A STUDY ON PERCEPTION OF CUSTOMERS TOWARDS

MARUTI RITZ AT SHRUTI MOTORS SHIMOGA

Chapter 1
 Introduction
 Objectives
 Scope of the Study
 Research Methodology
 Limitations
Chapter 2
Industry Profile
 The birth of automobile
 Indian automobile industry
 Objectives of Maruti Suzuki Limited

Chapter 3
COMPANY PROFILE

Chapter 4
PRODUCT PROFILE

Chapter 5
Profile of Shruthi Motors

Chapter 6
Data Analysis and Interpretation

Chapter 7
Summary Findings, Suggestions and Conclusion
Annexure
 Questionnaire
 Bibliography

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CHAPTER 1
INTRODUCTION
 Introduction
 Objectives
 Scope Of The Study
 Methodology
 Limitations

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INTRODUCTION

The new business horizon will be the most challenging era for the most of the
companies delivering goods and services to the buyers directly through their network.
The increasing competition in the global markets will make the existence of the
companies difficult as the buyers enjoy being the kingpins.
Marketing is all around us. It is one from or another. It is close to every
individual. Moving from the historical perspective, modern marketing has taken on
new dimension through various management approaches. Marketing was defined as an
exchange mechanism, in its early days and had been conceptualized as a function of
selling. The efficacy of marketing was largely related with the personal salesmanship
through advertising strategies for the consumer and industrial products. However, with
the recognition of the difference between marketing and selling, concepts turned more
scientific and analytical. Marketing is now defined as a blend of behavioural and
management science powered by creativity, intuition, innovation, and inspiration tops
them all.

Perhaps the most distinctive skill of professional marketers is their ability to

create, maintain, protect, and enhance brands. Branding is the art and cornerstone of
marketing. The American Marketing Association defines a brand as: a name, term,
sign, symbol, or a design, or a combination of them, intended to identify the goods or
services of one seller or group of sellers and to differentiate them from those of
competitors. Thus a brand identifies the seller or maker.

“What distinguished a brand from its unbranded commodity counterparts is the

consumer’s perceptions and feelings about the product’s commodity counterparts is
the consumer’s perceptions and feelings about the product’s attributed and how they
perform. Ultimately, a brand resides in the minds of consumers. A brand can be better
positioned by associating its name with desirable benefits.

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 A brand is much more than a name, logo, colors, a tagline, or symbol. These
are marketing tools tactics. A brand is essentially a marketer’s promise to deliver a
specific set of feature, benefits and services consistently to the buyers. The marketer
must establish a mission for the brand and a vision of what the brand must be and do.

Brand nodding occurs when customers experience the company as delivering

on its benefit promise. The fact is that brands are not built by advertising but by the
brand experience. Brands vary in the amount of power and value they have in the
marketplace. We define brand equity as the positive differential effect that knowing
the brand name has on customer response to the product or service. Brand equity
results in customers showing a preference for one product over another when they are
basically identical. The extent to which customers are willing to pay more for the
particular brand is measure of brand equity.

A brand needs to be carefully managed a so that its equity does not depreciate.
This requires maintaining or improving brand awareness, perceived quality and
functionality, and positive associations. These tasks require continuous R and D
investment, skillful advertising, and excellent trade and consumer service.

Each firm wants to identify its products and distinguished them from their
competitors in the market. A firm does and confirms it by means of branding.
Branding means, naming a product for its identification and distinction. A product will
gain its image and consumer loyalty through its brand.
In the car marketing segment of Indian market, Maruti is known as the
undisputed leader. Various reasons have been attributed to its success. Some of them
are low initial cost of the vehicle which is known as “the common man’s car”. It is
also known as for its easy handle and maintenance features and low service charges.

Another important area where Maruti scores over its competition is the well
established nation wide circle of after sale service centers. Shruti is one of the well
known Maruti dealers in Karnataka which play a key role in understanding the needs

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and wants of the customers and their desires as well as services. It also plays a good
role as a good service centre to maintain good and effective services and provide
greater level of satisfaction.

Brand awareness means the people are familiar with the product and they are
likely to buy it because they organize it. All brands have value just like physical asset
value. Brand also can be treated as assets like physical. Many companies recognize
their brands as more valuable than their physical assets. A powerful brand can create
ultimate success and show bizarre things to the business world.
As above mentioned visions in large, a keen desire has been dedicated for the
attempt in this study entitled “Influence of Brand Awareness on buying behaviour
with special reference to Maruti Ritz at Shruti Motors, Shimoga”.

OBJECTIVES
The study has been conducted with the following objectives in mind:

 To know, whether buying behaviour is dependent of brand awareness or not

 To know how brand awareness made customer to purchase product (Maruti car)
 To understand the factors and variables of brand influence them to purchase.
 To know what position does the brands has in the minds of customers.
 To know how they became aware of the brand (Ritz)
 To know level of satisfaction about the brand awareness (Ritz) offered by Maruti.
 To know how maintain and improve brand awareness, brand loyalty.
 To know about the service quality of Shruti Motors, Shimoga
 To understand the concept of customers about Shruti Motors, Shimoga

SCOPE OF THE STUDY

The overall scope of the present study considers all the variables and factors
that have major impact over the customers in considering particular brands. This
especially included how a customer regally evaluate recognizes the brand and what

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position particular brand occupies in the customer mind. This includes how a customer
gets attracted towards the brands and what makes a brand highly significant over their
competitive brand. The study includes how brand awareness among potential
customers can be maintained and improves.

The project has been done in Kozhikode city only. The survey was confined
only to Maruti customers to presently posses only Ritz. The survey was especially
focused on existing Ritz owners for finding how they are influenced by the brand and
what made them aware of the brand. After the survey was done the data was analyzed
and also relevant suggestion were made in order to improve its brand awareness
towards Ritz as well as Maruti.

IMPORTANCE OF THE STUDY

The motive of any company is to generally acquire larger market share high %
of sales the industry, This could be only achieved by building a higher % of brand
loyal customers.
Any company can survive if there is a stiff computational activity in the market
and brand loyal customers. Today many major companies in the market try to
maintain and improve there branded equity. Without creating a proper Brand
awareness they cannot build brand image.
Strong brands help build the corporate image and also by making it eager for
the companies launch new brands.
Today brands are treated as major enduring assets of a company; more over brand
equity are major contributor to customer equity. This all can happen only if there is
proper brand awareness.
The four wheeler industries have been expanding rapidly are gone the day
when possessing a small and mid-size cars was seen as a luxury. Nowadays it is
viewed as a mere necessity. So such awareness has key role to the consumption.

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METHODOLOGY
Research methodology is the description, explanation and justification of various
methods of conducting research. This area deals with the research design, sources of
data collection, sampling design, hypothesis, and statistical tools used for the data
analysis and interpretation.
Research Design
Descriptive Research
A researcher should think about the way in which he should proceed in
attaining his objective in his research work. He has to make a plan of action before
starting the research. This plan of study of a researcher is called the research design.
Descriptive research design is used for this study. Descriptive research design is used
to those studies which are concerned with characteristics of a particular individual or
a group
Source of data collection
Both primary and secondary data have been used for the study.
Primary data
Primary data are those which are collected for the first time which is original
in character. They are collected directly and are reliable. The primary data was
collected through a well structured questionnaire.
Secondary data
Secondary data is those which have already been collected by someone else.
Secondary data has been collected from company records, text books, websites etc
Sampling technique
In this study, systematic random sampling was used for selecting samples. The
list of population was given by the company.

LIMITATIONS OF THE STUDY

As a study is concerned it has got its own limitations. It is obviously

understood that such limitations are unavoidable.
Some important limitations can be read as;

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 An in depth study was not possible due to time constraints
 The study was conducted at Shimoga city; it may not be applicable for the whole
country.
 The study was purely confined to 63 samples. May not be applicable to entire
customers.
 There are chances of bias in the data collected from the respondents
 The data given by the respondents may limit to their own knowledge, feelings
and awareness.

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Chapter 2
INDUSTRY PROFILE

 The Birth of Automobile

 Indian Automobile Industry
 Objectives of Maruti Suzuki Limited

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 INDUSTRY PROFILE

The automobile industry is one of the most important industries in the business
scenario which influence the world economy largely. It provides jobs for millions of
people and generate billions of dollars in this world which to enhance and widen the
economy. The automobile has enabled the travelling facility to the human kind and it
has eased the way of living. The dream was came to true only in 18th centuries when
first car was rolled in the road and it was a giant step in human history. Today it has
touched its peak. Innovative steps has proven the impossibilities before the world
which even beyond the imagination.
Nowadays, cars have been seen as the part of utility as well as the status. It has
come with gorgeous and gracious styles which has evoked the hearts of peoples. The
demand for the cars have been increased more than before and the competition also
very high.
It’s going without say that; the automobile manufactures all over the world are
in stiff competition. In earlier days, India was out of field, but today, though in
introduction stage, it has a rapid growth. So, India is now seeking its place amongst
these giants of the world.
Talking about the current scenario, the Indians are following the strategy of
getting high with affordable price, where, nano is the remarkable one.
So we can’t imagine the future because, new powers, sources, and intelligence
are being used. The new generation has to see these changes with open eyes.
THE BIRTH OF AUTOMOBILE
In the early 15th century the Portuguese arrived in china and the interaction of
two cultures lead to a variety of new technologies, including the creation of a wheel
that turned the generation. By 1660’s a full sized engine powered vehicle was created.
By the mid 15th century the idea of self propelled vehicle have been put into
action with the development of experimental vehicles powered by means of springs,
clock works and etc. .
Nicolas Joseph cugnot of france is considered to have invented the first true
automobile in 1769, designed by cugnot and constructed by M.Berzin, it is also the

