Professional Documents
Culture Documents
BACHELOR OF BUSINESS
ADMINISTRATION
From
(AFFILIATED TO C.C.S. UNIVERSITY, MEERUT)
Session
(2012-2015)
Submitted To:
Submitted By:
ANKIT KUMAR
Roll No. 8016505
BBA- VI Sem
STUDENT DECLARATION
I, ANKIT KUMAR
ANKIT KUMAR
Roll No. 8016505
BBA- VI Sem
ACKNOWLEDGEMENT
I would sincerely thank our all faculty members because without
whose guidance this project would not have been possible. I would also
like to thank them for giving an opportunity to conduct this summer
training and extending me full support and co-operation towards the
completion to this Project.
I am also grateful to Dr. Geeta Tomar, Faculty of Management,
Astron College Of Education, Meerut for giving very valuable
information about the company and sincere guidance from time to time.
Once again I express my gratitude to Maruti for their kind cooperation and having given me an opportunity to associate myself with the
largest producers of commercial vehicles in the country.
KUMAR)
CONTENTS
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26
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76
77
This product was carried on large scale. I covered all the product of the
company. I covered some places in Ghaziabad like Rajnagar Shastri
Nagar Ariya Nagar Gandhi Nagar etc. The focus was to get the feedback
of the customers regarding their satisfaction level. After receiving
customers data base I contacted different customers and fixed
appointment and took their feedback. As the last step nation wise data
was formed and analysed and interpreted. The growth of business is
possible only when the management of the business is fully developed.
The management process is a developed process. In the words of George
R. Toory the programmes by management development included the
recruitment and training of potential executive as well as the appraisal
and review of present executives.
It is also includes special encouragement by self development of
executives giving financial help to the enhance their formal education
and acquainting them with basic philosophic objective and practices of
the enterprise.
the half
million
mark
for
the
first
time
in FY2000.
Overwhelmed by newer models from new and existing players had led to an
impressive shift from a constrained supply situation to a surplus one. Within
the past decade, about 30 models have entered the Indian market with a
number of models still awaiting launch. The de-licensing of auto industry in
1993 opened the gates to a virtual flood of international auto makers into the
country with an idea to tap the large population. Also the lifting of
quantitative restrictions on imports by the recent policy is expected to add up
to the flurry of foreign cars in to the country.
10
Apart from strong economic growth in all sectors, low interest rate
regime, normal monsoon, continued infrastructure investment, fiscal
measures like cut in excise duty (in case of cars), etc provided impetus for
the growth. The year also saw a sharp 56% rise in export volumes with all
the sectors registering more than 40% growth, signalling the
rising international competitiveness of the industry.
11
Though the peak customs duty had been reduced to 20% in January
2004 and Special Additional Duty was abolished, the domestic industry still
enjoys adequate protection, with no import threats. The potential borne by
the industry is well exhibited by the growing number of international players
setting up base in India and increasing
competitiveness in the industry.
VISION
To establish a globally competitive automotive industry in India and to
double its contribution to the economy by 2010.
12
POLICY OBJECTIVES
This policy aims to promote integrated, phased, enduring and self-sustained
growth of the Indian automotive industry. The objectives are to:
13
of 638,815 units as against 409,951 units in the previous year. Thus, the
CAGR for the period FY96 - FY2000 stands at 16.6%.
The present day stunner from HM is the Lancer. As with HM products
from the past, the Lancer is a borrowed from abroad product. The saving
grace is only that this Lancer is a contemporary model and not some. The
erstwhile Premier Auto Ltd. no longer exists. The nearest thing to it in the
present is Ind Auto Ltd. Ind is an acronym for India or Indian, but the
products are all borrowed from Italy. The Uno came to India after the
Mafiosi had their fill with it. The Siena is a very contemporary model. It
being a good car and all, but I always wonder why Fiat doesn't launch it in
their motherland. What's this 'special' car for India, Brazil, Africa, Latin
America inc.
