CUSTOMER SATISFACTION

ON
AFTER SALES SERVICES
AT
VARUN MOTORS

G LAXMI NARAYANA
(H.T.NO: 2150-11-672-062)

Project submitted in partial fulfillment for the award of the Degree of

MASTER OF BUSINESS ADMINISTRATION

by
Osmania University, Hyderabad-500007

RONALD ROSS PG COLLEGE OF MANAGEMENT

STUDIES
MANGALPALLY, IBRAHIMPATNAM.

2011-2013
 DECLARATION

I hereby declare that this Project Report titled

__________________________________________ submitted by

me to the Department of Business Management, O.U., Hyderabad,

is a bonafide work undertaken by me and it is not submitted to any

other University or Institution for the award of any degree diploma

/ certificate or published any time before.

Name and Address of the Student Signature of the Student

 ACKNOWLEDGEMENT

I express my sincere thanks to our honourable principal B.

Ramkumar Reddy sir and project guide Mr. E. S. RANGANADH, Ronald

Ross P.G College Hyderabad, for the ever memorable and valuable

suggestion given during the course of this project work.

I am happy to express my thanks to all the faculty members of the

Department of Management studies for their encouragement and help

extended during my study.

I express my thanks to the management of VARUN MOTORS for

their encouragement and valuable guidance during this project work. I

express my deep sense of gratitude to them.

I am greatly indebted to my parents and my friends for encouraging

and supporting me throughout my studies.

 TABLE OF CONTENTS

S. No CONTENTS PAGE NO:

CHAPTER-I Introduction 1-17

CHAPTER-II Company profile 17-27

CHAPTER-III Data analysis and interpretation 28-43

CHAPTER-IV Summary &Conclusions 44-45

CHAPTER-V Questionnaire 46-55

Bibliography
INTRODUCTION
 Customer satisfaction
Satisfaction:

Satisfaction is a persons feelings of pleasure or disappointment

Resulting from comparing a products perceived performance (out come)
In relation to his or her expectations.

As this definition makes clear, satisfaction is a function of

perceived performance and expectations.

If the performance falls short of expectations, the customer is

dissatisfied. If the performance matches the expectations, the customer
is satisfied. If the performance exceeds expectations, the customer is
highly Satisfied or delighted.

Many companies are aiming for high satisfaction, because

customers Who are just satisfied still find it easy to switch when less
ready to switch. High satisfaction or delight creates an emotional affinity
with the brand, not Just a rational preference. The result is high
customer loyalty.

Some of todays most successful companies are raising

expectations and delivering performances to match. These companies are
aiming for TCS-Total Customer Satisfaction.

Consumers from their expectations on the basis of messages

received from sellers, friends and other information sources.
CUSTOMER SATISFACTION

Customer satisfaction may be defined as a qualitative

measure where a customer experiences various degrees of satisfaction
until the performance of the product matches his expectations.

Customer satisfaction with a product depends on

the products performance relative to the buyers expectations. If the
performance of the product falls short of his expectations the customer is
dissatisfied. If the performance of the product matches his expectations
the customer is satisfied. If the performance of the product exceeds his
expectations the customer is highly satisfied .customer satisfaction can
be achieved through quality ,value and service.

For a customer - centered company customer

satisfaction is both a goal as well as a major factor in the companys
success.companies that achieve high customer satisfaction rating must
make realize that highly satisfied customer produce several benefits to
the company . they are fewer prices sensitive and they remain customer
for the longer period .they also talk favourably to the others about the
company and its product and services.

Although customer centered firms seek to deliver a

high level of customer satisfaction than their competatotrs ,they do not
attempt to maximize the customer satisfaction. A company can always
increase customer satisfaction by lowering the price and increasing its
services. Profitability along with customer satisfaction by improving its
manufacturing or investing on the R &D.
 Satisfaction is the customer fulfillment response . it
is a judgement that a product or service feature ,or the product or service
itself ,provides a pleasurable llevel of consumption related fulfillment.

In less technical terms ,we translate this definations

to mean that satisfaction is the customer evaluation of product or
services in terms of whether that product or service has met their needs
and expectations .failure to meet needs and expectations is assumed to
result in dissatisfaction with the product or service.

