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Comparison of the level of

satisfaction of the users of
WagonR and Santro Car
Submitted in partial fulfillment of
Master of Business Administration (MBA)
Program: 2015-16
Of

KHANDELWAL COLLEGE OF
MANAGEMENT SCIENCE &
TECHNOLOGY
Submitted To:
Mr.Vishal Sharma
(Faculty of Management)

Submitted By:
AJAY KUMAR
MBA VI Sem

ACKNOWLEDGEMENT
The success of this final report is the outcome of
Guidance and valuable suggestions provided by all the
concerned without whom the report could not fide on the
right back.
I would like to express my sincere gratitude to
Director of Khandelwal College of Management Science
and Technology for giving me an opportunity to do this
project work.
I express my sense of deep gratitude to
Mr.Vishal Sharma for their inclusions and timely
suggestions in the preparation of this final report.
Finally, I will be failing in my duty, if I do not
thank my parents, friends and well wishers for their
enthusiastic support and who have directly or indirectly
helped in some way or the other in making this final
report a success.

DECLARATION
I Ajay Kumar hereby declare that the study titled “Comparison of the
level of satisfaction of the users of wagon-r and santro car “being
submitted by me for the partial fulfillment of the requirement for the
award of “MASTER OF BUSINESS ADMINISTRATION” by” The
whole study is a record of my own work.

SUGGESTION 10. CUSTUMER SATISFACTION 3. INTRODUCTION & COMPANY PROFILE 4.CONTENTS 1.O. S.T ANALYSIS 5. QUESTIONNAIRE . OBJECTIVE 2. FINDING 8. CONCLUSION 9. DATA ANALYSIS 7.W. METHODOLOGY 6. BIBLIOGRAPHY 11.

 To know the demand of Automobiles.  To know the various strategies used by Wagon-R and Santro to attract maximum number of customers.  To know which company offers better cars. better after sales services and by which company cars customers are satisfied most.  To know the trend in Market.Objective of Study  A comparison of the level of the satisfaction of the users of wagon-r and santro car. .  Competition from other car manufacturers.

. The study measures overall satisfaction in five factors. service facility and service initiation. with significant improvements achieved across all five factors. To know which car is more demanded by Customers. vehicle pick-up. Hyundai is also the most improved brand in the study. Overall customer satisfaction is measured on a 1.  Through which strategies maximum customers are attracted . while Hyundai and Honda scored 833 and 825 respectively. The study also calculated the satisfaction level among the vehicle buyers who visited the authorised service centre for maintenance/repair work within the first 2 years of vehicle ownership.service quality. where Maruti scored highest 876. the country's largest car maker has ranked highest in customer satisfaction with dealer service for a 14th consecutive yearrated by a market researcher JD Power Asia Pacific. service advisor.000-point scale. It is also stated that the overall quality of service showed a consistent strong performance across the auto industry year over year. Customer Satisfaction Maruti Suzuki.

Speaking on the same. "The quality of service remains consistently high. JD Power Asia Pacific Executive Director Mohit Arora."While 93 percent of owners indicate that the work was done correctly the first time. . examines satisfaction among vehicle owners who visit an authorized dealership service centre for maintenance or repair work between the first 12 to 24 months of vehicle ownership. 71 percent of owners indicate that their vehicles were returned cleaner after the service--a 7 percent increase from 2012". said. The study. now in its 19th year. evidence that the automakers and their dealer networks are working hard to make service a satisfying experience for their customers".According to JD Power Asia Pacific. dealerships have been able to effectively manage and deliver on customer expectations. The study was fielded from May to August 2013 and includes owners who purchased their vehicle between May 2011 and August 2012. There is an increase in manufacturers that are focused on delivering a high-quality after-sales experience to customers. which is consistent with 2012 results. he added. "With enhanced dealership facilities.477 vehicle owners." Arora said. better network reach and rigour in process implementation. The 2013 India Customer Service Index Study is based on evaluations from 7.

