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 AdministrationSAI 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

Signature of the

the supervisor

supervisor

Date:

Place:

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 CARS” in MITHRA AGENCY I

specially thank “Mr. HYDER ALI” (Team Leader) in MITHRA

AGENCY, for guiding me all through my project.

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.CHAND

RAKANTH)

ABSTRACT:

Customer satisfaction depends on a product’s

perceived performance in delivering value relative to a buyer’s

expectations. If the product’s performance falls short of the

customer’s expectations, the buyer is dissatisfied. If performance

matches expectations, the buyer is satisfied. If performance

exceeds expectations, the buyer is delighted. Outstanding

marketing companies go out of their way to keep their customers

satisfied. Satisfied customers make repeat purchases, and they

tell others about their good experiences with the product. The

key is to match customer expectations with company

performance. Smart companies aim to delight customers by

promising only what they can deliver, then delivering more than

they promise.

Customer expectations are based on past buying

experiences, the opinions of friends, and marketer and

competitor information and promises. Marketers must be careful

to set the right level of expectations. If they set expectations too

low, they may satisfy those who buy but fail to attract enough

buyers. If they raise expectations too high, buyers will be

disappointed.

Today’s most successful companies are raising

expectations- and delivering performance to match. These

companies embrace total customer satisfaction. Thus, the

marketer must continue to generate more customer value and

satisfaction but not “give away the house”.

TABLE OF CONTENTS

CONTENTS PAGE NO

LIST OF TABLES

LIST OF CHARTS

IIi

CHAPTER 1 INTRODUCTION 1

CHAPTER 2 REVIEW OF LITERATURE 7

CHAPTER 3 INDUSTRY PROFILE 12

CHAPTER 4 COMPANY PROFILE

PRODUCT PROFILE

2335

CHAPTER 5DATA ANALYSIS &

INTERPRETATION

40

CHAPTER 6 FINDINGS & SUGGESTIONS

59

CHAPTER 7 CONCLUSIONS 62

CHAPTER 8

APPENDICES

QUESTIONNAIRE

BIBLIOGRAPHY

6368

CHAPTER 1

INTRODUCTION

CUSTOMER SATISFACTION Whether the buyer is satisfied after purchase

depends on the offer performance in relation to the buyer’s

expectations.

Satisfaction is a person feeling of pleasure or

disappointments resulting from comparing a product perceive

performance or outcome in relation to his/her expectation.

As this definition makes clear, satisfaction is function

perceive performance and expectations. If the performance falls

short of expectations the customer is dissatisfied. If the

performance matches the expectation the customer is satisfied. If

the performance exceeds expectation the customer is highly

dissatisfied.

Many companies are aiming for high satisfaction because

customers who are just satisfied still find easy to switch when a

better offer comes along. Those who are highly satisfied are

much less ready to switch. High satisfaction or delight creates an

emotional bond with the bond, not just a rational preference. The

result is high customer loyalty.

Senior management believes that a very satisfied that a

very satisfied or delighted customer is worth ten times as much

to the company as a satisfied customer. A very satisfied customer

is likely to stay in company for many more years and by more

than a satisfied customer will.

Buyers form their expectations from past buying experience,

friends and associates, advice marketers & competitor

information and promises. If marketer raises expectations too

high, the buyer is likely to be disappointed.

Some of today’s most successful companies are raising

expectations and delivering performance to match. These

companies are aiming for TCS (Total Customer Satisfaction).

Some companies guarantee total customer satisfaction and will

replace at its expense any dissatisfied customer’s equipment

within period of many years after purchase.

For customers centered companies, customer satisfaction is

both a goal and a marketing too. Companies that achieve high

customer satisfaction rating make sure that the target market

knows it.

Study shows that although customers are dissatisfied

with one out of every four purchases, less than 5% of

dissatisfied customers will complain. Most customers will by less

or switch suppliers. Complaints levels are thus not a good

measure of customer’s satisfaction. Responsiveness companies

measure customer satisfaction directly by conducting periodic

surveys. They sent questionnaire or make telephone calls to

random sample of recent customers. They also solicit buyer’s

view on their competitor’s performance.

While collecting customers satisfaction data kit is also useful it

ask additional questions to measure repurchase intention, this

will normally by high if the customers satisfaction is high, it is

also useful to measure the likelihood or willingness to

recommend the company and the brand to others. High positive

word-of-mouth score indicates that the company is

Producing high customer’s satisfaction. When customers rate

their satisfaction with the element of company’s performance like

delivery. The company needs to recognize that customer vary in

how they define good delivery. It could mean early delivery on

time delivery, order completeness and so on. Yet if the company

had to spell out every element in detail customers would face

huge questionnaire the company must also realize that customers

can report being satisfied for different reasons. One may be

easily satisfied most of the time and other might be hard to

please, but was pleased on this occasion.

Company should also note that managers and sales

people could manipulate customer’s satisfactions rating. They

can especially nice to customers just before the survey. They can

also try to exclude Un-happy customers from the survey.

Another danger is that if the customer knew that the company

would go out it way to lease customers.

Some express high dissatisfaction (even if satisfied). In

order to receive more concessions. Some companies navigate all

these pit falls to reach their customers value and satisfaction

goals. We call these companies high-performance business.

Customers satisfaction depends on the products perceive

performance in delivery value relative to buyer’s expectations. If

the product performance falls short of customer expectations, the

buyer is satisfied. Outstanding marketing companies go out of

their way to keep their customer satisfied.

Satisfied customer may report purchase and they tell us

about their good experience with the product. The key being to

match customer’s expectations with company performance.

Smart companies aim to delight customers by promising only

what they can deliver then delivering more than they promise.

Customer’s satisfaction is closely linked to quality in

recent years. Many companies have adopted Total Quality

Management (TQM) programs, designs to constantly improve

quality of their products, service & marketing processes. Quality

has an impact on product performance and hence on customer

satisfaction.

OBJECTIVESOF

RESEARCH

STATEMENT OF PROBLEM:

With the recent influx of different brands in today’s four

wheeler auto segment each striving to satisfy customers with the

end results of maintaining loyalty, at present cars as such have

become necessity but not a nicety.

