OBJECTIVE OF STUDY

Primary Objective : To know the effective

factors of awareness and preferring Maruti
Suzuki cars .
Secondary objective : To Study and analyze
the Promotional Strategies of Maruti Suzuki .
To know whether the customers are satisfied
with the offers given by the dealer .
To know which kind of offers can attract the
new customers .
To find the area to be improved .
To find the reasons for the dissatisfaction .
To know the influence of various Marketing
Strategies , Promotional Activities towards
the customers of luxuries cars .
To study and analyze the customers
perception regarding the usefulness / utility
of Maruti Suzuki cars
 RESEARCH METHODOLOGY

“ Marketing research is the function which links the

customer and public to the marketer through information
. The information used to identity and define marketing
opportunities and problems generate define and
understanding of marketing as process “ . The objective
of it is gathering of the information and analytical
necessary for effective planning of the future marketing
activity , control of the marketing operation in the
present and evaluation of marketing results .

AREA OF RESEARCH:
Our working area was Mumbai . We have collected data
in these areas . As we know that those person will invest
in luxuries cars who are businessman , professionals and
PG students .

RESEARCH DESIGN:
Descriptive research design includes survey & fact
finding inquiries of different kinds . We ure using
different tools of SPSS like frequency distribution ,
Crosstab , Chi – square test . One sample independent
test . Two sample independent test , Paired sample test ,
ANOVA , Correlation and regression to analyze data .
METHOD OF DATA COLLECTION:

Data is the significant part of the research . All research

depends upon data . We have collected data through
direct communication with respondents in one form or
through personal interviews or through context of a
questionnaire or through online questionnaire .

SOURCES OF DATA:
Primary data :
Primary data are those which are collected a
fresh and for the first time , and thus happen to be
original in character . It was collected through
questionnaire and personal interviews ,

Secondary data :
The secondary data are those which have
already been collected by someone else and which have
already been through the statistical process . The data
were collected in the form of company profile and
produce profile from the web sites and news paper .
Some of the books were referred for theoretical concepts
PROBLEM AND LIMITATION:
The information given in the above part is based on
market survey , meeting with the people . Our project is
based upon the interaction with the people . We have to
target only particular segment ( higher class & upper
middle class ) . Sometimes customers don’t give time .

Statements of the problem :

The purpose of conducting this research
is to get the actual idea about the experiences of
customers and their satisfaction level with Maruti
Suzuki . What types of problem they face after
purchasing the vehicles . The purpose of conducting this
research is also to find out expectations of customers for
Maruti Suzuki . Users were selected and then the
analysis was formed regarding the people’s beliefs ,
satisfaction and expectations about the Maruti Suzuki .
This was basically the problem that was discovered to
conduct this project Le . “ Customer satisfaction survey
for Maruti Suzuki .

MARUTI CULTURE :
Our employees are our greatest strength and asset . It is
this underlying philosophy that has moulded our
workforce into a team with commongoals and objectives
. Our Employee Management relationship is therefore
characterized by :
 • Participative Management ,
• Team work & Kaizen *
• Communication and information sharing
• Open office culture for easy accessibility

To implement this philosophy , we have taken several

measures like a flat organizational structure . There are
only three level of responsibilities ranging from the
Board of Directors , Division Heads to department Heads
. Other visible features of this philosophy are an open
office , common uniforms ( at all levels ) , and a common
canteen for all .

This structure ensures better communication and speedy

decision making processes . It also creates an
environment that builds trust , transparency and a sense
of belonging amongst employees.

CUSTOMER RELATIONS

For customer satisfaction maintaining customer relation

is very important . So for this the company . must have
CRM .
 DEFINATION OF CRM

( CRM ) is a term applied to processes implemented by a

company to handle their contact with their customers
CRM software issued to support these processes , storing
information on customers and prospective customers .
Information in the system can be accessed and entered
by employees indifferent departments , such as sales ,
marketing customer service , training professional
development , performance management , human
resource development , and compensation.

Details on any customer contacts can also be stored in

the system . The rationale behind this approach is to
improve services provided directly to customers and to
use the information in the system for targeted marketing
and sales purposes.CRM stands for Customer
Relationship Management .

The Genesis of CRM lies in the observation that one

element competitive advantage is the ability of
companies to retain customers Companies have moved to
implement a strategy of satisfying the customer so as to
optimize potential future eamings . This seems to be an
especially valid approach considering the current
Internet focus of “ your competitor is only a click away
WHY CRM SHOULD BE USED:
In the commercial word importance of retaining existing
customers and expanding business is paramount . The costs
associated with finding new customers mean that every existing
customer could be important . The more opportunities that a
customer has to condut business with your company the better ,
and one way of achieving this is by opening up channels such as
direct sales , online sales , franchises use of agents , etc. However
, the more channels you have , the greater the need to manage
your interaction with your customer base Customer relationship
management . ( CRM ) helps businesses to gain an insight into
the behavior of their customers and modify their insiness
operationsto ensure that customers are served in the best
possible way . In essence , CRM helps a business to recognize the
value of is customers and to capitalize on improved customer
relations . The better you understand your customers , the more
responsive you can be to their needs CRM can be achieved by
finding out about your customers purchasing habits , opinions
and preferences profiling individuals and groups to market more
effectively and increase sales changing the way you operate to
improve customer service and marketing Benefiting from CRM is
not just a question of buying the right software . You must also
adapt your business to the needs of your customers CRM (
customer relationship management ) is an information industry
team for methodologies , software , and usually Internet
capabilities that help an enterprise manage customer
relationships in an organized way . For example , an enterprise
might build a database about its customers that described
relationships in sufficient detail so that management ,
salespeople , people providing service , and perhaps the customer
directly could access information , match customer needs with
product plans and offerings , petrand customers of service
requirements , know what other produts a customer had
purchased and so forth.