Anil Final Report

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K.L.E. Societys

College of Business Administration

Lingaraj College, CBALC

Belgaum

A

PROJECT REPORT

ON

COMPARATIVE CUSTOMER SATISFACTION

OF

MARUTI, HYUNDAI, TATA MOTORS

UNDERTAKENIN

PRATHAM MOTORS PVT LTD.

Submitted By:

ANIL.V.BELAVADI


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PRATHAM MOTORS PVT LTD

REG NO: BBA

06201004

K.L.E Societys

College of Business Administration

Lingaraj College (CBALC),

Belgaum

CERTIFICATE

This is to certify that Mr. Anil.V.Belavadi, student of BBA 5th

semester has successfully completed his In-Plant training on

Comparative customer satisfaction survey of Maruti, Hyundai and

Tata car owners for a period of one month.

Under taken at

PRATHAM MOTORS PVT LTD, BANGALORE.

KLE S COLLEGE OF BUSINESS ADMINISTRATION, LINGARAJ COLLEGE 2

Project GuideProf. Nandini Sawant

CBALC

PrincipalProf. P. R. Kadakol

CBALC


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DECLARATION

I hereby declare that the project entitled

CUSTOMER SATISFACTION,

Submitted in partial fulfillment of the requirement for the degree of

Bachelor of Business Administration (BBA)

to Karnataka University, Dharwad,

Is my original work and is not submitted to any other degree,diploma,

fellowship or other similar title or prizes.

The project has been individually carried out as a part of implant

training and

is meant for academic purpose only



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ANIL.V.BELAVADI

ACKNOWLEDGEMENT

The completion and drafting is a solitary task but one which has been made smoother

with the help of many. Here I take the opportunity to thank those who have made a vital

contribution in shaping this study.

I would like to express my profound gratitude to Mr. Ramakrishnaiah (Sr HR-executive)

for giving me an opportunity to take my inplant at Pratham Motors Private Limited,

Bangalore

Any accomplishment requires the effort of many people. I am indebted to all the

Employees of Pratham Motors Pvt Ltd who extended their help and cooperation in

collecting data for my project.

Regardless of the source I wish to express my gratitude to those who have contributed to

my project, even though anonymously

I extend my thanks to the Principal, Prof P R Kadakol, and our internal guide

Prof.Nandini Sawant, College of Business Administration, Lingaraj College, for giving

me proper guidance and an opportunity to work for Pratham Motors Private Limited,

Bangalore .

I would also like to thank my parents, my other family members and friends for theirinfinite love, valuable guidance, support and help during my project. This project

wouldnt have seen the light of the day, if it wasnt the cooperation of all these people.

ANIL.V.BELAVADI



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Executive Summary

Increasing urbanisation, expanding cities and favorable demographics in India support

growth of the Indian automobile industry. According to a survey there is a increase in

share of the prime working age group of 20-59 years (now constituting 43%) of the total

population. These are the prospective customers. Now days cars are becoming cheaper

due to huge competition in the market coming along with the best technology and very

good features

Maruti with its 62% market share is the leader in the small car segment and commandsover 50% share in the domestic auto industry. Maruti is a well placed to ride the dual

benefit of expanding its domestic as well as its global small car market. We believe that it

will continue its dominance in the Indian car market given its strong portfolio and wide

distribution as well service network reach

To understand the level of customer satisfaction of their cars as well as their service

provider I have considered Pratham motors for Studying. Pratham Motors Pvt Ltd is one

of the leading dealers of Maruti Suzuki cars, in Bangalore. In the year 2001 it was

appointed as dealers of all products under the Maruti Udyog range pertaining to Sales,

Service & Spares in Bangalore. Totally it has three showrooms and workshops in

Bangalore.

With a sample size of100 I have done my research using questionnaires by personal

interview and telephone interview within a period of 1 month.

The project report includes the details of the company, the company profile of Pratham

motors, the methods used for survey, the analysis part of the study. After the comparative

study of the customer satisfaction level of their cars and their service provider I have

analyzed the report and these are my findings. The owners of the Maruti Suzuki cars are



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more satisfied then the Hyundai car owners and Tata car owners. The service

provided by the Maruti is the best and majority of the customers are satisfied with the

dealers.

Table of contents

SL.NO CONTENTS PAGE NO:

1 EXECUTIVE SUMMARY 4

2 ABOUT PRATHAM MOTORS PVT LTD 6-14

3 ABOUT MARUTI UDYOG LTD 15-19

4 BRIEF DESCRIPTION ABOUT COMPETITORS 20-23

ABOUT HMIL 20-21

ABOUT TATA MOTORS LTD 22-23

5 WHY MARUTI SUZUKI? 24-26

6 INTRODUCTION 27-29

7 METHODOLOGY 30-33

8 LIMITATIONS 34

9 ANALYSISI WITH GRAPHS 35-64

10 FINDINGS 65-66

11 CONCLUSION 67-68

12 BIBLIOGRAPHY 69

13 APPENDIXES 70-81

Questionnaire 70-73

s



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PRATHAM MOTORS PRIVATE LIMITED

Pratham Motors Pvt Ltd is one of the leading dealers of Maruti Suzuki cars, in Bangalore.

A state of the art showroom, experienced staff, enviable sales record is a few of the

reasons why it makes the best. In the year 2001 it was appointed as dealers of all products

under the Maruti Udyog range pertaining to Sales, Service & Spares in Bangalore.

The CEO of Pratham Motors, Mr. Samar Bhasin comes from an established lineage of

successful businessmen. The Late Shri Om Prakash Bhasin established their family in

Kuwait in the 1950s. Meanwhile, Mr. Shivy Bhasin, the father of Mr. Samar, has been

actively involved in the Hotel business in India. The former's company owns among

others the prestigious hotels the Park Sheraton in Chennai and the Amar Vilas Hotel in

Agra.

Mr. Samar Bhasin started operations as a Maruti Udyog dealer in April, 2002. Today

Pratham Motors has grown to be one of the leading dealers in the city with a 85,000 sq.ft

state-of-the-art showroom on Sarjarpur Road.

HISTORY:

Pratham Motors Pvt Ltd commenced its operation in the year 2001 in Sarjapur, Bangalore

and then added other two more showrooms and services centre in Ragajinagar and Vasant

nagar and they have even showrooms in Delhi.

