DECLARATION

I, Namexxxxxxxxx , hereby declare that the project“CUSTOMER

titled
SATISFACTION TOWARDS MARUTI SUZUKI” in VARUN MOTORS
, has been
submitted by me to the Department of Business Administration,
JAWAHARLAL
NEHRU TECHNOLOGICAL UNIVERSITY
., is a genuine work of mine and it has
not been submitted to any others university or Institution for the award of any
degree /
diploma / certificate or published any time before.

Place: Hyderabad

Date:

(Namexxxxxxxxx)

1
 ABSTRACT

The main aim and objective of study is to find out customer satisfaction
of Maruti cars
and to find the satisfaction level regarding the opinions, attitudes,
and perception of
consumers using Maruti vehicles.
The main basis on which customer satisfaction level analyzed
towards Maruti
vehicles are price, spare parts availability, mileage, and maintenance
cost of the car.

Customer satisfaction depends on a product’s perceived performance in

delivering
value relative to a buyer’s expectations. If the product’s performance
falls short of the
customer’s expectations, the buyer is dissatisfied. If performance
matches expectations,
the buyer is satisfied. If performance exceeds expectations, the
buyer is satisfied. If
performance exceeds expectations, the buyer is delighted.
The data collected in this research is primary data and
secondary data. The
primary data is collected through the mode of questionnaire. The sample
size of research
is 100.
The research gives information about the customers are satisfied with
Maruti
vehicles because of factors like availability of spares, service given at
service station, low
maintenance cost, and price of vehicle is less when comparing to other
brands present in
the market.
The customers are really looking for the good pickup vehicles in the
Maruti
brand. By this we can say that company need to concentrate on
fuel efficient and
attractive design cars to attract the all age groups.

Out of 100 respondents it is observed that 83% of respondents are

feeling that the
overall performance of the Maruti vehicles is good, and 17% of
respondents are feeling
that the overall performance of Maruti vehicles is excellent.
2
 TABLE OF CONTENTS

Chapter- I Page numbers

GENERAL INFORMATION 1-2
IMPORTANCE OF THE STUDY 3
SCOPE OF THE STUDY 4
OBJECTIVES OF THE STUDY 5
Chapter- II
INDUSTRY PROFILE 6-15

BRIEF DESCRIPTION OF THE ORGANIZATION 16-26

PRODUCT PROFILE 27-33
Chapter- III
REVIEW OF LITERATURE 34-42
Chapter: - IV
METHODOLOGY
RESEARCH DESIGN
DATA COLLECTION 43-46
SAMPLING
ANALYSIS

Chapter- V
DATA ANALYSIS AND INTERPRETATION 47-68
Chapter- VI
FINDINGS 69
CONCLUSION 70
RECOMMENDATIONS 71
APPENDIX 72-74
BIBLIOGRAPHY 75

3
 Chapter I
GENERAL INFORMATION
IMPORTANCE OF THE STUDY
SCOPE OBJECTIVES

4
 Chapter II
INDUSTRY PROFILE
BRIEF DESCRIPTION OF THE ORGANIZATION
PRODUCT PROFILE

5
 Chapter III

REVIEW OF LITERATURE

6
 Chapter IV
METHODOLOGY
RESEARCH DESIGN
DATA COLLECTION
SAMPLING
ANALYSIS

7
 Chapter V

DATA ANALYSIS AND INTERPRETATION

Chapter VI
RECOMMENDATIONS
CONCLUSION
8 FINDINGS
 INTRODUCTION OF MARKETING
MEANING AND DEFINITION OF MARKETING

Marketing, more than any other business functions deals with

customers. C reating
customer value and satisfaction are the heart of modern marketing
thinking and practice.
Marketing is the delivery of customers by promising superior value
and to keep current
customers by delivering satisfaction.

The American marketing association has defined marketing, as

“marketing is the
performance of business activities that direct the low of
goods and services from
producer to consumer or user.”

In the words of Cundiff and Still “marketing is the tem

used to describe
collectively those business functions most directly concerned
with the demand
stimulating and demand-fulfilling activities of the business enterprise.”

Philip Kotler definition of marketing is “marketing is a social and

managerial
process by which individuals and groups obtain what they need
and want through
creating and exchanging products and value with other.”

FUNCTIONS OF MARKETING

Marketing as business authorities conceive it today is aboard function of

business
composed of many elements.
or user.”
of business
Until
While
activities
recently
this definition
that
evendirect
outstanding
still
thenot
flow
broad
authorities
of goods
enough.
and
defined
Itservices
does
marketing
not
from as “the
producerperformance
9encompassto the
customer
idea that
marketing also includes the identification of the market and the market’s
needs and that is
guides the development of the products and services to fulfill those
needs profitably.
VARIOUS ACTIVITIES THAT A MARKETER
FOLLOWS
Identifying specific markets for products and services;
Identifying existing and future needs and wants of these markets;
Guiding the development of products, packages and services to fill
these needs at
a profit, and
Selling, delivering and collecting for, and effecting legal transfer of
these goods services
to the ultimate consumer or user.
An even simpler definition and one easier to remember is – the right
product or
service at the right price at the right place at the right time and doing it
at a profit.

DEFINITION OF MARKETING RESERACH

The American Marketing Association defines marketing

research as “the
systematic gathering, recording and analysis of data about problems
relating to marketing
of goods and services.

According to Kotler, “marketing research is the systematic

design, collection
analysis and reporting of data and finding relevant of a specific
marketing situation
facing the company.”

The key work in the above definition is “systematic”. This is

the difference
between research and haphazard gathering of findings. For a
study/research to be
systematic there must be two qualities in the least. First, it should be
measurements
Now
complete
research;”marketing
orderlyforso athat
it,research
itthe
have
should
research
to
accuracy
bebesystematic
interpreted.
isandthethere
planning
it should
We
is athus
be
fair
of planned
and
arrive
cross-section.
systematic
at
in a
Second, itMoreover
implemented
advance.
definition
gathering,
10 recording,
ofshould
inmarketing
analysis
beto and interpretation.
analysis and interpreting data about problems (or opportunities) relating
to the marketing
of goods and services.

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 varun
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
Varun 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

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.

11
SCOPE OF THE STUDY

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

regarding Customer
Satisfaction.

The scope is very limited, because attitude & expectations of

the people change
according to the time & situation.

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

Secunderabad and that to
among 100 respondents.

The study is conducted only for 60 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
Andhra Pradesh or India.

12
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.
13
INDUSTRY PROFILE

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 it’s
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.

So, to
Automobile
know
wanted.
the colors
the
best
Aspremium
not
of
amanufacturers
result
the
onlycar
payable.
even
about
ortill
manufactur
scooter
in
the
Dealers
India
early
hewere
have,
80’s,
ing
bought.
and
not
customer
forselling
much
decades,
Indeed,
more
was
yearsvery
perpetuated
motorcycles
than
butoften
bagmen
alsonot
the the
what
able
were
and
14 idea
tousually
the
choose
general
that
customer
back.
they
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.

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's 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.

Withautomotive
investment
estimated
exceeded
the Rs.
to have exceeding
59,518
industry's
exceeded inRs. 50,000
croreturnover,
Rs.1,00,000
2002-03. crore,
which wasthe
Including
crore turnover
(above
USD Rs. ofbillion)
the crore
22. 84,000
74 auto-
in in
automobile
component
2002-03,
15
2003-04. industry
is sector,
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 tern pass it on to the
customers in the form of
reduced interest rates.

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.
Automobile Export Numbers

The Key Factors behind This Upswing

Sales incentives, introduction of new models as well as variants coupled

with easy
availability
demand
risk
and increase
of an
and ofsales
inlow
increase cost
thefinance
theofcosts
in automobiles
of with
interest
inputs comfortable
rates,
such
during
as
thethe
steel arerepayment
impact
first two
of
thedelayed
key options
quarters
concerns
monsoons
of the
for
continued
current
on
the
16
industry.
rural
playerstoindrive
year.
demand,The
the
As the players continue to introduce new models and variants,
the competition may
intensify further. The ability of the players to contain costs and focus on
exports will be
critical for the performance of their respective companies.

