PREFACE

As a Student of B.B.A. (Hons.) 16th Batch, the survey on

customer satisfaction on Maruti has been provide to me by my
department, under the guidance of Miss. Pragya Bhargav.
I conducted this work in Sagar City. It presents synoptic
review the research methodology. Objective, limitations and
suggestions regarding the existing product. A field survey was
conducted with the help of questionnaire and personal interview in
Sagar City.
The main aim of this survey is to know about the level of
constomer satisfaction regarding Maruti in Sagar City. it also
includes product utility. People behavior, Satisfaction, imagination,
company policies and customer problems.
This Survey is made to answer the expose above motioned
topies through statistical representation, pie diagram and graphs.

(KHUSHBOO GUPTA)
B.B.A IInd Semester
16TH BATCH

ACKNOWLEDGEMENT

I would like to whole hearty thank and express my

sincere gratitude to Prof. Y.S. Thakur Head of the
Department of Faculty of Management Studies Dr. Hari
Singh Gour Vishwavidyalaya, Sagar for suggesting me this
problem and for giving an insight in delaing with the
subject
.I am highly obliged to Miss Pragya Bhargav, Miss
Shakuntala Yadav Lecturer, Miss Mayuri Jain, Mr. Shri
Bagwat,

Miss.

Priyanka

Jhakariya,

Miss

Devagya

Shrivastava, Mrs. Jyoti Pandey, Mr. Ankur Randheliya Mr.

Girbal singh Lodhi, and All

Faculty member, for guiding

me in various aspects of this project like conducting field

work and designing questionnaire and suggesting me the
Project Work and helping me in finalising the Report. I
express my gratitude to all the customers who very kindly
discussed various aspects of this study and provided
useful suggestions for discussing various problems.
Lastly, I Must express my gratitude to all the elders of
the family and citizen of the city who blessed me in course
of discussion. I also extend my sincere thanks to my family
and my friends for their encouragement and support.

(KHUSHBOO GUPTA)
B.B.A IInd Semester

DELCLARATION BY THE
CANDIDATE
Date :
I declare that the project report titled " MARUTI" on
Market Segmentation is nay own work conducted under the
supervision

of

Miss

Pragya

Bhargav

Department

of

Business Management Dr. Hari Singh Gour Central Uniersity

Sagar To the best of my knowledge the report does not
contain any work , which has been submitted for the award
of any degree , anywhere.

(KHUSHBOO GUPTA)
B.B.A II Semester

CERTIFICATE
The project report titled "MARUTI" been prepared
by MR. KHUSHBOO GUPTA BBA IInd Semester , IInd Batch
under the guidance and supervision of

Miss

Pragya

Bhargav for the partial fulfillment of the Degree of B.B.A.

Signature of the

Signature of the

Signature of the

Supervisor

Head of the
Department

Examiner

INTRODUCTION
MARUTI UDYPG LIMITED
Maruti is India's largest automobile company. The company, a joint
venture with Suzuki of Japan, has been a success story like no other
in the annals of the Indian automobile industry.
Today, Maruti is India's largest automobile company. This feat was
achieved by the missionary zeal of our employees across the line and
the far-sighted vision of our management.
The Company Mission:
To provide a wide range of modern, high quality fuel efficient vehicles
in order to meet the need of different customers, both in domestic
and export markets.
The Company Vision:
We must be an internationally competitive company in terms of our
products and services.

