ABSTRACT

Customer satisfaction depends on a product’s perceived performance in delivering value relative to a buyer’s expectations. If the product’s performance falls short of the customer’s expectations, the buyer is dissatisfied. If performance matches expectations, the buyer is satisfied. If performance exceeds expectations, the buyer is delighted. Outstanding marketing companies go out of their way to keep their customers satisfied. Satisfied customers make repeat purchases, and they tell others about their good experiences with the product. The key is to match customer expectations with company performance. Smart companies aim to delight customers by promising only what they can deliver, then delivering more than they promise.

Customer expectations are based on past buying experiences, the opinions of friends, and marketer and competitor information and promises. Marketers must be careful to set the right level of expectations. If they set expectations too low, they may satisfy those who buy but fail to attract enough buyers. If they raise expectations too high, buyers will be disappointed.

Today’s most successful companies are raising expectations- and delivering performance to match. These companies embrace total customer satisfaction. Thus, the

marketer must continue to generate more customer value and satisfaction but not “give away the house”.

TABLE OF CONTENTS

CONTENTS PAGE NO

LIST OF TABLESLIST OF CHARTS

IIi

CHAPTER 1 INTRODUCTION 1CHAPTER 2 REVIEW OF LITERATURE 7CHAPTER 3 INDUSTRY PROFILE 12

CHAPTER 4 COMPANY PROFILE

PRODUCT PROFILE2335

CHAPTER 5DATA ANALYSIS & INTERPRETATION

40

CHAPTER 6 FINDINGS & SUGGESTIONS

59

CHAPTER 7 CONCLUSIONS 62

CHAPTER 8 APPENDICESQUESTIONNAIRE 63

BIBLIOGRAPHY 68

CHAPTER 1

INTRODUCTION

CUSTOMER SATISFACTION Whether the buyer is satisfied after purchase depends on the offer performance in relation to the buyer’s expectations.

Satisfaction is a person feeling of pleasure or disappointments resulting from comparing a product perceive performance or outcome in relation to his/her expectation.

As this definition makes clear, satisfaction is function perceive performance and expectations. If the performance falls short of expectations the customer is dissatisfied. If the performance matches the expectation the customer is satisfied. If the performance exceeds expectation the customer is highly dissatisfied.

Many companies are aiming for high satisfaction because customers who are just satisfied still find easy to switch when a

better offer comes along. Those who are highly satisfied are much less ready to switch. High satisfaction or delight creates an emotional bond with the bond, not just a rational preference. The result is high customer loyalty.

Senior management believes that a very satisfied that a very satisfied or delighted customer is worth ten times as much to the company as a satisfied customer. A very satisfied customer is likely to stay in company for many more years and by more than a satisfied customer will.

Buyers form their expectations from past buying experience, friends and associates, advice marketers & competitor information and promises. If marketer raises expectations too high, the buyer is likely to be disappointed.

Some of today’s most successful companies are raising expectations and delivering performance to match. These companies are aiming for TCS (Total Customer Satisfaction). Some companies guarantee total customer satisfaction and will replace at its expense any dissatisfied customer’s equipment within period of many years after purchase.

For customers centered companies, customer satisfaction is both a goal and a marketing too. Companies that achieve high customer satisfaction rating make sure that the target market knows it.

Study shows that although customers are dissatisfied with one out of every four purchases, less than 5% of dissatisfied customers will complain. Most customers will by less or switch suppliers. Complaints levels are thus not a good measure of customer’s satisfaction. Responsiveness companies measure customer satisfaction directly by conducting periodic surveys. They sent questionnaire or make telephone calls to random sample of recent customers. They also solicit buyer’s view on their competitor’s performance.While collecting customers satisfaction data kit is also useful it

ask additional questions to measure repurchase intention, this will normally by high if the customers satisfaction is high, it is also useful to measure the likelihood or willingness to recommend the company and the brand to others. High positive word-of-mouth score indicates that the company is

Producing high customer’s satisfaction. When customers rate their satisfaction with the element of company’s performance like delivery. The company needs to recognize that customer vary in how they define good delivery. It could mean early delivery on time delivery, order completeness and so on. Yet if the company had to spell out every element in detail customers would face huge questionnaire the company must also realize that customers can report being satisfied for different reasons. One may be

easily satisfied most of the time and other might be hard to please, but was pleased on this occasion.

Company should also note that managers and sales people could manipulate customer’s satisfactions rating. They can especially nice to customers just before the survey. They can also try to exclude Un-happy customers from the survey. Another danger is that if the customer knew that the company would go out it way to lease customers.

Some express high dissatisfaction (even if satisfied). In order to receive more concessions. Some companies navigate all these pit falls to reach their customers value and satisfaction goals. We call these companies high-performance business.

Customers satisfaction depends on the products perceive performance in delivery value relative to buyer’s expectations. If the product performance falls short of customer expectations, the buyer is satisfied. Outstanding marketing companies go out of their way to keep their customer satisfied.

Satisfied customer may report purchase and they tell us about their good experience with the product. The key being to match customer’s expectations with company performance.

Smart companies aim to delight customers by promising only what they can deliver then delivering more than they promise.

Customer’s satisfaction is closely linked to quality in recent years. Many companies have adopted Total Quality Management (TQM) programs, designs to constantly improve quality of their products, service & marketing processes. Quality has an impact on product performance and hence on customer satisfaction.

OBJECTIVESOF

RESEARCH

STATEMENT OF PROBLEM:

With the recent influx of different brands in today’s four wheeler auto segment each striving to satisfy customers with the end results of maintaining loyalty, at present cars as such have become necessity but not a nicety.

With this out look of today’s market it is even a layman’s perceptive that Ford itself reflects a satisfied customer.

Keeping in mind curriculum requirement & organizational requirement the study has been conducted to find out customer satisfaction towards Maruti cars. However, due to time constraints an in-depth study could not be undertaken.

OBJECTIVES OF STUDY:

The board objective of the study is to know the consumer behavior in the light of various factors governing preferences decision regarding various aspects before purchasing a four-wheeler.

To find customer satisfaction level during sales process.

To know about the post sales service provided by the dealer.

To find out the overall experience of the customers with reference to Varun Maruti Agency To know which factors are considered by the consumers before they

Purchase any four-wheeler.

To find out whether the vehicle details were made known to every Customer or not.

To know the promptness of the vehicle deliveries made to customers.

To find out the most preferred media of communication and then to analyze the advertisement campaign in terms of media effectives.

SCOPE OF STUDY:

The geographical scope of study is confined to the city of Hyderabad. The various customers were met to find out their perception towards the various elements that satisfies the customer.

LIMITATIONS OF STUDY:

The study could not be conducted on a large sample size and area

because of time constraint.

The number of sample size is respondents and the study is confined

Only to the Hyderabad confined limits.

The study is time bound & would be applicable to the current

Findings of the study.

CHAPTER 2REVIEW

OFLITERATURE

REVIEW OF LITERATURE Customer satisfaction:

Customer satisfaction, commonly abbreviated CS, is a business term which is used to capture the idea of measuring how satisfied an enterprise's customers are with the organization's efforts in a marketplace. It is seen as a key business performance indicator and is part of the four perspectives of a Balanced Scorecard.

Every organization has customers of some kind. The organization provides products (goods and/or services) of some kind to its customers through the mechanism of a marketplace. The products the organization provides are subject to competition whether by similar products or by substitution products.