The auto component sector has also posted significant growth of

20% in 2003-04, to
achieve a sales turnover of Rs.30, 640 crore (US$ 6.7 billion). Further,
there is a potential
for higher growth due to outsourcing activities by global automobiles
giants. Today, this
sector has emerged as another sunrise sector.

Even Growth
Opposing the belief that the growth in automobile industry has catered
only to the top
income-stratum of society, Growth of exports of 32.8 % in the first
three quarters of
2004-05, the fastest growth in volumes has come from commercial
vehicles as against
passenger cars.

Between 1998-99 and 2003-04, output of commercial vehicles

has grown 2.8 times
compared to the 2.2 times increase in passenger cars. Furthermore,
two-wheeler output
continues to dominate the volume statistics of the sector. In 2003-04, for
every passenger
car turned out by the sector, there were 7 two-wheelers produced. In
the two wheeler
segment, there is a greater preference for motorcycles followed by
scooters, with both
production and domestic sales of motorcycles increasing at faster rates
than for scooters
in the current and previous years. However, mopeds have registered
low or negative
growth. Export growth rates have been high both for motorcycles and
scooters.

17
India car Industry:

The recent move to globalize our economy has opened new vistas for
car manufacturers
in the country. The immediate post independence years saw very little
development in
automobile industry. A poor country like our s did not have a
resource to invest in
personal transportation.

The Indian customers had to wait till the mod 1980’s, a full 40 years
after independence
to see a car that the people wanted. December 1983 heralded a
revolution in the Indian
car industry. Maruti collaborated with Suzuki of Japan to produce the
first affordable car
for the average Indian.

The maruti800 was the first version of Maruti to hit the Indian roads in
December-1983.
Since then it has been on a constant rise.
At this time, the Indian car market had stagnated at the volume of
30000 to 40000 cars
for the decade ending 1983. This was from Maruti taken over.

The sales figure for the year 1993 reached up to 196820. The company
reached a total
production of one million vehicles in March 1994 becoming the first
Indian company to
cross this milestone. It crossed the two million mark in 1997.

Fifteen years later, the Indian industry is on the verge of the extreme. It
has around 45
models of the cars. Today there are about 20 manufacturers in India.

In March, 1994 Maruti Udyog Ltd., became the first Indian company to
produce over one
million vehicles, a land mark yet to be achieved by any other car
company in India.
Industry Structure
Maruti is the
18 highest volume car manufacturer in Asia.
 The Indian car market has been divided in to small cars, mid size cars,
luxury
cars and multi utility vehicles.

Small cars:

It is the most preferable small car segment in Indian economy.

Under this
segment we have Maruti 800, Maruti Wagon R, Maruti swift, Tata
Indica, Hyundai
Santro, Fiat Palio, and Maruti Alto, Maruti Zen Estilo, Tata Nano, i10,
spark, Astar etc.

These are the best suitable for Indian middle class people. These cars
also suit
Indian roads and traffic conditions. The concept of small cars has
emerged from Japan.

Small cars are fuel efficient with latest sleek look and advanced
technology.

Mid size cars:

The mid size cars are to supper middle class people of society.
Business executives mainly use these cars.

Under this we have Maruti SX4, Swift Dzire, Ford Fusion, Ford
Fiesta, Opel
Astra, Tata Indigo, Tata Marina, Honda City, Chevrolet Aveo, Hyundai
Accent etc., and
Hyundai Verna etc.

Luxury Cars:

The elite members of the society use these luxury cars. The luxury cars
symbol of
success of a man.
Laura, Hyundai
Lancer, Under
Mitsubishi
this
Sonata,
Cedia,
we haveHyundai
Honda
Maruti
Civic,
Elantra,
Grand
Honda
Vitara,
Toyota
CRV,Ford
Corolla,
Honda
Mondeo,
Accord,
Toyota
Skoda
Cramy, Octavia,
Chevrolet
Mercedes-Benz
19 Mitsubishi
optra,(S-class,E-class),
Skoda etc.,
Multi Utility Vehicle:

MUV’S are used for transportation purpose. As MUVs are very

rugged and
powerful vehicles they are used in hilly regions. Today there are a lot of
players in the car
segment. This has increased competition amongst the manufacturers.

Under this we have Tata Sumo, Tata Sierra, Tata safari, Maruti
Gypsy, Bajaj
Tempo, Ford Endeavour, Toyota Quails, Toyota In nova, Mahindra
Voyager, Mahindra
Scorpio, Mahindra Bolero etc.,

Now-a-days dealers and manufacturers are providing many attractive

financial
facilities for the consumers. This indicates that the manufactures will
have huge demand
in coming decades.

Car Segments:

With the expansion of Indian Automotive Market over a period of

time the car
models have been grouped in to the following segments.

Based on the price and size:

A Segment (Till 3 lacks) : Maruti800, Omni.

B Segment (3 to 4.5 lacks) : Zen, Wagon R, Alto, Santro, Matiz,

Palio and Indica.
C 1 Segment (4.5 to 6.5 lacks) : Esteem, Accent, Siena, Indigo, Ikon,
Corsa, Swift.
C 2 Segment
Based (6.5 to 10 lacks)
on Length : Baleno, Astra, City and Lancer
D Segment (10 lacks as per SIAM
& above) : (Society
Octivia,ofSonata,
Automotive
Mondeo,
Manufacturers):
Carmy, Vectra, Corolla, Mercedes
Accord,
20
A 1 (Mini-Up to 3400mm) : Maruti800
A 2 (Compact-3401 to 4000mm) : Zen, Wagon R, Alto, Santro, Matiz,
Palio,
and Indica.
A3 (Mid-Size- 4001 to 4500mm) : Esteem, Swift, Accent, Siena, Indigo,
Ikon,
Corsa, Baleno, Astra, City, Ambassador and
Lancer.
A 4 (Excutive-4501 to 4700mm) : Octivia, Contessa, Mercedes C-Class
A 5 (Premium-4701 to 5000mm) : Sonata, Mondeo, Accord, Carmy,
Vectra.
A 6 (Luxury-5001 and above) : Mercedes S-class,
C (Van Type) : Omni, Versa.
B2 (Passenger Carrier) : Gypsy, Sumo, safari, Qualis, Armada, and
Voyager.

Coverage of Passenger Car Segments:

Manufacturer A1 A2 A3 A4
Maruti 1 3 2
Hyundai 1 1 1
Fiat 2 2
Ford 1 1
General Motors 2 1
Honda 1 1
Tata 1 1
Mistibushi 1
Toyota 2
Skoda 1
Daim lerChrysler 3

The above table shows the coverage of passenger car segments of

players in India. The table showing the number of models they are
different industry
Indian inCar
introduced
market
21 intoMarket
the car Trend
passenger segment.
The Indian market was fuelled by entry of Maruti800 and A 1
Segment car was the
largest selling segment in market for many years and is still the single
largest selling
model. With the entry of Zen in Indian market MUL offered the
upgrade option to A 1
segment owners as well as new buyers.

The present trend of market shows the tremendous growth in A 2

segment the volumes of
which has already crossed the A 1 segment in nos. and presently
constitutes approx 50%
of total car market. It appears that A 2 segment will continue to be the
largest selling for
many more years.

Maruti has 3 models with 13 variants in the growing A 2 segment and

is continuously
consolidating its position in the segment.

With the continuously evolving market the A 3 segment is

expanding at slow and
consistent rate. MUL has 2 models in the segment with 7 variants
to suit customer
requirements.

