Comparative Study on Customer Satisfaction in Services Provided by Maruthi Suzuki and Tata Motors. After-sales is the provision of services, support and spare parts after making an initial sale. This often occurs in the provision of complex machinery which requires regular maintenance such as motor vehicles. Customer service is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees "who can adjust themselves to the personality of the guest". Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. Visit http://www.projectskart.com/p/contact-us.html for more information.
Study on customer satisfaction with special reference to Mahindra & MahindraAshish Gupta
This project is a part of our university dissertation and shows the appreciation and satisfaction level, tastes and preference of consumer towards Mahindra & Mahindra and how the company be a common name is Indian.
Study on customer satisfaction with special reference to Mahindra & MahindraAshish Gupta
This project is a part of our university dissertation and shows the appreciation and satisfaction level, tastes and preference of consumer towards Mahindra & Mahindra and how the company be a common name is Indian.
COMPANY OVERVIEW:
• History of Hero Motocorp
• Mission, Vision and Objectives of Hero Motocorp
• Milestones of Hero Motocorp
• Organizational Structure of Hero Motocorp
• Product line of Hero Motocorp
• Major competitors of Hero Motocorp
Corporate governance at hero motocorp
Social responsibility at hero
Ethical practices at hero
Environmental analysis
Strategy formulation
Corporate strategies
Important strategic move of hero motocorp
Competitor analysis
Customer satisfaction on services provided by maruthi suzuki and tata motorsProjects Kart
A comparative stud on customer satisfaction with regards to services provided by Maruthi Suzuki India Pvt. Ltd. and Tata Motors. This project report has a detailed questionnaire to understand the customer satisfaction in Hassan, Karnataka. Visit http://www.projectskart.com/p/contact-us.html for more information.
COMPANY OVERVIEW:
• History of Hero Motocorp
• Mission, Vision and Objectives of Hero Motocorp
• Milestones of Hero Motocorp
• Organizational Structure of Hero Motocorp
• Product line of Hero Motocorp
• Major competitors of Hero Motocorp
Corporate governance at hero motocorp
Social responsibility at hero
Ethical practices at hero
Environmental analysis
Strategy formulation
Corporate strategies
Important strategic move of hero motocorp
Competitor analysis
Customer satisfaction on services provided by maruthi suzuki and tata motorsProjects Kart
A comparative stud on customer satisfaction with regards to services provided by Maruthi Suzuki India Pvt. Ltd. and Tata Motors. This project report has a detailed questionnaire to understand the customer satisfaction in Hassan, Karnataka. Visit http://www.projectskart.com/p/contact-us.html for more information.
Marketing strategies in automobile industry in indiaRaagini m
EXECUTIVE SUMMARY
Marketing is the action or business of promoting and selling products or services, including market research, strategies, advertising, etc.
Indian Automobile Industry is one of the largest in the world. It contributes to 7.1% of country’s GDP.
In this research, the marketing strategies that are taken up by the automobile manufacturers to grow and sustain in the Indian Market is discussed. This research is secondary in nature. For this purpose, two of the leading automobile companies are taken – Tata Motors Ltd and Hyundai Motors India Ltd (HMIL).
3 major criteria are taken to carry out this research:
a) 4P’s of Marketing
b) SWOT analysis
c) Pest Analysis
Conclusion – Tata Motors is in a better position than HMIL due to the following reasons:
Tata has a well-established brand name
It is almost in all segments of the automobile market.
It is socially more active and giving than HMIL
Consumer behavior towards bajaj pulsar 150 ccProjects Kart
Consumer behavior towards Bajaj Pulsar 150 cc in Hassan city. This project focuses on consumer behavir towards Bajaj Pulsar 150 CC bike, colours, price, model and specifications in Hassan city. We will start with learning the backgroud of the product. The Encyclopaedia describes a motorcycle as a bicycle or tricycle propelled by an internal-combustion engine (or, less often, by an electric engine).
The motors on minibikes, scooters, and mopeds, are usually air-cooled and range from 25 to 250 cubic cm (1.5 to 15 cubic inches) in displacement, the multiple-cylinder motorcycles have displacements of more than 1,300 cubic cm.
The automobile was the reply to the 19th-century dream of self-propelling the horse-drawn carriage. Similarly, the invention of the motorcycle created the self-propelled bicycle. The first commercial design was a three-wheeler built by Edward Butler in Great Britain in 1884. This employed a horizontal single-cylinder gasoline engine mounted between two steer able front wheels and connected by a drive chain to the rear wheel.
When we think about refreshment, the first thing that comes to our mind is coffee or tea. Most people prefer coffee and most prefer tea and these two drinks have become a part of a human being’s life.
Here we (I) have concentrated on coffee which is considered as a traditional drinks especially in south India. People here start their everyday life with a cup of coffee. Not only in south India but in all parts of the world people are so dependent and addicted to coffee that it acts as a daily schedule to every body every where. But this coffee is not grown in all parts of the world but is grown in very few places with right kind or weather, atmosphere and most important of all, the soil of that region.
world health, who, carcinogen, caffeine, cancer, health benefits, MBA mini projects, projectskart, short projects, summer internship project,
The sugar industry occupies a major portion in the (organization) industries of India. The sugar industries have rank second next to cotton and textile industries. The sugar industry started since 1830. China is the first producer of sugar in the world. It provides highest direct employment opportunities.
The sugar industry is one of the important Ago-based industry of the country India is the fourth major sugar production in the world. The first three is Russia, Brazil and Cuba. Sugar industry provides direct employment to nearly 3lakh persons this industry supports about 25 million agriculturists. It pay’s both to the central government and the state government about Rs.350 crores by way of different taxes. The capital employed in the industry is of the order of Rs.780 crores. There are about 414 mills producing sugar, which are spread all over the country.
When we think about refreshment, the first thing that comes to our mind is coffee or tea. Most people prefer coffee and most prefer tea and these two drinks have become a part of a human being’s life.