With this out look of today’s market it is even a layman’s

perceptive that Ford itself reflects a satisfied customer.

Keeping in mind curriculum requirement &

organizational requirement the study has been conducted to find

out customer satisfaction towards Maruti cars. However, due to

time constraints an in-depth study could not be undertaken.

OBJECTIVES OF STUDY:

The board objective of the study is to know the consumer

behavior in the light of various factors governing

preferences decision regarding various aspects before

purchasing a four-wheeler.

To find customer satisfaction level during sales process.

To know about the post sales service provided by the

dealer.

To find out the overall experience of the customers

with reference to

Varun Maruti Agency

To know which factors are considered by the

consumers before they

Purchase any four-wheeler.

To find out whether the vehicle details were made

known to every Customer or not.

To know the promptness of the vehicle deliveries made

to customers.

To find out the most preferred media of communication

and then to analyze the advertisement campaign in

terms of media effectives.

SCOPE OF STUDY:

The geographical scope of study is confined to

the city of

Hyderabad. The various customers were met to find out their

perception

towards the various elements that satisfies the customer.

LIMITATIONS OF STUDY:

The study could not be conducted on a large sample size

and area

because of time constraint.

The number of sample size is respondents and the study is

confined

Only to the Hyderabad confined limits.

The study is time bound & would be applicable to the

current

Findings of the study.

CHAPTER 2REVIEW

OFLITERATURE

REVIEW OF LITERATURE

Customer satisfaction:

Customer satisfaction, commonly abbreviated CS, is a

business term which is used to capture the idea of measuring

how satisfied an enterprise's customers are with the

organization's efforts in a marketplace. It is seen as a key

business performance indicator and is part of the four

perspectives of a Balanced Scorecard.

Every organization has customers of some kind. The

organization provides products (goods and/or services) of some

kind to its customers through the mechanism of a marketplace.

The products the organization provides are subject to

competition whether by similar products or by substitution

products.

Reasons to Monitor Customer Satisfaction

The reason an organization is interested in the

satisfaction of its customers is because customers purchase the

organization's products. The organization is interested in

retaining its existing customers and increasing the number of its

customers.

Measuring Customer Satisfaction

Customer satisfaction is an ambiguous and abstract concept and

the actual manifestation of the state of satisfaction will vary from

person to person and product/service to product/service. The

state of satisfaction depends on a number of both psychological

and physical variables which correlate with satisfaction behaviors

such as return and recommend rate. The level of

satisfaction can also vary depending on other options the

customer may have and other products against which the

customer can compare the organization's products.

Because satisfaction is basically a psychological

state, care should be taken in the effort of quantitative

measurement, although a large quantity of research in this area

has recently been developed. Work done by Berry, Brodeur

between 1990 and 1998 defined ten 'Quality Values' which

influence satisfaction behavior, further expanded by Berry in 2002

and known as the ten domains of satisfaction. These ten domains

of satisfaction include: Quality, Value, Timeliness, Efficiency,

Ease of Access, Environment, Inter-departmental Teamwork,

Front line Service Behaviors, Commitment to the Customer and

Innovation. These factors are emphasized for continuous

improvement and organizational change measurement and are

most often utilized to develop the architecture for satisfaction

measurement as an integrated model. Work done by

Parasuraman, Zeithaml and Berry between 1985 and 1988 provides

the basis for the measurement of customer satisfaction with a

service by using the gap between the customer's expectation of

performance and their perceived experience of performance. This

provides the measurer with a satisfaction “gap” which is

objective and quantitative in nature. work done by Cronin and

Taylor propose the "confirmation/disconfirmation" theory of

combining the "gap" described by Parasuraman, Zeithaml and

Berry as two different measures (perception and expectation of

performance) into a single measurement of performance

according to expectation. According to Gar brand, customer

satisfaction equals perception of performance divided by

expectation of performance.

The usual measures of customer satisfaction involve a survey

instrument with a set of statements using a Likert Technique or

scale. The customer is asked to evaluate each statement and in

term of their perception and expectation of the performance of

the organisation being measured.

Today, customer satisfaction is the mission of

most companies. Companies like Dell have made make-to-order

products and direct sales their differential advantage in

increasing customer satisfaction. Operational strategies can now

be structured for attaining high levels of customer satisfaction at

relatively low costs. Innovations in online information access,

creative product design, flexibility, outsourcing, postponement,

dynamic pricing, and reactive-capacity have been the major

enablers of managing manufacturing-supply networks.

However, the choice of positioning a firm along the

dimensions of customer satisfaction and total delivered cost, and

its implications for operational strategies, are not yet clear.

Power’s overall point:-

Product quality counts. It is a key determinant

of customer satisfaction. Customer satisfaction leads to improved

financial performance. The author’s make the point that

executives know this correlation but do not always live and

breathe this philosophy. Customer satisfaction builds loyalty.

Good customer service often generates good word of mouth

advertising – no matter what the industry. I found it interesting

that one of the nation’s largest house builders, Pulte Homes,

Suggests that 45% of its sales are influenced by the positive

recommendations of another customer. I might have been a little

dubious of that figure had I not learned at a recent conference for

mortgage brokers I attended, that the top performing brokers got

up to 40% of their business from previous customer.

Satisfaction contains numerous product references

featuring good and bad performance by manufacturers and

service providers. Not too surprisingly, JetBlue and Lexus get

significant coverage reflecting a very high level of customer

satisfaction. Lexus figures prominently in the book simply

because they are THE best and consistently so. It really is

astonishing that Lexus was able to take brand leadership in the

luxury car market, against Mercedes-Benz, Cadillac and BMW

within ten years of entering this market sector.

According to the findings of the 2004 4-wheeler total

customer satisfaction study released today by leading market

information provider, TNS, Maruti and Toyota models rank

highest in six out of the ten vehicle segments. Among the new

models launched since TNS' 2003 study, Ford Endeavour achieves

top honors in the "premium SUV" segment.