The largest expansion is happening in A4 segment through importing

completely built up
cars. However the volumes sold are very small and are limited to
bigger cities.

.
22
Market Share of Industry leaders in World Markets:

Manufacturer Country Market Share

Ford UK 20.1%
Toyota Japan 27.8%
Volkswageri Germany 28.2%
General Motors USA 28.7%
Maruti India 54.5%

Industry Players:

• Maruti Udyog Ltd.

• Honda SIEL Ltd.
• Hindustan Motors.
• Daewoo Motors India Ltd.
• Toyota Kilo star
• Daimler Chryster India Pvt.Ltd
• Skoda Octivia
• Hyundai Motors Ltd.
• Fiat India Ltd
• TELCO
• Ford Motors India Ltd.
• General Motors Ltd.

23
 COMPANY PROFILE

QUICK FACTS

Year of Establishment February 1981

"The Leader in The Indian Automobile Industry,
Vision Creating Customer Delight and Shareholder's Wealth; A
pride of India."
Industry Automotive - Four Wheelers
Listings & its codes BSE - Code: 532500
NSE - Code: MARUTI
Bloomberg: MUL@IN
Reuters: MRTI.BO
Joint Venture With Suzuki Motor Company, now Suzuki Motor
Corporation , of Japan in October 1982.
Registered & Corporate 11th Floor, Jeevan Prakash
Office 25, Kasturba Gandhi Marg
New Delhi - 110001, India
Tel.: +(91)-(11)-23316831 (10 lines)
Fax: +(91)-(11)-23318754, 23713575
Telex: 031-65029 MUL IN
Works Palam Gurgaon Road
Gurgaon -122015
Haryana, India
Tel.: +(91)-(124)-2340341-5, 2341341-5
Website to meet the growing www.marutiudyog.com
Parliament, demand of a personal mode of
Maruti
of anUdyog
transport
lack
24 caused Limited
efficient
by public
the(MUL)
transport
was established
system. in February 1981 through an Act of
A license and a joint Venture agreement were signed between Govt. of
India and Suzuki
Motor Company (now Suzuki Motor Corporation of Japan) in Oct
1982. By which
Suzuki acquired 26% share of equity, with an option to increase
it to 40% Suzuki
exercised. In 1987 by increased its option equity to 40%. Suzuki
Motor corporation
further increased equity to 50% in the year 1992, converting Maruti
Udyog Limited into a
non-government company. Maruti’s total equity is 1322.92 million.

Maruti Udyog Limited, a subsidiary of Suzuki Motor Corporation of

Japan, has been the
leader of the Indian car market for about two decades. Its
manufacturing plant, located
some 25km south of New Delhi in Gurgaon, has an installed capacity of
3,50,000 units
per annum, with a capability to produce about half a million vehicles.

The company has a portfolio of 10 brands, including Maruti800, Omni,

Premium small
car Zen, international brands Alto and Wagon R, off-roader Gypsy,
mid size Esteem,
luxury car Baleno, the MPV, Versa and Luxury SUV Grand Vitara XL 7.

In recent years, Maruti has made major strides towards its goal
of becoming Suzuki
Motor corporation’s R and D hub for Asia. It has introduced
upgraded versions of
Wagon R, Zen and Esteem, completely designed and styled
in-house. Maruti’s
contribution as the engine of growth of the Indian auto industry, indeed
its impact on the
lifestyle and psyche of an entire generation of Indian middle
class, is widely
acknowledged. Its emotional connect has also been ranked number
one in J D Power
Sales Satisfaction Survey 2004.

Maruti products including Maruti800, the Zen and the Esteem have
in
beentheir
ratedcategory
best cars in Total Customer Satisfaction Survey 2004
conducted by TNS –
25
Automotive.
The company’s quality systems and practices have been rated as a
“benchmark for the
automotive industry world-wide” by A V Belgium, global
auditors for International
Organization for Standardization.
In keeping with its leadership position, 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.

The company’s service business including sale and purchase of pre

owned cars (True
Value), lease and fleet management service for corporate (N2N), Maruti
Insurance and
Maruti Finance are now fully operational. These initiatives, besides
providing totally
mobility solutions of customers in a convenient and transparent
manner, have helped
improve economic viability of The Company’s dealerships.

The company is listed on Bombay Stock Exchange and National Stock

Exchange.
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 with Maruti. It gives information on multiple channels for
opportunities
contactingThere
company. the is also a link for accessing the monthly newsletters. If
youthe
for arelatest
looking
media coverage on Maruti Udyog, there’s special section
devoted
& to News
Events.

MUL Market Share:

MUL has a 54.5% market share while all the remaining manufacturers
MUL is the world leader in Market Share and sets a bench mark that is
could only make
up 45.5%.
hard
26 to achieve.
The Objective of MUL:

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 Revolution:

Maruti created history by going into production in a record 13 th

months. ON 14
December 1983, the then Prime Minister of India, Mrs.Indira Gandhi,
released the first
vehicle for sale by handing over the keys of a Maruti800 to Mr. Harpal
Singh of Delhi.
MUL exceeds the volume targets, and in March 1994, MUL became
the first Indian
company to produce over one million vehicles, a landmark yet to be
achieved by any
other car company in India. Maruti is the highest volume car
manufacturer in Asia,
outside Japan and Korea, having produced over 4 million vehicles by
April 2003.
Maruti is one of the most successful automobile joint ventures and has
made profits every
year since inception till 2000-01. In 2000-01 although MUL generated
operating profits
on an income of Rs.92.5 billion, high depreciation on new model
launches resulted in a
book loss. MUL is on the track for profits in 2001-02, with a profit of
Rs.300 million in
the first half. In this period sales have increased by 5.3%, against an
industry decline of
6.1%.

Maruti revolutionized type way Indians looked at cars. “No other

car company so
completely dominates its home market” – (The Economist). Maruti
holds about 60% of
the total market share. MUL is the first and only car company in the
world to lead its
home market in terms of both market share and in the JD Power
study
only car
(JDcompany
Customer Power Asia
in the
Satisfaction Pacific
world2000
to beIndia
TopCustomer
ranked fourSatisfaction
times in a row
studies). It
(2000-2001,
&2003).
27 Despite
is 2002
alsothere
the being 15 companies in the passenger car market.
Transfer of Technology:

Every minute two vehicles roll out of the Maruti Plant. It is therefore
imperative that the
transfer of contemporary technology from our partner Suzuki is a
smooth process. Great
stress is laid on training and motivating the people who man and
maintain the equipment,
since e the best equipment alone cannot guarantee high quality and
productivity.
From the beginning it was a From the beginning it was a conscious
decision to send
people to Suzuki Motor Corporation for on-the-job training
for line technicians,
supervisors and engineers.
This helps them to imbibe the culture in a way that merely
transferring technology
through documents can never replicate. At present 20% of our
workforce have been
trained under this program.

Joint venture with SMC Japan, the most technically advanced compact
car manufacturer
in the world.

MUL is the market leader in the introduction of auto technology,

while most other
manufactures bringing in dated models from their collaborators.

MUL has introduced the latest “16*4” Technology for engines.

Technology that has been tried tested and trusted around the
world for reliability,
economy & performance.

MUL Vision:

The Leader in the Indian Automobile Industry,

Creating Customer Delight and Shareholder’s Wealth;
A
28PrideCore
MUL of India.
Values:
Customer Obsession
Fast, Flexible and First Mover
Innovation and Creativity
Networking and Partnership
Openness and Learning

MUL Quality Systems:

Consumer Satisfaction through Continuous Improvement of our

Products and Services by
following PDCA (PLAN-DO-CHECK-ACT) in all functions of our
organization.
ISO 9001:2000

Employee Quality Measures

TS 16949:2002

ISO 9001:2000

Maruti 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 improve productivity and quality. The
movement of quality
indicators is reviewed in weekly meetings by the top management.