Reasons to Monitor Customer Satisfaction

The reason an organization is interested in the satisfaction of its customers is because customers purchase the organization's products. The organization is interested in retaining its existing customers and increasing the number of its customers.

Measuring Customer Satisfaction

Customer satisfaction is an ambiguous and 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 options the customer may have and other products against which the customer can compare the organization's products.

Because satisfaction is basically a psychological state, care should be taken in the effort of quantitative measurement, although a large quantity of research in this area has recently been developed. Work done by Berry, Brodeur between 1990 and 1998 defined ten 'Quality Values' which influence satisfaction behavior, further expanded by Berry in 2002

and known as the ten domains of satisfaction. These ten domains of satisfaction include: Quality, Value, Timeliness, Efficiency,

Ease of Access, Environment, Inter-departmental Teamwork, Front line Service Behaviors, Commitment to the Customer and Innovation. These factors are emphasized for continuous improvement and organizational change measurement and are most often utilized to develop the architecture for satisfaction measurement as an integrated model. Work done by Parasuraman, Zeithaml and Berry between 1985 and 1988 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 measurer with a satisfaction “gap” which is objective and quantitative in nature. work done by Cronin and Taylor propose the "confirmation/disconfirmation" theory of combining the "gap" described by Parasuraman, Zeithaml and Berry as two different measures (perception and expectation of performance) into a single measurement of performance according to expectation. According to Gar brand, customer satisfaction equals perception of performance divided by expectation of performance.

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

Today, customer satisfaction is the mission of most companies. Companies like Dell have made make-to-order products and direct sales their differential advantage in increasing customer satisfaction. Operational strategies can now be structured for attaining high levels of customer satisfaction at relatively low costs. Innovations in online information access, creative product design, flexibility, outsourcing, postponement, dynamic pricing, and reactive-capacity have been the major enablers of managing manufacturing-supply networks.

However, the choice of positioning a firm along the dimensions of customer satisfaction and total delivered cost, and its implications for operational strategies, are not yet clear.

Power’s overall point:-

Product quality counts. It is a key determinant of customer satisfaction. Customer satisfaction leads to improved financial performance. The author’s make the point that executives know this correlation but do not always live and breathe this philosophy. Customer satisfaction builds loyalty. Good customer service often generates good word of mouth advertising – no matter what the industry. I found it interesting that one of the nation’s largest house builders, Pulte Homes,

Suggests that 45% of its sales are influenced by the positive recommendations of another customer. I might have been a little dubious of that figure had I not learned at a recent conference for mortgage brokers I attended, that the top performing brokers got up to 40% of their business from previous customer.

Satisfaction contains numerous product references featuring good and bad performance by manufacturers and service providers. Not too surprisingly, JetBlue and Lexus get significant coverage reflecting a very high level of customer satisfaction. Lexus figures prominently in the book simply because they are THE best and consistently so. It really is astonishing that Lexus was able to take brand leadership in the luxury car market, against Mercedes-Benz, Cadillac and BMW within ten years of entering this market sector.

According to the findings of the 2004 4-wheeler total customer satisfaction study released today by leading market information provider, TNS, Maruti and Toyota models rank highest in six out of the ten vehicle segments. Among the new models launched since TNS' 2003 study, Ford Endeavour achieves top honors in the "premium SUV" segment.

Representing the responses of more than seven thousand car buyers towards the performance of over 40 models in the key areas of sales satisfaction, product quality, vehicle performance and design, after-sales service, brand image, and cost-of-ownership, the 2004 4-Wheeler Total Customer Satisfaction (TCS) study conducted by TNS specialist division, TNS Automotive, is the largest syndicated automotive study in India. The

TCS index score provides a measure of commitment a given model or brand enjoys with its customers. Rankings for the TCS study are done at the vehicle segment-level to provide comparisons among similar groups of vehicles. The ten models ranking highest in their respective segments for total customer satisfaction are: Maruti 800 for "entry compact"; Maruti Zen Petrol for "premium compact"; Tata Indica Diesel for "small car - diesel"; Maruti Esteem Petrol for "entry midsize"; Mitsubishi Lancer Petrol for "midsize"; Toyota Corolla for "premium midsize"; Mitsubishi Lancer Diesel for "midsize car - diesel"; Toyota Camry for "entry luxury"; Toyota Qualis for "SUV"; and Ford Endeavour for "premium SUV’S.

2006 India TCS Ranking Chart

CHAPTER 3INDUSTRYPROFILE

INTRODUCTION

AUTOMOBILE INDUSTRY:

The Indian auto ancillary industry has come a long way since it had its small beginnings in the 1940s. If the evolution of the industry is traced in India, it can be classified into three distinct phases namely: Period prior to the entry of Maruti Udhyog Ltd, Period after the entry of Maruti Udhyog Ltd and Period post Liberalization. The period prior to the entry of Maruti Udhyog Ltd was characterized by small number of auto majors like Hindustan Motors, Premier Automobiles, Telco, Bajaj, Mahindra and Mahindra, low technology and assured business for most of the auto-component-manufacturers.

The entry of Maruti in the 1980s marked the beginning of the second phase of the industry. The autoancillary industry in the country really showed a spurt in growth during this period. This period witnessed the emergence of a new generation of auto ancillary manufacturers who were required to meet the stringent quality standards of Maruti’s Korean collaborator Suzuki of Japan. The good performance of Maruti resulted in an upswing for the domestic auto ancillary industry. It was during this period that auto components from India began to be exported.

The entry of foreign automobile manufacturers ranging from Mercedes Benz, Ford, and General Motors to Daewoo following the government liberalizing the foreign investment limits saw the beginning of the third phase of the evolution of the industry. The auto ancillary industry witnessed huge capacity expansions and modernization initiatives in the post liberalization period. Technological collaborations and equity

Partnerships with world leaders in auto components became a common affair. However, the global automobile majors soon realized the folly of their estimations in India. The market did not seem to be as big as it appeared to be. Hence, sales targets went awry. The tough competitive scenario saw a lot of consolidation in the industry and it still continues unabated.

Indian Auto Industry - Market Overview

The industry has grown at a CAGR of 14% p.a over the last 5

years, with sales of 9 million vehicles in 2006-07

With the potential to emerge as one of the largest in the world. Presently, India is

1. 2nd largest two wheeler market in the world

2. 4th largest commercial vehicle market in the world3. 11th largest passenger car in the world and is expected

to be the 7th largest market by 2016

The industry has emerged as a key contributor to the Indian economy

Indian Automobile Industry—Recent Trends

The Indian automotive industry has flourished like never before in the recent years. This extra-ordinary growth that the Indian automotive industry has witnessed is a result of a two major factors namely, the improvement in the living standards of

Size of around US$ 34 billion in 2006

the middle class, and an increase in their-disposable-incomes.

Moreover, the liberalization steps, such as, relaxation of the foreign exchange and equity regulations, reduction of tariffs on imports, and refining the banking policies, initiated by the Government of India, have played an equally important role in bringing the Indian Automotive industry to great heights. It is estimated that the sale of passenger cars have tripled compared to their sale in the last five years. Thus, the sale of cars has reached a figure of 1 million users and is expected to increase further. It's also to be noted that the demand for luxurious models, SUVs, and mini-cars for family owners, have shot up, largely due to increase in the consumer's buying-capacity.

