PROJECT REPORT ON

CONSUMER SATISFACTION TOWARDS DIESEL HATCHBACK CARS IN PUNJAB A COMPARATIVE STUDY BETWEEN MARUTI SUZUKI SWIFT AND HYUNDAI i20

Submitted in partial fulfillment of the requirement for the MBA (IC) program of Punjabi University, Patiala. Session: 2007-12
SUBMITTED BY: Jasvir Singh Roll no. MF-209

Under the guidance and support of

Mr. Harpreet singh (Asst. prof.)

TALWANDI SABO Distt.{BATHINDA}

TABLE OF CONTENTS
SUPERVISOR CERTIFICATE DECLARATION ACKNOWLEDGEMENT LIST OF TABLES LIST OF FIGURES

Sr.No. 1 2 3 4 5

TOPIC Introduction Review Of Literature Research Design Data Analysis And Interpretation Findings & Suggestions Bibliography Annexure : Questionnaire

Page No. 1 16

SUPERVISOR CERTIFICATE
This is to certify that MR. JASVIR SINGH of our institute has completed his dissertation in Automobile Industry and carried out a study on Customer Satisfaction Towards Diesel Hatchback cars In Punjab, under my Supervision and that no part of his research project has been submitted for any other degree. This assistance of help received during the course of investigation have been fully acknowledged. JASVIR SINGH MR. HARPREET SINGH (ASST PROF)

ACKNOWLEDGEMENT
Many lives & destinies are destroyed due to the lack of proper guidance, direction & opportunities. It is in the respect we feel that we are much better condition to day to day continuous process of motivation & focus provided by my friends. The process of completion of this seminar was a tedious job & requires careful & support at all stage. Firstly we are thankful to my parents and family members for providing us the opportunity to build our carrier of management. And here I would like to thank Mr.Harpreet singh (Asst. Prof.) who helped me a lot to prepare my project.

Jasvir singh

LIST OF TABLES Sr. No. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26. Particulars
Income Group Occupation Education Level. Do you own a Car? Which Segment car do you own? Which company car do you own? Which Car you own ? What is the purpose of using this Car ? Are you aware of all the models of diesel hatchback cars available in the market? Better Fuel Efficiency The car is competitively priced The product signifies a good Brand Image Pick Up of the car is satisfactory Spare parts are easily available The car is luxurious as compared to other cars in the same class. Large Boot Space is available. Entertainment Features are impressive and at par with competitors. Adequate Ground Clearance Adequate safety features are available. Interiors is impressive. Satisfactory after Sale services Have you ever recommended your car to any one? Have you ever faced any problem with your car? factors in order of preference when you decided to buy this car factors in order of preference when you decided to buy this car Reasons for preferring diesel car over petrol model.

LIST OF FIGURES

Sr. No. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24.

Particulars
Income Group Your Occupation Education Level. Do you own a Car? Which Segment car do you own? Which company car do you own? Which Car you own ? What is the purpose of using this Car ? Are you aware of all the models of diesel hatchback cars available in the market? Better Fuel Efficiency The car is competitively priced The product signifies a good Brand Image Pick Up of the car is satisfactory Spare parts are easily available The car is luxurious as compared to other cars in the same class. Large Boot Space is available. Entertainment Features are impressive and at par with competitors. Adequate Ground Clearance Adequate safety features are available. Interiors is impressive. Satisfactory after Sale services Have you ever recommended your car to any one? Have you ever faced any problem with your car? Reasons for preferring diesel car over petrol model.

INTRODUCTION TO CUSTOMER SATISFACTION

Customer satisfaction, commonly abbreviated CS, is a business term which is used to capture the idea of measuring how satisfied an enterprise's customers are with the organization's efforts in a marketplace. It is seen as a key business performance indicator and is part of the four perspectives of a Balanced Scorecard.

Every organization has customers of some kind. The organization provides products (goods and/or services) of some kind to its customers through the mechanism of a marketplace. The products the organization provides are subject to competition whether by similar products or by substitution products. Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. However, the importance of customer satisfaction diminishes when a firm has increased bargaining power. For example, cell phone plan providers, such as AT&T and Verizon, participate in an industry that is an oligopoly, where only a few suppliers of a certain product or service exist. As such, many cell phone plan contracts have a lot of fine print with provisions that they would never get away if there were, say, a hundred cell phone plan providers, because customer satisfaction would be way too low, and customers would easily have the option of leaving for a better contract offer.

MEASURING CUSTOMER SATISFACTION

Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service.

The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organization's products. Because satisfaction is basically a psychological state, care should be taken in the effort of quantitative measurement, although a large quantity of research in this area has recently been developed. Work done by Berry, Brodeur between 1990 and 1998 defined ten 'Quality Values' which influence satisfaction behavior, further expanded by Berry in 2002 and known as the ten domains of satisfaction. These ten domains of satisfaction include: Quality, Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-departmental Teamwork, Front line Service Behaviors, Commitment to the Customer and Innovation. These factors are emphasized for continuous improvement and organizational change measurement and are most often utilized to develop the architecture for satisfaction measurement as an integrated model. Work done by Parasuraman, Zeithaml and Berry between 1985 and 1988 provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived experience of performance. This provides the measurer with a satisfaction "gap" which is objective and quantitative in nature. According to Garbrand, customer satisfaction equals perception of performance divided by expectation of performance. The usual measures of customer satisfaction involve a survey instrument with a set of statements using a Likert Technique or scale. The customer is asked to evaluate each statement and in term of their perception and expectation of the performance of the organization being measured.

CUSTOMER SATISFACTION IN 7 STEPS

1. ENCOURAGE FACE-TO-FACE DEALINGS

This is the most daunting and downright scary part of interacting with a customer. If one not used to this sort of thing it can be a pretty nerve-wracking experience. Rest assured, though, it does get easier over time. It's important to meet your customers face to face at least once or even twice during the course of a project.

2. RESPOND TO MESSAGES PROMPTLY & KEEP YOUR CLIENTS INFORMED

This goes without saying really. We all know how annoying it is to wait days for a response to an email or phone call. It might not always be practical to deal with all customers' queries within the space of a few hours, but at least email or call them back and let them know you've received their message and you'll contact them about it as soon as possible. Even if you're not able to solve a problem right away, let the customer know you're working on it.

3. BE FRIENDLY AND APPROACHABLE

It's very important to be friendly, courteous and to make your clients feel like you're their friend and you're there to help them out. There will be times when you want to beat your clients over the head repeatedly with a blunt object - it happens to all of us. It's vital that you keep a clear head, respond to your clients' wishes as best you can, and at all times remain polite and courteous.

