A

Summer Internship Project Report

On
"CONSUMER SATISFACTION OF TOWARDS MARUTI CAR
VEHICLES"
Submitted
In the partial fulfillment of the degree of
Bachelor of Business Administration
Semester – v

Prepared By:
JARNAIL SINGH
Enroll. No.:41390201716

Guided By:
Submitted to:
Aditi sdhana

GURU GOBIND SINGH INDRAPRASTHA UNIVERSITY

i
 DECLARATION

I undersigned Ms. JARNAIL SINGH student of SHRI GURU TEGH BAHADUR

INSTITUTE ON MANAGEMENT AND INFORMATION TECHNOLOGY
SEMESTER– V , hereby declare that the all information of the Project is my own
work. This project report is correct and true to the best of my knowledge and
ability and has been presented here my level best under the supervision of my
guide Mr. Aditi sdhana
This Report has not been previously submitted by the any other student for any
Examination.

Date:
Place: DELHI
Signature
_____________
(JARNAIL SINGH)

ii
 CERTIFICATE(COLLEGE)

This is to certify that JARNAIL SINGH , Enroolment No. 41390201716 BBA

(General) student of shri Guru Tegh Bahadur Institute Of Management &
Information Technology has completeed Project Work On Consumer
staisfaction of towards maruti car " Under the guidence and supervision . This
work is authentic and geuine.

.....................................
Project Incharge
Ms. Inderpreet kaur

.......................................
Project Guide
Ms. Aditi Sdhana

.......................
Singnatue of Scholar
Mr.jarnail singh

iii
CERTIFICATE (COMPANY)

iv
 ACKNOWLEDGEMENT

I Jarnail Singh student of B.B.A. feel great Pleasure to present this report. I am
thankful to all the persons who directly or indirectly helped me in the preparation
of this report.

I am thankful to SHRI GURU TEGH BAHADUR INSTITUTE ON MANAGEMENT AND

INFORMATION TECHNOLOGY for giving us such a valuable chance to go for

Industrial Training and to do work on this report.

I also like to thanks who guided & motivated me in preparing the project report.

v
 TABLE OF CONTENT
Sr. No. Particular Page No.
1. Declaration
2. Certificate (College)
3. Certificate ( Company)
4. Acknowledgment
5. Executive Summary
6. Chapter-1 Industry Overview
7. Chapter-2 Company Overview:
2.1Sharekhan at Glance
2.2 Functional Areas of the Sharekhan
8. Chapter-3 Research Methodology
3.1Research Objective
3.2 Research Methodology
3.3 Sampling Plan
3.4Limittions
3.5Review of Literature
9. Chapter-4 Data Analysis And Interpretation
10. Chapter-5 Research Finding and Conclusion
5.1 Findings
5.2 Recommendations
5.3 Conclusion
11. Bibliography
12. Annexure
13. Questionnaire

vi
 CHAPTER - 1

INTRO TO INDUSTRY

Automoblie Industry

The automotive industry in India is one of the largest in the world with an annual
production of 23.96 million vehicles in FY (fiscal year) 2015–16, following a
growth of 2.57 per cent over the last year. The automobile industry accounts for
7.1 per cent of the country's gross domestic product (GDP). The Two Wheelers
segment, with 81 per cent market share, is the leader of the Indian Automobile
market, owing to a growing middle class and a young population. Moreover, the
growing interest of companies in exploring the rural markets further aided the
growth of the sector. The overall Passenger Vehicle (PV) segment has 13 per cent
market share.

India is also a prominent auto exporter and has strong export growth expectations
for the near future. In FY 2014–15, automobile exports grew by 15 per cent over
the last year. In addition, several initiatives by the Government of India and the
major automobile players in the Indian market are expected to make India a leader
in the Two Wheeler (2W) and Four Wheeler (4W) market in the world by 2020.

Market size

Auto Expo 2014, Noida

The industry produced a total 14.25 million vehicles—including passenger

vehicles (PV), commercial vehicles (CV), and three- and two wheelers (3W and

1
2W)—in April–October 2015, as against 13.83 in April–October 2014, registering
a marginal growth of 3.07 per cent, year-to-year.

The sales of PVs grew by 8.51 per cent in April–October 2015 over the same
period in the previous year. The overall CVs segment registered a growth of 8.02
per cent in April–October 2015 as compared to same period last year. Medium-
and heavy commercial vehicles (MCV and HCV) registered very strong growth of
32.3 per cent, while sales of light commercial vehicles (LCV) declined by 5.24 per
cent during April–October 2015, year-to-year.

In April–October 2015, overall automobile exports grew by 5.78 per cent. PVs,
CVs, 3Ws, and 2Ws registered growth of 6.34 per cent, 17.95 per cent, 18.59 per
cent, and 3.22 per cent, respectively, in April–October 2015, over April–October
2014.

Investments

Interior of Tata ConnectNext EV concept car at 2015 Geneva Motor Show

Tata Prima T1 truck at Buddh International Circuit

In order to keep up with the growing demand, several auto makers have started
investing heavily in various segments of the industry during the last few months.
The industry has attracted foreign direct investment (FDI) worth US$17.4 billion
during the period April 2000 to June 2017, according to data released by
Department of Industrial Policy and Promotion (DIPP).

2
Some of the major investments and developments in the automobile sector in India
are as follows:

Global auto maker Ford plans to manufacture in India two families of engines by
2017, a 2.2 litre diesel engine code-named Panther, and a 1.2 litre petrol engine
code-named Dragon, which are expected to power 270,000 Ford vehicles globally.
[citation needed]

The world's largest air bag suppliers Autoliv Inc, Takata Corp, TRW Automotive
Inc and Toyoda Gosei Co are setting up plants and increasing capacity in India.

General Motors plans to invest US$1 billion in India by 2020, mainly to increase
the capacity at the Talegaon plant in Maharashtra from 130,000 units a year to
220,000 by 2025.

US-based car maker Chrysler has planned to invest Rs 3,500 crore (US$525
million) in Maharashtra, to manufacture Jeep Grand Cherokee model.[citation
needed]

Mercedes Benz has decided to manufacture the GLA entry SUV in India. The
company has doubled its India assembly capacity to 20,000 units per annum.
[citation needed]

Germany-based luxury car maker Bayerische Motoren Werke AG's (BMW) local
unit has announced to procure components from seven India-based auto parts
makers.[citation needed]

Mahindra Two Wheelers Limited (MTWL) acquired 51 per cent shares in France-
based Peugeot Motorcycles (PMTC).

Government Initiatives

Isuzu's newly inaugurated manufacturing plant in 2016 at Sri City, Andhra

Pradesh, India

3
The Government of India encourages foreign investment in the automobile sector
and allows 100 per cent FDI under the automatic route.

