Consumer behaviour final copy 1

TABLE OF CONTENTS

1. ACKNOWLEDGEMENT2. UNDERTAKING3. EXECUTIVE SUMMARY4. HISTORY OF MARUTI5. ABOUT KARLO AUTOMOBILES6. PROJECT TOPICS AND ITS MEANING7. QUESTIONNAIRE8. METHODOLOGY9. DATA ANALYSIS AND FINDING10. PROBLEMS11. SUGGESTION12. CONCLUSION13. BIBLIOGRAPHY

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UNDERTAKINGS This project is empirical presentation of “consumer behaviour & awareness towards Maruti Udyog ltd.” In Gaya from “Karlo automobiles ltd. Bodhgaya”

Consumer behaviour & awareness occupies an important and place in an organisation. Today most business transactions are conducted online or via electronic means, consumers must be especially diligent about practicing consumer awareness -- protecting their identities and their resources against criminals who would exploit them. Consumers should be vigilant and aware of potential problems so they don't get ripped off by con artists. Consumers can learn how to protect their privacy, analyze advertisements, recognize scams and become a smart car buyer and home buyer using online and offline resources. Spending the time to become an aware consumer is well worth the effort to avoid paying more than is necessary -- or worse, leaving your entire bank account and financial history open to attack.

The organisation uses various measures to trace out and measure the consumer awareness & behaviour and satisfaction they open various “customer care and satisfaction” centres. They even conduct survey over it know about this customer.

This report is also based on the survey, which is conducted over 300 customers of Maruti vehicles (different brands) from different locality in the Gaya town.

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EXECUTIVE SUMMARY The main objective of this project is to demonstrate the newly launched  Maruti Alto 800 in

the commercial vehicle

It was necessary to use the techniques of application matrix to find out the major segment where 4 wheelers have a strong presence. The survey revealed the 5 major segments dominated by 4 wheelers

And the reason for it, thus providing foundation for suggesting the ways in which Maruti Alto 800 should be marketed in these segments. The operating economics were studied in the brief to get an idea about the commercial viability of these vehicles.

The sale promotion / demo were done mostly in the locality of that area covering. Manpur, Bodhgaya, katari, Gaya town to identify the major before and pockets which can be targeted. The study of consumer & provided valuable insights in to the buying behaviour and the decision making related to commercial vehicle business.

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KARLO AUTOMOBILES PVT.LTDKarlo Automobiles is one of the leading names in the automobile business in the state of Bihar. It has taken authorized dealership of Maruti in other towns as well, including the capital city of Patna. One comes across all popular brands of Maruti cars at the Maruti showroom at Bodhgaya. However, from the sales perspective the city has seen mostly low cost Maruti cars

Being more popular. The likes of Maruti 800, Omni, and Alto, Swift and alto 800 are making waves in Bodhgaya.

Total turnover as a 31st march 2011 is rs 100 crore approx

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INTRODUCTION TO THE PROJECT WORK

The main aim of my study is to appraise that whether the sales promotional on Maruti alto 800 is successful in Indian content or not for this purpose I critically examined the sales promotional activities of Maruti Suzuki (Maruti alto 800) and its impact on the target markets of Maruti alto 800 during my training in Gaya territory. And I came to a conclusion that sale promotional activities of Maruti alto 800 are getting good response from consume but there are some lacuna which need to be removed. And some imprints are needed.

Objective of project studyAs the title suggest our in is to position the Maruti alto 800 to be launched in the 4 wheeler segment, our objective are

Identify sectoral & segmental pockets Impact of luxiourous car on 4 wheeler segment Expected market share from the day of launching. Analysis of customer of Maruti alto and their mode of finance.

Research design Maruti Suzuki to splurge Rs.12 crore to produce million units of Rs.1 lakh car, profit rises 25% to Rs. 1913 crore in 2006-07

During 2000-07 the firm registered a profit after tax of Rs.1528 crore. Net income from operations, led by a sturdy growth in commercial vehicles sales, grew 33% at Rs.27, 535 crore for the year. For the Fourth quarter of the

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financial year, better sales realisations pushed net profit up to 26% to Rs.576 crore even through net income from operations rose 20% to Rs.8267 crore.

INTRODUCTION TO MARUTI SUZUKI

Maruti Suzuki is India and Nepal's leading automobile manufacturer and the market leader in the car

segment, both in terms of volume of vehicles sold and revenue earned. Until recently, 18.28% of the

company was owned by the Indian government, and 54.2% by Suzuki of Japan. The BJP-led

government held an initial public offering of 25% of the company in June 2003. As of 10 May 2007,

the government of India sold its complete share to Indian financial institutions and no longer has any

stake in Maruti Udyog.

Maruti Udyog Limited (MUL) was established in February 1981, though the actual production

commenced in 1983 with the Maruti 800, based on the Suzuki Alto kei car which at the time was the

only modern car available in India, its only competitors- the Hindustan Ambassador and Premier

Padmini were both around 25 years out of date at that point. Through 2004, Maruti Suzuki has

produced over 5 Million vehicles. Maruti Suzuki’s are sold in India and various several other countries,

depending upon export orders. Models similar to Maruti Suzuki’s (but not manufactured by Maruti

Udyog) are sold by Suzuki Motor Corporation and manufactured in Pakistan and other South

Asian countries

Manufacturing facilities

Maruti Suzuki has two manufacturing facilities in India. Both manufacturing facilities have a combined

production capacity of 14, 50,000 vehicles annually. During a recent meeting of the Gujarat chief

minister with Suzuki Motor Corp chairman & CEO Osamu Suzuki, the Chairman had said that the

work on car manufacturing plant at Mandal near Ahmadabad would be started soon.

Gurgaon Manufacturing FacilityThe Gurgaon Manufacturing Facility has three fully integrated manufacturing plants and is spread

over 300 acres (1.2 km2). All three plants have an installed capacity of 350,000 vehicles annually but

productivity improvements have enabled it to manufacture 900,000 vehicles annually. The Gurgaon

facilities also manufacture 240,000 K-Series engines annually. The entire facility is equipped with

more than 150 robots, out of which 71 have been developed in-house. The Gurgaon Facilities

manufactures the 800, Alto, Wagonr, Estilo,Omni, Gypsy, Ertiga and Eeco.

Manesar Manufacturing FacilityThe Manesar Manufacturing Plant was inaugurated in February 2007 and is spread over 600 acres

(2.4 km2). Initially it had a production capacity of 100,000 vehicles annually but this was increased to

300,000 vehicles annually in October 2008. The production capacity was further increased by 250,000

vehicles taking total production capacity to 550,000 vehicles annually. The Manesar Plant produces

the A-star, Swift, Swift DZire, SX4 and Ritz.

