Comparison of the level of satisfaction of the users of WagonR and Santro Car

Submitted in partial fulfillment ofMaster of Business Administration (MBA)

Program: 2015-16Of

KHANDELWAL COLLEGE OF MANAGEMENT SCIENCE &

TECHNOLOGY

Submitted To: Submitted By:Mr.Vishal Sharma AJAY KUMAR(Faculty of Management) MBA VI Sem

ACKNOWLEDGEMENT

The success of this final report is the outcome of Guidance and valuable suggestions provided by all the concerned without whom the report could not fide on the right back.

I would like to express my sincere gratitude to Director of Khandelwal College of Management Science and Technology for giving me an opportunity to do this project work.

I express my sense of deep gratitude to Mr.Vishal Sharma for their inclusions and timely suggestions in the preparation of this final report.

Finally, I will be failing in my duty, if I do not thank my parents, friends and well wishers for their enthusiastic support and who have directly or indirectly helped in some way or the other in making this final report a success.

DECLARATION

I Ajay Kumar hereby declare that the study titled “Comparison of the

level of satisfaction of the users of wagon-r and santro car “being

submitted by me for the partial fulfillment of the requirement for the

award of “MASTER OF BUSINESS ADMINISTRATION” by” The

whole study is a record of my own work.

CONTENTS

1. OBJECTIVE

2. CUSTUMER SATISFACTION

3. INTRODUCTION & COMPANY PROFILE

4. S.W.O.T ANALYSIS

5. METHODOLOGY

6. DATA ANALYSIS

7. FINDING

8. CONCLUSION

9. SUGGESTION

10. BIBLIOGRAPHY

11. QUESTIONNAIRE

Objective of Study

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

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

attract maximum number of customers.

To know which company offers better cars, better after sales

services and by which company cars customers are satisfied most.

To know the demand of Automobiles.

Competition from other car manufacturers.

To know the trend in Market.

To know which car is more demanded by Customers.

Through which strategies maximum customers are attracted

.

Customer Satisfaction

Maruti Suzuki, the country's largest car maker has ranked highest in

customer satisfaction with dealer service for a 14th consecutive year-

rated by a market researcher JD Power Asia Pacific. The study measures

overall satisfaction in five factors- service quality, vehicle pick-up,

service advisor, service facility and service initiation.

Overall customer satisfaction is measured on a 1,000-point scale, where

Maruti scored highest 876, while Hyundai and Honda scored 833 and

825 respectively. Hyundai is also the most improved brand in the study,

with significant improvements achieved across all five factors.

The study also calculated the satisfaction level among the vehicle buyers

who visited the authorised service centre for maintenance/repair work

within the first 2 years of vehicle ownership. It is also stated that the

overall quality of service showed a consistent strong performance across

the auto industry year over year.

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

indicate that the work was done correctly the first time, which is

consistent with 2012 results, 71 percent of owners indicate that their

vehicles were returned cleaner after the service--a 7 percent increase

from 2012".

Speaking on the same, JD Power Asia Pacific Executive Director Mohit

Arora, said, "The quality of service remains consistently high, evidence

that the automakers and their dealer networks are working hard to make

service a satisfying experience for their customers".

The 2013 India Customer Service Index Study is based on evaluations

from 7,477 vehicle owners. The study was fielded from May to August

2013 and includes owners who purchased their vehicle between May

2011 and August 2012.

There is an increase in manufacturers that are focused on delivering a

high-quality after-sales experience to customers, he added.

"With enhanced dealership facilities, better network reach and rigour in

process implementation, dealerships have been able to effectively

manage and deliver on customer expectations," Arora said.

The study, now in its 19th year, examines satisfaction among vehicle

owners who visit an authorized dealership service centre for

maintenance or repair work between the first 12 to 24 months of vehicle

ownership.

HISTORY OF INDIAN AUTOMOBILE

INDUSTRY

PRE- LIBERALIZATION PERIOD

Since Independence The Car Industry was closely monitored and

controlled by the government till 1981. Limited choices were available

to the car buyers due to the limited manufacturers and tight supply.

