A Project Report O "Comparative Customer Satisfaction O Maruti, Hyundai, Tata Motors

K.L.E.
Societys College of Business Administration Lingaraj College, CBALC Belgaum
A PROJECT REPORT ON COMPARATIVE CUSTOMER SATISFACTION OF MARUTI, HYUNDAI, TATA MOTORS

UNDERTAKEN IN
PRATHAM MOTORS PVT LTD.
Submitted By: ANIL.V.BELAVADI
PRATHAM MOTORS PVT LTD
REG NO: BBA 06201004 K.L.E Societys College of Business Administration Lingaraj College (CBALC), Belgaum
CERTIFICATE This is to certify that Mr. Anil.V.Belavadi, student of BBA 5th semester has successfully completed his In-Plant training on Comparative customer satisfaction survey of Maruti, Hyundai and Tata car owners for a period of one month.
Under taken at PRATHAM MOTORS PVT LTD, BANGALORE.
Project Guide Prof. Nandini Sawant CBALC
Principal Prof. P. R. Kadakol CBALC
KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE
DECLARATION
I hereby declare that the project entitled CUSTOMER SATISFACTION, Submitted in partial fulfillment of the requirement for the degree of Bachelor of Business Administration (BBA) to Karnataka University, Dharwad, Is my original work and is not submitted to any other degree, diploma, fellowship or other similar title or prizes. The project has been individually carried out as a part of implant training and is meant for academic purpose only
ANIL.V.BELAVADI
ACKNOWLEDGEMENT
The completion and drafting is a solitary task but one which has been made smoother with the help of many. Here I take the opportunity to thank those who have made a vital contribution in shaping this study. I would like to express my profound gratitude to Mr. Ramakrishnaiah (Sr HR-executive) for giving me an opportunity to take my inplant at Pratham Motors Private Limited, Bangalore Any accomplishment requires the effort of many people. I am indebted to all the Employees of Pratham Motors Pvt Ltd who extended their help and cooperation in collecting data for my project. Regardless of the source I wish to express my gratitude to those who have contributed to my project, even though anonymously I extend my thanks to the Principal, Prof P R Kadakol, and our internal guide Prof.Nandini Sawant, College of Business Administration, Lingaraj College, for giving me proper guidance and an opportunity to work for Pratham Motors Private Limited, Bangalore . I would also like to thank my parents, my other family members and friends for their infinite love, valuable guidance, support and help during my project. This project wouldnt have seen the light of the day, if it wasnt the cooperation of all these people. ANIL.V.BELAVADI
Executive Summary
Increasing urbanisation, expanding cities and favorable demographics in India support growth of the Indian automobile industry. According to a survey there is a increase in share of the prime working age group of 20-59 years (now constituting 43%) of the total population. These are the prospective customers. Now days cars are becoming cheaper due to huge competition in the market coming along with the best technology and very good features Maruti with its 62% market share is the leader in the small car segment and commands over 50% share in the domestic auto industry. Maruti is a well placed to ride the dual benefit of expanding its domestic as well as its global small car market. We believe that it will continue its dominance in the Indian car market given its strong portfolio and wide distribution as well service network reach To understand the level of customer satisfaction of their cars as well as their service provider I have considered Pratham motors for Studying. Pratham Motors Pvt Ltd is one of the leading dealers of Maruti Suzuki cars, in Bangalore. In the year 2001 it was appointed as dealers of all products under the Maruti Udyog range pertaining to Sales, Service & Spares in Bangalore. Totally it has three showrooms and workshops in Bangalore. With a sample size of100 I have done my research using questionnaires by personal interview and telephone interview within a period of 1 month. The project report includes the details of the company, the company profile of Pratham motors, the methods used for survey, the analysis part of the study. After the comparative study of the customer satisfaction level of their cars and their service provider I have analyzed the report and these are my findings. The owners of the Maruti Suzuki cars are
PRATHAM MOTORS PVT LTD more satisfied then the Hyundai car owners and Tata car owners. The service provided by the Maruti is the best and majority of the customers are satisfied with the dealers.
Table of contents
SL.NO 1 2 3 4 CONTENTS EXECUTIVE SUMMARY ABOUT PRATHAM MOTORS PVT LTD ABOUT MARUTI UDYOG LTD BRIEF DESCRIPTION ABOUT COMPETITORS 5 6 7 8 9 10 11 12 13 ABOUT HMIL ABOUT TATA MOTORS LTD PAGE NO: 4 6-14 15-19 20-23 20-21 22-23 24-26 27-29 30-33 34 35-64 65-66 67-68 69 70-81 70-73
WHY MARUTI SUZUKI? INTRODUCTION METHODOLOGY LIMITATIONS ANALYSISI WITH GRAPHS FINDINGS CONCLUSION BIBLIOGRAPHY APPENDIXES Questionnaire
PRATHAM MOTORS PRIVATE LIMITED

