Comparison of the level of

satisfaction of the users of

WagonR and Santro Car
Submitted in partial fulfillment of
Master of Business Administration (MBA)
Program: 2015-16
Of

KHANDELWAL COLLEGE OF
MANAGEMENT SCIENCE &
TECHNOLOGY
Submitted To:
Mr.Vishal Sharma
(Faculty of Management)

Submitted By:
AJAY KUMAR
MBA VI Sem

ACKNOWLEDGEMENT
The success of this final report is the outcome of
Guidance and valuable suggestions provided by all the
concerned without whom the report could not fide on the
right back.
I would like to express my sincere gratitude to
Director of Khandelwal College of Management Science
and Technology for giving me an opportunity to do this
project work.
I express my sense of deep gratitude to
Mr.Vishal Sharma for their inclusions and timely
suggestions in the preparation of this final report.
Finally, I will be failing in my duty, if I do not
thank my parents, friends and well wishers for their
enthusiastic support and who have directly or indirectly
helped in some way or the other in making this final
report a success.

DECLARATION
I Ajay Kumar hereby declare that the study titled Comparison of the
level of satisfaction of the users of wagon-r and santro car being
submitted by me for the partial fulfillment of the requirement for the
award of MASTER OF BUSINESS ADMINISTRATION by The
whole study is a record of my own work.

CONTENTS
1. OBJECTIVE
2. CUSTUMER SATISFACTION
3. INTRODUCTION & COMPANY PROFILE
4. S.W.O.T ANALYSIS
5. METHODOLOGY
6. DATA ANALYSIS
7. FINDING
8. CONCLUSION
9. SUGGESTION
10. BIBLIOGRAPHY
11. QUESTIONNAIRE

Objective of Study
A comparison of the level of the satisfaction of the users of
wagon-r and santro car.

To know the various strategies used by Wagon-R and Santro to

attract maximum number of customers.

To know which company offers better cars, better after sales

services and by which company cars customers are satisfied most.

To know the demand of Automobiles.

Competition from other car manufacturers.
To know the trend in Market.

 To know which car is more demanded by Customers.

Through which strategies maximum customers are attracted
.

Customer Satisfaction
Maruti Suzuki, the country's largest car maker has ranked highest in
customer satisfaction with dealer service for a 14th consecutive yearrated by a market researcher JD Power Asia Pacific. The study measures
overall satisfaction in five factors- service quality, vehicle pick-up,
service advisor, service facility and service initiation.
Overall customer satisfaction is measured on a 1,000-point scale, where
Maruti scored highest 876, while Hyundai and Honda scored 833 and
825 respectively. Hyundai is also the most improved brand in the study,
with significant improvements achieved across all five factors.
The study also calculated the satisfaction level among the vehicle buyers
who visited the authorised service centre for maintenance/repair work
within the first 2 years of vehicle ownership. It is also stated that the
overall quality of service showed a consistent strong performance across
the auto industry year over year.

According to JD Power Asia Pacific,"While 93 percent of owners

indicate that the work was done correctly the first time, which is
consistent with 2012 results, 71 percent of owners indicate that their
vehicles were returned cleaner after the service--a 7 percent increase
from 2012".
Speaking on the same, JD Power Asia Pacific Executive Director Mohit
Arora, said, "The quality of service remains consistently high, evidence
that the automakers and their dealer networks are working hard to make
service a satisfying experience for their customers".
The 2013 India Customer Service Index Study is based on evaluations
from 7,477 vehicle owners. The study was fielded from May to August
2013 and includes owners who purchased their vehicle between May
2011 and August 2012.
There is an increase in manufacturers that are focused on delivering a
high-quality after-sales experience to customers, he added.
"With enhanced dealership facilities, better network reach and rigour in
process implementation, dealerships have been able to effectively
manage and deliver on customer expectations," Arora said.
The study, now in its 19th year, examines satisfaction among vehicle
owners who visit an authorized dealership service centre for
maintenance or repair work between the first 12 to 24 months of vehicle
ownership.