Here we (I) have concentrated on coffee which is considered as a traditional drinks especially in south India. People here start their everyday life with a cup of coffee. Not only in south India but in all parts of the world people are so dependent and addicted to coffee that it acts as a daily schedule to every body every where. But this coffee is not grown in all parts of the world but is grown in very few places with right kind or weather, atmosphere and most important of all, the soil of that region. It is usually grown in hill stations with adequate amount of rainfall and such places which are high above sea level. Therefore in India, Karnataka is such a place, especially South Karnataka which produces the highest amount of coffee in whole India. Most parts of Karnataka such as Chikmagalur district and many parts in Hassan District, and also Coorg.
A Study on Sugar Industry at Chamundeshwari SugarProjects Kart
The discovery of sugarcane from which sugar was produced had been known since thousands of years. It is thought to have originated in New Guinea, and was spread along routes to Southeast Asia and India. The process known for creation of sugar, by pressing out the juice and then boiling it into crystals, was developed in India around 500 BC.
Its cultivation was not introduced into Europe until the middle-ages, when it was brought to Spain by Arabs to thrive in a most favorable climate.
Study on Inventory Management at Reid & Taylor (India) LtdProjects Kart
Inventory is a list of goods and materials, or those goods and materials themselves, held available in stock by a business. Inventory management is primarily about specifying the size and placement of stocked goods. Inventory management is required at different locations within a facility or within multiple locations of a supply network to protect the regular and planned course of production against the random disturbance of running out of materials or goods. The scope of inventory management also concerns the fine lines between replenishment lead time, carrying costs of inventory, asset management, inventory forecasting, inventory valuation, inventory visibility, future inventory price forecasting, physical inventory, available physical space for inventory, quality management, replenishment, returns and defective goods and demand forecasting.
Study on Working Capital Management at PNBProjects Kart
The prime objective of any business is to maximize the value of the company and to maximize the wealth of its shareholders. Working capital management has its own role to play in attaining this goal. Working capital is the funds required for day to day working in a business concern. The working capital management involves deciding upon the amount and composition of current assets and how to finance those assets. There should be a proper trade off between risk and profitability in each decision relating to it. This project work has been undertaken to know the procedures involved in the working capital management in PUNJAB NATIONAL BANK. An attempt is made to study the factors contributing towards working capital and the sources on which the company is depending for funds. The research study was also conducted to derive working capital ratios, to know the performance and efficiency of working capital management and to know the kind of policy adopted in this part of the management. For analyzing the factors and conditions influencing working capital tables and graphs were drawn based on the study. pubjab national bank mba project, summer internship 2017, project reprot, punjab national bank pdf, risk, project report pdf, project report, customer satisfaction in punjab national bank
Study on Mutual Fund is the Better Investment PlanProjects Kart
Mutual funds have become a hot favorite of millions of people all over the world. The driving force of mutual fund is the ‘safety of the principal’ guaranteed, plus the added advantage of capital appreciation together with the income earned in the form of interest or dividend. People prefer Mutual Funds to bank deposits, life insurance and even bond because with a little money, they can get into the investment game. One can own string blue chips like ITC, TISCO, Reliance etc., through mutual funds. Thus, mutual funds act as a gateway to enter into big companies hitherto inaccessible to an ordinary investor with his small investment.
Study on Store Environment and Merchandising Mix at Big BazaarProjects Kart
Retailing consists of those business activities involved in the sale of goods and services to consumers for their personal, family, or household use. Retailing comprises of four elements customer orientation, coordinated effort, value-driven, and goal orientation. The word "Retail" originates from a French-Italian word. Retailer-someone who cuts off or sheds a small piece from something. Retailing is the set of activities that markets products or services to final consumers for their own personal or household use. It does this by organizing their availability on a relatively large scale and supplying them to customers on a relatively small scale. Retailer is a Person or Agent or Agency or Company or Organization who is instrumental in reaching the Goods or Merchandise or Services to the End User or Ultimate Consumer.
Initial Public Offers and Due DiligenceProjects Kart
This report, as the Title “Initial Public Offers and Due Diligence: The Role of a Investment Banker”, is an attempt to bring forth the importance of the process of Due Diligence and the significance of the vital role played by the Investment Banker in managing the issue of an Initial Public Offer (IPO).
When a Company issues an IPO, it means it is going public. The issue of an IPO introduces a great degree of transparency in a Company‟s operations. All the relevant and updated information pertaining to the company is laid down before the investors so that they may make an investment decision. Again, there are set procedures, rules, regulations and laws to be followed in laying down this information before the investors. A document called the Prospectus‟ must be prepared. The Prospectus captures all the necessary information that is to be made available to the investors. Apart from the Prospectus, there are various other company documents that need to be verified and summarized in order to present them before the investors.
Influence of ADR on Underlying Stock PricesProjects Kart
Globalization has opened the door for the investors to avail various investment avenues across the globe. American Depository Receipt (ADR) is one such opportunity to the investing community. The ADR is a proxy for the Indian shares to enable them to be traded in the American stock exchanges. Various studies conducted on Depository Receipts (DRs) have shown that the trading on the DR sin the foreign market has its influence in the home country’s stock in terms of price, volatility and volume. This interested me and this project is concerned about studying “Whether the price fluctuations of ADR affect the corresponding Indian share prices?”
After the liberalization of the economy in 1991, the corporatist started sourcing their capital from both domestic and foreign markets. The Indian shares cannot be directly listed in the American stock exchanges. ADRs have been very helpful in this purpose. So a custodian bank receives the shares as deposit and issues receipt to the market. These receipts are issued in appropriate ratio to the shares deposited with the depository. The market players in the stock exchanges trade these receipts.
Impact of ERP on Organizational Functions in Retail SectorProjects Kart
The business environment has changed more in the last five years than it did in the previous five decades. Winning in today’s business climate requires more than just providing high-quality, low-cost products to customers, when and how the customers want them. The ability to respond to new customer needs and seize market opportunities as they arise, without compromising on the profitability of the firm is critical for the success of any organization. Competitive pressures frequently force manufacturers to decrease prices in spite of the fact that their internal costs continue to rise. Enterprises are continuously striving to improve themselves in the areas of quality, time to market, customer satisfaction, performance and profitability. Making informed business decisions in this manner would enable organizations to accomplish their business growth and at the same time enable them to utilize the information to competitive advantage. To make it possible for the companies to execute this vision, there is a need for an infrastructure that will provide information across all functions and locations within the organization and this is the Enterprise Resource Planning (ERP) solution available in the market today.
