Summer Training Project on Maruti Suzuki

8/12/2019 Summer Training Project on Maruti Suzuki

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SUMMER TRAINING PROJECT REPORT

ON

CONSUMER SATISFACTION TOWARDS MARUTI SUZUKI

A Report Submitted in Partial fulfillment of the requirements,

For award of the degree of -

BACHELOR IN BUSINESS ADMINISTRATION

Submitted to Submitted

b!

Mrs. URVESH CHAUDHERY SANCHIT THAREJA

(Asst. Prof.). BBA + MBA,

5thseester !" #r$%e&r,

''BBA*.

LINGA"A#S UNI$ERSIT"

%A& I&'titute o( M)&)*eme&t )&d Te+,&o-o*!.

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SANCHIT THAREJA //BBA012 %3t, Seme'te4 5 64d "e)4..

DECLARATION

I SANCHIT THAREJA, (#r$%e&r, 5thseester) & st$e"t of, B)+,e-o4' I& Bu'i&e''

Admi&i't4)tio& %B7B7A. fro Li&)*)!)#' U&i8e4'it! %L7I7M7A7T. here% $e-&re

th&t & !"for&t!o" &"$ f&-ts &"$ f!/res !" th!s re0ort &re or!/!"& !" "&tre, 1h!-h !s

-oe-te$ fro 2&r!os o-&t!o"s.

Th!s !"for&t!o" !s tre to the est of % 3"o1e$/e.

SANCHIT THAREJA9

B7B7A : M7B7A9

3t,'eme'te4 i& 64d

!e)49

//BBA012

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SANCHIT THAREJA ; //BBA012 %3t, Seme'te4 5 64d "e)4..

ACKNOWLEDGEMENT

It /!2es e 0e&sre to e40ress % re/&r$ &"$ se"se of /re&t !"$ete$"ess

&"$ s!"-ere /r&t!t$e to MRS URVESH CHAUDHERY for her s0er

/!$&"-e &"$ "t!r!"/ he0, -o"st&"t e"-or&/ee"t tho/ht the 0er!o$ of

0roe-t.


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5. INTR7DUCTI7N 7; THE C7MPANY.

>. RESEARCH METH7D767:Y.

*. ANA6YSIS ? INTERPRETATI7N 7; DATA.

@. ;INDIN:S.

. SU::ESTI7NS.

'. C7NC6USI7N.

''. BIB6I7:RAPHY.

'. UESTI7NNAIRE.

SANCHIT THAREJA//BBA012 %3t, Seme'te4 5 64d "e)4..

PREFACE

Ser tr&!"!"/ !s o"e of the ost 2!t& &"$ &-t!2e 0&rt for the !fe of &"&/ee"t

st$e"ts. The &s!- !$e& eh!"$ th!s !s to /!2e the 0r&-t!-& tr&!"!"/ to the st$e"ts &"$

&3e the &-&!"te$ 1!th &-t& etho$ &"$ 0ro-e$res.

As & 0&rt of B.B.A -orse, I 0re0&re$ & Ser Tr&!"!"/ Proe-t o" CONSUMER

SATISFACTION TOWARDS MARUTI SUZUKI7

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I $!$ & -&se st$% o", Co"ser S&t!sf&-t!o" to1&r$s MARUTI SUFU8I. A"

e4te"s!2e rese&r-h &"$ effort h&s ee" &$e for s--essf ff!e"t of the tr&!"!"/

re0ort.

SANCHIT THAREJA%3t, Seme'te4 5 64d "e)4..

E=ECUTI$E SUMMAR"

I" the o"th of ;er&r% '@', M&rt! U$%o/ t$. -&e !"to e4!ste"-e &"$ &ter

re2ot!o"!Ge$ the f&-e of for 1heeer &too!e se/e"t !" I"$!&. Maruti Suzuki isa joint venture between Maruti Udyog Ltd and Suzuki. Arguably, it is one of thebiggest and also most successful car manufactures in ndia. Maruti Suzuki offers a

wide range of cars from small segment to the SU!s. Maruti Suzuki currently holdsa""ro#imately $$% of the entire car market in ndia.

&ollowing is a marketing "lan for Maruti Suzuki S#' targeted towards customers who

want (a value for money( car. )y the below given "lan e#"ect to increase the sales ofthe Maruti Suzuki S#' in Mumbai *ndia+ by % by -ecember //. 0he com"any

e#"orts more than $/,/// cars annually and has domestic sales of 12/,/// carsannually. ts manufacturing facilities are located at two facilities Gurgaon

and manesar in haryana, south of Delhi. Maruti Suzuki3s 4urgaon facility has an

installed ca"acity of 5//,/// units "er annum. 0he Manesar facilities, launched in

&ebruary //1 com"rise a vehicle assembly "lant with a ca"acity of $$/,/// units "er

year and a -iesel 6ngine "lant with an annual ca"acity of //,/// engines and

transmissions. Manesar and 4urgaon facilities have a combined ca"ability to "roduceover ',$/,/// units annually.

About 2$% of all cars sold in ndia are made by Maruti. 0he com"any is $'.% owned

by the 7a"anese multinational Suzuki Motor 8or"oration "er cent of Maruti Suzuki.

0he rest is owned by "ublic and financial institutions. t is listed on the )ombay Stock

6#change and 9ational Stock 6#change of ndia.

Situation Analysis :

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0he current market situation has been analysed using :oter(s model*&6:S;S+ *


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A 0erso", -o0&"%, or other e"t!t%, 1h!-h %s /oo$s &"$ ser2!-es, 0ro$-e$ %

&"other 0erso", -o0&"%, or other e"t!t% !s 3"o1" &s & K-stoerL

Competitors :

Maruti(s com"etitors are the @onda, @yundai, &iat, 4eneral Motors andMitsubishi. &urthermore, ndia(s second hand cars sales market acts ascom"etition for the com"any. 0he main objective of the com"etitors seems tobe domination of the car markets in ndia and dethroning Maruti Suzuki from itscurrent leading "osition.

Strategies implemented by Maruti's competitors:

)ringing new models at regular intervals to enable customers to a wider choiceand also to differentiate themselves from their com"etitors.)elow are the strategies ado"ted by some of Maruti(s com"etitors

. @onda is cashing in on the goodwill of ?uality and drive comfort that is

generally associated with the brand.

