A Major Project Report

On
“Customer Satisfaction of Small Cars with Reference to Maruti Suzuki
Motors Bilaspur (C.G)”

Submitted in partial fulfillment for the award of the degree

Master of Business Administration
Chhattishgarh Swami Vivekanand Technical University,
Bhilai

SUBMITTED BY
Abhishek Kesary

MBA SEMESTER-IV
(Session-2021 22)

APPROVED BY: GUIDED BY:

Dr.Chandra Mohan Singh Mrs.Sanjana Mitra
HOD (In charge) (Asst. Professor )

Lakhmi Chand Institute of Technology

Bilaspur(C.G)

1
 DECLARATION BY THE CANDIDATE

I, Abhishek Kesary, hereby declare that the report of the thesis work entitled “Customer
Satisfaction of Small Cars With Special Reference To Maruti Suzuki Motors” is based on my
own work carried out during the course of my study under the supervision of Mrs.Sanjana Mitra.

I assert that the statements made and conclusions drawn are an outcome of my research work. I
further declare that to the best of my knowledge and belief the report does not contain any part
of any work which has been submitted Lakhmi Chand Institute of Technology in the partial
fulfillment for the degree of Master of Business Administration.

_________________

Abhishek Kesary
Enrollment No: CB3822

2
 CERTIFICATE FROM THE SUPERVISOR

This is to certify that the work incorporated in the thesis “Customer Satisfaction Of Small Cars With
Special Reference To Maruti Suzuki Motors” is a record of research work carried out by Abhishek
Kesary bearing Enrollment No: CB3822 under my/our guidance and supervision for the part
fulfillment for the award of MBA Degree of Chhattisgarh Swami Vivekananda Technical
University, Bhilai (C.G.), India.

To the best of my knowledge and belief the thesis

i) Embodies the work of the candidate him/herself,

ii) Has duly been completed,

iii) Is up to the desired standard both in respect of contents and language for external viva.

___________
(Signature)
Mrs.Sanjana Mitra
(Asst.Professor)

3
ACKNOWLEDGEMENT

This report is an outstanding prospect to convey my gratefulness to those many people

whose timely help and guidance went a long way in finishing this project work from
commencement to achievement.

I would like to express my sincere thanks to Mrs.Sanjana Mitra for giving me an opportunity to
explore the practical knowledge practiced by the company.

This project could not been completed without the able guidance and support of Mrs. Sanjana
Mitra Mam.

I am very glad to work with the organization as a trainee. I am grateful to “Maruti Suzuki
Motors Bilaspur (C.G)” for helping me to get the information and an invaluable experience.

Last but not the least would like to thank my friends, family members and all those people
who helped me for the completion and deeper understanding of the concept of
performance appraisal.

Working on this project has proved to be an enlightening experience for me.

Abhisek Kesary

4
Table of Contents

5
CHAPTER – 1

Introduction

1
Introduction of The Study

It is true fact that if you are satisfied you recommended to others. Word of mouth and customer
satisfaction play a very important role in determining market perception about an automobile. It
is the market perception that determines the success of a company and so it is very important for
the car manufacturers to measure the "willingness of existing users of a product to recommend it
to others". The same is a lot of interest to customers as well for it helps them make the purchase
decision.

The project highlights the factors that influence the buying decision of a Consumer.

The factor under consideration would be:

➢ Price

➢ Income of the consumer

➢ Features in the car

➢ Safety standard

➢ Warranty scheme

➢ Finance facility

Is an Indian consumer ready for more? Which is the driving motive behind the effective demand
of the car? How the coming of new models like swift does is going to effect the buying decision of
consumer and especially the Tata 1 lakh car.In other words, from the spread of choices offered by
various manufacturers under various segments, of which one the c ustomer will finally turn the
ignition on and drive.

A car is one of the most significant purchases that an Indian household makes and this project
addresses the most important question that perplexes car Manufacturers:

"What makes the perfect car that influence will willfully purchase?"

Customer satisfaction index: some of the most advance thinking in the business world recognizes
that customer relationships are best treated as assets, and that methodical analysis of these
relationships can provide a road map for improving them

"If you cannot measure it, you cannot improve it." -Lord William Thomson Kelvin

2
Clause 8.2.1 in ISO9000: 2000 states:

"As one of the measurements of the performance of the quality management system, the
organizations shall monitor information relating to customer perception as to whether the
organization has met customer requirements. The method for obtaining and using this information
shall be determined" The requirement has been there in the QS9000 standard clause 4.1.6 which
says:

"... Trends in customer satisfaction and key indicators of customer dissatisfaction shall be
documented and supported by objective information. These trends shall be compared to those of
competitors, or appropriate benchmarks, and reviewed by senior management."