4. HAVE A CLEARLY-DEFINED CUSTOMER SERVICE POLICY

This may not be too important when you're just starting out, but a clearly defined customer service policy is going to save you a lot of time and effort in the long run. If a customer has a problem, what should they do? If the first option doesn't work, then what? Should they contact different people for billing and technical enquiries? Making sure they know exactly what to do at each stage of their enquiry should be of utmost importance. So make sure your customer service policy is present on your site -- and anywhere else it may be useful.

5. ATTENTION TO DETAIL

Even if it's as small as sending a Happy Holidays email to all your customers, it's something. It shows you care; it shows there are real people on the other end of that screen or telephone; and most importantly, it makes the customer feel welcomed, wanted and valued.

6. ANTICIPATE YOUR CLIENT'S NEEDS & GO OUT OF YOUR WAY OUT

TO

HELP THEM

Sometimes this is easier said than done! However, achieving this supreme level of understanding with your clients will do wonders for your working relationship.

7. HONOR YOUR PROMISES

When you promise something, deliver. Clients don't like to be disappointed. Sometimes, something may not get done, or you might miss a deadline through no fault of your own. Projects can be late, technology can fail and sub-contractors don't always deliver on time. In this case a quick apology and assurance it'll be ready ASAP wouldn't go a miss.

INDIAN AUTOMOBILE INDUSTRY

During the 1920s, cars exhibited design refinements such as balloon tires, pressed-steel wheels, and four-wheel brakes.

IN BRIEF
The origin of automobile is not certain. In this section of automobile history, we will only discuss about the phases of automobile in the development and modernization process since the first car was shipped to India. We will start automotive history from this point of time. The automobile industry has changed the way people live and work. The earliest of modern cars was manufactured in the year 1895. Shortly the first appearance of the car followed in India. As the century turned, three cars were imported in Mumbai (India). Within decade there were total of 1025 cars in the city. The dawn of automobile actually goes back to 4000 years when the first wheel was used for transportation in India. In the beginning of 15th century Portuguese arrived in China and the interaction of the two cultures led to a variety of new technologies, including the creation of a wheel that turned under its own power. One of the highest-rated early luxury automobiles was the 1909 Rolls-Royce Silver Ghost that featured a quiet 6-cylinder engine, leather interior, folding windscreens and hood, and an aluminum body. It was usually driven by chauffeurs and emphasis was on comfort and style rather than speed.

During the 1920s, the cars exhibited design refinements such as balloon tires, pressedsteel wheels, and four-wheel brakes. Graham Paige DC Phaeton of 1929 featured an 8-cylinder engine and an aluminum body. The 1937 Pontiac De Luxe sedan had roomy interior and rear-hinged back door that suited more to the needs of families. In 1930s, vehicles were less boxy and more streamlined than their predecessors. The 1940s saw features like automatic transmission, sealed-beam headlights, and tubeless tires.

INDIAN AUTOMOBILE COMPANIES

India is the 11th largest Passenger Cars producing countries in the world and 4th largest in Heavy Trucks.

CURRENT SCENARIO

Maruti Suzuki is the largest player in the passenger car market in India. Hero Honda is the largest manufacturer of motorcycles. Hyundai Motors India is the second largest player in passenger car market. Sundram Fasteners, Sundaram Clayton, Bharat Forge and Rico Auto supplies components to global majors like Ford, General Motors and Land Rover. Tata Motors is the fifth largest medium & heavy commercial vehicle manufacturer in the world.

OVERVIEW

In 1980s Hindustan Motors (HM) was leading car manufacturer in India. HM is popular with its Ambassador model. In 1970s, Sanjay Gandhi, son of Indira Gandhi envisioned "People's Car." Maruti Udyog Ltd. was set up to manufacture budget cars. In 1993 foreign auto makers entered the Indian market.

GLOBAL PLAYERS IN INDIA Segments

Cars/ SUVs

Companies

Suzuki Honda Toyota Mitsubishi GM Ford Audi BMW TVS Hero Honda Bajaj Auto Tata Ashok Leyland Tatra Eicher-Mitsubishi

Daimler-Chrysler Skoda Fiat Hyundai Tata M&M Volvo Yamaha Kinetic LML Swaraj Mazda Mahindra & Mahindra Volvo

Two-wheelers

CVs

GROWTH OF CAR INDUSTRY IN INDIA

Not very long ago, the only cars that were available in India were the Ambassador and the Premier Padmini . The Ambassador was a replica of the Morris Oxford - an old British car, while the Premier Padmini was a Fiat 1100 assembled in India. All that was in pre-liberalization India, which existed before 1991, when the first liberalization measures were announced. Earlier, the production of the Maruti Suzuki 800

hatchback car in 1983 - a joint venture between Government of India and Suzuki Motors of Japan, paved the way for a renaissance in the Indian automobile sector. Post liberalization, India is on every car manufacturer's map. The reasons are not hard to notice. Currently, India is the second largest two-wheeler market and the fourth largest commercial vehicle market in the world. Not only it is the eleventh largest passenger car market globally, but it is also expected to be the seventh largest by 2016. Post liberalization, many foreign manufacturers have lined up and have setup base in India. Other domestic manufacturers have also improved production levels and are in the race for producing better models as well. Some of the car manufacturers who have set up base in India are Audi, BMW, Chevrolet Fiat, Ford, Honda, Hyundai, Mahindra, Maruti, Mercedes, Mitsubishi, Skoda, Suzuki, Tata, Toyota, Volkswagen, and Volvo. India's economic growth is booming currently. These manufacturers have set up manufacturing facilities in India, or are importing cars and spares to meet the demands of this growing market. For example, companies like Ford are planning to make India a regional hub for exports of both small cars as well as engines. According to Mr. Michael Boneham, President Designate for Ford India, the company plans to export the small car and the engine for markets abroad. He indicated that one of the markets would be chiefly Ford Asia Pacific Region while other markets are under consideration presently. There are many reasons for the impressive growth of the Indian car industry. Some of these are comparatively easy availability of vehicle finance, attractive rates of interest, and convenient installments. Competition has forced manufacturers to be innovative and responsive to customer demands and needs. Now that India is not alien to quality and perfection, customer expectations have soared to higher levels. Depending upon customers needs, four segments - small, midsize, premium and sports utility vehicles currently represent the car market in the country.