Ford did take the pains to design an India specific car, the Ikon. So
does the quest for an Indian car end with the Ikon. No I don't think so. First
thing, the company is American. Secondly, the Ikon's platform is that of the
Fiesta, nothing else. So the only thing Indian about the car is the 'Josh'
advertising gimmick.
Starting with the official one, i.e. Maruti, the company, since its
inception has changed the automobile scene in India completely. It's has
been the number one manufacturer, churning out close to 300,000 cars last
15
year. At last count it held a 64% market share in the passenger car market
with four out of every five cars . on Indian roads being Marutis. Every year
it rakes in multi-billion rupee profits, and, yet the company is nothing more
than Suzuki India Ltd.
Telco is a completely Indian carmaker with no major foreign
collaborations. Their Indica was much touted as 'The Indian car', but it was
styled by I.D.E.A of Italy. The engine technology had inputs from 'Moteur
Modern' of France. In effect it was the case of an Italian body being wrapped
around Indian mechanicals. Frankly I would have preferred an Indian body
wrapping an Indian platform.
India is also the largest manufacturer of agricultural tractors, motor
scooters and the world's fifth largest commercial vehicle manufacturer. Each
of these sectors experienced rapid growth during the last three years Demand
in these sectors is
projected to grow at more than six percent per annum in the coming years.
The estimated growth will automatically emphasize the need for better
transport infrastructure facilities. This means demand for automobiles and
hence for auto components, is bound to grow accordingly. Therefore, good
growth prospects are assured for the automobile industry.
World-wide, cars are segmented on the basis of their size. However, in
India, price is the main factor determining the choice of car. Hence, cars are
segmented on the basis of price into three segments :
17
Price
Approximate
Range
Segment
Features of Market
Main Models
(Rs.
000)
Segment
M-800, Omni,
Price, Fuel
Uno,
46.9%
Efficiency
Ambassador
Zen, Uno, 118NE,Ambassador Price,
1800 ISZ,
Medium
Performance,
250-500
43.1%
Contessa,
Diesel
Cielo, Accent,
Premium
Performance, 10.1%
above
City, Opel
Features.
Astra, Ikon
Sources : various sources
Absence of adequate mass transportation system and rising income levels
have resulted in personal vehicles becoming an important mode of
18
19
available to meet the advanced emission norms using gasoline and diesel
fuel; Bosch and many other companies have proved this worldwide. There is
no need for the authorities to specify the type of technical solution required
for this purpose as long as the end objectives are met.
The spurious and reconditioned goods market, which I also dealt with
in detail in my speech last year, continues to be a worrying factor as it
directly affects our market share. The Company on its part has intensified
the anti-spurious operations by conducting several raids across the country
with the help of local regulatory authorities. Large quantities of spurious and
fake products have been seized and legal action has been taken against those
indulging in such activities. The Company believes that continued focus and
concerted action against spurious activities would improve safety and fuel
efficiency of the vehicles and at the same time help in expanding our market
share in the Aftermarket. The Company is also continuously educating the
users about the benefits of using genuine spares in place of spurious and
reconditioned spares.
in automobile sales has been impressive for the past ten years since
liberalization began. However, with liberalization, the Indian customer has
been presented with a wide range of choices in automobiles, to suit every
requirement and budget. The market has turned into a buyers market where
the customer is being wooed by the manufacturers and the dealers with a
range of freebies unheard of before in India. Financing has become so easy
that an automobile is within every aspirant's reach.
Competition has meant that manufacturers' margins have been
squeezed severely and they are all under pressure to cut costs to be profitable
and competitive. Some of the older manufacturers like Premier Automobiles
(manufacturers
of
Premier
cars),
Automobile
products
of
India
was not permitted. The foreign manufacturers such as GM, Ford and
Daimler Chrysler will almost certainly import vehicles from their large
portfolio of models and makes, further segmenting the market into niches,
although how competitive they are in terms of price remains to be seen.
