The project should include relative information and details of the market so
that it is easy to draw inference from it about the current market situation .
Proper execution of plans and projects are responsible for the economic
growth of the country
OVERVIEW OF INDIAN AUTOMOTIVE INDUSTRY
The automobile industry has changed the way people live and work. The
earliest of modern cars was manufactured in the year 1895. Shortly the first
appearance of the car followed in India. As the century truned, three cars
were imported in Mumbai (India). Within decade there were total of 1025
cars in the city.
The dawn of automobile actually goes back to 4000 years when the first
wheel was used for transportation in India. In the begining of 15th century
Portuguese arrived in China and the interaction of the two cultures led to a
variety of new technologies, including the creation of a wheel that turned
under its own power. By 1600s small steam-powered engine models was
developed, but it took another century before a full-sized engine-powered
vehicle was created.
The actual horseless carriage was introduced in the year 1893 by brothers
Charles and Frank Duryea. It was the first internal-combustion motor car of
America, and it was followed by Henry Ford's first experimental car that
same year.
One of the highest-rated early luxury automobiles was the 1909 Rolls-Royce
Silver Ghost that featured a quiet 6-cylinder engine, leather interior, folding
windscreens and hood, and an aluminum body. It was usually driven by
chauffeurs and emphasis was on comfort and style rather than speed.
During the 1920s, the cars exhibited design refinements such as balloon
tires, pressed-steel wheels, and four-wheel brakes. Graham Paige DC
Phaeton of 1929 featured an 8-cylinder engine and an aluminum body.
The 1937 Pontiac De Luxe sedan had roomy interior and rear-hinged back
door that suited more to the needs of families. In 1930s, vehicles were less
boxy and more streamlined than their predecessors. The 1940s saw features
like automatic transmission, sealed-beam headlights, and tubeless tires.
The reason behind the immense growth of the India Car Industry can be
attributed to the availability of car loans, affordable rates of interest, smooth
repayment facilities and the deductions offered to the customers by the
retailers.
The constant changes in the existing car models with regard to design,
innovation, technology, and colors, have led to a fiercely competitive
market. Now that technology and innovation are not alien concepts for
Indian car makers, Indian cars are becoming increasingly sleek, stylish, and
luxurious.
• HINDUSTAN MOTORS
• MARUTI UDYOG
• REVA ELECTRIC CAR CO
• DAIMLER CHRYSLER INDIA PRIVATE LTD
• FIAT INDIA PRIVATE LTD
• FORD INDIA LTD
• GENERAL MOTORS INDIA
• HONDA SIEL CARS INDIA LTD
• HYUNDAI MOTORS INDIA LTD
• TOYOTA KIRLOSKAR MOTOR LTD
• SKODA AUTO INDIA PRIVATE LTD
• AUDI AG
• BMW
• CHEVROLET
• FORCE MOTORS
• NISSAN MOTOR CO. LTD
• PORSCHE
• ROLLS-ROYCE MOTOR
• CAR COMPANIES IN INDIA
• TATA MOTORS
CAR SEGMENTATION
With the expansion of Indian Automotive market over a period of time the
segmentation of car models came in to existence based on cars defining
characteristics namely:
• Size
• Performance
• Price
However with continuing growth of market SIAM ( Society of Indian
Automotive Manufacturers) implemented the segmentation of cars on the
basis of length of the cars.
The latest technical advancements in the car market in India include the
following features
• Power Steering
• Radial Tires
• Anti-lock Breaking Systems
• Tip-tronic Transmission
The market for small cars now occupies a substantial share of 70% out of the
annual production of 1 million cars in India. Maruti Udyog, with its
legendary Maruti -800 is the leader in the small car market. A number of
manufacturing plants are coming up for advancements in the field of small
cars. The recent launches in the small car market in India are:
Mid-sized cars are normally cars ranging from Rs. 3-8 lakh and generally
meant to be 4 seaters. The mid-sized car section has recently moved beyond
the 1 lakh target. The recent launches in the mid-size car market in India are:
• 1.4 SXI Duratorq by Ford Motor Co.
• Indigo XL by Tata Motors
Luxury cars and premium cars are quite expensive and they are purchased
for their design, innovation, and technology. They are usually priced over
Rs. 20 lakh and have many takers in India. The recent launches in the
premium car market in India and the luxury car market in India are:
Sports Utility Vehicles (SUVs) have also become very popular in India as
they are considered advantageous due to their ability to accommodate more
passengers. They are ideal for trips with the whole family. The Sport Utility
Vehicle market in India is the most booming market in India presently and
SUVs have become the fastest selling cars of India.