A niche concept cars segment is also emerging wherein reputed re-modelers like DC Chabria cater to individuals who wish to remodel their vehicles to create concept cars for their use. Contrarily, a segment is also emerging comprising of people who wish to upgrade to cars from two wheelers. Tata already is in the process of launching the small car Nano to suit this segment's needs. Many other car manufacturers such as Bajaj Auto are also following suit and are in the process of coming up with their specific versions to cater to this segment.

Currently, there is high demand for cars across all these segments. With the growing economy, people left with a lot of disposable income spend it towards meeting their mobility needs such as cars. Banks and other financial institutions have an assortment of vehicle loan schemes with attractive rates of interest and convenient installments. These schemes encourage people to go in for loans to purchase cars of their choice. Additionally, a convenient union budget in the current financial year (2008-09) has worked in favor of the automobile sector, which has seen an uptrend in sales across various segments. The latest trend of new cars on Indian road has led to the emergence of an entirely new market in second hand cars too. Many entrepreneurial and professional dealerships have sprung up in many cities in India dealing in second hand cars. The growth of the second hand market is not surprising. The new car market has grown at an incredible pace in India. As mentioned, loans are easily available in the country for purchase of new cars. Moreover, many people are now upwardly mobile. Therefore, people who were earlier part of the small car segment now have moved over to the premium car segment, and those in this segment have moved over to the luxury car segment. Therefore, the trend is to get rid of the cars that defined them as part of the earlier segments and buy cars that identify them with the newer segments. Apparently, the desire for newer cars and models is yet another reason. People get attracted by newer models, which prompt them to acquire them. This makes them sell their current cars for reasonable resale values.

This phenomenon benefits those who want to buy cars, but are not able to afford new ones. Many companies like Maruti Suzuki (Maruti True Value) have also established resale showrooms where people can purchase genuine, good condition, second hand cars at reasonable prices. With the emergence of favorable trends in the automobile sector in India, what remains to be seen is how these developments will go a long way to transform the mobility needs of the ordinary Indian.

COMPANY PROFILE MARUTI UDYOG LTD.

COMPANY FLASHBACK
Maruti Udyog Ltd. (MUL) is the first automobile company in the world to be honored with an ISO 9000:2000 certificate. The company has a joint venture with Suzuki Motor Corporation of Japan. It is said that the company takes only 14 hours to make a car. Few of the popular models of MUL are Alto, Baleno, Swift, Wagon-R and Zen. The largest automobile manufacturer in South Asia, Maruti Suzuki India Ltd., is a publicly listed automaker in India and a subsidiary of Suzuki Motor Corporation of Japan, incorporated in February, 1981. Largely credited for having brought in a revolution in the Indian automobile industry, the automaker began its production in 1983 with Maruti 800.

SEGMENT AND BRANDS Product s

Brands

Four

Maruti 800 Maruti Suzuki Omni Maruti Suzuki Versa

Maruti Suzuki Alto Maruti Suzuki SX4 Maruti Suzuki Eeco

Suzuki Kizashi Maruti Suzuki Swift Maruti Suzuki Wagon-R Maruti Suzuki ritz

Wheelers Maruti Suzuki A Star

Maruti Suzuki Grand Vitara XL-7 Maruti Gypsy King

Maruti Suzuki Zen Estilo Maruti Suzuki Swift DZire

CAR DETAILS

Maruti Swift, the 5 seated hatchback has been winning hearts since many years now. Maruti Swift was first launched in India in 2005 and in the year 2007 the Maruti Swift diesel version was introduced. It has been one of the favorite hatchback cars in India. Swift is a European designed product and is a premium compact car and it has created a segment for itself in India. The new Swift has been launched at a time when there is a significant demand for outgoing model. The new Swift has been developed in collaboration with Suzuki engineers. Over 32 Japanese engineers and 100 engineers in India worked day in and day out to produce this lively and refreshed avatar-New Maruti Swift. In the category of B-segment cars, New Maruti Swift delivers new quality of power, response and fuel efficiency. The European edition of Swift is available in three to five way door opening options. However, in India we have the five-door Swift. New Swift is a car with great body graphics that offers the car a very aggressive and sporty look. The sporty look of the car

has made it the most demanding car amongst the young crowd. New Maruti Swift alike outgoing Swift is said to be a head turner with mind blowing style, design, technology and power attached to it. Compared to the outgoing Swift, the new Swift is swifter with more acceleration apart from more power to weight ratio. Besides, new Swift also offers improved fuel efficiency. There are as many as 140 new features in the new Swift. Some of the features have appeared first time on any entry variant. With new look, enhanced features and more mileage, the new Swift is sure to set a new benchmark in the premium compact car segment in India. New Maruti Swift is packed with many comfort features as well as safety features like power steering, tilt steering, power windows, air bags, electronic brake force distribution and even brake assist. New Maruti Swift also features ABS and SRS airbags.

MARUTI SUZUKI SWIFT SPECIFICATIONS

Variants

Engine Transmission Description

Mileage Power City Highway AC

Power Central Steering Locking

LDI BSIV (Diesel Manual ) VDI BSIV (Diesel Manual ) ZDi (Diesel) Manual

1248cc 4 Cylinder 18.1 22.9 16 Valve 1248cc 4 Cylinder 18.1 22.9 16 Valve 1248cc 4 Cylinder 18.1 22.9 16 Valve

75 PS @ Not Standard Standard 4000 rpm Available

75 PS @ Standard Standard Standard 4000 rpm

75PS @ Standard Standard Standard 4000RPM

HYUNDAI MOTOR INDIA LIMITED

"DRIVE YOUR WAY" COMPANY FLASHBACK

Hyundai Motor is South Korea's largest car maker and sixth largest car maker in the world. Hyundai Motor India Limited (HMIL) is the second largest and the fastest growing car manufacturer in India. Santro, Getz, Accent, Elantra, Sonata Embera and Tuscon are the most successful brands of HMIL. The company is an ISO 14001 for its sustainable environment management practices. HMC is also the world's sixth largest car maker and operates the world's largest integrated automobile manufacturing facility in Ulsan, South Korea. In India the company is known by Hyundai Motor India Limited (HMIL). It is a wholly owned subsidiary of Hyundai Motor Company and is the second largest and the fastest growing car manufacturer in India. Currently the company markets 32 variants of passenger cars in six segments. Santro in the B segment, Getz in the B+, the Accent in the C segment, Elantra in the D segment, Sonata Embera in the E segment and the Tucson in the SUV segment.