Pratham Motors Pvt Ltd is one of the leading dealers of Maruti Suzuki cars, in Bangalore. A state of the art showroom, experienced staff, enviable sales record is a few of the reasons why it makes the best. In the year 2001 it was appointed as dealers of all products under the Maruti Udyog range pertaining to Sales, Service & Spares in Bangalore.
The CEO of Pratham Motors, Mr. Samar Bhasin comes from an established lineage of successful businessmen. The Late Shri Om Prakash Bhasin established their family in Kuwait in the 1950s. Meanwhile, Mr. Shivy Bhasin, the father of Mr. Samar, has been actively involved in the Hotel business in India. The former's company owns among others the prestigious hotels the Park Sheraton in Chennai and the Amar Vilas Hotel in Agra. Mr. Samar Bhasin started operations as a Maruti Udyog dealer in April, 2002. Today Pratham Motors has grown to be one of the leading dealers in the city with a 85,000 sq.ft state-of-the-art showroom on Sarjarpur Road. HISTORY: Pratham Motors Pvt Ltd commenced its operation in the year 2001 in Sarjapur, Bangalore and then added other two more showrooms and services centre in Ragajinagar and Vasant nagar and they have even showrooms in Delhi. It carries all its activities like sales, servicing, genuine parts, accessories in all the above three showrooms and their head office is the Sarjapur showroom. They have stockyards
PRATHAM MOTORS PVT LTD attached to their showrooms for their delivery of vehicles . It has paved surface stocking area of about 100 to 200 Maruti vehicles. And the Sarjapur showroom can stock up to 500 vehicles
COMPANY PROFILE
Name of the company: PRATHAM MOTORS Pvt.Ltd.
Name of the CEO: Samar VikramBhasin
Year of Incorporation: -November 2001
No of Branch Office: 3 (Sarjapur, Ragajinagar Vasant nagar )
Head office: #16,Belandur, Sarjapur, Marathalli Outer Ring Road, Bangalore-37
Total Employees: 486
Management Commitment: The management of Pratham is committed to its best customer care. The management provides the basic infrastructure, well experienced staff to handle the customers and continually upgrade the work environment and help customers to feel happy. DEPARTMENTS: It has various departments to serve their customers at the best. These are the various departments which can be seen like accounts, HR, sales, insurance, finance, accessories administration, customer care, BRC(body repairs committee), washing, telecallers, RF(refurbishment and tenting). Competence, awareness and training: Recruitment is done as per MSIL norms of education and experience. The company has enforced highly conducive working environment for its employees. MSIL does not support favoritism in recruitment, promotion, providing compensation, or termination based on caste, religion, gender or age. The company offers equal opportunity for growth to all employees. There exists well-defined system to identify and provide training to all the personnel procedure. The management ensures that the policy is understood, implemented and maintained at all the levels of the organization Induction training and on job training shall be provided true value,
PRATHAM MOTORS PVT LTD All concerned shall be trained on the latest
sales/serene/spares/bulletins/circulars from MSIL. As per MSIL scheduled training programme Executives/Mechanics/Manager will be deputed for training. Training records are maintained. The various models of vehicles of Maruti Suzuki India Limited. Sold and serviced at Pratham motors are Maruti-Suzuki 800 Omni Alto A-star Zen Zen Estilo Wagon-R Esteem Baleno Versa Maruti Gypsy Swift Swift Desire SX-4 Grand Vitara Even other company vehicles are serviced (not sold).
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FOCUS ON CUSTOMERS: Customer Focus at Sales: The field executives visit the customer and explain the features of the vehicle to prospective customers. Demonstration and test drives shall be given whenever required and wherever required. The prospective customers are frequently contacted and are asked about their wish to buy the vehicle and they are even informed when there are offers. The Performa invoice/price list terms and conditions will be supplied. The order booking forms duly collected and the copy id handed over to customer along with the receipt or payment made. Any amendment required by the customer, it should be recorded on the order booking forms. The delivery is insured as per the checklist duly explaining all the features mentioned in the checklist. No delay in delivering of the vehicle.
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Customer Focus at Service: The customer can book the vehicle for the servicing/repairs either through telephone, e-mail or personally in the service station. The detail shall be entered in booking register by the telephone operator. There is a different service station for free servicing and paid servicing. The list of the vehicles shall be given to front office every morning to accept the vehicles for servicing for that date. The customer can bring their vehicle for servicing without booking. However such vehicle shall be accepted only after ensuring that there is enough capacity for the booked vehicles. The customers who book their vehicles for servicing are first preferred. On the bases of kilometers run by the vehicle and customer requirement, the customer shall be explained about the type of the servicing/repairs and spare parts required and to ensure that the service station has the required capacity to accept the vehicle. Before accepting the vehicle, a mutually acceptable delivery time and date is fixed with the customer. The customers consent shall be taken on the estimated cost of the repair/service of the vehicle. All the details of the work required along with the date and time of the delivery and the established cost shall be recorded in the job order card before the commencement of the work.
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PRATHAM MOTORS PVT LTD Incase of any change in the terms any change in the service, the cost or the delivery time then the client shall be informed verbally over the phone and any change shall be recorded in the Job Order Card. After the service is done the customer is called after 10 to 15 days through phone and is asked about their satisfaction about the servicing.
The various types of servicing done at Pratham Motors. Services-Free service and paid service. Running repair. Quick service repair. Break down service. 24-hr helpline. The external manuals acquired from Maruti Suzuki India Limited. To sell and service the vehicles. Sales policy bulletin Marketing circulars Service manuals Service circulars Service bulletin Warranty bulletin Spare parts catalogue Spares parts price list Spare parts procedure manuals Spare parts bulletin Spare parts circulars Maruti service quality standards Customer care manual KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE 13
PRATHAM MOTORS PVT LTD Service marketing manual.
Identification and traceability: Identification: 1. New vehicle, which has completed pre-delivery inspection, shall be identified as PDI-Ok on the windshield, MSIL Invoice and job order card, PDI and stockyard register. 2. 3. 4. 5. 6. Identification of vehicles at the service workshop shall be through vehicle model, registration number and unique job order Nos. Inspection and test status of service/repair of vehicles shall be identified through the job order card. Completed job order card and stamp of the final inspector shall identify Final OK vehicles. Identification of spare parts shall be in the form of part Nos., as per MarutiSuzuki guidelines. Identification of new vehicles is by its colour, model, chassis and engine Nos., MSIL Invoice, stockyard register.
Traceability:
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PRATHAM MOTORS PVT LTD 1. Traceability shall be established though vehicle registration No. Job order number and the date of job order. 2. Traceability of new vehicle at stockyard is established through chassis and engine No, key no. and parking slot no.
Customer Satisfaction: 1. Feedback received from the customer on their perception and service experience customer satisfaction measure (percentage) is generated using software supplied by Maruti Suzuki India Limited. 2. Results of customer satisfaction measure are discussed in the management review meetings and counter measure for the continual improvement is initiated.
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ABOUT MARUTI UDYOG

ORGANIZATEION OVERVIEW: Background Maruti Suzuki India Limited (MSIL) was established in Feb 1981 through an Act of Parliament, as a Government company with Suzuki Motor Corporation of Japan holding 26 per cent stake. It was entrusted the task of achieving the following:

Modernization of the Indian Automobile Industry. Production of vehicles in large volumes Production of fuel efficient vehicles.
Suzuki was an obvious choice because of its unparallel expertise in small cars. The Joint Venture agreement was signed between Government of India and Suzuki Motor Company (now Suzuki Motor Corporation of Japan) in Oct 1982. The company went into production in a record time of 13 months and the first car was rolled out from Maruti Suzuki India Limited Gurgaon in December, 1983. It was the first
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PRATHAM MOTORS PVT LTD 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. On 17 September 2007, Maruti Udyog was renamed to Maruti Suzuki India Limited. The company's headquarters remain in Gurgaon, near Delhi. As of May 10, 2007, Govt. of India sold its complete share to Indian financial institutions. With this, Govt. of India no longer has stake in Maruti Udyog.
ORGANIZATION VISION: The leader in the Indian Automobile Industry creating customer delight and shareholders wealth; A pride of India.
OUR CORE VALUES: 1. Customer obsession. 2. Fast, flexible and first mover. 3. Innovation and creativity. 4. Networking and partnership. 5. Openness and learning.
Car Market Scenario When Maruti began operations in 1983, there were only two other car companies in India and the total size of the Indian passenger car market was a nearly 40,000 units per year. From the start, Maruti caught the imagination of Indian car customers and launched four
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PRATHAM MOTORS PVT LTD new models, including a hatchback, a mini multipurpose van, an entry sedan and a SUV, over the next decade. Each of these models was an instant draw with the Indian consumers. Suzuki Motor Corporation increased its stake on two occasions (26>> 40 >> 50 >>) controlling stake and brought it to 50 per cent in the mid 1990s (and to 54% with privatization in 2002).
Market share Till date, over 6 million (60,00,000) Maruti cars have rolled out from its manufacturing facilities. The company annually exports more than 50,000 cars and has an extremely large domestic market in India selling over 7,30,000 cars annually. Despite there being 11 companies now in the passenger car market in India, Maruti holds about 60% of the total market share.During 2007-08, Maruti Suzuki sold 7,64,842 cars, of which 53,024 were exported.
THE FOLLOWING CHART SHOWS THE MARKET SHARE OF THE CARS
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NO OF CARS PER 1000 600 500 400 300 200 100 0

