satyendra maruti report

1. INTRODUCTION TO THE INDUSTRYApproximately 25 of Benz's vehicles were built before 1893, when his first four-wheeler was introduced. They were powered with four-stroke engines of his own design. Emile Roger of France, already producing Benz engines under license, now added the Benz automobile to his line of products. Because France was more open to the early automobiles, more were built and sold in France through Roger than Benz sold in Germany. From 1890 to 1895 Daimler and his assistant, Maybach, either at the Daimler works or in the Hotel Hermann, where they set up shop after falling out with their backers, built about 30 vehicles. Benz and Daimler seem to have been unaware of each other's early work and worked independently.

In 1890, Emile Levassor and Armand Peugeot of France began producing vehicles with Daimler engines, and so laid the foundation of the motor industry in France. George Selden of Rochester, New York, who applied for a patent on an automobile in 1879, supposedly designed the first American car with a gasoline internal combustion engine in 1877. In Britain there had been several attempts to build steam cars with varying degrees of success with Thomas Rickett even attempting a production run in 1860. Santler from Malvern is recognized by the Veteran Car Club of Great Britain as having made the first petrol-powered car in the country in 1894 followed by Frederick William Lanchester in 1895 but these were both one-offs.[The first production vehicles came from the Daimler Motor Company, founded by Harry J. Lawson in 1896, and making their first cars in 1897.

In 1892, Rudolf Diesel got a patent for a "New Rational Combustion Engine". In 1897 he built the first Diesel Engine.HYPERLINK "http://en.wikipedia.org/wiki/Automobile" \l "_note-stein"

In 1895, Selden was granted a United States patent (U.S. Patent 549,160) for a two-stroke automobile engine, which hinderd more than encouraged development of autos in the United States. Steam, electric, and gasoline powered autos competed for decades, with gasoline internal combustion engines achieving dominance in the 1910s.

Every other day a new model of car is being launched in the country, how many times you must have wished to change that old car of yours and buy a hot set of wheels. However as you come back to earth, bitter reality bites you; realization dawns in that you don't have such a big amount of money to invest in a new car. Don't worry as several banks and financial institution have donned the role of new age Santa Claus to make sure that your dream comes true. Today car loans are not only available for brand new cars but they are also available for used cars.

In this section we will try to provide you with an insight into automobile financing so read on. State Bank of India which is one of the largest nationalized banks in the country offers you the following advantages

Longer repayment periods up to 7 years

Low processing

No advance EMI along with the down payment effectively increasing the amount of loan

Interest is calculated on the reducing balance method meaning every time you repay an amount the interest is calculated on the remaining amount and not on the one which is out standing at the beginning of the year.

The company gives a loan which is up to 2.5 times of one's net annual income, with the minimum income cap of the applicant being 75000 rupees per annum. The company sanctions loans for all new cars and for second hand cars which are not more than 5 years old. The bank also provides loans to people who don't have an account with the bank provided they furnish address proof, identity proof and other relevant documents. UTI bank offers loans covering 85% of the cost of the vehicle plus registration and insurance or 20 times the net monthly salary and you can repay the loan with in a maximum period of 5 years or 60 monthly equated installments.

Car Insurance gives the necessary cover if one meets with some unforeseen incident or an accident. Car insurance offers a number of benefits. A no claim bonus is given to the policy holder if no claims are made. It is transferable as it can be used even if one is changing the auto insurance company.

Used car owners shouldn't feel that they are sidelined. Used car insurances help the second hand car owners greatly. Those who can't afford the luxury cars and their high prices are opting for used cars.

The Indian automobile industry is the tenth largest in the world with an annual production of approximately 2 million units. Indian auto industry, promises to become the major automotive industry in the upcoming years and the industry experts are hopeful that it will touch 10 million units mark.

Indian automobile industry is involved in design, development, manufacture, marketing, and sale of motor vehicles. There are a number of global automotive giants that are upbeat about the expansion plans and collaboration with domestic companies to produce automobiles in India.

The major car manufacturers in India are Maruti Udyog, Hyundai Motors India Ltd., General Motors India Pvt. Ltd., Honda Siel Cars India Ltd., Toyota Kirloskar Motor Ltd., Hindustan Motors etc.

The two-wheeler manufacturers in India are Honda Motorcycle & Scooter India (Pvt.) Ltd., TVS, Hero Honda, Yamaha, Bajaj, etc. The heavy motors including buses, trucks, auto rickshaws and multi-utility vehicles are manufactured by Tata-Telco, Eicher Motors, Bajaj, Mahindra and Mahindra, etc.

Quick Facts:

First Indian to own a car in India was Jamshedji Tata.

First woman to drive a car in India was Mrs. Suzanne RD Tata.

The passenger car and motorcycle segment in the Indian auto industry is growing by 8-9 percent.

Commercial vehicle will grow by 5.2 per cent.

The first automobile in India was rolled in 1897 in Bombay.

India is a potential emerging auto market.

Motorcycles contribute 80% of the two-wheeler industry.

Unlike the USA, the Indian passenger vehicle market is dominated by cars (79%).

India is the largest two-wheeler manufacturer in the world.

India's motorcycle segment will grow by 8-9 percent in the coming years. 11. India is the fifth largest commercial vehicle manufacturer in the world. 12. India has the number one global motorcycle manufacturer. 13. In Asia, India is the fourth largest car market.

The new chapter in the automobile industry is that of used cars. The massive demand of used cars indicates that cars are becoming increasingly popular. Those who can't afford the luxury cars and their high prices are opting for used cars. In today's time, customers are conscious and diligently investing on car dealership. Car buyers are investing heavily a lot of time for both to sell a car and buy car. There's also a number of car websites that have offering detailed information on new car prices, used cars, car reviews, Chevrolet cars, jaguar cars and luxury cars.

At present major Indian, European, Korean, Japanese automobile companies are holding significant market shares. In commercial vehicle, Tata Motors dominates over 60% of the Indian commercial vehicle market. Tata Motors is the largest medium and heavy commercial vehicle manufacturer.

Among the two-wheeler segment, including scooters and mopeds- motorcycles have- major share in the market. Hero Honda contributes 50% motorcycles to the market in which Honda holds 46% share in scooter and TVS makes 82% of the mopeds in the country. In the three wheeler industry in India, Piaggio holds 40% of the market share. Bajaj is the leader by making 68% of the three-wheelers.

Car manufacturers in India dominate the passenger vehicle market by 79%. Maruti Suzuki is the largest car producer in India and has 52% share in passenger cars and is a complete monopoly in multi purpose vehicles. In utility vehicles Mahindra holds 42% share. Hyundai and Tata Motors is the second and third car producer in India. Ransom E. Olds.

The large-scale, production-line manufacturing of affordable automobiles was debuted by Ransom Olds at his Oldsmobile factory in 1902. This assembly line concept was then greatly expanded by Henry Ford in the 1910s. Development of automotive technology was rapid, due in part to the hundreds of small manufacturers competing to gain the world's attention. Key developments included electric ignition and the electric self-starter (both by Charles Kettering, for the Cadillac Motor Company in 1910-1911), independent suspension, and four-wheel brakes.

2. INTRODUCTION TO THE ORGANIZATION

Maruti Suzuki 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 earned. Until recently, 18.28% of the company was owned by the Indian government, and 54.2% by Suzuki of Japan. The Indian government held an initial public offering of 25% of the company in June 2003. As of 10 May 2007, Govt. of India sold its complete share to Indian financial institutions. With this, Govt. of India no longer has stake in Maruti Udyog.