Representing the responses of more than seven thousand

car buyers towards the performance of over 40 models in the key

areas of sales satisfaction, product quality, vehicle performance

and design, after-sales service, brand image, and cost-of-

ownership, the 2004 4-Wheeler Total Customer Satisfaction (TCS)

study conducted by TNS specialist division, TNS Automotive, is

the largest syndicated automotive study in India. The

TCS index score provides a measure of commitment a given

model or brand enjoys with its customers. Rankings for the TCS

study are done at the vehicle segment-level to provide

comparisons among similar groups of vehicles. The ten models

ranking highest in their respective segments for total customer

satisfaction are: Maruti 800 for "entry compact"; Maruti Zen

Petrol for "premium compact"; Tata Indica Diesel for "small car -

diesel"; Maruti Esteem Petrol for "entry midsize"; Mitsubishi

Lancer Petrol for "midsize"; Toyota Corolla for "premium

midsize"; Mitsubishi Lancer Diesel for "midsize car - diesel";

Toyota Camry for "entry luxury"; Toyota Qualis for "SUV"; and

Ford Endeavour for "premium SUV’S.

2006 India TCS Ranking Chart

CHAPTER 3INDUSTRYPROFILE

INTRODUCTION

AUTOMOBILE INDUSTRY:

The Indian auto ancillary industry has come a long way

since it had its small beginnings in the 1940s. If the evolution of

the industry is traced in India, it can be classified into three

distinct phases namely: Period prior to the entry of Maruti

Udhyog Ltd, Period after the entry of Maruti Udhyog Ltd and

Period post Liberalization. The period prior to the entry of Maruti

Udhyog Ltd was characterized by small number of auto majors

like Hindustan Motors, Premier Automobiles, Telco, Bajaj,

Mahindra and Mahindra, low technology and assured business

for most of the auto-component-manufacturers.

The entry of Maruti in the 1980s marked the beginning of

the second phase of the industry. The autoancillary industry in

the country really showed a spurt in growth during this period.

This period witnessed the emergence of a new generation of auto

ancillary manufacturers who were required to meet the stringent

quality standards of Maruti’s Korean collaborator Suzuki of

Japan. The good performance of Maruti resulted in an upswing

for the domestic auto ancillary industry. It was during this period

that auto components from India began to be exported.

The entry of foreign automobile manufacturers ranging

from Mercedes Benz, Ford, and General Motors to Daewoo

following the government liberalizing the foreign investment

limits saw the beginning of the third phase of the evolution of the

industry. The auto ancillary industry witnessed huge capacity

expansions and modernization initiatives in the post liberalization

period. Technological collaborations and equity

Partnerships with world leaders in auto components became a

common affair. However, the global automobile majors soon

realized the folly of their

estimations in India. The market did not seem to be as big as it

appeared to be. Hence, sales targets went awry. The tough

competitive scenario saw a lot of consolidation in the industry

and it still continues unabated.

Indian Auto Industry - Market Overview

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

years,

with sales of 9 million vehicles in 2006-07

With the potential to emerge as one of the largest in the

world. Presently, India is

1. 2nd largest two wheeler market in the world

2. 4th largest commercial vehicle market in the 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

Size of around US$ 34 billion in 2006

Indian Automobile Industry—Recent Trends

The Indian automotive industry has flourished like never

before in the recent years. This extra-ordinary growth that the

Indian automotive industry has witnessed is a result of a two

major factors namely, the improvement in the living standards of

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

Moreover, the liberalization steps, such as, relaxation

of the foreign exchange and equity regulations, reduction of

tariffs on imports, and refining the banking policies, initiated by

the Government of India, have played an equally important role

in bringing the Indian Automotive industry to great heights. It is

estimated that the sale of passenger cars have tripled compared

to their sale in the last five years. Thus, the sale of cars has

reached a figure of 1 million users and is expected to increase

further. It's also to be noted that the demand for luxurious

models, SUVs, and mini-cars for family owners, have shot up,

largely due to increase in the consumer's buying-capacity.

The increased demand for Indian automobiles has

resulted in a large number of multi-national auto companies,

especially from Japan, U. S. A., and Europe, entering the Indian

market and working in collaboration with the Indian firms. Also,

the institutionalization of automobile finance has further paved

the way to sustain a long-term high growth for the industry.

Automotive Industry: India Strategic Market

Profile

Although India has been much discussed in recent years,

and has been the recipient of major foreign investment in its

automotive industry, it has in many ways not received the

attention of the world’s other major developing country, China –

but this is about to change.

With the world’s second largest and fastest-growing

population, there is no denying India’s potential in both economic

and population terms and the effect it will have on the auto

industry in the years to come. The country is already off to a good

start, with a well-developed components industry and a

production level of one million four-wheeled vehicles a year, plus

a further five million two- and three-wheelers.

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.

India’s developing Automotive Markets and

Industry

India is an emerging country with huge potential. The

domestic economy is now growing at around 7% per annum and

India's growing importance in global terms is being reinforced by

rapidly rising exports. India's low cost but highly skilled

manufacturing base means that the country is also taking centre

stage as a favored location for global outsourcing.

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 is at the centre of India’s

new global dynamic. The domestic market is expanding rapidly as

incomes rise and consumer credit becomes more widely

available. Manufacturers’ product lines are being continually

expanded, as is the local automotive manufacturing base.

Expectations are high that India can develop as a global hub for

small car manufacture and as an outsourcing centre that offers

the global automotive industry solutions high up the automotive

value-chain.

This management briefing reviews the current status of and

future prospects for India's automotive industry.

INDIA - ADVANTAGE AND BUSINESS

OPPOURTUNITES

Opportunities in the Indian Automotive Sector

Proven product Development capabilities

Capabilities to develop complete vehicles and systems

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

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

Stable economic policies

Continuity in reforms and policies

India targets to emerge as the “manufacturing hub”

for small cars

High quality standards

12 Indian component manufacturers have won the Deming Prize for quality

Most leading component manufacturers are QS and ISO certified

INDIAN AUTO INDUSTRY

Competitive manufacturing cost

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

Export Potential Increased

outsourcing has led to

a large potential to export components and vehicles

to other markets

Large and growing domestic demand

Demand growth expected to be around

10 % CAGR making India one of the fastest growing markets

Industry Structure

The Indian car market has been divided in to

small cars, mid size cars, luxury cars and multi utility vehicles.