In 2001, MUL became the first automobile company anywhere in the

world get an ISO
9000:2000 certification. AV Belgium, global auditors for International
Organization for
Standardization, Leadership, Involvement of people, process approach,
system approach
to Management, Continual improvement etc…

Company Mission:
outlets,
To
the provide
need1838
of adifferent
wide
service
range
customers
centers
of modern,
across
both922
domestic
high
cities
quality
as
andon
fuel
export
01-03-2008.
efficient
markets.
vehicle
Service
in order
There
available
cities
29 across
areto
in
258
meet
41
the
sales
country.
Maruti Plus:

Express High way Service:

Introduced with service stations at convenient locations on National

Highways.
Maruti on – Road Service:

24 hour break down service in 41 cities (9622962200)

Maruti Genuine Parts:

Genuine Parts available across the length and breadth of the country.

Info Call Centers:

24 hour information call centers in 6 cities Delhi, Gurgaon,

Mumbai, Chennai,
Bangalore, Hyderabad.(1600111515)
The motive is to offer quality & professional service in the areas of car
customer requirements.

Maruti True Value:

Total peace of mind is selling/Buying old Cars. Basically

achieving two
objectives viz.Exchange of Car and sale of used car.

Maruti Finance:

Increasing afford ability of purchases for the customer. To

improve purchase
experience of the customer. Increased ownership of dealer over the
customer buying
process.

30
Maruti Insurance:

Near cashless transaction

Quality repair by trained manpower
No loading insurance premium for claims

Maruti N 2 N:

End-to-End fleet management services designed for companies to free

them of all the
hassles of manufacturing company cars.
Customized car policies
Accident Repairs
Maintenance – Servicing – Registration – Insurance
Emergency Assistance

Maruti Genuine Accessories:

Ease of Availability
Assured quality standards
Most reasonable priced
No alterations required to fitting MGAs

Extended Warranty:

Total peace of mind

Maruti assurance
Assured reliability of use of vehicle up to 4 years
No need to pay towards cost of parts as well as labor.

31
BOARD OF DIRECTORS:

MUL is a board managed company. Currently the directors on the Board

are:
Position Personnel
Chairman Mr. Shinzo Nakanishi
Managing Director Mr. Jagdish Khattar
Senior Joint Managing Director Mr. Tsuneo Kobayashi
Joint Managing Director Mr. Hirofumi Nagao
Mr. Shinichi Takeuchi
Director (Marketing & Sales) Mr. Shuji Oishi
Directors Mr. Osamu Suzuki
Mr. R C Bhargava
Mr. D. S. Brar
Mr. Amal Ganguli
Ms Pallavi Shroff
Mr. Manvinder Singh Banga

MARUTI SALES IN FEBURARY 2008:

New Delhi, February 1, 2008: car market leader Maruti Udyog Limited
sold 48,526 units
in the domestic market in January 2008. This is a growth of 7.1
percent over January
2007.

In all, the company sold 50,109 units, including 1,583 units of exports,
Januaryduring
compared2008.
to January
The company’s
2007. Asvolume
published
in theindomestic
Overdrive
A2Magazine
segment dated
grew
by 21.2
15the
32
2008. March,
pre cent
India’s Largest Sales & Service Network

No matter where you are never far from a Maruti Service Station.
1526 Authorized Service Stations
Most dealers awarded ISO certification rest in the process getting it.
356 Dealer workshops
State of the art equipment and facilities
922 cities covered
Sales, services and support network cover the length and breadth of the
country
258 Sales Outlets in 169 cities
Standardized service and specially trained service engineers
Over the 2000 trained service personnel
Quality of service in keeping with the needs of the customer
Easy availability of affordable, Maruti Genuine Parts
26 Spare Parts Stockiest
11 MGP Shoppes (Boutiques)

Product Range

12 Models with 45 variants to satisfy all customer need.

At least 2 models available in A1, A2 and A3 segments.
Models available to meet varied requirements of the customer’s
lifestyle.
Models & Variants available to suit various customers needs.
Range of vehicles to support physically challenged persons.

33
Suzuki Motor Corporation

Suzuki Motor Corporationwas established around 75 years

Suzuki
ago. Motor
Corporationis a pioneer and market leader in small car manufacturing segment in
Japan.
Further, Suzuki Motor Corporation
is also a market heavy weight in motorcycle
manufacturing sector.

The company ranks 3rd overall after Honda motors and Yamaha
motors. The company
rose to pinnacle of success by providing designs, value-packed
services and quality
products to the customers world over. Its mini car section rolled
out innovative yet
economical passenger car for the masses. The company
operates in more than 190
countries across the world. Furthermore, the company is aggressively
into motor sports.
Suzuki Motor Corporation
has forged joint ventures with a number of international
players, to make cars. Its prominent international partners are General
Motors and Maruti
Udyog Limited, India.

Suzuki Motor Corporation

Indian partner - Maruti Udyog is India's leading maker of
cars in India and shares more than 50% of car market in
India. The company, in
technological partnership with Suzuki Motors Corporation,
manufactures models such as
the Zen, Alto, and Gypsy. Maruti acts as a manufacturing hub for
the international
market. The model Alto is exported to many European
countries. Maruti has four
manufacturing units near New Delhi, India. Maruti produces
around 350,000 cars
annually. Further, to maintain the huge demand of Maruti cars in India,
it has come up
with a new manufacturing unit near Delhi, which will be made Suzuki
operational soon.
Motor Corporation Indian partner.
34
Maruti Product Information

Maruti 800 (India’s Largest Selling Car)

Started the Automotive revolution in the country and have virtually

become the wheels
for the nation.

Most popular car among the first time buyers.

Known for reliability, fuel efficiency, least ownership cost and value for
money.
Proven & tested product to aspiring car owners.

Most Affordable Car (NFO Auto Car survey)

Maneuverability & ease parking
Excellent pickup
Good ride comfort

M800 launched in 1983.

M800 got the Hall of Fame Award, awarded by Auto Car.

Variants: Std.E3, A/C E3

Maruti OMNI

From the beginning it was a conscious decision to send

people to Suzuki Motor
Corporation for on-the-job training for line technicians, supervisors and
engineers.
This helps them to imbibe the culture in a way that merely
transferring technology
through documents can never replicate. At present 20% of our
Joint venture
workforce withbeen
have SMC Japan, the most technically advanced compact
trained
car
in
35 the under this program.
manufacturer
world.
GYPSY

The Pioneering 4*4 in India

Go Anywhere
Guarding India
Any Climate

Variants :King hard-top, King soft-top

ZEN ESTILO (SHAPES YOUR WORLD)

Best premium compact car

Highest reliability
Grate drive
Best car in Total Customer Satisfaction by NFO 2002
No. 1 car in Europe 1 Autocar – 1994

Variants: AT, LX E3, Diesel, LXi E3, VXi, DPS

ALTO (Let’s go)

More Spacious
Meets International Safety Standards
Unmatched Fuel Efficiency
Fastest Car in its Segment

Voted as “Car of The year 2001” by Business Standards Motoring

Voted as “Car of The year 2002” by OVERDRIVE AWARDS

Variants: LX, VXi, LXi

36
WAGON R (Inspired Engineering) It’s Magic

Highest selling compact car in Japan

Perfect combination of space, technology & value
Unmatched Comfort
Increasing Sales
Interesting Types of Customers

Rated as the best Family car by Star plus Good Morning India Show
Rated as the best car by J.D.Power

Variants: AX, LX, VXi, Pride, LXi

ESTEEM (The New Power Version)

Latest Safety Features

Best Performance
New appearance

Variants: AX, Diesel, LX Upgrade, VX DGSD, VXi, DPS, VXi Upgrade

VERSA

Versatile Usage
Easy Maneuverability
Flexi Seating
Good All Round Cooling
Variants: DX, DX5s, DX2, DX25s, SDX

BALENO (Surprising Performance)

Variants
Luxurious
Best
New
37 Value
standards
Upgrade
:for
STD,
Money
in Comfort
ALTURA
option to Maruti Owners
GRAND VITARA

Vitara, Suzuki’s top of the line model is being imported as completely

built unit.
Got very positive response when it was displayed at Auto Expo 2000.