The increased demand for Indian automobiles has resulted in a large number of multi-national auto companies, especially from Japan, U. S. A., and Europe, entering the Indian market and working in collaboration with the Indian firms. Also, the institutionalization of automobile finance has further paved the way to sustain a long-term high growth for the industry.

Automotive Industry: India Strategic Market Profile

Although India has been much discussed in recent years, and has been the recipient of major foreign investment in its automotive industry, it has in many ways not received the attention of the world’s other major developing country, China – but this is about to change. With the world’s second largest and fastest-growing population, there is no denying India’s potential in both economic and population terms and the effect it will have on the auto industry in the years to come. The country is already off to a good start, with a well-developed components industry and a production level of one million four-wheeled vehicles a year, plus a further five million two- and three-wheelers.

Indian vehicle exports have grown at a scorching rate of over 40 % over the last few years. Key exporters include:

• Maruti, Tata Motors, M & M and Hyundai for Passenger Cars and MUVs

• Tata Motors and Ashok Leyland for LCV / M & HCVs• Bajaj, TVS Motors and Hero Honda for 2 wheelers

The Automotive Industry and the EnvironmentThe automotive industry currently faces huge challenges.

The fundamental technological paradigm it relies on, volume production, has become progressively more unprofitable in the face of increasingly segmented niche markets. At the same time it faces increasing regulatory and social pressures to improve both the sustainability of its products and methods of production. Building on a wealth of research, the automotive industry and the environment addresses those challenges and how they can be met in producing a sustainable and profitable industry for the future.

India’s developing Automotive Markets and Industry

India is an emerging country with huge potential. The domestic economy is now growing at around 7% per annum and India's growing importance in global terms is being reinforced by rapidly rising exports. India's low cost but highly skilled manufacturing base means that the country is also taking centre stage as a favored location for global outsourcing. The automotive industry is at the centre of India’s new global dynamic. The domestic market is expanding rapidly as incomes rise and consumer credit becomes more widely available. Manufacturers’ product lines are being continually expanded, as is the local automotive manufacturing base.

Expectations are high that India can develop as a global hub for small car manufacture and as an outsourcing centre that offers the global automotive industry solutions high up the automotive value-chain.

This management briefing reviews the current status of and future prospects for India's automotive industry.

INDIA - ADVANTAGE AND BUSINESS OPPOURTUNITES

Opportunities in the Indian Automotive Sector

Proven product Development capabilities

Capabilities to develop complete vehicles and systems

More than 125 Fortune 500 (including large auto companies) have R&D centers in India

Companies can leverage India’s acknowledged leadership in the IT industry

Stable economic policies

Continuity in reforms and policies

India targets to emerge as the “manufacturing hub”

for small cars

High quality standards

12 Indian component manufacturers have won the Deming Prize for quality

Most leading component manufacturers are QS and ISO certified

INDIAN AUTO INDUSTRY

Competitive manufacturing cost

Implementation of VAT, has positioned India as one of the leading low cost manufacturing sources

Export Potential Increased

outsourcing has led to

a large potential to export components and vehicles

to other markets

Large and growing domestic demand

Demand growth expected to be around

10 % CAGR making India one of the fastest growing markets

Industry Structure

The Indian car market has been divided in to small cars, mid size cars, luxury cars and multi utility vehicles.

Small cars: It is the most preferable small car segment in Indian economy. Under this segment we have Maruti 800, Maruti Zen, Maruti Wagoner, Maruti swift, Tata Indica, Hyundai Santro, Fiat Palio, and Maruti Alto, Maruti Zen, Estilo ,Tata Nano etc.,

These are the best suitable for Indian middle class people. These cars also suit Indian roads and traffic conditions. The concept of small cars has emerged from Japan. Small cars are fuel efficient with latest sleek look and advanced technology.

Mid size cars: The mid size cars are to upper middle class people of society.Business executives mainly use these cars. Under this we have Maruti sx4,Esteem, Ford Fusion, Ford Fiesta, Opel Astra, Tata Indigo, Tata Marina, Honda City, Chevrolet Aveo, Hyundai Accent etc.,

Luxury cars:

The elite members of the society use these luxury cars. The luxury cars are symbol of success of a man.

Under this we have Maruti Grand Vitara, Ford Mondeo, Skoda Octavia, Skoda Laura, Hyundai Sonata, Hyundai Elantra, Toyota Corolla, Toyota Cramy, Mitsubishi Lancer, Mitsubishi Cedia, Honda Civic, Honda CRV, Honda Accord, Chevrolet Optra, Mercedes-Benz (S-class, E-class), Maruti Baleno etc.,

Multi Utility Vehicle:

MUV’S are used for transportation purpose. As MUVs are very rugged and powerful vehicles they are used in hilly regions. Today there are a lot of players in the car segment. This has increased competition amongst the manufacturers.

Under this we have Tata Sumo, Tata Sierra, Tata Safari, Maruti Gypsy, Bajaj Tempo, Ford Endeavour, Toyota Qualis, Toyota Innova, Mahindra Voyager, Mahindra Scorpio, Mahindra Bolero etc.,

Now-a-days dealers and manufacturers are providing many attractive financial facilities for the consumers. This indicates that the manufacturers will have huge demand in coming decades.

Major players in automobile industry

The major players in the automobile industry are as follows:

Maruti Suzuki Toyota Skoda Honda Hyundai Chevrolet Tata Hindustan Motors Mitsubishi Ford

These are the companies that bring to us our dream machines. This where it all starts from the bourgeoisie Maruti 800, the up market the stately Mercedes, and the rest. Wend your way through the automobile companies, their history product lines. Find out hitherto unknown facts about the vehicle you use. Did you know that the Hindustan Motors were the first vehicles manufacturing company to be set up in India? And it is the same Hindustan Motors, which

manufactures both the sturdy Ambassador and the elegant Lancer, in association with Mitsubishi.

CHAPTER 4COMPANY PROFILE

Maruti Udyog Limited (MUL) was established in Feb 1981 through an Act of Parliament, to meet the growing demand of a personal mode of transport caused by the lack of an efficient public transport system.

Maruti Udyog is India’s leading maker of automobiles. Through a partnership with Suzuki, the company makes models such as the Alto, Gypsy, and Zen. In addition to domestic sales, Maruti also exports its Alto model to many European markets. The company’s three-plant manufacturing complex near New Delhi has an annual capacity of about 3.5 million cars per year. Maruti Udyog enjoys about a 50% share of its domestic market. To help maintain its share of the market, the company is building a new plant near its existing plants in Gurgaon about 25 miles from New Delhi.

Suzuki Motor Company was chosen from seven prospective partners worldwide. This was due not only to their undisputed leadership in small cars but also to their commitment to actively bring to MUL contemporary technology and Japanese

management practices (which had catapulted Japan over USA to the status of the top auto manufacturing country in the world).

A license and a Joint venture agreement were signed between Govt. of India and Suzuki Motor Company (now Suzuki Motor Corporation of Japan) in Oct 1982.

The objectives of MUL then were:

Modernization of the Indian Automobile Industry.

Production of fuel-efficient vehicles to conserve scarce resources.

Production of large number of motor vehicles which was necessary for economic growth.