and Mahindra & Mahindra led to steadily increasing vehicle production in India.HISTORY OF INDIAN AUTOMOBILE INDUSTRY PRE.LIBERALIZATION PERIOD Since Independence The Car Industry was closely monitored and controlled by the government till 1981. while the 1960s witnessed the establishment of the two. But between 1970 to the economic liberalization of 1991. the arrival of Tata Motors.and three-wheeler industry in India. Hindustan Motors (HM) and Premier Automobile (PAL) that were set up in 1940's dominated the vehicle market and industry. the automobile industry continued to grow at a slow pace due to the many government restrictions. However. Limited choices were available to the car buyers due to the limited manufacturers and tight supply. In the 1950s. the automotive industry witnessed tremendous growth after the entry of Maruti Udyog in the 1980s. In 1981 the government decided to review their car industry policy and found that the segment was neglected and there was a big market . Bajaj Auto.

40. almost all of the major global players are present in India. That was a revolutionary step taken for the car industry in India. The existing cars available in the market were costly and technically less sound with compare to international standard. and formed a company named Maruti Udyog Limited (MUL). of which 16 are for manufacture of cars. This development was a big shock to the existing car manufacturers and they also rushed to improve and increase their product line. The automotive industry is today a key sector of the Indian economy and a major foreign exchange earner for the country. Then government initiated dialogues with Suzuki Motors. Today. finalized a joint venture. Government . 17 new ventures came up.000/-. The initial venture was between Government of India with a share of 74% and Suzuki Motor with a share of 26%. a Japanese car manufacturing company. In 1983 MUL launched its first car in India (Maruti 800) with a price tag of Rs.available for cars. After the lifting of licensing in 1993 by government.

As the Indian vehicle production industry has grown. A surge in economic growth rate and purchasing power led to growth in the Indian automobile industry. Now getting permission to produce cars in India is easier and new entrants are coming almost every year.1981 was the year when government taken a revolutionary initiative to review and reform its policy related to car industry. availability of skilled labor has attracted almost all major global auto . Government has also imposed heavy imposed heavy import duties on imported vehicles to safeguard the car manufactured locally. India's automotive components industry is being urged by the government to partner with overseas firms with the aim of making India a platform for outsourcing as well as a global R&D hub. which grew at a rate of 17% on an average since the economic reforms of 1991. The positive demographic factors. low manufacturing costs. stable macro-economic environment and pro-reform policies of the government. the automobile section underwent deli censing and opened up for 100 percent Foreign Direct Investment.LIBERALIZATION PERIOD Following the economic reforms of 1991. POST. But the global auto industry's search for lower cost and more international outsourcing has led to a sharp growth in component output and exports in recent years. so has the domestic supplier industry.

The consumers.CR-V BMW Cars:. Genesis. X3. It has also enabled to keep the prices of the vehicles under check.ix20. 5 Series. Stellar. Major Manufacturers in Automobile Industry and their Cars Hyundai Motor India Ltd.Jazz. Cars:Atos/Atoz/SantroCoupé/Tiburon/Tuscani.Sonata/i45. Ford.Scoupe. Elantra/Avante/Lantra.Veloste Honda Cars:. technologically advanced cars and better service from the car manufacturers. Daewoo.Pony. Other Automobile Companies are:Skoda Toyota Hindustan Motors .Dynasty. in turn.i30/i30cw/Elantra Lavita/Matrix.i10.Getz/Click/Getz.GenesisCoupe. 7 Series.Excel.i20. Honda and Toyota The intense competition has compelled the manufacturers to launch the latest global offering in India as early as possible.X5. City.players making their way into India like GM.X6 and Z4.Equus/Centennial. Civic.Honda Brio.X1. Accord. 6 Series.Santamo.3 Series. Eon.1 series. have benefited from wide choice of models.

a subsidiary of Suzuki Motor Corporation of Japan. which had developed world class capabilities in small cars by that time. Suzuki grabbed the opportunity with both hands and formed a joint venture with govt. but Suzuki.It was not Toyota. located some 25 km south of New . The obvious place to shop for technology was Japan. which would within buying reach of Indian middle class. or Honda . called Maruti Udyog. a much smaller company with strong capabilities in making small cars. or Nissan. Its manufacturing plant.Ford Toyota Mahindra and Mahindra General Motors Mercedes Maruti Suzuki’s Profile In early 1980s Indian decided produce small be to Govt a car. has been the leader of the Indian car market for about two decades.three largest player in Japan. Maruti Udyog Limited.