Hindustan Motors (HM) and Premier Automobile (PAL) that were set

up in 1940's dominated the vehicle market and industry. In the 1950s,

the arrival of Tata Motors, Bajaj Auto, and Mahindra & Mahindra led to

steadily increasing vehicle production in India, while the 1960s

witnessed the establishment of the two- and three-wheeler industry in

India.

But between 1970 to the economic liberalization of 1991, the automobile

industry continued to grow at a slow pace due to the many government

restrictions. However, the automotive industry witnessed tremendous

growth after the entry of Maruti Udyog in the 1980s.

In 1981 the government decided to review their car industry policy and

found that the segment was neglected and there was a big market

available for cars. The existing cars available in the market were costly

and technically less sound with compare to international standard. Then

government initiated dialogues with Suzuki Motors, a Japanese car

manufacturing company, finalized a joint venture, and formed a

company named Maruti Udyog Limited (MUL). The initial venture was

between Government of India with a share of 74% and Suzuki Motor

with a share of 26%.

That was a revolutionary step taken for the car industry in India. In 1983

MUL launched its first car in India (Maruti 800) with a price tag of

Rs.40,000/-.

This development was a big shock to the existing car manufacturers and

they also rushed to improve and increase their product line.

After the lifting of licensing in 1993 by government, 17 new ventures

came up, of which 16 are for manufacture of cars.

Today, almost all of the major global players are present in India. The

automotive industry is today a key sector of the Indian economy and a

major

foreign exchange earner for the country.

Government

1981 was the year when government taken a revolutionary initiative to

review and reform its policy related to car industry. Now getting

permission to produce cars in India is easier and new entrants are

coming almost every year. Government has also imposed heavy imposed

heavy import duties on imported vehicles to safeguard the car

manufactured locally.

POST- LIBERALIZATION PERIOD

Following the economic reforms of 1991, the automobile section

underwent deli censing and opened up for 100 percent Foreign Direct

Investment. A surge in economic growth rate and purchasing power led

to growth in the Indian automobile industry, which grew at a rate of 17%

on an average since the economic reforms of 1991.

India's automotive components industry is being urged by the

government to partner with overseas firms with the aim of making India

a platform for outsourcing as well as a global R&D hub. As the Indian

vehicle production industry has grown, so has the domestic supplier

industry. But the global auto industry's search for lower cost and more

international outsourcing has led to a sharp growth in component output

and exports in recent years.

The positive demographic factors, stable macro-economic environment

and pro-reform policies of the government, low manufacturing costs,

availability of skilled labor has attracted almost all major global auto

players making their way into India like GM, Ford, Daewoo, Honda and

Toyota The intense competition has compelled the manufacturers to

launch the latest global offering in India as early as possible. It has also

enabled to keep the prices of the vehicles under check. The consumers,

in turn, have benefited from wide choice of models, technologically

advanced cars and better service from the car manufacturers.

Major Manufacturers in Automobile Industry and their Cars

Hyundai Motor India Ltd.

Cars:-

Atos/Atoz/SantroCoupé/Tiburon/Tuscani,Dynasty,

Elantra/Avante/Lantra, Eon,Equus/Centennial,Excel,Scoupe,ix20,

Genesis,GenesisCoupe,Getz/Click/Getz,i10,i20,i30/i30cw/Elantra

Lavita/Matrix,Pony,Santamo,Sonata/i45, Stellar,Veloste

Honda

Cars:- Honda Brio,Jazz, City, Civic, Accord,CR-V

BMW

Cars:- 1 series,3 Series, 5 Series, 6 Series, 7 Series,X1, X3,X5,X6 and

Z4.

Other Automobile Companies are:-

Skoda

Toyota

Hindustan Motors

Ford

Toyota

Mahindra and Mahindra

General Motors

Mercedes

Maruti Suzuki’s Profile

In early 1980s Indian Govt decided to produce a small car, which would

be within buying reach of Indian middle class. The obvious place to

shop for technology was Japan, which had developed world class

capabilities in small cars by that time.It was not Toyota, or Nissan, or

Honda ,three largest player in Japan, but Suzuki, a much smaller

company with strong capabilities in making small cars. Suzuki grabbed

the opportunity with both hands and formed a joint venture with govt.

called Maruti Udyog.