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first American who obtained patent for self propelled carriage which could attain
speeds up to 6km/hour. The early steam powered vehicle were only the practiced one
on a perfectly flat surface as strong as iron. In 1771 he again designed another steam
driven engine which ran so fast that rammed into a well, recording the world’s first
accident.
INDIAN AUTOMOBILE INDUSTRY
The automobile industry in India is the 10th largest in the world with an annual
production of approximately 2million units. India is expected to overtake China as the
world’s fastest growing car market in terms of number of units sold and the
automotive industry is one of the fastest growing manufacturing sectors in India.
Though several major foreign automakers, like Ford, Suzuki, GM and Honda have
their manufacturing bases in India, Indian automobile market is dominated domestic
companies. Maruti Suzuki is the largest passenger vehicle company; Tata Motors is
the largest commercial vehicle company while Hero Honda is the largest motorcycle
company in India. Other major Indian automobile manufacturers include Mahindra &
Mahindra, Ashok Leyland and Bajaj Auto.
Car manufacturers in India
The reason behind the immense growth of the India Car industry can be
attributed to the availability of car loans, affordable rates of interest, smooth
repayment facilities and the deductions offered to the customers by the retailers.
Following are the car manufacturers in India
 Maruti Suzuki India Ltd
 Hindustan Motors
 Reva Electric Car Co
 Daimler Chrysler India Private Ltd
 Fiat India Private Ltd
 Ford India Ltd
 General Motors India
 Honda Siel Cars India Ltd
 Hyundai Motors India Ltd
 Toyota Kirloskar Motor Ltd

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  Skoda Auto India Private Ltd
 AUDI AG
 BMW
 CHEVROLET
 FORCE MOTORS
 NISSAN MOTOR CO. LTD
 PORSCHE
 ROLLS-ROYCE MOTOR
 San Motors
 TATA MOTORS
 Daewoo Motors
The varied car markets in India:
The market for small cars now occupies a substantial share of 70% out of the
annual production of 1 million cars in India. Maruti Udyog, with its legendary Maruti
-800 is the leader in the small car market. A number of manufacturing plants are
coming up for advancements in the field of small cars.
Maruti Suzuki India Ltd.
Maruti Suzuki India Ltd is a publicly listed automaker in India. It is a leading
four-wheeler automobile manufacturer in South Asia. Suzuki Motor Corporation of
Japan holds a majority stake in the company. On 17 September 2007, Maruti Udyog
was renamed to Maruti Suzuki India Limited. The company's headquarters remain in
Gurgaon, near Delhi. Maruti Suzuki 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 earned. Until recently, 18.28% of the company was owned
by the Indian government, and 54.2% by Suzuki of Japan. It is the biggest car
manufacturer in India and especially dominant in the small car sector.
Maruti Udyog Limited (MUL) was established in February 1981, though the
actual production commenced in 1983. Through 2004, Maruti has produced over 5
Million vehicles. Marutis are sold in India and various several other countries,
depending upon export orders. Cars similar to Marti’s (but not manufactured by
Maruti Udyog) are sold by Suzuki in Pakistan and other South Asian countries. The

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company annually exports more than 30,000 cars and has an extremely large domestic
market in India selling over 500,000 cars annually. Maruti 800, till 2004, was the
India's largest selling compact car ever since it was launched in 1983. More than a
million units of this car have been sold worldwide so far. Currently, Maruti Alto tops
the sales charts. Till recently the term "Maruti", in popular Indian culture, was
associated to the Maruti 800 model.
Maruti is clearly an “employer of choice” for automotive engineers and young
managers from across the country. Nearly 75,000 people are employed directly by
Maruti and its partners. The company vouches for customer satisfaction. Maruti
Suzuki was born as a government company, with Suzuki as a minor partner, to make a
people’s car for middle class India.
OBJECTIVES OF MARUTI SUZUKI LIMITED
1. Modernization of Indian automobile industry
2. Productions of fuel efficient, low cost, high quality vehicle to conserve scare
resources
3. Production of large number of motor vehicles, which are necessary for
economic growth.
Service Offered
Sales of automobiles
In the order they were launched:
1. Maruti 800, (Launched 1983)
2. Maruti Omni (1984)
3. Maruti Gypsy (1985)
4. Maruti Wagon-R (1999)
5. Maruti Alto (2000)
6. Maruti Versa (2003)
7. Maruti Zen Estilo (2005)
8. Maruti Suzuki Swift (2006)
9. Maruti Suzuki SX4 (2007)
10. Maruti Grand Vitara (2007)
11. Maruti DZiRE (2008)
12. Maruti A-star: ( 2009)
13. Maruti Ritz: (2009)
Future Maruti Suzuki Plans
1. Maruti Omni Face-Lift in 2009
2. New Mini-SUV in 2010 Likely to be a four-door Jimny.
3. New Luxury Sedan in 2010. Likely to be version of the Kizashi.

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 4. New Swift in 2011
5. New Alto
Authorized Service Stations
Maruti is one of the companies in India which has unparalleled service network.
To ensure the vehicles sold by them are serviced properly Maruti has 2628 listed
Authorized service stations and 30 Express Service Stations on 30 highways across
India.
Maruti Insurance
Launched in 2002 Maruti provides vehicle insurance to its customers with the
help of the National Insurance Company, Bajaj Allianz, New India Assurance and
Royal Sundaram. The service was set up the company with the inception of two
subsidiaries Maruti Insurance Distributors Services Pvt. Ltd and Maruti Insurance
Brokers Pvt.
Maruti Finance
To promote its bottom line growth, Maruti launched Maruti Finance in January
2002. Maruti tied up with ABN Amro Bank, HDFC Bank, SBI, ICICI Limited, Kotak
Mahindra, Standard Chartered Bank, and Sundaram to start this venture including its
strategic partners in car finance.
Maruti True Value
Maruti True service is offered by Maruti Udyog to its customers. It is a market place
for used Maruti Vehicles. One can buy, sell or exchange used Maruti vehicles with the
help of this service in India.
N2N Fleet Management
N2N is the short form of End to End Fleet Management and provides lease and
fleet management solution to corporate. Their impressive lists of clients who have
signed up of this service include Gas Authority of India Ltd, DuPont, Reckitt
Benckiser, Sona Steering, Doordarshan, Singer India, National Stock Exchange and
Transworld.
Accessories
Many of the auto component companies other than Maruti Udyog started to offer
components and accessories that were compatible. Maruti started a new initiative
under the brand name Maruti Genuine Accessories to offer accessories like alloy

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wheels, body cover, carpets, door visors, fog lamps, stereo systems, seat covers and
other car care products. These products are sold through dealer outlets and authorized
service stations throughout India.
Maruti Driving School
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 modeled on international standards, where learners go through
classroom and practical sessions. Many international practices like road behaviour and
attitudes are also taught in these schools
Key competitors
Tata Motors
Hyundai
Ford
FIAT
General Motors
Honda

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Chapter 3
Company Profile - Maruthi Udyog Ltd
 Introduction
 Mission and Vision
 Overview
 Maruti Suzuki Sales in 2009-2010
 Awards
 Company Profile

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Introduction
Maruti Suzuki India Limited is a publicly listed automaker in INDIA. It is a
leading four-wheeler automaker manufacturer in south Asia. Suzuki Motor
Corporation of Japan holds a majority stake in the company. It was the first 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.
It is the market leader in India and on 17 September 2007, Maruti Udyog was
renamed Maruti Suzuki India Limited. The company headquarter is in Gurgoan,
Haryana. Maruti Suzuki 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
earned.
Maruti Udyog Limited (MUL) was established in February 1981, though the
actual production commenced in 1983 with the Maruti 800, based on the SUZUKI
Alto kei car, which at the time was the only modern car available in India, it’s only
competitors- the Hindustan Ambassador and premier Padmini were both around 25
years out of date at that point Through 2004, Maruti has produced over 5 Million
vehicles. Maruti are sold in India and various several other countries, depending upon
export orders.
Models similar to Maruti (but not manufactured by Maruti Udyog) are sold by
Suzuki and manufactured in Pakistan and other South Asian countries. The company
annually exports more than 50,000 cars and has an extremely large domestic market in
India selling over 730,000 cars annually. Maruti 800, till 2004, was the India's largest
selling compact car ever since it was launched in 1983. More than a million units of
this car have been sold worldwide so far. Due to the large number of Maruti 800s sold
in the Indian market, the term "Maruti" is commonly used to refer to this compact car
model. Till recently the term "Maruti", in popular Indian culture, was associated to the
Maruti 800 model. Maruti Suzuki was born as a government company, with Suzuki as
a minor partner to make a people's car for middle class India. Over the years, the
product range has widened, ownership has changed hands and the customer has
evolved.

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MISSION-To provides maximum value for money to their customers through
continuous improvement of products and services.
VISION - Creating customer delight and shareholders wealth.

HISTORY OF AUTOMOBILES
In 1953, the government of India and the Indian private sector initiated
manufacturing processes to help develop the automobile industry, which had emerged
by the 1940s in a nascent form. Between 1970 to the economic liberalization of 1991,
the automobile industry continued to grow at a slow pace due to the many government
restrictions.
A number of Indian manufactures appeared between 1970-1980. Japanese
manufacturers entered the Indian market ultimately leading to the establishment of
Maruti Udyog. A number of foreign firms initiated joint ventures with Indian
companies. Timeline of Indian automobile industry:

· 1897 First Person to own a car in India - Mr. Foster of M/s Crompton Greaves
Company, Mumbai
· 1901 First Indian to own a car in India - Jamshedji Tata
· 1905 First Woman to drive a car in India - Mrs. Suzanne RD Tata
· 1905 Fiat Motors
· 1911 First Taxi in India
· 1924 Formation of traffic police
· 1928 Chevrolet Motors
· 1942 Hindustan Motors
· 1944 Premier Auto Limited
· 1945 Tata Motors
· 1947 Mahindra Motors
· 1948 Ashok Motors
· 1948 Standard Motors
· 1974 Sipani Motors
· 1981 Maruti Udyog

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· 1994 Rover Motors
· 1994 Mercedes Benz
· 1994 Opel
· 1995 Ford Motors
· 1995 Honda SIEL
· 1995 Reva Electric Car Company
· 1995 Daewoo Motors
· 1996 Hyundai Motors
· 1997 Toyota Kirloskar Motors
· 1997 Fiat Motors (Re-Entry)
· 1998 San Motors
· 1998 Mitsubishi Motors
· 2001 Skoda Auto
· 2003 Chevrolet Motors (Re-Entry)
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.