HISTORY OF INDIAN AUTOMOBILE

INDUSTRY
PRE- LIBERALIZATION PERIOD
Since Independence The Car Industry was closely monitored and
controlled by the government till 1981. Limited choices were available
to the car buyers due to the limited manufacturers and tight supply.
Hindustan Motors (HM) and Premier Automobile (PAL) that were set up
in 1940's dominated the vehicle market and industry. In the 1950s, the
arrival of Tata Motors, Bajaj Auto, and Mahindra & Mahindra led to
steadily increasing vehicle production in India, while the 1960s
witnessed the establishment of the two- and three-wheeler industry in
India.
But between 1970 to the economic liberalization of 1991, the automobile
industry continued to grow at a slow pace due to the many government
restrictions. However, the automotive industry witnessed tremendous
growth after the entry of Maruti Udyog in the 1980s.
In 1981 the government decided to review their car industry policy and
found that the segment was neglected and there was a big market

available for cars. The existing cars available in the market were costly
and technically less sound with compare to international standard. Then
government initiated dialogues with Suzuki Motors, a Japanese car
manufacturing company, finalized a joint venture, and formed a
company named Maruti Udyog Limited (MUL). The initial venture was
between Government of India with a share of 74% and Suzuki Motor
with a share of 26%.
That was a revolutionary step taken for the car industry in India. In 1983
MUL launched its first car in India (Maruti 800) with a price tag of
Rs.40,000/-.
This development was a big shock to the existing car manufacturers and
they also rushed to improve and increase their product line.
After the lifting of licensing in 1993 by government, 17 new ventures
came up, of which 16 are for manufacture of cars.
Today, almost all of the major global players are present in India. The
automotive industry is today a key sector of the Indian economy and a
major
foreign exchange earner for the country.

Government

1981 was the year when government taken a revolutionary initiative to

review and reform its policy related to car industry. Now getting
permission to produce cars in India is easier and new entrants are
coming almost every year. Government has also imposed heavy imposed
heavy

import duties on imported vehicles to safeguard the car

manufactured locally.
POST- LIBERALIZATION PERIOD
Following the economic reforms of 1991, the automobile section
underwent deli censing and opened up for 100 percent Foreign Direct
Investment. A surge in economic growth rate and purchasing power led
to growth in the Indian automobile industry, which grew at a rate of 17%
on an average since the economic reforms of 1991.
India's automotive components industry is being urged by the
government to partner with overseas firms with the aim of making India
a platform for outsourcing as well as a global R&D hub. As the Indian
vehicle production industry has grown, so has the domestic supplier
industry. But the global auto industry's search for lower cost and more
international outsourcing has led to a sharp growth in component output
and exports in recent years.
The positive demographic factors, stable macro-economic environment
and pro-reform policies of the government, low manufacturing costs,
availability of skilled labor has attracted almost all major global auto

players making their way into India like GM, Ford, Daewoo, Honda and
Toyota The intense competition has compelled the manufacturers to
launch the latest global offering in India as early as possible. It has also
enabled to keep the prices of the vehicles under check. The consumers,
in turn, have benefited from wide choice of models, technologically
advanced cars and better service from the car manufacturers.
Major Manufacturers in Automobile Industry and their Cars
Hyundai Motor India Ltd.
Cars:Atos/Atoz/SantroCoup/Tiburon/Tuscani,Dynasty,
Elantra/Avante/Lantra,

Eon,Equus/Centennial,Excel,Scoupe,ix20,

Genesis,GenesisCoupe,Getz/Click/Getz,i10,i20,i30/i30cw/Elantra
Lavita/Matrix,Pony,Santamo,Sonata/i45, Stellar,Veloste
Honda
Cars:- Honda Brio,Jazz, City, Civic, Accord,CR-V
BMW
Cars:- 1 series,3 Series, 5 Series, 6 Series, 7 Series,X1, X3,X5,X6 and
Z4.
Other Automobile Companies are:Skoda
Toyota
Hindustan Motors