. &iat is trying to sell the Linea as a value for money car which is chea"er

than the @onda city which is current market leader in this segment*@onda8ity

website //5+

Ob>e+ti8e' o( t,e Stud! ;

1.Conduct customer satisfact ion survey for Maruti Suzuki .

2.o find out customer e!"ectation from Maruti Suzuki.

3.o study t#e factors t#ose satisfy and de$ig#t t#e customer

Se-o"$&r% oe-t!2e

' .To f !"$ o t 0 ro e f&-e$ % -s toers .

.To "$erst&"$ the -stoers re!ree"t fro the M&rt! SG3!.

#.To 3"o1 -stoer o0!"!o" &ot M&rt! SG3!Ls 2eh!-es .

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SANCHIT THAREJA//BBA012 %3t, Seme'te4 5 64d "e)4..

Re'e)4+, Te+,&i?ue ;

There &re $!ffere"t t%0es of rese&r-h 1h!-h &re &s foo1s

E40or&tor% Rese&r-h

E40or&tor% $&t& &"&%s!s (EDA) !s &" &00ro&-h to &"&%G!"/$&t&for the 0r0ose of

for&t!"/ h%0otheses1orth test!"/, -o0ee"t!"/ the toos of

-o"2e"t!o"& st&t!st!-sfor test!"/ h%0otheses. It 1&s so "&e$ %Joh" T3e% to

-o"tr&st 1!thCo"f!r&tor% D&t& A"&%s!s, the ter se$ for the set of !$e&s &ot

h%0othes!s test!"/, 02&es, -o"f!$e"-e !"ter2&s et-. 1h!-h fore$ the 3e% toos !"

the &rse"& of 0r&-t!-!"/ st&t!st!-!&"s &t the t!e.

E40er!e"t& rese&r-h

E40er!e"t& rese&r-h !s -oo"% se$ !" s-!e"-es s-h &s so-!oo/% &"$

0s%-hoo/%, 0h%s!-s, -he!str%, !oo/% &"$ e$!-!"e et-. It !s & -oe-t!o" ofrese&r-h

$es!/"s1h!-h se &"!0&t!o" &"$ -o"troe$ test!"/ to "$erst&"$ -&s& 0ro-esses.

:e"er&%, o"e or ore 2&r!&es &re &"!0&te$ to $eter!"e the!r effe-t o" &

$e0e"$e"t 2&r!&e.

Des-r!0t!2e rese&r-h

Th!s rese&r-h !s &se$ o" Des-r!0t!2e rese&r-h

Des-r!0t!2e rese&r-h, &so 3"o1" &s st&t!st!-&rese&r-h, $es-r!es $&t& &"$

-h&r&-ter!st!-s &ot the0o0&t!o"or 0he"oe"o" e!"/ st$!e$. Des-r!0t!2e

rese&r-h &"s1ers the est!o"s 1ho, 1h&t, 1here, 1he" &"$ ho1.

Page | &
http://en.wikipedia.org/wiki/Data_analysishttp://en.wikipedia.org/wiki/Data_analysishttp://en.wikipedia.org/wiki/Hypothesishttp://en.wikipedia.org/wiki/Statisticshttp://en.wikipedia.org/wiki/John_Tukeyhttp://en.wikipedia.org/wiki/Statistical_hypothesis_testinghttp://www.experiment-resources.com/research-designs.htmlhttp://www.experiment-resources.com/research-designs.htmlhttp://www.experiment-resources.com/research-designs.htmlhttp://en.wikipedia.org/wiki/Statisticshttp://en.wikipedia.org/wiki/Statistical_populationhttp://en.wikipedia.org/wiki/Data_analysishttp://en.wikipedia.org/wiki/Hypothesishttp://en.wikipedia.org/wiki/Statisticshttp://en.wikipedia.org/wiki/John_Tukeyhttp://en.wikipedia.org/wiki/Statistical_hypothesis_testinghttp://www.experiment-resources.com/research-designs.htmlhttp://www.experiment-resources.com/research-designs.htmlhttp://en.wikipedia.org/wiki/Statisticshttp://en.wikipedia.org/wiki/Statistical_population


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Atho/h the $&t& $es-r!0t!o" !s f&-t&, &--r&te &"$ s%ste&t!-, the rese&r-h -&""ot

$es-r!e 1h&t -&se$ & s!t&t!o". Ths, Des-r!0t!2e rese&r-h -&""ot e se$ to -re&te

&-&s& re&t!o"sh!0, 1here o"e 2&r!&e &ffe-ts &"other. I" other 1or$s, $es-r!0t!2e

rese&r-h -&" e s&!$ to h&2e & o1 re!ree"t for !"ter"& 2&!$!t%.

Limit)tio& o( t,e P4o>e+t Stud! ;

The st$% !s !!te$ to o"% Bh&"es1&r -!t%. The %erLs eh&2!or

-h&"/es fro 0&-e to 0&-e.

The -o"serLs 0refere"-e for the 0ro$-t 3ee0s o" f-t&t!"/ $e to

-!r-st&"-es, 1h!-h the" !"2&!$&tes the re0ort.

The !"for&t!o" !s se-t!2e e-&se the -o"sers t&ste, 0refere"-es, &"$

o0!"!o" &% -h&"/e !te ofte".

The !"for&t!o" /!2e" % the res0o"$e"ts &% or &% "ot e tre e-&se

there !/ht e -&ses 1here !" the res0o"$e"ts &% "ot e ser!os. Ho1e2er

& 0oss!e -&re h&s ee" t&3e" to -oe-t &s &--r&te !"for&t!o" &s

0oss!e.


INTRODUCTION OF THE COMPAN"

INTRODUCTION

@Cu'tome4 S)ti'()+tio& Su48e! (o4 M)4uti Suui

I" th!s 1or$ of -o0et!t!o" &"% or/&"!G&t!o" -&""ot &2o!$ Cstoers. It

h&s e-oe & "e-ess!t% for &" or/&"!G&t!o" for !ts sr2!2& !" &"% !"$str% so th&t

-stoer s&t!sf&-t!o" 0&%s !0ort&"t roe !" e&-h &" e2er% 0ro$-t !fe

-%-e.Cstoer s&t !sf&-t !o" sr2e% for M&rt! SG3! !s the 0roe-t -

o" $ -t e$ fo r M&rt! SG3! Atoot!2e 02t. 6t$ !" -!t% of Ar&2&t!.