INTRODUCTION
MARUTI UDYOG LIMITED
Maruti Udyog Limited, a subsidiary of Suzuki Motor Corporation of
Japan, has been the leader of the Indian car market for about two decades.
Its manufacturing plant, located some 25 km south of NewDelhi in Gurgaon,
has an installed capacity of 3,50,000 units perannum, with a capability to
produce about half a millionvehicles.The company has a portfolio of 11
brands, includingMaruti 800 ,Omni, premium small car Zen, international
brands Alto andWagonR, off-roader Gypsy, mid size Esteem, luxury car
Baleno, theMPV, Versa, Swift and Luxury SUV Grand Vitara XL7.In recent
years, Maruti has made major strides towards its goal ofbecoming Suzuki
MotorCorporation's R and D hub for Asia. It hasintroduced upgraded
versions of WagonR, Zen and Esteem,completely designed and styled in-
house.Maruti's contribution as the engine of growthofthe Indian
autoindustry, indeed its impact on the lifestyle and psyche of an
entiregeneration of Indian middle class, is widely acknowledged.
Itsemotional connect with the customer continuesMaruti tops customer
satisfaction again for sixth year in a rowaccording to the J.D. Power Asia
Pacific 2005 India CustomerSatisfaction Index (CSI) Study.The company
has also ranked highest in India Sales SatisfactionStudy.The company's
quality systems and\practices have been rated as a"benchmark for the
automotive industry world-wide" by A VBelgium, global auditors for
International Organisation for\Standardisation. In keeping with its leadership
position, Marutisupports safe driving and traffic management through mass
media
messages and a state-of-the art driving training and researchinstitute that it
manages for the Delhi Government.The company's service businesses
including sale and purchase of preowned cars (TrueValue), lease and fleet
management service forcorporates (N2N), Maruti Insurance and Maruti
Finance are nowfully operational.. These initiatives, besides providing total
mobility
When it comes to Indian auto industry, the first brand that comes to Indian
customer mind is Maruthi. In our paper we are attempting to identify the
future of Maruthi Udyog Ltd which is currently the market leader. The main
questions we will be addressing are,
• Can it sustain its market share
• Will their be a decline in profits
• What can it do to keep its growth rate?
• How can it compete in the highly competitive small car segment
• What are its strategic alternatives
We will analyze the competitors briefly concentrating more on TATA
motors, one of the fast growing Indian auto manufacturer.Maruti Suzuki
India Limited is a publicly listed automaker in India. It is a leading four-
wheeler automobile manufacturer in South Asia. Suzuki Motor Corporation
of Japan holds a majority stake in the company. It was the first company in
India to mass-produce and sell more than a million cars. It is largely credited
for having brought in an automobile revolution to India. It is the market
leader in India. On 17 September 2007, Maruti Udyog was renamed to
Maruti Suzuki India Limited. The company's headquarters remain in
Gurgaon, near Delhi.
.
HISTORY OF THE COMPANY
Maruti Udyog Limited (MUL) was established in February
1981, though the actual production commenced in 1983. Through 2004,
Maruti has produced over 5 Million vehicles. Marutis are sold in India and
various several other countries, depending upon export orders. Cars similar
to Marutis (but not manufactured by Maruti Udyog) are sold by Suzuki in
Pakistan and other South Asian countries.
Around 1970, Sanjay Gandhi, political advisor and younger son to the then
Prime Minister of India, Indira Gandhi, envisioned the manufacture of an
indigenous, cost-effective, low maintenance compact car for the Indian
middle-class. Indira Gandhi's cabinet passed a unanimous resolution for the
development and production of a "People's Car". Sanjay Gandhi's company
was christened Maruti Limited. The name of the car was chosen as "Maruti",
after a Hindu deity named Marut.
At that time Hindustan Motors' Ambassador was the chief car, and the
company had come out with a new entrant, the Premier Padmini which was
slowly gaining a part of the market share dominated by the Ambassador. For
the next ten years, the Indian car market had stagnated at a volume of 30,000
to 40,000 cars for the decade ending 1983.
