INTRODUCTION

During preparing my research report STUDY OF CONSUMER BEHAVIOUR TOWARDS CAR PURCHASE IN LUCKNOW, my deep concern was with the study Of consumer behaviour to purchase a car in Lucknow . What type of decision takes The consumer while purchasing a car according to their need.

CONSUMER BEHAVIOUR:

In todays challenging and competitive world of last changing technology, consumer Tastes are also characterized by fast changes. So to survive in the market the firms have to be in touch with the changing consumer preferences. Marketers have to understand the consumer behavior and factors influencing the buying behavior of the Customers in order to be successful in this dynamic and competitive environment.

MEANING OF CONSUMER BEHAVIOUR:

Consumer Behavior is the behavior that the consumer display while searching for, Evaluating, purchasing and disposing of products and services that they expect will Satisfy their needs. Consumer behavior is the study of how consumer makes their Decisions to spend their resources on consumption related items i.e. time, efforts and Money.

. Study of consumer behaviour proves the marketers an insight regarding the Consumer preferences and helps them in effective market segmentation and Targeting. The importance of consumer behavior lies in the fact that behavior can be Understood and influenced to ensure a positive purchase decision. So a round Understanding of consumer behavior is necessary for long run success of any Marketing program. Thats why the marketing Managers interest lies exactly in understanding consumer behavior to ensure that his Marketing strategy results in purchase of the product.

DETERMINANTS OF CONSUMER BEHAVIOUR:

The study of consumer behaviour is quite complex, because of many variables Involved and their tendency to interact with and influence each other. The main Determinants of consumer behavior are: External Variables Individual determinants of Consumer Behaviors External Variables: The external environment is made up of various influences such as: 1. Culture 2. Sub Culture 3. Social Class 4. Family 5. Reference Groups Personal Factors such as age and life cycle, education, occupation, life style, 3

Personality, etc.Individual Determinants of Consumer Behavior: The individual determinants of consumer behavior are:

1. Personality and Self Concept 2. Motivation and Involvement 3. Learning 4. Memory 5. Attitude

Executive Summary
The automobile industry today is the most lucrative industry. Due to the increase in disposable income in both rural and urban sector and easy finance being provided by all the financial institutes, the passenger car sales have increased at the rate of 38% per annum in June 2012-13 over the corresponding period in the previous year. Further competition is heating up in the sector with a host of new players coming in and other like Porsche, Bentley, Audi, and BMW all set to venture in the Indian markets. One factor that could help the companies in the marketing of their product is by knowing and creating a personality for their brands. This report attempts to answer some of the questions regarding brand personality of selected cars in India by conducting the market research. This report is categorized into parts, deals with introduction to brand personality, companies selected, product and the industry. The automobile industry today is the most lucrative industry. Due to the increase in disposable income in both rural and urban sector and easy finance being provided 4

by all the financial institutes, the passenger car sales have increased at the rate of 25% per annum in June 2012-13 over the corresponding period in the previous year. Further competition is heating up in the sector with a host of new players coming in and others like Porches, Bentley, Audi, and BMW all set to venture in Indian markets. One factor that could help the companies in the marketing of their products is buying Behavior of the consumers. The Buying Behavior of the customers can be studied by knowing their perceptions about the cars in the market and about the possible entrants in the market. One such technique is by knowing and creating a personality for the brands. This personality sketching will help in knowing what a customer (or a potential customer) thinks about a given brand of car and what are the possible factors guiding a possible purchase. Similarly, the idea of measuring the customer satisfaction will serve the same purpose of determining the customer perception. Thus, by measuring the willingness of existing users of a car to recommend it to others will help the car manufacturers to chalk out the entire Customer Buying Behavior. The reports shall attempt to answer some of the questions regarding brand personality of selected cars in India by conducting a market research. The market research will be helpful for the new car entrant companies in India to find out the possible gaps between the customer expectations and the present market offerings. This way these companies will be able to find their share in the everexpanding Indian market pie.

The research will track the customer satisfaction in the following two layers: Product related Parameters

Dealers related parameters

The customer satisfaction index will be calculated for the car brands taken into consideration. It will be mainly a primary research and the information will be gathered from both primary and secondary research. The study will analyze the applicability of existing research concepts, theories, and tools for evaluating consumer satisfaction.

It is true fact that if you are satisfied you recommended to others. Word of mouth and customer satisfaction play a very important role in determining market perception about an automobile. It is the market perception that determines the success of a company and so it is very important for the car manufacturers to measure the willingness of existing users of a product to recommend it to others. The same is a lot of interest to customers as well for it helps them make the purchase decision. A car is one of the most significant purchases that an Indian household makes and this project addresses the most important question that perplexes car manufacturers: What makes the perfect car that influence will willfully purchase? The project highlights the factors that influence the buying decision of a consumer. The factor under consideration would be: Price 6

Income of the consumer Features in the car Safety standard Warranty scheme Finance facility

Is an Indian consumer ready for more? Which is the driving motive behind the effective demand of the car? How the coming of new models like swift does is going to effect the buying decision of consumer and especially the Tata 1 lakh car. In other words, from the spread of choices offered by various manufacturers under various segments, of which one the customer will finally turn the ignition on and drive. Customer satisfaction index: some of the most advance thinking in the business world recognizes that customer relationships are best treated as assets, and that methodical analysis of these relationships can provide a road map for improving them

If you cannot measure it, you cannot improve it. Lord William Thomson Kelvin (1824-1907) Clause 8.2.1 in ISO9000: 2000 states: As one of the measurements of the performance of the quality management system, the organizations shall monitor information relating to customer perception as to whether the organization has met customer requirements. The method for obtaining and using this information shall be determined The requirement has been there in the QS9000 standard clause 4.1.6 which says: 7

 Trends in customer satisfaction and key indicators of customer dissatisfaction shall be documented and supported by objective information. These trends shall be compared to those of competitors, or appropriate benchmarks, and reviewed by senior management. There is obviously a strong link between customer satisfaction and customer retention. Customers perception of service and quality of product will determine the success of the product or service in the market. With better understanding of customers perceptions, companies can determine the actions required to meet the customers needs. They can identify their own strengths and weaknesses, where they stand in comparison to their competitors, chart out the path future progress and improvement. Customer satisfaction measurement helps to promote an increased focus on customer outcomes and stimulate improvements in the work practices and processes used within the company. Customer expectations are the customer-defined attributes of your product or service. We cannot create satisfaction just by meeting customers requirements fully because these have to be met in any case. However falling short is certain to create dissatisfaction. Major attributes of customer satisfaction can be summarized as: Product quality Product packaging Keeping delivery commitments Price Responsiveness and ability to resolve complaints and reject reports Overall communication, accessibility and attitudes

Values

Benefits

Features

Attributes

We cannot begin to address the customer satisfaction issue we define the parameters and measures clearly.The customer satisfaction index represents the overall satisfaction level of that customer as one number, usually as a percentage

The buying process involves the following steps:

Problem Recognition

Information search

Decision

Buy

Post Purchase Dissonance

Dissatisfaction = Brand Rejection

Satisfaction = Brand Acceptance

The fact that word of mouth sales are a big deal in this industry has also helped. Industry players and market surveys reveal that 20-30 percent of sales are through word of mouth.

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For the purpose of the project has undergone through

Surveying the relevant consumer base through exhaustive questionnaire. Understand the elements underplaying in each segment Deducing A analytical overview through different statistical methods Recommendation comes from satisfaction and satisfaction comes from

Product Quality

Service Quality

Relationship Quality

OVERVIEW OF THE AUTO SEGMENT

Indians have emerged as avid car enthusiasts sporting their prized possessions as status symbols and speed machines. Foreign car companies have discovered the Indian consumer as well as the R & D potential in the Indian technical fraternity and are setting up manufacturing plants right and left across the country at lower costs. The Indian automobile industry is currently experiencing an unprecedented boom in demand for all types of vehicles. This boom has been triggered primarily by two factors:

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(1) increase in disposable incomes and standards of living of middle class Indian families estimated to be as many as four million in number; and (2) The Indian government's liberalization measures such as relaxation of the foreign exchange and equity regulations, reduction of tariffs on imports, and banking liberalization that has fueled financing-driven purchases. Industry observers predict that passenger vehicle sales will triple in five years to about one million, and as the market grows and customer's purchasing abilities rise, there will be greater demand for higher-end models which currently constitute only a tiny fraction of the market. These trends have encouraged many multinational automakers from Japan, U. S. A., and Europe to enter the Indian market mainly through joint ventures with Indian firms. India is increasingly becoming a global automotive hub both for the vehicles and component industry. India is fast integrating itself into the world economy and open to international automotive companies, who are increasingly investing in India. The Indian automotive and component industry is looking to increase the quality of production from existing levels, to develop new products and to increase exports. In the long run India is well set to become a key market for automotive and component manufacturers in terms of local demand and as a base for export. Additionally, companies such as GM, Daimler Chrysler, Toyota, Delphi and MICO/Bosch are utilizing Indias well developed IT / software capabilities and have set up R&D hubs here for their global operations

Industry Size
The domestic Indian passenger car market (including utility vehicles) totaled 900,000 units (with a CAGR of 10 per cent over the past 4 years) while the exports were 130,000 million units (with a registered CAGR of 68 per cent over the past 4 years) during financial year 2004

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The Indian two-wheeler Industry is one of the largest in the world, and is expected to maintain robust growth in the future At the back of this phenomenal automotive growth is the success of the Indian auto component industry. Presently a US$ 6.7 billion industry, it is expected to almost treble in less than eight years time to US$ 17 billion by 2012 India offers a distinct technological and cost-competitive advantage, which global Original Equipment Manufacturers (OEMs) and automotive suppliers are leveraging for both manufacturing and research facilities. The passenger car market is projected to grow at a CAGR of 12.3 per cent over the next few years. Growth in the mid-size and premium car segments is expected to outpace the overall market growth.

Indian Automobile Industry

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Automobile Industry in India is still in its infancy but growing rapidly. The opportunities in the automobile industry in India are attracting big names with the big purse and they are investing vigorously in infrastructure, design and development, and marketing. Automobile industry in India is today poised for the big leap.

India is the 2nd largest two wheeler manufacturer in the world Second largest tractor manufacturer in the world 5th largest commercial manufacturer in the world 3rd largest car market in Asia, surpassing China in the process

Automobile industry Contributes 17% of the total indirect taxes collected by the exchequer & is a driver of product and process technologies, and has become a excellent manufacturing base for global players, because of its

high machine tool capabilities Extremely capable component industry Most of the raw material locally produced Low cost manufacturing base Highly skilled manpower Special capability in supplying large volumes

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Indian Automobile Manufacturers in India and Plant Locations

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Domestic and Foreign Vehicle Manufacturers :

Passenger Vehicles

The main domestic manufacturers of passenger vehicles are as follows:

Maruti Udyog Tata / Telco Mahindra / Mahindra Hindustan Motors

Foreign competitors manufacturing locally including Hyundai, Ford, General Motors, Honda, and Toyota.

Car demand has seen a turnaround since mid 2001 thanks to heavy discounts and cheaper finance. A large number of new models, both locally assembled and imported, have also revitalized the market. In terms of volumes: The A/B segments are where Indias strength and future lies. The A/B segment accounts for over 65% of the total passenger vehicles produced. Competition in this segment is stiff with Maruti the market leader with around 55% market share. New models from Telco (Indica), Hyundai (Santro) and Fiat (Palio) however are eroding Marutis long standing dominance in this segment.

