PREFACE

As a Student of B.B.A. (Hons.) 16th Batch, the survey on

customer satisfaction on Maruti has been provide to me by my
department, under the guidance of Miss. Pragya Bhargav.

I conducted this work in Sagar City. It presents synoptic

review the research methodology. Objective, limitations and
suggestions regarding the existing product. A field survey was
conducted with the help of questionnaire and personal interview in
Sagar City.

The main aim of this survey is to know about the level of

constomer satisfaction regarding Maruti in Sagar City. it also
includes product utility. People behavior, Satisfaction, imagination,
company policies and customer problems.

This Survey is made to answer the expose above motioned

topies through statistical representation, pie diagram and graphs.

(KHUSHBOO GUPTA)
B.B.A IInd Semester
16TH BATCH

ACKNOWLEDGEMENT
 I would like to whole hearty thank and express my
sincere gratitude to Prof. Y.S. Thakur Head of the
Department of Faculty of Management Studies Dr. Hari
Singh Gour Vishwavidyalaya, Sagar for suggesting me this
problem and for giving an insight in delaing with the
subject
.I am highly obliged to Miss Pragya Bhargav, Miss
Shakuntala Yadav Lecturer, Miss Mayuri Jain, Mr. Shri
Bagwat, Miss. Priyanka Jhakariya, Miss Devagya
Shrivastava, Mrs. Jyoti Pandey, Mr. Ankur Randheliya Mr.
Girbal singh Lodhi, and All Faculty member, for guiding
me in various aspects of this project like conducting field
work and designing questionnaire and suggesting me the
Project Work and helping me in finalising the Report. I
express my gratitude to all the customers who very kindly
discussed various aspects of this study and provided
useful suggestions for discussing various problems.
Lastly, I Must express my gratitude to all the elders of
the family and citizen of the city who blessed me in course
of discussion. I also extend my sincere thanks to my family
and my friends for their encouragement and support.

(KHUSHBOO GUPTA)
B.B.A IInd Semester
 DELCLARATION BY THE
CANDIDATE
Date :

I declare that the project report titled " MARUTI" on

Market Segmentation is nay own work conducted under the

supervision of Miss Pragya Bhargav Department of

Business Management Dr. Hari Singh Gour Central Uniersity

Sagar To the best of my knowledge the report does not

contain any work , which has been submitted for the award

of any degree , anywhere.

(KHUSHBOO GUPTA)
B.B.A II Semester
 CERTIFICATE

The project report titled "MARUTI" been prepared

by MR. KHUSHBOO GUPTA BBA IInd Semester , IInd Batch

under the guidance and supervision of Miss Pragya

Bhargav for the partial fulfillment of the Degree of B.B.A.

Signature of the Signature of the Signature of the

Supervisor Head of the Examiner
Department

INTRODUCTION
MARUTI UDYPG LIMITED
Maruti is India's largest automobile company. The company, a joint

venture with Suzuki of Japan, has been a success story like no other

in the annals of the Indian automobile industry.

Today, Maruti is India's largest automobile company. This feat was

achieved by the missionary zeal of our employees across the line and

the far-sighted vision of our management.

The Company Mission:

To provide a wide range of modern, high quality fuel efficient vehicles

in order to meet the need of different customers, both in domestic

and export markets.

The Company Vision:

We must be an internationally competitive company in terms of our

products and services.

We must retain our leadership in India and should also aspire to be

among the global players.

