Gaurav Guptas Complete & Final Project

7/31/2019 Gaurav Guptas Complete & Final Project

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Lakshmi Narain College of Technology Science,

Bhopal

A SUMMER TRAINING REPORT ON

CUSTOMER SATISFACTION THROUGH MARUTI DEALERSHIP

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

In

MASTER OF BUSINESS ADMINISTRATION

From

Barkatullah University, Bhopal (M. P.)

(2010-2012)

Guided by: Submitted by:PROF. HEMANT KASHYAP GAURAV GUPTA

M.B.A. IIIrd SEM

Lakshmi Narain College of Technology Science, Bhopal

(Affiliated to Barkatullah University, Bhopal & Recognized by AICTE New Delhi)


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PREFACE

Knowledge attains maturity and perfection through application in the practical

field. In the era of fast changing environment, mere classroom teaching is not

sufficient and futile until it is supported by some exposure to practical detailing;

keeping this in mind summer training has been made an integral part of the

management course.

I got an opportunity to undergo 45 days summer training at JEEWAN

MOTORS PVT LTD. BHOPAL under the guidance ofMR. GHANSHYAM

Where I got the practical experience of various aspects.

This area of study proved to be very relevant to my course curriculum. It helped

me to get a better perspective of the function of HR department and its mode of

performance.

An attempt has made to carefully study and look into the subject and critically

analyze it.


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CERTIFICATE

This is to certify that GAURAV GUPTA student of LNCTS COLLEGE

BHOPAL has completed his project titled CUSTOMER SATISFACTION

THROUGH MARUTI DEALERSHIP under our guidance and supervision.

The project report is approved for submission towards partial fulfillment of the

Degree of MBA granted by Barkatullah University, Bhopal.

This is to certify that above statement made by candidate is correct the best

of my knowledge.

PRINCIPAL

LNCT&S,BHOPAL


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CERTIFICATE

This is to certify that GAURAV GUPTA student of LNCTS BHOPAL has

completed his project titled CUSTOMER SATISFACTION THROUGH

MARUTI DEALERSHIP under our guidance and supervision. The project

report is approved for submission towards partial fulfillment of the Degree of

MBA granted by Barkatullah University, Bhopal.

This is to certify that above statement made by candidate is correct the bestof my knowledge.

PROF. HEMANT KASHYAP

LNCT&S,BHOPAL


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ACKNOWLEDGEMENT

I sincerely acknowledge with a deep heart full gratitude to projection charge

PROF. HEMANT KASHYAP For his valuable and faithfully guidance,

encouragement' & suggestions throughout the completion of this work. He

generously shared his immense knowledge with me. His personal attention brought

the project to be completed successfully. I owe much more to him.

I would like to extend my sincere thanks to our director LNCTS BHOPAL

for his continuous support and guidance. Last but not the least gratitude to all

those, that extended their co-operation directly or indirectly in completion of this

project work.

GAURAV GUPTA


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CONTENT

Company Profile 1-4

Introduction of Topic 5-10

Reason for selecting this topic 11-13

Research Methodology 14-16

a) Objective of the study 17-18

b) Data collection 19-20

Data Analysis & Interpretation 21-32

Finding 33-34

Conclusion 35-36

Annexure 37-40

Bibliography 41-42


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COMPANY PROFILE


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COMPANY PROFILE OF MARUTI UDYOG LIMITED

Maruti Udyog Ltd (MUL), is the largest car manufacturer in the country with a market

share of over 80 per cent in the car industry. It is a joint sector corporation setup by the

Government of India and Suzuki Motor Corporation, Japan. Although the company is a clear

leader, it faces threats from new entrants into car industry.

The company was incorporated in 1981 to take over the assets of the erstwhile Maruti

Ltd. Maruti Ltd set up in June 1971 had been wound up by a High Court order in 1978. The

assets of Maruti Ltd were then acquired by the Government under the Maruti Ltd (Acquisition

And Transfer of Undertakings Act, 1980).

In the year 1982, the government signed a joint venture agreement with Suzuki Motor

Corporation of Japan. Suzuki's stake had risen from 26% to 40% in 1987. Suzuki's stake went up

once again to 50.25% in 1992. Between August 1997 and June 1998, there were severe tensions

between the two partners over the issue of appointment, of the managing director of the

company. This was resolved in June 1998.