Maruti rolled out its 1st car.Delhi in Gurgaon. a joint venture between Suzuki and Indian Govt. dominated India’s automobile market with 54% market share and with annual production capacity of 5lac cars. The company dominated Indian Small car market with a share of 100% in A seg. Maruti Udyog. has an installed capacity of 3. with a capability to produce about half a million vehicles.000 units per annum. In early 2003.50. 45% in B seg and 86% overall. The company has a portfolio of 18 brands. including Kizashi (Launched 2011) . Maruti 800 with 800cc engine in December 1983. This model targeted at masses and was lanuched as “People’s car”.

Grand Vitara (Launched 2007) SX4 (Launched 2007) .

Estilo (Launched 2007) Swift (Launched 2005) .

Wagon R (Launched 1999) Omni (Launched 1984) Gypsy (Launched 1985) .

Alto (Launched 1997) 800 (Launched 1983) .

will compete with Toyota Innova. In keeping with its leadership position. In recent years. Maruti's contribution as the engine of growth of the Indian auto industry. is widely acknowledged. . and Tata Sumo Grande. Maruti XA Alpha based compact SUV to compete with the Ford EcoSport & Renault Duster will be launched in the year 2014. In early 2012.Maruti Ertiga. indeed its impact on the lifestyle and psyche of an entire generation of Indian middle class. Suzuki Ertiga will be exported first to Indonesia in Completely Knock Down car. Maruti has made major strides towards its goal of becoming Suzuki Motor Corporation's R and D hub for Asia. Maruti supports safe driving and traffic management through mass media messages and a state-of-the art driving training and research institute that it manages for the Delhi Government. Mahindra Xylo. seven seater MPV R3 designed and developed in India.

Bhargava Chairman  Date of Birth : 30th July 1934 Education:  Indian Administrative Services (1st in batch)   Master of Sciences in Mathematics from Allahabad University   Master of Arts in Developmental Economics from Williams College. Board of director Mr. Maruti Insurance and Maruti Finance are now fully operational. USA .The company's service businesses including sale and purchase of pre owned cars (TrueValue). MA. C. R. lease and fleet management service for corporates (N2N). Williams Town.

Maruti Udyog Limited   1998 : President and CEO of RCB Consulting Private Limited. Maruti Suzuki India Limited (MSIL). 92-97 Managing Director. (Formerly Maruti Udyog Limited)   2003 : Director. Bharat Heavy Electricals Limited . Maruti Udyog Limited   1984-85 : Joint Managing Director Maruti Udyog Limited   1981-83 : Director (Marketing). Maruti Udyog Limited   1985-90.Professional Experience:  2007 till date: Chairman. a management and human resource consultancy outfit with various domestic and international clients   1990-92: Chairman & Managing Director. Maruti Udyog Limited   1979-81 : Director (Commercial).

Ministry of Energy Other Board Membership:  Dabur India Limited   Global Education Management Systems Private Limited   Grasim Industries Limited   IL&FS Limited   Optimus Global Services Limited   Polaris Software Lab Limited  . Cabinet Secretariat.  1977-78 : Joint Secretary. Government of India   1974-77 : Joint Secretary of Government of India.

 . Ayukawa joined Suzuki Motor Corporation in 1980. Japan. RCB Consulting Private Limited   Taj Asia Limited   Thomson Press Limited   Ultra Tech Cement Company Limited Mr. Japan and in the Group's overseas operations. Kenichi Ayukawa Managing Director & CEO  A Law graduate from Osaka University. Ayukawa has handled several key assignments at Suzuki Motor Corporation.   Born in 1955. Mr. Mr.