Some of the major initiatives taken by the Government of India are:

The Government of India aims to make automobile manufacturing the main driver
of "Make in India" initiative, as it expects the passenger vehicles market to triple to
9.4 million units by 2026, as highlighted in the Auto Mission Plan (AMP) 2016-26.

In the Union budget of 2015-16, the Government has announced plans to provide
credit of Rs 850,000 crore (US$127.5 billion) to farmers, which is expected to
boost sales in the tractors segment.

The government plans to promote eco-friendly cars in the country—i.e. CNG-

based vehicles, hybrid vehicles, and electric vehicles—and also to make mandatory
5 per cent ethanol blending in petrol.

The government has formulated a Scheme for Faster Adoption and Manufacturing
of Electric and Hybrid Vehicles in India, under the National Electric Mobility
Mission 2020, to encourage the progressive introduction of reliable, affordable,
and efficient electric and hybrid vehicles into the country.

The Automobile Mission Plan (AMP) for the period 2006–2016, designed by the
government is aimed at accelerating and sustaining growth in this sector. Also, the
well-established Regulatory Framework under the Ministry of Shipping, Road
Transport and Highways, plays a part in providing a boost to this sector.

Passenger vehicles in India

This list is of cars that are officially available and serviced in India. While other
cars can be imported to the country at a steep 105% import duty, car-makers such
as Alfa Romeo,[93] McLaren,[94] Pagani,[95] Cadillac,[96] Chrysler,[97] SSC,
[98] Lincoln,[99] Zenvo,[100] SEAT,[101] Smart,[102] Daihatsu,[103] Infiniti,
[104] Acura,[105] Saab,[106] Spyker,[107] Lotus,[108] Ariel,[109] Caterham,

4
[110] Peugeot-Citroën,[111] Mazda,[112] Kia,[113] GAZ,[114] and Proton[115]
are in various stages of official introduction into the Indian automobile industry.

Indian automotive companies

Models currently manufactured by Indian companies

Maruti Swift in India. Maruti Suzuki is a subsidiary of Suzuki Motor Corporation

of Japan

Mahindra XUV500, one of India's best selling indigenously developed SUV

Chinkara Motors:[116] Beachster, Hammer, Roadster 1.8S, Rockster, Jeepster,

Sailster

Force Motors (earlier known as Tempo): One

Hindustan Motors:[117] Ambassador

Hradyesh:[118]Morris Street[119]

ICML:[120] Rhino Rx

Mahindra:[121]Bolero, Scorpio, Thar, Xylo, Quanto, Verito, Verito Vibe, Genio,

XUV500, e2o, TUV300, KUV100, NuvoSport.

Premier Automobiles Limited:[122] Sigma, RiO

San Motors:[123] Storm

Maruti Suzuki (subsidiary of Japanese auto maker Suzuki)[124][125] Alto K10,

Alto 800, WagonR, Swift, DZire, Omni, Eeco, Gypsy, Ertiga, Celerio, Ciaz, Vitara
Brezza, Baleno, Ignis, S-Cross.

Tata Motors:[126] Nano, Sumo, Movus, Venture, Safari, Xenon, Zest, Bolt, Tiago,
Tigor, Hexa, Nexon.

5
Defunct Indian automotive companies

Sipani Automobiles

Standard Motor Products of India

Foreign automotive companies in India

Hyundai, Renault, Nissan, Datsun, Mitsubishi, Ford, Fiat, Honda, Toyota,

Volkswagen, Skoda, Audi, Jaguar, Land Rover, Mercedes-Benz, BMW and MINI
are the foreign automotive companies that manufacture and market their products
in India.

Vehicles currently manufactured or assembled in India

Manufactured only in Chennai, India, the i10 is one of Hyundai's best selling
globally exported cars.

Audi India: A3, A4, A6, A8, Q3, Q5, Q7.

BMW India:[127] 1 Series, 3 Series, 3 Series GT, 5 Series, 7 Series, X1, X3, X5.

Datsun: Go, Go+, Redi-Go

Fiat India: Punto, Linea, Avventura, Urban Cross.

Ford India:[128] Figo, Figo Aspire, Freestyle, Ecosport, Endeavour.

Honda Cars India Limited:[129] Brio, Jazz, Amaze, BR-V, City, WR-V.

Hyundai Motor India:[130] Eon, i10, i20, Xcent, Verna, Elantra, Creta, Tucson.

Isuzu:[131][132] MU-7, V-Cross.

Jaguar (Subsidiary of Tata Motors):[133] XE, XF, XJ.

Jeep India: Compass.

6
Land Rover (Subsidiary of Tata Motors):[134] Discovery Sport, Range Rover
Evoque.

Mercedes-Benz India:[135] A-Class, C-Class, E-Class, GLA-Class, GLE-Class,

GLC-Class, S-Class.

MINI:[136] Countryman.

Mitsubishi[137] (in collaboration with Hindustan Motors):[138]Pajero.

Nissan Motor India:[139] Micra, Sunny, Terrano.

Renault India:[140][141][142] Captur, Duster, Kwid, Lodgy.

Škoda Auto India:[143][144] Rapid, Octavia, Superb, Kodiaq.

Toyota Kirloskar:[145] Etios Liva, Etios, Corolla Altis, Innova Crysta, Fortuner,
Camry.

Volkswagen India:[146][147] Polo, Vento, Ameo, Tiguan, Passat.

Opel was present in India until 2006. As of 2013, Opel only provides spare parts
and vehicle servicing to existing Opel vehicle owners.

Vehicles currently imported into India

Suzuki Kizashi. Kizashis were sold by Maruti in the Indian market

Aston Martin:[148] Vantage, Vanquish, Rapide, Virage, DB9, DBS, One-77.

Audi:[149] A8 L, A7, A5, TT, RS 6 Avant, R8.

Bentley:[150][151] Arnage, Azure, Brooklands, Continental GT, Continental

Flying Spur, Mulsanne.

BMW:[152] 5 Series GT, 6 Series, 7 Series, X5 M, X6, X6 M, M3, M5, M6 and

Z4.

Bugatti:[153][154] Veyron.

7
Ferrari:[155][156] California, 458 Italia, F12, FF.

Fiat: Abarth 595 Competizone

Ford:[157] Mustang.

General Motors:[158] Hummer H2, Hummer H3.

Gumpert:[159] Apollo.

Honda:[160][161] Accord Hybrid.

Honda civic MugenRR

Jaguar (Subsidiary of Tata Motors):[133] XK, F-Type

Koenigsegg:[162][163] CCX, CCXR, Agera.

Lamborghini:[164] Huracan, Aventador.