To$&% Co0&"!es &re f&-!"/to/hest -o0et!t!o" e2er. The !"te"se

-o0 et! t!o" &3es the -o0&"!es to t&3e the "e-ess&r% ste0s.To ret&!" the!r

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http://en.wikipedia.org/wiki/Causalityhttp://en.wikipedia.org/wiki/Internal_validityhttp://en.wikipedia.org/wiki/Causalityhttp://en.wikipedia.org/wiki/Internal_validity


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e4!st!"/ -stoer &s 1e &s &ttr&-t "e1 o"-e. I" the e"2!ro"e"tof &$2&"-ee"t of

the te-h"oo/% the -o0&"!es &re tr%!"/ h&r$ to 3ee0 the 0&-e 1!th &test

$e2eo0e"t.Th!s sr2e% 1! he0 the -o0&"% to 3"o1 the -stoerss&t!sf&-t!o" e2e &"$fee$&-3 of -stoers &t the 0ro$-t !" Ar&2&t!. It

1! &so he0 -o0&"% to 3"o1&ot the -o0et!tors. Th!s 1! he0 -o0&"% to

3"o1 &ot 1&"ts &"$ e40e-t&t!o" of -stoers

PR7;I6E 7; MARUTI SUFU8I

INTRODUCTION

@Cu'tome4 S)ti'()+tio& Su48e! (o4 M)4uti Suui

I" th!s 1or$ of -o0et!t!o" &"% or/&"!G&t!o" -&""ot &2o!$ Cstoers. It

h&s e-oe & "e-ess!t% for &" or/&"!G&t!o" for !ts sr2!2& !" &"% !"$str% so th&t

-stoer s&t!sf&-t!o" 0&%s !0ort&"t roe !" e&-h &" e2er% 0ro$-t !fe

-%-e.Cstoer s&t !sf&-t !o" sr2e% for M&rt! SG3! !s the 0roe-t -

o" $ -t e$ fo r M&rt! SG3! Atoot!2e 02t. 6t$ !" -!t% of Ar&2&t!.

To$&% Co0&"!es &re f&-!"/ to/hest -o0et!t!o" e2er. The !"te"se

-o0 et! t!o" &3es the -o0&"!es to t&3e the "e-ess&r% ste0s.To ret&!" the!r

e4!st!"/ -stoer &s 1e &s &ttr&-t "e1 o"-e. I" the e"2!ro"e"t of &$2&"-ee"t of

the te-h"oo/% the -o0&"!es &re tr%!"/ h&r$ to 3ee0 the 0&-e 1!th &test

$e2eo0e"t.Th!s sr2e% 1! he0 the -o0&"% to 3"o1 the -stoers

s&t!sf&-t!o" e2e &"$ fee$&-3 of -stoers &t the 0ro$-t !" Ar&2&t!. It

1! &so he0 -o0&"% to 3"o1 &ot the -o0et!tors. Th!s 1! he0 -o0&"% to3"o1 &ot 1&"ts &"$ e40e-t&t!o" of -stoers

M&rt! SG3! !s o"e of I"$!&s e&$!"/ &too!e &"f&-trers &"$ the &r3et

e&$er !" the -&r se/e"t, oth !" ters of 2oe of 2eh!-es so$ &"$ re2e"e e&r"e$.

U"t! re-e"t%, '@.@ of the -o0&"% 1&s o1"e$ % the I"$!&" /o2er"e"t, &"$

5


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st&3e !" M&rt! U$%o/ &"$ o" '* Se0teer *, M&rt! U$%o/ 6!!te$ ee"

re"&e$ M&rt! SG3! I"$!& 6!!te$. The -o0&"%s he&$&rters &re o-&te$

!"Deh!.

M&rt! U$%o/ 6!!te$ (MU6) 1&s est&!she$ !" ;er&r% '@', tho/h the &-t&

0ro$-t!o" -oe"-e$ !" '@# 1!th the M&rt! @, &se$ o" theSG3! Ato

-&r1h!-h &t the t!e 1&s the o"% o$er" -&r &2&!&e !" I"$!&, !ts o"% -o0et!tors

the H!"$st&" A&ss&$or&"$Pre!er P&$!"!1ere oth &ro"$ 5 %e&rs ot of $&te

&t th&t 0o!"t. Thro/h


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A

Ato, 9&/o"R,

Est!o, S1!ft, ASt&r,

R!tGO

>#@ 5##' . 5*@*### #. *5@

Tot)- P)''e&*e4 C)4' i Oi',i7

D!re-tors Mr. 7s& SG3!, Mr. R.C Bh&r/&2&,

Mr. D.S Br&r, Mr. A& :&"/!

Ms. P&&2! Shroff, Mr. M&"2!"$er S!"/h B&"/&.

M)4uti Suui#' M)4eti&* Mi ;

The &r3et!"/ !4 -o"s!sts of the < PLs of &r3et!"/ 1h!-h &re

Pro$-t.

Pr!-e.

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P&-e.

Proot!o".


Pro$-t Str&te/%

The -o0&"% h&s & 0ortfo!o of '# 0ro$-ts &"$ the 0ortfo!o !s $!2!$e$ !"to 5

0ro$-t !"e

A' M@.

A Ato, 9&/o" R, Est!o, S1!ft, ASt&r, R!tG.

A# S=


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Proot!o" Str&te/%

The -o0&"% &$2ert!ses !tsef 1!th the t&/!"e

The e$! of 0root!o" &re &s foo1s

A$2ert!see"ts.

TV sho1s (I"$!&Ls :ot T&e"t).

Pro$-t 9&rr&"t!es.

Tr&$e Sho1s.

Pre!s (/!fts).

S0o"sorsh!0s.

M&rt! SG3!Ls sh&re 2&e o2er the 0&st o"e %e&r

BSE NSE

Hi*, '*


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Lo 2


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Its !"-&0&!!t% to &t-h the $es!/" -o0&re$ to other -o0&"!es.


700ort"!t%

I"-re&se$ 0r-h&s!"/ 0o1er of I"$!&" M!$$e-&ss.