The first product, Maruti 800 was launched in 1984. In 1985, the all-terrain vehicle

Gypsy was launched and Maruti sold its 50,000th vehicle. The Maruti 1000 was launched in

1990 and the Zen in 1993.

The company manufactures passenger cars at its factory in Gurgaon, Haryana. Its

installed capacity of 350,000 vehicles is expected to rise to 450,000 in the year 1999. The

company's models include the 800cc small car, ALTO, Zen and Gypsy.

In the car segment, it had a market share of 83% in FY98, with sales of 345,303 cars. For

the period April '98 to January '99, MUL car sales have dropped by 6.4% to 263,681 compared

to 281,697 cars for the corresponding period for FY98.

The company is a significant exporter with exports to over 50 countries. During FY98,

exports also witnessed a drop of 26.87% to 24,757 cars. For the period April '98 to January '99,

MUL car exports dropped by 10% to 17,155 compared to 19,054 cars for the corresponding

period in FY98.


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In August '98, the company launched the diesel version of the Zen which is powered by a

1527 cc engine supplied by Peugeot Citroen Motors, France. The company also intends to launch

a diesel version of the Gypsy and a new model in the 800 cc segment.

The company is known for its strategy of value-for-money pricing which has been made

possible due to the high levels of indigenization of its vehicles. While the Maruti 800, Zen,

ALTO and Omni are indigenized to the extent of over 90 per cent; the Gypsy is indigenized to

the extent of 82 per cent and the export version of the Zen called Alto to the extent of 76 per

cent. Maruti has a vendor network of about 375.

Spread over a sprawling 297 acres with 3 fully-integrated production facilities, the Maruti

Udyog Plant has already rolled out over 4.3 million vehicles. In fact, on an average, two vehicles

roll out of the factory every minute. And it takes on an average, just 14 hours to make a car.

More importantly, with an incredible range of 11 models available in 50 variants, there's a

Maruti Suzuki made here to fit every car-buyer's budget.


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Manufactured locally

800(Launched 1983)

Omni (Launched 1984)

Gypsy(Launched 1985)

WagonR (Launched 2000)

Alto (Launched 2000)

Swift(Launched 2005)

Estilo(Launched 2009)

SX4 (Launched 2007)

Swift DZire(Launched 2008)

A-star (Launched 2008)

Ritz(Launched 2009)

Eeco(Launched 2010)
http://en.wikipedia.org/wiki/Maruti_800http://en.wikipedia.org/wiki/Maruti_800http://en.wikipedia.org/wiki/Maruti_Omnihttp://en.wikipedia.org/wiki/Maruti_Gypsyhttp://en.wikipedia.org/wiki/Maruti_Gypsyhttp://en.wikipedia.org/wiki/Maruti_WagonRhttp://en.wikipedia.org/wiki/Maruti_Altohttp://en.wikipedia.org/wiki/Suzuki_Swifthttp://en.wikipedia.org/wiki/Suzuki_Swifthttp://en.wikipedia.org/wiki/Suzuki_MR_Wagon#First_generationhttp://en.wikipedia.org/wiki/Suzuki_MR_Wagon#First_generationhttp://en.wikipedia.org/wiki/Maruti_Suzuki_SX4http://en.wikipedia.org/wiki/Maruti_Suzuki_Swift_DZirehttp://en.wikipedia.org/wiki/Maruti_Suzuki_Swift_DZirehttp://en.wikipedia.org/wiki/Maruti_Suzuki_A-STARhttp://en.wikipedia.org/wiki/Suzuki_Splashhttp://en.wikipedia.org/wiki/Suzuki_Splashhttp://en.wikipedia.org/wiki/Maruti_Eecohttp://en.wikipedia.org/wiki/Maruti_Eecohttp://en.wikipedia.org/wiki/Maruti_Eecohttp://en.wikipedia.org/wiki/Suzuki_Splashhttp://en.wikipedia.org/wiki/Maruti_Suzuki_A-STARhttp://en.wikipedia.org/wiki/Maruti_Suzuki_Swift_DZirehttp://en.wikipedia.org/wiki/Maruti_Suzuki_SX4http://en.wikipedia.org/wiki/Suzuki_MR_Wagon#First_generationhttp://en.wikipedia.org/wiki/Suzuki_Swifthttp://en.wikipedia.org/wiki/Maruti_Altohttp://en.wikipedia.org/wiki/Maruti_WagonRhttp://en.wikipedia.org/wiki/Maruti_Gypsyhttp://en.wikipedia.org/wiki/Maruti_Omnihttp://en.wikipedia.org/wiki/Maruti_800