The challenge before the industry is to figure out the strategy for
survival and growth. It is clear from the picture painted above that the
industry will have to increase volumes in each segment to achieve lower cost
of manufacture. One way to achieve this will be to go for exports in a big
way. Maruti is already exporting vehicles, as are Mahindra, Telco, Daimler
Chrysler and more recently Daewoo. The overseas markets will have to be
exploited more aggressively, but this will mean the companies will have to
invest more in Research and Development of new models with better
features.
The second opportunity is to become contract manufacturers for
overseas companies. A number of Japanese and Korean companies have
been following this strategy very successfully. Hindustan Motors is said to
be considering this option. The third opportunity is to overcome the
vulnerability of the automobile market to oil prices by designing vehicles,
which can offer lower fuel consumption. Recent reports suggest the
government is exploring the possibility of introducing Gasohol, which is a
23
mixture of Petrol and Alcohol. Gasohol has been very successful in Brazil.
Since Alcohol is a by-product of the Sugar industry (of which India has the
worlds largest), this is a very logical step that should have been taken many
years ago. Even a small percentage reduction in the consumption of
petroleum per vehicle can make a big difference to the balance of payments.
The industry must focus its R&D efforts in line with the global trends,
which is to build vehicles that are considerably more fuel efficient and less
polluting. With growing awareness among the public about pollution and the
effective campaigns carried out by the NGO's, this will increasingly become
an important selling feature. It was surprising to see how the industry kept
stalling the introduction of pollution norms for vehicles on the pretext that
they needed more time to get the technology. Even Maruti despite its foreign
affiliation was caught off guard when the Supreme Court finally ruled that
all new vehicles should strictly adhere to the Euro II norms.
INTRODUCTION OF COMPANY
Maruti Udyog Limited is a publicly listed company in India. It is a leading
four-wheeler automobile manufacturer in South Asia. Suzuki Motor
Corporation of Japan has the controlling stake in the company. It is the first
company in India to mass-produce and sell more than a million cars. It is
largely credited for having brought in an automobile revolution to India. It is
24
the market leader in India in its segment. Maruti Udyog Ltd. is one of
India's leading automobile manufacturers and the market leader in the car
segment, both in terms of volume of vehicles sold and revenue earned. Until
recently, 18.28% of the company was owned by the Indian government, and
54.2% by Suzuki of Japan. The Indian government held an initial public
offering of 25% of the company in June of 2003. As of May 10, 2007, govt.
of India sold its complete share to other financial institutions. With this,
govt. of India no longer has any stake in Maruti Udyog Ltd.
Undisputedly, Maruti Udyog is the king of the auto industry in India, as they
own a whopping 54% slice of the market, mainly thanks to their low cost
cars. Japanese carmaker Suzuki owns a majority share (54.2%) of Maruti.
They sell 500,000 cars a year in India, and export another 30,000.
The company has just announced their new name: Maruti Suzuki India
Limited. Maruti is virtually synonymous with the term low-cost car. In fact,
the term "People's Car" which is currently used in India to signify the car
with the lowest possible price, was born hand in hand with the creation of
Maruti Limited in 1981.
25
Business Week says Maruti Udyog is now working on lowering the cost of
its base Maruti 800, which currently sells at $4,130 and is today the cheapest
car in India, to compete with Tata's own "People's Car" which will
supposedly appear in 2008 for just $2300.
26
PRODUCT PROFILE
In October 1982 the company was formed with the signing of a joint venture
between Gov. of India & Suzuki Motor Corporation. It launched Indias first ever
peoples car, the went on to become Indias largest selling car, and rest as they say,
is History! The Maruti Udyog Ltd. is handling a large number of vehicles. It
includes the several modes. The name and main features of all models are as
follows:
27
It is lunched in 1983.Maruti 800, the largest selling car in India, has power
packed features. Starting with more pulling power from a peppier 45 BHP
engine, more effective AC in Maruti 800 DX. Easer start-stop city driving
because of setup torque. Better fuel efficiency, due to the new 4 speed manual
transmission. This was the car which revolutionized the Indian car market by
introducing the concept of high quality, low cost, fuel efficient car. More
improved Maruti 800 launched in 1999 with MPFi with 5 speed gear box. It
upgraded in 2001 with new suspension and radial tyres as standard equipment.