The Impact of Creativity and Wow Factor in AdvertisingProjects Kart
The approach used in this report is a case study approach. It essentially deals with two aspects; creativity and WOW factor. These two terms have been defined and the impact they have in advertising has been studied. The objectives of doing such a study were to understand creativity, to define it and to find factors that elicit a WOW response from viewers.
Impact of Advertisements on Investors at HDFC Standard Life InsuranceProjects Kart
This project is managing study on “Impact of advertisement on Investors – A case study in HDFC Standard Life Insurance” The scope of study is regarding the advertisements and therefore the presence of HDFC SLIC with relation to in door advertisements and their advertisements & their effectiveness & out door advertisements, however the folks wish to watch them. to understand the notice within the public like better to watch the ads and medium.
Impact of Advertising on Customers in Tata MotorsProjects Kart
The consumer durable market in India has been very competitive in the recent years, with opening up of market for international players due to liberalization; the domestic players are facing a tough competition. So it‟s time for domestic companies to frame new strategies for their production and marketing activities. An evaluation of the effectiveness of the past activities of a company will enable the company in framing these new strategies. Such an effort has been made through this market research to know the http://www.projectskart.com/ on Customers in TATA MOTORS (A case study in AUTO MATRIX, HASSAN).
Recruitment and Selection at Aviva Life InsuranceProjects Kart
The MBA project titled “RECRUITMENT AND SELECTION” Undertaken in AVIVA life insurance.
AVIVA is a UK based insurance group. It has a long history dating back to 1834 and has a joint venture with DABUR groups. Aviva holds a 26 per cent stake in the joint venture and the Dabur group holds the balance 74 per cent share.
It is one of the leading providers of life and pensions products to Europe and has substantial businesses elsewhere around the world.
The project report is about recruitment and selection process that‟s an important part of any organization. Which is considered as a necessary asset of a company? In fact, recruitment and selection gives a home ground to the organization acumen that is needed for proper functioning of the organization.
Financial Freedom through Reverse MortgageProjects Kart
The world population structure shows that population worldwide is ageing owing to exaggerated longevity of older folks and small birth rates in developed and most developing countries. Visit www.projectskart.com for more information. In Asian nation alone, statistics show that variety of older as a proportion of population can show a 107% growth, from 113 million in 2016 and 179 million by 2026 severally.
Financial Analysis on Recession Period at M&M TractorsProjects Kart
Financial ANalysis (also stated as financial plan analysis or accounting analysis) refers to an assessment of the viability, stability and profitable of a business, sub-business or project. Visit www.projectskart.com for more information. It is performed by professionals World Health Organization prepare reports exploitation ratios that create use of data taken from monetary statements and different reports. These reports area unit typically given to prime management mutually of their bases in creating business selections.
Effective Supply Chain Management as a Strategic AdvantageProjects Kart
TSS was established in 1913 and since then it has been in Sirsi. The products have got their own brand image and also customers. Based on the service provided by TSS to its customers we can know how the organization considers its customers and its products to the customers. A study Effective supply chain management as a strategic advantage at TSS is undertaken for assessing the supply towards the customers and to understand the expectations of the customers towards arecanut and its products which will in turn help to take appropriate action by the management for removing the loop holes.
Brand Awareness of Spencer's and Comparative Analysis with Big BazaarProjects Kart
By 2004 the retail industry was growing rapidly in India, and Spencer's Retail decided to pursue an aggressive expansion strategy. The company had the customers, the products, and the employees to make it happen. It just needed an IT infrastructure that could support rapid growth. Visit http://www.projectskart.com/p/contact-us.html for more information. Current servers were at capacity, and the company needed to upgrade before adding new stores. Amit Mukerjee, Group CIO of the RPG Group, describes the challenge as part of the learning curve for retail development in India. ―Retailing is a new business in this country. As the business matures, the process matures, and IT systems must evolve accordingly. The company also needed an enterprise resource planning (ERP) solution to handle critical processes such as supply-chain management. It decided to implement mySAP ERP, now called SAP ERP, and realized the solution needed to run on high-performance servers. Spencer's Retail evaluated several possibilities, including servers from HP, IBM, and Sun Microsystems. It decided to build its IT infrastructure on Sun systems for several reasons. Sun SPARC Enterprise Servers had the performance and scalability needed to sustain its business, and they delivered higher performance at less cost. Sun's knowledge of the retail space in India, as well as its long history with RGP Enterprises, were also deciding factors.
"Trans Failsafe Prog" on your BMW X5 indicates potential transmission issues requiring immediate action. This safety feature activates in response to abnormalities like low fluid levels, leaks, faulty sensors, electrical or mechanical failures, and overheating.
In this presentation, we have discussed a very important feature of BMW X5 cars… the Comfort Access. Things that can significantly limit its functionality. And things that you can try to restore the functionality of such a convenient feature of your vehicle.
What Does the PARKTRONIC Inoperative, See Owner's Manual Message Mean for You...Autohaus Service and Sales
Learn what "PARKTRONIC Inoperative, See Owner's Manual" means for your Mercedes-Benz. This message indicates a malfunction in the parking assistance system, potentially due to sensor issues or electrical faults. Prompt attention is crucial to ensure safety and functionality. Follow steps outlined for diagnosis and repair in the owner's manual.
Core technology of Hyundai Motor Group's EV platform 'E-GMP'Hyundai Motor Group
What’s the force behind Hyundai Motor Group's EV performance and quality?
Maximized driving performance and quick charging time through high-density battery pack and fast charging technology and applicable to various vehicle types!
Discover more about Hyundai Motor Group’s EV platform ‘E-GMP’!
