CHAPTER 1 INTRODUCTION

1.1INTRODUCTION TOPIC
Customer Satisfaction: Customer Satisfaction may be defined as a qualitative measure where in a customer experiences various degrees of satisfaction until the performance of the product matches his expectations. Customers satisfaction with a product depends on the products performance relative to the buyers expectations. If the performance of the product falls short of his expectations the customer is dissatisfied. If the performance of the product matches his expectations the customer is satisfied. If the performance of the product exceeds his expectations the customer is highly satisfied. Customer Satisfaction can be achieved through quality, value and service. For a customer-centered company customer satisfaction is both a goal as well as a major factor in the companys success. Companies that achieve high customer satisfaction ratings must make sure that their target customers come to know of it. The companies must realize that highly satisfied customers produce several benefits to the company. They are fewer prices sensitive and they remain customers for the longer period. They also talk favorably to the others about the

company and its product and services. Although customer-centered firms seek to deliver a high level of customer satisfaction than their competitors, they do not attempt to maximize the customer satisfaction. A company can always increase customer

satisfaction by lowering the price and increasing its services. But this may result in lower profits. The company may be able to increase profitability along with customer

satisfaction by improving its manufacturing or investing on the R & Dissatisfaction is the customers fulfillment response. It is a judgment that a product or service feature, or the product or service itself, provides a pleasurable level of consumption-related fulfillment. In less technical terms, we translate this definition to mean that satisfaction is the customers evaluation of product or service in terms of whether that product or service has met their needs and expectations. Failure to meet needs and expectations is assumed to result in dissatisfaction with the product or service. In addition to a sense of fulfillment in the knowledge that ones needs have been met, satisfaction can also be related to other types of feelings, depending on the particular context or type of service. For example, satisfaction can be viewed as contentment more of a passive response that consumers may associate with services they dont think a lot about or services that they receive 2

routinely over time. Satisfaction may also be associated with feelings of pleasure or services that make the consumer feel good or associated with a sense of happiness. For those services that really surprise the consumer in a positive way, satisfaction may mean delight. And in some situations, where the removal of a negative leads to satisfaction, the consumer may associate a sense of relief with satisfaction. It is also important to recognize that although were tend to measure customer satisfaction at a particular point in time as if it were static. Satisfaction is dynamic, moving target that may evolve overtime. Influenced by a variety of factors. Particularly when product usage or the service experience takes place over time, satisfaction may be highly variable depending on which point in the usage or experience cycle one is focusing on. Similarly, in the case of very new services or a service not previously experienced, customer expectations may be barely forming at the point of initial purchase; these expectations will solidify as the process unfolds and consumer begins to form his or her perception. Through the service cycle the consumer may have a variety of different experiences some good, some not good-and each will ultimately impact satisfaction. Customer Satisfaction is influenced by specific product or service features and by perceptions of quality as suggested. Satisfaction is also influenced by customers emotional responses, their attributions, and their perceptions of equity. Product and service features Customer Satisfaction with a product or service is influenced by significantly by the customers evaluation of product or service features. Research has shown that customers of services will make trade-offs among different service features (for example, price level versus quality versus friendliness of personnel versus level of customization), depending on the type of service being evaluated and criticality of service. Customer Emotion Customers emotions can also affect their perceptions of satisfaction with products and services. These emotions can be stable, preexisting emotions. Attributions for Service success or failure Attributions- the perceived causes of events influence perceptions of satisfaction as well. When they have surprised by an outcome, consumer tend to look for the reasons, and their assessments of the reasons can influence their satisfaction. National Customer 3

Satisfaction Indexes Because of the importance of customer satisfaction to firms and overall quality of life many countries have a national index that measures and tracks customer satisfaction at a macro level. Many public policy makers believe that these measures could and should be used as tools for evaluating the health of the nations economy, along with traditional measures of productivity and price. Customer Satisfaction indexes begin to get at the quality of economic output, whereas more traditional economic indicators tend to focus only on quantity. The American Customer Satisfaction Index (ACSI) The ACSI, developed by researcher at the National Quality Research Center at the University of Michigan, is a measure of quality of goods and services as experienced by consumers. The measure tracks customer perceptions across 200 firms representing all major economic sectors, including government agencies. For each company approximately 250 interviews are conducted with current customers. Each company receives an ACSI score computed from its customers perceptions of quality, value, satisfaction, expectations, complaints, and future loyalty. Customer Expectations of Service Customer Expectations are beliefs about service delivery that functions as standards or reference points against which performance is judged. Because customers compare their perceptions of performance with these reference points when evaluating service quality, through knowledge about customer expectations is critical to services marketers. Knowing what the customer expects is the first and possibly most critical step in delivering quality service. Being wrong about what customers want can mean expending money, time, and other resources on things that do not count to the customer. Being wrong can even mean not surviving in a fiercely competitive market. Customer Perceptions How customers perceive services, how they assess whether they have experienced quality service, and whether they are satisfied. Customers perceive services in terms of the quality of the service and how satisfied they are overall with their experiences. These customer oriented terms quality and satisfaction have been the focus of attention for executives and researchers a like over the last decade or more. Companies today

recognize that they can compete more effectively by distinguishing themselves with respect to service quality and improved customer satisfaction. Satisfaction versus Service quality Practitioners and writers in the popular press tend to use the terms satisfaction and 4

quality interchangeably, but researches have attempted to be more precise about the meanings and measurements of the two concepts, resulting in considerable debate. Consensus is growing that the two concepts are fundamentally different in terms of their underlying causes and outcomes. Although the certain things in common, satisfaction is generally viewed as a broader concept, whereas service quality assessment focuses specifically on dimensions of service. Based on this view, perceived service quality is a component of customer satisfaction. Methods of measuring Customer Satisfaction A companys tools for tracking and measuring Customer Satisfaction range from Primitive to the sophisticated methods. Companies use following methods to measure how much Customer Satisfaction they are creating. Complaint & Suggestion Systems: A customer centered organization would make it easy for its customers who deliver suggestion and complaints. Many restaurants and hotels provides from guests to report their likes and dislikes. Some companies establish customer hot line with toll-free numbers to maximize the ease with which customers can inquire, make suggestions or complaints. This inform action flows provide this companies with many good ideas and enable then to act more rapidly to resolve problems.