Maruti is India’s largest automobile company. The company, a joint venture with Suzuki of Japan Has been a success story like no other in the annals of Indian Automobile Industry.

SUZUKI PARTNERING MARUTI FOR LEADERSHIP

Suzuki’s world leadership in compact cars.

Large seller of compact cars worldwide 23 million Suzuki has been the market leader in the Japanese compact car segment for 19 consecutive years.

General Motors has sought expertise in small car technologies from Suzuki through strategic alliance since the 1980’s and has recently increased its equity stakes in Suzuki to 20 %.

Suzuki has also launched cars like the Vitara, Wagon R Wide, carry and other such models which have further contributed to Suzuki’s image as one of the most imaginative designers for functional compact vehicles.

The company has seen cumulative sales overseas in excess of 10 million cars.

Suzuki motor

Corporation sells its product in 170 countries

For a concise yet comprehensive look at what Maruti has meant at the industry.

When we entered Success Evolution and adaptability Network Technology trans

WHEN WE ENTERED:

When Maruti entered the Indian car market, there were two major players in the market. One is h8industan motors and other was fiat. it sought to fill what it perceived as two very glaring needs one, to provide fuel efficient, low cost vehicles, which are reliable and of high quality. To offers customers good vehicles and better sales services which satisfies their needs. Total automobile value and customer satisfaction, these objectives shaped out policies and our approach to quality.

Additionally, the absence of efficient public transportation system was leading to a growing demand for passenger car.

A bargaining work force and growing middle class population meant that personal transport had become a necessity. To attract good managerial talent, they corporate world had started to offer cars even to junior executives. Since the car that Maruti manufactured were mainly entry level cars the company successfully fulfilled the demand in the market.

SUCCESS: The first class rolled out for sale on 14th December 1983(the customers went into production in a record 13 months) marking the beginning of a revolution in the Indian automobile industry.

The Indian car market had stagnated at a volume of 30,000 to 40,000cars a year for the decade ending 1983.in 1983, this figure reached a number of 1, and 96,820.maruti’s figures are a different story all together. We reached a total production of one million vehicles in March 1994, becoming the first Indian company to cross this milestone. We crossed the million marks in 1997.

For the year ended 1997-98 Maruti had posted a turnover of us dollars 2.1billion and a profit before tax of us dollars 244

million. during the year Maruti produced 350000 vehicles, out of which 26000 were exported. Maruti has played profits in every

year since inception, and has been paying dividends for the last 10years. Through the Maruti has provided world class contemporary Japanese technology, suitably adapted to Indian conditions and Indian car users. we have also provided users with a range of cars to suit different needs. Maruti’s market share figures show the response of customers in 1997-98, our market share of vehicles was over 70%.in addition to leading in the economy car segment, Maruti is also the leader in the luxury car segments with a market share of 38%.

With many international automobile majors setting up base in Indian, we expert intense competition in the coming years. We however welcome the transistor from a seller’s market to a buyer’s market. In this environment only those firms will survive, which have strong supplier base a wide spread sales and after sales network and are able to offer a large number of quality variants at reasonable prices.

EVOLUTION AND ADAPTABILITY:

Maruti’s story in a changing economic scenario has been as follows. The success of the joint venture led Suzuki to increase its equity from 26% to 40% in 1987 and further to 50% in 1992.As a result, Maruti changed from being a Govt.co.to a Non-Govt.co.

On February 24th 1981 Govt. of India incorporates Maruti Udyog limited as a 100% public limited co. on October 21982

license agreement and joint venture agreement signed with Suzuki. In 1983 the maruti800 launched bringing about the first major revolution in the Indian car market.

From 1984 onwards, for more than half a decade, the car industry had to deal with certain factors. Excise duty was marked by a steady rise across 1984 to 1991 (15%$ in 1984, 42% in 1989, 52.5%

in 1990&66% in 1991). Despite a considerably weaker rupee the import duty on car components that has also risen from 40% to 75%. All this lead to sharp increase in customer price and a consequent fall in the overall demand for passengers’ cars. Maruti’s growth continued despite rising tax levels and the low accorded to car production. With the introduction of liberalization from July1991, the Govt. realized the high growth potential of the passenger car market. It took note of the contributions of this segment in promoting employment, technological up gradation of industry and contribution to Govt. revenue. Policy changes took place accordingly.

Maruti’s excellent performance in the post liberalization milieu is in keeping with the earlier trend set by it. Maruti has kept place with the times, to continue providing its customer

products of high quality. Today, our strong dealer and service network consists of 335 sales outlets, 1986 service centers across 1053 cities as on 31-10-2007.

Maruti Udyog limited rolls out one car every 43 seconds.

With more than I new product launched every year and 4 new products was launched in 2000, since 1981 Maruti has consistently delivered high quality products to Indian customers, more than 30

lakh people in India are proud to own and drive Maruti cars. Tried, tested & trusted, proven

On Indian roads, it is customer oriented and responsive to every need & budget.

PRODUCTION/R&D

Spread over a sprawling 297 acres with 3 fully integrated production facilities, the Maruti Udyog plant has already rolled out over 4.3 million vehicles. In fact, on an average, just 14 hours to make a car. More importsntly, with an incredible range of 11 models available in 50 variants, there’s a Maruti Suzuki made here to fit every car – buyer’s budget dream.

PRODUCTION MILESTONES:

1st vehicles produced, December 1983

1, 00,000 vehicles produced by August 1986

5, 00,000 vehicles produced by June 1990

10, 00,000 vehicles produced by March 1994

15, 00,000 vehicles produced by April 1996

20, 00,000 vehicles produced by October 1997

25, 00,000 vehicles produced by March 1999

30, 00,000 vehicles produced by June 2000

35, 00,000 vehicles produced by December 2001

40, 00,000 vehicles produced by April 2003

45, 00,000 vehicles produced by April 2004

50, 00,000 vehicles produced by April 2005

55, 00,000 vehicles produce by April 2006

60, 00,000 vehicles produced by April 2007

60, 50,000 vehicles produced by February 2008

MARUTI SALES IN FEBRUARY 2008 :

New Delhi, February 1, 2008: Car market leader Maruti Udyog Limited sold 48,526 units in the domestic market in January 2008.

This is a growth of 7.1 percent over January 2007.

In all, the company sold 50,109 units, including 1,583

units of exports, during January 2008. The company’s volume in the domestic A2 segment grew by 21.2 per cent compared to January 2007. As published in Overdrive Magazine dated 15th

March 2008.

THE QUALITY ADVANTAGE:

Maruti Suzuki owners experience fewer problems with their vehicles than any other car manufacturer in India (J.D. Power IQS Study 2004). The Alto was chosen No. 1 in the premium compact car segment and the Esteem in the entry level mid-size car segment across 9 parameters.

The J.D. Power APEAL Study 2004 proclaimed the Wagon R no. 1 in the premium compact car segment and the Esteem No. 1

in the entry level mid – size car segment. This study measures owner in terms on design, content, layout and performance of vehicles across 8 parameters.

A Buying Experience like No Other

Maruti Suzuki has a sales network of 307 state-of the –art showrooms across 189 cities, with a workforce of over 6000 trained sales pertsommel to guide our customers in finding the right car. Our high sales and customer care standards led us to achieve the No.1 nameplate in the J.D. Power SSI Study 2004.