I R U T N D A D A A G M T U N T H O A H E A R S I
NO OF CARS PER 1000
Maruti leads with a market share of 52% and making it a leader in the Indian car industry.
WIDE RANGE OF CARS FROM MARUTI -SUZUKI:
H Y
O T
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PRATHAM MOTORS PVT LTD 1. MARUTI 800 2. ALTO 3. A-STAR 4. OMNI 5. WAGON R 6. ZEN ESTILO 7. ESTEEM 8. BALENO 9. GYPSY 10. VERSA 11. SWIFT 12. SWIFT-DZIRE 13. SX-4 14. GRAND VITARA
The first 13 models are completely manufactured in India in the Gurgaon and Manesar plants where as the Grand Vitara is imported from Japan a completely built unit. Upcoming models in 2009 1. Suzuki Splash 2. Suzuki kizashi
Future Maruti Suzuki plans

From Autocar magazine 1. Maruti Omni Face-Lift in 2009.
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PRATHAM MOTORS PVT LTD 2. New Mini-SUV in 2010. Likely to be a four-door Jimny. 3. New Luxury Sedan in 2010. The production version of the Kizashi3. 4. New Swift in 2011. 5. New Alto.
BRIEF DESCRIPTION ABOUT COMPETITORS

About HMIL (Hyundai Motor India Limited)
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PRATHAM MOTORS PVT LTD Hyundai Motor India Limited (HMIL) is a wholly owned subsidiary of Hyundai Motor Company, South Korea and is the second largest and the fastest growing car manufacturer in India. HMIL presently markets 34 variants of passenger cars in six segments. The Santro in the B segment, Getz Prime, i10 in the B+ segment, the Accent and Verna in the C segment, the Elantra in the D segment, the Sonata Embera in the E segment and the Tucson in the SUV segment. Hyundai has become the undisputed number two in the Indian auto market, and the only one-even rival admit- with the capability of giving leader Maruti a run of its money in the total volume stakes Hyundai in India currently sells just about a quarter of the numbers that Maruti does. Hyundai Motor India, continuing its tradition of being the fastest growing passenger car manufacturer, registered total sales of 299,513 vehicles in calendar year (CY) 2006, an increase of 18.5 percent over CY 2005. In the domestic market it clocked a growth of 19.1 percent a compared to 2005, with 186,174 units, while overseas sales grew by 17.4 percent, with exports of 113,339 units. HMILs fully integrated state-of-the-art manufacturing plant near Chennai boasts some of the most advanced production, quality and testing capabilities in the country. In continuation of its investment in providing the Indian customer global technology, HMIL is setting up its second plant, which will produce an additional 300,000 units per annum, raising HMILs total production capacity to 600,000 units per annum by end of 2007. HMIL is investing to expand capacity in line with its positioning as HMCs global export hub for compact cars. Apart from expansion of production capacity, HMIL plans to expand its dealer network, which will be increased from 183 to 250 this year. And with the companys greater focus on the quality of its after-sales service, The year 2006 has been a significant year for Hyundai Motor India. It achieved a significant milestone by rolling out the fastest 300,000th export car. Hyundai exports to over 65 countries globally; even as it plans to continue its thrust in existing export markets, it is gearing up to step up its foray into new markets. The year just ended also saw
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PRATHAM MOTORS PVT LTD Hyundai Motor India attain other milestones such as the launch of the Verna and yet another path-breaking record in its young journey by rolling out the fastest 10,00,000th car. The Hyundai Verna has bagged some of the most prestigious awards starting with the title of "Car of the Year 2007" by India's leading automotive publication Overdrive, the Best Mid-size Car of the Year award by the NDTV Profit C&B Awards 2007, the Best Value for Money Car by the CNBC Autocar Auto awards and Performance Car of the Year 2007 from Business Standard Motoring. Last Year Sonata Embera won the Executive Car of The Year 2006 award from Business Standard Motoring Magazine and NDTV Profit Car & Bike declared the Tucson as the SUV of The Year 2006. HMIL has also been awarded the benchmark ISO 14001 certification for its sustainable environment management practices.
About TATA MOTORS:

Tata Motors Limited is India's largest automobile company, with revenues of Rs. 32,426 crores (USD 7.2 billion) in 2006-07. It is the leader by far in commercial vehicles in each KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE 23
PRATHAM MOTORS PVT LTD segment, and the second largest in the passenger vehicles market with winning products in the compact, midsize car and utility vehicle segments. The company is the world's fifth largest medium and heavy commercial vehicle manufacturer, and the world's second largest medium and heavy bus manufacturer.
The foundation of the companys growth is a deep understanding of economic stimuli and customer needs, and the ability to translate them into customer-desired offerings through leading edge R&D. The R&D establishment includes a team of 1400 scientists and engineers. The company's Engineering Research Centre was established in 1966, and has facilities in Pune, Jamshedpur and Lucknow.
It was Tata Motors, which developed the first indigenously developed Light Commercial Vehicle, India's first Sports Utility Vehicle and, in 1998, the Tata Indica, India's first fully indigenous passenger car. Within two years of launch, Tata Indica became India's largest selling car in its segment.
True to the tradition of the Tata Group, Tata Motors is committed in letter and spirit to Corporate Social Responsibility. It is a signatory to the United Nations Global Compact, and is engaged in community and social initiatives on labour and environment standards in compliance with the principles of the Global Compact. In accordance with this, it plays an active role in community development, serving rural communities adjacent to its manufacturing locations. Recently it has tied up with FIAT and would carry out the sales and service in their showrooms itself. Even it is one of the competitors for Maruti. And the launching of its new vehicle TATA NANO would rather hit badly for the Marutis low priced cars. With the foundation of its rich heritage, Tata Motors today is etching a refulgent future.
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PRATHAM MOTORS PVT LTD Some of the other competitors are as Chevrolet Ford M&M Reva
WHY MARUTI SUZUKI ?

