13 PgdbmProject Report

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A

PROJECT REPORT

ON

CUSTOMER SATISFACTION ANDCUSTOMER LOYALTY OF MARUTI CLIENTS

ToUniversity of Pune

BYRAHUL JADHAV

(PGDM)2008-2009

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ACKNOWLEDGEMENT

Every individual is keenly aware of his/her indebt ness

to many people who have assisted or influence his/her world.

This feeling is formally expressed in customary gestures of

acknowledgement. I avail my selves of this opportunity to

convey my gratitude to our teacher Guide Mr. S.THAWRE

for their boundless encouragement and helpful suggestions.

I am also thankful to the faculty of PGDBM without whose

help this task would have been difficult. I am also grateful to

College Library, Department, our friends and Professors who

extended all help support and inspirations while making our

project report.

Rahul Jadhav(PGDM)

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DECLARATION

D E C L A R A T I O N

I, the undersigned, hereby declare that the Project Reportentitled Customer Satisfaction and Customer Loyalty of Maruti Clients written and submitted by me to PuneUniversity in partial fulfillment of the requirements for theaward of Post Graduate diploma in Material and logisticsManagement under the guidance of Mr. S S Thaware is myoriginal work and the conclusions drawn therein are basedon the material collected by myself.

Place: PuneRahul Jadhav

Date: 16-04-09 (Research Student)

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SR. NO. DESCRIPTION PAGE NO.

1. EXECUTIVE SUMMARY 8

2. INTRODUCTION 11

3. COMPANY PROFILE 18

4. OBJECTIVE 24

5. RESEARCH METHODOLOGY 27

6. INFORMATION AND ANALYSIS 30

7. OBSEVATION AND FINDINGS 40

8. LIMITATIONS 42

9. ANNEXURE 44

10. BIBLIOGRAPHY AND REFRENCES 47

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LIST OF FIGURES

LIST OF FIGURESFigure No. Title of the Figure Page No.Figure No. 1 Customer Loyalty Factors 16Figure No. 2 Customer satisfaction & loyalty cycle 17Figure No. 3 Car usage 31Figure No. 4 Preference for the car on basis of 31Figure No. 5 Service Facility 32Figure No. 6 Any Major Break Down 32Figure No. 7 Suggest other for purchasing 33

Figure No. 8 Good Warranty Service 33Figure No. 9 Good Resale Value 34Figure No. 10 Repeat Buyer 34Figure No. 11 Good Car Safety 35Figure No. 12 Initial View Before Buying 35Figure No. 13 View After Purchasing 36Figure No. 14 Ruff & Tuff for Use 36Figure No. 15 Good Fuel Efficiency 37Figure No. 16 Guidance for Financing 37Figure No. 17 Less Maintenance than other cars 38

PREFACE

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Winter training is integral part of the PGDM degree

curriculum and the students of Management have to undergo a

training session in a business organization for 8 weeks to gain

some practical knowledge in their area of specialization as well as

some working experience. In globalization process the rush of

multinational into Indian market has become a common

phenomenon. Now for their survival in the market, marketing is

playing a vital role and even has become a necessity for such

business firms. Branding, packaging, pricing, promotion, quality,

distribution service and customer have become vital components of

marketing and most of the business firms are realizing that if they

dont have competitive strength they cannot survive. The

undertaken project is one of its kinds and is a smart and bold step

taken by pure insight. To penetrate the market none of thecompetitors have taken such projects before.

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Executive Summary

Executive summary

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In todays competitive world it is difficult to stand firmly for long with its product. Customers today have substantial buying

power with great variety of available goods and service and armedwith great amount of information about practically anything. Theyhave the ability to compare notes on products and are ease ininteracting, placing and receiving orders. Hence only thosecompanies can survive and grow which keep a close eye onchanging scenario.

Todays customers are not only price conscious but also wantdesired specification with nominal price. As we know that thechanging environment consist of external environment of several

factors like social, political, etc. and internal environmentconsisting of organization setup management style and corporatefile. So in order to increase the sale, company has to go to internalas well as external environment thereby balancing the mix of twoand at the same time take initiative to attract more numbers of customers.

The focus of this report is to identify the customer

satisfaction and loyalty of Maruti car in general. And help to provide the information as the basis for making strategy.Competition to this company is extensive e.g. Hyundai, Tata,Chevrolet, etc.