SEGMENT AND BRAND

Product s
Four

Brands
Hyundai Accent Hyundai Sonata Embera Hyundai Elantra Hyundai i20 Hyundai Tucson Hyundai Getz Hyundai Santro Xing Hyundai Verna

Wheelers Hyundai i10

CAR DETAILS

In the hatchback category of cars Hyundais new i-Gen i20 is the upgraded model of the popular Hyundai i20. This new Hyundai i20 is even more spacious and stylish. It has amazing eye catching features. The charisma of the new fluidic Hyundai i20 is outstanding. The roomy and spacious interiors along with the sleek and smart looks of the car, add a positive sense to the overall appeal and appearance. The amazing looks and technology used in the new Hyundai i20 is by and large inspired by its premium hatchback model Hyundai i30 which has already been launched in Europe and Korea. Hyundai i20 was brought to India first in 2009. Though the market has seen a few facelifts earlier also, with 2012 Hyundai i20, we see the launch of the second generation of the i20. With the i-gen i20, Hyundai is all set to sweep the market and carve a niche for them in the A2 hatchback segment. This premium hatchback is fully enabled with breathtaking looks and does not compromise on the quality features. Unlike the older version, the new model flaunts the latest

fluidic design. This fluidic design is seen in all the latest versions of the Hyundai cars, be it new Hyundai Sonata or the new Hyundai Verna. This new generation car is fitted with large headlamps and fog lamps. Latest version of the i20 is packed with many advanced features that are complementing the style and sophistication it carries.

HYUNDAI I20 SPECIFICATIONS

Variants Magna CRDi (Diesel) 1.4

Engine Transmission Description

Mileage Power City Highway AC

Power Central Steering Locking

Manual

1396cc 4 Cylinder 18.4 21.9 16 Valve 1396cc 4 Cylinder 18.4 21.9 16 Valve 1396cc 4 Cylinder 18.4 21.9 16 Valve 1396cc 4 Cylinder 18.4 21.9 16 Valve 1396cc 4 Cylinder 18.4 21.9 16 Valve

90PS at Standard Standard Standard 4000rpm 90PS at Standard Standard Standard 4000rpm 90PS at Standard Standard Standard 4000rpm 90PS at Standard Standard Standard 4000rpm 90PS at Standard Standard Standard 4000rpm

Era 1.4 Manual CRDi(Diesel) Magna Optional 1.4 Manual CRDi (Diesel) Sportz 1.4 Manual CRDi(Diesel) Asta 1.4 Manual CRDi(Diesel)

FACE TO FACE COMPARISON

Hyundai i20 2012 Asta 1.4 CRDI

Maruti Suzuki Swift ZDi

Avg. Ex-Showroom Price Features Air Conditioner Power Windows Power Steering Anti-Lock Braking System Air-Bags (Driver | Passenger) Leather Seats

Rs. 7,52,451

Rs. 6,77,406

NA CD Player Specs Overall Length (mm) Overall Width (mm) Overall Height (mm) Kerb Weight (kg) Mileage Overall (km/liter) Hyundai i20 2012 Asta 1.4 CRDI 3995 1710 1505 NA NA

NA

Maruti Suzuki Swift ZDi 3850 1695 1530 1080 NA

Seating Capacity (person) No of Doors Displacement (cc) Power (PS@rpm) Torque ( Nm@rpm) Transmission Type Gears Minimum Turning Radius (meter) Tyres

5 5 1396 90@4000 219@2750 Manual 6 NA 185/65 R14

5 5 1248 75@4000 190@2000 Manual 5 4.8 185/65 R15

REVIEW OF LITERATURE
Relevant literatures pertaining to the present study on four wheeler automobile industry are included in this chapter. The literatures are helpful for proper understanding the four wheeler automobile industry and its various related aspects. Review of literature is also helpful in effectively fulfilling the objectives for which the research project has been undertaken. G.S. Dangayach and S.G. Deshmukh,(1994) in their study on Advanced manufacturing technologies: evidences from Indian automobile companies in International Journal of Manufacturing Technology and Management, reports the findings of an exploratory survey on Advanced manufacturing technologies (AMT) administered in Indian automobile companies. The objective of the survey is to assess the status of advanced manufacturing technologies, identify advanced manufacturing technologies relevant to Indian automobile sector companies, identify competitive priorities, and assess the degree of investment in advanced manufacturing technologies. Responses from 68 companies are analyzed and presented. RNCOS industry,(1998) in their study of Indian Automobile Sector provides a forecast and analysis based on various macro- and microeconomic factors, sector and industry specific databases, and an in-house statistical and analytical model. This model takes into account the past and current trends in an economy, and more specifically in an industry,

to bring out an objective market analysis. In this research main topics covered are: Study of the Indian automobile industry structure, Analysis of performance of industry subsegments and their future outlook, Understanding the Indian auto component market and its growth aspects, Identification of future prospects for the Indian automobile industry.

S. Saraswathi,(2004) undertook a study on Customer Satisfaction on Post-Sales Service with Reference to Four-Wheeler Automobile Industry which reveals that the key to success of automobile industry lies not only in having good products but also in being able to provide the customer with the level of service they desire. Because of increasing competitiveness in the Indian automobile industry, almost all automobile manufacturers have invested valuable resources on customer satisfaction as a tool to understand the needs and expectations of their customers. Increased presence of four-wheeler vehicles throughout the country has created a growing need for providing service infrastructures closer to the customers' homes or offices. Akie Takeuchi, Maureen Cropper and Antonio Bento,(1995) in the Journal of Regional Sciences published a paper on The impact of policies to control motor vehicle emissions in Mumbai, India which examines the impacts of measures to reduce emissions from buses, cars, and four-wheelers in Mumbai, India. They have considered three possible policies: conversion of diesel buses to CNG, an increase in the price of gasoline and a tax on vehicle ownership. In The Wall Street Journal, India Info line Sector Reports,(2003) published a report on Automobile- Indian four Wheelers Industry which reveals that India is the second largest manufacturer and producer of four-wheelers in the world. It stands next only to Japan and China in terms of the number of four-wheelers produced and domestic sales respectively. This distinction was achieved due to variety of reasons like restrictive policy followed by the Government of India towards the passenger car industry, rising demand for personal transport, inefficiency in the public transportation system etc

