a project report on customer satisfaction on postsale services
TRANSCRIPT
WELCOME
BYMr. B. SUBHAN
Reg. No. 07701E0095
Under the Guidance of
Dr. N.R.V. RAMANA REDDY M.A., M.B.A, PhD,
HEAD OF THE DEPARTMENT
Department Of Business Administration
ANNAMACHARYA INSTITUTE OF TECHNOLOGY AND SCIENCES NEW BOYANPALLI, RAJAMPET.
A STUDY ON
CUSTOMER SATISFACTION ON POST-SALE SERVICES WITH REFERENCE TO
MARUTI SUZUKI INDIA LTD
INDUSTRY PROFILE
HISTORY First motor car in India was imported by Bombay Cycle &
Motor Agency at Mumbai in 1898.
More domestic demand in 1930’s – set up assembly plants in Mumbai, Kolkata & Chennai.
First car manufacturer in India Premier Automobile Ltd (PAL) – 1946, Hindustan Motors (HM) -1949.
Before 1980s Dark ages for Indian consumers available only – Ambassador and Padmini.
In 1983 Maruti Udyog Ltd introduced Maruti-800 as “people car”, then MUL became No.1 position in Indian Car Market with Japanese motor company Suzuki.
Later Tata, Hyundai, GM, Ford, Honda, Fiat, Mercedes Benz, BMW, Volkswagen & Nissan taken first step in India.
Today, India’s car market is the 12th largest in the world.
CATEGORY MODELS
Economic segment
(up to RS 2.5 lakhs)
Maruti 800, Maruti Omni, Maruti Alto &
Tata Nano
Mid-size segment
(Rs 2.5-5 lakhs)
Premier 118, Ambassador, Nova, Fiat
Uno, Maruti Zen, Maruti Swift, Hyundai
Santro, Daewoo Matiz, Tata Indica,
Maruti Esteem, Contessa.
Luxury segment
(Rs 5-10 lakhs)
Maruti Swift, Maruti Esteem, Maruti
Bolero, Tata Estate, Tata Sierra, Tata
Safari, Honda City, Mitsubishi Lancer,
Ford Ikon, Ford Fiesta, Ford Fusion, Fiat
Siena, Opel Corsa, Hyundai Getz,
Hyundai Accent, Mahindra Scorpio
Toyota Innova.
Super luxury segment
(above Rs 10 lakhs)
Skoda, Octivia, Toyota Corolla, Ford
Endeavor, Mercedes Benz, etc.,
The Indian car industry can be classified, based on the price levels as follows
INDUSTRY STRUCTURE
CASCADING EFFECT Crisis in global economy
Job cuts
Meltdown became talk of the town
CONSUMER SENTIMENTS
Depressed market sentiment
“not the best time to buy”
“lets wait & watch”
26th November Mumbai Terror attack
COMPANY PROFILE
MARUTI SUZUKI INDIA LIMITED
COMPANY AT A GLANCE
Managing director: R.C. Bhargava
Equity Structure: 54.21% Suzuki, 18.28% GOI & remaining equity FIs & Public
Turnover: Rs. 188.2 bn
Sales: 764,842 cars
Market Share: 54% (Passenger Cars including Van type vehicles)
Models: 12 brands with over 100 variants
ABOUT MARUTI SUZUKI Maruti Suzuki India Ltd (formerly MUL) is India’s leading
maker of automobiles.
Maruti Udyog Limited (MUL) established – Feb’1981 actual production started – 1983.
MUL became Maruti Suzuki (joint venture) – 1987.
Partnership with Suzuki –exports- Alto models – Europe.
Maruti’s “Maruti800” – India’s largest selling compact car – the term “Maruti” – commonly used for compact cars.
Average Sales: domestic ---- 500000 cars/annum exports --------30000 cars/annum.
Maruti Suzuki produced over 5.2 million cars.
FULL RANGE OF CARS
Maruti offers 12 brands ranging from people’s car Maruti 800 to
stylist hatchback A-star, Swift, Dzire, SX4 sedan and luxury Grand Vitara.
Maruti has always spelt trust with products and service standards. Build trust by satisfying customer needs over 25 years.
25 YEARS OF TRUST
SERVICING CUSTOMERS 24X7, 365 DAYS
The company takes great pride in sharing that customers have rated Maruti Suzuki first once again in Customer Satisfaction Survey conducted by independent body, J.D.Power Asia Pacific. It is 9th time in a row.