1.2 INDUSTRY PROFILE

The Indian automotive industry has emerged as a 'sunrise sector' in the Indian economy. India is emerging as one of the world's fastest growing passenger car markets and second largest two wheeler manufacturers. It is also home for the largest motor cycle manufacturer and fifth largest commercial vehicle manufacturer. Indian automobile sector can be divided into several segments: 2 & 3 wheelers, Passenger cars, Commercial vehicles (Heavy CVs/ Medium CVs/Light CVs), Utility vehicles (UVs) and Tractors. Agricultural tractors and Earth Moving Machinery is an associated sector, which keeps the wheels of the agrarian economy moving. It is heavily reliant and aligned to the automobile and allied engineering sector and plays a significant role in India. The automotive Industry in India is now working in terms of the dynamics of an open market. Many joint ventures have been set up in India with foreign collaboration, both technical and financial with leading global manufacturers. Also a very large number of joint ventures have been set up in the auto-components sector and the pace is expected to pick up even further. The industry is characterized by a very high percentage (75%) of production in the 2/3 wheelers sector. India ranks as the largest manufacturer of motorcycles and second largest in manufacturing of scooters in the world. India today is also the second largest manufacturer of tractors, as well. The industry has intense forward and backward integration. The joint venture list indicates a wide variation ranging from 10% to 100%. The equity participation is not regulated by Government but is market driven. It depends upon the market perceptions of the joint venture partners and their business perceptions primarily in terms of technological, financial and market strengths of the partners. The setting up of joint ventures has also led to enhanced capacity creation in the vehicle sector, particularly in the passenger car sector and the additional capacity is expected to mount by one million passenger cars in the next 4-5 years. The large volumes of investment including foreign direct investment in the automobile manufacturing ventures and technical collaboration are propelling a quantum jump in up gradation of technology.

Component Segment In India, the vehicle population, currently at sixty million, is growing at a rate of more than 9% per annum. Of this, 63 % are two/three wheelers. Growth rate has been very high for passenger cars and 2/3 wheeler vehicles. Key Statistics The amount of cumulative foreign direct investment (FDI) inflow into the automobile industry during April 2000 to January 2013 was worth US$ 7,653 million, amounting to 4 per cent of the total FDI inflows (in terms of US$), as per data published by Department of Industrial Policy and Promotion (DIPP), Ministry of Commerce. The Indian small and light commercial vehicle segment is expected to more than double by 2015-16 and grow at 18.5 per cent compound annual growth rate (CAGR) for the next five years, according to a report titled, 'Strategic Assessment of Small and Light Commercial Vehicles Market in India' by Frost & Sullivan. The light commercial vehicles (LCV) market - both passenger and goods carrier is estimated to register a sales growth of around 20 per cent during FY 2012-FY 2015, as per a RNCOS report titled, "India LCV Market Outlook. India is the world's second-largest heavy commercial vehicle market. The RNCOS report, "India MCV and HCV Market Outlook", observed that infrastructure boom and emergence of hub and spoke model, among other factors have given a new dimension to the medium and heavy goods carrier commercial vehicles' sector in India. It is anticipated that the sales of medium and heavy commercial (M&HC) goods carriers will increase at a CAGR of more than 10.5 per cent during 2011-12 to 2014-15.In another RNCOS research report, "Indian Automobile Sector Analysis", the production of passenger vehicle is forecast to grow at a CAGR of around 11 per cent from 2009-10 to 2012-13, and domestic volume sales at a CAGR growth of around 12 per cent. Major Developments & Investments

Yamaha Motor Co (YMC) has announced to set up its fifth global research and development (R&D) centre at its Greater Noida facility

Honda Cars India Ltd (HCIL) plans to invest Rs 2,500 crore (US$ 462.11 million) at its Tapukara plant in Rajasthan. The company plans to set up a new assembly line for car with an installed annual capacity of 120,000 units

Isuzu Motors plans to set up its Greenfield manufacturing facility in Andhra Pradesh (AP), for pickup trucks or LCV and SUV, with an investment of Rs 1,500 crore (US$ 277.26 million) over 5-7 years

Volvo plans to expand car operations in India. The company looks to drive in new models in the market apart from increasing its sales network

Global ultra-luxury car maker, Rolls-Royce Motor Cars, plans to launch exclusive 'India Edition' cars in 2013. The car maker would come up with a customized edition of its Phantom and Ghost models for Indian buyers

Escorts Ltd has inked a partnership with Italy-based BCS Spa to distribute and sell the specialty Ferrari brand of tractors in India

TVS Motor and BMW AG's motorcycle division have announced a deal to jointly develop bikes that would give the Indian automaker access to BMW technology. TVS Motor and BMW will develop motorcycles in the sub 500 cc segment

Bajaj Auto and Kawasaki Heavy Industries plan to take their partnership to Indonesia, under which select Bajaj products will be assembled at the Kawasaki facility and distributed through its network

Bajaj Auto also plans to become the first Indian automobile company to manufacture a street bike, with a made in India motorcycle tag, in the US. The Indian company will manufacture this product for its partner KTM AG Government Initiatives The Government of India allows 100 per cent FDI in the automotive industry. Some of the highlights of the Union Budget 2012-13:

The auto sector reported a robust growth rate of 26 percent in the last two years (2010-2012). The BSE AUTO Index outperformed the benchmark Nifty by 79%, 12% and 19% in FY10, FY11 and FY12, respectively. However, the sector has shown a sluggish growth of 12 percent in 2012. The trend is likely to stay with a 10 percent growth outlined for 2013 citing high ownership costs (fuel The auto industry is encouraged by 5 years extension of 200 per cent weighted deduction of R&D expenditure under Income Tax Act and also introduced the weighted

deduction of 150 per cent for expenditure on skills development. These measures will help the industry improve its products and perform an.