Quality Service across 1036 Cities

In the J.D. Power CSI Study 2004, Maruti Suzuki scored the highest across all 7 parameters: least problems experienced with vehicle serviced, highest service quality, best in-service experience, best service delivery, best service advisor experience, most user-friendly service and best service initiation experience.

92% of Maruti Suzuki owners feel that work gets done right the first time during service. The J.D. Power CSI study 2004 also reveals that 97% of Maruti Suzuki owners would probably recommend the same make of vehicle.

One Stop ShopAt Maruti Suzuki, you will find all your car-related needs met under one roof. Whether it is easy finance, insurance, fleet management services, exchange- Maruti Suzuki is set to provide single-window solutions for all your car related needs.

The Low Cost Maintenance AdvantageThe acquisition cost is unfortunately not the only cost you face when buying a car. Although a car may be affordable to buy, it may not necessarily e affordable to maintain, as some of its regularly used spare parts may; be priced quit steeply. No to so in the case of a Maruti Suzuki. It is in the economy segment that the affordability of sapres inn most competitive and it is here where Maruti Suzuki shines.

Lowest Cost of Ownership The highest satisfaction ratings with regard to cost of ownership among all model are all Maruti Suzuki vehicles: Zen, Wagon R, swift, Esteem, Maruti 800, Alto and Omni We are proud to have the lowest cost of operation/km ( among petrol vehicles ) – the top 5 models are all Maruti Suzuki Models> Maruti 800. Alto, Zen, Omni and Wagon R.TECHNOLOGICAL ADVANTAGE:

We have introduced the superior 16*4 Hypertech engines across the entire Maruti Suzuki range. This new technology harnesses the power of a brainy 16-bit computer to a fuel –efficient 4-valve engine to create optimum engine delivery. This means every Maruti Suzuki owner gets the ideal combination of power and performance from his car.

Our other innovation has been the introduction of Electronic Power Steering (EPS) in select models. This results in better and greater maneuverability. In other words, our cars have become even more pleasurable to drive.

SUZUKI COMPACT CAR TECHNOLOGY:All Maruti vehicles are the produce of Suzuki’s worldwide leadership in compact car technology. A technology that has fine-tuned the art of maximizing the minimum of providing compact cars with sufficient interior space, performing and durability. This is an expression of phenomenon engineer strength that has

taken the lead in designing an entirely new category of worldwide.

HIGH VALUE AND LOW MAINTENANCE:

All Maruti cars are packed with value added features. They are engineered to give maximum fuel efficiency, and require very little maintenance, so what you get a superior quality at the right price.

RELIABLE QUALITY:

With growing customer base of over 2 million people it goes without saying that Maruti synonymous with reliability. It is also a car company that constantly upgrades its product to with your changing needs, with the changing times.

Maruti’s quality policy revolves around:

ISO

Kaizen

The approach to quality at Maruti is in tune with Japanese practice. “Build it into the product”

In 1993, Maruti passed the conformity of production (COP) Audit, conducted by A V Belgium.

In May 1995 obtained ISO 9002 certification the only one in India and the fourth Asian car manufacturer to receive this certification.

ISO 9002 includes the quality assurance introduction, installation, marketing and sales as well as after sales service.

Kaizen is a series of small improvements on a continuous basis requiring negligible investments.

Employees are encouraged to make suggestions and this activity has led to cost savings of Rs.785 million last year.

Quality circles are formed to collectively generate suggestions for improvements.

NETWORK:

Maruti has transformed the concept of after sales sales service I the Indian automobile industry. We are committed to making sure that our relationship with the customer does not end with the purchase of the vehicle. Maruti has built up an extensive

network of showrooms, dealers workshops and authorized service stations to ensure that no matter where you go, you are never far away from a Maruti authorized station.

Maruti has believed that quality and productivity are not merely functions processing the best equipment our partners, Suzuki agree with us that an effective transfer of manufacturing technology cannot consist merely of drawings computer print outs or sending senior management members to Japan.

Accordingly, we have concentrated on training and motivating the people who operate and maintain this equipment ours services supervisors and engineers are send to Japan on a continuous basis for a six month period. Till date over 20% of our employees out of a total strength of 4975 have benefited form this agreement. As a result, the transfer of technology form Suzuki has been an smooth process. By February 1990 itself, a local contained of above 90% was reached from the Maruti 800.

ABOUT DEALERS:Maruti believes that its relationship with the customer

doesn’t end with the purchase of a car, from its inception. Maruti was committed to providing an excellent network that would facilitate consumer vehicle, accessing spare parts, and getting their vehitrategic alliance since the 1980’s and has recently increased its equity stake in Suzuki to 20%. Suzuki has launched

cars like the Vitara, WagonR Wide, carry and other such models, which have further contributed to Suzuki’s image as one of the most imaginative designers for functional compact vehicles. The company has seen cumulative sales overseas in excess of 10

million cars. Suzuki Motor Corporation ells its product in 170

countries. For a concise yet comprehensive look.

COMPREHENSIVE LOOK:

At what Maruti has meant Indian automobile company that can promise its customer a wide range of cars to suit a host of different lifestyles.

MISSION AND VISION:

Today, Maruti is India’s largest Automobile Company. This fact was achieved by the missionary zeal of our employees across the lime and the farsighted vision for our management.

THE COMPANY MISSION

To provide a wide range of modern high quality of fuel-efficient vehicles in order to meet the need of different customer’s both I domestic and export markets.

THE COMPANY VISION:

We must be an internationally competitive company in terms of our products and services.

We must retain our leadership in India and should also aspire to be among the global players.

Focus On:

Buildings continuously improving organization adaptable to quick changes.

Providing value and satisfaction it the customer.

Aligning and fully involving all our employees, suppliers and dealers to face competition.

Maximizing shareholders value.

Being a responsible corporate citizen.

COMMINMENT TO SOCIETY:

Launched omni Cabs with CNG, launches free pollution control drives. Promotes safety on the roads thorough ads issued in public interest. Interceptor vehicles have been sponsored along with equipment it the Traffic department, Is responsible for promotion of employment has tied up with over 350 domestic vendors IDTR-A unique concept.

CARE FOR THE ADVANTAGE:

Engine exhaust system designed to minimize emission. Recyclable material has been used for most metal body parts including the dashboard, bumper, front grill side molding & trims.Asbestos- free materials have been adopted for the brake pads.

THE MARUTI ADVANTAGE:

Japanese Technology.

Suzuki world leader in compact car segment.

India’s largest auto company.

India’s largest sales service and support network.

35,000+ trained service personnel.

State of the art 3T Technology-(Tried, Tested and Trusted).

Product range-every need and every budget. Value for money.

Each one of you.

FINANCE OPTION:

Finance for vehicles

1995 – Maruti countrywide set up by the association of GE capital, the worlds sargest non – banking financial services, HDFC and MUL.

Logo comprises three rings, which denotes the case of these 3 giants.

Shares the cultures of its parents.

Setup with the objectives of offering innovative finance schemes.

MCW operational in over 22 locations across the country.

Have over 46 DSA’s and representatives in 50 dealerships.

SCHEMES

Margin money product: 85% of asset financed for a period of 1-5 years, Repayment by post dated cheques (EMI’s).

Advance EMI product: 100% of the asset with a number of EMI’s taken in advance.