Small cars:

It is the most preferable small car segment in

Indian economy. Under this segment we have Maruti 800, Maruti

Zen, Maruti Wagoner, Maruti swift, Tata Indica, Hyundai Santro,

Fiat Palio, and Maruti Alto, Maruti Zen, Estilo ,Tata Nano etc.,

These are the best suitable for Indian middle

class people. These cars also suit Indian roads and traffic

conditions. The concept of small cars has emerged from Japan.

Small cars are fuel efficient with latest sleek

look and advanced technology.

Mid size cars:

The mid size cars are to upper middle class

people of society.

Business executives mainly use these cars.

Under this we have Maruti sx4,Esteem, Ford Fusion,

Ford Fiesta, Opel Astra, Tata Indigo, Tata Marina, Honda City,

Chevrolet Aveo, Hyundai Accent etc.,

Luxury cars:

The elite members of the society use these luxury cars.

The luxury cars are symbol of success of a man.

Under this we have Maruti Grand Vitara, Ford

Mondeo, Skoda Octavia, Skoda Laura, Hyundai Sonata, Hyundai

Elantra, Toyota Corolla, Toyota Cramy, Mitsubishi Lancer,

Mitsubishi Cedia, Honda Civic, Honda CRV, Honda Accord,

Chevrolet Optra, Mercedes-Benz (S-class, E-class), Maruti Baleno

etc.,

Multi Utility Vehicle:

MUV’S are used for transportation purpose. As MUVs

are very rugged and powerful vehicles they are used in hilly

regions. Today there are a lot of players in the car segment. This

has increased competition amongst the manufacturers.

Under this we have Tata Sumo, Tata Sierra, Tata Safari,

Maruti Gypsy, Bajaj Tempo, Ford Endeavour, Toyota Qualis,

Toyota Innova, Mahindra Voyager, Mahindra Scorpio, Mahindra

Bolero etc.,

Now-a-days dealers and manufacturers are providing

many attractive financial facilities for the consumers. This

indicates that the manufacturers will have huge demand in

coming decades.

Major players in automobile industry

The major players in the automobile industry are as

follows:

Maruti Suzuki

Toyota

Skoda

Honda

Hyundai

Chevrolet

Tata

Hindustan Motors

Mitsubishi

Ford

These are the companies that bring to us our

dream machines. This where it all starts from the bourgeoisie

Maruti 800, the up market the stately Mercedes, and the rest.

Wend your way through the automobile companies,

their history product lines. Find out hitherto unknown facts

about the vehicle you use. Did you know that the Hindustan

Motors were the first vehicles manufacturing company to be

set up in India? And it is the same Hindustan Motors, which

manufactures both the sturdy Ambassador and the elegant

Lancer, in association with Mitsubishi.

CHAPTER 4COMPANY PROFILE

Maruti Udyog Limited (MUL) was established in Feb 1981 through

an Act of Parliament, to meet the growing demand of a personal

mode of transport caused by the lack of an efficient public

transport system.

Maruti Udyog is India’s leading maker of automobiles.

Through a partnership with Suzuki, the company makes models

such as the Alto, Gypsy, and Zen. In addition to domestic sales,

Maruti also exports its Alto model to many European markets.

The company’s three-plant manufacturing complex near New

Delhi has an annual capacity of about 3.5 million cars per year.

Maruti Udyog enjoys about a 50% share of its domestic market.

To help maintain its share of the market, the company is building

a new plant near its existing plants in Gurgaon about 25 miles

from New Delhi.

Suzuki Motor Company was chosen from seven prospective

partners worldwide. This was due not only to their undisputed

leadership in small cars but also to their commitment to actively

bring to MUL contemporary technology and Japanese

management practices (which had catapulted Japan over USA to

the status of the top auto manufacturing country in the world).

A license and a Joint venture agreement were signed

between Govt. of India and Suzuki Motor Company (now Suzuki

Motor Corporation of Japan) in Oct 1982.

The objectives of MUL then were:

Modernization of the Indian Automobile Industry.

Production of fuel-efficient vehicles to conserve scarce

resources.

Production of large number of motor vehicles which was

necessary for economic growth.

Maruti is India’s largest automobile company. The

company, a joint venture with Suzuki of Japan Has been a

success story like no other in the annals of Indian Automobile

Industry.

SUZUKI PARTNERING MARUTI FOR LEADERSHIP

Suzuki’s world leadership in compact cars.

Large seller of compact cars worldwide 23 million Suzuki has

been the market leader in the Japanese compact car segment

for 19 consecutive years.

General Motors has sought expertise in small car

technologies from Suzuki through strategic alliance since the

1980’s and has recently increased its equity stakes in Suzuki

to 20 %.

Suzuki has also launched cars like the Vitara, Wagon R Wide,

carry and other such models which have further contributed

to Suzuki’s image as one of the most imaginative designers

for functional compact vehicles.

The company has seen cumulative sales overseas in excess of

10 million cars.

Suzuki motor

Corporation sells its product in 170 countries

For a concise yet comprehensive look at what Maruti has meant

at the industry.

When we entered

Success

Evolution and adaptability

Network

Technology trans

WHEN WE ENTERED:

When Maruti entered the Indian car market, there were two

major players in the market. One is h8industan motors and other

was fiat. it sought to fill what it perceived as two very glaring

needs one, to provide fuel efficient, low cost vehicles, which are

reliable and of high quality. To offers customers good vehicles

and better sales services which satisfies their needs. Total

automobile value and customer satisfaction, these objectives

shaped out policies and our approach to quality.

Additionally, the absence of efficient public transportation

system was leading to a growing demand for passenger car.

A bargaining work force and growing middle class

population meant that personal transport had become a

necessity. To attract good managerial talent, they corporate

world had started to offer cars even to junior executives. Since

the car that Maruti manufactured were mainly entry level cars

the company successfully fulfilled the demand in the market.

SUCCESS:

The first class rolled out for sale on 14th December 1983(the

customers went into production in a record 13 months) marking

the beginning of a revolution in the Indian automobile industry.

The Indian car market had stagnated at a volume of 30,000 to

40,000cars a year for the decade ending 1983.in 1983, this figure

reached a number of 1, and 96,820.maruti’s figures are a different

story all together. We reached a total production of one million

vehicles in March 1994, becoming the first Indian company to

cross this milestone. We crossed the million marks in 1997.

