Professional Documents
Culture Documents
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Maruti ?77
@mni
Aen
Alto
*agon /
Swift
5ersa
In%-$.$-%a%i+n: 24% 12st3+4%s *%454%%4d 6A.TO7 18%s! 22%*%454%%4d
6S9I:T7 18%s! 18% *%454%%4d 69A0ONR7 18%s! 13% *%454%%4d
6;<N7 18%s! 12% *%454%%4d 6=ARUTI 8007 18%s! 10% *%454%%4d
6O=NI7 18%s.
MODE OF A&AENESS
TABLE NO:2
M+d- N+ +, $-*.+nd-n%* (-$/-n%a"-
Ma"a6in-* 11 11
N-4* .a.-$* 23 23
T7 ad* 19 19
F$i-nd* 47 47
An8 +%#-$* 0 0
T+%a3 100 100
,,B
!.B
,-B
8;B
Maga4ines
>ewspapers
6elevision ads
Criends
In%-$.$-%a%i+n
Th-s sh3>s th8t th4 +3d4 35 8>8%4n4ss -s +8-nly d24 t3 th4 5%-4nds
1-%1l4 8nd th4n >4 s44 th%32(h T4l4&-s-3n! n4>s*8*4%s 8nd +8(8?-n4s.
S(ECIAL FEATUES T9AT ATTACTED A BUYE
TABLE NO :3
(a$%i/03a$* N+ +, $-*.+nd-n%* (-$/-n%a"-
B$and 29 29
($i/- 41 41
($+1+%i+n* 8 8
S-$7i/-* 22 22
T+%a3 100 100
!-
8,
?
!!
!-
8,
?
!!
7
9
,7
,9
!7
!9
.7
.9
87
89
3rand $rice $romotions Service
In%-$.$-%a%i+n
41% 35 th4 %4s*3nd4nts *%454%%4d *%-14 >h-l4 *2%1h8s-n( 8 &4h-1l4 8nd
29% 35 %4s*3nd4nts *%454%%4d @%8nd.
FEATUES (EFFEED BEFOE BUYIN' CA
TABLE :4
(a$%i/03a$* N+ +, $-*.+nd-n%* (-$/-n%a"-
(+4-$ 9 9
F0-3 -,,i/i-n/8 53 53
Sa,-%8 22 22
S%83- 16 16
T+%a3 100 100
In%-$.$-%a%i+n:
-B
9.B
!!B
,:B
$ower
Cuel Efficiency
Safety
Style
53% 35 th4 %4s*3nd4nts *%454%%4d 524l 455-1-4n1y 8s 548t2%4 b453%4
b2y-n( 8 18%. S854ty 8nd styl4 -s 13ns-d4%4d s413nd8%y >h4n 13+*8%4d
t3 th4 524l 455-1-4n1y)
FEEL &9ILE DI5IN' MAUTI
TABLE NO:5
,artic*lars +oo& -es%ondents %ercenta.e
More comfortable !7 !7
Comfortable :? :?
%ess comfortable ,, ,,
&n comfortable , ,
6otal ,77 ,77
!7
:?
,,
,
7
,7
!7
.7
87
97
:7
;7
More
comfortable
Comfortable %ess
comfortable
&n
comfortable
>o2of /espondents
In%-$.$-%a%i+n:
68% 35 th4 %4s*3nd4nts 8%4 54lt 13+53%t8bl4 >h-l4 d%-&-n( 8nd 20% 54lt
+3%4 13+53%t8bl4.
O5E ALL (EFOMANCE OF T9E CAS
TABLE NO:6
(a$%i/03a$* N+ +, $-*.+nd-n%* (-$/-n%a"-
E:/-33-n% 17 17
'++d 59 59
A7-$a"- 24 24
Bad 0 0
&+$*% 0 0
T+%a3 100 100
7
,7
!7
.7
87
97
:7
Excellent =ood Average 3ad *orst
>@2@C /ES$@>+E>6S
>@2@C /ES$@>+E>6S
In%-$.$-%a%i+n:
59% 35 %4s*3nd4nts 8%4 (33d 8nd 17% A%4 %4s*3nd4nts 4A14ll4nt -n
3&4%8ll *4%53%+8n14.
