MINOR PROJECT REPORT ON

COMPARATIVE STUDY OF MARKETING STRATEGIES OF TWO AUTOMOBILE COMPANIES

Prepared by: Avi Nagpal B.B.A. (G) III Semester II Shift Enrollment Number- 04721201711 Date- ___________

FACULTY GUIDE: Mrs. Vandana

CERTIFICATE

This is to certify that Report entitled COMPARATIVE STUDY OF MARKETING STRATEGIES OF TWO AUTOMOBILE COMPANIES which is submitted by AVI NAGPAL in partial fulfillment of the requirement for the award of degree of Bachelor of Business Administration to G.G.S.I.P University , Dwarka , is a record of the candidate own work carried out by him under my supervision. The matter embodied in this thesis is original and not been submitted for the award of any other degree.

Date:

Supervisor

ACKNOWLEDGEMENT

Project work is never the accomplishment of an individual rather it is an amalgamation of the efforts, ideas and co-operation of a number of entities.

I would like to thank GURU GOBIND SINGH INDRAPASTHA UNIVERSITY for giving an opportunity to work on a valuable project.

The completion of the project study that follows, seemed to be a distant goal had it not been for the contribution of Mrs. Vandana for allowing me to work on a very intrinsic part on COMPARATIVE STUDY OF MARKETING

STRATEGIES OF TWO AUTOMOBILE COMPANIES. I thank her for the ideas and basic concepts she delivered and shared with me, as they helped me a lot in accomplishing this project of mine.

AVI NAGPAL

INDEX
S. No. Particulars Page no.

Cetrificate I.

Acknowledgement II.

Introduction Introduction Automobile Company Profiles Scope of Industry Objectives 1

Theoretical View 15

Practical View 27

Recommendations and Conclusions 44

Bibliography 48

Annexure 56

Introduction

Comparative Study of Marketing Strategies of Two Automobile Companies

A marketing strategy is a process that can allow an organization to concentrate its limited resources on the greatest opportunities to increase sales and achieve a sustainable competitive advantage. Its a written plan which combines product development, promotion, distribution, and pricing approach, identifies the firm's marketing goals, and explains how they will be achieved within a stated timeframe. Marketing strategy determines the choice of target market segment, positioning, marketing mix, and allocation of resources. It is most effective when it is an integral component of firm strategy, defining how the organization will successfully engage customers, prospects, and competitors in the market arena. Marketing strategies serve as the fundamental underpinning of marketing plans designed to fill market needs and reach marketing objectives. Marketing strategies are dynamic and interactive. It may differ depending on the unique situation of the individual business.

On the Canvas of Indian Economy, Auto Industry occupies a prominent place. Automobile sector is one of the core of Indian Industry. Continuous economic liberalisation over the years by the Government of India has resulted in making

India as one of the prime business destination for many global automotive players.

One of the largest industries in India, automotive industry has been witnessing impressive growth during the last two decades. Indian automobile industry has a mix of large domestic private players such as Tata, Mahindra, Bajaj, Ashok Leyland and major international players including GM, Ford, Toyota, Honda, Hyundai, etc. To remain in this competitive market on has to come up different ideas and strategies. Various Marketing Strategies enables a firm to expand business activities for market reputation, to satisfy human wants , to lead to specialisation and efficient performance of production function climaxing in economic stability. After liberalization automobile Industry is growing at very high rate and many new companies have also entered into market. With offering variety of cars in all segments for everyone. So it is important to know which company is providing us good quality cars at fair prices and providing better after sales services and how they are trying to reach customers. The most obvious objective marketers have for promotional activities is to convince customers to make a decision that benefits the marketer (of course the marketer believes the decision will also benefit the customer). For most for-profit marketers this means getting customers to buy an organizations product and, in most cases, to remain a loyal long-term customer.

However, marketers must understand that getting customers to commit to a decision, such as a purchase decision, is only achievable when a customer is ready to make the decision.

COMPANY PROFILE

MARUTI SUZUKI

In early 1980s Indian Govt decided to produce a small car, which would be within buying reach of Indian middle class. The obvious place to shop for technology was Japan, which had developed world class capabilities in small cars by that time.It was not Toyota, or Nissan, or Honda ,three largest player in Japan, but Suzuki, a much smaller company with strong capcabilities in making small cars. Suzuki grabbed the opportunity with both hands and formed a joint venture with govt. called Maruti Udyog.