Security deposit is taken from the customer and the full value of assets in found. At the end of five years the security deposit with interest is refunded tithe customers.

Green channel: individuals with select credit cards are given loans without asking for income documents.

Easy access: Where the amount of EMI increases with the disposable income of the customer.

Citicorp Maruti: Joint bonds with city banks to help finance not only but also second hand cars too. The first to finance second hand cars.

Benefits:1. Widest range of flexible financing options.2. Attractive interest rates without hidden cost.3. Flexible repayment loans.4. Quick and hassle free loans.

FOCUS AREAS:

Customer Satisfaction: “Measured through CSI done internally and by JD Power”.

MILE STONES:

2014Maruti Suzuki Celerio, launched in 2014, competes with

Hyundai I1o, Chevrolet Beat and Honda Brio2013

As of 31 March 2014 Maruti Suzuki has 933 dealerships across 666 towns and cities in all states and union territories of India.

2012Maruti Suzuki will be introducing new 800 cc model by

Diwali in

2011Introduced new international brand Kizashi (launched

2011)2010

The Manesar manufacturing plant was inaugurated in February 2007 and is spread over 600 acres (2.4 km2).Initially it had a production capacity of 100,000 vehicles annually but this was increased to 300,000 vehicles annually in October 2010.

2009It has been rated first in customer satisfaction among all

car makers in India from 1999 to 2009 by J D Power Asia Pacific

2008During 2007 and 2008, Maruti Suzuki sold 764,842 cars, of

which 53,024 were exported. In all, over six million Maruti Suzuki cars are on Indian roads since the first car was rolled out on 14 December 1983.

2007

In this year launched SX4 (1586 cc) innovative product. And GRAND VITARA (1995 cc).

2006

In this year re launched Swift Car.Swift becomes bestselling Car. And it got best car of the

year.

2005

The fiftieth lakh car rolls out in April, 2005

2004

New (non A/C) variant of Alto Alto becomes India’s new bestselling car Versa 5-seater, a new variant Baleno LXi, a new variant

Maruti closed the financial year 2003-04 with an annual sale of 472122 units, the highest ever since the company began operations 20 years ago.

2003

New Suzuki Grand Vitara XL-7 Redesigned and all-new ZwnNew upgraded Wagon REnters into partnership with State Bank of IndiaProduction of 4 millionth vehicles. Listed on BSE and NSE after a public issue oversubscribed 10 times

2002

Wagon R PrideEsteem Diesel. All other variants upgradedMaruti Insurance. Two new subsidiaries started: Maruti

InsuranceDistributor Services and Maruti Insurance Brokers LimitedAlto Spin LXi, with electronic power steeringSpecial edition of Maruti 800, India’s fist colour- coordinated carMaruti True value In Mumbai with 10 finance companies

2001

Zen LXiMaruti True Value launched in Bangalore and DelhiMaruti Versa, India’s first luxury MPV

Alto Spin LXi, with electronic power steering Alto VxiCustomer information centers launched in Hyderabad, Bangalore and Chennai Launch of versa

2000

First Car Company in India to launch a Call CenterNew Alto Alturra, a luxury estate carIDTR (Institute of Driving Training and Research) launched jointly with the Delhi government to promoter safe driving habits

1999

Maruti 800 EX (796cc, hatchback car)

Zen LX (993cc, hatchback car)Zen VXi (993cc, hatchback car with power steering)Omni XL (796cc, MUV, high roof)Baleno (1600cc, 3 Box Car)Wagon R

Launch of Maruti-Suzuki innovative traffic beat in Delhi and Chennai as social initiativesMaruti launches website as part of CRM initiativesZen D (1527 cc diesel, hatchback car)Zen VX & Omni E O (796cc, MUV)Launch of website as part of CRM initiatives

1997

1998 Esteem (1299cc, 3 box car) LX, VX and AXNEW Maruti 800(796cc, hatchback Car) Standard and Deluxe

Produced the 2 millionth vehicle since the commencement of production

1996

Gypsy (E) (970cc, 4WD 8seater)Omni (E) (796cc, MUV, 8seater)Gypsy King (1298cc, $WD, off road vehicle)

Zen Automatic (993cc, hatchback car)Esteem 1.3l (1298cc 3 box Car) AXLaunch of 24-hour emergency on –road vehicle service

1995

Esteem 1.3L (1298cc, 3 box car) VXWith the launch of second plant, installed capacity reached 200,000 units

1994

Esteem 1.3L (1298cc, 3 box car) LXProduction the 1 millionth vehicles since the commencement of production

1993

Zen (993cc, hatchback Car), which was late exported in Europe and elsewhere as the Alto

1992

SMC increases its stake in Maruti to 50 percent

1991

Reaches cumulative indigenization of 65 percent for all vehicles produced

1990

Maruti 1000(970cc, 3 box), India’s first contemporary sedan

1988

Installed capacity increased to 100,000 units

1987

Exported first lot of 500 cars to Hungary

1986

Maruti 800 (New Model-796cc, hatchback Car)Produced 100,000 vehicles (cumulative production)

1985

Launch of Maruti Gypsy (970cc, 4WD off –road vehicle)

1984

Omni, a 796cc MUVInstalled capacity reached 40,000 units

1983

Maruti 800, a 796cc hatchback, India’s first affordable car.Production was started under JVA

1982

License and JV agreement signed between Maruti Udyog Ltd. And AMC of Japan

1981

Maruti Udyog Ltd. Was incorporated under the provisions of the Indian Companies Act, 1956.

PRODUCT PROFILE

PRODUCT PROFILE

Maruti has brought to this country fuel efficient car in all segments, i.e., small cars, mid-size cars, luxury cars and multi utility vehicles. The various products of Maruti cars are:

Maruti Maruti : : GRAND VITARAGRAND VITARA

A car that adventures the sports at a stretch Overall length, width and height (mm)-4470,1810,1695

Fuel tank 66lts, 4-cylinder in-line, turbo charged & Accelerator control is Drive by wire

16-value multi point fuel injection engine SSBS(sure stop breaking system) 5-speed gear box, VIS(variable induction system) Brakes: Front Disc, suspension, Anti-lock braking system Dual front airbags Environment friendly dual AC & Personalized AC vents

for 2nd &3rd row seats Electric adjustable outside mirrors

MARUTI SX4: This is the bestselling car. It has the caption over Performance, Styling, Technology, Safety and Luxury.

Maruti SX4

Overall length, width and height (mm)-4490,1735,1560

4 cylinder, in-line, 16v DOHC SEFI fuel system Kerb weight 1200 kg 5-speed gear box Turning radius 5.3 m Independent suspension with gas filled McPherson

struts suspension & anti-roll bar Brakes- Ventilated discs Twin jewel effect headlamps Air conditioning with cabin air re-circulation facility Child safety rear door locks 50L fuel capacity

MARUTI ESTEEM: A family car with different look. The caption is welcome to the BIG world

NEW Maruti Esteem

Overall length, width and height (mm)-4095,1575,1395

4 cylinder in-line, 16-v DOHC 40 L fuel tank capacity SEFI fuel system Engine control is Electronic control module(ECM) 5-speed manual gear box McPherson struts suspension Tubeless tyres Luxurious ‘avocado’ interiors-two tone: grey and beige Engine type is petrol engine, 4 stroke cycle, all

aluminium water cooled SOHC Laden weight is 1315 kg

Headlamps on warning: in case you forget to switch it off

Day / night inside rear view mirror

MARUTI WAGONR: A car for smarter race.