Maruti has been in market since long time. It has been marketleader earlier in almost all segment of the car, but as the marketscenario has change drastically it has affected its position in themarket.

So the project is based on customer satisfaction and loyalty.The first objective is to find the customer satisfaction and loyaltyon basis of Repeat buyers Using how long

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Servicing Guidance Maintenance Comfort Engine performance

In overall terms customer is satisfied. But some of them werenot that much satisfied because of fuel consumption in the citylevel. On the overall basis customers are satisfied in terms of seating capacity, loading capacity, service.

In terms of dealer satisfaction customers were satisfied, the

network is also good. The problem people was facing now is timerequire to complete the servicing, because lot of cars are there, sothat affect on the quality service provided to the customer and timerequired is also more. So Maruti should increase the manpower.Maruti has launched wide variety of products along with widerange of variants. Also Maruti has launched its product running onLPG. Performance of the car using LPG car is quite appreciable.Also companys resale value is good in the market due to which

many have Maruti over other cars.

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Introduction

Customer satisfaction:

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Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpasscustomer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a BalancedScorecard.

In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator andincreasingly has become a key element of business strategy.It's a well known fact that no business can exist without customers.In the business of Website design, it's important to work closelywith your customers to make sure the site or system you create for them is as close to their requirements as you can manage. Because

it's critical that you form a close working relationship with your client, customer service is of vital importance. What follows are aselection of tips that will make your clients feel valued, wanted andloved.

Seven steps to achieve Customer Satisfaction:

1. Encourage Face-to-Face Dealings

2. Respond to Messages Promptly & Keep Your ClientsInformed

3. Be Friendly and Approachable 4. Have a Clearly-Defined Customer Service Policy

5. Attention to Detail (also known as 'The Little Niceties')

6. Anticipate Your Client's Needs & Go Out Of Your Way toHelp Them Out

7. Honour Your Promises

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Customer service, like any aspect of business, is a practicedart that takes time and effort to master. All you need to do toachieve this is to stop and switch roles with the customer. Whatwould you want from your business if you were the client? Howwould you want to be treated? Treat your customers like your friends and they'll always come back.

Measuring customer satisfaction:Organizations are increasingly interested in retaining existing

customers while targeting non-customers, measuring customer satisfaction provides an indication of how successful theorganization is at providing products and/or services to themarketplace.

Customer satisfaction is an ambiguous and abstract conceptand the actual manifestation of the state of satisfaction will varyfrom person to person and product/service to product/service. Thestate of satisfaction depends on a number of both psychologicaland physical variables which correlate with satisfaction behaviorssuch as return and recommend rate. The level of satisfaction canalso vary depending on other options the customer may have andother products against which the customer can compare theorganization's products.

The usual measures of customer satisfaction involve a surveywith a set of statements using a Likert Technique or scale. Thecustomer is asked to evaluate each statement and in term of their

perception and expectation of performance of the organization being measured.

Customer satisfaction is determined by the value to price ratio:

Customer = Value the customer getsSatisfaction Price the customer pays

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Customer loyalty:The term customer loyalty is used to describe the behavior of

repeat customers, as well as those that offer good ratings, reviews,or testimonials. Some customers do a particular company a greatservice by offering favorable word of mouth publicity regarding a

product, telling friends and family, thus adding them to the number of loyal customers. It is a process, a program, or a group of programs geared toward keeping a client happy so he or shewill provide more business.

Customer loyalty may be a one-time program or incentive, or an ongoing group of programs to entice consumers. Also known as

brand name loyalty, these types of incentives are meant to ensure

that customers will return, not only to buy the same product againand again, but also to try other products or services offered by thecompany.

Customer loyalty can be achieved in some cases byOffering a quality product with a firm guaranteeFree offers, couponsLow interest rates on financingHigh value trade-ins

Extended warrantiesRebates(Buy-one-get-one-free programs)Other rewards and incentive programsOffering a risk free trial period for a product or serviceExcellent customer serviceThe ultimate goal of customer loyalty programs is happy

customers who will return to purchase again and persuade others touse that company's products or services. This equates to

profitability, as well as happy stakeholders.If a client has a problem, the company should do whatever it

takes to make things right. If a product is faulty, it should bereplaced or the customer's money should be refunded. This should

be standard procedure for any reputable business, but those whowish to develop customer loyalty on a large-scale basis may also

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go above and beyond the standard. They may offer even more byway of free gifts or discounts to appease the customer.

