CUSTOMER PERCEPTION TOWARDS TATA MOTORS AND

MARUTI SUZUKI IN BHUBANESHWAR IN PERCEPTION

OF JOB PERSON

A Research Project

Submitted in partial fulfillment of the

requirements for the award of the degree

of
B.COM VITH SEMESTER

Submitted by

PRIYANSH RASTOGI
Enroll. No.: FCM/BCM/2016-19/000 093

Under Supervision of

Mr. KAUSHAL BORISAGAR

(ASSISTANT PROFESSOR)
FMS

FACULTY OF COMMERCE AND MANAGEMENT STUDIES

SRI SRI UNIVERSITY, CUTTACK, ODISHA March 2019

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 SRI SRI UNIVERSITY, ODISHA

CANDIDATE’S DECLARATION

I hereby certify that the work which is being presented in the report entitled “CUSTOMER
PERCEPTION TOWARDS TATA MOTORS AND MARUTI SUZUKI IN
BHUBANESHWAR IN PERCEPTION OF JOB PERSON”, in partial fulfillment of the
requirements for the award of the Degree of B.COM and submitted in the Faculty of Commerce and
Management Studies of the Sri Sri University, Odisha is an authentic record of my own work carried
out during a period from 1 Feb 2019 to 12 Apr 2019 under the supervision of Mr. Kaushal Borisagar,
Assistant Professor, Faculty of Commerce and Management Studies, Sri Sri University, Odisha.

Priyansh Rastogi

Signature of the Student

This is to clerify that the above statement made by the student is correct to the best of my
knowledge.

Dated: ____________

Kaushal Borisagar

Signature of the Research Guide

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 Acknowledgement 4

Introduction 5

Introduction of TATA Motors 6-9

Introduction of Maruti Suzuki 10-18

Literature review 19

Statement of Problem, Significance, Objective 20

Research Methodology , Scope ,Limitation 21-26

Analysis 27-36

Findings 37

Conclusion 38

Bibliography 39

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 ACKNOWLEDGEMENT

First and foremost, I would like to thanks to Mr. Kaushal Borisagar for her valuable help, motivating
and understanding of my problems. Without her help, this project would not have been materialized.
I would like to thanks HOD Dr. Sunil Dhal Sir, Department of FCMS, Dr. Srinivas Subbarao
Pasumarti Sir, Dean, FCMS, SRI SRI UNIVERSITY, Cuttack. I would also like to express my
deepest gratitude to my parents for their unflagging love and unconditional support through my life
and my studies.

Finally I would like to make a mention of all those who helped me directly or indirectly to
accomplish this project.
Thank you all

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 INTRODUCTION

The assignment particularly deals with customer perception towards the TATA Motors and Maruti
Suzuki. The entire analysis has been conducted in a synchronized manner. Starting from giving a
detailed glance about the company and history of the organization, ends with Conclusion of the
assignment. More focus will be on various theories involved such as what is merger, acquisition,
takeovers which are directly related to the project. Further there will be description on the company
in details, its history, activities and all such information related to the company.
This assignment can be used to better understand the customer perception towards these brands and
how to attract the customer.

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 INTRODUCTION OF TATA MOTORS

Tata Motors Limited (formerly TELCO, short for Tata Engineering and Locomotive Company)
headquartered in Mumbai, is an Indian multinational automotive manufacturing company and a
member of the Tata Group. Its products include passenger cars, trucks, vans, coaches, buses, sports
cars, construction equipment and military vehicles.
Tata Motors has auto manufacturing and assembly plants
in Jamshedpur, Pantnagar, Lucknow, Sanand, Dharwad, and Pune in India, as well as in Argentina,
South Africa, Great Britain and Thailand. It has research and development centers in Pune,
Jamshedpur, Lucknow, and Dharwad, India and in South Korea, Great Britain and Spain. Tata
Motors' principal subsidiaries purchased the English premium car maker Jaguar Land Rover (the
maker of Jaguar and Land Rover cars) and the South Korean commercial vehicle manufacturer Tata
Daewoo. Tata Motors has a bus-manufacturing joint venture with Marcopolo S.A. (Tata Marcopolo),
a construction-equipment manufacturing joint venture with Hitachi (Tata Hitachi Construction
Machinery), and a joint venture with Fiat Chrysler which manufactures automotive components and
Fiat Chrysler and Tata branded vehicles.
Founded in 1945 as a manufacturer of locomotives, the company manufactured its first commercial
vehicle in 1954 in a collaboration with Daimler-Benz AG, which ended in 1969. Tata Motors entered
the passenger vehicle market in 1988 with the launch of the TataMobile followed by the Tata
Sierra in 1991, becoming the first Indian manufacturer to achieve the capability of developing a
competitive indigenous automobile. In 1998, Tata launched the first fully indigenous Indian
passenger car, the Indica, and in 2008 launched the Tata Nano, the world's cheapest car. Tata Motors
acquired the South Korean truck manufacturer Daewoo Commercial Vehicles Company in 2004 and
purchased Jaguar Land Rover from Ford in 2008.