The Quality Advantage Maruti Suzuki owners experience fewer problems with their vehicles than any other car manufacturer in India (J.D. Power IQS Study 2004). The Alto was chosen No.1 in the
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PRATHAM MOTORS PVT LTD premium compact car segment and the Esteem in the entry level mid - size car segment across 9 parameters. The J.D. Power APEAL Study 2004 proclaimed the Wagon R no. 1 in the premium compact car segment and the Esteem No.1 in the entry level mid - size car segment. This study measures owner in terms of design, content, layout and performance of vehicles across 8 parameters.
A Buying Experience like No Other Maruti Suzuki has a sales network of 600 state-of -the-art showrooms across 393 cities, with a workforce of over 7500 trained sales personnel to guide our customers in finding the right car. Our high sales and customer care standards led us to achieve the No.1 nameplate in the J.D. Power SSI Study 2004.
25 years of trust Maruti has always spelt trust - be it with the products themselves or with the service standards. We have built trust by aligning ourselves with the needs of customers. See how we have done that over the 25 years.
Quality Service across 1200 Cities Maruti has 2628 listed Authorized service stations and 30 Express Service Stations on 30 highways across India.
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PRATHAM MOTORS PVT LTD In the J.D. Power CSI Study 2004, Maruti Suzuki scored the highest across all 7 parameters: least problems experienced with vehicle serviced, highest service quality, best in-service experience, best service delivery, best service advisor experience, most user-friendly service and best service initiation experience. 92% of Maruti Suzuki owners feel that work gets done right the first time during service. The J.D. Power CSI study 2004 also reveals that 97% of Maruti Suzuki owners would probably recommend the same make of vehicle, while 90% owners would probably repurchase the same make of vehicle.
One Stop Shop At Maruti Suzuki, you will find all your car related needs met less than one roof. Whether it is easy finance, insurance, fleet management services, true value, accessories- Maruti Suzuki is set to provide a single-window solution for all your car related needs.
The Low Cost Maintenance Advantage The acquisition cost is unfortunately not the only cost you face when buying a car. Although a car may be affordable to buy, it may not necessarily be affordable to maintain, as some of its regularly used spare parts may be priced quite steeply. Not so in the case of a Marui Suzuki. It is in the economy segment that the affordability of spares is most competitive, and it is here where Maruti Suzuki shines. Lowest Cost of Ownership The highest satisfaction ratings with regard to cost of ownership among all models are all Maruti Suzuki vehicles: Zen, Wagon R, Esteem, Maruti 800, Alto and Omni.
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PRATHAM MOTORS PVT LTD We are proud to have the lowest cost of operation/km (among petrol vehicles) the top 5 models are all Maruti Suzuki models: Maruti 800, Alto, Zen, Omni and Wagon R. MEGA CAMPS; The company aggressively conducts 'Mega Camps' throughout the country round the year. Activities undertaken during a mega camp include complimentary car wash, AC & Pollution check up, oil and fuel top ups, wheel alignments etc. Apart from mega camps workshop camps like A/C checkup camps, PUC and general check-up camps, Locality camps , Pre monsoon camps etc are also regularly conducted as part of customer connect initiatives. Car Safety device: Immobilizer The company used technology to meet customer needs and even delight them. Following feedback that the company's cars were more prone to theft owing to their resale value, the company worked on an anti-theft immobilizer or "I-Cats;" system for all its new cars. Driving school Lack of professionalism in driving and untrained drivers are primarily responsible for the majority of road accidents. As part of its corporate social responsibility Maruti Udyog launched the Maruti Driving School in Delhi. Later the services were extended to other cities of India as well. These schools are modelled on international standards. Above 41,500 people have been trained through Maruti Driving School. The driving school was the best option for women and half of the trained people were women (about 21,000).
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INTRODUCTION
BACKGROUND
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PRATHAM MOTORS PVT LTD Pratham Motors Pvt Ltd is an authorized Maruti-Suzuki dealer in Bangalore. It commenced its operation on Feb 2001 at Bangalore. It is one of the biggest showrooms seen in Bangalore city. Today it has got three showrooms and workshops in Bangalore. In a meeting with the sales manager, a research project was discussed were the manager wanted to know the satisfaction level of their customers and the satisfaction level of customers of their competitors (Hyundai and Tata Motors) at Bangalore and the perception that they have before purchasing a vehicle at Pratham Motors Pvt Ltd, Bangalore.
MANAGEMENT PROBLEM To know where Maruti-Suzuki does stands in terms of customer satisfaction & service satisfaction in Bangalore when compared to their competitors (Hyundai, Tata Motors and others).
RESEARCH PROBLEM
To find customer satisfaction level of Maruti-Suzuki, compared with Hyundai and Tata motors customers. And also to know the awareness about their showroom in Bangalore.
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RESEARCH OBJECTIVES
To determine whose customers are more satisfied (Maruti-Suzuki or Hyundai or Tata motors). To determine the unsatisfied customers of Maruti-Suzuki Pratham Motors and the reasons for their dissatisfaction. To know the parameters on which a customer decides to buy a car. To understand the facilities/services expected by the customers from dealers. To know the market share of vehicles. To determine the customer satisfaction level of the services provided by the dealers
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METHODOLOGY
TYPE OF RESEARCH:
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PRATHAM MOTORS PVT LTD Descriptive research was done in order to tackle the problem. Each and every aspect was studied in detail. The data was directly collected from the respective car owners i.e. Maruti- Suzukis (Pratham Motors) Hyundais and Tata Motors customers in Bangalore city.
DATA COLLECTION METHOD: The data was collected from the customers by: Telephone interview In the telephone interview the questionnaire was administered to the customers. Telephone was used as one of the means to illicit information because the respondents can be targeted easily on phone But in Telephone interview the respondents may not express themselves freely as compared to Personal interview because there remains no interviewers effects as compared to personal interview, but it also consumes less time and is easy to conduct. Another reason why Telephone Interview was chosen was, at times the respondents do not entertain the interviewer personally. Not all the customers were interviewed but only a few customers were.
Personal Interview-Home interview & on field interview This is another technique, which was used to illicit information from the respondents.
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In this technique also feedback was taken by administering a questionnaire. Personal interview was chosen, as one of the device because by this the exact nature of problem can be determined and other thing that can be noticed is the body language of the customer. Here the customers were asked to express them freely. MEASUREMENT TECNIQUE: The measurement technique used was: Questionnaire The questionnaire was used as a formalized instrument to accumulate information from the respondents. The questionnaire had 9 well-structured questions. It was a direct interview, where in the respondents knew the objectives of research and name of the company for whom the research was conducted. Measuring Tools Data are useful only after analysis. Data analysis involves converting a series of recorded information into descriptive statements and information about relationship. Hence concerned to this project method of analyzing the data will be graphical method.
SAMPLE
Population: People who have purchased car from 2000 onwards.