It carries all its activities like sales, servicing, genuine parts, accessories in all the above

three showrooms and their head office is the Sarjapur showroom. They have stockyards



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attached to their showrooms for their delivery of vehicles . It has paved surface

stocking area of about 100 to 200 Maruti vehicles. And the Sarjapur showroom can stock

up to 500 vehicles

COMPANY PROFILE

Name of the company: PRATHAM MOTORS Pvt.Ltd.

Name of the CEO: Samar VikramBhasin

Year of Incorporation: -November 2001

No of Branch Office: 3 (Sarjapur, Ragajinagar Vasant nagar )

Head office: #16,Belandur, Sarjapur,

Marathalli Outer Ring Road,

Bangalore-37

Total Employees: 486



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Management Commitment:

The management of Pratham is committed to its best customer care. The

management provides the basic infrastructure, well experienced staff to handle the

customers and continually upgrade the work environment and help customers to feel

happy.

DEPARTMENTS:

It has various departments to serve their customers at the best. These are the various

departments which can be seen like accounts, HR, sales, insurance, finance, accessories

administration, customer care, BRC(body repairs committee), washing, true value,

telecallers, RF(refurbishment and tenting).

Competence, awareness and training:

Recruitment is done as per MSIL norms of education and experience.

The company has enforced highly conducive working environment for its

employees. MSIL does not support favoritism in recruitment, promotion,

providing compensation, or termination based on caste, religion, gender or age.

The company offers equal opportunity for growth to all employees.

There exists well-defined system to identify and provide training to all the

personnel procedure.

The management ensures that the policy is understood, implemented and

maintained at all the levels of the organization

Induction training and on job training shall be provided



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All concerned shall be trained on the latest

sales/serene/spares/bulletins/circulars from MSIL.

As per MSIL scheduled training programme Executives/Mechanics/Manager will

be deputed for training.

Training records are maintained.

The various models of vehicles of Maruti Suzuki India Limited. Sold and

serviced at Pratham motors are

Maruti-Suzuki 800

Omni

Alto

A-star

Zen

Zen Estilo

Wagon-R

Esteem

Baleno

Versa

Maruti Gypsy

Swift

Swift Desire

SX-4

Grand Vitara

Even other company vehicles are serviced (not sold).



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FOCUS ON CUSTOMERS:

Customer Focus at Sales:

The field executives visit the customer and explain the features of the vehicle

to prospective customers.

Demonstration and test drives shall be given whenever required and wherever

required.

The prospective customers are frequently contacted and are asked about their

wish to buy the vehicle and they are even informed when there are offers.

The Performa invoice/price list terms and conditions will be supplied.

The order booking forms duly collected and the copy id handed over to

customer along with the receipt or payment made.

Any amendment required by the customer, it should be recorded on the order

booking forms.

The delivery is insured as per the checklist duly explaining all the features

mentioned in the checklist.

No delay in delivering of the vehicle.



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Customer Focus at Service:

The customer can book the vehicle for the servicing/repairs either through

telephone, e-mail or personally in the service station.

The detail shall be entered in booking register by the telephone operator.

There is a different service station for free servicing and paid servicing.

The list of the vehicles shall be given to front office every morning to accept

the vehicles for servicing for that date.

The customer can bring their vehicle for servicing without booking. However

such vehicle shall be accepted only after ensuring that there is enough capacity

for the booked vehicles.

The customers who book their vehicles for servicing are first preferred.

On the bases of kilometers run by the vehicle and customer requirement, the

customer shall be explained about the type of the servicing/repairs and spare

parts required and to ensure that the service station has the required capacity

to accept the vehicle.

Before accepting the vehicle, a mutually acceptable delivery time and date is

fixed with the customer.

The customers consent shall be taken on the estimated cost of the

repair/service of the vehicle.

All the details of the work required along with the date and time of the

delivery and the established cost shall be recorded in the job order card before

the commencement of the work.



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Incase of any change in the terms any change in the service, the cost

or the delivery time then the client shall be informed verbally over the phone

and any change shall be recorded in the Job Order Card.

After the service is done the customer is called after 10 to 15 days through

phone and is asked about their satisfaction about the servicing.

The various types of servicing done at Pratham Motors.

Services-Free service and paid service.

Running repair.

Quick service repair.

Break down service.

24-hr helpline.

The external manuals acquired from Maruti Suzuki India Limited. To sell and

service the vehicles.

Sales policy bulletin

Marketing circulars

Service manuals

Service circulars

Service bulletin

Warranty bulletin

Spare parts catalogue

Spares parts price list

Spare parts procedure manuals

Spare parts bulletin

Spare parts circulars

Maruti service quality standards

Customer care manual



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Service marketing manual.

Identification and traceability:

Identification:

1. New vehicle, which has completed pre-delivery inspection, shall be identified as

PDI-Ok on the windshield, MSIL Invoice and job order card, PDI and stockyard

register.

2. Identification of vehicles at the service workshop shall be through vehicle model,

registration number and unique job order Nos.

3. Inspection and test status of service/repair of vehicles shall be identified through

the job order card.4. Completed job order card and stamp of the final inspector shall identify Final OK

vehicles.

5. Identification of spare parts shall be in the form of part Nos., as per Maruti-

Suzuki guidelines.

6. Identification of new vehicles is by its colour, model, chassis and engine Nos.,

MSIL Invoice, stockyard register.

Traceability:



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1. Traceability shall be established though vehicle registration No. Job

order number and the date of job order.

2. Traceability of new vehicle at stockyard is established through chassis and engine

No, key no. and parking slot no.

Customer Satisfaction:

1. Feedback received from the customer on their perception and service experience

customer satisfaction measure (percentage) is generated using software supplied

by Maruti Suzuki India Limited.

2. Results of customer satisfaction measure are discussed in the management review

meetings and counter measure for the continual improvement is initiated.



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ABOUT MARUTI UDYOG

ORGANIZATEION OVERVIEW:

Background

Maruti Suzuki India Limited (MSIL) was established in Feb 1981 through an Act of

Parliament, as a Government company with Suzuki Motor Corporation of Japan holding

26 per cent stake. It was entrusted the task of achieving the following:

Modernization of the Indian Automobile Industry.

Production of vehicles in large volumes

Production of fuel efficient vehicles.

Suzuki was an obvious choice because of its unparallel expertise in small cars.

The Joint Venture agreement was signed between Government of India and Suzuki MotorCompany (now Suzuki Motor Corporation of Japan) in Oct 1982.

The company went into production in a record time of 13 months and the first car was

rolled out from Maruti Suzuki India Limited Gurgaon in December, 1983. It was the first



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company in India to mass-produce and sell more than a million cars. It is largely

credited for having brought in an automobile revolution to India.