38
VARUN MOTORS PVT.LTD.

Founder and Managing Director, Mr. V. Prabhu Kishore

holds a three decade
Automobile experience in 'S'elling, 'S'ervicing and retailing 'S'pare parts
of 2 wheelers, 3
wheelers and 4 wheelers of top OEM's in India.

The start of automobile business for Mr. Prabhu Kishore

began with Padmaja
Commercial Corporation, his family business in 1970's.

In 1992, Mr. Kishore established his own undertaking VARUN MOTORS

Bajaj
with
Auto dealership at Visakhapatnam in 1992. This dealership had marked the
birth of the
Varun group.

Varun later ventured into 4 wheeler business with dealership

Maruti at Visakhapatnam
in 1996 and at Hyderabad in 1998. Soon after, Varun Motors
also started its Bajaj
dealership at Vijayawada in 1999.With its aggressive expansion, Varun
Motors was soon
referred to as the Varun Group.

Varun has a construction company Varsha Builders Pvt.Ltd

through which it builds its
own showrooms and workshops. Varun has also engaged in
various other diverse
businesses such Varun
as Leasing, Varun Finance, Lakshmi Finance and
Communications.
Varun today supports over 2500 families and boasts of extensive
network of showrooms, workshops, office buildings and residential
apartments.

39
INFRASTRUCTURE:

HYDERABAD:

Showroom is situated in the prime locality of Begum pet main

road with a
3500sft.space. And work shops are located in Begum pet and Balanagar
prime locations.
Begum pet workshop is constructed with a space of 1500 sft. And
equipped with MUL
trained mechanics. Balanagar work shop constructed with 3600sft.
Built up area in 3
levels. It is situated just 6Kms away from showroom having MUL
trained mechanics and
equipped with modern equipments.

VISAKHAPATNAM:

Showroom is situated in prime locality of siripuram with a 17000sft,

space. It is
one of the biggest show room in Maruti dealership.
Workshops are located one in siripuram with 1700sft. Another in
Gajuwaka admeasuring
2500sft. & equipped with MUL trained mechanics and most modern
equipments.
Dealership Achievements :

The management practices at Varun complements the pursuit of

perfection. The speed of
adaptation to change and commitment to growth largely
boosted the operational
efficiency of the organization. Varun's Zero Defect approach that has
driven it to upgrade
its operating systems continuously earned it the 180 certification and
No.1 position in the
market. Behind the success of Varun Group lies the saga of
team work, aggressive
marketing, dedication, discipline, higher levels of sensitivity
towards customers and
excellent HR practices. Varun's immense focus on service and customer
care blitzes the
competition
Varun's
class whilst
facilities.
workshops
Maruti Our itsequipped
showroom
are
Maruti showrooms
in
dealership atand
Visakhapatnam
with up workshops
Vijayawada
to date inare
is technology,
the is
largest also top
an modern
outstanding
showroom
notch. For example,
in India
inventory
3S
40 facility.
whilst
and world
Awards:

Our practices and performance have made us the

largest automobile dealer in A.P
and
one of the top dealers for Bajaj and Maruti in the country.
Below are few of our
dealership achievements at the national level.

Varun Motors was awarded Maruti PLATINUM

thrice consecutively for the past 3 years
in Balanced Scorecard (Platinum award is the highest rated award in
Maruti). Adjudged
India’s No.1 Maruti dealer in Balanced Scorecard in 2003-2004.

Our very successful best practices like Customer Education Meet,

Exclusive Test Drive
Team and few other HR practices have been adopted by other
dealerships across the
nation. Committed customer service got us the ISO 9001-2000 Certification.

Some of Other Strategies :

At Varun, the management interacts directly with customers, and

communication is seen
across all levels of management. We keep enough stock for customers to
touch, feel and
see.

Many innovative and flexible finance schemes are tailor made to

make the products
easily available to all segments of customers. This is the main reason for
highest sales in
our outlets and has also raised the affordability levels of customers. We
focus more on
service than mere sales because we believe in getting back what we
sow, and even more.
Varun's philosophy of serving the customer at his door step is the main
reason behind its
expansion plan of workshops As the Indian economy is a 60%
agricultural economy,
emphasis is given to rural marketing, mobile showrooms and rural
service
ex: centers
R parts
TA, with
Insurance, extended
spares back up. Varun also haswarranty, accessories,
driving schools. exchange
All services are under one roof, for
and true value
41
departments.
REVIEW OF LITERATURE

Satisfaction:

Satisfaction is a person’s feelings of pleasure or

disappointment resulting from
comparing a product’s 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 good offer comes along.
Those who are
highly satisfied are much less ready to switch. High satisfaction or
delight creates an
emotional affinity with brand, not just a rational preference. The result
is high customer
loyalty.

Some of today’s 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.
42
Customer Satisfaction:

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.

Customer’s satisfaction with a product depends on the product’s

performance relative to
the buyer’s 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 company’s success. Companies that achieve high
customer satisfaction
ratings must make sure that their target customers come to know of it.
The companies
must realize that highly satisfied customers produce several benefits
to the company.
They are fewer prices – sensitive and they remain customers for the
longer period. They
also talk favorably 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 competitors, they do not attempt to maximize the customer
satisfaction. A
company can always increase customer satisfaction by lowering the
price and increasing
its services. But this may result in lower profits. The company may be
able to increase
profitability along with customer satisfaction by improving its
manufacturing
Satisfaction
service is or
theinvesting
feature, or
customer’s
the product
fulfillment
or service
response.
itself,
It isprovides
a judgment
a
on the R & D.
that a productlevel
pleasurable
consumption-related
43 or offulfillment.
In less technical terms, we translate this definition to mean that
satisfaction is the
customer’s evaluation of product or service 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 one’s needs

have been met,
satisfaction can also be related 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 consumers may associate with services
they don’t think a
lot about or services that they receive routinely over time.
Satisfaction may also be
associated with feelings of pleasure or services that make the
consumer feel good or
associated with a sense of happiness. For those services that really
surprise the consumer
in a positive way, satisfaction may mean delight. And in some
situations, where the
removal of a negative leads to satisfaction, the consumer may associate
a sense of relief
with satisfaction.

It is also important to recognize that although were tend to measure

customer satisfaction
at a particular point in time as if it were static. Satisfaction is
dynamic, moving target
that may evolve overtime. Influenced by a variety of factors.
Particularly when product
usage or the service experience takes place over time, satisfaction may
be highly variable
depending on which point in the usage or experience cycle one is
focusing on. Similarly,
in the case of very new services or a service not previously
experienced, customer
expectations may be barely forming at the point of initial purchase;
these expectations
will solidify as the process unfolds and consumer begins to form his
or her perception.
Through the service cycle the consumer may have a variety of
different experiences –
some
44 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 perceptions of quality as suggested. Satisfaction is also influenced
customer’s
by
emotional responses, their attributions, and their perceptions of
equity.
Product and service features

Customer Satisfaction with a product or service is influenced by

significantly by the
customer’s evaluation of product or service features. Research has
shown that customers
of services will make trade-offs among different service features (for
example, price level
versus quality versus friendliness of personnel versus level of
customization), depending
on the type of service being evaluated and criticality of service.

Customer Emotion

Customer’s emotions can also affect their perceptions of satisfaction

with products and
services. These emotions can be stable, preexisting emotions.