The award mirrors the company's commitment towards "Customer Obsession".
PRODUCT PORTFOLIO
EIGHT NEW MODELS IN 40 MONTHS
MARUTI SUZUKI R&D EVOLUTION
Phase 1 –Localization
Phase 2 –Facelift capability
Phase 3 –Collaborative design
Phase 4 –Full Body Design
MAJOR COMPETITORS Tata Motors
Honda
Toyota
Hyundai
Ford
General Motors
Fiat
BMW
Volkswagen
Mercedes Benz and
Nissan
RESEARCH METHODOLOGY
Marketing research is one of the developing branches of business management
and it is necessary at all levels of growth firms.
Tools used for analysis:
Simple percentage method Weighted average method Hypothesis test (chi-square test)
Research procedure:Survey method.
Research instrument:A well designed and structured questionnaire which includes close-ended and open ended & multiple choice questions.
Sampling size: 120
OBJECTIVES OF THE STUDY
To know the level of consumers’ satisfaction
To know the customers’ perception on post-sale services of the company.
To find out the behavior customers and their preference to various attributes of choice criteria such as style, price, brand image and after sale services etc.,
ANALYSIS & INTERPRETATION
Which of the “Maruti Suzuki car” you own?
Factor No. of Respondents Per cent age (%)Maruti 800 18 15Wagon-R 24 20
Zen 12 10Swift 46 38
Esteem 12 10Others 08 07
Total 120 100
Maruti 800
Wagon-R Zen Swift Esteem Others0
10
20
30
40
1520
10
38
10 7
Type of Maruti Suzuki car used by the Respondents
Inference:•38% of the respondents are using Swift cars.•20% of the respondents are using Wagon-R.•15% of the respondents are using Maruti 800.•20% of the respondents are using Zen and Esteem.•The remaining 6.67% of the respondents are using other Maruti cars.
Customer’s Previous Car:
Factor No. of Respondents Per cent age (%)Maruti Suzuki 28 23
Ford 07 06Tata 24 20
Honda 22 19Hyundai 04 03Toyota 06 05
Nil 29 24Total 120 100
Maruti Suzuki
Ford Tata Honda Hyundai Toyota Nil0
5
10
15
20
2523
6
20 19
35
24Customer Previous car
Inference:•24% of the respondents did not have a car before buying of Maruti car.•23% of the respondents are using Maruti Suzuki cars before buying of Maruti car.•20% of the respondents are using Tata cars before buying of Maruti car.•19% of the respondents are using Honda cars before buying of Maruti car.•6% of the respondents are using Ford cars before buying of Maruti car.•5% of the respondents are using Hyundai cars before buying of Maruti car.Remaining 3% of the respondents are using Toyota cars before buying of Maruti car
Customer Association with Maruti Suzuki Cars:
Factor No. of Respondents Per cent age (%)0-2 Years 16 132-4 Years 44 374-6 Years 33 276-8 Years 18 15
Above 8 Years 09 08
Total 120 100
0-2 Years 2-4 Years 4-6 Years 6-8 Years Above 8 Years
0
10
20
30
40
13
37
27
158
Customer Association with Maruti Suzuki Cars
Inference:•37 % of the respondents are using Maruti Suzuki cars since 2-4 years.•27 % of the respondents are using Maruti Suzuki cars since 4-6 years.•15 % of the respondents are using Maruti Suzuki cars since 6-8 years.•13% of the respondents are using Maruti Suzuki cars since 0-2 years.The remaining 8% of the respondents are using Maruti Suzuki cars since above 8 years.
Purpose of using Maruti Suzuki Car:Factor No. of Respondents Per cent age (%)
Govt. work 04 03Business work 69 57Personal work 27 23
Vacation 01 01Status symbol 19 16
Total 120 100
Govt. work Business work
Personal work
Vacation Status symbol
0102030405060
3
57
23
1
16
Purpose of using Maruti Suzuki Car
Inference:•57 % of the respondents are using Maruti cars for the purpose of business work.•23 % of the respondents are using Maruti cars for the purpose of personal work.•16 % of the respondents are using Maruti cars for the purpose of their status.•3% of the respondents are using Maruti cars for the purpose of govt., work.•The remaining 1% of the respondents are using Maruti cars at the time of vacation.