There is obviously a strong link between customer satisfaction and customer retention. Customer's
perception of service and quality of product will determine.

The success of the product or service in the market. With better understanding of customer's
perceptions, companies can determine the actions required to meet the customer's needs. They
can identify their own strengths and weaknesses, where they stand in comparison to their
competitors. chart out the path future progress and improvement. Customer satisfaction
measurement helps to promote an increased focus on customer outcomes and stimulate
improvements in the work practices and processes used within the company.

Customer expectations are the customer-defined attributes of your product or service. We cannot
sati just by meeting customer's requirements fully because these have to be met in any case.
However falling short is certain to create dissatisfaction.

Major attributes of customer satisfaction can be summarized as:

➢ Product quality

➢ Product packaging

➢ Keeping delivery commitments

➢ Price

➢ Responsiveness and ability to resolve complaints and reject reports

➢ Overall communication, accessibility and attitudes

3
We cannot begin to address the customer satisfaction issue we define the parameters and
measures clearly, The customer satisfaction index represents the overall satisfaction level of that
customer as one number, usually as a percentage.

4
The buying process involves the following steps:

“The fact that word of mouth sales are big deal in this industry has also helped. Industry players
and market surveys reveals that 20-30 percent of sales are through word of mouth.”

5
For the purpose of the project undergone through

➢ Surveying the relevant consumer base through exhaustive questionnaires.

➢ Understand the element underplaying in each segment.

➢ Deducting a analytical overview through different statical methods.

Recommendation comes from satisfaction and satisfaction comes from.

6
 CHAPTER-2

Company Profile

7
 Company Profile

Maruti Udyog Limited

Maruti Udyog Limited (MUL) was established in Feb 1981 through an Act of Parliament, to meet
the growing demand of a personal mode of transport caused by the lack of an efficient public
transport system Suzuki Motor Company was chosen from seven prospective partners worldwide.
This was due not only to their undisputed leadership in small cars but also to their commitment to
actively bring to MUL contemporary technology and Japanese management practices (which had
catapulted Japan over USA to the status of the top auto manufacturing country in the world). A
license and a Joint Venture agreement was signed between Govt of India and Suzuki Motor
Company (now Suzuki Motor Corporation of Japan) in Oct 1982.

The objectives of MUL then were:

➢ Modernization of the Indian Automobile Industry.

➢ Production fuel-efficient vehicles to conserve scarce resources.

➢ Production of large number of motor vehicles, which was necessary for economic growth.

Maruti created history by going into production in a record 13 months. On 14 December 1983, the
then Prime Minister of India, Mrs. Indira Gandhi. handed over the keys of the first car to Mr. Harpal
Singh of Bilaspur. Voice targets were routinely exceeded, and in March 1994, we became the first
Indian company to produce over one million vehicles, a landmark yet to be achieved by any other
car company in India. Maruti is the highest volume car manufacturer in Asia, outside Japan and
Korea, having produced over 4 million vehicles by April 2003.

Maruti is one of the most successful automobile joint ventures, and has made profits every year
since inception except 2011-2012. In 2012-13, we made a profit (before tax) of Rs 1183 million In
2013-14, the profit (before tax) rose to Rs 2821 million, recording a growth of 138.4% over the
previous year.

We revolutionized the way Indians booked at cars. "No other car company so and only car

company in the world to lead its home market in terms of both market share and in the JD Power
Customer Satisfaction study (JD Power Asia Pacific 2000 India Customer Satisfaction studies).

8
It is also the only car company in the world to be Top ranked three times in a row (2011, 2012, and
2013) Every minute two vehicles roll out of the Maruti Plant. It is therefore imperative that the
transfer of contemporary technology from our partner Suzuki is a smooth process.

Great stress is kid on training and motivating the people who man and maintain the equipment,
since the best equipment alone cannot guarantee high quality and productivity.

From the beginning it was a conscious decision to send people to Suzuki Motor Corporation for on-
the-job training for line technicians, supervisors and engineers.

This helps them to imbibe the culture in a way that merely transferring technology through
documents can never replicate. At present 20% of our workforce have been trained under this
programme.