Land Rover (Subsidiary of Tata Motors):[134] Discovery 4, Range Rover Velar,

Range Rover Sport, Range Rover.

Maserati:[165] Quattroporte, Ghibli.

Mercedes-Benz:[166] Viano.

MINI:[136] Cooper, Cooper S, Convertible.

Mitsubishi: Montero.

Mitsubishi Lancer Evolution X

Nissan:GT-R.

Porsche:[167][168] 997, Boxster, Panamera, Cayman, Cayenne, Carrera GT,

Macan.

Rolls Royce:[169] Ghost, Wraith, Phantom, Phantom Coupé, Phantom Drophead

Coupé.

8
SsangYong (subsidiary of Mahindra & Mahindra):[170] Rexton.

Toyota:[145] Land Cruiser, Land Cruiser Prado, Prius.

Volkswagen:[171] Beetle.

Volvo:[172] V40, V90, S60, S90, XC60, XC90.

Commercial vehicle manufacturers in India

Indian brands

AMW[173]

Eicher Motors[174]

Force[175]

Hindustan Motors[176]

Mahindra & Mahindra

Premier[122]

Tata Motors[177]

Hero Motocorp

Jaguar

Land Rover

Bajaj Auto

TVS Motor

Joint-venture (JV) brands

Ashok Leyland[178] - originally a JV between Ashok Motors (owned by the

Hinduja Group) and Leyland Motors, now joint ventures between Ashok Leyland
and Nissan Motors (Japan) for LCV's; and John Deere (USA) for construction
equipment.[179]

KaMAZ Vectra[180] - A JV between Russia's KaMAZ and the Vectra Group

9
MAN Force - A JV between Force Motors and MAN AG (Germany)

SML Isuzu - originally, as Swaraj Mazda, a JV between Punjab Tractors and

Mazda, now 53.5% owned by Sumitomo Group and with its current name since
2011.[181]

Tatra Vectra Motors Ltd - (defunct) Initial truck partnership with India by Vectra.
Replaced by Kamaz. Tatra trucks for sale in India are now manufactured in
collaboration with Bharat Earth Movers Limited.

VE Commercial Vehicles Limited[182] - VE Commercial Vehicles limited - A JV

between Volvo Group and Eicher Motors Limited.

Maruti Suzuki - A joint venture of Indian Maruti and Japanese Suzuki.

Foreign-owned brands

J. C. Bamford (JCB) (Owned by British multinational corporation J. C. Bamford).

BharatBenz (Owned by Daimler AG of Germany and affiliated with Daimler's

Fuso and Mercedes-Benz brands)[183]

Caterpillar Inc.[184]

DAF[185]

Hino[186]

Isuzu[187]

Iveco[188]

MAN

Mercedes-Benz[189] - manufactures luxury coaches in India.

Piaggio[190]

Rosenbauer.[191]

Scania[192]

Tatra.[193]

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Volvo.[194]

Electric vehicle and Hybrid vehicle (xEV) industry

Further information: Electric vehicle industry in India

During April 2012, the Indian government planned to unveil the road map for the
development of domestic electric and hybrid vehicles (xEV) in the country.[195] A
discussion between the various stakeholders, including Government, industry, and
academia, was expected to take place during 23–24 February.[195] The final
contours of the policy would have been formed after this set of discussions.
Ministries such as Petroleum, Finance, Road Transport, and Power are involved in
developing a broad framework for the sector. Along with these ministries, auto
industry executives, such as Anand Mahindra (Vice Chairman and Managing
Director, Mahindra & Mahindra) and Vikram Kirloskar (Vice-Chairman, Toyota
Kirloskar), were involved in this task.[195] The Government has also proposed to
set up a Rs 740 crore research and development fund for the sector in the 12th five-
year plan during 2012-17.[195] The idea is to reduce the high cost of key imported
components such as the battery and electric motor, and to develop such capabilities
locally. In the year 2017, An Amaravati, Andhra Pradesh based Electric Vehicles
manufacturing company called AVERA[196] New & Renewable Energy started
electric scooters manufacturing[197] and are ready to launch their two models of
scooters by the end of December 2018[198].

Electric car manufacturers in India

Ajanta Group.[199]

Hero Electric.[200]

Mahindra.[201]

Reva, now Mahindra Reva Electric Vehicles.

Tara International.[202]

Tata Motors.[203]

11
Driverless Technology in India

While there is controversy on possibility of driverless cars in India,[204][205]

many startups are working on this technology:

Flux Auto

FishEyeBox

Hi Tech Robotic Systemz

ATImotors

Netradyne

Swaayat Robots

Auro Robotics

OmniPresent Robotics

SeDrica 1.0[206]

In Auto Expo 2018, Hi Tech Robotic Systemz launched an artificial intelligence-

based driver behaviour sensor technology called Novus Aware in partnership with
Daimler India Commercial Vehicles (DICV).[207][208]

Defunct motor vehicle manufacturers of India

Automobile Products of India or API - founded in 1949 at Bombay (now Mumbai),

by the British company Rootes Group,[209] and later bought by M. A.
Chidambaram of the MAC Group from Madras (now Chennai).[209] The company
manufactured Lambretta scooters, API Three Wheelers under licence from
Innocenti of Italy and automobile ancillaries, notably clutch and braking systems.
API's registered offices were earlier in Mumbai, later shifted to Chennai, in Tamil
Nadu. The manufacturing facilities were located in Mumbai and Aurangabad in
Maharashtra and in Ambattur, Chennai.[210] The company has not been
operational since 2002.
12
Escorts Yamaha - in 1984 Escorts formed a joint venture with Yamaha to
manufacture motorcycles. In 2008 became India Yamaha Motor.

Hero Motors is a former moped and scooter manufacturer based in Delhi, India. It
is a part of multinational company Hero Group, which also currently owns Hero
Motocorp (formerly Hero Honda) and Hero Cycles, among others. Hero Motors
was started in the 1960s to manufacture 50cc two-stroke mopeds but gradually
diversified into making larger mopeds, mokicks and scooters in the 1980s and the
1990s. Noteworthy collaborators and technical partners were Puch of Austria and
Malaguti of Italy. Due to tightening emission regulations and poor sales, Hero
motors have discontinued the manufacture of all gasoline powered vehicles and
transformed itself into an electric two-wheeler and auto parts manufacturer.

Ideal Jawa - motorcycle company based in Mysore, sold licensed Jawa and ČZ
motorcycles beginning in 1960 under the brand name Jawa and later Yezdi.