On 17 September 2007, Maruti Udyog was renamed to Maruti Suzuki India Limited. The

company's headquarters remain in Gurgaon, near Delhi.

As of May 10, 2007, Govt. of India sold its complete share to Indian financial

institutions. With this, Govt. of India no longer has stake in Maruti Udyog.

ORGANIZATION VISION:

The leader in the Indian Automobile Industry creating customer delight and

shareholders wealth; A pride of India.

OUR CORE VALUES:

1. Customer obsession.

2. Fast, flexible and first mover.

3. Innovation and creativity.

4. Networking and partnership.

5. Openness and learning.

Car Market Scenario

When Maruti began operations in 1983, there were only two other car companies in India

and the total size of the Indian passenger car market was a nearly 40,000 units per year.

From the start, Maruti caught the imagination of Indian car customers and launched four

http://en.wikipedia.org/wiki/Gurgaonhttp://en.wikipedia.org/wiki/Gurgaon


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new models, including a hatchback, a mini multipurpose van, an entry sedan

and a SUV, over the next decade. Each of these models was an instant draw with the

Indian consumers. Suzuki Motor Corporation increased its stake on two occasions (26>>

40 >> 50 >>) controlling stake and brought it to 50 per cent in the mid 1990s (and to 54%

with privatization in 2002).

Market share

Till date, over 6 million (60,00,000) Maruti cars have rolled out from its manufacturing

facilities. The company annually exports more than 50,000 cars and has an extremely

large domestic market in India selling over 7,30,000 cars annually.

Despite there being 11 companies now in the passenger car market in India, Maruti holds

about 60% of the total market share.During 2007-08, Maruti Suzuki sold 7,64,842 cars, of

which 53,024 were exported.

THE FOLLOWING CHART SHOWS THE MARKET SHARE OF THE CARS



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NO OF CARS PER 1000

0

100

200

300

400

500

600

MARUTI

HYUNDA

TATA

HONDA

GM

OTH

ER

NO OF CARS

PER 1000

Maruti leads with a market share of 52% and making it a leader in the Indian car industry.

WIDE RANGE OF CARS FROM MARUTI -SUZUKI:



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1. MARUTI 800

2. ALTO

3. A-STAR

4. OMNI

5. WAGON R

6. ZEN ESTILO

7. ESTEEM

8. BALENO

9. GYPSY

10. VERSA

11. SWIFT

12. SWIFT-DZIRE

13. SX-4

14. GRAND VITARA

The first 13 models are completely manufactured in India in the Gurgaon and Manesar

plants where as the Grand Vitara is imported from Japan a completely built unit.

Upcoming models in 2009

1. Suzuki Splash

2. Suzuki kizashi

Future Maruti Suzuki plans

From Autocar magazine

1. Maruti Omni Face-Lift in 2009.

http://en.wikipedia.org/w/index.php?title=Suzuki_kizashi&action=edit&redlink=1http://en.wikipedia.org/w/index.php?title=Suzuki_kizashi&action=edit&redlink=1


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2. New Mini-SUV in 2010. Likely to be a four-door Jimny.

3. New Luxury Sedan in 2010. The production version of the Kizashi3.

4. New Swift in 2011.

5. New Alto.

BRIEF DESCRIPTION ABOUT COMPETITORS

About HMIL (Hyundai Motor India Limited)



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Hyundai Motor India Limited (HMIL) is a wholly owned subsidiary of Hyundai

Motor Company, South Korea and is the second largest and the fastest growing car

manufacturer in India. HMIL presently markets 34 variants of passenger cars in six

segments. The Santro in the B segment, Getz Prime, i10 in the B+ segment, the Accent

and Verna in the C segment, the Elantra in the D segment, the Sonata Embera in the E

segment and the Tucson in the SUV segment.

Hyundai has become the undisputed number two in the Indian auto market, and the only

one-even rival admit- with the capability of giving leader Maruti a run of its money in

the total volume stakes Hyundai in India currently sells just about a quarter of the

numbers that Maruti does.

Hyundai Motor India, continuing its tradition of being the fastest growing passenger car

manufacturer, registered total sales of 299,513 vehicles in calendar year (CY) 2006, an

increase of 18.5 percent over CY 2005. In the domestic market it clocked a growth of

19.1 percent a compared to 2005, with 186,174 units, while overseas sales grew by 17.4

percent, with exports of 113,339 units.

HMILs fully integrated state-of-the-art manufacturing plant near Chennai boasts some of

the most advanced production, quality and testing capabilities in the country. Incontinuation of its investment in providing the Indian customer global technology, HMIL

is setting up its second plant, which will produce an additional 300,000 units per annum,

raising HMILs total production capacity to 600,000 units per annum by end of 2007.

HMIL is investing to expand capacity in line with its positioning as HMCs global export

hub for compact cars. Apart from expansion of production capacity, HMIL plans to

expand its dealer network, which will be increased from 183 to 250 this year. And with

the companys greater focus on the quality of its after-sales service, The year 2006 has

been a significant year for Hyundai Motor India. It achieved a significant milestone by

rolling out the fastest 300,000th export car. Hyundai exports to over 65 countries

globally; even as it plans to continue its thrust in existing export markets, it is gearing up

to step up its foray into new markets. The year just ended also saw



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Hyundai Motor India attain other milestones such as the launch of the Verna

and yet another path-breaking record in its young journey by rolling out the fastest

10,00,000th car.

The Hyundai Verna has bagged some of the most prestigious awards starting with the title

of "Car of the Year 2007" by India's leading automotive publication Overdrive, the

Best Mid-size Car of the Year award by the NDTV Profit C&B Awards 2007, the Best

Value for Money Car by the CNBC Autocar Auto awards and Performance Car of the

Year 2007 from Business Standard Motoring.

Last Year Sonata Embera won the Executive Car of The Year 2006 award from

Business Standard Motoring Magazine and NDTV Profit Car & Bike declared the

Tucson as the SUV of The Year 2006.

HMIL has also been awarded the benchmark ISO 14001 certification for its sustainable

environment management practices.

About TATA MOTORS:

Tata Motors Limited is India's largest automobile company, with revenues of Rs. 32,426

crores (USD 7.2 billion) in 2006-07. It is the leader by far in commercial vehicles in each



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segment, and the second largest in the passenger vehicles market with winning

products in the compact, midsize car and utility vehicle segments. The company is the

world's fifth largest medium and heavy commercial vehicle manufacturer, and the world's

second largest medium and heavy bus manufacturer.