Things to remember while upgrading the brakes of your carjennifermiller8137
Upgrading the brakes of your car? Keep these things in mind before doing so. Additionally, start using an OBD 2 GPS tracker so that you never miss a vehicle maintenance appointment. On top of this, a car GPS tracker will also let you master good driving habits that will let you increase the operational life of your car’s brakes.
Why Is Your BMW X3 Hood Not Responding To Release CommandsDart Auto
Experiencing difficulty opening your BMW X3's hood? This guide explores potential issues like mechanical obstruction, hood release mechanism failure, electrical problems, and emergency release malfunctions. Troubleshooting tips include basic checks, clearing obstructions, applying pressure, and using the emergency release.
Symptoms like intermittent starting and key recognition errors signal potential problems with your Mercedes’ EIS. Use diagnostic steps like error code checks and spare key tests. Professional diagnosis and solutions like EIS replacement ensure safe driving. Consult a qualified technician for accurate diagnosis and repair.
Comprehensive program for Agricultural Finance, the Automotive Sector, and Empowerment . We will define the full scope and provide a detailed two-week plan for identifying strategic partners in each area within Limpopo, including target areas.:
1. Agricultural : Supporting Primary and Secondary Agriculture
• Scope: Provide support solutions to enhance agricultural productivity and sustainability.
• Target Areas: Polokwane, Tzaneen, Thohoyandou, Makhado, and Giyani.
2. Automotive Sector: Partnerships with Mechanics and Panel Beater Shops
• Scope: Develop collaborations with automotive service providers to improve service quality and business operations.
• Target Areas: Polokwane, Lephalale, Mokopane, Phalaborwa, and Bela-Bela.
3. Empowerment : Focusing on Women Empowerment
• Scope: Provide business support support and training to women-owned businesses, promoting economic inclusion.
• Target Areas: Polokwane, Thohoyandou, Musina, Burgersfort, and Louis Trichardt.
We will also prioritize Industrial Economic Zone areas and their priorities.
Sign up on https://profilesmes.online/welcome/
To be eligible:
1. You must have a registered business and operate in Limpopo
2. Generate revenue
3. Sectors : Agriculture ( primary and secondary) and Automative
Women and Youth are encouraged to apply even if you don't fall in those sectors.
What Exactly Is The Common Rail Direct Injection System & How Does It WorkMotor Cars International
Learn about Common Rail Direct Injection (CRDi) - the revolutionary technology that has made diesel engines more efficient. Explore its workings, advantages like enhanced fuel efficiency and increased power output, along with drawbacks such as complexity and higher initial cost. Compare CRDi with traditional diesel engines and discover why it's the preferred choice for modern engines.
𝘼𝙣𝙩𝙞𝙦𝙪𝙚 𝙋𝙡𝙖𝙨𝙩𝙞𝙘 𝙏𝙧𝙖𝙙𝙚𝙧𝙨 𝙞𝙨 𝙫𝙚𝙧𝙮 𝙛𝙖𝙢𝙤𝙪𝙨 𝙛𝙤𝙧 𝙢𝙖𝙣𝙪𝙛𝙖𝙘𝙩𝙪𝙧𝙞𝙣𝙜 𝙩𝙝𝙚𝙞𝙧 𝙥𝙧𝙤𝙙𝙪𝙘𝙩𝙨. 𝙒𝙚 𝙝𝙖𝙫𝙚 𝙖𝙡𝙡 𝙩𝙝𝙚 𝙥𝙡𝙖𝙨𝙩𝙞𝙘 𝙜𝙧𝙖𝙣𝙪𝙡𝙚𝙨 𝙪𝙨𝙚𝙙 𝙞𝙣 𝙖𝙪𝙩𝙤𝙢𝙤𝙩𝙞𝙫𝙚 𝙖𝙣𝙙 𝙖𝙪𝙩𝙤 𝙥𝙖𝙧𝙩𝙨 𝙖𝙣𝙙 𝙖𝙡𝙡 𝙩𝙝𝙚 𝙛𝙖𝙢𝙤𝙪𝙨 𝙘𝙤𝙢𝙥𝙖𝙣𝙞𝙚𝙨 𝙗𝙪𝙮 𝙩𝙝𝙚 𝙜𝙧𝙖𝙣𝙪𝙡𝙚𝙨 𝙛𝙧𝙤𝙢 𝙪𝙨.
Over the 10 years, we have gained a strong foothold in the market due to our range's high quality, competitive prices, and time-lined delivery schedules.
What Does the Active Steering Malfunction Warning Mean for Your BMWTanner Motors
Discover the reasons why your BMW’s Active Steering malfunction warning might come on. From electrical glitches to mechanical failures and software anomalies, addressing these promptly with professional inspection and maintenance ensures continued safety and performance on the road, maintaining the integrity of your driving experience.
5 Warning Signs Your BMW's Intelligent Battery Sensor Needs AttentionBertini's German Motors
IBS monitors and manages your BMW’s battery performance. If it malfunctions, you will have to deal with an array of electrical issues in your vehicle. Recognize warning signs like dimming headlights, frequent battery replacements, and electrical malfunctions to address potential IBS issues promptly.
5 Warning Signs Your BMW's Intelligent Battery Sensor Needs Attention
Comparative study on customer satisfaction in services provided by maruthi suzuki and tata motors
1. Projectskart.com
Visit www.projectskart.com for more information
MANAGEMENT THESIS
FINAL REPORT
“A comparative study on customer satisfaction with respect to
services provided by Maruthi Suzuki India Ltd. and Tata
Motors in Hassan City”
1
Projectskart.com
4. Projectskart.com
CERTIFICATE
This is to certify that the thesis entitled “A comparative study on customer satisfaction with
respect to services provided by Maruthi Suzuki India Ltd.and Tata motors in Hassan city”
submitted by Jaya Prakash DC in partial fulfillment of the requirements for the award of
degree of Master of Business Administration is a record of bonafide research work carried
out by him during the period of his study in this college, under my guidance and supervision
and the thesis has not previously formed the basis for the award of any degree, diploma,
associateship, fellowship or other similar titles.