Maruti Udyog Limited, a subsidiary of Suzuki Motor Corporation of

Japan, has been the leader of the Indian car market for about two

decades. Its manufacturing plant, located some 25 km south of New

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

with a capability to produce about half a million vehicles.

Maruti rolled out its 1st car, Maruti 800 with 800cc engine in December

1983. This model targeted at masses and was lanuched as “People’s

car”. In early 2003, Maruti Udyog, a joint venture between Suzuki and

Indian Govt. dominated India’s automobile market with 54% market

share and with annual production capacity of 5lac cars. The company

dominated Indian Small car market with a share of 100% in A seg, 45%

in B seg and 86% overall.

The company has a portfolio of 18 brands, including

Kizashi (Launched 2011)

Grand Vitara (Launched 2007)

SX4 (Launched 2007)

Estilo (Launched 2007)

Swift (Launched 2005)

Wagon R (Launched 1999)

Omni (Launched 1984)

Gypsy (Launched 1985)

Alto (Launched 1997)

800 (Launched 1983)

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

will compete with Toyota Innova, Mahindra Xylo, and Tata Sumo

Grande. In early 2012,

Suzuki Ertiga will be exported first to Indonesia in Completely Knock

Down car.

Maruti XA Alpha based compact SUV to compete with the Ford

EcoSport & Renault Duster will be launched in the year 2014.

In recent years, Maruti has made major strides towards its goal of

becoming Suzuki Motor Corporation's R and D hub for Asia. Maruti's

contribution as the engine of growth of the Indian auto industry, indeed

its impact on the lifestyle and psyche of an entire generation of Indian

middle class, is widely acknowledged.

In keeping with its leadership position, Maruti supports safe driving and

traffic management through mass media messages and a state-of-the art

driving training and research institute that it manages for the Delhi

Government.

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

owned cars (TrueValue), lease and fleet management service for

corporates (N2N), Maruti Insurance and Maruti Finance are now fully

operational.

Board of director

Mr. R. C. Bhargava

Chairman

Date of Birth : 30th July 1934

Education:

Indian Administrative Services (1st in batch)

Master of Sciences in Mathematics from Allahabad University

Master of Arts in Developmental Economics from Williams College, Williams Town, MA, USA

Professional Experience:

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

2003 : Director, Maruti Udyog Limited

1998 : President and CEO of RCB Consulting Private Limited, a management and human resource consultancy outfit with various domestic and international clients

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

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

1984-85 : Joint Managing Director Maruti Udyog Limited

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

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

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

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

Other Board Membership:

Dabur India Limited

Global Education Management Systems Private Limited

Grasim Industries Limited

IL&FS Limited

Optimus Global Services Limited

Polaris Software Lab Limited

RCB Consulting Private Limited

Taj Asia Limited

Thomson Press Limited

Ultra Tech Cement Company Limited

Mr. Kenichi Ayukawa

Managing Director & CEO

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

Born in 1955, Mr. Ayukawa has handled several key assignments at Suzuki Motor Corporation, Japan and in the Group's overseas operations.

Mr. Ayukawa served as Managing Director of Pak Suzuki Motor Company from May 2004 to June 2008.

He served as Director on the Board of Maruti Suzuki India Limited from July 2008 to March 2013.

Before taking charge as the Managing Director at Maruti Suzuki India Limited he served as Managing Executive Officer and Executive General Manager, Global Marketing at Suzuki Motor Corporation, Japan.

Mr. Osamu Suzuki

Director

Date of Birth: 30th January 1930

Education:

Graduate from the faculty of Law, Chuo University

Professional Experience:

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

2000: Chairman & CEO, Suzuki Motor Corporation

1978: President & CEO, Suzuki Motor Corporation

1973: Senior Managing Director, Suzuki Motor Corporation

1967: Managing Director, Suzuki Motor Corporation

1966: Director and General Manager, Suzuki Motor Corporation

1963: Director, Suzuki Motor Corporation

1958: Joined Suzuki Motor Company Limited

Other Board Membership:

Suzuki Motor Corporation

Suzuki Powertrain India Limited

SWOT Analysis

Strengths

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

mileage.

