PROJECT ON

“A Comparative Study on Consumer

Satisfaction between Services provided
to MARUTI WAGON-R and
HYUNDAI i-10 Owners in DELHI”

SUBMITTED TO : - PREETI SHARMA SUBMITTED BY:

VIPUL BATRA

0471371708
About the organisation

MARUTI

Maruti Suzuki is India's number one leading automobile manufacturer 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. The BJP-led government held an initial public offering of 25% of the
company in June 2003. As of 10 May 2007, Govt. of India sold its complete share to Indian
financial institutions. With this, Govt. of India no longer has stake in Maruti Udyog.

Maruti Udyog Limited (MUL) was established in February 1981, though the actual
production commenced in 1983 with the Maruti 800, based on theSuzuki Alto kei car which
at the time was the only modern car available in India, its only competitors- the Hindustan
Ambassador and Premier Padminiwere both around 25 years out of date at that point.
Through 2004, Maruti Suzuki has produced over 5 Million vehicles. Maruti Suzukis are sold
in India and various several other countries, depending upon export orders. Models similar to
Maruti Suzukis (but not manufactured by Maruti Udyog) are sold bySuzuki Motor
Corporation 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. Currently, Maruti Suzuki Alto tops the sales charts
and Maruti Suzuki Swift is the largest selling in A2 segment.

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.

Maruti Suzuki has been the leader of the Indian car market for over two decades.

Its manufacturing facilities are located at two facilities Gurgaon and Manesar south of Delhi.
Maruti Suzuki’s Gurgaon facility has an installed capacity of 350,000 units per annum. The
Manesar facilities, launched in February 2007 comprise a vehicle assembly plant with a
capacity of 100,000 units per year and a Diesel Engine plant with an annual capacity of
100,000 engines and transmissions. Manesar and Gurgaon facilities have a combined
capability to produce over 700,000 units annually.

More than half the cars sold in India are Maruti Suzuki cars. The company is a subsidiary of
Suzuki Motor Corporation, Japan, which owns 54.2 per cent of Maruti Suzuki. The rest is
owned by public and financial institutions. It is listed on the Bombay Stock
Exchange and National Stock Exchange in India
HYUNDAI

Chung Ju-Yung founded the Hyundai Engineering and Construction Company in 1947.
Hyundai Motor Company was later established in 1967. The company’s first model,
the Cortina, was released in cooperation with Ford Motor Company in 1968. When Hyundai
wanted to develop their own car, they hired George Turnbull, the former Managing Director
of Austin Morris at British Leyland. He in turn hired five other top British car engineers.They
were Kenneth Barnett body design, engineers John Simpson and Edward Chapman, John
Crosthwaite as chassis engineer and Peter Slater as chief development engineer.[8] In 1975,
thePony, the first Korean car, was released, with styling by Giorgio Giugiaro
of ItalDesign and powertrain technology provided by Japan’s Mitsubishi Motors. Exports
began in the following year to Ecuador and soon thereafter to the Benelux countries. In 1991,
the company succeeded in developing its first proprietary gasoline engine, the four-cylinder
Alpha, and transmission, thus paving the way for technological independence.

In 1983, Hyundai exported the Pony to Canada, but not to the United States because the Pony
didn't pass emissions standards there. Canadian sales greatly exceeded expectations, and it
was at one point the top-selling car on the Canadian market. The Pony afforded a much
higher degree of quality and refinement in the lowest price auto segment than the Eastern-
bloc imports of the period then available.

In 1986, Hyundai began to sell cars in the United States, and the Excel was nominated as
"Best Product #10" by Fortune magazine, largely because of its affordability. The company
began to produce models with its own technology in 1988, beginning with the
midsize Sonata.

In 1996, Hyundai Motors India Limited was established with a production plant in
Irrungattukotai near Chennai, India.[9]

In 1998, Hyundai began to overhaul its image in an attempt to establish itself as a world-class
brand. Chung Ju Yung transferred leadership of Hyundai Motor to his son, Chung Mong
Koo, in 1999.[10]Hyundai's parent company, Hyundai Motor Group, invested heavily in the
quality, design, manufacturing, and long-term research of its vehicles. It added a 10-year or
100,000-mile (160,000 km) warranty to cars sold in the United States and launched an
aggressive marketing campaign.

In 2004, Hyundai was ranked second in "initial quality" in a survey/study by J.D. Power and
Associates. Hyundai is now one of the top 100 most valuable brands worldwide. Since 2002,
Hyundai has also been one of the worldwide official sponsors of the FIFA World Cup.

In 2006, the South Korean government initiated an investigation of Chung Mong Koo's
practices as head of Hyundai, suspecting him of corruption. On April 28, 2006, Chung was
arrested, and charged for embezzlement of 100 billion South Korean won (US$106
million). As a result, Hyundai Vice Chairman and CEO, Kim Dong-jin, replaced him as head
of the company.

OBJECTIVES

• To analyse the after sale services provided by the companies like free services, telling
customers about services due.
• To Study the presale services provided by the companies like providing loans etc.
• To know the customers satisfaction of services provided by the companies.

SCOPE

• Study will include use of questionnaires. One set of questionnaire will include those
respondents who already have a Maruti wagon-r or Hyundai i-10.
• The study will be conducted in west Delhi region.

RESEARCH METHODOLOGY

Primary data is the data collected primarily by the researcher. Common sources are
conducting surveys, questionnaire etc..

Secondary data is data collected by someone other than the user. Common sources of
secondary data for social science include censuses, surveys, organizational records and data
collected through qualitative methodologies or qualitative research. Secondary data analysis
saves time that would otherwise be spent collecting data and, particularly in the case of
quantitative data, provides larger and higher-quality databases than would be unfeasible for
any individual researcher to collect on their own. In addition to that, analysts of social and
economic change consider secondary data essential, since it is impossible to conduct a new
survey that can adequately capture past change and/or developments.
Population

Population includes all the people who already own either of a car. Target population
includes those people who wants to get their car serviced. Simple random sampling technique
is used in this research.

Sample size would be 60.

Tools

MS Excel will be mainly used as a software tool to represent the collected data in a
systematic way and various diagrams would be prepared using it.