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The mid / luxury range is developing with the introduction of Ford (Ikon), Hyundai (Accent/Sonata) and Skoda (Octavia), although the volumes are not significant.

The UV segment remains sluggish with growth at just over 1%. The clear market leader, Mahindra (44% market share) posted increased sales of 9% in the first 3 quarters of 2002/03. Toyota and Telco domestic UV business remains flat.

Commercial Vehicles The main Indian companies in the Commercial Vehicle segment are:

TATA Engineering and Locomotive Company (TELCO) Ashok Leyland Bajaj Tempo Ltd Eicher Motors Ltd Swaraj Mazda

There is only one international company currently manufacturing CVs in India, Volvo but again volumes are not large. Other global players are active, although in partnership with one of the domestic manufacturers E.g.:- IVECO (manufacturing their range of trucks in association with Ashok Leyland. There has been a significant turn around in this segment over the last 18 months with over 30% growth being seen in terms of both production and sales. This sector has received a huge boost with Indias massive demand from the infrastructure sector (particularly roads), cyclical fleet replacement by fleet owners and an upturn in the cement and steel sectors.

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Automobile Manufacturers Market Share

Passenger Cars 0.604 Mn

LCV 0.083 Mn

Hyundai 18%

Maruti 55%

Fiat 4%Ford 3% HM 2% Honda Toyota GM 2% 0.3% Daim ler Skoda 1% Mitsubishi Chrysler 1% 1% 0.2%

Tata 13%

Ashok Leyland 1 %

Bajaj Tempo Eicher 7% 8%

HM 2%

M&M 30%

Tata 44%

Swaraj Mazda 8%

Maruti (JV of Suzuki), leading the market, Tata and M&M are the key players a) Followed by Hyundai and Tata, together hold close to 75% of market

b) Daewoo stopped production, mainly due to financial issues 8 years back

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Maruti Udyog Limited

Maruti Udyog Limited is the premier car company in India. Maruti Udyog Limited (MUL) was established in Feb 1981. The company entered into collaboration with Suzuki Motor Corporation of Japan to manufacture cars. Maruti is the highest volume car manufacturer in Asia, outside Japan and Korea.

Maruti Udyog Limited, the largest Car selling company in India, has many unique Service advantages for the customers. It has bagged the First Position in JD Power Customer Satisfaction Index for the consecutive two years. The company has also ranked highest in the India Sales Satisfaction Study.

1. Ertiga
Maruti launched all new Estilo. If you are wondering why I dropped Zen from this car's name then let me explain. Estilo has got Wagon R's engine and chassis and Suzuki MR Wagon's shape. Whatever remains is taken from Zen, well does anything remains actually? Yes, Name! Name is taken from Zen, 'Zen Estilo'. In essence its stylish Wagon R, Japan's MR Wagon, combination of the two or anything but Zen. It seems Maruti wants to exploit Zen brand-image hence named this car after Zen.Zen Estilo has the same engine (1061cc, 64.8ps, 84Nm, 4cylinder, 16-valve, MPFI F10D Petrol) under the hood that is found in Maruti Wagon R. Absolutely nothing has been changed except for the fact that this engine is much refined and is slightly better at responsiveness and fuel economy. This simply translate into 'Zen Estilo is a bit faster and more fuel economic than Wagon R'. Due to highly good drivability, driving in city would be more fun with Zen Ertiga. Electronic Power Steering (not available in LX version) really helps in crowded 19

traffic. Owning and maintaining Zen Estilo won't be a problem, engine is proven reliable and virtually maintenance-proof.

2. Wagon R Duo
At first glance the Maruti WagonR Duo looks quite normal. Well, that is if you think the WagonR's boxy looks are normal to start to start with. Frankly, for a car that has to get around a city, I really don't care, because the Duo is all about LPG, and the fact that it is first factory fitted LPG car in India. Factory-fitted means one major plus, your warranties don't get voided because of the gas fitment. There is no denying the cars cost advantage, this is the cheapest Maruti vehicle to run, and that in itself is a massive statement. The redesign of the car hasn't just 20

meant a fresh exterior look; it has also meant new interior - rotary controls on the panel and a very neat looking display with an all new Speedo. The problem is that despite the not insignificant cost savings, you save a rupee a kilometer on LPG over Petrol, which even makes the extra Rs 24000 you have to pay for the car seem worth it, the Duo just wheezes at times. And this is despite two important facts, first LPG has more energy than CNG (that other gas) and because this is a company designed car, Maruti engineers have really played around with the engines tuning.

3. Swift
Competing with the other cars of Maruti, Maruti Swift is gradually making its position in the world of mid-sized family car. Maruti Swift has come up with the special technical specifications of 16 valve 4-cylinder, 1300 cc engine generating power. Maruti swift is equipped with various safety features and well advanced equipments. 3 assist grips, 3 spoke urethane steering wheel, antenna, cabin light (3 position), console box (lower), cup holders (front 2, rear1), front door trim pockets, green tinted glass window, halogen headlamps, headlamp leveling device, heater and manual Air conditioning, OVRM (internally adjusted), rear fog 21

lamps, wind screen wiper 2 speed plus 1 speed intermittent, tailgate opener key type, trip meter (digital display), sun visors (both sides), brake assist , child lock (rear door), high mounted stop lamp, power steering, rear seat belts etc. are the features available in this model. Apart from the features found in other model, striking features of this model are black colored A & B pillars, 12v accessory socket in center console, day and night rear view mirror, door ajar warming lamp, driver's seatbelt warning lamp, tachometer, driver's seat belt warning lamp, vanity mirrors (sun visor co-driver side), rear seat head restraints, fabric accented door trims, central door locking (4 door), front and rear electronic windows, front fog lamps, light off/ key reminder, manual air-conditioning, key not removed warning buzzer, etc

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4. Maruti Baleno
This mid size car with its bold and elegant looks along with its smart performance is becoming Colors

the

part

of

the

dream

of

many

car

lovers.

Pearl Silver Silky Silver Superior White Midnight Black Bean Blue

Along with the features present in Lxi, there are many other extra features available in this model like leather steering cover, automatic climate control, rear spoiler with LED stop lamp, stylish alloy wheels, MP3 music system, silver finish centre garnish, remote keyless entry etc.

has various effective comfort and safety features like tilt adjust power steering, central lock door locking, electric windows, tachometer, trip meter, "key not removed" warning buzzer, AC illumination system, cigarette lighter, ash tray illumination, electrically operated AC louver switches, semi concealed windshield wiper (2 speed plus 2 controlled intermittent), front and rear mud flaps, day/night inside rear view mirror, velour floor carpet, front door armrests and pockets (both sides), rear door child lock, lockable glove box, side impact beams etc.

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5. Maruti Esteem

Sophisticated big structured Maruti Suzuki esteem is one of the old car of the Maruti Udyog group. To run this huge car its engine is made of lightweight allaluminum. This contemporary engine has capacity of 65 bhp at 6000 rpm. According to *Mileage (Auto India, Nov 2005), Esteem holds the topmost position on mileage among the other category of cars including the small cars. There are three models of Maruti Suzuki Esteem:

Maruti Esteem (Lx) Maruti Esteem (Lxi) Maruti Esteem (Vxi)

The basic model of Maruti Suzuki Esteem includes various safety features and unique configuration in it. Air conditioned Maruti Suzuki Esteem for the comfort of the owner provides the facilities of cabin heater, front seat back pockets (both sides), front door pockets (both sides), air flow controls, remote operated fuel tank 24

lid

and

trunk

lid,

coat

hanger

hook

on

grip

assistance

etc..

Instrument panel of this model includes tachometer and speedometer with sporty dial. Security measurement of this model has headlamp leveling device, collapsible steering column, lockable glove box, child proof rear door locks, halogen headlamps, prismatic day-night inside rear view mirror etc. This model is more upgraded version of Maruti Suzuki (Lx). Apart from the features that are already in MarutiSuzuki (Lx), there are other few more added features existing in Maruti Suzuki (Lxi). For comfort these models specially have rear view mirror on the left side, power steering and power window (front).

Hyundai Motor

Hyundai Motor India Limited (HMIL) was established in 1996 and is a wholly owned subsidiary of South Korean multi national, Hyundai Motor Company. HMIL is the fastest growing and the second largest car manufacturer in India and presently 25

selling 30 variants of passenger cars in six segments. The Company has set up more than 70 dealer workshops that are equipped with the latest technology, machinery, and international quality press, body and paint shops, across the country, thereby providing a one-stop shop for a Hyundai customer. Hyundai also has a fleet of 78 emergency road service cars that can provide emergency service to all its customers anytime, anywhere

6. Hyundai Santro
In the field of mid size car, Santro Xing is capturing the market very rapidly. Its design, style, space and other special features has made it one of the highest purchasable cars among any economy class.

It has five variants:

Santro XK Santro XK (Non AC) Santro XL Santro XO Santro AT

Along with the other features that are present in Santro XK (Non AC), other features present in this model are air conditioner, day and night inside rear view mirror, chrome1 radiator grille etc. Along with the features available in Santro XK, added features in this model are 4 doors CLS, passenger side OVRM, tinted glass, map pocket front door driver side, front door full size arm rest, door trim with fabric insert, hydraulic power steering, power windows (front) etc

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7. Getz
Hyundai Motors launched small family car Getz at August 2004. Euro III emission norms fulfilled Car, Getz powered by 1300 cc. engine. Only the petrol version of this

car Hyundai Getz GLS Hyundai Getz GLX Hyundai Getz GVS

was

launched

initially.

There are four variants found in this car:

This model has highly advanced features like AC with 4 speed blower, ash tray w/o illumination, center console w/ pen and jug holder, 60:40 rear seat split, vanity mirror passenger side, rear defogger, height adjustable seat belts (front), waist line molding, tilt steering, map pockets, front and rear power windows, rear seat back inclination(4 position), digital clock, rear wiper and washer, front for lamp, body color radiator grille, rear bumper reflectors, rear mud guard etc. Few features to 27

view comfort and safety in mind, this model is being specially equipped with rear wiper and washer, rear defogger, alloy wheels etc. This model has few important features like height adjustable front seat belts, body colored radiator grille, rear bumper reflectors etc.

8. Hyundai Accent
Hyundai Accent was ceremonially launched at Frankfurt International Motors Show on 15 September, 1999. It came in two versions, i.e. Petrol and Diesel Versions in India initially, while in Europe it was introduced only with the Petrol version. Initially Accent came up with the manual transmission which in turn started getting available in automatic transmission. To know about the models of this car, please see this following text:

Hyundai Accent GLE Hyundai Accent GLS Hyundai Accent Viva Hyundai Accent Viva CRDi Hyundai Accent CRDi 28

This model has many distinctive features like 60:40 split folding rear seats, automatic trunk lamps, body colored door handles, bumper with or without molding, door trims and consoles, high mounted stop lamps (HMSL), Mist (one stoke wiper blades), semi cloth upholstery, trip odometer, rear license garnish, waistline molding, wiper (3 no. of speed), cross bar under dash board, crumple zone, dual horn, engine sub frame etc. Features that are striking in this models are tinted glass, remote boot release, split rear seats, tachometer, remote fuel cap release, sun visors with vanity mirror, power telescopic antenna, luxury full cloth upholstery, energy absorbing collapsible steering column, full size wheel cover etc.