The foundation of the companys growth is a deep understanding of economic stimuli and

customer needs, and the ability to translate them into customer-desired offerings through

leading edge R&D. The R&D establishment includes a team of 1400 scientists and

engineers. The company's Engineering Research Centre was established in 1966, and has

facilities in Pune, Jamshedpur and Lucknow.

It was Tata Motors, which developed the first indigenously developed Light Commercial

Vehicle, India's first Sports Utility Vehicle and, in 1998, the Tata Indica, India's first fully

indigenous passenger car. Within two years of launch, Tata Indica became India's largest

selling car in its segment.

True to the tradition of the Tata Group, Tata Motors is committed in letter and spirit to

Corporate Social Responsibility. It is a signatory to the United Nations Global Compact,

and is engaged in community and social initiatives on labour and environment standards

in compliance with the principles of the Global Compact. In accordance with this, it plays

an active role in community development, serving rural communities adjacent to its

manufacturing locations.

Recently it has tied up with FIAT and would carry out the sales and service in their

showrooms itself. Even it is one of the competitors for Maruti. And the launching of its

new vehicle TATA NANO would rather hit badly for the Marutis low priced cars.

With the foundation of its rich heritage, Tata Motors today is etching a refulgent future.



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Some of the other competitors are as

Chevrolet

Ford

M&M

Reva

WHY MARUTI SUZUKI ?

The Quality Advantage

Maruti Suzuki owners experience fewer problems with their vehicles than any other car

manufacturer in India (J.D. Power IQS Study 2004). The Alto was chosen No.1 in the



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premium compact car segment and the Esteem in the entry level mid - size car

segment across 9 parameters.

The J.D. Power APEAL Study 2004 proclaimed the Wagon R no. 1 in the premium

compact car segment and the Esteem No.1 in the entry level mid - size car segment. This

study measures owner in terms of design, content, layout and performance of vehicles

across 8 parameters.

A Buying Experience like No Other

Maruti Suzuki has a sales network of 600 state-of -the-art showrooms across 393 cities,with a workforce of over 7500 trained sales personnel to guide our customers in finding

the right car. Our high sales and customer care standards led us to achieve the No.1

nameplate in the J.D. Power SSI Study 2004.

25 years of trust

Maruti has always spelt trust - be it with the products themselves or with the service

standards. We have built trust by aligning ourselves with the needs of customers. See how

we have done that over the 25 years.

Quality Service across 1200 Cities

Maruti has 2628 listed Authorized service stations and 30 Express Service Stations on 30

highways across India.



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In the J.D. Power CSI Study 2004, Maruti Suzuki scored the highest across all 7

parameters: least problems experienced with vehicle serviced, highest service quality,

best in-service experience, best service delivery, best service advisor experience, most

user-friendly service and best service initiation experience.

92% of Maruti Suzuki owners feel that work gets done right the first time during service.

The J.D. Power CSI study 2004 also reveals that 97% of Maruti Suzuki owners would

probably recommend the same make of vehicle, while 90% owners would probably

repurchase the same make of vehicle.

One Stop Shop

At Maruti Suzuki, you will find all your car related needs met less than one roof. Whether

it is easy finance, insurance, fleet management services, true value, accessories- Maruti

Suzuki is set to provide a single-window solution for all your car related needs.

The Low Cost Maintenance Advantage

The acquisition cost is unfortunately not the only cost you face when buying a car.

Although a car may be affordable to buy, it may not necessarily be affordable to

maintain, as some of its regularly used spare parts may be priced quite steeply. Not so in

the case of a Marui Suzuki. It is in the economy segment that the affordability of spares is

most competitive, and it is here where Maruti Suzuki shines.

Lowest Cost of Ownership

The highest satisfaction ratings with regard to cost of ownership among all models are all

Maruti Suzuki vehicles: Zen, Wagon R, Esteem, Maruti 800, Alto and Omni.



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We are proud to have the lowest cost of operation/km (among petrol vehicles) -

the top 5 models are all Maruti Suzuki models: Maruti 800, Alto, Zen, Omni and Wagon

R.

MEGA CAMPS;

The company aggressively conducts 'Mega Camps' throughout the country round the

year. Activities undertaken during a mega camp include complimentary car wash, AC &

Pollution check up, oil and fuel top ups, wheel alignments etc.

Apart from mega camps workshop camps like A/C checkup camps, PUC and general

check-up camps, Locality camps , Pre monsoon camps etc are also regularly conducted as

part of customer connect initiatives.

Car Safety device: Immobilizer

The company used technology to meet customer needs and even delight them. Following

feedback that the company's cars were more prone to theft owing to their resale value, the

company worked on an anti-theft immobilizer or "I-Cats;" system for all its new cars.

Driving school

Lack of professionalism in driving and untrained drivers are primarily responsible for the

majority of road accidents. As part of its corporate social responsibility Maruti Udyog

launched the Maruti Driving School in Delhi. Later the services were extended to other

cities of India as well. These schools are modelled on international standards. Above

41,500 people have been trained through Maruti Driving School. The driving school was

the best option for women and half of the trained people were women (about 21,000).



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INTRODUCTION

BACKGROUND



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Pratham Motors Pvt Ltd is an authorized Maruti-Suzuki dealer in Bangalore. It

commenced its operation on Feb 2001 at Bangalore. It is one of the biggest showrooms

seen in Bangalore city. Today it has got three showrooms and workshops in Bangalore.

In a meeting with the sales manager, a research project was discussed were the manager

wanted to know the satisfaction level of their customers and the satisfaction level of

customers of their competitors (Hyundai and Tata Motors) at Bangalore and the

perception that they have before purchasing a vehicle at Pratham Motors Pvt Ltd,

Bangalore.

MANAGEMENT PROBLEM

To know where Maruti-Suzuki does stands in terms of customer satisfaction & service

satisfaction in Bangalore when compared to their competitors (Hyundai, Tata Motors and

others).

RESEARCH PROBLEM

To find customer satisfaction level of Maruti-Suzuki, compared with Hyundai and Tata

motors customers. And also to know the awareness about their showroom in Bangalore.



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RESEARCH OBJECTIVES

To determine whose customers are more satisfied (Maruti-Suzuki or Hyundai or

Tata motors). To determine the unsatisfied customers of Maruti-Suzuki Pratham Motors and the

reasons for their dissatisfaction.

To know the parameters on which a customer decides to buy a car.

To understand the facilities/services expected by the customers from dealers.

To know the market share of vehicles.