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INTRODUCTION

OF

TOPIC


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INTRODUCTION OF TOPIC

Customer satisfaction is a function of customer expectations of the products perceivedperformance. If the product matches up to the expectations the customer is satisfied, it is exceeds

then he is highly satisfied, if it falls short then the customer is dissatisfied, we can find it through

research . Marketing research is a versatile tool of several applications. It is useful to

manufactures and distribution of individual products and customer goods; it has profitable

applications to many types of services. It has profitable applications to many types of services. It

can be applied to the whole organization or only a part of it. In case of multi product producer,

marketing research can be used for all, some or a .single product.

"Marketing research consists of systematic analysis of the marketing problems, model

building process and fact finding approach for taking better decisions and controlling of the

marketing of the goods and services".

Finally the real function of marketing research is to help the producers or the

manufacturer to increase his sale and market research is to help the producer to determine the

application of scientific methods.

Under the modern marketing concept, all marketing activities have to revolve around the

customer. Effective marketing therefore requires a clear picture of the customer satisfaction that

can be described as customer profile.

The customer market consists of all the individuals and householders who can buy or

acquire goods and service for personal consumption. Customers are tremendously in age,

income, education level, mobility pattern and taste. Marketers find it useful to distinguish

different customer groups and to develop products and services tailored to their need.

The areas of customer satisfaction in marketing research are important because about

80% of national income are constituted by expenditure incurred by the customer. The study of

the customer behavior is a part of sociology economics and politics. Marketing is Concerned

with the inter exchange of goods and services between the producer and customer. Customer


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behavior constitutes at least in part environment in which the producer operates. And in which

the management has to make decision and implement them.

Basically the research follows a truism, the customer are always bright therefore the

needs of the customer are of prime importance and must be investigated the customer and reports

on his habits, his likes and dislikes, to the manufacturer or to the advertiser.

A customer is a person who brings his wants, whether the customer is satisfied after

purchase depends on the offers performance in relation to the customer's expectation.

Is a person feeling of pleasure or disappointment resulting from comparing a product's

perceived performance or outcomes in relation to his or her expectations. As definition make

clear satisfaction is a function of perceived performance and expectations if performance falls

short of expectations the customer is dissatisfied. If the performance are satisfied or delighted.

Satisfaction is a persons feeling of pleasure or disappointment resulting from comparing

product perceived performance in relation to his or her expectations.

Satisfaction is a function of perceived performance and expectations. If the performance

matches the expectations, the customer is satisfied.

If the performance exceeds expectations, the customer is highly satisfied or delighted.

The customers playa vital role in the health of the economy.

Thus, we see that the customers play a vital role and hence the markets should aim to

manage customer satisfaction.

Customer satisfaction is a function of customer expectations of the products perceived

performance. If the product matches up to the expectations the customer is satisfied, it is exceeds

then he is highly satisfied, if it falls short then the customer is dissatisfied.

A service is any act or performance that one party can offer to another that is essentially

intangible and does not result, in the ownership of any thing. Its production mayor may not be

tied to a physical product.


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Services have four major characteristics that greatly affect the design of marketing

programs: Intangibility, Inseparability, Variability, Perish ability

Customers form their expectation on the basis of messages and claims sent out by the

seller and other communication sources. If the seller makes exaggerated claims for the product,

the customer experience disconfirmed expectation, which lead to dissatisfaction. The amount of

dissatisfaction depends upon the size of difference between expectations and performance

contrast theory says that the amount of dissatisfaction well be large then the performance gap.

Cognitive dissonance theory says that the amount of dissatisfaction will be less because customer

will try to reduce the dissonance by imputing higher performance. Some sellers even understand

performance levels so that the customers will experience higher than expected satisfaction from

the product.

If the purchased brand fails to deliver the expected satisfaction to the buyers, the buyers

will revise downwards his attitude towards the brand. On the other hand, a satisfying experience

will tend to strengthen the buyers brand preference.

Customer behavior is an interdisciplinary field of study that focuses on how and why

customers behave as they do. Its objective is to understand, explain, and predict customer

actions. The study of customer behavior is the study of now individuals makes decisions to spend

their available resources.