9. Verna
The most awaited Verna finally launched in India. Verna can be considered as one of the most shock wave-creating cars in India; within first five days of its launch over 2000 Verna cars had been sold. Competition seems to be in shock. Comfort levels are quite good, I wasn't expecting them to be like this, and there is marginal refinement over Accent. Suspensions give you a feel, 'yes this car is meant for India', no bumpy rides. Car handles very well too. Interiors are not class, as expected, though they don't give a cheap feeling at all. City is way ahead of Verna in interiors and room. Driving position is good and to make it even better, height-adjustable driver-seat is provided in higher versions. AC is quite effective, 29

cools the cabin quickly. Due to enough power, switching on AC doesn't make any difference in performance. Exterior design is satisfactory. Its neither great to boast about nor is bad to complaint about. Like all other Hyundai car designs, people have started to criticize Hyundai for design of Verna. After having first glance of Verna, one of Carwale.com colleagues called out, 'Hey, it looks like Baleno from front and Fiesta from behind!'. You can't help it, its inevitable with Hyundai. ABS is available as optional across the range. Its a bit disappointing that Airbags are not provided even as optional. Central Locking is available as standard feature in all the versions and keyless entry in petrol versions except the lowest-end Verna i. Finally Indian automotive industry is taking good shape. We have enough options in every segment available. From Maruti to Tata to Honda to Volkswagen to BMW to Porsche, every major world car player is interested to sell its cars to Indian people. Everyday we have news about some new launch. Verna is just launched and Ford has just announced launch of 1.6 TDCi (diesel) in two months time, Maruti has confirmed discontinuation of Baleno and arrival of new Baleno early next year and last but not the least Chevrolet is planning diesel Aveo soon.

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10. Hyundai i10

The i10 has a large gaping air-dam, pulled-back headlamps, chrome-lined grill, integrated clear lens fog lamps, a bonnet that has a clam shell hint and a rear window with an upswept kink.The tailgate has a chrome-lined boot-release handle and an integrated roof spoiler on the top- end versions.Overall length (3565 mm) and wheelbase (2380 mm) are identical to the Santro with slightly more interior space; Ergonomic design was intended to accommodate tall drivers and increasing rear knee room. The width has been increased (and front and rear track) by 70 mm (2.8 in) for more shoulder room. The height has been reduced by 40 mm (1.6 in). Boot space at 225 litres (7.9 cu ft) is significantly lower than that of Getz.

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11. Hyundai i20

The Hyundai i20 uses a completely new platform that was created at Hyundai's European technical centre in Rsselsheim to allow Hyundai to move into Europe's highly competitive supermini segment. A 2,525 mm (99.4 in) wheelbase helps endow the i20 with a generous passenger cabin. Suspension follows the supermini norm of MacPherson struts at the front and a torsion beam rear end with rack and pinion steering. The i20 will debut in Europe with a total of seven engine options, all with four cylinders. Three are petrol, including the recently designed 1248 cc dohc 16 valve "Kappa" engine, while the rest are diesel engines. Two of the diesel engines are 1396 cc units, one with 75 PS (55 kW; 74 hp) and 220 Nm (160 lbft) and the other a 90 PS (66 kW; 89 hp) and 220 Nm (160 lbft) high power unit. They are joined by two 1582 cc engines having the same dohc and 16-valve top end architecture but delivering either 115 PS (85 kW; 113 hp) and 156 Nm (115 lbft) of torque or 128 PS (94 kW; 126 hp) and 157 Nm (116 lbft) of torque. Hyundai claims that 115 PS (85 kW; 113 hp) diesel unit can return a class leading 115g/km of CO2 while sipping just one litre of HSD to go 23.25 km/L (65.7 mpg-imp; 54.7 mpg-US) (4.3L/100 km) in the European combined driving cycle. All diesel engines and 1.2 and 1.4 petrol engines come mated to five-speed manual transmission, there is an option of a four-speed automatic for some 1.4 petrol engined models, the 1.6 is mated to a six-speed manual transmission. In the Indian market, the Hyundai i20 is powered by an 1.2L Kappa engine with

32

80 PS (59 kW; 79 hp) power at 5200 rpm and 114 Nm (84 lbft) torque at 4000rpm. It also comes with a 1.4L gamma gasoline which has 100 PS (74 kW; 99 hp) power at 5500 rpm and 139 Nm (103 lbft) torque at 4200 rpm, but is mated only to a fourspeed automatic transmission. The i20 CRDi diesel has 90 PS (66 kW; 89 hp) at 4000 rpm and 224 Nm (165 lbft) torque between 17502750 rpm, and comes with a six-speed manual transmission. In Australia, the i20 was originally offered as a 1.4 petrol with a $3500 option of the Gamma II G4FC 1.6 petrol engine. The 1.6 makes 91 kW at 6300rpm and 157Nm at 4200rpm. However with the arrival of the new 1.6 powered Accent in late 2011, the 1.6L option on the i20 has been dropped.

Tata Motors Limited

Tata Motors Limited is India's largest automobile company, with revenues of Rs. 24,000 crores in 2005-06. Its name comes first in the category of commercial 33

vehicles and the second largest in the passenger vehicles, mid size car and utility vehicle segments. The company is the world's fifth largest medium and heavy commercial vehicle manufacturer.

Over 3.5 million Tata vehicles is moving on Indian roads, since 1954. Its manufacturing plant is located at Jamshedpur, Pune and Luck now

12. Tata Indica V2

Having attributes of three popular cars, Tata Indica is ruling the market. Making of Tata Indica with the concept of main distinguishing features of three popular cars i.e., with the overall structure of Maruti Zen, interior space like ambassador and cost nearly like Maruti 800 was a challenging venture of Tata Motors. Its fully foldable rear seat has made this car more accommodating for extra luggage. For safe and secure driving and to give proper comfort, side-impact beams, rigid monochrome frame and child safety locks are attached to this car. Different Tata Indica models are:

Tata Indica V2
o o o o

DLX DLG DLS DLE

With its market catching looks and few striking features have set a trend for the choosy buyers. Its power steering, central locking system, four power windows have not only made this comfort driving car but also give assurance for the safety. To mention more about convenience of driving, HVAC system provides good cooling effect even in a sultry summer days. Door handles, body colored bumpers, ORVM and wheel arch flair are few more advantages that the owner of this car can easily avail.

34

To assure safer driving along with the elegance and appeal of the car, this model is equipped with body colored bumpers, the wheel arch flairs, internally adjustable OVRM and central locking system. To avoid any inconvenience in operating the window, front windows are power windows. To avoid the scorching heat in a summer days, HVAC system of cooling can soothe anybody inside the car

13. Tata Indigo

Indigo with its market catching features like leather upholstery, beige interiors, LCD screen etc has made its position in the automobile industry.

Indigo is available in Petrol and Diesel models.

Petrol Variants
o o o

Indigo GLE Indigo GLS Indigo GLX

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It is equipped with various features like manual power steering, manual front and rear windows, grey bumpers, half wheel covers, partial fabric lining on seat, molded roof lining, high mounted stop lamp etc. To mention few of the features present in this model along with the features of rest of the two models, there are available power steering and power windows, rear fog lamps, rub rails on door, full wheel covers, both sides outer rear view mirrors, rear defogger, central locking, audio warning signal for driver seat belt and many more.

14. Indigo Marina

Fully equipped with 32 bit micro processor and 1405 cc MPFI Petrol engine, this variant delivers maximum power of 85 PS @ 5500 rpm and maximum torque of 11kgm @ 3000 rpm.

36

It has various features like AC system,2 spoke wheel, grey bumpers, chromeplated grill lip, black door handles, roof rails, partial wheel covers, digital clock, internal antenna, partial fabric seats, anti-submarine type front seats, child safety locks on rear doors, collapsible steering column, side impact beams etc This model along with the features of Indigo Marina GLE comes with various other features like HVAC system, aluminum gear shift knob, 4 spoke wheel, power steering, body colored bumpers, rub rails on door, full wheel covers, stylish grip and cover for hand brake lever etc.

Chevrolet
Its king like entry happened in India in 1928 with its National Series AB touring. Reliability of this car was proved by its 171 cubic inches, 24.7hp four cylinder engines. General Motors, parent company of Chevrolet, was the first in setting up assembly plant in India. First office of Chevrolet was located at Mumbai and its assembly plant was in Sewree.

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15. Chevrolet Aveo

With the assurance of safety and technologically advanced equipments, Chevrolet Aveo provides complete statement of reliability and efficiency. Safety features like tailor welded blanks, high- strength steel structure, B-pillar, height adjustable safety belt anchors, rear child safety door locks, front safety belt pretension etc really confirm the security of the passenger.

It has four variants:

Aveo 1.4 E* Aveo 1.4 Aveo 1.4 LS Aveo 1.6 LT

It is well equipped with 1.4L DOHC 94 PS, 5 Speed MT, chrome radiator grille, wide Z185/60 R14 tyres, pullout type door handle, two tone beige interiors, power steering and power window, central locking, rear defogger with timer, remote trunk lid opener, engine service soon indicator etc. It is well equipped with 1.4L DOHC 94 PS, 5 Speed MT, chrome radiator grille, wide 185/60 R14 tyres, pullout type door handle, two tone beige interiors, power steering and power window, central locking, rear defogger with timer, remote trunk lid opener, engine service soon indicator etc. Its main mentionable features along with the other features which are associated with the rest of the models, are 1.6L DOHC 102 PS, 5 speed MT; double DIN MP3 system with 6 speakers; rear spoiler with CHMSL; chrome coated exterior handles and trunk lid garnish; 14" alloy wheels; electrically adjustable

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OVRM; wood finish on IP and door trim; car alarm and key less entry system.

16. Optra
With its 1.8 litre engine capacity runs up to 8.1 kmpl inside the city crowd roads and 11.2 kmpl on the highway. Its luxurious and comfortable interior include center console, central armrest, flip down rear armrest, automatic climate control air conditioners, enough legroom space, sunglass holder, mobile phone holding space in the rear door, cup holders etc.

It has various variants:

1.6 Elite 1.6 LS Elite 39

1.6 LT Royale 1.8 LT 1.8 LT AT

It is equipped with various comfort and safety features like driver seat height adjuster, plush feel beige fabric, silver finish on control panel and luxurious wood finish on IP and door boards etc. Along with the features present in 1.6 Elite, this is available with tilt steering, remote keyless entry with chirp and trunk opening, AWIS, driver seat lumbar support, front fog lamps, body colored outside mirrors and door handles etc. There are many extra features present in this model along with the features of 1.6 LT Royale like automatic climate control system, all round wood finish including Centre Panel, tilt adjustable front headrests, 15" alloy wheels with ABS and EBD as option at extra cost, rear disc brakes, dual airbag, double DIN audio system with 5 CD changer.

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Classification methods of car:

There are numerous ways of categorizing passenger vehicles. Where applicable, the equivalent Euro NCAP classifications are also used. Numerous jurisdictions establish vehicle classification systems for tax purposes according to their construction, engine, weight, type of fuel and emissions, as well as the purpose for which they are used. Car-related taxation is based on a sustainable environmental policy known as the user pays principle and there are many differences between different nations and jurisdictions regarding vehicle class taxes and fees. For example, the power of classification was used by cities in the 1920s to exclude taxation of electric-powered vehicles because officials believed they did not cause "substantial wear upon the pavements."For research into safety, the Highway Loss Data Institute takes into account a combination of both vehicle size and other vehicle features with all passenger cars that do not fit the definition of either "sports" or "luxury", are classified on the basis of both vehicle length and wheelbase.