Government Notice to Pay Rs 235 Crore for Manesar Plant Land allotment

On June 25, 2012, Haryana State Industries and Infrastructure Development Corporation demanded

Maruti Suzuki to pay an additional Rs 235 crore for enhanced land acquisition for its Haryana plant

expansion. The agency reminded Maruti that failure to pay the amount would lead to further

proceedings and vacating the enhanced land acquisition.[47]

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Sales and service networkAs of 31 March 2011 Maruti Suzuki has 933 dealerships across 666 towns and cities in all states and union territories of India. It has 2,946 service stations (inclusive of dealer workshops

and Maruti Authorised Service Stations) in 1,395 towns and cities throughout India.[48] It has 30

Express Service Stations on 30 National Highways across 1,314 cities in India.

Service is a major revenue generator of the company. Most of the service stations are managed on

franchise basis, where Maruti Suzuki trains the local staff. Other automobile companies have not been

able to match this benchmark set by Maruti Suzuki. The Express Service stations help many stranded

vehicles on the highways by sending across their repair man to the vehicle.

Maruti InsuranceLaunched in 2002 Maruti Suzuki provides vehicle insurance to its customers with the help of the

National Insurance Company, Bajaj Allianz, New India Assurance and Royal Sundaram. The service

was set up the company with the inception of two subsidiaries Maruti Insurance Distributors Services

Pvt. Ltd and Maruti Insurance Brokers Pvt. Limited.

This service started as a benefit or value addition to customers and was able to ramp up easily. By

December 2005 they were able to sell more than two million insurance policies since its inception.[52]

Maruti FinanceTo promote its bottom line growth, Maruti Suzuki launched Maruti Finance in January 2002. Prior to

the start of this service Maruti Suzuki had started two joint ventures Citicorp Maruti and Maruti

Countrywide with CitiGroup and GE Countrywide respectively to assist its client in securing

loan. Maruti Suzuki tied up with ABN Amro Bank, HDFC Bank, ICICI Limited, Kotak Mahindra,

Standard Chartered Bank, and Sundaram to start this venture including its strategic partners in car

finance. Again the company entered into a strategic partnership with SBI in March 2003. Since March

2003, Maruti has sold over 12,000 vehicles through SBI-Maruti Finance. SBI-Maruti Finance is

currently available in 166 cities across India.

"Maruti Finance marks the coming together of the biggest players in the car finance business. They are the benchmarks in quality and efficiency. Combined with Maruti volumes and networked dealerships, this will enable Maruti Finance to offer superior service and competitive rates in the marketplace".

— Jagdish Khattar, Managing director of Maruti Udyog Limited in a press conference announcing the launch of Maruti Finance on 7

January 2002Citicorp Maruti Finance Limited is a joint venture between Citicorp Finance India and Maruti Udyog Limited its primary business stated by the company is "hire-purchase financing of Maruti Suzuki vehicles". Citi Finance India Limited is a wholly owned subsidiary of Citibank Overseas Investment Corporation, Delaware, which in turn is a 100% wholly owned subsidiary of Citibank N.A. Citi Finance India Limited holds 74% of the stake and Maruti Suzuki holds the remaining 26%.GE Capital, HDFC

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and Maruti Suzuki came together in 1995 to form Maruti Countrywide. Maruti claims that its finance program offers most competition

Maruti Suzuki Sales in November 2012New Delhi, 1st December, 2012Car market leader Maruti Suzuki India Limited sold a total of 1, 03,200 units in November 2012, and a growth of 12.5 per cent. This includes 12,318 units for export. The Company had sold a total of 91,772 units in November 2011.

The sales figures for November 2012 are given below: 

Segment Models

November Till NovemberApril'11 -March'122012 2011

% Change

2012-13 2011-12%

Change

Passenger Vehicles

 A: Passenger cars : Mini

M800, Alto, A-Star, Wagonr

36679 38921 -5.8% 263935 298830 -11.7% 491389

A: Passenger cars : Compact

Swift, Estilo, Ritz 23849 22159 7.6% 158925 133533 19.0% 235754

A: Passenger cars : Super Compact

DZire 13502 10403 29.8% 101041 60787 66.2% 110132

A: Passenger cars : Mid-Size

SX4 692 1433 -51.7% 4248 11662 -63.6% 17997

A: Passenger cars : Executive

Kizashi 71 162 -56.2% 141 336 -58.0% 458

TOTAL A: PASSENGER CARS 74793 73078 2.3% 528290 505148 4.6% 855730

B: Utility VehiclesGypsy,Grand Vitara,Ertiga*

7439 180 4032.8% 55205 4296 1185.0% 6525

C: Vans Omni, Eeco 8650 9612 -10.0% 76607 97973 -21.8% 144061

Total Domestic Sales 90882 82870 9.7% 660102 607417 8.7% 1006316

Total Export Sales 12318 8902 38.4% 72478 73783 -1.8% 127379

Total Sales (Domestic + Export) 103200 91772 12.5% 732580 681200 7.5% 1133695

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IMPORTANT MILESTONES

1982

Licence and JV agreement signed between Maruti udhyog ltd. & SMC of Japan

Maruti udhyog ltd. Was incorporated under the provision of the Indian companies act,1956

1983

Maruti 800, a 796cc hatchback , India’s first affordable car,

Production was started under JVA

1984

Launched Omni Installed capacity reached 40,000 units

1985 Launched Maruti Gypsy(970cc, 4 WD off-

road vehicle)1986

Produced 100,000 vehicles

1987 Exported first lot of 500 cars to Hungary

1990 Launched India's first sedan, Maruti 1000

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1992 SMC increased its stake in Maruti Udyog

Ltd to 50%

1993 Launched Zen

1994 Produced 1 million cars Launched Esteem

1996 Launched 24-hour Maruti-On-Road Service

1999 Produced 2 million cars Launched Baleno  Launched Wagon R Third plant inaugurated in Gurgaon

2000 Launched IDTR jointly with the Delhi

government to promote safe driving (A CSR Initiative)

Launched Alto

2001 Launched Versa

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Launched Maruti True Value (pre-owned car business)

2002 Inaugurated Children's Park in Delhi 

(A CSR Initiative) SMC increased its stake in Maruti to 54.2%

2003 Launched Grand Vitara Produced 4 million cars Listed on Bombay Stock Exchange and

National Stock Exchange

2005 Launched Swift

2006 Maruti launched 'Dill Se' – a special

programme for Indians living abroad, to facilitate them to gift Maruti cars on line to friends and relatives back at home

MOU signed with Government of Haryana to set up IDTR

Inaugurated 2nd IDTR at Delhi (A CSR Initiative)

Launched Zen Estilo Produced 6 million cars

2007

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Launched Swift Diesel Inaugurated the fourth assembly line and

diesel engine plant at Manesar Launched rural scheme "Ghar Ghar Mein

Maruti; Mera Sapna Maruti" launched Launched SX4 First Citizen, Dr. A.P.J. Abdul Kalam visits