(Money, time, effort) on consumption related items. It includes the study of what the

customers buy, why they buy it and how often they buy it, where they buy it and how often they

buy it Although this text focus on how and why customers make decisions to buy goods and

services, customers make decisions to buy goods and service, customers behavior. Research also

considers the uses customer make of the goods they buy and their evaluations of these goods

after use.

The study of customer behavior holds great interest for the customers also. The customers

need insight into their own consumption related decisions what is buy, why to buy and how to

buy. The study of customer behavior makes them aware of that product or services.


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The purchase decision is influenced by various parties playing various roles (Initial,

Influencer, decider, buyer, and user) Behaviors of the customer in the market is of great

importance to the manufactures, distributors and small business etc. because it is this customer

behavior and his expenditure pattern helps them to exist and expand their business in the market.

The customers are the backbone of the market. Hence it is necessary to know how the customers

will respond to the different offers made by the producers. For this the customer's needs, desires

and preference and income and expenditure.


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REASON FOR SELECTING

THIS TOPIC


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REASON FOR SELECTION OF THE TOPIC

The students are highly benefited as the purpose if this research is to get acquainted with

the practical side of marketing research, in addition to the theoretical studies in course of the

academic year. This research also gives a chance for application and testing of the theoretical

study on the real work situation. The students got the lessons of experience by meeting various

sections of people conducting on interview knowing opinion of people tabulating interpreting

and analyzing the data collected and this will help the researcher in. future for career building.

This study is made to determine the degree of satisfaction felt by the customers of Maruti Steam.

To know their attitude towards the problem related to Maruti Steam understand the satisfaction

or dissatisfaction of the customers.

The students are highly benefited as the purpose if this research is to get acquainted with

the practical side of marketing research, in addition to the theoretical studies in course of the

academic year. This research also gives a chance for application and testing of the theoretical

study on the real work situation. The students got the lessons of experience by meeting various

sections of people conducting on interview knowing opinion of people tabulating interpreting

and analyzing the data collected and this will help the researcher in. future for career building.

The study also provided a great significance to the company find out how much the

customers are satisfied with the product. The suggestions that were given by the customers are

great help to the company to look the real drawback of the product.

The study helps the customers to evaluate the satisfaction level on the product. They got a

chance to suggest for the improvement of the product.

The project is written with an aim to draw forth the intelligence and problem solving

activities within oneself by exposure to real work situation.


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Research methodology may be defined as a way to systematically solve the research

problem. Research Methodology constitutes of research methods, selection criterion of research

methods, used in context of research study and explanation of using of a particular method or

technique and why other techniques are not used so that research results are capable of being

evaluated either by researcher himself or by others. Why a research study has been undertaken,

how the research problem has been formulated what data have been collected and what particular

methods have been adopted, why a particular technique of analyzing data has been used and a

host of similar other questions are usually answered when we talk of Research Method

concerning a research problem or study.

The method used for sample technique was non probability convenience sampling

method. This method was used because it was not know previously as to whether a particular

person will be asked to fill the questionnaire. Convenient sampling is used because only those

people were asked to fill the questionnaires that were easily accessible and available to the

researcher.

Considering the constraints, it was decided to conduct the study based on sample size of

40 respondents. Scientific method was not adopted in this study because of financial

constraints and also because of lack of time, also the basic aim of doing the research was

academic, hence most convenient way was selected.


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RESEARCH

METHODOLOGY


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RESEARCH METHODOLOGY

Research methodology may be defined as a way to systematically solve the research problem.

Research Methodology constitutes of research methods, selection criterion of research methods,

used in context of research study and explanation of using of a particular method or technique

and why other techniques are not used so that research results are capable of being evaluated

either by researcher himself or by others. Why a research study has been undertaken, how the

research problem has been formulated what data have been collected and what particular

methods have been adopted, why a particular technique of analyzing data has been used and a

host of similar other questions are usually answered when we talk of Research Method

concerning a research problem or study


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SAMPLE DESIGN

The method used for sample technique was non probability convenience sampling

method. This method was used because it was not know previously as to whether a particular

person will be asked to fill the questionnaire. Convenient sampling is used because only those

people were asked to fill the questionnaires that were easily accessible and available to the

researcher.

Considering the constraints, it was decided to conduct the study based on sample size of 100

respondents. Scientific method was not adopted in this study because of financial constraints

and also because of lack of time, also the basic aim of doing the research was academic,

hence most convenient way was selected.