HLDI classification

Definition

Sports

Those cars with significant high performance features

Luxury

Higher-end cars that are not classified as sports

Large

Length more than 495.3 cm (195 in) and wheelbase more than 279.4 cm (110 in)

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Midsize

Length 457.3495.3 cm (180195 in) and wheelbase 266.8279.4 cm (105110 in)

Small

Length less than 457.2 cm (180 in) and wheelbase less than 266.7 cm (105 in)

The National Highway Traffic Safety Administration (NHTSA) separates vehicles into classes by the curb weight of the vehicle with standard equipment including the maximum capacity of fuel, oil, coolant, and air conditioning, if so equipped).

NHTSA classification

Code

Curb weight

Passenger cars: mini

PC/Mi

1,5001,999 lb (680907 kg)

Passenger cars: light

PC/L

2,0002,499 lb (9071,134 kg)

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Passenger cars: compact

PC/C

2,5002,999 lb (1,1341,360 kg)

Passenger cars: medium

PC/Me

3,0003,499 lb (1,3611,587 kg)

Passenger cars: heavy

PC/H

3,500 lb (1,588 kg) and over

Sport utility vehicles

SUV

Pickup trucks

PU

Vans

VAN

TYPES OF CAR:

Microcar: Straddling the boundary between car and motorbike, these

vehicles have engines under 1.0 litre, typically seat only two passengers, and are sometimes unorthodox in construction. Some microcars are three-wheelers, while the majority have four wheels. Microcars were popular in post-war Europe, where their 43

appearance led them to be called "Bubble cars". More recent microcars are often electric powered. Examples of microcars:

Isetta REVAi/G-Wiz Tata Nano

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Ultracompact car: In 2012, Japan Transport and Tourism Ministry will

allow Local government to use ultracompact cars as transport for residents and tourists in their Limiting areas. The size of ultracompact car will be less than minicars, but has engine greater Than 50cc displacement and capable for one or two person(s). Ultracompact car cannot use minicars standard, because of strict safety standards for minicars. The regulation about Running capacity and safety performance of ultracompact car will be published in early autumn. Today, there are car smaller than ultracompact cars is called category-1 motorized vehicles which it has 50cc displacement or less and only one seat for the driver.

City car: A city car is a small automobile intended for use in urban areas.
Unlike microcars, a city car's greater speed, capacity and (in perception at least) occupant protection are safer in mixed traffic environments and weather conditions. While city cars can reach highway speeds, that is not their intended use. In Japan, city cars are called kei cars. Kei cars have to meet strict size and engine requirements: engines have a maximum displacement of 660 cc and the car's length must be under 3400 mm.

Examples of city cars:

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Fiat Panda Maruti 800 Mini Alto Hyundai i10

Large family / mid-size: A class described as "large family" in Europe and

"mid-size" in the USA, these cars have room for five adults and a large trunk (boot). Engines are more powerful than small family/compact cars and six-cylinder engines are more common than in smaller cars. Car sizes vary from region to region; in Europe, large family cars are rarely over 4700 mm long, while in North America, Middle East and Australasia they may be well over 4800 mm. Examples of large family cars/mid-size cars:

Chevrolet Malibu Ford Mondeo Hyundai Sonata Ford icon flair Ford fiesta

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Full-size luxury / Grand saloon: Also known as full-size luxury cars,

grand saloons, or premium large cars, while "Oberklasse" is used in Germany. Typically a four-door saloon (sedan). These are the most powerful saloons, with six, eight and twelve-cylinder engines and have more equipment than smaller models.

Examples of grand saloons: Cadillac XTS Mercedes-Benz S-Class

Audi A8

Sports saloon / sports sedan: These are high-performance versions of

Saloons. Sometimes originally homologated for production based motorsports (Touring cars or rally cars) and like regular saloons, seats four or five people.

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Examples of sports saloons/sedans:

BMW M5 Mazdaspeed6/Mazda 6 MPS Ford Mondeo ST200

REVIEW OF LITERATURE

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Some major facts on surveying in Lucknow:

Over the last six months, many cars have faced ups and downs when it comes to sales due to market variables like fuel prices, loan interest rates etc. However, there are a few cars which sold in high numbers consistently defying the market trends. CarToq lists the top five largest selling cars in India during the period of November 2012 April 2013.

Maruti Suzuki Alto

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Photo: The Alto is the highest selling car and sells over 1000 units each month The Alto maintains its No.1 rank in sales as Maruti Suzuki sold 1,67,496 units (Alto & Alto K10 combined) over the last six months at an average of 27,916 units per month. Monthly sales average of the Alto is thrice that of its direct competition, Hyundai Eon (8,751 units per month) which was launched in September 2011. Also read: Maruti Suzuki may replace Alto with new carThe Alto is powered by a 796 cc engine that makes only 47 Bhp of power while the Alto K10 is powered by a 998 cc engine that puts out 67 Bhp of power. The ARAI-certified mileage of Alto is 19.7 Kmpl and Alto K10 is 20.20 Kmpl. The Alto is available in Std, LX, LXi variants and priced in the range of Rs. 2.40 lakh Rs. 3.39 lakh while the Alto K10 is offered in LXI, VXI variants and is priced in the range of Rs. 3.14 lakh Rs. 3.27 lakh.

Maruti Suzuki Swift

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Photo: The Swift holds the top spot in terms of sales among premium hatchbacks Its the No.1 premium hatchback and over the last six months, Maruti Suzuki sold 12000 units of Swift at an average of 2000 units per month. Monthly sales average of Swift is nearly thrice that of the Hyundai i20 (1000 units per month) and Ford Figo (6,193 units per month). The Swift petrol is powered by a 1.2-litre petrol motor that puts out 86 Bhp of power while the diesel version is powered by a 1.3-litre motor that puts out 74 Bhp of power. The ARAI-certified mileage of Swift petrol is 18.6 Kmpl and Swift diesel is 23.4 Kmpl. Also read: Maruti Swift diesel road test and review The Swift petrol is offered in LXI, VXI, ZXI variants and is priced in the range of Rs. 4.44 lakh Rs. 5.68 lakh and the Swift diesel is offered in LDI, VDI, ZDI and is priced in the range of Rs. 5.53 lakh Rs. 6.76 lakh.

Maruti Suzuki Wagon R

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Photo: The Wagon R is a practical car which is popular among buyers and sells over 400units a month The Wagon R is the third largest selling car in India. Sales of the Wagon R stood at 13000 units during November 2012 April 2013; average being 350 units per month. Monthly sales average of Wagon R is more than double that of Hyundai Santro (5,076 units per month) and nearly twelve folds when compared with its own sibling, the Maruti Suzuki Estilo (1,095 units per month). Also read: Owner Review: Maruti WagonR

The Wagon R is powered by a 998 cc engine that puts out 67 Bhp of power. The ARAI-certified mileage of the Wagon R is 18.9 Kmpl. The Wagon R petrol is offered in LX, LXI, VXI trims and is priced in the range of Rs. 3.47 lakh Rs. 4.34 lakh.

Maruti Suzuki Swift Dzire

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Photo: The new Dzire has managed to surge ahead of its competition with a monthly sales of over 400 units The Dzire ranks fourth in sales as Maruti Suzuki sold 2400 units in the last six months at an average of 600 units per month. The Dzire is the largest selling sedan in the country and is a clear winner in the segment because the monthly sales average of its rivals such as the Tata Indigo (including Manza) is 7,155 units while that of the Toyota Etios is 4,566 units only. The Dzire petrol is powered by an 86 Bhp, 1.2-litre petrol motor while the diesel version is powered by a 74 Bhp, 1.3-litre motor. The ARAI-certified mileage of the Dzire petrol is 19.1 Kmpl and the Dzire diesel is 23.4 Kmpl. Also read: 2012 Maruti Dzire road test and review: Pocket-sized fun The Dzire petrol is offered in LXI,VXI, ZXI trims and is priced in the range of Rs. 4.88 lakh Rs. 6.30 lakh while the Dzire diesel is offered in LDI, VDI, ZDI trims and is priced in the range of Rs. 5.99 lakh Rs. 7.34 lakh. 53

Tata Indica (Indica eV2 + Vista)

Photo: The Tata Vista and Indica together sold 60,524 units in the past 6 months The Indica ranks No. 5 in the top-selling cars in India. Tata Motors sold 60,524 units of Indica (including Vista) during November 2012 April 2013 at an average of 10,087 units. Monthly average sales of the Indica and Vista is nearly twice that of the Maruti Suzuki Ritz (5,123 units) and the Chevrolet Beat (4,776 units). The Indica eV2 diesel is powered by a 1.4-litre engine that puts out 68 Bhp of power and returns a fuel economy of 25 kmpl. The eV2 petrol is powered by a 1.2-litre that produces 65.3 Bhp and returns a mileage of 16.84 kmpl. The Vista petrol comes in two engines: 65 Bhp 1.2-liter motor and 89 Bhp 1.4-litre motor and returns ARAIcertified mileage of 16.7 Kmpl and 13.7 Kmpl respectively. The Vista diesel is powered by a 74 Bhp 1.3-litre motor that returns an ARAI-certified mileage of 22.3

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Kmpl. Read more: First drive: Is the new Tata Indica Vista better to drive? The Indica eV2 is offered in L/GL, LE/GLE, LS/GLS, LX/GLX trims and is priced in the range of Rs. 3.29 lakh Rs. 5.11 lakh while the Vista is offered in LS/GLS, LX/GLX, VX/GVX and ZX/ZVX trims and is priced in the range of Rs. 4.10 lakh Rs. 6.40 lakh. Summary Now that we have discussed the top five hot-selling small cars, here is the list of top 20 largest selling cars in India including hatchbacks, sedans and utility vehicles. Model Maruti Suzuki Alto Maruti Suzuki Swift Maruti Suzuki Wagon R Maruti Suzuki Dzire Tata Indica + Vista Hyundai i10 Mahindra Bolero Hyundai Eon Tata Nano Tata Indigo Maruti Suzuki Omni Ford Figo Hyundai i20 Toyota Innova Maruti Suzuki Ritz Hyundai Santro Chevrolet Beat Hyundai Verna Toyota Etios Total sales during Nov 2012 April Monthly sales 2013 average 8000 1333 7540 1256 7000 6950 6600 6500 6400 6390 6210 6100 5990 5700 5600 5400 5000 4500 4000 3000 2550 1166 1158 1100 1083 1066 1065 1035 1016 998 950 933 900 833 750 666 500 425

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Related article by an author:

Kamiya (2006)
These two of car companies are actually competitors in a service industry. If you were asked of these two companies you would like to be your fiends, you would probably choose company B, as did 95% of other respondents. It is not surprising that the service level of company B can be better experience for customers than that of company A. it is also easy to conclude that if customers consistently experience these differences between the two companies, then the brand image of company B will be much better than company A. A further point of interest arising out of this research is that people tend to prefer brands that fit their self-concept. Everyone has views about themselves and how they would like to be seen by others. And they tend to like personalities that are similar to theirs, or to those whom they admire. Thus, creating brands with personalities similar to those of a certain group of consumers will be an effective strategy. The closer the brand personality is to the consumer personality (or one which they admire or aspire to), the greater will be the willingness to buy the brand and deeper the brand loyalty.

Maumbe (2006)

Brand personality traits are formed and influenced by any direct or indirect contact that the consumer has with a brand. A brand, unlike a person, cannot think, feel or act. A brand has no objective existence at all; it is simply a collection of perception on the mind of the consumer. Consumers accept the marketing actions to humanize brands. One explanation fort this can be found in the theories of animism, which suggest that there exists need by people to anthropomorphize 56

objects

in

order

to

facilitate

interaction

with

the

nonmaterial

world.