2003- New AC E-II, which expanded the market.
2005-New M800.
28
the petrol variants for around Rs 1,93,063 , the AC version of the same
comes for Rs 2,13,558. The new LPG model of the M800 will be made at
the Gurgaon facility in the same line as the petrol variant and will have
factory fitted LPG kits intalled..
Industry experts have said that the rising prices of oil has prompted
carmakers to go for alternate options. The LPG variants are currently a
serious option for consumers and so car makers are also going that
way.Maruti Suzuki s shift toward the LPG M800 also may be attributed to
this phenomenon. The market preference for the Alto also has spurred the
company to spruce up the M800.
With Tata Motors all set to unveil its Nano, the model might see huge
competition and it needs to bring in new features to survive in a cut throat
market place. Maruti is hoping to double the sales of its flagship model with
the new variant. The LPG variants constitute around 23 per cent of national
sales for WagonR as well as Omni, the company has said.
Reports said that the M800 LPG will work on gas mixer system based on
Integrated Gas Technology, which will deliver a power of 35 ps at 5000 rpm
and torque of 56 nm at 2500 rpm. The car is expected to emit 10 per cent
lower carbon dioxide than the petrol variant.
30
The Marunit OMNI powered by Suzuki, they are leader in compact car
technology. The OMNI is fuel efficient, easily maneuverable and needs very little
maintenance. The OMNI has taken a technological leap. It now comes with a
35bhp MPFI engine. Making it confirm to the stringent Euro II emission norms. It
is used to extensively as an ambulance, a school bus, a courier van, a mobile store,
a staff car, a light goods carrier e
31
The ESTEEM, Indias favorite luxury car that makes the longest driving looks
like a prim and the manoeuverses through traffic like a knit enough butter. The
new ESTEEM is available in three variants: LX, LXi, and VXi. Powered by a
32 bit electronic control and 85 bhp@6000rpm & torque of 110 Nm @ 4500
RPM.
Best entry midsize car. Big on mileage and big on saving. Big on power
ACE engine can accelerate from 0-100 kmph in just 11.49 sec.
Highest power to weight ratio of 97.7bhp per ton.
Big on luxury.
1. CD player
2. Silver finished garnish
32
The BALENO has smart powerful engine MPFI 1600 cc 16 values. Lively
response and superior fuel management. Steady flow of torque. All McPherson
suspension independent on all four wheels. 13 advanced reduction technologies.
Safe and solid build solid, muscular wedge shape. Superior aerodynamic &
stability.
33
34
It comes in 3 variants that is LX, LXI & VXI. Its thundering MPFI engine with 4
values per cylinder & 16 bit computer will tackle all challenges. Raw power meets
optical fuel capacity high tensile steel, side beams guards against collision impact
8 inch boosters assisted front provided by control stopping power. The AC is
Indias tropical climates & cools the interiors in seconds.
35
Superb maneuverability smooth handling & raw energy packed aim to sleek yet
rugged frame the Gypsy king is the real adventure gear whether ploughing through
dirt tranks, climbing formidable terrain. It has incredible power 80 bhp @ 6000
rpm.
36
It launched in 1993. Zen is the Indias number one car in this category. It comes in
5 Varians that is LX, LXi, VXi; Main features are 4 inline cylinders, Seating
Capacity 5 person, Swept volume 1061 CC & 64 BHP @ 6200 RPM with turning
radius 4-9 meters.
37
Versa launched on 24th October 2001. Its features are twin AC doubles the
luggage spaces. It comes in three variants that is DX, DX2
38
Swift launched in 2005.Its features are Power steering, front electric window, rear
electric window, central door locking, manual air-conditioning, automatic climate control
system, and heater. It comes in three variants that is LXi, VXi & ZXi.