To determine the customer satisfaction level of the services provided by the

dealers



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METHODOLOGY

TYPE OF RESEARCH:



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In this technique also feedback was taken by administering a questionnaire.

Personal interview was chosen, as one of the device because by this the exact

nature of problem can be determined and other thing that can be noticed is the

body language of the customer. Here the customers were asked to express them

freely.

MEASUREMENT TECNIQUE:

The measurement technique used was:

Questionnaire

The questionnaire was used as a formalized instrument to accumulate information

from the respondents. The questionnaire had 9 well-structured questions. It was a

direct interview, where in the respondents knew the objectives of research and

name of the company for whom the research was conducted.

Measuring Tools

Data are useful only after analysis. Data analysis involves converting a series of

recorded information into descriptive statements and information about

relationship.

Hence concerned to this project method of analyzing the data will be graphical

method.

SAMPLE

Population:

People who have purchased car from 2000 onwards.



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Sample size:

A sample of 100 was selected. Enough freedom was given to choose the sample

as per convenience.

Sample unit:

Individual car owners.

Sampling method:

Non- Probability sampling method

Here no body had an equal chance of being getting selected. And precise it was

convenience sampling. The respondents were contacted as per convenience. For

personal interview samples were chosen that were easily accessible and in

Telephone interview customers who were willing to give prompt feedback.

Sample plan:

The customers whose name & telephone numbers were there, were contacted.

The sample plan was that, if a particular customer is not being contacted (change

in contact number, lack of response, etc) then other customers were contacted.

TIME ANALYSIS

Overall one month was spent on research.



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LIMITATIONS

The sample was quite small. The research has given the general nature of

the problem.

Inarticulate respondents can be one of the limitations.

The respondent may have over exaggerated their problem and opinions.

Interviewers effect could also have been there; as a result the respondents

would have given wrong reply.

The time was not sufficient, as only one person had to conduct the survey.



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ANALYSIS

WITH

GRAPHS

1) Which company car do you own and mention the model?



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Maruti Hyundai Tata Others

Size 58 21 12 9

size

maruti

58%hyundai

21%

tata

12%

others

9%

Interpretation

58% of the sample use Maruti Suzuki vehicles



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21% of the sample use Hyundai vehicles

12% of the sample use Tata vehicles

09% of the sample uses other vehicles

From the survey we came to know that out of 58 customers using Maruti Suzuki

vehicles have a majority of small size cars rather than the medium or

premium/high end vehicles

Majority of the Hyundai and Tata owners have small as well as medium size cars

and a small percentage of people own high end vehicles.

From the other vehicles most of them own premium/high end vehicles.



40/84


2) Why do you opt for a four wheeler vehicle?

Need Comfort Status

Respondents 29 41 30

29, 29%

41, 41%

30, 30%

Need

Comfort

Status



41/84


Interpretations:

29% of the respondents have opted four wheeler for Need.

41% of the respondents have opted four wheeler for Comfort.

30% of the respondents have opted four wheeler for Status.

Majority of the respondents opt four wheeler for comfort and then for status

The respondents who have opted four wheeler for need have purchased low end

version cars.

The respondents who have opted four wheeler for comfort have purchased Mid

end version cars and even some have high end version cars.

The respondents who have opted four wheeler for status have purchased High end

version cars.



42/84


43/84


39, 68%

7, 12%

6, 10%

3, 5%3, 5%

Completelysatisfied

Satisfied

Some whatsatisfied

Dissatisfied

Completelydissatisfied

Interpretations:

39% of Maruti customers are completely satisfied with the vehicle

performance.

7% of Maruti customers are satisfied with the vehicle performance.

6% of Maruti customers are Some what satisfied with the vehicle

performance.

3% of Maruti customers are dissatisfied with the vehicle performance.



44/84


3% of Maruti customers are completely dissatisfied with the

vehicle performance.

Hyundai

Completely

Satisfied

Satisfied Some

what

Satisfied

(OK)

Dissatisfied Completely

Dissatisfied

Respondents 9 3 6 3 1

9, 36%

3, 12%6, 24%

3, 12%

1, 4%

3, 12% Completely satisfied

Satisfied

Some what satisfied

Dissatisfied

Completely

dissatisfied

Slice 6

Interpretations:

9% of Hyundai customers are completely satisfied with the vehicle

performance.

3% of Hyundai customers are satisfied with the vehicle performance

6% of Hyundai customers are some what satisfied with the vehicle

performance

3% of Hyundai customers are dissatisfied with the vehicle performance



45/84


1% of Hyundai customers are completely dissatisfied with the

vehicle performance

Tata

Completely

Satisfied

Satisfied Some

what

Satisfied

(OK)

Dissatisfied Completely

Dissatisfied

Respondents 3 5 1 0 3

3, 25%

5, 42%

1, 8%

0, 0%

3, 25% Completely satisfied

Satisfied

Some what satisfied

Dissatisfied

Completely

Dissatisfied

Interpretations:

3% of Tata customers are completely satisfied with the vehicle

performance

5% of Tata customers are satisfied with the vehicle performance



46/84


47/84


4) Please rank the following features in the order of their priority while making a

buying decision for a four wheeler? (1-for most preferred, 7-for least preferred).

1 2 3 4 5 6 7

Aesthetic 7 67 3 7 5 5 6

Price 10 60 14 7 5 2 2

Fuel efficiency 73 10 12 3 0 2 0

Maintenance 14 21 9 47 8 1 0

Safety features 9 10 54 9 10 2 6

Space 2 10 13 9 45 10 11

Company service

convenience

12 8 13 5 7 41 14



48/84




49/84


0

10

20

30

4050

60

70

80

1 2 3 4 5 6 7

Aesthetic

Price

Fuel effeciency

Maintenance

Safety features

Space

Company



50/84


Interpretations:

The ranking by priority of the features while a customer makes a buying decision

are:- (as per majority)

1. Fuel efficiency

2. Aesthetic/Look

3. Price

4. Safety features

5. Maintenance

6. Space

7. Company service convenience

Top three Priority of buyer to purchase a mid size car are , fuel efficiency, price

and looks

Top three Priority of buyer of a mid version cars are price, fuel efficiency and

looks.

Top three Priority of buyer of a High end version car are Looks and Safety .



51/84


5)Which of the facilities/services do you expect from the dealer?

Yes No

Quick service 97 3

Informative salesperson 94 6

Accessories availability 73 27

Home delivery 55 45

Discount on spares 93 7

0

10

20

30

40

50

60

70

8090

100

Yes NO

Quick service

Informative

salesperson

Acessories availabity

Home delivery

Discount on spares



52/84


Interpretations:

Quick service

97% i.e. 97out of 100 respondents expect quick service from the dealer.