For the year ended 1997-98 Maruti had posted a turnover

of us dollars 2.1billion and a profit before tax of us dollars 244

million. during the year Maruti produced 350000 vehicles, out of

which 26000 were exported. Maruti has played profits in every

year since inception, and has been paying dividends for the last

10years.

Through the Maruti has provided world class

contemporary Japanese technology, suitably adapted to Indian

conditions and Indian car users. we have also provided users

with a range of cars to suit different needs.

Maruti’s market share figures show the response of customers in

1997-98, our market share of vehicles was over 70%.in addition to

leading in the economy car segment, Maruti is also the leader in

the luxury car segments with a market share of 38%.

With many international automobile majors setting up base

in Indian, we expert intense competition in the coming years. We

however welcome the transistor from a seller’s market to a

buyer’s market. In this environment only those firms will survive,

which have strong supplier base a wide spread sales and after

sales network and are able to offer a large number of quality

variants at reasonable prices.

EVOLUTION AND ADAPTABILITY:

Maruti’s story in a changing economic scenario has been as

follows. The success of the joint venture led Suzuki to increase its

equity from 26% to 40% in 1987 and further to 50% in 1992.As a

result, Maruti changed from being a Govt.co.to a Non-Govt.co.

On February 24th 1981 Govt. of India incorporates Maruti

Udyog limited as a 100% public limited co. on October 21982

license agreement and joint venture agreement signed with

Suzuki. In 1983 the maruti800 launched bringing about the first

major revolution in the Indian car market.

From 1984 onwards, for more than half a decade, the car

industry had to deal with certain factors. Excise duty was marked

by a steady rise across 1984 to 1991 (15%$ in 1984, 42% in 1989, 52.5%

in 1990&66% in 1991). Despite a considerably weaker rupee the

import duty on car components that has also risen from 40% to

75%. All this lead to sharp increase in customer price and a

consequent fall in the overall demand for passengers’ cars.

Maruti’s growth continued despite rising tax levels and the low

accorded to car production. With the introduction of

liberalization from July1991, the Govt. realized the high growth

potential of the passenger car market. It took note of the

contributions of this segment in promoting employment,

technological up gradation of industry and contribution to Govt.

revenue. Policy changes took place accordingly.

Maruti’s excellent performance in the post liberalization

milieu is in keeping with the earlier trend set by it. Maruti has

kept place with the times, to continue providing its customer

products of high quality. Today, our strong dealer and service

network consists of 335 sales outlets, 1986 service centers across

1053 cities as on 31-10-2007.

Maruti Udyog limited rolls out one car every 43 seconds.

With more than I new product launched every year and 4 new

products was launched in 2000, since 1981 Maruti has consistently

delivered high quality products to Indian customers, more than 30

lakh people in India are proud to own and drive Maruti cars.

Tried, tested & trusted, proven

On Indian roads, it is customer oriented and responsive to every

need & budget.

PRODUCTION/R&D

Spread over a sprawling 297 acres with 3 fully integrated

production facilities, the Maruti Udyog plant has already rolled

out over 4.3 million vehicles. In fact, on an average, just 14 hours

to make a car. More importsntly, with an incredible range of 11

models available in 50 variants, there’s a Maruti Suzuki made

here to fit every car – buyer’s budget dream.

PRODUCTION MILESTONES:

1st vehicles produced, December 1983

1, 00,000 vehicles produced by August 1986

5, 00,000 vehicles produced by June 1990

10, 00,000 vehicles produced by March 1994

15, 00,000 vehicles produced by April 1996

20, 00,000 vehicles produced by October 1997

25, 00,000 vehicles produced by March 1999

30, 00,000 vehicles produced by June 2000

35, 00,000 vehicles produced by December 2001

40, 00,000 vehicles produced by April 2003

45, 00,000 vehicles produced by April 2004

50, 00,000 vehicles produced by April 2005

55, 00,000 vehicles produce by April 2006

60, 00,000 vehicles produced by April 2007

60, 50,000 vehicles produced by February 2008

MARUTI SALES IN FEBRUARY 2008 :

New Delhi, February 1, 2008: Car market leader Maruti Udyog

Limited sold 48,526 units in the domestic market in January 2008.

This is a growth of 7.1 percent over January 2007.

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

units of exports, during January 2008. The company’s volume in

the domestic A2 segment grew by 21.2 per cent compared to

January 2007. As published in Overdrive Magazine dated 15th

March 2008.

THE QUALITY ADVANTAGE:

Maruti Suzuki owners experience fewer problems with

their vehicles than any other car manufacturer in India (J.D.

Power IQS Study 2004). The Alto was chosen No. 1 in the

premium compact car segment and the Esteem in the entry level

mid-size car segment across 9 parameters.

The J.D. Power APEAL Study 2004 proclaimed the Wagon R

no. 1 in the premium compact car segment and the Esteem No. 1

in the entry level mid – size car segment. This study measures

owner in terms on design, content, layout and performance of

vehicles across 8 parameters.

A Buying Experience like No Other

Maruti Suzuki has a sales network of 307 state-of the –art

showrooms across 189 cities, with a workforce of over 6000 trained

sales pertsommel to guide our customers in finding the right car.

Our high sales and customer care standards led us to achieve the

No.1 nameplate in the J.D. Power SSI Study 2004.

Quality Service across 1036 Cities

In the J.D. Power CSI Study 2004, Maruti Suzuki scored the

highest across all 7 parameters: least problems experienced with

vehicle serviced, highest service quality, best in-service

experience, best service delivery, best service advisor

experience, most user-friendly service and best service initiation

experience.

92% of Maruti Suzuki owners feel that work gets done right the

first time during service. The J.D. Power CSI study 2004 also

reveals that 97% of Maruti Suzuki owners would probably

recommend the same make of vehicle.

One Stop 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 Suzuki’s worldwide

leadership in compact car technology. A technology that has fine-

tuned the art of maximizing the minimum of providing compact

cars with sufficient interior space, performing and durability.

This is an expression of phenomenon engineer strength that has

taken the lead in designing an entirely new category of

worldwide.