 Dr. Amit Kumar Dwivedi and Mr. Punit Kumar Dwivedi,(2008) in their article on Automobile Sector: Industry Vs Indian Middle Class in Indian MBA concluded that that there are great opportunities and possibilities in the automobile sector. But hike in the fuel price is influencing the market of this industry. There is a need of a very liberal policy for the fuel prices and requires a great good deal with fuel supplying countries. Though, the performance of the industry is better instead of high and unfavourable fuel policy. The new launching of Tata's Nano 'One Lakh Car' which is also known as People's Car is also a very good strategy to capture the middle class customers. Introduction of Nano and Bajaj Lite will definitely affect the growth and sales volumes of cars which will also affect the industry by reaching, catching the Indian middle class and fulfilment of their own car need. Sunila George, Raghbendra Jha, Hari K. Nagarajan,(1997) in their research paper on The Evolution and Structure of the four-wheeler Industry in India studied the evolution of the competitive structure of the two-wheeler industry in India. The evolution of the industry's competitive structure is traced using Kendalls Index of Rank Concordance and the Evans-Karras test of convergence. The industry seems to be characterized by oligopoly with the onset of economic reforms not making much difference to industrial structure. Convergence of sales and capacity at the level of the industry is conditional while it is absolute at the level of the segment. Dr A. Subbiah and S. Jeyakumar,(1999) in their market survey report on Automobiles: the Engines of Economic Growth concluded that A sound transportation system plays a pivotal role in a countrys rapid economic and industrial development. The welldeveloped Indian automotive industry ably fulfils this catalytic role by producing a wide variety of vehicles. They also studied Size and structure of the Indian automotive industry, production trends and exports trends. They also concluded that the manufacturers must take necessary steps to increase the production of automobiles in

India. They should adopt latest technology and introduce new models to face stiff competition from foreign manufacturers. Venkoba Rao,(2006) Air travel has taken off in India. The Indian aviation sector thundered up with incredible numbers both in terms of traffic and volumes during 200607. With sustained economic growth over the past few years coupled with other factors like increasing liberalization, rapid urbanization, rising disposable income and increasing interest in tourism have all fuelled up business and leisure travel market in India. This resulted in an explosion of the Indian aviation sector that is expected to grow at 20% annually over the next five years . Zainurin Bin Dahari, (2008) Customer satisfaction is a significant issue for most marketers in order to maintain loyalty. Therefore, the mobile phone operators facilitate numerous marketing activities across the nations in order to capture their loyalty. The current research looked into determinants of customer satisfaction in the mobile phone operators in Malaysia. For this reason, a total of about one hundred questionnaires were randomly distributed to customers of a specific area in Malaysia back in 2009. Results indicate that there is a strong relationship among service quality, brand image and price towards customer satisfaction.

OBJECTIVE OF THE STUDY

1. To study the Hatchback diesel cars model of MSIL & HMIL 2. To study the Customer satisfaction towards diesel hatchback cars of both the Companies. 3. To study the reason for preferring diesel model of car. 4. To give suitable suggestions to the selected corporations to improve satisfaction level of its customers.

LIMITATIONS OF THE STUDY

Nothing is perfect in this mandate world and this study is no exception. Given below are the limitations of the study so that the findings of the study may be understood in their right perspective.

1. The result of this research cannot be termed as making a fair representation of the
perception of the population.

2. Study was confined to the Bathinda city. 3. Language problem was there as some of the respondents facing problem while filling the
questionnaire in English.

4. Sample size taken was 100 respondents, the result might have varied had there been a
larger sample size.

5. It is very much possible that some of the respondents may have given the incorrect
information. The last but the most important point to that survey was carried through Questionnaire and the Questions were based on perception. Most important is positioning. But there may be certain aspects not taken into consideration.

RESEARCH METHODOLOGY
When we talk of Research Methodology, we not only talk of Research Methods but also take into consideration the logic behind the methods which we use in the context of our research study and explain why we use or why we are using a particular method or technique. The information that is to be needed for fulfilling the objective of study was collected from various primary and secondary sources.

MEANING OF RESEARCH

Research is defined as a scientific and systematic search for pertinent information on a specific topic. Research is an art of scientific investigation. It is an academic activity. It is a systematized effort to gain new knowledge.

SURVEY DESIGN
The study is a cross sectional study because the data were collected at a single point of time. For the purpose of present study a related sample of population was selected on the basis of convenience.

SAMPLING DESIGN
Target Population - The respondents are those who are having their own diesel hatchback Cars. Sample size 100 persons. Sampling Technique - In this study, the respondents were chosen through convenience and judgmental sampling. Sample Area - Bathinda city Data Analysis Data collection through survey was analyzed with the help of simple percentage, tabular and graphic method that includes both graphs and pie charts.

DATA COLLECTION TECHNIQUE

The whole secondary data were collected from industry profile, books, magazines and internet. While primary data where collected though survey. The customer survey was done though the questionnaire. Question consists of multiple questions and 5 point rating scale. A copy of questionnaire has been attached with the report.

SOURCE OF DATA

There are two types of data: primary data and secondary data. Primary data are collected with the help of questionnaire and secondary data was taken from industry profile, books, magazines and internet. The information brochures of certain companies, informal links with concerned person in this line, articles in newspapers and magazines and journals have also been consulted as a secondary source of information.

RESEARCH PLAN
The research study is Exploratory in nature. The established objectives were kept in mind during the study, however the hypothesis was formed as the study was made in the form of descriptive design attempting to analyze the attitude of respondents. This chapter describes the methodology of the study.

ANALYTICAL TOOLS
A structured questionnaire is administer for the purpose of obtaining information form the respondents. Care is taken to put the questions related to subject. It contains close-ended questions as the objective demanded.

Income Group

Table4.1: Up to 10000 20000-30000 30000-40000 40000 Above Figure4.1: 0 37 33 30

IncomeGroup
0% 30%

37% Up to 10000 20000-30000 30000-40000 33% 40000 Above

Interpretation: All the respondents are from three groups, and the group is the one who has
the income between 20000 and 30000 most of the respondents and there is no person having the income below 10000 pm.

Your Occupation

Table4.2: Farmer Student Govt. Service Businessman Figure4.2: 15 25 25 35

Interpretation: Car is the need of every one these days, Businessmen can easily afford it.
However , due to increase in income level , govt. Servants, students and from have also started buying it.

Education Level.

Table4.3: Matric Higher Secondary Graduate Post Graduate PhD Figure4.3: 10 20 34 36 0

Interpretation: Maximum respondents are Post Graduate and Graduate ones i.e. , 36% and
34 % , there is no one with PhD . It makes it quite clear that education has nothing to do in buying of car.

1. Do you own a Car?

Table4.4: Yes No Figure4.4: 100 0

Interpretation: The questionnaire was administered to only those people who were either
driving Maruti Suzuki Swift or Hyundai i20. The sample comprised of 100 respondents.

2. Which Segment car do you own?

Table4.5: Hatchback Sedan SUV Figure4.5: 100 0 0

Interpretation: All the respondents in research have their own hatchback cars.