39
40
It launched in 2007.its features are dual front air bags, anti-Braking system,
electronic brake - force distribution. It has completely new M series engine,
Maximum power 102bhp @5500 rpm, great fuel efficiency, and automatic
climate control. The SX4 is available in VXi, ZXi, ZXi (Optional with leather)
variants.
41
With the Grand Vitara, we enter a new customer segment. This new grand Vitara is
powered with Suzukis J series, VIS engine and has a capacity of 2.0 liters
(1995cc). The Brand Vitara was born in 1988. This all new Grand Vitara is a
third generation vehicle. While the new Grand Vitara with the best 4x4
features. A generous boot space of 398 liters. The luggage capacity of the
vehicle in maximum volume is 1368 liters.
42
MODELS IN INDIA
Maruti Udyog offers eleven models, between its own and those of parent
Suzuki, in India:
43
44
Maruti Udyog Limited (MUL) was established in February 1981, though the
actual production commenced in 1983. Through 2004, Maruti has produced
over 5 Million vehicles. Maruti are sold in India and various several other
countries, depending upon export orders. Cars similar to Maruti (but not
manufactured by Maruti Udyog) are sold by Suzuki in Pakistan and other
South Asian countries.
The company annually exports more than 30,000 cars and has an extremely
large domestic market in India selling over 500,000 cars annually. Maruti
800, till 2004, was the India's largest selling compact car ever since it was
launched in 1983. More than a million units of this car have been sold
worldwide so far. Currently, Maruti Alto tops the sales charts.
45
Type
Founded
1981
Headquarters
Key people
Industry
Automotive
Products
Maruti Suzuki
Revenue
Employees
3,334
Website
http://www.marutiudyog.com/
46
PRODUCT DESCRIPTION
In the order they were launched:
Maruti Alto: Launched 2000. Currently the largest selling car in India
50
KEY COMPETITORS
Tata Motors
Hyundai India
Ford India
Fiat India
General Motors India
Honda India
52
RESEARCH SCOPE
This study was done in Rohan Motors Pvt. Ltd. Delhi. The geographical
scope of my survey was limited to Delhi region only.
The survey covers a wide range of activities and factors, which influence the
customer to purchase the Maruti product.
The validity of the findings of this survey is limited to the period which the
field survey was conducted i.e., in June and July.
Therefore, I would say that my first day in the organization was more of
observing the environment around me than getting into action
53
OBJECTIVES OF RESEARCH:
(I) To introspect into the satisfaction level of customers with respect to
Maruti Suzuki.
(II) To find out the satisfaction level of customers about services
provided by Maruti Suzuki.
(III) To find out why customers preferred Maruti Suzuki Product in that
Category of other cars.
54
RESEARCH METHODOLOGY
Research Methodology is a way to systematically solve the research
problems. It may be understood as a science to studying how research is
done scientifically. In it we study the various steps that are generally adopted
by a researcher in studying his researcher problem along with the logic
behind them. Researchers also need to know the criteria by which they can
decide that certain procedures and techniques which will be applicable to
certain problems. This entire means that it is necessary for the researcher to
design his methodology for his problem as it may be different from problem
to problem.
The survey was conducted on A study of different products and their
promotion for Maruti Suzuki in ROHAN MOTORS. in Delhi region, with
reference to different Customers. The geographical scope of my survey was
limited to Delhi region only. Study aims at relationship between Company
Executives and Customers and why any customer purchased particular brand
only. The survey covers a wide range of activities and factors, which
influence the customer to purchase the Maruti Suzuki product. The validity
of the findings of this survey is limited to the period during which the field
survey was conducted i.e., in June July 2007.
55
RESEARCH DESIGN:
Undertaking this project different commercial vehicle users were
interviewed personally to know about the present market scenario prevailing
in Delhi Region.
To carry out survey efficiently and effectively, it was very necessary to have
a perfect questionnaire to extract the desired informational aspects that was
needed for examining the viability study of Maruti Suzuki in Delhi Region.
