A Project report on

CUSTOMER SATISFACTION TOWARDS MARUTI CARS

AT MITHRA AGENCY Submitted by M.XXXXXXXXXX H. T. No. XXXXXXX In partial fulfillment for the award of the Degree of Master of Business Administration

Department of Business Administration SAI SUDHIR P.G.COLLEGE (Affiliated to Osmania University) E.C.I.L X ROADS, Hyderabad

CERTIFICATE
This is to certify that the project titled CUSTOMER

SATISFACTION TOWARDS MARUTI CARS submitted in

partial fulfillment for the award of Masters in Business Administration was carried out by M.CHANDRAKANTH under my guidance. This has not been submitted to any other University or Institution for the award of any Degree/

Diploma/Certificate.

Name and address of the supervisor Date: Place:

Signature of the supervisor

DECLARATION
I, M.CHANDRAKANTH, hereby declare that the project titled CUSTOMER SATISFACTION TOWARDS

MARUTI CARS in MITHRA AGENCY, has been submitted

by me to the Department of Business Administration, Azad Institute of Managment, is a genuine work of mine and it has not been submitted to any other University or Institution for the award of any degree / diploma / certificate or published any time before.

Place: Date: Signature

ACKNOWLEDGEMENT

This dissertation bears imprint of many persons who directly or indirectly made valuable contributions for its emergence. I am thankful to Mr. Venkateswer rao, for his continuous support. I profusely express my sincere and unending gratefulness to my guides, Mr. RAVI SIR who gave their valuable timely help and supervision in completing my project work in time. I would like to take the opportunity to express my profound gratitude to Mr. P.RAGHAVENDAR (Sales Manager) of MITHRA AGENCY, for giving me the opportunity to do project entitled

CUSTOMER

SATISFACTION

TOWARDS

MARUTI
HYDER ALI

CARS in MITHRA AGENCY I specially thank Mr.

project.

(Team Leader) in MITHRA AGENCY, for guiding me all through my

I am extremely happy to express my deep sense of gratitude to my parents, who showered their blessings at all times and my friends who supported me till now and guided me to step into this bright and challenging career

(M.CHANDRAKANTH)

ABSTRACT:
Customer satisfaction depends on a products perceived performance in delivering value relative to a buyers expectations. If the products performance falls short of the customers 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. Todays most successful companies are raising expectationsand 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 LIST OF TABLES LIST OF CHARTS CHAPTER 1 CHAPTER 2 CHAPTER 3 CHAPTER 4 CHAPTER 5 CHAPTER 6 CHAPTER 7 INTRODUCTION REVIEW OF LITERATURE INDUSTRY PROFILE COMPANY PROFILE PRODUCT PROFILE DATA ANALYSIS & INTERPRETATION FINDINGS & SUGGESTIONS CONCLUSIONS APPENDICES CHAPTER 8 QUESTIONNAIRE BIBLIOGRAPHY

PAGE NO

I Ii

1 7 12 23 35 40 59 62 63 68

CHAPTER 1 INTRODUCTION

CUSTOMER SATISFACTION
Whether the buyer is satisfied after purchase depends on the offer performance in relation to the buyers 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 todays 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 customers 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 customers 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 buyers view on their competitors 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 customers satisfaction. When customers rate their satisfaction with the element of companys 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 customers satisfactions rating. They can especially nice to customers just before the survey. They can also try to exclude 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 buyers 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. Un-happy customers from the survey. Another danger is that if the customer knew

Satisfied customer may report purchase and they tell us about their good experience with the product. The key being to match customers expectations with company performance. Smart companies aim to delight customers by promising only what they can deliver then delivering more than they promise. Customers 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.

OBJECTIVES OF RESEARCH

STATEMENT OF PROBLEM:

With the recent influx of different brands in todays 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 todays market it is even a laymans 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 Varun Maruti Agency they Purchase any four-wheeler. To know which factors are considered by the consumers before reference to

 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 2 REVIEW OF LITERATURE

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. Powers overall point:Product quality counts. It is a key determinant of customer satisfaction. Customer satisfaction leads to improved financial performance. The authors 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 nations 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 SUVS.

2006 India TCS Ranking Chart

CHAPTER 3 INDUSTRY PROFILE

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 autocomponent-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 Marutis 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.

Evolution of Automobile Industry

Initial Years Early to mid 90s Manufacturing was licensed Sellers market and long High Customs duty on import waiting periods Steep excise duties & sales tax 2 Major players: Premier Automobiles Ltd & Hindustan Motors 1980s Delicensingin 1993 Removal of capacity restrictions Decrease in customs & excise Mid 90s Early 2000s Buyers market Increase in Indigenization Easy Auto finance

Manufactures diversifying into related activities: finance lease, Auto finance boommore Entry of MUL, better product, fleet management, players (foreign banks & with government support insurance and used car non banking companies, market better schemes. Sellers Market Long W aiting Periods

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 world 3. 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

Vehicle sales in India in 2006 - 07 ( in mil)

0.36 7.05 0.35 1.14

Size of around US$ 34 billion in 2006

0
Cars

2
CVs

4
Two wheelers

6
Three Wheelers

Indian Automobile IndustryRecent 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 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 worlds other major developing country, China but this is about to change. With the worlds second largest and fastest-growing population, there is no denying Indias 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.