In addition to a sense of fulfillment in the knowledge

that ones needs have been met ,satisfaction can also be to other types of
feelings ,depending on the particular context or type of service .for
example ,satisfaction can be viewed as contentment more of a passive
response that consumer may associate with services they do not think a
lot about or services that they receive routinely over time . satisfaction
may also be associated with feelings of pleasure for services that make
the consumer feel good or assocated with a sense of happiness .for those
services that realy surprice the consumer in a positive way , satisfaction
may delight . and in some situtuation where the removal of anegitive lead
to ssatisfaction ,the consumer may assosate a sense of relief with
satisfaction.

It is also important to recognize that although we tend

mesure customer satisfaction at particular point in time as if it were
static . satisfaction is dynamic ,moving target that may evolve overtime
influenced by avarity of factos particularly when product usage or the
service experience takes place overtime , customer satisfaction may be
highly variable depending on whith point in the usage or experience
cycle one is focusing on .similarly , in the case of very new services or
aservice not previously experienced ,cutomer ,expectations may be barely
forming at the point of initial purchase ; these expectations will solidify
as the process unfolds andconsumer begins toform his or her perception
through the service cycle the customer may have a varaity of different
experiences some good ,some not good and each will ultimately impact
satisfaction.

What determines customer satisfaction?

Customer satisfaction is influenced by specific product or

service features and by perception of quality as suggested. Satisfaction is
also influenced by customers emotional responses Their attributions and
their perception of equality.

Product and service features

customer satisfaction with a product or service is influenced

by significantly by the customers evaluation of product or service
features research as shown that customer of services will make trade of
among different service features ( for example price level versus quality
versus friendliness o f personal versus level customization). Depending
on the type of service being evaluated and critically of service.

Customer emotions

Customer emotions can also affect their perception of

satisfaction with product and services. These emotion can be stable
,preexisting emotion.
Attributions for service success failure

Attributions the perceived causes of event influences

perception of satisfaction as well. When they have surprised by an
outcomes , consumer tend to look for reasons and their assessment of
reasons can influence their satisfaction .

National customer satisfaction indexes

Because of the importace customer satisfaction to firms

and overall quality of life many countries have a national index that
measures and tracks customer satisfaction at a macro level.
Many public policy makers believe that these measures could and should
be used as tools for evaluating the health of the nations economy ,along
with traditional measures of productivity and price .

customer satisfaction indexes begin to get at the quality

economic output ,various more traditional economic indicators tend to
focus only on quality.

The American customer satisfaction index (ACSI)

The ACSI devolped by researchers at the national quality

research center at the university of michigon ,is a measure of quality of
goods and services as exprrianced by consumers . the measure tracks
cutomer perceptions acrss 200 firms representing all major economic
sectors ,including government agencies .for each company
approximately receives an ACSI score computed from its customer s
perceptions of quality ,vale ,satisfaction ,expectations, complaints, and
future loyality.

Customer expectations of service

Cutomer expectations are belief about service delivery that

function as standards or reference points against with performance is
judged .because customer compare their perception of performance with
these referene points when evaluating service quality through knowledge
about customer expectations each critical service marketrs . knowing
what the customer expect is the first and possibly most critical step
indelivering quality service. Being wron about what customers want can
mean expending money ,time , other resources on things that do not
count the customers.being wrong can not even mean surviving fiercely
competitive market.

Cutomer perceptions

How customers perceive services , how they assess whether

they have experienced quality service, and whether they are satisfied .
customer perceive services in terms of the quality of the service and how
satisfied they areoverall with their experiences . these customer oriented
terms quality and satisfaction have been focus of attention for executives
and researchers alike over the last decade or more companies today
recognized that they can complete more effectively by the distinguishing
themselves with respect to service quality and improved customer
satisfaction.
Satisfaction versus service quality

Practitionious and writers in the popular press tend to use

the terms satisfaction and quality interchangeably ,but researchers to
attempted be more precise about the meanings and measurements are
the two concepts , resulting in considerable debate .consenses is growing
that
The two concepts fundamentally different in terms of their underlying
causes and outcomes although the certain things in common satisfaction
is generally viewed as abroader concept where as service quality
assessment focuses specifically on the diemension of the services . based
on this view , perceived service quality is acomponant of customer
satisfaction .