Two Types Of Loyalty Greater China CRM breaks down loyalty into two different

types: transactional loyalty and emotional loyalty.

Transactional Loyalty Transactional loyalty covers regency, frequency, customer

lifetime and customer share. It is based on transactional records or some historical evidence that shows how recent, frequent, long(customer lifetime) and deep (customer share) the customer is with

your company.

Emotional Loyalty Emotional loyalty includes the willingness to pay premium

price, making your product the de facto standard, recommendingyour products and services to others, and a willingness to providefeedback to help make your product better. It is based on emotionsand relationships, rather than purely the transactional records.

Relationship between Loyalty and SatisfactionWe've talked about customer loyalty and customer

satisfaction. It seems there are correlations between loyalty andsatisfaction. A few questions to ask:-

. Does "satisfied? equal? loyal?"

. Does "satisfied? lead to? loyal?"

. Does "not satisfied? lead to? not loyal?"

Obviously, the answer to the first question is no. There are manyoccasions when you're satisfied but not loyal, especially in highlycompetitive market environments such as the fast-movingconsumer goods market in China right now. The answer to thesecond question is also no. There are many factors other than

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satisfaction that lead to loyalty. Same thing for the third question:there are occasions when you're not satisfied but loyal(transactional loyalty in this case), especially the industries withonly a few players or monopoly, like the mobile network operatorsin China.

Level of Competition:So assuming the same degree of satisfaction, why is the loyaltylevel so different for different industries? It is due to the level of competition in your own industry. With the same degree of customer satisfaction, the loyalty level is different for companies inhighly competitive industries when compared to loyalty levels for

companies in noncompetitive industries.

We could summarize the Customer Loyalty Factors as follows:

Fig: 1 Customer Loyalty Factors

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Fig: 2 Customer Satisfaction and Loyalty Cycle

This cycle shows the role of the customer satisfaction andcustomer loyalty in the overall company profitability.

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Company profile

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Maruti Suzuki India Limited: A profile

Maruti Suzuki India Limited, a subsidiary of Suzuki Motor Corporation of Japan, has been the leader of the Indian car marketfor about two decades. Maruti's contribution as the engine of growth of the Indian auto industry, indeed its impact on thelifestyle and psyche of an entire generation of Indian middle class,is widely acknowledged.

Maruti tops customer satisfaction again for seventh year in arow according to the J.D. Power Asia Pacific 2006 India Customer Satisfaction Index (CSI) Study. The company has also rankedhighest in India Sales Satisfaction Study. TNS Automotive alsoranks Maruti first for Corporate Social Responsibility.

Maruti is also among Top 5 car companies in the Forbes listof the Worlds Most Reputed Companies Nov 06. In 2001, MarutiSuzuki India Ltd became one of the first automobile companiesanywhere in the world to get an ISO 9001:2000 certification. A VBelgium has rated the companys quality systems and practices asa benchmark for the automotive industry world-wide, globalauditors for International Organization for Standardization.

Maruti already rolled out over 6 million vehicles till 2006year, in fact on an average two vehicles roll out of the factoryevery minute. In March 2007 Maruti crossed cumulative exportfigure of 450,000 vehicles since its first export in 1986. Vehicle for exports and domestic are manufactured on the same productionfacilities.

Our Vision:

THE LEADER IN INDIAN AUTOMOBILE INDUSTRY,CREATING CUSTOMER DELIGHT AND SHAREHOLDERSWEALTH; A PRIDE OF INDIA

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The objectives 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 necessaryfor economic growth.

Our Core values:Customer obsession.Fast, Flexible and First mover.Innovation and Creativity.

Networking and Partnership.

Openness and Learning.

Gurgaon Plant:The Gurgaon plant comprises of three fully integrated, state-

ofthe-art production facilities spread over a sprawling 297 acres.While the three plants have a total installed capacity of 350,000cars per year, several productivity improvements over the yearshave made it possible to manufacture nearly 650,000 cars per year

at these facilities alone.Working towards the goal of making India a global hub for

small cars, Maruti and Suzuki have drawn up an investment plan of Rs 9000 crore in India upto 2010.Energy & Environment:

Since the commencement of operations in 1981 we've beencommitted to the protection of the environment and conservationof non-renewable energy sources. Our proactive approach depends

upon not only meeting the expectations of the regulatoryauthorities but achieving the high standards that we have set as aresponsible corporate citizen. This philosophy of trying to make adifference to the environment penetrates through our employees tothe process of manufacture and finally into our products.