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Sample size: A sample of 100 was selected. Enough freedom was given to choose the sample as per convenience.
Sample unit: Individual car owners.
Sampling method: Non- Probability sampling method Here no body had an equal chance of being getting selected. And precise it was convenience sampling. The respondents were contacted as per convenience. For personal interview samples were chosen that were easily accessible and in Telephone interview customers who were willing to give prompt feedback.
Sample plan: The customers whose name & telephone numbers were there, were contacted. The sample plan was that, if a particular customer is not being contacted (change in contact number, lack of response, etc) then other customers were contacted.
TIME ANALYSIS Overall one month was spent on research.
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LIMITATIONS The sample was quite small. The research has given the general nature of the problem. Inarticulate respondents can be one of the limitations. The respondent may have over exaggerated their problem and opinions. Interviewers effect could also have been there; as a result the respondents would have given wrong reply. The time was not sufficient, as only one person had to conduct the survey.
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ANALYSIS WITH GRAPHS
1) Which company car do you own and mention the model? KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE 37
Maruti Size 58
Hyundai 21
Tata 12
Others 9
size
others 9% tata 12% maruti 58%
hyundai 21%
Interpretation 58% of the sample use Maruti Suzuki vehicles
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21% of the sample use Hyundai vehicles 12% of the sample use Tata vehicles 09% of the sample uses other vehicles
From the survey we came to know that out of 58 customers using Maruti Suzuki vehicles have a majority of small size cars rather than the medium or premium/high end vehicles
Majority of the Hyundai and Tata owners have small as well as medium size cars and a small percentage of people own high end vehicles.
From the other vehicles most of them own premium/high end vehicles.
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2) Why do you opt for a four wheeler vehicle?
Need Respondents 29
Comfort 41
Status 30
30, 30%
29, 29%
Need Comfort Status
41, 41%
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Interpretations: 29% of the respondents have opted four wheeler for Need. 41% of the respondents have opted four wheeler for Comfort. 30% of the respondents have opted four wheeler for Status. Majority of the respondents opt four wheeler for comfort and then for status The respondents who have opted four wheeler for need have purchased low end version cars.
The respondents who have opted four wheeler for comfort have purchased Mid end version cars and even some have high end version cars.
The respondents who have opted four wheeler for status have purchased High end version cars.
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3) How would you rate your vehicles performance?
Maruti Suzuki Completely Satisfied Satisfied Some what Satisfied Respondents 39 7 (OK) 6 3 3 Dissatisfied Completely Dissatisfied
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3, 5% 3, 5% 6, 10%
Completely satisfied Satisfied Some what satisfied Dissatisfied
7, 12% 39, 68%
Completely dissatisfied
Interpretations: 39% of Maruti customers are completely satisfied with the vehicle performance. 7% of Maruti customers are satisfied with the vehicle performance. 6% of Maruti customers are Some what satisfied with the vehicle performance. 3% of Maruti customers are dissatisfied with the vehicle performance.
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PRATHAM MOTORS PVT LTD 3% of Maruti customers are completely dissatisfied with the vehicle performance. Hyundai Completely Satisfied Satisfied Some what Satisfied Respondents 9 3 (OK) 6 3
Completely satisfied
Dissatisfied
Completely Dissatisfied
3, 12% 1, 4% 3, 12% 9, 36%
Satisfied Some what satisfied Dissatisfied Completely dissatisfied
6, 24%
Slice 6
3, 12%
Interpretations: 9% of Hyundai customers are completely satisfied with the vehicle performance. 3% of Hyundai customers are satisfied with the vehicle performance 6% of Hyundai customers are some what performance 3% of Hyundai customers are dissatisfied with the vehicle performance satisfied with the vehicle
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PRATHAM MOTORS PVT LTD 1% of Hyundai customers are completely dissatisfied with the vehicle performance
Tata Completely Satisfied Satisfied Some what Satisfied Respondents 3 5 (OK) 1 0 3 Dissatisfied Completely Dissatisfied
3, 25%
3, 25%
Completely satisfied Satisfied
0, 0% 1, 8%
Some what satisfied Dissatisfied Completely Dissatisfied
5, 42%
Interpretations: 3% of Tata customers are completely satisfied with the vehicle performance 5% of Tata customers are satisfied with the vehicle performance
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PRATHAM MOTORS PVT LTD 1% of Tata customers are some what satisfied with the vehicle performance 3% of Tata customers are completely dissatisfied with the vehicle performance.
Other Completely Satisfied Satisfied Some what Satisfied Respondents 6 2 (OK) 0 1 0 Dissatisfied Completely Dissatisfied
From the other vehicle category 6% are completely satisfied 2% are satisfied with the vehicle 1%are dissatisfied
From this question we can come to know that majority of the satisfied customer belong to Maruti Suzuki ltd. KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE 46
4) Please rank the following features in the order of their priority while making a buying decision for a four wheeler? (1-for most preferred, 7-for least preferred).
1 Aesthetic Price Fuel efficiency Maintenance Safety features Space 7 10 73 14 9 2
2 67 60 10 21 10 10 8
3 3 14 12 9 54 13 13
4 7 7 3 47 9 9 5
5 5 5 0 8 10 45 7
6 5 2 2 1 2 10 41
7 6 2 0 0 6 11 14
Company service 12 convenience
47
48
80 70 60 50 40 30 20 10 0 1 2 3 4 5 6 7
Company service convience Safety features Space Fuel effeciency Maintenance Aesthetic Price
49
Interpretations: The ranking by priority of the features while a customer makes a buying decision are:- (as per majority) 1. Fuel efficiency 2. Aesthetic/Look 3. Price 4. Safety features 5. Maintenance 6. Space 7. Company service convenience
Top three Priority of buyer to purchase a mid size car are , fuel efficiency, price and looks
Top three Priority of buyer of a mid version cars are price, fuel efficiency and looks.
Top three Priority of buyer of a High end version car are Looks and Safety .
50
5)Which of the facilities/services do you expect from the dealer? Yes 97 94 73 55 93 No 3 6 27 45 7
Quick service Informative salesperson Accessories availability Home delivery Discount on spares
100 90 80 70 60 50 40 30 20 10 0
Quick service Informative salesperson Acessories availabity Home delivery Discount on spares Yes NO
51
Interpretations: Quick service 97% i.e. 97out of 100 respondents expect quick service from the dealer. 3% i.e. 3 out of 100 respondents dont expect quick service from the dealer.
Informative salesperson 94% i.e. 94 out of 100 respondents expect informative salesperson from the dealer. 6% i.e. 6 out of 100 respondents dont expect informative salesperson from the dealer. Accessories availability 73% i.e. 73out of 100 respondents expect accessories availability from the dealer. 27% i.e. 27out of 100 respondents dont expect accessories availability service from the dealer. Home delivery 55% i.e. 55out of 100 respondents expect home delivery service from the dealer. 45% i.e. 45 out of 100 respondents dont expect home delivery service from the dealer. Discount on spares 93% i.e. 93out of 100 respondents expect discount on spares from the dealer. 7% i.e. 7 out of 100 respondents dont expect discount on spares from the dealer.
52
7) How would you recommend the same vehicle to a friend or relative? Maruti-Suzuki Excellent 38 Good 12 Fair 5 Poor 3
Respondents
40 35 30 25 20 15 10 5 0 Excellent
Respondents
Fair
Interpretations 38% Maruti customers have excellent chances of recommending the same vehicle to a friend or relative. 12% Maruti customers have good chances of recommending the same vehicle to a friend or relative. 5%. Maruti customers have fair chances of recommending the same vehicle to a friend or relative. 3% Maruti customers have poor chances of recommending the same vehicle to a friend or relative.
53
Hyundai Excellent Respondents