Maruti NEW WAGONR CHANGE TO A POSITIVE OUT LOOK

Overall length, width and height (mm)-3520,1490,1660

4 Cylinder in line, FC Engine, 8-V SOHC, Electronic Power Steering(EPS) Maximum torque Nm is 84@3500 rpm

5-Speed gear box, Manual (Lx, Lxi, Vxi) Sporty body colored bumpers Day-night inside rear view mirror Internally adjustable outside mirrors 35L fuel capacity Sporty bumper with fog lamps

MARUTI SWIFT: YOU’RE THE FUEL,"ONE SOUL.TWO HEARTS".

Maruti SWIFT

Overall length, width and height (mm)-3695,1690,1530.

4-cylinder, 16-valves, in this petrol & diesel available 5-Speed manual Maximum torque 113Nm@4500rpm in petrol,190Nm@2000rpm

in diesel Fuel type/system: Gas engine/Sequential electronic fuel

injected Brakes rear-drums, in front ventilated discs Fuel tank capacity 43litres Maximum speed 160 kmph Engine capacity in petrol 1298cc, in diesel 1248cc Steering in Rack & pinion, power assisted.

MARUTI ZEN ESTILO:A car caption is ‘SHAPE YOUR WORLD’

Maruti ZEN ESTILO

Overall length, width and height (mm) 3495,1495,1595

4-Cylinder, engine capacity 1061cc

5 speed manual

Maximum torque (Nm/rpm) 84/3500

Fuel tank capacity 35lt

Front brake ventilated disc, rear brake drum

Electronic power steering system (EPS)

Gross vehicle weight 1275 kg

MARUTI ALTO: A Car caption is New ALTO lets go.

Maruti New ALTO let’s go

Overall length, width and height (mm) 3495,1475,1460

3-cylinder, engine control 32 bit computer

Engine type FC engine, 4 valves per cylinder MPFI

Swept volume 796cc

Maximum power 47 bhp@6200 rpm

Maximum torque 62 Nm@3000 rpm

Seating capacity 5 persons

5 speed, all synchromesh, manual

Gross vehicle weight is 1165 kg

MARUTI OMNI: THE ECO RIDE Omni LPG

Maruti Omni LPG

Overall length, width and height (mm) 3370,1410,1640

3- cylinder, 6-valves in this LPG & Petrol models are available

Power transmission 4 forward, all synchromesh, 1 reverse

Brakes system front disc (Booster Assisted), rear drum

Maximum power(LPG model) 27 bhp@4500 rpm

Maximum power (Petrol model) 30 bhp@5000 rpm

Maximum torque 5.1 kgm@2250 rpm

Suspension front Mc person strut, rear leaf spring with shock

Absorbers, shock absorbers telescopic, double action

Engine capacity 796cc

MARUTI 800: A car is very simple and safety & good look also.

Maruti 800 change your life

Overall length, width and height (mm) 3335,1440,1405

Fuel tank capacity 28 liters

3-cyilender, 4 stroke cycle, water cooled SOHC(IC2V)

Steering rack & pinion

Suspension front McPherson strut & coil spring

Rear coil spring with gas filled shock absorbers

Brakes front disc, rear drum

Laden weight 1000 kg

Maximum torque 59 Nm @ 2500 rpm

Engine capacity 796cc

CHAPTER 5DATA

ANALYSIS&

INTERPRETATION

RESEARCH METHODOLOGY AND RESEARCH DESIGN:

Research DesignSample Design : Descriptive Research Type of universe : ConsumerSampling unit : HyderabadSize of the sample : 100

Type of sampling : Simple random samplingType of question : Open-ended and Close-endedType of questionnaire : Structure disguisedType of scaling : Nominal, Ordinal, Interval scale

SOURCE OF DATA:(a) Primary Source: This was the main source of data. The

data was obtained from individual respondent.(b) Secondary Source: The use of secondary data is made

in knowing the industry trends and market share of individual company.

COMMUNICATION / RESEARCH APPROACH:Data was collected from primary sources. The instrument

used for this purpose was a structured questionnaire, which was formatted in such a way that it was clear and easy for the respondents to understand and it had optimum number of questions. The questionnaire method was chosen for this research because collection of behavioral data was the key objective of this research.

BRANDS OF MARUTI CARS OWNED BY RESPONDENTS

TABLE NO.1

Brands No. of Respondents Percentage Maruti 800 12 12Omni 10 10Zen 13 13Alto 24 24Wagon R 18 18Swift 22 22Versa 1 1Total 100 100

Brands of maruti

05

1015202530

Maruti800

Omni Zen Alto WagonR

Swift Versa

Brands

No. o

f res

pond

ents

Maruti 800

OmniZenAlto

Wagon RSwift

Versa

Interpretation: 24% customers preferred “ALTO” cars, 22%preferred “SWIFT” cars, 18% preferred “WAGONR” cars, 13% preferred “ZEN” cars, 12% preferred “MARUTI 800” cars, 10% preferred “OMNI” cars.

MODE OF AWARENESS

TABLE NO:2

Mode No of respondents PercentageMagazines 11 11News papers 23 23Tv ads 19 19Friends 47 47Any others 0 0Total 100 100

11%

23%

19%

47%

Magazines

New spapers

Television ads

Friends

Interpretation

This shows that the mode of awareness is mainly due to the friends circle and then we see through Television, newspapers and magazines.

SPECIAL FEATURES THAT ATTRACTED A BUYER

TABLE NO :3

Particulars No of respondents PercentageBrand 29 29Price 41 41Promotions 8 8Services 22 22Total 100 100

29

41

8

22

29

41

8

22

0

5

10

15

20

25

30

35

40

45

Brand Price Promotions Service

Interpretation

41% of the respondents preferred price while purchasing a vehicle and 29% of respondents preferred Brand.

FEATURES PREFFERED BEFORE BUYING CAR

TABLE :4

Particulars No of respondents PercentagePower 9 9

Fuel efficiency 53 53Safety 22 22

Style 16 16Total 100 100

Interpretation:53% of the respondents preferred fuel efficiency as feature before buying a car. Safety and style is considered secondary when compared to the fuel efficiency.

FEEL WHILE DRIVING MARUTI

TABLE NO:5

Particulars No.of Respondents percentageMore comfortable 20 20Comfortable 68 68Less comfortable 11 11Un comfortable 1 1Total 100 100

9%

53%22%

16%Power

Fuel Efficiency

Safety

Style

20

68

111

010203040506070

Morecomfortable

Comfortable Lesscomfortable

Uncomfortable

No.of Respondents

Interpretation:68% of the respondents are felt comfortable while driving and 20% felt more comfortable.

OVER ALL PERFORMANCE OF THE CARS

TABLE NO:6

Particulars No of respondents PercentageExcellent 17 17

Good 59 59Average 24 24

Bad 0 0Worst 0 0Total 100 100

0

10

20

30

40

50

60

Excellent Good Average Bad Worst

NO.OF RESPONDENTS

NO.OF RESPONDENTS

Interpretation: 59% of respondents are good and 17% Are respondents excellent in overall performance.

