Brand Loyaliti Varun Motors

CONTENTS

S.No. CHAPTER I CHAPTER II CHAPTER III CHAPTER IV

TOPIC INTRODUCTION REVIEW OF LITERATURE INDUSTRY & COMPANY PROFILES

PAGE No. 1 10 16 49

DATA ANALYSIS & INTERPRETATION 68 FINDINGS CONCLUSIONS SUGGESTIONS

CHAPTER V SUMMARY

ANNEXURE BIBLIOGRAPHY

71 73

INTRODUCTION INTRODUCTION TO MARKETING:-

A social and Managerial process by which individuals and groups obtain what they need and what through creating and exchanging products and value with others, Phillip Kotler. Marketing, more than any other business function, deals with customers. Understanding creating communicating and delivering customer value and satisfaction are the heart of modern marketing thinking and practice. Marketing is the delivery of customer satisfaction at a profit. Today marketing must be understood not in the old sense of marketing a sale telling and selling but in the new sense of satisfying customer needs. Marketing continues throughout the product life cycle trying to find new customers and keep customers by improving product appeal and performance learning from product sales results and managing repeat performance. Consumers usually face a bard array of products and services that might satisfied a given need. Consumers make buying choices based on their perceptions of the value that various products and services deliver. Customer value is the difference between the values the customers gains from owning and using a products and the costs of obtaining the products.

What is marketing? Almost every marketing textbook has a different definition of the term marketing. The American Marketing Association (AMA) uses the following : The process of planning and executing the conception, pricing, promotion, and distribution of ideas, goods, and services to create exchanges that satisfy individual and organizational objectives. From this definition, we see that : Marketing involves an ongoing process. The environment is dynamic. This means that the market tends to change what customers want today is not necessarily what they want tomorrow. For example, sales of beef are declining in the United States because consumers have become health oriented. Similarly, Tupperware parties are less popular today than they once were because there are fewer housewives who do not work outside the home. This process involves both planning and implementing (executing) the plan. Some of the main issues involved include: o Marketers help design products, finding out what customers want and what can practically be made available given technology and price constraints. o Marketers distribute products there must be some efficient way to get the products from the factory to the end-cutomers. o Marketers also promote products, and this is perhaps what we tend to think of first when we think of marketing. Promotion involves advertising and much more. Other tools to promote products include trade promotion (store sales, coupons, and rebates), obtaining favorable and visible shelf-space, and obtaining favorable press coverage. Marketers also price products to move them. We know from economics that, in most cases, sales correlate negatively with price the higher the price, the lower the quantity demanded. In some cases, however, price. o May provide the customers with a signal of quality. Thus, the marketers needs to price the product to (1) Maximize profit and (2) Communicate a desired image of the product.

o Marketing is applicable to services to services and ideas as well as to tangible products. For example, accountants may need to market their tax preparation services to consumers. Reasons for studying marketing:There are several goods reasons for studying marketing. First of all, marketing issues are important in all areas of the organization customers are the reasons why businesses exist. In fact, marketing efforts (including such services as promotion and distribution) often account for more than half of the price of a product. As an added benefit, studying marketing often helps us become more survey consumers. We will learn, for instance, that the per unit price of a bigger package is frequently higher than that of a smaller one, and that more expensive products are frequently not better in quality.

INTRODUCTION OF BRAND LOYALTY: Brand loyalty is a unique set of association within the minds of target customers, which represent what the brand currently stands for , and implies the current promise to customer.(Note that brand image is what is currently in minds of customers, where as brand identity is inspirational ).It is the sum total of all tangible and intangible traits the ideas, beliefs, values prejudices , interests , feature and ancestry that make it unique. A brand loyalty visually and collectively represent all internal and external characteristics the name , symbol , packaging ,literature, signs, vehicle, and culture .It is any thing and every thing that influences how its target constituencies or even a single customer perceives brand or even a single marketable investment a company can make . Creating or revitalizing a positive brand loyalty is a basic component of ever business and lays a foundation on which companies can build their future.

Once you make your products or service distinctive, build your products or services distinctive; build your new image through a combination of words imaginary and other devices that appeal to human logic and emotion. Choose or create a memorable name for your brand .Create a visually effective logo. Write tagline or slogan for the brand that concisely and captures and communication the essence of your unique selling proposition .A brand Must communication the essence of your unique setting proposition .A brand must communicate what it distinctively stand for using as few words and or images so it distinctive and easily recognizable to your market Image alone can help different a commodity whether based on real or perceived benefits as long as the strategy is executed properly . Image can be built to inform consumers about hidden or small different that they might otherwise be unaware of and thus turn these different onto something that in their own minds they simply cannot live without.

METHODOLOGYData collection is most essential aspect of any research because the whole result of research depends on the data and information hence, the methodology adopted b me to collect the data final interpretation were through. 1. Survey Research: This King of research finds favour with almost all the social science researches. It is one 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. It 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 etc. 2. Primary Source of data: Meaning: Primary sources of data are the data which needs the personal efforts of collect it and which are not readily available. Primary sources of data are the other type off sources through which the data was collected. Following are few ways in which the data was collected: a) Questionnaires: Its set of questions on a sheet of paper was being 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 poor put much effort to collected. Because it is already been collected and part in an elderly manner by some researchers, experts and socialites. The Secondary sources helpful or study were: 1 2 3 4 5 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.