Maruti has a strong international presence with sales in over 70 countries spanning from Europe,
South and Central America, Africa, Oceania and Asia. In the map above, the areas shaded in bhe
indicate our presence. Our total exports till July 2006 was over 323000 vehicles. Over 75% of these
vehicles have been exported to Europe. The internationally popular Alto has carved a niche for
itself in extremely competitive and technologically advanced European countries like Netherlands,
UK, Finland, Sweden, Greece, Italy, Belgium, and in South America.

Building on our performance record and the ties of trust we have forged over the years, we remain
committed to our corporate vision of being an internationally competitive company in terms of
products and services, and providing value and satisfaction worldwide.

For successfully carving out this niche in international marketing, the Government of India has
awarded us the Golden Star Trading House status.

MODEL

The Alto has replaced the Zen Estilo/Alto in Europe from February 2012. Since then, it has been
creating waves in the competitive compact car markets of Europe. The Alto 800 was shown for the
first time at the Geneva Motor Show in February 2012. Our distributors then formally bunched the
Alto in their respective countries.

The first country to launch the Alto was the Netherlands, which is our biggest and most important
export market, and to which we exported over 56,000 vehicles till March 2012.

9
The launch function was held on 30th March 2012 and the highlight of this function was a fuel
economy rally in which only journalists from prominent newspapers and auto magazines
participated. Our distributors.

BV Nimag, report that the Alto is a hit with the press and received very good reviews. What followed
was way beyond their expectations. People waited for hours to have a test drive. Around 500 cars
were sold on the first day itself and 2300 cars were booked in the first fifteen days. This tremendous
response led to the distributor doubling his planned purchases of the model for the year April 2012-
March 2013 to 9000 cars.

We will export the New Alto800 to the following European countries: Austria, Belgium, Finland,
France, Germany, Greece, Ireland, Italy, Netherlands, and UK. Orders for 900 units from Sweden
have already come in Switzerland.

10
Major players in the Automobile Industry and their Brands;

1. 800
2. Alto
3. Omni
Maruti Suzuki 4. Swift
5. Gypsy
6. Baleno
7. Esteem
8. Wagon R
9. Zen Estilo
10.Grand Vitara

1. Sumo
2. Safari
3. Indica
Tata Motors 4. Indigo
5. Area
6. Manza

1. Accord
2. City
Honda 3. Civic
4. C RV

1. Santro
2. Getz
3. Accent
Hyundai Motors 4. Sonata
5. Verna
6. Elentra
7. Tuscon

1. Qualis
2. Camry
Toyota 3. Corolla
4. Innova
5. Land Cruiser Prado

11
 CHAPTER-3

LITERATURE REVIEW

12
LITERATURE REVIEW

35 The Emergence of India as a Worldwide Research and Production lab for Small Cars Economically,
the small car path in India has reached a sustainable level. In the past this suitability was largely
driven by the nature of domestic demand However, the Indian government envisions this path
growing even stronger by timing India into a worldwide R & D and production mb. The Automobile
Mission Plan states in this contest that Esporta opportunities for four wheelers would lie primarily
in the small car segment. as Indian companies have gained expertise in manufacturing vehicles in
this segment and enjoy an advantage over other low-cost countries. India Suzuki capitalize. on this
expertise and target becoming a manufacturing hub for A / B class vehicles. This is already being
leveraged by OEMs like Hyundai with Santro, Suzuki with Maruti 800 Ale and TATA Motors with
indica "(Ministry of Heavy Industries & Public Enterprise, (2006)

Mayank Pareek (2010) has stated in his study " huge untapped potential that this extraordinary
growth that the small car industry has witnessed is the result of a few major factors namely
improvement in living standard of middleclass good things come in small packages and so is with
cars in India Small cars definitely have their special place among Indians where a majority of buyers
are from the middle. Income group One has a plethora of options when it comes to buying a small
car

Menon Balkrishnan & Dr..Jagathy Raj V.P. (May 2012) in the research paper Model development
and validation for studying consumer preference of car owners highlighted on various consumer
purchase behavior patterns of passenger car owners in the state of differentiator in the passenger
car industry, wherein the customer books for personalized care for his after sales service with the
manufacture.

13
 CHAPTER-4

RESEARCH METHODOLOGY

14
RESEARCH METHODOLOGY

A research process consists of stages or steps that guide the project from its conception through
the final analysis, recommendations and ultimate actions. The research process provides a
systematic, planned approach to the research project and ensures that all aspects of the research
project are consistent with each other.
Research studies evolve through a series of steps, each representing the answer to a key question.