8 7 6 5 4 3 2 1 0 Excellent Good Fair Poor Respondents
Good 8
Fair 4
Poor 1
Interpretations: 8% of Hyundai customers have excellent chances of recommending the same vehicle to a friend or relative. 8% of Hyundai customers have good chances of recommending the same vehicle to a friend or relative. 4% of Hyundai customers have fair chances of recommending the same vehicle to a friend or relative. 1% of Hyundai customers have poor chances of recommending the same vehicle to a friend or relative.
54
Tata Excellent Respondents

4 3.5 3 2.5 2 1.5 1 0.5 0 Excellent Good Fair Poor Respondents
Good 3
Fair 2
Poor 2
Interpretations: 4% of Tata customers have excellent chances of recommending the same vehicle to a friend or relative. 3% of Tata customers have good chances of recommending the same vehicle to a friend or relative. 2% of Tata customers have fair chances of recommending the same vehicle to a friend or relative. 2% of Tata customers have poor chances of recommending the same vehicle to a friend or relative.
7) Would you purchase the car from the same company? KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE 55
PRATHAM MOTORS PVT LTD Yes 49 13 7 No 9 8 5
Maruti-Suzuki Hyundai Tata
50 40 30 20 10 0 Maruti-Suzuki Hyundai Tata
Yes
No
Interpretations:
56
PRATHAM MOTORS PVT LTD 84% i.e. 49 out of 58 existing Maruti customers would like to buy their next car from the same company 16% i.e. 9 out of 58 existing Maruti customers would not like to buy their next car from the same company
62% i.e.13 out of 21 existing Hyundai customers would like to buy their next car from the same company 38% i.e. 8 out of 21 existing Hyundai customers would not like to buy their next car from the same company
58% i.e. 7 out of 12 existing Tata customers would like to buy their next car from the same company 42% i.e. 5 out of 12 existing Tata customers would not like to buy their next car from the same company
8) From which company you would purchase your next car?
57
PRATHAM MOTORS PVT LTD MarutiRespondents Suzuki 61 Hyundai 16 Tata 10 Any other 13
13, 13% 10, 10%
16, 16%
61, 61%
Maruti-Suzuki Hyundai Tata Anyother
Interpretations: 61% of the respondents would like to buy their next car from MarutiSuzuki company 16% of the respondents would like to buy their next car from Hyundai company 10% of the respondents would like to buy their next car from Tata company 13% of the respondents would like to buy their next car from any other company
9 How would you rate the attributes of your four wheeler?
58
PRATHAM MOTORS PVT LTD Price Fair 35 11 6 Average 17 7 4 Not fair 6 3 2
35 30 25 20 15 10 5 0 Fair Average Not fair Maruti-Suzuki Hyundai Tata
Interpretations: KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE 59
PRATHAM MOTORS PVT LTD Maruti 35 out of 58 (60%) respondents rated the price of their Maruti car is fair. 17 out of 58 (29 %) respondents rated the price of their Maruti car is average 6 out of 58 ( 11%) respondents rated the price of their Maruti car is not fair Hyundai Tata 6 out of 12 (50%) respondents rated the price of their Tata car is fair. 4 out of 12 ( 33%) respondents rated the price of their Tata car is average 2 out of 12 (17%) respondents rated the price of their Tata car is not fair 11 out of 21 (52%) respondent rated the price of his Hyundai car is fair. 7 out of 21 (34%) respondents rated the price of their Hyundai car is average 3 out of 21 (14%) respondents rated the price of their Hyundai car is not fair
Many respondents have rated the price of their Maruti car as a fair price car. Many respondents have rated the price of both Hyundai and Tata as average.
60
Maintenance Good 38 12 4 Average 16 6 2 Bad 4 3 6
40 35 30 25 20 15 10 5 0 Good Average Bad M aruti-Suzuki Hyundai Tata
Interpretations:
61
PRATHAM MOTORS PVT LTD Maruti 38 out of 58 (66%) respondents rated the maintenance of their Maruti car is good. 16 out of 58 (27 %) respondents rated the maintenance of their Maruti car is average 4 out of 58 (7 %) respondents rated the maintenance of their Maruti car is bad
Hyundai Tata 4 out of 12 (33%) respondents rated the maintenance of their Tata car is good. 2 out of 12 ( 17%) respondents rated the maintenance of their Tata car is average 6 out of 12 (50%) respondents rated the maintenance of their Tata car is bad Many respondents have rated the maintenance of their Hyundai as very good. Many respondents have rated the maintenance of their Tata as Bad 12 out of 21 (57%) respondent rated the maintenance of his Hyundai car is good. 6 out of 21(29%) respondents rated the maintenance of their Hyundai car is average 3 out of 21 (14 %) respondents rated the maintenance of their Hyundai car is bad
Fuel efficiency KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE 62
Very good 37 6 8
Good 14 8 2
Average 7 7 2
40 35 30 25 20 15 10 5 0 Very good Good Average Maruti-Suzuki Hyundai Tata
Interpretations: Maruti
63
PRATHAM MOTORS PVT LTD 37 out of 58 (64%) respondents rated the fuel efficiency of their Maruti car is very good. 14 out of 58 (24 %) respondents rated the fuel efficiency of their Maruti car is good 7 out of 58 ( 12%) respondents rated the fuel efficiency of their Maruti car is average Hyundai Tata 8 out of 12 (64%) respondents rated the fuel efficiency of their Tata car is very good. 2 out of 12 ( 16%) respondents rated the fuel efficiency of their Tata car is good 2 out of 12 (20%) respondents rated the fuel efficiency of their Tata car is average 6 out of 21 (28%) respondent rated the fuel efficiency of his Hyundai car is very good. 8 out of 21 (38%) respondents rated the fuel efficiency of their Hyundai car is good 7 out of 21 ( 34%) respondents rated the fuel efficiency of their Hyundai car is average
Many respondents have rated the fuel efficiency of their Maruti & Tata as very good. Many respondents have rated the fuel efficiency of their Hyundai as average.
64
PRATHAM MOTORS PVT LTD Style Very good 46 15 6 Good 7 4 2 Average 5 2 4
50 40 30 20 10 0 Very good Good Average Maruti-Suzuki Hyundai Tata
Interpretations: Maruti 46 out of 58 (79%) respondents rated the price of their Maruti car is very good. 7 out of 58 (12%) respondents rated the price of their Maruti car is good
65
PRATHAM MOTORS PVT LTD 5 out of 58 (9%) respondents rated the price of their Maruti car is average Hyundai 15 out of 21 (71%) respondent rated the price of his Hyundai car is very good. 4 out of 21 (19%) respondents rated the price of their Hyundai car is good 2 out of 21 (10%) respondents rated the price of their Hyundai car is average Tata 6 out of 12 (50%) respondents rated the price of their Tata car is very good. 2out of 12 (17%) respondents rated the price of their Tata car is good 4out of 12 (33%) respondents rated the price of their Tata car is average
Many respondents have rated the priceof their Maruti as very good. Many respondents have rated the price of Tata as average.
FINDINGS The respondents who have opted four wheeler for need have purchased low end version cars.
66
PRATHAM MOTORS PVT LTD The respondents who have opted four wheeler for comfort have purchased mid version cars and some have opt for premium/high end cars. The respondents who have opted four wheeler for status have purchased High end version cars. The ranking by priority of the features while a customer makes a buying decision are:- (as per majority) 1. Fuel efficiency 2. Aesthetic/Look 3. Price 4. Safety features 5. Maintenance 6. Space 7. Company service convenience ----------------------------------------------------------------------------------------------------------- Many respondents have rated the price of their Maruti as very good (i.e. the prices are fair). AND both the price of Hyundai and Tata casts as average. Many respondents have rated the maintenance of their Maruti as very good AND the maintenance of Tata cars as average Many respondents have rated the fuel efficiency of their Maruti & Tata as very good. AND the fuel efficiency of Hyundai cars as average. Many respondents have rated the style of their Hyundai as very good. And the style of Tata cars as average
Maruti customers are more satisfied with the service provide by their dealer (Pratham Motors) followed by Hyundai and Tata customers. Tata customers are more dissatisfied with the service provided by their dealer
67
PRATHAM MOTORS PVT LTD Majority of customers expect quick service, Informative salesperson, discount on spares, availabity of accessories from an automobile dealer There is a mixed opinions of the customer for home delivery service expectations from an automobile dealer Maruti customers are more satisfied with their vehicle performance followed by Hyundai and Tata customers Maruti customers are having very good chances of recommending the same vehicle to a friend or relative followed by Hyundai customers and Tata Most of the existing customers of Maruti would like to buy their next car from the same company. Most of the respondents would like to buy their next car from Maruti-Suzuki The other companies product the respondents would like to buy for the next time are Skodas Fabia & Octavia, Hondas City and Civic, M&Ms Scorpio and Logan, Chevorlets Travera and Aveo & Toyotas Innova.
68
CONCLUSION
CONCLUSION
69
PRATHAM MOTORS PVT LTD Maruti Suzuki ranks first in terms of customer satisfaction followed by Hyundai and Tata motors. Maruti-Suzuki motors ranks first in terms of customer service satisfaction The ranking by priority of the features while a customer makes a buying decision are:- (as per majority) 1. Fuel efficiency 2. Aesthetic/Look 3. Price 4. Safety features 5. Maintenance 6. Space 7. Company service convenience Majority of customers expect quick service, Informative salesperson, accessories availabity and discount on spares from an automobile dealer There is a mixed feelings of the customer for home delivery service expectations from an automobile dealer
BIBLOGRAPHY
70
REFERANCE BOOKS MARKETING MANAGEMENT (By Philip Kotler) MARKETING RESEARCH (By Tull & Hawkins)
INTERNET WEBSITES www.marutiudyog.com www.hyundai.co.in www.tatamotors.com
ORGANISATION REPORT
AUTOMAGZINES
71
Appendix
CUSTOMER SATISFACTION SURVEY