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OBJECTIVES OF STUDY


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OBJECTIVES OF STUDY

Primary Objectives

To analyze the satisfaction level of customers towards Maruti udyog

Secondary Objectives

To find out the factor that would increase the efficiency of the product.


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METHOD OF DATA COLLECTION

PRIMARY DATA SOURCES Through interaction with customers

Through questionnaires filled from the consumer.

SECONDARY DATA SOURCES:

Through internet, various official sites of the companies.

Through pamphlets and brochures of the companies.

Journals & Magazine

SAMPLING DESIGN

The sample of the research will be taken from the Bhopal in M.P.


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TOOLS USED

There are several methods of collecting primary data, particularly in surveys anddescriptive researches. Important are:

i. Observation method

ii. Through questionnaires

iii. Through schedules

iv. Interview method

To know the response. I have used the questionnaire method in sample survey. If onewishes to find what people think or know, the logical procedure is to ask them. This has led

marketing researchers to use the questionnaire technique for collecting data more than any other

method.

In this method questionnaire were distributed to the respondents and they were asked to

answer questions in the questionnaire. The questionnaires were structured non-disguised

questionnaire because the questions, which the questionnaire contained, were arranged in a

specific order besides every question asked were logical for the study, no question can be termed

as irrelevant.

The questionnaire, were non-disguised because the questionnaire were constructed so that

the objective is clear to the respondent. The respondents were aware of the objective. They knew

why they were asked to fill the questionnaire.


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DATA ANALYSIS

&

INTERPRETATION


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DATA ANALYSIS AND INTERPRETATIONS

Q1) Did you have purchase Maruti Four wheeler?

Option No of Respondents

Yes 100

No 0

Interpretation -: Out of 100 respondents, all have purchased maruti Suzuki car.

0

10

20

30

40

50

60

70

80

90

100

YES NO

Series1


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Q2) what made you to buy Maruti Four wheeler?

a) Friend advice

b) Dealer advice

c) Family advice

d) Advertisement


Friend advice 33

Dealer advice 05

Family advice 35

Advertisement 27

Interpretation -: Out of 100 respondents, 33 purchased by friend advice, 5 purchased by dealer,

35 purchased by Family advice and 27 purchased by Advertisement.

0

5

10

15

20

25

30

35

Series1


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Q.(3) Have you satisfied with Maruti ALTO ?

A) Yes

B) No

Option No of respondent

Yes 92

No 08

Interpretation-: Out of 100 respondent, 92 are satisfied with the Maruti Four wheeler and 08

are not satisfied

0

10

20

30

40

50

60

70

80

90

100

YES NO

Series1


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Q4) How Much you satisfied with the Mileage of Maruti Four wheeler?

A) More Satisfied (More than Expectation).

B) Satisfied (Expected Mileage)

C) Less Satisfied (Below Expectation)

Option No of respondents

A) More Satisfied ( More than Expectation) 13

B) Satisfied ( Expected Mileage ) 82

C) Less Satisfied ( Below Expectation) 05

Interpretation-: 13 are more satisfied, 82 are satisfied, and 5 are less satisfied out of 100

respondents

0

10

20

30

4050

60

70

80

90

A B C

Series1


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Q5) How Much you satisfied with the Maintenance of Maruti Four wheeler?

A) More Satisfied (Less than Expectation) .

B) Satisfied (Expected Maintenance)

C) Less Satisfied (More than Expectation)


A) More Satisfied (Less than expectation) . 23

B) Satisfied ( Expected Maintenance ) 62

C) Less Satisfied ( More than Expectation) 15

Interpretation- Out of 100 respondents 23 are more satisfied of the maintenance of Maruti

Four wheeler, and 62 are satisfied but 15 are not satisfied with the maintenance of Maruti Four

wheeler.

0

10

20

30

40

50

60

70

A B C

Series1


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Q6) How Much you satisfied with the Power of Maruti Four wheeler?


B) Satisfied (Expected Power)



A) More Satisfied ( More than Expectation ) 23

B) Satisfied ( Expected power ) 75


Interpretation-: Out of 100 respondents says that 23 are more satisfied, 75 are satisfied, and 2

are less satisfied.

0

10

20

30

40

50

60

70

80

A B C

Series1


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Q7) How Much you satisfied with the Space of Maruti Four wheeler?