INTRODUCTION:
This chapter aims to understand the research methodology establishing a framework of evaluation
and revaluation of primary and secondary research. The techniques and concepts used during
primary research in order to arrive at findings: which are also dealt with and lead to a logical
deduction towards the analysis and results.

RESEARCH DESIGN:
I propose to first conduct a intensive secondary research to understand the full impact and
implication of the industry, to review and critique the industry norms and reports, on which certain
issues shall be selected, which I feel remain unanswered or liable to change, this shall be further
taken up in the next stage of exploratory research This stage shall help me to restrict and select
only the important question and issue, which inhabit growth and segmentation in the industry.

The various tasks that I have undertaken in the research design process are:

i) Defining the information need.

ii) Defining the Descriptive research.

RESEARCH PLAN
Research Design: Discriptive

Research Method Used Survey method

Research Technique Used Qualitative

Data Collection From Maruti Suzuki
(Region/Location) Motors,Bilaspur
Sampling Plan Random Sampling

No. of samples collected 100

15
RESEARCH PROJECT STEPS

16
RESEARCH PROCESS:

The research process has four distinct yet interrelated steps for research analysis:

It has a logical and hierarchical ordering:

➢ Determination of information research problem

➢ Development of appropriate research design

➢ Execution of research design

➢ Communication of results.

Each step is viewed as a separate process that includes a combination of task step and specific
procedure. The steps undertake are logical objective, systematic, reliable, valid, impersonal and ongoing.

DESCRIPTIVE RESEARCH:

Steps in descriptive research:

✓ Statement of the problem

✓ Identification of information needed to solve the problem

✓ Selection or development of instruments for gathering the information

✓ Identification of target population and determination of sampling Plan

✓ Design of procedure for information collection

✓ Collection of information
✓ Analysis of information

17
DETERMINATION THE SAMPLE PLAN AND SAMPLE SIZE TARGET
POPULATION:

It is a description of the characteristics of that group of people from whom a course is intended. It
attempts to describe them as they are rather than, as the describer would like them to be. Also
called the audience the audience to be served by our project includes key demographic information
The specific population intended as beneficiaries of a program.
This will be either all or a subset potential user, such as adolescents, women, rural residents, or the
residents of a particular geographic area.

A population to be reached through some action or intervention, may refer to groups with specific
demographic or geographic characteristics.
The group of people you are trying to reach with a particular strategy or activity. target population
is the population I want to make conclusions about. In an ideal. situation, the sampling frames to
matches the target population. A specific resource set that is the object or target of investigation.

The audience defined in age, background, ability, and preferences, among other things, for which
a given course of instruction is intended. I have selected the sample trough Simple random
Sampling.

SAMPLE SIZE:

This involves figuring out how many samples one need. The numbers of samples you need are
affected by the following factors:

➢ Project goals

➢ How you plan to analyze your data

➢ How variable your data are or are likely to be

➢ How precisely you want to measure change or trend

➢ The number of years over which you want to detect a trend

➢ How many times a year you will sample each point

➢ How much money and manpower you have?

18
SAMPLE SIZE

I have targeted 100 people in the age group above 21 years for the purpose of the research. The
target population influences the sample size. The target population represents the Bilaspur regions.
The people were from different professional backgrounds. The details of our sample are explained
in chapter named primary research where the divisions are explained in demographics section.

SAMPLING TECHNIQUE

Simple random sampling technique has been used to select the sample A simple random sample is
a group of subjects chosen from larger group. Each subject from the population is chosen randomly
and entirely by chance, such that each subject has the same probability of being chosen at any
stage during the sampling process. This process and technique is known as Simple Random
Sampling, and should not be confused with Random Sampling.

DATA COLLECTION

Data collection took place with the help of filling of questionnaires. The questionnaire method has
come to the more widely used and economical means of data collection. The common factor in all
varieties of the questionnaire method is this reliance on verbal responses to questions, written or
oral. I found it essential to make sure the questionnaire was easy to read and understand to all
spectrums of people in the sample. It was also important as researcher to respect the samples time
and energy hence the questionnaire was designed in such a way, that its administration would not
exceed 4-5 minutes. These questionnaires were personally administered.