Maruti's facilities Maruti Udyog Limited renamed Maruti

Suzuki India Limited MOU signed with Government of Gujarat to

set up Driving and Technical Training Institute for tribal youth in Gujarat (A CSR Initiative)

Initiated community development programmes in 4 villages in Manesar (A CSR Initiative)

2008 Launched Swift DZire Inaugurated K10B engine plant at Gurgaon Launched A-star Completed 25 years of operations in India Launched National Road Safety Mission 

(A CSR Initiative)

2009 First shipment of A-stars dispatched from

Mudra port for overseas markets

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Signed MoU with Government of Uttarakhand to set up IDTR (A CSR Initiative)

Laid the foundation of two IDTRs in Haryana (A CSR Initiative)

Launched Ritz Produced 8 millionth car Haryana Government allotted 700 acres for

R&D complex at Rohtak Launched Estilo Launched IDTRs at Uttarakhand and Gujarat 

(A CSR Initiative)

2010Launched EecoAchieved landmark of producing one

million cars in one yearLaunched Alto K10, Estilo, WagonR, Eeco

CNG iGPI Green range launched - SX4, Alto

2011Launched KizashiLaunched SX4 DieselProduced 10 million cars

PRODUCT PROFILE OF MARUTI SUZUKI

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Maruti Suzuki India Limited (MSIL), a subsidiary of Suzuki Motor Corporation (SMC), Japan, is a leading

manufacturer of passenger vehicles in India, contributing to about 45% of the total industry sales in India.

The Company, formerly known as Maruti Udyog Limited, was incorporated as a joint venture (JV) between the

Government of India and Suzuki Motor Corporation on 24th February, 1981. Its first car, the Maruti 800, was

rolled out of the Gurgaon facility on 14th December, 1983.

In terms of the number of cars produced and sold worldwide, the Company is the largest subsidiary of Suzuki

Motor Corporation, Japan.

In 2010-11, the Company sold 1,271,005 vehicles, registering a growth of 24.8% over the previous year. This

comprised 1,132,739 vehicles in the domestic market and 138,266 vehicles in the international market.

Cumulatively, the Company has produced 10 million vehicles. It rolled out its 10 millionth vehicle on 15th March,

2011, a significant landmark for the Company and the automobile industry in India.

The Company's total income (Net of Excise) for the year 2010-11 was Rs. 375,224 million, a growth of 24.6%

over fiscal 2009-10. The Company has a strong balance sheet with reserves and surplus of Rs. 137,230 million

and a debt equity ratio of 0.02 as on 31st March, 2011.

1. Maruti 800 has gone beyond just being a car; it has transformed the lives of millions of people across

the country by bringing the joy of motoring to them.

2. Alto is a great combination of economy, practicality and styling. Its refreshed model offers smart

changes in the interiors. Alto is the largest selling car

in India and globally.

The Alto K10 has an appealing design that is well-complemented with elegant and smart accessories.

The powerful 1litre K-series engine makes the Alto K10 an exhilarating drive. Thoughtful engineering

has made the Alto K10,

a truly eco-friendly car.

3. With its aerodynamic contours and smooth curves, the Estilo is a perfect combination of sturdiness and

class. The all-new Estilo comes with the K-series engine, Detent Pin Transmission Technology and

cable system that offer smooth gear shifting and great handling.

4. Based on a new platform, the all-new WagonR is the tallest in its class and has a distinct sloping stance.

The new WagonR is powered with the K-series engine that delivers improved power and fuel efficiency.

The new frame type front suspension, three point control arm and gas filled McPherson struts lead to

better stability and riding comfort.

5. Made in India to meet European standards, the A-star symbolises the beginning of a revolution with its

unique aerodynamic styling. Powered by the K-series petrol engine, the A-star is ELV compliant and

ensures maximum recyclability of all parts when they complete their life span. The A-star is exported to

many countries under the brand name Suzuki Alto and Suzuki Celerio.

6. The Ritz combines modern European design, the latest in engine technology and Suzuki's global

expertise in compact cars. It is an exceptional blend of modern design and practicality with its

aerodynamic share and best-in-class headroom and legroom. The K12M petrol engine and 1.3 litre

DDiS diesel engine powering the Ritz are supremely refined and silent.

7. The new Swift comes with a new platform that makes it longer and wider. Lighter body-weight along with

improved engine dynamics, leads to best-in-class acceleration and a high power to weight ratio. While

the plush, eye-riveting interiors add exuberance, the new Swift gets an enhanced external appeal with

futuristic styling yet retains the characteristic sporty, bold and youthful DNA of 'brand Swift'. The new

Swift is powered by the advanced K-series and DDiS engines.

*Launched in August 2011

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8. With its desirable exteriors and luxurious interiors, the DZire is a car that has everything one can desire.

The car comes with excellent handling and luggage space and a spirited engine. It has reassuring

security features such as

dual front airbags, Anti-lock Brakes System (ABS) and Electronic Brake-force Distribution (EBD)

9. Revolutionary European design; world class "drive-by-wire" technology; most spacious in its class;

steering-mounted audio controls; maximum ground clearance in its class; high on safety with dual

airbags; Anti-lock Brake System (ABS) and Electronic Brake-force Distribution (EBD) are the SX4's

salient features. The recently added VVT technology adds a feather to its crown. SX4 now also comes

with a 1.3 litre diesel engine.

10. Kizashi with its dynamic contours mirrors an athlete in motion and makes a bold and powerful

impression. The fine balance of elegance and sportiness makes it a design marvel. A product of in-

house engineering and designing by Suzuki, it is India's first sports luxury sedan. Powered by a 2.4 litre

engine, the car has upscale interiors and excellent safety features provided by the eight standard

airbags.

11. Distinctively styled, the third generation Grand Vitara takes three decades of Suzuki SUV heritage to the

next level. The Vitara model first hit the roads in Japan in 1988 as a 3-door part-time four wheel drive. In

its second avatar, the Vitara came armed with a stylish design, superior engineering and a new name,

the Grand Vitara.

12. Omni is truly India's original MPV. Today it is available in five variants, 5 seater, 8 seater, cargo, and

ambulance and liquefied petroleum gas (LPG). It meets diverse needs across different user segments

and can double up both as a people carrier and a goods carrier. It is easy on the pocket, yet tough on

the job.

13. Be it a short trip, a picnic or a drive to the market, things are always best enjoyed when done with the

family. Eeco has a perfect mix of power, style, space, comfort and safety that ensures you and your

family has an enjoyable experience every time. The Eeco is available as a 5-seater and a 7-seater and

in the cargo

version as well.

