PREFACE

As a Student of B.B.A. (Hons.) 16th Batch, the survey on

customer satisfaction on Maruti has been provide to me by my

department, under the guidance of Miss. Pragya Bhargav.

I conducted this work in Sagar City. It presents synoptic

review the research methodology. Objective, limitations and

suggestions regarding the existing product. A field survey was

conducted with the help of questionnaire and personal interview in

Sagar City.

The main aim of this survey is to know about the level of

constomer satisfaction regarding Maruti in Sagar City. it also

includes product utility. People behavior, Satisfaction, imagination,

company policies and customer problems.

This Survey is made to answer the expose above motioned

topies through statistical representation, pie diagram and graphs.

(KHUSHBOO GUPTA) B.B.A IInd Semester

16TH BATCH

ACKNOWLEDGEMENT

I would like to whole hearty thank and express my sincere gratitude to Prof. Y.S. Thakur Head of the Department of Faculty of Management Studies Dr. Hari Singh Gour Vishwavidyalaya, Sagar for suggesting me this problem and for giving an insight in delaing with the subject.I am highly obliged to Miss Pragya Bhargav, Miss Shakuntala Yadav Lecturer, Miss Mayuri Jain, Mr. Shri Bagwat, Miss. Priyanka Jhakariya, Miss Devagya Shrivastava, Mrs. Jyoti Pandey, Mr. Ankur Randheliya Mr. Girbal singh Lodhi, and All Faculty member, for guiding me in various aspects of this project like conducting field work and designing questionnaire and suggesting me the Project Work and helping me in finalising the Report. I express my gratitude to all the customers who very kindly discussed various aspects of this study and provided useful suggestions for discussing various problems.

Lastly, I Must express my gratitude to all the elders of the family and citizen of the city who blessed me in course of discussion. I also extend my sincere thanks to my family and my friends for their encouragement and support.

(KHUSHBOO GUPTA)

B.B.A IInd Semester

DELCLARATION BY THE CANDIDATE

Date :

I declare that the project report titled " MARUTI" on

Market Segmentation is nay own work conducted under

the supervision of Miss Pragya Bhargav Department of

Business Management Dr. Hari Singh Gour Central

Uniersity Sagar To the best of my knowledge the report

does not contain any work , which has been submitted for

the award of any degree , anywhere.

(KHUSHBOO GUPTA) B.B.A II Semester

CERTIFICATE

The project report titled "MARUTI" been

prepared by MR. KHUSHBOO GUPTA BBA IInd

Semester , IInd Batch under the guidance and supervision

of Miss Pragya Bhargav for the partial fulfillment of

the Degree of B.B.A.

Signature of the

Signature of the

Signature of the

Supervisor Head of the Department

Examiner

INTRODUCTION

MARUTI UDYPG LIMITED

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 the Indian automobile industry.

Today, Maruti is India's largest automobile company. This feat was

achieved by the missionary zeal of our employees across the line

and the far-sighted vision of our management.

The Company Mission:

To provide a wide range of modern, high quality fuel efficient

vehicles in order to meet the need of different customers, both in

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.

Core Value

Customer Obsession

Fast, Flexible and First Mover

Innovation and Creativity

Networking and Partnership

Openness and Learning

Vision

The leader in the India Automobile Industry, Creating Customer

Delight and Shareholder’s Wealth; A pride of India”

Production Milestones

1st vehicle 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

20,00,000 vehicles produced by October, 1997

30,00,000 vehicles produced by June, 2000

40,00,000 vehicles produced by April, 2003

55,00,000 vehicles produced by April 2006

75,00,000 vehicles produced by April 2009

85,00,000 vehicles produced by April 2010

MILESTONES

2005 The fiftieth lakh car rolls out in April, 2005

Growth in overall sales by 15.8%

2004 New (non A/C) variant of Alto

Alto becomes India's new best selling car

LPG variant of 'Omni Cargo'

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 Zen

New upgraded WagonR

Enters into partnership with State Bank of India

Production of 4 millionth vehicle. Listed on BSE and NSE after a public issue oversubscribed 10 times

2002 WagonR 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 first colour-coordinated car

Maruti True value in Mumbai

Maruti Finance in Mumbai with 10 finance companies

Suzuki Motor Corporation (SMC) increases its stake in Maruti to 54.2 percent

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

WHY MARUTI SUZUKI

The Quality Advantage

A car is an engineering product, only as good as the

technology used to make it. Actual users of our technology are

saying something very clearly Maruti Suzuki is No.1 in quality:

Maruti Suzuki owners experience fewer problems with their

vehicles than any other can 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.