Weaknesses

Stagnated market share due to international brands. No exclusive product offering to attract the customer.

Opportunities

Fast growing automobile market. Increasing purchasing power parity.

Threats

Intense competition. Government regulations and increasing fuel prices. Improvement in public transport.

1.

Hyundai Motors Profile

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

Hyundai Motor Company, South Korea and is the second largest car

manufacturer and the largest passenger car exporter from India. HMIL

presently markets 54 variants of passenger cars across segments. The

Santro in the B segment, the Getz Prime, i10,Eon and the Premium

hatchback i20 in the B+ segment, the Accent and the Verna in the C

segment, the Sonata Embera in the E segment and the Tucson in the

SUV segment.

Hyundai Motor India Ltd, continuing with its tradition of being the

fastest growing passenger car manufacturer, registered total sales of

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

41.6% percent over CY 2010. In the domestic market it clocked a

growth of 13.6%percent with 30402 units in 2011, while overseas sales

grew by 11.2 percent, with exports accounting for 240,25 units in 2011.

HMIL's manufacturing plant is located near Chennai which has

advanced production quality and testing capabilities in the country.

Inorder to provide the Indian customer with global technology, HMIL

started its second plant in February 2008 which produces an additional

300,000 units per annum, raising HMIL's total production capacity to

600,000 units per annum. Apart from expansion of production capacity,

HMIL currently has 329 strong dealer network across India.

The production management processes at Hyundai Motor India are

overlaid with an organization-wide implementation of manufacturing

best practices like Just-in-time inventory management, Kaizen, TPM and

TQM, that help us in making the world's best cars, right here in India.

Hyundai Motor Company was established in 1967, Hyundai Motor Co.

has grown into the Hyundai-Kia Automotive Group which was ranked

as the world’s fifth-largest automaker in 2007 and includes over two

dozen auto-related subsidiaries and affiliates. Employing over 75,000

people worldwide, Hyundai vehicles are sold in 193 countries through

some 6,000 dealerships and showrooms.

Hyundai Motor Company, S.Korea, the parent of HMI, has been doing

considerable work on sustainable Environment Management . The

company has a well defined framework in place for developing products

that reduce pollutant emissions and processes for preservation of natural

resources and energy along all the stages of the product lifecycle from

production, sales, use to disposal and has been awarded the ISO 14001

certification for all its three major plants in Ulsan, Asan and Jeonju in

S.Korea.  

Hyundai deals in wide variety of cars which includes

Santro

Eon

i20

i10

Centennial

Lantra

Dynasty

Board of director

Chung Mong-koo (born March 19, 1938, in Gangwon Province) is the chairman of Hyundai Motor Group, the largest carmaker in South Korea. The Hyundai Motor Group consists of 42 subsidiaries and is the second

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

He was convicted of embezzlement and breach of fiduciary duty in February 2007, but was given a suspended sentence and was fully pardoned by President Lee Myung-bak.

As of March 2014, his net worth was $6.8 billion according to Forbes.

Education

Graduated, Kyungbock High School Bachelor of Science in industrial engineering, Hanyang University

Professional experience

2000–present: Chairman & CEO of Hyundai Motor Co. & Kia Motors Corp.

1996–1998: Chairman of Hyundai Group 1987–1998: CEO, Hyundai Motor Service 1986: CEO, Incheon Iron & Steel 1981: CEO, Hyundai Pipe 1977: CEO, Hyundai Precision & Industry

He also owns Innocean, a marketing agency, with his eldest daughter Chung Sung-yi.

Hyundai India Motor Ltd.Managing Director & CEO

Mr. Y K Koo is the Managing Director of Hyundai Motor India Limited. He joined Hyundai Motor Company, South Korea in 1984.

His experience with Hyundai Motor is over a period of 31 years, working on different assignments with HMC at various Global Locations.

Mr. Y K Koo has global experience in Sales and Marketing in world markets. Prior to Hyundai Motor India he was the General Director & COO of Hyundai Motor (CIS) for 5 years.