Osamu Suzuki Director  Date of Birth: 30th January 1930 Education:  Graduate from the faculty of Law. Japan.   He served as Director on the Board of Maruti Suzuki India Limited from July 2008 to March 2013. Ayukawa served as Managing Director of Pak Suzuki Motor Company from May 2004 to June 2008.   Before taking charge as the Managing Director at Maruti Suzuki India Limited he served as Managing Executive Officer and Executive General Manager. Mr. Mr. Global Marketing at Suzuki Motor Corporation. Chuo University .

Suzuki Motor Corporation   1966: Director and General Manager. Suzuki Motor Corporation   1978: President & CEO. Suzuki Motor Corporation   1973: Senior Managing Director. Maruti Suzuki India Limited (Formerly Maruti Udyog Limited)   2000: Chairman & CEO.Professional Experience:  2002 till date: Director. Suzuki Motor Corporation   1963: Director. Suzuki Motor Corporation   1958: Joined Suzuki Motor Company Limited Other Board Membership:  Suzuki Motor Corporation . Suzuki Motor Corporation   1967: Managing Director.

  Suzuki Powertrain India Limited SWOT Analysis .

Opportunities  Fast growing automobile market. Weaknesses  Stagnated market share due to international brands.  No exclusive product offering to attract the customer. .  Increasing purchasing power parity.  Good advertising and high brand visibility.Strengths  Maruti brand has been in Indian market leader since a long time.  Available in various color variants with low maintenance and high mileage. Threats  Intense competition.

1. HMIL presently markets 54 variants of passenger cars across segments. The Santro in the B segment. Government regulations and increasing fuel prices. registered total sales of .  Improvement in public transport. Hyundai Motor India Ltd. the Sonata Embera in the E segment and the Tucson in the SUV segment. the Getz Prime. Hyundai Motors Profile Hyundai Motor India Limited (HMIL) is a wholly owned subsidiary of Hyundai Motor Company. continuing with its tradition of being the fastest growing passenger car manufacturer. i10.Eon and the Premium hatchback i20 in the B+ segment. the Accent and the Verna in the C segment. South Korea and is the second largest car manufacturer and the largest passenger car exporter from India.

Hyundai Motor Co. raising HMIL's total production capacity to 600. Kaizen.000 dealerships and showrooms. The production management processes at Hyundai Motor India are overlaid with an organization-wide implementation of manufacturing best practices like Just-in-time inventory management. Hyundai Motor Company.Korea. HMIL's manufacturing plant is located near Chennai which has advanced production quality and testing capabilities in the country.6%percent with 30402 units in 2011. an increase of 41.000 people worldwide. Hyundai vehicles are sold in 193 countries through some 6.25 units in 2011. HMIL currently has 329 strong dealer network across India. has been doing considerable work on sustainable Environment Management . while overseas sales grew by 11. Apart from expansion of production capacity. In the domestic market it clocked a growth of 13. S. The .6% percent over CY 2010. Employing over 75. with exports accounting for 240.000 units per annum.2 percent. has grown into the Hyundai-Kia Automotive Group which was ranked as the world’s fifth-largest automaker in 2007 and includes over two dozen auto-related subsidiaries and affiliates.000 units per annum. TPM and TQM. the parent of HMI.039 units vehicles in the calendar year (CY) 2011. that help us in making the world's best cars. Hyundai Motor Company was established in 1967. right here in India.616. HMIL started its second plant in February 2008 which produces an additional 300. Inorder to provide the Indian customer with global technology.

use to disposal and has been awarded the ISO 14001 certification for all its three major plants in Ulsan. Asan and Jeonju in S.Korea. sales.company has a well defined framework in place for developing products that reduce pollutant emissions and processes for preservation of natural resources and energy along all the stages of the product lifecycle from production. Hyundai deals in wide variety of cars which includes Santro Eon .

i20 i10 .

