Influence of Social Media Interaction

INTRODUCTION
1.1: INDUSTRY PROFILE:

The early history of the automobile can be divided into a number of eras, based on the prevalent
means of propulsion. Later periods were defined by trends in exterior styling, size, and utility
preferences.
In 1808 François Isaac de Rivas designed the first car powered by an internal combustion
engine fueled by hydrogen.
In 1870 Siegfried Marcus built the first gasoline powered combustion engine, which he placed
on a pushcart, building four progressively sophisticated combustion-engine cars over a 10-to-15-
year span that influenced later cars. Marcus created the two-cycle combustion engine The car's
second incarnation in 1880 introduced a four-cycle, gasoline-powered engine, an ingenious
carburetor design and magneto ignition. He created an additional two models further refining his
design with steering, a clutch and brakes.
The four-stroke petrol (gasoline) internal combustion engine that still constitutes the most
prevalent form of modern automotive propulsion was patented by Nikolaos Otto. The similar
four-stroke diesel engine was invented by Rudolf Diesel. The hydrogen fuel cell, one of the
technologies hailed as a replacement for gasoline as an energy source for cars, was discovered in
principle by 1838.
The battery electric car owes its beginnings to Annoys Jedlik, one of the inventors of the electric
motor, and Gaston, who invented the lead-acid battery in 1859
In 1885, Karl Benz developed petrol or gasoline powered automobile. This is also considered to
be the first "production" vehicle as Benz made several other identical copies. The automobile
was powered by a single cylinder two stroke engine.
After producing and selling the Model A in 1903, Ford Motor Company's Model T became the
first mass-produced automobile in 1908, focusing on affordability for the average consumer. By
1927 Ford produced over 15,000,000 Model T automobiles and only then developed.
At the turn of the 20th century electrically powered automobiles were a popular method of
automobile propulsion but their common use did not last long, and they diminished to a niche
market until the turn of the 21st century.
Page | 1
17th& 18thCENTURIES
Ferdinand Herbiest, a member of a Jesuit mission in China, built a steam-powered vehicle

around 1672 as a toy for the Chinese Emperor. It was small scale and could not carry a driver but
it was, quite possibly, the first working steam-powered vehicle ('auto-mobile').
Steam-powered self-propelled vehicles large enough to transport people and cargo were first
devised in the late 18th century. Nicolas-Joseph Cygnet demonstrated his farrier
avaper ("steam dray"), an experimental steam-driven artillery tractor, in 1770 and 1771. As
Cygnet’s design proved to be impractical, his invention was not developed in his native France.
The center of innovation shifted to Great Britain. By 1784, William Murdoch had built a
working model of a steam carriage in Rexroth and in 1801 Richard Trevithick was running a
full-sized vehicle on the roads in Camborne. The first automobile patent in the United States was
granted to Oliver Evans in 1789.
19TH CENTURY
During the 19th century attempts were made to introduce practical steam powered vehicles.
Innovations such as hand brakes, multi-speed transmissions and better steering developed. Some
commercially successful vehicles provided mass transit until a backlash against these large
vehicles resulted in the passage of legislation such as the United Kingdom Locomotive
Act (1865), which required many self-propelled vehicles on public roads to be preceded by a
man on foot waving a red flag and blowing a horn.
This effectively halted road auto development in the UK for most of the rest of the 19th century;
inventors and engineers shifted their efforts to improvements in railway locomotives. The law
was not repealed until 1896, although the need for the red flag was removed in 1878.
In 1816, a professor at Prague Polytechnic, Josef Bezek, built an oil-fired steam car. Walter
Hancock, builder and operator of London steam buses, in 1838 built a four-seat steam phaeton.
In 1867, Canadian jeweler Henry Seth Taylor demonstrated his 4-wheeled "steam buggy" at the
Stanstead Fair in Stanstead, Quebec and again the following year. The basis of the buggy, which
he began building in 1865, was a high-wheeled carriage with bracing to support a two-cylinder
steam engine mounted on the floor.
Page | 2
One of the first "real" automobiles was produced by Frenchman in 1873, who built self-propelled
steam road vehicles to transport groups of passengers.
The first carriage-sized automobile suitable for use on existing wagon roads in the United States
was a steam-powered vehicle invented in 1871 by Dr. J.W. Carhart, a minister of the Methodist
Episcopal Church, in Racine, Wisconsin. It induced the State of Wisconsin in 1875 to offer a
$10,000 award to the first to produce a practical substitute for the use of horses and other
animals.
They stipulated that the vehicle would have to maintain an average speed of more than 5 miles
per hour (8.0 km/h) over a 200-mile (320 km) course. The offer led to the first city to city
automobile race in the United States, starting on 16 July 1878 in Green Bay, Wisconsin, and
ending in Madison, via Appleton, Oshkosh, Waupun, Watertown, Fort Atkinson, and Janesville.
While seven vehicles were registered, only two started to compete: the entries from Green Bay
and Oshkosh.
The vehicle from Green Bay was faster, but broke down before completing the race. The
Oshkosh finished the 201-mile (323 km) course in 33 hours and 27 minutes, and posted an
average speed of six miles per hour. In 1879, the legislature awarded half the prize.
MODERN ERA
The modern era is normally defined as the 25 years proceeding the current year. The modern era
has been one of increasing standardization, platform sharing, computer-aided design, to reduce
costs and development time and increasing use of electronic for both engine management and
entertainment systems.
Some particular contemporary developments are the proliferation of front- and all-wheel drive,
the adoption of the diesel engine, and the ubiquity of fuel injection. Most modern passenger cars
are front-wheel-drive monologue/unibody designs, with transversely mounted engines.
Body styles have changed as well in the modern era. Three types, the hatchback, sedan, and sport
utility vehicle, dominate today's market. All originally emphasized practicality, but have mutated
into today's high-powered luxury crossover SUV, wagon and two-volume Large MPV.
The rise of pickup trucks in the United States and SUVs worldwide has changed the face of
motoring with these "trucks" coming to command more than half of the world automobile market
Page | 3
There was also the introduction of the MPV class (smaller non-commercial passenger minivans),
among the first of which were the French Renault Escape and the Chrysler minivan versions in
the United States The modern era has also seen rapidly improving fuel efficiency and engine
output. The automobile emissions concerns have been eased with computerized engine
management systems.
The economic crisis of 2008 cut almost a third of light vehicle sales from Chrysler, Toyota, Ford,
and Nissan. It also subtracted about a fourth of Honda's sales and about a seventh of sales from
General Motors.
Since 2009, China has become the world's largest car manufacturer with production greater than
Japan, the United States, and all of Europe.
Besides large growth of car production in Asian and other countries, there has been growth in
transnational corporate groups, with the production of transnational automobiles sharing the
same platforms as well as badge engineering or re-bagging to suit different markets and
consumer segments.
Since the end of the 20th century, several award competitions for cars and trucks have become
widely known, such as European Car of the Year, Car of the Year Japan, North American Car of
the Year, World Car of the Year, Truck of the Year, and International Car of the Year. Also,
a Car of the Century award was held in which in the US the Ford Model T was named as most
influential car of the 20th century
1.2: THEORETICAL BACKGROUND OF THE STUDY:
Social media are “forms of electronic communication (as Web sites for social networking and
micro blogging), through which users create online communities to share information, ideas,
personal messages, and other content (as videos)”.The tools and approaches for
communicating with customers have changed greatly with the emergence of social media
therefore, businesses must learn how to use social media in a way that is consistent with their
business plan. This is especially true for companies striving to gain a competitive advantage.
Social media platforms have emerged as a dominant digital communication channel via which
customers learn about, share information on, and interact with brands they consider, purchase,
and evaluate. Companies are increasingly allocating more of their marketing spending to social media
Page | 4
program. Marketers are therefore adapting their strategies to reach increasingly networked
customers, and are placing more emphasis on competing for customers' social media attention
to drive customer engagement. Through social media, marketers can interact in two-way
communications with existing and potential customers and gain rich, unmediated customer
insights faster than ever before. To leverage the interactive and engagement dimensions of
social media, more and more marketers have changed their marketing objectives, focusing on
building/maintaining a desirable consumer–brand relationship via social media interaction.
BRAND
A brand is a collection of images and ideas representing an economic producer more