Ford
Toyota
Mahindra and Mahindra
General Motors
Mercedes

Maruti Suzukis Profile

In early 1980s

Indian

decided

produce

small
be

to

Govt
a

car,

which would

within

buying reach

of Indian middle class. The obvious place to shop for technology was
Japan, which had developed world class capabilities in small cars by that
time.It was not Toyota, or Nissan, or Honda ,three largest player in
Japan, but Suzuki, a much smaller company with strong capabilities in
making small cars. Suzuki grabbed the opportunity with both hands and
formed a joint venture with govt. called Maruti Udyog.
Maruti Udyog Limited, a subsidiary of Suzuki Motor Corporation of
Japan, has been the leader of the Indian car market for about two
decades. Its manufacturing plant, located some 25 km south of New

Delhi in Gurgaon, has an installed capacity of 3,50,000 units per annum,

with a capability to produce about half a million vehicles.
Maruti rolled out its 1st car, Maruti 800 with 800cc engine in December
1983. This model targeted at masses and was lanuched as Peoples car.
In early 2003, Maruti Udyog, a joint venture between Suzuki and Indian
Govt. dominated Indias automobile market with 54% market share and
with annual production capacity of 5lac cars. The company dominated
Indian Small car market with a share of 100% in A seg, 45% in B seg
and 86% overall.
The company has a portfolio of 18 brands, including

Kizashi (Launched 2011)

Grand Vitara (Launched 2007)

SX4 (Launched 2007)

Estilo (Launched 2007)

Swift (Launched 2005)

Wagon R (Launched 1999)

Omni (Launched 1984)

Gypsy (Launched 1985)

Alto (Launched 1997)

800 (Launched 1983)

Maruti Ertiga, seven seater MPV R3 designed and developed in India,

will compete with Toyota Innova, Mahindra Xylo, and Tata Sumo
Grande. In early 2012,
Suzuki Ertiga will be exported first to Indonesia in Completely Knock
Down car.
Maruti XA Alpha based compact SUV to compete with the Ford
EcoSport & Renault Duster will be launched in the year 2014.
In recent years, Maruti has made major strides towards its goal of
becoming Suzuki Motor Corporation's R and D hub for Asia. Maruti's
contribution as the engine of growth of the Indian auto industry, indeed
its impact on the lifestyle and psyche of an entire generation of Indian
middle class, is widely acknowledged.
In keeping with its leadership position, Maruti supports safe driving and
traffic management through mass media messages and a state-of-the art
driving training and research institute that it manages for the Delhi
Government.

The company's service businesses including sale and purchase of pre

owned cars (TrueValue), lease and fleet management service for
corporates (N2N), Maruti Insurance and Maruti Finance are now fully
operational.

Board of director

Mr. R. C. Bhargava
Chairman
Date of Birth : 30th July 1934
Education:
Indian Administrative Services (1st in batch)

Master of Sciences in Mathematics from Allahabad University

Master of Arts in Developmental Economics from Williams

College, Williams Town, MA, USA

Professional Experience:
2007 till date: Chairman, Maruti Suzuki India Limited (MSIL),
(Formerly Maruti Udyog Limited)

2003 : Director, Maruti Udyog Limited

1998 : President and CEO of RCB Consulting Private Limited, a

management and human resource consultancy outfit with various
domestic and international clients

1990-92: Chairman & Managing Director, Maruti Udyog Limited

1985-90, 92-97 Managing Director, Maruti Udyog Limited

1984-85 : Joint Managing Director Maruti Udyog Limited

1981-83 : Director (Marketing), Maruti Udyog Limited

1979-81 : Director (Commercial), Bharat Heavy Electricals

Limited


1977-78 : Joint Secretary, Cabinet Secretariat, Government of
India

1974-77 : Joint Secretary of Government of India, Ministry of

Energy
Other Board Membership:
Dabur India Limited

Global Education Management Systems Private Limited

Grasim Industries Limited

IL&FS Limited

Optimus Global Services Limited

Polaris Software Lab Limited

 RCB Consulting Private Limited

Taj Asia Limited

Thomson Press Limited

Ultra Tech Cement Company Limited

Mr. Kenichi Ayukawa

Managing Director & CEO
A Law graduate from Osaka University, Japan, Mr. Ayukawa
joined Suzuki Motor Corporation in 1980.

Born in 1955, Mr. Ayukawa has handled several key assignments

at Suzuki Motor Corporation, Japan and in the Group's overseas
operations.

