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KANARA COLLEGE SSOCIETYS(R)
Dr A.V.Baliga Collage of Commerce & Business Administration,
Kumta (N.K.) 581343
A
PROJECT REPORT
ON
COMPARATIVE CUSTOMER SATISFACTION
OF
MARUTI, HYUNDAI, TATA MOTORS
UNDERTAKENIN
ARUNDHATI MOTORS
PREPARED AND SUBMITTED BYCHANDAN LAXMINARAYAN
BBA Vth SEMESTR
REG NO. 06201010
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ARUNDHATI MOTORS
KANARA COLLEGE SSOCIETYS(R)
Dr A.V.Baliga Collage of Commerce & Business Administration,Kumta (N.K.) 581343
CERTIFICATE
This is to certify that Mr. Chandan Laxminarayan, 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
ARUNDHATI MOTORS
2
Project GuideProf.
PrincipalProf. G. S. Bhat
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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
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CHANDAN LAXMINARAYAN
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. Narasimha Hegde for giving me an
opportunity to take my inplant at Arundhati Motors, Sirsi
Any accomplishment requires the effort of many people. I am indebted to all the
Employees of Arundhati Motors 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 G S Bhat, Dr A V Baliga College of commerce
& Business Administration, for giving me proper guidance and an opportunity to work
for Arundhati Motors, Sirsi.
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.
CHANDAN LAXMINARAYAN
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Table of contents
SL.NO CONTENTS PAGE NO:
1 EXECUTIVE SUMMARY 5
2 ABOUT ARUNDHATI MOTORS PVT LTD 6-14
3 ABOUT MARUTI UDYOG LTD 15-19
4 BRIEF DESCRIPTION ABOUT COMPETITORS 20-23
ABOUT HMIL 20-21
ABOUT TATA MOTORS LTD 22-23
5 WHY MARUTI SUZUKI? 24-26
6 INTRODUCTION 27-29
7 METHODOLOGY 30-33
8 LIMITATIONS 34
9 ANALYSISI WITH GRAPHS 35-64
10 FINDINGS 65-66
11 CONCLUSION 67-68
12 BIBLIOGRAPHY 69
13 APPENDIXES 70-81
Questionnaire 70-73
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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 Arundhati motors for Studying. Arundhati Motors Pvt Ltd is
one of the leading dealers of Maruti Suzuki cars, in Sirsi.
With a sample size of 100 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 Arundhati
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
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.
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Arundhati Motors is one of the leading dealers of Maruti Suzuki cars, in Sirsi. A state of
the art showroom, experienced staff, enviable sales record is a few of the reasons why it
makes the best.
Mr. Narasimha Hegde started operations as a Maruti Udyog dealer in April, 2002. Today
Arundhati Motors has grown to be one of the leading dealers in the city with a Big state-
of-the-art showroom on Hubli road.
HISTORY:
Arundhati Motors commenced its operation in the year 2001 in Hubli road, Sirsi and then
added and services centre at the same place
It carries all its activities like sales, servicing, genuine parts, accessories in all the above
showroom. They have stockyards attached to their showrooms for their delivery of
vehicles . It has paved surface stocking area of about 30 to 50 Maruti vehicles.
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COMPANY PROFILE
Name of the company: ARUNDHATI MOTORS.
Name of the Propritor : Narasimha Hegde
Year of Incorporation: -November 2001
Head office: Arundhati Motors
Hubli road, Sirsi
Total Employees: 25
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Management Commitment:
The management of Arundhati 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, true value,
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
All concerned shall be trained on the latest sales/serene/spares/bulletins/circulars
from MSIL.
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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 Arundhati 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 therepair/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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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 Arundhati 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
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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. Identification of vehicles at the service workshop shall be through vehicle model,
registration number and unique job order Nos.
3. Inspection and test status of service/repair of vehicles shall be identified through
the job order card.4. Completed job order card and stamp of the final inspector shall identify Final OK
vehicles.
5. Identification of spare parts shall be in the form of part Nos., as per Maruti-
Suzuki guidelines.
6. Identification of new vehicles is by its colour, model, chassis and engine Nos.,
MSIL Invoice, stockyard register.