DATA SOURCE:
All these data has been collected through interview of people having
commercial vehicles. I interviewed them without disclosing the name of the
company. They also provided me relevant information regarding competitors
providing sales and services.
SAMPLE SIZE:
The survey conducted covered Dak Bungalow Chowk, Ghandi Maidan,
Rajendra Nagar.
56
SAMPLING PLAN
It is the actual quantity decision to be corrected for the purpose of survey,
considering the vast possibilities of categories and samples. The sample
technique adopted was of convenient sampling.
CONTACT METHOD:
Personal interview was the contact method used for proper in detail
information. A face to face interview took place with each commercial
vehicle user. Data collection through questionnaire was properly classified
and tabulated in the form report.
SAMPLING TECHNIQUE
It is the part of statistical practice concerned with the selection of individual
observations intended to yield some knowledge about a population of
concern, especially for the purposes of statistical inference. Each
observation measures one or more properties (weight, location, etc.) of an
observable entity enumerated to distinguish objects or individuals.
TOOLS OF ANALYSIS:
The tools used for the collection was the questionnaire. Data collected was
formulated with help of tally marks
57
DATA COLLECTION
The data has been Collect as:
Primary Source of Data.
Secondary Source of Data.
PRIMARY SOURCE OF DATA
It is the information collected directly without any references. For carrying
out the prescribed survey, customers were contacted through Field survey.
Customers of different age groups and profile were contacted for this
purpose.
FIELD SURVEY:
Field experiments are characterized by a high degree of realism. The typical
manner of obtaining this realism in making studies is to vary the
independent variable in the market place. The customers were divided into
two groups viz.
Residential areas.
Clubs and educational institutes.
58
Personal interaction could be established through the field survey. One of the
main advantages of the field research was that it gave a clear picture of
user's response towards the advertise. Customers were given a structured
questionnaire for this purpose.
SAMPLING PLAN
The Sampling Plan undertaken was as under:
SAMPLE UNIT:
The survey was done in Delhi city. Various working people, who have any
four wheeler vehicle which was purchased new not second hand were
contacted.
SAMPLING TECHNIQUE:
The population was divided into different areas and within each area random
sampling, which is one of the method of probability sampling was adopted.
RESEARCH INSTRUMENT
The Research instrument used while carrying out the survey was
Questionnaire. The questionnaire contained questions which have been
provided to collect an accurate of reliable data as it simplified and analysis
59
60
DATA ANALYSIS
(a)
PURCHASE SATISFACTION
No. of Respondents
scale
Very Dissatisfactory
Dissatisfactory
Satisfactory
Delightful
5
15
35
45
were dissatisfactory, 35% respondent told they were satisfactory and 45%
people told they were very delightful for the product after purchase the
product.
62
Nos.
25
15
25
35
63
3. Was your vehicle delivered with all the features and accessories as promised?
Vehicle delivered with all the features and
No. of
accessories
Yes
No
Respondents
97
3
No. of Respondents
experience
Very Dissatisfactory
Dissatisfactory
Satisfactory
Delightful
5
10
35
50
66
1. Has the dealer provided information about new products or services from time to
time?
Dealer provided information about new products
No. of
or services
Yes
No
Respondents
96
4
67
68
No. of Respondents
serviced
Local Mechanics
Auth. Service. Station
Dealership
Others
10
45
40
5
69
70
3. Was your vehicle serviced & delivered in the committed time by the dealer?
Vehicle serviced and delivered in the committed
No. of
time or not
Yes
No
Respondents
90
10
1. What is you opinion about the Vehicle Price you paid and the value you have got
from it?
Opinion about vehicle price and the
No. of Respondents
value
Very Dissatisfactory
Dissatisfactory
Satisfactory
Delightful
2
8
40
50
73
2. What is your opinion about the product Reliability and Consistency of fuel
consumption?