specifically, it refers to the descriptive verbal attributes and concrete symbols such as a name,
logo, slogan, and design scheme that convey the essence of a company, product or services. .
A brand which is widely known in the marketplace acquires brand recognition. Customer is
very brand conscious. They prefer branded products for various reasons like good packaging,
No bargaining, effective quality, recommended by particular agency. A brand also helps the
customer in saving the switching cost. Brand image and brand awareness leads to brand
knowledge. The close relationship between a brand and consumers could lead to a connection,
a deep self and social identification with the brand. The mystery, the intimacy, the uniqueness,
the involvement based on past experiences, and all positive emotional connection lead to love.
A consumer in love with a brand are more willing to be committed to that brand, forgiven less
positive situations, advocate favorably, and willing to sacrifice for the brand beyond reason.
CUSTOMER BRAND RELATIONSHIP
Customer brand relationship can be defined as “Brand may become an active relationship
partner for the consumer and provide meanings in a psycho-socio-cultural context.”Marketing
practitioners try to influence customers thinking about brands assigning human characteristics
to brand. They often use anthropomorphism to position their brands that creates positive
consumer reactions like increased product likability, positive emotions and favorable brand
personality. These associations of brand with human qualities help consumers to form similar
emotional attachment as to the relationships with other people
Page | 5
The relationship between a brand and customers is known to produce positive outcomes for
both partners. Customers develop relationships with diverse brands regarding brands as
partners. Brands are humanized in the minds of customers and therefore provide symbolic
meanings and social and cultural value, which is beyond the utilitarian benefits. More
organizations are interested in acquiring knowledge about how customers relate to brands, why
some brands are preferred to others and even loved. Thus, these and other issues associated to
the bonds established between customers and brands, which may be associated to goods,
services, organizations, celebrities, destinations, cities, and even counties, have gained
prominence amongst researchers and practitioners. Indeed, all types of organizations, profit or
non-profit, are adopting customer-centric strategies, programs, tools, and technology for
efficient and effective customer relationship management. Brand relationships produce many
outcomes, most of which are positive. The stronger the customer-brand relationships tend to
be, the more likely it is to produce positive results for all parties involved in the relationship,
not just the company. Customer- brand relationship produces many benefits for the company
such as reduced marketing costs, ease of access to customers, acquiring new customers,
customer retention, brand equity, and more profit. The customers' social needs are
Satisfied through the relationships they have built and maintained with the brand, while the
brand gains adherence and advocacy from these customers. This loyalty or strong bond with
the customers is crucial for when the brand is subject to negative information or negative
publicity, as this negativity can be detrimental to the consumer-brand relationship. However, if
the customer-brand relationship is strong enough, it has the capability to aid in the
maintenance of the brand attitudes in light of the negative information
1.3: NEED FOR THE STUDY:
The relationships organizations are able to manifest between customers and their brands have
become an important focus in marketing. The win–win of customer–brand relationships is that
consumers derive satisfaction through greater attachment to brands, and that ﬁrms that better
understand and respond to customer needs generate more brand loyalty and
Page | 6
Profitability. To achieve these goals requires more connections and interactions between consumers
and brands so as to foster meaningful relationships between them. Customer- brand relationship
produces many benefits for the company such as reduced marketing costs, ease of access to
customers, acquiring new customers, customer retention, brand equity, and more profit.
According to the current trends in the field of marketing, technological advancements that have
allowed our culture to communicate in real time and the utilization of social networking sites to
conveniently access product reviews from other ordinary consumers are both partially
responsible for the recent development of personal relationships between consumer and brand.
Hence there is a need for the marketer to study the influence of social media interaction on
customer- brand relationship to achieve better results. In this regard the present study is taken
with reference to BIMAL AUTO PVT. Ltd., at Bangalore.
Page | 7
REVIEW OF LITERATURE AND RESEARCH DESIGN
2.1: REVIEW OF LITERATURE AND GAPS:
 Shabnoor Siddiqui & Tajinder Singh (2016), stated that, Social media is a platform for
people to discuss their issues and opinions. Social media are computer tools that allow
people to share or exchange information’s, ideas, images, videos and even more with
each other through a particular network. They covered all aspects of social media with its
positive and negative effect. Their focus is on the particular field like business, education,
society and youth. During this paper they described how these media will affect society
in a broad way. As the technology is growing the social media has become the routine for
each and every person, peoples are seen addicted with these technology every day. With
different fields its impact is different on people. Social media has increased the quality
and rate of collaboration for students. Business uses social media to enhance an
organization’s performance in various ways such as to accomplish business objectives,
increasing annual sales of the organization. Youngsters are seen in contact with these
media daily .Social media has various merits but it also has some demerits which affect
people negatively. False information can lead the education system to failure, in an
organization wrong advertisement will affect the productivity, social media can abuse the
society by invading on people’s privacy, some useless blogs can influence youth that can
become violent and can take some inappropriate actions. Use of social media is beneficial
but should be used in a limited way without getting addicted.
 Sergios Dimitriadis & Georgios Tsimonis, July (2015), stated that consumer-brand
relationships, and attempts to identify what relational benefits and costs consumers-
members of social media brand pages perceive. Considering the rapid development of
social media and their penetration in business marketing actions, this study is an
exploratory step towards the understanding of relational benefits and costs together in the
context of social media. A qualitative approach was employed for this study. Data were
collected from four focus groups consisting of 32 Indian social media users who are
members of popular brand pages on both Face book and Twitter, providing preliminary
evidence about the perceived benefits and costs arising from consumers' participation in
social media brand pages. Results indicate that consumers perceive social benefits,
Page | 8
information benefits, time & effort benefits, economic benefits, and personal treatment
benefits. Overload, privacy concern, and annoyance are members' perceived costs from
interacting with companies in social media brand pages. The study identifies and
proposes several opportunities for company managers, suggesting practices for effective
social media handling, towards the enhancement of perceived relational benefits and the
reduction of relational costs.
 Christine & Adhiambo Odhiambo”,(2014) Social media is a phenomenon that has
become an important aspect in marketing mix and revolutionizing the way companies
interact with customers. It is a new research field and a quick literature scan reveals that
not many studies exist. Nevertheless, these few existing studies without scientific
evidence with industry data, have rushed to conclude that the emergence of social media
has led to the demise of the traditional advertising mainstream media. Therefore, using a
scientific research methodology of case study research, this study was designed to
explore whether social media is more effective than the traditional media on a brand
management perspective and find the implementation challenges that make it a two face
phenomenon. The findings presented in this study conclude that even though social
media is more effective than some of the traditional advertising channels, it cannot be
implemented in isolation without augmenting it with other forms of traditional
advertising channels. The implications are that social media alone cannot single handedly
create brand awareness or even develop business.
 “Rosmeriany Nahan-Suomela”,(2013) Companies are increasingly allocating more of
their marketing spending to social media programs. Yet there is little research about how
social media use is associated with consumer-brand relationships. We conducted three
studies to explore how individual and national differences influence the relationship
between social media use and customer brand relationships. The first study surveyed
customers in France, the U.K. and U.S. and compared those who engage with their
favorite brands via social media with those who do not. The findings indicated that social
media use was positively related with brand relationship quality and the effect was more
pronounced with high anthropomorphism perceptions (the extent to which consumers'
associate human characteristics with brands). Two subsequent experiments further
validated these findings and confirmed that cultural differences, specifically uncertainty
Page | 9
avoidance, moderated these results. We obtained robust and convergent results from
survey and experimental data using both student and adult consumer samples and testing
across three product categories (athletic shoes, notebook computers, and automobiles).
The results offer cross-national support for the proposition that engaging customers via
social media is associated with higher consumer-brand relationships and word of mouth
communications when consumers anthropomorphize the brand and they avoid
uncertainty.
 Tomi Jokinen,”2013 ,The purpose of this thesis is to examine how social media can be
used for branding purposes, what should be taken into consideration when using social
media for branding purposes, and to research the impact of social media on brand image
in comparison to traditional media. Concepts related to branding, social media and finally
branding in social media are introduced and examined in the theoretical part of the thesis.
The empirical part of the thesis consists of a quantitative consumer survey among Finnish
consumers between the ages of 15 and 64. The results indicate that the overall
significance of social media for branding and its impact on brand image is generally
equivalent to those of traditional media. However, there may be significant differences
depending on the targeted segment of consumers. The results show that the demographics
and social media usage show a significant correlation with consumers’ perceptions of the
impact of social media on brand image. Keywords: social media, branding, bran
 M. Nick Hajli Birkbeck,”,(2012) A study of the impact of social media on consumers M.