The industry provided employment to a total of 13.1 million people as of 2006- 07,
which includes direct and indirect employment. The export sector grew at a rate of
30% per year during early 21st century. However, the overall contribution of
automobile industry in India to the world remains low as of 2007.
Increased presence of multiple automobile manufacturers has led to market
competitiveness and availability of options at competitive costs. India was one of the
largest manufacturers of tractors in the world in 2005-06, when it produced 2,93,000/-
units. India is also largely self-sufficient in tyres production, which it also exports to
over 60 other countries. India produced 72 million tyres in 2010.

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OVERVIEW
India’s car market has emerged as one of the fastest growing in the world. The
number of cars sold domestically is projected to double by 2010, and domestic
production is skyrocketing as foreign makers are setting up their own production
plants in India. The government’s 10-year plan aims to create a $145 billion auto
industry by 2016.
According to McKinsey, the auto sector’s drive to lower costs will push
outsourcing. The auto sector could be worth $375 billion by 2015, up from $65 billion
in 2002. McKinsey thinks India could capture $25 billion of this amount. Out of 400
Indian suppliers, 80 percent have the ISO 9000 certificate—the international standard
for quality management.

The production of automobiles in India is largely aimed at local consumers.

Several Indian
Manufacturers also export a diverse variety of auto components. Tiku (2008)
predicts a sale of 4.2 million four wheeler automobiles in India by 2015. Indian
passenger vehicle exports are also expected to rise from 170,000 in 2006 to 500,000 in
2010. Indian automobile companies.

MARUTI SUZUKI SALES IN 2009-2010 (MILSTONE)

Car market leader Maruti Suzuki India Limited sold a total of 10, 18,365
vehicles in 2009-10. This is the first time in Indian automobile history that a car
company has sold over a million units in a financial year. This included 8, 70,790
units sold in the domestic market, the highest ever by the company in a fiscal. The
export sales of 1, 47,575 units in the year were the highest ever annual exports by the
company.

The total sales numbers in 2009-10 mark a growth of 29 per cent over last financial
year. Maruti Suzuki's total sale in 2008-09 was 792,167units.

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The domestic sales in the fiscal, in A2 segment grew by 23.8 per cent while in the A3
segment the sales growth was 30.8 per cent, as compared to 2008-09

The export numbers in the year were led by A-star. This fuel efficient compact car
clocked over 1.27 lakh export sales in the fiscal. A-star was exported across Europe
including United Kingdom, France, Germany, Italy, Netherlands etc. The major non-
European export markets are Algeria, Chile, Indonesia and neighboring countries.
South Africa, Hong Kong, Australia and Norway were new markets where Maruti
Suzuki cars were exported during the year.

March 2011 Sales

During March 2011, Maruti Suzuki sold total of 95,123 units, growing 11 percent over
March 2010 (85,669 units). The March 2011 numbers include domestic sales of
79,530 units and the highest ever monthly exports of 15,593 units. The previous
highest monthly exports were in August 2010 at 14,847 units.

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The sales numbers for March 2010 and the fiscal 2010-11 are as under:

In March Till March

Segment Models
2011 2010 % Change 2010-11 2009-10 % Change

A1 M800 2762 2430 13.7% 33028 49383 -33.1%

C Omni, Versa, Eeco* 10875 6021 80.6% 101325 77948 30.0%

Alto, Wagon-R, Estilo, Swift, A-Star,

A2 54763 55415 -1.2% 633190 511396 23.8%
Ritz*

A3 SX4, DZire 10453 8595 21.6% 99315 75928 30.8%

Total Passenger Cars 78853 72461 8.8% 866858 714655 21.3%

MUV Gypsy, Grand Vitara 677 1394 -51.4% 3932 7489 -47.5%

Domestic 79530 73855 7.7% 870790 722144 20.6%

Export 15593 11814 32.0% 147575 70023 110.8%

Total Sales 95123 85669 11.0% 1018365 792167 28.6%

*Ritz launched in May 2010, Grand Vitara launched July 2010 and Eeco launched in January 2011

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On March 23, 2010, Maruti Suzuki rolled out the one millionth car of the year 2009-10. This feat takes the company into a very select group of global
automakers with such volumes.

Maruti Suzuki is now expanding its production capacity to reach 12, 50,000 units (1.25 million) by 2012. In March 2010, the company announced an
investment of Rs 1,700 Crore for expansion of the production facilities by 2.5 lakh units at its Manesar plant.
A spate of new launches and product refreshments during 2009-10 helped the company to clock sterling performance in the fiscal. These included Maruti
Suzuki Ritz (May 2009), all-new Grand Vitara (July'09), new Estilo with K-series engine (Aug'09), new SX4 with VVT engine and SX4 with automatic
transmission (Oct'09) and Eeco (January 2010).

MARUTI SUZUKI SALES IN MAY 2010

The sales figures for May 2010 are given below:

In May Till May

Segment Models April'09 - March'10
2010 2009 % Change 2010-11 2009-10 % Change

A1 M800 2558 2336 9.5% 4816 4681 2.9% 33028

C Omni, versa, Eeco* 12953 7619 70.0% 23607 15343 53.9% 101325

Alto, Wagon-R, Estilo,

A2 62679 53760 16.6% 119095 100577 18.4% 633190
Swift, Ritz*, A-Star

A3 SX4, D'zire 10883 6782 60.5% 20877 13848 50.8% 99315

Total Passenger Cars 89073 70497 26.4% 168395 134449 25.2% 866858

MUV Gypsy, Grand Vitara* 968 288 236.1% 1680 1193 40.8% 3932

Domestic 90041 70785 27.2% 170075 135642 25.4% 870790

Export 12134 9087 33.5% 25158 15978 57.5% 147575

Total Sales 102175 79872 27.9% 195233 151620 28.8% 1018365

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AWARDS
Indian award
No. 1 in Initial Quality Study - JD Power
Total Customer Satisfaction - TNS Study
Car of the Year - BS Motoring
Car of the Year - CNBC Autocar
Best Value for Money Car - CNBC Autocar
Best Design and Styling - CNBC Autocar
Viewer's Choice - CNBC Autocar
Small Car of the Year - NDTV Profit
Design Car of the Year - BBC Top Gear
Car of the Year – Overdrive
Number one premium compact car in - JD POWER INDIA APEAL STUDY 2007

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International Awards
Japan:
 RJC Car of the Year - Automotive Researchers' & Journalists' Conference
 2005-2006 Car of the Year Japan "Most Fun" - COTY
 Goof Design Award - Japan Industrial Design Promotion Organization
 Car view of the Year 2005-2006 - Car view
Iceland:
 Car of the Year 2006 - BIBD the Association of Automotive Journalists
Ireland:
 Samper it Irish Car of the Year 2006 - Irish Motoring Writers Association
New Zealand:
 Fairfax AMI Small Car of the Year - AUTOCAR
 National Business Review Small Car of the Year - The National Business
Review
Australia:
 2005 Cars guide Car of the Year - Cars guide
United Kingdom:
 2005 Car of the Year - CAR (Automobile Magazine)
Malaysia:
 NST MasterCard Car of the Year 2005 "Small Car" - New Strait Times
China:
 2005 CTV COTY "Economical Car" - CCTV
 Motor Show COTY "Hatchback" - 2005 Shanghai International Motor Show
 Most Popular Hatchback Car - 4th Changchun Motor Show
 2005 Shenzhen Market Car Ranking "Best Design" - Shenzhen Daily
 2005 Chengdu Market Car Ranking "Best Design" - Chengdu Economic Daily

COMPANY PROFILE
Maruti Suzuki India limited, a subsidiary of SMC, Japan, is the leader in
passenger cars and multipurpose vehicle (MPVs) in India, accounting for almost 55%
of the total industry sales.

SAC, Shivamogga 25
 The company formerly known as Maruti Udyog limited was incorporated as a
joint venture (JV) between government of India and SMC, Japan on 24th February,
1981.The first car was rolled out from its Gurgaon facility on 14 Dec 1983.Since then;
it has sustained its leadership position in the Indian car market.
We, at Maruti Suzuki, celebrated 26 years of car manufacturing in India 2009-
10. Having achieved manufacturing excellence in India, we are now in the process of
enhancing our R&D capabilities to design and develop cars.
In 2009-10, the company sold 722,144 cars in the domestic market and exported
70,023 cars .Cumulatively, it has produced and sold over seven million cars .The total
income of the company for 2009-10 stood at Rs. 214,538 million (USD4.46 billion@
1USD=Rs.48). We now aim at selling 750,000 units in the domestic market and
exporting 130,000 units in 2009-10.
Maruti Suzuki has a strong balance sheet with Reserves and Surplus of Rs.92, 004
million & debt equity ratio of 0.07 as on 31st March, 2010.

DOMESTIC SALES AND SERVICE NETWORK

TOTAL SERVICE NETWORK--------------2767
TOTAL SALES NETWORK------------- 681
REGIONAL OFFICES-------------------- 16
AREA OFFICES---------------------- 09
ZONAL OFFICES------------------ 04
DELHI CORPORATE OFFICE The company has the largest sales and service
network amongst car manufacture in India .It had 681 sales outlets in 454 cities as on
31st March, 2009. The car park of the company is in excess of seven million vehicles
and to service this car park ,the company has 2,767 service workshops in 1,314 cities
.The service network of Maruti Suzuki includes Dealer workshop, Maruti Authorized
services stations (MASs),Maruti service masters (MSM)and Maruti service Zones
(MSZ).