Fuel type of car:
Factor No. of Respondents Per cent age (%)
Diesel 41 34
Petrol 58 48
LPG 21 18
Total 120 100
Diesel Petrol LPG 0
10
20
30
40
5034
48
18
Fuel type of Car
Inference:•48 % the respondents are using petrol cars,•64 % of the respondents are using diesel cars, and•Remaining 18 % of the respondents are using LPG.
Mode of Media helps to create customer awareness:
Factor No. of Respondents Per cent age (%)
Through News papers 14 12
Through Television 11 09
Through Dealers 27 23
Through Visual ads 05 04
Through Family & friends 63 52
Total 120 100
0204060
12 923
4
52Mode of Media helps to create Customer awareness
Inference:•52 % of the respondents get awareness through family and friends. •23 % of the respondents get awareness through dealers. •12 % of the respondents get awareness through news papers. •9 % of the respondents get awareness through Television. •The remaining 4 % of the respondents get awareness through visual ads.
Attracting colours of Maruti Suzuki cars:
Factor No. of Respondents Per cent age (%)White 06 05Red 24 20
Silver 83 69Purple 04 03Blue 03 03
Total 120 100
White Red Silver Purple Blue0
10203040506070
5
20
69
3 3
Attracting Colours of Maruti Suzuki cars
Inference:•69 % of the respondents are attracted by silver coloured Maruti Suzuki cars.•20 % of the respondents are attracted by red coloured Maruti Suzuki cars.•5 % of the respondents are attracted by white coloured Maruti Suzuki cars.•3 % of the respondents are attracted by purple coloured Maruti Suzuki cars.•Remaining 3 % of the respondents are attracted by blue coloured Maruti Suzuki cars.
Do you satisfied with choice of colours available with Maruti Suzuki?
Factor No. of Respondents Per cent age (%)
Yes 106 88
No 14 12
Total 120 100
88 %
12 %
Yes
No
Choice of Colours available with Maruti Suzuki
Inference:•88 % of the respondents are satisfied with availability of colours with Maruti Suzuki cars.•Remaining 12 % of the respondents are not satisfied with availability of colours with Maruti Suzuki cars.
Customers’ Expectations from Dealers:
Factor No. of Respondents Per cent age (%)
Information about new cars 09 07
Information about mileage 20 17Information about loans &
insurance21 18
Information about services 12 10All the above Information 58 48
Total 120 100
0
10
20
30
40
50
717 18
10
48Customer Expectations from Dealers
Inference:•18 % of the respondents are expecting from their dealers regarding the information about loans and insurance.•17 % of the respondents are expecting from their dealers regarding the information about mileage.•10 % of the respondents are expecting from their dealers regarding the information about the services.•7 % of the respondents are expecting from their dealers regarding the information about new cars.•Most of respondents nearly 48 % are expecting from their dealers regarding all the information.
Customer planning for next New Car:
Factor No. of Respondents Per cent age (%)Within 1 Year 06 05
2 Years 07 063 Years 30 254 Years 45 37
More than 4 Years 32 27
Total 120 100
Within 1 Year
2 Years 3 Years 4 Years More than 4 Years
0
10
20
30
40
5 6
25
37
27Customer planning for next New car
Inference:•37 % of the respondents planed to purchase a next new car in within 4 years.•27 % of the respondents planed to purchase a next new car in more than 4 years.•25 % of the respondents planed to purchase a next new car in within 3 years.•6 % of the respondents planed to purchase a next new car in within 2 years.•Remaining 5 % of the respondents planed to purchase a next new car in within 1 year.
Customers’ Preference for the next New Car:
Factor No. of Respondents Per cent age (%)Maruti 800 06 05Wagon-R 28 23
Zen 19 16Swift 27 23
Esteem 12 10Others 28 23Total 120 100
Maruti 800 Wagon-R Zen Swift Esteem Others0
5
10
15
20
25
5
23
16
23
10
23Customers' preference for the next New car
•Inference:•23 % of the respondents preferred Wagon-R and /or other cars as their next new car.•23 % of the respondents preferred Swift as their next new car.•19 % of the respondents preferred Zen as their next new car.•10 % of the respondents preferred Esteem as their next new car.•Remaining 5 % of the respondents preferred Maruti-800 as their next new car.