4. Library Survey: This was also undertaken for the collection of data This type of research is based on books periodical, 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 consumers.

6. Period of the study:

The study is undertaken in the month of 4th, May 2008 to 20th, SCOPE & LIMITATIONS OF THE SURVEY 1 The sample size Limited, so as Customer Satisfaction. 2 The scope is very limited, because attitude & expectations of the people change according to the time & situation. 3 . 4 5 The study is conducted only for 60 days. Consistency was lacking with regard to the information given by few customers. The study if restricted to both (twin cities) Hyderabad and Secundrabad and that to among 100 respondents to give the accurate information regarding

The study is restricted to the certain area. So is could not give whole picture about Andhra Pradesh or India.

CHAPTER II REVIEW OF LITERATURE

LITERATURE REVIEW

The present study shows the existence and importance of dealer; the value of their opinions; and brand loyalty regarding the MARUTI products; thus contributing to make the product reach the ultimate end consumer. The present study gives a great emphasis on the opinions and expectations and the factors that influence the dealer to deal particular brands. In the present study the views and expectations of the dealer has been collected based upon certain parameters. The primary data of the study has been collected by collecting the dealers towards the products with a questionnaire that consist of various factors that influence the dealers.. The factors that influence the dealer to deal with products has been given high importance in the study.

CUSTOMER SURVEY: Finding out the dealer brand loyalty on products towards maruti cars and its parts . For this survey, I have prepared a questionnaire; through this I collect data from the dealers. Sample size of survey is 100 customers. By analyzing these questionnaires, I found out the level of brand loyalty on MARUTI car..

In this report, I explained the analysis of questionnaire through tables and graphs. Methodology used in the collection of data is; 1. Survey research method. 2. Primary sources of data 3 Text books Internet News papers Magazines Questionnaire Direct interviewing Secondary sources of data

BRAND LOYALITY DEFINITION: Brands that consumers generally buy from the same manufacturer repeatedly over time rather than buying from multiple suppliers within the category. It also refers to the degree to which a consumer consistently purchases the same brand within a product class.

Brand loyalty, In marketing, consists of a consumer's commitment to repurchase the brand and can be demonstrated by repeated buying of a product or service or other positive behaviors such as word of mouth advocacy. True brand loyalty implies that the consumer is willing, at least on occasion, to put aside their own desires in the interest of the brand Brand loyalty has been proclaimed by some to be the ultimate goal of marketing Brand loyalty is more than simple repurchasing, however. Customers may repurchase a brand due to situational constraints, a lack of viable alternatives, or out of convenience. Such loyalty is referred to as "spurious loyalty". True brand loyalty exists when customers have a high relative attitude toward the brand which is then exhibited through repurchase behavior. This type of loyalty can be a great asset to the firm: customers are willing to pay higher prices, they may cost less to serve, and can bring new customers to the firm. For example, if Joe has brand loyalty to Company A he will purchase Company A's products even if Company B's are cheaper and/or of a higher quality.

An example of a major brand loyalty program that extended for several years and spread worldwide is Pepsi Stuff. Perhaps the most significant contemporary example of brand loyalty is the fervent devotion of many Mac users to the Apple company and its products. Brand loyalty is the ultimate goal a company sets for a branded product. Impervious articles, the definition and importance of branded were discussed, as well as necessary steps needed to brand a product. This article focuses on brand loyalty, its importance to a company, and steps necessary to convert to and maintain brand loyalty. Brand Loyalty. Brand loyalty is a consumers preference to buy a particular brand in a product category. It occurs because consumers perceive that the brand offers the right product features, images, or level of quality at the right price. This perception becomes the foundation for a new buying habit. Basically, consumers initially will make a trial purchase of the brand and, after satisfaction, tend to form habits and continue purchasing the same brand because the product is safe and familiar. Brand loyalists have the following mindset: I am committed to this brand. I am willing to pay a higher price for this brand over other brands. I will recommend this brand to others. Important of the Brand Loyalty There are three main reasons why brand loyalty is important: Higher Sales Volume The average United States company loses half of its customers every five years, equating to a 13% annual loss of customers. This statistic illustrates the challenges companies face when trying to grow in competitive environments. Achieving even 1% annual growth requires increasing sales to customers, both existing and new, by 14%. Reducing customer loss can dramatically improve business growth and brand loyalty,

which leads to consistent and even greater sales since the same brand is purchased repeatedly. Premium Pricing Ability Studies show that as brand loyalty increases, consumers are less sensitive to price changes. Generally, they are willing to pay more for their preferred brand because they perceive some unique value in the brand that other alternatives do not provide. Additionally, brand loyalists buy less frequently on cents-off deals these promotions only subsidize planned purchases. Retain Rather than Seek Brand loyalists are willing to search for their favorite brand and are less sensitive to competitive promotions. The result is lower costs for advertising, marketing and distribution. Specifically, it costs four to six times as much to attract a new customer as it does to retain an old one. The Process to the Create and Maintain of Brand Loyalty Favorable brand attitudes are the determinants of brand loyalty consumer must like. In order to develop loyalty to it. In order toconvert occasional purchasers into brand loyalists, habits must be reinforced. Consumers must be reminded of the value of their purchase and encouraged to continue purchasing the product in the future. To encourage repeat purchases, advertisement before and after the sale is critical. In addition to creating awareness and promoting initial purchases, advertising shapes and reinforces consumer attitudes so these attitudes mature into beliefs, which need to be reinforced until they develop into loyalty. For example, the most avid readers of a travel ad are those who just returned from the destination. Ads reinforce a travelers perception and behavior. Remember, it is easier to reinforce behaviors than to change them and the sale is just the beginning of an opportunity to turn the purchaser into a loyalist. A few more points to keep in mind Develop an unbeatable product -