Hassan
17th
oct, 2008
Projectskart.com
6. Acknowledgement
I avail this opportunity to express my deep sense of gratitude and warm regards to
head of Maruthi Suzuki India Ltd Mr Ashokan for his constant support and advice.. Without
his support my work could not have been realized.
I feel honored to express my deep sense of gratitude to Mr.Raghunandan,Head of Tata
motors showroom in Hassan city for his constant support and advice
It is my pleasure to acknowledge for the critical suggestions and information given by
users of maruthi and Tata vehicle that fuelled me energy in each and every step of my
journey.
I will be erring in great if I do not acknowledge sincere thanks to our beloved center head
Maj (Rtd)CU Monnappa for the valuable help, suggestions and inspiring guidance. Ever
cherishing, never bothering and his very basic attitude served as a drive, which forced me to
foresee things beyond my limit.
I feel honored to express my deep sense of gratitude to my faculty supervisor Mrs
Bhavani BS for the constructive criticism, suggestions and expert advice during the period of
research.
I take pleasure in expressing gratitude to my parents and affectionate brother for their
needful help, love and affection
I owe special thanks to my friends for the invaluable timely help
Hassan
14th Oct 2008 Jaya Prakash DC
4
7. Declaration
I Jaya Prakash DC, hereby declare that this Management thesis- I work entitled “A
comparative study on customer satisfaction with respect to services provided by Maruthi
Suzuki India Ltd.and Tata motors in Hassan city”” is my work, carried out under the
guidance of my faculty Supervisor Mrs Bhavani BS.
Date: October 17, 2008. Name: Jaya Prakash DC
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8. Table of Contents
Chapter 1 : Introduction:
Overview of the topic
Need for research
Objectives
Limitations
Methodology
Chapter 2 : Sector profile
Introduction
Investment in auto sector
Chapter 3 : Company profile
Tata motors
Maruthi Suzuki
Chapter 4 : Data analysis and interpretation
Chapter 5 : Findings and suggestions
Chapter 6 : Conclusion
Chapter 7 : Annexure
6
10. Overview of the topic and its importance:
In my Management Thesis, I analyse the services provided by Maruthi Suzuki india Ltd. in
comparison with Tata motors in Hassan City based on customer perception
Both outlets have got their own brand image and customers. Through the service which they
are providing to their customers we can know how both are competing.
Need for Research:
As we all know automotive sector is challenging industry, by providing the different services
to their regular customers they can build the customer relationship and increase their
business. Also need to study the period from when they are using their products in Hassan
city and features offered by them like comfort, safety, space, maintainence, offers and
discounts and brand loyalty. I want to know what the current services are provided by
Maruthi Suzuki india Ltd. and Tata motors in Hassan City
OBJECTIVES
· To know what are the different services provided to the customers of Hassan.
· To know the perception of customers towards Maruthi and Tata motors in Hassan
· To know whether the customer is satisfied with the services provided.
· To know whether people preference varies with the services provided.
· To know about the marketing strategies adopted by them.
· To know whether they are successful in attracting the customers by marketing
services adopted by them.
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11. · To study the infrastructure of both the outlets.
· To study the financial assistance of Maruthi and Tata motors to its customers.
· To study the brand loyalty of customers towards both outlets.
· To study whether automotive sector is having more scope in Hassan.
LIMITATIONS:
· The response from the customer may be biased.
· Since the sample size is limited, it may lead to the partial true factor about the
research.
· Time constraint
· Area limitation
· Sampling error while collecting, coding and decoding.
METHODOLOGY
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12. The objective of the present study can be accomplished by conducting a systematic market
research. As marketing research is a systematic and formalized process, it follows a certain
sequence of research actions.
· Formulating the problem and developing objectives of research
Problem formulation based on hypothesis.The objective of research is to collect relevant
information from the targeted sample and use that for further study.
Hypothesis
Null Hypothesis: Hassan customers are not satisfied with the services provided by maruthi
rather than tata motors
Alternate Hypothesis: Hassan customers are more satisfied with the services provided by
maruthi rather than tata motors
· Designing the research plan
The design of the research plan determines the tools and techniques that are employed for
conducting marketing research. The present study involves descriptive research as the
problem is clearly defined
· Sources of data
Data for a research can be collected from two sources
· Primary data
· Secondary data
Primary data is first hand data collected from respondents. collect information regarding
different services provided by outlet from individual customer using questionnaire.Secondary
data is collected from already available sources like published papers, journals, magazines
etc... Collect secondary data regarding what are the other services they can provide to
customers.
· Data collection techniques
Primary data is collected by surveying the sampling units or the elements of the sampling
units. Survey will be conducted with the use of structured questionnaire. The questionnaires
will contain both open-ended and close-ended questions.
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13. · Sampling plan
Interview 120 customers (60 of each outlet) through the questionnaire to Know what kinds
of services outlets currently providing. Sample will be selected from the population of Hassan
using the Simple Random Method Questionnaire will be prepared and used, which meets the
requirements of project title for conducting survey .Survey will be conducted through
Personal Interview.
· Analyze the collected information
This involves converting raw data into useful information. It involves tabulation of data and
using statistical measures on them for developing frequency distributions and calculating the
averages and dispersions
· Report research findings
This phase will mark the culmination of the marketing research effort. The report with the
research findings is a formal written document. The research findings and personal
experience will be used to propose recommendations
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14. SECTOR PROFILE
INTRODUCTION
INVESTMENT IN
AUTO SECTOR
Automotive sector
India is emerging as one of the most attractive automotive markets in the world, and is poised
to become a key sourcing base for auto components.
The automotive sector offers significant employment opportunities. It employs 0.45 million
people directly and around 10 million people indirectly. The automobile industry had a
growth of 15.4 % during April-January 2007, with the average annual growth of 10-15% over
the last decade or so.
12
15. The Indian automobile industry is going through a technological change where each firm is
engaged in changing its processes and technologies to sustain the competitive advantage and
provide customers with the optimized products and services.