He had served in Hyundai Motor India in his earlier stint for over 9 years in two different roles during the period of 1997-2001 and 2008-2011 respectively. He was one of the founder members of Hyundai Motor India’s operation in 1997 and played a key role in building Sales and Marketing operation from 2008-2011.

Mr. Y K Koo - Core area of expertise includes:

Sales & Sales Planning, Product Planning Network Expansion & Development Sales Strategy & Marketing Strategy Development Marketing, Brand Promotions & PR Corporate & Rural Sales, Retail & Channel Finance

Used Cars Business, Customer & Channel Satisfaction, Sales & After Sales Service Process Improvement

Sales Training & Development, After Sales Service Sales Distribution & Logistics, Management Information System

& Dealer Management System

SWOT Analysis

Strengths Good dealership and brand visibility. Good servicing . Strong advertising.  The original powerful sporty small car.

Weaknesses Old brand with lesser innovations in design and technology.

Percieved as a car used in the car rental industry.

Opportunities Increasing purchasing power and growing target base.  Leverage strong brand name by more advertising. Newer innovations.

Threats Intense competition.. Government regulations and increasing fuel prices.   Improvement in public transport.

RESEARCH METHODOLOGY

Research Type:- Descriptive

Research Area:- Bareilly

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

Sampling Technique:-Convenience Sampling

Sources of Data:- Primary & Secondary Data

Data Collection Techniques:-

Primary Data:- Questionnaire

Secondary Data:- Internet

ANALYSIS & INTERPRETATION OF DATA FOR WAGON-R AND

SANTRO

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

28%

40%

32%

0-1 Year 1-5 Years

More than 5 Years

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

24%

48%

28%

0-1 Year1-5 YearsMore than 5 Years

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

car?

Out of sample of 25 people, 7 people are using wagon R car from less than 1 year, 8 people are using it since 5 years and rest 10 people are using it for more than 5 years.

Out of the 25 people , 6 people are using santro car for less than 1 year, 7 people are using it since from 5 years and rest 12 are using it for more than 5 years.

16%

48%

24%

12%

Highly attractiveGoodAverageCan't say

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

car?

20%

28%32%

20%

Highly attractiveGoodAverageCan't say

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

your car?

Out of sample of 25people, 4 people are highly attractive with the looks of the car, 6 people rate it as average, 12 people rate the looks of the car as good and rest 3 people can not say anything about it.

Out of the 25 people, 5 people are highly attractive with the looks of the car, 7 people rate it as average, 8 people rate the looks of the car as good and rest 5 people can not say anything about it.

48%

40%

12%

HighGoodPoor

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

your car?

20%

32%

48% HighGoodPoor

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

of your car?

Out of sample of 25 people,12 people thinks that the brand image of the car is high, 10 people thinks it as good and rest 3 people thinks that the car’s brand image is poor.

Out of the 25 people, 5 people thinks that the brand image of the car is high, 8 people thinks it as good and rest 12 people thinks that the car’s brand image is poor.

32%

40%

12%

16%

Highly satisfiedSatisfieddissatisfiedHighly dissatisfied

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

of your car?

12%

28%

32%

28%

Highly satisfiedSatisfieddissatisfiedHighly dissatisfied

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

Out of sample of 25 people, 8 people are highly satisfied with the technology of the car, 10 people are satisfied, 3 people are dissatisfied about the technology and rest 4 people are highly dissatisfied.

Out of the 25 people, 8 people are highly satisfied with the technology of the car, 7 people are satisfied, 8 people are dissatisfied about the technology and rest 7 people are highly dissatisfied.

28%

52%

20%

HighAveragePoor

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

40%

36%

24%

HighAveragePoor

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

your car?

Out of sample of 25 people, 7 people rate the mileage of their wagonR car as high, 13 people rate it as average and rest 5 people rate their car’s mileage as poor.

Out of the 25 people, 10 people rate the mileage of their santro car as high, 9 people rate it as average and rest 6 people rate their car’s mileage as poor.

36%

64%

High Low

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

your car?

25%

75%

HighLow

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

when compared with others in the same segment.