3. Which company car do you own?

Table4.6: Maruti Suzuki Hyundai 50 50

Figure4.6:

Interpretation: There are 50 respondents of maruti suzuki and 50 of hyundai.

4. Which Car you own ? Table4.7: Swift I20 50 50

Figure4.7:

Interpretation: There are 50 users of Swift and 50 of I20.

5. What is the purpose of using this Car ? Table4.8: Purpose of using Personal Use Office Use Figure4.8: Maruti Suzuki Swift 46 4 Hyundai i20 43 7

S wift
Personal use Office use

i20
Personal use Office use

8%

14%

92%

86%

Interpretation: Most of the users of Swift cars use car for personal use that is 92 % , for office use 8 % . And same in the case of i20 cars that is 86% use personal use and 14% is for office use.

6. Are you aware of all the models of diesel hatchback cars available in the market? Table4.9: Maruti Suzuki Swift Yes No 47 3 Hyundai i20 46 4

Figure4.9:

S wift
Yes 6% No

i20
Yes No 8% rare respondents are not aware . It is quite clear from the above

Interpretation: Most of customers are aware of all the diesel hatch

customers of maruti and hyundai is quite high regarding diesel hatchb

94%

92%

PERFORMANCE WISE

RATING

Rate the following Statements related to performance of your car on a scale of 5 to1. Highly Satisfied [HS]--------------------------------- [5] Satisfied[S]--------------------------------------------- [4] Neither Satisfied Nor Dissatisfied [NSND]------- [3]

Dissatisfied [D]------------------------------------------[2] Highly Dissatisfied [HD]----------------------------- [1]

7. Better Fuel Efficiency Table4.10: Ranks Highly Satisfied Satisfied Neither Satisfied Dissatisfied Nor 0 Swift 40 10 i20 25 25 0

Dissatisfied Highly Dissatisfied Figure4.10:

0 0

0 0

S wift
Highley Satisfied Satisfied 20% 50% 80%

I 20
Highley Satisfied Satisfied

50%

Interpretation: From the above analysis it is clear that most of the Swift users are
highly satisfied from fuel efficiency of the car and in the case of i20 50% of users are satisfied and 50% are highly satisfied . As it is evident from the data that the dissatisfaction level of the customers is almost nil. ,hence a further detailed study on this aspect may through light on some interesting facts.

8. The car is competitively priced. Table4.11: Ranks Highly Satisfied Satisfied Neither Satisfied Nor Dissatisfied Swift 5 35 5 i20 15 10 25

Dissatisfied Highly Dissatisfied Figure4.11:

5 0

0 0

S wift
HighleySatisfied Satisfied Neither Satisfied Nor Dissatisfied Dissatisfied 10% 10% 50% Satisfied

I2 0
HighleySatisfied

Neither Satisfied Nor Dissatisfied 30%

10%

70%

20%

Interpretation: Swift users are mostly satisfied from the pricing of the car where as in case
of i20 users, most of the people are neither satisfied nor dissatisfied. A comparative analysis of the pricing of these two cars also supports this opinion .The pricing of i20 is way above Swift.

9. The product signifies a good Brand Image Table4.12: Ranks Highly Satisfied Satisfied Neither Satisfied Nor Dissatisfied Swift 15 35 0 I20 25 20 5

Dissatisfied Highly Dissatisfied Figure4.12:

0 0

0 0

S wift
HighleySatisfied Satisfied Satisfied

I 20
HighleySatisfied

Neither Satisfied Nor Dissatisfied 30% 10% 50% 40% 70%

Interpretation: Swift users are mostly satisfied from the brand image of the car and same in
case of i20 users, most of the people are satisfied.

10. Pick Up of the car is satisfactory. Table4.13: Ranks Highly Satisfied Satisfied Neither Satisfied Nor Dissatisfied Dissatisfied Highly Dissatisfied Swift 30 15 5 0 0 I20 25 25 0 0 0

Figure4.13:

S wift
HighleySatisfied Satisfied Neither Satisfied Nor Dissatisfied 10% 30% 60% 50%

I 20
HighleySatisfied Satisfied

50%

Interpretation: Comparatively speaking, users of i20 seems to be more satisfied with the
pick up of their car as compare to Swift. However there is very little to choose between the two on this aspect.

11. Spare parts are easily available.

Table4.14: Ranks Highly Satisfied Satisfied Neither Satisfied Nor Dissatisfied Dissatisfied Highly Dissatisfied Figure14: Swift 25 20 5 0 0 I20 20 15 15 0 0

S wift
Highley Satisfied Satisfied Neither Satisfied Nor Dissatisfied 10% 50% 40% 30% Satisfied

I 20
HighleySatisfied

Neither Satisfied Nor Dissatisfied

30%

40%

Interpretation: 50% of Swift users are highly satisfied from spare parts availability and
40% are satisfied And 10% are neither satisfied nor dissatisfied but in case of i20 the percentage is 40%, 30%, 30% respectively.

12. The car is luxurious as compared to other cars in the same class.

Table4.15: Ranks Highly Satisfied Satisfied Neither Satisfied Nor Dissatisfied Dissatisfied Highly Dissatisfied Figure15: Swift 5 30 15 0 0 I20 20 30 0 0 0

S wift
HighleySatisfied Satisfied Neither Satisfied Nor Dissatisfied 10%

I 20
HighleySatisfied Satisfied

30%

40% 60% 60%

Interpretation: 60% Swift users are satisfied from the luxurious features of the car and
30% are neither satisfied nor dissatisfied and in case of i20 users 60% of the people are satisfied, and 40% are highly satisfied. Physical analysis of the two cars also reveals that i20 has more luxury as compare to Swift.

13. Large Boot Space is available.

Table4.16: Ranks Highly Satisfied Satisfied Neither Satisfied Nor Dissatisfied Dissatisfied Highly Dissatisfied Figure4.16: Swift 10 30 5 5 0 I20 20 30 0 0 0

S wift
HighleySatisfied Satisfied Neither Satisfied Nor Dissatisfied Dissatisfied 10% 10% 20%

I 20
HighleySatisfied Satisfied

40% 60% 60%

Interpretation: more i20 users are highly satisfied with larger boot space and Swift users
are satisfied with boot space.

14. Entertainment Features are impressive and at par with competitors.

Table4.17: Ranks Highly Satisfied Satisfied Neither Satisfied Nor Dissatisfied Dissatisfied Highly Dissatisfied Figure4.17: Swift 5 20 25 0 0 I20 30 20 0 0 0

S wift
HighleySatisfied Satisfied Neither Satisfied Nor Dissatisfied

I 20
HighleySatisfied Satisfied

10% 50% 40% 40% 60%

Interpretation: Swift users are mostly neither satisfied nor dissatisfied from the
entertainment features of the car that is 50% and 40% are satisfied and in case of i20 users most of the people are highly satisfied that is 60% and 40 % are satisfied.