We must retain our leadership in India and should also aspire to be

among the global players.
Core Value

Customer Obsession

Fast, Flexible and First Mover

Innovation and Creativity

Networking and Partnership

Openness and Learning

Vision
The leader in the India Automobile Industry, Creating Customer
Delight and Shareholders Wealth; A pride of India
Production Milestones
1st vehicle produced, December 1983
1,00,000 vehicles produced by August, 1986
5,00,000 vehicles produced by June, 1990
10,00,000 vehicles produced by March, 1994
20,00,000 vehicles produced by October, 1997
30,00,000 vehicles produced by June, 2000

40,00,000 vehicles produced by April, 2003

55,00,000 vehicles produced by April 2006
75,00,000 vehicles produced by April 2009
85,00,000 vehicles produced by April 2010

MILESTONES
2005

2004

The fiftieth lakh car rolls out in April, 2005

Growth in overall sales by 15.8%

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

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 colourcoordinated 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

WHY MARUTI SUZUKI

The Quality Advantage
A car is an engineering product, only as good as the technology
used to make it. Actual users of our technology are saying
something very clearly Maruti Suzuki is No.1 in quality:
Maruti Suzuki owners experience fewer problems with their vehicles
than any other can manufacturer in India (J.D. Power IQS Study
2004). The Alto was chosen No.1 in the premium compact car
segment and the Esteem in the entry level mid-size car segment
across 9 parameters.

In May 1995, Maruti got ISO 9002 certification. The audit for this
covered quality assurance in production, installation, marketing and
sales as well as after sales services. We were also one of the first
companies in the world to pioneer ISO 9000 certification for our
dealers.
In October 1993, MUL passed the Conformity Of Production
(COP) Audit, which is based on a European Union Directive. This
authenticated our quality systems and testing facilities for export to
Europe.

TARGET MARKETING
Target Marketing involves breaking a market into segments and
then concentrating your marketing efforts on one or a few key
segments.
The beauty of target marketing is that it makes the promotion,
pricing and distribution of your products and/or services easier and
more cost-effective. Target marketing is the selection of customers
you wish to service. The decisions involved in it are

Which segments to target

How many products to offer

Which products to offer in which segments

There are three steps to targeting:

Market segmentation

Target choice

Product positioning

One of the first things you need to do is to refine your product or

service so that you are NOT trying to be 'all things to all people.
Next, you need to understand that people purchase products or
services for three basic reasons:

To satisfy basic needs.

To solve problems.

To make themselves feel good.

The next step in creating an effective marketing strategy is to zero in

on your target market.

Target marketing is one of corporate America's most effective

business strategies. The idea is to increase sales by first identifying,
and then targeting smaller, yet more profitable customer groups
within the total market.
Four Ways to Identify Target Markets
1. Geographic: The location, size of the area, density, and
climate zone of your customers.
2. Demographics: The age, gender, income, family
composition and size, occupation, and education of your
customers.
3. Psychographics: The general personality, behavior, lifestyle, rate of use, repetition of need, benefits sought, and
loyalty characteristics of your customers.
4. Behaviors: The needs they seek to fulfill, the level of
knowledge, information sources, attitude, use or response
to a product of your customers.
One of the best ways to identify your target market is to look at your
existing customer base. Who are your ideal clients? What do they
have in common? If you do not have an existing customer base, or if
you are targeting a completely new audience, speculate on who they
might be, based on their needs and the benefits they will receive.

Investigate competitors or similar businesses in other markets to gain

insight.

PRODUCT
Wagon R

SPECIFICATIONS
DIMENSIONS IN MM
Length
Width
Height
Wheelbase
Front Track
Rear Track
Min. Ground clearance

3520
1490 (VXi), 1475 (LX, Lxi)
1660 (without roof rail), 1690 (with roof rail)
2360
1295
1290
165

WEIGHT IN KG
Kerb Weight
Gross Vehicle Weight

825 (LX, Lxi), 850 (VXi), 840 (AX)

1250 (LX, Lxi, VXi)

CAPACITY
Seating Capacity
Fuel Tank Capacity

5 persons
35 litres

ENGINE
Swept Volume
Engine Type
Engine Control
Max. Power, bhp

1061 cc
4 cylinder in line, FC Engine
4 Valves per cylinder, MRFI
32-Bit Electronic Control Module (ECM)
64@6200rpm

Max. Torque, Nm

84@3500rpm

MARUTI 800

SPECIFICATIONS
DIMENSIONS
Overall length
Overall width
Overall height
Wheelbase
Minimum turning radius
Ground clearance
Seating capacity
WEIGHT
Unladen weight