Kinetic Honda - a joint venture between Kinetic Engineering Limited, India and
Honda Motor Company, Japan. The joint venture operated during 1984 - 1998,
manufacturing 2-stroke scooters in India. In 1998, the joint venture was terminated
after which Kinetic Engineering continued to sell the models under the brand name
Kinetic until 2008[211] when the interests were sold to Mahindra.

Mopeds India Limited - produces the Suvega range of Mopeds under technical
collaboration with Motobécane of France.

Standard - produced by Standard Motor Products in Madras from 1949 to 1988.

Indian Standards were variations of vehicles made in the U.K. by Standard-
Triumph.Standard Motor Products of India Ltd. (SMPI) was incorporated in 1948,
[212] and their first product was the Vanguard, which began to be assembled in
1949. The company was dissolved in 2006 and the old plant torn down.

Automotive Research Association of India - Standards

The Government of India felt the need for a permanent agency to expedite the
publication of standards and development of test facilities[213] in parallel with the
work of the preparation of the standards - as the development of improved safety
critical parts could be undertaken only after the publication of the standard and
commissioning of test facilities. The Ministry of Surface Transport (MoST)
13
constituted a permanent Automotive Industry Standards Committee (AISC) . The
Standards prepared by AISC will be approved by the permanent CMVR Technical
Standing Committee (CTSC). After approval, the Automotive Research
Association of India (ARAI) [214]will publish this standard.

Intelligent Transport Systems (ITS) are globally proven systems to optimize the
utilization of existing transport infrastructure and improve transportation systems
in terms of efficiency, quality, comfort and safety. Having realized the potential of
ITS, Government bodies and other organizations in India are presently working
towards implementing various components of ITS across the country.

The first step taken for creation and implementation of ITS was holding a National
Workshop titled “User Requirements for Interactive ITS Architecture”[215], which
was conducted as a collaboration between SIAM and ASRTU on 26th & 27th
February 2015. This was primarily focused on ITS in Public Bus Transportation.
Nonetheless, the workshop helped to create the outline for “National Intelligent
Transport System Architecture and Policy for Public Transport (Bus)”, which was
submitted by ASRTU and SIAM to the government

In the 44th & 45th CMVR-TSC, Chairman had directed - standardization activities
to be initiated on Intelligent Transportation Systems (ITS) - Vehicle Location
Tracking, Camera Surveillance System and Emergency Request Button. The
committee intended to extend the above user requirements to all public
transportation namely –buses, taxis, etc. The current document covers the
requirements for Vehicle Location Tracking and Emergency Button. The other ITS
components like PIS, CCTV system, Fare collection etc. are deliberated and would
be addressed in later phase and could be added as separate parts to the current
document..

14
Based on these directions, the AISC Panel on ITS has prepared this AIS-140
titled,“Intelligent Transportation Systems (ITS) - Requirements for Public
Transport Vehicle Operation”. The panel also deliberated and identified the
necessary elements for an effective implementation of vehicle level ITS system.

For AIS-140 Devices, in India, connectivity to report location, and Emergency

Panic Button signal is though wireless cellular connectivity. There are device
focused Cellular Connectivity Offerings like 'eSIM4Things[216]' available in
India, which cater to connectivity requirements of AIS-140 devices[217].
eSIM4Things[216] is fully compatible with all AIS-140 devices and with a
connectivity manager and a range of tariff plans.

ROHAN MOTORS

CAR SHOWROOM

15
 INTRODUCTION OF THE STUDY
The study is to find out the level of Customer Satisfaction on sales towards the
Maruti vehicle. And to find out the Satisfaction on the performance of rohan
motors.
To find out this, I have done the survey.

Customer Survey: Finding out the customer satisfaction on sales towards

Maruti vehicle with reference to Maruti Suzuki Udyog Ltd.

Finding out the customer satisfaction on dealership performance towards ROHAN

Motors Ltd.

For this survey, I have prepared a questionnaire; through this I collected data from
customers.Sample Size of survey is 100 consumers. By analyzing these

16
questionnaires, I found out the level of customer sales satisfaction on Maruti.In this
report; I explained the analysis of questionnaire through graphs and tables.

CHAPTER 2

COMPANY PROFILE

INDUSTRY PROFILE

17
Modern marketers are concentrating on the needs and wants of the people, and
then producing products, which satisfy those needs.

A turning point in transport came when the wheel was invented. One good point
about mean is that he never been satisfied with his achievements. He always tries
to improve his living conditions.

As time passes in 1888 Benz Company invented the first car in the world. In early
1900 year, lot of changes took place in culture, life style, standard of living was
improved. So many industries have entered in this field (4 wheelers) to improve
the QUALITY of the product in different parameters.

As well as in 1928 the first imported car was introduced in India, In 1942
Hindustan Motors was incorporated and in 1944 Premiere automobiles was started
its manufacture. The growth was very less, but in early 90’s tremendous changes
took place in all industries because of Globalization. Many companies have
entered, to start its manufacturing in India. Because of cheap availability of
resources.

Particularly in India compact car segment, in the past eight years many car makers
have entered India hoping to tap its much wanted middle class.

18
Automobile manufacturers in India have, for decades, perpetuated the idea that
they know best not only about manufacturing and selling years but also what the
customer wanted. As a result even till the early 80’s, customer was very often not
able to choose the colors of the car or scooter he bought. Indeed, motorcycles were
usually back. So, to the premium payable. Dealers were not much more than
bagmen and the general.

Message was that the act of buying a new car was simply a monitory transaction
which resulted in a great favor being bestowed on the customer.

19
Over a period of more than two decades the Indian Automobile Industry has been
driving its own growth through phases. The entry of Suzuki Corporation in Indian
passenger car manufacturing is often pointed as the first sign of India turning to a
market economy. Since then the automobile sector witnessed rapid growth year
after year. By late-90 the industry reached self reliance in engine and component
manufacturing from the status of large scale importer.

With comparatively higher rate of economic growth rate index against that of great
global powers, India has become a hub of domestic and exports business.

The automobile sector has been contributing its share to the shining economic
performance of India in the recent years. With the Indian middle class earning
higher per capita income, more people are ready to own private vehicles including
cars and two- wheelers. Product movements and manned services have boosted in
the sales of medium and sized commercial vehicles for passenger and goods
transport.

The data obtained from Ministry of Commerce and Industry, shows high growth
obtained since 2001-02 in automobile production continuing in the first three
quarters of the 2004- 05. Annual growth was 16.0 per cent in April-
December, 2004; the growth rate in 2003- 04 was 15.1 percent the automobile
industry grew at a compound annual growth rate (CAGR) of 22 per cent between
1992 and 1997.