Attributions for Service success or failure

Attributions- the perceived causes of events – influence perceptions

of satisfaction as
well. When they have surprised by an outcome, consumer tend to look
for the reasons,
and their assessments of the reasons can influence their satisfaction.

National Customer Satisfaction Indexes

Because of the importance of customer satisfaction to firms and

overall quality of life
many countries have a national index that measures and tracks customer
satisfaction
macro
used
Customer
aslevel.atMany
tools afor evaluating
Satisfaction
public
indexes
policy
thebegin
health
makers
toof
get
believe
the
at the
nation’s
that
quality
these
economy,
ofmeasures
economic
along
couldtraditional
with
measures
output,
more
45 traditional
and
whereas
of
should
productivity
economic
be and
indicators
price. tend to focus only on quantity.
The American Customer Satisfaction Index (ACSI)

The 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. The measure tracks customer perceptions across 200 firms
representing all
major economic sectors, including government agencies. For
each company
approximately 250 interviews are conducted with current
customers. Each company
receives an ACSI score computed from its customer’s perceptions
of quality, value,
satisfaction, expectations, complaints, and future loyalty.

Customer Expectations of Service

Customer Expectations are beliefs about service delivery that functions

as standards or
reference points against which performance is judged. Because
customers compare their
perceptions of performance with these reference points when
evaluating service quality,
through knowledge about customer expectations is critical to
services marketers.
Knowing what the customer expects is the first and possibly
most critical step in
delivering quality service. Being wrong about what customers want can
mean expending
money, time, and other resources on things that do not count to the
customer. Being
wrong can even mean not surviving in a fiercely competitive market.

Customer Perceptions

How customers perceive services, how they assess whether they have
experienced quality
service, and whether they are satisfied.
Customers perceive services in terms of the quality of the service and
how satisfied they
are overall with their experiences. These customer – oriented
satisfaction
last
by distinguishing
decade orhave
more.
been
themselves
Companies
the focuswith
oftoday
attention
respect
recognize
fortoexecutives
service
that theyquality
can
and compete
and
terms – quality and
researchers
more
improved
46
satisfaction.
effectively
customer
a like over the
Satisfaction versus Service quality

Practitioners and writers in the popular press tend to use the terms
satisfaction and quality
interchangeably, but researches have attempted to be more precise
about the meanings
and measurements of the two concepts, resulting in considerable
debate. Consensus is
growing that the two concepts are fundamentally different in terms of
their underlying
causes and outcomes. Although the certain things in common,
satisfaction is generally
viewed as a broader concept, whereas service quality assessment
focuses specifically on
dimensions of service. Based on this view, perceived service quality is
a component of
customer satisfaction.

Methods of measuring Customer Satisfaction

A company’s tools for tracking and measuring Customer

Satisfaction range from
Primitive to the sophisticated methods. Companies use following
methods to measure
how much Customer Satisfaction they are creating.

Complaint & Suggestion Systems:

A customer centered organization would make it easy for its

customers who deliver
suggestion and complaints. Many restaurants and hotels provides from
guests to report
their likes and dislikes. Some companies establish customer
hot line with toll-free
numbers to maximize the ease with which customers can inquire, make
suggestions or
complaints. This inform action flows provide this companies with
many good ideas and
enable then to act more rapidly to resolve problems.

47
Customer Satisfaction Survey:

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).
The last method helps the company to know if it is under –
performing
elements
48 and
onover
important
– 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
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
aare
marketing
raising
more than
expectations
tool.it’s
Companies
positioning
andthat
delivering
onachieve
a singlehigh
performances
attribute.
customer
Mostto
satisfaction
ofmatch.
the
successful
These
aiming
ratings
that
49 their
companies
for
make
target
companies
TCSsure
market
– Total
are isCustomer
known. Satisfaction
. C ustomer satisfaction is both a goal and
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
• Lost C ustomer 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 Varun
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
Varun Motors Ltd.

Sample
For thisSize
survey,
of survey
I have
is 100
prepared
consumers.
a questionnaire;
By analyzing these
through this I
collected
customers.
questionnaires,
the
50 level ofdata
customer
from
I found
sales
outsatisfaction on Maruti.
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

51
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.

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
52 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:

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.

53
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.

6. Period of the Study:

The Study is undertaken in the month of 20 th May 2010 to 8th th Jul 2010.

54
SURVEY ANALYSIS

SATISTICAL TOOLS

Data Collection

Data is collected with prepared questionnaire by arranging personnel

interviews when
customers are taking their vehicle at the delivery counter in the Varun
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.

55
MODEL OF THE CAR OWNED BY THE
RESPONDENTS
The below table shows the all Maruti brand models, and table showing
that model of the
car owned by the respondents.

S. No Models No. of Respondents Percentage

1 Maruti 800 19 19

2 Omni 04 04

3 Wagon R 07 07

4 Alto 32 32

5 Zen estilo 12 12

6 Swift 13 13

7 Swift Desire 09 09

8 SX-4 04 04

Total No. of Respondents 100 100%

56
 Table: 1

M ode l of Ne w Car Purchase d

35 32

30
25
19
No. of 20
Res pondents 15 12 13
9
10 7
4 4
5
0
Maruti Omni Wagon Alto Zen Swif t Sw ift SX-4
800 R estilo Desire
Model Name

Figure: 1

Interpretation:

From the above evident, we can say that most selling car in Maruti is
Alto, having the 32
respondents here. And next most selling vehicles are the Maruti800,
Swift & Zen Estilo,
having 19, 13 & 12 respondents respectively. And next upcoming
vehicle is Swift Desire,
having 09 respondents over here. Wagon R has only 07 respondents,
and other models
have less sales according to this study.

57
MODE OF AWARENESS OF THE RESPONDENTS

The below table shows the awareness of the respondents towards the
Maruti’s brand.

S. No Modes No. of Respondents Percentage

1 News papers 11 11

2 Magazines 23 23

3 Tv ads 19 19

4 Friends / Relatives 47 47
58 Total No. of Respondents Table: 100
2 100%
 Mode of aware nes s

50

40

No.of 30
47
Respondents
20
23 19
10
11
0
News Magazines Tv ads Friends /
papers Relatives

Mode

Figure: 2

Interpretation:

From the above chart, we observe that awareness is mainly from the
friends/relatives with
47% and then we see through magazines, T.V.ads and followed by news
papers.

FEATURES THAT ATTRACTED THE RESPONDENTS

The below table shows the special features of Maruti’s brand

cars that attracted the
respondents towards them.

S .No Crucial No. of Respondents Percentage

1 Price 34 34

2 Mileage 53 53

3 Service 7 7
59 4 Brand Image 6 6
 TotalNo.ofRespondents 100 100%
Table: 3

Brand Image

Service

Mileage

Pr ice

0 10 20 30 40 50 60

Figure: 3

Interpretation:

From the above chart, It is concluded that 34% of them say that price is
crucial, 53% of
them say mileage and7% & 6% of them say service and brand image.

MAIN REASONS FOR BUYING MARUTI VEHICLE

The table below shows that reasons that specified by the respondents for
buying Maruti
vehicle only.

Reasons for Suits my Easy Good for Trust Fuel

buying needs maintenance Indian worthyefficient
Maruti Roads

Fuel efficient 68
No. of 76 55 88 79 68
60Respondents
Easy
Good
Suits
maintenance
Trust
for
my Indian
needs
worthy 0 10 20 30 40 50 60 70 80 90 100 Table: 455 7679 88
 Figure: 4

Interpretation:

From the above evident, we can say that most of the respondents said
main reason is
Maruti vehicle is good for Indian roads. And also other main
reason is Maruti trust
worthy. After this other reason is Maruti vehicle suits their needs. They
also saying that
Maruti vehicle is fuel efficient. And also saying Maruti is easy
maintenance vehicle.
INFLUENCE ON RESPONDENT FOR DECISION
MAKING
The below table shows the how the influence changes the
Decision making of the
respondents to purchase the vehicle.