In May 1995, Maruti got ISO 9002 certification. The audit for

this covered quality assurance in production, installation,

marketing and sales as well as after sales services. We were also

one of the first companies in the world to pioneer ISO 9000

certification for our dealers.

In October 1993, MUL passed the Conformity Of Production

(COP) Audit, which is based on a European Union Directive.

This authenticated our quality systems and testing facilities for

export to Europe.

TARGET MARKETING

Target Marketing involves breaking a market into segments and then concentrating your marketing efforts on one or a few key segments.

The beauty of target marketing is that it makes the promotion, pricing and distribution of your products and/or services easier and more cost-effective. Target marketing is the selection of customers you wish to service. The decisions involved in it are

Which segments to target How many products to offer

Which products to offer in which segments

There are three steps to targeting:

Market segmentation Target choice

Product positioning

One of the first things you need to do is to refine your product or service so that you are NOT trying to be 'all things to all people’.

Next, you need to understand that people purchase products or services for three basic reasons:

To satisfy basic needs. To solve problems. To make themselves feel good.

The next step in creating an effective marketing strategy is to zero

in on your target market.

Target marketing is one of corporate America's most effective business strategies. The idea is to increase sales by first identifying, and then targeting smaller, yet more profitable customer groups within the total market.

Four Ways to Identify Target Markets

1. Geographic: The location, size of the area, density, and climate zone of your customers.

2. Demographics: The age, gender, income, family composition and size, occupation, and education of your customers.

3. Psychographics: The general personality, behavior, life-style, rate of use, repetition of need, benefits sought, and loyalty characteristics of your customers.

4. Behaviors: The needs they seek to fulfill, the level of knowledge, information sources, attitude, use or response to a product of your customers.

One of the best ways to identify your target market is to look at your existing customer base. Who are your ideal clients? What do they have in common? If you do not have an existing customer base, or if you are targeting a completely new audience, speculate on who they might be, based on their needs and the benefits they will receive. Investigate competitors or similar businesses in other markets to gain insight.

PRODUCTWagon R

SPECIFICATIONS DIMENSIONS IN MM

Length 3520Width 1490 (VXi), 1475 (LX, Lxi)Height 1660 (without roof rail), 1690 (with roof rail)Wheelbase 2360Front Track 1295Rear Track 1290Min. Ground clearance 165

WEIGHT IN KGKerb Weight 825 (LX, Lxi), 850 (VXi), 840 (AX)Gross Vehicle Weight 1250 (LX, Lxi, VXi)

CAPACITY

Seating Capacity 5 personsFuel Tank Capacity 35 litres

ENGINE Swept Volume 1061 ccEngine Type 4 cylinder in line, FC Engine

4 Valves per cylinder, MRFIEngine Control 32-Bit Electronic Control Module (ECM)Max. Power, bhp 64@6200rpmMax. Torque, Nm 84@3500rpm

MARUTI 800

SPECIFICATIONSDIMENSIONS

Overall length 3335 mmOverall width 1440 mmOverall height 1405 mmWheelbase 2175 mmMinimum turning radius 4.4 mGround clearance 170 mmSeating capacity 4 persons

WEIGHTUnladen weight 655 kg (AC BS I), 640 kg (Std. BS I),

665 kg (AC BS II & AC BS III),650 kg (Std. BS II & Std. BS III)

Laden weight 1000 kgENGINE

Type 4 stroke cycle, water cooled SOHC (1C2V)Number of cylinders 3Piston displacement 796 ccMaximum output (Std., AC)

37 bhp at 5000 rpm

Maximum torque (Std., AC)

59 Nm at 2500 rpm

POWER TRANSMISSIONStd., AC 4 forward, all synchromesh

1 reverseSTEERING

Steering Rack & pinionSUSPENSION

Front McPherson strut & coil springRear Coil spring with gas filled shock absorbers

BRAKESFront DiscRear Drum

TYRESTyre size Radial 145 / 70 R-12

CAPACITYFuel tank capacity 30 liters (BSI), 28 liters (BS II & BS III)