Maruti Udyog Limited, a subsidiary of Suzuki Motor Corporation of Japan, has been the leader of the Indian car market for about two decades. Its manufacturing plant, located some 25 km south of New Delhi in Gurgaon, has an installed capacity of 3,50,000 units per annum, with a capability to produce about half a million vehicles.

Maruti rolled out its 1st car, Maruti 800 with 800cc engine in December 1983. This model targeted at masses and was launched as Peoples car. In early 2003, Maruti Udyog, a joint venture between Suzuki and Indian Govt. dominated Indias automobile market with 54% market share and with annual production capacity of 5lac cars. The company dominated Indian Small car market with a share of 100% in A segment, 36% in B segment and 86% overall.

The company has a portfolio of 11 brands, including Maruti 800, Omni, premium small car Zen, international brands Alto and WagonR, off-roader Gypsy, mid size Esteem, luxury car Baleno, the MPV, Versa, Swift and Luxury SUV Grand Vitara XL7.

In recent years, Maruti has made major strides towards its goal of becoming Suzuki Motor Corporation's R and D hub for Asia. It has introduced upgraded versions of WagonR, Zen and Esteem, completely designed and styled in-house. Maruti's contribution as the engine of growth of the Indian auto industry, indeed its impact on the lifestyle and psyche of an entire generation of Indian middle class, is widely acknowledged. Its emotional connect with the customer continues

Maruti tops customer satisfaction again for 8th year in a row according to the J.D. Power Asia Pacific. India Customer Satisfaction Index Study. The company has also ranked highest in India Sales Satisfaction Study.

In keeping with its leadership position, Maruti supports safe driving and traffic management through mass media messages and a state-of-the art driving training and research institute that it manages for the Delhi Government. The company's service businesses including sale and purchase of pre owned cars (True Value), lease and fleet management service for corporate (N2N), Maruti Insurance and Maruti Finance are now fully operational.

HYUNDAI MOTORS

Hyundai Motor India Limited (HMIL) is a wholly owned subsidiary of Hyundai Motor Company, South Korea and is the second largest car manufacturer and the largest passenger car exporter from India. HMIL presently markets 54 variants of passenger cars across segments. The Santro in the B segment, the Getz Prime, i10 and the Premium hatchback i20 in the B+ segment, the Accent and the Verna in the C segment, the Sonata Embera in the E segment and the Tucson in the SUV segment.

Hyundai Motor India Ltd, continuing with its tradition of being the fastest growing passenger car manufacturer, registered total sales of 489,328 vehicles in the calendar year (CY) 2008, an increase of 49.6 percent over CY 2007. In the domestic market it clocked a growth of 22.4 percent with 245387 units in 2008, while overseas sales grew by 92.5 percent, with exports accounting for 243,931 units in 2008.

HMIL's

manufacturing plant is located near Chennai which has advanced

production quality and testing capabilities in the country. Inorder to provide the Indian customer with global technology, HMIL started its second plant in February 2008 which produces an additional 300,000 units per annum, raising HMIL's total production capacity to 600,000 units per annum. Apart from expansion of production capacity, HMIL currently has 260 strong dealer network across India.

The production management processes at Hyundai Motor India are overlaid with an organization-wide implementation of manufacturing best practices like Just-intime inventory management, Kaizen, TPM and TQM, that help us in making the world's best cars, right here in India.

Hyundai Motor Company was established in 1967, Hyundai Motor Co. has grown into the Hyundai-Kia Automotive Group which was ranked as the worlds fifthlargest automaker in 2007 and includes over two dozen auto-related subsidiaries and affiliates. Employing over 75,000 people worldwide, Hyundai vehicles are sold in 193 countries through some 6,000 dealerships and showrooms.

Hyundai Motor Company, South Korea, the parent of HMI, has been doing considerable work on sustainable Environment Management. The company has a well defined framework in place for developing products that reduce pollutant emissions and processes for preservation of natural resources and energy along all the stages of the product lifecycle from production, sales, use to disposal and has been awarded the ISO 14001 certification for all its three major plants in Ulsan, Asan and Jeonju in South Korea.