Sanjay Gandhi was awarded the exclusive contract and licence to design,
develop and manufacture the "People's Car". This exclusive rights of
production generated some criticism in certain quarters, which was directly
targeted at Indira Gandhi. Over the next few years, the company was
sidelined due to the Bangladesh Liberation War and emergency. In the early
days under the powerful patronage of Sanjay Gandhi, the company was
provided with free land, tax breaks and funds. Till the end of 1970s, the
company had not started the production and a prototype test model was met
with criticism and skepticism. The company went into liquidation in 1977.
The media perceived it to be another area of growing corruption. [4]
Unfortunately, Maruti started to fly only after the death of Sanjay Gandhi,
when Suzuki Motors joined the Government of India as a joint venture
partner with 50% share.[5] .
After his death, Indira Gandhi decided that the project should not be allowed
to die. Maruti entered into this collaboration with Suzuki Motors, The
collaboration heralded a revolution in the Indian car industry by producing
the Maruti 800. The car went on sale on December 14, 1983. It created a
record by taking 13 months time to go from design to rolling out cars from a
production line. By the year 1993 the company had sold up to 1,96,820 cars,
mostly by selling its chief product the Maruti 800s. By March 1994, it
produced one million vehicles, becoming the first Indian company to cross
this milestone. It reached the two million mark in October, 1997 and rolled
out its 4 millionth vehicle, an Alto-LX, on April 19, 2003.
Suzuki Motor Company was chosen from seven prospective
partnersworldwide. This was due not only to their undisputed leadership
insmall cars but also to their commitment to actively bring to
MULcontemporary technology and Japanese management practices(which
had catapulted Japan over USA to the status of the top automanufacturing
country in the world).A licence and a Joint Venture agreement was signed
between Govt ofIndia and Suzuki Motor Company (now Suzuki Motor
Corporationof Japan) in Oct 1982. MUL launched its first car Maruti800
ondecember 14,1983 at initial price of Rs.47,500.
Structure
Ownership
MUL India's leading automobile manufacturers and the market leader in the
car segment, both in terms of volume of vehicles sold and revenue earned is
a public sector initiative. 18.28% of the company is owned by the Indian
government, and 54.2% by Suzuki of Japan. The Indian government held an
Initial Public Offering of 25% of the company in June of 2003.
Ownership
Govern
others Government
ment
IPO Suzuki
IPO
others
Suzuki
Maruti TrueValue
• Maruti True Value is a service offered by Maruti Udyog to its
customers. It is a market place for used Maruti Vehicles. one can Buy,
Sell or Exchange used Maruti Vehicles with the help of this service in
India.
Key personnel
Initially R.C.Bhargava, was the managing director of the company since the
inception of the joint venture. Till today he is regarded as instrumental for
the success of Maruti Udyog. Joining in 1982 he held several key positions
in the company before heading the company as Managing Director.
Currently he is on the Board of Directors. After completing his five year
tenure, Mr. Bhargava later assumed the office of Part-Time Chairman. The
Government nominated Mr. S.S.L.N. Bhaskarudu as the Manging Director
on August 27, 1997. Mr. Bhaskarudu had joined Maruti in 1983 after
spending 21 years in the Public sector undertaking Bharat Heavy Electricals
Limited as General Manager. Later in 1987 he was promoted as Chief
General Manager, 1998 as Director, Productions and Projects, 1989
Director, Materials and in 1993 as Joint Managing Director.