Besides selling and servicing vehicles, the company provides its customers
with “one stop-shop” experience such as automobile Finance, Automobile insurance,

SAC, Shivamogga 26
Maruti Genuine Parts and Accessories, Extended warranty and Maruti Certified pre-
owned car outlets in 181 cities as on 31st March, 2009.

EXPORTS
Maruti Suzuki exported the first lot of 500 car to Hungary in September,
1987.Presently, we are exporting to over 100 markets in Europe, Asia, Latin America,
Africa and Oceania.In2008-09, the company launched a new model A-Star that meets
stringent European safety and emission regulation. The company has exported over
500,000 cars so far.

PORT FACILITIES FOR EXPORT

In 2009-10, in association with Mundra Port SEZ Limited, the company had
set up the company had set up the state-of -the art facilities at Mundra Port ,Gujarat for
Export terminal offers a “Roll On, Roll Off”(RORO) berth ,which speeds up the
loading process and minimizes the chance of damage to cars. The company also has a
Pre-Delivery Inspection (PDI) Centre at Mundra.
In a first of its kind initiative, the company, in partnership with Indian Railways, has
developed double Decker rail wagons for transporting export cars Mundra.

SAC, Shivamogga 27
ORGNISATONAL CHART

Managing
director

General Manager

Sales manager Account Service

officer manager

AGM. Sales receptionist workers

Deputy sales
manager

Regional
Managers

Field executives

SAC, Shivamogga 28
 Chapter 4
PRODUCT PROFILE

SAC, Shivamogga 29
RITZ
Maruti Suzuki Ritz - An outstanding combination of sporty styling, compact size
andavant-gardetechnology. The largest car maker of India, Maruti Suzuki, has
launched its much awaited model 'Maruti Ritz'. This car is sure to revolutionize the
Indian auto industry because of its exceptional features and eye-catching design.
Possessing clean, bold and stylish design, Maruti Ritz will attract people for its superb
interior and exteriors.
Maruti Suzuki Ritz is available in both petrol and diesel variants. This car has been
designed keeping the comfort of passengers in mind and at the same time keeping the
cost low. The fuel efficiency and mileage of Maruti Ritz is expected to beat its
competitors and is expected to rank top in its class. The new car is available with a
suspension of 170 mm and 14-inch alloy wheels, which enables comfortable driving
on Indian roads.
Maruti Ritz also offers the car lovers with options in engine. The recently launched
car is available in two different engine options. The first version comes with a brand
new K-series of 1.2 liters, four-cylinder, 85 PS petrol engine whereas, the second
version with a 1.3 liters, 16-valve, 75 PS diesel engine. The performance of Maruti
Ritz is expected to match with the performance of cars like Swift and A-star.

Variants
Maruti Ritz is available in six variants including 3 variants in petrol type and 3
variants in diesel versions.
 Maruti Ritz ZDi
 Maruti Ritz 1.2
 Maruti Ritz ZXi
 Maruti Ritz GT
 Maruti Ritz Vxi
 Maruti Ritz VDi

Technical features of Maruti Ritz

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 Brakes
Front Ventilated disc
Rear Drum

Suspension
front McPherson strut & coil spring
Rear Torsion beam & coil spring

Engine
Fuel options Petrol Diesel
No. of cylinders 4 4
Engine cc 1197 1248
Max power 85 ps@ 6000 rpm 75 ps@ 4000 rpm
Max torque 113 Nm @ 4500 rpm 190 Nm@ 2000 rpm

Weights
Kerb weight (kgs) Lxi-1005 Ldi-1100
Vxi-1015 Vdi-1110
Zxi-1030
GVW(kgs) 1430 1520
Seating 5
Fuel tank 43
capacity(ltrs)

Zen Estilo
Maruti Suzuki India is all set to entice the buyers with the all new variant of
Zen Estilo. The automaker has launched this new Zen Estilo with 998-cc K-series
engine. Revamped, visually upgraded, comfortable and more stylish, the new version is
available in a host of new colour options. This 2009 variant of Zen Estilo is priced
between 3.12 lakh to 3.96 lakh (both ex-showroom,Delhi).

SAC, Shivamogga 31
The all fresh look of the recently launched car Zen Estilo is not all that Maruti has to
offer. This car also claims a fuel efficiency of 18.2 kpl with its 998-cc K-series engine.
This small car from Maruti Suzuki India has passed ARAI test and is BSIV & ELV
compliant.

While the new ZEN Estilo with KB-Series engine comes with an upgraded engine, the
other accessories and car parts have been given a new touch. For better visibility during
winters, this recently launched car has integrated fog lights both at front and rear of the
car. The other added options available with this new model of ZEN Estilo include
washers and wipers at both ends, ABS and driver airbag.

Adorning the look of a miniaturized family van, Zen Estilo is truly a Spanish
expression of style. With aerodynamic body and unique bean shape, this car is designed
to match pace with the changing taste and lifestyle of 'Vibrant India'. Besides the
stylish look, this new hatchback also has posh-looking two-tone beige/chocolate brown
complimentary combination. This combination has been chosen to put in a touch of
newness and refreshing feel to the interiors. Even the seat-covers are embossed with
new organically designed geometric patterns. Some of the upgraded interior accessories
of the new variant of Zen Estilo are digital fuel display, speedometer and new multi
function displays.

A perfect combination of comfort, power and pleasure, the refreshed and new model of
Maruti Suzuki Zen Estilo with KB-Series engine has new transmission technology. The
new Zen Estilo forms a part of A2 compact segment of Maruti Suzuki cars.

* Colour Options Available - Ecru Beige, Dusky Brown, Emerald Blue and Quantum
Orange.

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* Variants Available - Zen Estilo LX, Zen Estilo LXI, Zen Estilo VX and Zen Estilo
VXI

Technical features of Maruti Ritz

Length 3600
Width 1475 (LX/LXi), 1495 (VXi)
Height 1595
Wheel Base 2360
Tread, Front 1295
Tread, Rear 1290
Turning Radius 4.6 m
Seating Capacity 5
Ground clearance 165 mm

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 Max power (PS / rpm) 68 PS @ 6200 rpm
Max. Torque (Nm / rpm) 90 Nm @ 3500 rpm
Engine K10B
Engine Capacity 998 cc
Engine Type 3 cyl
Transmission 5 MT
Drive 2WD
Clutch Type Dry, single disc, diaphragm type
Kerb Weight (kg) 845 (LX, LXi), 865 (VXi)
GVW (kg) 1275
Tyre Size (Tubeless) 145 / 70 R13 (LX, LXi), 155/65 R13 (VXi)
Fuel Tank Capacity (l) 35
Front Brake Ventilated Disc
Rear Brake Drum
Manual - 5 Speed,
Transmission Type Fr: McPherson strut with Torsion type roll
control device
Suspension System Rr: Coil spring, Gas filled shock absorbers with
three link rigid and isolated trailing arm
Power Steering Electronic Power steering (EPS) (Lxi & Vxi)

SWIFT
Maruti Swift, the Indian Compact Car Giant has always caused ripples in the
market with its design, technology and interior layout. But, when it is with the most
modern technology at the best price possible and it has performance, efficiency and
safety to add, the SWIFT stands out in a very bizarre and modern crowd. This was
perhaps the most eagerly awaited car launch of the decade. The SWIFT was developed
totally on a new mindset- to create a Japanese car developed in Europe for today’s
global market.

SAC, Shivamogga 34
 Suzuki Swift, which was launched in May 2005, has been a huge hit in India.
This compact car was an effort by Maruti to incorporate fresh design and concepts into
their models. A car with eye-catching features, it is a delight to watch. Placed in the
category of B-segment cars, Swift is appreciated for quality of power, response and
fuel efficiency. Some striking features of the car are Dynamic European styling, Rally
based suspension system, All-Aluminium hypertech engine and Automatic climate
control

Design and Interiors

The car has great design and equally good interiors. It has a clean-sheet design,
built on a newly developed platform with three and five-door models on offer. It has
adopted contemporary mechanicals. Features like torsion beam rear suspension and
electronic brake force distribution have been incorporated. Enough legroom and
luggage space is available in the car. The automobile has fabric accented trendy
looking door trims. The boot can accommodate plenty of luggages. The long wheelbase
and width of the car mean high level of comfort and spaciousness.

Engine
The car is equipped with 1298cc engine with 4 cylinders and 16 valves. The maximum
power is 87bhp @ 6000rpm, and maximum torque 113Nm @ 4500rpm. As for fuel
distribution, it is Multipoint injection.

Safety
A range of safety features have been incorporated in Maruti Suzuki Swift. The car is
available with a number of safety features like collapsible steering column, front
seatbelt pre-tensioners with load limiters, and energy absorbing trim all around. Active
safety technologies include dual front airbags, and antilock braking system together
with electronic brake-force distribution have been roped in.

Technical Specifications of Maruti Swift

SAC, Shivamogga 35
 Body Type Hatchback
Numbers of Doors 5
Seating Capacity 5
Tire 165 / 80 R14 / 185/70 R14 (tubeless)
Weights

Kerb Weight 980 kgs. (LXi) / 1000 kgs. (VXi) / 1010 kgs.
(ZXi)
Gross Vehicle Weight 1415 kgs.
160 kmph
Fuel Tank Capacity 43 litres
Engine

Capacity 1298cc
Number of Cylinders 4
Number of Values 16
Bore x Stroke 74.0 x 75.5 mm
Compression Ratio 9.0:1
Maximum Power 87bhp @ 6000rpm
Maximum torque 113Nm @ 4500rpm
Fuel distribution Multipoint Injection

ALTO
Brilliant performer-Outstanding fuel efficiency. Impressive read handling,
refined MPFI -engine. Stunning looks. Excellent pick –up and acceleration. The Alto is
a brilliant car that promises to deliver an enticing blend of unbeatable performance,
comfort and driving experience. The car is designed for effortless, and comfortable
driving as just relax. More over enjoy every moment in Alto.