PRODUCTS
MARUTI SUZUKI

Maruti 800 Alto K10 Alto 800 Omni Gypsy Estilo WagonR Eeco A-Star Ritz Swift SX4 Ertiga Kizashi

Grand Vitara

HYUNDAI
EON Santro Xing i10 i20 Accent Fluidic Verna Neo Fluidic Elantra Sonata Santa Fe

SCOPE OF INDUSTRY
Following the economic reforms of 1991, the automobile section underwent delicensing and opened up for 100 percent Foreign Direct Investment. A surge in economic growth rate and purchasing power led to growth in the Indian automobile industry, which grew at a rate of 17% on an average since the economic reforms of 1991.

India's automotive components industry is being urged by the government to partner with overseas firms with the aim of making India a platform for outsourcing as well as a global R&D hub. As the Indian vehicle production industry has grown, so has the domestic supplier industry. But the global auto industry's search for lower cost and more international outsourcing has led to a sharp growth in component output and exports in recent years.

The positive demographic factors, stable macro-economic environment and proreform policies of the government, low manufacturing costs, availability of skilled labor has attracted almost all major global auto players making their way into India like GM, Ford, Daewoo, Honda and Toyota The intense competition has compelled the manufacturers to launch the latest global offering in India as early as possible. It has also enabled to keep the prices of the vehicles under check. The consumers, in turn, have benefited from wide choice of models, technologically advanced cars and better service from the car manufacturers.

EVOLUTION OF AUTOMOBILE INDUSTRY

Initial Years

Early to mid 90s

Mid 90s- 2009

Manufacturing was Licensed High customs duty on import

Sellers market and Long waiting periods Delicensing in 1993

Buyers Market

Increase in Indigenization

Steep excise duties & sales Removal of Capacity tax restrictions. Two Major Players

Easy Auto Finance

Decrease in customs & excise. Manufacturers diversifying into related activities: Auto finance boom-more Finance lease, fleet players (foreign banks & non management, insurance and banking companies, better schemes).

Premier Automobiles Ltd & Hindustan Motors

1980s

Used car market.

Entry of MUL, better product, with Govt support. Sellers Market. Long waiting periods.

Variety of Options available to choose from.

COMMON MARKETING STRATEGIES OF AUTOMOBILE COMPANIES

Advertising in News papers and Magazines:-

In this companies advertise about the car in various local newspapers like Economic times and they give detail explanation about the feature of the cars, keeping customers requirement. They also provide various dealers addresses and contact numbers for reference. Company also tries to advertise through various magazines like Auto Cars, Overdrive, etc.

Grand Launch :-

Recently Tata Nano car was grandly launched and created a buzz in market. After the launch media aggressively took interest in providing the minute details about the car to the customer by showing test drives, etc. Once the car is launched they give adds in every possible newspaper, car magazines, put hoardings, display car models in the malls.

Company provides exchange offers to customers :-

This is one of the most effective ways adopted by the companies and very successful marketing strategy, which has helped company increase their sales. In this method, companies provide option to buy a new car of your choice in exchange of their old cars, but the price of old car is decided by the dealer by looking at its condition. It helps customers, as they dont need to go anywhere else to sell their old car. This also helps companies to increase their sale of new cars.

Adding Star Value to product- Brand Ambassador :-

Companies choose brand ambassadors for their cars to reach wide masses. For e.g. Shahrukh Khan promotes Hyundai, Abhishek Bachan promoted Ford Fiesta, Saif Ali Khan and Rani Mukherjee promoted Chevrolet Aveo and Amir Khan promoted Toyota Innova. Ambassadors give a special identity to the products.

Companies have started sponsoring reality shows for better visibility :As we all know reality shows are making all time big in television and entertainment industry. This is really a smart move by automobile companies to gain visibility through reality shows. The reality shows are aired all over the

world and huge number of people watch it. So companies sponsor such shows and get noticed.E.g. Maruti sponsored Indias Got Talent show on Colors channel and gifted Ritz to the winner. Indian Idol winner was also gifted with Maruti SX4.

Mall Displays

Various companies display their cars in Malls so as to get prime attention. People go in Malls for shopping and hangouts with their friends and family. They conduct small contests and give gift hampers as prize. Thus they try to attract crowd towards them.

Companies enter market with help of Films

In terms of marketing strategies Chevrolet Aveo found a unique way of advertising by way of a Yash Raj Film production, Tara Rum Pum. The main motive behind this was to popularize and promote the product in youth.