Core Value

 Customer Obsession

 Fast, Flexible and First Mover

 Innovation and Creativity

 Networking and Partnership

 Openness and Learning

Vision

The leader in the India Automobile Industry, Creating Customer

Delight and Shareholder’s Wealth; A pride of India”

Production Milestones

1st vehicle produced, December 1983

1,00,000 vehicles produced by August, 1986

5,00,000 vehicles produced by June, 1990

10,00,000 vehicles produced by March, 1994

20,00,000 vehicles produced by October, 1997

30,00,000 vehicles produced by June, 2000

40,00,000 vehicles produced by April, 2003

55,00,000 vehicles produced by April 2006

75,00,000 vehicles produced by April 2009

85,00,000 vehicles produced by April 2010

MILESTONES

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

 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, India’s 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, India’s first luxury MPV

 Alto Spin LXi, with electronic power steering

 Alto Vxi

 Customer information centers launched in Hyderabad,

Bangalore and Chennai

 Launch of versa
 WHY MARUTI SUZUKI

The Quality Advantage

A car is an engineering product, only as good as the technology

used to make it. Actual users of our technology are saying

something very clearly Maruti Suzuki is No.1 in quality:

Maruti Suzuki owners experience fewer problems with their vehicles

than any other can 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.
In May 1995, Maruti got ISO 9002 certification. The audit for this

covered quality assurance in production, installation, marketing and

sales as well as after sales services. We were also one of the first

companies in the world to pioneer ISO 9000 certification for our

dealers.

In October 1993, MUL passed the Conformity Of Production

(COP) Audit, which is based on a European Union Directive. This

authenticated our quality systems and testing facilities for export to

Europe.
 TARGET MARKETING

Target Marketing involves breaking a market into segments and

then concentrating your marketing efforts on one or a few key
segments.

The beauty of target marketing is that it makes the promotion,

pricing and distribution of your products and/or services easier and
more cost-effective. Target marketing is the selection of customers
you wish to service. The decisions involved in it are

 Which segments to target

 How many products to offer

 Which products to offer in which segments

There are three steps to targeting:

 Market segmentation
 Target choice

 Product positioning

One of the first things you need to do is to refine your product or

service so that you are NOT trying to be 'all things to all people’.

Next, you need to understand that people purchase products or

services for three basic reasons:

 To satisfy basic needs.

 To solve problems.
 To make themselves feel good.
The next step in creating an effective marketing strategy is to zero in

on your target market.

Target marketing is one of corporate America's most effective

business strategies. The idea is to increase sales by first identifying,
and then targeting smaller, yet more profitable customer groups
within the total market.

Four Ways to Identify Target Markets

1. Geographic: The location, size of the area, density, and

climate zone of your customers.
2. Demographics: The age, gender, income, family
composition and size, occupation, and education of your
customers.
3. Psychographics: The general personality, behavior, life-
style, rate of use, repetition of need, benefits sought, and
loyalty characteristics of your customers.
4. Behaviors: The needs they seek to fulfill, the level of
knowledge, information sources, attitude, use or response
to a product of your customers.

One of the best ways to identify your target market is to look at your
existing customer base. Who are your ideal clients? What do they
have in common? If you do not have an existing customer base, or if
you are targeting a completely new audience, speculate on who they
might be, based on their needs and the benefits they will receive.
Investigate competitors or similar businesses in other markets to
gain insight.
 PRODUCT
Wagon R

SPECIFICATIONS
DIMENSIONS IN MM
Length 3520
Width 1490 (VXi), 1475 (LX, Lxi)
Height 1660 (without roof rail), 1690 (with roof rail)
Wheelbase 2360
Front Track 1295
Rear Track 1290
Min. Ground clearance 165
WEIGHT IN KG
Kerb Weight 825 (LX, Lxi), 850 (VXi), 840 (AX)
Gross Vehicle Weight 1250 (LX, Lxi, VXi)
CAPACITY
Seating Capacity 5 persons
Fuel Tank Capacity 35 litres
ENGINE
Swept Volume 1061 cc
Engine Type 4 cylinder in line, FC Engine
4 Valves per cylinder, MRFI
Engine Control 32-Bit Electronic Control Module (ECM)
Max. Power, bhp 64@6200rpm
Max. Torque, Nm 84@3500rpm
 MARUTI 800