SAC, Shivamogga 36
 The Maruti Alto is the Indian-built Suzuki Alto version, manufactured by
Maruti Suzuki in India. It was launched in the local Indian market on September 27,
2000 although the Maruti Alto brand name was very successfully being used to export
the Maruti Zen to Europe from India since around 1994 having captured over 40%
market share in Belgium and 33% in Netherlands by 1998 It is the best-selling
hatchback in India. Since 2006, It is India's largest selling car and crossed the 1 million
production figure in February 2008 becoming the 3rd Maruti model to cross the million
mark in India after Maruti 800 and Maruti Omni and 4th overall joining Hyundai
Santro. Besides being exported to Europe from 1994-2004, it has also been exported to
several other countries.
Specifications
The Alto is powered by a 796 cc gasoline engine with 3 cylinder, 4 valves per cylinder
MPFI engine with 32bit ECM.
 Maximum Power: 47 PS (35 kW)
 Acceleration 0-100 km/h: approximately 20 seconds
 Top Speed: 137 km/h (85 mph)

Variants
The Alto is offered in the following variants
 Base model - (non-ac, launched in 2004, Mumbai price approx. 2.4 lakh Rs of
December 2008
 LX - Base model with A/c, cup holders, fabric seats , remote fuel lid opener
and few small changes, Mumbai price approx. 2.7-2.75 lakh Rs. as of
December 2008
 LXi - Same as LX with power steering, Mumbai price 2.85-2.9 lakh Rs. as of
December 2008)
There used to be a VX/VXi model with a 4-cylinder 1061 cc engine (64 bhp/80 Nm
torque) launched in August 2001. This has now been discontinued. But this VX model
is still sold in certain European countries. The Alto VX model also featured a

SAC, Shivamogga 37
tachometer which was absent in LX model. All models are equipped with 5-speed
manual transmission.
The popularity of the Alto has increased over the past few years, mainly due to the
reduction in prices. This reduction in prices has mainly come in due to the reduction in
excise duty over time. Alto was the first brand In Indian Domestic Automotive History
to sell over 200,000 units in a single financial year, the last 100,000 units being sold in
5 months. Alto was the only brand to sell over 22,000 units in a single month, making
it the largest selling car in India.
The second generation Maruti Alto is based on the new Suzuki Alto, and is unveiled at
the 2008 Paris Motor Show. It is based on the Suzuki A-Star Concept global car.
Technical Specifications

ENGINE
Displacement (cc) 796(cc)
No: cylinders/ arrangement/ valves 3 cylinders, in line 4 valves per cylinders
Type F c engine MPFI

PERFORMANCE
Max power (bhp/rpm) 47bhp@6200rpm
Max: torque(m/rpm) 62nm@3000rpm

ENGINE
Min: tuming radius (m) 4.6(m)
Type Power steering

BANKERS
Type Powerful 8- inch boosters assisted disk
breaks half instantly breaking

SAC, Shivamogga 38
Swift D-Zire
The new Swift DZire joined the Swift and SX4 in Suzuki's Indian lineup and is
intended to "redefine the market and stir excitement in the entry level sedan segment".
It's a good news for the consumers because Swift DZire, which comes both in diesel
and petrol engines, offers luxury feature options including integrated stereo, steering
mounted audio controls, automatic climate control and power windows as well. Not
only this but, it is also equipped with latest’s safety features like Dual Airbags, ABS
with EDB, collapsible steering column and an i-CATS anti-theft facility. It's true to
say that many of these features are being offered for the first time in this segment in
the Indian car market

Variants
Petrol Diesel
LXI LDI
VXI VDI
ZXI ZDI

Range of Colours
There is a wide range of colors for the customers. The newly Swift DZire is offered in
seven colours:
 Arctic White
 Silky Silver
 Clear Beige
 Midnight Black
 Bright Red
 Azure Gray
 Sovereign Blue

SAC, Shivamogga 39
Technical Specifications
DZire Petrol DZire Diesel

ENGINE

Type MPI petrol/in-line/SOHC Multijet/DDis/DOHC

Fuel distribution Multipoint injection Common Rail

Capacity 1298 1248

No. of cylinders 4 4

No. of valves 16 16

Bore x Stroke 74 x 75.5 69.6 x 82

Compression ratio 9.0:1 17.6:1

Maximum power
87@6000 75@4000
(Bhp@rpm)

Maximum torque
113@4500 190@2000
(Nm@rpm)

Fixed geometry turbo charger

Air charging system Naturally aspirated
with intercooler

TRANSMISSION

5 speed manual, with 5 speed manual, with

Type synchromesh in all gears, synchromesh in all gears, one
one reverse reverse

Front Track (mm) 1470

Rear Track (mm) 1480

Turning radius (m) 4.7

440 (Zxi & Zdi)

Boot Space (liter)
464 (Lxi, Ldi, Vxi & Vdi)

CHASSIS All Variants

SAC, Shivamogga 40
 Rack and pinion,
Steering
Pinion type electronic power assisted

Front Brakes Ventilated Discs

Rear Brakes Drum

Maruti A - Star
On November 19, 2008 Maruti A – Star is launched especially for the car
lovers spread all across the world. This car represents beginning of a new revolution
with its outstanding performance and unmatched looks. Comprised with five world
class features, this car is environmental friendly car which has supreme engineering
functionalities.

Features:
This car includes few special features like :
 Engage drive - To achieve perfection, this feature takes care of road handling
and maneuverability.
 Ergo drive - To render high fuel efficiency and performance, aluminum 998cc
DOHC KB series engine provides 67PS@6200rpm.
 Aero drive - For providing smooth drive, this car aerodynamic looks and
windows design are combined with aero theme interiors.
 Assure drive - For adding more safety, this car is provided with TECT ( Total
effective car technology) with ABS and dual airbags.
 Green drive - This is highly eco friendly car provided with Euro 3 compliant,
Euro 4 and Euro 5, low emissions and recyclability feature.
Colors:
Bright red, Desert brown, Healing green, Silky silver, Paradise blue, Midnight
black, Sunlight copper, Arctic white, Azure grey.

SAC, Shivamogga 41
WAGON-R
The Maruti Wagon-R is a made-for-India version of Suzuki Wagon R. Maruti
Suzuki India Limited has recently revamped its looks and introduced a new look
WagonR which sheds the boxy look at the back
Initial launch
The Wagon-R was born out of Japanese kei-jido-sha restrictions which dictated a
limited length and engine size. This boxy, tall-boy design has now completed seven
years of presence on Indian roads.
Maruti's launch of the car was ill-timed. Despite being one of the world's first tall-boy
designs (along with models from Daihatsu and Daewoo), the Wagon-R was not first-
to-market in India.
A less avant garde version of the Hyundai Atos was the first tall-boy design to hit the
Indian roads. It preceded the Maruti-Suzuki Wagon R by a two year lead.
Design & Trim Options
The car comes with a variety of trim levels. These include the LX (sans power
steering), LXi (power steering), VXi (fully loaded) and the AX (automatic). The car
normally comes with a 5-speed manual transmission and seats 4 (including the driver)
comfortably.
The Wagon R's bread-box shape did not immediately cut ice with the Indian consumer
and the car saw slow sales initially.
Specifications
The car is powered by a 1061 cc four cylinder, sixteen valve, multipoint fuel-injected
engine producing 64 bhp (47.7 kW) at 6200 rpm and 84 newton-meter (62 ft·lbf) of
torque at 3500 rpm.
The LPG version, christened DUO, was recently launched; this runs on petrol as well
as on LPG. Also the internal controls have been given a more sportier look with bright
metal finish.
Other features new in the Vxi (the top end manual transmission model) are Electrically
adjustable outside Rearview mirrors. This is the first on any B-Segment car in India.

SAC, Shivamogga 42
Driving impressions
Light kerb weight(750–775 kg) makes for a nimble car with good acceleration and a
top speed of 160 km/h (99 mph). The car's fuel economy is somewhere in the range of
13 to 14 km/l (7.7 to 7.1 l/100 km) in city driving and 18 to 20 km/l (5.6 to 5.0 l/100
km) on the highway.
The car is priced between Rs. 350,000 (LX) to Rs. 485,000 (AX).
In 2000 until 2007, the Wagon R is rebadged as Opel Agila. The Agila was built at a
General Motors factory in Gliwice, Poland and used Vauxhall/GM Engines and
transmissions.
In India, the Wagon R is sold as "Maruti Suzuki WagonR", having Suzuki's 1.1 L
F10D petrol engine producing 64 bhp (48 kW). Also, a new LPG version called DUO
has been introduced lately, which runs both on Petrol and LPG.
In Indonesia, the car is called Suzuki Karimun and offered with a 1000 cc (until
2006) and 1100cc (2007 onwards)petrol engine, whilst in China it forms the base for
both the Changhe-Suzuki Beidouxing and Changhe-Suzuki F-MPV.

SAC, Shivamogga 43
THE FEATURES OF WAGONR
BRAKES

Antilock brake system n.a

Front 62bhp
Rear Drums 180mm

ENGINE
Bore 4 stoke n.a
Brake horse power n.a
Construction Cast iron
Displacement 1061cc
1061cc Petrol
Ignition Multi point fuel injection
Layout 4 cylinder in-line
Torque 4.8 gm @3500rpm
Valve gear 4 valves per cylinder

STEERING
Type Rack & pinion-power assisted

SAC, Shivamogga 44
Maruti Esteem
Sophisticated big structured Maruti Suzuki esteem is one of the old car of the
Maruti Udyog group. To run this huge car its engine is made of lightweight all-
aluminum. This contemporary engine has capacity of 65 bhp at 6000 rpm .