Decision considers when buying a car:
Factor No. of Respondents Per cent age (%)Media 17 14Family 48 40Friends 30 25
Consultancy 24 20Others 01 01
Total 120 100
Media Family Friends Consultancy Others0
10
20
30
40
14
40
2520
1
Decision consider when buying a Car
Inference:•40 % of the respondents considered family at the time of decision taken to buy a new car.•25 % of the respondents considered friends at the time of decision taken to buy a new car.•20 % of the respondents considered consultancy at the time of decision taken to buy a new car.•14 % of the respondents considered media at the time of decision taken to buy a new car.•Remaining 1 % of the respondents considered family at the time of decision taken to buy a new
Awareness about all Maruti Suzuki Models:
Factor No. of Respondents Per cent age (%)
Yes 84 70
No 36 30
Total 120 100
70%
30 % Yes
No
Awareness about all Maruti Suzuki models
Inference:70 % of the respondents have awareness about all Maruti models.Remaining 30 % of the respondents not have the awareness about all Maruti models
Response for the various Additional Services offered by Maruti Suzuki:
FactorHighly
SatisfiedSatisfied
Neither satisfied
nor dissatisfied
DissatisfiedHighly
dissatisfiedTotal
RespondentsScore Mean
Free services 12 (10%)
30 (25%)
36(30%)
25(21%)
17(14%)
120 355 2.958
Free service camps
03(2%)
07(6%)
22(18%)
27(23%)
61(51%)
120 224 1.867
Discounts on accessories
07(7%)
33(28%)
47(39%)
15(12%)
18(15%)
120 356 2.967
Value added services for the
customers
24(20%)
22(18%)
53(44%)
13(11%)
08(7%)
120 401 3.342
Insurance facility 37(31%)
36(30%)
19(16%)
22(18%)
06(5%)
120 436 3.633
Warranty 36(30%)
42(35%)
19(16%)
11(9%)
12(10%)
120 439 3.6583
Contest for upgraded lucky
customers
09(8%)
27(22%)
39(32%)
27(23%)
18(15%)
120 342 2.850
Total 3.038
Weightages: 5 4 3 2 1
Inference:The overall mean score is 3.038, indicates that the respondents were satisfied towards
the additional services offered by Maruti Suzuki. In addition, we observed that the free service camps organized by Maruti Suzuki are dissatisfied (score- 224; mean- 1.867). It is suggested that the free service camps may be conduct to achieve the customer satisfaction only.
Feeling that the Services are Customer oriented:Factor No. of Respondents Per cent age (%)
Strongly agree 32 27Agree 52 43
Neither agree nor disagree
13 11
Disagree 18 15Strongly disagree 05 04
Total 120 100
Strongly agree
Agree Neither agree nor disagree
Disagree Strongly disagree
0
10
20
30
40
50
27
43
1115
4
Feeling that Services are Customer oriented
Inference:•43 % of the respondents are agreed that, the services of Maruti Suzuki are customer oriented.•27 % of the respondents are strongly agreed that, the services of Maruti Suzuki are customer oriented. •15 % of the respondents are disagreed that, the services of Maruti Suzuki are customer oriented.•11 % of the respondents are neither agreed nor disagreed that, the services of Maruti Suzuki are customer oriented.•Remaining 4 % of the respondents are agreed that, the services of Maruti Suzuki are customer oriented.
Factor Highly Satisfied
Satisfied Neither satisfied nor dissatisfied
Dissatisfied Highly dissatisfied
Total Respondents
Score Mean
Price levels 42(35%)
37(31%)
21(18%)
16(13%)
04(3%)
120 457 3.808
Fuel efficiency 25 (21%) 39 (32%) 23(19%)
14(12%)
19(16%)
120 397 3.308
Safety standards
22 (18%) 23 (19%) 42(35%)
16(13%)
17(14%)
120 377 3.142
Driving comfort &
comfort seats
24 (20%) 31 (26%) 37(31%)
19(16%)
09(7%)
120 402 3.350
Ease of repairs & replacement
of parts
43 (36%) 34 (28%) 24(20%)
13(11%)
06(5%)
120 455 3.792
Style & colour 38 (32%) 27 (22%) 27(23%)
18(15%)
10(8%)
120 425 3.542
Acceleration 20 (17%) 36 (30%) 19(16%)
16(13%)
29(24%)
120 343 2.858
After sale services
31 (26%) 33 (27%) 27(23%)
18(15%)
11(9%)
120 415 3.458
Resale value 31 (26%) 34 (28%) 19(16%)
22(18%)
14(12%)
120 406 3.383
Market population
47 (39%) 29 (24%) 38(31%)
16(13%)
13(10%)
120 458 3.817
Required maintenance
24 (20%) 29 (24%) 38(31%)
16(13%)
13(10%)
120 395 3.292
Total 3.432
Satisfaction towards the Features offered by Maruti Suzuki:Weightages: 5 4 3 2 1
Response towards Brand image:
Factor No. of Respondents Per cent age (%)Highly Satisfied 28 23
Satisfied 46 39Neither satisfied nor
dissatisfied31 26
Dissatisfied 11 09Highly dissatisfied 04 03
Total 120 100
05
10152025303540
23
39
26
93
Response towards Brand Image
Inference:•39 % of the respondents are satisfied with the brand image of the product.•26 % of the respondents are neither satisfied nor dissatisfied with the brand image of the product.•23 % of the respondents are highly satisfied with the brand image of the product.•9 % of the respondents are dissatisfied with the brand image of the product.•Remaining 3 % of the respondents are highly dissatisfied with the brand image of the product.