With investment exceeding Rs. 50,000 crore, the turnover of the automobile
industry exceeded Rs. 59,518 crore in 2002-03. Including turnover of the auto-
component sector, the automotive industry's turnover, which was above Rs. 84,000
crore in 2002-03, is estimated to have exceeded Rs.1,00,000 crore ( USD 22. 74
billion) in 2003-04.

20
Rival Hyundai's Grand i10 makes it to the fifth position during the April-August
period, replacing hatchback Eon which moves on the seventh position. The
company's compact sedan Xcent takes sixth position replacing hatchback i10 from
the top 10 list. Honda Cars India's Sedan City stands at the eighth position. It
replaces compact sedan Amaze, which now moves to 10th position. Maruti's
Celerio occupies the ninth position during the April-august period of the current
fiscal, followed by Honda Amaze at the 10th spot.

21
Maruti Suzuki India's (MSI) Alto sold 1,03,123 units in the April-August period
this fiscal as compared to 91,665 units sold in the same period of

Previous fiscal. It is followed by compact sedan Dzire, with 82,912 units sold
during the period. The company had sold 75,112 units of the sedan in the same
period of previous fiscal. Similarly, compact hatchback Swift continues to hold on
to the third position during the April-August period this fiscal with 80,861 units
sold during the period. Swift sales stood at 72,733 units in same period of previous
fiscal.

22
Wagon R, with 63,051 units sold during the period, comes at the fourth position in
passenger car segment. MSI had sold 61,298 units of the hatchback in the same
period of 2013-14. Hyundai's Grand i10 comes in at fifth position, with 40,530
units sold during the period. It has sold 1,847 units in same period of previous
fiscal. The South Korean car-maker's compact sedan Xcent sold 33,685 units
during the period to take sixth position while the company's entry level car Eon
comes at seventh position with 32,171 units sold during the period as against
39,463 units in the April-August period of 2013-14.

Honda's mid-sized Sedan City sold 30,447 units during the April-August period to
become the eight largest selling models in India. It had sold 9,855 units in the year-
ago period. MSI's Celerio, which was launched earlier this year at the Auto Expo,
with 29,591 units sold during the period stood at ninth position. Honda's compact

23
sedan Amaze sold 28,887 units in the April-August period to take the 10th spot. It
had sold 28,610 units in April-August period of 2013-14

Automobile Dealers Network in India

In terms of Car dealer networks and authorized service stations, Maruti leads the
pack with Dealer networks and workshops across the country. The other leading
automobile manufacturers are also trying to cope up and are opening their service
stations and dealer workshops in all the metros and major cities of the country.
Dealers offer varying kind of discount of finances who in turn pass it on to the
customers in the form of reduced interest rates.
24
Government has liberalized the norms for foreign investment and import of
technology and that appears to have benefited the automobile sector. The
production of total vehicles increased from 4.2 million in 1998-99 to 7.3 million
in 2003-04. It is likely that the production of such vehicles will exceed 10 million
in the next couple of years.

The industry has adopted the global standards and this was manifested in the
increasing exports of the sector. After a temporary slump during 1998-
99 and 1999-00, such exports registered robust growth rates of well over 50 per
cent in 2002-03 and 2003-04 each to exceed two and- a-half times the export figure
for 2001-02.

Maruti Suzuki sales February 2017

New Ghaziabad, March 1, 2017: Maruti Suzuki India Limited, leader in
passenger vehicles, sold a total of 130,280 units in February 2017. This includes
120,735 units in domestic market and 9545 units of exports. The Company had
sold a total of 117,451 units in February 2016.
The sales figures for February 2017 are given below:
February Till February April'15
Category :
% % -
Sub- Models 2016- 2015-
2017 2016 Chang Chang March'1
segment 17 16
e e 6

Alto,
A: Mini Wagon 33079 35495 -6.8% 383008 396299 -3.4% 432977
R

A: Swift, 47002 42970 9.4% 524151 495165 5.9% 541951

Compact Ritz,
25
 Celerio,
Ignis,
Baleno,
Dzire

A: Super Dzire
2574 3522 -26.9% 31446 35142 -10.5% 38303
Compact Tour

A: Mid-
Ciaz 5886 5162 14.0% 59530 48753 22.1% 54233
Size

Total A: Passenger
88541 87149 1.6% 998135 975359 2.3% 1067464
Vehicles

Gypsy,
Ertiga,
B: Utility S-
17863 8484 110.5% 177430 80522 120.3% 94416
vehicles Cross,
Vitara
Brezza

Omni,
C: Vans 14195 12482 13.7% 140381 130575 7.5% 143471
Eeco

Total Domestic
12059 10811 131594 118645
Passenger Vehicle 11.5% 10.9% 1305351
9 5 6 6
Sales

26
Light
Super
Commercia 136 - - 596 - - -
Carry
l Vehicles

Total Domestic 12073 10811 131654 118645

11.7% 11.0% 1305351
Sales 5 5 2 6

Total Export Sales 9545 9336 2.2% 112298 113,447 -1.0% 123897

Total Sales
13028 11745 142884 129990
(Domestic + 10.9% 9.9% 1429248
0 1 0 3
Export)

27
 CHAPTER 3:

RESEARCH METHODOLOGY

In this report, I explained the analysis of questionnaire through graphs and

tables.

Methodology used in collection of data is;

1. Survey Research method

2. Primary source of Data

·Questionnaires

·Direct Interviewing

3. Secondary Source of Data

·Text books

·Internet

·Newspapers

·Magazines

METHODOLOGY

Data collection is most essential aspect of any research because the whole result of
research depends on the data and information hence, the methodology adopted by
me to collect the data final interpretation were through.

28
1. Survey Research:

This kind of research finds favor with almost all the social science researches. It is
one of the most popular methods of investigation, because a study of the attributes
and variables in relation to the population (The entire group of people, inhabitants,
items etc…under study) is easier and is more accurate.

Its suffers from a negligible magnitude of error. Now-a-days sample survey has

become an effective method for research. This is possible with the help of personal
interviews which are backed by questionnaires, direct oral observations. Indirect
oral observations and etc…

2. Primary source of Data:

Meaning: Primary sources of data are the data which needs the personal efforts to
collect it and which are not readily available.

Primary sources of data are the other type of sources through which the data was
collected.

Following are few ways in which the data was collected:

A) Questionnaires: Its set of questions on a sheet of paper was being given to the

respondents of fill it, based on which the data was interpreted.

B) Direct Interviewing: Direct interviewing involved the process where I asked the

questions directly to the customers and got the feedback.

3. Secondary Source of Data:

29
Secondary sources are the other important sources through which the data were
collected.

These are the readily available sources of the data where one had need not put
much effort to collect, because it is already been collected and part in an elderly
manner by some researchers, experts and socialites.

The secondary sources helpful for study were:

Text books like Marketing Management, Research Methodology, Advertisement

and Sales Promotion.