According to *Mileage (Auto India, Nov 2005), Esteem holds the topmost position on
mileage among the other category of cars including the small cars.

There are three models of Maruti Suzuki Esteem:

 Maruti Esteem (Lx)
 Maruti Esteem (Lxi)
 Maruti Esteem (Vxi)
Colors that make the body of the car appealing to any viewer are found in
different shades in this car :
 Superior White
 Metallic Pearl Silver
 Metallic Silky Silver
 Metallic Icy Blue
 Metallic Fawn Mist
 Metallic Midnight Black
Maruti Esteem (Lxi)
This model is more upgraded version of Maruti Suzuki (Lx). Apart from the features
that are already in MarutiSuzuki (Lx), there are other few more added features existing
in Maruti Suzuki (Lxi). For comfort this model specially has rear view mirror on the
left side, power steering and power window (front).

The special interior feature of this model is chrome plated parking lever nob.

SAC, Shivamogga 45
To mention the extra features for the exterior of this model, there are body side
moulding and full wheel cover.
Maruti Esteem (Vxi)

The striking features that are found in the most upgraded model of this car, always
attract the valuable buyers .Along with the other features that have in Maruti Suzuki
Esteem (Lx) and Maruti Suzuki Esteem (Lxi), this model possesses few more
advanced standard equipments.

For the comfort sake, this model is being upgraded with outside rear view mirror on
the left side, power antenna, kenwood defogger, central locking etc.

Interior of this model is upgraded with silver finish rear and front power window
switch garnish, cigarette lighter, vanity mirror, and silver finish louvers, garnish and
bezels.
Some extra exterior features are front fog lamps with clear lens, body colored door
handles, body colored side view mirrors, rear spoiler etc.

Maruti 800
Driving with the high quality of fuel efficiency and economical purchasing price
have enhanced the popularity of the Maruti 800. Its lowest fuel consumption cost has
made this car forever better choice for the buyer.

Its easy accommodating small structure of 4.4 meters of radius has made it an user
friendly car. For its easy to park structure , it is very comfortable to parking anywhere,
even if the space is too little. It can be smoothly driven in an overcrowded street or in
a narrow lane.

SAC, Shivamogga 46
Various safety features of Maruti 800 give assurance of secured driving to the buyer.
Here is an overview on few salient features of Maruti 800 :
 Side impact beams
 Laminated windshield
 Additional body reinforcement
Other extra new features :
 Collapsible steering columns
 High mount stop lamp
 Clear lens Headlamps
 Front Grille
 Dual Tone interior upholstery
 Bharat stage III : Hi-tech 32 ECM and ultra-refined engine
 Suzuki badging
 Clear multi reflector headlights
 Attractive tail lamp
 Specifically placed crumple zone

There are two variants found in Maruti 800:

 Maruti 800 STD BS III
 Maruti 800 AC BS III
 Maruti 800 Duo

Maruti 800 Std BS III

Its weight is 650kg. It is without Air-conditioner.

Maruti 800 AC BS III

To give the comfort of an Air conditioner, especially during sultry summer days,
Maruti 800 is running its name as the low cost air-conditioned car. Its weight is 655kg.
Maruti 800 Std. & AC variants are available in Bharat Stage III version

SAC, Shivamogga 47
 Engine

Type 4 stroke cycle, water cooled SOHC (1C2V)

No. of cylinders 3

Piston displacement 796 cc

Maximum output (Std.,AC) 37 bhp at 5000 rpm

Maximum torque (Std.,AC) 59 Nm at 2500 rpm

Power Transmission

Std., AC 4-forward, all synchromesh,

1 reverse

Steering

Steering Rack & pinion

Suspension

Front McPherson strut & coil spring

Rear Coil spring with gas filled shock absorbers

Brakes

Front Disc

Rear Drum

Tyres

Tyre size (Radial) 145/70 R-12

Capacity

Fuel tank capacity 28 liters (BS III)

SAC, Shivamogga 48
 LITERATURE REVIEW

THEORATICAL PRESPECTIVE

Brand awareness is the potential capacity that a consumer recognizes or recall

the name of the brand of a certain category of a product. Thus, brand awareness is an
exercise of identification of the brand name under different conditions and, therefore,
the probability of a brand name coming to the consumer and the facility with which
this happens.
Awareness essentially means that customers know about the existence of the
brand, and also recall what categories the brand is in. The lowest level of awareness is
when the customers have to be reminded about the existence of the brand name, and
its being a part of the category. There after is the stage of aided recall, i.e., upon the
mention of the category, the customer can recognize the company’s brand from among
a list of brands. Then is the stage of unaided recall, where in a customer mentions the
company’s brand among a list of brands in the category. The highest level of
awareness is when the first brand that the customer can recall upon the mention of the
product category is the company’s brand. This is called top-of-mind recall.
(Arunkumar & N Meenakshi,2006)
Brand awareness, influenced by the advertising recall, affects the decision of
purchase not only in the aspects of the behaviour, but even at the effective level,
forming positive attitude towards the product that lead to buying of this product and to
obtaining major quotas for the company.
Brand awareness is an instrument of predominant selection amongst consumers
without experience of use of the product and stops experimentation with new product
and brands.
Band awareness is a dimension of brand equity that affects the decision of the
consumer both at the effective level and at the behaviour level. In the affective area, a
brand known by the consumers creates a feeling of pleasure and familiarity in them.
Awareness of the name acts as an anchor to which every thing else about the
brand is liked, much like the name of a person acting as an anchor for tying all

SAC, Shivamogga 49
associations about him. Building awareness involves making the brand visible to the
relevant target audience by various promotional methods such as publicity,
sponsorship, events, advertising, instigating word-of-mouth promotion etc.
(Arunkumar & N Meenakshi, 2006)
The buyer means not only one who make the process of buying, but, it
involves the initiator, influencer, payer, decider and user. The buyer conducts the
transaction. He visits stores, makes payments, and effects the delivery. Usually, the
buyer is the only player whom the marketers can see being involved in the decision
making process. Merely interviewing him about the purchase does not serve the
purpose of the marketer who wants to explore the consumer decision making process,
as at the time of purchase all other evaluations have been completed, which he
involved several other players as well. The importance of these players is crucial in
deciding the relevant market mixes. . (Arunkumar & N Meenakshi, 2006)
Finally, brand awareness favors the certain of associations brought about by the
product, which are in the origin of the creation of brand image.

BUYING BEHAVIOUR
The new millennium will be the most challenging era for the most of the
companies delivering goods and services to the buyers directly through their network.
The increasing competition in the global markets will make the existence of the
companies difficult as the buyers enjoy as the kingpin of their business. The increasing
competition in the market for the goods and the services will provide the best options
to the buyers towards the customer value, satisfaction and the delight chain.
In the developing economies and near monopoly markets the sellers do not
pay adequate attention towards the buyers and make them in a disadvantageous
position. On the contrary in the buyers’ market the customers can choose the goods
and services. This phenomenon can be explained in reference to the Indian market
also. Let us take an example of an Indian car market in the mid-seventies which was
largely dominated by the Ambassador brand of Hindustan Ltd, had Fiat for the class
market. During this period the car market had seller’s dominance and enjoyed near
monopolistic condition. The car market scenario was in transition since mid-eighties

SAC, Shivamogga 50
after the market invention of Maruti Udyog Ltd. and has become highly competitive
after the introduction of the new economic policy in early 90’s. Since, we can simply
understand that, the current market for cars in India is a buyers market, which is very
competitive in terms of quality, price, services, comforts and value for the money,
which are cannot be calculated at a time, but take a long thinking and discuss. It is in
fact that buyers market where the consumer exercises his franchises to choose the
brand and hence he plays key role in making the brands sustain in the market.
The consumer makes the decision on buying of any product of the company by
problem solving carefully weighing and evaluating perceived use values and product
attributes. This process is commonly known defined as rational decision making
while the emotional responses.
Buying decision concerning products and brands are heavily influenced by the
available and anticipated economic resources. Besides the economic resource of
consumers, the cognitive resource representing the mental capacity of storing and
analyzing various information processing activities also play a vital role not only in
decision making process but also in satisfying received thing.
More over, knowledge plays key role in all level, especially in
developing awareness about a particular product as well as brand. Comprehensive
knowledge about the goods and services, image of the company, promotional
packages etc. all these things develop conviction among buyers and add awareness
about the brand or product. (Marketing Management, Rajagopal, Vikas publishinf
House Ltd, 2010).

EMPERICAL PERSPECTIVE

Brand awareness
The likelihood that consumers recognize the existence and availability of a
company is their product or service. Creating brand awareness is one of the key steps
in promoting a product.
Investopedia explains Brand awareness is an important way of promoting commodity-
related products. This is because for these products, there are very few factors that

SAC, Shivamogga 51
differentiate one product from its competitors. Therefore, the product that maintains
the highest brand awareness compared to its competitors will usually get the most
sales.

For example, in the automobile industry, a lot of people go behind the Maruti only
because they are aware of its peculiarities and other variety of factors..
However, consumers are very aware of the other brands in terms of their images and
names. This higher rate of brand awareness equates to higher sales and also serves as
an economic moat that prevents competitors from gaining more market share

Consumer Buying Behaviour

Possibly the most challenging concept in marketing deals with understanding
why buyers do what they do (or don’t do). But such knowledge is critical for
marketers since having a strong understanding of buyer behaviour will help shed light
on what is important to the customer and also suggest the important influences on
customer decision-making. Using this information, marketers can create marketing
programs that they believe will be of interest to customers.
As you might guess, factors affecting how customers make decisions are
extremely complex. Buyer behaviour is deeply rooted in psychology with dashes of
sociology thrown in just to make things more interesting. Since every person in the
world is different, it is impossible to have simple rules that explain how buying
decisions are made. But those who have spent many years analyzing customer activity
have presented us with useful “guidelines” in how someone decides whether or not to
make a purchase.