2) Personal information
Name:Address:-
Contact number:Occupation:-
3) Which company car do you own and mention the model? a) b) c) d) Maruti Suzuki Hyundai Tata Others
72
4) How would you rate your vehicles performance?
a) Completely satisfied b) Satisfied c) Some what satisfied (OK) d) Dissatisfied e) Completely dissatisfied
5) Why do you opt for a four wheeler vehicle?
a) Need b) Comfort c) Status d) Any other (specify)
6) Please rank the following features in the order of their priority while making a buying decision for a four wheeler? (1-for most preferred, 7-for least preferred)
73
a) Aesthetic/Look b) Price c) Fuel efficiency d) Maintenance e) Safety features f) Space g) Company service comfort
7) Which of the facilities/services do you expect from the dealer?
a) Quick service b) Informative salesperson c) Finance facilities d) Accessories availability e) Home delivery f) Discount on service and spares
8) State the level of satisfaction of service provided by your dealer?
74
a) Completely satisfied b) Satisfied c) Some what satisfied (OK) d) Dissatisfied e) Completely dissatisfied
9) What are the attributes that you rate for your four wheeler?
VERY EXPENSIVE PRICE MAINTENANCE FUEL EFFECEINCY STYLE
EXPENSIVE
REASONABLE
10) How do you recommend the same vehicle to a friend or relative? Would you say the chances are, a) Excellent b) Good c) Fair d) Poor
11) You would like to upgrade your existing vehicle with which companys product?
75
PRATHAM MOTORS PVT LTD a) Maruti-Suzuki b) Hyundai c) Tata d) Any other (specify)
Why?
For Maruti Suzuki owners only 12) .Are you a customer of Pratham motors a) Yes b) No 13) How would you rate the experience in Pratham motors a) Very good b) Good c) Average d) Bad
THANK YOU
MILESTONES: 2008 2007 The Zen Estilo launched in Feb,2007 76 Wagaon-R most preferred car CNBC
PRATHAM MOTORS PVT LTD 2006 2005 2004 New (non A/C) variant of Alto Alto becomes India's new best selling car LPG variant of 'Omni Cargo' Versa 5-seater, a new variant Baleno LXi, a new variant Maruti closed the financial year 2003-04 with an annual sale of 472122 units, the highest ever since the company began operations 20 years ago The fiftieth lakh car rolls out in April, 2005 Growth in overall sales by 15.8% The car of the Year Maruti SWIFT Maruti SWIFT (Diesel) The SX-4 launch
2003 New Suzuki Grand Vitara XL-7 Redesigned and all-new Zen New upgraded WagonR Enters into partnership with State Bank of India Production of 4 millionth vehicle. Listed on BSE and NSE after a public issue oversubscribed 10 times
77
PRATHAM MOTORS PVT LTD 2002 WagonR Pride Esteem Diesel. All other variants upgraded Maruti Insurance. Two new subsidiaries started: Maruti Insurance Distributor Services and Maruti Insurance Brokers Limited Alto Spin LXi, with electronic power steering Special edition of Maruti 800, Indias first colour-coordinated car Maruti True value in Mumbai Maruti Finance in Mumbai with 10 finance companies Suzuki Motor Corporation (SMC) increases its stake in Maruti to 54.2 percent 2001 Zen LXi Maruti True Value launched in Bangalore and Delhi Maruti Versa, Indias first luxury MPV Alto Spin LXi, with electronic power steering Alto Vxi Customer information centers launched in Hyderabad, Bangalore and Chennai Launch of versa
2000 First car company in India to launch a Call Center New Alto Altura, a luxury estate car IDTR (Institute of Driving Training and Research) launched jointly with the Delhi government to promote safe driving habits
78
PRATHAM MOTORS PVT LTD 1999 Zen LX (993cc, hatchback car) Zen VXi (993cc, hatchback car with power steering) Omni XL ( 796cc, MUV, high roof) Baleno (1600cc, 3 Box Car) Wagon R Launch of Maruti - Suzuki innovative traffic beat in Delhi and Chennai as social initiatives 1998 1997 1998 Esteem (1299cc, 3 box car) LX, VX and AX New Maruti 800 (796cc,hatchback Car) Standard and Deluxe Produced the 2 millionth vehicle since the commencement of production Maruti launches website as part of CRM initiatives Zen D (1527 cc diesel, hatchback car) Zen VX & Zen VX Automatic New (Omni & Omni E) (796cc, MUV) Launch of website as part of CRM initiatives
1996 Gypsy (E) (970cc, 4WD 8 seater) Omni (E) (796cc, MUV, 8 seater) Gypsy King (1298cc, 4WD, off road vehicle) Zen Automatic (993cc, hatchback car) Esteem 1.3L (1298 cc, 3 box Car)AX Launch of 24-hour emergency on-road vehicle service 79
1995 1994 1993 Zen(993cc, hatchback Car), which was later exported in Europe and elsewhere as the Alto 1992 1991 1990 Maruti 1000(970cc, 3 box), Indias first contemporary sedan Reaches cumulative indigenization of 65 percent for all vehicles produced SMC increases its stake in Maruti to 50 perce Esteem1.3L (1298cc, 3 box car)LX Produced the 1 millionth vehicle since the commencement of production Esteem 1.3L (1298 cc, 3 box car)VX With the launch of second plant, installed capacity reached 200,000 units
1989 1987 Exported first lot of 500 cars to Hungary Installed capacity increased to 100,000 units
80
PRATHAM MOTORS PVT LTD 1986 1985 Launch of Maruti Gypsy (970cc, 4WD off-road vehicle) Maruti 800 ( New Model-796cc, hatchback Car) Produced 100,000 vehicles (cumulative production)
1984 1983 1982 License and JV agreement signed between Maruti Suzuki India Ltd. and SMC of Japan Maruti 800, a 796 cc hatchback, Indias first affordable car. Production was started under JVA Omni, a 796cc MUV Installed capacity reached 40,000 units
1981 Maruti Suzuki India Ltd was incorporated under the provisions of the Indian Companies Act, 1956
AWARDS
2006 JD power CSI: 1st rank, 7 years in a row 200-2006 JD power SSI: 1st rank, 3 years in a row 2004-2006 81
PRATHAM MOTORS PVT LTD 2005 Ranks 1st among automobile companies in the Corporate Image Monitor Receives a commendation from Ministry of Economy, trade and industry Number one in JD Power SSI for the second consecutive year. wangonR and Esteem top their segmente Reputation Strength(CSR) study Maruti bagged the Nabyfacturer of the year award from Autocar-CNBC First Indian car manufacturer to reach 5 million vehicles sales Business World ranks Maruti among top five most respected companies in Maruti ranked among top ten (Rank7) greenest companies in India by Tops TNS TCS survey in key segments, 5 years in a row 2002-2006 Among top 5 car companies in the Forbes list of the Worlds Most Reputed Companies- Nov 06 The only automobile manufacturer to feature in Business Todays list of Indias Best 10 marketers Nov 06 Features in Business Todays annual list of 20 companies to look for in 2007Nov 06 Ranks 1st for corporate social responsibility by TNS Automotive.
(CIM) Study 2005 conducted by AC Nielsen ORG-MARG. (MITI) of japan Sept05.
(#1 in Auto sector) Feb 05 (2nd time in a row)-Feb 05
India-Oct 04 Business Today Sep 04
2004
82
PRATHAM MOTORS PVT LTD Maruti suzuki was No.1 in Customer Satisfaction, No.1 in Sales Satisfaction, No.1 in Product Quality(Esteem and Alto) and No.1 in product apeat(Esteem and WagonR) No.1 in Total Customer Satisfaction (maruti 800, Zen and Alto) Business World ranked us the countrys most respected automobile company Voted Manufacturer of the year by CNBC Voded one of Indias Greenest Companies by Business Today-AC Nielson ORGMARG
2003 Maruti 800, Maruti Zen and Maruti Esteem make it to the top 10 automotive brands in Most Trusted Brand survey 2003 JD Power ranked 3 models of Maruti on top: WagonR, Zen and Esteem Maruti 800 and WagonR top in NFO Total Customer Satisfaction Study 2003. MUL tops in JD Power CSI(2001) for 4th time in a row
2001 MUL tops JD Power CSI(2001) for 2nd time in a ro: another international first
2000
83
PRATHAM MOTORS PVT LTD Maruti bags JD POWER CSI- 1st rank; unique achievement by market leader anywhere in the world.
84