Centennial Lantra .

Dynasty .

When the conglomerate split into several parts in 1999.Board of director Chung Mong-koo (born March 19. He is the eldest surviving son of Chung Ju-yung's eight sons. Chung Mong-koo took over the Hyundai Motor business. Chung Juyung. the largest carmaker in South Korea. in Gangwon Province) is the chairman of Hyundai Motor Group. founder of what would become the Hyundai Conglomerate. The Hyundai Motor Group consists of 42 subsidiaries and is the second largest Chaebol in South Korea. 1938. . Chung succeeded his father.

Education  Graduated.  1996–1998: Chairman of Hyundai Group  1987–1998: CEO. Incheon Iron & Steel  1981: CEO.He was convicted of embezzlement and breach of fiduciary duty in February 2007. a marketing agency. Hyundai Pipe  1977: CEO. & Kia Motors Corp. .8 billion according to Forbes. Hyundai Motor Service  1986: CEO. his net worth was $6. Kyungbock High School  Bachelor of Science in industrial engineering. with his eldest daughter Chung Sung-yi. but was given a suspended sentence and was fully pardoned by President Lee Myung-bak. As of March 2014. Hyundai Precision & Industry He also owns Innocean. Hanyang University Professional experience  2000–present: Chairman & CEO of Hyundai Motor Co.

South Korea in 1984.Hyundai India Motor Ltd. After Sales Service . Retail & Channel Finance  Used Cars Business. Y K Koo is the Managing Director of Hyundai Motor India Limited. Sales & After Sales Service Process Improvement  Sales Training & Development. He was one of the founder members of Hyundai Motor India’s operation in 1997 and played a key role in building Sales and Marketing operation from 2008-2011. working on different assignments with HMC at various Global Locations.Core area of expertise includes:  Sales & Sales Planning. Mr. Customer & Channel Satisfaction. Mr. He had served in Hyundai Motor India in his earlier stint for over 9 years in two different roles during the period of 1997-2001 and 20082011 respectively. Prior to Hyundai Motor India he was the General Director & COO of Hyundai Motor (CIS) for 5 years. Managing Director & CEO Mr. Brand Promotions & PR  Corporate & Rural Sales. His experience with Hyundai Motor is over a period of 31 years. Product Planning  Network Expansion & Development  Sales Strategy & Marketing Strategy Development  Marketing. Y K Koo . He joined Hyundai Motor Company. Y K Koo has global experience in Sales and Marketing in world markets.

 The original powerful sporty small car. Management Information System & Dealer Management System SWOT Analysis Strengths  Good dealership and brand visibility. Opportunities .  Good servicing .  Percieved as a car used in the car rental industry. Sales Distribution & Logistics.  Strong advertising. Weaknesses  Old brand with lesser innovations in design and technology.

 Leverage strong brand name by more advertising.  Improvement in public transport. Threats  Intense competition.Bareilly .. Increasing purchasing power and growing target base. RESEARCH METHODOLOGY  Research Type:.  Newer innovations.Descriptive  Research Area:.  Government regulations and increasing fuel prices.

Internet .50(WagonR-25/Santro-25)  Sampling Technique:-Convenience Sampling  Sources of Data:. Sample Size:.Questionnaire Secondary Data:.Primary & Secondary Data  Data Collection Techniques:- Primary Data:.

ANALYSIS & INTERPRETATION
OF DATA FOR WAGON-R AND
SANTRO

Q.1) How long you have been using Wagon R car?

28%

32%
0-1 Year

1-5 Years

More than 5 Years

Out of sample of 25 people, 7 people
are using wagon R car from less than
1 year, 8 people are using it since 5
years and rest 10 people are using it
for more than 5 years.

40%

Q.1) How long you have been using santro car?

28%

24%

0-1 Year
1-5 Years

48%

More than 5
Years

Out of the 25 people , 6 people are
using santro car for less than 1 year,
7 people are using it since from 5
years and rest 12 are using it for
more than 5 years.