Methods of measuring customer satisfaction

A companies tools for tracking and measuring the customer

satisfaction range from primitative the sophisticated methods companies
use following methods to measure howmuch customer satisfaction they
are creating .

Complaint and suggestion systems

A customer centered organization would be make it easy for

its ease customer who delivers suggestions and delivers many
restaurants and hotels provides from guest to report their likes and
dislikes. some companies establish customer hot line with tollfree
numbers to maximize the ease with which customers can inquires ,
make suggestions or complaints . this inform action flows provide these
companies with many good ideas and enable then to active more rapidly
to resolve problem .

Customer satisfaction survey

A company may not conclude that it can get a full picture

of customer satisfaction and dissatisfaction by simply running a
complaint and suggestion system. Companies can not use complaint
level as measure of customer satisfaction responsive companies obtain a
direct measure of the customer satisfaction by conducting surveys.they
send questionarries or may phone call to random simple of they recent
custiomers to find out how thy feel about various aspects of companies
performance.they will solicity by us view on competators . customer
satisfaction can be measured in number of ways .it can be measure
directly how satisfied you are with service X on the following scale

Highly dissatisfied
Dissatisfied
In different
Satisfied
Highly satisfied

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

certain attributes 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 an any improvements they could suggest.
(problem analysis).

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

Offer in terms of importance of each element and how well the
organization performed each element. (Importance and performance
ratings).

The last method helps the company to know if it performance an

important element and over performing on relatively unimportant
element.

While collecting customer satisfaction data it would be useful

asking additional questions to measure the customers re purchase
intension. This will normally be high if the customer satisfaction is high.
It would be use full to measure the likely hood or willing ness to the
combined the company brand to other persons. A high positive word or
mouth score indicated that the company is producing high customer
satisfaction.

Ghost shopping

Companies can hire persons to pose as potential buyers to

report their finding on strong and weak points they experienced in
buying the companies and competitors product.

Lost customer analysis

Companys should contact customers who have stopped buying or have
switched to another supplier to learn why this happened.

INRODUCTION OF THE STUDY

The study is to find out the level of customer

satisfaction on after sales towards the Maruti vehicle. And to find out the
satisfaction on the performance.

To find out this, I have done the survey.

1. Customer Survey: Finding out the customer satisfaction on the

sales towards Maruti vehicle with reference to Maruti Udyog Ltd.

2. Finding out the customer satisfaction on dealership performance

towards Varun Motors.

3. For this survey, I have prepared a questionnaire; through I

collected data from customers.

4. Sample Size of survey is 50 consumers. By analyzing these

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

OBJECTIVES OF THE STUDY

1. To know the level of customer satisfaction after sales on Maruti

vehicles.
2. To know the customer satisfaction on performance of dealer.
3. To know the motivated factors to buy the Maruti vehicles.
4. To know the factors that influences the customer, to switch the
brand.
5. To know the service quality of Maruti.
6. To know the customers satisfied with price and service network.

RESEARCH METHODOLOGY

Data collection is most essential aspect of any research because the

whole result of research depends on data and the information hence
the Methodology adopted by me to collect the data final interpretation
was through.

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

Its suffers from a negligible magnitude of error. Now a

days sample survey as 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 of 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 giving 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:

 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 collected, because it is already
been collected and part in an elderly manner by some researches,
experts and socialites.

The secondary sources helpful for study were:

1. The books like marketing management, research methodology,

advertisement and sales promotion.
2. Internet was made use for the collection of the data.
3. Newspapers were also referred.
4. Business magazines also referred.
5. 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 periodical, journals,
documentations, and secondary data etc. which are available in
the library.

5. Sample size:
 By using judgment random sampling technique 50
respondents are selected for the purpose of the study. Direct
questionnaires are used to survey the consumers.

SURVEY ANALYSIS

STATISTICAL TOOLS:

Data collection:

Data is collected from realtors, suppliers, providers and

customers with prepared questionnaire by taking personnel
interviews

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 as correct answer then the data
for that answer has been analyzed.

LIMITATIONS OF THE SURVEY

The sample is limited so as to give the accurate information

regarding consumer behavior.

The scope is very limited because attitude and expectations of the

people change according to the time and situation.

The study is restricted to both (twin cities) Hyderabad and

secunderabad and that to among 50 respondents.