Traceability:
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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
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.
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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.
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From the start, Maruti caught the imagination of Indian car customers and launched four
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
0
100
200
300
400
500
600
MARUT
HYUNDA
TATA
HONDA
GM
OTH
ER
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:
1. MARUTI 800
2. ALTO
3. A-STAR4. OMNI
5. WAGON R
6. ZEN ESTILO
7. ESTEEM
8. BALENO
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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 2011
1. Suzuki Splash
2. Suzuki kizashi
Future Maruti Suzuki plans
From Autocar magazine
1. Maruti Alto Face-Lift in 2011.
2. New Mini-SUV in 2011. Likely to be a four-door Jimny.
3. New Luxury Sedan in 2011. The production version of the Kizashi3.
4. New Swift in 2011.
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5. New Alto.
BRIEF DESCRIPTION ABOUT COMPETITORS
About HMIL (Hyundai Motor India Limited)
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
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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
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.
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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 2008-09. It is the leader by far in commercial vehicles in each
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.
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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.
Some of the other competitors are as
Chevrolet
Ford
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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
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
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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.
In the J.D. Power CSI Study 2004, Maruti Suzuki scored the highest across all 7parameters: 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.
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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.
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;
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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
Arundhati Motors is an authorized Maruti-Suzuki dealer in Sirsi. It commenced its
operation on Feb 2001 at Sirsi. It is one of the biggest showrooms seen in Sirsi.
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In a meeting with the Proprietor, a research project was discussed were the Proprietor
wanted to know the satisfaction level of their customers and the satisfaction level of
customers of their competitors (Hyundai and Tata Motors) at Sirsi and the perception that
they have before purchasing a vehicle at Arundhati Motors, Sirsi
MANAGEMENT PROBLEM
To know where Maruti-Suzuki does stands in terms of customer satisfaction & service
satisfaction in Sirsi 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 Sirsi
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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:
Descriptive research was done in order to tackle the problem. Each and every aspect was
studied in detail.
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The data was directly collected from the respective car owners i.e. Maruti- Suzukis
(Arundhati Motors) Hyundais and Tata Motors customers in Sirsi
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 therespondents 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.
In this technique also feedback was taken by administering a questionnaire.
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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?
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Maruti Hyundai Tata Others
Size 58 21 12 9
size
maruti
58%hyundai
21%
tata
12%
others
9%
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 Comfort Status
Respondents 29 41 30
29, 29%
41, 41%
30, 30%
Need
Comfort
Status
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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
(OK)
Dissatisfied Completely
Dissatisfied
Respondents 39 7 6 3 3
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39, 68%
7, 12%
6, 10%
3, 5%3, 5%
Completelysatisfied
Satisfied
Some whatsatisfied
Dissatisfied
Completelydissatisfied
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.
3% of Maruti customers are completely dissatisfied with the vehicle
performance.
Hyundai
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Completely
Satisfied
Satisfied Some
what
Satisfied
(OK)
Dissatisfied Completely
Dissatisfied
Respondents 9 3 6 3 1
9, 36%
3, 12%6, 24%
3, 12%
1, 4%
3, 12% Completely satisfied
Satisfied
Some what satisfied
Dissatisfied
Completelydissatisfied
Slice 6
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 satisfied with the vehicle
performance
3% of Hyundai customers are dissatisfied with the vehicle performance
1% of Hyundai customers are completely dissatisfied with the vehicleperformance
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Tata
Completely
Satisfied
Satisfied Some
what
Satisfied
(OK)
Dissatisfied Completely
Dissatisfied
Respondents 3 5 1 0 3
3, 25%
5, 42%
1, 8%
0, 0%
3, 25% Completely satisfied
Satisfied
Some what satisfied
Dissatisfied
Completely
Dissatisfied
Interpretations:
3% of Tata customers are completely satisfied with the vehicle
performance
5% of Tata customers are satisfied with the vehicle performance
1% of Tata customers are some what satisfied with the vehicle
performance 3% of Tata customers are completely dissatisfied with the vehicle
performance.