3% i.e. 3 out of 100 respondents dont expect quick service from the

dealer.

Informative salesperson

94% i.e. 94 out of 100 respondents expect informative salesperson from

the dealer.

6% i.e. 6 out of 100 respondents dont expect informative salesperson

from the dealer.

Accessories availability

73% i.e. 73out of 100 respondents expect accessories availability from the

dealer.

27% i.e. 27out of 100 respondents dont expect accessories availability

service from the dealer.

Home delivery

55% i.e. 55out of 100 respondents expect home delivery service from the

dealer.

45% i.e. 45 out of 100 respondents dont expect home delivery service

from the dealer.

Discount on spares 93% i.e. 93out of 100 respondents expect discount on spares from the

dealer.

7% i.e. 7 out of 100 respondents dont expect discount on spares from the

dealer.



53/84


7) How would you recommend the same vehicle to a friend or relative?

Maruti-Suzuki

Excellent Good Fair Poor

Respondents 38 12 5 3

0

5

10

15

20

25

30

35

40

Excellent Fair

Respondents

Interpretations

38% Maruti customers have excellent chances of recommending the same

vehicle to a friend or relative.

12% Maruti customers have good chances of recommending the same

vehicle to a friend or relative. 5%. Maruti customers have fair chances of recommending the same


3% Maruti customers have poor chances of recommending the same




54/84


Hyundai


Respondents 8 8 4 1

0

12

3

4

5

6

7

8


Respondents

Interpretations:

8% of Hyundai customers have excellent chances of recommending the

same vehicle to a friend or relative.

8% of Hyundai customers have good chances of recommending the same


4% of Hyundai customers have fair chances of recommending the same


1% of Hyundai customers have poor chances of recommending the same




55/84


Tata


Respondents 4 3 2 2

0

0.5

1

1.5

2

2.5

3

3.5

4


Respondents

Interpretations:

4% of Tata customers have excellent chances of recommending the same


3% of Tata customers have good chances of recommending the same


2% of Tata customers have fair chances of recommending the same


2% of Tata customers have poor chances of recommending the same


7) Would you purchase the car from the same company?



56/84


Yes No

Maruti-Suzuki 49 9

Hyundai 13 8

Tata 7 5

0

10

20

30

40

50

Yes No

Maruti-Suzuki

Hyundai

Tata

Interpretations:



57/84


84% i.e. 49 out of 58 existing Maruti customers would like to

buy their next car from the same company

16% i.e. 9 out of 58 existing Maruti customers would not like to buy their

next car from the same company

62% i.e.13 out of 21 existing Hyundai customers would like to buy their


38% i.e. 8 out of 21 existing Hyundai customers would not like to buy

their next car from the same company

58% i.e. 7 out of 12 existing Tata customers would like to buy their next

car from the same company

42% i.e. 5 out of 12 existing Tata customers would not like to buy their


8) From which company you would purchase your next car?



58/84


Maruti-

Suzuki

Hyundai Tata Any

other

Respondents 61 16 10 13

61, 61%16, 16%

10, 10%

13, 13%

Maruti-Suzuki

Hyundai

Tata

Anyother

Interpretations:

61% of the respondents would like to buy their next car from Maruti-Suzuki company

16% of the respondents would like to buy their next car from Hyundai

company

10% of the respondents would like to buy their next car from Tata

company

13% of the respondents would like to buy their next car from any other

company

9 How would you rate the attributes of your four wheeler?



59/84


Price

Fair Average Not fair

Maruti-Suzuki 35 17 6

Hyundai 11 7 3Tata 6 4 2

0

5

10

15

20

25

30

35

Fair Average Not fair

Maruti-Suzuki

Hyundai

Tata

Interpretations:



60/84


Maruti

35 out of 58 (60%) respondents rated the price of their Maruti car is fair.

17 out of 58 (29 %) respondents rated the price of their Maruti car is

average

6 out of 58 ( 11%) respondents rated the price of their Maruti car is not

fair

Hyundai

11 out of 21 (52%) respondent rated the price of his Hyundai car is fair.

7 out of 21 (34%) respondents rated the price of their Hyundai car is

average

3 out of 21 (14%) respondents rated the price of their Hyundai car is not

fair

Tata

6 out of 12 (50%) respondents rated the price of their Tata car is fair.

4 out of 12 ( 33%) respondents rated the price of their Tata car is average

2 out of 12 (17%) respondents rated the price of their Tata car is not fair

Many respondents have rated the price of their Maruti car as a fair price

car.

Many respondents have rated the price of both Hyundai and Tata as

average.



61/84


Maintenance

Good Average Bad


Hyundai 12 6 3

Tata 4 2 6

0

5

10

15

20

25

30

35

40

Good Average Bad

Maruti-Suzuki

Hyundai

Tata

Interpretations:



62/84


Maruti

38 out of 58 (66%) respondents rated the maintenance of their Maruti car

is good.

16 out of 58 (27 %) respondents rated the maintenance of their Maruti

car is average

4 out of 58 (7 %) respondents rated the maintenance of their Maruti car

is bad

Hyundai

12 out of 21 (57%) respondent rated the maintenance of his Hyundai car is

good.

6 out of 21(29%) respondents rated the maintenance of their Hyundai car

is average

3 out of 21 (14 %) respondents rated the maintenance of their Hyundai

car is bad

Tata

4 out of 12 (33%) respondents rated the maintenance of their Tata car is

good.

2 out of 12 ( 17%) respondents rated the maintenance of their Tata car is

average

6 out of 12 (50%) respondents rated the maintenance of their Tata car is

bad

Many respondents have rated the maintenance of their Hyundai as verygood.

Many respondents have rated the maintenance of their Tata as Bad

Fuel efficiency



63/84


Very good Good Average


Hyundai 6 8 7

Tata 8 2 2

0

5

10

15

20

25

30

35

40


Maruti-SuzukiHyundai

Tata

Interpretations:

Maruti



64/84


37 out of 58 (64%) respondents rated the fuel efficiency of their

Maruti car is very good.

14 out of 58 (24 %) respondents rated the fuel efficiency of their Maruti

car is good

7 out of 58 ( 12%) respondents rated the fuel efficiency of their Maruti

car is average

Hyundai

6 out of 21 (28%) respondent rated the fuel efficiency of his Hyundai car

is very good.