 Mr. Ayukawa served as Managing Director of Pak Suzuki Motor

Company from May 2004 to June 2008.

He served as Director on the Board of Maruti Suzuki India Limited

from July 2008 to March 2013.

Before taking charge as the Managing Director at Maruti Suzuki

India Limited he served as Managing Executive Officer and
Executive General Manager, Global Marketing at Suzuki Motor
Corporation, Japan.

Mr. Osamu Suzuki

Director
Date of Birth: 30th January 1930
Education:
Graduate from the faculty of Law, Chuo University

Professional Experience:
2002 till date: Director, Maruti Suzuki India Limited (Formerly
Maruti Udyog Limited)

2000: Chairman & CEO, Suzuki Motor Corporation

1978: President & CEO, Suzuki Motor Corporation

1973: Senior Managing Director, Suzuki Motor Corporation

1967: Managing Director, Suzuki Motor Corporation

1966: Director and General Manager, Suzuki Motor Corporation

1963: Director, Suzuki Motor Corporation

1958: Joined Suzuki Motor Company Limited

Other Board Membership:
Suzuki Motor Corporation


Suzuki Powertrain India Limited

SWOT Analysis

Strengths

Maruti brand has been in Indian market leader since a long time.
Good advertising and high brand visibility.
Available in various color variants with low maintenance and high
mileage.

Weaknesses

Stagnated market share due to international brands.

No exclusive product offering to attract the customer.

Opportunities

Fast growing automobile market.

Increasing purchasing power parity.

Threats

Intense competition.

 Government regulations and increasing fuel prices.

Improvement in public transport.

1.

Hyundai Motors Profile

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

Hyundai Motor Company, South Korea and is the second largest car
manufacturer and the largest passenger car exporter from India. HMIL
presently markets 54 variants of passenger cars across segments. The
Santro in the B segment, the Getz Prime, i10,Eon and the Premium
hatchback i20 in the B+ segment, the Accent and the Verna in the C
segment, the Sonata Embera in the E segment and the Tucson in the
SUV segment.
Hyundai Motor India Ltd, continuing with its tradition of being the
fastest growing passenger car manufacturer, registered total sales of

616,039 units vehicles in the calendar year (CY) 2011, an increase of

41.6% percent over CY 2010. In the domestic market it clocked a
growth of 13.6%percent with 30402 units in 2011, while overseas sales
grew by 11.2 percent, with exports accounting for 240,25 units in 2011.
HMIL's manufacturing plant is located near Chennai which has
advanced production quality and testing capabilities in the country.
Inorder to provide the Indian customer with global technology, HMIL
started its second plant in February 2008 which produces an additional
300,000 units per annum, raising HMIL's total production capacity to
600,000 units per annum. Apart from expansion of production capacity,
HMIL currently has 329 strong dealer network across India.
The production management processes at Hyundai Motor India are
overlaid with an organization-wide implementation of manufacturing
best practices like Just-in-time inventory management, Kaizen, TPM and
TQM, that help us in making the world's best cars, right here in India.
Hyundai Motor Company was established in 1967, Hyundai Motor Co.
has grown into the Hyundai-Kia Automotive Group which was ranked as
the worlds fifth-largest automaker in 2007 and includes over two dozen
auto-related subsidiaries and affiliates. Employing over 75,000 people
worldwide, Hyundai vehicles are sold in 193 countries through some
6,000 dealerships and showrooms.
Hyundai Motor Company, S.Korea, the parent of HMI, has been doing
considerable work on sustainable Environment Management . The

company has a well defined framework in place for developing products

that reduce pollutant emissions and processes for preservation of natural
resources and energy along all the stages of the product lifecycle from
production, sales, use to disposal and has been awarded the ISO 14001
certification for all its three major plants in Ulsan, Asan and Jeonju in
S.Korea.