Maruti Udyog Limited (MUL) was established in February 1981, though the actual production commenced in 1983 with the Maruti 800, based on the Suzuki Alto kei car which at the time was the only modern car available in India, its' only competitors- the Hindustan Ambassador and Premier Padmini were both around 25 years out of date at that point. Through 2004, Maruti Suzuki has produced over 5 Million vehicles. Maruti Suzuki is sold in India and various several other countries, depending upon export orders. Models similar to Maruti Suzuki (but not manufactured by Maruti Udyog) are sold by Suzuki Motor Corporation and manufactured in Pakistan and other South Asian countries.

The company annually exports more than 300000 cars and has an extremely large domestic market in India selling over 730,000 cars annually. Maruti 800, till 2004, was the India's largest selling compact car ever since it was launched in 1983. More than a million units of this car have been sold worldwide so far. Currently, Maruti Suzuki Alto tops the sales charts and Maruti Suzuki Swift is the largest selling in A2 segment.

Due to the large number of Maruti 800s sold in the Indian market, the term "Maruti" is commonly used to refer to this compact car model. Till recently the term "Maruti", in popular Indian culture, in India Hindu's lord Hanuman is known as "maruti", was associated to the Maruti 800 model.

Maruti Suzuki has been the leader of the Indian car market for over two decades.

Its manufacturing facilities are located at two facilities Gurgaon and Alwar south of Delhi. Maruti Suzukis Gurgaon facility has an installed capacity of 350,000 units per annum. The Alwar facilities, launched in February 2007 comprise a vehicle assembly plant with a capacity of 100,000 units per year and a Diesel Engine plant with an annual capacity of 100,000 engines and transmissions. Alwar and Gurgaon facilities have a combined capability to produce over 700,000 units annually.

More than half the cars sold in India are Maruti Suzuki cars. The company is a subsidiary of Suzuki Motor Corporation, Japan, which owns 54.2 per cent of Maruti Suzuki. The rest is owned by the public and financial institutions. It is listed on the Bombay Stock Exchange and National Stock Exchange in India.

During 2007-08, Maruti Suzuki sold 764,842 cars, of which 53,024 were exported. In all, over six million Maruti Suzuki cars are on Indian roads since the first car was rolled out on 14 December 1983.

Pressure started mounting on Indira and Sanjay Gandhi to share the details of the progress on the Maruti Project. Since country's resources were made available by mother to her son's pet project. A delegation of Indian technocrats was assigned to hunt a collaborator for the project. Initial rounds of discussion were held with the giants of the automobile industry in Japan including Toyota, Nissan and Honda. Suzuki Motor Corporation was at that time a small player in the four wheeler automobile sector and had major share in the two wheeler segment. Suzuki's bid was considered negligible.

In the initial rounds of discussion the giants had their bosses present and in the later rounds related to the technical discussions executives of these automobile giants were present. Osamu Suzuki, Chairman and CEO of the company ensured that he was present in all the rounds of discussion. Osamu in an article writes that it subtly massaged their (Indian delegation) egos and also convinced them about the sincerity of Suzuki's bid. In the initial days Suzuki took all steps to ensure the government about its sincerity on the project. Suzuki in return received a lot of help from the government in such matters as import clearances for manufacturing equipment (against the wishes of the Indian machine tool industry then and its own socialistic ideology), land purchase at government prices for setting up the factory Gurgaon and reduced or removal of excise tariffs. This helped Suzuki conscientiously nurse Maruti Suzuki through its infancy to become one of its flagship ventures.

Maruti Suzuki's A-Star vehicle during its unveiling in Pragati Maidan, Delhi. A-Star, Suzuki's fifth global car model, was designed and is made only in India. Besides being Suzuki's largest subsidiary in terms of car sales, Maruti Suzuki is also Suzuki's leading research and development arm outside Japan

Historical timeline 1909 Suzuki Loom Works founded in Hamamatsu, Shizuoka Prefecture, by Mr. Michio Suzuki.

1920 Reorganized, incorporated, and capitalized at 500,000 yen as Suzuki Loom Manufacturing Co. with Michio Suzuki as president.

1952 'Power Free' motorized bicycle marketed.

1954 Company name changed to Suzuki Motor Co.,Ltd.

1955 Lightweight car Suzuki Suzulight (360cc, 2-stroke) front wheel drive, marketed helping to usher in Japan's light-weight car age.

1961 Suzuki Loom Manufacturing Co. established by separating the loom machine division from the motor works and lightweight truck 'Suzulight Carry' marketed.

1962 Suzuki won the 50cc class championship at the Isle of Man TT 1965 'D55'(5.5hp, 2-stroke) outboard motor marketed and makes early inroads and Fronte 800 marketed.

1967 Thai Suzuki Motor Co., Ltd. established as a local assembly plant. .

1970 LJ-Series 4X4 marketed.

1971 Ts185 Enduro marketed.

1971 GT750 motorcycle marketed.

1973 Suzuki Canada Ltd., opened in Ontario, Canada.

1974 P.T. Suzuki Indonesia Manufacturing established in Jakarta, Indonesia, entry into medical equipment field by marketing the Suzuki Motor Chair Z600 motorized wheelchair, expansion into the housing field initiated with Suzuki Home marketing two models of prefab 'Mini-House' and three types of storage sheds.

1975 Antonio Suzuki Corp., a joint venture for knockdown production and sales, established in Manila, the Philippines.

1976 GS-Series motorcycles marketed.

1977 LJ80 4x4 vehicle marketed and exports of GS1000H motorcycle began.

1979 Alto marketed.

1979 SC100 marketed in the UK. 1981 Business ties with General Motors (U.S.) and Isuzu Motors, Ltd.(Japan) signed.

1982 4X4 production began at PAK Suzuki Motor Co., Ltd. in Karachi, Pakistan and won maker championship for 7th consecutive year at the World Road Race Grand Prix 500.

1982 SC100 Discontinued in favour of Alto.

1983 Enters into a partnership with Maruti Udyog Ltd. to produce cars in India.

1983 Cultus/Swift 1.0-liter passenger car marketed and 4X4 production started at Maruti Udyog Ltd. in New Delhi, India.

1984 Suzuki New Zealand Ltd. established in Wanganui, New Zealand and began export of Chevrolet Sprint to the United States. Car production technical assistance contract signed with China National Aerotechnology Import & Export Beijing Corporation. Operation of Suzuki Motor GmbH Deutschland began in Heppenheim, Germany.

1985 SUZUKI of AMERICA AUTOMOTIVE CORP. established with the introduction of the Samurai, and the GSX-R750 motorcycle with an oil-cooled engine marketed and scooter production started at Avello S.A. of Spain..

1986 American Suzuki Motor Corp. is formed merging U.S. Suzuki Motor Corp and Suzuki of America Automotive Corp.

1987 Cultus/Swift production began in Colombia and total aggregate car exports reached 2 million units.

1988 Escudo/Vitara 4x4 marketed and total aggregate car production reached 10 million units..

1989 CAMI Automotive Inc. established and began operation in Ontario, Canada. Swift GT/GLX and Sidekick sales begin in the United States.

1990 Corporate name changed to Suzuki Motor Corporation.

1991 Car production started in Korea through technical ties with Daewoo Shipbuilding & Heavy Machinery Ltd and Cappuccino 2-seater marketed. 1993 Passenger car production/sales began at Suzuki Egypt S.A.E., opening ceremony for new car production plant held at Magyar Suzuki Corp. in Esztergom, Hungary and Wagon R passenger car marketed.

1994 Maruti Udyog Ltd. of India total aggregate car production reached 1 million units.

1995 Total aggregate motorcycle export reached 20 million units

1996 Start of production in Vietnam (Motorcycles and automobiles)

1997 Achieved 10 million cumulative automobile sales for overseas market and 4-stroke outboard motors win the Innovation Award at The International Marine Trade Exhibit and Conference (IMTEC) in Chicago.

1998 Suzuki and General Motors form strategic alliance and Chongqing Chang'an Suzuki Automobile Co., Ltd. received official approval from the Chinese government for production of passenger cars.