Companies Sponsor Go- Karting events Go-karting events are really booming up among young crowd. And thats the reason we see craze for participating in go-karting events is on high. People have started taking interest in the sport and huge crowds turn up for such events. But

for sure car companies would to not like to miss chance of visibility they get in such competitions.Few years before Maruti Suzuki sponsored Autocross rally. Similarly Tata Engenieering has sponsored Narayan Kartikeyan as Indias Entry in to the World Series motorcar racing.

Personal selling Personal Selling largely takes place at the Dealers End. The way customer is attended depends mainly on the Dealer as he acts as an interface between the company and the Consumer. The various cases in which Personal Selling takes place is Individual Sales, Corporate Sales, Sales Presentations, Fair and trade Shows. Mostly in case of Individual Sales the Customer goes to the showroom and takes a look at the product. There he is attended to by the Sales Personnel of the Dealership. Sometimes the Senior Sales Executive has to make Sales Presentation to Corporate Buyers. Personal Selling is also practiced at Trade Fairs and Auto Shows wherein the Company appointed Sales Personnel attend prospective customers and also book their orders.

Market Share Of Automobile Companies

% Market Share

4.3 6.7

3.9

10.1 46.9

13.5 14.6

Maruti Suzuki Ltd. Hyundai Motor India Ltd. General Motors India Pvt Ltd. Others

Tata Motors Ltd. Mahindra & Mahindra Ltd. Honda Siel Cars India Ltd.

Above market share graph shows us that in automobile industry still Maruti Suzuki is enjoying highest market share. And then comes companies like TATA and Hyundai Motors India Ltd.

Marketing Strategies used by Maruti Suzuki

Advertisements Good promotional strategy is adopted by Maruti Suzuki to transform its thoughts to the people about its products by marketing through advertisement in television, radio, newspaper, etc. Through radios they try to promote their product by organizing quiz contests and the person who wins are offered special discounts, gift vouchers, coupons, etc. Through television they promote their vehicle by showing the utility value, its comfort level.

Some of the strategies used for cars were:-

Baleno: Missed the flight catch Baleno The most comfortable Car even in long drives. Esteem: My Daddys Big Car Affordable mid size car

Alto: Lets Go The fuel efficient and affordable car

After Sales Service:- Kya yahan Maruti Service Station hai Availibility of service stations even in the remotest place in the country.

Display If you visit any of the Maruti Dealers showroom what you will notice is one thing very similar, that is the display. They display only 2-3 cars in the showroom. Well this is the strategy to make people concentrate on only few choices otherwise they might get distract and get confused. Here Maruti wins one customer.

Tie up with many banks

To promote its bottom line growth, Maruti launched Maruti Finance in Jan 02. Prior to the start of this service Maruti had started two joint ventures Citicorp Maruti and Maruti countrywide with Citi Group and GE Countrywide respectively to assist its client in securing loan.

Today Maruti has tie ups with ABN Amro Bank, HDFC Bank, ICICI Ltd, Kotak Mahindra Bank, Standard Chartered Bank etc.

Exchange offers

Maruti has also placed its step and progress by marketing through exchange offers. In this it makes possible to leave and get it replaced for a new one with barely some amount. This is one of the greatest ways to attract more and more customers and also makes possible to increase sales.

SBI Maruti Car Loans

The countrys largest bank and the largest car maker have joined hands to make affordable car finance available to more and more people across the country. The mega alliance makes car loans available at lower interest rates to a wider section of people, with transparent terms and conditions.

The unbeatable advantages of SBI Maruti car loans:-

Two market leaders in their respective industries with trusted brand names. Low interest rates No processing fees or hidden costs to ensure transparency. Car loans available for diverse categories of customers including govt. employees and agriculturist.

Marketing Strategies of Hyundai

Advertisements

Hyundai had used Bollywood star Sharukh Khan as Brand Ambassador for promoting their car. Through this they tried to attract the customers.

To promote their product they organized quiz contests on radio and the person who wins was offered special discounts, gift vouchers, coupons, etc. They also advertise in Newspapers. In this companies advertise about the car in various newspapers and they give detail explanation about the feature of the cars, keeping customers requirement. They also provide various dealers addresses and contact numbers for reference.

Free checkups

Hyundai arranges free checkups from time to time in which they check for any problem and advice to visit the nearest service center for servicing. This helps in maintaining good relationship with customers and tries to keep good image in market.