A Project Report O "Comparative Customer Satisfaction O Maruti, Hyundai, Tata Motors

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K.L.E.

Societys College of Business Administration Lingaraj College, CBALC Belgaum

A PROJECT REPORT ON COMPARATIVE CUSTOMER SATISFACTION OF MARUTI, HYUNDAI, TATA MOTORS

PRATHAM MOTORS PVT LTD.

Submitted By: ANIL.V.BELAVADI

PRATHAM MOTORS PVT LTD

Under taken at PRATHAM MOTORS PVT LTD, BANGALORE.

Project Guide Prof. Nandini Sawant CBALC

Principal Prof. P. R. Kadakol CBALC

KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE

PRATHAM MOTORS PVT LTD

KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE

PRATHAM MOTORS PVT LTD

KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE

PRATHAM MOTORS PVT LTD

KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE

KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE

PRATHAM MOTORS PVT LTD

PRATHAM MOTORS PRIVATE LIMITED

KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE

Name of the company: PRATHAM MOTORS Pvt.Ltd.

Name of the CEO: Samar VikramBhasin

Year of Incorporation: -November 2001

No of Branch Office: 3 (Sarjapur, Ragajinagar Vasant nagar )

Head office: #16,Belandur, Sarjapur, Marathalli Outer Ring Road, Bangalore-37

Total Employees: 486

KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE

PRATHAM MOTORS PVT LTD

KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE

KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE

PRATHAM MOTORS PVT LTD

KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE

PRATHAM MOTORS PVT LTD

KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE

PRATHAM MOTORS PVT LTD Service marketing manual.

KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE

KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE

PRATHAM MOTORS PVT LTD

ABOUT MARUTI UDYOG

KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE

KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE

THE FOLLOWING CHART SHOWS THE MARKET SHARE OF THE CARS

KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE

PRATHAM MOTORS PVT LTD

NO OF CARS PER 1000 600 500 400 300 200 100 0

NO OF CARS PER 1000

WIDE RANGE OF CARS FROM MARUTI -SUZUKI:

KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE

Future Maruti Suzuki plans

KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE

BRIEF DESCRIPTION ABOUT COMPETITORS

KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE

KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE

About TATA MOTORS:

KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE

WHY MARUTI SUZUKI ?

KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE

KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE

KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE

KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE

PRATHAM MOTORS PVT LTD

KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE