Arvind Maruti Projet

Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.

CERTIFICATE

This is to certify that Arvind yadav student of second semester, Master of Business administration (MBA) in the year

2008 - 2010

has completed the project

report work entitled “Automobile” based on syllabus and has submitted a satisfactory account of his work in this report.

Lecturer MISS. RUCHI TIWARI Mditm,indore

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.

ACKNOWLEDGEMENT The research on “Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.” has been given to me as part of the curriculum in the completion of 2-Years Master of business Administration. I have tried my best to present this information as clearly as possible using basic terms that I hope will be comprehended by the widest spectrum of researchers, analysts and students for further studies. I have completed this project under the able guidance and supervision of Miss Ruchi Tiwari and my project guide. I will be failed in my duty if I do not acknowledge the esteemed scholarly guidance, assistance and knowledge I have received from them towards fruitful and timely completion of this work. Mere acknowledgement may not redeem the debt I owe to my parents for their direct/indirect support during the entire course of this project. We also thanks Rukmani moter’s who believed in us and by providing ALL valuable information and data that helped us in understanding the problem areas of their organization and hence developing the application as per their requirements.

I also thankful to my friend sourabh sohani & anshul joshi who helped me a lot in the completion of this project. FromARVIND YADAV

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.

PREFACE If we can compare marketing to a long train with a multiple compartment then every bogies represent different aspect of marketing. Marketing strategy formulation depends upon the every aspect of related terms and marketing research plays vital roles to connect each compartment to form a cohesive functional unit. The automotive industry is at the center of India’s new global dynamic. It plays major roles in retaining manufacturing industry growth over 12.5% per annum The motivation behind the project was to gain clear understanding about marketing research. Through this project I have tried to understand the complexities involved in gathering of data for drawing inferences .The final objective is to produce a result that is accurate, useful, and free from bias and helps in the successful completion of my Master of business Administration course. The project has been presented in a simple format

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.

INDEX 1.

Executive Summary

2. Introduction to the Automobile Industry 3.

History of Maruti

4. Research Methodology 5. Questionnaire Analysis 6. Conclusion & Suggestions 7. Bibliography 8. Questionnaire

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.

Executive Summary It was in 1970 that Sanjay Gandhi envisioned the manufacture of maruti which is known popularly as the people’s car it is maruti which is known to give wheels to the nation. The first car of mauti was rolled out on Dec. 14, 1983 after s collaboration with Suzuki motors. Satisfaction is a person’s feeling of pleasure or disappointment resulting from a comparing perceived performance in relation to his or her expectation. If the performance falls short of expectation, the consumer is dissatisfied. If the performance matches the expectations, he consumer is satisfied. If the performance exceeds expectation, the customer is highly satisfied or delighted. In today’s competitive scenario firms consistently tries to satisfy his existing customer to get more customers in every regards. To meet the desired expectation of customers companies has to look around all aspects of products services and of course market condition, otherwise they may be out of the race. Automobile industry has the same competitiveness and every firm in the industry is consistently working for enhancing their product and services.

The study widely concentrates on the level of satisfaction amongst customers for which I did Exploratory Research to check the satisfaction level amongst the customers of Maruti as the popular punchline also says “Count On Us.”

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.

AUTOMOBILE INTRODUCTION Ferdinand Verbiest, a member of a Jesuit mission in China, built the first steam-powered vehicle around 1672 which was of small scale and designed as a toy for the Chinese Emperor that was unable to carry a driver or a passenger, but quite possibly, was the first working steam-powered vehicle ('automobile').[6][7] Although Nicolas-Joseph Cugnot is often credited with building the first selfpropelled mechanical vehicle or automobile in about 1769 by adapting an existing horse-drawn vehicle, this claim is disputed by some[citation needed], who doubt Cugnot's three-wheeler ever ran or was stable. What is not in doubt is that Richard Trevithick built and demonstrated his Puffing Devil road locomotive in 1801, believed by many to be the first demonstration of a steampowered road vehicle although it was unable to maintain sufficient steam pressure for long periods, and would have been of little practical use. In Russia, in the 1780s, Ivan Kulibin developed a human-pedalled, threewheeled carriage with modern features such as a flywheel, brake, gear box, and bearings; however, it was not developed further.[8]

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd. François Isaac de Rivaz, a Swiss inventor, designed the first internal combustion engine, in 1806, which was fueled by a mixture of hydrogenand oxygen and used it to develop the world's first vehicle, albeit rudimentary, to be powered by such an engine. The design was not very successful, as was the case with others such as Samuel Brown, Samuel Morey, and Etienne Lenoir with his hippomobile, who each produced vehicles (usually adapted carriages or carts) powered by clumsy internal combustion engines.[9] In November 1881 French inventor Gustave Trouvé demonstrated a working three-wheeled automobile that was powered by electricity. This was at the International Exhibition of Electricity in Paris.[10] Although several other German engineers (including Gottlieb Daimler, Wilhelm Maybach, and Siegfried Marcus) were working on the problem at about the same time, Karl Benz generally is acknowledged as the inventor of the modern automobile.[9] An automobile powered by his own four-stroke cycle gasoline engine was built in Mannheim, Germany by Karl Benz in 1885 and granted apatent in January of the following year under the auspices of his major company, Benz & Cie., which was founded in 1883. It was an integraldesign, without the adaptation of other existing components and including several new technological elements to create a new concept. This is what made it worthy of a patent. He began to sell his production vehicles in 1888.

Karl Benz

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.

A photograph of the originalBenz Patent Motorwagen, first built in 1885 and awarded the patent for the concept In 1879 Benz was granted a patent for his first engine, which had been designed in 1878. Many of his other inventions made the use of the internal combustion engine feasible for powering a vehicle. His first Motorwagen was built in 1885 and he was awarded the patent for its invention as of his application on January 29, 1886. Benz began promotion of the vehicle on July 3, 1886 and approximately 25 Benz vehicles were sold between 1888 and 1893, when his first four-wheeler was introduced along with a model intended for affordability. They also were powered with four-stroke engines of his own design. Emile Roger of France, already producing Benz engines under license, now added the Benz automobile to his line of products. Because France was more open to the early automobiles, initially more were built and sold in France through Roger than Benz sold in Germany. In 1896, Benz designed and patented the first internal-combustion flat engine, called a boxermotor in German. During the last years of the nineteenth century, Benz was the largest automobile company in the world with 572 units produced in 1899 and because of its size, Benz & Cie., became a joint-stock company. Daimler and Maybach founded Daimler Motoren Gesellschaft (Daimler Motor Company, DMG) in Cannstatt in 1890 and under the brand name,Daimler, sold their first automobile in 1892, which was a horse-drawn stagecoach built by another manufacturer, that they retrofitted with an engine of their design. By 1895 about 30 vehicles had been built by Daimler and Maybach, either at the Daimler works or in the Hotel Hermann, where they set up shop after falling out with their backers. Benz and the Maybach and Daimler team seem to have been unaware of each other's early work. They never worked together because

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd. by the time of the merger of the two companies, Daimler and Maybach were no longer part of DMG. Daimler died in 1900 and later that year, Maybach designed an engine named Daimler-Mercedes, that was placed in a specially-ordered model built to specifications set by Emil Jellinek. This was a production of a small number of vehicles for Jellinek to race and market in his country. Two years later, in 1902, a new model DMG automobile was produced and the model was named Mercedes after the Maybach engine which generated 35 hp. Maybach quit DMG shortly thereafter and opened a business of his own. Rights to the Daimler brand name were sold to other manufacturers. Karl Benz proposed co-operation between DMG and Benz & Cie. when economic conditions began to deteriorate in Germany following the First World War, but the directors of DMG refused to consider it initially. Negotiations between the two companies resumed several years later when these conditions worsened and, in 1924 they signed an Agreement of Mutual Interest, valid until the year 2000. Both enterprises standardized design, production, purchasing, and sales and they advertised or marketed their automobile models jointly—although keeping their respective brands. On June 28, 1926, Benz & Cie. and DMG finally merged as the DaimlerBenz company, baptizing all of its automobiles Mercedes Benz as a brand honoring the most important model of the DMG automobiles, the Maybach design later referred to as the 1902 Mercedes-35hp, along with the Benz name. Karl Benz remained a member of the board of directors of Daimler-Benz until his death in 1929 and at times, his two sons participated in the management of the company as well. In 1890, Emile Levassor and Armand Peugeot of France began producing vehicles with Daimler engines and so laid the foundation of the automobile industry in France. The first design for an American automobile with a gasoline internal combustion engine was drawn in 1877 by George Selden of Rochester, New York, who applied for a patent for an automobile in 1879, but the patent application expired because the vehicle was never built. After a delay of sixteen years and a series of attachments to his application, on November 5, 1895, Selden was granted a United States patent (U.S. Patent 549,160) for a two-stroke automobile engine, which hindered, more than encouraged, Management

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd. development of automobiles in the United States. His patent was challenged by Henry Ford and others, and overturned in 1911. In Britain there had been several attempts to build steam cars with varying degrees of success with Thomas Rickett even attempting a production run in 1860.[11] Santler from Malvern is recognized by the Veteran Car Club of Great Britain as having made the first petrol-powered car in the country in 1894[12] followed by Frederick William Lanchester in 1895 but these were both one-offs.[12] The first production vehicles in Great Britain came from the Daimler Motor Company, a company founded by Harry J. Lawson in 1896 after purchasing the right to use the name of the engines. Lawson's company made its first automobiles in 1897 and they bore the name Daimler.[12] In 1892, German engineer Rudolf Diesel was granted a patent for a "New Rational Combustion Engine". In 1897 he built the first Diesel Engine.[9] Steam-, electric-, and gasoline-powered vehicles competed for decades, with gasoline internal combustion engines achieving dominance in the 1910s. Although various pistonless rotary engine designs have attempted to compete with the conventional piston and crankshaft design, only Mazda's version of the Wankel engine has had more than very limited success.

Production

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.

Ransom E. Olds. The large-scale, production-line manufacturing of affordable automobiles was debuted by Ransom Olds at his Oldsmobile factory in 1902. This concept was greatly expanded by Henry Ford, beginning in 1914. As a result, Ford's cars came off the line in fifteen minute intervals, much faster than previous methods, increasing productivity eight fold (requiring 12.5 man-hours before, 1 hour 33 minutes after), while using less manpower.[13] It was so successful, paint became a bottleneck. Only Japan black would dry fast enough, forcing the company to drop the variety of colors available before 1914, until fast-drying Duco lacquer was developed in 1926. This is the source of Ford's apocryphal remark, "any color as long as it's black".[13] In 1914, an assembly line worker could buy a Model T with four months' pay.[13]

Portrait of Henry Ford (ca. 1919) Ford's complex safety procedures—especially assigning each worker to a specific location instead of allowing them to roam about—dramatically reduced the rate of injury. The combination of high wages and high efficiency

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd. is called "Fordism," and was copied by most major industries. The efficiency gains from the assembly line also coincided with the economic rise of the United States. The assembly line forced workers to work at a certain pace with very repetitive motions which led to more output per worker while other countries were using less productive methods. In the automotive industry, its success was dominating, and quickly spread worldwide seeing the founding of Ford France and Ford Britain in 1911, Ford Denmark 1923, Ford Germany 1925; in 1921, Citroen was the first native European manufacturer to adopt the production method. Soon, companies had to have assembly lines, or risk going broke; by 1930, 250 companies which did not, had disappeared.[13] Development of automotive technology was rapid, due in part to the hundreds of small manufacturers competing to gain the world's attention. Key developments included electric ignition and the electric self-starter (both by Charles Kettering, for the Cadillac Motor Company in 1910-1911), independent suspension, and four-wheel brakes.

Ford Model T, 1927, regarded as the first affordable American automobile Since the 1920s, nearly all cars have been mass-produced to meet market needs, so marketing plans often have heavily influenced automobile design. It was Alfred P. Sloan who established the idea of different makes of cars produced by one company, so buyers could "move up" as their fortunes improved. Reflecting the rapid pace of change, makes shared parts with one another so larger production volume resulted in lower costs for each price range. For example, in the 1930s, LaSalles, sold by Cadillac, used cheaper mechanical parts made by Oldsmobile; in the 1950s, Chevrolet shared hood, doors, roof, and windows with Pontiac; by the 1990s, corporate drivetrains and Management

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd. shared platforms (with interchangeablebrakes, suspension, and other parts) were common. Even so, only major makers could afford high costs, and even companies with decades of production, such as Apperson, Cole, Dorris, Haynes, or Premier, could not manage: of some two hundred American car makers in existence in 1920, only 43 survived in 1930, and with the Great Depression, by 1940, only 17 of those were left.[13] In Europe much the same would happen. Morris set up its production line at Cowley in 1924, and soon outsold Ford, while beginning in 1923 to follow Ford's practise of vertical integration, buying Hotchkiss(engines), Wrigley (gearboxes), and Osberton (radiators), for instance, as well as competitors, such as Wolseley: in 1925, Morris had 41% of total British car production. Most British small-car assemblers, from Abbey to Xtra had gone under. Citroen did the same in France, coming to cars in 1919; between them and other cheap cars in reply such as Renault's 10CV and Peugeot's 5CV, they produced 550,000 cars in 1925, and Mors, Hurtu, and others could not compete.[13] Germany's first massmanufactured car, the Opel 4PS Laubfrosch (Tree Frog), came off the line at Russelsheim in 1924, soon making Opel the top car builder in Germany, with 37.5% of the market.[13] See also: Automotive industry Fuel and propulsion technologies

A Radio Taxi in New Delhi. A court order requires all commercial vehicles including trucks, buses and taxis in India to run on Compressed Natural Gas See also: Alternative fuel vehicle

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd. Most automobiles in use today are propelled by gasoline (also known as petrol) or diesel internal combustion engines, which are known to cause air pollution and are also blamed for contributing to climate change and global warming.[14] Increasing costs of oil-based fuels, tightening environmental laws and restrictions on greenhouse gas emissions are propelling work on alternative power systems for automobiles. Efforts to improve or replace existing technologies include the development of hybrid vehicles, and electricand hydrogen vehicles which do not release pollution into the air. Petroleum fuels Main article: Petroleum fuel engine Diesel Main article: Diesel engine Diesel-engined cars have long been popular in Europe with the first models being introduced as early as 1922 [15] by Peugeot and the first production car, Mercedes-Benz 260 D in 1936 by Mercedes-Benz. The main benefit of diesel engines is a 50% fuel burn efficiency compared with 27%[16] in the best gasoline engines. A down-side of the Diesel engine is that better filters are required to reduce the presence in the exhaust gases of fine soot particulates called diesel particulate matter. Manufacturers are now starting to fit[when?] diesel particulate filters to remove the soot. Many diesel-powered cars can run with little or no modifications on 100% biodiesel and combinations of other organic oils. Gasoline Main article: Petrol engine

2007 Mark II (BMW) Mini Cooper Gasoline engines have the advantage over diesel in being lighter and able to work at higher rotational speeds and they are the usual choice for fitting in

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd. high-performance sports cars. Continuous development of gasoline engines for over a hundred years has produced improvements in efficiency and reduced pollution. The carburetor was used on nearly all road car engines until the 1980s but it was long realised better control of the fuel/air mixture could be achieved with fuel injection. Indirect fuel injection was first used in aircraft engines from 1909, in racing car engines from the 1930s, and road cars from the late 1950s.[16]Gasoline Direct Injection (GDI) is now starting to appear in production vehicles such as the 2007 (Mark II)BMW Mini. Exhaust gases are also cleaned up by fitting a catalytic converter into the exhaust system. Clean air legislation in many of the car industries most important markets has made both catalysts and fuel injection virtually universal fittings. Most modern gasoline engines also are capable of running with up to 15% ethanol mixed into the gasoline - older vehicles may have seals and hoses that can be harmed by ethanol. With a small amount of redesign, gasoline-powered vehicles can run on ethanol concentrations as high as 85%. 100% ethanol is used in some parts of the world (such as Brazil), but vehicles must be started on pure gasoline and switched over to ethanol once the engine is running. Most gasoline engined cars can also run on LPG with the addition of an LPG tank for fuel storage and carburettor modifications to add an LPG mixer. LPG produces fewer toxic emissions and is a popular fuel for fork-lift trucks that have to operate inside buildings. The hydrogen powered FCHV (Fuel Cell Hybrid Vehicle) was developed by Toyota in 2005 Biofuels Main articles: Biofuel, Ethanol fuel, and biogasoline Ethanol, other alcohol fuels (biobutanol) and biogasoline have widespread use an automotive fuel. Most alcohols have less energy per liter than gasoline and are usually blended with gasoline. Alcohols are used for a variety of reasons to increase octane, to improve emissions, and as an alternative to petroleum based fuel, since they can be made from agricultural crops. Brazil's ethanol program provides about 20% of the nation's automotive fuel needs, as a result of the mandatory use of E25 blend of gasoline throughout the country, 3 million cars that operate on pure ethanol, and 6 million dual or flexible-fuel vehicles sold since 2003.[17] that run on any mix of ethanol and gasoline. The commercial success of "flex" vehicles, as they are popularly known, have Management

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd. allowed sugarcane based ethanol fuel to achieve a 50% market share of the gasoline market by April 2008.[18][19][20]

Electric Main articles: Electric car, Hybrid vehicle, and Plug-in hybrid

The Henney Kilowatt, the first modern (transistor-controlled) electric car.

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.

2007 Tesla electric powered Roadster

Tata/MDI OneCAT Air Car

A CNG powered high-floorNeoplan AN440A, run onCompressed Natural Gas The first electric cars were built around 1832, well before internal combustion powered cars appeared.[21]For a period of time electrics were considered superior due to the silent nature of electric motors compared to the very loud noise of the gasoline engine. This advantage was removed with Hiram Percy Maxim's invention of the muffler in 1897. Thereafter internal combustion powered cars had two critical advantages: 1) long range and 2) high specific energy (far lower weight of petrol fuel versus weight of batteries). The building of battery electric vehicles that could rival internal combustion models had to wait for the introduction of modern semiconductor controls and improved batteries. Because they can deliver a high torque at low revolutions electric cars do not require such a complex drive train and transmission as internal combustion powered cars. Some post-2000 electric car designs such as the Venturi Fétish are able to accelerate from 0-60 mph (96 km/h) in 4.0 seconds with a top speed around 130 mph (210 km/h). Others have a range of 250 miles (400 km) on the United States Environmental Protection Agency (EPA) highway cycle requiring 3-1/2 hours to completely charge.[22] Equivalent fuel efficiency to internal combustion is not well defined

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd. but some press reports give 135 miles per US gallon (1.74 L/100 km; 162 mpg-imp).

it

at

around

Steam Main article: steam car Steam power, usually using an oil- or gas-heated boiler, was also in use until the 1930s but had the major disadvantage of being unable to power the car until boiler pressure was available (although the newer models could achieve this in well under a minute). It has the advantage of being able to produce very low emissions as the combustion process can be carefully controlled. Its disadvantages include poor heat efficiency and extensive requirements for electric auxiliaries.[23]. Air Main article: Compressed-air car A compressed air car is an alternative fuel car that uses a motor powered by compressed air. The car can be powered solely by air, or by air combined (as in a hybrid electric vehicle) with gasoline/diesel/ethanol or electric plant and regenerative braking. Instead of mixing fuel with air and burning it to drive pistons with hot expanding gases; compressed air cars use the expansion of compressed air to drive their pistons. Several prototypes are available already and scheduled for worldwide sale by the end of 2008, though this has not happened as of January 2009. Companies releasing this type of car include Tata Motors and Motor Development International (MDI). Gas turbine In the 1950s there was a brief interest in using gas turbine engines and several makers including Rover andChrysler produced prototypes. In spite of the power units being very compact, high fuel consumption, severe delay in throttle response, and lack of engine braking meant no cars reached production. Rotary (Wankel) engines Rotary Wankel engines were introduced into road cars by NSU with the Ro 80 and later were seen in theCitroën GS Birotor and several Mazda models. In spite of their impressive smoothness, poor reliability and fuel economy led to them largely disappearing. Mazda, beginning with the R100 then RX-2, has continued research on these engines, overcoming most of the earlier problems with the RX-7 and RX-8. Management

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd. Rocket and jet cars A rocket car holds the record in drag racing. However, the fastest of those cars are used to set the Land Speed Record, and are propelled by propulsive jets emitted from rocket, turbojet, or more recently and most successfully turbofan engines. The ThrustSSC car using two Rolls-Royce Spey turbofans with reheat was able to exceed the speed of sound at ground level in 1997.

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.

History of car With the invention of the wheel in 4000 BC, man’s journey on the road of mechanized transport had begun. Since then he continually sought to devise an automated, labor saving machine to replace the horse. Innumerable attempts reached conclusion in the early 1760s with the building of the first steam driven tractor by a French Captain, Nicolas Jacob Cugnot.

It was however left to Karl Benz and Gottlieb Damlier to produce the first vehicles powered by the internal combustion engine in 1885. It was then that the petrol engine was introduced, which made the car a practical and safe proposition. The cars in this period were more like the cars on our roads today. With cars came the era of speed. The first ever land-speed record was established about a 100 years back, in 1898. Count Gaston de Chasseloup-Laubat of France drove an electric car (in Acheres near Paris) at a speed of 39.24 miles per hour. This flagged off the era of ‘wheels racing’, which lasted till 1964, after which jet and rocket -propelled vehicles were allowed. Then onwards, it has been one big journey...on the roads.

India is an emerging country with huge potential. The domestic economy is now growing at around 9-10% per annum and India’s importance in global terms is being reinforced by rapidly rising exports and domestic consumption. At a time when numbers of a slowdown and overheating in the Indian economy have started gaining momentum, the Indian rupee sprang a surprise by pushing the GDP figure past the trillion-dollar (42,00,000 crore) mark.

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd. The automotive industry is at the center of India’s new global dynamic. The domestic market expanding rapidly as incomes rise and consumer credit becomes more widely available. Manufacturer’s product lines are being continually expanded, as is the local automotive manufacturing base. Expectation are high that India can develop as a global hub for vehicle manufacturers and as an outsourcing center that offers the global automotive industry solution high up the automotive value chain.

India eyes 25 million automotive jobs. India's GDP is set to double over the next decade In percentage terms, the automotive industry's contribution should also double. In dollar terms, the sector's contribution is set to quadruple to some $145bn The automobile industry in India accounts for a business volume of $45 billion and has the potential to grow much faster both through Indian as well as international manufacturers who have established huge facilities in the country With the world’s second largest and fastest-growing population, there is no denying India’s potential in both economic and population terms and the effect it will have on the auto industry in the years to come. The country is already off to a good start, with a well-developed components industry

and a production level of 1 million four-wheeled vehicles a year, plus a further 5 million two- and three-wheelers. The implications, market drivers and scope of a future massive Indian vehicle market are covered in the India Strategic Market Profile, a brandnew forecast of Indian automotive and related activity to 2020. Based on Max Pemberton's unique relational long-term forecasting model, it forecasts car and CV sales, demographics, materials usage, auto industry employment, and explains their inter- year of healthy growth in auto industry.

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd. INDUSTRY GROWTH

Automobile Production Trends

(Number of Vehicles) 2007-08 2008-09

Category 2002-03 2003-04 2004-05 2005-06 2006-07 Passenger 723,330 989,5601,209,8761,309,300 1,545,223 1,777,583 1,838,697 Vehicles Commercial 203,697 275,040 353,703 391,083 519,982 549,006 417,126 Vehicles Three Wheelers 276,719 356,223 374,445 434,423 556,126 500,660 501,030 Two Wheelers 5,076,2215,622,7416,529,8297,608,697 8,466,666 8,026,681 8,418,626 Grand Total 6,279,9677,243,5648,467,8539,743,50311,087,99710,853,930 11,175,479

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.

Future Economy

of

the

Automobile in

the

US

based

consultancy, keystone predicts that India will become world’s third largest automobile market by 2030. Overall size expected to exceed 20 million with compounded annual growth rate of over 12%.

India Then & Now 1983 Number of brands 2 Number of models 2 2008 Number of brands 30 Number of models 70 Some of the Car companies in India: Maruti Suzuki Fiat

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd. General motors (Opel, Chevrolet) Ford Hindustan motors, Mitsubishi Honda Hyundai Baja tempo Marinara Maine elect. Mercedes Benz Nissan San engineering Soda Toyota Top three manufacturers: Maruti Suzuki Tate motors Hyundai

Car segmentation: This is done on the basis of size and price of the car A segment: maruti800, omni B segment: Zen, wagon-r, alto, Santo, polio, indicia C segment: esteem, accent, indigo, icon, Honda city, civic D-segment: opera, Octavia, sonata, monde, accord, corolla, Camry, Mercedes

CHRONOLOGICAL ORDER OF AUTOMOBILE  1897 First Person to own a car in India - Mr Foster of M/s Crompton Greaves Company, Mumbai  1901

First Indian to own a car in India - JamshedJi Tata

 1905 First Woman to drive a car in India - Mrs. Suzanne RD Tata  1905 Fiat Motors  1911 First Taxi in India  1924 Formation of traffic police  1928 Chevrolet Motors  1942 Hindustan Motors

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.  1944 Premier Automobiles Limited  1945 Tata Motors  1947 Mahindra & Mahindra Limited  1948 Ashok Motors  1948 Standard Motors  1974 Sipani Motors  1981 Maruti Suzuki  1994 Mercedes-Benz  1994 General Motors India - Opel brand launch  1995 Ford Motor Company  1995 Honda Siel Cars India  1995 REVA Electric Car Company  1995 Daewoo Motors  1996 Hyundai Motor Company  1997 Toyota Kirloskar Motors  1997 Fiat Motors (Re-Entry)  1998 Mitsubishi Motors  2001 Škoda Auto  2003 General Motors India - Chevrolet brand launch  2005 BMW  2007 Audi  2009 Land Rover and Jaguar

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.

History of Maruti In 1970 , Sanjay Gandhi the son of Indira Gandhi envisioned the manufacture of an indigenous , cost effective , low maintenance compact car for the Indian middle class . Indira Gandhi’s cabinet passed a unanimous resolution for the development and production of a people’s car. Sanjay Gandhi’s company was christened Maruti limited. The name of the car was chosen after a Hindu deity named Maruti Ltd. That time Hindustan Motors’ Ambassador was the chief car and the company had come out with a new entrant the premier Padmini that worked slowly gaining a part of the market share dominated by the ambassador. For the next ten years the Indian car market had stagnated at a volume of 30,000 to 40,000 cars for the decade ending 1983. Sanjay Gandhi was awarded the exclusive contract and license to design, develop and manufacture the “People’s Car.” These exclusive rights of production generated some criticism in certain quarters, which was directly targeted at Indira Gandhi. Over the next few years the company was sidelined to Bangladesh liberation war and emergency. In the early days under the powerful patronage of Sanjay Gandhi the company was provided with free land, tax breaks and funds. Till the end of 1970 the company had not started the production and a prototype test model was welcomed with criticism and skepticism. The company went into liquidation IN 1977. The media perceived it to be another area of growing corruption. Unfortunately Maruti’s started to fly only after the death of Sanjay Gandhi, when Suzuki motors joined the government of India as a joint venture partnered with 50% share. After his death Indira Gandhi decided that the project should not be allowed to die. Maruti’s entered into this collaboration with Suzuki motors. The collaboration heralded a revolution in the Indian car industry by producing the maruti800. It created a record of taking 13 months time to go from design to rolling out cars from a production line. The production of Maruti-800 in 1983 marked the beginning of a revolution in the Indian automobile industry. It brought in the latest technology of that time more fuel efficiency and lower prices that led to the creation of a huge market for all car segments as the Indian, middle class grew in size. This in turn brought in more players in this segment. A number of auxiliary car parts making units were set up as more car Management

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd. manufacturers realized it was more cost effective to make their car parts in India rather than importing them.

Maruti’s major influence was in helping the component industry in the country because of its emphasis on localization and indigenization. As in the beginning that sector hadn’t grown much Maruti’s had to start dozens of joint ventures with Indian entrepreneurs. It got them from foreign collaborations that led to collaborations for other manufacturers so that over a period of time the whole component industry was able to upgrade itself and improve its quality who had given their income leading to major existing export potential vehicle components. It also brought in better methods of financing that allowed more people who given their income levels could not afford to buy a car on their own, to buy cars. It still remains the leader not only in the terms of market share but also in customer satisfaction surveys. It has consistently topped J.D. power quality surveys, including 2005. By the year 1993 the company had sold 1, 96,820 cars. By March 1994 it produced 1 million vehicles becoming the first Indian company to cross the 2 million mark in October, 1997 and rolled out 4 millionth vehicles as Alto-LX .Then it introduced Wagon-R followed by Swift . Swift has been a great success in the market .In 2007 Maruti came up with SX4 and Grand Vitara.

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.

Role of the Sales Person He should be neatly dressed He should have knowledge about various product’s Features Variants Colors Prices Sales promotion campaigns Competitor products , their features , prices ,etc. Latest service and warranty policies Current availability Carry copy of ready reckoner “Do not leave the customer unattended for more than 3 minutes”

Customer Care Team: Role of the Customer Care Manager: Customer Care Manager is the leader of the customer care team. He is accountable for the sales satisfaction index of the dealership. The customer care manager ensures that every customer is properly followed up and feedback is recorded. Also the customer complaints are recorded and resolved as soon as possible to the level of satisfaction. The customer care executives report to the customer care manager. Customer Care Executive:Initially does the Post Sales Follow up (PSF) and monitors the feedback forms at the showroom Post sales follow up PSF’s are done in order to get the first hand feedback form the customer about the experience that they had during the sales and delivery process. The first PSF is done within the 72 hours of delivery and the voice or exact wordings of the customer are recorded. The next PSF call is made after 15 days after the vehicle is delivered. The feedback form system is a very

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd. important tool to obtain customer’s feedback on the experience that the customer had during the purchase of his/her car.

Steps to be followed customer complaint:

after

receiving

Firstly customer acre manager gives a control number to all complaints received and records the same in the customer complaints control register. Then customer acre manager gets in touch with the customer over the phone and expresses regret on the inconvenience faced by the customer Immediate action is taken to ensure that the customer complaint is resolved and writes a letter of apology The customer care manager along with the concerned DSE, then visits the customer, hands over the letter and takes satisfaction note from the customer Then he sends a copy of the letter and the satisfaction note to Maruti Udyog Ltd. And also files a copy of the same in the customer complaints register/file. Then the CCM discusses the customer complaints in the weekly meeting with the general manager on SSI with the entire showroom staff. Necessary counter measures are taken to ensure that such complaints are not repeated in future. All sales staff and managers review customer care activities on daily, weekly and monthly basis. The SSI review meet is conducted regularly.

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.

According to Maruti “A customer is the most important visitor on our premises He is not dependent on us , We are dependent on him, He is not an interruption on our work, He is the purpose of it. He is not an outsider on our business, He is part of it. We are not doing him a favor serving him, He is doing us a favor by giving us the Opportunity to do so” How you communicate Your words Your voice Your body language

7% 35% 58%

Moments of truth Expectation---------------satisfaction---------------------reality If you get what you expected Expectation---------------dissatisfaction----------------reality If you get less than you expected Expectation---------------delight--------------------------reality If you get more than you expected When customers don’t complain they go somewhere else………. Customers don’t complain. They pass on their dissatisfaction to their colleagues , family , greengrocer, suppliers , consultants, managers , sports club, grandparents, neighbours, director, to you…….

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.

Maruti’s Strategic Goal

-Maintained its materials cost despite change in product mix. -Growing shipments of Alto. -Has 55% of the market. -Introduced both petrol and diesel variants of Swift. -Maruti has cut the prices of models including Maruti 800, Omni, Zen, Wagon R, Swift Diesel and Alto. The amount of this price cut varies from Rs. 6,500 for Maruti 800 to Rs. 18,030 for Swift Diesel (in New Delhi). -Maruti Suzuki to invest 200 billion Yen on expansion in India. -Sri Lanka currently is the largest export market for Maruti where it sells 8,000-9,000 cars a year. -Maruti Udyog to enter South African market. -Invest more on marketing and research and development. -They are working on identifying their dealership in the region in collaboration with the parent company Suzuki.

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.

Market Research Project Title – “Customer Satisfaction Survey of Maruti Udyog Limited” Project involves: -Introduction about Maruti -Procedure followed by Maruti for catering to the needs and queries of the customers -Application of Five Force’s Model in the Automobile Industry -Quantitative research -Awareness regarding the facilities provided by Maruti -Overall opinion about Maruti 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

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.

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.

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.

Porter’s Five Forces Model

pppppppotep

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd. Threat of New Entrants – When the industry is profitable there is a threat of the entry of new entrants as they want to share the growth prospects so the existing firms either have to share the growing market pie or part with their own market share o the new entrants like the coming of new Tata Nano in the market which is an A segment car and is known for its low price and would give direct competition to Maruti-800 and would cause lesser sales volume and revenue and lower the returns. As the switching costs from the existing products to a new one is not high so this encourages the foreign companies like Renault and also Indian companies to bring in new models and enter the industry. Today the customer is not brand loyal and if there is product differentiation the promotion is so attractive that it supports the new entrants. Access to the distribution channels is not difficult as can be done by forming joint ventures like Mahindra-Renault. India offers a huge market for small, mid segment cars as the middle class is coming up in a big way and even for the prestige class as new and elite brands have come up and India is producing good number of entrepreneurs. Some of the ways of entering the industry is either directly or by acquisition, joint ventures, licensing, franchises, mergers.