Nick Hajli Birkbeck, University o f London Social media have provided new
opportunities to consumers to engage in social interaction on the internet. Consumers use
social media, such as online communities, to generate content and to network with other
users. The study of social media can also identify the advantages to be gained by
business. A multidisciplinary model, building on the technology acceptance model and
relevant literature on trust and social media, has been devised. The model has been
validated by SEM-PLS, demonstrating the role of social media in the development of e-
commerce into social commerce. The data emerging from a survey show how social
media facilitate the social interaction of consumers, leading to increased trust and
Page | 10
intention to buy. The results also show that trust has a significant direct effect on
intention to buy. The perceived usefulness (PU) of a site is also identified as a
contributory factor. At the end of the paper, the author discusses the results, along with
implications, limitations and recommended future research directions.
 Mehrabi & Hossein Islami & Mojtaba Aghajani”,(2011) Nowadays, customers’ loyalty
is a key to commercial success. Hence, this study aimed to investigate the effect of social
media marketing on customers’ brand loyalty. In this regard, a conceptual framework
which considered advertising campaign, providing relevant content, updating content,
providing popular content among friends, and providing applicable programs as
marketing indexes in social media is presented. This was an applicable research in terms
of its purpose, and a descriptive-survey research in terms of its nature. Data were
collected through library resources and field resources using questionnaire. Questionnaire
validity and reliability were confirmed through face validity and Cronbach’s alpha
coefficient, respectively. Statistical population consisted of Cloob Website users from
which 196 people were considered using simple random sampling. The results of Pearson
correlation test and regression test indicated a positive significant relationship between
social media marketing and customers’ brand loyalty. Furthermore, it was confirmed that
there was a positive significant relationship between the dimensions of social media
marketing and brand loyalty. ANOVA test results indicated that educational degree and
gender have a significant effect on respondents’ opinion about loyalty, while educational
degree did not have any significant effect on respondents’ opinion about marketing
independent variables. According to Friedman test results the mean score of popular
content among friends and advertising campaign was more than the other factors, while
the mean score of relevant content was less than the other factors.
2.2: STATEMENT OF THE PROBLEM:
This study focuses on how current public relations and marketing strategies incorporate
various aspects of social media to positively affect customer relation to a brand. Within the
past few years, social media has become an increasingly popular medium for brand and
customer engagement. "The interactive nature of social media (its ability to establish
Page | 11
conversations among individuals, firms in communities of sellers and customers, and involve
customers in content generation and value creation) has excited practitioners with its potential
to better serve customers and satisfy their needs". For years, public relations and marketing
professionals have used different mediums to provide customer service and promote products.
Social media has fostered the growth of trusting relationships between customer and brand,
making it an increasingly important medium to utilize in order to maximize brand relationship.
2.3: OBJECTIVES OF THE STUDY:

 To study the influence of social media interaction on customer- brand relationship”. With
special reference to Bimal Auto Private Limited, Bangalore.
 To identify the currently used social media tactics and tools to increase customer- brand
relationship.
 To identify the ways and means of managing customer- brand relationship strategically
through social media aspects.
2.4: SAMPLING:
Sample Size: 100 customers of Bimal Auto Private Limited at Bangalore
Sample Method: Random sampling.
2.5: SOURCES OF DATA:

The data will be collected using both primary and secondary data are going to use for this
stud y .
 Primary sources: Primary sources are first-hand information collected from the
employees. It is generated in an investigation with the help of questionnaire.
 Secondary sources: Will be collected from books on hr management, journals and other
publication and related websites, articles and other sources.
2.6: DATA ANALYSIS:
The collected primary data will be analyzed by adopting relevant statistical tools and will be
represented in tabular and graphical representation forms.
Page | 12
2.7: TOOLS FOR DATA COLLECTION:
A structured Questionnaire will be used for data collection.
2.8: LIMITATIONS OF STUDY:
 Lack of time and resource to understand and analyze the data

 A few respondents may not have answered entire questionnaire with consistency and the effect
of this would have been greater.
 Some respondents should have given biased information the effect of this would have been
greater during the analysis part of questionnaire.
 The bias of respondents is another serious limitation of the study.
2.9: CHAPTERIZATION:
1. Chapter 1- Introduction:
This chapter contains introduction of the topic.
2. Chapter 2- Research design:
This chapter includes methodology adopted, statement of problem, objectives of the
study, and tools used for data collection.
3. Chapter 3- Company profile:
This chapter contains a brief introduction about the Company and various departments.
4. Chapter 4- Data analysis and interpretation:
This chapter includes the analysis of the study using various statistical tools. It also
includes interpretation.
5. Chapter 5- Summary of findings, suggestions and conclusion.
This chapter contains summary of the findings of the study, suggestions on the basis of
findings and conclusion.
Page | 13
PROFILE OF THE SELECTED ORGANIZATION AND
RESPONDENTS
3.1: PROFILE OF BIMAL AUTO PVT LTD:

Bimal Auto Agency India Private Limited is a Private incorporated on 11 February 2011. It is
classified as Non-govt Company and is registered at Registrar of Companies, Bangalore. Its
authorized share capital is Rs. 5,000,000 and its paid up capital is Rs. 4,988,000.It is involved in
Maintenance and repair of motor vehicles [including washing and polishing etc.]
Bimal Auto Agency India Private Limited's Annual General Meeting (AGM) was last held on 28
September 2017 and as per records from Ministry of Corporate Affairs (MCA), its balance sheet
was last filed on 31 March 2017. Maruti Suzuki India Limited, formerly known as MarutiUdyog
Limited, is an automobile manufacturer in India. It is a 56.21%-owned subsidiary of Japanese
automobile and motorcycle manufacturer Suzuki Motor Corporation. As of January 2017.
It had a market share of 51% of the Indian passenger car market. Maruti Suzuki manufactures
and sells popular cars such as the Ciaz,Ertiga, Wagon R, Alto, Swift, Celerio, Swift
Dzire, Omni, Baleno and BalenoRS.The company is headquartered at New Delhi. In February
2012, the company sold its ten millionth vehicles in India.
Maruti was established in February 1981 by Sanjay Gandhi on Background of Government of

India though the actual production commenced only in 1983. It started with the Maruti 800,
based on the Suzuki Alto key car which at the time was the only modern car available in India.
Its only competitors were the Hindustan and Premier Padmini. Originally, 74% of the company
was owned by the Indian government, and 26% by Suzuki of Japan. As of May 2007, the
government of India sold its complete share to Indian financial institutions and no longer has any
stake in MarutiUdyog.
Page | 14
CHRONOLOGY
In 1970, a private limited company named Surya Ram Maruti technical services private
limited (MTSPL) was launched on November 16, 1970 The stated purpose of this company was
to provide technical know-how for the design, manufacture and assembly of "a wholly
indigenous motor car". In June 1971, a company called Maruti limited was incorporated under
the Companies Act. Maruti Limited went into liquidation in 1977. MarutiUdyog Ltd was
incorporated through the efforts of Dr V. Krishnamurthy. Affiliation with Suzuki
In 1982, a license & Joint Venture Agreement (JVA) was signed between MarutiUdyog Ltd,
and Suzuki of Japan. At first, Maruti Suzuki was mainly an importer of cars.
InIndia's closed market, Maruti received the right to import 40,000 fully built-up Suzukis in the
first two years, and even after that the early goal was to use only 33% indigenous parts. This
upset the local manufacturers considerably.
There were also some concerns that the Indian market was too small to absorb the comparatively
large production planned by Maruti Suzuki, with the government even considering adjusting the
petrol tax and lowering the excise duty in order to boost sales. Finally, in 1983, the Maruti
800 was released.
This 796 cc hatchback was based on the SS80 Suzuki Alto and was India’s first affordable car.
Initial product plan was 40% saloons, and 60% Maruti Van. Local production commenced in
December 1983. In 1984, the Maruti Van with the same three-cylinder engine as the 800 was
released and the installed capacity of the plant in Gurgaon reached 40,000 units.
In 1985, the Suzuki SJ410-based Gypsy, a 970 cc 4WD off-road vehicle, was launched. In 1986,
the original 800 was replaced by an all-new model of the 796 cc hatchback Suzuki Alto and the
100,000th vehicle was produced by the company.
In 1987, the company started exporting to the West, when a lot of 500 cars were sent to Hungary.
By 1988, the capacity of the Gurgaon plant was increased to 100,000 units per Annam.
Page | 15
TABLE NO:3.1
QUICK FACTS
Year of Establishment February 1981
"The Leader in The Indian Automobile Industry,

Vision Creating Customer Delight and Shareholder's Wealth; A
Pride of India."
Industry Automotive -Four Wheelers
Listings & its codes BSE - Code: 532500

NSE - Code: MARUTI
Bloomberg: MUL@IN
Reuters: MRTI.BO
Joint Venture With Suzuki Motor Company, now Suzuki Motor
Corporation, of Japan in October 1982.
Registered & Corporate 11th Floor, Jeevan Prakash

Office 25, Kasturba Gandhi Marg
New Delhi - 110001, India
Tel.: +(91)-(11)-23316831 (10 lines)
Fax: +(91)-(11)-23318754, 23713575
Telex: 031-65029 MUL IN
Works Palma Gurgaon Road