NEW ALTO

SPECIFICATION WEIGHTKerb weight ALTO 725 kg

ALTO LX/ALTO Lxi 740 kg Gross vehicle weight 1165 kg ENGINE Swept volume 796cc Engine type FC engine, 4 valves

Per cylinder MPFI No. of cylinders 3 Engine control 32 bit computer Maximum power 47 bhp @ 6200 rpm Maximum torque 62 Nm @ 3000 rpm Transmission 5 speed, all synchromesh,

manualSUSPENSION SYSTEM Front McPherson Strut with torsion

type anti-roll barRear Coil spring with double action

telescopic shock absorbers

Seating Capacity

5 persons

Tyre size 145 / 80 R12 Overall length 3495 mm Overall width 1495 mm Overall height 1460 mm Wheelbase 2360 mm Tread Front 1290 mm Minimum turning radius 4.6 m

Ground clearance 160 mm PRICES OF MARUTI PRODUCTS

Car market leader Maruti Udyog Limited has announced a marginal

increase in price of certain models. The increase, which comes into

effect from today, varies from 0.17 percent to 1.47 percent.

The price increase is due to rise in input costs and freight

costs, which increased following the rise in oil prices. In

this phase, the company has decided to pass on only a part

of the increase in costs to the customers. There is no

change in the prices of Swift, Zen, Baleno (Vxi) and

WagonR (Petrol).

Ex-Showroom Prices in Delhi (in Rs)     

Model New Old IncreaseChang

e %

M800 Std 191646 191146 500 0.26%

M800 Std Ac 213062 212562 500 0.24%

Alto Std 231585 231085 500 0.22%

Alto Lx 265262 264762 500 0.19%

Alto Lxi 283878 283378 500 0.18%

Omni Cargo LPG 194725 192725 2000 1.04%

Omni Cargo 213706 213206 500 0.23%

Omni (Eight Seater) 221268 220768 500 0.23%

Omni LPG 230388 227388 3000 1.32%

Esteem Lx 445968 444968 1000 0.22%

Esteem Lxi 476223 475223 1000 0.21%

Esteem Vxi 511520 510520 1000 0.20%

Baleno Lxi 576173 575173 1000 0.17%

Versa Dx 433575 432575 1000 0.23%

Versa Dx2 471779 470779 1000 0.21%

Versa Std 360182 359182 1000 0.28%

WagonR Lx LPG 345106 340106 5000 1.47%

WagonR Lxi LPG 373160 368160 5000 1.36%

MARUTI ALL INDIA SALES – 3 YR TREND

Segment 2003-04 Growth 2004-05 Growth

2005-06 Growth

A1 (Mini - Hatchback) 167,561 17% 116,262 -31% 89,223 -23%

A2 (Compact -

Hatchback)

176,132 47% 271,280 54% 335,136 24%

A3 (Mid Size) 14,173 28% 29,637 109% 31,939 8%

A4/A5/A6

(Exec./Prem./Luxury)

NA NA NA NA NA NA

C (Van Type) 59,526 15% 65,019 9% 66,366 2%

Passenger Cars - MUL 417,392 28% 482,198 16% 522,664 8%

Passenger Cars - Total

Industry

758,123 26% 885,029 17% 948,669 7%

MUV (Utility Vehicles) 3,555 12% 5,204 46% 4,374 -16%

Passenger Vehicles - MUL 420,947 28% 487,402 16% 527,038 8%

Passenger Vehicles -

Total Industry

901,150 24% 1,050,2

46

17% 1,129,3

16

8%

MARKET SHARE

COMPETITION MODELS

SEGMENT Maruti Competition

A1 (Mini - Hatchback)

M800  

A2 (Compact - Hatchback)

Zen, WagonR, Alto, Swift

Hyundai - Santro & Getz; Tata - Indica & Palio; GM - Corsa Sail

A3 (Mid Size) Esteem, Baleno

Hyundai - Accent; Tata - Indigo & Petra; Honda - City; GM - Corsa, Optra, & Aveo; Ford -

Ikon, Fusion, & Fiesta

A4/A5/A6 (Exec./Prem./Luxury

)

  Hyundai - Elantra & Sonata; Honda - Accord; GM - Vectra;

Ford - Mondeo; Skoda - Octavia & Superb; Toyota - Corolla &

Camry; Daimler Chrysler - C,E, & S Class;

C (Van Type) Omni, Versa  

MUV (Utility Vehicles)