Production Milestones
➢ 1st vehicle produced, December 1983
➢ 1,00,000 vehicles produced by August, 1986
➢ 5,00,000 vehicles produced by June, 1990
➢ 10,00,000 vehicles produced by March, 1994
➢ 15,00,000 vehicles produced by April, 1996
➢ 20,00,000 vehicles produced by October, 1997
➢ 25,00,000 vehicles produced by March, 1999
➢ 30,00,000 vehicles produced by June, 2000
➢ 35,00,000 vehicles produced by December 2001
➢ 40,00,000 vehicles produced by April, 2003
➢ 45,00,000 vehicles produced by April, 2009-10
Maruti
Maruti 800 STD BS III
Maruti
800 AC BS III
Omni
5
seater Maruti Omni
8
seater Maruti Omni
LPG
Maruti Omni
Maruti Alto
Alto
Alto
Lx
Alto
Lxi
Maruti Zen
Maruti
Zen Lx
Maruti
Zen Lxi
Maruti
Zen Vxi
Wagon R
WagonR
Lx
WagonR
Lxi
WagonR
Vxi
WagonR
Ax
Versa
5
seater
8
seater ( DX & DX2)
Maruti Esteem
Maruti
Esteem Lx
Maruti
Esteem Lxi
Maruti
Esteem Vxi
Baleno
Baleno
Sedan VXi
Baleno
Sedan Lxi
YEAR
CLASS BRAND NAME SLOGAN
INTRODUCED
Change your life
Maruti 800 1983
Let's go
Maruti Alto 2000
Stop @ nothing
Suzuki Alto (A-star) 2008
Upcoming model in
Suzuki Splash
2009
Super mini Maruti Wagon-R 1999 For the smarter race
Car Maruti Suzuki Swift 2005 You're the fuel
Manufacturing
Markets
Maruti has a strong domestic market presence in India. It has a market share
of 47% in the domestic market. The current market share of Indian car
industry is given below, Maruti Exports Limited is the subsidary of Maruti
Udyog Limited with its major focus on exports and it does not operate in the
domestic Indian market. The first commercial consignments of 480 cars
were sent to Hungary. By sending a consignment of 571 cars to the same
country Maruti crossed the benchmark of 3, 00,000 cars. Since its inception
export was one of the aspects government was keen to encourage. Angola,
Benin, Djibouti, Ethiopia, Europe, Kenya, Morocco, Sri Lanka, Uganda,
Chile, Costa Rica and El Salvador are some of the markets served by Maruti
Exports.
23%
MUL
46%
Hyundai
Tata
17% Others
14%
COMPANY PROFILE
HISTORY OF HYUNDAI
There are reports that the Korean government requested that Mong-Koo step
down as Hyundai Automotive's chairman in 2000 so that it could be led by a
non-family member. Mong-Koo refused, arguing that he was best qualified
to lead the company.
The Hyundai Group spent most of its history operating as one of South
Korea's largest chaebols, or conglomerates. The group displayed spectacular
growth since its founding in 1947 and its rapid expansion--to a point where
its interests included car manufacturing, construction, shipbuilding,
electronics, and financial services--reflected the achievements attained
during South Korea's economic miracle. The South Korean economy took a
turn for the worse during the late 1990s, however, which prompted President
Kim Dae Jung to launch a series of reforms aimed at dismantled large, often
corrupt, chaebols. By 2001, much of the Hyundai Group had been
dismantled. Roh Moo Hyun, elected President in 2002, continues to reform
the South Korean business sector.
One man, Chung Ju Yung, stood at the center of Hyundai's progress from
1950 until he died in 2001. Chung, considered a founding father of the
Korean chaebol structure, left school at an early age and developed what has
been described as an autocratic and unconventional management style. He
noted those areas of industry that the government had selected as crucial to
economic development and structured the group accordingly.
HYUNDAI MOTOR COMPANY
• Founded in 1967
• Brand value of US $ 4.45 billion- 2007 ( Business Week)
• Hyundai’s brand ranking improves by 3 places in best Global Brands
Survey 2007( 75 to 72)
• Sale of 3.7 million units world wide- 2005 (including the Kia brand)
• 6th largest auto manufacturer in the world- Hyundai- Kia Automotive
Group
• Sold in 193 countries through a network of over 5000 dealership
• 2006 Ideal Vehicle Brand- Hyundai- Auto Pacific USA
• Official sponsor and vehicle supplier- FIFA World Cup, Germany-
2006
The 1980s were to prove equally eventful for Hyundai Motor Company.
After the oil shock of 1979, the government took steps to protect the
industry, which had by then made large investments in plants and
equipment. It kept a tight grip on the development of this sector and in 1981
divided the market, restricting Hyundai to car and large commercial vehicle
manufacture. These regulations were revised in 1986 following the recovery
of the market, and Hyundai was able to resume manufacture of light
commercial vehicles.
By the middle of the decade, Hyundai had taken Canada by storm. Its Pony
subcompact vehicle became Canada's top-selling car less than two years
after entering the market. Hyundai's sales in Canada, where it was also
selling the Stellar, shot from none in December of 1983 to 57,500 units in
the first nine months of 1985, topping those of Honda and Nissan combined.
Total production in 1985 had risen to 450,000.
The group became intent on reducing its dependence on the U.S. markets.