Gurgaon -122015
Haryana, India
Tel.: +(91)-(124)-2340341-5, 2341341-5
Website www.marutiudyog.com
Page | 16
Market liberalization
In 1989, the Maruti 1000 was introduced and the 970 cc, three-box was India’s first
contemporary sedan. By 1991, 65 percent of the components, for all vehicles produced, were
indigenized. After liberalization of the Indian economy in 1991, Suzuki increased its stake in
Maruti to 50 percent, making the company a 50-50 JV with the Government of India the other
stake holder. In 1993, the Zen, a 993 cc, hatchback was launched and in 1994 the
1298 cc Esteem was introduced. Maruti produced its 1 millionth vehicle since the
commencement of production in 1994. Maruti's second plant was opened with annual capacity
reaching 200,000 units.
Maruti launched a 24-hour emergency on-road vehicle service. In 1998, the new Maruti 800 was
released, the first change in design since 1986. Zen D, a 1527 cc diesel hatchback and Maruti's
first diesel vehicle and a redesigned Omni were introduced. In 1999, the
1.6 litre MarutiBaleno three-box saloon and Wagon R were also launched.
In 2000, Maruti became the first car company in India to launch a Call Center for internal and
customer services. The new Alto model was released. In 2001, Maruti True Value, selling and
buying used cars was launched.
In October of the same year the Maruti Versa was launched. In 2002, Esteem Diesel was
introduced. Two new subsidiaries were also started: Maruti Insurance Distributor Services and
Maruti Insurance Brokers Limited. Suzuki Motor Corporation increased its stake in Maruti to
54.2 percent.
In 2003, the new Suzuki Grand Vitara XL-7 was introduced while the Zen and the Wagon R
were upgraded and redesigned. The four millionth Marutivehicleswas built and they entered into
a partnership with the State Bank of India. MarutiUdyog Ltd was listed on BSE and NSE after a
public issue, which was oversubscribed tenfold. In 2004, the Alto became India's bestselling car
overtaking the Maruti 800 after nearly two decades.
The five-seater Versa 5-seater, a new variant, was created while the Esteem was re-launched.
MarutiUdyog closed the
Page | 17
Financial year 2003-04 with an annual sale of 472,122 units, the highest ever since the company
began operations and the fiftieth lakhs (5 millionths) car rolled out in April 2005. The 1.3 L
Suzuki Swift five-door hatch backs were introduced in 2005. Directors of Bimal Auto Agency
India Private Limited are Naveen Kumar Sarawgi, Bhagchand Sarawgi and Sumit Kumar
Sarawgi.
3.2: PROFILE OF THE RESPONDENTS:

Table 3.2: Table Showing Classification of respondents on the basis of Age
AGE NO OF RESPONDENTS PERCENTAGE

15 – 20 15 15
20 – 25 20 20
25 – 30 36 36
Above 30 29 29
TOTAL 100 100
Graph 3.1: Representing respondents on the basis of Age
Classifying Age
15 15 – 20
29
20 – 25
20 25 – 30
Above 30
36
Inference:
From the above table it is learned that 36% of respondents belong to the age group of 25
to 30 years, followed by 29% of respondents belong to age group of above 30 years ,20%
of respondents belong to age group of 20 to 25 and 15% of them belong to 15 to 20 years
Page | 18
Table 3.3: Table showing classification of respondents on the basis of gender
GENDER NO OF RESPONDENTS PERCENTAGE

Male 73 73
Female 27 27
TOTAL 100 100
Graph 3.2: Representation of respondents on the basis of gender
GENDER
80
70
73
60
50
40
GENDER
30
20
27
10
0
Male Female
Inference:
From the above table it is learned that 73% of respondents are male followed by 27% of
respondents are female
Page | 19
Table 3.4 Classification of respondents on the basis of education
EDUCATION NO OF RESPONDENTS PERCENTAGE

SSLC 38 38
PUC 29 29
Graduate 27 27
Post graduate 6 6
TOTAL 100 100
Graph 3.3: Classification of respondents on the basis of Education
Education
40 38
35
29
30
27
25
20
Education
15
10
6
5
0
SSLC PUC Graduate Post-graduate
Inference:
From the above table it is learned that 38% of respondents are educated with SSLC, followed by
29% of respondents completed their PUC, 27% of respondents are graduates and 6% of them are
post graduates
Page | 20
Table 3.5 Classification of respondents on the monthly income
INCOME RESPONDENTS PERCENTAGE

100,000 – 1,50,000 37 37
1,50,000 – 200,000 12 12
200,000 – 300,000 11 11
300,000 and above 40 40
TOTAL 100 100
Graph 3.4: Classification of respondents on the monthly income
Income
45
40
40 37
35
30
25
20 Income
15
12
11
10
0
100,000 – 150,000 150,000 – 200,000 200,000 – 300,000 300,000 and above
0
Inference:
From the above table it is learned that 40% of respondents income is above 300,000, followed
by 37% of respondents income is 100,000-150,000 and 12% of respondents are belongs to the
income group of 150,000-200,000 followed by 11% of them belong to income group of 200,000-
300,000.
Page | 21
DATA ANALYSIS AND INTERPRETATION
Table 4.1: Respondents awareness of “BIMAL”
FREQUENCY RESPONDENTS PERCENTAGE

Yes 80 80%
No 20 20%
Total 100 100%
Graph 4.1: Respondents awareness of “BIMAL”
Awareness
90
80
Awareness
70
60
50
40 80
30
20
10 20
0
yes No
Inference: From the above table we learned that 80% of the respondents are aware of bimal,
followed by 20% of the respondents are not aware of bimal.
Page | 22
Table 4.2: Shows the sources of awareness of Respondents
SOURCES OF RESPONDENTS PERCENTAGE

AWARENESS
Friends 18 18%
Advertisement 22 22%
Social media 40 40%
Word of mouth 15 15%
Mass media 5 5%
Total 100 100%
Graph 4.2: Shows the sources of awareness of Respondents
45
40
40
35
30
25 Responders
22
18 Percentage
20
15
15
10
5
5
0
friends advertisment social media word of mouth mass media
Inference:
From the above the above table it is learned that 40% respondents are aware from social media,
followed by 22% of respondents are aware from advertisements, and 18% of respondents are
aware from their friend followed by 15% of respondents are aware from word of mouth, and 5%
of the respondents are aware from mass media.
Page | 23
Table 4.3: shows the customers of BIMAL?

Yes 80 80%
No 20 20%
Total 100% 100%
Graph 4.3: shows the customers of BIMAL.
Customers
90
80
70
60
50
Customers
40 80
30
20
10 20
0
Yes No
Inference:
From the above table we learned that 80% of the respondents are customers of bimal, followed
by 20% of the respondents are not customers of bimal.
Page | 24
Table 4.4: shows the number products been purchased at “BIMAL”
PRODUCTS RESPONDENTS PERCENTAGE

Four wheeler 20 20%
Spare parts 8 8%
Accessories 5 5%
Repaired service 7 7%
All the above 60 60%
Total 100 100%
Graph 4.4: shows the number products been purchased at “BIMAL”
70
60
60
50
40
responders
30
percentage
20
20
10 8 7
5
0
Four wheeler Spare parts Accessories Repaired all the above
service
Inference:
From the above table it is learned that 60% of respondents are purchasing the products of bimal,
followed by 20% of respondents are purchasing four wheeler and 8% of respondents are
purchasing spare parts, followed by 7% of respondents are repairing their service from bimal
and 5% of respondents are purchasing accessories from bimal.
Page | 25
Table 4.5: shows the number of Respondents having a car?
RESPONDENTS
HAVING A RESPONDENTS PERCENTAGE
CAR
Yes 80 80%
No 20 20%
Total 100 100%
Graph 4.5: shows the number of Respondents having a car
90
80
70
60
50
percentage
40 80 Responders
30
20
10 20
0
Yes No
Inference:
From the above table we learned that 80% of the respondents are having a car, followed by 20%
of the respondents are not having a car.
Page | 26
Table 4.6: shows the model of car that the Respondents own?
CAR THAT THE

RESPONDENTS OWN RESPONDENTS PERCENTAGE
Maruti Suzuki Alto 800 2 2%
Maruti Suzuki wagon r 5 5%
Maruti Suzuki celerio 2 2%
Maruti Suzuki Ignis 8 8%
Maruti Suzuki swift 25 25%
Maruti Suzuki Baleno 20 20%
Maruti Suzuki Dzire 10 10%
Maruti Suzuki Vitara Brezza 18 18%
Maruti Suzuki Ciaz 6 6%
Maruti Suzuki s cross 4 4%
Total 100 100%
Graph 4.6: shows the model of car that the Respondents own
2 Responders
6 4 5 2
8 maruti suzuki alto 800
18 maruti suzuki wagon r
maruti suzuki celerio
25
10 maruti suzuki ignis
maruti suzuki swift
20
Inference: From the above table it is learned that 25% of Respondents are using Maruti Suzuki
swift, followed by 20% of Respondents are using Maruti Suzuki Baleno and18% of Respondents
are using Maruti Suzuki Vitara Brezza, followed by 10% of Respondents are using Maruti
Suzuki Dzire and 8% of Respondents are using Maruti Suzuki Ignis, and6% of Respondents are
using Ciaz, and 5% of the Respondents are using Maruti Suzuki wagon r,4% of Respondents are
using Maruti Suzuki S cross, and 2% of the Respondents are using both Alto 800 and celerio.
Page | 27
Table 4.7: shows the source of awareness for buying the product?
THE SOURCE OF
AWARENESS FOR RESPONDENTS PERCENTAGE
BUYING THE PRODUCT
Mass media 8 8%
Print media 2 2%
Electronic media 19 19%
Social media 31 31%
Total 100 100%
Graph .4.7: shows the source of awareness for buying the product
45
40
40
35
31
30
25
19 Responders
20
percentage
15
10 8
5 2
0
mass media print media electronic social media all the above
media
Inference:
From the above the above table it is learned that 40% respondents are aware from all the above,
followed by 31% of respondents are aware from social media, and 19% of respondents are aware
from electronic media followed by 8% of respondents are aware from mass media, and 2% of the
respondents are aware from print media.
Page | 28
Table 4.8: shows respondents using social media sites?
RESPONDENTS USING
SOCIAL MEDIA SITES RESPONDENTS PERCENTAGE
Micro blogging(twitter) 15 15%
Blogs/ forum 8 8%
Social book marking site 10 10%
Videos & photos sharing site 20 20%
Social networking sites 47 47%
Total 100 100%
Graph 4.8: shows Respondents using social media sites
50 47
45
40
35
30
25 Responders
20
20 Percentage
15
15
10
10 8
0
Micro Blogs/ forum Social book Videos & photos Social
blogging(twitter) marking site sharing site networking sites
Inference:
From the above table it is learned that 47% of respondents are using social networking sites,
followed by 20% of the respondents are using videos and photos sharing site, and 15% of the
Respondents are using micro blogging (twitter), and 10% of the Respondents are using social
book marking site, and 8% of the Respondents are using blogs/forum.
Page | 29
Table 4.9: shows Hour spent by Respondents on different media
Different media Respondents Percentage