Laden weight
ENGINE
Type
Number of cylinders
Piston displacement
Maximum output (Std.,
AC)
Maximum torque (Std.,
AC)
POWER TRANSMISSION
Std., AC
STEERING
Steering
SUSPENSION
Front
Rear
BRAKES
Front
Rear

3335 mm
1440 mm
1405 mm
2175 mm
4.4 m
170 mm
4 persons
655 kg (AC BS I), 640 kg (Std. BS I),
665 kg (AC BS II & AC BS III),
650 kg (Std. BS II & Std. BS III)
1000 kg
4 stroke cycle, water cooled SOHC (1C2V)
3
796 cc
37 bhp at 5000 rpm
59 Nm at 2500 rpm

4 forward, all synchromesh

1 reverse
Rack & pinion
McPherson strut & coil spring
Coil spring with gas filled shock absorbers
Disc
Drum

TYRES
Tyre size
CAPACITY
Fuel tank capacity

Radial 145 / 70 R-12

30 liters (BSI), 28 liters (BS II & BS III)

NEW ALTO

SPECIFICATION
WEIGHT

Kerb weight

ALTO
ALTO LX/ALTO Lxi

Gross vehicle weight

725 kg
740 kg
1165 kg

ENGINE
Swept volume
Engine type

796cc
FC engine, 4 valves
Per cylinder MPFI

No. of cylinders
Engine control
Maximum power
Maximum torque
Transmission

SUSPENSION SYSTEM
Front
Rear

Seating Capacity
Tyre size
Overall length
Overall width
Overall height
Wheelbase
Tread
Minimum turning

Front

3
32 bit computer
47 bhp @ 6200 rpm
62 Nm @ 3000 rpm
5 speed, all synchromesh, manual
McPherson Strut with torsion
type anti-roll bar
Coil spring with double action
telescopic shock absorbers
5 persons
145 / 80 R12
3495 mm
1495 mm
1460 mm
2360 mm
1290 mm
4.6 m

radius
Ground clearance

160 mm

PRICES OF MARUTI PRODUCTS

Car market leader Maruti Udyog Limited has announced a marginal

increase in price of certain models. The increase, which comes into
effect from today, varies from 0.17 percent to 1.47 percent.

The price increase is due to rise in input costs and freight costs,
which increased following the rise in oil prices.

In this phase,

the company has decided to pass on only a part of the increase

in costs to the customers.

There is no change in the prices of

Swift, Zen, Baleno (Vxi) and WagonR (Petrol).

Ex-Showroom Prices in Delhi (in Rs)

Model

New

Old

Change
Increase
%

M800 Std

191646 191146

500

0.26%

M800 Std Ac

213062 212562

500

0.24%

Alto Std

231585 231085

500

0.22%

Alto Lx

265262 264762

500

0.19%

Alto Lxi

283878 283378

500

0.18%

Omni Cargo LPG

194725 192725

2000

1.04%

Omni Cargo

213706 213206

500

0.23%

Omni (Eight Seater)

221268 220768

500

0.23%

Omni LPG

230388 227388

3000

1.32%

Esteem Lx

445968 444968

1000

0.22%

Esteem Lxi

476223 475223

1000

0.21%

Esteem Vxi

511520 510520

1000

0.20%

Baleno Lxi

576173 575173

1000

0.17%

Versa Dx

433575 432575

1000

0.23%

Versa Dx2

471779 470779

1000

0.21%

Versa Std

360182 359182

1000

0.28%

WagonR Lx LPG

345106 340106

5000

1.47%

WagonR Lxi LPG

373160 368160

5000

1.36%

MARUTI ALL INDIA SALES 3 YR TREND

Segment
A1 (Mini - Hatchback)

2003-04 Growth 2004-05 Growt 2005-06 Growt

h
h
167,561
116,262
89,223
17%
-31%
-23%

A2 (Compact - Hatchback)