COST OF CAR WITH OTHER SEGMENT CARS TABLE NO. 7

Particulars No. of Respondents PercentageExpensive 4 4Moderate 43 43Economical 53 53Total 100 100

cost of car with other segment cars

Expensive 4%

Moderate 43%Economical 53%

ExpensiveModerate

Economical

Interpretation:

53% of the respondents rated maruti cars are the economical cars, and 43% rated the cost of the as moderate when compared to other segment cars

RANK FOR THE MILEAGE TABLE NO. 8

Particulars No. of Respondents PercentageVery good 20 20Good 54 54Average 26 26Bad 0 0worst 0 0Total 100 100

rank for the mileage

0

10

20

30

4050

60

Very good Good Average Bad worst

Very good Good Average Bad worst

Interpretation:54% of the respondents ranked the mileage of the maruti cars are good. and 26% rated as average.

INFORMATION ABOUT SERVICE OFFERED BY COMPANY TIME TO TIME

TABLE NO. 9

Particulars No. of Respondents PercentageYes 85 85No 15 15Total 100 100

No. Of Respondents

Yes 85%

No 15%

Yes No

Interpretation:

85% of the respondents were aware of the free service provided of the company.

ASE THE NUMBER OF SERVICES OFFERED BY THE COMPANY

TABLE NO. 10

Particulars No. of Respondents PercentageYes 80 80No 6 6Can’t say 14 14Total 100 100

No. of Respondents

80%

6%14%

Yes No Can’t say

Interpretation:

80% of the respondents were desirous to increase the free services offered by the company

TOOL SUITABLE FOR PROMOTION

TABLE NO. 11

Particulars No. of Respondents PercentageAdvertising 45 45Sales promotion tool 41 41Personal selling 12 12Any other 2 2Total 100 100

No. of Respondents

05

101520253035404550

Advertising Salespromotion

tool

Personalselling

Any other

AdvertisingSales promotion tool

Personal sellingAny other

Interpretation: 45% of the respondents are satisfied with Advertising , 42% for sales promotion tool, 13% for personal selling &Any other promote Maruti cars

MAN FOR DECISION MAKER TABLE NO. 12

Particulars No. of Respondents PercentageFather 53 53Mother 31 31Son 14 14Daughter 2 2

Total 100 100

0

10

20

30

40

50

60

Father Mother Son Daughter

No. of Respondents

Father

MotherSon

Daughter

Interpretation: Father is the main influence for decision maker to purchase a car.

PERSONS ATTITUDE TOWARDS DEALERS SALE

TABLE NO. 13

Particulars No. of Respondents PercentagePolite 36 36Kind and soft 30 30Knowledgeable 19 19Excellent support 15 15Total 100 100

No. of Respondents

36%

30%

19%

15%

Polite

Kind and softKnowledgeable

Excellent support

Interpretation:

Most of the respondent’s attitude towards dealer’s sales is to be polite and kind and soft.

CHAPTER 6

FINDINGS&

SUGGESTIONS

FINDINGS

The sales consultants were polite and courteous with the

customers, and answer all the queries.

Information regarding price list etc is readily available at

the showroom.

Majority of customers says that the sales consultants are

knowledgeable and they able to answers the queries.

As above mentioned 96% of the customers says that they get

there vehicles at clean & good conditions.

Over all 64% of the customers have received the letter of

thanks from this dealer.

The majority of the customers experience regarding dealer

was good & excellent.

Majority of the customers would like to recommend Maruti

varun dealer definitely to there friends & associates.

Customers who had purchased vehicles from this dealer

would like to visit the same showroom in case of

purchasing another Maruti car.

Almost every customer felt that they gain some advantage

in buying the vehicle from Marutisuzuki agencies.

Majority of the customers are highly satisfy with overall

performance of cars & still minor changes can be brought

in the car.

The customers are satisfied with the available colors.

Most of the customers are satisfied with the prices charged

by Maruti Suzuki varun Pvt Ltd agency.

Customer’s satisfaction towards organisation is to build

long term relation & strong value in them. The organisation

has been successful in satisfying individual needs of

customers.

RECOMMENDATIONS

The company should work towards building customers lifetime value enhances customer relationship.

Placing knowledge and technical sales people who are able to provide complete information to the customers their enquiry would be of greater advantage to the company.

The firm should work towards proper value delivery network where customers get value for his product.

Attention should be paid on addressing all the small and minute problems and queries in the customer care division.

Customers feel that the customer care division should involve more “Personnel and Human touch”

Sunday car servicing would be an added advantage to official people and it will be very convenient for every customer.

The firm should work towards bridging the gap between the customer’s expectations before purchase and customers satisfaction after the usage of the product.

CHAPTER 7CONCLUSION

CONCLUSION

Based on study conducted on customer

satisfaction it has been concluded that in order to improve the

satisfaction level, a company has to come up with different

models and creative technique. Hence, it has been further

concluded that to satisfy customer dealers plays a vital role in

providing accurate services by reaching there expectations and

by maintaining good relations with the customer which satisfies

there needs and wants.

QUESTIONNAIRE

MITHRA AGENCY

NAME:-…………………………………..

ADDRESS:-……………………………..

PHONE:-……………... e-mail……………………….

(1) Which model maruti car do you own...................?

(2) How did you to come to know about maruti cars?

( ) magazines ( ) newspapers

( ) TV ads ( ) friends ( ) any others

(3) What attracted/prompted you to buy maruti among

all other Brand’s? Please rank…

( ) brand ( ) price

( ) promotion ( ) services

(4) What features attracts you to buy the car you owning?

( ) power ( ) fuel efficiency

( ) safety ( ) style

(5) How do you feel when you drive maruti cars?

( ) more comfortable ( ) comfortable ( ) less comfortable ( ) uncomfortable

(6)How do you rate the overall performance of the car compared

to others?

( ) excellent ( ) good ( ) average

( ) bad ( ) worst

(7) How do you rate the cost of the car when compared to other

Segment of cars?

( ) expensive ( ) moderate ( ) economical

(8) Please rank the mileage of the car when compared to other Segment cars?

( ) very good ( ) good ( ) average

( ) bad ( ) very bad

(9) Do you get information about the free service offered by the

Company? From time to time?

( ) yes ( ) no

(10) Do you think the company should increase free servicing?

( ) yes ( ) no ( ) can’t say

(11) Which tool do you think will be most suitable for Promotion?

( ) advertising ( ) sales promotion tool

( ) personal selling ( ) any others

(12) Who is the main influence and decision maker?

( ) father ( ) mother

( ) son ( ) daughter

(13) How do you rate the dealer’s sale person’s attitude?

( ) polite ( ) kind and soft

( ) knowledgeable ( ) excellent support

(14) Any suggestions to improve companies’ image

…..………………………………………………………………………….. ……………………………………………………………………………….

BIBLIOGRAPHY

BIBLIOGRAPHY

TEXT BOOKS

1. Kotler & Armstrong, 2006, Principles of marketing (15th edition)

Prentice hall of India

2. David j. Luck & Ronald S. Rubin, 2002, marketing research

(9th edition) Prentice hall of India

3. S.L.Gupta, 2002, Cases & Problems in marketing research (1st

edition) Himalaya publishing house

WEBSITES

www.researchmarkets.com

www.carwale.com www.maruti.com

www.india.maruti.com www.indiacar.com

www.marutisuzuki.com www.marutiudyog.com