1999 Aggregate motorcycle production reaches 40 million units and Jiangxi Changhe Suzuki Automobile Co., Ltd. receives official approval from the Chinese government for production of commercial vehicles.

2000 The company commemorates the 80th anniversary, aggregate car production at Kosai Plant reaches 10 million units and Suzuki production starts at General Motors de Argentina S.A.

2001 Aggregate Launch of Suzuki Liana/Aerio. worldwide sales of SJ-Series reaches 2 million units, production of Alto reaches 4 million units and Suzuki achieves "Zero-Level" target of landfill waste

2002 Achieved 30 million cumulative automobile sales for worldwide market and America's #1 warranty: 100,000/7-year powertrain limited warranty.

2003 Suzuki is #1 in Kei car sales for the 30th consecutive year and Twin, the first hybrid Kei car in Japan, marketed.

2004 Aggregate domestic automobile sales reach 15 million units.

2007 Swift was awarded the 2006 RJC Car of the Year.

2009 New XL7 is marketed particularly to the North American market; and GM divested, selling 92.36 million shares and reducing their stake to 3%.

2011 Suzuki introduces its first production fuel-injected motocross bike; and GM divested its remaining 3% stake in Suzuki.

2012 Suzuki introduces its first production pickup truck called the Equator. Volkswagen AG and Suzuki reach a common understanding to establish a close long-term strategic partnership

2013 Volkswagen AG completed the purchase of 19.9% of Suzuki's outstanding shares.Maruti Products1. 800 (Launched 1982)

2. Omni (Launched 1984)

3. Gypsy (Launched 1985)

4. WagonR (Launched 2001)

5. Alto (Launched 2000)

6. Swift (Launched 2005)

7. Estilo (Launched 2006)

8. SX4 (Launched 2007)

9. Swift DZire (Launched 2008)

10. A-star (Launched 2008)

11. Ritz (Launched 2009)

12. Eeco (Launched 2010)13. Stingrey (Launched 2013)

Discontinued Car Models1000 (19901994)Zen (19932006)Esteem (19942008)Baleno (19992007)Versa (20012010)Grand Vitara XL7 (20032007)Maruti CervoSpecial Features of Maruti SuzukiMaruti FinanceTo promote its bottom line growth, Maruti Suzuki launched Maruti Finance in January 2002. Prior to the start of this service Maruti Suzuki had started two joint ventures Citicorp Maruti and Maruti Countrywide with Citi Group and GE Countrywide respectively to assist its client in securing loan. Maruti Suzuki tied up with ABN Amro Bank, HDFC Bank, ICICI Limited, Kotak Mahindra, Standard Chartered Bank, and Sundaram to start this venture including its strategic partners in car finance. Again the company entered into a strategic partnership with SBI in March 2003 Since March 2003, Maruti has sold over 12,000 vehicles through SBI-Maruti Finance. SBI-Maruti Finance is currently available in 166 cities across India. Maruti has entered into agreements with several finance institutions to arrange for finance for its customers. Under the program, lucrative financial deals are offered for the customers. The consortium of companies is comprised of State Bank Group, Citicorp Maruti, ICICI Bank, HDFC Bank, Kotak Mahindra, Sundaram Finance, Magma Leasing Ltd, Cholamandalam Finance and Mahindra & Mahindra Finance Services.Features The interest rates offered by Maruti Finance are 0.25% to 0.5% lower than those available in the market across all credit profiles.Maruti Finance offers value added services like extended warranty for the 3rd and 4th years, which can be bundled along with the Maruti Finance loan.Loans for insurance and accessories are built into the EMI's, keeping the whole deal simple and hassle-free.The customer get all his car needs Car, Finance, Accessories, all under the same roof.Citicorp Maruti Finance The joint venture was set up by Maruti with Citibank in May 1998. A wide range of flexible and customised financing options at affordable rates are available to prospective customers for buying a Maruti car.

Maruti Countryside GE Capital, HDFC and Maruti Udyog Limited came together to set up Maruti Countryside in 1995. The entity offers innovative finance schemes for the purchase of Maruti cars.

SBI Maruti Car Loans The country's largest bank and the largest car maker have joined hands to make car finance affordable. The group offers low interest rates and there is no processing fee or hidden costs. Loan is made available on the basis of the car's on-road price, not ex showroom price. The repayment period is upto seven years.Maruti True Value

Maruti True service offered by Maruti Suzuki to its customers. It is a market place for used Maruti Suzuki Vehicles. One can buy, sell or exchange used Maruti Suzuki vehicles with the help of this service in India. As of 2009 there are 315 Maruti True Value outlets. Maruti True Value is India No.1 organized pre-owned car brand .True Value is venture of Indias largest automobiles manufacturer Maruti Suzuki India Ltd.Maruti True Value business expands the family of Maruti customers, providing reassurance to existing Maruti customers about resale of their cars and further emphasizes Maruti s Commitment towards enhancing customer satisfaction by continuous association during the vehicle ownership life cycle.

No one knows your Maruti car better than Maruti - based on this premise, Maruti channelizes its expertise to ensure that transactions in pre owned cars are transparent and fair. Through that, the company endeavors to extend the relationship and emotional connect that it enjoys with the customer.

True Value has transparent and fair evaluation process, which is currently missing in the largely unorganized market for pre-owned cars. Maruti True Value processes and systems ensure that the seller gets the right price and is paid promptly.

Under True Value, the seller has the option to be paid in cash, or get a True Value car in exchange or a brand new Maruti Suzuki car in exchange. True Value category cars bought by Maruti True Value dealers are taken to state-of-the-art workshops.

True Value Category cars are refurbished in state of art workshops using Maruti Genuine Parts and by skilled technicians. These cars are then sold through maruti True Value outlets.

As a mark of confidence, and to provide reassurance to customers, every vehicle bought under Maruti True Value is inspected and certified by Maruti Engineers and the Car carries a one-year warranty and three free services. Convenient finance options are also offered to buyers of Maruti True Value cars. AccessoriesMany of the auto component companies other than Maruti Suzuki started to offer components and accessories that were compatible. This caused a serious threat and loss of revenue to Maruti Suzuki. Maruti Suzuki started a new initiative under the brand name Maruti Genuine Accessories to offer accessories like alloy wheels, body cover, carpets, door visors, fog lamps, stereo systems, seat covers and other car care products. These products are sold through dealer outlets and authorized service stations throughout India. Maruti Genuine Accessories (MGA) is a new initiative to offer you high quality accessories at competitive prices. We follow world Class engineering and design processes to develop each and every item of MGA. Many of these items are imported from Suzuki, Japan. Every MGA item has perfect mechanical and electrical compatibility with the vehicle and offers you unmatched performance.Network at Maruti

Maruti Suzuki India has one of the largest sales and service network in India spanning 454 cities and comprising of 681 dealers. Maruti Suzuki is making its domestic sales network stronger day by day to reach out to its growing number of customers in each and every part of the country. Most of the Maruti dealership all equipped with 3S facilities, which means that sales, service and spares facility are offered under one roof. CHENNAI, Team Maruti, comprising companys top officials, have a job at hand. To target cities and markets where the company has not got its due share, and strengthen its presence.

To achieve that, the company has been encouraging its existing dealers to open new outlets. And it doesnt seem to be a tough job to accomplish considering that MUL had rolled out new initiatives like finance, insurance and True Value (used car business) through its dealers.Our new initiatives and new businesses have started bearing fruit and it (dealership) has turned out to be a much bigger business that merely selling cars, said Jagdish Khattar, MD, Maruti. Several of the companys dealers have invested Rs 4-8 crore on new dealership outlets. And in the next three months, the company expects to add at least 20 more outlets this way. The company targeted nine cities, including Mumbai and Bangalore, to strengthen its presence.