The increase in customs duty on cars and multi-utility vehicles (MUVs) valued above US$ 40,000 from 60 per cent to 75 per cent seems to be a step to encourage local manufacturing, value addition and employment

Also, the concessional import duty on specified parts of hybrid vehicles has been extended to lithium ion batteries and other parts of Hybrid vehicles. This will help the industry to achieve better cost efficiency

The Government of India plans to push the supply of vehicles powered by electricity over the next eight years. It is expected that there will be a demand of 5-7 million electricity-operated vehicles by 2020. The Government also plans to introduce fuel-efficiency ratings for automobiles to encourage sale of cars that consume less petrol or diesel, as per Mr Veerappa Moily, Union Minister for Petroleum and Natural Gas. The rapid improvement in infrastructure, huge domestic market, increasing purchasing power, established financial market and stable corporate governance framework have made the country a favorable destination for investment by global majors in the auto industry, as per Automotive Mission Plan (AMP) (2006-16). The AMP aims at doubling the contribution of automotive sector in gross domestic product (GDP) by taking the turnover to US$ 145 billion in 2016 with special emphasis on export of small cars, MUVs, two & three wheelers and auto components.

The automobiles sector is divided into four segments two-wheelers (mopeds, scooters, motorcycles, electric two-wheelers), passenger vehicles (passenger cars, utility vehicles, multi-purpose vehicles), commercial vehicles (light and medium-heavy vehicles), and three wheelers (passenger carriers and good carriers). The industry is one of the key drivers of economic growth of the nation. Since the delicensing of the sector in 1991 and the subsequent opening up of 100 percent FDI through automatic route, Indian automobile sector has come a long way. Today, almost every global auto major has set up facilities in the country.

The world standings for the Indian automobile sector, as per the Confederation of Indian Industry, are as follows:

Largest three-wheeler market Second largest two-wheeler market Tenth largest passenger car market Fourth largest tractor market Fifth largest commercial vehicle market Fifth largest bus and truck segment

Solid but cautious growth is expected over the next few years. However, from a longterm perspective, rising incomes, improved affordability and untapped markets present promising opportunities for automobile manufactures in India. According to Macquarie equities research, sale of passenger vehicles is expected to double in the next four years and growth anticipated is higher than the 16 percent achieved in the past 10 years. Twowheeler vehicle segment is expected to show slow growth of 10 percent CAGR over the period of 2012-2016, suggests the report. The Government recognizes the impact of the sector on the nations economy, and consequently, the Automotive Mission Plan 2016 launched by it seeks to grow the industry to a size of US $145bn by 2016 and make it contribute 10 percent to the nations GDP. Factors that will drive growth in the sector

Rising incomes among Indian population will lead to increased affordability, increasing domestic demand for vehicles, especially in the small car segment.

Fuel economy and demand for greater fuel efficiency is a major factor that affects consumer purchase decision that will bring leading companies across two-wheeler and four-wheeler segment to focus on delivering performance-oriented products.

Product innovation and market segmentation will channelize growth. Vehicles based on alternative fuels will be an area of interest for both consumers and auto makers.

Focus on establishing India as auto-manufacturing hub is reigning in policy support in form of Governments technology modernization fund.

Industry will seek to augment sales by tapping into rural markets, youth, women and luxury segments. 10

1.3 COMPANY PROFILE

Maruti industry 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. Maruti Udyog Limited (MUL) Established in February 1981, though the actual production commenced in 1983 with the Maruti 800, based on the Suzuki Altokei car which at the time was the only modern car available in India, its only competitors- the Hindustan Ambassador and Premier Padmini were both around 25 years out of date at that point. Through 2004, Maruti Suzuki has produced over 5 Million vehicles. Maruti Suzukis are sold in India and various several other countries, depending upon export orders. Models similar to those made by Maruti in India, albeit not assembled or fully manufactured in India or Japan are sold by Pak Suzuki Motors in Pakistan. The company exports more than 50,000 cars annually and has domestic sales of 730,000 cars annually. Its manufacturing facilities are located at two facilities Gurgaon and Manesar in Haryana, south of Delhi. Maruti Suzukis Gurgaon facility has an installed capacity of 900,000 units per annum. The Manesar facilities, launched in February 2007 comprise a vehicle assembly plant with a capacity of 550,000 units per year and a Diesel Engine plant with an annual capacity of 100,000 engines and transmissions. Manesar and Gurgaon facilities have a combined capability to produce 11

over 14, 50,000 units annually. About 35% of all cars sold in India are made by Maruti. The company is 54.2% owned by the Japanese multinational Suzuki Motor Corporation per cent of Maruti Suzuki. The rest is owned by public and financial institutions. It is listed on the Bombay Stock Exchange and India. During 2007 and 2008, Maruti Suzuki sold 764,842 cars, of which 53,024 were exported. In all, over six million Maruti Suzuki cars are on Indian roads since the first car was rolled out on 14 December 1983. Maruti Suzuki offers 15 models, Maruti 800, Alto, Maruti Alto 800, WagonR, Estilo, A-star, Ritz, Swift, Swift DZire, SX4, Omni, Eeco, Gypsy, Grand Vitara, Kizashi and the newly launched Ertiga. Swift, Swift DZire, A-star and SX4 are manufactured in Manesar, Grand Vitara and Kizashi are imported from Japan as completely built units(CBU), remaining all models are manufactured in Maruti Suzuki's Gurgaon Plant. The company is believed to be moving towards introduction of a new version of Maruti 800 by November 2012, which will be more fuel efficient, though slightly costlier than Alto and existing Maruti 800.The Suzuki Motor Corporation, Maruti's main stakeholder, is a global leader in mini and compact cars for three decades. Suzukis strategy is to utilize light-weight, compact engines with stronger power, fuel-efficiency and performance capabilities. Nearly 75,000 people are employed directly by Maruti Suzuki and its partners. It has been rated first in customer satisfaction among all car makers in India from 1999 to 2009 by J D Power Asia Pacific. Joint venture related issues Relationship between the Government of India, under the United Front (India) coalition and Suzuki Motor Corporation over the joint venture was a point of heated debate in the Indian media till Suzuki Motor Corporation gained the controlling stake. This highly profitable joint venture that had a near monopolistic trade in the Indian automobile market and the nature of the partnership built up till then was the underlying reason for most issues. The success of the joint venture led Suzuki to increase its equity from 26% to 40% in 1987, and further to 50% in 1992. In 1982 both the venture partners had entered into an agreement to nominate their candidate for the post of Managing Director and every Managing Director will have a tenure of five year.R.C. Bhargava was the initial managing director of the company since the inception of the joint venture. Till today he is regarded as instrumental for the success of Maruti Suzuki. Joining in 1982 he 12