Anthropomorphize occurs when human qualities are attributed to non human objects, e.g. brands. Consumers easily assign personality quality to inanimate objects like brands in thinking about the brands as if they are human characters. In a direct way, personality traits are associated with a brand by the people associated to that brand. One direct way to form and influence brand personality is user imaginary. User imaginary is defined as the set of human characteristics associated with the typical or stereotype user of the brand. Associations with the company employees or CEO and the brands product endorsers are also direct ways by which brand personality traits are formed and influenced. The personality traits that of the people associated with a brand are transferred directly to the brand. The theories of animism describe another process mechanism that directly explains the specific ways in which the vitality of the brand can be realized (Fournier, 2004). Spokespersons that are used in advertising can have personalities that fit those of the brand they advertise. Over time, the personalities of the spokesperson are transmitted to the brand. The brand-person associations can also have a more personal nature. Brands can be associated with person who use or used that particular brand, for example a close friend or a family member. Also, brands received as gifts can also be associated with the person from whom the gift was received. These person associations serve to animate the brand as a vital in the minds of the consumers. Obviously, this aspect is much less under the control of the marketers. Indirectly, the brand personality is created by all the elements of the marketing mix. Betra, Lehman and Singh suggest that the personality of a brand is created over time, by the entire marketing mix of the brand - its price (high or low, odd or even), retail store location (imaginary associations), product formulation (ingredients, benefits), and product form (solid/liquid. Etc.), packaging details (color, size, material, shape), symbol; used an all phases of the brand communication, sales promotion, and media advertising. Another form of animism explains how brand personality is created in a more indirect way. This form of animism involves complete anthropomorphization of the 57

brand object itself. Human qualities of emotionality and thought are transferred to the brand. This is achieved with the help of the marketing actions, especially advertising. For example, the brand character of M&M in the M&M commercials has the capacity to laugh and joke. One of the advantage of the brand personality is that based on their distinctive personalities, consumers are able to differentiate between brands. Another advantage is that the consumer can interpret the brands image in such a way that it is personally more meaningful. Brand personality encourages more active processing on the part of the consumer. Thus, the consumer put more efforts in creating and using the brand personality. A further advantage of brand personality is that life is given to a brand. By vitalizing a brand, another perspective of brand personality can be examined, namely the role of a brand as relationship partner in a consumer-brand relationship. Next we will concentrate on these consumer-brand relationships. Whether the brand is a product or a company, the company has to decide what personality traits the brand is to have. There are various ways of creating brand personality. One way is to match the brand personality as closely as possible to that of consumers or to the personality that they like. The process will be Define the target audience Find out what they need, want and like Build a consumer personality profile Create the product personality to match that profile

This type of approach is favored by companies such as Levi Strauss, who research their target audience fastidiously. For Levis the results is a master brand personality that is: Original Masculine Sexy 58

Youthful Rebellious Individual Free American

A related byproduct brand personality (for a specific customer group) such as Levis 501 jeans is: Romantic Sexually attractive Rebellious physically prowess Resourceful Independent Likes being admired

Both profile appeal mostly to the emotional side of the peoples minds- to their feelings and sensory function. This profiling approach aims to reinforce the selfconcept of the consumers and their aspirations. The approach is ideal for brands that adopt a market-niche strategy, and can be extremely successful if a market segment has a degree of global homogeneity, as is the case with Levis.

Chinua Achebe 2009:

User imaginary user imaginary can be based on either typical users (people you see using the brand) or idealized users (as portrayed in advertising and else were). User imaginary can be powerful driver of brand personality, in part because the user is already a person and thus the difficulty of conceptualizing the brand personality is reduced. For example Charlie has a feminine, strongly independent brand personality driven by it user imaginary. The upscale personality of Mercedes and the sexy, 59

sophisticated personality of Calvin Klein are similarly influenced by user imaginary. Sponsorship activities such as events sponsored by the brand will influence its personality. Swatch, for example, reinforces its offbeat, youthful personality will targeted sponsorships that have included the Freestyle Ski World Cup in Breckenridge, the first International

Age how long a brand has been on the market can affect its personality. Thus new entrants such as Apple, MCI, and Saturn tend to have younger brand personalities than brand such as IBM, AT&T, and Chevrolets, and it as all too common far a major dominate brand to see as strongly and old fashioned, a brand for older people. Symbol a symbol can be powerful influence on brand personality because it can be controlled and can have extremely strong associations. Apples bitten apple, the Marlboro cowboy, the Michelin mans all helps to create and reinforce a personality for their brands.

Brand personality of cars

Are you what you drive? That is what are companies seem to be asking and in the same breath trying to convince you about. In other words, are you the Hyundai accent owner who commands immediate respect wherever she goes (including fro the potential father-in-law) or are you the suave executive from the Chevrolet ad who is ever ready to share a moment with loved one? With a plethora of new models in the market, and generic benefits (such as space or fuel efficiency) of a particular car segment hardly a distinguishing factor between car models, marketer are increasingly differentiating on the emotional pay-off a particular car model/brand provides to the customer. This, of course, varies from the segment to segment and also on how long a particular model has been in the market. 60

For instance, while advertising for entry level or smaller cars tends to focus more on the rational or functional benefits of the vehicles, the differentiations is increasingly on the emotional benefits when it comes to high end cars. Generally, it has been seen as one move up the value chain, the differentiation is more on the emotional pay-off. People buy car as an extension of their personality rather than just features. A car, in India, helps build up show off, social esteem value. The advertising would also vary according to the segment which one is targeting, he says. For instance, the Chevrolet Optra ad (which depicts a young husband driving his wife to see the moon on the occasion of Karvachauth) shows an Optra consumer as someone who believes in family values and indulging loves ones. We find that typically profile of an Optra consumer is someone who is in the age group of 35-45years and has a chauffer. He buys a car not only for himself but also for the family and tries to make up, for not being able to spend enough time, by indulging love ones, points out dutta. The positioning goes well with the companies catch lines of for a special journey called life. High end car maker Skoda auto too, through its advertising, attempts to connect with its consumer on emotional level. Car is the extension of the personality and our advertising shows the consumer to be youthful, image-conscious and even bit a macho. The campaign jointly made by Skodas marketing department and ad agency IB&W not only communicates the quality of the brand but an appreciation for the finer things in life. The target Skoda consumer is a SEC A1, primarily male, businessman or someone in the senior management, says Shashank vaid, manger (marketing), Skoda Auto India. Surely, image building does come higher in the consumers scheme of priorities when buying a new car than ever before. The importance of brand image has risen sharply in the last few years. At the segment level, the increase in importance is greater for the mid-size cars, indicating the relevance of brand among the more expensive market segments. The manufacturer need to focus more o how consumers perceive them as offering exciting cars and being committed towards them. Contemporariness of model has a big impact on purchase decision. The perception of the car in terms of its 61

performance and design, quality, sales, after sales, cost of ownership, apart from brand image, all impact upon the purchase decision. According to Bhatia, as long as advertising for cars is strongly differentiated and sharply positions the model and at the same time satisfies a define need segment, it shall have the capability to break the clutter and creates a unique and compelling reason for consumers to purchase. One good example of this is Ford Ikon- the josh machine made a tremendous impact on consumers in offering to satisfy a clear need. You can see some more of this with a recently launched premium hatch back as well. Interestingly, the strategy marketer follow changes a bit when it comes to addressing the smaller car category with the rational benefits of a brand tending to be the focal point of the campaign. We have found that typically a buyer for a smaller car (sub Rs 4 lac) looks for aspects such as reliability and fuel efficiency. This changes as we move up since in case the consumer has been with the category for a longer time and hence it is important t to talk of an emotional pay off. A case in point is the Maruti 800 campaign in which the kids who is playing with a toy Maruti 800 exclaims to his dad (when asked how long will he keep on running the car), papa ki Kara, petrol khatam hi nahin Honda. The ad cleverly conveys that the car just keeps going on and on. It ends with the voiceover telling us that Maruti Suzuki is most fuel-efficient car. However in the small car segment, the rational benefits magic is not always applicable. Take the case of Hyundai Santro, the advertising of which has evolved over the years from initially conveying mainly the functional benefits of the model to connecting with the consumer on an emotional level now.

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 OBJECTIVE AND RESEARCH METHODOLOGY

63

Objectives of the Research

The research objectives for the project undertaken can be defined as follows: To determine the demographic variables of the consumers of different brands of cars in Lucknow Examine the consumers perception about the cars. To judge the satisfaction level of car owners of different brands. The research tracks responses at following two layers

1. Product related parameters 2. Dealer related parameters To analyze the psychographic variables of the consumerss of different brand of the cars.

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Scope of the study

It is aimed to study the car market and buying behavior of the customer. The project is analyzed the demographic, psychographic and buying characteristics of the customers in buying the car. It includes the detailed study of customers focusing on the various parameters that lead to identifying and understanding the perception of the customer in buying the car brands.

Significance of the study

A brand is a set of expectations and associations evoked from company or product. A brand is how key constituents- customers, employees etc. experiences what you do. Some brands are of such great importance to people, that we speak of them as a part of ones life and identity, being used to express one. Some would say that these brands have their own personality, the brand perception, which can be defined as the set of human characteristics associated with a given brand.

65

Because many people interact with brand as though they were other people, it is important to understand what a brand perception consists of, and how its characteristics can be used to affect the relationship between the brands and its users. Knowing and understanding the brand perception gives a good insight into this relationship, and into peoples attitudes towards the brand, and is also an important guide to communicating the brand.

Like apparel and lifestyles brands, a car is extension of ones perception. People buy cars which either matches their personalities or those which provide them opportunities of being perceived as somebody they aspire to be. This becomes significant as consumers move up the value chain from small compact cars to midsize and upwards.

Research Methodology

A research process consists of stages or steps that guide the project from its conception through the final analysis, recommendations and ultimate actions. The 66

research process provides a systematic, planned approach to the research project and ensures that all aspects of the research project are consistent with each other. Research studies evolve through a series of steps, each representing the answer to a key question.

This chapter aims to understand the research methodology establishing a framework of evaluation and revaluation of primary and secondary research. The techniques and concepts used during primary research in order to arrive at findings; which are also dealt with and lead to a logical deduction towards the analysis and results.

RESEARCH DESIGN
I propose to first conduct a intensive secondary research to understand the full impact and implication of the industry, to review and critique the industry norms and reports, on which certain issues shall be selected, which I feel remain unanswered or liable to change, this shall be further taken up in the next stage of exploratory research. This stage shall help me to restrict and select only the important question and issue, which inhabit growth and segmentation in the industry. The various tasks that I have undertaken in the research design process are :

Defining the information need Design the exploratory, descriptive and causal research.

RESEARCH PROCESS
67

The research process has four distinct yet interrelated steps for research analysis It has a logical and hierarchical ordering: Determination of information research problem. Development of appropriate research design. Execution of research design. Communication of results. Each step is viewed as a separate process that includes a combination of task , step and specific procedure. The steps undertake are logical, objective, systematic, reliable, valid, impersonal and ongoing.

EXPLORATORY RESEARCH
The method I used for exploratory research was Primary Data Secondary data

PRIMARY DATA
New data gathered to help solve the problem at hand. As compared to secondary data which is previously gathered data. An example is information gathered by a questionnaire. Qualitative or quantitative data that are newly collected in the course of research, Consists of original information that comes from people and includes information gathered from surveys, focus groups, independent observations and test results. Data gathered by the researcher in the act of conducting research. This is contrasted to secondary data which entails the use of data gathered by someone other than the researcher information that is obtained directly from firsthand sources by means of surveys, observation or experimentation.