HIGH VALUE AND LOW MAINTENANCE:

All Maruti cars are packed with value added features. They

are engineered to give maximum fuel efficiency, and require very

little maintenance, so what you get a superior quality at the right

price.

RELIABLE QUALITY:

With growing customer base of over 2 million people it goes

without saying that Maruti synonymous with reliability. It is also

a car company that constantly upgrades its product to with your

changing needs, with the changing times.

Maruti’s quality policy revolves around:

ISO

Kaizen

The approach to quality at Maruti is in tune with Japanese

practice. “Build it into the product”

In 1993, Maruti passed the conformity of production (COP)

Audit, conducted by A V Belgium.

In May 1995 obtained ISO 9002 certification the only one in

India and the fourth Asian car manufacturer to receive this

certification.

ISO 9002 includes the quality assurance introduction,

installation, marketing and sales as well as after sales

service.

Kaizen is a series of small improvements on a continuous

basis requiring negligible investments.

Employees are encouraged to make suggestions and this

activity has led to cost savings of Rs.785 million last year.

Quality circles are formed to collectively generate

suggestions for improvements.

NETWORK:

Maruti has transformed the concept of after sales sales

service I the Indian automobile industry. We are committed to

making sure that our relationship with the customer does not end

with the purchase of the vehicle. Maruti has built up an extensive

network of showrooms, dealers workshops and authorized service

stations to ensure that no matter where you go, you are never far

away from a Maruti authorized station.

Maruti has believed that quality and productivity are not merely

functions processing the best equipment our partners, Suzuki

agree with us that an effective transfer of manufacturing

technology cannot consist merely of drawings computer print

outs or sending senior management members to Japan.

Accordingly, we have concentrated on training and

motivating the people who operate and maintain this equipment

ours services supervisors and engineers are send to Japan on a

continuous basis for a six month period. Till date over 20% of our

employees out of a total strength of 4975 have benefited form this

agreement. As a result, the transfer of technology form Suzuki

has been an smooth process. By February 1990 itself, a local

contained of above 90% was reached from the Maruti 800.

ABOUT DEALERS:

Maruti believes that its relationship with the customer

doesn’t end with the purchase of a car, from its inception. Maruti

was committed to providing an excellent network that would

facilitate consumer vehicle, accessing spare parts, and getting

their vehitrategic alliance since the 1980’s and has recently

increased its equity stake in Suzuki to 20%. Suzuki has launched

cars like the Vitara, WagonR Wide, carry and other such models,

which have further contributed to Suzuki’s image as one of the

most imaginative designers for functional compact vehicles. The

company has seen cumulative sales overseas in excess of 10

million cars. Suzuki Motor Corporation ells its product in 170

countries. For a concise yet comprehensive look.

COMPREHENSIVE LOOK:

At what Maruti has meant Indian automobile company that can

promise its customer a wide range of cars to suit a host of

different lifestyles.

MISSION AND VISION:

Today, Maruti is India’s largest Automobile Company. This fact

was achieved by the missionary zeal of our employees across the

lime and the farsighted vision for our management.

THE COMPANY MISSION

To provide a wide range of modern high quality of fuel-

efficient vehicles in order to meet the need of different

customer’s both I domestic and export markets.

THE COMPANY VISION:

We must be an internationally competitive company in

terms of our products and services.

We must retain our leadership in India and should also

aspire to be among the global players.

Focus On:

Buildings continuously improving organization

adaptable to quick changes.

Providing value and satisfaction it the customer.

Aligning and fully involving all our employees,

suppliers and dealers to face competition.

Maximizing shareholders value.

Being a responsible corporate citizen.

COMMINMENT TO SOCIETY:

Launched omni Cabs with CNG, launches free pollution control

drives. Promotes safety on the roads thorough ads issued in

public interest. Interceptor vehicles have been sponsored along

with equipment it the Traffic department, Is responsible for

promotion of employment has tied up with over 350 domestic

vendors IDTR-A unique concept.

CARE FOR THE ADVANTAGE:

Engine exhaust system designed to minimize emission.

Recyclable material has been used for most metal body parts

including the dashboard, bumper, front grill side molding &

trims.

Asbestos- free materials have been adopted for the brake pads.

THE MARUTI ADVANTAGE:

Japanese Technology.

Suzuki world leader in compact car segment.

India’s largest auto company.

India’s largest sales service and support network.

35,000+ trained service personnel.

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

Product range-every need and every budget. Value for

money.

Each one of you.

FINANCE OPTION:

Finance for vehicles

1995 – Maruti countrywide set up by the association of GE

capital, the worlds sargest non – banking financial services,

HDFC and MUL.

Logo comprises three rings, which denotes the case of

these 3 giants.

Shares the cultures of its parents.

Setup with the objectives of offering innovative finance

schemes.

MCW operational in over 22 locations across the country.

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

SCHEMES

Margin money product: 85% of asset financed for a period of

1-5 years, Repayment by post dated cheques (EMI’s).

Advance EMI product: 100% of the asset with a number of

EMI’s taken in advance.

Security deposit is taken from the customer and the full

value of assets in found. At the end of five years the

security deposit with interest is refunded tithe customers.

Green channel: individuals with select credit cards are

given loans without asking for income documents.

Easy access: Where the amount of EMI increases with the

disposable income of the customer.

Citicorp Maruti: Joint bonds with city banks to help finance

not only but also second hand cars too. The first to finance

second hand cars.

Benefits:

1. Widest range of flexible financing options.

2. Attractive interest rates without hidden cost.

3. Flexible repayment loans.

4. Quick and hassle free loans.

FOCUS AREAS:

Customer Satisfaction: “Measured through CSI done internally

and by JD Power”.

MILE STONES:

2007

In this year launched SX4 (1586 cc) innovative product.

And GRAND VITARA (1995 cc).

2006

In this year re launched Swift Car.

Swift becomes bestselling Car. And it got best car of the

year.

2005

The fiftieth lakh car rolls out in April, 2005

2004

New (non A/C) variant of Alto

Alto becomes India’s new bestselling car Versa 5-seater,

a new variant

Baleno LXi, a new variant

Maruti closed the financial year 2003-04 with an annual sale

of 472122 units, the highest ever since the company began

operations 20 years ago.