held several key positions in the company before heading the company as Managing Director. Currently he is on the Board of Directors. After completing his five-year tenure, Mr. Bhargava later assumed the office of Part-Time Chairman. The Government nominated Mr. S.S.L.N. Bhaskarudu as the Managing Director on 27 August 1997. Mr. Bhaskarudu had joined Maruti Suzuki in 1983 after spending 21 years in the Public sector undertaking Bharat Heavy Electricals Limited as General Manager. In 1987 he was promoted as Chief General Manager. In 1988 he was named Director, Productions and Projects. The next year (1989) he was named Director of Materials and in 1993 he became Joint Managing Director. Suzuki did not attend the Annual General Meeting of the Board with the reason of it being called on a short notice. Later Suzuki Motor Corporation went on record to state that Bhaskarudu was "incompetent" and wanted someone else. However, the Ministry of Industries, Government of India refuted the charges. Media stated from the Maruti Suzuki sources that Bhaskarudu was interested to indigenize most of components for the models including gear boxes especially for Maruti 800. Suzuki also felt that Bhaskarudu was a proxy for the Government and would not let it increase its stake in the venture. If Maruti Suzuki would have been able to indigenize gear boxes then Maruti Suzuki would have been able to manufacture all the models without the technical assistance from Suzuki. Till today the issue of localization of gear boxes is highlighted in the press. Industrial relations Since its founding in 1983, Maruti Udyog Limited experienced few problems with its labour force. The Indian labour it hired readily accepted Japanese work culture and the modern manufacturing process. In 1997, there was a change in ownership, and Maruti became predominantly government controlled. Shortly thereafter, conflict between the United Front Government and Suzuki started. Labour unrest started under management of Indian central government. In 2000, a major industrial relations issue began and employees of Maruti went on an indefinite strike, demanding among other things, major revisions to their wages, incentives and pensions. Employees used slowdown in October 2000, to press a revision to their incentive-linked pay. In parallel, after elections and a new central government led by NDA alliance, India pursued a disinvestments policy. 13

Along with many other government owned companies, the new administration proposed to sell part of its stake in Maruti Suzuki in a public offering. The worker's union opposed this sell-off plan on the grounds that the company will lose a major business advantage of being subsidized by the Government, and the union has better protection while the company remains in control of the government. The standoff between the union and the management continued through 2001. The management refused union demands citing increased competition and lower margins. The central government prevailed and privatized Maruti in 2002. Suzuki became the majority owner of Maruti Udyog Limited. Manesar violence July 2012 On 18 July 2012, Maruti's Manesar plant was hit by violence as workers at one of its auto factories attacked supervisors and started a fire that killed a company official and injured 100 managers, including two Japanese expatriates. The violent mob also injured nine policemen. The company's General Manager of Human Resources had both arms and legs broken by his attackers, unable to leave the building that was set ablaze, and was charred to death. The incident is the worst-ever for Suzuki since the company began operations in India in 1983. Since April 2012, the Manesar union had demanded a threefold increase in basic salary, a monthly conveyance allowance of 10,000, a laundry

allowance of 3,000, a gift with every new car launch, and a house for every worker who wants one or cheaper home loans for those who want to build their own houses. Initial reports claimed wage dispute and a union spokesman alleged the incident may be casterelated. According to the Maruti Suzuki Workers Union a supervisor had abused and made discriminatory comments to a low-caste worker. These claims were denied by the company and the police. The supervisor alleged was found to belong to a tribal heritage and outside of Hindu caste system; further, the numerous workers involved in violence were not affiliated with caste either. Maruti said the unrest began, not over wage discussions, but after the workers' union demanded the reinstatement of a worker who had been suspended for beating a supervisor. The workers claim harsh working conditions and extensive hiring of low-paid contract workers which are paid about $126 a month, about half the minimum wage of permanent employees. Maruti employees currently earn allowances in addition to their base wage. Company executives denied 14

harsh conditions and claim they hired entry-level workers on contracts and made them permanent as they gained experience. It was also claimed that bouncers were deployed by the company. Maruti Insurance Launched in 2002 Maruti Suzuki provides vehicle insurance to its customers with the help of the National Insurance Company, Bajaj Allianz, New India Assurance and Royal Sundaram. The service was set up the company with the inception of two subsidiaries Maruti Insurance Distributors Services Pvt. Ltd and Maruti Insurance Brokers Pvt. Limited. This service started as a benefit or value addition to customers and was able to ramp up easily. By December 2005 they were able to sell more than two million insurance policies since its inception. Maruti Finance To promote its bottom line growth, Maruti Suzuki launched Maruti Finance in January 2002. Prior to the start of this service Maruti Suzuki had started two joint ventures Citicorp Maruti and Maruti Countrywide with CITI Group and GE Countrywide respectively to assist its client in securing loan. Maruti Suzuki tied up with ABN Amro Bank, HDFC Bank, ICICI Limited, Kotak Mahindra, Standard Chartered Bank, and Sundaram to start this venture including its strategic partners in car finance. Again the company entered into a strategic partnership with SBI in March 2003 Since March 2003, Maruti has sold over 12,000 vehicles through SBI-Maruti Finance. SBI-Maruti Finance is currently available in 166 cities across India. Citicorp Maruti Finance Limited is a joint venture between Citicorp Finance India and Maruti Udyog Limited its primary business stated by the company is "hire-purchase financing of Maruti Suzuki vehicles". CITI Finance India Limited is a wholly owned subsidiary of Citibank Overseas Investment Corporation, Delaware, which in turn is a 100% wholly owned subsidiary of Citibank . CITI Finance India Limited holds 74% of the stake and Maruti Suzuki holds the remaining 26%. GE Capital, HDFC and Maruti Suzuki came together in 1995 to form

15

Maruti Countrywide. Maruti claims that its finance program offers most competitive interest rates to its customers, which are lower by 0.25% to 0.5% from the market rates Maruti Driving School A Maruti Driving School in Bangalore as part of its corporate social responsibility Maruti Suzuki launched the Maruti Driving School in Delhi. Later the services were extended to other cities of India as well. These schools are modeled on international standards, where learners go through classroom and practical sessions. Many international practices like road behavior and attitudes are also taught in these schools. Before driving actual vehicles participants are trained on simulators. At the launch ceremony for the school Jagdish Khattar stated "We are very concerned about mounting deaths on Indian roads. These can be brought down if government, industry and the voluntary sector work together in an integrated manner. But we felt that Maruti should first do something in this regard and hence this initiative of Maruti Driving Schools."