If they are not prospering from the business, they will not be keen to make such huge additional investments, Mr. Khattar pointed out. We are really now focusing on states where we are not getting our due share, he said. The company particularly targeted nine cities, including Mumbai and Bangalore, across the country to strengthen its presence.

In addition, it also resorted to price rationalisation for its models in places like South India. For instance, if the company had brought down the prices of a few of its models last year in south, it has again given a 7% reduction in price over and above the 7% excise duty cut to get better volumes from the South this year.

The results are already there. While the companys B segment cars Zen, Alto and Wagon R grew by 9-10% in the first 11 months of the current fiscal, the growth of these models in the south were much higher at 14% for Zen, 79% for Alto and 55% for Wagon R.

3. RESEARCH METHODOLOGY

3.1Title of the Study: - Consumer Buying Behaviour of Maruti Suzuki Alwar.

3.2 Duration Of the Project:My training in MG MOTORS ALWAR was from 15th May 2013 to 30th Jun 2013. They were approximately 45 working days. 3.3Objectives of the Study Alwar is the most developed town to capture this market and establish themselves as a leader is the prime aim of all the companies so as to have an psychological impact on the people and to have an edge over other four wheeler companies were not doing great business in This region from the very beginning. It was so because the prices of the product were high and the customer were not fully aware of proper advertisement facility, which is key factor in influencing a consumer. Earlier Maruti product was almost enjoying the monopoly market but now Hyundai and TATA entered the market with various promotional schemes and changing the market scenario.

Nowadays with the advent of financial scheme by the commercial Bank and Hire purchase companies, the four-wheeler company has been given new dimension. But with the introduction of new models, the greater market opened up for all the motorcar companies, which ultimately led to a stiff competition between the brands.

Today all the companies namely Hyundai, Toyota, Hyundai, TATA, Skoda, Chevrolet, Ford, Mahindra etc. are trying to grab the market. Maruti is enjoying good reputation in motorcar segment in Alwar market for its after sales service. According to research, Maruti is the largest car manufacture in India.1. To study their satisfaction level of customers of different cars available in Alwar.

2. To study the importance of various attribute which effect the purchasing decision of customers in regard of cars.

3. To study the awareness level of different cars in Alwar.

4. To study the importance of dealer and their influence in marketing/sale for cars in Alwar.

5. To study consumers buying behaviours.

6. To find out the expectation of the existing possessing and prospective customers of the company.

7. To study the impact of media on the customers.

8. To study the satisfaction level of the customers on overall performance and after sale service of their existing cars.

9. To study different promotional scheme they expect for purchasing a new car.

(1) Data Collection: - The data were collected from primary sources. The primary data were collected from the customer both possessing and prospective. Surveying method through personal or direct interviews with the help of questionnaire-designed specification for the purpose did this.

(2) Questionnaire Design:- Primary data was collected through well framed questionnaire. The questionnaire had two parts, one part for possessing customers and other part for prospective customer. Question was framed keeping mind. The various information required as per the objectives. Each question was directed towards getting information regarding Maruti as well as other competitors. The questionnaire contained both open ended and close ended question. Also question with multiple-choice answers, degree of importance scale etc. were included. All effort were made to that the questionnaire was simple and precise and also adequate care was taken about the language, structure and format of questionnaires.3.4 Types Of Research:There are several types of researches, but very few are popular. Those among the popular are:-

Descriptive research

Experimental research

Exploratory research

My research is to be conducted mainly on exploratory study only. In exploratory research, the focus is on the discovery of ideas. An exploratory study is generally based on the secondary data that are readily available. Exploratory research has the goal of formulating problems more precisely, clarifying concepts, gathering explanations, gaining insights and eliminating impractical ideas.

It does not have a formal and rigid design as the researcher may have to change his focus or direction, depending on the availability of news ideas and relationships among variables.

3.5 Sample Size and Method of Selecting Sample: The sample was selected on the basis of simple random sampling. A total 150 customer surveyed where 130 were processing and 20 were prospective customers.The total sample size in segmented under the following zones:Zones:

1. Bhiwadi, Alwar2. kishangarh, Alwar.

3. Alwar.3.6 Scope Of Study: The scope of the project is define by the objective of the study it self. If the study was basically for the fulfillment of its objectives. This means that scope of this project study is restricted to consumers buying behaviors of Maruti cars among the other brand in the market.Scope of this project is also restricted to the area of field survey in Alwar. The study does not include any other area like finance personnel product etc.

3.7 Limitations Of Study: With many points the study of this project suffered from many limitation also, likewise as the sample is low I cannot analyze many respondent, as the survey may also suffer from bais results.4. Introduction to the TopicCONSUMER BUYING BEHAVIOUROur society is a land of diversity. We see diversity at all level exist among consumers, among nation, culture, food and taste among marketers and even among consumers behavior theoretically perspective. However, despite prevailing diversity in our society.

The term consumers behavior refers to the behavior that consumers display in searching for purchasing, using, evaluating a disposing of product and service that they expect will satisfy their needs. To study consumers behavior to spend their available resource to understand and predict behavior in the market place, it also promote understanding of the role that consumption play in the lines of individuals.

Consumer behavior study include the study what they buy, why they buy it, when they buy, where they buy it, how often they buy it and how often they use it. Consumer research takes place at every phases of the consumption process, before the purchase, during the purchase and after the purchase; consumer behavior research goes far beyond these facts of consumer behavior and considered the uses of consumers make of the good they buy and their subsequent evaluation.

Consumer behavior is inter disciplinary, that it is based on concept and theories about people that have been involved by scientist in such diverse disciplines as psychology, sociology, social psychology, cultural anthropology and economics.

Consumer behavior has been an integral part of strategic market planning. The belief that ethics and social responsibility should also be Integral component of every marketing decision is a revised market concept.

The term consumer is often used to describe two different kinds of consuming entitles the personal consumer and the organizational consumers. The personal consumers buys goods and service for his/her own use for the organizational encompasses for profit and nonprofit business, govt. agencies and institution all of which must buy product, equipment and service in order to run their organization.

Introduction to buying motives Consumer or buyer is the central figure of all marketing activities. It is the consumer who determines the growth, prosperity and even existence of a business enterprise. Hence the marketer should always feel the pulse of customers. In order to understand the pulse of the customers, the marketer needs to understand fully the working of buyers mind. It helps him to plan his production and distribution to suit to the needs and convenience of customers .It also helps him to plan suitable marketing strategies. Thus it is very essential for every marketer to know his customers buying motives. Buying motives Motive is a strong feeling, instinct, desire or emotion that makes a person to do something. When a motive makes a person to buy a product, then it becomes a buying motive. Thus buying motive means the influence and considerations which makes a customer to buy a particular product. According to D.J.Duncan, buying motives are those influences or considerations which provide the impulse to buy, induce action or determine choice in the purchase of goods and services. Buying motives are mainly two types, manifest motives and latent motives. Manifest motives are those motives which are known to the customer and also ready to admit them.

Consumer Behavior: Turning to the Web and New C2C ToolsConsumers today have a multitude of sources from which to gather information during the vehicle buying process, but the Internet tops the list. The web has become a standard resource in the shopping process for eight out of 10 consumers when researching car purchases. However, the way they use it is changing. As the web matures, vehicle buyers are visiting fewer sites and focusing more on manufacturer and C2C websites and less on third-party information sites and independent e-tailer sties.

Manufacturer Sites a Key Information Source

Just two years ago, information websites were identified as the number one information source by web users responding to the Cars Online survey (tied with family and friends and manufacturer specific dealer), named by 55% of consumers. This year, they dropped to the number four source, named by 41% of web users. In comparison, manufacturer sites are now the top source for consumers who use the web when researching vehicles, named by 70% of respondents. Two years ago manufacturer sites held the number three position, named by 43% of web users. The use of dealer websites has remained steady, with about half of web users turning to these sites.