Exchange offers As Hyundai deals in second hand cars also. They offer exchange offers to customers. And by paying adjusted amount customer can get brand new car in exchange of old once. Exchange offer makes customer happy as they dont have to pay full amount also, they get new car also and their old car gets replaced also with new one.

Cold callings

In this type of strategies old customers are given a relationship call just to know some other references. This gives a boost to sales and customers also feel a sense of involvement. Hyundai gets maximum sale through such type of cold callings only.

Events at Corporate Office and Banks

Hyundai tries to attract customers by conducting camps, events at corporate offices and bank as most of the customers are of middle-age group and corporate offices are good source for company to attract such customers.

Display

Hyundai keeps attractive display so that maximum number of people gets noticed. And they even keep their own accessories related to cars at special accessories counter. For attractive display they decorate their showroom as well as all the cars which are displayed.

Customers survey
Users Below graph shows us that 63.75 % are Maruti users i.e 51 users out of 80 where as remaining 29 users i.e 36.25% are Hyundai customers .
Users

70 63.75

60

50

Percentage users

40

36.25

30

20

10

0 Maruti Company Hyundai

Most preferred cars After the survey it was found that Santro from Hyundai and Swift from Maruti from the various range available are the most preferred cars amongst the customers. Also Zen is more in demand.

Car Users
16 14 12 No. of users 10 8 6 4 2 0 Santro i10 Getz i20 Alto Cars Swift Ritz Zen Others 13 9 7 6 3 5 16 13 8

Loyal towards brand

It is found that customers stay loyal to Maruti and Hyundai rather than other brand. They have faith in this brands due to their goodwill, good service, complete package and reasonable prices
Reasons for Using Maruti & Hyundai Car

40 35 30 Percentage 25 20 15 10 5 0 Brand Quality Price Criterias Range of Cars 13.75 15 8.75 26.25

36.25

Complete Package

Rating to car performance

It was found that most of the customers were satisfied with the performance of the cars whereas very few found it as not up to their mark.

Customer's Rating to Car Performance

45 40 35 Percentage 30 25 20 15 10 5 0 Excellent Very Good Good Poor 17.5 7.5 43.75 31.25

fig.9

Customers expectation

Below graph clearly states that 86 percent customers expectations were met through these brands where as few were unsatisfied.

Expectations Met

90 80 70 Percentage 60 50 40 30 20 10 0 Yes No 14 86

fig 10

Criterias in buyers mind while purchasing

Criterias in Buyers Mind

30 25 Percentage 20 15 10 5 0 Looks Performance Comfort Criterias Milage All of Them 17.5 28.75 15 27.5

11.25

fig 11

It was found that while purchasing the car customers look for the complete car of their choice which gives them good performance, looks, mileage and also it should be reasonable in price.

Pricing

Most customers found that prices of these cars are affordable for their pockets whereas few customers found that price is little higher.

Reasonable Pricing

80 70 60 Percentage 50 40 30 20 10 0 Yes No 22.5 77.5

Preference of customers

Maximum customers still prefer to buy petrol version cars rather than diesel or LPG version. Even though LPG and diesel versions are economical in usage.

Preference Of Customers

80 Percentage 60 40 20 0 Petrol Diesel L.P.G 62.5 26.25 11.25

Strategies used to attract customers Most of the customers prefer to buy after seeing some one elses experience. Thus word of mouth publicity acts as the marketing strategy for company whereas others are attracted to T.V ads, brand ambassadors, etc .

Strategies through which Customers Attracted

50 45 40 35 30 25 20 15 10 5 0

Percentage

47.5

21.25 6.25 T.V Ads Launch Of Car 11.25 Newspapers Word of Mouth Publicity 13.75

Others

Dealers Service

About 37.5 percent customers were satisfied with service provided by the dealers. Some were not satisfied as they faced problems like delay in delivering the cars,etc

Dealers Service

40 35 30 Percentage 25 20 15 10 5 0 Exceelent Very Good Good Poor 7.5 23.75 37.5 31.25

Expectations from dealers

When asked to customers about their expectations from dealers they replied that they need delivery on time , good service, giving detailed information about he car before purchasing, good after sales service, etc.

Findings

It was found that dealers agree that Marketing Strategies helps to increase sale of product.

Most of the customers are attracted through media publicity and mouth publicity.

Swift from Maruti and i10, i20, and Santro from Hyundai are most demanded cars by customers.