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Other
Completely
Satisfied
Satisfied Some
what
Satisfied
(OK)
Dissatisfied Completely
Dissatisfied
Respondents 6 2 0 1 0
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.
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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 2 3 4 5 6 7
Aesthetic 7 67 3 7 5 5 6
Price 10 60 14 7 5 2 2
Fuel efficiency 73 10 12 3 0 2 0
Maintenance 14 21 9 47 8 1 0
Safety features 9 10 54 9 10 2 6
Space 2 10 13 9 45 10 11
Company service
convenience
12 8 13 5 7 41 14
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0
10
20
30
40
50
60
70
80
1 2 3 4 5 6 7
Aesthetic
Price
Fuel effeciency
Maintenance
Safety features
Space
Company
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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
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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 .
5)Which of the facilities/services do you expect from the dealer?
Yes No
Quick service 97 3
Informative salesperson 94 6
Accessories availability 73 27
Home delivery 55 45
Discount on spares 93 7
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0
10
20
30
40
5060
70
80
90
100
Yes NO
Quick service
Informative
salespersonAcessories availabity
Home delivery
Discount on spares
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 fromthe dealer.
6% i.e. 6 out of 100 respondents dont expect informative salesperson
from the dealer.
Accessories availability
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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.
7) How would you recommend the same vehicle to a friend or relative?
Maruti-Suzuki
Excellent Good Fair Poor
Respondents 38 12 5 3
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0
5
10
15
20
25
30
35
40
Excellent Fair
Respondents
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.
Hyundai
Excellent Good Fair Poor
Respondents 8 8 4 1
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0
1
2
34
5
6
7
8
Excellent Good Fair Poor
Respondents
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.
Tata
Excellent Good Fair Poor
Respondents 4 3 2 2
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0
0.5
1
1.52
2.5
3
3.5
4
Excellent Good Fair Poor
Respondents
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?
Yes No
Maruti-Suzuki 49 9
Hyundai 13 8
Tata 7 5
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0
10
20
30
40
50
Yes No
Maruti-SuzukiHyundai
Tata
Interpretations:
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
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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?
Maruti-
Suzuki
Hyundai Tata Any other
Respondents 61 16 10 13
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61, 61%16, 16%
10, 10%
13, 13%
Maruti-SuzukiHyundai
Tata
Anyother
Interpretations:
61% of the respondents would like to buy their next car from Maruti-
Suzuki 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?
Price
Fair Average Not fair
Maruti-Suzuki 35 17 6
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Hyundai 11 7 3
Tata 6 4 2
0
5
10
15
20
25
30
35
Fair Average Not fair
Maruti-Suzuki
Hyundai
Tata
Interpretations:
Maruti
35 out of 58 (60%) respondents rated the price of their Maruti car is fair.
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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
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
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
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.
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Maintenance
Good Average Bad
Maruti-Suzuki 38 16 4
Hyundai 12 6 3Tata 4 2 6
0
5
10
15
20
25
30
35
40
Good Average Bad
Maruti-Suzuki
Hyundai
Tata
`Interpretations:
Maruti
38 out of 58 (66%) respondents rated the maintenance of their Maruti car
is good.
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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
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
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
Fuel efficiency
Very good Good Average
Maruti-Suzuki 37 14 7
Hyundai 6 8 7
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Tata 8 2 2
0
5
10
15
20
25
30
35
40
Very good Good Average
Maruti-Suzuki
Hyundai
Tata
Interpretations:
Maruti
37 out of 58 (64%) respondents rated the fuel efficiency of their Maruti
car is very good.
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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
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
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
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.
Style
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Very good Good Average
Maruti-Suzuki 46 7 5
Hyundai 15 4 2
Tata 6 2 4
0
10
20
30
40
50
Very good Good Average
Maruti-SuzukiHyundai
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
5 out of 58 (9%) respondents rated the price of their Maruti car is average
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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.
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.
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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
(Arundhati Motors) followed by Hyundai and Tata customers.
Tata customers are more dissatisfied with the service provided by their dealer
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
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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.