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

Type Traded as

Public BSE: 532500 NSE: MARUTI BSE SENSEX Constituent

Industry Predecessor(s) Founded Headquarters

Automotive Maruti Udyog Limited 1981 New Delhi, India 16

Key people

RC Bhargava[2] (Chairman) Kenichi Ayukawa[3] (CEO & MD)

Products Revenue

Automobiles 369.34 billion (US$6.8 billion) (2012)

Net income

16.81 billion (US$310 million) (2012)

Employees

6,903 (2011)

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.

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:

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Consume r Satisfaction through Continuous Improvement of our Products and Services by following PDCA (PLAN-DO-CHECK-ACT) in all functions of our organization. MUL 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. Products and services Current automobile Maruti Suzuki Swift Maruti Omni

Corps of Military Police

Maruti Alto

Maruti Suzuki Swift 18

Maruti Suzuki Zen Estilo

Suzuki SX4

7th Generation Suzuki Al

to

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Manufacturing facilities Maruti Suzuki has two manufacturing facilities in India. Both manufacturing facilities have a combined production capacity of 14,50,000 vehicles annually. During a recent meeting of the Gujarat chief minister with Suzuki Motor Corp chairman & CEO Osamu Suzuki,the Chairman had said that the work on car manufacturing plant at Mandal near Ahmedabad would be started soon. Maruti Suzuki to set up second plant in Gujarat; acquires 600 acres Gurgaon manufacturing facility The Gurgaon manufacturing facility has three fully integrated manufacturing plants and is spread over 300 acres (1.2 km2). All three plants have an installed capacity of 350,000 vehicles annually but productivity improvements have enabled it to manufacture 900,000 vehicles annually. The Gurgaon facilities also manufacture 240,000 K-Series engines annually. The entire facility is equipped with more than 150 robots, out of which 71 have been developed in-house. The Gurgaon Facilities manufactures the 800, Alto, WagonR, Estilo, Omni, Gypsy, and Eeco. Manesar manufacturing facility The Manesar manufacturing plant was inaugurated in February 2007 and is spread over 600 acres (2.4 km2). Initially it had a production capacity of 100,000 vehicles annually but this was increased to 300,000 vehicles annually in October 2008. The production capacity was further increased by 250,000 vehicles taking total production capacity to 550,000 vehicles annually. The Manesar Plant produces the A-star, Swift, Swift DZire, SX4, Ertiga and Ritz. On 25 June 2012, Haryana State Industries and Infrastructure Development Corporation demanded Maruti Suzuki to pay an additional Rs 235 crore for enhanced land acquisition for its Haryana plant expansion. The agency reminded Maruti that failure to pay the amount would lead to further proceedings and vacating the enhanced land acquisition.

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CHAPTER 2 LITERATURE REVIEW

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2.0

LITERATURE REVIEW

The report of (FICCI-2007):-- specified the overview of automotive industry of India and explained the added advantages of automobile industry in India. According to this article India has high potential of automobile industry, which contributes 4%GDP in Indian economy. Indian automobile industry offers different types of automobiles such as cars, scooters, bikes, busses, trucks, jeeps, tractors and all types of two wheelers, three wheelers as well as four wheelers. Indian automobile industry includes nearly 500 huge firms as well as 1000 small scare registered firms that are offering automobile services to the customers. India is having huge benefits because of managing automobile industries as its major sector and it is getting many technological benefits, cost and manpower advantages etc.The Auto Ancillary Industry is the world famous R&D test center in India for automobile verifications that can be considered as one of the competitive advantage to Indian automobile industry. According to the World automobile statistics, India is the fast growing market sector for cars in the year 2004 and it is the second largest two wheeler market sector in the world and third largest three wheeler dealers in the world. According to this statistics India is the fourth largest market, which is having high tractor sales in the world. Research work is required in order to specify the detailed statistics on these aspects that reveals the standard of Indian automobile industry in the world. The information and statistics on Indian automobile industry is included in this article, which can be considered as the most significant aspect in the entire research process. According to the report of KPM (2010):- Indian automobile industry is a developed industry that is having high opportunities when we compare among the others industries. Indian market is an open door for many opportunities and it is having wide range of employment opportunities. Because of presence of a higher population the work prospects are also high which is allowing Indian customers to depend on vehicles to manage their daily activities. These reasons lead to huge demand for automobile vehicles in India and for this reason many automobile companies are offering wide range of vehicles according to customer preferences. This article even explained the significant information on automobile sector of India and even specified the information on growth and development of Indian automobile industry. The information on short term and long term sectors of Indian automobile industries are explained clearly. 22

CHAPTER 3 RESEARCH METHDOLOGY

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3.1RESEARCH METHDOLOGY Data collection is most essential aspect of any research because the whole result of research depends on the data and information hence, the methodology adopted by me to collect the data final interpretation were through 3.2RESEARCH DESIGN 1. Survey Research: This kind of research finds favor with almost all the social science researches. It is one of the most popular methods of investigation, because a study of the attributes and variables in relation to the population (The entire group of people, inhabitants, items etcunder study) is easier and is more accurate. Its suffers from a negligible magnitude of error. Now-a-days sample survey has become an effective method for research. This is possible with the help of personal interviews which are backed by questionnaires, direct oral observations. Indirect oral observations and etc 2. Primary source of Data: Meaning: Primary sources of data are the data which needs the personal efforts to collect it and which are not readily available. Primary sources of data are the other type of sources through which the data was collected. Following are few ways in which the data was collected: a) Questionnaires: Its set of questions on a sheet of paper was being given to the respondents of fill it, based on which the data was interpreted. b) Direct Interviewing: Direct interviewing involved the process where I asked the questions directly to the customers and got the feedback. 3. Secondary Source of Data: Secondary sources are the other important sources through which the data were collected. These are the readily available sources of the data where one had need not put much effort to collect, because it is already been collected and part in an elderly manner by some researchers, experts and socialites. The secondary sources helpful for study were: Text books like Marketing Management, Research Methodology, Advertisement and Sales Promotion. 24

Internet was made use for the collection of the data. Newspapers were also referred. Business Magazines also referred. Some journals were also referred. 4. Sample Size:

By using judgment Random Sampling Technique 100 respondents are selected for the purpose of the study. Direct questionnaires are used to survey the customers.