The study is conducted only for 45 days.

Consistency was lacking with regard to the information given by

few customers.
 The study is restricted to the certain area, so is could not give
whole picture about Andhra Pradesh or India

COMPANY

PROFILE
MARUTI COMPANY INTRODUCTION

This section provides corporate overview of Maruti Udyog, its

vision, quality systems and technology, along with a brief historical
perspective. It also offers a link to Suzuki's global site, information about
export operations and details of the company's social initiatives in the
field of road safety, safe driving, Driving Training Institute and
environment care.

Additionally, this section contains information for those seeking

career and business opportunities with Maruti. It gives information on
multiple channels for contacting the company. There is also a link for
accessing the monthly newsletters. If you are looking for the latest media
coverage on Maruti Udyog, there's a special section devoted to News &
Events.

Maruti Udyog Limited (MUL) was established in Feb 1981 through

an Act of Parliament, to meet the growing demand of a personal mode of
transport caused by the lack of an efficient public transport system.

http://www.marutiudyog.com/index.aspSuzuki Motor Company was

chosen from seven prospective partners worldwide. This was due not
only to their undisputed leadership in small cars but also to their
commitment to actively bring to MUL contemporary technology and
 Japanese management practices (which had catapulted Japan over USA
to the status of the top auto manufacturing country in the world).

A license and a Joint Venture agreement was signed between

Government of India and Suzuki Motor Company (now Suzuki Motor
Corporation of Japan) in Oct 1982.

The objectives of MUL then were:

Modernization of the Indian Automobile Industry.

Production of fuel-efficient vehicles to conserve scarce resources.

Production of large number of motor vehicles which was necessary for

economic growth

The Quality Advantage

Maruti Suzuki owners experience fewer problems with their

vehicles than any other car manufacturer in India (J.D. Power IQS Study
2004). The Alto was chosen No.1 in the premium compact car segment
and the Esteem in the entry level mid - size car segment across 9
parameters.

http://www.marutiudyog.com/index.aspThe J.D. Power APEAL Study 2004

proclaimed the Wagon R no. 1 in the premium compact car segment and
the Esteem No.1 in the entry level mid - size car segment. This study
measures owner in terms of design, content, layout and performance of
vehicles across 8 parameters.

A Buying Experience like No Other Maruti Suzuki has a sales network of

307 state-of -the-art showrooms across 189 cities, with a workforce of
over 6000 trained sales personnel to guide our customers in finding the
right car. Our high sales and customer care standards led us to achieve
the No.1 nameplate in the J.D. Power SSI Study 2004.

Quality Service across 1036 Cities

In the J.D. Power CSI Study 2004, Maruti Suzuki scored the
highest across all 7 parameters: least problems experienced with vehicle
serviced, highest service quality, best in-service experience, best service
delivery, best service advisor experience, most user-friendly service and
best service initiation experience.

92% of Maruti Suzuki owners feel that work gets done right the
first time during service. The J.D. Power CSI study 2004 also reveals that
97% of Maruti Suzuki owners would probably recommend the same
make of vehicle, while 90% owners would probably repurchase the same
make of vehicle.

One Stop Shop

At Maruti Suzuki, you will find all your car related needs met
under one roof. Whether it is easy finance, insurance, fleet management
services, exchange- Maruti Suzuki is set to provide a single-window
solution for all your car related needs.

http://www.marutiudyog.com/index.aspThe Low Cost Maintenance Advantage

The acquisition cost is unfortunately not the only cost you face
when buying a car. Although a car may be affordable to buy, it may not
necessarily be affordable to maintain, as some of its regularly used spare
parts may be priced quite steeply. Not so in the case of a Maruti Suzuki.
It is in the economy segment that the affordability of spares is most
competitive, and it is here where Maruti Suzuki shines.
Lowest Cost of Ownership:

The highest satisfaction ratings with regard to cost of ownership among

all models are all Maruti Suzuki vehicles: Zen, Wagon R, Esteem, Maruti
800, Alto and Omni We are proud to have the lowest cost of
Operation/km (among petrol vehicles) - the top 5 models are all Maruti
Suzuki models: Maruti 800, Alto, Zen, Omni and Wagon R..