14. With superb manoeuvrability, smooth handling and raw energy, packed into a sleek yet rugged frame,

the Gypsy King is the real adventure MUV whether ploughing through dirt tracks, climbing formidable

terrain or making way through city traffic. Maruti Suzuki is proud to support the operations of the

country's defence services with the tailor made Gypsy King.

Maruti Suzuki financial results 2011-12

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New Delhi, 28th April, 2012; The Board of Directors of Maruti Suzuki India Limited approved the

financial results for the quarter ending March 31, 2012 and for the full year 2011-12 here today.

Quarter 4 2011-12

Q4 2011-12 Q4 2010-11 % change

Net Sales Rs. 114,864 Mn Rs 97,967 Mn Up by 17.2%

Net Profit Rs. 6,398 Mn Rs. 6,599 Mn Up by 17.2%

Total Volume 360,334 nos 343,340 nos Up by 4.9%

During the Quarter, the Company sold a total of 360,334 units as compared to 343,340 units in the same

period previous year reflecting a growth of 4.9 per cent. 

While adverse currency movements made a significant impact during the Quarter, the Company was

able to largely offset it through localization and internal cost control.

Financial Year 2011-12

2011-12 2010-11 % change

Net Sales Rs. 347,059 Mn Rs. 358,490 Mn Down by 3.2%

Net Profit Rs. 16,351 Mn Rs. 22,887 Mn Down by 28.6%

Total Volume 1,133,695 nos 1,271,005 nos Down by 10.8%

Domestic 1,006,316 nos 1,132,739 nos Down by 11.2%

Exports 127,379 nos 138,266 nos Down by 7.9%

For the year, the Company¿s bottomline was impacted by adverse currency movement and increased

commodity prices. The overall slowdown in the car market, including the skew towards diesel cars, also

affected performance.

Dividend maintained at 150 per cent

The Board of Directors recommended a dividend of 150 per cent (Rs 7.50 per share of face value Rs. 5/-)

for 2011-12. The dividend in 2010-11 was also at 150 per cent.

CONSUMER BEHAVIOUR

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Consumer behaviour is the study of individuals, groups, or organizations and the processes they use to select, secure, and dispose of products, services, experiences, or ideas to satisfy needs and the impacts that these processes have on the consumer and society. It blends elements from psychology, sociology, social anthropology and economics. It attempts to understand the decision-making processes of buyers, both individually and in groups. It studies characteristics of individual consumers such as demographics and behavioural variables in an attempt to understand people’s wants. It also tries to assess influences on the consumer from groups such as family, friends, reference groups, and society in general.

Customer behaviour study is based on consumer buying behaviour, with the customer playing the three distinct roles of user, payer and buyer. Research has shown that consumer behaviour is difficult to predict, even for experts in the field. Relationship marketing is an influential asset for customer behaviour analysis as it has a keen interest in the re-discovery of the true meaning of marketing through the re-affirmation of the importance of the customer or buyer. A greater importance is also placed on consumer retention, customer relationship management, personalisation, customisation and one-to-one marketing. Social functions can be categorized into social choice and welfare functions.

Each method for vote counting is assumed as social function but if Arrow’s possibility theorem is used for a social function, social welfare function is achieved. Some specifications of the social functions are decisiveness, neutrality, anonymity, monotonicity, unanimity, homogeneity and weak and strong Pareto optimality. No social choice function meets these requirements in an ordinal scale simultaneously. The most important characteristic of a social function is identification of the interactive effect of alternatives and creating a logical relation with the ranks. Marketing provides services in order to satisfy customers. With that in mind, the productive system is considered from its beginning at the production level, to the end of the cycle, the consumer (Kioumarsi et al., 2009).

ACCORDING TO WEBSTER DICTIONARY,” consumer behaviour is all psychological, social & physical behaviour of potential consumer as they become aware of evaluate purchase ,consume & tell other people about product and services.”

ACCORDING TO KURTZ & BOONE ,”consumer behaviour consists of the act of the individual in obtaining and using goods & services including the decision preceves & determine these act”

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ACCORDING TO WALTER & PAUL , “consumer behaviour is the process where why individual decide whether ,what ,when , where , how and from whom to purchase goods and services”

ACCORDING TO MOWEN, “consumer behaviour is the decision process and physical activity individual engage in when evaluating acquiring using or disposing of goods and services.”

ACCORDING TO JACOB, “ consumer behaviour reflects the totally of consumer decision with respect to the aquision usage & disposition of goods , services , time & ideas by human decision making unit.”

CONSUMER AWARENESS In the modern economic age, when most business transactions are conducted online or via electronic means, consumers must be especially diligent about practicing consumer awareness -- protecting their identities and their resources against criminals who would exploit them. Consumers should be vigilant and aware of potential problems so they don't get ripped off by con artists. Consumers can learn how to protect their privacy, analyze advertisements, recognize scams and become a smart car buyer and home buyer using online and offline resources. Spending the time to become an aware consumer is well worth the effort to avoid paying more than is necessary -- or worse, leaving your entire bank account and financial history open to attack

Consumer Action

Consumers who want advice about buying big-ticket items such as a car or a home can get information on the Consumer Action Website. Tips for buying a car include comparing vehicles for performance, safety and service; finding out how much the dealer paid for the car; learning about manufacturer's rebates; comparing prices from different dealers; and avoiding costly extras such as extended warranties. Tips for buying a home include working with a real estate agent who represents you, the buyer; comparing prices of recently sold homes in the neighbourhood that are similar; and having the property inspected by a professional.

Health

There is so much information available about health care it is sometimes difficult to separate effective and approved remedies from scams. The Federal Trade Commission publication "Who Cares: Information about Health Care Products and Services" helps older consumers by providing links to organizations on a variety of topics. These include alternative medicine, care giving, generic drugs and hormone therapy. The FTC also provides a website with information about health scams, including false

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cures for cancer and ineffective weight loss products and dietary supplements

MARKETING RESEARCH

Marketing research is "the function that links the consumers, customers, and public to the marketer

through information — information used to identify and define marketing opportunities and problems;

generate, refine, and evaluate marketing actions; monitor marketing performance; and improve

understanding of marketing as a process. Marketing research specifies the information required to

address these issues, designs the method for collecting information, manages and implements the

data collection process, analyzes the results, and communicates the findings and their implications.

It is the systematic gathering, recording, and analysis of qualitative and quantitative data about issues

relating to marketing products and services. The goal of marketing research is to identify and assess

how changing elements of the marketing mix impacts customer behaviour. The term is commonly

interchanged with market research; however, expert practitioners may wish to draw a distinction, in

that market research is concerned specifically with markets, while marketing research is concerned

specifically about marketing processes.