Internet 28 28%
TV 15 15%
Social media 40 40%
Newspaper 10 10%
Magazines 5 5%
Radio 2 2%
Total 100 100%
Graph.4.9: shows Hour spent by Respondents on different media
40
40
28
30
20 15
10 10 Responders
0 5 percentage
2 percentage
Responders
Inference:
From the above table it is learned that 40% of the Respondents are spending more time on social
media followed by 28% of the Respondents are spending their time internet, and 15% of the
Respondents are spending their time on TV, and 10% of the Respondents spending their time on
reading the newspaper, and 5% of the Respondents are spending their time on magazines, and
2% of the Respondents are spending their time on radio.
Page | 30
Table 4.10: shows the followers on social media
FOLLOWERS ON RESPONDENTS PERCENTAGE

SOCIAL MEDIA
Less than 10 18 18%
10-20 35 35%
20-30 22 22%
30-40 5 5%
40-above 20 20%
Total 100 100%
Graph .4.10: shows the followers on social media
40
35
35
30
25
22
20
20 18 Responderspercentage
percentage
15
10
5
5
0
less than 10 10 20 20-30 30-40 40-above
Inference:
From the above table it is learned that 35% of the Respondents are followers on social media are
in 10-20, followed by that 22% of the Respondents are in20-30, and 20% of the Respondents are
in 40-above, followed by that 18% of the Respondents are in less than 10, and 5% of the
Respondents are in30-40 followers in social media.
Page | 31
Table 4.11: shows why Respondents use social media platform?
USE SOCIAL MEDIA RESPONDENTS PERCENTAGE

PLATFORM
Source of information 9 9%
Network with other users 12 12%
Interaction with friends 30 30%
New product information& 28 28%
offers
Total 100 100%
Graph.4.11: shows why Respondents use social media platform
30
28
30
21
20
12
9
10
Rresponders
0
Percentage
Inference:
From the above table it is learned that 30% of Respondents are using social media platform for
interaction with friends, followed by 28% of the Respondents are using for new product
information and offers, and 21% of the Respondents are using for all the above, and 12% of the
Respondents are using for network with other users, and 9% of the Respondents are using
because of source of information.
Page | 32
Table 4.12: shows social media site helps in providing product service information effectively?

Strongly agree 14 14%
Agree 43 43%
Neutral 6 6%
Disagree 9 9%
Strongly disagree 28 28%
Total 100 100%
Graph 4.12: shows social media site helps in providing product service information effectively
50
45 43
40
35
30 28
25 Responders
Percentage
20
14
15
9
10
6
5
0
strongly agree agree neutral disagree stronglydisagree
Inference:
From the above table it is learned that 43% of the Respondents agreeing for the above statement,
and 28% of the respondents are strongly disagreeing for the above statement, and 14% of
respondents are strongly agreeing for the statement, and 9% of the respondents are disagreeing
for the statement, and 6% of the respondents are neutral for the statement.
Page | 33
Table 4.13: shows pre-judgment towards product or service before purchase?

Always 53 53%
Often 12 12%
Sometimes 7 7%
Rarely 22 22%
Never 6 6%
Total 100 100
Graph.4.13: shows pre-judgment towards product or service before purchase
60
50
40
30 responders
percentage
20
10
53% 12% 7% 22% 6%

0
Always Often Sometimes Rarely Never
Inference:
From the above table it is learned that 53% of the Respondents are always pre-judgment towards
before the product is purchased, and 22% of the Respondents are rarely pre-judging, and 12% of
the Respondents are often pre-judging, and 7% of the Respondents are sometimes pre-judging,
and 6% of the Respondents are never pre-judging.
Page | 34
Table 4.14: shows opinion of Respondents on brand relationship with bimal?

Agree 18 18%
Neutral 12 12%
Disagree 18 18%
Total 100 100%
Graph.4.14: shows opinion of Respondents on brand relationship with bimal
40 38
35
30
25
20 18 18 Responders
15 14 Percentage
12
10
0
Strongly agree Agree Neutral Disagree Strongly
disagree
Inference:
From the above table it is learned that 38% of the Respondents are strongly agreeing for the
above statement, and both 18% of the respondents are agreeing & dis-agreeing for the above
statement, and 14% of respondents are strongly dis-agreeing for the statement, and 12% of the
respondents are neutral for the statement.
Page | 35
Table 4.15: shows the opinion of Respondents on communication with sellers and other customer
of bimal?

Agree 28 28%
Neutral 19 19%
Disagree 18 18%
Total 100 100%
Graph 4.15: shows the opinion of Respondents on communication with sellers and other
customer of bimal
35
32
30 28
25
20 19
18
responders
15 Series 2
10
5 3
0
Strongly agree Agree Neutral Disagree Strongly disagree
Inference:
above statement and 28% of the respondents are agreeing for the above statement, and 19% of
respondents are neutral for the statement, and 18% of the respondents are dis-agreeing for the
statement, and 3% of the Respondents are strongly dis-agreeing for the statement.
Page | 36
Table 4.16: shows the opinion of Respondents on brand loyalty towards bimal?

Agree 18 18%
Neutral 9 9%
Disagree 8 8%
Total 100 100%
Graph.4.16: shows the opinion of Respondents on brand loyalty towards bimal
Responders
7
8
9
Strongly agree
Agree
58
18 Neutral
Disagree
Strongly disagree
Inference:
above statement, and 18% of the respondents are agreeing for the above statement, and 9% of
respondents are neutral for the statement, and 8% of the respondents are dis-agreeing for the
statement, and 7% of the Respondents are strongly dis-agreeing for the statement.
Page | 37
Table 4.17: shows the opinion of Respondents on product knowledge about items sold at bimal?

Agree 16 16%
Neutral 29 29%
Disagree 18 18%
Total 100 100%
Graph 4.17: shows the opinion of Respondents on product knowledge about items sold at bimal
Strongly disagree
17
Disagree
18
Neutral Percentage
29
Responders
Agree
16
Strongly agree
20
0 5 10 15 20 25 30 35
Inference:
From the above table it is learned that 29% of the Respondents are neutral for the above
statement, and 20% of the respondents are strongly agreeing for the above statement, and 18% of
respondents are dis-agree for the statement, and 17% of the respondents are strongly dis-agreeing
for the statement, and 16% of the Respondents are agreeing for the statement.
Page | 38
Table 4.18: shows the opinion of Respondents on exchange of information with others &
customers of bimal?

Agree 15 15%
Neutral 39 39%
Disagree 12 12%
Total 100 100%
Graph.4.18: shows the opinion of Respondents on exchange of information with others &
customers of bimal
Responders
11
23 Strongly agree
12
Agree
Neutral
15 Disagree
Strongly disagree
39
Inference:
From the above table it is learned that 39% of the Respondents are neutral for the above
statement, and 23% of both the respondents are strongly agreeing for the above statement, and
15% of respondents are agreeing for the statement, and 12% of the respondents are strongly dis-
agreeing for the statement, and 11% of the Respondents are strongly dis-agreeing for the
statement.
Page | 39
Table 4.19: shows the opinion of Respondents on engagement with online friends and customers
of bimal?

Agree 13 13%
Neutral 17 17%
Disagree 11 11%
Total 100 100%
Graph.4.19: shows the opinion of Respondents on engagement with online friends and customers
of bimal
Responders
6
11
Strongly agree
Agree
17 Neutral
53
Disagree
Strongly disagree
13
Inference:
above statement, and 17% of both the respondents are neutral for the above statement, and 13%
of respondents are agreeing for the statement, and 11% of the respondents are dis-agreeing for
the statement, and 6% of the Respondents are strongly dis-agreeing for the statement.
Page | 40
Table 4.20: shows the opinion of Respondents on brand recall at bimal?

Agree 19 19%
Neutral 25 25%
Disagree 17 17%
Total 100 100%
Graph.4.20 shows the opinion of Respondents on brand recall at bimal
35 33
30
25
25
20 19
17
Responders
15
Percentage
10
6
5
0
disagree
Inference:
of respondents are agreeing for the statement, and 17% of the respondents are dis-agreeing for
the statement, and 6% of the Respondents are strongly dis-agreeing for the statement.
Page | 41
Table 4.21: shows the opinion of Respondents on Perception towards quality at bimal?