At Maruti, our approach to quality is in keeping with the Japanese

practice--"build it into the product". Technicians themselves inspect the
quality of work. Supervisors educate and instruct technicians to
continually improve productivity and quality. The movement of quality
indicators is reviewed in weekly meetings by the top management. In
2001, Maruti Udyog Ltd became one of the first automobile companies
anywhere in the world to get an ISO 9001:2000 certification.

http://www.marutiudyog.com/index.aspAV Belgium, global auditors for

International Organization for Standardization(ISO), certified Maruti after
a four day long audit, covering varied parameters like Customer Focused
organization, Leadership, Involvement of people, Process approach,
System approach to Management, Continual improvement, etc.

http://www.marutiudyog.com/index.aspIn May 1995, Maruti got ISO 9002

certification. The audit for this covered quality assurance in production,
installation, marketing and sales as well as after sales services. We were
also one of the first companies in the world to pioneer ISO 9000
certification for our dealers.

In October 1993, MUL passed the Conformity Of Production (COP)

Audit, which is based on a European Union Directive. This authenticated
our quality systems and testing facilities for export to Europe.
 Our emphasis on total quality has meant that today we are in a
position to guide vendors and dealers in establishing and consolidating
their individual quality systems. This commitment to quality has ensured
a consistently satisfying product and world-class sales and after-sales
services.

Mile Stones:

http://www.marutiudyog.com/index.asp2005 The fiftieth lakh car rolls out in

April, 2005

Growth in overall sales by 15.8%

2004 New (non A/C) variant of Alto

Alto becomes India's new best selling car

LPG variant of 'Omni Cargo'

Versa 5-seater, a new variant

Baleno LXi, a new variant

Maruti closed the financial year 2003-04 with an annual sale of 472122
units, the highest ever since the company began operations 20 years ago

2003 New Suzuki Grand Vitara XL-7

Redesigned and all-new Zen

New upgraded WagonR

Enters into partnership with State Bank of India

Production of 4 millionth vehicles. Listed on BSE and NSE after a public

issue oversubscribed 10 times

2002 WagonR Pride

Esteem Diesel. All other variants upgraded

Maruti Insurance. Two new subsidiaries started: Maruti Insurance

Distributor Services and Maruti Insurance Brokers Limited

Alto Spin LXi, with electronic power steering

Special edition of Maruti 800, Indias first color-coordinated car

Maruti True value in Mumbai

Maruti Finance in Mumbai with 10 finance companies

http://www.marutiudyog.com/index.asp Suzuki Motor Corporation (SMC)

increases its stake in Maruti to 54.2 percent

2001 Zen LXi

Maruti True Value launched in Bangalore and Delhi

Maruti Versa, Indias first luxury MPV

Alto Spin LXi, with electronic power steering

Alto Vxi

Customer information centers launched in Hyderabad, Bangalore and

Chennai
Launch of versa

2000 First Car Company in India to launch a Call Center

New Alto

Altura, a luxury estate car

IDTR (Institute of Driving Training and Research) launched jointly with

the Delhi government to promote safe driving habits

1999 Maruti 800 EX (796cc, hatchback car)

Zen LX (993cc, hatchback car)

Zen VXi (993cc, hatchback car with power steering)

Omni XL (796cc, MUV, high roof)

Baleno (1600cc, 3 Box Cars)

Wagon R

Launch of Maruti - Suzuki innovative traffic beat in Delhi and Chennai

as social initiatives

1998 Maruti launches website as part of CRM initiatives

http://www.marutiudyog.com/index.aspZen D (1527 cc diesel, hatchback car)

Zen VX & Zen VX Automatic

New (Omni & Omni E) (796cc, MUV)

Launch of website as part of CRM initiatives

1997

1998 Esteem (1299cc, 3 box car) LX, VX and AX

New Maruti 800 (796cc,hatchback Car) Standard and Deluxe

Produced the 2 millionth vehicle since the commencement of production

1996 Gypsy (E) (970cc, 4WD 8 seater)

Omni (E) (796cc, MUV, 8 seater)

Gypsy King (1298cc, 4WD, off road vehicle)

Zen Automatic (993cc, hatchback car)