S. No Influenced No. of Respondents Percentage

1 Yourself 48 48

2 Family 36 36

3 Friends 6 6
61 Total
4 No. ofAdvertisement
Respondents Table:100
10
5 100% 10
 60 48
50 36
40
30
20 6 10
10
0

Figure: 5

Interpretation:

From the above evident, we can say that 48% of them are influenced by
them self and
36% of them feel family play a vital role to purchase their vehicle.
And next
followed by advertisement and friends.

RESPONDENTS FEELINGS ON QUALITY AND

TECHNOLOGY
The below table shows that respondents level of satisfaction on the
Maruti’s quality and
technology

S. No Quality & No. of Respondents Percentage

Technology
1 Very satisfied 78 78

2 Satisfied 19 19

3 Indifferent 03 03
62
Table: Total
6 4 No. of Dissatisfied
Respondents 100
00 100% 00
 Quality & Te chnology

78
80
70
60
50
No. of
40
Respondents 19
30
20
30
10
0
Very Satisfied Indifferent Diss atisfied
s atisfied

Level of Satisfaction

Figure:6

Figure: 6
Interpretation:

From the above evident, we can say that 78% of respondents are vert
satisfied with the
Maruti’s quality & technology. And 19% of respondents are satisfied
and remaining 3%
are indifferent. From this we can say that 97% are satisfied
with the quality and
technology.

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

S. No Luxury & No. of Respondents Percentage

Spacious
1 Very satisfied 81 81

2 Satisfied 15 15

63 34 No. of Dissatisfied
Total Indifferent
Respondents 04
100
00 100% 04
00
 Table: 7

Lux ury and Spacious

90 81
80
70
60
No. of 50
Respondents 40
30 15
20 40
10
0
Very Satis fied Indifferent Dissatisfied
satisfied

satisfaction level

Figure: 7

Interpretation:

From the above evident, we can say that 81% respondents are very
satisfied with the
Maruti’s Luxury and Spacious. And 15% of respondents are satisfied
and remaining 4%
are indifferent. From this we can say that 96% are satisfied
with the quality &
technology.
RESPONDENTS FEELING ON PRICE OF THE
MARUTI VEHICLE
The below table shows that respondents feeling on the price of the
Maruti vehicle, that
shows the satisfaction level of the respondents.

S. No Price No. of Respondents Percentage

1 High 06 06
Price of MARUT I
2 Reasonable 37 37
64 Total
3No.No.
of of60
Respondents Respondents
0 Low
40
50
30
20
10 High Table:
37 100
6 Reasonable LowResponces 57
8 100% 57 57
 Figure: 8

Interpretation:

From the above evident, we can say that 57% respondents are saying
that price of Maruti
is low, and 37% respondents are saying that price of Maruti is
reasonable and remaining
6% are saying that price is high. From this we can say that 94% are
saying that Maruti
price is satisfied.
RESPONDENTS FEELING ON PRICE OF SPARE
PARTS
The below table shows that respondents feeling on the price of spare
parts of the Maruti
vehicle, that shows the satisfaction level of the respondents.

S. No Spare parts Price No. of Respondents Percentage

1 High 08 08

2 Reasonable
Price of Spare Parts 24 24

65 3No.No.
Total
Respondents 0 Low
of of 70
Respondents
60
40
50
20
30
10 High Table:
8 Reasonable LowResponces 68
24 100
9 100% 68 68
 Figure: 9

Interpretation:

From the above evident, we can say that 68% respondents are saying
that price of spare
parts of the Maruti is low, and 24% respondents are saying that price of
spare parts of
Maruti is reasonable and remaining 8% are saying that price is high.
From this we can
say that 92% are saying that Maruti price of spare parts is satisfied.

RESPONDENTS FEELING ON CONVENIENCY OF SERVICE

NETWORK
The below table shows that respondents feeling on convenience of
service network of
Maruti.
S. No Service Network No. of Respondents Percentage
1 Very convenient 78 78

2 Moderate
Service Network
convenient 21 21

66 Total
3 NoNo.
of ofInconvenient
Respondents Respondents
80
600 convenient
70
50
40
30
20
10 Very
78 Table:
Re 21 1 100
convenient
Moderate
sponces 10
01 100%
Inconvenient 01
 Figure: 10

Interpretation:

From the above evident, we can say that 78% respondents are saying
that service network
of Maruti is very convenient, and 21% respondents are saying that
service network of
Maruti is moderately convenient and remaining 1% are saying that
inconvenient. From
this we can say that 99% are saying that Maruti service Network is
convenient.

RESPONDENTS USE THE VEHICLE MOSTLY FOR

The below table shows that how respondents use their vehicle mostly
and the purpose of
the vehicle has been purchased.

S. No Car Used For No. of Respondents Percentage

1 Office 44 44

2 Family 45 45

67 34 No .ofLong
Total Drives
Respondents
Shopping 92 100%
Table: 11 100 92
 Shopping 2

Long Drives 9

Family 45

Office 44

0 10 20 30 40 50

Figure: 11

Interpretation:

From the above evident, It was observed that 44% of the respondents
use there vehicle
for going to office, 45% of the respondents use there vehicle to take
there family out and
2% and 9% of the respondents use there vehicle for shopping and long
drives.

RESPONDENTS EXPECTATIONS ON MARUTI

VEHICLE
The table below shows that respondents expectations on Maruti vehicle
to keep.
S. No How Long You No. of Respondents Percentage
Will Use
1 1-2 Years 5 5

2 2-4 Years 15 15

3 4-8 Years 68 68
68 Total
4 No. 8ofYears
Respondents
& above Table: 12 100
12 100% 12
 80 68
70
60
50
40
30
20 15 12
10 5
0
1-2Yrs 2-4Yrs 4-8Yrs 8Yrs&Above

Figure: 12

Interpretation:

From the above evident it is observed that 5% and 15% of the

consumers keep
their vehicle 1-2years and 2-4years respectively, and 68% and 12% of
consumers keep
their vehicle for 4-8years and 8years & above .

FEELING OF THE RESPONDENTS WHILE DRIVING

MARUTI
The below table shows that how respondents feel comfortable while
driving the Maruti
vehicle.

S. No Particulars No. of Respondents Percentage

1 More comfortable 20 20
69 432 Less
UnComfortable
comfortable
comfortable 68
11
01 68
11
01
 Total No. of Respondents 100 100%

Table: 13

Un comfortable

Less comfortable

Comfortable

More comfortable

0 10 20 30 40 50 60 70 80

Figure: 13

Interpretation:

From above evident, it is observed that 20% of them feel more

comfortable, 68% of
respondents feel comfortable, and 11% of them feel less comfortable.