If you want to keep customers, make sure they can get what they want from your product. Give customers an incentive to repeatpurchase Stand behind your product if customers dont trust the product, they wont purchase it again. Know your trophy customers and treat them best of all remember the rule that 80% of sales will come from the top 20% of customers. Make it easier to buy your brand than competing brands availability and simplicity are keys in todays high-speed world. Customers appreciate convenience more than ever. Go to your customers bring the product to customers when possible. Become a customer service champion seek to serve the customer and they will repeatpurchase again Chance to win a prize, gift with a certain number of proofs of purchase, in-pack discount coupon, etc.

CHAPTER III INDUSTRY PROFILE

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 man 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 fists car in the world. In early 1900 year, lot of changes took place in culture, lifestyle, standard of living was improved. So many industries have entered in this filed (4 wheelers) to improve the QUALITY of the product in different parameters. As well as in 1928 the firs 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 90s tremendous changes took place in all industries because of Globalization. Many companies have entered, to start its manufacturing in India, because of cheap viability 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. Automobile manufactures in India have, for decades, perpetuated the idea that they know best not only about manufacturing and selling years but also what the customer wanted. As a result even till the early 80s, customer was very often not able to choose the colors of the car or scooter he bought. Indeed, motorcycles were usually black. So too the premiums payable. Dealers were that the act of buying a new car was simply a monitory transaction which resulted in a great favor being bestowed on the customer.

It has all changed now and how! For one more and more of us are buying new cars . In fact more Indians bought cars in July/August 1999 than ever before there were five new cars buyers in for every three in July/august 1998.

REVOLUTION IN AUTOMOBILE INDUSTRY Indian Automobile industry has contributed significantly to the national economy through upstream and down stream activities. The major milestones of the industry are as follows: 1928 - The firs imported car introduced in India. 1942 Hindustan Motors was incorporated. 1944 - Premiere Automobile started its manufacturing. 1948 First PAL car was introduced in India. 1953 - The Government decreed that firms which had a manufacturing unit should be allowed to operated more assemblers of imported CKD. Units asked tone terminated their operations with in 3 years. 1955 Only six firms namely HM, APL, SMPH, PAL, M&M, and TELCO Approval. The Government continued with its protectionist polices towards the industries. 1960 Two wheelers and three wheelers were established in the Indian scenario. 1970 Major factors affecting the industries structure were implementation of MRTP act, and FERA act of 1973 and 1979 during this period there was not changes in automobile industry are: 1980 period changes in automobile industry are: First phase of liberalization announced . The advantages like monopoly, oligopoly etc. slowly declined. The Government allowed for foreign collaborations. Important policy some ancillary products, concessions to private sector and foreign collaboration policy etc. resulted in higher growth of the industry then in earlier decades.

Revolution in he car market, with the joint venture between the Government of India and Suzuki Motors Corporation take place. i.e.Maruthi Udyog Ltd.

1993- Announcement of National Industry Policy which lead to allowing the Allowing the automobile industry to expand. 1995- The India car market witnessed Liberalization many multinationals like Daewoo, Peugot, General, Motors, Mercedes Benz and Fiat came in the Indian market. 2000-Market was flourised with small cars. 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 ours did not have resources to invest in personal transportation, The India customer had to wait till the mid 1980s, a full 40 years after independence to see a car that the people wanted. December 1983 heralded a revolution in the India car industry .Maruthi collaborated with Suzuki of Japan to produce the first affordable car for the average Indian . The Maruthi800 was the first version of Maruthi to hit the Indian roads in Des1983. Since then it has been on a constant rise.

At this time, the Indian car market had stagnated at a volume of 30,000 to 40,000 cars for the decade ending 1983.This was form Maruthi taken over.

This sales figure for the year 1993 reached up to 1, 96,820. 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 44 models of cars . Today there are 20 manufacturers in India.

In March, 1994 Maruthi Udyog Ltd., became the first Indian company to produce over one million vehicles, a landmark yet to be achieved by any other car company in India. Matuthi is the highest volume car manufacturer in Asia. Outside Japan and Korea having volume car manufacturer in India. Maruthi is the highest volume car manufacturer In Asia. Outside Japan and Korea having produced over 4 million vehicles by April, 2003. Literature of compact car Segment: Fifteen years ago we had a choice of only two cars. When Maruthi came along the selection was enlarged to five. The broad branding period in the mid 1980s added three models and until 1993 the auto sector was deli censed; the choice for Indian car buyer was still in single digits due to the deli censing the global auto makers quickly setup plants for total production so that the variety has increase up to thirty different models with in a short span of four years. But for the majority. Choice has still remained limited. Three out of four car buyers continue to acquire low-cost Maruthi as they simply cannot offer most of the new models priced Rs.5lacks and above. With the down term in the auto industry in general and the mid size segment is particularly manufacturers are modify their strategies and looking at the entire spectrum of the car market to justify their capacity. Companies like Daewoo, Hyundai and Telco will take maruthi head on with low-cost cars in a bid to grad a six able crunch of its 82% market share.