Gypsy, Grand Vitara

Mitsubishi - Pajero; Hyundai - Terracan & Tucson; Ford -

Endeavor; Toyota - Prado & Innova; Nissan - X Trail; Honda - CRV; GM - Forrester & Tavera;

Tata - Sumo & Safari; Mahindra - Jeeps, Scorpio, & Bolero

INDUCTION & SUCCESSION

Transparent Recruitment & Selection process

Recruitment on an All India Basis – no sectoral or region

specific

Recruitment of Best available Talent in the Country

- Engineers – CAMPUS - IITs/RECs/Rorkee/HBTI

- ALL-INDIA TEST

- MBAs – IIMs/XLRI

- CAs - Rank Holders

- Technicians - ITI’s diploma holders after All India Exam

& Apprenticeship In MUL

Lateral Entry for Experienced Professionals

SUCCESSION PLANNING

Potential & Performance

Vacancy - based

TRAINING & DEVELOPMENT

Annual Training Plan - All Levels

Training customised to meet Organisational Objectives

Topics selected based on Vision, Values & Departmental

Feedback of Company-wide Managers

Competency Mapping to identify Individual Training

Needs

Technical Training on latest Technologies abroad at SMC,

Japan

STRONG FUCUS ON TRAINING INITIATIVES

- Build a Learning Organisation

- Continuous Value Additions to Professional Skills

- Customised Training

- Training to the personnel of Business Partners

COMPETITIVE STRENGTHS

MUL believes that they are well positioned to maintain and

enhance their leadership position in the small car segment in India,

while continuing to offer products in most segments of the Indian

market, on account of their competitive strengths, which include

the following:

Expertise in small car technology: As a subsidiary of

Suzuki, they have access to globally respected technology in

the small car segment. They have the advantage of Suzuki’s

expertise in all aspects of small car technology and design,

with respect to their products, their manufacturing processes

and business practices, the development of their supply chain

and the training of their personnel.

Extensive product portfolio: Their diverse product range

includes cars in segments A, B and C, and utility vehicles. They

manufactured five out of the ten models that were sold in the

combined A and B segments in India in fiscal 2002. They are

the only manufacturer of cars in segment A (priced below

Rs.300,000) where they have two models, the Maruti 800 and

the Omni. The Maruti 800 has been the largest selling car in

India for several years, and continued to have the highest

sales volumes of any model, with a market share of 25.3%. The

Omni, a versatile vehicle that can seat more passengers than

the Maruti 800 or be used as an ambulance or cargo vehicle,

had a market share of 10.5% in fiscal 2002. They are also the

only manufacturer to sell three distinct models, the Zen, the

Alto and the Wagon R, in segment B (priced between

Rs.300,000 and Rs.500,000). They believe that their

dominance in segment A and extensive product range in

segment B enables us to offer the customer a wider choice in

the small car segment than any of their competitors. In

addition, the absence of other manufacturers in segments A

gives their dealers greater flexibility in promoting models in

segment B.

Quality products: In November 2001, they were one of the

first automobile manufacturers in the world to receive the ISO

9001:2000 certification. They began to export products in

1988, primarily in order to benchmark our products against

international quality standards. They have exported products

to approximately 70 countries, including countries in Western

Europe. Their products for export are manufactured using the

same assembly line as our products for the domestic market.

Extensive sales and service network: They believe that

they have the largest network of dealers and service centers

amongst car manufacturers in India. As of March 31, 2003, we

had 178 authorized dealers with 243 sales outlets in 161 cities.

They estimate their car parc to be in excess of 3.5 million

vehicles. To service this car parc, at March31, 2003, they had

342 dealer workshops and 1,545 Maruti Authorized Service

Stations, or MASSs, which covered 898 cities in India backed

by Express Service Centers on 30 highways across the country.

In addition to the distribution of their cars, their dealership

network is a critical resource in our efforts to provide

customers with a “one-stop shop” for automobiles and

automobile related products and services such as automobile

finance, automobile insurance, Maruti-certified pre-owned cars

available for purchase, and leasing and fleet management, in

order to promote customer loyalty.

B USINESS S TRATEGY

They intend to continue to focus on the small car segment, while offering products in most segments of the Indian passenger car market. They aim to achieve their principal objectives by pursuing the following business strategies:

Maintain and enhance their product range: They intend to utilize Suzuki’s expertise in small car technology to produce new variants of their existing models and to upgrade their products with contemporary technology and features.