3.3 OBJECTIVE OF THE STUDY To know the Level of Customer Satisfaction on Sales of Maruti Vehicle.

To know the Customer Satisfaction on Performance of Dealer.

To know whether the dealer renders after sales service, and if he, how far the consumers are satisfied with services rendered by dealer.

To know the motivated factors to buy the MARUTI vehicle.

To know the factors that influences the customer, to switch the brand.

To know the customers are satisfied with price and service network

To know the whether Maruti performance matching with the customer expectations.

25

3.4 . LIMITATION OF THE STUDY Though every effort was made to make the report authentic in every sense, yet there are few factors which might have their influence on the final report. There was time shortage. Time provided to us was very short which make it difficult for us to conduct survey at wider range. 1. Sometimes respondents did not respond well to all the questions in the questionnaire. 2. Small sample size 100. 3. Some biasness might have occurred in analysis. Because of lack of expert knowledge. 4. Best efforts were made to incorporate all-important variables in study, yet chances of some of variables not appearing in study are not ruled out. 5. Frequent developments in this sector can be a major reason of limitation in the study 6. Biasness in views of respondents cant be ruled out 7. Resistance to change sometimes affects view of respondents.

26

CHAPTER 4 DATA ANALYSIS AND INTERPRETATION

27

4.0 DATA ANALYSIS AND INTERPRETATION Q 1. MODEL OF THE CAR OWNED BY THE RESPONDENTS The below table shows the all Maruti brand models, and table showing that model of the car owned by the respondents. S. No 1 Models Maruti 800 No. of Respondents 19 Percentage 19

Omni

04

04

Wagon R

07

07

Alto

32

32

Zen estilo

12

12

Swift

13

13

Swift Desire

09

09

SX-4

04

04

Total No. of Respondents

100

100%

28

Model of New Car Purchased

35 30 25 No. of 20 Respondents 15 10 5 0
Maruti 800 Omni Wagon R Alto Zen estilo Swift Swift Desire SX-4

32

19 12 7 4 13 9 4

Model Name

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

29

Q 2. MODE OF AWARENESS OF THE RESPONDENTS The below table shows the awareness of the respondents towards the Marutis brand.

S. No

Modes

No. of Respondents

Percentage

News papers

11

11

Magazines

23

23

Tv ads

19

19

Friends / Relatives

47

47

Total No. of Respondents

100

100%

Mode of awareness
50 40 No.of Respondents 30 20 10 23 11 19 Tv ads Friends / Relatives Mode 0 News papersMagazines 47

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

30

Q 3. FEATURES THAT ATTRACTED THE RESPONDENTS The below table shows the special features of Marutis brand cars that attracted the respondents towards them. S .No Percentage

Crucial Price

No. of Respondents

34

34

Mileage

53

53

Service

Brand Image

Total No. of Respondents

100

100%

Brand Image Service Mileage

6 7 53 34

Price 0 10 20 30

40

50

60

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

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Q 4. MAIN REASONS FOR BUYING MARUTI VEHICLE The table below shows that reasons that specified by the respondents for buying Maruti vehicle only.

Reasons for buying Maruti

Suits my needs

Easy

Good for

Trust worthy

Fuel efficient

maintenance Indian Roads

No. of Respondents

14

16

32

20

18

35 30 25

32

20 20 15 10 5 0 Suits my needs Easy maintenance Good for Indian Roads trustworthy 14 16

18

Fuel efficient

Interpretation: From the above evident, we can say that most of the respondents said main reason is Maruti vehicle is good for Indian roads. And also other main reason is Maruti trust worthy. After this other reason is Maruti vehicle suits their needs. They also saying that Maruti vehicle is fuel efficient. And also saying Maruti is easy maintenance vehicle. 32

Q 5. INFLUENCE ON RESPONDENT FOR DECISION MAKING The below table shows the how the influence changes the Decision making of the respondents to purchase the vehicle. S. No 1 Influenced Yourself No. of Respondents 48 Percentage 48

Family

36

36

Friends

Advertisement

10

10

Total No. of Respondents

100

100%

60 50 40 30 20 10 0

48 36 6 Yourself Family Friends 10

Advertisement

Interpretation:

From the above evident, we can say that 48% of them are influenced by

them self and 36% of them feel family play a vital role to purchase their vehicle. And next followed by advertisement and friends.

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Q 6. RESPONDENTS FEELINGS ON QUALITY AND TECHNOLOGY The below table shows that respondents level of satisfaction on the Marutis quality and technology S. No Quality & Technology 1 Very satisfied 78 78 No. of Respondents Percentage

Satisfied

19

19

Indifferent

03

03

Dissatisfied

00

00

Total No. of Respondents

100

100%

Quality & Technology

78 80 70 60 No. of 50 Respondents 40 30 20 10 0 Very satisfied

19 3 0

Satisfied

Indifferent

Dissatisfied

Level of Satisfaction

Interpretation: From the above evident, we can say that 78% of respondents are vert satisfied with the Marutis quality & technology. And 19% of respondents are satisfied and remaining 3% are indifferent. From this we can say that 97% are satisfied with the quality and technology. 34

Q 7. SATISFACTION LEVEL OF RESPONDENTS ON LUXURY & SPACIOUS The below table shows that the level of satisfaction of the respondents on Luxury and Spacious of Maruti vehicle

S. No 1

Luxury & Spacious Very satisfied

No. of Respondents 81

Percentage 81

Satisfied

15

15

Indifferent

04

04

Dissatisfied

00

00

Total No. of Respondents

100

100%

Luxury and Spacious

81 90 80 70 No. of 60 50 Respondents 40 30 20 10 0 Very satisfied

15 4 Satisfied Indifferent 0 Dissatisfied

satisfaction level

Interpretation: From the above evident, we can say that 81% respondents are very satisfied with the Marutis Luxury and Spacious. And 15% of respondents are satisfied and remaining 4% are indifferent. From this we can say that 96% are satisfied with the quality & technology.