COST OF CA &IT9 OT9E SE'MENT CAS
TABLE NO) 7
(a$%i/03a$* N+) +, -*.+nd-n%* (-$/-n%a"-
E:.-n*i7- 4 4
M+d-$a%- 43 43
E/+n+1i/a3 53 53
T+%a3 100 100
cost o& car /ith other se.ment cars
Expensive 8B
Moderate 8.B
Economical
9.B
Expensive
Moderate
Economical
In%-$.$-%a%i+n:
53% 35 th4 %4s*3nd4nts %8t4d +8%2t- 18%s 8%4 th4 413n3+-18l 18%s! 8nd
43% %8t4d th4 13st 35 th4 8s +3d4%8t4 >h4n 13+*8%4d t3 3th4% s4(+4nt
18%s
AN; FO T9E MILEA'E
TABLE NO) 8
(a$%i/03a$* N+) +, -*.+nd-n%* (-$/-n%a"-
5-$8 "++d 20 20
'++d 54 54
A7-$a"- 26 26
Bad 0 0
4+$*% 0 0
T+%a3 100 100
ran0 &or the milea.e
7
,7
!7
.7
87
97
:7
5ery good =ood Average 3ad worst
5ery good =ood Average 3ad worst
In%-$.$-%a%i+n:
54% 35 th4 %4s*3nd4nts %8n'4d th4 +-l48(4 35 th4 +8%2t- 18%s 8%4 (33d.
8nd 26% %8t4d 8s 8&4%8(4.
INFOMATION ABOUT SE5ICE OFFEED BY COM(ANY
TIME TO TIME
TABLE NO) 9
(a$%i/03a$* N+) +, -*.+nd-n%* (-$/-n%a"-
Y-* 85 85
N+ 15 15
T+%a3 100 100
+o 1& -es%ondents
Des ?9B
>o ,9B
Des >o
In%-$.$-%a%i+n:
85% 35 th4 %4s*3nd4nts >4%4 8>8%4 35 th4 5%44 s4%&-14 *%3&-d4d 35 th4
13+*8ny)
ASE T9E NUMBE OF SE5ICES OFFEED BY T9E
COM(ANY
TABLE NO) 10
(a$%i/03a$* N+) +, -*.+nd-n%* (-$/-n%a"-
Y-* 80 80
N+ 6 6
Can<% *a8 14 14
T+%a3 100 100
>o2 of /espondents
?7B
:B
,8B
Des >o Can(t say
In%-$.$-%a%i+n:
80% 35 th4 %4s*3nd4nts >4%4 d4s-%32s t3 -n1%48s4 th4 5%44 s4%&-14s
3554%4d by th4 13+*8ny
TOOL SUITABLE FO (OMOTION
TABLE NO) 11
(a$%i/03a$* N+) +, -*.+nd-n%* (-$/-n%a"-
Ad7-$%i*in" 45 45
Sa3-* .$+1+%i+n %++3 41 41
(-$*+na3 *-33in" 12 12
An8 +%#-$ 2 2
T+%a3 100 100
>o2 of /espondents
7
9
,7
,9
!7
!9
.7
.9
87
89
97
Advertising Sales
promotion
tool
$ersonal
selling
Any other
Advertising
Sales promotion tool
$ersonal selling
Any other
In%-$.$-%a%i+n: 45% 35 th4 %4s*3nd4nts 8%4 s8t-s5-4d >-th Ad&4%t-s-n( !
42% 53% s8l4s *%3+3t-3n t33l! 13% 53% *4%s3n8l s4ll-n( #Any 3th4%
*%3+3t4 =8%2t- 18%s
MAN FO DECISION MA;E
TABLE NO) 12
(a$%i/03a$* N+) +, -*.+nd-n%* (-$/-n%a"-
Fa%#-$ 53 53
M+%#-$ 31 31
S+n 14 14
Da0"#%-$ 2 2
T+%a3 100 100
7
,7
!7
.7
87
97
:7
Cather Mother Son +aughter
>o2 of /espondents
Cather
Mother
Son
+aughter
In%-$.$-%a%i+n:
:8th4% -s th4 +8-n -n5l24n14 53% d41-s-3n +8'4% t3 *2%1h8s4 8 18%.
(ESONS ATTITUDE TO&ADS DEALES SALE
TABLE NO) 13
(a$%i/03a$* N+) +, -*.+nd-n%* (-$/-n%a"-
(+3i%- 36 36
;ind and *+,% 30 30
;n+43-d"-a=3- 19 19
E:/-33-n% *0..+$% 15 15
T+%a3 100 100
>o2 of /espondents
.:B
.7B
,-B
,9B
$olite
Eind and soft
Enowledgeable
Excellent support
In%-$.$-%a%i+n:
=3st 35 th4 %4s*3nd4ntBs 8tt-t2d4 t3>8%ds d48l4%Bs s8l4s -s t3 b4 *3l-t4
8nd '-nd 8nd s35t.
CHAPTER 6
FINDINGS
&
SUGGESTIONS
FINDINGS
he sales consultants were polite and courteous with the customers,
and answer all the .ueries.
Information regarding price list etc is readily available at the
showroom.
!a(ority of customers says that the sales consultants are
knowledgeable and they able to answers the .ueries.