Increase reach and penetration: They plan to continue to utilize their extensive sales and service network to increase the reach, in terms of geographical spread, and penetration, in terms of sales volumes, of their products across India.

Increased availability of automobile finance: They continue to seek opportunities to expand the size of the Indian passenger car market, especially in the small car segment, through facilitating easy availability of automobile finance. To that end, they have recently entered into an agreement with the State Bank of India.

.

Continue to reduce costs to offer more competitive products:

Cost competitiveness has been, and continues to be, central to their strategy as the leading manufacturer in the small car segment to expand the size of the market by offering competitively priced, high quality products. The components of this strategy are:

Higher levels of localization

Vendor participation in cost reduction

Cost reduction on warranties

Reduction in initial investment cost

Reduction in number of vehicle platforms

Achieve further cost reduction through higher productivity

Lower cost of ownership:

Through their business strategies, they seek to reduce the consumer’s cost of ownership of their cars, which comprises the cost of purchase, the cost of fuel and maintenance, including spare parts and repairs, during the life of the vehicle, insurance, and resale value.

N EW BUSINESS INITIATIVES

”.

Atithi Devo Bhava: One-stop shopInspired by the spirit of India. Atithi Devo Bhava, in Sanskirit,

means “a guest is like God”. It captures the Indian tradition of

honouring guests. It's also the inspiration for the welcome you’ll

receive at a Maruti Suzuki dealership, and the caring relationship

they share with those who drive their cars. 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 a single window solution for all your

car related needs.

That's why they have Maruti True Value, the best place to buy

and sell reliable used cars. Maruti Finance an agglomeration of

the biggest finance companies in India brought together by

Maruti Suzuki to ensure that the dream car is within everyone's

reach. Similarly, Maruti Insurance brings together some of the

biggest names in the car insurance industry to provide

insurance solutions to every type of car consumer. Then,

finally, there is N2N, which offers fleet related solutions.

. Complex data governance requirements - Global

automotive enterprises have large, complex information technology ecosystems. While customer information must be shared within this ecosystem in order to fully maximize

global operations, it must also be protected. Proper management of customer information requires a sophisticated capability to manage a variety of access rules and to accommodate legal restrictions that can change very quickly. The trust required for successful collaboration between groups in the automotive enterprise must be built by demonstrating that customer information can be shared while observing these complex requirements.

ANALYSIS

Corporates, don't talk about exceeding customer satisfaction - that's passes - the time has come to `dazzle the customer'. But to do that, first you must get customer relationship management (CRM) in place. In the context of India, this is very crucial as the recent World Economic Forum Report on Global Competitiveness has ranked India 43 out of 49 nations surveyed, on `customer orientation'.

Managing customer relationships is not only complex but is also multi-faceted and thus calls for an inter-disciplinary approach. Particularly, as in the New Economy, the customer has become very demanding and the emphasis needs to be on being consumer-centric. Technology solutions as applied to various front-end functions could aid in building a viable link between the organisations and customers irrespective of geographical separation. This has to be backed with appropriate systems and processes to mine the right type of data by the right function in an organisation.

Besides technology, systems and processes, another important link is human resource, If CRM is the key, HR would be the nerve centre for any CRM activity.

At Maruti Udyog Ltd the first step for a company to enhance value through CRM was to identify its target base. At Maruti, the categories which emerged were:

* Two-wheeler owners;

* Customers taken away from the competition;

* Services sector.

After identifying the target, the next stage was to build on customer relationships. Maruti, therefore, began evaluating the current database of consumers to identify those who wanted Maruti service or better still, wanted to upgrade up the value chain in Maruti products. Third, it began working in tandem with the oil industry to get data feedback on two-wheeler consumers-and identify those ready to move into four-wheeler purchases. Ultimately, CRM is all about value enhancement for the organisation.

CONCLUSION

The price of a car is just one-third of what it cost you over its

lifetime. Running and maintaining it make up the other two-thirds.

Take into account resale value and its real cost becomes clear.

Maruti Suzuki stands for value as much as it stands for

performance. In spite of rising input costs, we try our best to keep

prices down. Their running costs and resale values are unbeatable

too. Nothing matches the delight their cars deliver. In the JD Power

CSI study 2005, 85% of Maruti Suzuki owners stated that they

would definitely recommend the car they drive to someone else.

Infact, you don’t buy a Maruti Suzuki. You invest in it.

TNS Automotive's TCS Study has, since its inception in 2002,

surveyed over 25,000 car buyers and has built a sizeable sample

base. Some of the key findings, indicators and inferences from the

2005 study are:

Maruti Udyog Ltd is one of India 's leading automobile manufacturers and the market leader in the car segment, both in terms of volume of vehicles sold and revenue.

Good Technology

Uniform Pricing

Good Strength

More Coverage Area

Frequent /Regular Product Launch

Market Leader (with 47% share)

Oriented Driven Company

More Product Offering

Healthy Annual Report

Brand Image

Maximum Dealership as compared to other brands

Good Sale Service

Spare parts are cheap as compared to any other brand

BIBLIOGRAPHY

BOOKS :-

Philip Kotler and Koshy Jha, Marketing Management

Naresh K. Malhotra Marketing Research Methodology Fifth Edition 2009

WEBSITES :- www.maruti.com

www. maruti india.com

www. maruti cp.com

www. maruti appliances.com

LIMITATION

TIME CONSUMING

It takes approx 15 days to complete or

finish the project. that effect the study of

student.

COSTLY

In the preparation of project lot of money

Waste

REQUIRED EFFORTS

It take much efforts to complete the project

in searching magazine, news paper and

Internet.

DR. HARI SINGH GOUR UNIVERSITY SAGAR (M.P.)

QUESTIONAIRE

Researcher's Name : Name of Person : _________________

Class : B.B.A. II Sem Age : __________________________

Gender : Occupation : ____________________

Address :

Q.1 Do you know about Maruti ?

a. Yes. b. No.

Q.2. Have you used Maruti ?

a. Yes. b. No.

Q.3 How Often Sales Promotion Schemes are offered on Maruti

a. 6 months – 1 year b., 3-6 months c. less than 3

months.

Q,4. Rate the following factors you consider are important for building brand

Image.a.Price b. Clarity c. Durabilityd. Looks e. Quality

Q 5. What do you look for while purchasing Maruti ? Please rank in order of

importance?

a. Comparative Advantage b. Price

c. Scheme/Discount/Free Gift d. Quality

OBJECTIVES

To study about Maruti & its Products.

To study about consumer preferences in Sagar about Maruti.

To study about consumer satisfaction towards Maruti.

To know effect of advertisement on consumer.

Assessing the impact on purchasing behaviour.

To develop suggestion on Maruti from customers.

To make an analysis of popular Brands.

To collect the information on brand awareness, popularity.

SUGGESTIONS

More test drives should be offered.

Should be more particular about Post Sales Follow

Up as it shows the concern of the company with the

customer.

Should put in more efforts to promote Maruti

Finance , Autocard and Accessories.

Market Research Project

Research Methodology:

The purpose of methodology is to describe the process involved in research work. This includes the overall research design, data collection method, the field survey and the analysis of data.

Research Objective:

To find the satisfaction amongst the customers of Maruti.

Research Design:

Detailed and structured questionnaire was designed.Survey a sample of 100 customers.The methodology developed was Primary and Secondary research.The questionnaire was designed to get information from customers about their satisfaction and overall opinion about Maruti.

Sources of Data:

Primary dataSecondary data

Field of Survey:

The field work for the survey was conducted in Delhi. The exercise involved face to face interview with the customers.

Analysis:

The important factors and data’s collected were sequentially analyzed and graphed.

Limitations of the Study:

The sample size is only 100 so the sample may not be truly representative of the Delhi population.

CONTENTSS.No. TITLE Page No.

(A) Preface (B) Acknowledgement (C) Declaration of the Candidate (D) Certificate CHAPTER – 1

INTRODUCTON HISTORY OBJECTIVE RESEARCH METHDOLOGY MILESSTONES TARGET MARKET PROJECTS PRICES OF MARUTI PRODUCTS

CHAPTER-2 MARUTI ALL INDIA SALE MARKET SHARE COMPETITION MODELS INDUCTION AND SUCCESSION COMPETITIVE STRENGTHS BUSINESS STRATEGIES

CHATPER –3 NEW BUSINESS INITIATIVES ANALYSIS CONCLUSION LIMITATIONS SUGGESTIONS

BIBLIOGRAPHYQUESTIONNAIRE