Key Factors in Vehicle Choice

When it comes to making their final decision about which vehicle to buy, consumers focus on factors such as reliability, safety, and price and fuel economy. At the bottom of the list are cash-back incentives, named by fewer than half of consumers. The importance of incentives as a deciding factor has declined for the past several years, indicating that consumers today seem less interested in gimmicks when it comes to their car purchases. Where consumers are in the buying cycle can make a difference in how they rank the factors that influence their vehicle choice. For example, additional warranty coverage is important to consumers who are furthest away from the point of purchase; it was named by 69% of respondents who were 13 to 18 months from purchase. However, the number declines as consumers get closer to actually buying the car: 55% of respondents who were within three months of purchase said extra warranty coverage was important. This reflects the fact that consumers will narrow down the factors that really matter to them as they get closer to the point of purchase. Demographic factors such as age and gender accounted for some variances. For example, older consumers tend to put more emphasis on reliability and safety than do younger respondents. Those in the 50-plus age group were also more concerned with environmental issues and fuel economy. The youngest respondents were most likely to rate the ability to research information on the Internet as an important factor in their vehicle decision. Women tend to rate most of the factors as more important than do men. The difference was most pronounced for cash-back incentives, low financing, safety, environmental issues, fuel economy and additional warranty coverage.

CONSUMER BUYING vs. ORGANIZATIONAL BUYINGFinal (or ultimate) consumers purchase for:

personal,

family, or

household use

Organizational consumers purchase for: further production,

usage in operating the organization, and/or

resale to other consumers

The decision processes and acts of final household consumers associated with evaluating, buying, consuming, and discarding products for personal consumption

Consider the purchase an automobile. You generally will not consider different options until some event triggers a need, such as a problem needing potentially expensive repair. Once this need has put you "on the market", you begin to ask your friends for recommendations regarding dealerships and car models. After visiting several dealerships, you test drive several models and finally decide on a particular model. After picking up your new car, you have doubts on the way home, wondering if you can afford the monthly payments, but then begin to wonder if instead you should have purchased a more expensive but potentially more reliable model. Over the next five years, the car has several unexpected breakdowns that lead you to want to purchase a different brand, but you have been very happy with the services of the local dealership and decide to again purchase your next car there.

In this particular case, the following generic model of consumer decision making appears to hold:

=====>need recognition

=====>information search

=====>evaluation of alternatives

=====>purchase decision

=====>post purchase behavior

Now consider the purchase of a quart of orange juice. You purchase this product when you do your grocery shopping once per week. You have a favorite brand of orange juice and usually do your grocery shopping at the same store. When you buy orange juice, you always go to the same place in the store to pick it up, and never notice what other brands are on the shelf or what are the prices of other brands. How is it that the generic model above works differently in this second scenario? Why does it work differently? Why would we generally need the ministrations of a sales person in the sale of a car, but we generally do not need the help of a salesperson in the purchase of orange juice?

How can the marketer of orange juice get a consumer like you to exert more effort into information search or to consider alternative products? How is it that the marketer of your brand got you to ignore alternative competing brands? What is the involvement of salespeople in sales promotions that might be associated with products such as orange juice?

Consumer behavior researchers are not so interested in studying the validity of the above generic model, but are more interested in various factors that influence how such a model might work. GROUP INFLUENCES ON CONSUMER BEHAVIOR

Culturethe set of basic values, beliefs, norms, and associated behaviors that are learned by a member of society

Note that culture is something that is learned and that it has a relatively long lasting effect on the behaviors of an individual. As an example of cultural influences, consider how the salesperson in an appliance store in the U.S. must react to different couples who are considering the purchase of a refrigerator. In some subcultures, the husband will play a dominant role in the purchase decision; in others, the wife will play a more dominant role. Social Class

A group of individuals with similar social rank, based on such factors as occupation, education, and wealth

Reference Groups

Groups, often temporary, that affects a person's values, attitude, or behaviors

E.g., your behaviors around colleagues at work or friends at school are probably different from your behaviors around your parents, no matter your age or stage in the family life cycle. If you were a used car salesperson, how might you respond differently to a nineteen year old prospect accompanied by her boyfriend from one accompanied by two girlfriends?

Opinion leaderA person within a reference group who exerts influence on others because of special skills, knowledge, personality, etc.

You might ask the webmaster at work for an opinion about a particular software application. Software manufacturers often give away free beta copies of software to potential opinion leaders with the hope that they will in turn influence many others to purchase the product.

FamilyA group of people related by blood, marriage, or other socially approved relationship ENVIRONMENTAL / SITUATIONAL INFLUENCES ON CONSUMER BEHAVIORCircumstances, time, location, etc.

Do you like grapes? Do you like peas?

You might like grapes as a snack after lunch, but probably not as a dessert after a fancy meal in a restaurant. You might like peas, but probably not as a topping on your pancakes. Everyday situations cause an interaction between various factors which influence our behaviors. If you work for tips (a form of incentive related to commission) as a waiter or waitress, you must certainly be aware of such interactions which can increase or decrease your sales.

If you are doing your Saturday grocery shopping and are looking for orange juice, you are probably much more sensitive to price than if you stop at the quick store late at night, when you are tired and cranky, after a late meeting at the office. A prospect shopping for a new automobile while debating the wisdom of a necessary expensive repair to his car might be more interested in what cars are on the lot than in shopping for the best deal that might involve a special order.

INTERNAL INFLUENCES ON CONSUMER BEHAVIOR

Personality

A person's distinguishing psychological characteristics that lead to relatively consistent and lasting responses to stimuli in the environment We are each unique as individuals, and we each respond differently as consumers. For example, some people are "optimizers" who will keep shopping until they are certain that they have found the best price for a particular item, while other people are "satisfiers" who will stop shopping when they believe that they have found something that is "good enough." If you are a salesperson in a retail shoe store, how might you work differently with these two personalities?

Lifestyle and Psychographics lifestyle is a pattern of living expressed through a person's activities, interests, and opinions

Psychographics is a technique for measuring personality and lifestyles to developing lifestyle classifications.

Motivation: Multiple motives Consumers usually have multiple motives for particular behaviors. These can be a combination of:

manifestknown to the person and freely admitted

latentunknown to the person or the person is very reluctant to admit

Note: different motives can lead to the same behavior; observing behavior is not sufficient to determine motives.

TYPES OF CONSUMER PROBLEM-SOLVING PROCESSES

Routinized used when buying frequently purchased, low cost items

used when little search/decision effort is needed

e.g., buying a quart of orange juice once per week

Limited Problem Solving used when products are occasionally purchased

used when information is needed about an unfamiliar product in a familiar product category.

Extended problem solving used when product is unfamiliar, expensive, or infrequently purchased

e.g., buying a new car once every five years

Under what sorts of conditions the assistance of a salesperson would be needed? Not needed? POST-PURCHASE CONSUMER BEHAVIOR

Satisfaction

After the sale, the buyer will likely feel either satisfied or dissatisfied. If the buyer belives that s/he received more in the exchange than what was paid, s/he might feel satisfied. If s/he believes that s/he received less in the exchange than what was paid, then s/he might feel dissatisfied. Dissatisfied buyers are not likely to return as customers and are not likely to send friends, relatives, and acquaintances. They are also more likely to be unhappy or even abusive when the product requires post-sale servicing, as when an automobile needs warranty maintenance.

Various segments of Maruti are:

The entire model is being used in Alwar, Maruti Motor is trying to reach every nook and corner of the North East, it has dealers and sub-dealers in every part of the North Eastern India. The service provided by them are quite satisfactory to the consumers, which has helped them to achieve good reputation in the market.