Hyundai deals in wide variety of cars which includes

Santro

Eon

i20

i10

Centennial

Lantra

Dynasty

Board of director

Chung Mong-koo (born March 19, 1938, in Gangwon Province) is the

chairman of Hyundai Motor Group, the largest carmaker in South Korea.
The Hyundai Motor Group consists of 42 subsidiaries and is the second
largest Chaebol in South Korea. Chung succeeded his father, Chung Juyung, founder of what would become the Hyundai Conglomerate. When
the conglomerate split into several parts in 1999, Chung Mong-koo took
over the Hyundai Motor business. He is the eldest surviving son of
Chung Ju-yung's eight sons.

He was convicted of embezzlement and breach of fiduciary duty in

February 2007, but was given a suspended sentence and was fully
pardoned by President Lee Myung-bak.
As of March 2014, his net worth was $6.8 billion according to Forbes.
Education
Graduated, Kyungbock High School
Bachelor of Science in industrial engineering, Hanyang University
Professional experience
2000present: Chairman & CEO of Hyundai Motor Co. & Kia
Motors Corp.
19961998: Chairman of Hyundai Group
19871998: CEO, Hyundai Motor Service
1986: CEO, Incheon Iron & Steel
1981: CEO, Hyundai Pipe
1977: CEO, Hyundai Precision & Industry
He also owns Innocean, a marketing agency, with his eldest daughter
Chung Sung-yi.

Hyundai India Motor Ltd.

Managing Director & CEO
Mr. Y K Koo is the Managing Director of Hyundai Motor India Limited.
He joined Hyundai Motor Company, South Korea in 1984.
His experience with Hyundai Motor is over a period of 31 years,
working on different assignments with HMC at various Global
Locations.
Mr. Y K Koo has global experience in Sales and Marketing in world
markets. Prior to Hyundai Motor India he was the General Director &
COO of Hyundai Motor (CIS) for 5 years.
He had served in Hyundai Motor India in his earlier stint for over 9
years in two different roles during the period of 1997-2001 and 20082011 respectively. He was one of the founder members of Hyundai
Motor Indias operation in 1997 and played a key role in building Sales
and Marketing operation from 2008-2011.
Mr. Y K Koo - Core area of expertise includes:
Sales & Sales Planning, Product Planning
Network Expansion & Development
Sales Strategy & Marketing Strategy Development
Marketing, Brand Promotions & PR
Corporate & Rural Sales, Retail & Channel Finance
Used Cars Business, Customer & Channel Satisfaction, Sales &
After Sales Service Process Improvement
Sales Training & Development, After Sales Service

 Sales Distribution & Logistics, Management Information System

& Dealer Management System

SWOT Analysis
Strengths
Good dealership and brand visibility.
Good servicing .
Strong advertising.
The original powerful sporty small car.
Weaknesses
Old brand with lesser innovations in design and technology.
Percieved as a car used in the car rental industry.
Opportunities

 Increasing purchasing power and growing target base.

Leverage strong brand name by more advertising.
Newer innovations.
Threats
Intense competition..
Government regulations and increasing fuel prices.
Improvement in public transport.

RESEARCH METHODOLOGY

Research Type:- Descriptive

Research Area:- Bareilly

Sample Size:- 50(WagonR-25/Santro-25)

Sampling Technique:-Convenience Sampling

Sources of Data:- Primary & Secondary Data

Data Collection Techniques:-

Primary Data:- Questionnaire

Secondary Data:- Internet

ANALYSIS & INTERPRETATION

OF DATA FOR WAGON-R AND
SANTRO

Q.1) How long you have been using Wagon R car?

28%

32%
0-1 Year

1-5 Years

More than 5 Years

Out of sample of 25 people, 7 people

are using wagon R car from less than
1 year, 8 people are using it since 5
years and rest 10 people are using it
for more than 5 years.

40%

Q.1) How long you have been using santro car?

28%

24%

0-1 Year
1-5 Years

48%

More than 5
Years

Out of the 25 people , 6 people are

using santro car for less than 1 year,
7 people are using it since from 5
years and rest 12 are using it for
more than 5 years.

Q.2) How you will rate the looks (asthetics) of your

car?

12% 16%
24%

Highly
attractive
Good

48%

Average
Can't say

Out of sample of 25people, 4 people are

highly attractive with the looks of the car,
6 people rate it as average, 12 people rate
the looks of the car as good and rest 3
people can not say anything about it.