SPECIFICATIONS
DIMENSIONS
Overall length 3335 mm
Overall width 1440 mm
Overall height 1405 mm
Wheelbase 2175 mm
Minimum turning radius 4.4 m
Ground clearance 170 mm
Seating capacity 4 persons
WEIGHT
Unladen weight 655 kg (AC BS I), 640 kg (Std. BS I),
665 kg (AC BS II & AC BS III),
650 kg (Std. BS II & Std. BS III)
Laden weight 1000 kg
ENGINE
Type 4 stroke cycle, water cooled SOHC (1C2V)
Number of cylinders 3
Piston displacement 796 cc
Maximum output (Std., 37 bhp at 5000 rpm
AC)
Maximum torque (Std., 59 Nm at 2500 rpm
AC)
POWER TRANSMISSION
Std., AC 4 forward, all synchromesh
1 reverse
STEERING
Steering Rack & pinion
SUSPENSION
Front McPherson strut & coil spring
Rear Coil spring with gas filled shock absorbers
BRAKES
Front Disc
Rear Drum
TYRES
Tyre size Radial 145 / 70 R-12
CAPACITY
Fuel tank capacity 30 liters (BSI), 28 liters (BS II & BS III)
 NEW ALTO

SPECIFICATION
WEIGHT
Kerb weight ALTO 725 kg
ALTO LX/ALTO Lxi 740 kg
Gross vehicle weight 1165 kg
ENGINE
Swept volume 796cc
Engine type FC engine, 4 valves
Per cylinder MPFI
No. of cylinders 3
Engine control 32 bit computer
Maximum power 47 bhp @ 6200 rpm
Maximum torque 62 Nm @ 3000 rpm
Transmission 5 speed, all synchromesh, manual
SUSPENSION SYSTEM
McPherson Strut with torsion
Front
type anti-roll bar
Coil spring with double action
Rear
telescopic shock absorbers
5 persons
Seating Capacity
Tyre size 145 / 80 R12
Overall length 3495 mm
Overall width 1495 mm
Overall height 1460 mm
Wheelbase 2360 mm
Tread Front 1290 mm
Minimum turning
4.6 m
radius
Ground clearance 160 mm
 PRICES OF MARUTI PRODUCTS

Car market leader Maruti Udyog Limited has announced a marginal

increase in price of certain models. The increase, which comes into

effect from today, varies from 0.17 percent to 1.47 percent.

The price increase is due to rise in input costs and freight costs,

which increased following the rise in oil prices. In this phase,

the company has decided to pass on only a part of the increase

in costs to the customers. There is no change in the prices of

Swift, Zen, Baleno (Vxi) and WagonR (Petrol).

Ex-Showroom Prices in Delhi (in Rs)