Internet was made use for the collection of the data. Newspapers were also
referred.

Business Magazines also referred. Some journals were also referred.

4. Library Survey:

This was also undertaken for the collection of data. This type of research is based
on books like periodical, journals, documentations, and secondary data etc…
which are available in the library.

5. Sample Size:

By using judgment Random Sampling Technique 100 respondents are selected for
the purpose of the study. Direct questionnaires are used to survey the customers.

SURVEY ANALYSIS

SATISTICAL TOOLS

30
Data Collection

Data is collected with prepared questionnaire by arranging personnel interviews

when customers are taking their vehicle at the delivery counter in the rohan Motors
showroom.

Data Analysis

Consider the manner of data collection adopted the study analyzed the data on a
qualitative basis by decipher in individual opinion various options collected from
respective respondents are analyzed separately.

Data Interpretation

The data collection from each and every user is analyzed and interpreted
individually then compared together and presented in the form of tables and charts.
In each table the total respondents for particular questions predicted among them.
The alternative answers were for the particular questions are traced. The high
percentage of the answer is taken has correct answer then the data for that answer
has been analyzed.

NET SALES

31
SATISFACTION LEVEL OF RESPONDENTS ON LUXURY & SPACIOUS

The below table shows that the level of satisfaction of the respondents on
Luxury and Spacious of Maruti vehicle

No. of
S. No Luxury & Respondents Percentage

  Spacious    

1 Very satisfied 81 81

32
 2 Satisfied 15 15

3 Indifferent 04 04

4 Dissatisfied 00 00

       

Total No. of Respondents 100 100%

 
Customer Satisfaction Survey of Maruti Udyog Ltd.
And a production level of 1 million four-wheeled vehicles a year, plus
afurther 5 million two- and three-wheelers.  T h e i m p l i c a t i o n s , m ar k e t
d r i v e r s a n d s c o p e o f a f u t u r e m a s s i v e I n d i a n vehicle market are covered
in the India Strategic Market Profile, a brand-new forecast of Indian automotive
and related activity to 2020. Based
onM a x   P e m b e r t o n ' s   u n i q u e   r e l a t i o n a l   l o n g - t e r m   f o r e c a s t i n g  
m o d e l ,   i t forecasts car and CV sales, demographics, materials usage, auto
industrye m p l o y m e n t ,   a n d   e x p l a i n s   t h e i r   i n t e r -   y e a r   o f   h e a l t h y   gr o w t
h in auto industry.

3.1.SCOPE OF THE STUDY

The Sample Size is Limited, So as to give the accurate information regarding

Customer Satisfaction.

33
The scope is very limited, because attitude & expectations of the people change
according to the time & situation.

The study is conducted only for 30 days.

Consistency was lacking with regard to the information given by few customers.

The study is restricted to the certain area, so it could not give whole picture about
GHAZIABAD or India.

3.2.OBJECTIVES OF THE STUDY

The study has been conducted in the twin cities the respondents chosen randomly
the sample size has been limited to 100, which may restrict to scope of complexity
of the study. The scope of the project could be broadened if the project duration is
extended and the strength be raised.

·To know the Level of Customer Satisfaction on Sales of Maruti Vehicle.

·To know the Customer Satisfaction on Performance of Dealer.

·To know whether the dealer renders after sales service, and if he, how far the
consumers are satisfied with services rendered by dealer.

·To know the motivated factors to buy the MARUTI vehicle.

·To know the factors that influences the customer, to switch the brand.

·To know the customers are satisfied with price and service network

·To know the whether Maruti performance matching with the customer
expectations.

3.3 Resarch Design

CUSTOMER SATISFACTION SURVEY

34
A company may not conclude that it can get a full picture of customer
satisfaction and dissatisfaction by simply running a compliant and suggestion
system. Companies cannot use complaint level as a measure of customer
satisfaction. Responsive companies obtain a direct measure of the customer
satisfaction by conducting surveys. They send questionnaires or make phone
call to random sample of their recent customer to find out how they feel
about various aspects of the company’s performance.

They will solicit buyer’s view on the competitors. Customer Satisfaction can
be measured in a number of ways.

It can be measured directly by asking indicate how satisfied you are with
service X on the following scale.

Highly Dissatisfied Dissatisfied Indifferent Satisfied

Highly Satisfied

Respondents can be asked as well to rate how much they expected of a

certain attribute and also how much they expected it. (Derived Satisfied)

Another method is to ask respondents to list any problems they have had with
the offer and to list any improvements they could suggest. (Problem
Analysis).

Finally, companies could ask respondents to rate various elements of the

offer in terms of the importance of each element and how well the
organization performed each element. (Importance, Performance rating).

35
The last method helps the company to know if it is under – performing on
important elements and over – performing on relatively unimportant
elements.

While collecting customer satisfaction data it would be useful asking

additional questions to measure the customer’s repurchase intention. This
will normally be high if the customer satisfaction is high.

It would be useful to measure the likelihood or willingness to recommend the

company and brand to other persons. A high positive word or mouth score
indicates that the company is producing high customer satisfaction

Ghost Shopping:

Companies can hire persons to pose as potential buyers to report their

findings on strong and weak points they experienced in buying the
company’s and competitors product.

Lost Customer Analysis:

Companies should contact customers who have stopped buying or have

switched to another supplier to learn why this happened.

Satisfaction:

Satisfaction is a function of perceived performance and expectation. If the

performance matches the expectations the customer is satisfied. If the
performance exceeds the expectations the customer is highly satisfied and
delighted. If the performance does not match the expectations the customer is
36
dissatisfied. Satisfaction is a person’s feelings of pleasure or disappointment
resulting from comparing a products perceived performance (out-come) in
relation to his/her expectation. The link between customer satisfaction and
customer loyalty is proportional. The key to generating high customer loyalty
is to deliver high customer value. A company’s value proposition is much
more than it’s positioning on a single attribute. Most of the successful
companies are raising expectations and delivering performances to match.
These companies are aiming for TCS – Total Customer Satisfaction.
Customer satisfaction is both a goal and a marketing tool. Companies that
achieve high customer satisfaction ratings make sure that their target market
is known.Customer Satisfaction may be defined as a qualitative measure
where in a customer experiences various degrees of satisfaction until the
performance of the product matches his expectations.

Product & service features along with emotions of customer play a vital role
on level of satisfaction.

American Customer Satisfaction Index (ACSI), developed by researcher at

the National Quality Research Center at the University of Michigan, is a
measure of quality of goods and services as experienced by consumers.