The Indian car market is nowhere near the kin of segmentation. Segmentations happen only in natured markets in a nascent market like India price is a big fact. The fact that the Indian market is segmented according to the price shows that its immature market.

On the basis of the price of the Indian market can be classified into three basis categories: Budget cars- priced less than 4.5lakhs . Mid-sized- prized between 4.5-8lakhs. Luxury cars prized above 8lakhs.

Car Segment: With the expansions of Indian automobile market over a period of time the car models have been groped in to the following segments.

Based on the Price and size: A segment(Till 3 lacks) B segment (3 to 4.5 lacks) :Maruthi800, omni. : Zen, Wagon R, Alto, Santro, Matiz, Palio and Indica. C1 segment(4.5 to 6.5 lacks) : Esteem, Accent, siena, Indigo, Ikon, Corsa. C2 segment(6.5 to 10 lacks ) : Baleno, Astra, city and Lancer. D segment( 10 lacks &above) : Octavia, sonata, mondeo, accord, carmy,vectra, Corolla, Mercedes

Indian Car Market Trend o The Indian market was fuelled by entry of Maruthi800 and A1 segment car was largest selling segment in market for many years and is still the single largest selling models.

o With the entry of Zen in India market MUL offered the upgrade option to A1 segment owners as well as new buyers. o The present trend of market shows the tremendous growth in A2 segment the volume of which has already crossed the A1 segment in no and presently constitutes approx 50% of total car market. It appears that A2 segment will continue to be the largest selling for many more years. o Maruthi has 3 models with 13 variants in the growing A2 segments and is continuously consolidating its position in the segment. o With the continuously evolving market the A3 segment is expanding at slow and consistent rate, MUL has 2 models in the segments with 7 variation to suit customer requirement. o 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 o MUL has a 54.5% market share while all the remaining manufactures could only make up 45.5% o MUL is the world leader in market share and sets a bench mark that is hard to achieve.

Industry Players: Maruthi Udyog Ltd. Honda SIEL Ltd.

Hindustan motors. Daewoo motors India Ltd. Toyota Kirloskar Daimler chrystler India Pvt. Ltd Skoda Octavia Hyundai Motors Ltd. Fiat India Ltd. TELCO Ford Motors India Ltd. General motors Ltd.

COMPANY PROFILE

COMPANY PROFILE

Quick Facts Year of Establishment Vision Industry Listings & its codes February 1981 "The Leader in The Indian Automobile Industry, Creating Customer Delight and Shareholder's Wealth; A pride of India." Automotive - Four Wheelers BSE - Code: 532500 NSE - Code: MARUTI Bloomberg: MUL@IN Joint Venture Reuters: MRTI.BO With Suzuki Motor Company, now Suzuki Motor

Corporation, of Japan in October 1982. Registered & Corporate Office 11th Floor, Jeevan Prakash 25, Kasturba Gandhi Marg New Delhi - 110001, India Tel.: +(91)-(11)-23316831 (10 lines) Fax: +(91)-(11)-23318754, 23713575 Works Telex: 031-65029 MUL IN Palam Gurgaon Road Gurgaon -122015 Haryana, India Website Tel.: +(91)-(124)-2340341-5, 2341341-5 www.marutiudyog.com

Maruti Udyog Limited (MUL) was established in February 1981 through an Act of Parliament, to meet the growing demand of a personal mode of transport caused by the lack of an efficient public transport system.

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 nongovernment company. Marutis 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 corporations R and D hub for Asia. It has introduced upgraded versions of WagonR Zen and Esteem, completely designed and styled in-house. Marutis 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 been rated best cars in their category in Total Customer Satisfaction Survey 2004 conducted by TNS Automotive.The companys 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 companys 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 Companys 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 Suzukis global site, information about export operations and details of the companys social initiatives in the field of road safety, safe driving, Driving Training Institute and environment care. Additionally, this section contains information for those seeking career and business opportunities with Maruti. It gives information on multiple channels for contacting the company. There is also a link for accessing the monthly newsletters. If you are looking for the latest media coverage on Maruti Udyog, theres special section devoted to News & Events.

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 months. ON 14th 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 Customer Satisfaction study (JD Power Asia Pacific 2000 India Customer Satisfaction studies). It is also the only car company in the world to be Top ranked four times in a row (2000-2001, 2002 &2003). Despite there being 15 companies in the passenger car market. Transfer of Technology:

Every minute two vehicles roll out of the Maruti Plant. It is therefor3e 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 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 Shareholders Wealth; A Pride of India.

MUL Core 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 MeasuresTS 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:

To provide a wide range of modern, high quality fuel efficient vehicle in order to meet the need of different customers both domestic and export markets. There are 258 sales outlets, 1838 service centers across 922 cities as on 01-03-2008. Service available in 41 cities across the 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 Prts 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 use3d 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. 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.

Board of Directors: MUL is a board managed company. Currently the directors on the Board are: Position Chairman Managing Director Personnel Mr. Shinzo Nakanishi Mr. Jagdish Khattar

Senior Joint Managing Director Director (Marketing & Sales)

Mr. Tsuneo Kobayashi Mr. Hirofumi Nagao Mr. Shinichi Takeuchi Mr. Shuji Oishi 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, Feburary 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, during January 2008. The companys volume in the domestic A2 segment grew by 21.2 pre cent compared to January 2007. As published in Overdrive Magazine dated 15the March, 2008.