Agree 17 17%
Neutral 20 20%
Disagree 17 17%
Total 100 100%
Graph.4.21: shows the opinion of Respondents on Perception towards quality at bimal
Strongly disagree 11
Disagree 17
Percentage
Neutral 20
Responders
Agree 17
Strongly agree 35
0 5 10 15 20 25 30 35
Inference:
of both respondents are agreeing and dis-agreeing for the statement, and 1% of the respondents
are strongly dis-agreeing for the statement,.
Page | 42
Table 4.22: shows the opinion of Respondents on Perception towards quality of service at bimal?

Agree 12 12%
Neutral 5 5%
Disagree 17 17%
Total 100 100%
Graph.4.22: shows the opinion of Respondents on Perception towards quality of service at bimal
60
50
40
30 Percentage
51
Responders
20
10
17 15
12
5
0
disagree
Inference:
above statement, and 17% of both the respondents are dis-agreeing for the above statement, and
15% of respondents are strongly dis-agreeing for the statement, and 12% of the respondents are
agreeing for the statement, and 5% of the Respondents are neutral for the statement.
Page | 43
Table 4.23: shows the opinion of Respondents on related information on social media?

Agree 38 38%
Neutral 5 5%
Disagree 17 17%
Total 100 100%
Graph.4.23: shows the opinion of Respondents on related information on social media
Responders
10
30
17
Strongly agree
Agree
5
Neutral
Disagree
38 Strongly disagree
Inference:
From the above table it is learned that 38% of the Respondents are agreeing for the above
statement, and 30% of both the respondents are strongly agreeing for the above statement, and
17% of respondents are dis-agreeing for the statement, and 10% of the respondents are strongly
dis-agreeing for the statement, and 5% of the Respondents are neutral for the statement.
Page | 44
Table 4.24: shows the opinion of Respondents on Advertisements on social media?

Agree 28 28%
Neutral 3 3%
Disagree 15 15%
Total 100 100%
Graph.4.24: shows the opinion of Respondents on Advertisements on social media
45 42
40
35
30 28
25
Responders
20
15 Percentage
15 12
10
5 3
0
disagree
Inference:
above statement, and 28% of both the respondents are agreeing for the above statement, and 15%
of respondents are dis-agreeing for the statement, and 12% of the respondents are strongly dis-
Page | 45
Table 4.25: shows the opinion of Respondents on Blog post on social media?

Agree 28 28%
Neutral 5 5%
Disagree 25 25%
Total 100 100%
Graph.4.25: shows the opinion of Respondents on Blog post on social media
22% 20%
Strongly agree
Agree
Neutral
Disagree
Strongly disagree
25% 28%
5%
Inference:
From the above table it is learned that 28% of the Respondents are agreeing for the above
statement, and 25% of the respondents are dis-agreeing for the above statement, and 22% of
respondents are strongly dis-agreeing for the statement, and 20% of the respondents are strongly
Page | 46
Table 4.26: shows the opinion of Respondents on user reviews on social media?

Agree 18 18%
Neutral 12 12%
Disagree 19 19%
Total 100 100%
Graph.4.26: shows the opinion of Respondents on user reviews on social media
29
30
25
20 18 22
19
15
12
10 Responders
5 Percentage
0
Percentage
Strongly Responders
Agree
agree Neutral
Disagree
Strongly
disagree
Inference:
above statement, and 22% of the respondents are strongly dis-agreeing for the above statement,
and 19% of respondents are dis-agreeing for the statement, and 18% of the respondents are
Page | 47
Table 4.27: shows the opinion of Respondents on platforms for new product or service on social
media?

Agree 18 18%
Neutral 4 4%
Disagree 18 18%
Total 100 100%
Graph.4.27: shows the opinion of Respondents on platforms for new product or service on social
media
Responders
21
Strongly agree
39
Agree
Neutral
18 Disagree
Strongly disagree
4
18
Inference:
and 18% of both respondents are dis-agreeing & agreeing for the statement, and 4% of the
Page | 48
Table 4.28: shows the opinion of Respondents is social media easy to access?

Agree 18 18%
Neutral 4 4%
Disagree 18 18%
Total 100 100%
Graph.4.28: shows the opinion of Respondents is social media easy to access
Strongly disagree 21
Disagree 18
Percentage
Neutral 4
Responders
Agree 18
Strongly agree 39
0 5 10 15 20 25 30 35 40
Inference:
and 18% of both respondents are dis-agreeing & agreeing for the statement, and 4% of the
Respondents are neutral for the statement.
Page | 49
Table 4.29: shows the opinion of respondents weather social media able to create social
network?

Agree 11 11%
Neutral 18 18%
Disagree 23 23%
Total 100 100%
Graph.4.29: shows the opinion of responder’s weather social media able to create social network
Responders
35
30
29
25
23
20
19 18
15 Responders
10 11
0
0 1 2 3 4 5 6
Inference:
From the above table it is learned that 29% of the Respondents are strongly dis-agreeing for the
above statement, and 23% of the respondents are dis-agreeing for the above statement, and 19%
of respondents are strongly agreeing for the statement, and 18% of the respondents are neutral
Page | 50
Table 4.30: shows the opinion of Respondents on updating the important information regularly
social media?

Agree 11 11%
Neutral 18 18%
Disagree 23 23%
Total 100 100%
Graph.4.30: shows the opinion of Respondents on updating the important information regularly
social media
35
29
30
25 23
19 18
20
Responders
15 Percentage
11
10
0
Inference:
From the above table it is learned that 29% of the Respondents are strongly dis-agreeing for the
above statement, and 23% of the respondents are dis-agreeing for the above statement, and 19%
of respondents are strongly agreeing for the statement, and 18% of the respondents are neutral
Page | 51
Table 4.31: shows the opinion of Respondents on transparency on social media?

Agree 18 18%
Neutral 13 13%
Disagree 29 29%
Total 100 100%
Graph.4.31: shows the opinion of Respondents on transparency on social media
35
30 29
25
25
20 18
15 Responders
15 13
Percentage
10
0
disagree
Inference:
From the above table it is learned that 29% of the Respondents are dis-agreeing for the above
statement, and 25% of the respondents are strongly dis-agreeing for the above statement, and
18% of respondents are agreeing for the statement, and 15% of the respondents are strongly
Page | 52
Table 4.32: shows the opinion of responder’s social media an informative?

Agree 13 13%
Neutral 18 18%
Disagree 19 19%
Total 100 100%
Graph.4.32: shows the opinion of responder’s social media an informative
35
30
30
25
20
20 19
18
Responders
15 13
Percentage
10
0
disagree
Inference:
and 19% of respondents are dis-agreeing for the statement, and 18% of the respondents are
neutral for the statement, and 13% of the Respondents are agreeing for the statement.
Page | 53
Table 4.33: shows the opinion of Respondents is social media a trust worthy?

Agree 13 13%
Neutral 18 18%
Disagree 29 29%
Total 100 100%
Graph.4.33: shows the opinion of Respondents is social media a trust worthy
Responders
20 20
Strongly agree
13 Agree
Neutral
29
Disagree
18 Strongly disagree
Inference:
From the above table it is learned that 29% of the Respondents are dis-agreeing for the above
statement, and 20% of both the respondents are strongly dis-agreeing & strongly agreeing for the
above statement and 18% of respondents are neutral for the statement, and 13% of the
Page | 54
Table 4.34: shows the opinion of Respondents is social media updating feedback?

Agree 13 13%
Neutral 12 12%
Disagree 25 25%
Total 100 100%
Graph.4.34: shows the opinion of Respondents is social media updating feedback
35
30
30
25
25
20
20
Responders
15 13 Percentage
12
10
0
Inference:
above statement, and 25% of the respondents are dis-agreeing for the above statement and 20%
of respondents are strongly dis-agree for the statement, and 13% of the respondents are agreeing
for the statement, and 12 of the respondents are neutral for the statement
Page | 55
Table 4.35: shows the opinion of Respondents is social media able to improve the trust?