SAC, Shivamogga 52
Chapter- 5
PROFILE OF SHRUTHI MOTORS
 Introduction
 Dealers
 Objectives
 Capital Structure
 Office Staff of the Firm
 Problem faced by the Shruthi motors

SAC, Shivamogga 53
 PROFILE OF SHRUTHI MOTORS
Introduction
100 cars sold in 100 days, achieved by a famous car dealer in Shimoga, a year
old kid of ‘Shruthi Motors’; Shimoga branch is in the heart of the city. Started on
September 1998 as a branch of Bangalore, acquired its independents as free dealers
from September 1998.
Dealers
Any company should resort to one or the type of promoters for their product or
service to enhance their product sales. Now a day, in this hard competition business
environment one can assume the significant role of dealership in business.
Dealers are those who are in between customer and the manufactures they are
in direct contact with the customers and provide proper feedback to the company
about its product and customer aspirations.
Dealer being one of the emphatic to the customer and a good sales person for
the company need to work real hard for both brain and heard. To deal with product
such as car, that is a durable product; the service and customer care is an important as
quality of the product.
Following chart implies the flow of Maruthi Car from the manufacturer to
customer through the dealers.
Manufacturer Dealer Customer

Maruthi UdyogLtd SHRUTHI MOTORS Customer

To maintain, a quality service, customer care plays its own emphatic role. A
visually attracted highly sophisticated showroom in the heart of the city. Comfort-ness
inside the showroom also plays its role in making a heart of crazy for the possession.
A homely atmosphere creates inside by the employee there given the buyer a cozy
feeling.

Objectives:
1. To capture mega markets share in care
2. Overall customer satisfaction with mutual benefit
3. To maximize the turn over.
Capital Structure
With the investment of 1.5 crores the investment is around
10 lakhs on rent
85 lakhs on machines

SAC, Shivamogga 54
 35 lakhs on interiors
25 lakhs on furniture’s
The showroom is found to be very well furnishing other than the one in
Bangalore. To attack make the sales but the details took in the process of
advertisement in local newspapers, campaign in regular at different districts.
The several sales departments found there has special outlets for spare parts
and services 30 units for service and accessories for both Swift and Wagoner are
available.
The “team work” being the motto has helped them to achieve the success 20 staffs at service station and 4 at
management form the best successive team of the company.
Financial highlights

Fiscal year end : March

Revenue Growth (1year) :41.9 %
Employees (2004) :106

Office Staff of The Firm

Senior Manager Nadagowdar V.A

Sales Manager S. Prasanth
Service Manager Suresh

This team has achieve a remarkable sale of 330 cars upto this date. This
includes 110 Zen and 220 Swift Teaching the company a growing success every day,
it is opportunity for the people of Shimoga to have such a dealer of the car, of course,
“More dream per Car”!!

SAC, Shivamogga 55
Problem faced by Shruthi Motor
1. Lack of capital
Company is not offering any credit facilities to the Dealers. Where as the sales
agency has provides credit facilities to he dealers, which would result in locking up of
capital, ultimately is effects, to the total sales potential.
2. Utility supply of stock
Company must operate with dealer’s favorable by supplying stock to them in
timely, which would result in good sale and distribution of the product by the dealer.
But some time supply of stock have not made by the company intimely it may be
secure be means of workers strike, delay in warehousing delay in transpiration etc.
3. Lack of incentives to the dealers
Company is not giving any incentive to the dealers for the sales of Maruthi
Swift car so the retailers also not take any special interest to sale the Maruthi Swift.
When retailers will not purchase more than how can the stockiest and agent’s sale the
sure?
Company should think about he sale force of Maruthi Swift by incentives to
retailers and average display contest, then only dealers can distributes and sells the
product more and more.
4. Heavy competition in the market
In Shimoga there are several dealers of different companies, who are
Giving the huge competition.
Increasing cost of product day to day. The cost of car is varying by day-to-day. So, the
customers are feeling some confusion.

SAC, Shivamogga 56
 Chapter 6
Data Analysis and Interpretation

SAC, Shivamogga 57
Table No.1.Showing the Gender of the study

Sl.No Gender No. of respondents %Of

respondents
2 Male 46 73%
3 Female 17 27%
Total 63 100%

Chart No. 1

Gender
50
45
40
Male, 46
35
30
25
20
15
10 Female, 17
5
0
Male Female

INTERPRETATION:
As stated in the study, there were 63 respondents is the sample selected for the study.
Out of them, 46 (73%) were male and 17(27%) were female.

SAC, Shivamogga 58
Table No. 2 Showing the Age of the respondents

SL No. Category No. of respondents % of respondents

1 18-25 8 12%
2 25-35 35 56%
3 35-45 13 21%
4 45& above 7 11%
Total 63 100%

Chart No. 2

Age
60
No. of respondents

50
40
30
%
20
10
0
18-25 25-35 35-45 45& above
Age

INTERPRETATION:
The above chart concludes that, out of the 63 samples of the study, 8 were (12%)
between the age 18-25, 35were (56%) between 25-35, 13 were (21%) between 35-45,
and 7 (11%) were 45 and above.

SAC, Shivamogga 59
Table No. 3 .Showing the Occupation
Sl. Occupation No. of respondents %. of respondents
No
1 Business 36 57%
2 Professional 13 21%
3 Student 5 8%
4 Employee 9 14%
Total 63 100

Chart. No. 3

Occupation

60

50

40

30 %

20

10

0
Business Professional Student Employee

Among the 63 samples taken for the study, 36 respondents (57%) were found as
business men, 13 (21%) as professional, 13 (8%) as student and 9(14%) as employee.

SAC, Shivamogga 60
Table No. 4. Showing, How the respondents came to know about Shruti Motors?

Sl. No Source No. Respondents %. of Respondents

1 Myself 9 15%.
2 Family 20 32%.
3 Advertisement 12 19%.
4 Friends 11 17%.
5 Others 11 17%.
Total 63 100%.

Chart. No. 4

35

30

25

20
%
15

10

0
Myself Family Advertisement Friends Others

INTERPRETATION:
The chart shows that, out of 63 samples, 15% of them came to know about company
by themselves.32% via family, 19% via advertisement, 17% via friends and 17%
through others.

SAC, Shivamogga 61
Table No.5 Showing the satisfaction level due to the Style of Mauti Ritz

Sl. Opinion No. of respondents %.of Respondents

No
1 Highly satisfied 22 40%
2 Satisfied 25 35%
3 Can’t say 7 11%
4 Dissatisfied 9 14%
5 Highly Dissatisfied 0 00%
Total 63 100%

Chart. No. 5

Style of Car
Series1

30
25
20
15 25
22
10 7
9
5
0 0
Highly satisfied Satisfied Can’t say Dissatisfied Highly
Dissatisfied

INTERPRETATION:
Above chart shows that, out of 63 samples of the study 40% are of the opinion that
they are highly satisfied with the new owned Maruti Ritz. 35% of them revealed only
satisfaction where 11% can’t rate it. Only 14% opinioned as dissatisfaction, no one
found highly dissatisfied.

SAC, Shivamogga 62
Table No. .6 Showing the Price of the Car.

Sl. No Opinion No. of respondents %.of

Respondents
1 Very High 7 11%
2 High 19 30%
3 Medium 35 56%
4 Low 2 3%
5 Very Low 0 0%
Total 63 100%
Chart No. 4.7
.

Price of the car

40
35
30
25
20
35
15
10 19
5
7
0 2 0
Very High High Medium Low Very Low

INTERPRETATION:
The above chart shows that out of 63 samples of the study, 11% responded that the
price of car is very high. 30% opinioned as high, where, about half of the samples
(56%) responded as medium. 3% pointed as low and no one replied very low.

SAC, Shivamogga 63
Table No. 7 Showing Mileage of the Car.

Sl. No Opinion No. of respondents %.of Respondents

1 Excellent 11 18%
2 Good 22 35%
3 Average 21 33%
4 Poor 7 11%
5 Terrible 2 3%
Total 63 100%
Chart No. 7

Mileage of the Car

25

20

15

10 21
22
11
5
7
2
0
Excellent Good Average Poor Terrible

INTERPRETATION:
This chart tells us about the opinion of the samples. Out of 63, 18% of them viewed as
excellent, 35% as good, 33% as average, and 11% as poor and as 3% terrible. This
denotes that, majority of them has the opinion that the mileage is good.

SAC, Shivamogga 64
Table No. 8 Showing the response to the Maintenance Cost is very Low

Sl. No Opinion No. of respondents %.of Respondents

1 Strongly agree 18 29%
2 Agree 21 33%
3 Can’t say 6 9%
4 Somewhat disagree 12 19%
5 Strongly Disagree 6 10%
Total 63 100%

Chart No. 8

Maintanace cost
25

20

15

10 18
21
12
5
6 6
0
Strongly agree Agree Can’t say Somewhat Strongly
disagree Disagree

INTERPRETATION:
This chart shows the samples’ responds about the maintenance cost of the car they
owned, Ritz. Amongst the 63 samples, 29% of them strongly agreed that it’s very low.
33% as agree, 9% as can’t say, 19% as somewhat disagree and 10% has the opinion
that, they are strongly disagree of the maintenance cost is low.

SAC, Shivamogga 65
Table No. 9 Showing the Publicity of Car

Sl. No Opinion No. of respondents %.of Respondents

1 Very good 28 44%
2 Good 23 36%
3 Neutral 3 5%
4 Bad 3 5%
5 Poor 6 10%
Total 63 100%

Chart No. 9

Publicity of Car
30

25
28
20
23
15

10
6
5 3 3

0
Very good Good Neutral Bad Poor

INTERPRETATION:
This chart is about the responds of samples about publicity. Majority (44%) has the
opinion that the publicity of the car is very good. 36% says as good, 5% as neutral.
Only 5% has the opinion as bad and as poor was marked by only 10%.