Q.2) How you will rate the looks (asthetics) of your
car?

12% 16%
24%

Highly
attractive
Good

48%

Average
Can't say

Out of sample of 25people, 4 people are
highly attractive with the looks of the car,
6 people rate it as average, 12 people rate
the looks of the car as good and rest 3
people can not say anything about it.

Q.2)How you will rate the looks (asthetics) of your
car?

3) What do you think about the brand image of your the brand image of the car is high. 8 people rate the looks of the car as good and rest 5 people can not say anything about it. 7 people rate it as average. 5 people thinks that Q.12 people thinks that the brand image of the car is high.3) What do you think about the brand image of your car? 12% High 48% 40% Good Poor Out of sample of 25 people.20% 20% Highly attractive Good 32% 28% Average Can't say Out of the 25 people. . 10 people thinks it as good and rest 3 people thinks that the car’s brand image is poor. 5 people are highly attractive with the looks of the car. 8 people thinks car? it as good and rest 12 people thinks that the car’s brand image is poor. Q. Out of the 25 people.

3 people are dissatisfied about the technology and rest 4 people are highly dissatisfied. 10 people are satisfied.4) How much are you satisfied with the technology of your car? 16% 12% 32% Highly satisfied Satisfied dissatisfied 40% Highly dissatisfied Out of sample of 25 people.20% 48% High Good 32% Poor Q. 8 people are highly satisfied with the technology of the car. Q.4) How much are you satisfied with the technology of your car? .

28% 12% 28% Highly satisfied Satisfied dissatisfied Highly dissatisfied 32% Out of the 25 people. Q.5) How you will rate the mileage of your car? 20% 28% High Average Poor 52% Out of sample of 25 people. 7 people rate the mileage of their wagonR car as high. 8 people are highly satisfied with the technology of the car. 8 people are dissatisfied about the technology and rest 7 people are highly dissatisfied.5) How you will rate the mileage of your car? . 13 people rate it as average and rest 5 people rate their car’s mileage as poor. Q. 7 people are satisfied.

Q. 9 people said that the maintenance charges of their car are high and 16 people said that they have low maintenance charges. Q.24% 40% 36% High Average Poor Out of the 25 people.6) How you will rate the maintenances charges of your car? .6) How you will rate the maintenances charges of your car? 36% High 64% Low Out of sample of 25 people. 10 people rate the mileage of their santro car as high. 9 people rate it as average and rest 6 people rate their car’s mileage as poor.

4 people said that their car’s price is costly. Q. Costly 20% 16% 24% 40% Value of money Competitiv e Can't say Out of sample of 25 people. 6 people said that price is competitive and rest 5 people can’t say anything about it. 6 people said that the maintenance charges of their car are high and 18 people said that they have low maintenance charges. .25% High Low 75% Out of the 25 people. 10 people said it is value of money.7) What is your opinion about the price of your car when compared with others in the same segment.

Q. 10 people are satisfied. 6people said that their car’s price is costly. Costly 20% 32% 24% Value of money 24% Competitiv e can't say Out of the 25 people. 3 people are dissatisfied about it and rest 4 people are highly dissatisfied. 6 people said it is value of money. 8 people are very satisfied with the availability of spare parts of car. Q.8) How much are you satisfied with availability of spars part of car? 16% 12% 32% Very satisfied Satisfied Dissatisfied 40% highly dissatisfied Out of sample of 25 people. 8 people said that price is competitive and rest 5 people can’t say anything about it.7)What is your opinion about the price of your car when compared with others in the same segment. .

8)How much are you satisfied with availability of spars part of car? 32% 16% 20% 32% Very satisfied Satisfied Dissatisfied highly dissatisfied Out of the 25 people.4 people are very satisfied with the availability of spare parts of car. 5 people are satisfied. Q.9)How much are you satisfied with after sales services schemes of the car? . 8 people are dissatisfied about it and rest 8 people are highly dissatisfied.Q.