By 1990, the domestic market was proving increasingly important to the
essentially export-oriented group. Both the car and construction markets
were enjoying strong demand at the end of the decade. This situation helped
Hyundai Engineering & Construction, like the vehicle operations, to take up
the slack created by declining markets abroad, particularly in the Middle
East. The group had accumulated experience in a broad range of plant
construction, including Korea's first nuclear power plant. Meanwhile exports
in the shipbuilding sector were showing a marked improvement.
Faced with this changing political scene and a less favorable international
rate of exchange, Hyundai shifted gears in the early 1990s. In automaking,
its largest enterprise, it worked to regain lost ground in the United States,
where demand for its low-priced Excel and somewhat higher-priced Sonata
models slumped in the wake of widespread consumer complaints and a
depressed entry-level market. Hyundai's new Elantra sedan, selling for
$9,000, was to be its lead item in the U.S. market. The group's chairman at
that time, Chung Ju Yung's younger brother, Chung Se-yung, was expecting
a new day for the group, as Korea itself matured with new labor and political
freedoms.
The latter years of the 1990s brought with them economic turmoil for South
Korea. In order to restore the nation's financial health, President Kim Dae
Jung, who took office in 1998, launched a series of restructuring programs
designed to reform the chaebols, many of which had become heavily debt-
burdened. His reforms included changing the ownership, business, and
financial structures of the region's large conglomerates. By this time, the
Hyundai Group was responsible for approximately 20 percent of Korea's
GDP. As such, its financial health was directly related to South Korea's
overall economic condition.
Hyundai Motor Co., on the other hand, was prospering as Korea's largest car
maker. The auto concern officially separated from the Hyundai Group in
September 2000, signaling the start of sweeping changes that led to the
eventual dismantling of what was once South Korea's largest conglomerate.
In August 2001, nine core Hyundai companies, including Hyundai
Engineering & Construction and Hynix Semiconductor Inc. (formerly
known as Hyundai Electronics Industries), left the chaebol. The separation
cut Hyundai Group's assets to just $20.8 billion and left it in control of 18
member companies. Hyundai continued to be pared down the following
year.
South Korea had bounced back from its economic crisis of 1997 and 1998 to
become a leading global force in the technology sector. By 2003, foreign
investors owned over a third of the shares of companies listed on Seoul's
stock exchange. During 2002, Roh Moo Hyun was elected president of
South Korea. Feeling the pressure from foreign investors, he maintained that
harsh reform would continue within South Korea's chaebols. A May 2003
Business Week article supported the efforts of the new president, who stated
that "slowly and steadily, good governance has been asserting itself in
Korea." Indeed, it appeared as though the powerful, family-run Korean
chaebols were a thing of the past. While this marked an end to the Hyundai
Group's history, it pointed to a fresh start for many companies bearing the
Hyundai name.
HYUNDAI MILESTONES
Drive your way is corporate slogan which represents our pledge to become a
leading Global brand. Our foremost priority is to both inspire and satisfy our
customers. Therefore, the customers’ lives (“your way”) become more
confident (“Drive”) and that we will always stand by the side.
A strong brand leads not only the improvement of corporate image, but is
also the source of long term profit.
HYUNDAI MOTORS INDIA LIMITED
• Production commences.
• Localization of 70%, which is one of the highest, amongst all car
manufacturers.
New Horizon2002
Hyundai Motor India has achieved another significant milestone with the
shipment of its 400,000th Atos Prime to its overseas markets in New Delhi
on august 6, 2007.
Currently, Hyundai Motor India is exporting Santro, Getz and the Accent
model to around 67 countries across Europe, Africa, Latin America and
Middle East.
Export Milestones
COLOURS
Solid: (1) Ebony Black (EB), Noble White( NW)
Mettalic: Brite Silver (QO), Real Earth (H2), Passion Red (Or), Space
Silver (5s), Sky Blue, Blue Onyx (2), Dynastey Red (AE), Midnight
Grey(2m), Orange Lango are available only in Santro.