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In recognition of our commitment to environment protectionand conservation of non-renewable energy sources, we wereawarded the ISO 14001 Certificate for our EnvironmentManagement Systems at the Gurgaon Plant. The ISO 14001certification is applicable to all our manufacturing activities,

products and services.Maruti has a state of art rain water harvesting system, water

treatment plant and waste management system at Gurgaon plant.Maruti also received prestigious Golden peacock award in 2007 for its environment Management Efforts.

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Board of Directors:-

Mr. R C Bhargava Mr. Shinzo Nakanishi Mr. Manvinder Singh Banga

Chairman MD and CEO Director

Mr. Amal Ganguli Mr. D S Brar Mr. Keiichi Asai

Director Director Director

Mr. Osamu Suzuki Mr. Shuji Oishi Ms. Pallavi Shroff

Director Director Director

Mr. Kenichi Ayukawa Mr. Tsuneo Ohashi

Director Director and Managing

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http://www.marutisuzuki.com/board-of-directors-osamu.aspxhttp://www.marutisuzuki.com/board-of-directors-shuji.aspxhttp://www.marutisuzuki.com/board-of-directors-pallavi.aspxhttp://www.marutisuzuki.com/board-of-directors-Kenichi-Ayukawa.aspxhttp://www.marutisuzuki.com/board-of-directors-Tsuneo-Ohashi.aspxhttp://www.marutisuzuki.com/board-of-directors-osamu.aspxhttp://www.marutisuzuki.com/board-of-directors-shuji.aspxhttp://www.marutisuzuki.com/board-of-directors-pallavi.aspxhttp://www.marutisuzuki.com/board-of-directors-Kenichi-Ayukawa.aspxhttp://www.marutisuzuki.com/board-of-directors-Tsuneo-Ohashi.aspx


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Executive Officer (Production)

CAR MODEL OFFERED BY MARUTI SUZUKI

Maruti Esteem (Sedan) Maruti Baleno (Sedan)

Maruti SX4 (Sedan) Maruti Gypsy (SUV)

Maruti Grand Vitara (SUV) Maruti Zen (Hatchback)

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Maruti Omni (VAN) Maruti Versa (VAN)

Maruti 800 (Hatchback) Maruti Alto

Maruti Swift (Hatchback) Maruti Wagon R (Wagon)

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Objectives

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ObjectivesFirst objectiveTo find out customer satisfaction of Maruti car, with the help of following functions.

Dealer satisfactionService satisfactionResale valueMaintenanceComfortSafetyFuel efficiencyGuidanceRepeat buyersParts availabilityImage

Second objective

To find out which is the most important parameter and leastimportant in terms of satisfaction.Which parameter is on the top of the minds of the customer,when they decide to purchase car.

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Research Methodology

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Research Methodology

Marketing research is systematic problem analysis model building and fact finding for the purpose of important decisionMaking decision and control in the marketing of goods and serviceIn this project sampling of responds have been done on the basis of convenient sampling perception ,opinions, problem. The studywas done to know the customer satisfaction of cars. The study wasdone in the Pune.

The research involved both qualitative as well as quantitativedimension of work and knowledge. The quantitative approachinvolved generation of large chunk of data, which were analyzedon various parameters. While the qualitative approach was toanalyzed the data, take the information out and discard theunnecessary details.

Assumption

It has been assumed that sample of 30 represents the whole population. The information given by consumers is not biased.

Research ApproachQualitative as well as quantitative approach has been used for

this research. But the stress was basically on quantitative approach.

Quantitative approachQuantitative data involves the generation of data in a

quantitative form which can be subject to rigorous analysis in aformal and rigid fashion. Qualitative approach

It is concerned with subjective assessment of opinions and behaviour

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Research designResearch design is the pre-selection of techniques for

collection and analysis of data by considering two important inmind:--Availability of time-Purpose of research

In other words, research design is like a road map toresearcher which tells him about each and every turning points thatcomes this call for developing the most efficient plan for gathering

the necessary information design a research plan decision on thedata source, research approaches, research instrument, sampling plan &contact methods. Descriptive research is used in studyingthe customer satisfaction. Descriptive research is those studieswhich are concerned with describing the characteristics of a

particular individual or group. It gives the company data of respondents and subsequent target market as well.