2 people are very satisfied with the after sales services of the car.9)How much are you satisfied with after sales services schemes of the car? 8% 40% 12% Very satisfied Satisfied Dissatisfied 40% highly Dissatisfied Out of the 25 people . 5 people are dissatisfied about it and rest 2 people are highly dissatisfied.8% 20% 32% Very satisfied Satisfied Dissatified Higly Dissatified 40% Out of sample of 25 people. 10 people are dissatisfied about it and rest 10 people are highly dissatisfied. 10 people are satisfied. 3 people are satisfied.10) How you will rate the resale value of your car? . Q. Q. 8 people are very satisfied with the after sales services of the car.

11 )How do you rate the overall performance of your car? . 10 people said it is average and rest 9 people can not say anything about it. 8 people said that it’s resale value is good. 8 people said it is average and rest 4 people can not say anything about it. 2people are highly attractive towards the resale value of the car.4 people said that it’s resale value is good.16% 20% Highly attractive Good 32% 32% Average Can't say Out of the sample of 25 people. Q. 5 people are highly attractive towards the resale value of the car. Q.10)How you will rate the resale value of your car? 36% 8% 16% Highly attractive Good Average 40% can't say Out of the 25 people.

5 people said that it is average and rest 2 people said that their car’s overall performance is bad. 6 people said that the overall performance of their car is very good. .8% 32% 20% Very good Good Average Bad 40% Out of sample of 25 people. 8 people said that the overall performance of their car is very good. 10 people said that it is good. 10 people said that it is average and rest 4 people said that their car’s overall performance is bad. 5 people said that it is good. Q.11) How do you rate the overall performance of your car? 16% 24% Very good Good 40% 20% Average Bad Out of the 25 people.

20 people will recommend their friends & relatives to buy WagonR car but 5 people will not going to recommend the car to others. relatives to buy Wagon R? 20% Yes No Out of sample of 25 people.Q. 80% Q.12) Would you recommended your friends.12) Would you recommended your friends. 23 people will recommend their friends & relatives to buy santro car but 2 people will not going to recommend the car to others. relatives to buy santro? 8% Yes No 92% Out of the 25 people. .

A large no. 7. 6. 8. 12.WagonR car users were satisfied with its spars parts availability.WagonR has good resale value over Santro.FINDINGS 1. 3. 9.Santro car has competitive price in same segment. 5.Santro car has low maintenance charges.Most of people have rated to WagonR car as good car in comparison with Santro. 10.Majority of people have been used WagonR car for long period of time than Santro.WagonR car has an good brand image in their customer’s mind. 4. 2.WagonR car has good technology whereas Santro car were not satisfied for its technology. . of people may be future customer of WagonR car. 11.WagonR gives good after sales services and satisfies its customers than Santro users.WagonR car has good mileage than Santro.In case of overall performance WagonR is good in comparison with Santro.

And Hyundai should also try to increase their service centers so that customers can find it convenient. Maruti is also benefited with its goodwill and Brand name which is already there in market. Ritz but their main preference is “A” segment cars only Hyundai strategies of endorsing their products with celebrities has got a very good response but Hyundai should advertise better to create a good picture of its products by transferring the key good things about its cars. . Swift. So Maruti can use these as an opportunity to bring new and innovative car models in market and try to attract more and more customers.Conclusion Maruti suzuki is good in its marketing strategy and shows good results. Hyundai has a good tract record of having successful diesel mid size cars in its portfolio and it should encash the same opportunity to launch the diesel versions of small car before Maruti too have competitive advantage. And as Maruti has its vast network of dealers and service centers they are able to provide good after sales services and are able to maintain good relationship with customers which is their strongest point. It can be seen that Maruti is trying to attract customers from all segments by launching cars like sx4.