Agree 13 13%
Neutral 18 18%
Disagree 29 29%
Total 100 100%
Graph.4.35: shows the opinion of Respondents is social media able to improve the trust
Is social media able to improve the trust
10
30
Strongly agree
Agree
29 Neutral
Disagree
Strongly disagree
13
18
Inference:
above statement, and 29% of the respondents are dis-agreeing for the above statement and 18%
of respondents are neutral for the statement, and 13% of the respondents are agreeing for the
statement, and 10 of the respondents are strongly dis-agreeing for the statement
Page | 56
Table 4.36: shows the factors affecting the pre-judgment?
PRE- JUDGMENT RESPONDENTS PERCENTAGE

Previous experience 8 8%
Product knowledge 6 6%
Brand reputation 73 73%
Internet information 4 4%
Information from 9 9%
known people
Total 100 100%
Graph 4.36: shows the factors affecting the pre-judgment
80 73
70
60
50
40
Responders
30 Percentage
20
8 9
10 6 4
0
Previous Product Brand reputation Internet Information from
experience knowledge information known people
Inference:
From the above table it is learned that 73% of the Respondents are stating that brand reputation
will affect the pre-judgment, followed by that 9% of Respondents are stating that information
from know people, and 8% of Respondents are stating that previous experience, and 6% of
Respondents are stating that product knowledge, and remaining 4% of the Respondents are
stating that internet information will affect the pre-judgment.
Page | 57
SUMMARY OF FINDINGS, CONCLUSIONS AND SUGGESTIONS
5.1: SUMMARY OF FINDINGS:
 It is found that majority of Respondents 36% belong to the age group of 25-30years;
followed by 29% Respondents belong to the age group of 30and above.
 It is found that majority of Respondents 73% are male, followed by that is female 27%
Respondents.
 It is found that 38% of Respondents have studied SSLC, followed by that 29% of
Respondents have studied PUC.
 It is found that 40% of Respondents are having the income of 300,000 & above,
followed by that is 37% of Respondents are having the income of 100,000-150,000.
 It is found that 80% of Respondents having the awareness of bimal, followed by that is
20% of Respondents do not know about bimal.
 It is found that 40% of Respondents are having the awareness from social media,
followed by that is 22% of Respondents from advertisements.
 It is found that 80% of Respondents are customers of bimal, followed by that is 20% of
Respondents are not the customers of bimal.
 It is found that 60% of Respondents are stating that they have purchased all the above
products at bimal, followed by that is four wheeler 20%.
 It is found that 80% of Respondents are having a car, followed by that is 20% of
Respondents do not own a car
 It is found that 25% of Respondents are having Maruti Suzuki swift, followed by that is
20% Respondents are having Maruti Suzuki Baleno.
 It is found that 40% of Respondents all the above is the source of awareness, followed by
that is 31% of Respondents are having from social media.
 It is found that 47% of Respondents are using social networking sites, followed by that is
videos and photos sharing site is 20%.
 It is found that 40% of Respondents are spending their time on social media, followed by
that is 28% of Respondents are spending their time on internet.
 It is found that 35% of Respondents are followers in social media, followed by that is
22% of Respondents are followers of social media.
Page | 58
 It is found that 30% of Respondents use social media for interaction with friends,
followed by that is 28% use it for new product information and offers.
 It is found that 43% of Respondents are agreeing for social media site helps in providing
product service information effectively, followed by that is 28% of Respondents are
strongly dis agreeing for that this statement.
 It is found that 53% of Respondents are always having pre-judgment towards product or
service before purchase, followed by that is 22% rarely.
 It is found that 38% of Respondents are strongly agreeing for brand relationship with
bimal, followed by that is 18% only agree for this statement.
 It is found that 32% of Respondents are agreeing for communication with sellers and
other customer of bimal, followed by that is 28% only agree for this statement.
 It is found that 58% of Respondents are strongly agreeing for the brand loyalty towards
bimal, followed by that is 18% of Respondents are agreeing for this statement.
 It is found that 29% of Respondents are neutral for the statement on product knowledge
about items sold at bimal, followed by that is 20% of Respondents are strongly agreeing
for the statement.
 It is found that 39% of Respondents are neutral for the statement on exchange of
information with others & customers of bimal, followed by that is 23% of Respondents
are strongly agreeing for the statement.
 It is found that 53% of Respondents are strongly agreeing for the statement on
engagement with online friends and customers of bimal, followed by that is 17% are
neutral.
 It is found that 33% of Respondents are strongly agreeing for the statement on brand
recall at bimal, followed by that is 25% are neutral.
 It is found that 33% of Respondents are strongly agreeing for the statement on brand
recall at bimal, followed by that is 25% are neutral.
 It is found that 35% of Respondents are strongly agreeing for the statement on Perception
towards quality at bimal, followed by that is 20% are neutral.
towards quality at bimal, followed by that is 20% are neutral.
Page | 59
towards quality of service at bimal, followed by that is 17% are disagreeing.
 It is found that 38% of Respondents are agreeing for the statement on related information
on social media, followed by that is 30% are strongly agreeing.
 It is found that 42% of Respondents are strongly agreeing for the statement on
Advertisements on social media, followed by that is 28% are agreeing.
 It is found that 28% of Respondents are agreeing for the statement on Blog post on social
media, followed by that is 25% are disagreeing.
 It is found that 29% of Respondents are strongly agreeing for the statement on user
reviews on social media, followed by that is 22% are strongly disagreeing.
 It is found that 39% of Respondents are strongly agreeing for the statement on platforms
for new product or service on social media, followed by that is 21% are strongly
disagreeing.
 It is found that 39% of Respondents are strongly agreeing for the statement on is social
media easy to access, followed by that is 21% are strongly disagreeing.
 It is found that 29% of Respondents are strongly disagreeing for the statement weather
social media able to create social network, followed by that is 23% are disagreeing.
 It is found that 29% of Respondents are strongly disagreeing for the statement on
updating the important information regularly social media, followed by that is 23% are
disagreeing.
 It is found that 29% of Respondents are disagreeing for the statement on transparency on
social media, followed by that is 25% are strongly disagreeing.
 It is found that 30% of Respondents are strongly agreeing for the statement on social
media an informative, followed by that is 20% are strongly disagreeing.
 It is found that 29% of Respondents are dis agreeing for the statement on is social media
a trust worthy, followed by that is 20% are strongly agreeing.
media updating feedback, followed by that is 20% are strongly dis agreeing.
media able to improve the trust, followed by that is 29% are dis agreeing.
Page | 60
5.2: SUGGESTIONS TO THE ORGANIZATION:
 Since majority of the respondents opined that BIMAL is updating important information
regularly on social media it is suggested that, company should make sure that the relevant
social media networks like face book, whats app, twitter, etc are chosen and maintain the
customer groups and updating the product info, service info ,offers and benefits
regularly.
 Since majority of the respondents opined that BIMAL is not been able to create social
network to manage customer brand relationship, so they need to make sure that they need
to create data base and contacts of the customers and then regular updation on social
media networks like face book, whats app, and twitter, and updating the information like
product info, service info, offers and benefits regularly then they can easily able to create
social network to manage customer brand relationship.
 Since that majority of the respondents opined that BIMAL is not transparency to manage
customer brand relationship, so that they need to make sure that their thoughts or ideas
like development of the product, their future plans, reach the customers regularly through
any forms of media like television, social networking sites, to be them self as
transparent.
 Since that majority of the respondents opined that BIMAL is not updating feedback to
manage customer brand relationship, it is suggested that they need to regularly update
feedback whether it is positive or negative; they need to keep on updating the feedback,
so that it encourages the customers to give more and prompt feedback to manage
customer brand relationship.
Page | 61
5.3: CONCLUSION:
In the world with over 70% of internet user’s active on social networks, who spend at least one
hour a day on average on those social networks, we have to conclude that social networks have
become a sort of reality in which people communicate, interact, and obviously trust. We also
have to be aware that over 60% of those users access social networks via mobile devices, with
strong indicators that this percent will only increase in the future years.
In such world, we have to admit that social networks are a new dimension of reality that has
become a part of the business world as well. Over 90% marketers report they are or will be using
social networks for business, while over 60% of them claim to have acquired new customers
over social networks.
The findings above support the fact that businesses can have a lot of benefits from using social
networks, which is why implementation of those has become a part of business practice. This is
why social media marketing is no longer considered to be on probation, but instead it has
become an important part of the business world.
Page | 62
BIBLIOGRAPHY
BOOKS:
1. Ankit Lal, “India Social: How Social Media is Leading the Charge and Changing the
Country”, - Himalaya publication
2. Graeme Burton, “Media and Society Hardcover”, - UBS Publishers
3. Sunetra Sen Narayan &, Shalini Narayanan, “India Connected: Mapping the Impact
of New Media”, - Daya kishan thussu. Publishers
JOURNALS:
1. Christine & Adhiambo Odhiambo, “Social Media as a Tool of Marketing and
Creating Brand Awareness university of Wollongong Australia(2012) vol. 47 issue
:9, Pp.1525-1547
2. Mehrabi & Hossein Islami & Mojtaba Aghajani”, “ International Journal of
Academic Research in Business and Social Sciences” August 2014, Vol. 4, The
Effect of Social Media Marketing on Customers’ Brand Loyalty
3. M. Nick Hajli Birkbeck,“International journal of Market Research”,Vol. 56 Issue
3
4. “Rosmeriany Nahan-Suomela”, “The influence of social media interactions on
consumer–brand relationships: A three-country study of brand perceptions
and marketing behaviors International Journal of Research in Marketing · July 2015
5. Sergios Dimitriadis & Georgios Tsimonis, “Consumer-Brand Relationships in
Social Media”, Conference Academy of Marketing Conference 2014, At Bournemouth,
UK Cite this publication.
6. Shabnoor Siddiqui & Tajinder Singh, “Social Media Its Impact With Positive And
Negative Aspects “, International Journal of Computer Applications Technology and
Research, Volume 5, Issue 2, 2016, ISSN:- 2319–8656, Pp:71 – 75.
7. Tomi Jokinen, “Branding in Social Media and the Impact of Social Media on
Brand Image Thesis Spring”, 2016 School of Business and Culture International
Business
Page | 63
QUESTIONNAIRE
1). Name:
2). Age:
3). Qualification:
4). Material status:
5). Family size:
6). Occupation:
7). Monthly income:
8). Are you aware of “BIMAL AUTO PVT LTD”?
Yes [ ] No [ ]
9). If yes, then the source of awareness is
1. Friends
2. Advertisements
3. Social media
4. Word of mouth
5. Mass media
10). Are you a customer of “BIMAL AUTO PVT LTD”?
Yes [ ] No [ ]
11). If Yes, the product that you purchased?
1. Four wheeler [ ]
2. Spare parts [ ]
3. Accessories [ ]
4. Repaired service [ ]
5. All the above [ ]
Page | 64
12). Do you own a car?
Yes [ ] No [ ]
13). Which model car you own? {Please tick}
1. Maruti Suzuki Alto 800 [ ] 2. Maruti Suzuki Wagon R [ ]
3. Maruti Suzuki celerio [ ] 4.Maruti Suzuki Ignis [ ]
5. Maruti Suzuki swift [ ] 6.Maruti Suzuki Baleno [ ]
7. Maruti Suzuki Dzire [ ] 8.Maruti Suzuki Vitara Brezza [ ]
9. Maruti Suzuki Ciaz [ ] 10.maruti Suzuki S cross [ ]
14). While using the above service, the source of awareness that you use?
1. Mass media [] 2.print media []
3. Electronic media [ ] 4.Social media []
5. All the above []
15). which of the following social media sites that you use {please tick?}
Micro blogging (twitter)

Blogs (Or) Forum
Social book marking site
Videos & photo sharing site
Social networking sites
Page | 65
16). How many hours per day do you spend on media? {Please tick}
Sl Different Less than 1-2 2-3 3-4 4 (&)

no Media (1 hour) (Hour) (Hour) (Hour) Above hour
1. Internet
2. TV
3. Social media
4. news paper
5. Magazines
6. Radio
7. Others
17). How many followers do you have on the social media that you use the most?
1. Less than 10 [ ] 2. 10-20 [ ]
3. 20-30 [ ] 4 .30-40 [ ]
5. 40- above [ ]
18). kindly select the relevant options below you access social media platform? {Please tick}
Source of information
Network with other users
Interaction with friends
New product information and offers
All the above
Page | 66
19). Do you think that the social media sites helps in providing product service
information effectively?
1. Strongly agree [ ] 2.Agree [ ]
3. Neutral [ ] 4.Disagree [ ]
5. Strongly disagree [ ]
20). Do you have pre-judgment [positive or negative] towards a product or service before
purchase?
1. Always [ ] 2.Often [ ]
3. Sometimes [ ] 4.Rarely [ ]
5. Never [ ]
21). which of the following factors affects your pre-judgment? {Please rank them}
Sl Pre-judgment Rank- Rank- Rank- Rank- Rank- Rank-

no 1 2 3 4 5 6
1 Previous experience
2 Product knowledge
3 Brand reputation
4 Internet information
5 Information from other

media
6 Information from
known people
Page | 67
22). Please indicate your opinion has per the level of your acceptance with the statement given
below? {SA=strongly agree, A=agree, N =Neutral, D=Disagree, SD=Strongly Disagree}
Sl Statements SA A N D SD
no
1 “Use of social media site Influence my” “Brand relationship with bimal”.
2 Use of social media site Influence my “Communication with sellers and
other customer of bimal”.
3 Use of social media site Influence my “Brand loyalty towards bimal”.
4 Use of social media site Influence my “Product knowledge about items
sold at bimal”.
5 Use of social media site Influence my “Exchange of information with
others & customers of bimal”.
Use of social media site Influence my “Engagement with online Friends
6 and customer of bimal”.
7 Use of social media site Influence my “Brand recall at bimal”.
8 Use of social media site Influence my “Perception towards quality at

bimal”.
9 Use of social media site Influence my “Perception towards quality of
service at bimal”.
below?
{SA=strongly agree, A=agree, N =Neutral, D=Disagree, SD=Strongly Disagree}
No
1. Bimal provides the “Related information “On social media to
increase brand relation.
2. Bimal provides the “Advertisements” on social media to
increase customer brand relation.
3. Bimal provides the “Blog post” on social media to increase
customer brand relation.
4. Bimal provides the “User reviews” on social media to increase
customer brand relation.
5. Bimal provides the Effective “Platforms to new Products (or)
Service”
Page | 68
below?
{SA=strongly agree, A=agree, N =Neutral, D=Disagree, SD=Strongly Disagree}
no
1. Social media should be “Easy to Access” to manage customer
brand relationship.
2. Social media should be “Able to Create Social Network” to
manage customer brand relationship
3. Social media should be “Updating the Important Information
Regularly” to manage customer brand relationship
4. Social media should be “Able to Improve the Trust” to manage
customer brand relationship.
5. Social media should be “Transparency “To manage customer
brand relationship.
6. Social media should be “Informative” to manage customer
brand relationship.
7. Social media should be “Trust worthy” to manage customer
brand relationship
8. Social media should be “Updating Feedback” to manage
customer brand relationship
25). Please suggest on, what influences you to use social media to enhance customer brand
relationship?
Page | 69
Page | 70

Influence of Social Media Interaction

Uploaded by

Document Information

Original Description:

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Influence of Social Media Interaction

Uploaded by

Copyright:

Available Formats

INTRODUCTION

1.1: INDUSTRY PROFILE:

Ferdinand Herbiest, a member of a Jesuit mission in China, built a steam-powered vehicle

1.2: THEORETICAL BACKGROUND OF THE STUDY:

A brand is a collection of images and ideas representing an economic producer more

CUSTOMER BRAND RELATIONSHIP

1.3: NEED FOR THE STUDY:

2.1: REVIEW OF LITERATURE AND GAPS:

 M. Nick Hajli Birkbeck,”,(2012) A study of the impact of social media on consumers M.

2.2: STATEMENT OF THE PROBLEM:

2.3: OBJECTIVES OF THE STUDY:

Sample Size: 100 customers of Bimal Auto Private Limited at Bangalore

Sample Method: Random sampling.

2.5: SOURCES OF DATA:

2.6: DATA ANALYSIS:

A structured Questionnaire will be used for data collection.

2.8: LIMITATIONS OF STUDY:

 Lack of time and resource to understand and analyze the data

3.1: PROFILE OF BIMAL AUTO PVT LTD:

Maruti was established in February 1981 by Sanjay Gandhi on Background of Government of

Year of Establishment February 1981

"The Leader in The Indian Automobile Industry,

Industry Automotive -Four Wheelers

Listings & its codes BSE - Code: 532500

Joint Venture With Suzuki Motor Company, now Suzuki Motor

Corporation, of Japan in October 1982.

Registered & Corporate 11th Floor, Jeevan Prakash

Works Palma Gurgaon Road

3.2: PROFILE OF THE RESPONDENTS:

AGE NO OF RESPONDENTS PERCENTAGE

Graph 3.1: Representing respondents on the basis of Age

GENDER NO OF RESPONDENTS PERCENTAGE

Graph 3.2: Representation of respondents on the basis of gender

EDUCATION NO OF RESPONDENTS PERCENTAGE

Graph 3.3: Classification of respondents on the basis of Education

INCOME RESPONDENTS PERCENTAGE

Graph 3.4: Classification of respondents on the monthly income

Table 4.1: Respondents awareness of “BIMAL”

FREQUENCY RESPONDENTS PERCENTAGE

Graph 4.1: Respondents awareness of “BIMAL”

SOURCES OF RESPONDENTS PERCENTAGE

Graph 4.2: Shows the sources of awareness of Respondents

FREQUENCY RESPONDENTS PERCENTAGE

Graph 4.3: shows the customers of BIMAL.

PRODUCTS RESPONDENTS PERCENTAGE

Graph 4.4: shows the number products been purchased at “BIMAL”

Graph 4.5: shows the number of Respondents having a car

CAR THAT THE

Graph 4.8: shows Respondents using social media sites

Different media Respondents Percentage

Graph.4.9: shows Hour spent by Respondents on different media

FOLLOWERS ON RESPONDENTS PERCENTAGE

Graph .4.10: shows the followers on social media

USE SOCIAL MEDIA RESPONDENTS PERCENTAGE

Graph.4.11: shows why Respondents use social media platform

FREQUENCY RESPONDENTS PERCENTAGE

FREQUENCY RESPONDENTS PERCENTAGE

Graph.4.13: shows pre-judgment towards product or service before purchase

53% 12% 7% 22% 6%

FREQUENCY RESPONDENTS PERCENTAGE

Graph.4.14: shows opinion of Respondents on brand relationship with bimal

FREQUENCY RESPONDENTS PERCENTAGE