8 out of 21 (38%) respondents rated the fuel efficiency of their Hyundai

car is good

7 out of 21 ( 34%) respondents rated the fuel efficiency of their Hyundai

car is average

Tata

8 out of 12 (64%) respondents rated the fuel efficiency of their Tata car is

very good.

2 out of 12 ( 16%) respondents rated the fuel efficiency of their Tata car is

good

2 out of 12 (20%) respondents rated the fuel efficiency of their Tata car is

average

Many respondents have rated the fuel efficiency of their Maruti & Tata as

very good.

Many respondents have rated the fuel efficiency of their Hyundai as

average.



65/84


Style



Hyundai 15 4 2Tata 6 2 4

0

10

20

30

40

50


Maruti-Suzuki

Hyundai

Tata

Interpretations:

Maruti

46 out of 58 (79%) respondents rated the price of their Maruti car is very

good.

7 out of 58 (12%) respondents rated the price of their Maruti car is good



66/84


5 out of 58 (9%) respondents rated the price of their Maruti car

is average

Hyundai

15 out of 21 (71%) respondent rated the price of his Hyundai car is very

good.


good


average

Tata

6 out of 12 (50%) respondents rated the price of their Tata car is very

good.

2out of 12 (17%) respondents rated the price of their Tata car is good

4out of 12 (33%) respondents rated the price of their Tata car is average

Many respondents have rated the priceof their Maruti as very good.

Many respondents have rated the price of Tata as average.

FINDINGS

The respondents who have opted four wheeler for need have purchased low end

version cars.



67/84


The respondents who have opted four wheeler for comfort have

purchased mid version cars and some have opt for premium/high end cars.

The respondents who have opted four wheeler for status have purchased High end

version cars.

The ranking by priority of the features while a customer makes a buying decision

are:- (as per majority)

1. Fuel efficiency

2. Aesthetic/Look

3. Price

4. Safety features

5. Maintenance

6. Space


------------------------------------------------------------------------------------------------------------

Many respondents have rated the price of their Maruti as very good (i.e. the prices

are fair). AND both the price of Hyundai and Tata casts as average.

Many respondents have rated the maintenance of their Maruti as very good AND

the maintenance of Tata cars as average

Many respondents have rated the fuel efficiency of their Maruti & Tata as very

good. AND the fuel efficiency of Hyundai cars as average.

Many respondents have rated the style of their Hyundai as very good. And the

style of Tata cars as average

Maruti customers are more satisfied with the service provide by their dealer

(Pratham Motors) followed by Hyundai and Tata customers.

Tata customers are more dissatisfied with the service provided by their dealer



68/84


Majority of customers expect quick service, Informative salesperson,

discount on spares, availabity of accessories from an automobile dealer

There is a mixed opinions of the customer for home delivery service expectations

from an automobile dealer

Maruti customers are more satisfied with their vehicle performance followed by

Hyundai and Tata customers

Maruti customers are having very good chances of recommending the same

vehicle to a friend or relative followed by Hyundai customers and Tata

Most of the existing customers of Maruti would like to buy their next car from the

same company.

Most of the respondents would like to buy their next car from Maruti-Suzuki

The other companies product the respondents would like to buy for the next time

are Skodas Fabia & Octavia, Hondas City and Civic, M&Ms Scorpio and

Logan, Chevorlets Travera and Aveo & Toyotas Innova.



69/84


CONCLUSION

CONCLUSION



70/84


Maruti Suzuki ranks first in terms of customer satisfaction

followed by Hyundai and Tata motors.

Maruti-Suzuki motors ranks first in terms of customer service satisfaction

The ranking by priority of the features while a customer makes a buying

decision are:- (as per majority)

1. Fuel efficiency

2. Aesthetic/Look

3. Price

4. Safety features

5. Maintenance

6. Space


Majority of customers expect quick service, Informative salesperson,

accessories availabity and discount on spares from an automobile dealer

There is a mixed feelings of the customer for home delivery service

expectations from an automobile dealer

BIBLOGRAPHY



71/84


REFERANCE BOOKS

MARKETING MANAGEMENT (By Philip Kotler)

MARKETING RESEARCH (By Tull & Hawkins)

INTERNET WEBSITES

www.marutiudyog.com

www.hyundai.co.in

www.tatamotors.com

ORGANISATION REPORT

AUTOMAGZINES

http://www.marutiudyog.com/http://www.hyundai.co.in/http://www.tatamotors.com/http://www.marutiudyog.com/http://www.hyundai.co.in/http://www.tatamotors.com/


72/84


Appendix

CUSTOMER SATISFACTION SURVEY

2) Personal information

Name:-

Address:-

Contact number:-

Occupation:-

3) Which company car do you own and mention the model?

a) Maruti Suzuki

b) Hyundai

c) Tata

d) Others



73/84


4) How would you rate your vehicles performance?

a) Completely satisfied

b) Satisfied

c) Some what satisfied (OK)

d) Dissatisfied

e) Completely dissatisfied

5) Why do you opt for a four wheeler vehicle?

a) Need

b) Comfort

c) Status

d) Any other (specify)

6) Please rank the following features in the order of their priority while making a

buying decision for a four wheeler? (1-for most preferred, 7-for least preferred)



74/84


a) Aesthetic/Look

b) Price

c) Fuel efficiency

d) Maintenance

e) Safety features

f) Space

g) Company service comfort

7) Which of the facilities/services do you expect from the dealer?

a) Quick service

b) Informative salesperson

c) Finance facilities

d) Accessories availability

e) Home delivery

f) Discount on service and spares

8) State the level of satisfaction of service provided by your dealer?



75/84


a) Completely satisfied

b) Satisfied

c) Some what satisfied (OK)

d) Dissatisfied

e) Completely dissatisfied

9) What are the attributes that you rate for your four wheeler?

VERY

EXPENSIVE

EXPENSIVE REASONABLE

PRICE

MAINTENANCE

FUEL

EFFECEINCY

STYLE

10) How do you recommend the same vehicle to a friend or relative? Would you say

the chances are,

a) Excellent

b) Good

c) Fair

d) Poor

11) You would like to upgrade your existing vehicle with which companys product?



76/84


a) Maruti-Suzuki

b) Hyundai

c) Tata

d) Any other (specify)

Why?