176,132

47%

271,280

14,173

28%

29,637

NA

NA

59,526

15%

A3 (Mid Size)
A4/A5/A6

54% 335,136

24%

109%

31,939

8%

NA

NA

NA

NA

65,019

9%

66,366

2%

(Exec./Prem./Luxury)
C (Van Type)
Passenger Cars - MUL

417,392

28% 482,198

16% 522,664

8%

Passenger Cars - Total

758,123

26% 885,029

17% 948,669

7%

12%

46%

Industry
MUV (Utility Vehicles)

3,555

5,204

4,374

-16%

Passenger Vehicles - MUL

420,947

28% 487,402

16% 527,038

8%

Passenger Vehicles - Total

901,150

24% 1,050,24

17%

1,129,3

8%

Industry

16

MARKET SHARE

2005-06 Market Share-Segment A2

TATA
20%

HYUNDAI
21%

MARUTI
59%

2005-06 Market Share-Segment A3

HYUNDAI
16%

TATA
20%

MARUTI
17%
FORD
14%
OTHERS
7%

HONDA
20%

GM
6%

2005-06 Market Share-Passenger Cars

HYUNDAI
17%

TATA
16%

HONDA
4%

FORD
3%
GM
1%
TOYOTA
1%

MARUTI
55%

OTHERS
3%

COMPETITION MODELS
SEGMENT

Maruti

Competition

A1 (Mini - Hatchback)

M800

A2 (Compact Hatchback)

Zen, WagonR,
Alto, Swift

Hyundai - Santro & Getz; Tata Indica & Palio; GM - Corsa Sail

A3 (Mid Size)

Esteem,
Baleno

Hyundai - Accent; Tata - Indigo &

Petra; Honda - City; GM - Corsa,
Optra, & Aveo; Ford - Ikon,
Fusion, & Fiesta

Hyundai - Elantra & Sonata;

Honda - Accord; GM - Vectra;
Ford - Mondeo; Skoda - Octavia &
Superb; Toyota - Corolla &
Camry; Daimler Chrysler - C,E, &
S Class;

A4/A5/A6
(Exec./Prem./Luxury)

C (Van Type)

Omni, Versa

MUV (Utility
Vehicles)

Gypsy, Grand
Vitara

Mitsubishi - Pajero; Hyundai Terracan & Tucson; Ford Endeavor; Toyota - Prado &
Innova; Nissan - X Trail; Honda CRV; GM - Forrester & Tavera;
Tata - Sumo & Safari; Mahindra Jeeps, Scorpio, & Bolero

INDUCTION & SUCCESSION

Transparent Recruitment & Selection process

Recruitment on an All India Basis no sectoral or region

specific

Recruitment of Best available Talent in the Country

Engineers CAMPUS - IITs/RECs/Rorkee/HBTI

ALL-INDIA TEST

MBAs IIMs/XLRI

CAs - Rank Holders

Technicians - ITIs diploma holders after All India Exam &

Apprenticeship In MUL

Lateral Entry for Experienced Professionals

SUCCESSION PLANNING

Potential & Performance

Vacancy - based

TRAINING & DEVELOPMENT

Annual Training Plan - All Levels

Training customised to meet Organisational Objectives

Topics selected based on Vision, Values & Departmental

Feedback of Company-wide Managers

Competency Mapping to identify Individual Training Needs

Technical Training on latest Technologies abroad at SMC,

Japan
STRONG FUCUS ON TRAINING INITIATIVES

Build a Learning Organisation

Continuous Value Additions to Professional Skills

Customised Training

Training to the personnel of Business Partners

COMPETITIVE STRENGTHS

MUL believes that they are well positioned to maintain and enhance
their leadership position in the small car segment in India, while
continuing to offer products in most segments of the Indian market,
on account of their competitive strengths, which include the
following:
Expertise in small car technology: As a subsidiary of Suzuki,
they have access to globally respected technology in the small
car segment. They have the advantage of Suzukis expertise in all
aspects of small car technology and design, with respect to their
products, their manufacturing processes and business practices,
the development of their supply chain and the training of their
personnel.
Extensive

product

portfolio:

Their

diverse

product

range

includes cars in segments A, B and C, and utility vehicles. They

manufactured five out of the ten models that were sold in the
combined A and B segments in India in fiscal 2002. They are the
only

manufacturer

of

cars

in

segment

(priced

below

Rs.300,000) where they have two models, the Maruti 800 and

the Omni. The Maruti 800 has been the largest selling car in
India for several years, and continued to have the highest sales
volumes of any model, with a market share of 25.3%. The Omni,
a versatile vehicle that can seat more passengers than the
Maruti 800 or be used as an ambulance or cargo vehicle, had a
market share of 10.5% in fiscal 2002. They are also the only
manufacturer to sell three distinct models, the Zen, the Alto and
the Wagon R, in segment B (priced between Rs.300,000 and
Rs.500,000). They believe that their dominance in segment A
and extensive product range in segment B enables us to offer the
customer a wider choice in the small car segment than any of
their

competitors.

manufacturers

in

In

addition,

segments

the

gives

absence
their

of

dealers

other
greater

flexibility in promoting models in segment B.

Quality products: In November 2001, they were one of the first
automobile manufacturers in the world to receive the ISO
9001:2000 certification. They began to export products in 1988,
primarily

in

order

to

benchmark

our

products

against

international quality standards. They have exported products to

approximately 70 countries, including countries in Western

Europe. Their products for export are manufactured using the

same assembly line as our products for the domestic market.
Extensive sales and service network: They believe that they
have the largest network of dealers and service centers amongst
car manufacturers in India. As of March 31, 2003, we had 178
authorized dealers with 243 sales outlets in 161 cities. They
estimate their car parc to be in excess of 3.5 million vehicles. To
service this car parc, at March31, 2003, they had 342 dealer
workshops and 1,545 Maruti Authorized Service Stations, or
MASSs, which covered 898 cities in India backed by Express
Service Centers on 30 highways across the country. In addition
to the distribution of their cars, their dealership network is a
critical resource in our efforts to provide customers with a onestop shop for automobiles and automobile related products and
services such as automobile finance, automobile insurance,
Maruti-certified pre-owned cars available for purchase, and
leasing and fleet management, in order to promote customer
loyalty.

B USINESS S TRATEGY

They intend to continue to focus on the small car segment, while

offering products in most segments of the Indian passenger car
market. They aim to achieve their principal objectives by
pursuing the following business strategies:
Maintain and enhance their product range: They intend to
utilize Suzukis expertise in small car technology to produce new
variants of their existing models and to upgrade their products
with contemporary technology and features.
Increase reach and penetration: They plan to continue to
utilize their extensive sales and service network to increase the
reach, in terms of geographical spread, and penetration, in
terms of sales volumes, of their products across India.
Increased availability of automobile finance: They continue to
seek opportunities to expand the size of the Indian passenger
car market, especially in the small car segment, through
facilitating easy availability of automobile finance. To that end,
they have recently entered into an agreement with the State
Bank of India.
.
Continue to reduce costs to offer more competitive products:
Cost competitiveness has been, and continues to be, central to
their strategy as the leading manufacturer in the small car
segment

to

expand

the

size

of

the

market

by

offering

competitively priced, high quality products. The components of

this strategy are:

Higher levels of localization

Vendor participation in cost reduction

Cost reduction on warranties

Reduction in initial investment cost

Reduction in number of vehicle platforms

Achieve further cost reduction through higher productivity

Lower cost of ownership:

Through their business strategies, they seek to reduce the
consumers cost of ownership of their cars, which comprises the
cost of purchase, the cost of fuel and maintenance, including
spare parts and repairs, during the life of the vehicle, insurance,
and resale value.