Q.2)How you will rate the looks (asthetics) of your

car?

20%

20%

Highly
attractive
Good

32%

28%

Average
Can't say

Out of the 25 people, 5 people are highly

attractive with the looks of the car, 7
people rate it as average, 8 people rate the
looks of the car as good and rest 5 people
can not say anything about it.

Q.3) What do you think about the brand image of your

car?

12%
High
48%
40%

Good
Poor

Out of sample of 25 people,12 people

thinks that the brand image of the car is
high, 10 people thinks it as good and rest 3
people thinks that the cars brand image is
poor.

Out of the 25 people, 5 people thinks that

Q.3) What do you think about
the brand image of your
the brand image of the car is high, 8 people
thinks
car? it as good and rest 12 people thinks
that the cars brand image is poor.

20%
48%

High
Good

32%

Poor

Q.4) How much are you satisfied with the technology

of your car?

16%
12%

32%

Highly
satisfied
Satisfied
dissatisfied

40%

Highly
dissatisfied

Out of sample of 25 people, 8 people are

highly satisfied with the technology of the
car, 10 people are satisfied, 3 people are
dissatisfied about the technology and rest
4 people are highly dissatisfied.

Q.4) How much are you satisfied with the technology

of your car?

28%

12%
28%

Highly
satisfied
Satisfied
dissatisfied
Highly
dissatisfied

32%

Out of the 25 people, 8 people are

highly satisfied with the technology of
the car, 7 people are satisfied, 8 people
are dissatisfied about the technology
and rest 7 people are highly
dissatisfied.

Q.5) How you will rate the mileage of your car?

20%

28%

High
Average
Poor

52%

Out of sample of 25 people, 7 people rate

the mileage of their wagonR car as high, 13
people rate it as average and rest 5 people
rate their cars mileage as poor.

Q.5) How you will rate the mileage of your car?

24%
40%
36%

High
Average
Poor

Out of the 25 people, 10 people rate the

mileage of their santro car as high, 9 people
rate it as average and rest 6 people rate their
cars mileage as poor.

Q.6) How you will rate the maintenances charges of

your car?

36%
High
64%

Low

Out of sample of 25 people, 9 people said

that the maintenance charges of their car are
high and 16 people said that they have low
maintenance charges.

Q.6) How you will rate the maintenances charges of

your car?

25%
High
Low
75%

Out of the 25 people, 6 people said that the

maintenance charges of their car are high
and 18 people said that they have low
maintenance charges.

Q.7) What is your opinion about the price of your car

when compared with others in the same segment.

Costly
20% 16%
24%

40%

Value of
money
Competitiv
e
Can't say

Out of sample of 25 people, 4 people said

that their cars price is costly, 10 people said
it is value of money, 6 people said that price
is competitive and rest 5 people cant say
anything about it.

Q.7)What is your opinion about the price of your car

when compared with others in the same segment.

Costly
20%
32%

24%

Value of
money

24%

Competitiv
e
can't say

Out of the 25 people, 6people said that their

cars price is costly, 6 people said it is value
of money, 8 people said that price is
competitive and rest 5 people cant say
anything about it.

Q.8) How much are you satisfied with availability of

spars part of car?

16%
12%

32%

Very
satisfied
Satisfied
Dissatisfied

40%

highly
dissatisfied

Out of sample of 25 people, 8 people are

very satisfied with the availability of
spare parts of car, 10 people are
satisfied, 3 people are dissatisfied about
it and rest 4 people are highly
dissatisfied.

Q.8)How much are you satisfied with availability of

spars part of car?

32%

16%
20%

32%

Very
satisfied
Satisfied
Dissatisfied
highly
dissatisfied

Out of the 25 people,4 people are very

satisfied with the availability of spare
parts of car, 5 people are satisfied, 8
people are dissatisfied about it and rest 8
people are highly dissatisfied.

Q.9)How much are you satisfied with after sales

services schemes of the car?

8%
20%

32%

Very
satisfied
Satisfied
Dissatified
Higly
Dissatified

40%

Out of sample of 25 people, 8 people are

very satisfied with the after sales services of
the car, 10 people are satisfied, 5 people are
dissatisfied about it and rest 2 people are
highly dissatisfied.