Marketing research is often partitioned into two sets of categorical pairs, either by target market:

Consumer marketing research, and

Business-to-business (B2B) marketing research

Or, alternatively, by methodological approach:

Qualitative marketing research, and

Quantitative marketing research

Consumer marketing research is a form of applied sociology that concentrates on understanding the

preferences, attitudes, and behaviours of consumers in a market-based economy, and it aims to

understand the effects and comparative success of marketing campaigns. The field of consumer

marketing research as a statistical science was pioneered by Arthur Nielsen with the founding of

the ACNielsen Company in 1923.

Thus, marketing research may also be described as the systematic and objective identification,

collection, analysis, and dissemination of information for the purpose of assisting management in

decision making related to the identification and solution of problems and opportunities in marketing.

Role of marketing research (MR)

The task of marketing research (MR) is to provide management with relevant, accurate, reliable, valid,

and current information. Competitive marketing environment and the ever-increasing costs attributed

to poor decision making require that marketing research provide sound information. Sound decisions

are not based on gut feeling, intuition, or even pure judgment.

Marketing managers make numerous strategic and tactical decisions in the process of identifying and

satisfying customer needs. They make decisions about potential opportunities, target market

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selection, market segmentation, planning and implementing marketing programs, marketing

performance, and control. These decisions are complicated by interactions between the controllable

marketing variables of product, pricing, promotion, and distribution. Further complications are added

by uncontrollable environmental factors such as general economic conditions, technology, public

policies and laws, political environment, competition, and social and cultural changes. Another factor

in this mix is the complexity of consumers. Marketing research helps the marketing manager link the

marketing variables with the environment and the consumers. It helps remove some of the uncertainty

by providing relevant information about the marketing variables, environment, and consumers. In the

absence of relevant information, consumers' response to marketing programs cannot be predicted

reliably or accurately. Ongoing marketing research programs provide information on controllable and

non-controllable factors and consumers; this information enhances the effectiveness of decisions

made by marketing managers.

Traditionally, marketing researchers were responsible for providing the relevant information and

marketing decisions were made by the managers. However, the roles are changing and marketing

researchers are becoming more involved in decision making, whereas marketing managers are

becoming more involved with research. The role of marketing research in managerial decision making

is explained further using the framework of the "DECIDE" model:

The DECIDE model conceptualizes managerial decision making as a series of six steps. The decision

process begins by precisely defining the problem or opportunity, along with the objectives and

constraints Next, the possible decision factors that make up the alternative courses of action

(controllable factors) and uncertainties (uncontrollable factors) are enumerated. Then, relevant

information on the alternatives and possible outcomes is collected. The next step is to identify and

select the best alternative based on chosen criteria or measures of success. Then a detailed plan

to develop and implement the alternative selected is developed and put into effect. Last, the outcome

of the decision and the decision process itself are evaluated.

Marketing research characteristics

First, marketing research is systematic. Thus systematic planning is required at all the stages of the

marketing research process. The procedures followed at each stage are methodologically sound, well

documented, and, as much as possible, planned in advance. Marketing research uses the scientific

method in that data are collected and analyzed to test prior notions or hypotheses. Experts in

marketing research have shown that studies featuring multiple and often competing hypotheses yield

more meaningful results than those featuring only one dominant hypothesis

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Marketing research is objective. It attempts to provide accurate information that reflects a true

state of affairs. It should be conducted impartially. While research is always influenced by the

researcher's research philosophy, it should be free from the personal or political biases of the

researcher or the management. Research which is motivated by personal or political gain

involves a breach of professional standards. Such research is deliberately biased so as to

result in predetermined findings. The objective nature of marketing research underscores the

importance of ethical considerations. Also, researchers should always be objective with

regard to the selection of information to be featured in reference texts because such literature

should offer a comprehensive view on marketing. Research has shown, however, that many

marketing textbooks do not feature important principles in marketing research.

Classification of marketing research

Organizations engage in marketing research for two reasons: (1) to identify and (2) solve marketing

problems. This distinction serves as a basis for classifying marketing research into problem

identification research and problem solving research.

Problem identification research is undertaken to help identify problems which are, perhaps, not

apparent on the surface and yet exist or are likely to arise in the future like company image, market

characteristics, sales analysis, short-range forecasting, long range forecasting, and business

trends research. Research of this type provides information about the marketing environment and

helps diagnose a problem. For example, The findings of problem solving research are used in making

decisions which will solve specific marketing problems.

The Stanford Research Institute, on the other hand, conducts an annual survey of consumers that is

used to classify persons into homogeneous groups for segmentation purposes. The National

Purchase Diary panel (NPD) maintains the largest diary panel in the United States.

Standardized services are research studies conducted for different client firms but in a standard way.

For example, procedures for measuring advertising effectiveness have been standardized so that the

results can be compared across studies and evaluative norms can be established. The Starch

Readership Survey is the most widely used service for evaluating print advertisements; another well-

known service is the Gallup and Robinson Magazine Impact Studies. These services are also sold on

a syndicated basis.

Customized services offer a wide variety of marketing research services customized to suit a

client's specific needs. Each marketing research project is treated uniquely.

Limited-service suppliers specialize in one or a few phases of the marketing research project.

Services offered by such suppliers are classified as field services, coding and data entry, data

analysis, analytical services, and branded products. Field services collect data through mail,

personal, or telephone interviewing, and firms that specialize in interviewing are called field

service organizations. These organizations may range from small proprietary organizations which

operate locally to large multinational organizations with WATS line interviewing facilities. Some

organizations maintain extensive interviewing facilities across the country for interviewing

shoppers in malls.

Coding and data entry services include editing completed questionnaires, developing a coding

scheme, and transcribing the data on to diskettes or magnetic tapes for input into the computer.

NRC Data Systems provides such services.

Analytical services include designing and pretesting questionnaires, determining the best means

of collecting data, designing sampling plans, and other aspects of the research design. Some

complex marketing research projects require knowledge of sophisticated procedures, including

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specialized experimental designs, and analytical techniques such as conjoint analysis and

multidimensional scaling. This kind of expertise can be obtained from firms and consultants

specializing in analytical services.

Data analysis services are offered by firms, also known as tab houses, that specialize in

computer analysis of quantitative data such as those obtained in large surveys. Initially most data

analysis firms supplied only tabulations (frequency counts) and cross tabulations (frequency

counts that describe two or more variables simultaneously). With the proliferation of software,

many firms now have the capability to analyze their own data, but, data analysis firms are still in

demand.

Branded marketing research products and services are specialized data collection and analysis

procedures developed to address specific types of marketing research problems. These

procedures are patented, given brand names, and marketed like any other branded product.

Types of marketing research

Marketing research techniques come in many forms, including:

Ad Tracking  – periodic or continuous in-market research to monitor a brand’s performance using

measures such as brand awareness, brand preference, and product usage. (Young, 2005)

Advertising Research  – used to predict copy testing or track the efficacy of advertisements for

any medium, measured by the ad’s ability to get attention (measured with AttentionTracking),

communicate the message, build the brand’s image, and motivate the consumer to purchase the

product or service. (Young, 2005)

Brand equity  research - how favorably do consumers view the brand?