NEW BUSINESS INITIATIVES

.
Atithi Devo Bhava: One-stop shop
Inspired by the spirit of India. Atithi Devo Bhava, in Sanskirit, means
a guest is like God. It captures the Indian tradition of honouring
guests. It's also the inspiration for the welcome youll receive at a
Maruti Suzuki dealership, and the caring relationship they share
with those who drive their cars. At Maruti Suzuki, you will find all
your car related needs met under one roof. Whether it is easy
finance, insurance, fleet management. services, exchange Maruti
Suzuki is set to provide a single window solution for all your car
related needs.
That's why they have Maruti True Value, the best place to buy
and sell reliable used cars. Maruti Finance an agglomeration of
the biggest finance companies in India brought together by
Maruti Suzuki to ensure that the dream car is within everyone's
reach. Similarly, Maruti Insurance brings together some of the
biggest

names

in

the

car

insurance

industry

to

provide

insurance solutions to every type of car consumer. Then, finally,

there is N2N, which offers fleet related solutions.

Complex data governance requirements - Global automotive

enterprises

have

large,

complex

information

technology

ecosystems. While customer information must be shared

within this ecosystem in order to fully maximize global
operations, it must also be protected. Proper management of
customer information requires a sophisticated capability to
manage a variety of access rules and to accommodate legal
restrictions that can change very quickly. The trust required
for successful collaboration between groups in the automotive
enterprise must be built by demonstrating that customer
information can be shared while observing these complex
requirements.

ANALYSIS
Corporates, don't talk about exceeding customer satisfaction - that's
passes - the time has come to `dazzle the customer'. But to do that,
first you must get customer relationship management (CRM) in place.
In the context of India, this is very crucial as the recent World
Economic Forum Report on Global Competitiveness has ranked India
43 out of 49 nations surveyed, on `customer orientation'.
Managing customer relationships is not only complex but is also
multi-faceted and thus calls for an inter-disciplinary approach.
Particularly, as in the New Economy, the customer has become very
demanding and the emphasis needs to be on being consumercentric. Technology solutions as applied to various front-end
functions

could

aid

in

building

viable

link

between

the

organisations and customers irrespective of geographical separation.

This has to be backed with appropriate systems and processes to
mine the right type of data by the right function in an organisation.
Besides technology, systems and processes, another important link is
human resource, If CRM is the key, HR would be the nerve centre for
any CRM activity.
At Maruti Udyog Ltd the first step for a company to enhance value
through CRM was to identify its target base. At Maruti, the
categories which emerged were:

* Two-wheeler owners;
* Customers taken away from the competition;
* Services sector.
After identifying the target, the next stage was to build on customer
relationships. Maruti, therefore, began evaluating the current
database of consumers to identify those who wanted Maruti service
or better still, wanted to upgrade up the value chain in Maruti
products. Third, it began working in tandem with the oil industry to
get data feedback on two-wheeler consumers-and identify those
ready to move into four-wheeler purchases. Ultimately, CRM is all
about value enhancement for the organisation.

CONCLUSION
The price of a car is just one-third of what it cost you over its lifetime.
Running and maintaining it make up the other two-thirds. Take into
account resale value and its real cost becomes clear. Maruti Suzuki
stands for value as much as it stands for performance. In spite of
rising input costs, we try our best to keep prices down. Their running
costs and resale values are unbeatable too. Nothing matches the
delight their cars deliver. In the JD Power CSI study 2005, 85% of
Maruti Suzuki owners stated that they would definitely recommend
the car they drive to someone else. Infact, you dont buy a Maruti
Suzuki. You invest in it.