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Primary data is basically collected by getting questionnaire filled by the respondents.

SECONDARY DATA
Information that already exists somewhere, having been collected for another purpose. Sources include census reports, trade publications, and subscription services. Data that have already been collected and published for another research project (other than the one at hand). There are two types of secondary data: internal and external secondary data. Information compiled inside or outside the organization for some purpose other than the current investigation. Data that have already been collected for some purpose other than the current study. Researching information which has already been published. Market information compiled for purposes other than the current research effort; it can be internal data, such as existing sales-tracking information, or it can be research conducted by someone else, such as a market research company or the U.S. government. Published, already available data that comes from pre-existing sets of information, like medical records, vital statistics, prior research studies and archival data. Secondary source of data used consists of books and websites My proposal is to first conduct a intensive secondary research to understand the full impact and implication of the industry, to review and critique the industry norms and reports, on which certain issues shall be selected, which I feel remain unanswered or liable to change, this shall be further taken up in the next stage of exploratory research.

DESCRIPTIVE RESEARCH
STEPS in the descriptive research:

Statement of the problem

69

 Identification of information needed to solve the problem Selection or development of instruments for gathering the information Identification of target population and determination of sampling Plan. Design of procedure for information collection Collection of information Analysis of information Generalizations and/or predictions

DATA COLLECTION
Data collection took place with the help of filling of questionnaires. The questionnaire method has come to the more widely used and economical means of data collection. The common factor in all varieties of the questionnaire method is this reliance on verbal responses to questions, written or oral. I found it essential to make sure the questionnaire was easy to read and understand to all spectrums of people in the sample. It was also important as researcher to respect the samples time and energy hence the questionnaire was designed in such a way, that its administration would not exceed 4-5 mins. These questionnaires were personally administered.

The first hand information was collected by making the people fill the questionnaires. The primary data collected by directly interacting with the people. The respondents were contacted at shopping malls, markets, places that were near to showrooms of the consumer durable products etc. The data was collected by interacting with 200 respondents who filled the questionnaires and gave me the required necessary information. The respondents consisted of house wives,

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students, business men, professionals etc. the required information was collected by directly interacting with these respondents.

DETERMINATION THE SAMPLE PLAN AND SAMPLE SIZE

TARGET POPULATION
It is a description of the characteristics of that group of people from whom a course is intended. It attempts to describe them as they are rather than as the describer would like them to be. Also called the audience the audience to be served by our project includes key demographic information (i.e.; age, sex etc.).The specific population intended as beneficiaries of a program. This will be either all or a subset of potential users, such as adolescents, women, rural residents, or the residents of a particular geographic area. Topic areas: Governance, Accountability and Evaluation, Operations Management and Leadership. A population to be reached through some action or intervention; may refer to groups with specific demographic or geographic characteristics. The group of people you are trying to reach with a particular strategy or activity. The target population is the population I want to make conclusions about. In an ideal situation, the sampling frames to matches the target population. A specific resource set that is the object or target of investigation. The audience defined in age, background, ability, and preferences, among other things, for which a given course of instruction is intended. I have selected the sample trough Simple random Sampling

This involves figuring out how many samples one need.

71

The numbers of samples you need are affected by the following factors: Project goals How you plan to analyze your data How variable your data are or are likely to be How precisely you want to measure change or trend The number of years over which you want to detect a trend How many times a year you will sample each point How much money and manpower you have

SAMPLE SIZE
I have targeted 100 people in the age group above 21 years for the purpose of the research. The sample size is influenced by the target population. The target population represents the Lucknow regions. . The people were from different professional backgrounds. The details of our sample are explained in chapter named primary research where the divisions are explained in demographics section.

SAMPLING TECHNIQUE
72

Simple random sampling technique has been used to select the sample A simple random sample is a group of subjects (a sample) chosen from a larger group (a population). Each subject from the population is chosen randomly and entirely by chance, such that each subject has the same probability of being chosen at any stage during the sampling process. This process and technique is known as Simple Random Sampling, and should not be confused with Random Sampling.

Research Design
Research design is a conceptual structure within which research is conducted. A research design is the detailed blueprint used to guide a research study towards its objective. It is a series of advanced decision taken together comprising a master plan or a model for conducting the research in consonance with the research objectives. Research design is needed because it facilitates the smooth sailing of the various research operations, thereby making research as efficient as possible yielding maximum information with the minimum effort, time and money.

73

RESEARCH DESIGN

EXPLORATORY RESEARCH DESIGN

CONCLUSIVE RESEARCH DESIGN

DESCRIPTIVE RESEARCH

CAUSAL RESEARCH

74

 DATA ANALYSIS

Q1. Which brand of car you prefer to buy? 1. 2. 3. 4. 5. Honda Hyundai Maruti Suzuki Chevrolet Tata

75

Motives For buying a car

40

35

39
30

25

20

23
Series1

15

17
10

12
5

Maruti Suzuki

Chevrolet

Hyundai

Tata

Honda

Motives

Interpretation:
As per the analysis shows, increase in disposable income seems to be the most important reason for buying a car. This trend is reflected in the growth of the Per capita Disposable income and consequently the growth of the Indian automobile industry especially in the B and C segment cars. Similarly, the growing family needs like working partners, increasing family size, status, etc. add to the motives of buying a car.

Q2. You decided to buy a car brand because of (rate best 3 factors from 1 to 3 in order of your preference) 1. 2. 3. 4. 5. 6. Affordable price Technical superiority over competition Comfort Manufacturers image Value for money Safety 76

7. After sale services Product Specific Reasons for Buying a Car

2 10

32 Affordable prices Technical superiority Comfort 28 Manufacturer's image Value for money Safety After sale services

12

Interpretation:
Indian market is still the hard nut to crack for most of the automobile manufacturers. Though the Indian car industry is among the fastest growing car markets of the world still the Indian psyche is too complex for the manufacturers to understand. The most important reason for buying a car when it comes to B and C segment cars seems to be value for money. 32% of the respondents suggested that affordable prices are the most important factor while purchasing a car. This is the reason for sticking to a particular segment till the next substantial rise in the personal disposable income. This reason is followed by Value for money where the customers look for the best product, best services and best repute all bundled 77

in one with the best deal they can strike. This explains the reason for the stagnant or sudden growth in sale of B and C segment cars just before budget and near occasions like Diwali.

Product Satisfaction Level Q3. Please rate your existing car in terms of understated Interior Design features on a scale of 1 to 5 where 1 2 3 4 5 Highly Dissatisfied Dissatisfied Neutral Satisfied Highly Satisfied 1 2 3 4 5

Interior Type Seats design Leg Room Dash Board Interior Color Music System Adjustable Front seat Headrest

78

Interiors for Segment B cars

100% 3 Level of satisfaction 80% 1 3 1 3 1 3 1 3 3 1 4 4 4 4 3 3 40% 4 3 20% 3 0% 4 4 3 4 4 4 4 4 4 3 3 3 4 3
Adjustable Front Seat Headrest Music System Interior Colour Dash Board Leg Room Seat Design

4 60%

Maruti Estilo

Maruti Wagon R

Maruti Swift

Indica V2

Aveo

i10

Getz Cars

Interpretation:
Interiors play a very important role in deciding the sale of a car. More plush, comfortable and exotic the interiors are more are the chances of its being popular among the customers. For this reason manufacturers spend billions of dollars every year on R&D to continuously improve the interiors of their cars. Seats, leg room, dash board, armrests etc are few of the options which count for the interiors. As the analysis show Getz scores substantially high w.r.t. its counterparts on the account of music system installed. Similarly, Indica V2 races far ahead as far as leg room is concerned. However, Wagon R fares badly on this front. Overall, almost all cars get a mixed response in this segment as far as the interiors are concerned.

79

Customer Satisfacton based on Interiors of Cars

100% 3 3 3 3 3 3 3

Satisfaction level ( in %age)

80%

60%

4 4 5

3 40% 4 20% 4 0%

Adjustable Front Seat Headrest Music System Interior Colour Dash Board Leg Room Seat Design

In di go

B al en o

st ee m

en

M ar

Cars' Interior Parameters

In di go

Interpretation:
As one can see most of the respondents are quite happy with the interiors of their respective cars. However, one striking point observed here are that almost every car fares neutral on the adjustable front seat headset. These cars have more leg room, come with attached music systems (Verna fares the best among all cars on this front) combined with luxury features like TV screens, armrests at the back seat etc.

80

A cc

V er n

in

pt r

Q4. Which type of colour you want to purchase? 1. Blue 2. Red 3. White 4. Brown 5. Green

Color perceptionFor buying a car

40

35

39
30

25

20

23
Series1

15

17
10

12
5

White

Blue

Green

Red

Brown

Motives

As we see in the graph white color is much prefer by the consumer. 39 consumers selected a white color and brown color is the second choice by the consumer.23 consumer like red color. .

81

Customer Satisfaction Level on Safety Parameters

100% 90% 80% 3 3 4 4 4 4

Customer satisfaction level

70% 60% 50% 40% 30% 20% 10% 0%

3 3

Intensity of front light Aerodynamic Shape ABS Air Bags Crossbar under Dashboard

Esteem

Baleno

Indigo

Indigo Marina

Optra

Accent

Verna

Cars' Safety Parameters

Interpretation:
As one can see most of the respondents are quite happy with the safety parameters of their respective cars. However, one striking point observed here are that almost every car fares neutral on the safety parameters.

Q5. Please rate your existing car in terms of following parameters Parameter Fuel Consumption 1 82 2 3 4 5

Mileage ( Km/ltr) Pick Up Stability at higher speed Top speed

Customer Satisfaction Level ( %age)

Customer Satisfaction Level on the Fuel Efficiency

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 3 4 3 3 3 3 3 4 3 4 4 3 3 3 3

3 4 4 4 5 5 Stability at higher speed Pick up Mileage Fuel Consumption

Maruti Estilo (9)

Maruti Wagon R(23)

Maruti Swift

Indica V2

Aveo

i10

Getz

Cars' Fuel Efficiency Parameters

Interpretation:
The customer choice of the car highly depends upon the performance and maintenance costs of the car. This is the reason why this class of parameter was chosen for this study. And the results show that Marutis Wagon R fares the best car in its segment as most fuel efficient car of all. Similarly, Wagon R fares the best on the terms like mileage but it lags behind Hyundais Santro on pick up front. So this segment shows a mixed bag of response for the Fuel efficiency and mileage parameter. Indica V2 performs consistently on all the parameters and Getz fares really well on pick up whereas it fares badly on fuel consumption. Considered this condition for Getz it should be seen as a red signal for the manufacturers so that Getz does not end up being like Fiats Palio famous as a car for drinking petrol.

83

Customer Satisfaction Level on the basis of Fuel Efficiency

100%

Customer Satisfaction Level ( in %age terms)

90% 4 80% 70% 60% 50% 40% 3 30% 20% 10% 0% 3 3 4 3 3 3 3 3 3 3 3 3 3 4 5 5 5 5 5

Stability at higher speed Pick up Mileage Fuel Consumption

Esteem Baleno

Indigo

Indigo Marina

Optra

Accent

Verna

Car's Fuel Efficiency Parameters

Interpretation:
Segment C cars are known as hybrid car segment between the B segments fuel efficiency with the luxury of the D class. Checking the same it seems that most of the cars in this segment are placed much closed to each other with very little difference here and there. Most of the cars are fuel efficient w.r.t their weights and pick ups. Indigo fares as the best car in terms of fuel efficiency. Baleno fares a little bit behind than its counterparts as far as the stability at high speeds and mileage is concerned.