Opinion about the product Reliability
No. of Respondents
5
10
40
45
respondent told they are very dissatisfactory, 10% respondent told they are
dissatisfactory, 40% respondent told they are satisfactory and 45%
respondent told they are very delightful .
75
No. of Respondents
0
5
45
50
77
No. of Respondents
0
4
41
55
78
Interpretation: Since in the questionnaire, the question that How satisfied with the
services and respondent gave view that what they feel. Among 100 respondent, 0%
respondent told they are very dissatisfactory, only 4% respondent told they are
dissatisfactory, 41% respondent told they are satisfactory and 55% respondent told
they are very delightful .
79
3. How likely are you to recommend the same companys product to others?
Will you recommend the same companys
No. of
product to others?
Not at all
Might
Will recommend
Definitely
Respondents
0
5
45
50
recommend and 50% respondent told definitely they will say about same
product to other people also.
81
No. of
Never
Not sure
Yes
No
Respondents
0
10
90
0
82
Interpretation: Since in the questionnaire, the question that How likely are
you to buy again and respondent gave view that what they feel. Among 100
respondent, 0 % respondent told never, 0% respondent no, 10% respondent
told not sure 90% respondent told yes they will buy again.
83
4) Firm wants to know that customer are satisfy or not about the
company product and according to questionnaires company know that
more people satisfy from the companys product.
84
7) It is very necessary that customers know about the new product and
services from time to time.
85
CONCLUSIONS:
Todays world is the world of competition. Customers are the central entity
of every business. In present scenario company not only look for customer
satisfaction but the main race is to delight the customers. After undertaking
the entire project work I have drawn certain conclusions.
86
The survey revealed that in automobile sector apart from product quality,
price and after sales service plays a major role in customers buying
preference and to keep the customer happy.
The firm should also focus on employee satisfaction level, because until
employees are satisfied one can not satisfy the customers.
87
2) The survey was conducted in the peak season when the sale was too
high; by this I didnt get the appropriate result.
4) All the work was limited in Delhi area, so the findings should not be
generalized. The finding of the survey is strictly based on the response
of consumers, since it is difficult to ascertain the authenticity of their
statement.
88
2. The Vehicles Users want the servicing center to be time flexible, as they
want their work to be done as per their convenience of time.
4. The customers should be allowed to wait and see how the servicing is
done from a Glass Cabin.
89
8. Customers want credit, hence only the regular customer to be given credit
against cheque.
90
BIBLIOGRAPHY
WEBSITES:-
http://www.marutisuzuki.com
http://www.google.com
http://www.managementhelp.org
91
QUESTIONNAIRE
Mr./Ms/MrsSURNAME
ADDRESS FULL
92
(A ) PURCHASE SATISFACTION
dissatisfactory
satisfactory
delightful
____________________________________________________________________
Yes
no
____________________________________________________________________
3. Was your vehicle delivered with all the features and accessories as promised?
Yes
no
____________________________________________________________________
93
no
____________________________________________________________________
2.Where would you like your vehicle to be serviced? Why?
Local Mechanics ____________________ Auth. Serv. Stn
______________________________ Dealership
____________________________________________________________________
____________________________________________________________________
3. Was your vehicle serviced & delivered in the committed time by the dealer?
1
____________________________________________________________________
4.. Did any of your problem reoccurred immediately after the service done by the
dealer?
__________________________________________________________
94
1. What is you opinion about the Vehicle Price you paid and the value you have got
from it?
____________________________________________________________________
___________
2. How do you rate the availability of spare parts?
____________________________________________________________________
___________
3. What is your opinion about the product Reliability and Consistency of fuel
consumption?
1
____________________________________________________________________
___________
95
Very dissatisfied
dissatisfied
satisfied
delighted
____________________________________________________________________
___________
2. How Satisfied are you with the Services you Received?
Very dissatisfied
dissatisfied
satisfied
delighted
____________________________________________________________________
___________
3. How likely are you to recommend the same companys product to others?
Not at all
Might
Will recommend
definitely
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___________
Never
not sure
yes
96