B) Satisfied (Expected)



A) More Satisfied (More space) . 23

B) Satisfied ( space is Ok) 50

C) Less Satisfied ( Less space) 27

Interpretation-: 23 respondents are more satisfied, 50 are satisfied, and 27 are less satisfied.

0

5

10

15

20

25

30

35

40

45

50

A B C

Series1


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Q8) How Much you satisfied with the Cost of Maruti Four wheeler?

A) More Satisfied (Feels Cheaper).

B) Satisfied (Feels Reasonable)

C) Less Satisfied (Feels Non reasonable)


A) More Satisfied (Feels Cheaper ) 5

B) Satisfied ( Feels Reasonable ) 68

C) Less Satisfied ( Feels Non Reasonable) 27

Interpretation-: Out of 100 respondents 05 feels the price of Maruti Four wheeler is cheaper, 68

feels reasonable, and 27 feels not reasonable

0

10

20

30

40

50

60

70

A B C

Series1


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Q9) How Much you satisfied with the Status of Maruti Four wheeler?

A) More Satisfied (Feels More Status).

B) Satisfied (Feels Some Status)

C) Less Satisfied (Feels No Status)


A) More Satisfied (Feels More status) 13

B) Satisfied ( Feels Some Status ) 65

C) Less Satisfied ( Feels No Status) 22

Interpretation-: 13 respondents are more satisfied because they feel more status, 65 feels some

status and 22 are less satisfied because they do not feel any status .

0

10

20

30

40

50

60

70

A B C

Series1


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Q10) How Much you satisfied of the Services (After sale service) of the company ?





A) More Satisfied(More than expectation) 20

B) Satisfied ( Expected ) 74


Interpretation-: 20 Respondents are more satisfied of after sale service of the maruti ALTO. 74

are satisfied and 06 are less satisfied.

0

10

20

30

40

50

60

70

80

A B C

Series1


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Q11) Would you like to switch over to other brand?

A) Yes

B) No


Yes 55

No 45

Interpretation-: Out of 100 respondents 55 respondents would like to switch over on other

brand and 45 are not.

0

10

20

30

40

50

60

YES NO

Series1


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FINDING


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FINDING1) Out of 100 respondents, 18 purchased between 1994-96, 22 purchased between 1997-

1999.25 purchased between 2000-2002, 35 purchased between 2003-2006 . That

means the sale of Maruti Four wheeler has been increased.

2) Out of 100 respondents, 33 purchased by family advice, 05 purchased by dealer, 35

purchased by Family and 27 purchased by Advertisement. That means in spite of

advertisement, people prefer to discuss with their family and in friend circle before

purchasing.

3) Out of 100 respondents, 92 are satisfied with the Maruti Four wheeler car and 8 are

not satisfied. We can say approximately all the customer of Maruti Four wheeler are

satisfied.4) 13 respondents are more satisfied, 82 are satisfied and 5 are less satisfied out of 100

respondents with the mileage of Maruti Four wheeler.

5) 13 Respondent are more satisfied, 83 are satisfied, 4 are less satisfied with the

maintenance of Maruti Four wheeler out of 100 respondents.

6) Out of 100 respondent 23 says that they are more satisfied due to more power, 75

says that they are satisfied due to power is ok and 02 says that they are Less satisfied

due less power.

7) 23 respondents are more satisfied, 50 are satisfied and 27 are less satisfied with the

space of Maruti ALTO.

8) Out of 100 respondent 5 feels that the price of Maruti Four wheeler is cheaper, 68

feels reasonable and 27 feels not reasonable

9) 13 respondents are more satisfied because they feel more status, 65 feels some status

and 22 are less satisfied because they do not feel any status.

10)20 Respondent are more satisfied of after sale service of the Maruti ALTO, 74 are

satisfied and 6 are less satisfied.


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CONCLUSION


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CONCLUSION

Thus on the whole this project has been an enriching experience and has taught me how

to utilize my talent, power and works under tension and pressure. I am happy as I

performed my duty to best of my potential. Having evaluated the customer satisfaction

of Maruti Udyog. I have learnt more about the practice aspect of Customer Satisfaction.

While designing the questionnaire it was kept in mind to gather more and more

information from each target person. The study is based on the information gathered from

the respondents therefore in such case it is possible that the information supplied might

be biased because the customer might have shown partiality towards their product.

Since the survey was limited to 100 customers it is rather difficult to give a precise

conclusion but I have tried to the best of my capability to give the conclusion in a

comprehensive manner.