Ne1 se/e"ts.

H%r!$ -&rs.

T&00!"/ &r3ets ots!$e Soth As!&.

T&00!"/ the 00er -&ss &r3et.

;ore!/" -o&or&t!o".

Thre&ts

Thre&ts fro Ch!"ese M&"f&-tres.

:o& &"f&-tres !" I"$!&.

A2&!&!!t% of -he&0er 2&r!&"ts of -&r.

6e&$!"/ -o0et!t!o" fro T&t&, H%"$&! &"$ ;!&t.

6&-3 of !""o2&t!o" !" $!ese e"/!"e te-h"oo/%.

R&0!$ -h&"/e !" -stoer 0refere"-e.

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Aimi&* )t )+,ie8i&* ) bette4 ')ti'()+tio& ;

Pro2!$!"/ 0ro$-ts &"$ ser2!-es th&t e4-ee$ -stoer e40e-t&t!o"s. I" or$er to

e4-ee$ -stoer e40e-t&t!o"s, the% tr% to e oth o$ &"$ tho/htf !" the

&-t!o"s the% t&3e.

The% -o"t!"os% !0ro2e the!r 0erfor&"-e !" or$er to &-h!e2e etter

&!t%, 1h!e -h&e"/!"/ the to e ore !""o2&t!2e.

The% e!e2e th&t the -o!"&t!o" of these t1o &00ro&-hes 1! e&$ to & s&fe

&"$ -ofort&e &too!e so-!et%.

N&r&%&"! Motors ser2!-es e/!" 1!th the!r effort to "$erst&"$ 1h&t the!r

-stoers see &"$ fee. The% st&rt % !ste"!"/ to 1h&t the% s&%.

The% e!-!t -stoer fee$&-3 !" & "er of 1&%s, s-h &s !"2est!/&t!"/

-stoer s&t!sf&-t!o" &"$ 0er-e0t!o"s of &!t%.

The% &! to !0ro2e the!r -stoer ser2!-e &!t% % 0ro2!$!"/ !-3 &"$

0re-!se &"s1ers &"$ !"for&t!o", e"sr!"/ th&t -stoers fee s&t!sf!e$ 1!th

the!r !"ter&-t!o" 1!th the Cstoer S00ort Ce"ter

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S)&+,it t,)4e>) //bb)012 %3t, Seme'te4 5 64d "e)4..

Pro$-t Prof!e

A the foo1!"/ -&rs &re the 0ro$-ts of M&rt! SG3!. The r&"/e !s &s foo1s

Ee+o

S= 2&r!&"ts.

6&"-he$ o" #(&test o$e).
http://www.sagarauto.com/marutisuzuki_swift.htmhttp://www.sagarauto.com/marutisuzuki_swiftdzire.htmhttp://www.sagarauto.com/marutisuzuki_omni.htmhttp://www.sagarauto.com/marutisuzuki_omni.htmhttp://www.sagarauto.com/marutisuzuki_swiftdzire.htmhttp://www.sagarauto.com/marutisuzuki_swift.htmhttp://www.sagarauto.com/marutisuzuki_swift.htmhttp://www.sagarauto.com/marutisuzuki_swiftdzire.htmhttp://www.sagarauto.com/marutisuzuki_omni.htm


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G!'!

G4)

&d $it)4)

A-to

Page | 21

Pr!-es st&rts fro 5.' &3hs to 5.5 &3hs.

A2&!&e !" # 2&r!&"ts.

6&"-he$ o" '@5('sto$e), M&r-h #(&test o$e).

Pr!-es st&rts fro '* &3hs to '@.5 &3hs.

A2&!&e !" 2&r!&"ts.

6&"-he$ o" 7-toer >.

Pr!-es st&rt fro .# &3hs to . &3hs.

A2&!&e !" < 2&r!&"ts.

6&"-he$ o" Se0teer .
http://www.sagarauto.com/marutisuzuki_gypsy.htmhttp://www.sagarauto.com/marutisuzuki_grandvitara.htmhttp://www.sagarauto.com/marutisuzuki_grandvitara.htmhttp://www.sagarauto.com/marutisuzuki_alto.htmhttp://www.sagarauto.com/marutisuzuki_alto.htmhttp://www.sagarauto.com/marutisuzuki_grandvitara.htmhttp://www.sagarauto.com/marutisuzuki_gypsy.htmhttp://www.sagarauto.com/marutisuzuki_gypsy.htmhttp://www.sagarauto.com/marutisuzuki_grandvitara.htmhttp://www.sagarauto.com/marutisuzuki_grandvitara.htmhttp://www.sagarauto.com/marutisuzuki_grandvitara.htmhttp://www.sagarauto.com/marutisuzuki_alto.htm


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A;'t)4

M00

8"o1!"/ ore &ot the 0ro$-t Ato

72er2!e1

M&rt! SG3! Ato !s & ste0 0 fro the @. Pr!-e$ &//ress!2e%, the Ato h&s 0ro2e$

to e-oe the "e1 @ for the &sses. Des!/" !s t%0!-& M&rt! SG3!. Po1er!"/ the

Ato !s &" @ -- 0etro e"/!"e th&t !s &te$ to & 5 s0ee$ /e&ro4. I"ter!or s0&-e !s

$e-e"t &"$ f!t &"$ f!"!sh !s 1h&t %o 1o$ e40e-t !" & -&r &t th!s 0r!-e.

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Pr!-es st&rts fro #.* &3hs to


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RESEARCH METHODOLOG"

DEFINITION

)esearc# met#odo$ogy is a "rocess to systematica$$y so$ve t#e

researc# "ro*$em. +tmay *e unde rstood as a science of stu dying #o,

researc# is done scientifica$$y. -#y aresearc# study #as *een

undertaken #o, t#e researc# "ro*$em #as *een defined. +n ,#at,ay

and ,#y t#e #y"ot#esis #as *een formu$ated ,#at data #ave

*een co$$ected and "articu$ar met#od #as *een ado"ted. -#y

"articu$ar tec#ni/ue of ana$yzing data #as *een used and a #ost of

simi$ar ot#er /uestions are usua$$y ans,ered ,#en ,e ta$k of researc#

met#odo$ogy concerning a researc# "ro*$em or study.