The four-wheeler companies have divided the market into various segments, which have helped them to meet the demand more easily. Suppose, the customer who demand a unique stylish car, for them Maruti has produced SX4, Grand Vitara which is considered as one of the most extraordinary car in the market.

Maruti Udyog Limited (MUL) was established in February 1981, though the actual production commenced in 1983 with the Maruti 800, based on the Suzuki Alto kei car which at the time was the only modern car available in India, its' only competitors- the Hindustan Ambassador and Premier Padmini were both around 25 years out of date at that point. Through 2004, Maruti Suzuki has produced over 5 Million vehicles. Maruti Suzukis are sold in India and various several other countries, depending upon export orders. Models similar to Maruti Suzukis (but not manufactured by Maruti Udyog) are sold by Suzuki Motor Corporation and manufactured in Pakistan and other South Asian countries.

Today Maruti is coming up with various sales promotion works to induce more sales in the city. They also spend a good lot of money in advertisement like TV advertisements, Hoarding, Banner etc. This help to in increase the sales of the product.

Sales and Service NetworkMaruti Suzuki is one of the companies in India which has unparalleled sales and service network. As of 2009 it currently has 681 dealerships across 454 cities. To ensure the vehicles sold by them are serviced properly, Maruti Suzuki has 779 dealer workshops, 1,945 Maruti Authorized Service Stations and 30 Express Service Stations on 30 National Highways across 1,314 cities in India.

Service is a major revenue generator of the company. Most of the service stations are managed on franchise basis, where Maruti Suzuki trains the local staff. Other automobile companies have not been able to match this benchmark set by Maruti Suzuki. The Express Service stations help many stranded vehicles on the highways by sending across their repair man to the vehicle.5.FACT AND FINDING1 The Company believes in the conduct of the affairs of its constituents in a fair and

transparent manner by adopting highest standards of professionalism, honesty,

integrity and ethical behavior..2 The Company is committed to developing a culture where it is safe for all

employees to raise concerns about any poor or unacceptable practice and any

event of misconduct.3 Clause 49 of the Listing Agreement between listed companies and the Stock

Exchanges, inter-alia, provides, a non-mandatory requirement, for all listed

companies to establish a mechanism called Whistle Blower Policy for

employees to report to the management instances of unethical behaviour, actual or

suspected fraud or violation of the Companys code of conduct or ethics policy..4 The purpose of this policy is to provide a framework to promote responsible and

secure whistle blowing. It protects employees wishing to raise a concern about

serious irregularities within the Company.5 The policy neither releases employees from their duty of confidentiality in the

Course of their work, nor is it a route for taking up a grievance about a personal

Situation.

6. ANALYSIS AND INTERPRETATIONAs the consumers play a key role in the todays market; their preferences, attitude and perceptions are of utmost value to the marketers keeping all the objectives of the study in mind and to give a proper dimension to the study undertaken, a comprehensive consumer survey was undertaken with the aid of a well-framed questionnaire. The detail of the findings have been fragmented as:

Demographic profile segment: The analysis on demographic profile has been done on the basis of Age group, Occupation and Monthly income:

Q. No 1. Occupation ConsideredThis question was put forwarded to extract a profile factor of the respondent. The prime objective of this question was to know the occupation of the respondent. Though this it can be analysed that which segment of people have like for which brands. This question helped to extract the background of the customers owning and not owning cars. Table No. 1.1

OccupationPercentagePeople

Service30%15

Business40%20

Students20%10

Others10%5

Diagram 1.1From the responses obtained, it was found that the most of the Businessman seemed to score high followed by service holder in possession of cars.Q. No 2. AGE GROUP

The age group, which is one of the important roles in the buying behaviour of the customer, was extracted through this question. It was attempted to cover most of the age groups in various slabs.

Age groupsPercentage

20-252%

26-308%

31-3524%

36-4040%

Above 40 years26%

Age Group

The responses revealed that maximum number of car possessed by respondents in the age group of 36 40. Age group above 40 years followed it. The least was found to be in the age group of 20-25 years.Q. No 3. INCOME PROFILE OF THE RESPONDENTS

Since the income of a respondent is also important in making decision to buy a car, therefore, this question was framed to extract their level of income. The slabs of income considered for the purpose were ranging from Rs.15,000/- (minimum) and above Rs.45,000/-.

Income slabPercentage

Rs.15,000 Rs.25,000/-44%

Rs.25,000 Rs.35,000/-30%

Rs.35,000 Rs.45,000/-18%

Above Rs.45,000/-8%

Out of the total respondents, most of them were found to be in the income slab of Rs.15,000 Rs.25,000/- followed by respondents in the age group of Rs.25,000 Rs.35,000/-.Q. No. 6. Do You Own a Car

Ownership of car was the chief extraction of this question. To this question only

88% of the respondents were found positive whereas the remaining 12% were not in possession of a car of their own. MediaPercentage

Yes88%

No12%

The question revealed that, of the 50 respondents only 44 of them owns a car whereas rest 6 do not possess car.PART A

Q No. 1. Most of the brands of cars existing in the market of Alwar were given to choose from by the respondents. Accordingly, respondents made their responses favoring mostly for Maruti followed by Hyundai.BrandsPercentage

Hyundai27.27%

Fiat0%

Maruti40.90%

Chevrolet4.5%

Toyota0%

TATA20.45%

Mahindra4.5%

Skoda0%

Ford2.27%

Q.No. 2. This question was attempted to extract the factors, which plays a major role in the buying behaviour of the customers. It was attempted to cover most of the factors to make this extract more effective and productive.

Sl. No.AttributesVery ImportantImportantNot so important

a)Price395

b)Financial assistance / credit facility404

c)Fuel efficiency44

d)Style / looks3554

e)Comfort and convenience386

f)Durability3761

g)Brand image20186

h)Advertising61919

i)After sales service44

In response to this question, as revealed by respondents, the attribute fuel efficiency and after sales service ranked top followed by financial assistance

Q. No. 3. A major factor Influence, which induces a person to buy anything (herein referred to as car) was revealed by the respondents through their response to this question.

Source of InfluencePercentage

Self48%

Family28%

Friends10%

Colleague2%

Others0%

Dont own a car12%

From the responses obtained, it is found that self-motivation is the major role in purchasing a car. Of the 50 considered respondents

Q. No. 4 The price factor and payment mode also plays a pivotal role in the buying behavior of a customer. Respondents, being customers to respective companies, also looks for the most convenient mode of payment. Therefore, this question was designed to know their preferred mode of payment.

In response to this query with four different options like (a) Cash (b) Bank finance (c) Private finance (d) Others, respondents numbering 21 opted to go for Bank Finance, for the purpose of low and reducing balancing method of charging interest, whereas 19 respondents opted to go for private finance for their lesser paper work despite interest being flat. Of the rest 1 opted for cash and remaining 3 opted for other modes of purchase.

OptionsNo of respondents

Cash1

Bank finance21

Private finance19

Others3

Q. No. 5 This question was designed to know the overall performances that were being experienced by the respondents from their cars. Also, an open-ended part in question was offered to reveal the exact kind of problem that they have experienced from their cars.

80% of respondents were satisfied with the overall performance of the car whereas remaining 20% were partially or were not satisfied with their cars performance.OptionsPercentage

Yes80%

No20%

PART B

This part was intended for those respondents who were not possession of a four-wheeler car. To this part only 6 respondents responded.

Q.No.1 The never-ending choosy human beings were asked to extract their preference of brands when they go for their new car. To this question only two respondents preferred to go for Hyundai brand of cars whereas 3 opted for Maruti and remaining 1 opted for TATA.