Brand association research - what do consumers associate with the brand?

Brand attribute research - what are the key traits that describe the brand promise?

Brand name testing  - what do consumers feel about the names of the products?

Commercial eye tracking  research - examine advertisements, package designs, websites, etc. by

analyzing visual behaviour of the consumer

Concept testing  - to test the acceptance of a concept by target consumers

Cool hunting  - to make observations and predictions in changes of new or existing cultural trends

in areas such as fashion, music, films, television, youth culture and lifestyle

Buyer decision making process  research - to determine what motivates people to buy and what

decision-making process they use; over the last decade, Neuromarketing emerged from the

convergence of neuroscience and marketing, aiming to understand consumer decision making

process

Copy testing  – predicts in-market performance of an ad before it airs by analyzing audience levels of attention, linkage, motivation, entertainment, and communication, as well as breaking down

the ad’s flow of attention and flow of emotion. (Young, p 213)

Customer satisfaction research  - quantitative or qualitative studies that yields an understanding of

a customer's satisfaction with a transaction

Demand  estimation - to determine the approximate level of demand for the product

Distribution channel  audits - to assess distributors’ and retailers’ attitudes toward a

product, brand, or company

Internet strategic intelligence - searching for customer opinions in the Internet: chats, forums, web

pages, blogs... where people express freely about their experiences with products, becoming

strong opinion formers.

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Marketing effectiveness  and analytics - Building models and measuring results to determine the

effectiveness of individual marketing activities.

Mystery consumer  or mystery shopping - An employee or representative of the market research

firm anonymously contacts a salesperson and indicates he or she is shopping for a product. The

shopper then records the entire experience. This method is often used for quality control or for

researching competitors' products.

Positioning  research - how does the target market see the brand relative to competitors? - What

does the brand stand for?

Price elasticity  testing - to determine how sensitive customers are to price changes

Sales forecasting - to determine the expected level of sales given the level of demand. With

respect to other factors like Advertising expenditure, sales promotion etc.

Segmentation research  - to determine the demographic, psychographic, and behavioural

characteristics of potential buyers

Online panel  - a group of individual who accepted to respond to marketing research online

Store audit - to measure the sales of a product or product line at a statistically selected store

sample in order to determine market share, or to determine whether a retail store provides

adequate service

Test marketing  - a small-scale product launch used to determine the likely acceptance of the

product when it is introduced into a wider market

Viral Marketing Research  - refers to marketing research designed to estimate the probability that

specific communications will be transmitted throughout an individual's Social Network. Estimates

of Social Networking Potential (SNP) are combined with estimates of selling effectiveness to

estimate ROI on specific combinations of messages and media.

All of these forms of marketing research can be classified as either problem-identification research or

as problem-solving research.

There are two main sources of data - primary and secondary. Primary research is conducted from

scratch. It is original and collected to solve the problem in hand. Secondary research already exists

since it has been collected for other purposes. It is conducted on data published previously and

usually by someone else. Secondary research costs far less than primary research, but seldom

comes in a form that exactly meets the needs of the researcher.

A similar distinction exists between exploratory research and conclusive research. Exploratory

research provides insights into and comprehension of an issue or situation. It should draw definitive

conclusions only with extreme caution. Conclusive research draws conclusions: the results of the

study can be generalized to the whole population.

Exploratory research is conducted to explore a problem to get some basic idea about the solution at

the preliminary stages of research. It may serve as the input to conclusive research. Exploratory

research information is collected by focus group interviews, reviewing literature or books, discussing

with experts, etc. This is unstructured and qualitative in nature. If a secondary source of data is unable

to serve the purpose, a convenience sample of small size can be collected. Conclusive research is

conducted to draw some conclusion about the problem. It is essentially, structured and quantitative

research, and the output of this research is the input to management information systems (MIS).

Exploratory research is also conducted to simplify the findings of the conclusive or descriptive

research, if the findings are very hard to interpret for the marketing managers.

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Marketing research methods

Methodologically, marketing research uses the following types of research designs:

Based on questioning

Qualitative marketing research  - generally used for exploratory purposes - small number

of respondents - not generalizable to the whole population - statistical significance and

confidence not calculated - examples include focus groups, in-depth interviews,

and projective techniques

Quantitative marketing research  - generally used to draw conclusions - tests a

specific hypothesis - uses random sampling techniques so as to infer from the sample to

the population - involves a large number of respondents - examples include surveys

and questionnaires. Techniques include choice modelling, maximum difference

preference scaling, and covariance analysis.

Based on observations

Ethnographic  studies - by nature qualitative, the researcher observes social phenomena

in their natural setting - observations can occur cross-sectionally (observations made at

one time) or longitudinally (observations occur over several time-periods) - examples

include product-use analysis and computer cookie traces. See

also Ethnography and Observational techniques.

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Experimental techniques  - by nature quantitative, the researcher creates a quasi-artificial

environment to try to control spurious factors, then manipulates at least one of the research to

get background information, then conduct a focus group (qualitative research design) to

explore the issues. Finally they might do a full nation-wide survey (quantitative research

design) in order to devise specific recommendations for the client.

MARUTI SUZUKI MISSION

PURPOSE TO CREATE ECONOMIC ASSET FOR ROAD TRANSPORTATION FOR THE BULK MOVEMENT OF GOODS AND PEOPLE PARTICIPATE MANAGING THESE OVER THE LIFE OF ASSETS IN ORDER TO CREATE AND CAPTURE ECONOMIC VALUES.

MARUTI SUZUKI VISION To be world class corporate constantly furthering the interest of all its stake holders

QUESTIONNAIRE25 | P a g e

CORE VALUE

INTEGRITY

CUSTOMER FOCUS

CORPORATECITIZENSHIP

PASSION FOR ENGINEERING

Topic :- consumer awareness & behaviour towards Maruti Suzuki ltd.

1. Name of the respondent : ........................................................2. Age : ........................................................3. Sex : ........................................................4. Address : ........................................................5. Contact number : ..........................................................6. Occupation : ............................................................7. Income group : ..........................................................8. Do you have a car yes/no9. How did you come to know about the brand:

a) Tv adv. b) Dealerc) Sales mand) Print media

10.Do you plan purchase a car in the future yes / no11.Do you know thta there is a dealer of Maruti in gaya yes / no12.If yes, how did you come to know about it

a) Tv adv.b) Dealer’s sales manc) Print mediad) Any others..............