Starting from the two wheelers, trucks, and tractors to the multi utility vehicles, commercial
vehicles and the luxury vehicles, the Indian automobile industry has achieved tremendous
amount of success in the recent years.The key players like
Hindustan Motors,
Maruti Udyog,
Fiat India Private Ltd,
Tata Motors,
Bajaj Motors,
Ashok Leyland,
Hero motors
Mahindra & Mahindra
have been dominating the vehicle industry. A few of the foreign players like
Toyota Kirloskar Motor Ltd.,
Skoda India Private Ltd.,
Honda Siel Cars India Ltd.
have also entered the market and have catered to the customers’ needs to a large extent
Investment in auto sector
13
16. Nearly every automobile company is investing at a higher rate than ever before to achieve a
high growth trajectory. The overall investment in the sector has been increasing quite
rapidly. It is expected that by the end of 2010 Indian automobile sector will be investing a
huge amount as Rs. 30,000 crores.
For example, tvs motors have plans of investing Rs. 250crores; the Tata Motors is coming
up with more investmen t of Rs. 2,000 crores in its compact car project. Not only the Indian
companies but also foreign players like Hyundai are coming up with the investment of more
than Rs. 3,800 crores in India.
According to the Society of Indian Automobile Manufactures (SIAM) automobile
exports in the last five years are as follows:
The market shares of the segments of the automobile industry
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18. COMPANY PROFILE(TATA MOTORS)
Founded : 1945
Founder : JRD Tata
Head quarters : Mumbai,India
Key people : Ratan Tata,Chairman
Products : Automobile and engines
Parent : Tata group
Subsidiaries : Jaguar cars,Land Rover,Tata Daewoo
Tata motors Ltd. formerly known as TELCO(Tata Engineering and Locomotive Company) is
India’s largest passenger automobile and commercial vehicle manufacturing company.The
company manufactured its first commercial vehicle in 1954 in collaborationwith Daimler
Benz AG,which ended in 1969.
Tata motors has its manufacturing base in Jamshedpur,Pantnagar,Lucknow,Pune and Singur.
Tata motors ( Hassan)
Show room : Auto matrix
16
19. Location : Thaneer Halla
Head : Raghunandan
No. of employees : 40
Delivery time : 4 weeks after booking
Service station : one
COMPANY PROFILE(MARUTHI SUZUKI INDIA Ltd.)
Founded : 1981
Head quarters : Haryana,India
Key people : Shinzo Nakanishi,CEO
Jagadish Khattar,MD
Products : Automobile and engines
Parent : Suzuki
Maruthi Suzuki India Ltd. is a leading four wheeler automobile 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.On September 2007,Maruthi udyog was
renamed to maruthi Suzuki India ltd.
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20. MISSION
To develop life time relationship with our customers by ensuring outstanding purchase experience and to
provide safe, reliable and responsive after sales services.
VISION
To achieve market leadership, to provide security to the company and its employees while maximizing return on
investments of our shareholders.
Maruthi Suzuki (Hassan)
Show room : Venkat motors
Location : Thaneer Halla
Head : Ashokan
No. of employees : 45
Delivery time : Depend on model
Service station : one
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22. Income per Number of %
month Respondents
(100)
5,000 – 10,000 5 5%
10,000-15,000 25 25%
15,000-20,000 34 34%
20,000 & above 36 36%
ANALYSIS AND INTERPRETATIONS
Table 1: Respondents with different income group
20
23. Interpretation 1
Interpretation: Table 1 is a tabulation of the respondents with different income group.Of 100
respondents, 5% are in income category(5,000-10,000),25% are in income category(10,000-
15,000),34% are in income category(15,000-20,000)36% are In income category(20,000 &
above)
(2)Which company vehicle do you have?
(a) Tata motors (b) Maruthi (c) others
Preference Maruthi Tata
60% 40%
21
24. Interpretation 2
Interpretation: Table 2 is a tabulation of the respondents with preference towards maruthi and
tata.60% of respondents prefer maruthi and 40% of surveyed respondents prefer tata.
(3) From how many years do have this vehicle?
(a) 2 to 5 yrs (b) 5 to 10 yrs (c) 10 to 15 yrs
22
25. Usage Maruthi Tata
2 to 5 yrs 52% 39%
5 to 10 yrs 38% 61%
10 to 15 yrs 10% 0%
c
Interpretation 3
Interpretation: Table 3 shows that 52% of the surveyed respondents using maruthi from 2 to 5 years ,
38% from 5 to 10 years ,10% from 10 to 15 years
Table 3 shows that 39% of the surveyed respondents using maruthi from 2 to 5 years ,61%% from 5
to 10 years and no one from 10 to 15 years
(4)What version of vehicle do you have?
(a) Petrol version (b) Diesel version (c) Petrol with LPG kit
Version Maruthi Tata
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26. Petrol version 54% 19%
Diesel Version 26% 69%
Petrol with LPG kit 20% 12%
Interpretation 4
Maruthi :Out of 100 respondants surveyed ,54% are having petrol version,26% using diesel
version and 20% using petrol with LPG kit
Tata:Out of 100 respondants surveyed ,19% are having petrol version,69% using diesel
version and 12% using petrol with LPG kit
(5) For what do you make use of this vehicle?
(a) Commercial purpose (b) Personal purpose (c) Both
Purpose Maruthi Tata
Personal purpose 82% 22%
Commercial purpose 12% 67%
Both 6% 11%
24
27. Interpretation 5
Maruthi :Out of 100 respondants surveyed ,82% are using maruthi for personal purpose,
12% using for commercial purpose and 6% using for both.version,
Tata: Out of 100 respondants surveyed ,22% are using Tata for personal purpose, 67% using
for commercial purpose and 11% using for both.version,
(6) How often you get your vehicle serviced?