Awards & Accolades 2005 Number one in JD Power SSI for the second consecutive year. Number one in JD Power CSI for the sixth time in a row - the only car to win it so many times. M800, WagonR and Swift topped their segments in the TNS Total Customer Satisfaction Study Leadership in the JD Power Initial Quality Study - Alto number one in its segment for the 2nd time in a row, Esteem number one in its segment for the 3rd year in a row, Swift number one in the premium compact segment. WagonR and Esteem top their segments in the JD Power APEAL study.

TNS ranks Maruti 4th in the Corporate Reputation Strength (CSR) study (#1 in Auto sector)-Feb 05. Maruti bagged the "Manufacturer of the year" award from Autocar-CNBC (2nd time in a row)-Feb 05. First Indian car manufacturer to reach 5 million vehicles sales. Business World ranks Maruti among top five most respected companies in IndiaOct 04. 1 2 2004 Maruti Suzuki was No. 1 in Customer satisfaction, No. 1 in Sales Satisfaction No.1 in Product Quality (Esteem and Alto) and No. 1 in Product Appeal (Esteem and Wagon R). No. 1 in Total Customer Satisfaction (Maruti 800, Zen and Alto). Business World ranked us among the country's five most respected companies. Business World ranked us the country's most respected automobile Voted Manufacturer of the year by CNBC Voted one of India's Greenest Companies by Business Today-AC Nielson ORGMARG. Maruti ranked among top ten (Rank7) greenest companies in India by Business Today - Sep '04

2003 1 Maruti 800, Maruti Zen and Maruti Esteem make it to the top 10 automotive brands in Most Trusted brand survey 2003 2 3 J D Power ranked 3 mmodels of Maruti on top: Wagon R, Zen and Esteem Maruti 800 and Wagon R top in NFO Total Customer Satisfaction Studyd 2003.

4

MUL tops in J D Power CSI (2001) for 4th time in a row

2001 1 MUL tops in J D Power CSI (2001) for 2nd time in a row

2000 2 Maruti bags JD Power CSI 1st rank

1999 3 4 MSM lanched as model workshop in India; achieves highes CSI rating. Central Board of Excise & Customs awards Maruti with Samman Patra, for contribution to exchequer and being an ideal tax assesses

1998 1 CIIs Business Excellence Award

1996 2 3 Maruti wins INSSAN award for Excellence in Suggestion Scheme Awarded the Star Trading House status by Ministry of Commerce

1995 1 Engineering Exports Promotion Councils award for export performance

1994 2 Best Canteen award among Haryana Industries as part of employee welfare

1993 1 Engineering Exports Promotion Councils award for export performance

1991-92 2 3 Milestones 1981 3 1982 4 1983 Steped into a JV with SMC of Japan. Maruti Udyog Ltd. was incorporated Engineering Exports Promotion Councils award for export performance

5 1984 6 1985 7 8

Maruti 800, a 796 cc hatchback, India's first affordable car was produced.

Installed capacity reached 40,000 units. Omni, a 796 cc MUV was in production.

Launch of Maruti Gypsy (970cc, 4WD off-road vehicle). Produced 100,000 vehicles (cumulative production).

1986 9 Produced 100,000 vehicles (cumulative production).

1987 10 Exported first lot of 500 cars to Hungary. 1988 11 Installed capacity increased to 100,000 units. 1992 12 SMC increases its stake to 50 per cent. 1994

13 Produced the 1 millionth vehicle since the commencement of production. 1995 14 Second plant launched, the installed capacity reached 200,000 units. 1996 15 Launch of 24-hour emergency on-road vehicle service.

1997 16 Produced the 2 millionth vehicle since the commencement of production. 1998 17 Launch of website as part of CRM initiatives. 1999 18 Launch of Maruti - Suzuki innovative traffic beat in Delhi and Chennai as social Initiatives. 2000 IDTR (Institute of Driving Training and Research) launched jointly with DelhiGovernment to promote safe driving habits. 2001

19 Launch of customer information centers in Hyderabad, Bangalore, and Chennai. 2002 20 SMC increases its stake to 54.2 per cent. 21 Launch of Maruti Finance with 10 finance companies in Mumbai. 22 Start of Maruti True value in Mumbai. 2003 23 Production of 4 millionth vehicle 24 Listed on BSE and NSE after a public issue over subscribed 10 times.

2004 25 Maruti closed the financial year 2003-04 with an annual sale of 472122 units, the highest ever since the company began operations 20 years ago. 2005 26 The fiftieth lakh car rolls out in April, 2005. Indias 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 customers lifestyle. Models & Variants available to suit various customers needs. Range of vehicles to support physically challenged persons. Suzuki Motor Corporation

Suzuki Motor Corporation was established around 75 years ago. Suzuki Motor Corporation is 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 MarutiUdyogLimited,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 operational soon. Suzuki MotorCorporationIndianpartner.

DEALER PROFILE

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 with Bajaj Auto dealership at Visakhapatnam in 1992. This dealership had marked the birth of the Varun group. Varun later ventured into 4 wheeler business with Maruti dealership 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 as Varun 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.