Esteem 1.3L (1298 cc, 3 box Car) AX

Launch of 24-hour emergency on-road vehicle service

1995 Esteem 1.3L (1298 cc, 3 box car)VX

With the launch of second plant, installed capacity reached 200,000

units

1994 Esteem1.3L (1298cc, 3 box car)LX

1993 Zen(993cc, hatchback Car), which was later exported in Europe

and elsewhere as the Alto
1991 Reaches cumulative indigenization of 65 percent for all vehicles
produced

1990 Maruti 1000(970cc, 3 box), Indias first contemporary sedan

1988 Installed capacity increased to 100,000 units

1987 Exported first lot of 500 cars to Hungary

1986 Maruti 800 ( New Model-796cc, hatchback Car)

1985 Launch of Maruti Gypsy (970cc, 4WD off-road vehicle)

1984 Omni, a 796cc MUV

Installed capacity reached 40,000 units

http://www.marutiudyog.com/index.asp1983 Maruti 800, a 796 cc hatchback,

Indias first affordable car.

Production was started under JVA

1982 License and JV agreement signed between Maruti Udyog Ltd. and
SMC of Japan

1981 Maruti Udyog Ltd was incorporated under the provisions of the
Indian Companies Act, 1956

http://www.marutiudyog.com/index.asp
 DATA ANALYSIS
AND
INTERPRETATION
How do you know about MARUTI ?

S.NO Factors No. of % of total

respondents respondent
1 Friends & 23 46
Family
2 Neibours 01 02
3 Relatives 03 06
4 Advertisement 23 46

TOTAL 50 100

The above information can be plotted in the form of a bar

diagram shown below

Heard about maruti through

friends&family advertisment;
50 ; 46 46
45
40
35
30
25
20
15
10 relatives; 6
5 neibours; 2
0
From the above chart it can be observed that 92% of the respondents
heard about Maruti through friends family and advertisement.

Who Influenced to Purchase Maruti

S.NO Factors No. of % of total

respondents respondent
01 Family 14 26
02 Friend 06 12
03 Own self 31 62
TOTAL 50 100

The above information can be plotted in the form

of a pie diagram shown below
 influence to purchasing maruti

friemds; 12

family; 26
own self; 62

From the above graph it can be concluded that maximum no. of

respondents purchasing maruti for their own self i.e. 62% and 26% of
the respondents purchasing for their family.

Customer preference of Colours

S.NO Colours No. of % of
respondents respondents
1 White 10 20
2 Black 03 06
3 Red&Marine 08 16
4 Silver /Silky 26 52
Silver
5 Meeri Gold 01 02
6 Sand 01 02
7 Bronze Mist 01 02
TOTAL 50 100

The above information can be plotted in the form of a

pyramid diagram shown below

colours of the car

silver/silky
silver; 52
60
50
40 red&marine;
white; 20
30 16
20 black; 6
meami gold; 2sand; 2bronze mist; 2
10
0
it e k e er ol
d nd is
t
wh ac ar
in lv sa
bl si ig m
m y m ze
d& si
lk ea ron
re / m b
er
lv
si
From the above chart we can observe that the customers owing a maruti
of coloures, silver/silky silver are 52%, white is 20% and red & marine
are 16%.

Customer perception about performance of the car

S.NO Rating No. of % of

respondents respondents
1 Excellent 15 30
2 Good 26 52
3 Satisfactory 08 16
4 Un satisfactory 01 02
TOTAL 50 100

The above information can be plotted in the form of a

line diagram shown below

performance of the car

60

50 good; 52

40

30 excellent; 30

20 satisfactory;
16
10
un
0 satisfactory; 2
excellent good satisfactory un satisfactory
From the above graph we can say 52% of respondents satisfied and 30%
of respondents said excellent.

Recommend others

S.NO Response No. of % of

respondents respondents
1 Yes 45 90
2 No 05 10
TOTAL 50 100

The above information can be plotted in the form of a pie

diagram shown below.
 recommend others

no; 10

yes; 90

From the above chart 90% of the respondents said they can be
recommend others.

Aware of work shop & mobile services

 S.NO Response No. of % of
respondents respondents
1 Yes 43 86
2 No 07 14
TOTAL 50 100

The above information can be plotted in the form of a

cylinder diagram shown below

aware of work shop & mobile services

yes; 86
90
80
70
60
50
40
30 no; 14
20
10
0
yes no
 From the above chart we can say 86% of respondents aware of work
shop and mobile services and only 14% of respondents are not aware
about this.