2003

New Suzuki Grand Vitara XL-7

Redesigned and all-new 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, India’s 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, India’s 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), India’s first contemporary sedan

1988

Installed capacity increased to 100,000 units

1987

Exported first lot of 500 cars to Hungary

1986

Maruti 800 (New Model-796cc, hatchback Car)

Produced 100,000 vehicles (cumulative production)

1985

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

1984

Omni, a 796cc MUV

Installed capacity reached 40,000 units

1983

Maruti 800, a 796cc hatchback, India’s first affordable

car.

Production was started under JVA

1982

License and JV agreement signed between Maruti Udyog

Ltd. And AMC of Japan

1981

Maruti Udyog Ltd. Was incorporated under the

provisions of the Indian Companies Act, 1956.

PRODUCT PROFILE

PRODUCT PROFILE

Maruti has brought to this country fuel efficient car in all

segments, i.e., small cars, mid-size cars, luxury cars and multi

utility vehicles.

The various products of Maruti cars are:

Maruti Maruti : : GRAND VITARAGRAND VITARA

A car that adventures the sports at a stretch

Overall length, width and height (mm)-4470,1810,1695

Fuel tank 66lts, 4-cylinder in-line, turbo charged &

Accelerator control is Drive by wire

16-value multi point fuel injection engine

SSBS(sure stop breaking system)

5-speed gear box, VIS(variable induction system)

Brakes: Front Disc, suspension, Anti-lock braking system

Dual front airbags

Environment friendly dual AC & Personalized AC vents

for 2nd &3rd row seats

Electric adjustable outside mirrors

MARUTI SX4: This is the bestselling car. It has the caption

over Performance, Styling, Technology, Safety and Luxury.

Maruti SX4

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

4 cylinder, in-line, 16v DOHC

SEFI fuel system

Kerb weight 1200 kg

5-speed gear box

Turning radius 5.3 m

Independent suspension with gas filled McPherson

struts suspension & anti-roll bar

Brakes- Ventilated discs

Twin jewel effect headlamps

Air conditioning with cabin air re-circulation facility

Child safety rear door locks

50L fuel capacity

MARUTI ESTEEM: A family car with different look. The

caption is welcome to the BIG world

NEW Maruti Esteem

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

4 cylinder in-line, 16-v DOHC

40 L fuel tank capacity

SEFI fuel system

Engine control is Electronic control module(ECM)

5-speed manual gear box

McPherson struts suspension

Tubeless tyres

Luxurious ‘avocado’ interiors-two tone: grey and beige

Engine type is petrol engine, 4 stroke cycle, all

aluminium water cooled SOHC

Laden weight is 1315 kg

Headlamps on warning: in case you forget to switch it

off

Day / night inside rear view mirror

MARUTI WAGONR: A car for smarter race.

Maruti NEW WAGONR CHANGE TO A POSITIVE OUT LOOK

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

4 Cylinder in line, FC Engine, 8-V SOHC,

Electronic Power Steering(EPS)

Maximum torque Nm is 84@3500 rpm

5-Speed gear box, Manual (Lx, Lxi, Vxi)

Sporty body colored bumpers

Day-night inside rear view mirror

Internally adjustable outside mirrors

35L fuel capacity

Sporty bumper with fog lamps

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

HEARTS".

Maruti SWIFT

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

4-cylinder, 16-valves, in this petrol & diesel available

5-Speed manual

Maximum torque 113Nm@4500rpm in petrol,190Nm@2000rpm

in diesel

Fuel type/system: Gas engine/Sequential electronic fuel

injected

Brakes rear-drums, in front ventilated discs

Fuel tank capacity 43litres

Maximum speed 160 kmph

Engine capacity in petrol 1298cc, in diesel 1248cc

Steering in Rack & pinion, power assisted.

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

Maruti ZEN ESTILO

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

4-Cylinder, engine capacity 1061cc

5 speed manual

Maximum torque (Nm/rpm) 84/3500

Fuel tank capacity 35lt

Front brake ventilated disc, rear brake drum

Electronic power steering system (EPS)

Gross vehicle weight 1275 kg

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

Maruti New ALTO let’s go

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

3-cylinder, engine control 32 bit computer

Engine type FC engine, 4 valves per cylinder MPFI

Swept volume 796cc

Maximum power 47 bhp@6200 rpm

Maximum torque 62 Nm@3000 rpm

Seating capacity 5 persons

5 speed, all synchromesh, manual

Gross vehicle weight is 1165 kg

MARUTI OMNI: THE ECO RIDE Omni LPG

Maruti Omni LPG

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

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

Power transmission 4 forward, all synchromesh, 1 reverse

Brakes system front disc (Booster Assisted), rear drum

Maximum power(LPG model) 27 bhp@4500 rpm

Maximum power (Petrol model) 30 bhp@5000 rpm

Maximum torque 5.1 kgm@2250 rpm

Suspension front Mc person strut, rear leaf spring with shock

Absorbers, shock absorbers telescopic, double action

Engine capacity 796cc

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

Maruti 800 change your life

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

Fuel tank capacity 28 liters

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

Steering rack & pinion

Suspension front McPherson strut & coil spring

Rear coil spring with gas filled shock absorbers

Brakes front disc, rear drum

Laden weight 1000 kg

Maximum torque 59 Nm @ 2500 rpm

Engine capacity 796cc

CHAPTER 5DATA

ANALYSIS&

INTERPRETATION

RESEARCH METHODOLOGY AND RESEARCH DESIGN:

Research Design

Sample Design : Descriptive Research

Type of universe : Consumer

Sampling unit : Hyderabad

Size of the sample : 100

Type of sampling : Simple random

sampling

Type of question : Open-ended and Close-

ended

Type of questionnaire : Structure disguised

Type of scaling : Nominal, Ordinal,

Interval scale

SOURCE OF DATA:

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

data was obtained from individual respondent.

(b) Secondary Source: The use of secondary data is made

in knowing the industry trends and market share of

individual company.

COMMUNICATION / RESEARCH APPROACH:

Data was collected from primary sources. The instrument

used for this purpose was a structured questionnaire, which was

formatted in such a way that it was clear and easy for the

respondents to understand and it had optimum number of

questions. The questionnaire method was chosen for this

research because collection of behavioral data was the key

objective of this research.