INTRODUCTION ;

Rese&r-h etho$oo/% refers to the se&r-h for 8"o1e$/e. It !s & 1&% to s%ste&t!-&%

so2e the rese&r-h 0roe. I" !t 1e st$% the 2&r!os ste0s th&t &re /e"er&% &$o0te$

% the rese&r-her !" st$%!"/ h!s rese&r-h 0roe &o"/ 1!th o/!- eh!"$ the.

Rese&r-h Metho$oo/% -o"-er"!"/ & rese&r-h 0roe or st$% 0ro2!$e &"s1ers to

2&r!os est!o"s !3e 1h% & rese&r-h st$% h&s ee" "$ert&3e", ho1 the rese&r-h

0roe h&s ee" $ef!"e$, 1h&t $&t& h&2e ee" -oe-te$ &"$ 1h&t 0&rt!-&r etho$

Page | 23


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h&s ee" &$o0te$ to -oe-t the $&t&, 1h&t te-h"!e h&s ee" se$ for &"&%G!"/ the

$&t& &"$ & host of s!!&r other est!o"s.

Tho/h there &re ore th&" o"e &ter"&t!2e &00ro&-hes &2&!&e to the rese&r-her, t

th!s "ot e"o/h to &3e the t&s3 of see-t!"/ the s!t&e rese&r-h $es!/" s!0er. The

oe-t!2e of st$% e!"/ the &!" $eter!"&"t of the 2&!$!t% &"$ re!&!!t% of the

etho$ &$o0te$ the $e/ree of sef"ess of the s-!e"t!f!- etho$. S!"-e there &re &"%

&s0e-ts of rese&r-h etho$oo/%, !" !"e of &-t!o" h&s to e -hose" fro 2&r!et% of

&ter"&t!2es. The -ho!-e of s!t&e etho$ !s frther -o0!-&te$ % the 0oss!!!t% of

&"% 0ert&t!o"s &"$ -o!"&t!o"s. The f&!r see-t!o" -&" e &rr!2e$ &t thro/h theoe-t!2e &ssesse"t &"$ of -orse -o0&r!so" of 2&r!os &ter"&t!2es.

The f!"&% see-te$ !"e of &-t!o" st e"sre th&t th!s !s !"$ee$ est o"e &s &/&!"st

those ree-te$ % the rese&r-her. I" &$$!t!o", the -!r-st&"-es &"$ 0roes &so

h&2!"/ & e&r!"/ !" the -ho!-e. To -o"t & fe, !!t&t!o"s -o$ e !0ose$ !" the

se"se of f"$s &2&!&e, t!e &"$ r/e"-% !" -o"$-t!"/ the rese&r-h. So the f!"&

-ho!-e st e &se$ o" &ssesse"t of !ts &$2&"t&/e &"$ $!s&$2&"t&/es 1he" 1e!/hte$

&/&!"st &ffe-t!"/ f&-tors. Rese&r-h etho$oo/% -&" e s&!$ to h&2e for &or

-o0o"e"ts "&e% Rese&r-h $es!/", S&0e $es!/", D&t& -oe-t!o" 0ro-e$re &"$

the etho$s of &"&%G!"/ &"$ re0ort!"/ the f!"$!"/s.

OBJECTI$E OF THE STUD" ;

To 3"o1 the s&t!sf&-t!o" e2e of the -stoers h&2!"/, MARUTI -&r.

To 3"o1 ho1 &"% 0erso"s &re 1!!"/ to %, MARUTI -&rs.

To 3"o1 the &r3et sh&re of, MARUTI -&rs.

To 3"o1 the $!ffere"t -r!ter!& th&t the -stoer "$ert&3es 1h!e 0r-h&s!"/

the -&rs.

Tro/h -stoer s&t!sf&-t!o", 1e -&" 3"o1 the -rre"t 0os!t!o" of MARUTI

SUFU8I, !" the &r3et.

Page | 24


25/51

Aso the st$% 1! 0ro2!$e $et&! &ot the &too!e se-tors &"$ the 0os!t!o" of the

-o0&"% 1! e 3"o1".

NEED FOR THE STUD" ;

I"-re&s!"/ -o0et!t!o", e2er /ro1!"/ &r3et, e&s% &2&!&!!t% of the f!"&"-es

&"$ !"-re&s!"/ 0o0&t!o" of %o"/ e4e-t!2es, 1!th h/e $!s0os&e !"-oes,

o2er the 0&st fe1 %e&rs h&s sst&"t!&% !"-re&se$ the s&es !" the &too!e

!"$str%.

Aso, the -o0et!t!o" &o"/ the $e&ers of the 0ro$-ts h&s !"-re&se$ 1!th

e&-h tr%!"/ to &4!!Ge the!r -stoer &se.

Th!s &3es !t !0er&t!2e for the $e&ers to 0ro2!$e the est of the ser2!-es &"$

e4-ee$ the -stoer e40e-t&t!o"s to &-h!e2e -stoer $e!/ht &"$ o%&t%.

The st$% tr!es to "$erst&"$ the 3e% ser2!-e 0&r&eters &"$ refe-t 0o" the

$%sf"-t!o"& &re&s, ths 0ro2!$!"/ the $e&er 1!th &" !"s!/ht !"to the e2e of

-stoer s&t!sf&-t!o" &"$ -h&"/!"/ tre"$s of the -stoer e40e-t&t!o"s.

T"PES OF RESEARCH

7" the &s!s of theoret!-& st$% & rese&r-h h&s &"% t%0es. A of these &re $!str!te$

o" the "&tre of rese&r-h. Soe of these &re !3e

'. Des-r!0t!2e &"$ A"&%t!-&.

. &!t&t!2e &"$ &"t!t&t!2e.

#. Co"-e0t& &"$ E0!r!-&.


26/51

Des-r!0t!2e Rese&r-h Des-r!0t!2e rese&r-h !"-$es sr2e%s &"$ f&-t f!"$!"/

e"!res of $!ffere"t 3!"$s. The &or 0r0ose of $es-r!0t!2e rese&r-h !s

$es-r!0t!o" of the st&te of &ff&!rs &s !t e4!sts &t 0rese"t. Rese&r-her h&s "o

-o"tro o2er the 2&r!&es of th!s t%0e of rese&r-h.