84

Dealer Service Satisfaction Level Q1. Please rate your Dealer on the understated parameters on the scale of 1 to 5 where 1 2 3 4 5 Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied 1 Distance ( Proximity) Advertisements (Promotions) Technical Facilities Cost of Service Availability of Spares Information Provided Service Time Charges Staff Car Handling ( Delivery & 2 3 4 5

service) Assured Customer Transactions Ambience of Service Center Finance ( Credit) Schemes

Dealers are the middle men between a car manufacturer and its customers. Dealer thus becomes the most important link in joining the company to its customers as he is the person who will sell the product, will deliver it and will keep on providing the after sales services to the customers as and when required. So, it becomes

85

necessary automatically to study dealer as a part of customers satisfaction journey with the product called car! Why Maruti fares so well ahead of its competitors till date and its the largest car company in India with the largest market share in A and B segment is because during the protected regime it build a dealers network so strong that its yet very difficult for most of the competitors to set up a network as large as Maruti. So wherever you go its not difficult to find a Maruti service station and a Maruti dealer. This is how Maruti has maintained relationships with its customers and has been able to convert most of them into a repeat customer. So, dealer network is something of such importance that while studying the customers satisfaction profile its almost impossible to ignore it.

86

Customer Satisfaction Level on the Basis of Dealers

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0%
(P ro xi ts m (P ity ro ) Te m ot ch io ni ns ca ) lF ac i l it Co ie st Av s of ai Se la bi rv lit ic In e yo fo f rm Sp at ar io es n Pr ov Se ided rv ic e Ti Ca m rH e an Ch dl a rg in As g es (D su re el iv d St er Cu af y st f & se Am om er rv bi ic Tr en e) an ce s a of Fi ct Se na io ns rv nc ic e e (C C en re di te t) r Sc he m es

Customer Satisfaction Level ( in %age terms)

2 1

3 5

4 3

2 4 4

2 5 4 4 5

4 Hyundai General Motors Tata Motors Maruti Suzuki

4 4

4 4

4 4 4 4 4 4

4 4

5 4

Ad

ve rt is

em en

D is

ta nc

Dealers releated parameters for diff Manufacturers

Interpretation:
While buying a car, dealers choice play a very important role in deciding the company and models choice. So dealers act as influencers on the complete buying behavior of the prospective customers. Among all the listed factors Maruti fares the best among all its counter parts in terms of dealer density which is quite obvious. Also, the cost of service provided by Maruti dealers is the lowest followed by Tata Motors. Similarly, for B and C segment cars Maruti emerges out as the clear winner among the four car companies studied all thanks to the vast, extensive and well managed dealer system.

Q2. How do you rate the brand image of your car?

87

1 Very Low
Customer Perception ( Avg)

3
Brand Image

5 Very High

Series1

5
2

4 3

4 3 3

Maruti Estilo

Maruti Wagon R

Maruti Swift

Indica V2 Car Brands

Aveo

i10

Getz

Interpretation:
As per the analysis, Santro is the car whose brand image is most preferred in the market. This is because of the reason, that its from the house of Hyundai a South Korean company known for its overall image. On the contrary Maruti Estilo and Aveo share the same platform on the brand image. This can be attributed to the fact that both these cars are relatively new on the block and market takes time to imbibe and give the brand an image. This is established by the fact that Marutis Wagon R and Swift are exactly the same as far as the image is concerned.

88

Customer Perception of Different Cars

6

Customer Perception ( Avg)

Series1

5
2

4 3

4 3

Esteem

Baleno

Indigo

Indigo Marina Car Brands

Optra

Accent

Verna

Interpretation:
As the analysis reveals GMs Optra fares as the Best Car as far as customers perception is concerned about the brand image of the car in the C segment. This is because of the fact that GM itself commands an amazing brand image among its customers. Accent and Verna both Hyundai cars share the same position.Q3. Will you recommend your car to your friends? Yes No

89

Customer's Ultimate Perception

80

73
70

60

50

Frequency

40

30

27

20

10

Yes

No

Customer Action ( Will you recommend your car to your friends?)

Interpretation:
It seems logical that satisfied customers will someday become loyal customers, in other words there is a positive correlation between customer satisfaction scores and customer buying behavior. If a customer rates the car very high in satisfying his or her needs, the car manufacturer should expect more referrals and this is reflected in the analysis that 73% customers say that they will refer their car to their friends even if they move to other segment or other brand.

Q4. Will you buy your new car in the Same segment , same manufacturer Same segment, different manufacturer Upper segment, same manufacturer Upper segment, different manufacturer

90

Customer Perception
40 35 30 25

12

Values

20 15 10 5 0 11

C B

7 23 17 17

Same Segment, Same Segment, Upper same different Segment, Same manufacturer manufacturers Manufacturer Customer Actions

Upper Segment, Different Manufacturer

Interpretation:
The analysis shows that most people when moving to upper segment will prefer a different manufacturer. And the next striking finding is that the customers will prefer both same and different manufacturers in the B segment cars and there is not much difference in the C segment also. This behavior is complex to understand as this are the customers who have given whopping response for recommending their car to their friends. Its the reason why brand perception is so difficult to understand.

91

Demographics

age group <21 21-35 36-55 >55

17

20

21 41

I surveyed around 100 people who belonged to various age groups. The survey of 4 age groups was done. The four age groups were: Less than 21 years 21 -35 years 36-54 years More than 55 years 92

MONTHLY FAMILY INCOME

monthly family income <50,000 50,001-1,00,000 1,00,001-2,00,000 >2,00,001

19 33

19

28

I surveyed around 200 people who belonged to various monthly family income groups. The survey of 4 income groups was done. The four income groups were: Less than 50000 50000 - 1,00,000 1,00,001 2,00,000 More than 2,00,001

Interpretation:
Above graphs exhibits the income bracket of the sample size, as evident the majority of the sample is in the income bracket of < 50,000 a month income. Though none of the bracket is highly skewed, this enables the study to be wide and not dependent on a set income class, which was a fortunately desirable result of simple random sampling.

Cross Tabulation
93

1. Motive to buy the car*segment car B and C

Bar Chart

20

segm ent C ar B E s t ilo W agon R S w if t

15

S a n tr o G e tz I n d ic a V 2 Aveo

t n u o C

10

E s te e m B a le n o A ccent V e rn a

I n d ig o M a r in e I n d ig o O p tra

0
le ab rd fo Af s ice pr r te Af
c Te al ic hn r io pe Su y rit e ov rc t it pe om n io

lue va

ty fe Sa

respondant's objective buying a car brand

According to the result, I found that choice of car depends upon these following factors: So the choice of car is not driven only by intensive factors such as brand perception but is hugely influenced by extensive factors such as price, service, and models available, financing options etc. also the choice of the car is largely influenced by the manufacture image. This is why Maruti is perceived as a value for money car and Getz emerges out as a winner in the B segment for this criteria. As Getz is from the house of Hyundai known for its technology and great design is far better perceived as a preferred car than other cars. But a word of caution here, this perception may or may not result in a converted sale.

2. Recommend the car to your friend*ranking of Brand and company

rt fo m Co

Interpretation:

an m a uf u ct r re 's im e ag

les sa

94

r fo ey on m

ice rv se

Bar Chart
respondants' ranking of brand and company image Very Low Low 30 Neutral High Very High

40

t n u o C

20

10

0 yes no

Would you recommend your car to your friends

Interpretation:
The graph shows that people who rank their car high or very high on the brand image are the people who recommend their car to their friend. This is something the car companies should look for as these people may not be the brand loyal but are definitely the people who help a company to reinforce the brand image propagated by the company.

3. ranking of Brand and Image*Segment B and C car

95

Bar Chart
segment Car B and C Estilo Wagon R 8 Swift i10 Getz Indica V2 6 Aveo Esteem Baleno
Count

10

Accent 4 Verna Indigo Marine Indigo Optra 2

0 Very Low Low Neutral High Very High

respondants' ranking of brand and company image

Interpretation:
This graph shows that how brand image is useful in making the choice of a car especially in the B and C segment. So, Santro is the car whose brand image is on the top and its the most preferred car.

96

Sampling
Sample size: 100 people in the age group above 21 Area of research: Lucknow City.

Research approach: Survey method. Research Instrument: Questionnaire.

T-Test

One-Sample Statistics N Which brand of car you prefer to buy ? You decide to buy a car brand because? Please rate your existing car in terms of understated Interior Design features on a scale? Which type of color you want to purchase? 90 1.6333 .48459 .05108 90 1.2889 .45579 .04804 90 Mean 1.1667 Std. Deviation .37477 Std. Error Mean .03950

90

1.4444

.49969

.05267

97

One-Sample Test Test Value = 0 95% Confidence Interval of the Difference t Which brand of car you prefer to buy ? You decide to buy a car brand because? Please rate your existing car in terms of understated Interior Design features on a scale? Which type of color you want to purchase? 31.976 89 .000 1.63333 1.5318 1.7348 26.827 89 .000 1.28889 1.1934 1.3844 29.533 Df 89 Sig. (2-tailed) .000 Mean Difference 1.16667 Lower 1.0882 Upper 1.2452

27.424

89

.000

1.44444

1.3398

1.5491

98

Reliability
Case Processing Summary N Cases Valid Excluded Total 90 0 90 % 100.0 .0 100.0

a. List wise deletion based on all variables in the procedure.

Reliability Statistics Cronbach's Alpha .840 N of Items 4

Factor Analysis
KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. Bartlett's Test of Sphericity Approx. Chi-Square Df Sig. .705 174.433 6 .000

99

Communalities Initial Which brand of car you prefer to buy ? You decide to buy a car brand because? Please rate your existing car in terms of understated Interior Design features on a scale? Which type of colour you want to purchase? 1.000 .563 1.000 .790 1.000 Extraction .587

1.000

.784

Extraction Method: Principal Component Analysis.

Total Variance Explained Compon ent 1 2 3 4 Total 2.725 .746 .328 .201 Initial Eigenvalues % of Variance 68.117 18.648 8.211 5.024 Cumulative % 68.117 86.765 94.976 100.000 Extraction Sums of Squared Loadings Total 2.725 % of Variance 68.117 Cumulative % 68.117

Extraction Method: Principal Component Analysis.

100

Component Matrixa Component 1 Which brand of car you prefer to buy ? You decide to buy a car brand because? Which car of brand you prefer to buy? Which type of colour you want to purchase? .766

.886

.889

.751

Extraction Method: Principal Component Analysis. a. 1 components extracted.

23. Please rate the following Car features. Excellent 24 18 22 Good 37 37 29 31 15 neutral 21 15 16 16 26 Poor 5 10 18 4 27 Worse 10 5 4 4 4

Availability of spares Brand of car Safety of car

Performance 35 Colour 18

101

T-Test
One-Sample Statistics N Mean 90 90 90 2.1778 2.5333 2.5000 Std. Deviation 1.00087 1.26491 1.22015 Std. Error Mean .10550 .13333 .12862

Availability of spares Brand of car Safety of car Performance

90

2.0111

1.07572

.11339

Colour

90

2.8222

1.19529

.12599

One-Sample Test Test Value = 0 95% Confidence Interval of the Difference t Availability of spares Brand of car Safety of car Performance 17.736 Color 22.400 89 89 .000 .000 2.01111 2.82222 1.7858 2.5719 2.2364 3.0726 20.642 19.000 19.438 Df 89 89 89 Sig. (2-tailed) .000 .000 .000 Mean Difference 2.17778 2.53333 2.50000 Lower 1.9681 2.2684 2.2444 Upper 2.3874 2.7983 2.7556

102

Reliability
Case Processing Summary N Cases Valid Excludeda Total 90 0 90 % 100.0 .0 100.0

a. List wise deletion based on all variables in the procedure.