Vehicle Exports from India

600000 500000 60 50 40 30 20 10 0 CV Cars 2 Wheelers 3 Wheelers %

Units

400000 300000 200000 100000 0

Exports(2006-2007)

Growth rate ( 4 year CAGR)

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 Environment

The 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.

Indias 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 Indias 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

Large and growing domestic demand Demand growth expected to be around 10 % CAGR making India one of the fastest growing markets
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 Indias 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

Export Potential Increased outsourcing has led to a large potential to export components and vehicles to other markets
High quality standards 12 Indian component manufacturer s have won the Deming Prize for quality Most leading component manufacturer s are QS and ISO certified Competitive manufacturing cost Implementation of VAT, has positioned India as one of the leading low cost manufacturin g sources

INDIAN AUTO INDUSTRY

Opportunities in the Indian Automotive Sector

ww w.im ac s.in
IndiaA dvantage an d business opportunities

A U T O MO TIV E

O pportunities in the Indian automotive sector

D om estic O pp ortu nities G lobal outsour cing O pportu nities Indian A utom otive Sector

Participate in dom estic

growth opportunities

Exports of vehicles Exports of com ponents Engineering and D esign

Services

Potential investors can cap italise on o ppo rtu nities both in e stic do m th e
and exp ort oriented segm ents

Investm ent potential of upto U S - 43 5bn in this sector o ver the next 10 ye ars D 0 Investm ents in the Indian auto m otive in dustry can b e inform s s variou 100 % su b sidiary 0 % F D I throu gh au to m atic route allow ed in this sector - 10 JVs w ith local fir m s Technolog y supp ort or sharing agreem ents

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:

MUVS 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 4 COMPANY 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 Indias 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 companys 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 Indias 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 Suzukis 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 1980s 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 Suzukis 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.marutis 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. Marutis 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 sellers market to a buyers 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: Marutis 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. Marutis 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.

Marutis 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, theres a Maruti Suzuki made here to fit every car buyers 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 companys 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 Shop At 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 Advantage The 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 Suzukis 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. Marutis 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 doesnt 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 1980s 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 Suzukis 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 Indias 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 customers 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. Indias largest auto company. Indias 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 DSAs 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 (EMIs). Advance EMI product: 100% of the asset with a number of EMIs 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: 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 Indias 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 Zwn New upgraded Wagon R Enters into partnership with State Bank of India Production of 4 millionth vehicles. Listed on BSE and NSE after a public issue oversubscribed 10 times 2002 Wagon R Pride Esteem Diesel. All other variants upgraded Maruti Insurance. Two new subsidiaries started: Maruti Insurance Distributor Services and Maruti Insurance Brokers Limited Alto Spin LXi, with electronic power steering Special edition of Maruti 800, Indias fist colour- coordinated car Maruti True value In Mumbai with 10 finance companies 2001 Zen LXi Maruti True Value launched in Bangalore and Delhi Maruti Versa, Indias first luxury MPV Alto Spin LXi, with electronic power steering Alto Vxi Customer information centers launched in Hyderabad, Bangalore and Chennai Launch of versa

2000 First Car Company in India to launch a Call Center New Alto Alturra, a luxury estate car IDTR (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 initiatives Maruti launches website as part of CRM initiatives Zen 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 AX NEW 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) AX Launch of 24-hour emergency on road vehicle service 1995 Esteem 1.3L (1298cc, 3 box car) VX With the launch of second plant, installed capacity reached 200,000 units

1994 Esteem 1.3L (1298cc, 3 box car) LX Production 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), Indias 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 MUV Installed capacity reached 40,000 units

1983 Maruti 800, a 796cc hatchback, Indias 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, small cars, mid-size cars, luxury cars and multi utility vehicles. The various products of Maruti cars are: i.e.,

Maruti : GRAND 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

height (mm)-4490,1735,1560

Overall

length,

width

and

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 Brakes- Ventilated discs Twin jewel effect headlamps Air conditioning with cabin air

gas filled McPherson struts suspension & anti-roll bar 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: YOURE 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 lets 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 5 DATA ANALYSIS & INTERPRETATION

RESEARCH METHODOLOGY AND RESEARCH DESIGN:

Research Design Sample Design Type of universe Sampling unit Size of the sample Type of sampling Type of question Type of questionnaire Type of scaling : Descriptive Research : Consumer : Hyderabad : 100 : Simple random sampling : Open-ended and Close-ended : Structure disguised : Nominal, Ordinal, Interval scale