Q.9)How much are you satisfied with after sales

services schemes of the car?

8%
40%

12%

Very
satisfied
Satisfied
Dissatisfied

40%

highly
Dissatisfied

Out of the 25 people ,2 people are very

satisfied with the after sales services of
the car, 3 people are satisfied, 10 people
are dissatisfied about it and rest 10 people
are highly dissatisfied.

Q.10) How you will rate the resale value of your car?

16% 20%

Highly
attractive
Good

32%

32%

Average
Can't say

Out of the sample of 25 people, 5 people are

highly attractive towards the resale value of
the car, 8 people said that its resale value is
good, 8 people said it is average and rest 4
people can not say anything about it.

Q.10)How you will rate the resale value of your car?

36%

8%
16%

Highly
attractive
Good
Average

40%

can't say

Out of the 25 people, 2people are highly

attractive towards the resale value of the
car,4 people said that its resale value is
good, 10 people said it is average and rest
9 people can not say anything about it.

Q.11 )How do you rate the overall performance of

your car?

8%
32%

20%

Very good
Good
Average
Bad

40%

Out of sample of 25 people, 8 people

said that the overall performance of their
car is very good, 10 people said that it is
good, 5 people said that it is average and
rest 2 people said that their cars overall
performance is bad.

Q.11) How do you rate the overall performance of

your car?

16%

24%

Very good
Good

40%

20%

Average
Bad

Out of the 25 people, 6 people said that

the overall performance of their car is
very good, 5 people said that it is good,
10 people said that it is average and rest 4
people said that their cars overall
performance is bad.

Q.12) Would you recommended your friends, relatives

to buy Wagon R?

20%
Yes
No

Out of sample of 25 people, 20 people will

recommend their friends & relatives to buy
WagonR car but 5 people will not going to
recommend the car to others.

80%

Q.12) Would you recommended your friends, relatives

to buy santro?

8%
Yes
No
92%

Out of the 25 people, 23 people will

recommend their friends & relatives to buy
santro car but 2 people will not going to
recommend the car to others.

FINDINGS
1.Majority of people have been used WagonR car for long period of time
than Santro.
2.Most of people have rated to WagonR car as good car in comparison
with Santro.
3.WagonR car has an good brand image in their customers mind.
4.WagonR car has good technology whereas Santro car were not
satisfied for its technology.
5.WagonR car has good mileage than Santro.
6.Santro car has low maintenance charges.
7.Santro car has competitive price in same segment.
8.WagonR car users were satisfied with its spars parts availability.
9.WagonR gives good after sales services and satisfies its customers than
Santro users.
10.WagonR has good resale value over Santro.
11.In case of overall performance WagonR is good in comparison with
Santro.
12.A large no. of people may be future customer of WagonR car.

Conclusion
Maruti suzuki is good in its marketing strategy and shows good results.
And as Maruti has its vast network of dealers and service centers they
are able to provide good after sales services and are able to maintain
good relationship with customers which is their strongest point. Maruti
is also benefited with its goodwill and Brand name which is already
there in market. So Maruti can use these as an opportunity to bring new
and innovative car models in market and try to attract more and more
customers. It can be seen that Maruti is trying to attract customers from
all segments by launching cars like sx4, Swift, Ritz but their main
preference is A segment cars only

Hyundai strategies of endorsing their products with celebrities has got a

very good response but Hyundai should advertise better to create a good
picture of its products by transferring the key good things about its cars.
Hyundai has a good tract record of having successful diesel mid size
cars in its portfolio and it should encash the same opportunity to launch
the diesel versions of small car before Maruti too have competitive
advantage. And Hyundai should also try to increase their service centers
so that customers can find it convenient.

Suggestions and Recommendations

Car companies should give more focus on making effective
Advertisements.
As people prefer price, performance, less price car should
be availed in the market with effective performance, fuel
efficiency etc.
Company should provide effective finance scheme by which their
customer group can be increased.
Fiat should increase brand awareness + promotional
activities among people , TATA should work upon
reducing maintenance cost , increase other attributes
performance fuel efficient etc.
Hyundai should work upon increasing performance, fuel efficiency
by which its resale value can be increased.
Maruti should try to maintain its market by continuously
providing good attributes ,also should introduce less price cars.