Methods of measuring Customer Satisfaction are;

·Complaint & Suggestion Systems

·Customer Satisfaction Survey

·Ghost Shopping

37
·Lost Customer Analysis

The study is to find out the level of Customer Satisfaction on sales towards the
Maruti vehicle. And to find out the Satisfaction on the performance of ROHAN
motors.

To find out this, I have done the survey.

Customer Survey: Finding out the customer satisfaction on sales towards Maruti

vehicle with reference to Maruti Suzuki Udyog Ltd.

Finding out the customer satisfaction on dealership performance towards ROHAN

Motors Ltd.

For this survey, I have prepared a questionnaire; through this I collected data from
customers.

3.4 Sampling Techniques

To start with, let’s have a look on some basic terminology

• Population

• Sample

• Sampling

Population is the collection of the elements which has some or the other
characteristic in common. Number of elements in the population is the size of the
population.

Sample is the subset of the population. The process of selecting a sample is known
as sampling. Number of elements in the sample is the sample size.

38
Not all the victims will respond to the questions asked so researchers can contact
people they know or volunteers to get in touch with the victims and collect
information

Helps in situations where we do not have the access to sufficient people with the
characteristics we are seeking. It starts with finding people to study.

3.5 Limitations
Due to the following unavoidable and uncontrollable factors the results might not
be accurate. Some of the problems might face while conducting the survey are as
follows :-

• Certain open-ended questions have been put in the questionnaire to give

respondentd freedom to express their perception.

• Time and cost constraints were also there.

• A sample size of 100 has been used due to time limitations.

• The data has been collected from the smaller towns could not be judged.

• All the data has been collected at random but it is always liable for biasness.

• The primary data has been collected from the middle and upper section of
the society.

39
 CHAPTER - 4
DATA ANALYSIS AND INTERPRETATIONS
Customer Satisfaction Survey of Maruti Udyog Ltd.

96% said that there overall opinion about maruti was that it is very good while 4%
said that it is good.

How likely would you recommend maruti?

90% people said they would very likely recommend maruti to other people and
10% said they would likely recommend maruti to others

What is your overall opinion about Maruti ?

  No. of  
Choice Respondents Percentage
Strongly disagree 0   0%
Disagree 0   0%
Neither agree nor disagree 0   0%
Strongly Agree 4   4%
Agree 96   96%

75% said that they were aware about maruti finance and 25% said that they were
not aware of it.
  No. of  
Autocard Respondents Percentage
Yes 84   84%
No 16   16%

40
 Acc
ording to Maruti

“A customer is the most important visitor on our premises He is not dependent on

us ,

41
We are dependent on him,
He is not an interruption on our work, He is the purpose of it.
He is not an outsider on our business, He is part of it.
We are not doing him a favor serving him, He is doing us a favor by giving us the
Opportunity to do so”

How you communicate  

Your words 7% 
Your voice 35% 
Your body language 58% 
Moments of truth    
Expectation---------------satisfaction---------------------reality
If you get what you expected  
Expectation---------------dissatisfaction---------------- reality
If you get less than you expected
Expectation---------------delight-------------------------- reality
If you get more than you expected

When customers don’t complain they go somewhere else………. Customers don’t

complain. They pass on their dissatisfaction to their colleagues , family ,
greengrocer, suppliers , consultants, managers , sports club, grandparents,
neighbours, director, to you…….

  No. of  
Knowledgeable Salesperson Respondents Percentage
Strongly Disagree 0   0%
Disagree 0   0%
Neither Disagree Nor Agree 0   0%
Agree 86   86%
Strongly Agree 14   14%
86% people agreed that the sales persons are knowledgeable

42
Customer Satisfaction Survey of

Maruti Udyog Ltd.

Employees spent enough No. of  

time with you during sales Respondents Percentage

Strongly Disagree 0   0%

Disagree 4   4%

Neither Disagree Nor Agree 0   0%

Agree 62   62%

Strongly Agree 34   34%

43
Customer Satisfaction Survey of
Maruti Udyog Ltd.

According to Maruti

“A customer is the most important visitor on our premises He is not dependent on

us ,
We are dependent on him,
He is not an interruption on our work, He is the purpose of it.
He is not an outsider on our business, He is part of it.
We are not doing him a favor serving him, He is doing us a favor by giving us the
Opportunity to do so”

How you communicate  

Your words 7% 
Your voice 35% 

44
Your body language 58% 
Moments of truth    
Expectation---------------satisfaction---------------------reality
If you get what you expected  
Expectation---------------dissatisfaction---------------- reality
If you get less than you expected
Expectation---------------delight-------------------------- reality
If you get more than you expected

When customers don’t complain they go somewhere else………. Customers don’t

complain. They pass on their dissatisfaction to their colleagues , family ,
greengrocer, suppliers , consultants, managers , sports club, grandparents,
neighbours, director, to you…….

Bargaining Power of Buyers-

The bargaining power of buyers of firms in an industry constitutes the ability of

buyers, individually or collectively to force a reduction in the prices of products
and services, demand a higher quality or better services or to seek more value for
their purchases in any way . If the purchasing power of buyers is low then it

45
enables a firm to pass on cost increases to buyers or to make the buyers accept a
low quality of product / service at a higher price.

As in the automobile industry the switching costs of buyers is low the bargaining
power of buyers is more and they are sensitive to price increases. A car constitutes
a higher percentage of a buyer’s cost so an increase in the price would make the
buyer goto any other brand.

Bargaining power of suppliers-

Bargaining power of suppliers constitutes their ability, individually or collectively,

to force an increase in the price of the products or services or make the buyers
accept a lower quality of product or level of service a higher supplier bargaining
power constitutes a negative feature for existing firms or new entrants of an
industry. A low supplier bargaining power enables a firm to negotiate price
increases in its favor or to make the suppliers offer higher quality of inputs at a
lower price. Suppliers have the ability to integrate forward and backward. But the
product is expensive so cannot ignore the customer and has to provide better
product like in India now even the B segment cars have advanced technology
features like airbags, anti braking systems,etc. Bargaining power in this industry in
not very high for the suppliers as there in intense competition and substitutes are
easily available. Switching costs are low so more discounts are available and also
the prices are reduced to fight competition. The raw material is expensive like steel
due to the demand still companies are trying to reduce the cost of production.

46
Steps to be followed after receiving customer complaint:

Firstly customer acre manager gives a control number to all complaints received
and records the same in the customer complaints control register.

Then customer acre manager gets in touch with the customer over the phone and
expresses regret on the inconvenience faced by the customer

Immediate action is taken to ensure that the customer complaint is resolved and
writes a letter of apology

The customer care manager along with the concerned DSE, then visits the
customer, hands over the letter and takes satisfaction note from the customer

Then he sends a copy of the letter and the satisfaction note to Maruti Udyog Ltd.
And also files a copy of the same in the customer complaints register/file.

