+,(- ,$ ,+ $%& D'21,$/ 4: $%& +&*<,0&# :41148&) ./ .*2() ,72-&.
=ONSUMER PER=EPTION 4: $%& *&+34()&($+ $482*)+ HYUNDAI ,+ %,-%P
%48&<&* 2 +,-(,:,02($ ('7.&* 4: $%& *&+34()&($+ 2*& ),++2$,+:,&) 8,$% ,$+ +&*<,0&+.
I( 3'*0%2+,(- HYUNDAI 3*4)'0$+ :27,1/ 233&2* $4 .& $%& 3*,7& 74$,<2$4*+ 4:
$%& *&+34()&($+ ,( 729,(- $%&,* 3'*0%2+& )&0,+,4(+# )'& $4 $%& +3&0,21 4::&*+ .&,(-
$2*-&$&) ./ $%& 04732(/ 2$ $%,+ +&-7&($.
T%& *&+34()&($+ 2*& 32/,(- $%&,* .,11+ 2$ $%& 04732(/ +%48 *447+# 2() $%&+& 2*& 21+4 4(
)&1,<&*/ $,7&.
T%& *&+34()&($+ 2*& )&+,*4'+ 4: %2<,(- 4(1,(& .,11 32/7&($ +&*<,0& :4*
04(<&(,&(0& 2+ ,$+ +2<&+ $%&,* $,7&# 74(&/ 2() &::4*$. T%& ,(+$*'7&($+ .&,(- 3*4<,),(-
8,$% .,11,(- +&*<,0& 2*& .&,(- 8&11 *&0&,<&) ./ $%& *&+34()&($+.


67



?#ESTIONNAIRE
ANNEYTURE ANNEYTURE
N27& 4: R&+34()&($: \\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\
D&+,-(2$,4 \\\\\\\\\\\\\\\\\\\\\\\\ I(047&: \\\\\\\\\\\\\\\\\\\\\\\\\\\
A))*&++: \\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\
P%4(& N4.\\\\\\\\\\\\\\\\\ E72,1 ,): \\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\

/G T&is S&o: room &as modern %ooAin' eJuipment and $i=tures9
S$*4(-1/ D,+2-*&& ? ? S47&8%2$ D,+2-*&& N&'$*21 S47&8%2$ ? ?
A-*&& S$*4(-1/ A-*&& ?
1G T&e p&ysica% $aci%ities at t&is S&o: room are )isua%%y appea%in'9
S$*4(-1/ D,+2-*&& ? ? S47&8%2$ D,+2-*&& N&'$*21 S47&8%2$ ? ?
A-*&& S$*4(-1/ A-*&& ?
4G T&e S&o: room %ayout at t&is S&o: room maAes it easy $or
customers to mo)e around S&o: room9
S$*4(-1/ D,+2-*&& ? ? S47&8%2$ D,+2-*&& N&'$*21 ? ?
S47&8%2$ A-*&& S$*4(-1/ A-*&& ?
6G Emp%oyees in t&is S&o: room &a)e t&e Ano:%ed'e to ans:er
customer Juestions9
S$*4(-1/ D,+2-*&& ? ? S47&8%2$ D,+2-*&& N&'$*21 ? ?
S47&8%2$ A-*&& S$*4(-1/ A-*&& ?
6G
3G T&e Be&a)ior o$ emp%oyees in t&is S&o: room insti%% con$idence in
customers
S$*4(-1/ D,+2-*&& ? ? S47&8%2$ D,+2-*&& N&'$*21 ? ?
S47&8%2$ A-*&& S$*4(-1/ A-*&& ?
5G Emp%oyees in t&is S&o: room 'i)e prompt ser)ice to customers9
S$*4(-1/ D,+2-*&& ? ? S47&8%2$ D,+2-*&& N&'$*21 ? ?
S47&8%2$ A-*&& S$*4(-1/ A-*&& ?
7G T&is S&o: room 'i)es customers indi)idua% attention9
S$*4(-1/ D,+2-*&& ? ? S47&8%2$ D,+2-*&& N&'$*21 S47&8%2$ ? ?
A-*&& S$*4(-1/ A-*&& ?
0G -&en a customer &as a proB%emF t&is S&o: room s&o:s a sincere
interest in so%)in' it9
S$*4(-1/ D,+2-*&& ? ? S47&8%2$ D,+2-*&& N&'$*21 ? ?
S47&8%2$ A-*&& S$*4(-1/ A-*&& ?
2G T&is S&o: room pro)ides p%enty o$ con)enient parAin' $or customers:
S$*4(-1/ D,+2-*&& ? ? S47&8%2$ D,+2-*&& N&'$*21 S47&8%2$ ? ?
A-*&& S$*4(-1/ A-*&& ?
/IG T&is S&o: room &as operatin' &ours con)enient to a%% t&eir
customers9
?S$*4(-1/ D,+2-*&& ? S47&8%2$ D,+2-*&& N&'$*21 S47&8%2$ ? ?
A-*&& S$*4(-1/ A-*&& ?
69
BIBI+IO"RAPHY
S.N4. AUTOR NAME RE!ERE" #OO$S
/G PHILLIP AOTLER P*,(0,31&+ 4: M2*9&$,(- Q 11
$%
E),$,4(
P*&($,0& H211 I(),2.
1G PHILLIP AOTLAR M2*9&$,(- M2(2-&7&($ Q M,11&((,'7
E),$,4(.P*&($,0& H211 I(),2
4G B.S.RAMASWAMY @ M2*9&$,(- M2(2-&7&($ !7
$%
E),$,4(
NAMAAUMARI M,11&((,'7 I(),2 L$).
6G RI=HARD R STILL S21&+ M2(2-&7&($ !E
$%
E),$,4(
P*&($,0& H211 I(),2.
3G G.=.BERI M2*9&$,(- R&+&2*0% !6
$%
E),$,4(
T2$2 M0G*28 H,11 =4.L$).
5G LU=A DABID @ M2*9&$,(- R&+&2*0% !7
$%
E),$,4(
ROBIN RONALD P*&($,0& H211 I(),2.

WEB SITES
888.-44-1&.047
888.%/'()2,.047
888.2'$4,(),2.047
888.0'+$47&*+43$.4*-
70

doc_495223696.doc