&!t&t!2e Rese&r-h I" or rese&r-h 1e "ee$ -o0&r!so" et1ee" $!ffere"t

sto-3 ro3ers. So th!s &se$ o" & &!t&t!2e $&t&. I" short, &!t&t!2e

rese&r-h !s es0e-!&% !0ort&"t !" the eh&2!or& s-!e"-es 1here the &! !s to

$!s-o2er the "$er!"e ot!2es of h&" eh&2!or.

&"t!t&t!2e Rese&r-h &"t!t&t!2e rese&r-h !s &se$ o" the e&sree"t of

&"t!t% or &o"t. It !s &00!-&e to 0he"oe"& th&t -&" e e40resse$ !"

ters of &"t!t%. So 1e -&" se !t !" or rese&r-h for -oe-t!o" of & the

"er!-& $&t&.

E40or&tor% Rese&r-h ;or&te rese&r-h !s &"other ter se$ for e40or&tor%

rese&r-h. The !0ort&"t oe-t!2e of s-h st$!es !s for 0roe for&t!o" 1!th

ore 0re-!s!o" for rese&r-h &"$ $e2eo0!"/ rese&r-h h%0othes!s to /et the rest

for o0er&t!o"s. The 3e% -o"-er" !" s-h st$!es !s o" /e"er&t!"/ !$e&s &"$

f!"$!"/ the !"s!/hts.

E0!r!-& Rese&r-h E0!r!-& st$% re!es o" e40er!e"-e &"$ oser2&t!o"

&o"e, ofte" 1!thot $e re/&r$ for s%ste &"$ theor%. It !s $&t& &se$ rese&r-h

-o!"/ 0 1!th -o"-s!o"s 1h!-h &re -&0&e of e!"/ 2er!f!e$ % oser2&t!o"

or e40er!e"t.

T,e 'tud! i' b)'ed o& E-o4)to4! +um Emi4i+)- 4e'e)4+,7

SCOPE OF THE STUD"

The st$% e&sres the e40er!e"-es of -stoers.

Def!"es &"$ &"&%ses the e40er!e"-es &se$ o" 3e% $e!2er&es.

:&!"s !"s!/hts !"to Cstoer e40e-t&t!o"s.

Page | 26


27/51

SOURES OF DATA COLLECTION ;

Pr!&r% D&t& The Pr!&r% D&t& h&s ee" -oe-te$ thro/h est!o""&!re.

Se-o"$&r% D&t& Se-o"$&r% $&t& !"-$es !"for&t!o" re/&r$!"/ 0rese"t

&r3et s-e"&r!o, !"for&t!o" re/&r$!"/ t& f"$s &"$ -o0et!tors &re

-oe-te$ % !"ter"et, &/&G!"es &"$ "e1s 0&0ers, oo3s &"$ 1es!tes.

Sr2e% Metho$ Sr2e% refers to the etho$ of se-r!"/ !"for&t!o"

-o"-er"!"/ 0he"oe"& "$er st$% fro & or see-te$ "er of res0o"$e"ts

of the -o"-er"e$ &re&. I" & sr2e% the !"2est!/&tor e4&!"es those 0he"oe"&

1h!-h e4!st !" the "!2erse !"$e0e"$e"t of h!s &-t!o".

est!o""&!re Metho$ Th!s etho$ of $&t& -oe-t!o" !s !te 0o0&r,

0&rt!-&r% !" -&se of !/ e"!r!es. I" th!s etho$ the est!o""&!re !s

se"tQ/!2e to the 0erso"s -o"-er"e$ 1!th & reest to &"s1er the est!o"s &"$

retr" the est!o""&!re. A est!o""&!re -o"s!sts of & "o. of est!o"s 0r!"te$

or t%0e$ !" & $ef!"!te or$er o" & for or set of fors.

LIMITATIONS OF THE STUD"

The st$% !s restr!-te$ !" s-o0e of o1!"/ to the foo1!"/ !!t&t!o"s

Time Co&'t4)i&t'

T!e !s too short to -o"$-t the st$% !" $e0th. Bt I tr!e$ % est efforts to

-oe-t the $&t&.

A4e) Co&'t4)i&t'

M% &re& of st$% 1&s Bh&"es1&r, Pr!, P&r&$ee0, $e to short&/e of t!e I

-o$ "ot -o2er 1hoe &re&.

Page | 2%


28/51

Mo&e! +o&'t4)i&t'

De to the o"e% -o"str&!"t, !t 1&s "ot &e to -o2er the 1hoe &re&.

L)+ o( Re'o&de&t' Re'o&'e

Soe res0o"$e"ts hes!t&te$ to res0o"$ to % est!o"s o0e"%. De to th!s,

res0o"se of soe est!o"s -&" te"$ to e !&se$.

Sm)-- S)m-e Sie

As $e to short&/e of t!e, I -o$ "ot -o2er 1hoe 0o0&t!o". So there !s &

-h&"-e of error !" s&0e s!Ge.

No& Co;oe4)tio& o( 'ome Re'o&de&t

Soe Res0o"$e"ts $!$ "ot 0ro0er% -oo0er&te$ for /!2!"/ &"s1ers. The &s!-

re&so" for "o" -oo0er&t!o" 1&s "o"&2&!&!!t% of t!e.

ANAL"SIS 5 INTERPRETATION OF DATA

INTR7DUCTI7N

Page | 2&


29/51

A"&%s!s !s the 0ro-ess of re&3!"/ & -o0e4 to0!- or sst&"-e !"to s&er 0&rts to

/&!" & etter "$erst&"$!"/ of !t. The te-h"!e h&s ee" &00!e$ !" the st$%

of &the&t!-s&"$ o/!-s!"-e efore Ar!stote, tho/h &"&%s!s &s & for& -o"-e0t !s

& re&t!2e% re-e"t $e2eo0e"t. D&t& &"&%s!s !"2o2es 1or3!"/ to "-o2er 0&tter"s

&"$ tre"$s !" $&t& sets $&t& !"ter0ret&t!o" !"2o2es e40&!"!"/ those 0&tter"s &"$

tre"$s. Rese&r-hers !"ter0ret $&t& &se$ o" the!r &-3/ro"$ 3"o1e$/e &"$

e40er!e"-e, ths $!ffere"t s-!e"t!sts -&" !"ter0ret the s&e $&t& !" $!ffere"t 1&%s.