Change
Model New Old Increase %

M800 Std 191646 191146 500 0.26%

M800 Std Ac 213062 212562 500 0.24%

Alto Std 231585 231085 500 0.22%

Alto Lx 265262 264762 500 0.19%

Alto Lxi 283878 283378 500 0.18%

Omni Cargo LPG 194725 192725 2000 1.04%

Omni Cargo 213706 213206 500 0.23%

Omni (Eight Seater) 221268 220768 500 0.23%

Omni LPG 230388 227388 3000 1.32%

Esteem Lx 445968 444968 1000 0.22%

Esteem Lxi 476223 475223 1000 0.21%

Esteem Vxi 511520 510520 1000 0.20%

Baleno Lxi 576173 575173 1000 0.17%

Versa Dx 433575 432575 1000 0.23%

Versa Dx2 471779 470779 1000 0.21%

Versa Std 360182 359182 1000 0.28%

WagonR Lx LPG 345106 340106 5000 1.47%

WagonR Lxi LPG 373160 368160 5000 1.36%

MARUTI ALL INDIA SALES – 3 YR TREND

Segment 2003-04 Growth 2004-05 Growt 2005-06 Growt

h h
A1 (Mini - Hatchback) 167,561 17% 116,262 -31% 89,223 -23%

A2 (Compact - Hatchback) 176,132 47% 271,280 54% 335,136 24%

A3 (Mid Size) 14,173 28% 29,637 109% 31,939 8%

A4/A5/A6 NA NA NA NA NA NA

(Exec./Prem./Luxury)
C (Van Type) 59,526 15% 65,019 9% 66,366 2%

Passenger Cars - MUL 417,392 28% 482,198 16% 522,664 8%

Passenger Cars - Total 758,123 26% 885,029 17% 948,669 7%

Industry
MUV (Utility Vehicles) 3,555 12% 5,204 46% 4,374 -16%

Passenger Vehicles - MUL 420,947 28% 487,402 16% 527,038 8%

Passenger Vehicles - Total 901,150 24% 1,050,24 17% 1,129,3 8%

Industry 6 16
MARKET SHARE

2005-06 Market Share-Segment A2

TATA
20%

MARUTI HYUNDAI
59% 21%

2005-06 Market Share-Segment A3

HYUNDAI TATA
16% 20%
MARUTI
17%
FORD
14%
OTHERS GM
7% HONDA
6%
20%

2005-06 Market Share-Passenger Cars

TATA FORD
HONDA
HYUNDAI 16% 3%
4% GM
17%
1%

TOYOTA
1%

OTHERS
MARUTI 3%
55%
 COMPETITION MODELS
Maruti Competition
SEGMENT

A1 (Mini - Hatchback) M800

A2 (Compact - Zen, WagonR, Hyundai - Santro & Getz; Tata -

Hatchback) Alto, Swift Indica & Palio; GM - Corsa Sail

A3 (Mid Size) Esteem, Hyundai - Accent; Tata - Indigo &

Baleno Petra; Honda - City; GM - Corsa,
Optra, & Aveo; Ford - Ikon,
Fusion, & Fiesta

A4/A5/A6 Hyundai - Elantra & Sonata;

(Exec./Prem./Luxury) Honda - Accord; GM - Vectra;
Ford - Mondeo; Skoda - Octavia
& Superb; Toyota - Corolla &
Camry; Daimler Chrysler - C,E, &
S Class;

C (Van Type) Omni, Versa

MUV (Utility Gypsy, Grand Mitsubishi - Pajero; Hyundai -

Vehicles) Vitara Terracan & Tucson; Ford -
Endeavor; Toyota - Prado &
Innova; Nissan - X Trail; Honda -
CRV; GM - Forrester & Tavera;
Tata - Sumo & Safari; Mahindra -
Jeeps, Scorpio, & Bolero
 INDUCTION & SUCCESSION

 Transparent Recruitment & Selection process

 Recruitment on an All India Basis – no sectoral or region

specific

 Recruitment of Best available Talent in the Country

- Engineers – CAMPUS - IITs/RECs/Rorkee/HBTI

- ALL-INDIA TEST

- MBAs – IIMs/XLRI

- CAs - Rank Holders

- Technicians - ITI’s diploma holders after All India Exam &

Apprenticeship In MUL

 Lateral Entry for Experienced Professionals

SUCCESSION PLANNING

 Potential & Performance

 Vacancy - based

TRAINING & DEVELOPMENT

 Annual Training Plan - All Levels

 Training customised to meet Organisational Objectives

 Topics selected based on Vision, Values & Departmental

Feedback of Company-wide Managers

 Competency Mapping to identify Individual Training Needs

 Technical Training on latest Technologies abroad at SMC,

Japan

 STRONG FUCUS ON TRAINING INITIATIVES

- Build a Learning Organisation

- Continuous Value Additions to Professional Skills

- Customised Training

- Training to the personnel of Business Partners

 COMPETITIVE STRENGTHS

MUL believes that they are well positioned to maintain and enhance

their leadership position in the small car segment in India, while

continuing to offer products in most segments of the Indian market,

on account of their competitive strengths, which include the

following:

Expertise in small car technology: As a subsidiary of Suzuki,

they have access to globally respected technology in the small

car segment. They have the advantage of Suzuki’s expertise in all

aspects of small car technology and design, with respect to their

products, their manufacturing processes and business practices,

the development of their supply chain and the training of their

personnel.