increase other attributes performance fuel efficient etc. TATA should work upon reducing maintenance cost . .  Hyundai should work upon increasing performance.also should introduce less price cars.  Company should provide effective finance scheme by which their customer group can be increased.  As people prefer price. fuel efficiency by which its resale value can be increased.  Fiat should increase brand awareness + promotional activities among people .  Maruti should try to maintain its market by continuously providing good attributes . fuel efficiency etc. less price car should be availed in the market with effective performance.Suggestions and Recommendations  Car companies should give more focus on making effective Advertisements. performance.

com  www. (Year). Marketing Management –Sharma Arun Magazines  Auto Drive  Indian Auto  Over Drive Websites  www.hyundai.com  www.com  www. P.Bibliography Books  Marketing Kotler.com  www.google.com .com  www.com  www. New Delhi: Publisher.marutisuzuki.autoindia.netmba.wikipedia. Marketing Management.overdrive.

Comparison of the level of satisfaction of the users of WagonR and Santro Car QUESTIONNAIRE PERSONAL DETAILS:Name: ---------------------------------- Designation : ---------------------------- Contact No. : -------------------------- Gender : --------------------------- Email: ----------------------------------------------------------------------------Q.2) How you will rate the looks (asthetics) of your car? a) Highly Attractive b) Good c) Average d) Can’t Say Q.4) How much are you satisfied with the technology of your car? a) Highly Satisfied b) Satisfied .1) How long you have been using Wagon R car? a) 0-1 Year b) 1-5 years c) more than 5 years Q.3) What do you think about the brand image of your car? a) High b) Good c) Poor Q.

12) Would you recommended your friends.7) What is your opinion about the price of your car when compared with others in the same segment.5) How you will rate the mileage of your car? a) High b) Average c) Poor Q.9) How much are you satisfied with after sales services schemes of the car? a) Highly Satisfied b) Satisfied c) dissatisfied d) Highly Dissatisfied Q.10) How you will rate the resale value of your car? a) Highly Attractive b) Good c) Average d) Can’t Say Q. a) Costly b) Value of money c) Competitive d) Can’t Say Q.8) How much are you satisfied with availability of spars part of car? a) Highly Satisfied b) Satisfied c) dissatisfied d) Highly Dissatisfied Q.6) How you will rate the maintenances charges of your car? a) High b) Low Q.c) dissatisfied d) Highly Dissatisfied Q.11) How do you rate the overall performance of your car? a) Very Good b) Good c) Average c) Bad Q. relatives to buy Wagon R? a) Yes b) No .

3) What do you think about the brand image of your car? . : -------------------------- Gender : --------------------------------- Email: ----------------------------------------------------------------------------Q.1) How long you have been using santro car? a) 0-1 Year b) 1-5 years c) more than 5 years Q.2) How you will rate the looks (asthetics) of your car? a) Highly Attractive b) Good c) Average d) Can’t Say Q.THANKS Comparison of the level of satisfaction of the users of WagonR and Santro Car QUESTIONNAIRE PERSONAL DETAILS:Name: ---------------------------------- Designation : ---------------------------- Contact No.

8) How much are you satisfied with availability of spars part of car? a) Highly Satisfied b) Satisfied c) dissatisfied d) Highly Dissatisfied Q.11) How do you rate the overall performance of your car? a) Very Good b) Good .9) How much are you satisfied with after sales services schemes of the car? a) Highly Satisfied b) Satisfied c) dissatisfied d) Highly Dissatisfied Q.10) How you will rate the resale value of your car? a) Highly Attractive b) Good c) Average d) Can’t Say Q.6) How you will rate the maintenances charges of your car? a) High b) Low Q.5) How you will rate the mileage of your car? a) High b) Average c) Poor Q.7) What is your opinion about the price of your car when compared with others in the same segment.4) How much are you satisfied with the technology of your car? a) Highly Satisfied b) Satisfied c) dissatisfied d) Highly Dissatisfied Q.a) High b) Good c) Poor Q. a) Costly b) Value of money c) Competitive d) Can’t Say Q.

relatives to buy Santro a) Yes b) No THANKS ? .12) Would you recommended your friends.c) Average c) Bad Q.