(a) 3 months (b) 6 months (c) 1 year
Service Maruthi Tata
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28. 3 months 57% 36%
6 months 33% 52%
1 year 10% 12%
Interpretation 6
Maruthi :Out of 100 respondants surveyed ,57% are using maruthi from 3 months, 33%
using from 6 months and 10% using from 1 year,
Tata: Out of 100 respondants surveyed ,36% are using Tata from 3 months, 52% using from
6 months and 12% using from 1 year,
(7) How about interaction of sales person with you?
(a)Excellent (b) Good (c) Fair (d) Poor
Sales person interaction Maruthi Tata
Excellent 39% 31%
26
29. Good 49% 53%
Fair 12% 16%
Poor 0% 0%
Interpretation 7
Maruthi :Out of 100 respondants surveyed ,39% of respondents are highly satisfied with the
interaction of sales person,49% are moderately satisfied ,12% are satisfied and no one with
dissatisfied with the sales person interaction.
Tata: Out of 100 respondants surveyed ,31% of respondents are highly satisfied with the
interaction of sales person,53% are moderately satisfied ,16% are satisfied and no one with
dissatisfied with the sales person interaction.
(8) Are you satisfied with your vehicle?
(a) Yes (b) No
Satisfaction level Maruthi Tata
27
30. Yes 89% 67%
No 11% 33%
Interpretation 8
Maruthi :Out of 100 respondants surveyed ,89% of respondents are highly satisfied with the
vehicle and 11% seems to be dissatisfied.
Tata: Out of 100 respondants surveyed ,67% of respondents are highly satisfied with the
vehicle and 33% seems to be dissatisfied.
(9) Can you rate the satisfaction level with respect to features?
Features Excellent Good Fair
Fuel efficiency
Durability
Style
28
31. Others
Fuel efficiency Maruthi Tata
Excellent 53% 41%
Good 37% 33%
Fair 10% 26%
Interpretation 9
Maruthi :Out of 100 respondants surveyed ,53% of respondents are of the opinion that fuel
efficiency of maruthi vehicle is excellent,37% as good and only about 10% showing it as fair.
Tata: Out of 100 respondants surveyed ,41% of respondents are of the opinion that fuel
efficiency of maruthi vehicle is excellent,33% as good and only about 26% showing it as fair.
Durability Maruthi Tata
Excellent 51% 41%
Good 48% 39%
Fair 11% 20%
29
32. Interpretation 10
Maruthi :Out of 100 respondants surveyed ,51% of respondents are of the opinion that
durability of maruthi vehicle is excellent,48% as good and only about 11% showing it as fair.
Tata: Out of 100 respondants surveyed ,41% of respondents are of the opinion that
durability of tata vehicle is excellent,39% as good and only about 20% showing it as fair.
Style Maruthi Tata
Excellent 44% 32%
Good 53% 44%
Fair 3% 24%
30
33. Interpretation 11
Maruthi :Out of 100 respondants surveyed ,44% of respondents are of the opinion that style
of maruthi vehicle is excellent,53% as good and only about 3% showing it as fair.
Tata: Out of 100 respondants surveyed ,32% of respondents are of the opinion that style of
tata vehicle is excellent,44% as good and only about 24% showing it as fair.
(12) Given the option to purchase a new vehicle, which company you opt?
(a) Tata (b) Maruthi (c) others
31
34. Preference Respondents
Maruhi 58%
Tata 23%
Others 19%
Interpretation 12
Out of 100 respondants surveyed ,58% of respondents prefer maruthi given the option,24%
will go for tata and rest 19% for other vehicles..
(13) How much time it took for you to get your vehicle after booking?
(a)1 month (b)3 months (c)6 months
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35. Vehicle after booking Maruthi Tata
1 month 12% 53%
3 month 57% 37%
6 month 31% 10%
Interpretation 13
Maruthi :Out of 100 respondants surveyed ,12% of respondents using maruthi from 1
month,57% from 3 months and 31% from 6 months.
Tata:Out of 100 respondants surveyed ,53% of respondents using maruthi from 1 month7%
from 3 months and 10% from 6 months.
(14) Are you satisfied with the offers provided to purchase the vehicles?
(a) yes (b) No
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36. Offers Maruthi Tata
Yes 63% 41%
No 37% 59%
Interpretation 14
Maruthi :Out of 100 respondants surveyed ,63% of respondents are satisfied with the offers
provided by maruthi
Tata: Out of 100 respondants surveyed ,41% of respondents are satisfied with the offers
provided by Tata
(13) Are you satisfied with the number of service stations in Hassan city?
(a) Yes (b) No
34
37. Service stations Maruthi Tata
Yes 61% 30%
No 39% 70%
Interpretation 15
Maruthi :Out of 100 respondants surveyed ,61% of respondents are satisfied with the
service stations of maruthi
Tata: Out of 100 respondants surveyed ,30% of respondents are satisfied with the service
stations 0f Tata
(16) How you got to know about this showroom?
(a) Television (b) News paper (c) word of mouth
35
38. Information Maruthi Tata
Television 52% 49%
News paper 32% 38%
Word of mouth 16% 13%
Interpretation 16
Maruthi :Out of 100 respondants surveyed ,52% of respondents got to know about maruthi
by television,32% by means of newspaper and remaining 16% by means of word of mouth.
Tata: Out of 100 respondants surveyed ,49% of respondents got to know about maruthi by
television,38% by means of newspaper and remaining 13% by means of word of mouth.
(17) Have you ever felt that the services assured to your vehicle during purchase time
are not fulfilled after you bought?
(a) Yes (b) No
Service fulfillment Maruthi Tata
Yes 11% 13%
36
39. No 89% 87%
Interpretation 17
Maruthi :Out of 100 respondants surveyed ,89% of respondents are of the opinion that
services assured to the vehicle during purchase time are fulfilled after purchase.
Tata: Out of 100 respondants surveyed , 87% of respondents are of the opinion that services
assured to the vehicle during purchase time are fulfilled after purchase
(18) Are you satisfied with the EMI provided to your vehicle?