Extensive product portfolio: Their diverse product range

includes cars in segments A, B and C, and utility vehicles. They

manufactured five out of the ten models that were sold in the

combined A and B segments in India in fiscal 2002. They are the

only manufacturer of cars in segment A (priced below

Rs.300,000) where they have two models, the Maruti 800 and

the Omni. The Maruti 800 has been the largest selling car in

India for several years, and continued to have the highest sales

volumes of any model, with a market share of 25.3%. The Omni,

a versatile vehicle that can seat more passengers than the

Maruti 800 or be used as an ambulance or cargo vehicle, had a

market share of 10.5% in fiscal 2002. They are also the only

manufacturer to sell three distinct models, the Zen, the Alto and

the Wagon R, in segment B (priced between Rs.300,000 and

Rs.500,000). They believe that their dominance in segment A

and extensive product range in segment B enables us to offer the

customer a wider choice in the small car segment than any of

their competitors. In addition, the absence of other

manufacturers in segments A gives their dealers greater

flexibility in promoting models in segment B.

Quality products: In November 2001, they were one of the first

automobile manufacturers in the world to receive the ISO

9001:2000 certification. They began to export products in 1988,

primarily in order to benchmark our products against

international quality standards. They have exported products to

approximately 70 countries, including countries in Western

Europe. Their products for export are manufactured using the

same assembly line as our products for the domestic market.

Extensive sales and service network: They believe that they

have the largest network of dealers and service centers amongst

car manufacturers in India. As of March 31, 2003, we had 178

authorized dealers with 243 sales outlets in 161 cities. They

estimate their car parc to be in excess of 3.5 million vehicles. To

service this car parc, at March31, 2003, they had 342 dealer

workshops and 1,545 Maruti Authorized Service Stations, or

MASSs, which covered 898 cities in India backed by Express

Service Centers on 30 highways across the country. In addition

to the distribution of their cars, their dealership network is a

critical resource in our efforts to provide customers with a “one-

stop shop” for automobiles and automobile related products and

services such as automobile finance, automobile insurance,

Maruti-certified pre-owned cars available for purchase, and

leasing and fleet management, in order to promote customer

loyalty.

BUSINESS S TRATEGY

They intend to continue to focus on the small car segment, while

offering products in most segments of the Indian passenger car
market. They aim to achieve their principal objectives by
pursuing the following business strategies:

Maintain and enhance their product range: They intend to

utilize Suzuki’s expertise in small car technology to produce new
variants of their existing models and to upgrade their products
with contemporary technology and features.

Increase reach and penetration: They plan to continue to

utilize their extensive sales and service network to increase the
reach, in terms of geographical spread, and penetration, in
terms of sales volumes, of their products across India.

Increased availability of automobile finance: They continue to

seek opportunities to expand the size of the Indian passenger car
market, especially in the small car segment, through facilitating
easy availability of automobile finance. To that end, they have
recently entered into an agreement with the State Bank of India.

Continue to reduce costs to offer more competitive

products:

Cost competitiveness has been, and continues to be, central to

their strategy as the leading manufacturer in the small car
segment to expand the size of the market by offering
competitively priced, high quality products. The components of
this strategy are:

 Higher levels of localization

 Vendor participation in cost reduction

 Cost reduction on warranties

 Reduction in initial investment cost

 Reduction in number of vehicle platforms

 Achieve further cost reduction through higher productivity

Lower cost of ownership:

Through their business strategies, they seek to reduce the

consumer’s cost of ownership of their cars, which comprises the
cost of purchase, the cost of fuel and maintenance, including
spare parts and repairs, during the life of the vehicle, insurance,
and resale value.
 N EW BUSINESS INITIATIVES

”.