SOURCE OF DATA:
(a) (b) Primary Source: This was the main source of data. The data was obtained from individual respondent. 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

Maruti 800 Omni Zen Alto Wagon R Swift Versa Total

No. of Respondents
12 10 13 24 18 22 1 100

Percentage
12 10 13 24 18 22 1 100

Brands of maruti
No. of respondents 30 25 20 15 10 5 0 Maruti Omni 800 Zen Alto Wagon Swift R Brands Versa Maruti 800 Omni Zen Alto Wagon R Swift 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

Magazines News papers Tv ads Friends Any others Total

No of respondents
11 23 19 47 0 100

Percentage
11 23 19 47 0 100

11% Magazines 47% 23% New spapers Television ads Friends 19%

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
Brand Price Promotions Services Total

No of respondents
29 41 8 22 100

Percentage
29 41 8 22 100

45 40 35 30 25 20 15 10 5 0 Brand 29 29

41

41

22

22

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
Power Fuel efficiency Safety Style Total

No of respondents
9 53 22 16 100

Percentage
9 53 22 16 100

16%

9% Power Fuel Efficiency Safety 53% Style

22%

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

More comfortable Comfortable Less comfortable Un comfortable Total

No.of Respondents
20 68 11 1 100

percentage
20 68 11 1 100

No.of Respondents 68

70 60 50 40 30 20 10 0 20

11 1 More Comfortable Less Un comfortable comfortable comfortable

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

Excellent Good Average Bad Worst Total

No of respondents
17 59 24 0 0 100

Percentage
17 59 24 0 0 100

NO.OF RESPONDENTS

60 50 40 30 20 10 0 Excellent Good Average Bad Worst 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
Expensive Moderate Economical Total

No. of Respondents
4 43 53 100

Percentage
4 43 53 100

cost of car with other segment cars

Expensive 4% Expensive Economical 53% Moderate 43% Moderate 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

Very good Good Average Bad worst Total

No. of Respondents
20 54 26 0 0 100

Percentage
20 54 26 0 0 100

rank for the mileage

60 50 40 30 20 10 0 Very good Good Average Good Average Bad Bad worst worst

Very good

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
Yes No Total

No. of Respondents
85 15 100

Percentage
85 15 100

No. Of Respondents

No 15%

Yes 85%

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
Yes No Cant say Total

No. of Respondents
80 6 14 100

Percentage
80 6 14 100

No. of Respondents

14% 6%

80%

Yes

No

Cant 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
Advertising Sales promotion tool Personal selling Any other Total

No. of Respondents
45 41 12 2 100

Percentage
45 41 12 2 100

No. of Respondents 50 45 40 35 30 25 20 15 10 5 0 Advertising Sales promotion tool Personal selling Any other

Advertising Sales promotion tool Personal selling Any 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
Father Mother Son Daughter Total

No. of Respondents
53 31 14 2 100

Percentage
53 31 14 2 100

No. of Respondents

60 50 40 30 20 10 0 Father Mother Son Daughter Father Mother Son Daughter

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

PERSONS ATTITUDE TOWARDS DEALERS SALE TABLE NO. 13 Particulars

Polite Kind and soft Knowledgeable Excellent support Total

No. of Respondents
36 30 19 15 100

Percentage
36 30 19 15 100

No. of Respondents

15% 36% 19% Polite Kind and soft Knowledgeable Excellent support 30%

Interpretation:

Most of the respondents attitude towards dealers 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. Customers 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 customers expectations before purchase and customers satisfaction after the usage of the product.

CHAPTER 7 CONCLUSION

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.

QUESTIONNAI RE

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 ( ) TV ads ( ) newspapers ( ) friends ( ) any others

(3) What attracted/prompted you to buy maruti among all other Brands? Please rank ( ) brand ( ) promotion ( ) price ( ) services

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

( ) power ( ) safety

( ) fuel efficiency ( ) style

(5) How do you feel when you drive maruti cars? ( ) more comfortable ( ) less comfortable ( ) comfortable ( ) uncomfortable

(6)How do you rate the overall performance of the car compared to others? ( ) excellent ( ) bad ( ) good ( ) worst ( ) average

(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 ( ) bad ( ) good ( ) very bad ( ) average

(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 ( ) cant say

(11) Which tool do you think will be most suitable for Promotion? ( ) advertising ( ) personal selling ( ) sales promotion tool ( ) any others

(12) Who is the main influence and decision maker? ( ) father ( ) son ( ) mother ( ) daughter

(13) How do you rate the dealers sale persons attitude? ( ) polite ( ) knowledgeable ( ) kind and soft ( ) excellent support

(14) Any suggestions to improve companies image ....

BIBLIOGRAPH Y

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