Attributes of brand to recommend as a Customer:
Factor No. of Respondents Per cent age (%)Price 24 20
Quality 19 16Comfort 12 10
Discounts & services 14 12All the above 51 42
Total 120 100
Price Quality Comfort Discounts & services
All the above0
10
20
30
40
2016
10 12
42Attributes of Brand to recommend as a Customer
Inference:•20 % of the respondents are giving preference to price.•16 % of the respondents are giving preference to quality.•12 % of the respondents are giving preference to discounts and services.•10 % of the respondents are giving preference to comfort.Most of respondents nearly 42% are giving preference to all the above factors.
Did you recommend others towards Maruti in any time?
Factor No. of Respondents Per cent age (%)
Yes 86 72
No 34 28
Total 120 100
72%
28% Yes
No
Recommend others towards Maruti Suzuki any time
Inference:•72 % of the respondents are recommended others towards Maruti.•Remaining 28 % of the respondents are not recommended others towards Maruti.
Did you face any difficulties with Maruti Suzuki cars?
Factor No. of Respondents Per cent age (%)
No 42 35
Yes 78 65
Total 120 100
35%
65%
No
Yes
Did you face difficulties with Maruti Suzuki?
Inference:•65 % of the respondents have faced difficulties with Maruti cars and •Remaining 35 % of the respondents have not faced any difficulties with Maruti cars.
Rank given by the respondents regarding the following brands:
BrandName
Rank1
Rank2
Rank3
Rank4
Rank5
Rank6
Rank7
TotalWeighted
ScorePercent
agesFinal Rank
Maruti Suzuki
22 28 39 11 08 08 04 120 605 17.74 2
Tata 13 08 24 22 18 27 08 120 463 13.58 4
Toyota 12 13 06 28 26 21 14 120 438 12.84 5
Ford 34 29 19 12 14 09 03 120 618 18.12 1
Hyundai 18 24 07 22 27 13 09 120 509 14.92 3
Honda 14 10 02 10 20 29 35 120 361 10.58 7
General Motors
07 08 33 15 07 13 47 120 416 12.19 6
Total 3410
Inference:From the above table we observed that, on the basis of ranking priority by the
respondents overall efficiency the Ford car got 1st rank, Maruti 2nd rank, Hyundai 3rd rank, Tata 4th rank, Toyota 5th rank, General Motors 6th rank and Honda got 7th rank.
Overall Satisfaction towards Maruti Suzuki:Factor No. of Respondents Per cent age (%)
Highly Satisfied 17 14Satisfied 68 57
Neither satisfied nor dissatisfied
21 17
Dissatisfied 08 07Highly dissatisfied 06 05
Total 120 100
0102030405060
14
57
177 5
Overall Satisfaction towards Maruti Suzuki
Inference:•57 % of the respondents are satisfied with the Maruti Suzuki.•17% of the respondents are neither satisfied nor dissatisfied with the Maruti Suzuki.•14 % of the respondents are highly satisfied with the Maruti Suzuki.•7 % of the respondents are dissatisfied with the Maruti Suzuki.•Only 5 % of the respondents are highly dissatisfied with Maruti Suzuki.