15. Adequate Ground Clearance.

Table4.18: Ranks Highly Satisfied Satisfied Neither Satisfied Nor Dissatisfied Dissatisfied Highly Dissatisfied Figure4.18: Swift 15 30 5 0 0 I20 0 45 5 0 0

10%

S wift
Satisfied

I 20
Neither Satisfied Nor Dissatisfied

HighleySatisfied Satisfied Neither Satisfied Nor Dissatisfied 30% 10%

60% 90%

Interpretation: Swift users are mostly satisfied from the ground clearance of the car that is
60% and 30% are highly satisfied and in case of i20 users most of the people are satisfied that is 90% and 10 % are neither satisfied nor dissatisfied.

16. Adequate safety features are available.

Table4.19: Ranks Highly Satisfied Satisfied Neither Satisfied Nor Dissatisfied Dissatisfied Highly Dissatisfied Figure4.19: Swift 10 15 20 5 0 I20 20 15 15 0 0

S wift
HighleySatisfied Satisfied Neither Satisfied Nor Dissatisfied Dissatisfied 10% Satisfied

I 20
HighleySatisfied

Neither Satisfied Nor Dissatisfied 30%

20%

40%

40%

30%

30%

Interpretation: Swift users are not highly satisfied from the safety features of the car as compare to i20 users . According to i20 users its top model offers six air bags where as in case of Swift it is only two. 17. Interiors is impressive.

Table4.20: Ranks Highly Satisfied Satisfied Neither Satisfied Nor Dissatisfied Dissatisfied Highly Dissatisfied Figure4.20: Swift 15 20 15 0 0 I20 10 35 5 0 0

S wift
HighleySatisfied Satisfied Neither Satisfied Nor Dissatisfied Satisfied

I 20
HighleySatisfied

Neither Satisfied Nor Dissatisfied

30%

30%

10%

20%

40%

70%

Interpretation: Once again i20 users seems to be more impressed by its attractive interior
such as blue illumination etc . Although the satisfaction level of Swift users is comparatively low how ever users seems to be adequately satisfied.

18. Satisfactory after Sale services.

Table4.21: Ranks Highly Satisfied Satisfied Neither Satisfied Nor Dissatisfied Dissatisfied Highly Dissatisfied Figure4.21: Swift 5 25 20 0 0 I20 15 10 25 0 0

I 20
Highley Satisfied Satisfied 30% 50% 20% 40%

S wift
10%

50%

HighleySatisfied Satisfied

Interpretation : Majority of the users of both the cars seems to be confused

19. Have you ever recommended your car to any one?

Table4.22: Yes No Figure4.22: 100 0

Interpretation: The car owners recommend their car to their friends, relatives, colleagues
that is 70%, 50%, 22% respectively.

20. Have you ever faced any problem with your car?

Table4.23:

Swift
28 72 No Figure4.23: 80

I20

Yes

20

20 Yes 80 No 72

28 Yes No

Interpretation: In the case of Swift 80% of the users did not face any major problem with the
car .But 20% of the users face some problems related to the breaking on high speed. 72% of i20 users did not face any problem with the car and 28% users face problems of rattling sound, sluggish pick up.

21. Please rank the following factors in order of preference when you decided to buy this car , starting from 1 to 9.

Table4.24: Swift Statements S 1. Fuel Economy S 2. Price of Vehicle S 3. Reliability of brand S 4. Environmental Factors S 5. Comfort S 6. Safety features S 7. After sale services S 8. Quality of Interior Styling S 9. Vehicle Availability Mean Score 1.44 1.86 4.34 4.54 4.74 4.86 5.88 6.14 6.36

From Table 4.24,it is clear that fuel efficiency is of prime important to Swift users followed by pricing of the car. As customers are price sensitive , so pricing becomes an important part of their buying decision. Reliability of Maruti brand is again been ranked highly by the customer . Quite surprisingly, availability of vehicle is of least importance to the users . It seems that customer are so convinced about their buying preference that they are willing to wait for their priced possession .

Statements S 1. Fuel Economy S 2. Safety features S 3. Comfort S 4. Quality of Interior Styling S 5. Price of Vehicle S 6. Reliability of brand S 7. Environmental Factors S 8. After sale services S 9. Vehicle Availability

I20 Mean Score 1.50 1.94 4.44 4.64 4.98 5.70 6.02 6.20 6.16

Table4.25:

From Table4.25, again fuel efficiency is of prime important to i20 users followed by safety features of the car. The customer thinks a lot about the comfort of the car. Quality interior are also important factors for preference. In case of i20 customers are not price sensitive. Reliability of Hyundai brand is again been ranked not at very high place by the customer . As we know the waiting period of i20 car is much smaller as compare to Swift. Customer are so convinced about their buying preference that they are willing to wait .

22. Reasons for preferring diesel car over petrol model. Table4.26:

Reasons
High Petrol Price Better Mileage Better Pick Up Surge in sale of diesel cars Figure4.24:

Maruti Suzuki Swift 30 12 4 4

Hyundai i20 35 9 6 0

S wift
High Petrol Price Better Mileage Better Pick Up Surge in sale of diesel cars 8% 8% 18% 24% 60%

i20
High Petrol Price Better Mileage Better Pick Up Surge in sale of diesel cars 0% 12%

70%

Interpretation: Majority of Swift users prefer hatch because of high petrol prices and after
that some prefer for its better mileage and some for better pick up and same in the case of i20 70% of people prefer car because of high petrol prices and 18% because of better mileage and 12% for its pick up .