Making the people fill the questionnaires collected the first hand information. The primary data
collected by directly interacting with the people. The respondents were contacted at shopping
malks, markets, places that were near to showrooms of the consumer durable products etc.
Interacting with 200 respondents who filled the questionnaires and gave me the required necessary
information collected the data. The respondents consisted of house wives, students, business men,
professionals etc. the required information was collected by directly interacting with these
respondents. DATA COLLECTION METHOD

The method I used for exploratory research was

➢ Primary Data

➢ Secondary data

19
PRIMARY DATA

New data gathered to help solve the problem at hand. As compared to secondary data which is
previously gathered data. An example is information gathered by a questionnaire. Qualitative or
quantitative data that are newly collected in the course of research.

It Consists of original information that comes from people and includes information gathered from
surveys, focus groups, independent observations and test results. Data gathered by the researcher
in the act of conducting research. This is contrasted to secondary data which entails the use of data
gathered by someone other than the researcher information that is obtained directly from first-
hand sources by means of surveys, observation or experimentation. Getting questionnaire filled by
the respondents basically collects primary data.

SECONDARY DATA

Information that already exists somewhere, having been collected for another purpose. Sources
include census reports, trade publications, and subscription services. Data that have already been
collected and published for another research project (other than the one at hand). There are two
types of secondary data: internal and external secondary data. Information compiled inside or
outside the organization for some purpose other than the current investigation. Data that have
already been collected for some purpose other than the current study. Researching information,
which has already been published. Market information compiled for purposes other than the
current research effort, it can be internal data, such as existing sales-tracking information, or I can
be research conducted by someone else, such as a market research company or the U.S.
government. Published. already available data that comes from pre-existing sets of information,
like medical records, vital statistics, prior research studies and archival data. Secondary source of
data used consists of books and websites

My proposal is to first conduct intensive secondary research to understand the full impact and
implication of the industry, to review and critique the industry norms and reports, on which certain
issues shall be selected, which I feel remain unanswered or liable to change, this shall be further
taken up in the next stage of exploratory research
All the research projects are hindered in their smooth flow by some unforeseen problems. The
problems arise i the form of constraints by budget, time and scope of the study. The current project
was also faced by certain problem. Some of the problems faced in the course of the research are
as follows:

➢ A strong unwillingness on the part of the owners of various cars, to participate and aid the
research

➢ Sampling error: the research in chides a sample size of 100 customers. which is not enough
to determine the brand perception of the consumers for buying the cars. The study was
limited to the geographical region of BILASPUR.

20
CHAPTER-5 DATA
INTERPRETATION

21
DATA INTERPRETATION

Customer satisfaction for Bilaspur

Table No.1

Level of satisfaction Value Percentage of respondent

Dissatisfaction 55 22%

No comment 55 22%

Highly Satisfied 5 2%

Satisfied 135 54%

CUSTOMER SATISFACTION OF BILASPUR

# * .

SATISFIED DISSATISFIED NO COMMENT HIGHLY SATISFIED

22
Data Interpretation

From the analysis we can conclude that to the existing customer of the dealers, there are satisfied
customer 54%, dissatisfied are 22% from servicing or after sales servicing.22% is the percentage of
those customers who not replied. There is also 2 % customer who was highly satisfied from the
company and also from dealers.

In the showroom there is range of the customers, huge no. of customers are satisfied from the

Feature of Maruti Suzuki Cars

Table no. 2

Feature Value Percentage of Loyality

Price 95 38%

Quality 55 22%

Service 87.5 35%

Other 12.5 5%

service of the company and dealer, there is also no. of customer who are dissatisfied from the
services but rage of satisfied and highly satisfied customer is more.

23
 FEATURES OF MARUTI SUZUKI ARENA
# * .

PRICE QUALITY SERVICE OTHERS

Data Interpretation

The above analysis shows that 38% of customers are buying the Maruti Suzuki product for is
price, 22% buy them due to their quality. 35% think that after sale service is provided by Maruti.
And 5% people buy them due to other reasons like style, look etc.

We can conclude that most of the people think that Maruti Suzuki pricing are economical so they
are loyal to his brand. While other people give emphasis to the after sale service quality and other
features are also a trait for the buyers.