Atithi Devo Bhava: One-stop shop

Inspired by the spirit of India. Atithi Devo Bhava, in Sanskirit, means

“a guest is like God”. It captures the Indian tradition of honouring

guests. It's also the inspiration for the welcome you’ll receive at a

Maruti Suzuki dealership, and the caring relationship they share

with those who drive their cars. At Maruti Suzuki, you will find all

your car related needs met under one roof. Whether it is easy

finance, insurance, fleet management. services, exchange Maruti

Suzuki is set to provide a single window solution for all your car

related needs.

That's why they have Maruti True Value, the best place to buy

and sell reliable used cars. Maruti Finance an agglomeration of

the biggest finance companies in India brought together by

Maruti Suzuki to ensure that the dream car is within everyone's

reach. Similarly, Maruti Insurance brings together some of the

biggest names in the car insurance industry to provide

insurance solutions to every type of car consumer. Then, finally,

there is N2N, which offers fleet related solutions.

 .
 Complex data governance requirements - Global automotive
enterprises have large, complex information technology
ecosystems. While customer information must be shared
within this ecosystem in order to fully maximize global
operations, it must also be protected. Proper management of
customer information requires a sophisticated capability to
manage a variety of access rules and to accommodate legal
restrictions that can change very quickly. The trust required
for successful collaboration between groups in the automotive
enterprise must be built by demonstrating that customer
information can be shared while observing these complex
requirements.
 ANALYSIS

Corporates, don't talk about exceeding customer satisfaction - that's

passes - the time has come to `dazzle the customer'. But to do that,
first you must get customer relationship management (CRM) in
place. In the context of India, this is very crucial as the recent World
Economic Forum Report on Global Competitiveness has ranked India
43 out of 49 nations surveyed, on `customer orientation'.

Managing customer relationships is not only complex but is also

multi-faceted and thus calls for an inter-disciplinary approach.
Particularly, as in the New Economy, the customer has become very
demanding and the emphasis needs to be on being consumer-
centric. Technology solutions as applied to various front-end
functions could aid in building a viable link between the
organisations and customers irrespective of geographical separation.
This has to be backed with appropriate systems and processes to
mine the right type of data by the right function in an organisation.

Besides technology, systems and processes, another important link

is human resource, If CRM is the key, HR would be the nerve centre
for any CRM activity.

At Maruti Udyog Ltd the first step for a company to enhance value
through CRM was to identify its target base. At Maruti, the categories
which emerged were:

* Two-wheeler owners;

* Customers taken away from the competition;

* Services sector.

After identifying the target, the next stage was to build on customer
relationships. Maruti, therefore, began evaluating the current
database of consumers to identify those who wanted Maruti service
or better still, wanted to upgrade up the value chain in Maruti
products. Third, it began working in tandem with the oil industry to
get data feedback on two-wheeler consumers-and identify those
ready to move into four-wheeler purchases. Ultimately, CRM is all
about value enhancement for the organisation.
 CONCLUSION

The price of a car is just one-third of what it cost you over its

lifetime. Running and maintaining it make up the other two-thirds.

Take into account resale value and its real cost becomes clear.

Maruti Suzuki stands for value as much as it stands for

performance. In spite of rising input costs, we try our best to keep

prices down. Their running costs and resale values are unbeatable

too. Nothing matches the delight their cars deliver. In the JD Power

CSI study 2005, 85% of Maruti Suzuki owners stated that they

would definitely recommend the car they drive to someone else.

Infact, you don’t buy a Maruti Suzuki. You invest in it.

TNS Automotive's TCS Study has, since its inception in 2002,

surveyed over 25,000 car buyers and has built a sizeable sample

base. Some of the key findings, indicators and inferences from the

2005 study are:

Maruti Udyog Ltd is one of India 's leading automobile
manufacturers and the market leader in the car segment, both
in terms of volume of vehicles sold and revenue.

