Secondary objectives:

To find out advertisement effectiveness of Maruti car.

To know the satisfaction level of customers
To know which class of customers is using Maruti Car
To know more about the overall experience of customers about their dealers.

SCOPE OF THE STUDY Today the existence of an organization depends on its ability to
understand the customers and producing and delivering products or services according to those
needs. This project indented to find out the quality service of Maruti car. This study will help the
company to redesign their marketing strategies such as product design, sales promotion activities
etc. so as to the meet the needs of customers. As per the scope of the study is concerned, the
study helps to find out the various quality service of Maruti car customers in Mumbai . It will
also help the company to know more about their customers. It is hoped that the analysis will help
the company to develop quality service of Maruti car and achieve the major objective from that.

RESEARCH METHODOLOGY RESEARCH DESIGN

A research design is a logical and systematic plan prepared for directing a research study. It is the
program that guides the investigator in the process of collecting, analyzing and interpreting
observations. Here DESCRIPTIVE RESEARCH DESIGN is used for analyzing buying
motive of Etios. It is very simple and more specific than exploratory study. The descriptive study
is a fact finding investigation with adequate interpretation. The descriptive study aims at
identifying the various characteristics of a problem under study. It reveals potential relationships
between variables and also setting the stage for further investigation later. SAMPLING
TECHNIQUE A part of the population is known as sample. The process of drawing sample
from a population is known as a sampling. Non probability sampling It is not based on the
theory of probability. It does not provide a chance of selection each population element. The
merit of this type sampling is simplicity, convenience and low cost. Convenience sampling is
the sampling technique used here. In this sampling we select whatever sampling unit is
conveniently available. It lays groundwork for subsequent probability sampling.
SAMPLE SIZE The researcher has to select a relevant fraction of the population, which is a
representative of the entire population. The sampling size will be small in the case of the
descriptive study where less than 1 percent is sufficient to provide reliable results. Here the
sample size samples and it is limited to the area of Mumbai (Muland) Maruti Udyog Service
Station, work station of Maruti

COLLECTION OF DATA In this stage, there is a need to gather primary as well as secondary
data. Primary data are collected on original information gathered for a specific purpose either
through personnel interviews / questionnaires etc. Secondary data is collected from already
existing sources in various organization brochures and records. Primary Data The present study
has used survey method for collecting the primary data by directly interviewing customers with
questionnaire. Secondary Data Secondary data for the study were collected from the library
reference, technical and subject based books, journals and magazines, websites and other
previous studies Tool for Data collection A well structured questionnaire was used to collect the
primary data from the customers. The customers were given multiple choices to select their
particular answers. A copy of the questionnaire is enclosed in the annexure. Type of Questions
The questions that have been used in preparing the questionnaire were: -

 Dichotomous questions

 Multiple choice questions