24
What is the performance of the car

Table No. 3

Customer Opinion Value Percentage of Loyalty

Excellent 62.2 38%

Very Good 125 50%

Good 50 20%

Poor 12.5 5%

FEATURES OF MARUTI SUZUKI ARENA

# * .

EXCELLENT VERY GOOD GOOD POOR

25
Data Interpretation

The above analysis shows that there is 25% customers are highly satisfied from the performance of
car, there is 50% response is very good and 20% is response for good also there is 5% response of
poor performance of car.
We can conclude that there is huge no of customer's are satisfied with the performance of the car,
data is concerned with those customers who are the existing customers of Maruti Suzuki and data
is also concerned with new customers.

After Servicing Vehicle Delivered at the promised time

Table No. 4

Customer Opinion Value Percentage of respondent

Yes 200 80%

No 50 20%

Vehicle Delivery at the promised time

20%

80%

yes no

26
Data Interpretation

There is 80% customer’s response is that they get their vehicle at promised time and 20% customers
who responded that they never get their vehicle at promised time.

Data Interpretation Servicing comes in after sales services, dealer provides this services to
customers so there is necessary for dealer to provide the Vehmic at the promised time because it
makes the relationship better with the customers.

27
Data Interpretation

The table is shows the rank for the customer satisfaction level 1 is highest and 5 is the lowest, there
is 33% response for the rank 1,27% for the rank 2,20%for the rank 3,13% for the rank 4,7% for the
rank 5. By the analysis this is found that there is huge customers of Maruti Suzuki those are satisfied
from the company.

About company aftersales service

Table No. 6

Customer openion Value Percentage_of Responded

Excellent 62.5 25%
Very good 125 50%
Good 50 20%
Poor 12.5 5%

RELATIONSHIP BETWEEN CUSTOMER AND

DEALERS
# * .

EXCELLENT VERY GOOD GOOD POOR

28
Data Interpretation

The table shows that there is 25% opinion for the excellent and 50% response for good, 20% for
good and also there is 5% opinion for poor relationship with the dealer.
There should be good relation between customer and dealer because it helps to increase the sales
of company and also helpful for making the customer relationship management.

About Company after sale service

Table No. 7

Customer Opinion Value Percentage of Loyalty

Excellent 62.2 25%

Very Good 125 50%

Good 37.5 15%

Poor 25 10%

29
 After sales service of company

, 20%
Excellent , 25%

Good, 5%

Very good, 50%

Excellent Very good Good

Data Interpretation

The table shows that there is 25% customer responded for the excellent services of company and
50% for the very good.15% for the good and there is 10% responded for the poor services of the
company.
There is important to know the after sales services of the company it shows the customers
satisfaction and also shows the customer relationship management.

30
 CHAPTER-6

FINDINGS OF THE STUDY

31
 FINDINGS OF THE STUDY

➢ There is 54% of satisfied customers of Maruti Suzuki.

➢ Most of people think Maruti Suzuki pricing are economical so they are loyal to his brand.
While other people give emphasis to the after-sale service. Quality and other features are
also a trait for the buyers.

➢ There is large no of customer's are satisfied with the perfo rmance of the car, data is
concerned with those customers who are the existing customers of Maruti Suzuki and
data is also concerned with new customers.

➢ Servicing comes in after sales services Dealer provides these services to customers so
there is necess ary for dealer to provide the vehicle at the promised time because it makes
the relationship better with the customers.

➢ There should be good relation between customer and dealer because it helps to increase
the sales of company and also helpful for making the customer relationship management.

➢ There is important to know the after sales services of the company it shows the customers
satisfaction and also shows the customer relationship management.

32
 CHAPTER-7

RECOMMENDATIONS

33
RECOMMENDATIONS

To conclude, it can be said that, Bilaspur has created its image in a very short period in Bilaspur.
AGR is the best dealer of Maruti Suzuki. It is attracting the customers with its good services. Most
of the customer satisfied by buying the Maruti car from, Bilaspur. This satisfaction can be concluded
by the response of customer in the questionnaires. Day by day Maruti Suzuki is improving his
reputation to other Automobile Company. The comparison chart and survey report in this training
report can recognize this,

There should be more staff having experience of automobile sector. There should be more efficient
planning for satisfying customer needs.

Attractive offers should be given time here should be easy process of car servi cing time, to
increase customer's interests.

34
 CHAPTER-8

LIMITATIONS OF THE STUDY

35
LIMITATIONS OF THE STUDY

It was assumed that the information given by the respondents is authentic and best of their
knowledge.

Some of the view given was completely viewed by customers as they were in a hurry and were not
considered in the data analysis.

➢ The result of the study is applicable to the survey area only.