Car get repaired

S.NO Period No. of % of

respondents respondents
1 Once in 14 28
6months
2 Once in 1 year 20 40
3 Once in 18 16 32
months
TOTAL 50 100

The above information can be plotted in the form of a

doughnut diagram shown below

car get repaired

in 6 months;
in 18 months; 28
36

in 1 year; 40
From the above chart we can say that the maximum no of respondents
i.e. 40% said their car gets repaired once in year and 36%of respondents
are said above 18 months

Regard to services you always prefer

S.NO Service No. of % of

respondent respondents
1 Show room 48 96
2 Other source -- --
3 Both 02 04
TOTAL 50 100

The above information can be plotted in the form of a bar

diagram shown below
 regard to services you always prefer
120

100 show room; 96

80

60

40

20
both; 4
0
show room other
other source;
source both
0

From the above chart we can say maximum no of respondents satisfied

with the service of the show room because 96% preferring showroom for
their Maruti

Availability of spare parts

 S.NO Response No. of % of
respondents respondents
1 Yes 44 88
2 No 06 12
TOTAL 50 100

The above information can be plotted in the form of a cone

diagram shown below

availability of spare parts

yes; 88

90
80
70
60
50
40 no; 12
30
20
10
0
yes no
 From above chart we can say 88% of respondents satisfied with the
availability of spare parts and only 12% are not satisfied.

Cost of spare parts

S.NO Opinion No. of % of

respondents respondents
1 Very costly 04 08
2 Costly 16 32
3 Reasonable 30 60
4 Low -- --
TOTAL 50 100

The above information can be plotted in the form of a bar

diagram shown below

cost of spare parts

70
reasonable; 60
60

50

40
costly; 32
30

20

10 very costly; 8

0
very costly costly reasonable low;
low0
 The above graph shows that the customer reaction towards prices of
spare parts is reasonable i.e.60% and 32% said costly.

Satisfaction on dealers/distributor services

S.NO Reaction No. of % of

respondents respondents
1 Very satisfied 10 20
2 Satisfied 40 80
3 Dissatisfied -- --
TOTAL 50 100

The above information can be plotted in the form of a pie

diagram shown below
 satisfaction on dealers/distributors

very satisfied;
20

satisfied; 80

From the above chart it can be inferred that the most of the customers
i.e. 880% satisfied with the dealers/distributor services and 20% of
respondents are very satisfied.

Ordering process

S.NO Service No. of % of

 respondents respondents
1 Easy 43 86
2 Complicated 04 08
3 Not known 03 06
TOTAL 50 100

The above information can be plotted in the form of a line

diagram shown below

ordering process
100
90
easy; 86
80
70
60
50
40
30
20
10 complicated; 8 not known; 6
0
easy complicated not known
 From the above graph we can say maximum no. of respondents i.e. 86%
satisfied with the ordering process and only 8% are said complicated.

Factors influencing to have maruti

S.NO Factors No .of % of

respondents respondents
1 Brand 19 38
2 Price 16 32
3 Mileage 12 24
4 Style and design 03 06
TOTAL 50 100

The above information can be plotted in the form of a bar

diagram shown below

factors influencing to have maruti

40 brand; 38
35 price; 32
30
mileage; 24
25
20
15
style and
10
design; 6
5
0
brand price mileage style and design
 From the above chart it is observed that 38% of respondents
preferring brand, 32% as price and 24% preferring mileage to have
maruti.

Compare to other brands with maruti

S.NO Factors No. of % of

respondents respondents
1 More 05 10
performance
2 More mileage 19 38
3 Low 21 42
maintenance
4 Low price 05 10
TOTAL 50 100

The above information can be plotted in the form of a pyramid diagram

shown below
 low with maruti
compare to other brands
maintanance;
more mileage; 42
45 38
40
35
30
more
25
performance;
20 10 low price; 10
15
10
5
0
more performance more mileage low maintanance low price

By observing the above graph it can be concluded that customer for the
reason of low maintenance i.e. 42% and more mileage i.e. 38% they are
preferring maruti.