Customer prefers Petrol Version cars rather than Diesel or L.P.G. version.

Most of the Customers were found satisfied with cars performance.

Around 50-75% of customers purchase cars on installment basis.

From survey, it was found that around 64% were Maruti users.

Pricing of cars was found reasonable by most of the customers.

Customers were satisfied with dealers service.

Recommendations

To Dealers

As dealers directly interact with customers, they should maintain proper Customer Relationship Strategy.

They should differ service benefits and offerings according to the various customers segments. Which may include classification on the basis of o income group o Age group

Dealers should help customers in taking right decision for buying car and should give complete information about car before customer purchase car.

The customers purchasing car on installment basis, should also be provided with additional accessories as there is in case of cash purchase.

Dealers should provide good after sales service and should maintain good relations with customers so that reference can be get and goodwill is created.

To Company

Maruti should more frequently come with mid-size models like sx4 and swift as this sedan model is doing very good in market.

Maruti and Hyundai should come up with diesel model of mid-size cars as market survey says that the use of diesel cars will increase by 50% by 2010.

Hyundai should try to increase their number of dealers and service stations so that customers can get better service.

Both companies should try to build trust in customers as competition is increasing day by day.

Company should try to give some good schemes and offers and discounts for old and new customers.

Maruti should try to expand its range of cars from small car and hatchbacks to more mid-size cars like sx4 and swift mid size version.

Conclusion

Maruti suzuki is good in its marketing strategy and shows good results. And as Maruti has its vast network of dealers and service centers they are able to provide good after sales services and are able to maintain good relationship with customers which is their strongest point. Maruti is also benefited with its goodwill and Brand name which is already there in market. So Maruti can use these as an opportunity to bring new and innovative car models in market and try to attract more and more customers. It can be seen that Maruti is trying to attract customers from all segments by launching cars like sx4, Swift, Ritz but their main preference is A segment cars only

Hyundai strategies of endorsing their products with celebrities has got a very good response but Hyundai should advertise better to create a good picture of its products by transferring the key good things about its cars. Hyundai has a good tract record of having successful diesel mid size cars in its portfolio and it should encash the same opportunity to launch the diesel versions of small car before Maruti too have competitive advantage. And Hyundai should also try to increase their service centers so that customers can find it convenient.

Bibliography
Books Marketing Author- Dr.N.Rajan Nair Sanjith R Nair Publications- Sultan chand and Sons

Marketing Management Author- Philip Kotler Publications- Prentice Hall of India Pvt ltd.

Magazines Auto Drive Indian Auto Over Drive

Websites www.marutisuzuki.com www.hyundai.com www.google.com www.autoindia.com www.overdrive.com

ANNEXURE
QUESTIONAIRRE

Q.1) Which companies car you are using now Maruti / Hyundai? a) Maruti b) Hyundai Q.2) Which car you are using? a) Santro b) i10 c) Getz d) i20 e) Alto f) Swift g) Ritz h) Zen I) other Q.3) Why you choose Maruti/ Hyundai car, and not others company car? a) Brand b) Quality c) Price d) Range of cars e) Complete package

Q.4) How did you find the cars performance? a) Excellent b) Good c) Average d) Poor Q.5) Has it met your expectations? a) yes b) No. Q.6) What was the main criteria in your mind while purchasing car? a) looks b) performance c) comfort d) milage e) all of them Q.7) If you have used Maruti/ Hyundai car before also, what reasons has forced you to buy Maruti/ Hyundai again? a) Brand b) Quality c) Price d) Range of cars e) all of them

Q.8) Do you think prices are reasonable? a) Yes b) No Q.9) Which version would you like to purchase? a) Petrol, b) Diesel c) L.P.G Q.10) Which Marketing strategy have attracted you to buy car? a) T.V ads, b) Launch of car, c) Newspapers, d) Word of Mouth publicity. e) Other Q.11) How did you find dealers services while buying car? a) Excellent b) Good c) Average d) Poor Q.12) Do dealers offer any extra benefits other than company offers? Q.13) What are your expectations from dealers side? a) On time delivery b) Good Service c) Giving detailed information about car before purchase d) Solving complaints/ queries immediately e) All of above

Q. 14) Out of following which Hatchback car would you like to purchase? a) Ritz b) Getz c) i20 d) Spark e) Fabia

Q.15) Would you recommend your friends, relatives to buy Maruti/ Hyundai car?

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