(a) Yes (b) No
EMI Maruthi Tata
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40. Yes 77% 83%
No 33% 17%
Interpretation 18
Maruthi :Out of 100 respondants surveyed ,77% of respondents are satisfied with the EMI
options of maruthi
Tata: Out of 100 respondants surveyed , 83% of respondents are satisfied with the EMI
options of Tatasince most of the customers of tata use vehicle for commercial purpose.
(19)Are you comfortable with the interest percentage for loan Option?
(a)Yes (B) No
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41. Interest percentage Maruthi Tata
Yes 36% 66%
No 64% 44%
Interpretation 19
Maruthi :Out of 100 respondants surveyed ,36% are comfortable with the interest
percentage for loan Option .
Tata: Out of 100 respondants surveyed , 66% of respondents are comfortable with the
interest percentage for loan Option of Tata since most of the customers of tata use vehicle for
commercial purpose
(20)Who influenced you to buy this vehicle?
(a )Motive
39
42. (b) Friends
(c) Advertisements
(d)The person who is already using this vehicle
Influence Respondents
Motive 13%
Friends 44%
Advertisements 33%
The person already using the 10%
vehicle
Interpretation 20
Out of 100 respondants surveyed ,13% of respondents purchase the vehicle because of
personal motive and 44% by friends 33% by advertisements and 10% by the influence of the
person who is already using the.
(21)How you feel about the after sales services offered?
(a) Highly satisfied (b) satisfied (c) Not satisfied
40
43. After sales services Maruthi Tata
Highly satisfied 44% 39%
Satisfied 33% 40%
Not satisfied 23% 21%
Interpretation 21
Maruthi :Out of 100 respondants surveyed ,44% are highly satisfied with the after sales
services offered by maruthi,33% seems to be satisfied and only 23% are not satisfied with the
after sales services of maruthi. .
Tata: Out of 100 respondants surveyed ,39% are highly satisfied with the after sales services
offered by tatai,40% seems to be satisfied and only 21% are not satisfied with the after sales
services of Tata. .
FINDINGS:
41
44. · Respondents in the income group of Rs 15,000 to Rs 20,000 and Rs 20,000 and above are
using cars
· Among the 100 respondents surveyed , 60% of them are owning maruthi when compared to
tata motors.
· 58% of the respondents prefer maruthi to tata due to following benefits as founded by the
research
· Better mileage
· Novel style
· Interiors and comfort
· Long lasting durability
· Efficient sales person interaction
· Presence of well equipped service stations
· Offers provided
· Fulfillment of services assured during purchase
Respondents preference to tata motors over maruthi because of following reasons
· Tata vehicles are most suited for commercial purposes
· Efficient EMI option
· Faster delivery service
42
45. In case of both the outlets,television acts as a effective promotion tool and next comes the
motive of the customers.
SUGGESTIONS:
Maruthi
· To come out with vehicles which can be used for commercial purpose
· To come out with diesel version of vehicle in small car segment
· To come out new and efficient EMI options
· To fasten the process of delivery service
· To come out with cars of LPG kit
· To tie up with banks for efficient financial schemes
· Support sales activities by understanding customers’ businesses
· More emphasis should be given to government employees since they will receive
fixed salary on monthly basis.
CONCLUSION:
According to the research it can be concluded that maruthi showroom has gained
positive opinion of majority of the customers in comparison to Tata motors. It is mainly
because of convenient options extended by the dealer of maruthi showroom and efficient
models offered by the company apart from efficient sales personnel interaction. Maruthi has
been in the first position in automotive sector since its inception and if it includes minor
improvements, it will sustain its upper hand in forthcoming future.
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47. QUESTIONAIRE
Dear Sir/Madam
I am conducting a survey on customer satisfaction towards Maruthi and Tata motors in
Hassan city.
I would be grateful to you if you could spare a few minutes of your valuable time to answer
the following questions
(1) Name
(2) Age
(3) Gender
(4) Address
(5) Phone No:
(6) Salary
(a) Rs 5,000/- to Rs 10,000/-
(b) Rs 10,000/- to Rs 15,000/-
(c) Rs 15,000/- to Rs 20,000/-
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48. (d)Rs 20,000/- and above
(7)Which company vehicle do you have?
(a) Tata motors (b) Maruthi (c) others
(8)From how many years do have this vehicle?
(a) 2 to 5 yrs (b) 5 to 10 yrs (c) 10 to 15 yrs
(9)What version of vehicle do you have?
(a) Petrol version (b) Diesel version (c) Petrol with LPG kit
(10)For what do you make use of this vehicle?
(a) Commercial purpose (b) Personal purpose (c) Both
(11) How you purchased the vehicle?
(a) cash (b) loan
(12 ) How often you get your vehicle serviced?
(a) 3 months (b) 6 months (c) 1 year
(13) How about interaction of sales person with you?
(a)Excellent (b) Good (c) Fair (d) Poor
(14)Are you satisfied with your vehicle?
(a) Yes (b) No
(15)Can you rate the satisfaction level with respect to features?
Features Excellent Good Fair
Fuel efficiency
Durability
Style
Others
(16)Given the option to purchase a new vehicle, which company you opt?
(a) Tata (b) Maruthi (c) others
(17)How much time it took for you to get your vehicle after booking?
(a)1 month (b)3 months (c)6 months
(18)Are you satisfied with the offers provided to purchase the vehicles?
46
49. (a) yes (b) No
(19)Are you satisfied with the number of service stations in Hassan city?
(a) Yes (b) No
(20)How you got to know about this showroom?
(a) Television (b) News paper (c) word of mouth
(21)Have you ever felt that the services assured to your vehicle during purchase time are not
fulfilled after you bought?
(a) Yes (b) No
(22)Are you satisfied with the EMI provided to your vehicle?
(a) Yes (b) No
(23)Are you comfortable with the interest percentage for loan Option?
(a)Yes (B) No
(24)Who influenced you to buy this vehicle?
(a )Motive
(b) Friends
(c) Advertisements
(d)The person who is already using this vehicle
(24)How you feel about the after sales services offered?
(a) Highly satisfied (b) satisfied (c) Not satisfied
Thanks for your time. Cooperation and contribution towards the project
Thank you
47