Sample designSampling is done of the most fundamental conceptsunderlying any research work. Most research studies attempt tomake generalization or draw inference regarding the population,

based on their study of a part of the population that is sample.There are two sampling methods;-

1) Probability method2) Non-probability method

As far as study is concerned, convenient sampling is used.Whosoever was approachable I went &collected the data as per theresearch objective is concerned, since it is about vehicle (car) onecan easily perceive targets responds.

Sampling unit and size:

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Large sample gives reliable result than small sample.However it is not feasible to target population or even a substantial

portion to achieve a reliable result so, in this aspect selecting thesample size was25. Majority were owners of vehicle & car drivers.Why sample size 25:

Project has been given time constraint of 60 days and citylike Pune could not covered in such a small duration if one wantsaccurate result even though market share is high due to timeconstraints it is not possible to larger market survey.

Data collection method:Data for study is collected in two ways:-

Primary dataSecondary dataIn this project as study has been conducted on customer

satisfaction. Questionnaire has been to collect primary data.Secondary data is collected from various website and magazines.

Research instrumentThe research instrument used in the study was the

questionnaire. While designing the questionnaire it has been takenin formulating and sequencing the question so that it allows logicalthinking processes for the respondents.

Execution of projectIt is very important step in the research process accuracy

finings depends on how systematically the study has been carriedout in time so that it can make some sense when required. I haveexecuted the project prior discussion with guide and structured infollowing steps;-

Preparation of questionnaireBefore preparing questionnaire discussion with guides andconcern people has been done.

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Visiting to various dealers, transporters, drivers and market places has helped to collect feedback.

Analysis

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Information got from the customer survey done throughquestionnaire:

Car usage

0

10

20

30

40

50

0 to 5 yrs 6 to 10 yrs more than 10

years

%Respons

Fig: 3From graph it is clear that usage of the car almost same, but it is more in 0 to5 yrs segment it is 40%. There is not much difference in the segments, may

because company is in the market since long.

P r e f e r e n c e f o r t h e c a r o n b a

01020304050

I m a g e

C o s t

F u e l

E f f i c i e n c y

L e s s

M a i n t a i n a n c e

P r e f e r e n c

% R

e s p o n s e

% Respo

Fig: 4Graph shows that preference for purchasing the car is majorly on the basis of fuel efficiency about 40% and then maintenance which is about 32%.

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Customers are more concerned of each and every rupee they are investing.

Se rv ice Fac il

0

1020

30

40

50

Ex c e llen t Good Bad Poor

% R

e s p o n s e

% Respo

Fig: 5Customers are satisfied with service they are getting after purchase which isamounting about 76%.

Any Major Break Down

020

40

60

80

100

Yes No

% R

e s p o n s e

% Respons

Fig: 6There are less major breakdowns only 4%, that also in the cars which are tooold (as told by customer).

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S u g g e s t o th e r f o r p u r c h

0

20

40

60

80

100

Y es No

% R

e s p o n s e

% Respon

Fig: 7Most of them said that they will suggest other for the purchase of the car,about 80% would like to suggest.

Good Warranty Service

0

10

20

30

40

50

60

7080

Y es No

%Respons

Fig: 8Customers are satisfied about warranty service they are getting from thecompany about 68%, but also unsatisfaction is about 32% which cannot beneglected as in large amount this percentage may count a lot.

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Good Resale Value

0

20

40

60

80

100

Yes No

%Respons

Fig: 9Customer are sure about the resale value, as in the market the resale value isgood for these cars, about 84% say yes. May be because company is for longtime in the market.

Repeat Buyer

010203040506070

Yes No

% R

e s p o n s e

% Respons

Fig: 10Repeat buyers percentage is more i.e. 60%. Many be because of less cost,less maintenance and good resale value.

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Good Car Safety

0

10

20

30

40

50

60

70

Y es No

%Respons

Fig: 11Customers are satisfied about car safety, about 60%. But also unsatisfactionis also comparatively more.

Intial View Before Buying

0

10

20

30

40

50

60

Should Buy Consult Other Feed Back

%Response

Fig: 12Before purchasing the car most of them like to consult others, which isabout 56%.