BRANDS OF MARUTI CARS OWNED BY RESPONDENTS

TABLE NO.1

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

Brands of maruti

0

5

10

15

20

25

30

Maruti800

Omni Zen Alto WagonR

Swift Versa

Brands

No

. o

f re

spo

nd

ents

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

11%

23%

19%

47%

Magazines

New spapers

Television ads

Friends

Interpretation

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

SPECIAL FEATURES THAT ATTRACTED A BUYER

TABLE NO :3

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

29

41

8

22

29

41

8

22

0

5

10

15

20

25

30

35

40

45

Brand Price Promotions Service

Interpretation

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

FEATURES PREFFERED BEFORE BUYING CAR

TABLE :4

Particulars No of respondents PercentagePower 9 9

Fuel efficiency 53 53Safety 22 22

Style 16 16Total 100 100

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

FEEL WHILE DRIVING MARUTI

TABLE NO:5

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

9%

53%

22%

16%Power

Fuel Efficiency

Safety

Style

20

68

11

10

10

20

30

40

50

60

70

Morecomfortable

Comfortable Lesscomfortable

Uncomfortable

No.of Respondents

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

OVER ALL PERFORMANCE OF THE CARS

TABLE NO:6

Particulars No of respondents PercentageExcellent 17 17

Good 59 59Average 24 24

Bad 0 0Worst 0 0Total 100 100

0

10

20

30

40

50

60

Excellent Good Average Bad Worst

NO.OF RESPONDENTS

NO.OF RESPONDENTS

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

COST OF CAR WITH OTHER SEGMENT CARS TABLE NO. 7

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

cost of car with other segment cars

Expensive 4%

Moderate 43%Economical 53%

Expensive

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

rank for the mileage

0

10

20

30

40

50

60

Very good Good Average Bad worst

Very good Good Average Bad worst

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

INFORMATION ABOUT SERVICE OFFERED BY COMPANY TIME TO TIME

TABLE NO. 9

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

No. Of Respondents

Yes 85%

No 15%

Yes No

Interpretation:

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

ASE THE NUMBER OF SERVICES OFFERED BY THE COMPANY

TABLE NO. 10

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

No. of Respondents

80%

6%

14%

Yes No Can’t say

Interpretation:

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

TOOL SUITABLE FOR PROMOTION

TABLE NO. 11

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

No. of Respondents

05

101520253035404550

Advertising Salespromotion

tool

Personalselling

Any other

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

Total 100 100

0

10

20

30

40

50

60

Father Mother Son Daughter

No. of Respondents

Father

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

No. of Respondents

36%

30%

19%

15%

Polite

Kind and soft

Knowledgeable

Excellent support

Interpretation:

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

CHAPTER 6

FINDINGS&

SUGGESTIONS

FINDINGS

The sales consultants were polite and courteous with the

customers, and answer all the queries.

Information regarding price list etc is readily available at

the showroom.

Majority of customers says that the sales consultants are

knowledgeable and they able to answers the queries.

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

there vehicles at clean & good conditions.

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

thanks from this dealer.

The majority of the customers experience regarding dealer

was good & excellent.

Majority of the customers would like to recommend Maruti

varun dealer definitely to there friends & associates.

Customers who had purchased vehicles from this dealer

would like to visit the same showroom in case of

purchasing another Maruti car.

Almost every customer felt that they gain some advantage

in buying the vehicle from Marutisuzuki agencies.

Majority of the customers are highly satisfy with overall

performance of cars & still minor changes can be brought

in the car.

The customers are satisfied with the available colors.

Most of the customers are satisfied with the prices charged

by Maruti Suzuki varun Pvt Ltd agency.

Customer’s satisfaction towards organisation is to build

long term relation & strong value in them. The organisation

has been successful in satisfying individual needs of

customers.

RECOMMENDATIONS

The company should work towards building customers

lifetime value enhances customer relationship.

Placing knowledge and technical sales people who are able

to provide complete information to the customers their

enquiry would be of greater advantage to the company.

The firm should work towards proper value delivery

network where customers get value for his product.

Attention should be paid on addressing all the small and

minute problems and queries in the customer care division.

Customers feel that the customer care division should

involve more “Personnel and Human touch”

Sunday car servicing would be an added advantage to

official people and it will be very convenient for every

customer.

The firm should work towards bridging the gap

between the customer’s expectations before

purchase and customers satisfaction after the usage of the

product.

CHAPTER 7CONCLUSION

CONCLUSION

Based on study conducted on customer

satisfaction it has been concluded that in order to improve the

satisfaction level, a company has to come up with different

models and creative technique. Hence, it has been further

concluded that to satisfy customer dealers plays a vital role in

providing accurate services by reaching there expectations and

by maintaining good relations with the customer which satisfies

there needs and wants.

QUESTIONNAIRE

MITHRA AGENCY

NAME:-…………………………………..

ADDRESS:-……………………………..

PHONE:-……………... e-mail……………………….

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

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

( ) magazines ( ) newspapers

( ) TV ads ( ) friends ( ) any others

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

all other

Brand’s? Please rank…

( ) brand ( ) price

( ) promotion ( ) services

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

( ) power ( ) fuel efficiency

( ) safety ( ) style

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

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

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

to others?

( ) excellent ( ) good ( ) average

( ) bad ( ) worst

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

Segment of cars?

( ) expensive ( ) moderate ( ) economical

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

( ) very good ( ) good ( ) average

( ) bad ( ) very bad

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

Company? From time to time?

( ) yes ( ) no

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

( ) yes ( ) no ( ) can’t say

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

( ) advertising ( ) sales promotion tool

( ) personal selling ( ) any others

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

( ) father ( ) mother

( ) son ( ) daughter

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

( ) polite ( ) kind and soft

( ) knowledgeable ( ) excellent support

(14) Any suggestions to improve companies’ image

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

BIBLIOGRAPHY

BIBLIOGRAPHY

TEXT BOOKS

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

Prentice hall of India

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

(9th edition) Prentice hall of India

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

edition) Himalaya publishing house

WEBSITES

www.researchmarkets.com

www.carwale.com www.maruti.com

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

www.marutisuzuki.com www.marutiudyog.com