FINDINGS

 According to 92 % users Swift cars they use car for personal use and 8 % for office use. And 86% users of i20 cars use it for personal use and 14% is for office use. Most of customers are aware of all the diesel hatches available in the market but rare respondents are not aware .It is quite clear from the above data that awareness level of customers of maruti and hyundai is quite high regarding diesel hatchback players in the market.94% of Swift users are aware and 6% think that they are not fully aware about the diesel hatches available in the market where as in case of i20 the percentage is 92% and 8% respectively. It is clear that most of the Swift users are highly satisfied from fuel efficiency of the car and in the case of i20 50% of users are satisfied and 50% are highly satisfied .As it is evident from the data that the dissatisfaction level of the customers is almost nil , hence a further detailed study on this aspect may through light on some interesting facts. Swift users are mostly satisfied from the pricing of the car where as in case of i20 users, most of the people are neither satisfied nor dissatisfied. A comparative analysis of the pricing of these two cars also supports this opinion .The pricing of i20 is way above Swift. Swift users are mostly satisfied from the pricing of the car where as in case of i20 users, most of the people are neither satisfied nor dissatisfied. A comparative analysis of the pricing of these two cars also supports this opinion .The pricing of i20 is way above Swift. Users of i20 seems to be more satisfied with the pick up of their car as compare to Swift. However there is very little to choose between the two on this aspect. According to 50% of Swift users are highly satisfied from spare parts availability and 40% are satisfied And 10% are neither satisfied nor dissatisfied but in case of i20 the percentage is 40%, 30%, 30% respectively. According to 60% Swift users are satisfied from the luxurious features of the car and 30% are neither satisfied nor dissatisfied and in case of i20 users 60% of the people are

satisfied, and 40% are highly satisfied. Physical analysis of the two cars also reveals that i20 has more luxury as compare to Swift. more i20 users are highly satisfied with larger boot space and Swift users are satisfied with boot space. Swift users are mostly neither satisfied nor dissatisfied from the entertainment features of the car that is 50% and 40% are satisfied and in case of i20 users most of the people are highly satisfied that is 60% and 40 % are satisfied. Swift users are mostly satisfied from the ground clearance of the car that is 60% and 30% are highly satisfied and in case of i20 users most of the people are satisfied that is 90% and 10 % are neither satisfied nor dissatisfied. Swift users are not very satisfied from the safety features of the car and i20 users are much higher satisfied with safety features. Swift users are mostly satisfied and highly satisfied from interiors and same in case of i20 users most of the people are satisfied and highly satisfied. Swift users are mostly neither satisfied nor dissatisfied from the after sale services given by Maruti Suzuki that is 50% and 30% are highly satisfied and in case of i20 users most of the people are satisfied that is 50% and 40 % are neither satisfied nor dissatisfied. The car owners recommend their car to their friends, relatives, colleagues that is 70%, 50%, 22% respectively. 80% of the Swift users did not face any major problem with the car .But 20% of the users face some problems related to the breaking on high speed. 72% of i20 users did not face any problem with the car and 28% users face problems of rattling sound, sluggish pick up. Majority of Swift users prefer hatch because of high petrol prices and after that some prefer for its better mileage and some for better pick up and same in the case of i20 70%

of people prefer car because of high petrol prices and 18% because of better mileage and 12% for its pick up.

BIBLIOGRAPHY
Books
Batra, S, K & Kazmi, S,H,H ( 2004), Consumer Behaviour- Text and Cases, New Delhi: Excel Books , p.p 301-303 Engel, J, F, Blackwell, R, D & Miniard, P, W, (1990), Consumer Behaviour London: Dryden Press, p.p 138-139

Internet Resources
http://www.marutisuzuki.com www.qualitydigest.com http://csmassociation.org http://www.hyundai.com/in/en/NewsEvents http://www.cardekho.com/carmodels/Maruti/Maruti_Swift http://www.cardekho.com/carmodels/Hyundai/Hyundai_i20 http://www.cardekho.com/searchresult?q=hyundai http://www.marutisuzuki.com http://www.carazoo.com/article/search?searchTxt=swift+diesel http://www.fleet-specialist.com/a294898-growth-of-car-industry-in-india.cfm http://www.mouthshut.com/product-reviews/Maruti-Suzuki-Swift-VDi-reviews-925070789 http://www.carwale.com/research/comparecars/carcomparison.aspx?car1=2495&car2=2201 http://auto.indiamart.com/maruti http://www.oppapers.com/essays/Indian-Automobile-Industry-Maruti

QUESTIONNAIRE

I Jasvir Singh student of MBA 2nd (Mkt.) of University School Of Business Studies ,
conducting research on Topic Consumer Satisfaction Towards Diesel Hatchback Cars Please , give few minutes from your busy schedule to complete my research.

Income Group (a) Up to 10000 pm Your occupation (a) Farmer

(b) 20000-30000

(c) 30000-40000

(d) 40000 Above

(b) Student

(c) Govt. Service

(d) Businessman

Your Educational Background (a) Metric (b) Higher Secondary

(c) Graduate

(d) Post Graduate

(e) PhD

1. Do you own a car ? (a) Yes (a) Hatchback (a)Maruti Suzuki (b) No (b) Sedan (b) Hyundai (c) SUV 2. Which segment car do you own? 3. Which companys car do you own ?

4. Which car You own? (a) Swift (a) Personal use (a) Yes (b) Ritz (b) office use (b) No (c) i20 5. What is the purpose of using this car? 6. Are you aware of all the models of diesel hatchback cars available in the market?

Rate the following statements related to performance of car on a scale of 5 to 1

Highly Satisfied [HS]------------------------[5] Satisfied [S]-----------------------------------[4] Neither Satisfied nor Dissatisfied [NSND]-----[3] Dissatisfied [D]-------------[2] Highly Dissatisfied [HD]--[1]

Please mark the reason for you response

HS S NSND D HD

7. Better Fuel Efficiency 8. Competitively Priced 9. Good Brand image 10. Pick-Up of the car is satisfactory 11.Spare parts are easily available 12. Luxurious as compare to other cars in class 13. Large Boot Space 14. Entertainment features are up to date 15. Adequate Ground Clearance 16. Adequate Safety Features 17. Impressive Interiors 18. Satisfactory After sale services 19. Any other 20. Have you ever recommended your preferred car to any one?

(a) Yes If yes then to whom

(b) No 1. Friends 4. Any other 2. Relatives 3. Colleagues

21. Have you ever faced any problem with your car? (a) Yes (b) No

If yes , Please specify 1. Low Mileage 2. Poor Suspension 5. 3.Sluggish Pick-up 4.Rattling Sound

Any Other, Plz specify..

22. Please rank the following factors in order of preference when you decided to buy this car , starting from 1 to 14. (1) Reliability of brand (2) Safety features (3) Price of Vehicle (4) Fuel Economy (5) Quality of Interior Styling (6) Extra Accessories at no cost (7) Brand name of vehicle (8) After sale services (9) Vehicle Availability (10) Environmental Factors (11) Additional warranty coverage or services credit (12) Large Space

(13) Ease of Driving and Parking in City (14) Comfort 23. Why you preferred diesel hatchback over the petrol model? please specify the reason, (a) High petrol prices (c) Better pick up (b) better mileage (d) Surge in sale of diesel car Thanks (Jasvir Singh)