INFRASTRUCTURE: HYDERABAD: Showroom is situated in the prime locality of Begumpet main road with a 3500sft.space. and work shops are located in Begumpet and Balanagar prime locations. Begumpet 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 whilst its showrooms and workshops are also top notch. For example, Varun's Maruti showroom in Visakhapatnam is the largest showroom in India whilst Varun's workshops are equipped with up to date technology, modern inventory and world class facilities. Our Maruti dealership at Vijayawada is in an outstanding 3S facility. 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 Indias 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 centers with spares parts back up. Varun also has driving schools. All services are under one roof, for ex: RTA, Insurance, extended warranty, accessories, exchange and true value departments. Varun Group- Service Statistics: Varuns are currently servicing 18,000 Bajaj's range of 2- wheeler and 3- wheeler vehicles per month and 5700 Maruti cars per month. Varun Motors has serviced 10, 00,000 Bajaj vehicles and 2, 00,000 Maruti cars till date.

CHAPTER IV ANALYSIS & INTERPRETATION

1. What is your opinion on maruthi brand compared to other brands? a) Excellent c) Average Opinion Excellent Good Average Below average b) Good d) Below average No of respondents 80 15 5 0

80 70 60 50 40 30 20 10 0 No of respondents Excellent Good Average Below average

80% of the customers say that maruthi brand is excellent compared to other brands. 15% of the customers say that maruthi brand is good compared to other brands. 5% of the customers say that maruthi brand is average compared to other brands

2. in which aspects maruthi brand is creating good image on the mind of customer? a) Excellent quality service d) Easy available service parts e) All the above No of respondents Opinion Excellent quality Good mileage Good service Easy available service parts All the above 10 10 5 5 70 b) Good mileage c) Good

70 60 50 40 30 20 10 0 No of respondents Excellent quality Good mileage Good service Easy available service parts All the above

10% of the customer say excellent quality of maruthi brand is creating good image on the customer mind. 10% of the customer say Good mileage of maruthi brand is creating good image on the customer mind 5% of the customer say Good service of maruthi brand is creating good image on the customer mind 5% of the customer say Easy available service parts of maruthi brand is creating good image on the customer mind. 3. Which things are motivating you to purchase a maruthi car? a) T.V advertisement c) Radio, F.M Opinion T.V advertisement print media radio, F.M Publicity all the above b) print media d) Publicity. No of responses 15 10 5 40 30 e) All the above

40 35 30 25 20 15 10 5 0

T.V advertisement print media

radio, F.M

Publicity

all the above

15% of the companies are being motivated by T.V advertisement to purchase a maruthi 10% of the companies are being motivated by print media to purchase a maruthi 5% of the companies are being motivated by radio, F.M to purchase a maruthi 40% of the companies are being motivated by Publicity to purchase a maruthi 30% of the companies are being motivated by all the above to purchase a maruthi 4. Why are you giving preference for purchase a maruthi car? a) Good service c) Lot of varieties Opinion Good service easily available loans lot of varietes all the above b) easily available loans d) all the above. No of responses 20 20 20 40

4 0 3 5 3 0 2 5 2 0 1 5 1 0 5 0 N or s o ss o f e p ne G o s r ic o d ev e e sl a ala l a iy v i be l as on l t o v ree o f ai t s a t ea o e ll h b v

20% of customers are giving preference for purchase a maruthi car due to of its good service. 20% of customers are giving preference for purchase a maruthi car due to of its easily available loans 20% of customers are giving preference for purchase a maruthi car due to of its lot of varieties 40% of customers are giving preference for purchase a maruthi car due to of its all the above 5. I purchased my car because of my friends. a) Strongly agree d) disagree Opinion strongly agree agree moderately agree disagree strongly disagree b) agree e) strongly disagree. No of responses 60 20 10 10 0 c) moderately agree

6 0 5 0 sro g a r e t n ly g e 4 0 3 0 2 0 1 0 0 N o re p n e o f soss a re g e m d r t ly o e ae a re g e d are is g e sro g t n ly d are is g e

60% of customer strongly agree that they have purchase their car because of their friends. 20% of customer agree that they have purchase their car because of their friends. 10% of customer moderately agree that they have purchase their car because of their friends. 10% of customer disagree that they have purchase their car because of their friends 6.I perceive that the car brings social status in the society. This is one of the motivating factor for a common purchase a? a) Strongly agree d) disagree Opinion strongly agree agree moderately agree disagree strongly disagree b) agree e) strongly disagree. No of responses 55 25 10 5 5 c) moderately agree

6 0 5 0 4 0 3 0 2 0 1 0 0 N o re p n e o f soss sro g a r e t n ly g e a re g e m d r t ly o e ae a re g e d are is g e sro g t n ly d are is g e

55% of customer strongly agree that they are motivated for to purchase a car because it brings social status in the society. 55% of customer agree that they are motivated for to purchase a car because it brings social status in the society. 55% of customer moderately agree that they are motivated for to purchase a car because it brings social status in the society. 55% of customer disagree that they are motivated for to purchase a car because it brings social status in the society. 55% of customer strongly disagree that they are motivated for to purchase a car because it brings social status in the society.