D&t& &"&%s!s &"$ !"ter0ret&t!o" !s -r!t!-& !" &"&%G!"/ the &r3et. 9h&t $oes th!s

!"for&t!o" e&" C&" o"e se the $&t& !" & -o"str-t!2e 1&% to $ef!"e the 0roe&"$ the" est&!sh & 0&" I" &"t!t&t!2e rese&r-h, th!s ste0 ost ofte" !"2o2es

st&t!st!-s. I" the &r3et0&-e o"e -&" f!"$ &"% st&t!st!-& 0&-3&/es (-o0ter&se$)

to &"&%Ge the $&t&.

It !s !0oss!e to -oe-t $&t& o" e2er% 0erso" !" & see-t 0o0&t!o" therefore

s&0es &re "e-ess&r%. A s&0e 0o0&t!o" !s & 0&rt of the ree2&"t 0o0&t!o". Ho1

1e the s&0e refe-ts the ree2&"t 0o0&t!o" $!-t&tes !ts 2&!$!t%. Rests fro &

s&0e th&t !s "ot re0rese"t&t!2e 1! "e/&t!2e% !0&-t %or &r3et!"/. I" &$$!t!o" to

s&0!"/ &"$ 2&!$!t% !sses, &r3et!"/ &"&/ers st &3e sre the $&t& s00orts

the -o"-s!o"s $r&1". Th!s !s the !"ter0ret&t!o" ste0. Des0!te se of the -orre-t

st&t!st!-& too &"$ &--r&te -&-&t!o"s, the !"ter0ret&t!o" -o$ e 1ro"/.

Th!s rese&r-h &"$ !"ter0ret&t!o" 1&s &se$ o" the s&0e s!Ge of ' 0eo0e to

e&sre the s&t!sf&-t!o" of the -stoer 1h!e 1&s -&rr!e$ ot 1!th the he0

est!o""&!re &"$ 0erso""e !"ter2!e1 te-h"!e.

Des-r!0t!2e rese&r-h !s se$ for th!s st$% &s !t !s the est 1&% to "$erst&"$ the !2es

of the 0eo0e &ro"$ s. A"&%s!s &"$ the !"ter0ret&t!o"s h&2e ee" -&rr!e$ ot 1!th the

he0 of t&es, -h&rts &"$ /r&0hs, 1h!-h he0s to re0rese"t the $&t& ore s--essf%.

/7 I&(-ue&+i&* (e)tu4e' (o4 t,e u4+,)'i&* oe4 o( t,e +u'tome47

Page | 2'
http://en.wikipedia.org/wiki/Complexityhttp://en.wikipedia.org/wiki/Mathematicshttp://en.wikipedia.org/wiki/Logichttp://en.wikipedia.org/wiki/Aristotlehttp://en.wikipedia.org/wiki/Complexityhttp://en.wikipedia.org/wiki/Mathematicshttp://en.wikipedia.org/wiki/Logichttp://en.wikipedia.org/wiki/Aristotle


30/51

P)4ti+u-)4' No7 o( 4e'o&de&t' Pe4+e&t)*e %.

Pr!-e #> #>

Pro$-t ;e&tres # #

Br&"$ '@ '@

Ser2!-e '> '>

Tot)- /00 /00

A"&%s!s

Here 1e fo"$ th&t the 0r!-e fe&tre of Ato -&r !s ore !"fe"-!"/ f&-tor to 0r-h&se

0o1er of the -o"sers. I" th!s -h&rt !t !s -e&r th&t 0r!-e !s 2er% !0ort&"t f&-tor for

the -o"s0t!o" e2e of the 0ro$-t. Th!s !s sho1!"/ th&t of 0r!-e fe&tre !s ore

th&" -o0&re to others !.e. #>. He"-e, se!"/ of Ato -&r !s $e0e"$!"/ 0o" the

0ro$-t &!t%.

17 A8)i-)bi-it! o( t,e MARUTI ALTO7


Stro"/% A/ree >5 >5

A/ree 5 5

D!s&/ree * *

Stro"/% D!s&/ree # #

Page | 3(


31/51

Tot)- /00 /00

A"&%s!s

Here 1e fo"$ th&t M&rt! Ato !s e&s!% &2&!&e !" the sho1roo &"$ there !s "o

1&!t!"/ 0er!o$ of th!s -&r. So -stoer 1ere stro"/% &/ree$ 1!th the &2&!&!!t% of

the -&r !.e. >5

67 $)4iet!Se-e+tio&7


Stro"/% A/ree


32/51

A"&%s!s

Here 1e fo"$ th&t Ato h&s $!ffere"t 2&r!et% of -&r &"$ the -stoer h&s & 3 of

-ho!-e for the 2&r!os 2&r!et% 0ro2!$e$ % &rt! Ato, so -stoers h&s stro"/%

&/ee$ th&t Ato h&s $!ffere"t 2&r!et!es of -&r. !.e.


33/51

A"&%s!s

Here 1e fo"$ th&t the De&ers &re 0ro2!$!"/ 2&r!os $!s-o"t &t the t!e of

0r-h&s!"/ of Ato. So &--. to the &o2e -h&rt -stoer &/ree th&t the -o0&"% &"$ the

$e&ers 0ro2!$es 2&r!os $!s-o"t &"$ ore of the -stoer &/ree 1!th the

st&tee"t. !.e. #>.

37 Re'o&d' to +om-)i&t' ?ui+-!7


Stro"/% A/ree # #

A/ree

D!s&/ree ' '

Stro"/% D!s&/ree < *>

No < -stoers &re s&t!sf!e$ 1!th the !e&/e of Ato &"$ other


38/51

A"&%s!s

Th!s -h&rt !s sho1!"/ th&t st -stoer s&t!sf!e$ 1!th the s&fet% fe&tres of Ato

e-&se 1he" -stoer e40e-t ore s&fet% the" -ost of Ato e--oe h!/h. So here

#


39/51

A"&%s!s

Here 1e fo"$ th&t #


40/51

A"&%s!s

Here 1e fo"$ the -ostoers &re 2er% e"ths!&st!- to 1&"t -h&"/e !" the Ato for the!r

etter s&t!sf&-t!o" !.e. 5 res0o"se % the -stoers. A"$ > -stoers &re "etr&

to1&r$s the -h&"/es &$e ? -stoers &re $!ss&t!sf!e$

Here &or!t% !s s&%!"/ th&t -stoers 1&"t -h&"/es !" the Ato &s oste% -stoers

1&"t to h&2e 1!$er Boot s0&-e &s the s0&-e &2&!&e et1ee" the fro"t se&t ? the

re&r !s ess, ths &3!"/ !t & !tte !"-ofort&e.