CAR DETAILS
COLOURS:- Ebony Black (EB), Noble White (NW), Brite Silver (QO),
MODEL NET COMPLETE PERMANENT 3rd Yr ON
PRICE INSURANCE REGISTRATION EXTRA ROAD
WARRANTY PRICE
Accent 5,07,941/- 14,897/- 13,700/- 4,120/- 5,40,658/-
GLE
Verna-I 6,56,819/- 19,789/- 17,420/- 4,235/- 6,98,263/-
Verna- 6,75,299/- 20,317/- 17,880/- 4,235/- 7,17,731/-
XI
Verna- 7,33,414/- 21,976/- 19,340/- 4,235/- 7,78,965/-
XXI
Verna- 7,53,454/- 22,548/- 19,840/- 4,235/- 8,00,077/-
XXI-
ABS
Verna- 7,71,906/- 22,099/- 39,600/- 9,035/- 8,42,640/-
CRDI
Verna- 7,93,948/- 22,700/- 40,700/- 9,035/- 8,66,383/-
CRDI
ABS
Verna- 8,22,130/- 23,469/- 42,100/- 9,035/- 8,96,734/-
CRDI
SX
Verna- 8,44,175/- 24,071/- 43,200/- 9,035/- 9,20,481/-
CRDI
SX ABS
Space Silver (5S), Real Earth (H2), Midnight Grey (2M), & Sky Blue (only
in Accent) & Passion Red (OR), Dynasty Red (AE), Kyara (AG) only in
Verna.
PROFORMA INVOICE
CAR DETAILS
COLOURS: -
Solid: Electric Red, Vartual Yellow.
Mettalic: Alpine Blue, Oyster Gray, Sleek Silver, Blushing Red,
Champaign Gold, Deep Ocean Blue, Crystal White, Stone Black.
SANTRO
• The Santro id India’s largest exported car under the name Atos.
• Santro is produced exclusively in India and exported around the world
to over 65 countriesincluding advance markets like North America
and Europe.
Milestones
Variants
• XK Non-AC
• GL
• GLS
Dimensions
Code name PA
Model name i10
Design & Creation Hyundai- Kia R&D centre, Korea
International Debut India
Launch Time November 2007
Body Style 5 Door hatchback
Power Source 1.1 L iRDE engine
Competing Segment Compact
Variants
• D- lite
• Era
• Magna
• Magna (option pack)
• Magna ( option pack with sunroof)
Dimensions
Milestones
Variants
Petrol
• 1.1 GLE
• 1.1 GVS
• 1.1 GVS OPT
• 1.3 GLS
• 1.3 GLX
Diesel
• 1.5 GVS
Dimensions
Milestones
Dimensions
Milestone
Variants
• i
• Xi
• XXi
• CRDi VGT SX
SONATA EMBERA
Milesstone
Variants
• 2.4 M/T
• 2.4 A/T
• 2.0 CRDi M/T
• 2.0 CRDi A/T
Dimensions
Milestones
Variants
• GT
Dimensions
Milestone
• “SUV of the year 2006”: NDTV Profit- Car& Bike (India)
Dimensions
Pros:
Cons:
Estilo
Pros:
Cons:
Maruti Suzuki
Wagon R
Pros:
1. Spacious.
2. Large boot space.
3. High seat positioning.
4. Factory fitted LPG in the Duo version.
5. Maruti after sales service.
6. Maintenance is less.
7. Tall boy design good for elders to enter in.
8. Large service network.
Cons:
• To know how much customers are satisfied with the services provided
to them by Hyundai and Maruti Bareilly.
These objectives were achieved by following a well thought out plan and
defining the problem for each objectives separately.
RESEARCH METHODOLY
Research methodology is a way to systematically solve the research
objective. It may be understood as a science of studying how research is
done scientifically.
Thus when we talk of research methodology we not only talk of the research
method but also consider the logic behind the methods we use in the context
of a research study and explain why we are using a particular method or
techniques and so that research results are capable of being evaluated.
SOURCES OF DATA COLLECTION
DEALERSHIP FACILITY
Q1. Were all the products available at the showroom and whether there was
sufficient colour choice?
• Highly Satisfied
• Satisfied
• Neither Satisfied Nor Dissatisfied
• Unsatisfied
• Highly Unsatisfied
Q2. Whether the vehicles were easy to look i.e. well organized?
• Highly Satisfied
• Satisfied
• Neither Satisfied Nor Dissatisfied
• Unsatisfied
• Highly Unsatisfied
• Highly Satisfied
• Satisfied
• Neither Satisfied Nor Dissatisfied
• Unsatisfied
• Highly Unsatisfied
YOUR DEAL
• Highly Satisfied
• Satisfied
• Neither Satisfied Nor Dissatisfied
• Unsatisfied
• Highly Unsatisfied
SALES PERSON
Q5. Whether sales executives was able to give you complete product
information?