Reliability Statistics Cronbach's Alpha .978 N of Items 5

Factor Analysis
KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. Bartlett's Test of Sphericity Approx. Chi-Square Df Sig. .911 717.480 10 .000

103

Communalities Initial Extraction .940 .924 .953

Availability of spares Brand of car Safety of car Performance

1.000 1.000 1.000

1.000

.914

Color

1.000

.899

Extraction Method: Principal Component Analysis.

Total Variance Explained Compon ent 1 2 3 4 5 Total 4.631 .138 .111 .067 .052 Initial Eigenvalues % of Variance 92.622 2.766 2.226 1.337 1.049 Cumulative % 92.622 95.389 97.614 98.951 100.000 Extraction Sums of Squared Loadings Total 4.631 % of Variance 92.622 Cumulative % 92.622

Extraction Method: Principal Component Analysis.

104

Component Matrixa Component 1

Availability of spares Brand of car Safety of car Performance

.970 .961 .976

.956

Color

.948

Extraction Method: Principal Component Analysis. a. 1 components extracted.

Interpretation On analyzing the component matrix we just found that 1. Consumer prefer the brand of the car mostly. 2. Better quality and service is the choice of consumer. 3. Consumer also believes in availability in maintenance. 4. Consumer mostly likes to prefer diesel car. 5. Consumer mostly wants to purchase a range 4 to 6 lakh of car.

105

 FINDINGS AND RECOMMANDATION

106

1. Motive to buy the car*segment car B and C

Bar Chart

20

segm ent C ar B E s t i lo W agon R S w if t

15

S a n tr o G e tz I n d ic a V 2 A veo

t n u o C

10

E s te e m B a le n o A ccent V e rn a

I n d ig o M a r in e I n d ig o O p tra

0
le ab rd fo Af es ic pr e lu va r te Af
c Te ic hn al S io er up r it y ov er m co t pe iti on

respondant's objective buying a car brand

According to the result, I found that choice of car depends upon these following factors: So the choice of car is not driven only by intensive factors such as brand perception but is hugely influenced by extensive factors such as price, service, and models available, financing options etc. also the choice of the car is largely influenced by the manufacture image. This is why Maruti is perceived as a value for money car and Getz emerges out as a winner in the B segment for this criteria. As Getz is from the house of Hyundai known for its technology and great design is far better perceived as a preferred car than other cars. But a word of caution here, this perception may or may not result in a converted sale.

2. Recommend the car to your friend*ranking of Brand and company

rt fo m Co

Interpretation:

an m tu ac uf re r's e ag im

y et af

s le sa

107

rm fo ey on

e ic rv se

Bar Chart
respondants' ranking of brand and company image Very Low Low 30 Neutral High Very High

40

t n u o C

20

10

0 yes no

Would you recommend your car to your friends

Interpretation:
The graph shows that people who rank their car high or very high on the brand image are the people who recommend their car to their friend. This is something the car companies should look for as these people may not be the brand loyal but are definitely the people who help a company to reinforce the brand image propagated by the company.

3. ranking of Brand and Image*Segment B and C car

108

Bar Chart
segment Car B and C Estilo Wagon R 8 Swift Santro Getz Indica V2 6 Aveo Esteem Baleno Accent 4 Verna Indigo Marine Indigo Optra 2

10

t n u o C
0 Very Low Low Neutral High Very High

respondants' ranking of brand and company image

Interpretation:
This graph shows that how brand image is useful in making the choice of a car especially in the B and C segment. So, Santro is the car whose brand image is on the top and its the most preferred car.

109

 CONCLUSION

110

Conclusion
To conclude, the results show that the companies are playing on the peripheral cues to maintain their Total Relationship Management and connect to the customers both present and potential. The companies are operating in a highly aggressive and competitive global market place and this climate has led to the emphasis on quality in all aspects. TQM focuses on integration and coordination as well as the continuous improvement of all activities and processes. Total Relationship Management (TRM) is a very recent marketing strategy and philosophy. It focuses on and is concerned with all integrated internal and external activities within and between the organizations. These two terms are integrated by the manufacturers by building good quality products and building good relationship with dealers and enhancing service levels. However, when studied from the point of view of a customer there seems to be no major difference among the car brands in a segment as far as performance is concerned. The brand perception is dependant mostly on the peripheral cues depending upon the nature and quality of the service provided along with the pricing, maintenance, availability of spare parts and related issues. So, a question arises here that is this the end of road for the branding of cars? Has the commoditization of cars has started and its time that manufacturers must read the writing on the wall? It seems so! It seems as an undercurrent sentiment is flowing and the perception of the customers is changing according to it. So this might be the reason that despite Verna faring so high on the performance parameters still lags on the account of converted sales.

The study shows that brand perception is something which starts building up before a car is purchased and goes on with its use and is reflected in the 111

recommendations the customer makes to his acquaintances for the same car. Also, its seen that the customer might not be using the car still he holds the perceptions about it. Brand personality of a car is enforced by the sellers in the mindsets of the customers and the customers react to it by forming their perceptions about the car and this reflects in the overall brand image of the car. So brand image and brand personality complement each other and the brand perception aids the building of brand image.

Dealers, as per the study findings, play a very important role in building up the brand perception of the cars. Since dealers are the connecting link between the customers and the manufacturers thus becoming the most important link in joining the company to its customers as he is the person who will sell the product, will deliver it and will keep on providing the after sales services to the customers as and when required.

So, it becomes necessary automatically to study dealer as a part of customers satisfaction journey with the product called car! Their proximity to the customers, the service provided by them and the relationship maintained by them with the customers helps the car companies to establish and reinstate the brand personality communicated by them to the customers.

Finally the major point that emerges out of this detailed study is a caution for the car companies. It says that there is no doubt that Indian car market may be growing with a double digit figure still the car companies have a long way to travel to convince their customers about the brand personality of their cars and how it suits the prospective buyers. Simply because it simply is not a guarantee that how so ever good the customer might be holding the brand perception and how so ever good the brand image may be it is not a guarantee that it will convert into sale. Cars just like clothes and accessories suit the style and persona of a person and since all cars will become commodity someday the key to sell and excel in the market will lie with a person who knows how to use the perceptions of the 112

customers to its use and sell the cars coz ultimately only that car survives which sells!

ANNEXURE

REFRENCES BIBLOGRAPHY QUESTIONNAIRE

113

REFRENCES:
This report is research process of various brands of car like Hyundai, Maruti Suzuki , Tata motors, Toyota etc. This research is to find out the consumers perception towards purchasing car in lucknow .

Other then these several other information this report consist of following main features.

1. Car process study. 2. Different brands of car study. 3. Tata process study of car 4. Common development process. 5. Profile of the car. 6 .Data analysis of the car 7. Consumer perception study about the car.

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BIBLOGRAPHY

Sites Visited http://www.siamindia.com/scripts/industrystatistics.aspx www.autocarindia.com/Video/341277,honda-amaze-vs-maruti-dzire-aspx http://www.overdrive.com/products/ http://www.hyundai.com/in/en/Main/i10/index.html http://www.ibef.org/industry/india-automobiles.aspx http://marutisuzuki.com/showroom.aspx

www.wikipedia.org/wiki/car http://www.chevrolet.co.in/vehicles/cars.html http://www.india.ford.com/cars

Books consulted Building Strong Brands- David A Aaker page no. 99-101, 108- 123 page of car branding.
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QUESTIONNAIRE:
For Consumers :

Q1. What is your Gender? 1. Male 2. Female Q2. Age? 1.20-22 2.23-25 3.26-27 4.28-30 Q3.What is your marital status? 1. Single 2. Married 3. Engaged 4. Divorced 5. Others Q4. What is your nationality?

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1. Indian 2. Other Q5. What is your monthly income? 1. below 10000 Rs. 2.10001- 20000 Rs. 3. 20001 - 40000 Rs. 4. 40001 - 80000Rs. 5. 80001- 160000Rs. Q6. What is your current occupation? 1. Student 2. Employed part time 3. Employed full time 4. Unemployment 5. Retired 6. Others Q7. What is current educational level? 1. under high/technical /professional school 2. college/University 3. Post graduate 4. above graduate 5. Others Q8. Do you have a car? 1. Yes 2. No Q9. If yes which brand you preferred before? 1. Hyundai 117

2. Tata 3. Maruti Suzuki 4. Ford 5. Mahindra Q10. What type of car you purchased before? 1. Micro car 2. Large family car 3. Full size car 4. Sports 5. Others Q11. Among the following factor which one matches you most?

Very Not Very Neutral Important unimportant important Important 1.Brand 2.Price 3.Safety 4.Speed 5.Performance 6.Technology 7.Color 8.Size 9.Equipment and Interior 10.Exterior Design 11.Interior Design Resale value Q12. Choose follow purchasing sources which you will use for purchasing the car. (More than one choice)* 1. Boucher

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2. Dealer sales staff 3. car magazines 4 .Friends and family members 5. News paper advertising 6. TV advertising on internet 7 Car shows Q13. Who used car most? 1. Myself 2. My wife 3. My parents 4. My family members 5. Others Q14. Who will influence you when you buy or want to buy a car? 1. Friends/Family 2. Brand representative 3. Make my own choice 4. Seller 5. Advertisements Q15. Which type of color you want to purchase? 1. Green 2. Black 3. White 4. Red 5. Others Q16. Which brand of car you prefer to buy? 1. Honda 119

2. Tata 3. Mahindra 4. Maruti Suzuki 5. Ford 6. Others Q17. What is the usage of your Car? 1. Shopping 2. Pick up family members 3. Social activities 4. Travelling 5. Works Q18. Which kind of car transmission you prefer? 1. Automatic 2. Manual

Q19. How much service you want free on buying a Car? 1. 2 2. 4 3. 6 4. 8 5. 10

Q20. Do you prefer to buy new car orsecond hand car? 1. New 2. Second hand

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Q21. Who would pay for your car? 1. Pay by oneself 2. Share with parents 3. Parents pay for car 4. Others

Q22. Which bank you preferred for the loan?

1. Private Banks 2. Nationalized Banks

Q23.Which type of engine based car you want to buy? 1. Diesel car 2. Petrol car 3. Cylinders kit car Q24. Do you prefer National brand? 1. Yes 2. No

Q25. Brand loyality is important for you? 1. Yes 2. No

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Dealer Service Satisfaction Level

Q1. Please rate your Dealer on the understated parameters on the scale of 1 to 5 where 1 2 3 4 5 Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied 1 Distance ( Proximity) Advertisements (Promotions) Technical Facilities Cost of Service Availability of Spares Information Provided Service Time Charges Staff Car Handling ( Delivery & service) Assured Customer Transactions Ambience of Service Center Finance ( Credit) Schemes Q2. How do you rate the brand image of your car? 1 2 3 4 5 2 3 4 5

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Very Low Q3. Will you recommend your car to your friends?

Very High

Yes No

Q4. If yes, will you buy your new car in the Same segment , same manufacturer Same segment, different manufacturer Upper segment, same manufacturer Upper segment, different manufacturer

Age group:

<21 36-55

21-35 >55

What is your monthly Family income? Less than 50000 Rs 50,000 Rs 1, 00,000 Rs 1, 00,001 Rs 2, 00,000 More than Rs 2, 00,001 Number of cars owned: Present Car (s) owned: NAME: Phone NO: SEX:

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