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Tata Motors is listed on the (BSE) Bombay Stock Exchange, where it is a constituent of the BSE
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SENSEX index, the National Stock Exchange of India, and the New York Stock Exchange. The

company is ranked 226th on the Fortune Global 500 list of the world's biggest corporations as of
2016.

On 17 January 2017, Natarajan Chandrasekaran was appointed chairman of the company Tata
Group.

Tata Sumo (1994–present)

Tata entered the commercial vehicle sector in 1954 after forming a joint venture with Daimler-
Benz of Germany. After years of dominating the commercial vehicle market in India, Tata Motors
entered the passenger vehicle market in 1991 by launching the Tata Sierra, a sport utility vehicle
based on the Tata Mobile platform. Tata subsequently launched the Tata Estate (1992; a station
wagon design based on the earlier Tata Mobile), the Tata Sumo (1994, a 5-door SUV) and the Tata
Safari (1998).

Tata Indica (first generation)

Tata launched the Indica in 1998, the first fully indigenous Indian passenger car. Although initially
criticized by auto analysts, its excellent fuel economy, powerful engine, and an aggressive marketing
strategy made it one of the best-selling cars in the history of the Indian automobile industries. A
newer version of the car, named Indica V2, was a major improvement over the previous version and
quickly became a mass favorite. Tata Motors also successfully exported large numbers of the car to
South Africa. The success of the Indica played a key role in the growth of Tata Motors.
In 2004, Tata Motors acquired Daewoo's South Korea-based truck manufacturing unit, Daewoo Commercial
Vehicles Company, later renamed Tata Daewoo.

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On 27 September 2004, Tata Motors rang the opening bell at the New York Stock Exchange to mark
the listing of Tata Motors.
In 2005, Tata Motors acquired a 21% controlling stake in the Spanish bus and coach
manufacturer Hispano Carrocera. Tata Motors continued its market area expansion through the
introduction of new products such as buses (Starbus and Globus jointly developed with subsidiary
Hispano Carrocera) and trucks (Novus, jointly developed with subsidiary Tata Daewoo).

In 2006, Tata formed a joint venture with the Brazil-based Marcopolo, Tata Marcopolo Bus, to
manufacture fully built buses and coaches.

Tata Bolt
In 2008, Tata Motors acquired the English car maker Jaguar Land Rover, manufacturer of the Jaguar
and Land Rover from Ford Motor Company.
In May 2009, Tata unveiled the Tata World Truck range jointly developed with Tata Daewoo; the
range went on sale in South Korea, South Africa, the SAARC countries, and the Middle East at the
end of 2009.
Tata acquired full ownership of Hispano Carrocera in 2009.
In 2009, its Lucknow plant was awarded the "Best of All" Rajiv Gandhi National Quality Award.
In 2010, Tata Motors acquired an 80% stake in the Italian design and engineering company Trilix
for €1.85 million. The acquisition formed part of the company's plan to enhance its styling and
design capabilities.
In 2012, Tata Motors announced it would invest around ₹6 billion in the development of Futuristic
Infantry Combat Vehicles in collaboration with DRDO.
In 2013, Tata Motors announced it will sell in India, the first vehicle in the world to run on
compressed air (engines designed by the French company MDI) and dubbed "Mini CAT".
In 2014, Tata Motors introduced first Truck Racing championship in India "T1 Prima Truck Racing
Championship".
On 26 January 2014, the Managing Director Karl Slym was found dead. He fell from the 22nd floor
to the fourth floor of the Shangri-La Hotel in Bangkok, where he was to attend a meeting of Tata
Motors Thailand.
On 2 November 2015, Tata Motors announced Lionel Messi as global brand ambassador at New
Delhi, to promote and endorse passenger vehicles globally.
On 27 December 2016, Tata Motors announced the Bollywood actor Akshay Kumar as brand
ambassador for its commercial vehicles range.