• Highly Satisfied
• Satisfied
• Neither Satisfied Nor Dissatisfied
• Unsatisfied
• Highly Unsatisfied
Q6. Were you given the adequate attention by the sales person?
• Highly Satisfied
• Satisfied
• Neither Satisfied Nor Dissatisfied
• Unsatisfied
• Highly Unsatisfied
TEST DRIVE
• Highly Satisfied
• Satisfied
• Neither Satisfied Nor Dissatisfied
• Unsatisfied
• Highly Unsatisfied
Q8. Were you satisfied with the type of test drive provided to you?
• Highly Satisfied
• Satisfied
• Neither Satisfied Nor Dissatisfied
• Unsatisfied
• Highly Unsatisfied
PAPERWORK
• Highly Satisfied
• Satisfied
• Neither Satisfied Nor Dissatisfied
• Unsatisfied
• Highly Unsatisfied
Q10. Was it easy to complete all the loan/ finance/ lease/ purchase
application?
• Highly Satisfied
• Satisfied
• Neither Satisfied Nor Dissatisfied
• Unsatisfied
• Highly Unsatisfied
DELIVERY TIME
Q11. Were you able to get the vehicle on the promised date?
• Highly Satisfied
• Satisfied
• Neither Satisfied Nor Dissatisfied
• Unsatisfied
• Highly Unsatisfied
Q12. Were all the services like after sales services, warranty explained to
you by the sales person at the time of purchase and enquiry?
• Highly Satisfied
• Satisfied
• Neither Satisfied Nor Dissatisfied
• Unsatisfied
• Highly Unsatisfied
Q13. Did delivery person focus his/ her attention on you during delivery?
• Highly Satisfied
• Satisfied
• Neither Satisfied Nor Dissatisfied
• Unsatisfied
• Highly Unsatisfied
Q14. Were the conditions at the time of delivery satisfactory i.e. free from
scratches?
• Highly Satisfied
• Satisfied
• Neither Satisfied Nor Dissatisfied
• Unsatisfied
• Highly Unsatisfied
• Highly Satisfied
• Satisfied
• Neither Satisfied Nor Dissatisfied
• Unsatisfied
• Highly Unsatisfied
Q16.Are you satisfied with the after sales services provided to you?
• Highly Satisfied
• Satisfied
• Neither Satisfied Nor Dissatisfied
• Unsatisfied
• Highly Unsatisfied
FINDINGS & ANALYSIS
• Customers are highly satisfied with the way products are displayed to
them.
• Customers are satisfied with the kind of attention they get at Maruti
Showroom.
• Customers are satisfied with the type of test drive facility provided to
them.
• Customers are satisfied by the way all the documents and services are
explained to them.
• Reception is the first point where customer will get the first
impression about Sachin Hyundai showroom and there need to be
some improvements at reception as customers are not properly
attended over there.
•
• Maruti showroom at Bareilly should arrange more space for display
• Customers are not satisfied with the after sales services so there
should be some improvements in order to engage more customers.
45
25
35
10
30
15
25
20
40
5
5
Fuel Eff.
15 35
Img. & Brd
Resale V.
Look & Stl.
Mnt.
20
Av. of product
25
5. What are your main preferences while buying
a Car?
15 20
Brand
10 Price
Dealer's Adv.
Features
Service
25
20 Prom. Schemes
10
6. Which facilities would you expect while
buying?
Low Price
10
25
10
Aft. Sale
Srv.
Incentives
Other
55
7. Which mode of payment would you prefer
while buying a Car?
30
Lump-sum
Installment
70
8. Are you satisfy with the after sales service by
dealer?
15
Yes
No
85
BIBLIOGRAPHY
Please fill out the following survey, answering the questions as accurately as
possible.
PERSONAL DETAILS:-
Name: ------------------------------------------------------------------------
Occupation: -------------------------------------------------------------
6. Which factor would you consider the most while buying a Car?
Fuel Efficiency Look & Style
Image & Brand Maintenance
Resale Value Availability of the product
10. Do you get the spare-parts of your Car easily from the market?
Yes No
14. Are you satisfy with the after sales service by dealer?
Yes No