7. I like maruthi because of low running cost service network? a) Strongly agree d) disagree b) agree e) strongly disagree. c) moderately agree

Opinion strongly agree agree moderately agree disagree strongly disagree

No of responses 70 20 10 0 0

7 0 6 0 5 0 4 0 3 0 2 0 1 0 0 s og t nl r y d ar e i g s e s og a r e t nl g r y e ar e g e m ea l o rt y d e ar e g e d ar e i g s e

N or s os s o f epne

70% of customer say strongly agree that they like maruthi because of low running cost service network. 20% of customer say agree that they like maruthi because of low running cost service network 10% of customer say moderately agree that they like maruthi because of low running cost service network

8. I suggest strongly to my friend to go to Maruthi show room when they are going to purchase a car. a) Strongly agree d) disagree b) agree e) strongly disagree. c) moderately agree



6 0 5 0 s og ar e t nl g r y e 4 0 3 0 2 0 1 0 0 ar e g e m ea l o rt y d e ar e g e d ar e i g s e s og t nl r y d ar e i g s e

N or s oss o f epne

60% of customer strongly agrees that they suggest strongly to their friends to go to maruthi show room for purchasing a car. 20% of customer agrees that they suggest strongly to their friends to go to maruthi show room for purchasing a car. 10% of customer moderately agrees that they suggest strongly to their friends to go to maruthi show room for purchasing a car. 10% of customer disagree that they suggest strongly to their friends to go to maruthi show room for purchasing a car. 9. Came here for purchase a car because of exchange offer provided by Maruthi show rooms. a)stronglyagree d) disagree b)agree e) strongly disagree. c)moderately agree



7 0 6 0 5 0 4 0 md r t lya r e o eae ge 3 0 d ar e i ge s 2 0 1 0 0 N or s o s s o f e p ne sr n l d a r e t o g is ge y sr n l a r e t o g ge y are ge

70% of customer strongly agree that the exchange offer of the maruthi show room motivated them to purchase here. 10% of customer agree that the exchange offer of the maruthi show room motivated them to purchase here. 10% of customer moderately agree that the exchange offer of the maruthi show room motivated them to purchase here. 10% of customer disagree that the exchange offer of the maruthi show room motivated them to purchase here. 10. I trust in maruthi cars and their products. a)stronglyagree d) disagree b)agree e) strongly disagree. c)moderately agree



7 0

6 0 5 0 4 0

so l are t ny g r g e are g e me t l ore da y are g e dare i g s e so l t ny r g dare i g s e

3 0 2 0 1 0 0

No e o e of s n s r ps

70% of customer strongly agrees that they trust in maruthi car and their products. 20% of customer agrees that they trust in maruthi car and their products. 10% of customer moderately agree that they trust in maruthi car and their products.

11. I like managers &executive at maruthi show rooms because of their respect. Providing perfect information and service. a) Strongly agree d) disagree b) agree e) strongly disagree. c) moderately agree



6 0

5 0 s og a r e t n l ge r y 4 0 ar e ge 3 0 m ea l o rt y d e ar e ge d are i g s e s og t nl r y d are i g s e 1 0

2 0

0

N or s o s s o f ep n e

55% of customer strongly agrees that they got perfect information and service from the managers and executives at maruthi show room. 25% of customer agrees that they got perfect information and service from the managers and executives at maruthi show room. 10% of customer moderately agrees that they got perfect information and service from the managers and executives at maruthi show room. 10% of customer disagree that they got perfect information and service from the managers and executives at maruthi show room. 12. For a small family, maruthi is the best & comfortable? a) Strongly agree d) disagree b) agree e) strongly disagree. c) moderately agree



8 0 7 0 6 0 5 0 4 0 3 0 2 0 1 0 0 N o r so ss o f e p ne sro g a re t n ly g e a re g e m d rae o e t ly a re g e d are is g e sro g t n ly d are is g e

80% of customer strongly agree that they felt maruthi is the best and comfortable. 20% of customer agree that they felt maruthi is the best and comfortable.

13. I never felt bad after visiting & buying a car from maruthi show room. This motivated me to give suggestion to other. a) Strongly agree d) disagree b) agree e) strongly disagree. c) moderately agree



7 0 6 0 5 0 4 0 3 0 2 0 1 0 0 s n ly tro g d a re is g e m de te o ra ly a re g e d a re is g e s n ly tro g a re g e a re g e

N o re p s s o f s on e

65% of customer strongly agrees that they motivated other to purchase a maruthi car because they never felt bad after visiting & buying a car from maruthi show room. 15% of customer agrees that they motivated other to purchase a maruthi car because they never felt bad after visiting & buying a car from maruthi show room. 20% of customer moderately agrees that they motivated other to purchase a maruthi car because they never felt bad after visiting & buying a car from maruthi

14. The overall performance of vehicle is good. a) Strongly agree d) disagree b) agree e) strongly disagree. c) moderately agree



80 70 60 50 40 30 20 10 0 strongly agree agree m oderately agree disagree strongly disagree

No of responses

80% of customer strongly agree that the overall performance of vehicle is good. 20% of customer agree that the overall performance of vehicle is good.

15. The parts related to maruthi are very qualitative as well as easily available so preference for maruthi car. a) Strongly agree d) disagree b) agree e) strongly disagree.

I give

c) moderately agree



80 70 60 50 40 30 20 10 0 s n ly tro g a ree g a ree g m dera o tely a ree g d ag is ree s n ly tro g d ag is ree

N of res on es o p s

80% of customer strongly agree that they are giving preference for maruthi car because of its parts qualitative as well as easily available. 20% of customer agree that they are giving preference for maruthi car because of its parts qualitative as well as easily available. 16. Are you coming to purchase a maruthi car because of brand loyalty?

a) Strongly agree d) disagree Opinion strongly agree agree moderately agree disagree strongly disagree

b) agree e) strongly disagree. No of responses 90 5 5 0 0

c) moderately agree

9 0 8 0 7 0 6 0 5 0 4 0 3 0 2 0 1 0 0 N o re p n e o f so ss m d ra o e tely ar g ee d a re is g e s n ly tro g d a re is g e s n lya re tro g g e ar g ee

90% of customer strongly agree that they are coming to purchase a maruthi car because of brand loyalty. 5% of strongly agree that they are coming to purchase a maruthi car because of brand loyalty. 90% of moderately strongly agree that they are coming to purchase a maruthi car because of brand loyalty.