Level of satisfaction of Maruti services

 Services Unacceptable Acceptable Avg Good Excellent Total
S.NO (1) (2) (3) (4) (5) rating
1 Delivery -- 05 13 27 05 182
services
2 Brand -- 01 09 22 18 207
3 Price -- 03 12 30 05 187
4 Quality -- 03 09 27 11 196

The above information can be plotted in the form of a pie

Diagram shown below

level of satisfaction on maruti services

quality; 196 delivery

services; 182

price; 187 brand; 207

 From the above chart most of the respondents preferring brand and
they are satisfied with the quality and as well as delivery service and
price.

SUMMARY
AND
CONCLUSIONS
 Summary

Maruti 800 is the most sold vehicle followed by Alto and Zen.

92% of respondents heard about the maruti through

advertisements and friends and family.

62% of the respondents are purchasing /using maruti for their

own purpose.

52% of the respondents said that performance of the cars is very

good and 30%is excellent.

52% of the respondents are using silver /silky silver colors of the
maruti

90% of the responds said they will recommend the maruti to other.

86%of the respondents are awaring of the work shop and mobile
service.

40% respondents are saying that ,their car will get repair once in
one year and 36% said once in 18 months.

96% of that respondents are preferring showroom for servicing

their cars.

88% of the respondents are satisfied with availabilittyof the spare

parts.

60% of the respondents said that cost of the spare parts is

reasonable.

The factors like brand and price are influencing to have a maruti.
 80% of the respondents are satisfied with the VARUN motors
services.

Most of the respondents satisfied with the quality of maruti.

Conclusions

Out of major brands Maruti stands in first position, so company

has to maintain this.

The maruti company has to frame new strategies to gain all the
potential customers.

Maruti has to take necessary strategies to convert middle class as

the potential customers.

Maruti has to improve their distribution networks.

Maruti has to implement necessary steps to maintain same range

of easy availability and wide range of products.

Maruti has to improve the different promotional activities through

effective media.

The company can make further efforts to improve the appearance

or else make more stylish look as it is not known for that.

Special care must be taken with respects to service and opinions of

the customers during delivery of the vehicle or after certain period
as relation of customers is also an important aspect.
QUESTIONNAIRE
 QUESTIONNAIRE

Personal details :

Customer Name : Age :

Address : Occupation:

Model:

Contact Number: Year of

Purchasing:

(1) You have heard about MARUTI through

( a) friends & family (b) neighbors (c) relatives (d) advertisement

(2) Who influenced you in purchasing MARUTI?

(a) Family (b) friends (c) own self (d) dealers (e) financiers

(3)What is the color of your car?

(4)How is the performance of your car

(a)excellent (b) good (c) satisfactory (d) unsatisfactory
(5)Would you recommend others to purchase MARUTI CARS?
(a) Yes (b) no

(6)Are you aware of the workshop & mobile services facilities?

(a) Yes (b) no

(7) How often your car get repaired

(a) once in 6months (b) once in 1 year (c) once in 18 months

(8) With regard to services you always prefer

(a) showroom (b) othersource
If other source specify why

(9)Are you satisfied with the availability of spare parts

(a) yes (b) no

(10)Comment on the cost of the spare parts

(a)very costly (b) costly (c) reasonable (d) low

(11)What is the level of satisfaction on MARUTIs dealers/distributors

services
(a)very satisfied (b) satisfied (c) dis-satisfied

(12)How is ordering process

(a) easy (b) complicated (c) not known

(13) why do you prefer this MARUTI

(a) brand (b) price (c) mileage (d) style & design

(14) How do you compare your MARUTI with other brand in the market
 (a) more performance (b) more mileage (c) low maintenance (d) low
price

(15) Rank the following MARUTI services

Acceptabl
Unacceptable e Avg Good Excellent
1 2 3 4 5 6 7 8 9 10
Deli
very
service
Brand
loyality
Price

Quality

(16) Suggestions if any , for further improvement of the product / services

DATE:
Customer Signature

BIBILIOGRAPHY
 BIBILIOGRAPHY

Marketing management: Phillip kolter

Marketing management: Vs. Ramaswamy and S. Nama kumari

Consumer behaviour: Loudon and Bitta

Records of Maruti udyog limited

Websites:

www.marutiudyog.com

www.marutinet.com

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www.googlesearch.com