BrandsNo of respondents

Hyundai2

Fiat0

Maruti3

Chevrolet0

Toyota0

TATA1

Mahindra0

Skoda0

Ford0

Q.NO.2 To know the specific model of cars that the respondents would like to go for in near future are presented herein below in tabular form. The responses were obtained in the form of an open-ended response.ModelsNo of respondents

Hyundais Santro l2

Marutis Wagon R1

Marutis 8002

TATAs Indica1

Q. No.3: This question was attempted to extract the factors, which plays a major role in the buying behavior of the customers. All the factors were found to be important for the respondents.Sl. No.AttributesVery ImportantImportantNot so important

a)Price6

b)Financial assistance / credit facility6

c)Fuel efficiency6

d)Style / looks6

e)Comfort and convenience6

f)Durability6

g)Brand image6

h)Advertising6

i)After sales service6

7. SWOT ANALYSISStrengths what strengths does the company has brand loyalty Brand Image Reliable and cheap. Established brand in Indian market. Great service and nationwide penetration.

Experience in Indian market Very old player in Indian market.

First major player.

Established distribution & after sales networks product for many segment of marketWeaknesses Labor Union Issues

Diseconomies to scale

No online presence

Not diversified

Opportunities Acquisitions

Innovation

Online

Product and services expansion

Takeovers

Targeting Higher Middle Class requirements

Threats Competition

Cheaper technology

External changes (government, politics, taxes, etc)

Lower cost competitors or imports

Price wars

Product substitution

8. CONCLUSIONSince Indian Automobile market is continuously in the prowl of surging as a major car manufacturer, people are purchasing car as there is increase of income of common people as well as change in tastes and preferences of consumers. It is important for the car manufacturers and car dealers to be able to understand the different factors affecting the extent in car purchasing behaviour. People are more conscious about the on spot information provided about various cars who serves according to the needs and wants of the customer. The type of technology used and the wider reach of the service stations also affect the most on car purchasing decision. While government obligations and various policies like import duties, custom exemptions is seen as second most affecting driver of purchase of cars. Factor 3 includes family needs; brand image; income level; special family programs/events like Anniversary, Birthday; insurance facility; credit card acceptance; car accessories affects customers car purchase decision causing a variance of 3.080.This shows that importance of family decisions, special occasions in family and the various services provided by car dealers. includes installment payment facility; location of the car dealer shop; looks; availability of service station showing customers accessibility to the service provided. Factor 5 shows the impact of various promotional activities and extra care taken by car dealers. Factors 6 shows the impact of suggestion provided by family members and peers as well as price and after sales service provided. includes the infrastructural benefits of the shop and the variety of cars it stores .The last but not the least ones shows the impact of factors of technical specifications of the car and the festive season offersThis study was conducted to find out the consumer buying behavior of motorcars in special reference to the Maruti brand in Alwar. The findings and analysis revealed many advantages as well as disadvantages for the Maruti India Pvt. Ltd.

Though the Maruti is the faster growing company and leading in the market facing a stiff competition from Hyundai and Tata motors in the Alwar.

It has been observed that Maruti adopted many promotional strategies and companys marketing channel is also satisfactory.

Now a days people are most aware about after sales service. The dealers also expect Maruti has over come this problem and facilities should be improved for meeting the after sales service requirement effectively.

The majority of customers expect loan or installment facilities. The Maruti has joined hand with State Bank Of India and many private bank to promote this facilities.

As most of the existing and prospective customers adults, Maruti should introduces stylish Motor cars which compete its competitors product.

But Maruti to meet the expectations of new generation people who are the prospect, or customers has recently introduce Ritz, SX4, Wagon-R hoping to fulfill the demand of the new generation.

As this study was conducted for educational purpose with the aim to give necessary information to the organization, any mistake by the researchers should be overlooked considering his inexperience in the field of marketing research.

9. RECOMMENDATIONS AND SUGGESTIONS Analyzing basic customer satisfaction data based on interval-scales

Providing management with appropriate report cards on performance

Using appropriate statistical tests to detect changes in performance levels

Various methods for determining the relative impact on overall customer satisfaction and retention of the products processes and sub processes, including correlations and regressions.

Workshop to interpret analysis of an actual case study.

Graphing the output to support actionable recommendations.

Avoiding pitfalls in interpreting results: dealing with multicollinearity among processes and sub processes

Dealing with missing data.

Factor analysis and other multivariate methods used in CSM.

Analysis of ordinal scales of satisfaction: actionable standards for defining delighted and loyal customers

Summary measures to track drivers of dissatisfaction and delight

Determining the relative impact of drivers of dissatisfaction and delight.

Understanding the nature of attributes to further refine recommendations to management for quality improvements: the use of penalty-reward contrasts, butterfly charts, and other methods

Graphical presentations of these analyses.

Assessing the impact on retention and profits of programs to improve satisfaction

Advanced methods of structuring this problem, including structural equation modeling and PLS.

Incorporating competitive information using Customer Value Analysis.

Dealing with data on complaints and problems: developing the problem impact tree to assess the financial impact of unreported problems

Data mining methods to identify problem- and complaint-prone customers.

Research to identify performance standards acceptable to customers. 10. APPENDIX1. Name of the respondent:

2. Address: Phone no:

3. Occupation: (a) Service (b) Business

(c) Students

(d) Others4. Age group.

(A) 20 to 25 years

(b) 26 to 30 years

(c) 31 to 35 years

(D) 36 to 40 years

(e) above 40 years.

5. Monthly income:

(a) Rs. 15,000 to 25,000/-

(b) Rs 25,000 to 35,000/-

(c) Rs. 35,000 to 45,000/-

(d) Above 45,000/-

6. What are the different brands of cars you are aware of?

(a) Hyundai

(b) Maruti

(c) Chevrolet

(d) Toyota

(e ) Skoda

(f) Ford

(g) TATA

(h) Mahindra

7. How did you aware of different brands of cars?

(a) News papers

(b) Magazines

(c) T.V. add

(d) Trade fairs

(e) Friends

(f) Family members

(g) others please specify..

8. Do you own a car?

(a) Yes(b) No.

If yes please respond to Part A.

If no please respond to Part B.

PART A(1) Which Brand of cars do you posses ?

(a) Hundai

(b) Fiat

(c) Maruti

(d) Chevrolet

(e) Toyota.

(f) TATA

(g) Mahindra.

(h) Skoda

(i) Ford

(2) How important were the following attributes before you decide to buy the existing car?


a)Price

b)Financial assistance / credit facility

c)Fuel efficiency

d)Style / looks

e)Comfort and convenience

f)Durability

g)Brand image

h)Advertising

i)After sales service

j)Millage

(3) Who influence your decision in purchasing cars?

(a) Self(b) Family

(c) Friends(d) colleague

(e) Others.(f) Dont own a car

4) What was your mode of payment while purchasing the car ?

(a) Cash

(b) Bank finance(c) Private finance(d) Others

Please Specify .

5) Are you satisfied with the overall performance of your existing car?

(a) Yes

(b) No

If No, Kindly specify the problem

6) Are you satisfied with the after sales service of your car ?

(a) Yes

(b) No

If No, Kindly specify the problem

7) Are you planning to purchase a latest model of car ?

(a) Yes

(b) No

If Yes, Kindly specify the Brand

8) Which of the following technical features do you accept from your new car that dose not exist in the old car?

Sl. No.Technical featuresYesNo

1.High engine power

2.High fuel efficiency

3.Breaks

4.Tyres & Wheels

5.Power Steering

6.Suspension

7.Power window

9) For the possessing customers of Hyundai cars, do you recommend others to purchase Hyundai cars?

(a)Yes

(b)No.

PART B

1) Which brand of cars would you like to purchase in near future?

(a) Hyundai

(b) Fiat

(c) Maruti

(d) Chevrolet

(e) Toyota.

(f) TATA

(g) Mahindra.

(h) Skoda

(i) Ford

2) Which model of cars would you like to purchase in near future ?