Bibliography
Books
Marketing
Kotler, P. (Year). Marketing Management. New Delhi: Publisher.
Marketing Management Sharma Arun
Magazines
Auto Drive
Indian Auto
Over Drive

Websites
www.marutisuzuki.com
www.hyundai.com
www.google.com
www.autoindia.com
www.overdrive.com
www.wikipedia.com
www.netmba.com

Comparison of the level of

satisfaction of the users of
WagonR and Santro Car
QUESTIONNAIRE
PERSONAL DETAILS:Name: ----------------------------------

Designation :

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

Contact No. : --------------------------

Gender : ---------------------------

Email: ----------------------------------------------------------------------------Q.1) How long you have been using Wagon R car?
a) 0-1 Year

b) 1-5 years

c) more than 5 years

Q.2) How you will rate the looks (asthetics) of your car?
a) Highly Attractive

b) Good

c) Average

d) Cant Say

Q.3) What do you think about the brand image of your car?
a) High

b) Good

c) Poor
Q.4) How much are you satisfied with the technology of your car?
a) Highly Satisfied

b) Satisfied

c) dissatisfied

d) Highly Dissatisfied

Q.5) How you will rate the mileage of your car?

a) High

b) Average

c) Poor
Q.6) How you will rate the maintenances charges of your car?
a) High

b) Low

Q.7) What is your opinion about the price of your car when compared with
others in the same segment.
a) Costly

b) Value of money

c) Competitive

d) Cant Say

Q.8) How much are you satisfied with availability of spars part of car?
a) Highly Satisfied

b) Satisfied

c) dissatisfied

d) Highly Dissatisfied

Q.9) How much are you satisfied with after sales services schemes of the car?
a) Highly Satisfied

b) Satisfied

c) dissatisfied

d) Highly Dissatisfied

Q.10) How you will rate the resale value of your car?
a) Highly Attractive

b) Good

c) Average

d) Cant Say

Q.11) How do you rate the overall performance of your car?

a) Very Good

b) Good

c) Average

c) Bad

Q.12) Would you recommended your friends, relatives to buy Wagon R?

a) Yes

b) No

THANKS

Comparison of the level of

satisfaction of the users of
WagonR and Santro Car
QUESTIONNAIRE
PERSONAL DETAILS:Name: ----------------------------------

Designation :

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

Contact No. : --------------------------

Gender :

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

Email: ----------------------------------------------------------------------------Q.1) How long you have been using santro car?
a) 0-1 Year

b) 1-5 years

c) more than 5 years

Q.2) How you will rate the looks (asthetics) of your car?
a) Highly Attractive

b) Good

c) Average

d) Cant Say

Q.3) What do you think about the brand image of your car?

a) High

b) Good

c) Poor
Q.4) How much are you satisfied with the technology of your car?
a) Highly Satisfied

b) Satisfied

c) dissatisfied

d) Highly Dissatisfied

Q.5) How you will rate the mileage of your car?

a) High

b) Average

c) Poor
Q.6) How you will rate the maintenances charges of your car?
a) High

b) Low

Q.7) What is your opinion about the price of your car when compared with
others in the same segment.
a) Costly

b) Value of money

c) Competitive

d) Cant Say

Q.8) How much are you satisfied with availability of spars part of car?
a) Highly Satisfied

b) Satisfied

c) dissatisfied

d) Highly Dissatisfied

Q.9) How much are you satisfied with after sales services schemes of the car?
a) Highly Satisfied

b) Satisfied

c) dissatisfied

d) Highly Dissatisfied

Q.10) How you will rate the resale value of your car?
a) Highly Attractive

b) Good

c) Average

d) Cant Say

Q.11) How do you rate the overall performance of your car?

a) Very Good

b) Good

c) Average

c) Bad

Q.12) Would you recommended your friends, relatives to buy Santro

a) Yes

b) No

THANKS