Rivalry Amongst Competitors – In any industry there are countermoves made by the companies to protect themselves. Firms are mutually dependent and the situations keep changing with the actions and reactions of the constituent firms. The desire to be the market leader or to corner a larger market share leads to rivalry amongst competitors. The extent of the rivalry amongst competitors in an industry affects the competition within that industry. When the rivalry is weak, there is likely to be lesser competition, when the rivalry is high the competition is high and its the same in the automobile industry. There is cut throat competition, which leads to under pricing or severely fought competitive battles on the basis of other factors such as delivery, advertising, after sales services. For example when Maruti came up with the ad of a kancha were the tourists are in the hills and there is no food there but there is a Maruti service station in the hilly region. Moreover the demand in India is so large that it encourages competition.

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.

Number of competitors industry in India are:

in

the

automobile

Audi Bentley BMW Chevrolet Daewoo Fiat Ford Hindustan motors Honda Hyundai ICML Lambhorgini Mahindra Mahindra-Renault Maini Maruti-Suzuki Maybach Mercedes Benz Mitsubishi Nissan Opel Porsche Premier Rolls-Royce San Skoda Tata Toyota Volkswogen Volvo

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.

Bargaining Power of BuyersThe bargaining power of buyers of firms in an industry constitutes the ability of buyers, individually or collectively to force a reduction in the prices of products and services, demand a higher quality or better services or to seek more value for their purchases in any way . If the purchasing power of buyers is low then it enables a firm to pass on cost increases to buyers or to make the buyers accept a low quality of product / service at a higher price. As in the automobile industry the switching costs of buyers is low the bargaining power of buyers is more and they are sensitive to price increases. A car constitutes a higher percentage of a buyer’s cost so an increase in the price would make the buyer goto any other brand.

Bargaining power of suppliersBargaining power of suppliers constitutes their ability, individually or collectively, to force an increase in the price of the products or services or make the buyers accept a lower quality of product or level of service a higher supplier bargaining power constitutes a negative feature for existing firms or new entrants of an industry . A low supplier bargaining power enables a firm to negotiate price increases in its favor or to make the suppliers offer higher quality of inputs at a lower price. Suppliers have the ability to integrate forward and backward. But the product is expensive so cannot ignore the customer and has to provide better product like in India now even the B segment cars have advanced technology features like airbags, anti braking systems,etc. Bargaining power in this industry in not very high for the suppliers as there in intense competition and substitutes are easily available. Switching costs are low so more discounts are available and also the prices are reduced to fight competition. The raw material is expensive like steel due to the demand still companies are trying to reduce the cost of production.

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.

Threat of Substitute ProductsSubstitute products or services are those which are apparently different but satisfy the same needs of customers. For example when the demand for swift diesel was high and the supply was less then the customers who could not wait switched to Tata as it makes diesel cars. These days segment B cars are promoted in a way as segment C cars are done so that they can attract the customer and give him a feeling of belonging to the esteem segment.

Knowledgeable Salesperson Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

No. of Respondents 0 0 0 86 14

Percentage 0% 0% 0% 86% 14%

86% people agreed that the sales persons are knowledgeable and 14% strongly disagreed that the sales persons are knowledgeable.

Employees spent enough time with you before sales Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

Management

No. of Respondents 0 0 0 64 36

Percentage 0% 0% 0% 64% 36%

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.

64% people agreed that the sales persons spent enough time with them before the sales and 36% strongly agreed with this.

Employees spent enough time with you during sales Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

No. of Respondents 0 4 0 62 34

Percentage 0% 4% 0% 62% 34%

62% agreed that sales persons spent enough time with them during the sales , while 34% strongly agreed that the sales persons spent enough time with them during sales and only 4% disagreed with this. Employees spent enough time with you after sales Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

Management

No. of Respondents 0 22 0 54 26

Percentage 0% 22% 0% 54% 26%

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.

60% agreed that the sales persons spent enough time with them after sales ,26% strongly agreed with this and 14% disagreed that the sales persons spent enough time with them after sales.

Display of Merchandize Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

No. of Respondents 0 0 0 94 6

Percentage 0% 0% 0% 94% 6%

94% agreed that the display of merchandize was attractive and 6% strongly agreed that the display of merchandize was attractive. Management

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.

Availability of the Product Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

No.Of Respondents 0 4 0 91 5

Percentage 0% 4% 0% 91% 5%

91% agreed that the availability of the product was there, 5% strongly agreed that the availability was there while only 4% said they disagreed with this. Variety/Selection of No.of Merchandize Respondents Percentage Strongly Disagree 0 0% Disagree 6 6% Neither Disagree Nor Agree 0 0% Agree 87 87% Strongly Agree 7 7%

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd. 87% agreed that there was variety/selection of merchandize whereas 7% strongly agreed that enough variety was there and 6% disagreed with this.

Vehicle in Good Condition Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

No. of Respondents 0 2 0 82 16

Percentage 0% 2% 0% 82% 16%

82% agreed that the vehicle was in good condition when delivered ,16% strongly agreed with this whereas only 2% disagreed with this. Prices Are Affordable Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

Management

No. of Respondents 0 12 15 21 52

Percentage 0% 12% 15% 21% 52%

Mathura Devi Institute Of Technology & Page 44

Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd. 64% strongly agreed that the prices are affordable , 21% agreed that the prices are affordable whereas only 15% said that they neither disagreed nor agreed with this. No. of Attractive Discounts Offered Respondents Percentage Strongly Disagree 0 0% Disagree 26 26% Neither Disagree Nor Agree 0 0% Agree 47 47% Strongly Agree 27 27%