13.According to you impact of adv. On sale is:a) Very muchb) Very lessc) Can’t say

14.Do you think price of Maruti car is appropriate yes / no.15.Reason for you brand performance :

a) Easy to maintain c ) Mileage e ) after sale service

b) Comfort d ) safety f ) look

Thank you, for your kind cooperation

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Methodology

The survey on the topic “consumer behaviour and awareness towards Maruti udhyog ltd.”was carried by personal interview of about 300 maruti owners present in the Gaya town.

Some of the major area was survey was emphasized are:-

Magadh university Gaya college Mirza galib college Lic office NIIT Civil line police station A. p .colony S.B.I Bajaj Allianz HDFC bank & magadh gramin bank ICICI prudential life insurance Bodh Gaya town Itwan village Income & sales tax office

The sales is based on the primary data collected by moving government sector and institutes and banking institution etc., secondary data as well as collected from website of Maruti udhyog ltd.

The data are analysed by the satistitical method and are representing by some pictorial figures like bar diagram and pie diagram.

It has been tried to get the result correct and the figures are in approx

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DEMAND BY THE OWNERS OVER THE PARTICULAR BRAND

Thought the owners calculate various feature about the brands of the Maruti. But they have also not forget to count certain shortcoming , demerits and some change or improvements in the particulars models

They have told overall performing of Maruti vehicle is good but they have identified some shortcoming after driving the models like Maruti 800, omni & alto 800

DEMAND BY THE OWNERS OVER THE PARTICULAR BRAND

Dashboard and a/c should be changed Seat should be adjustable Bumper is always loose Seating arrangement & luggage carrier should be more spacious Front glass should be developed There should be power steering & power station Interior decoration should be more Speed and pickup should be increased Need powerful break Shocker should be equivalent

MOST IMPORTANT LIKED BY THE OWNER IN THEIR BRAND

The purchasing of vehicle by the people depends upon the requirement of the owners they also purchase the vehicle thinking certain feature about the particular brands.

A question was asked during the survey “what is the most important feature they liked in their brands” we have joined various type of features for the particular brand whether are Maruti 800 , omni, a-star, alto 800 etc by the owners.

It has been highlights some important features graded by owner

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ENGINE CAPICITY :- 796CC MILAGE :- 16.1 KM/L CYLINDER :- 3 VALVE :- 6 FUEL TYPE :- PETROL FUEL TANK :- 28 LITRE TURNING RADIUS :- 1.5 METRE GROUND CLEARANCE:- 170 MILLI METRE MAX POWER :- 387PS @5000RPM MAX TORQUE :- 59NM @2500 RPM ENGINE TYPE :- MPFI

FEATURES Smooth running with good balance on the road Easy maintenance Cheap and best for small family Good for town & city like Gaya & Patna (when there is traffic problem) Comfortable , safe and secure Fuel efficient and good mileage

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ENGINE CAPICITY :- 796CC MILAGE :- 19.73 KM/L CYLINDER :- 3 VALVE :- 12 FUEL TYPE :- PETROL FUEL TANK :- 28 LITRE TURNING RADIUS :- 4.6 METRE GROUND CLEARANCE:- 160 MILLI METRE MAX POWER :- 47PS @5000RPM MAX TORQUE :- 62NM @2500 RPM ENGINE TYPE :- MPFI

FEATURES

STYLIST FRONT BUMPER LUGGAGE COMPARTMENT CARPET FRONT DOOR POCKET ROTARY CONTROL FOR AC BOOSTER ASSISTED BRAKES

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MILAGE :- 14.7 KM/L CYLINDER :- 3 VALVE :- 12 FUEL TYPE :- PETROL FUEL TANK :- 4.1LITRE TURNING RADIUS :- 4.6 METRE GROUND CLEARANCE:- 165 MILLI METRE MAX POWER :- 33.3@5000RPM MAX TORQUE :- 57NM @2500 RPM ENGINE TYPE :- MPFI

FEATURES

RECLINING FRONT SEAT STEERING LOCK FRONT SEAT BELT(ELR) 2 SPEED WINDSHEILD WIPER FRONT & REAR THERMOPLASTIC BUMPER BODY GRAPHICS

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ENGINE CAPICITY :- 998CC MILAGE :- 20.2 KM/L CYLINDER :- 3 VALVE :- 12 FUEL TYPE :- PETROL FUEL TANK :- 35 LITRE TURNING RADIUS :- 4.6 METRE GROUND CLEARANCE:- 160 MILLI METRE MAX POWER :- 68PS @5000RPM MAX TORQUE :- 90 NM @2500 RPM ENGINE TYPE :- MPFI

FEATURES

BODY COLOURED WIDE BUMPERED AC WITH HEATER POWER STEERING POWER WINDOW CABEN LAMP CHILD LOCK

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ENGINE CAPICITY :- 796CC MILAGE :- 19KM/L CYLINDER :- 3 VALVE :- 12 FUEL TYPE :- PETROL FUEL TANK :- 35 LITRE TURNING RADIUS :- 4.6 METRE GROUND CLEARANCE:- 165 MILLI METRE MAX POWER :- 68PS @5000RPM MAX TORQUE :- 90NM @2500 RPM ENGINE TYPE :- K10B

FEATURES CHILD LOCK(REARDOOR) FRONT DOOR LAMB STEERING LOCK SEAT FABRIC POWER WINDOW CENTRAL DOOR LOCK

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ENGINE CAPICITY :- 1196CC MILAGE :- 14.1 KM/L CYLINDER :- 4 VALVE :- 16 FUEL TYPE :- PETROL FUEL TANK :- 40LITRE TURNING RADIUS :- 4.5METRE GROUND CLEARANCE:- 160 MILLI METRE MAX POWER :- 73PS @5000RPM MAX TORQUE :- 101NM @2500 RPM ENGINE TYPE :- ALUMINIUM

FEATURES

HEATER INTERIOR COLOUR BADGING AIR CONDITION FRONT CABEN LAMB REAR CABIN LAMB

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ENGINE CAPICITY :- 998CC MILAGE :- 18.7 KM/L CYLINDER :- 3 VALVE :- 12 FUEL TYPE :- PETROL FUEL TANK :- 35LITRE TURNING RADIUS :- 4.6METRE GROUND CLEARANCE:- 165 MILLI METRE MAX POWER :- 68PS @5000RPM MAX TORQUE :- 90NM @2500 RPM ENGINE TYPE :- K10B

FEATURES BLUE –TENT HEAD LAMBS STYLISH TAIL GATE WHEEL CAPS FRONT CABIN LAMBS(3 POSTION) GLOVE BOX WIDE OPENING DOOR

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ENGINE CAPICITY :- ( P)1197CC,(D)1248CC MILAGE :- (P)17.7KM/L CYLINDER :- 4 VALVE :- 16 FUEL TYPE :- PETROL.DIESEL FUEL TANK :- 43LITRE TURNING RADIUS :- 4.7METRE GROUND CLEARANCE:- 170 MILLI METRE MAX POWER :- (P) 85PS @6000RPM (D)90PS@4000RPM MAX TORQUE :- (P)113NM @4500 RPM(D)190NM@2000RPM ENGINE TYPE :- K-SERIES/DDIS