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View After Purchasing

0

10

20

30

40

50

60

70

Right Choice Good Choice Wrong Choice

%Response

Fig: 13After purchasing and using customer are satisfied about their choice, about60%. Satisfaction is more in purchasing the car.

Ruff & Tuff for Use

0

10

20

30

40

50

60

70

80

Yes No

%Respons

Fig: 14Customer view is that the car can be used anywhere in village and in urbanarea effectively and efficiently. About 68% say it is good to use in ruff andtuff area also.

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Good Fuel Efficiency

0

20

40

60

80

Yes No

% R

e s p o n s e

% Respons

Fig: 15Customers are satisfied with the fuel efficiency, about 72%. Customers haveexperienced the fuel efficiency of the car and they are satisfied about the fuelefficiency.

Guidance for Financing

05

10

15

20

25

30

35

40

45

50

Excellent Good Bad Poor

% R

e s p o n s

%Response

Fig: 16Customers are satisfied with the guidance they got about the financing for the car they purchased, about 72%. Also they where guided for the bank of their preference.

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L e s s M a in t e n a n ce t h an o t h e r

0

10

20

30

40

50

60

70

Yes No

% Respon

Fig: 17Customers are satisfied of about the maintenance of the car as compared toother car in the market, about 64%.

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Observation and Findings

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Observation and Findings:

It is observed from the analysis that overallsatisfaction for the company and the performance of the car.There is good perception about the company in themarket.The most important thing is that customers aresatisfied more about the fuel efficiency, about 72%.Product quality of the Maruti is good.Customer is satisfied about the service they are

getting after purchasing.Customers are satisfied about the dealer, in their after sales service, finance guidance, etc.In terms of the comfort and safety customers aresatisfied.Customers are satisfied about the maintenance of thecar, also as compared to the other cars also.Most of the people would like to suggest others for the

purchasing of the car It was found that there are no major breakdowns.Also there are many repeat buyers.There is good resale value for Maruti Suzuki cars.Most of them consulted other before purchasing thecar.

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Limitations

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Limitations:

The project was conducted for a period of two months,which restricted the scope of the project.Questionnaire was in general and not product specific,so most of them find it difficult to answer.There are subjective questions which are difficult to

analyze and for the formulation of the conclusion.Many times customer didnt have time to talk andfilled the questionnaire in hurry, so they have somevague and ambiguous information.Some customers show some bias towards someanswers.Money was a criterion for doing the survey. It was a

major constraint otherwise the number of samplingsize could have been increased.Very difficult to convince people sometime to fill thequestionnaire. Respondents are so aggressivesometimes; they dont give time to research people. Itcreates problems to research people.

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Annexure

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Annexure

Questionnaire

1. How many years you are using Maruti car?a. 5yrs b. 10yrs c. More than 10yrs

2. Why did you prefer Maruti car?

a. Image b. Cost c. Fuel efficiency d. Less Maintenance

3. How about service facility and parts availability?a. Excellent b. Good c. Bad d. Poor

4. Was there any major breakdown of your car or of any of yours friend and How much time did it took to solve?

a. Yes Time took 1. Less than a month 2.More than one

monthb. No

5. Would you suggest others for Maruti Car?a. Yes b. No

6. Are you repeat buyer?a. Yes b. No

7. How about warranty service? Did you got good service fromMaruti and at dealership?

a. Yes b. No

8. Do you believe you will get good resale value?a. Yes b. No

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9. Are you satisfied with the cars safety?a. Yes b. No

10. What did you thought before purchasing the car?a. Should buy b. Consult others c. Go via feedback

11. And now what do you feel now after using? b. Right choice b. Good choice c. Wrong choice

12. Do you feel that car is rough and tough for use?a. Yes b. No

13. Do you feel is it fuel efficient?a. Yes b. No

14. How was the guidance given for the financing?a. Excellent b. Good c. Bad d. Poor

15. Does it require more maintenance than other cars?

a. Yes b. No

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BIBLOGRAPHY&REFERENCES

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BIBLOGRAPHY&REFERENCES

BOOKS:-

Marketing management : - Philip Kotler

Marketing management : - Sexana

Research methodology : - C.R. Kothari

MAGAZINE:

Company and product brochures

WEBSITE:

www.google.comwww.maruti.com

Documents

13 PgdbmProject Report