A SUMMER INTERNSHIP REPORT

ON

“CUSTOMER RELATIONSHIP MANAGEMENT AT

MARUTI SUZUKI ROHAN MOTORS”

Submitted for partial fulfillment of requirement for the award of degree of

MASTERS OF BUSINESS ADMINISTRATION
Of
GRAPHIC ERA DEEMED TO BE UNIVERSITY
DEHRADUN (UTTRAKHAND)
Session 2018-2020

SUBMITTED TO: SUBMITTED BY:

MS. CHAHAT SAHANI YOGESH KAPOOR
ASSISTANT PROFESSOR MBA III SEM
GEU GEU

SCHOOL OF MANAGEMENT STUDIES

GRAPHIC ERA DEEMED TO BE UNIVERSITY,

DEHRADUN
 DECLARATION

I hereby declare that the project entitled “CUSTOMER RELATIONSHIP MANAGEMENT

AT MARUTI SUZUKI ROHAN MOTORS” submitted in partial fulfillment of the
requirement for the degree of MBA to GRAPHIC ERA DEEMED TO BE UNIVERSITY, at
Dehradun is my original work and not submitted for award if any other degree/ diploma or
similar title or prize.

DATE: .. YOGESH KAPOOR

MBA(2018-2020)

PLACE: Dehradun
 CERTIFICATE BY GUIDE

I have the pleasure in certifying that MR. YOGESH KAPOOR is a bonafide student of
3RD Semester of the Master of Business Administration, of Graphic Era Deemed To Be
University, Dehradun.
He has completed his training project work entitled “CUSTOMER RELATIONSHIP
MANAGEMENT AT MARUTI SUZUKI ROHAN MOTORS” under my guidance.

I certify that this is his original effort & has not been copied from any other source. This
project has also not been submitted in any other Institute / University for the purpose of award of
any Diploma.

This project fulfils the requirement of the curriculum prescribed by this Institute for the
said course. I recommend this project work for evaluation & consideration for the award of
Diploma to the student.

Signature:
Name of the Guide: MS. CHAHAT SAHNI
Designation: Assistant Professor
Date:
 ACKNOWLEDGEMENT

This report has been made possible with the cooperation of many persons whom I wish to express
my gratitude and appreciation. I am very grateful to the people who supported me to transform the report
in the materialistic form.

I am thankful to MS. CHAHAT SAHNI faculty management at GRAPHIC ERA DEEMED

TO BE UNIVERSITY, Dehradun for her gratitude during my project and giving me full co-operation
and also valuable information and guidance, without which it would not be possible for me to complete
the manuscript.

I would also like to thanks the librarian and staff members of GRAPHIC ERA DEEMED TO
BE UNIVERSITY, Dehradun for providing me the required books in this field and my friends who were
always there to assist me at odd hours also.

YOGESH KAPOOR
 CONTENTS

S.No Chapter Page No.

1 INTRODUCTION 6

2 REVIEW OF LITERATURE 28

3 RESEARCH METHODOLOGY 31

4 DATA ANALYSIS & INTERPRETATION 39

5 FINDINGS 50

6 SUGGESTIONS 52

7 CONCLUSION 54

8 BIBLIOGRAPHY 56

9 QUESTIONNAIRE 57