TNS Automotive's TCS Study has, since its inception in 2002,

surveyed over 25,000 car buyers and has built a sizeable sample

base. Some of the key findings, indicators and inferences from the
2005 study are:

Maruti

Udyog

Ltd

is

one

of

India 's

leading

automobile

manufacturers and the market leader in the car segment, both in

terms of volume of vehicles sold and revenue.
Good Technology
Uniform Pricing
Good Strength
More Coverage Area
Frequent /Regular Product Launch
Market Leader (with 47% share)
Oriented Driven Company
More Product Offering
Healthy Annual Report
Brand Image
Maximum Dealership as compared to other brands
Good Sale Service
Spare parts are cheap as compared to any other brand

BIBLIOGRAPHY
BOOKS :Philip Kotler and Koshy Jha, Marketing Management
Naresh K. Malhotra Marketing Research
Methodology Fifth Edition 2009

WEBSITES :www.maruti.com
www. maruti india.com
www. maruti cp.com
www. maruti appliances.com

LIMITATION
TIME CONSUMING
It takes approx 15 days to complete or finish
the project. that effect the study of student.
COSTLY
In the preparation of project lot of money
Waste
REQUIRED EFFORTS

 It take much efforts to complete the project

in searching magazine, news paper and
Internet.

DR. HARI SINGH GOUR UNIVERSITY SAGAR (M.P.)

QUESTIONAIRE
Researcher's Name :

Name of Person : _________________

Class : B.B.A. II Sem

Age : __________________________

Gender :

Occupation : ____________________

Address :

Q.1

Do you know about Maruti ?

a. Yes.

b. No.

Q.2. Have you used Maruti ?

a. Yes.

b. No.

Q.3 How Often Sales Promotion Schemes are offered on Maruti

a. 6 months 1 year

b., 3-6 months

c. less than 3

months.
Q,4. Rate the following factors you consider are important for
building brand
Image.
a.Price
b.
Clarity
c.
Durability
d.
Looks
e.
Quality
Q 5. What do you look for while purchasing Maruti ? Please rank in order of
importance?
a.

Comparative Advantage

b.

Price

c.

Scheme/Discount/Free Gift

d.

Quality

OBJECTIVES

To study about Maruti & its Products.

To study about consumer preferences in Sagar about Maruti.
To study about consumer satisfaction towards Maruti.
To know effect of advertisement on consumer.
Assessing the impact on purchasing behaviour.
To develop suggestion on Maruti from customers.
To make an analysis of popular Brands.
To collect the information on brand awareness, popularity.

SUGGESTIONS
More test drives should be offered.

Should be more particular about Post Sales Follow

Up as it shows the concern of the company with the
customer.

Should put in more efforts to promote Maruti

Finance , Autocard and Accessories.

Market Research Project

Research Methodology:
The purpose of methodology is to describe the process
involved in research work. This includes the overall research
design, data collection method, the field survey and the
analysis of data.
Research Objective:
To find the satisfaction amongst the customers of Maruti.
Research Design:
Detailed and structured questionnaire was designed.
Survey a sample of 100 customers.
The methodology developed was Primary and Secondary
research.
The questionnaire was designed to get information from
customers about their satisfaction and overall opinion about
Maruti.
Sources of Data:
Primary data
Secondary data
Field of Survey:
The field work for the survey was conducted in Delhi. The
exercise involved face to face interview with the customers.
Analysis:
The important factors and datas collected were sequentially
analyzed and graphed.

Limitations of the Study:

The sample size is only 100 so the sample may not be truly
representative of the Delhi population.

CONTENTS
S.No.
(A)
(B)
(C)
(D)
CHAPTER

TITLE
Preface
Acknowledgement
Declaration of the Candidate
Certificate
1

INTRODUCTON

HISTORY

OBJECTIVE

RESEARCH METHDOLOGY

MILESSTONES

TARGET MARKET

PROJECTS PRICES OF MARUTI PRODUCTS

CHAPTER-2

MARUTI ALL INDIA SALE

MARKET SHARE

COMPETITION MODELS

INDUCTION AND SUCCESSION

COMPETITIVE STRENGTHS

BUSINESS STRATEGIES

CHATPER 3

NEW BUSINESS INITIATIVES

ANALYSIS
CONCLUSION
LIMITATIONS
SUGGESTIONS

BIBLIOGRAPHY
QUESTIONNAIRE

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