's above mentioned 96% of the customers says that they get there
vehicles at clean + good conditions.
Over all 64% of the customers have received the letter of thanks from
this dealer.
he ma(ority of the customers experience regarding dealer was good
+ excellent.
!a(ority of the customers would like to recommend !aruti varun
dealer definitely to there friends + associates.
Customers who had purchased vehicles from this dealer would like to
visit the same showroom in case of purchasing another !aruti car.
'lmost every customer felt that they gain some advantage in buying
the vehicle from !arutisu2uki agencies.
!a(ority of the customers are highly satisfy with overall performance
of cars + still minor changes can be brought in the car.
he customers are satisfied with the available colors.
!ost of the customers are satisfied with the prices charged
by !aruti Su2uki varun 1vt >td agency.
Customers satisfaction towards organisation is to build long term
relation + strong value in them. he organisation has been successful
in satisfying individual needs of customers.
RECOMMENDATIONS
he company should work towards building customers lifetime value
enhances customer relationship.
1lacing knowledge and technical sales people who are able to provide
complete information to the customers their en.uiry would be of
greater advantage to the company.
he firm should work towards proper value delivery network where
customers get value for his product.
'ttention should be paid on addressing all the small and minute
problems and .ueries in the customer care division.
Customers feel that the customer care division should involve more
#1ersonnel and )uman touch$
Sunday car servicing would be an added advantage to official people
and it will be very convenient for every customer.
he firm should work towards bridging the gap between the
customers expectations before purchase and customers satisfaction after
the usage of the product.
CHAPTER 7
CONCLUSION
CONCLUSION
*ased on study conducted on customer satisfaction it has
been concluded that in order to improve the satisfaction level, a company
has to come up with different models and creative techni.ue. )ence, it has
been further concluded that to satisfy customer dealers plays a vital role in
providing accurate services by reaching there expectations and by
maintaining good relations with the customer which satisfies there needs
and wants.
QUESTIONNAI
RE
!I)0' '=9AC3
A'!9:"VVVVVVVVVVVVV..
'??09SS:"VVVVVVVVVVV..
1)OA9:"VVVVV... e"mailVVVVVVVVV.
,1C %hich model maruti car do you own...................D
,2- )ow did you to come to know about maruti carsD
, - maga2ines " C n4>s*8*4%s
, - 7 ads , - friends , - any others
,3- %hat attracted&prompted you to buy maruti among all other
*randsD 1lease rankV
, - brand , - price
, - promotion , - services
,4- %hat features attracts you to buy the car you owningD
, - power , - fuel efficiency
, - safety , - style
,5- )ow do you feel when you drive maruti carsD
, - more comfortable , - comfortable
, - less comfortable , - uncomfortable
,6-)ow do you rate the overall performance of the car compared
to othersD
, - excellent , - good , - average
, - bad , - worst
,7- )ow do you rate the cost of the car when compared to other
Segment of carsD
, - expensive , - moderate , - economical
,8- 1lease rank the mileage of the car when compared to other
Segment carsD
, - very good , - good , - average
, - bad , - very bad
,9- ?o you get information about the free service offered by the
CompanyK /rom time to timeD
, - yes , - no
,10- ?o you think the company should increase free servicingD
, - yes , - no , - cant say
,11- %hich tool do you think will be most suitable for
1romotionD
, - advertising , - sales promotion tool
, - personal selling , - any others
,12- %ho is the main influence and decision makerD
, - father , - mother
, - son , - daughter
,13- )ow do you rate the dealers sale persons attitudeD
, - polite , - kind and soft
, - knowledgeable , - excellent support
,EJ- 'ny suggestions to improve companies image
V..VVVVVVVVVVVVVVVVVVVVVVVVVVVV..
VVVVVVVVVVVVVVVVVVVVVVVVVVVVVV.
BIBLIOGRAPHY
BIBLIOGRAPHY
TEET BOOCS
1. E3tl4% # A%+st%3n(! 2006! /%-n1-*l4s 35 +8%'4t-n( "15
th
4d-t-3nC
/%4nt-14 h8ll 35 Ind-8
2. D8&-d F. .21' # R3n8ld S. R2b-n! 2002! +8%'4t-n( %4s48%1h
"9
th
4d-t-3nC /%4nt-14 h8ll 35 Ind-8
3. S...02*t8! 2002! G8s4s # /%3bl4+s -n +8%'4t-n( %4s48%1h "1
st
4d-t-3nC H-+8l8y8 *2bl-sh-n( h32s4
WEBSITES
www.researchmarkets.com
www.carwale.com
www.maruti.com
www.india.maruti.com
www.indiacar.com
www.marutisu2uki.com
www.marutiudyog.com