Then the CCM discusses the customer complaints in the weekly meeting with the
general manager on SSI with the entire showroom staff. Necessary counter
measures are taken to ensure that such complaints are not repeated in future.

All sales staff and managers review customer care activities on daily, weekly and
monthly basis. The SSI review meet is conducted regularly.

47
 CHAPTER - 5
FINDINGS AND CONCLUSIONS

FINDINGS

·We observe that awareness is mainly from the friends/relatives with 47%.

·It is concluded that 34% of them say that price is crucial, 53% of them say
mileage.

·Most of the respondents believe that Maruti is good

·48% respondents take their own decisions and 36% through family members

·78% people are very satisfied with quality and technology

·Most of the people are very satisfied with luxury and spacious

·57% respondents feel the price is very low, 68% of feel the price of spare parts is
less

·78% respondents feeling on convenience of service network of Maruti.

·45% respondents use their vehicle mostly and the purpose of the vehicle has been
purchased.

·68% respondent’s expectations on Maruti vehicle to keep it for 4-8yrs

·68% respondents feel comfortable while driving the Maruti vehicle.

·59% respondents feel on the total performance of the Maruti vehicle when
compaired to the other brand cars.

·95% respondents get information regarding the service offered by the company to
them.
48
·79% respondents are given best ranking for ROHAN motors dealership

·62% of the respondents said that performance of the executives is good

·95% of the respondents are ready to recommend ROHAN Motors to relatives and
friends

Customer Satisfaction Survey of

Maruti Udyog Ltd.

Field of Survey:

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

Analysis:

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

Limitations of the Study:

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

Detailed and structured questionnaire was designed. Survey a sample of 100

customers.
The methodology developed was Primary and Secondary research.
The questionnaire was designed to get information from customers about their
satisfaction and overall opinion

49
CONCLUSIONS

Most of the buyers are professionals and business people using the Maruti cars
Most of the respondents are saying that main reasons for buying Maruti are trust
worthy and good for Indian roads.
97% of the respondents are satisfied with the quality & technology.
96% of the customers are satisfied with luxury & spacious.
About 94% the customers feel that the price of vehicle is affordable
99% of the respondents are highly satisfied with service network of Maruti.
. 45% of the respondents use there vehicle to take there family out and 44% use for
going to office.
Many of the Maruti car buyers are high middle class people, like to keep there
Vehicle 4years above. But professionals and business people like to change there
Vehicle after 2years.
Many of the respondents are satisfied with regard to mileage.
75% of the respondents are satisfied with overall performance of the vehicle and
25% of the users are constant.
80% of the respondents said that the vehicle is delivering on time and 20% of the
respondents are not satisfied with vehicle delivery.
70% of the respondents said the performance of the executives was good, 23% of
the respondents said ok.
95% of customers feel that they are getting information regarding free service
provided by the Maruti.
98% of the respondents are saying that ROHAN MOTORS performance is
Outstanding.

ROHAN Motors are delivering the vehicle ay promised time.

50
All the respondents are saying that, they are willing to recommend the ROHAN
Motors dealer to others.

SUGGESTIONS
Maruti Company has to frame new strategies to gain all the potential customers.

Maruti dealers have to come up some potential activities, schemes and offers to
attract people.

Dealers should come up with ease in documentation for financing the customer.

Service advisers need training and motivate them.

Maruti has to improve the different promotional activities through effective

media.

Analysis:

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

Limitations of the Study:

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

Detailed and structured questionnaire was designed. Survey a sample of 100

customers.
The methodology developed was Primary and Secondary research.

The questionnaire was designed to get information from customers about their
satisfaction and overall opinion about Maruti.

51
 QUESTIONNAIRE
Dear Sir,
I am the student of GGSIPU, conducting a survey on MARUTI in twin cities.
I would like to share some views and ideas with you.
Name: …………………………………
Profession: …………………………………
Address: ………………………………………………
………………………………………………
1. Which model MARUTI car do you own………?

· ALTO 800 ( )
· Omni ( )
· Alto K10 ( )
· RITZ ( )
· Wagon-R ( )
· Swift ( )
· Swift Desire ( )
· CELERIO ( )
· CIAZ ( )

2. How did you come to know about MARUTI cars……?

52
 Newspapers ( ) Magazines( ) TV ads ( )

Friends/Relatives ( ) Any other……………  

3. What attracted/prompted you to buy MARUTI among all other brands…?

(Please rank……)

Brand image( ) Service network ( )

Mileage() Price ( )

4. Who influenced in buying the car you own……?

Your self ( ) Family ( )

Advertisement ( Friends ( )  

5. How do you feel on MARUTI quality and technology……?

Very satisfied ( ) Satisfied ( )

Dissatisfied ( )  Indifferent( )  

6. How do you feel about your MARUTI is luxury and spacious……?

Very satisfied ( ) Satisfied ( )

Dissatisfied ( ) Indifferent( )  

7. Price of your MARUTI vehicle……?

High ( ) Reasonable ( ) Low ( )

8. Price of spare parts to your MARUTI……?

  High ( )   Reasonable ( ) Low ()    

9. Convenient of service network……?        

  Very convenient ) Moderate convenient ( ) Inconvenien ( )

53
 ( t

Main purpose of that you will use your car

10. for……?        

  Office ( )   Family ( ) Long drives ( )

  Shopping ( )          

11. How long you will use this vehicle……?        

  1-2 Yrs ( )   2-4 Yrs ( )   4-8 Yrs ( )

  8 Yrs & above ( )        

12. How do you feel when you drive yours MARUTI car……?  

More comfortable ( ) Comfortable ( ) Less comfortable ( )

Uncomfortable ( ) below average ( )

   

13. Do you have any suggestions for the MARUTI as well as ROHAN MOTORS

....................................................................................................................................

....................................................................................................................................

...........................................................................

54
 BIBLIOGRAPHY

NAME OF THE BOOKS

1. C.R. Kothari Research methodology Methods & Techniques. 2\e Vishwa

prakashan. .

2. Phillip Kotler Marketing Management 11\e Pearson. .

3. Phillip Kotler Marketing Management 12\e & 13\e Pearson.

4. Kerin. Hartley & Rudelius: Marketing the Core. McGraw-Hill, Irwin.

5. Phillip Kotler and Kelvin Lane Marketing Management 12\e Pearson Education.

WEBSITES
1. Www.learn marketing.com

2. Www.maruti Suzuki.com

3. Www.gurusoftware.com

4. Www. Wikipedia.com

MAGAZINES
Business Today: Customer value, satisfaction, loyalty and switching costs:

55