Model Name

3) Please indicate relative importance of the following factors, which you will consider before purchasing your new car?


a)Price

b)Financial assistance / credit facility

c)Fuel efficiency

d)Style / looks

e)Comfort and convenience

f)Durability

g)Brand image

h)Advertising

i)After sales service

5) Do you want avail any promotional scheme while purchasing the new car?

(a)Yes

(b) No

If yes please indicate the relative importance of the following promotional scheme.

(Please put a tick in each row)

Sl No.SchemeVery importantImportantNot so important

a)Price discount

b)Exchange offer

c)Free gift

d)Installment facility

e)Interest free installment

11. BIBLIOGRAPHY1. Philip Kotler Marketing Management Eighth Edition (1994)2. Pillai Bhagavathi RSN Modern Marketing Principle and PracticesThirteenth Edition (2003)3. Kothari C.R. Research Methodology Second Edition (1990)

Websites:-

http://www.wikipedia.org

http://www.marutisuzuki.comhttp://www.google.com50

_1388914180.xlsChart1

0.44

0.3

0.18

0.08

Income-wise distribution of respondents

Sheet1

OccupationPercentage

Service40%

Business30%

Students10%

Others20%

20-252%

26-308%

31-3524%

36-4040%

Above 40 years26%

Rs.15,000 Rs.25,000/-44%

Rs.25,000 Rs.35,000/-30%

Rs.35,000 Rs.45,000/-18%

Above Rs.45,000/-8%

Sheet1

Age group of respondents

Sheet2

Age groups

Percentage

Graph depicting Age groups of the customers

Sheet3


_1388914306.xlsChart1

1

21

19

3

No of respondents preferring their modes of payment

21

Sheet1

Price395

Financial assistance / credit facility404

Fuel efficiency44

Style / looks3554

Comfort and convenience386

Durability3761

Brand image20186

Advertising61919

After sales service44

Cash1

Bank finance21

Private finance19

Others3

Sheet1

Very Important

Important

Not so important

Attributes

No. of respondents

Attribute expectation chart

Sheet2

Sheet3


_1388914390.xlsChart1

2

0

3

0

0

1

0

0

0

Respondents preferring to go for their brands of cars

Sheet1

Price395


Fuel efficiency44

Style / looks3554


Durability3761

Brand image20186

Advertising61919


Cash1

Bank finance21

Private finance19

Others3

Yes80%

No20%

Yes100%

No0%

Yes27.27%

No72.73%

High engine power100%0%

High fuel efficiency95%5%

Brakes100%0%

Tyres & Wheels80%20%

Power Steering98%2%

Suspension100%0%

Power window80%20%

Yes10

No2

Hyundai2

Fiat0

Maruti3

Chevrolet0

Toyota0

TATA1

Mahindra0

Skoda0

Ford0

Sheet1

Very Important

Important

Not so important

Attributes

No. of respondents


Sheet2

Sheet3


Satisfaction on overall performance of the car

After Sales Service satisfaction level

Options

Percentage

Willingness to purchase latest model of cars

Yes

No

Technical feature

Percentage

Technical feature expectation

No of respondents recommeding others to go for Hyundai cars

_1388914404.xlsChart1

2

1

2

1

Models

No of respondents

Model preferred by respondents

Sheet1

Price395


Fuel efficiency44

Style / looks3554


Durability3761

Brand image20186

Advertising61919


Cash1

Bank finance21

Private finance19

Others3

Yes80%

No20%

Yes100%

No0%

Yes27.27%

No72.73%

High engine power100%0%

High fuel efficiency95%5%

Brakes100%0%

Tyres & Wheels80%20%

Power Steering98%2%

Suspension100%0%

Power window80%20%

Yes10

No2

Hyundai2

Fiat0

Maruti3

Chevrolet0

Toyota0

TATA1

Mahindra0

Skoda0

Ford0

Hyundais Santro l2

Marutis Wagon R1

Marutis 8002

TATAs Indica1

Sheet1

Very Important

Important

Not so important

Attributes

No. of respondents


Sheet2

Sheet3



After Sales Service satisfaction level

Options

Percentage

Willingness to purchase latest model of cars

Yes

No

Technical feature

Percentage

Technical feature expectation

No of respondents recommeding others to go for Hyundai cars

Models

No of respondents

Model preferred by respondents

_1388914313.xlsChart1

0.8

0.2


Sheet1

Price395


Fuel efficiency44

Style / looks3554


Durability3761

Brand image20186

Advertising61919


Cash1

Bank finance21

Private finance19

Others3

Yes80%

No20%

Sheet1

Very Important

Important

Not so important

Attributes

No. of respondents


Sheet2

Sheet3



_1388914246.xlsChart1

0.88

0.12

Possession of cars

Sheet1


Service40%

Business30%

Students10%

Others20%

20-252%

26-308%

31-3524%

36-4040%

Above 40 years26%

Rs.15,000 Rs.25,000/-44%

Rs.25,000 Rs.35,000/-30%

Rs.35,000 Rs.45,000/-18%

Above Rs.45,000/-8%

Hyundai100%

Maruti100%

Chevrolet75%

Toyota100%

Skoda70%

Ford100%

TATA100%

Mahindra100%

Newspapers41%

Magazines32%

T.V. Advertisement50%

Trade Fairs10%

Friends40%

Family Members32%

Others23%

Self48%

Family28%

Friends10%

Colleague2%

Others0%

Dont own a car12%

Yes88%

No12%

Sheet1


Sheet2

Age groups

Percentage


Sheet3


Brands

Percentage

Brand awareness of respondents

Media

Percentage

Awareness Media

Source of influence in purchasing a car

Possession of cars

_1388828132.xlsChart1

0.2727

0

0.409

0.045

0

0.2045

0.045

0

0.0227

Brands

Percentage

Brands of cars possessed by the respondent

Sheet1


Service40%

Business30%

Students10%

Others20%

20-252%

26-308%

31-3524%

36-4040%

Above 40 years26%

Rs.15,000 Rs.25,000/-44%

Rs.25,000 Rs.35,000/-30%

Rs.35,000 Rs.45,000/-18%

Above Rs.45,000/-8%

Hyundai100%

Maruti100%

Chevrolet75%

Toyota100%

Skoda70%

Ford100%

TATA100%

Mahindra100%

Newspapers41%

Magazines32%


Trade Fairs10%

Friends40%

Family Members32%

Others23%

Self48%

Family28%

Friends10%

Colleague2%

Others0%

Dont own a car12%

Yes88%

No12%

Hyundai27.27%

Fiat0%

Maruti40.90%

Chevrolet4.50%

Toyota0%

TATA20.45%

Mahindra4.50%

Skoda0%

Ford2.27%

Sheet1


Age groups

Percentage



Brands

Percentage


Media

Percentage

Awareness Media


Possession of cars

Brands

Percentage

Brands of cars possessed by the respondent

_1388829012.xlsChart1

0.48

0.28

0.1

0.02

0

0.12


Sheet1


Service40%

Business30%

Students10%

Others20%

20-252%

26-308%

31-3524%

36-4040%

Above 40 years26%

Rs.15,000 Rs.25,000/-44%

Rs.25,000 Rs.35,000/-30%

Rs.35,000 Rs.45,000/-18%

Above Rs.45,000/-8%

Hyundai100%

Maruti100%

Chevrolet75%

Toyota100%

Skoda70%

Ford100%

TATA100%

Mahindra100%

Newspapers41%

Magazines32%


Trade Fairs10%

Friends40%

Family Members32%

Others23%

Self48%

Family28%

Friends10%

Colleague2%

Others0%

Dont own a car12%

Sheet1


Sheet2

Age groups

Percentage


Sheet3


Brands

Percentage


Media

Percentage

Awareness Media


satyendra maruti report

Documents

new model of car

daimler engines

american car

benz engines

car loans

petrolpowered car

old car

benz automobile