55% agreed that the discounts offered are attractive , 34% strongly agreed with this while 11% disagreed and said that the discounts offered were not attractive. Décor Of The Waiting Area Is No. of Pleasing Respondents Strongly Disagree 0 Disagree 0 Neither Disagree Nor Agree 0 Agree 80 Strongly Agree 20

Management

Percentage 0% 0% 0% 80% 20%

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd. 80%agreed that the décor of the waiting area was pleasing while 20% strongly agreed that the décor of the waiting area was pleasing

Offered A Test Drive Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

No. of Respondents 0 20 0 74 6

Percentage 0% 20% 0% 74% 6%

74%agreed that the test drive was offered to them ,6% strongly agreed that the test drive was offered while 20% disagreed with this. Post Sales Follow Up Done Regularly Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

No. of Respondents 0 15 0 59 26

Percentage 0% 15% 0% 59% 26%

59%agreed that the post sales follow ups are done regularly , 26% srongly agreed and 15%disagreed with this.

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd. Responds To complaints Quickly Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

No. of Respondents 0 9 12 61 18

Percentage 0% 9% 12% 61% 18%

64% agreed that the response to complaints is quick ,18% strongly agreed , 12% neither agreed nor disagreed and 6% disagreed with this. Service At Maruti Service No. of Station Is Excellent Respondents Strongly Disagree 0 Disagree 4 Neither Disagree Nor Agree 0 Agree 82 Strongly Agree 14

Percentage 0% 4% 0% 82% 14%

82% said that the service at maruti service station is excellent , 14% strongly agreed while only 4% disagreed with this. Careful

With

Management

Personal No.

of Percentage

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd. Information Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

Respondents 0 0 8 85 7

0% 0% 8% 85% 7%

85% agreed that yes they were careful with personal information, strongly agreed with this and 8% neither agreed nor disagreed. All The Commitments Are Fulfilled Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

No. of Respondents 0 7 0 6 87

Percentage 0% 7% 0% 6% 87%

94% strongly agreed that all the commitments were fulfilled and 6% agreed with this. Value For Money Management

No.

of Percentage

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd. Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

Respondents 0 0 0 2 98

0% 0% 0% 2% 98%

98% strongly agreed that maruti provides value for money while 2% agreed with this. Are you aware of the following facilities provided by maruti Maruti insurance Yes No

No. of Respondents 98 2

Percentag e 98% 2%

98% said yes that they are aware about maruti insurance while only 2% said that they were not aware. Extended warranty Yes No

No. of Respondents 97 3

Percentag e 97% 3%

97% said they were aware about extended warranty and 3% said that they did not know about this.

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.

True value Yes No

No. of Respondents 98 2

Percentag e 98% 2%

98% said they were aware about true value and 2% said they were not aware. Maruti finance Yes No

No. of Respondents 75 25

Percentag e 75% 25%

75% said that they were aware about maruti finance and 25% said that they were not aware of it.

Autocard Yes No

No. of Respondents 84 16

Percentag e 84% 16%

84% said that they were aware about autocard and 16% said that they were not aware of it. Genuine Accessories Yes No

Management

No. of Respondents 85 15

Percentag e 85% 15%

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.

85% said that they were aware of genuine accessories available and 15% said they were not aware.

What is your overall opinion about Maruti ? Choice Very bad Bad Neither bad nor good Good Very good

No. of Respondents 0 0 0 4 96

Percentag e 0% 0% 0% 4% 96%

96% said that there overall opinion about maruti was that it is ver good while 4% said that it is good. How likely would you recommend maruti? 90% people said they would very likely recommend maruti to other people and 10% said they would likely recommend maruti to others.

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.

Net sale of Maruti-

CONCLUSION On an average more than 73% people feel that the prices are affordable whereas 12% do not agree, 74% believe that attractive discounts are offered whereas 26% are not satisfied with the discounts offered. 20% said that the test drives are not offered and 15% said that post sales follow ups are not done regularly whereas 85% said that they were done regularly but people feel that it is the people’s car as it is satisfactory on all other parameters: knowledgeable sales persons , employees spent enough time before and during sales, display of merchandise is attractive, availability of product, variety of merchandize, vehicle in good condition, prices are affordable, attractive discounts are offered, décor of the waiting area is pleasing, responds to complaints quickly, service at maruti service station is excellent, careful with personal information and is value for money . The overall opinion about maruti is very good. Management

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.

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.

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Bibliography: www.google.com www.marutiudyog.com Automobile Magazines Marketing Management by Philip Kotler Kothari. C. R, Research Methodology, New Age International(P) Ltd., New Delhi

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.

Being an esteem customer of Maruti Udyog Limited you are requested to take out a few minutes and fill the following questionnaire. Q.1) How long have you been associated with Maruti? Q.2.)How would you rate Maruti on the following Strongly Disagre disagre e e

parameter Neither agree agree Nor disagre e

Strongl y agree

Knowledgeable sales person Employees spent enough time with you: before sales During sales After sales Display of merchandise is attractive Availability of the product Variety/selection of merchandise Vehicle in good condition Prices are affordable Attractive discounts offered Décor of the waiting area is pleasing Offered a test drive Post sales follow ups are done regularly Responds to complaints

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd. quickly Service at Maruti service station is excellent Careful with personal information All the commitments are fulfilled Value for money Q.3)Are you aware of the following facilities provided by maruti Yes

No

Maruti insurance Extended warranty True value Maruti finance Autocard Genuine accessories

Q.4) What is your overall opinion about Maruti? Very Bad Good 1

Bad 2

Neither Bad 3

Good

Very Nor Good

4

5

Q.5) How likely would you recommend Maruti? Very Unlikely 1

2

3

Date

4

Very Likely 5 Sign

Thank You for your prestigious time.

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Automobile & Customer Satisfaction Survey of Maruti Udyog Ltd.

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