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Q 8. RESPONDENTS FEELING ON PRICE OF THE MARUTI VEHICLE The below table shows that respondents feeling on the price of the Maruti vehicle, that shows the satisfaction level of the respondents. S. No 1 Price High No. of Respondents 06 Percentage 06

Reasonable

37

37

Low

57

57

Total No. of Respondents

100
Price of MARUTI

100%

60 50 40 No. of Respondents 30 20 10 6 0 High Reasonable Responces Low 37

57

Interpretation: From the above evident, we can say that 57% respondents are saying that price of Maruti is low, and 37% respondents are saying that price of Maruti is reasonable and remaining 6% are saying that price is high. From this we can say that 94% are saying that Maruti price is satisfied.

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Q 9. RESPONDENTS FEELING ON PRICE OF SPARE PARTS The below table shows that respondents feeling on the price of spare parts of the Maruti vehicle, that shows the satisfaction level of the respondents. S. No 1 Spare parts Price High No. of Respondents 08 Percentage 08

Reasonable

24

24

Low

68

68

Total No. of Respondents

100

100%

Price of Spare Parts

70 60 50 No. of 40 Respondents 30 20 10 0 High Reasonable Responces Low 24 8 68

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

37

Q 10. RESPONDENTS FEELING ON CONVENIENCY OF SERVICE NETWORK The below table shows that respondents feeling on convenience of service network of Maruti. S. No Service Network No. of Respondents 1 2 3 4 Very convenient Convenient Moderate convenient Inconvenient 50 28 21 01 50 28 21 01 Percentage

Total No. of Respondents

100

100%

Inconvenient Moderate convenient 1 21 28 50 0 10 20 30 40 50 Convenient Very convenient

Interpretation: From the above evident, we can say that 50% respondents are saying that service network of Maruti is very convenient,28% respondents are saying that service network of Maruti is convenient and 21% respondents are saying that service network of Maruti is

moderately convenient and remaining 1% are saying that inconvenient. From this we can say that 99% are saying that Maruti service Network is convenient.

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Q 11. RESPONDENTS USE THE VEHICLE MOSTLY FOR The below table shows that how respondents use their vehicle mostly and the purpose of the vehicle has been purchased. S. No 1 Car Used For Office No. of Respondents 44 Percentage 44

Family

45

45

Long Drives

Shopping

Total No .of Respondents

100

100%

Shopping

Long Drives

Family

45

Office 0 10 20 30 40

44 50

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

39

Q 12. RESPONDENTS EXPECTATIONS ON MARUTI VEHICLE The table below shows that respondents expectations on Maruti vehicle to keep.

S. No

How Long You Will Use

No. of Respondents

Percentage

1-2 Years

2-4 Years

15

15

4-8 Years

68

68

8 Years & above

12

12

Total No. of Respondents

100

100%

80 70 60 50 40 30 20 10 0

68

15 5 1-2Yrs 2-4Yrs 4-8Yrs

12

8Yrs&Above

Interpretation: From the above evident it is observed that 5% and 15% of the consumers keep their vehicle 1-2years and 2-4years respectively, and 68% and 12% of consumers keep their vehicle for 4-8years and 8years & above.

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Q 13. FEELING OF THE RESPONDENTS WHILE DRIVING MARUTI The below table shows that how respondents feel comfortable while driving the Maruti vehicle. S. No 1 Particulars More comfortable No. of Respondents 20 Percentage 20

Comfortable

68

68

Less comfortable

11

11

Uncomfortable

01

01

Total No. of Respondents

100

100%

Un comfortable

1 11 68 20 0 20 40 60 80

Less comfortable

Comfortable

More comfortable

Interpretation: From above evident, it is observed that 20% of them feel more comfortable, 68% of respondents feel comfortable, and 11% of them feel less comfortable.

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Q 14. RESPONDENTS OVERALL VIEW ON PERFORMANCE OF MARUTI The below table shows how respondents feel on the total performance of the Maruti vehicle when compared to the other brand cars.

S. No 1

Particulars Excellent

No. of Respondents 17

Percentage 17

Good

59

59

Average

24

24

Below average

00

00

Total No. of Respondents

100

100%

Performance of Maruti
59 60 50 40 No of Respondents 30 20 10 0 Excellent Good Average Below average 17

24

Interpretation: From above evident, we can say that 17% respondents feel performance of the Maruti is excellent when compared to other brands, and 59% & 24% of respondents feel good & average respectively. This shows that satisfaction of respondents. 42

Q 15. RESPONDENTS VIEW ON MILEAGE OF MARUTI VEHICLE The below table shows how respondents feel on mileage of the Maruti vehicle when compared to the other brand cars.

S. No 1

Particulars Excellent

No. of Respondents 20

Percentage 20

Good

54

54

Average

26

26

Below average

00

00

Total No. of Respondents

100

100%

Below average

0 26

Average

54

Good

20

Excellent 0 10 20

30

40

50

60

Interpretation: From the above evident, we can say that 20% and 54% of the respondents feel mileage of the Marutis brand is excellent and good respectively when compared to other brands of vehicles, and 26% of respondents feel mileage given by Maruti is average. 43

Q 16. INFORMATION ABOUT SERVICE OFFERED The below table shows that how respondents get information regarding the service offered by the company to them. S. No Information given 1 Yes 95 95 No. of Respondents Percentage

No

05

05

Total No. of Respondents

100

100%

No, ,05

Yes, 95

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

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Q 17. FEEDBACK ON DEALERSHIP FACILITY The below table shows that the respondents feelings on the dealership facility. S. No 1 Dealership Facility Outstanding No. of Respondents 79 Percentage 79

Acceptable

19

19

Average

02

02

Unacceptable

00

00

Total No. of Respondents

100

100%

Dealer Performance
80 70 60 50 No of 40 Respondents 30 20 10 0 Outstanding Acceptable Average Unacceptable Responces 19 2 0 79

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

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Q 18. DELIVERY TIME The below table shows that the dealer has delivered the vehicle at promised time or not. S. No 1 On Time Delivery Yes No. of Respondents 80 Percentage 80

No

20 100

20 100%

Total No. of Respondents

80
80 60 40 20 0 Yes No

20

Interpretation: From the above chart, it is observed that 80% of the respondents said that vehicle is delivered on time and remaining 20% of the respondents are saying that the vehicle is not delivered on time.