At last I would like to conclude that Maruti Four wheeler is providing satisfaction to its

Customer through its power, mileage and power, but proper advertising may lead the

Maruti Four wheeler as no 1. Because now a days middle class people are also taking

more interest in four wheeler .and loans are easily available by the finance company.

1. Maruti Four wheeler is having 40% market share in midsized segment Cars

2. Sales of these cars have increased in the past few years.

3. Consumers are shifting towards these cars.

4. Now the companies focus more on technology.


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ANNEXURE


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ANNEXURE

QUESTIONNAIRE

Name ____________________________________

Address ____________________________________

Phone no ____________________________________

Date-:

Q1) Did you have purchase Maruti Four wheeler?

A) Yes

B) No

Q2) what made you to buy Maruti Four wheeler?

a) Friend advice

b) Dealer advice

c) Family advice

d) Advertisement

Q3) Have you satisfied with Maruti ALTO?

A) Yes

B) No


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Q4) How Much you satisfied with the Mileage of Maruti Four wheeler?

A) More Satisfied (More than Expectation ) .

B) Satisfied ( Expected Mileage )


Q5) How Much you satisfied with the Maintaince of Maruti Four wheeler?

A) More Satisfied (Less than Expectation) .

B) Satisfied (Expected Maintained)

C) Less Satisfied (More than Expectation)

Q6) How Much you satisfied with the Power of Maruti Four wheeler?

A) More Satisfied (More than Expectation) .

B) Satisfied ( Expected Power)


Q7) How Much you satisfied with the Space of Maruti Four wheeler?

A) More Satisfied (More Space) .

B) Satisfied (Space is ok)

C) Less Satisfied (Less Space)


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Q8) How Much you satisfied with the Cost of Maruti Four wheeler?

A) More Satisfied (Feels Cheaper)

B) Satisfied (Feels Reasonable)

C) Less Satisfied (Feels Non reasonable)

Q9) How Much you satisfied with the Status of Maruti Four wheeler?

A) More Satisfied (Feels More Status) .

B) Satisfied (Feels Some Status)

C) Less Satisfied (Feels No Status)

Q10) How Much you satisfied of the Services (After sale service)of the company ?

A) More Satisfied (More than Expectation) .



Q11) Would you like to switch over on other brand ?

A) Yes B) No


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BIBLIOGRAPHY


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BIBLIOGRAPHY

Books:

Kotler, Philip,Marketing Management10th edition Prentice Hall Of India Pvt.

Ltd., New Delhi. (1999)

Kothari, C.RResearch Methodology, Vishwa Publication., New Delhi (2001):

Websites:

http://www.marutisuzuki.com/sustainability/company-profile.aspx

http://en.wikipedia.org/wiki/Maruti_Suzuki

http://economictimes.indiatimes.com/maruti-suzuki-india-ltd/stocks/companyid-

11890.cms

http://www.marutisuzuki.com/about-us.aspx
http://www.marutisuzuki.com/sustainability/company-profile.aspxhttp://www.marutisuzuki.com/sustainability/company-profile.aspxhttp://en.wikipedia.org/wiki/Maruti_Suzukihttp://en.wikipedia.org/wiki/Maruti_Suzukihttp://economictimes.indiatimes.com/maruti-suzuki-india-ltd/stocks/companyid-11890.cmshttp://economictimes.indiatimes.com/maruti-suzuki-india-ltd/stocks/companyid-11890.cmshttp://economictimes.indiatimes.com/maruti-suzuki-india-ltd/stocks/companyid-11890.cmshttp://economictimes.indiatimes.com/maruti-suzuki-india-ltd/stocks/companyid-11890.cmshttp://economictimes.indiatimes.com/maruti-suzuki-india-ltd/stocks/companyid-11890.cmshttp://www.marutisuzuki.com/about-us.aspxhttp://www.marutisuzuki.com/about-us.aspxhttp://www.marutisuzuki.com/about-us.aspxhttp://economictimes.indiatimes.com/maruti-suzuki-india-ltd/stocks/companyid-11890.cmshttp://economictimes.indiatimes.com/maruti-suzuki-india-ltd/stocks/companyid-11890.cmshttp://en.wikipedia.org/wiki/Maruti_Suzukihttp://www.marutisuzuki.com/sustainability/company-profile.aspx

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