Out of sample of 25 people, 9 people said that the maintenance charges of their car are high and 16 people said that they have low maintenance charges.

Out of the 25 people, 6 people said that the maintenance charges of their car are high and 18 people said that they have low maintenance charges.

16%

40%

24%

20%

CostlyValue of moneyCompetitiveCan't say

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

when compared with others in the same segment.

24%

24%32%

20%

CostlyValue of moneyCompetitivecan't say

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

spars part of car?

Out of sample of 25 people, 4 people said that their car’s price is costly, 10 people said it is value of money, 6 people said that price is competitive and rest 5 people can’t say anything about it.

Out of the 25 people, 6people said that their car’s price is costly, 6 people said it is value of money, 8 people said that price is competitive and rest 5 people can’t say anything about it.

32%

40%

12%

16%

Very satisfiedSatisfiedDissatisfiedhighly dissatisfied

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

spars part of car?

16%

20%

32%

32%

Very satisfiedSatisfiedDissatisfiedhighly dissatisfied

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

services schemes of the car?

Out of sample of 25 people, 8 people are very satisfied with the availability of spare parts of car, 10 people are satisfied, 3 people are dissatisfied about it and rest 4 people are highly dissatisfied.

Out of the 25 people,4 people are very satisfied with the availability of spare parts of car, 5 people are satisfied, 8 people are dissatisfied about it and rest 8 people are highly dissatisfied.

32%

40%

20%

8%

Very satisfiedSatisfiedDissatifiedHigly Dissatified

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

services schemes of the car?

8%

12%

40%

40%Very satisfiedSatisfiedDissatisfiedhighly Dissatisfied

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

Out of sample of 25 people, 8 people are very satisfied with the after sales services of the car, 10 people are satisfied, 5 people are dissatisfied about it and rest 2 people are highly dissatisfied.

Out of the 25 people ,2 people are very satisfied with the after sales services of the car, 3 people are satisfied, 10 people are dissatisfied about it and rest 10 people are highly dissatisfied.

20%

32%

32%

16%

Highly attractiveGoodAverageCan't say

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

8%

16%

40%

36%

Highly attractiveGoodAveragecan't say

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

your car?

Out of the sample of 25 people, 5 people are highly attractive towards the resale value of the car, 8 people said that it’s resale value is good, 8 people said it is average and rest 4 people can not say anything about it.

Out of the 25 people, 2people are highly attractive towards the resale value of the car,4 people said that it’s resale value is good, 10 people said it is average and rest 9 people can not say anything about it.

32%

40%

20%

8%

Very goodGoodAverageBad

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

your car?

24%

20%40%

16%

Very goodGoodAverageBad

Q.12) Would you recommended your friends, relatives

to buy Wagon R?

Out of sample of 25 people, 8 people said that the overall performance of their car is very good, 10 people said that it is good, 5 people said that it is average and rest 2 people said that their car’s overall performance is bad.

Out of the 25 people, 6 people said that the overall performance of their car is very good, 5 people said that it is good, 10 people said that it is average and rest 4 people said that their car’s overall performance is bad.

80%

20%

YesNo

Q.12) Would you recommended your friends, relatives

to buy santro?

92%

8%

YesNo

FINDINGS

Out of sample of 25 people, 20 people will recommend their friends & relatives to buy WagonR car but 5 people will not going to recommend the car to others.

Out of the 25 people, 23 people will recommend their friends & relatives to buy santro car but 2 people will not going to recommend the car to others.

1.Majority of people have been used WagonR car for long period of time

than Santro.

2.Most of people have rated to WagonR car as good car in comparison

with Santro.

3.WagonR car has an good brand image in their customer’s mind.

4.WagonR car has good technology whereas Santro car were not

satisfied for its technology.

5.WagonR car has good mileage than Santro.

6.Santro car has low maintenance charges.

7.Santro car has competitive price in same segment.

8.WagonR car users were satisfied with its spars parts availability.

9.WagonR gives good after sales services and satisfies its customers

than Santro users.

10.WagonR has good resale value over Santro.

11.In case of overall performance WagonR is good in comparison with

Santro.