46

Q 19. SALES EXECUTIVES ABILITY The below table shows that the respondents acceptance on the sales executives ability answer their questions. S. No 1 Performance of Executives Excellent No. of Respondents 8 Percentage 8

Good

62

62

O.K

23

23

Poor Total No. of Respondents

7 100

7 100%

Poor O.k Good

23 62

Excellent 0

20

40

60

80

Interpretation: It is observed that 8% of the respondents feel that performance of executives is excellent, 62% of the respondents said that performance of the executives is good, 23%the respondents are saying the performance of the executives is ok and remaining 7% of the respondents said that performance of the executives is poor.

47

Chapter-5 Finding Conclusion & Suggestion

48

5.1FINDINGS We observe that awareness is mainly from the friends/relatives with 47%. It is concluded that 34% of them say that price is crucial, 53% of them say mileage. Most of the respondents believe that Maruti is good 48% respondents take their own decisions and 36% through family members 78% people are very satisfied with quality and technology Most of the people are very satisfied with luxury and spacious 57% respondents feel the price is very low, 68% of feel the price of spare parts is less 50% respondents feeling on convenience of service network of Maruti. 45% respondents use their vehicle mostly and the purpose of the vehicle has been purchased. 68% respondents expectations on Maruti vehicle to keep it for 4-8yrs 68% respondents feel comfortable while driving the Maruti vehicle. 59% respondents feel on the total performance of the Maruti vehicle when compared to the other brand cars. 95% respondents get information regarding the service offered by the company to them. 79% respondents are given best ranking for Maruti dealership 62% of the respondents said that performance of the executives is good 95% of the respondents are ready to recommend Maruti to relatives and friends.

5.2CONCLUSIONS . Most of the buyers are professionals and business people using the Maruti cars Most of the respondents are saying that main reasons for buying Maruti are trust Worthy and good for Indian roads. About 97% of the respondents are satisfied with the quality & technology. About 96% of the customers are satisfied with luxury & spacious.

49

About 94% the customers feel that the price of vehicle is affordable 99% of the respondents are highly satisfied with service network of Maruti. 45% of the respondents use their vehicle to take their family out and 44% use for Going to office. Many of the Maruti car buyers are high middle class people, like to keep there Vehicle 4year s above. But professionals and business people like to change there Vehicle after 2years.

Many of the respondents are satisfied with regard to mileage. 75% of the respondents are satisfied with overall performance of the vehicle and 25% of the users are constant. 80% of the respondents said that the vehicle is delivering on time and 20% of the respondents are not satisfied with vehicle delivery. 70% of the respondents said the performance of the executives was good, 23% of the respondents said ok. 95% of customers feel that they are getting information regarding free service provided by the Maruti. 98% of the respondents are saying that MARUTI performance is Outstanding.

5.3SUGGESTIONS

Maruti Company has to frame new strategies to gain all the potential customers.

Maruti dealers have to come up some potential activities, schemes and offers to attract people.

Dealers should come up with ease in documentation for financing the customer.

Service advisers need training and motivate them.

Maruti has to improve the different promotional activities through effective media. 50

Chapter-6 BIBLIOGRAPHY

51

6.1BIBLIOGRAPHY
NAME OF THE BOOKS 1. Kothari, C.R., Research methodology Methods & Techniques. 3.Phillip Kotler Marketing Management 12\e & 13\e Pearson. (2008). 4.Kerin. Hartley & Rudelius: Marketing the Core. McGraw-Hill, Irwin. (2007). 5. Phillip Kotler and Kelvin Lane Marketing Management 12\e Pearson Education (2007). WEBSITES 1. www.learn marketing.com

2. www.maruti Suzuki.com 3. www.gurusoftware.com 4. www... Wikipedia.com MAGAZINES Business Today: Customer value, satisfaction, loyalty and switching costs:

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QUESTIONNAIRE

Dear Sir, I am the student of GGGI DINARPUR( AMBALA), conducting a survey on MARUTI .. I would like to share some views and ideas with you. Name :

Profession : Address : 1. Which model MARUTI car do you own? M-800 Omni Alto Zen Estilo Wagon-R Swift Swift Desire SX-4 ( ) ( ) ( ) ( ) ( ) ( ) ( ) ( )

2.

How did you come to know about MARUTI cars? Newspapers ( ) Magazines ( ) other TV ads ( ) Friends/Relatives ( ) any

3.

What attracted/prompted you to buy MARUTI among all other brands? Brand image ( ) Service network ( ) Price ( ) mileage ( )

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4.

What are the features attracted you to buy the car you owning?(give the order of preference1-5) ( ) Suits my need ( ) Easy maintenance ( ) Trustworthy

fuel efficient ( )

Good for Indian roads ( )

5.

Who influenced in buying the car you own? Family ( ) Friends ( ) Advertisement ( ) How do you feel on MARUTI quality and technology? Satisfied ( ) Indifferent ( ) Dissatisfied ( ) How do you feel about your MARUTI is luxury and spacious? Very satisfied ( ) Satisfied ( ) Indifferent ( ) Dissatisfied ( )

Yourself ( ) 6.

Very satisfied ( ) 7.

8.

Price of your MARUTI vehicle? High ( ) Reasonable ( ) Low ( )

9. Respondents Feeling On Price Of Spare Parts. High ( ) Reasonable ( ) Low ( ) 10.Convenient of service network? Very convenient ( ) Moderate convenient ( )Inconvenient ( )

11. Main purpose of that you will use your car for? Office ( ) Family ( ) Long drives ( ) Shopping ( ) 12. How long you will use this vehicle? 1-2 Yrs ( ) 2-4 Yrs ( ) 4-8 Yrs ( ) 8 Yrs & above ( 13.How do you feel when you drive yours MARUTI car? More comfortable ( ) Comfortable ( ) Less comfortable Uncomfortable ( ) 14. How do you rate the overall performance of the car compared to others? Excellent ( ) Good ( ) Average ( ) below average ( )

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

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

17. How do you feel on dealership facility? Outstanding ( ) Acceptable ( ) Average ( ) Unacceptable ( )

18.Is vehicle delivered on time? Yes ( ) No ( )

19. How is the performance of the sale executives at the dealership? Excellent ( ) Good ( ) O.K. ( ) Poor ( )

55