RESPONDENTS OVERALL VIEW ON PERFORMANCE OF

MARUTI
The below table shows how respondents feel on the total
performance
vehicle
70 when
S. Nocompaired
ofParticulars
the Maruti
to the
No.other
of Respondents
brand cars. Percentage
 1 Excellent 17 17

2 Good 59 59

3 Average 24 24

4 Below average 00 00

Total No. of Respondents 100 100%

Table: 14

Performance of Maruti

60 59

50

40
No of
30
Respondents 24
20 17

10
0
0
Excellent Good Average Below
average

Figure: 14

Interpretation:

From above evident, we can say that 17% respondents feel

performance of the Maruti is
excellent when compaired to other brands, and 59%, & 24% of
respondents feel good &
average respectively. This shows that satisfaction of respondents.
RESPONDENTS
The below table showsVIEWhow ON MILEAGE
respondents OF
feel on MARUTI
mileage of the
VEHICLE
Maruti vehicle
compaired
71 S. No
to the
Particulars
when
other brandNo.
cars.
of Respondents Percentage
 1 Excellent 20 20

2 Good 54 54

3 Average 26 26

4 Below average 00 00

Total No. of Respondents 100 100%

Table: 15

Below average

Average

Good

Excellent

0 10 20 30 40 50 60

Figure: 15

Interpretation:

From the above evident, we can say that 20% and 54% of the
respondents feel mileage
of the Maruti’s brand is excellent and good respectively when
compaired to other brands
of vehicles, and 26% of respondents feel mileage given by Maruti is
average.
The below table shows that how respondents get information
INFORMATION ABOUT SERVICE OFFERED
regarding
offered
72 by the company
service to them.
 S. No Information No. of Respondents Percentage
given
1 Yes 95 95

2 No 05 05

Total No. of Respondents 100 100%

Table: 16

No, 5

Yes, 95

Figure: 16

Interpretation:

From the above chart we observe that 95% of the respondents feel
that information
regarding free service is provided them

FEEDBACK
The below table ONshows
DEALERSHIP FACILITYfeelings on the
that the respondents
VARUNS.MOTORS
dealership
73 facility.
No Varun Dealership
Facility No. of Respondents Percentage
 1 Outstanding 79 79

2 Acceptable 19 19

3 Average 02 02

4 Unacceptable 00 00

Total No. of Respondents 100 100%

Table: 17

Dealer Performance(VARUN)

80
70
60
50
No of
40 79
Re spondents
30
20
10 19 2 0
0
Outstanding Acceptable Average Unacceptable
Re sponces

Figure: 17

Interpretation:

From the above chart, we can say that 79% respondents are given best
ranking for varun
motors dealership and 19% respondents are given good ranking that
is accepting and
remaining 2% are saying that average.

The below table shows that the varun dealer has delivered the vehicle at
DELIVERY TIME
promised time or
74
not.
 S. No On Time Delivery No. of Respondents Percentage
1 Yes 80 80

2 No 20 20

Total No. of Respondents 100 100%

Table: 18

80
80

60

40
20
20

0
Yes No

Figure: 18

Interpretation:
delivered
From the on
above
time chart,
and remaining
it is observed
20%that
of the
80%
respondents
of the respondents
are saying that
saidvehicle
the
delivered
75 that vehicle
onistime.
notis
SALES EXECUTIVES ABILITY

The below table shows that the respondents acceptance on the sales
executives ability ti
answer their questions.

S. No Performance of Executives No. of Respondents Percentage

1 Excellent 8 8

2 Good 62 62

3 O.K 23 23

4 Poor 7 7
Total No. of Respondents 100 100%

Table: 19

Poor

O.k

Good

76 Excellent 0 20 40 60 80 Figure: 19
Interpretation:

It is observed that 8% of the respondents feel that performance of

executives is
excellent, 62% of the respondents said that performance of the
executives is good,
23%the respondents are saying the performance of the executives is ok
and remaining 7%
of the respondents said that performance of the executives is poor.

RESPONDENTS RECOMMENDATION VARUN

MOTORS TO
OTHERS

The below table shows that whether the respondents are recommend the
VARUN
MOTORS dealer to their relatives and friends.

S. No Purchase/ Refer No. of Respondents Percentage

1 Definitely 95 95

2 May Be 05 05

3 Never 00 00

Total No. of Respondents 100 100%

Table: 20
Recommend VARUN MOTORS to Others

May Be

77 Definitely
 Figure: 20

Interpretation:

From the above chart it shows 95% of the respondents are ready to
recommend VARUN
MOTORS to relatives and friends.

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% respondents expectations on Maruti vehicle to keep it for 4-8yrs
• 68% respondents feel comfortable while driving the Maruti vehicle.
59% respondents get
95% feelinformation
on the total regarding
performance
the of
service
the Maruti
offered
vehicle
by the
78 •• compaired
when
company
them.
79% respondents
toto the other
are given
brandbest
cars.
ranking for Varun motors dealership
 • 62% of the respondents said that performance of the executives is good
• 95% of the respondents are ready to recommend Varun Motors to
relatives and
friends.

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.
About 97% of the respondents are satisfied with the quality &
technology.
About 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
80%
70% of
ofand
vehicle the
therespondents
respondentssaid
25% said
thethat
performance
the vehicleofisthe
delivering
executives
on was
time and
20% of
good,
79 of
23%thethe users are
respondents
the of are constant.
respondents not
saidsatisfied
ok. with vehicle delivery.
 95% of customers feel that they are getting information regarding
free service
provided by the Maruti.
98% of the respondents are saying that VARUN MOTORS performance
is
Outstanding.
Varun Motors are delivering the vehicle ay promised time.
All the respondents are saying that, they are willing to recommend
the Varun
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.

80
QUESTIONNAIRE

Dear Sir,
I am the student of Mriet (J.N.T.U),
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………?

• M-800 ( )
• Omni ( )
• Alto ( )
• Zen Estilo ( )
81 •• Wagon-R )( ( ) )( )
Swift (Desire
A-star
SX-4
 2. How did you come to know about MARUTI cars……?
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 ( ) Price ( )
mileage ( )

4. What are the features attracted you to buy the car you owning…?
(givepreference
the order of1-5) Suits
my need ( ) Easy maintenance ( ) Trust worthy ( ) fuel efficient
( ) Good for Indian roads ( )

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

Your self ( ) Family ( ) Friends ( )
Advertisement ( )

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

Very satisfied ( ) Satisfied ( ) Indifferent ( )
Dissatisfied ( )

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

Very satisfied ( ) Satisfied ( ) Indifferent ( )
Dissatisfied ( )

8. Price of your MARUTI vehicle……?

High ( ) Reasonable ( ) Low ( )

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

High ( ) Reasonable ( ) Low ( )

10. Convenient of service network……?

Very convenient ( ) Moderate convenient ( ) Inconvenient ( )

11. Main purpose of that you will use your car for……?
Office
8212. How long(1-2
) Family
Shopping
youYrs
will ()( 2-4
8( Yrs
use ) Long
)this
& Yrs ( drives
above
vehicle……?
() 4-8 ( () )
) Yrs
 13. How do you feel when you drive yours MARUTI car……?
More comfortable ( ) Comfortable ( ) Less comfortable ( )
Uncomfortable ( )

14. How do you rate the over all performance of the car compared to
others……? Excellent ( ) Good ( ) Average ( )
below average ( )

15. Please rank the mileage of the car when compared to other
cars……? Very good ( ) Good ( ) Average ( )
below average ( )

16. Do you get information about the free service offered by the
company? from time
to time………?
Yes ( ) No ( )

17. How do you feel on VARUN MOTORS dealership facility……?

Outstanding ( ) Acceptable ( ) Average ( )
Unacceptable ( )

18. Is vehicle delivered on time……?

Yes ( ) No ( )

19. How is the performance of the executives at the dealership……?

Excellent ( ) Good ( ) O.K. ( )
Poor ( )

20. Based on your overall experience will you like to

purchase or referto any
brand/dealer this other person……?
21. Do Definitely ( ) May Be for (the) MARUTI
Never ( as well )
....................................................................................................................
you have any suggestions as VARUN
83MOTORS
...........................................................................
................
 BIBLIOGRAPHY

NAME OF THE BOOKS

1. C.R. Kothari Research methodology Methods & Techniques. 2\e
Vishwa prakashan.
(2006).
2. Phillip Kotler Marketing Management 11\e Pearson. (2007).
3. Phillip Kotler Marketing Management 12\e & 13\e Pearson. (2008).
4. Kerin. Hartley & Rudelius: Marketing the Core. McGraw-Hill,
Irwin. (2007).
5. Phillip Kotler and Kelvin Lane Marketing Management 12\e Pearson
Education
(2007).

1. Www.gurusoftware.com
WEBSITES
2.
3.
84 Www.maruti
Www.learn marketing.com
Suzuki.com
4. Www. Wikipedia.com

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

85