SAC, Shivamogga 66
Table No. 10 Showing, the Car is comfortable than I expect.

Sl. No Opinion No. of respondents %.of Respondents

1 Strongly agree 17 27%
2 Agree 23 37%
3 Can’t say 11 17%
4 Somewhat disagree 8 13%
5 Strongly Disagree 4 6%
Total 63 100%

Chart No. 10

Comfort of Car
25

20

15

17 23
10

11
5
8
4
0
Strongly agree Agree Can’t say Somewhat Strongly
disagree Disagree

INTERPRETATION:
This chart contains the data about comforts of the car. 27% has strongly agreed the
assumption. 37% of them agreed, 17% replied as can’t say. 13% showed as somewhat
disagree and 6% disagreed strongly.

SAC, Shivamogga 67
Table No. 11. Showing the Quality of Car.

Sl. Opinion No. of %.of Respondents

No respondents
1 Very High 24 38%
2 High 27 43%
3 Medium 4 6%
4 Low 8 13%
5 Very Low 0 0%
Total 63 100%

Chart No. 11

Quality of Car
30

25

20
27
15

10
24
5
8
4
0 0
Very High High Medium Low Very Low

INTERPRETATION:
From above chart, we can understand that out or 63 samples, about half (38%) of them
have very high opinion about the quality of car. 43% showed high where only 6%
indicated as medium and 13% as low. There was no opinion as very low.

SAC, Shivamogga 68
Table No. 12. Showing, would u recommend the product?

Sl. No Opinion No. of respondents %.of Respondents

1 Definitely 40 64%
2 Probably 18 28%
3 Maybe 1 2%
4 Probably not 4 6%
5 Definitely not 0 0%
Total 63 100%

Chart No. 12.

70%
64%
60%

50%

40%

30% 28%

20%

10%
6%
2%
0%
0%
Definitely Probably Maybe Probably not Definitely not

INTERPRETATION:
The chart tells that, when the samples were asked whether they recommend the
product or not, 64% answered that definitely do, 28% answered probably and 6%
replied probably not.2% has no assurance and no one found as definitely not.

SAC, Shivamogga 69
Table No. 13. Showing the rate of Service of Shruti Motors.

Sl. No Opinion No. of respondents %.of Respondents

1 Excellent 33 53%
2 Good 26 41%
3 Average 4 6%
4 Poor 0 0%
5 Terrible 0 0%
Total 63 100%

Chart No. 13

Service of Indus
60%

50%

40%
53%
30%
41%
20%

10%
6%
0% 0% 0%
Excellent Good Average Poor Terrible

INTERPRETATION:
This chart shows that, out of 63 samples, 53% of them replied as excellent about the
service of the company. 41% indicated as good and 6% as average. There couldn’t
fine any one who has the opinion of poor and terrible

SAC, Shivamogga 70
 Chapter 6

FINDINGS, SUGGESTIONS AND CONCLUSION

SAC, Shivamogga 71
SUMMARY
This part Summaries the main points emerging from the study, as brought out
in the proceeding chapter of this project. As already mentioned this study is the
“Influence of Brand Awareness on Buying Behaviour with special reference to Maruti
Ritz ” survey was conducted at Shruti Motors, Shimoga.
A sample of 63 respondents have been selected from a total of 450 customers
of Shruti Motors , and a questionnaire prepared to collect the information for the study
was distributed to the selected respondents for replies. Wherever needed, the
questionnaire has been used as a schedule.
In all there are five chapters in this project report. The first chapter presents the
topic of the study, its objectives, scope, limitations and research methodology,
including hypothesis. The next two chapters are review of literature and industrial
profile. The fourth chapter, by far the largest, analysis of the data collected through the
questionnaire to know whether buying behaviour is dependent of brand awareness or
not. And the last chapter summaries the findings, suggestions and conclusion.

SAC, Shivamogga 72
FINDINGS

 Buying behaviour is dependent of brand awareness.

 Variables like price, mileage, style, design has great influenced in customer’s
purchase
 The brand has great position in the minds of customers which had reflected in their
consumption
 Customers got awareness about the brand via friends, media and etc.
 Majority of the customers are highly satisfied with the brand offered by Maruti
 Out of 63 samples, 53% are of the opinion that, service offered by the company is
excellent and 41% viewed as good
 The most one who purchased this car was business men (57%)
 40% of the samples have high satisfaction in the style of particular brand(Ritz)
 66% of the samples are highly satisfied with the current locality of Shruti Motors
 About the price of car, 49% has the opinion that it’s medium. Only 18% noted as
very high
 18% viewed that mileage of car is excellent, 35% as good and 33% as average
 About the maintenance cost, 29% has strong opinion as it is low, where 33% have
a medium
 Majority (44%) are of the opinion that my car has very good publicity, 27% of the
respondents have strong opinion that they got more comfortable than they expect,
37% of them are not away from their opinion
 Majority has responded that quality of their car is high
 46% of the respondents have good opinion about the design of car, amongst, 30%
has got the eye as they viewed as excellent
 64% of them are very happy with company so, they replied that they definitely
recommend the product

SAC, Shivamogga 73
SUGGESTIONS

 Service quality can be increased

 Car’s publicity can be developed, which will add awareness
 Must focus on customer feedback, which results in customer satisfaction and it
lead to recommend product.
 Give sufficient offers to increase sale.

CONCLUSION
As customers, we buy a lot of things every day. We buy, not only after having
any pre assumption about the product but also having nothing. Needs must be fulfilled.
People go anywhere to get his dreams come true. In such a time, all business leaders
are striving hard to get more customers and spare no effort to get them satisfied.
The era is not like past. Customers are the leaders of the business, not the
company. The customer will decide to make a product success or not. They are the key
players. So that, every companies are running behind these customers offering them
large priorities and convincing them its peculiarities. Buidling brands, quality, image
are the short cut to it.
Today majority has a brand oriented life. If anyone satisfied with a brand, he
will be continuing with the same. In such a time, every brand had to try best to put
awareness about it. Maruti has great such effects on customers which had help to
increase their sales.
Shruti Motors is one of the finest dealers of Maruti in India. They have a good scale of
sales every year and they provide a good piece of services to them. This study has
impartial results on its findings so that it can be conclude that brand awareness has a
great range of influence on buying behaviour.

SAC, Shivamogga 74
 Questionnaire

Dear Sir/Madam
The Questionnaire comprise of questions relevant for understanding ‘A
STUDY ON PERCEPTION OF CUSTOMERS TOWARDS MARUTI RITZ AT
SHRUTI MOTORS SHIMOGA. I assure you that the data you provided will be kept
confidential and used only for the project work.
Yours
Girish
1. Name:-
2. Sex:- Male Female 
3. Age:- 18-25 25-35 35-45 45&above 
4. Occupation:- Business Professional  Student  Employee
5. How do you came to know about Shruti Motors?
Myself  Family Advertisement  Friends Others

6. How did you rate the following, where you decide to purchase a Car?

Factors Extremely Somewhat Can’t Somewhat Extremely

Important Important Say Unimportant Unimportant
(5) (4) (3) (2) (1)
Styling

Pricing

Mileage

Maintenance

Brand Image

Performance

Publicity

Quality

Space

Comfortable

Design

7. How do you feel the style of Marutiz Ritz car you owned?
Highly satisfied Satisfied Can’t say Dissatisfied Highly
dissatisfied
8. I am convenient to the locality of Shruti Motors

SAC, Shivamogga 75
 agree  Agree  Can’t say  Somewhat disagree  Strongly disagree 
9. What’s your opinion about the price of your Car?
Very high  High  Medium  Low Very low 
10. What about your car’s mileage?
Excellent Good  Average  Poor  Terrible

11. My Car’s maintenance cost is comparatively very low

Strongly agree  Agree  Can’t say  Somewhat disagree  Strongly
disagree 

12. What do you feel about the publicity of your car?

Very good Good  Neutral Bad Poor
13. My Car is very comfortable than I expect
Strongly agree  Agree  Can’t say  Somewhat disagree  Strongly
disagree 
14. My Car’s quality is
Very high High Average  Low  Very Low

15. The design of my Car is

Excellent Good  Average  Poor  Terrible

16. The company contact me to ensure the feedback from customers

Strongly agree  Agree  Can’t say  Somewhat disagree  Strongly disagree 

17. Would you recommend the product to others?

Definitely  Probably  Maybe  Probably not Definitely not

18. Overall, how would you rate the service of SHRUTI MOTORS SHIMOGA?
Excellent Good  Average  Poor  Terrible

19. Do you have any suggestion to improve the service quality of Shruti Motors Ltd?
………………………………………………………………

THANKIG YOU
Signature

SAC, Shivamogga 76
 BIBLIOGRAPHY

1. Philip kotler, Marketing Management, 2003,Pearson Education Inc, New Delhi

2. Kotler Philip and Amstrong Gary, Principles of Marketing, 2003 , Printice Hall
of India Private Ltd, New Delhi
3. Kothari C.R, Research Methodology, 1998, Wishwaprakashan, New Delhi
4. Kothari C.R, Quantitative Techniques, 1985,Vikas Publishing House Pvt Ltd;
3rd edition, New Delhi
5. Arunkumar& N.Meenakshi, Marketing Management, 2007
Vikas Publishing House Pvt Ltd, New Delhi
6. Rajagopal, Marketing Management,2004,Vikas publishinf House Ltd, New
Delhi

Websites : -http/ www.marutiudyog.com

http/ www.marutisuzukiritz.com
http/www.google.com

SAC, Shivamogga 77