➢ Time is also one of the important limitations.

➢ Dull process and unwilling respondent also affect the result of the study.

36
 CHAPTER-9

CONCLUSION OF THE STUDY

37
CONCLUSION OF THE STUDY

To conclude, the results show that the companies are playing on the peripheral cues to maintain
their Total Relationship Management and connect to the customers both present and potential.
The companies are operating in a highly aggressive and competitive global market place and this
climate has led to the emphasis on quality in all aspects.

The manufacturers integrate these two terms by building good quality products and building good
relationship with dealers and enhancing service levels. However, when studied from the point of
view of a customer there seems to be no major difference among the car brands in a segment as
far as performance is concerned.

The brand perception is dependent mostly on the peripheral cues depending upon the nature and
quality of the service provided along with the pricing, maintenance, availability of spare parts and
related issues. So, a question arises here that is this the end of road for the branding of cars? Has
the commoditization of cars has started and its time that manufacturers must read the writing on
the wall? It seems so!

It seems as an undercurrent sentiment is commoditization of cars has started and its time that
manufacturers must read the writing on the wall? It seems so!

It seems as an undercurrent sentiment is flowing and the perception of the customers is changing
according to it. So, this might be the reason that despite Verna faring so high on the performance
parameters still lags on the account of converted sales.

The study shows that brand perception is something which starts building up before a car is
purchased and goes on with its use and is reflected in the recommendations the customer makes
to his acquaintances for the same car.

Also, its seen that the customer might not be using the car still he holds the perceptions about it.

The sellers in the mindsets of the customers enforce brand personality of a car and the customers
react to it by forming their perceptions about the car and this reflects in the overall brand image
of the car.

So, brand image and brand personality complement each other and the brand perception aids the
building of brand image.

Dealers, as per the study findings, play a very important role in building up the brand perception of
the cars. Since dealers are the connecting link between the customers.
personality communicated by them to the customers.
Finally, the major point that emerges out of this detailed study is a caution for the car companies.
It says that there is no doubt that Indian car market may be growing with a double-digit figure
still

38
 CHAPTER-10

BIBLIOGRAPHY

39
BIBLIOGRAPHY

➢ Personal Customer Survey in Maruti Suzuki Motors, Bilaspur.

➢ Through Employees of Maruti Suzuki Motors, Bilaspur.

➢ Tour Visit Camps by Maruti Suzuki Motors, Bilaspur.

Sites Visited -

➢ www.siamindia.com

➢ www.autocarindia.com

➢ www.overdrive.com

➢ www.hyundai.co.in

➢ www.ibef.org

Books consulted -

➢ Building Strong Brands- David A Aaker

➢ Research methodology -C R Kothari

40
QUESTIONNAIRE

41
QUESTIONNAIRE
For Customers:
Q1. Are you satisfied from your decision that you choice Maruti Suzuki car
for purchase?
1. Satisfied
2. Dissatisfied
3. No comment
4. High satisfied
Product Satisfaction Level
Q2. Are you satisfied with the Maruti Suzuki features with its price, quality,
services?
1. Highly Dissatisfied
2. Dissatisfied.
3. Neutral
4. Satisfied
Q3. What is you experience with performance of Maruti Suzuki?
1. Excellent
2. Very good
3. Good
4. Poor
Q4. Are you get your car after servicing at the delivered promised time?
1. Yes
2. No
3. May be, May not be

42
Dealer Service Satisfaction Level
Q5. Please rate your Dealer on the understated parameters on the scale of
1 to 5
1. Highly Satisfied
2. Satisfied
3. Neutral
4. Dissatisfied
5. Highly Dissatisfied
Q6. Are you satisfied with the mileage?
1. Highly Satisfied
2. Satisfied
3. Neutral
4.Dissatisfied
5.Highly Dissatisfied
Q7. Are you satisfied with the price?
1. Highly Satisfied
2. Satisfied
3. Neutral
4.Dissatisfied
5.Highly Dissatisfied

43
Q8. Are you satisfied with the resale value?
1. Highly Satisfied
2. Satisfied
3. Neutral
4.Dissatisfied
5.Highly Dissatisfied
Q9. Are you satisfied with the comfort?
1. Highly Satisfied
2. Satisfied
3. Neutral
4.Dissatisfied
5.Highly Dissatisfied
Q10. What is your experience about company after sales service excellent?
Give the rank score?
Very High 1 2 3 4 5 Very Low

44