CHAPTER V FINDINGS&SUMMARY

FINDINGS In this study respondents gave their opinion on maruti brand compare to other

brands as Excellent 80%, good 15% and average 5%. Respondents are having good image on Maruti Brand ,because of some aspects such as excellent quality, good mileage, good service, easily available of parts and all the above as percentage respectively 10%, 10%, 5%, 5% &70%.

Respondents are being motivated to purchase a Maruti car because of T.V advertisement, Print media , Radio F.M, Publicity and all the above with difference of 15%, 10%, 5%, 40%,&30%.

All the aspect such as opinion good service easily available loans and lot of various has created preference in mind of 40% respondent for purchasing a maruti car.

60% of respondent strongly believe that their have purchased their maruti car because of their friends.

55% of respondent strongly believe that maruti car is bringing social status in society and 25% of respondent agreed it.

Maruti car is liked by 70% of respondent because of its low running cost.

CONCLUSION 60% of respondent are strongly suggested to his friends to go maruti showroom.

70% of respondent are strongly believe that they have been attracted by exchange offer of maruti show room to purchase a maruti car.

Almost the entire respondent having trust in maruti car and products.

Most of the customer are liking maruti showroom because of its managers & executives good service.

Almost all the respondents believe that mauthi is best and comfortable for small families.

Maruti show room never created bad impression in mind of customer after visiting and buying a car.

80% of respondent strongly believe and 20% respondent agree that the overall performance of maruti vehicle is good. Almost all customers are having preference for mariti car because of its qualitative as well as easily available parts.

Brand loyalty of maruti car as create a good impression 90% of respondent minds to purchase a maruti car.

SUGGESTIONS: By offering low prices to purchases and new scheme to customers who are going to sell their vehicle in outlet, then we can increase our sales and purchase it leads to

increase in brand loyalty Maruti hs to improve the different promotional activities through effective media.

It suggested that some more place should be provided for vehicle in outlet. Conduct frequent exhibitions to promote the cars and to get more suggestion from the customers.

Should minimize the time documentation work. The grab the customers outlet has to reduce the prices up to some extent to gain loyal customers.

Provide easy installments that can easily affordable by middle class people.it create loyal customers.

ANNEXURE

QUESTIONNAIRE Name: Age: Education: Designations: 1.What is your opinion on maruthi brand compared to other brands? a) Excellent c) Average b) Good d) below average

2. In which aspects maruthi brand is creating good image on the mind of customer? a) Excellent quality d) Easy available service parts b) Good mileage e) All the above c) Good service

3. Which things are motivating you to purchase a maruthi car? a) T.V advertisement d) Publicity. b) print media e) All the above c) radio, F.M

4. Why are you giving preference for purchase a maruthi car? a) Good service c) Lot of varieties 5. I purchased my car because of my friends. a) Strongly agree d) disagree b) agree c) Moderately agree e) strongly disagree. b) easily available loans d) all the above.

6. I perceive that the car brings social status in the society. This is one of the motivating factor for a common purchase a? a) Strongly agree d) disagree b) agree e) strongly disagree. c) Moderately agree

7. I like maruthi because of low running cost service network? a) Strongly agree d) disagree b) agree e) strongly disagree. c) Moderately agree

8. I suggest strongly to my friend to go to Maruthi show room when they are going to purchase a car. a) Strongly agree d) disagree b) agree e) strongly disagree. c) Moderately agree

9. I came here for purchase a car because of exchange offer provided by Maruthi show rooms. a) Strongly agree d) disagree . 10. I trust in maruthi cars and their products. a) Strongly agree d) disagree b) agree e) strongly disagree. c) Moderately agree b) agree e) strongly disagree. c) Moderately agree

11. I like managers &executive at maruthi show rooms because of their respect. Providing perfect information and service. a) Strongly agree d) disagree a) Strongly agree d) disagree b) agree e) strongly disagree b) agree e) strongly disagree. c) Moderately agree c) Moderately agree

12. For a small family, maruthi is the best & comfortable?

13. I never felt bad after visiting & buying a car from maruthi show room. This Motivated me to give suggestion to other. a) Strongly agree d) disagree b) agree e) strongly disagree. c) Moderately agree

14. The overall performance of vehicle is good. a) Strongly agree d) disagree b) agree e) strongly disagree. c) Moderately agree

15. The parts related to maruthi are very qualitative as well as easily available so I give preference for maruthi car. a) Strongly agree d) disagree b) agree e) strongly disagree. c) Moderately agree

16.Are you coming to purchase a maruthi car because of brand loyalty. a) Strongly agree d) disagree b) agree e) strongly disagree. c) Moderately agree

BIBLIOGRAPHY

Marketing management Research methodology

-Phillip kotler -C.R.Kothari

Website of Maruti Udyog Ltd:-

www.marutiudyog.com

Documents

Brand Loyaliti Varun Motors