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CONCLUSION
CONCLUSION
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)
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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
REFERANCE BOOKS
MARKETING MANAGEMENT (By Philip Kotler)
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MARKETING RESEARCH (By Tull & Hawkins)
INTERNET WEBSITES
www.marutiudyog.com
www.hyundai.co.in
www.tatamotors.com
ORGANISATION REPORT
AUTOMAGZINES
Appendix
CUSTOMER SATISFACTION SURVEY
71
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2) Personal information
Name:-
Address:-
Contact number:-
Occupation:-
3) Which company car do you own and mention the model?
a) Maruti Suzuki
b) Hyundai
c) Tata
d) Others
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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)
a) Aesthetic/Look
b) Price
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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?
a) Completely satisfied
b) Satisfied
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c) Some what satisfied (OK)
d) Dissatisfied
e) Completely dissatisfied
9) What are the attributes that you rate for your four wheeler?
VERY
EXPENSIVE
EXPENSIVE REASONABLE
PRICE
MAINTENANCE
FUEL
EFFECEINCY
STYLE
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?
a) Maruti-Suzuki
b) Hyundai
c) Tata
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d) Any other (specify)
Why?
For Maruti Suzuki owners only
12) .Are you a customer of Arundhati motors
a) Yes
b) No
13) How would you rate the experience in Arundhati motors
a) Very good
b) Good
c) Average
d) Bad
THANK YOU
MILESTONES:
2008
Wagaon-R most preferred car CNBC
2007
The Zen Estilo launched in Feb,2007
Maruti SWIFT (Diesel)
The SX-4 launch
2006
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The car of the Year Maruti SWIFT
2005
The fiftieth lakh car rolls out in April, 2005
Growth in overall sales by 15.8%
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
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
2002
WagonR Pride
Esteem Diesel. All other variants upgraded
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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
1999
Zen LX (993cc, hatchback car)
Zen VXi (993cc, hatchback car with power steering)
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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 socialinitiatives
1998
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
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
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
1995
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Esteem 1.3L (1298 cc, 3 box car)VX
With the launch of second plant, installed capacity reached 200,000 units
1994
Esteem1.3L (1298cc, 3 box car)LX
Produced the 1 millionth vehicle since the commencement of production
1993
Zen(993cc, hatchback Car), which was later exported in Europe and elsewhere as
the Alto
1992
SMC increases its stake in Maruti to 50 perce
1991
Reaches cumulative indigenization of 65 percent for all vehicles produced
1990
Maruti 1000(970cc, 3 box), Indias first contemporary sedan
1989
Installed capacity increased to 100,000 units
1987
Exported first lot of 500 cars to Hungary
1986
Maruti 800 ( New Model-796cc, hatchback Car)
Produced 100,000 vehicles (cumulative production)
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1985
Launch of Maruti Gypsy (970cc, 4WD off-road vehicle)
1984
Omni, a 796cc MUV
Installed capacity reached 40,000 units
1983
Maruti 800, a 796 cc hatchback, Indias first affordable car.
Production was started under JVA
1982
License and JV agreement signed between Maruti Suzuki India Ltd. and SMC of
Japan
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
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
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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 2007-
Nov 06
Ranks 1st for corporate social responsibility by TNS Automotive.
2005
Ranks 1st among automobile companies in the Corporate Image Monitor
(CIM) Study 2005 conducted by AC Nielsen ORG-MARG.
Receives a commendation from Ministry of Economy, trade and industry
(MITI) of japan Sept05. Number one in JD Power SSI for the second consecutive year.
wangonR and Esteem top their segmente Reputation Strength(CSR) study
(#1 in Auto sector) Feb 05
Maruti bagged the Nabyfacturer of the year award from Autocar-CNBC
(2nd time in a row)-Feb 05
First Indian car manufacturer to reach 5 million vehicles sales
Business World ranks Maruti among top five most respected companies in
India-Oct 04
Maruti ranked among top ten (Rank7) greenest companies in India by
Business Today Sep 04
2004
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
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Voted Manufacturer of the year by CNBC
Voded one of Indias Greenest Companies by Business Today-AC Nielson ORG-
MARG
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
Maruti bags JD POWER CSI- 1st rank; unique achievement by market leader
anywhere in the world.
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