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On 8 March 2017, Tata Motors announced that it has signed a memorandum of understanding
with Volkswagen to develop vehicles for India's domestic market.

On 3 May 2018, Tata Motors announced that it sold its aerospace and defense business to another
Tata Group Entity, Tata Advanced Systems, to unlock their full potential.

Joint Ventures
Tata Marcopolo

Tata Marcopolo is a bus-manufacturing joint venture between Tata Motors (51%) and the Brazil-
based Marcopolo S.A. (49%). The joint venture manufactures and assembles fully built buses and
coaches targeted at developing mass rapid transportation systems. It uses technology and expertise in
chassis and aggregates from Tata Motors, and know-how in processes and systems for bodybuilding
and bus body design from Marcopolo. Tata Marcopolo has launched a low-floor city bus which is
widely used by transport corporations in many Indian cities. Its manufacturing facility is based in
Dharwad, Karnataka State, India.

Fiat-Tata
Fiat-Tata is an India-based joint venture between Tata and Fiat Automobiles which produces Fiat and
Tata branded passenger cars, as well as engines and transmissions. Tata Motors has gained access to
Fiat's diesel engine and transmission technology through the joint venture.
The two companies formerly also had a distribution joint venture through which Fiat products were
sold in India through joint Tata-Fiat dealerships. This distribution arrangement was ended in March
2013; Fiats have since been distributed in India by Fiat Automobiles India Limited, a wholly owned
subsidiary of Fiat.

Tata Hitachi Construction Machinery

Tata Hitachi Construction Machinery is a joint venture between Tata Motors and Hitachi which
manufactures excavators and other construction equipment. It was previously known as Telcon
Construction Solutions.
Tata Motors European Technical Centre
The TATA Motors European Technical Centre is an automotive design, engineering, and research
company. Company based at Warwick Manufacturing Group (WMG) on the campus of the
University of Warwick in Great Britain. It was established in 2005 and is wholly owned subsidiary of
Tata Motors. It was the joint developer of the World Truck. In September 2013 it was announced that
a new National Automotive Innovative Campus would be built at WMG at Warwick’s main campus
at a cost of 100 million pounds. The initiative will be a partnership between Tata Motors, the
University, and Jaguar Land Rover, with the 30 million pounds in funding coming from Tata Motors.

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 INTRODUCTION OF MARUTI SUZUKI

Maruti Suzuki India Limited, formerly known as Maruti Udyog Limited, is an automobile
manufacturer in India. It is a 56.21% owned subsidiary of the Japanese car and motorcycle
manufacturer Suzuki Motor Corporation. As of July 2018, it had a market share of 53% of the Indian
passenger car market. Maruti Suzuki manufactures and sells popular cars such as
the Ciaz, Ertiga, Wagon R, Alto K10, Swift, Celerio, Swift Dzire, Baleno and Baleno
RS, Omni, Alto 800, Eeco, Ignis, S-Cross. The company is headquartered at New Delhi. In May
2015, the company produced its fifteen millionth vehicle in India, a Swift Dzire.

History
Maruti was established in February 1981 with production starting in 1983 with the Maruti 700 Which
is 100 % Indian Made & The Second Model is Maruti 800 DX based on the Suzuki SS80 Which is
imported From Japan Car Manufacturer SUZUKI As of May 2007, the Government of India, through
Ministry of Disinvestment, sold its complete share to Indian financial institutions and no longer has
any stake in Maruti Udyog.

Affiliation with Suzuki

In 1982, a license and joint venture agreement (JVA) was signed between Maruti Udyog Ltd,
and Suzuki of Japan. At first, Maruti Suzuki was mainly an importer of cars. In India's closed market,
Maruti received the right to import 40,000 fully built-up Suzuki in the first two years, and even after
that the early goal was to use only 33% indigenous parts. This upset the local manufacturers
considerably. There were also some concerns that the Indian market was too small to absorb the
comparatively large production planned by Maruti Suzuki, with the government even considering
adjusting the petrol tax and lowering the excise duty in order to boost sales. At First Maruti
introduced Maruti 700 which is Indian Made Later Maruti Tied Up with Japan Car
Manufacturer SUZUKI & Imported SUZUKI SS80 & Sold In indian market With the
Name MARUTI SUZUKI 800DX in 1983, this Maruti 800 Its India's first Hatchback car. Initial
product plan was 40% saloons, and 60% Maruti Van. Local production commenced in December
1983. In 1984, the Maruti Van with the same three-cylinder engine as the 800 was released and the
installed capacity of the plant in Gurgaon reached 40,000 units.
In 1985, the Suzuki SJ410-based Gypsy, a 970 cc 4WD off-road vehicle, was launched. In 1986, the
original 800 was replaced by an all-new model of the 796 cc hatchback Suzuki Alto and the
100,000th vehicle was produced by the company. In 1987, the company started exporting to the
West, when a lot of 500 cars were sent to Hungary. By 1988, the capacity of the Gurgaon plant was
increased to 100,000 units per annum.
Market liberalisation
In 1989, the Maruti 1000 was introduced and the 970 cc, three-box was India's first
contemporary sedan. By 1991, 65 per cent of the components, for all vehicles produced, were
indigenized. After liberalization of the Indian economy in 1991, Suzuki increased its stake in Maruti
to 50 per cent, making the company a 50-50 JV with the Government of India the other stake holder.
In 1993, the Zen, a 993 cc, hatchback was launched and in 1994 the 1298 cc Esteem was introduced. Maruti

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produced its 1 millionth vehicle since the commencement of production in 1994. Maruti's second plant was
opened with annual capacity reaching 200,000 units. Maruti launched a 24-hour
emergency on-road vehicle service. In 1998, the new Maruti 800 was released, the first change in design since
1986. Zen D, a 1527 cc diesel hatchback and Maruti's first diesel vehicle and a redesigned Omni were
introduced. In 1999, the 1.6 litre Maruti Baleno three-box saloon and Wagon R were also launched.
In 2000, Maruti became the first car company in India to launch a Call Center for internal and
customer services. The new Alto model was released. In 2001, Maruti True Value, selling and
buying used cars was launched. In October of the same year the Maruti Versa was launched. In
2002, Esteem Diesel was introduced. Two new subsidiaries were also started: Maruti Insurance
Distributor Services and Maruti Insurance Brokers Limited. Suzuki Motor Corporation increased its
stake in Maruti to 54.2 per cent.
In 2003, the new Suzuki Grand Vitara XL-7 was introduced while the Zen and the Wagon R were
upgraded and redesigned. The four millionth Maruti vehicle was built and they entered into a
partnership with the State Bank of India. Maruti Udyog Ltd was Listed on BSE and NSE after a
public issue, which was oversubscribed tenfold. In 2004, the Alto became India's best selling car
overtaking the Maruti 800 after nearly two decades. The five-seater Versa 5-seater, a new variant,
was created while the Esteem was re-launched. Maruti Udyog closed the financial year 2003-04 with
an annual sale of 472,122 units, the highest ever since the company began operations and the fiftieth
lakh (5 millionth) car rolled out in April 2005. The 1.3 litre Suzuki Swift five-door hatchback was
introduced in 2005.
In 2006 Suzuki and Maruti set up another joint venture, "Maruti Suzuki Automobiles India", to build
two new manufacturing plants, one for vehicles and one for engines. Cleaner cars were also
introduced, with several new models meeting the new "Bharat Stage III" standards. In February
2012, Maruti Suzuki sold its ten millionth vehicle in India.[15] In July 2014 it had a market share of
more 45%.
Maruti Suzuki is now looking to shift its current manufacturing facility located in the downtown
Gurgaon as apparently it is short of space and logistics. It is hunting for a huge 700 acres of plot of
land.
Joint venture related issues
Relationship between the Government of India, under the United Front (India) coalition and Suzuki
Motor Corporation over the joint venture was a point of heated debate in the Indian media until
Suzuki Motor Corporation gained the controlling stake. This highly profitable joint venture that had a
near monopolistic trade in the Indian automobile market and the nature of the partnership built up till
then was the underlying reason for most issues. The success of the joint venture led Suzuki to
increase its equity from 26% to 40% in 1987, and to 50% in 1992, and further to 56.21% as of
2013. In 1982, both the venture partners entered into an agreement to nominate their candidate for
the post of Managing Director and every Managing Director would have a tenure of five years

Manufacturing facilities
Maruti Suzuki has three manufacturing facilities in India. All manufacturing facilities have a combined
production capacity of 1,700,000 vehicles annually. The Gurgaon manufacturing facility has three fully
integrated manufacturing plants and is spread over 300 acres (1.2 km2).The Gurgaon facilities also
manufacture 240,000 K-Series engines annually. The Gurgaon Facilities manufactures the Alto

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800, WagonR, Ertiga, S-Cross, Vitara Brezza, Ignis and Eeco.The Manesar manufacturing plant was
inaugurated in February 2007 and is spread over 600 acres (2.4 km2). Initially it had a production capacity of
100,000 vehicles annually but this was increased to 300,000 vehicles annually
in October 2008. The production capacity was further increased by 250,000 vehicles taking total production
capacity to 800,000 vehicles annually. The Manesar Plant produces the Alto 800, Alto
K10, Swift, Ciaz, Baleno, Baleno RS and Celerio. On 25 June 2012, Haryana State Industries and
Infrastructure Development Corporation demanded Maruti Suzuki to pay an additional Rs 235 crore for
enhanced land acquisition for its Haryana plant expansion. The agency reminded Maruti that failure to pay the
amount would lead to further proceedings and vacating the enhanced land acquisition. The launch of the Dzire
happened in the month of May 2017 and the variant is said to have good mileage
The Gujarat manufacturing plant became operational in February 2017. The plant current capacity is
about 250,000 units per year. But with new investments Maruti Suzuki has plan to take it to 450,000
units per year.
In 2012, the company decided to merge Suzuki Powertrain India Limited (SPIL) with itself. SPIL
was started as a JV by Suzuki Motor Corp. along with Maruti Suzuki. It has the facilities available
for manufacturing diesel engines and transmissions. The demand for transmissions for all Maruti
Suzuki cars is met by the production from SPIL.

Industrial relations
Since its founding in 1983, Maruti Udyog Limited has experienced problems with its labour force.
The Indian labour it hired readily accepted Japanese work culture and the modern manufacturing
process. In 1997, there was a change in ownership, and Maruti became predominantly government
controlled. Shortly thereafter, conflict between the United Front Government and Suzuki started. In
2000, a major industrial relations issue began and employees of Maruti went on an indefinite strike,
demanding among other things, major revisions to their wages, incentives and pensions.
Employees used slowdown in October 2000, to press a revision to their incentive-linked pay. In
parallel, after elections and a new central government led by NDA alliance, India pursued a
disinvestment policy. Along with many other government owned companies, the new administration
proposed to sell part of its stake in Maruti Suzuki in a public offering. The worker's union opposed
this sell-off plan on the grounds that the company will lose a major business advantage of being
subsidised by the Government, and the union has better protection while the company remains in
control of the government.
The standoff between the union and the management continued through 2001. The management
refused union demands citing increased competition and lower margins. The central government
privatized Maruti in 2002 and Suzuki became the majority owner of Maruti Udyog Limited.
Manesar violence
On 18 July 2012, Maruti's Manesar plant was hit by violence. According to Maruti management. The
production workers at one of its car factories attacked supervisors and started a fire that killed a
company General Manager of Human Resources Avineesh Dev and injured 100 other managers,
including two Japanese expatriates. The workers also allegedly injured nine policemen. However
Maruti Suzuki Workers Union (MSWU) President Sam Meher alleged that management ordered 300
hired security guards to attack the workforce during the violence. The incident is the worst-ever for
Suzuki since the company began operations in India in 1983.

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Since April 2012, the Manesar union had demanded a three-fold increase in basic salary, a monthly
conveyance allowance of ₹ 10,000, a laundry allowance of ₹ 3,000, a gift with every new car launch,
and a house for every worker who wants one or cheaper home loans for those who want to build their
own houses. According to the Maruti Suzuki Workers Union a supervisor had abused and made
discriminatory comments to a low-caste worker, Jiya Lal,. These claims were denied by the company and the
police. Maruti said the unrest began, not over wage discussions, but after the workers' union demanded the
reinstatement of Jiya Lal who had been suspended for allegedly beating a supervisor. The workers claim harsh
working conditions and extensive hiring of low-paid contract workers which are paid about $126 a month,
about half the minimum wage of permanent employees. On 27 June 2013, an international delegation from the
International Commission for Labor Rights (ICLR) released a report alleging serious violations of the
industrial right of workers by the Maruti Suzuki management. Company executives denied harsh conditions
and claim they hired entry-level workers on contracts and made them permanent as they gained
experience. Maruti employees currently earn allowances in addition to their base wage.
The police, in its First Information Report (FIR), claimed on 21 July that Manesar violence is the
result of a planned violence by a section of workers and union leaders and arrested 91 people. Maruti
Suzuki in its statement on the unrest, announced that all work at the Manesar plant has been
suspended indefinitely. The shut down of Manesar plant is leading to a loss of about Rs 75 crore per
day. On 21 July 2012, citing safety concerns, the company announced a lockout under The Industrial
Disputes Act, 1947 pending results of an inquiry the company has requested of the Haryana
government into the causes of the disorder. Under the provisions of The Industrial Disputes Act for
wages, the report claimed, employees are expected to be paid for the duration of the lockout. On 26
July 2012, Maruti announced employees would not be paid for the period of lock-out in accordance
with Indian labour laws. The company further announced that it will stop using contract workers by
March 2013. The report claimed the salary difference between contract workers and permanent
workers has been much smaller than initial media reports – the contract worker at Maruti received
about ₹ 11,500 per month, while a permanent worker received about ₹ 12,500 a month at start, which
increased in three years to ₹ 21,000-22,000 per month. In a separate report, a contractor who was
providing contract employees to Maruti claimed the company gave its contract employees the best
wage, allowances and benefits package in the region.
Shinzo Nakanishi, managing director and chief executive of Maruti Suzuki India, said this type of
violence has never happened in Suzuki Motor Corp's global operations in Hungary, Indonesia, Spain,
Pakistan, Thailand, Malaysia, China and the Philippines. Nakanishi apologised to affected workers
on behalf of the company, and in press interview requested the central and Haryana state
governments to help stop further violence by legislating decisive rules to restore corporate
confidence amid emergence of this new 'militant workforce' in Indian factories. He announced, "we
are going to de-recognise Maruti Suzuki Workers’ Union and dismiss all workers named in
connection with the incident. We will not compromise at all in such instances of barbaric,
unprovoked violence." He also announced Maruti plans to continue manufacturing in Manesar,
that Gujarat was an expansion opportunity and not an alternative to Manesar.
The company dismissed 500 workers accused of causing the violence and re-opened the plant on 21
August, saying it would produce 150 vehicles on the first day, less than 10% of its capacity. Analysts
said that the shutdown was costing the company 1 billion rupees ($18 million) a day and costing the
company market share. In July 2013, the workers went on hunger strike to protest the continuing
jailing of their colleagues and launched an online campaign to support their demands.
A total of 148 workers were charged with the murder of Human Resources Manager Avineesh Dev. The court

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dismissed charges against 117 of the workers. On 17 March 2017, 31 workers were found guilty of variety of
offences. 18 were convicted on charges of rioting, trespassing, causing hurt and other related offences under
Indian Penal Code sections. The remaining 13 workers were sentenced to life in imprisonment after being
found guilty of the murder of General Manager of Human Resources Avineesh Dev. Twelve of the thirteen
sentenced were office-bearers of the Maruti Suzuki Workers Union at the time of the alleged offences. The
prosecution had sought the death penalty for the thirteen.
Both prosecution and defence have announced they will appeal against the sentences. Defence
counsel Vrinda Grover stated, “We will file appeals against all convictions in the HC. The evidence,
as it stands, cannot withstand legal scrutiny. There is no evidence to link these workers to the murder.
The 13 who have been convicted, it’s important to remember that they were the leaders of the union.
Therefore, it is clear that this is targeted framing of these persons. We hope for justice in the superior
court.”
The Maruti Suzuki Workers Union is continuing to organise industrial action and protests calling for
the workers to be released and criticising the judgement and sentences an unjust. An international
appeal for the release of the workers has been made by the International Committee for the Fourth
International (ICFI) and other organisations such as the Peoples Alliance for Democracy and
Secularism.

Products and Services

Current models

Model Launched Category Image

Omni 1984–present Minivan

WagonR 1999–present Hatchback

Swift 2005–present Hatchback

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 DZire 2008–present Sedan

Eeco 2009–present Minivan

Alto 800 2014-present Hatchback

Alto K10 2010–present Hatchback

Ertiga 2012–present Mini MPV

Alto 800 2012–present Hatchback

Celerio 2014–present Hatchback

Ciaz 2014–present Sedan

Baleno 2015–present Hatchback

S-Cross 2015–present Mini SUV

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 Vitara Brezza 2016–present Mini SUV

Ignis 2017–2019 Hatchback

CelerioX 2017–present Hatchback

Discontinued models

Model Launched Discontinued Category Image

800 1983 2010 Hatchback

Gypsy E 1985 2000 Mini SUV

1000 1990 2000 Sedan

Zen 1993 2003 Hatchback

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Esteem 1994 2010 Sedan

Baleno 1999 2007 Sedan

Alto 2000 2012 Hatchback

Versa 2001 2010 Minivan

Grand Vitara XL7 2003 2007 Mini SUV

Grand Vitara 2007 2015 Mini SUV

Zen Estilo 2007 2013 Hatchback

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++A-star 2008 2014 Hatchback

SX4 2008 2014 Sedan

Swift Dzire 2008 2017 Sedan

Ritz 2008 2016 Hatchback

Kizashi 2011 2014 Sedan

Gypsy King 1985 2018 Mini SUV

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 LITERATURE REVIEW

Dr. V. Senthilkumar (2012) conducted a research on the effects of customer service and product
quality on customer satisfaction and loyalty to clarify the relationship among four variables of
customer service quality, product quality, customer satisfaction and customer loyalty. For this a well
designed questionnaire was administered. 62 customers were surveyed using this questionnaire. The
data analyses revealed that customer service and product quality have been influential on customer
satisfaction. The researcher concluded that there is a positive and meaningful relationship between
customer satisfaction and customer loyalty. Prof. Nistorescu, Mr. Mihail Barbu and Mr. Roxana
Ioana Dumitriu (2013) conducted a study concerning customer loyalty in the auto market. The
objective was to study the dimensions of loyalty viz. satisfaction, re-acquisition, and
recommendation, and to see if there were any correlations among the three dimensions. 593
customers were taken as sample for the survey. Simple random sampling technique was used to
select the sample. The analysis showed that there was statistically significant correlation between
satisfaction and repurchase, between satisfaction and recommendation and between recommendation
and repurchase. The researchers concluded that loyalty is a powerful marketing tool and the three
dimensions are interrelated. Prof. Pallawi B. Sangode (2011) conducted a comparative study on
Service Quality of Maruti Suzuki and Hyundai Dealers in Nagpur. The objectives of the study were
(i) To understand and categorize the factors influencing service quality (ii) To find out the variables
which can be defined under each factor (iii) To compare Maruti and Hyundai showrooms in terms of
quality. For this a survey was conducted using convenience sampling method. 40 respondents who
were users of Maruti and Hyundai cars were taken for the study. From the analysis it was found that
there is a significant difference between the service quality provided by Maruti and Hyundai dealers.

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STATEMENT OF PROBLEM

In this competitive environment corporate companies are keen in promoting brands and creating
brand value to project their products and to sustain in the market. Hence it is very essential to know
the determinants and measurement of brand equity and its implication on value of the firm.
Automobile industry in general and car industry in particular is chosen taking into account the
emergence of many new brands of cars in the recent past and changing mind set of the customers on
the purchase of cars. Customer satisfaction plays a key role in choosing a particular brand.

SIGNIFICANCE OF THE STUDY

In this dynamic environment, Customers are becoming more comfort conscious than price. Choosing
a particular brand of car requires lot of prior information and good decision making skills to come to
a conclusion as to what of type of car has to be purchased.

OBJECTIVES OF THE STUDY

1. To measure the customer satisfaction level towards Maruti and Tata Motor cars in Bhubaneshwar.

2. To compare the customer satisfaction level between Maruti and Tata Motor cars.

3. To provide suggestions to improve the customer satisfaction of Maruti and Tata Motor Cars.

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Research Methodology

Research design: Descriptive research Data sources:

 Secondary Data: Secondary data sources are journals, magazines association bulletins (SIAM,
ICRA), news papers, web portals, company brochures, books etc.

 Primary Data: Users of Maruti and Tata Motor Cars in Andhra Pradesh are the primary data
sources.

Research approach: Survey method

Research instrument: Structured questionnaire

Scope of the Study:

The present study aims at assessing the customer behaviour and satisfaction by using Maruti and
Tata Motor car respondents. It also tries to identify the factors influencing the choice of different
models.

Limitations of the study:

 The study is restricted to five major cities in Andhra Pradesh.

 The study is confined to the existing passenger car users.

 The data has been gathered using a questionnaire and hence the limitations of the questionnaire are
inherent in the report.

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 CUSTOMER PERCEPTION TOWARDS TATA MOTORS AND MARUTI
SUZUKI IN BHUBANESHWAR IN PERSPECTIVE OF JOB PERSON

Ques 1. NAME

Ques 2. In which age group you fall?

20 - 30
30 - 40
40 - 50
50 above

Ques 3. What is your Profession?

Business Man
Service man
Self employed
Other

Ques 4. In which income group you fall?

less than 3 lakhs

3 lakhs - 6 lakhs
6 lakhs - 10 lakhs
10 lakhs - 15 lakhs
15 lakhs above

Ques 5. Which car brand you prefer most from the following?

TATA MOTORS
Maruti Suzuki
Both
None of the above

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Ques 6. Acording to you what are the criteria for the Economy Class ?

3 lakhs - 5 lakhs
5 lakhs - 7 lakhs
7 lakhs - 9 lakhs
9 lakhs above

Ques 7. According to you what are the criteria for the Premium Class ?

9 lakhs - 15 lakhs
15 lakhs - 20 lakhs
20 lakhs - 30 lakhs
30 lakhs above

Ques 8. According to you what are the criteria for the less than Economy Class ?

2 lakhs - 4 lakhs
4 lakhs - 6 lakhs
6 lakhs - 8 lakhs

Ques 9. How often you drive the car ?

Daily
Once in a week
Twice or Thrice in the
week Ocassionally

Ques 10. How much you ready to spend on your daily drive ?

1 lakhs - 5 lakhs
5 lakhs - 8 lakhs
8 lakhs - 12 lakhs
12 lakhs - 15 lakhs more
than 15 lakhs

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Ques 11. What thing you prefer most in your car?
Quality
Power
Brand
Combination of all

Ques 12. Which fuel type car you like ?

Petrol
Diesel
Hybrid
Doesn't matters

Ques 13. What type of transmission you prefer?

Automatic
Manual
CVT (Continuously Variable Transmission)
Not matters

Ques 14. According to you which brand has better durability and reliability ?

Maruti Suzuki
TATA Motors
Both brands
Don't say

Ques 15. Which brand has a better resale value according to you ?

TATA Motors
Maruti Suzuki
Both
Don't know

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Ques 16. According to you which company uses more advance technology?
Maruti Suzuki
TATA Motors
Both
Don't say

Ques 17. According to you which company provides better after sale services?
Maruti Suzuki
TATA Motors
Both
None of the above

Ques 18. which car you like among the following cars ?

Swift
Ignis
Baleno
Brezza
Ciaz
Safari Storme
Nexon
Harrier
Tiago

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Ques 19. According to you which car fall under which Category?

Economy Premium Less than economy

Baleno

Tiago

Ques 20. What are the features you expect from these brands?

Ques 21. Which brand you like to recommend to others?

Maruti Suzuki
TATA Motors
Both
None of the above

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 ANALYSIS

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 FINDINGS
 As I take Maruti Suzuki and TATA Motors for my survey I found that there are many
fans for the Maruti Suzuki as compare to the TATA Motors in Bhubaneshwar area .

 In my survey there is 80.6 % people whom has service man as their profession .

 The sample size of my survey is 62 people .

 According to my survey In Bhubaneshwar area 46.8 % people fall under income

group of 6lakhs – 10lakhs.

 According to my survey 50% people means 31 people are preferring Maruti Suzuki
as compare to TATA Motors which has only 15 preference.

 28.1 % people drives their car Occasionally according to my survey but 26.3 %
people drives their car daily.

 In Bhubaneshwar 53.3 % means 32 people out of 60 answers ready to spend

5lakhs – 8lakhs.on their daily drive .

 In Bhubaneshwar 30.6 % people prefer only Petrol cars and only 16.1 % people out
of 100 % purely prefers Diesel cars .

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 CONCLUSION

 As I write in the findings that there are mostly Maruti Suzuki lovers as compare to the TATA
Motors
 In Bhubaneshwar people mostly like Petrol cars as compare to the Diesel cars .
 As we know that both brands have their own uniqueness as Maruti is famous for their Petrol
cars like swift , Baleno which are very popular cars in the Indian market and talk about
TATA they are expertise in their diesel Engines like Indica, Tiago Which are very popular./
 As come on the conclusion TATA can increase their market share in Bhubaneshwar area as
Maruti tries to come into diesel car market like Vitara Breeza which only available in diesel
so TATA can also come into petrol car market by developing their own efficient engines.

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 BIBLIOGRAPHY

 WWW.google.com

 WWW.wikipedia.com

 WWW.tatamotors.com

 WWW.marutisuzuki.com

 WWW.carwale.com

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