For Maruti Suzuki owners only

12) .Are you a customer of Pratham motors

a) Yes

b) No

13) How would you rate the experience in Pratham motors

a) Very good

b) Good

c) Average

d) Bad

THANK YOU

MILESTONES:

2008

Wagaon-R most preferred car CNBC

2007

The Zen Estilo launched in Feb,2007



77/84


Maruti SWIFT (Diesel)

The SX-4 launch

2006

The car of the Year Maruti SWIFT

2005

The fiftieth lakh car rolls out in April, 2005

Growth in overall sales by 15.8%

2004

New (non A/C) variant of Alto

Alto becomes India's new best selling car

LPG variant of 'Omni Cargo'

Versa 5-seater, a new variant

Baleno LXi, a new variant

Maruti closed the financial year 2003-04 with an annual sale of 472122 units, the

highest ever since the company began operations 20 years ago

2003

New Suzuki Grand Vitara XL-7

Redesigned and all-new Zen

New upgraded WagonR

Enters into partnership with State Bank of India

Production of 4 millionth vehicle. Listed on BSE and NSE after a public issue

oversubscribed 10 times



78/84


2002

WagonR Pride

Esteem Diesel. All other variants upgraded

Maruti Insurance. Two new subsidiaries started: Maruti Insurance Distributor

Services and Maruti Insurance Brokers Limited

Alto Spin LXi, with electronic power steering

Special edition of Maruti 800, Indias first colour-coordinated car

Maruti True value in Mumbai

Maruti Finance in Mumbai with 10 finance companies

Suzuki Motor Corporation (SMC) increases its stake in Maruti to 54.2 percent

2001

Zen LXi

Maruti True Value launched in Bangalore and Delhi

Maruti Versa, Indias first luxury MPV

Alto Spin LXi, with electronic power steering

Alto Vxi

Customer information centers launched in Hyderabad, Bangalore and Chennai

Launch of versa

2000

First car company in India to launch a Call Center

New Alto

Altura, a luxury estate car

IDTR (Institute of Driving Training and Research) launched jointly with the Delhi

government to promote safe driving habits



79/84


1999

Zen LX (993cc, hatchback car)

Zen VXi (993cc, hatchback car with power steering)

Omni XL ( 796cc, MUV, high roof)

Baleno (1600cc, 3 Box Car)

Wagon R

Launch of Maruti - Suzuki innovative traffic beat in Delhi and Chennai as social

initiatives

1998

Maruti launches website as part of CRM initiatives

Zen D (1527 cc diesel, hatchback car)

Zen VX & Zen VX Automatic

New (Omni & Omni E) (796cc, MUV)

Launch of website as part of CRM initiatives

1997

1998 Esteem (1299cc, 3 box car) LX, VX and AX

New Maruti 800 (796cc,hatchback Car) Standard and Deluxe

Produced the 2 millionth vehicle since the commencement of production

1996

Gypsy (E) (970cc, 4WD 8 seater)

Omni (E) (796cc, MUV, 8 seater)

Gypsy King (1298cc, 4WD, off road vehicle)

Zen Automatic (993cc, hatchback car)

Esteem 1.3L (1298 cc, 3 box Car)AX

Launch of 24-hour emergency on-road vehicle service



80/84


1995

Esteem 1.3L (1298 cc, 3 box car)VX

With the launch of second plant, installed capacity reached 200,000 units

1994

Esteem1.3L (1298cc, 3 box car)LX

Produced the 1 millionth vehicle since the commencement of production

1993

Zen(993cc, hatchback Car), which was later exported in Europe and elsewhere as

the Alto

1992

SMC increases its stake in Maruti to 50 perce

1991

Reaches cumulative indigenization of 65 percent for all vehicles produced

1990

Maruti 1000(970cc, 3 box), Indias first contemporary sedan

1989

Installed capacity increased to 100,000 units

1987

Exported first lot of 500 cars to Hungary



81/84


1986

Maruti 800 ( New Model-796cc, hatchback Car)

Produced 100,000 vehicles (cumulative production)

1985

Launch of Maruti Gypsy (970cc, 4WD off-road vehicle)

1984

Omni, a 796cc MUV

Installed capacity reached 40,000 units

1983

Maruti 800, a 796 cc hatchback, Indias first affordable car.

Production was started under JVA

1982

License and JV agreement signed between Maruti Suzuki India Ltd. and SMC of

Japan

1981

Maruti Suzuki India Ltd was incorporated under the provisions of the Indian

Companies Act, 1956

AWARDS

2006

JD power CSI: 1st rank, 7 years in a row 200-2006

JD power SSI: 1st rank, 3 years in a row 2004-2006



82/84


Tops TNS TCS survey in key segments, 5 years in a row 2002-2006

Among top 5 car companies in the Forbes list of the Worlds Most Reputed

Companies- Nov 06

The only automobile manufacturer to feature in Business Todays list of Indias

Best 10 marketers Nov 06

Features in Business Todays annual list of 20 companies to look for in 2007-

Nov 06

Ranks 1st for corporate social responsibility by TNS Automotive.

2005

Ranks 1st

among automobile companies in the Corporate Image Monitor(CIM) Study 2005 conducted by AC Nielsen ORG-MARG.

Receives a commendation from Ministry of Economy, trade and industry

(MITI) of japan Sept05.

Number one in JD Power SSI for the second consecutive year.

wangonR and Esteem top their segmente Reputation Strength(CSR) study

(#1 in Auto sector) Feb 05

Maruti bagged the Nabyfacturer of the year award from Autocar-CNBC

(2nd time in a row)-Feb 05

First Indian car manufacturer to reach 5 million vehicles sales

Business World ranks Maruti among top five most respected companies in

India-Oct 04

Maruti ranked among top ten (Rank7) greenest companies in India by

Business Today Sep 04

2004



83/84


Maruti suzuki was No.1 in Customer Satisfaction, No.1 in Sales

Satisfaction, No.1 in Product Quality(Esteem and Alto) and No.1 in product

apeat(Esteem and WagonR)

No.1 in Total Customer Satisfaction (maruti 800, Zen and Alto)

Business World ranked us the countrys most respected automobile company

Voted Manufacturer of the year by CNBC

Voded one of Indias Greenest Companies by Business Today-AC Nielson ORG-

MARG

2003

Maruti 800, Maruti Zen and Maruti Esteem make it to the top 10 automotive

brands in Most Trusted Brand survey 2003

JD Power ranked 3 models of Maruti on top: WagonR, Zen and Esteem

Maruti 800 and WagonR top in NFO Total Customer Satisfaction Study 2003.

MUL tops in JD Power CSI(2001) for 4th time in a row

2001

MUL tops JD Power CSI(2001) for 2nd time in a ro: another international first

2000



84/84


Maruti bags JD POWER CSI- 1st rank; unique achievement by market

leader anywhere in the world.

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