Good Technology

Uniform Pricing

Good Strength

More Coverage Area

Frequent /Regular Product Launch

Market Leader (with 47% share)

Oriented Driven Company

More Product Offering

Healthy Annual Report

Brand Image

Maximum Dealership as compared to other brands

Good Sale Service

Spare parts are cheap as compared to any other brand

 BIBLIOGRAPHY

BOOKS :-

Philip Kotler and Koshy Jha, Marketing Management

Naresh K. Malhotra Marketing Research
Methodology Fifth Edition 2009

WEBSITES :-
www.maruti.com
www. maruti india.com
www. maruti cp.com
www. maruti appliances.com
 LIMITATION

TIME CONSUMING

 It takes approx 15 days to complete or finish

the project. that effect the study of student.

COSTLY

 In the preparation of project lot of money

Waste

REQUIRED EFFORTS

 It take much efforts to complete the project

in searching magazine, news paper and

Internet.
 DR. HARI SINGH GOUR UNIVERSITY SAGAR (M.P.)

QUESTIONAIRE

Researcher's Name : Name of Person : _________________

Class : B.B.A. II Sem Age : __________________________

Gender : Occupation : ____________________

Address :

Q.1 Do you know about Maruti ?

a. Yes. b. No.

Q.2. Have you used Maruti ?

a. Yes. b. No.

Q.3 How Often Sales Promotion Schemes are offered on Maruti

a. 6 months – 1 year b., 3-6 months c. less than 3

months.

Q,4. Rate the following factors you consider are important for
building brand
Image.
a.Price b. Clarity c. Durability
d. Looks e. Quality
Q 5. What do you look for while purchasing Maruti ? Please rank in order of
importance?
a. Comparative Advantage b. Price
c. Scheme/Discount/Free Gift d. Quality
 OBJECTIVES

 To study about Maruti & its Products.

 To study about consumer preferences in Sagar about Maruti.
 To study about consumer satisfaction towards Maruti.
 To know effect of advertisement on consumer.
 Assessing the impact on purchasing behaviour.
 To develop suggestion on Maruti from customers.
 To make an analysis of popular Brands.
 To collect the information on brand awareness, popularity.

SUGGESTIONS

 More test drives should be offered.

  Should be more particular about Post Sales Follow

Up as it shows the concern of the company with the

customer.

 Should put in more efforts to promote Maruti

Finance , Autocard and Accessories.

Market Research Project

Research Methodology:

The purpose of methodology is to describe the process

involved in research work. This includes the overall research
design, data collection method, the field survey and the
analysis of data.
Research Objective:

To find the satisfaction amongst the customers of Maruti.

Research Design:

Detailed and structured questionnaire was designed.

Survey a sample of 100 customers.
The methodology developed was Primary and Secondary
research.
The questionnaire was designed to get information from
customers about their satisfaction and overall opinion about
Maruti.

Sources of Data:

Primary data
Secondary data

Field of Survey:

The field work for the survey was conducted in Delhi. The
exercise involved face to face interview with the customers.

Analysis:

The important factors and data’s collected were sequentially

analyzed and graphed.

Limitations of the Study:

The sample size is only 100 so the sample may not be truly
representative of the Delhi population.

CONTENTS
S.No. TITLE Page No.
(A) Preface
(B) Acknowledgement
(C) Declaration of the Candidate
(D) Certificate
CHAPTER – 1
 INTRODUCTON
 HISTORY
 OBJECTIVE
 RESEARCH METHDOLOGY
  MILESSTONES
 TARGET MARKET
 PROJECTS PRICES OF MARUTI PRODUCTS
CHAPTER-2
 MARUTI ALL INDIA SALE
 MARKET SHARE
 COMPETITION MODELS
 INDUCTION AND SUCCESSION
 COMPETITIVE STRENGTHS
 BUSINESS STRATEGIES
CHATPER –3
 NEW BUSINESS INITIATIVES
 ANALYSIS
 CONCLUSION
 LIMITATIONS
 SUGGESTIONS
BIBLIOGRAPHY
QUESTIONNAIRE