FEATURES CENTRAL LOCKING POWER STEERING AIR CONDITION DOUBLE HORN REAR FOG LAMB FRONT FOG LAMP

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ENGINE CAPICITY :- 998CC MILAGE :- 19 KM/L CYLINDER :- 3 VALVE :- 12 FUEL TYPE :- PETROL FUEL TANK :- 35LITRE TURNING RADIUS :- 4.5METRE GROUND CLEARANCE:- 170 MILLI METRE MAX POWER :- 67PS @5000RPM MAX TORQUE :- 90NM @2500 RPM ENGINE TYPE :- K-SERIES

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FEATURES

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FEATURES

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FEATURES

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SHARE OF MODELS IN MARUTI

DIFFERENT BRANDS OF MARUTI

Though the Maruti is leading vehicle producers of india but some of its brand is more popular and has good market share in the city.

omniesteemalto 800wagon Rzenswiftsx4maruti 800

From the above figure we conclude following things.

1. New brand of Maruti are present in market inspite of that consumers still have the faith in Maruti 800, that is why it has 23% in total brand of Maruti

2. Omni requires 24% market share3. Alto 800 occupies 39 % market share4. Zen occupies 7% market share5. Esteem and wagon R has low share that is 2 % each in Maruti brand6. SX4 & swift occupies 4 % market share each in Maruti brand

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DEMAND FOR DIFFERENT MODELSAfter asking the question about the remarks of the various models . We have got the following data

Maruti 800

very good good

average

Omni

very good good

average

Alto 800

very goodgoodaverage

A - star

very goodgoodaverage

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NAME OF THE SERVICE CENTREProviding servicing to the vehicle is one of the most critical requirements and considering over this point various company has open their servicing centre in the city and town. Being the largest car manufacturing units “Maruti udhyog ltd” has also setup its authorised servicing centre region by region.

Karlo is been authorised by the “Maruti udhyog ltd.” As authorised servicing centre in Gaya. But some other centre which are known as “M.A.S” is also prevailing in city such as “Maruti care , auto care , pioneer etc these “M.A.S” centres are somehow able to attract many customers.

The following diagram will show the condition of centres which are providing servicing for the vehicle.

a. 40% of the total owners go for local mechanics or workshop and other town for the servicing of their vehicles. Some of these customer also.

b. 25% owners come to “Karlo Automobiles Ltd.” For the servicing of their vehicle. Some of these customer also.

c. 17% of the vehicle owners go to Auto care (which is M.A.S.) for the service of their vehicle

d. 11% owners go to Maruti care which is also a M.A.S. for the servicing of the vehicle

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TYPES OF SERVICE As it discussed earlier that type of service depends upon the running upon the running of the vehicle therefore the servicing data is almost the same as of running of vehicle.

81% vehicle has travelled more than 10000 km . therefore these customers are paying servicing charge free of cost.

9% vehicle has travelled between 10000-6000 km . therefore they have been given 2nd service by the servicing centre free of cost

7% vehicle has travelled between 6000-1000 km . therefore they have been given 3rd service by the centre .

3% vehicle has travelled less 1000 km . therefore they have been provided first servicing.

1st2nd3rdpaid/s

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SATISFACTION FROM SERVICING CENTRE Since servicing play an important role for the owner’s vehicle. Therefore the service centre tries maximum effort to satisfy the owners by their working ability are some customers who are not satisfied.

It has been tried to highlights the satisfaction & dissatisfaction of different owners from different servicing centre.

auto caresatisfieddissatisfied

poineersatisfieddissatisfied

maruti caresatisfactiondissatisfaction

karlosatisfieddissatisfied

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Running of the vehicle

upto 1000 1000-6000 6000-10000 more than 100000

102030405060708090

Running of the vehicle plays a vital role in deciding the service provided to the vehicle are following the criteria on which the type of service detailed :-

a. Less than 1000 km or one month 1st serviceb. Between 1000 km -6000 km or 6m/s 2nd servicec. Between 6000 km – 10000 km or 1 year 3rd serviced. More than 1000 km paid service

The following report was found after conducting the survey

a. The vehicle of 81 % owners has travelled more than 10000 km or one year b. 7% owners vehicle has travelled between 6000-10000 km or 1 yearc. 9% vehicle has travelled between 1000-6000 km or 6 m/sd. Only 3% owners vehicles has travelled less than 1000 km or 1 month

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Why customer don’t go to karlo When the question were asked by the customer then there was a question from each of customer’s whether they are in touch with KARLO AUTOMOBi We have got an amazing results as answer which are been graded below.

52% told that they were unaware about the opening of the “KARLO AUTOMOBILES LTD” 27% told that they are the regular customers of “KARLO AUTOMOBILES LTD” 21% have told that they will visit “KARLO AUTOMOBILE LTD” in the coming future.

PROBLEMS More than 50% customers are unaware about “karlo automobile ltd” centre ,Bodh-Gaya Many customers told that that “KARLO AUTOMOBILE “ BodhGaya is located outside the

town Many customers are aware of “KARLO AUTOMOBILE” but don’t know about its servicing

centre. The quantity of work is not up to mark of both deptt. (sales & service)

SUGGESTIONi. Karlo automobile ltd. Should advertse about itself by giving their advertisement ob

T.V, newspapers &by distributing pamphlets or by placing holdings on road side.ii. Karlo should try to increase the ratio of satisfied customers from its servicing as its

66.6% onlyiii. Karlo should try to improve their quality of workiv. Some programme should be carried out by Maruti Udhyog Ltd. To adjust new

facilties in old models like A/Cv. Maruti Udhyog ltd. Should provide a mobile servicing van

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CONCLUSION THE SUGGESTION WILL ACT AS GUIDE FOR FUTUE PROJECT , WHICH MAY NOT BE PROPER TRIGGERS ONLY . THE AUTHORISED CONCERN SHOULD THINK UPON THE PROBLEMS AND SUGGESTION AS MACRO LEVEL IN ORDER TO STRENGTHEN THE BUISNESS OF MARUTI UDHYOG

BIBLIOGRAPHY

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TO COMPLETE THE PROJECT SOME OF THE FOLLOWING THINGS WERE USED FOR THE SOURCES OF INFORMATION

MARETING MANAGEMENT A BOOK BY “V.S RAMASWAMY & S. NAMAKUMARI” WEBSITE OF “MARUTI UDHYOG LTD” PERSONAL INTERVIEW OF “KARLO AUTOMOBILE LTD” MEMBER

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