12.A large no. of people may be future customer of WagonR car.

Conclusion

Maruti suzuki is good in its marketing strategy and shows good results.

And as Maruti has its vast network of dealers and service centers they

are able to provide good after sales services and are able to maintain

good relationship with customers which is their strongest point. Maruti

is also benefited with its goodwill and Brand name which is already

there in market. So Maruti can use these as an opportunity to bring new

and innovative car models in market and try to attract more and more

customers. It can be seen that Maruti is trying to attract customers from

all segments by launching cars like sx4, Swift, Ritz but their main

preference is “A” segment cars only

Hyundai strategies of endorsing their products with celebrities has got a

very good response but Hyundai should advertise better to create a good

picture of its products by transferring the key good things about its cars.

Hyundai has a good tract record of having successful diesel mid size

cars in its portfolio and it should encash the same opportunity to launch

the diesel versions of small car before Maruti too have competitive

advantage. And Hyundai should also try to increase their service centers

so that customers can find it convenient.

Suggestions and Recommendations

Car companies should give more focus on making effective Advertisements.

As people prefer price, performance, less price car should be availed in the market with effective performance, fuel efficiency etc.

Company should provide effective finance scheme by which their customer group can be increased.

Fiat should increase brand awareness + promotional activities among people , TATA should work upon reducing maintenance cost , increase other attributes performance fuel efficient etc.

Hyundai should work upon increasing performance, fuel efficiency by which its resale value can be increased.

Maruti should try to maintain its market by continuously providing good attributes ,also should introduce less price cars.

BibliographyBooks

Marketing

Kotler, P. (Year). Marketing Management. New Delhi: Publisher.

Marketing Management –Sharma Arun

Magazines Auto Drive

Indian Auto

Over Drive

Websites

www.marutisuzuki.com

www.hyundai.com

www.google.com

www.autoindia.com

www.overdrive.com

www.wikipedia.com www.netmba.com

Comparison of the level of satisfaction of the users of WagonR and Santro Car

QUESTIONNAIRE

PERSONAL DETAILS:-

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

Email: -----------------------------------------------------------------------------

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

a) 0-1 Year b) 1-5 years

c) more than 5 years

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

a) Highly Attractive b) Good

c) Average d) Can’t Say

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

a) High b) Good

c) Poor

Q.4) How much are you satisfied with the technology of your car?

a) Highly Satisfied b) Satisfied

c) dissatisfied d) Highly Dissatisfied

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

a) High b) Average

c) Poor

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

a) High b) Low

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

others in the same segment.

a) Costly b) Value of money

c) Competitive d) Can’t Say

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

a) Highly Satisfied b) Satisfied

c) dissatisfied d) Highly Dissatisfied

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

a) Highly Satisfied b) Satisfied

c) dissatisfied d) Highly Dissatisfied

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

a) Highly Attractive b) Good

c) Average d) Can’t Say

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

a) Very Good b) Good

c) Average c) Bad

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

a) Yes b) No

THANKS

Comparison of the level of satisfaction of the users of WagonR and Santro Car

QUESTIONNAIRE

PERSONAL DETAILS:-

Name: ---------------------------------- Designation : ----------------------------

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

Email: -----------------------------------------------------------------------------

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

a) 0-1 Year b) 1-5 years

c) more than 5 years

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

a) Highly Attractive b) Good

c) Average d) Can’t Say

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

a) High b) Good

c) Poor

Q.4) How much are you satisfied with the technology of your car?

a) Highly Satisfied b) Satisfied

c) dissatisfied d) Highly Dissatisfied

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

a) High b) Average

c) Poor

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

a) High b) Low

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

others in the same segment.

a) Costly b) Value of money

c) Competitive d) Can’t Say

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

a) Highly Satisfied b) Satisfied

c) dissatisfied d) Highly Dissatisfied

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

a) Highly Satisfied b) Satisfied

c) dissatisfied d) Highly Dissatisfied

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

a) Highly Attractive b) Good

c) Average d) Can’t Say

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

a) Very Good b) Good

c) Average c) Bad

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

a) Yes b) No

THANKS