Chi square Test – Cross Tabulation
Existing car Vs New car:
Existing Car
Next new Car
Maruti 800
Wagon-R Zen Swift Esteem Others Total
Maruti 800 06 06 06 06 06 06 36
Wagon-R 18 24 12 28 12 08 102
Zen 18 19 12 19 12 08 88
Swift 18 24 12 27 12 08 101
Esteem 12 12 12 12 12 08 68
Others 18 24 12 28 12 08 102
Total 90 109 66 120 66 46 497
No significant difference between the opinions of the customers towards the existing car and next new car.
cal ≤ tab accept H0
H0: There is no significant difference between the opinions of the customers towards
the existing car and next new car.
Chi square Test – Cross Tabulation
No significant difference between the customer satisfaction and customer orientation opinions.
cal ≤ t ab accept H0
Overall Satisfaction
Customer Orientation
Highly Satisfied
Satisfied Neither satisfied
nor dissatisfied
Dissatisfied
Highly dissatisfied
Total
Strongly agree 17 32 21 08 06 84Agree 17 52 21 08 06 104
Neither agree nor disagree
13 13 13 08 06 53
Disagree 17 18 18 08 06 67Strongly disagree
05 05 05 05 05 25
Total 69 120 78 37 29 333
Overall Satisfaction Vs Customer Orientation:
H0: There is no significant difference between overall customer satisfaction and customer
orientation opinions.
Chi square Test – Cross Tabulation
No significant difference between the overall customer satisfaction and brand image of the company.
cal ≤ tab accept H0
Overall satisfaction Vs Brand image:
Overall Satisfaction
Brand image
Highly Satisfied
Satisfied Neither satisfied
nor dissatisfied
Dissatisfied
Highly dissatisfied
Total
Highly Satisfied 17 28 21 08 06 80Satisfied 17 46 21 08 06 98
Neither satisfied nor dissatisfied
17 31 21 08 06 83
Dissatisfied 11 11 11 08 06 47Highly
dissatisfied04 04 04 04 04 20
Total 66 120 78 36 28 328
H0: There is no significant difference between the overall satisfaction of the customers
and brand image the company.
FINDINGS•It is found that most of the customers (38 %) are using Swift, 20% of the respondents are using Zen and Esteem each, 15% of the respondents are using Maruti 800 and the remaining 6.67% of the respondents are using other Maruti cars.•The maximum no. of respondents (57 %) are using Maruti cars for the purpose of business work, 23 % are for personal work, 16 % are for their status, 3% are using for the Govt., work and remaining 1% of the respondents are using Maruti cars at the time of vacation.
•Silver colour is the most attracting colour for the respondents (69 %) when they buy a new Maruti car, 20 % red colour, 5 % white colour, 3 % purple colour and remaining 3 % of the respondents are attracted by blue coloured Maruti Suzuki cars.
•It is observed that 48 % of the respondents are expecting from their dealers regarding the information about loans and insurance, mileage, services, loans and information about new cars.
• The respondents (59 %) satisfied towards the additional services offered by Maruti Suzuki, 18 % are highly satisfied, 17 % are neither satisfied nor dissatisfied, 3 % are highly dissatisfied, and remaining 3 % of the respondents are dissatisfied with design of the Maruti Suzuki cars.
• It is found that 20 % of the respondents are giving preference to price,16 % prefer quality,12 % prefer discounts and services each,10 % of the respondents are giving preference to comfort and most of respondents nearly 42% are giving preference to all the above factors.
•It is concluded that 57 % of the respondents are satisfied with the Maruti Suzuki, 17% are neither satisfied nor dissatisfied, 14 % are highly satisfied, 7 % are dissatisfied and only 5 % of the respondents are highly dissatisfied with Maruti Suzuki.
•We observed that there is no significant difference between the opinions of the customers towards the existing car and next new car.
•We observed that there is no significant difference between overall customer satisfaction and customer orientation opinions.
Most of the respondents are not preferred the models like Maruti-800, due to traditional design and Tata’s Nano effect. So, it is suggested that the company should do some modifications for this model to increase the sales of this brand.
It is suggested that dealers should take necessary steps to improve satisfaction level of customers towards free service camps.
Nearly half the respondents are not getting the awareness towards the product through dealers. So, the dealers should create a lot of awareness programmes through different campaigns to attract the customers.
It is suggested that the company should attract the middle class people by providing low price vehicles like Tata’s Nano. It leads sustainable competitive advantage for Maruti Suzuki.
SUGGESTIONS
THANK YOU