/17 A4e !ou ))4e o( t,e (o--oi&* ()+i-itie' 4o8ided b! M)4uti

M)4uti i&'u4)&+e

P)4ti+u-)4' No7 o( Re'o&de&t' Pe4+e&t)*e

Yes >> >>

No #< # '>

Tot)- /00 /00

Ge&ui&e A++e''o4ie'

P)4ti+u-)4' No7 o( Re'o&de&t' Pe4+e&t)*e

Yes *> *>

No < #


45/51

5 .Co0&"% sho $ !0ro2e ! t s 0os t s& es ser2 !-e .

>.The -stoer h!/hest 0r!or!t% !s for the !e&/e.

*.M&rt! SG3! "ee$s to !0ro2e !ts &1&re"ess &ot A$$o"

Ser2!-es!3e &"% t!e M&rt!, ME9 et-.

@.Cstoer &re h!/h% s&t!sf!e$ 1!th the ser2!-e 1h!-h he0 !"

-stoer rete"t!o"

. I t ! s oser2e$ th&t , of the -s t oers &re o f o0 !" !o" th&t

M&rt ! sho$ !0ro2e !" &!t%, &"$ '> of the o0!"!o" th&t M&rt!

sho$!0ro2e !" 0r!-e.

'.Cstoers &re h!/h% s&t!sf!e$ 1h!-h he0 !" -stoer rete"t!o".


SUGGESTIONS

'After -o"$-t!"/ the sr2e% &"$ 3"o1!"/ the &r3et, I re&!Ge$ th&t

The -o0&"% sho$ 3ee0 !" !"$ the "ee$ of %o"/ /e"er&t!o".

#Co0&"% sho$ !0ro2e the 0root!o" str&te/% of 0ro$-t.

The Co0&"% sho$ 3"o1 !ts -stoers s&t!sf&-t!o" e2e thro/hot $o!"/ 0er!o$!-

sr2e%s. Per!o$!- sr2e%s -&" tre&t -stoer s&t!sf&-t!o" $!re-t%.

*Co0&"% sho $ !0ro2eQ0/r&$es ! t s e0o%eeLs 0 ro$-t 3"o1e$

/e,&r3et s!t&t!o", &"$ !ts -o0et!torLs 3"o1e$/e % /!2!"/ 0ro0er tr&!"!"/

toe0o%ee.

@Co0&"% sho$ 0/r&$e or !""o2&te !ts "e1 0ro$-t.


Page | 45


46/51

CONCLUSION

+t #as *een o*served t#at most customers are satisfied ,it# "re sa$es

servicessimi$ar$y most of t#ese customers are dissatisfied ,it# t#e "ost sa$es

service ,#ic# is t#ema tter of con cer n fo r t# e com "an y. Mar ut i

Su zu ki ne ed s to im "r ov e so me "a rt s of "roducts s"ecifica$$y t#e

interiors. 0ig# customer satisfaction $eve$ #e$"s t#e com"any toretain its

e!isting customer as ,e$$ as generate ne, customer t#roug# ,ord to

mout# "u*$icity.Customer satisfaction inde! is a good too$ to make

im"rovements in t#e

"roductsa n d s e r v i c e s o f t # e c o m " a n y . n d t # e r e f o r e s # o u $d

u t i $ i z e c a r e f u $ $ y k e " t a s confidentia$ as "ossi*$e


BIBLIOGRAPH"

++)P07

1.Marketing Management *y P#i$i" 8ot$er t#e mi$$ennium

edit ion2.)esearc# Met#odo$ogy9C.). 8ot#ar i .2

nd

ed i t ion3.-e*s i te

v i s i t e d : ,,,.marutisuzuki.com,,,.automotive.com,,,.maruti

udyog.com4.;e,s"a"er9*usiness standards


47/51


UESTIONNAIRE

Stud! o& @CUSTOMER SATISFACTION to)4d' MARUTISUZUKI CARS9 it, t,e 'e+i)- 'i*&i(i+)&+e to t,e )ut,o4ied

de)-e47

N)me QQQQQQQQQQQ7 Mobi-e

NoQQQQQQQQQQQQ

Em)i-QQQQQQQQQQQ7

P4o(e''io&QQQQQQQQQQQ777

1 .>rom #o, many years you are us ing t # is mode$

o %e&rs

o %e&rs

o < %e&rs

o >@ %e&rs

Page | 4%


48/51

2 .Preference for c#oosing "ar t icu $ar car?

& .-ofort

oo3s

-. fe&tres

$. 0r!-e

#V&r!et%QSee-t!o" of M&rt! Ato

o Stro"/%

A/ree

o A/ree

o Ne!ther

A/ree or

D!s&/ree

o D!s&/ree

o Stro"/%

D!s&/ree


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o e4ee"t

o &2er&/e

o /oo$

o eo1&2er&/e

>Ser2!-e At M&rt! Ser2!-e St&t!o" Is E4-ee"t

o

Stro"/%A/ree

o A/ree

o Ne!ther

A/ree Nor

D!s&/ree

o

D!s&/ree

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D!s&/ree

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o Ver% :oo$

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o Not :oo$

o C&"Lt S&%

@Cstoer s&t!sf&-t!o" to1&r$ !e&/e of M&rt! Ato

o Yes o No

Cstoer o0!"!o" o" M&rt! Ato re&te$ to s&fet%

fe&tres

Page | 4'


50/51

o Ver% :oo$

o :oo$

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o Poor

'Cstoer o0!"!o" &ot /oo$ -o0et!tor of M&rt!

Ato

o Be&t

o

!'

o S&"tro

o

N!ss&"!-ro

THANK !"

Page | 5(


51/51

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SANCHIT THAREJA //BBA012 %3t, Seme'te4 5 64d

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Summer Training Project on Maruti Suzuki

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