Académique Documents
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BRANDS OF MUL
FINANCIAL PERFORMANCE
11 ACHIEVEMENTS OF A COMPANY
1
After Sales service Of Maruti Suzuki
12 PROBLEM STATEMENT
RESEARCH OBJECTIVE
13
DATA COLLECTION
14 CONCLUSION
RECOMMENDATION
15 APPENDICES/ANNEXURES
Questionnaire
16 BIBLIOGRAPHY
EXECUTIVE SUMMARY
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After Sales service Of Maruti Suzuki
The primary objective of the report is to measure customer satisfaction for after
sales services of cars (entry level) provided by car manufacturers (Maruti, Tata
motors and Hyundai) in Mumbai city. Rating is given to the three companies on
the basis of the after sales provided by the companies. In order to achieve this
objective an extensive research was undertaken in the areas of Mumbai.
The entry of foreign car players in India, has led to the exit of a lot of players from
the Indian auto industry and new products being constantly offered by both the
foreign car companies and their Indian counterparts.
In a scenario like today where cars do not differ very greatly in terms of
technology at the entry level, the various car companies have attempted to
differentiate their products on the basis of after sales service offered by them and
their dealers in terms of Strong Dealer Network accessible all over India,
Technically qualified staff and Number of Free after sales services offered to
customers.
The project report highlights that after sales service is a major aspect while a
customer buys a car. The customer satisfaction of three major players in the car
segment (entry level) is conducted and Maruti came as the no: one brand followed
Hyundai and Tata motors. According to J.D. Power Asia Pacific Indian customer
satisfaction Index 2002, Maruti had the highest rating followed by Hyundai. Many
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After Sales service Of Maruti Suzuki
people rank Maruti as the best brand in the entry level cars. Respondents believe
that after sales service provided by the company reflects its overall image while
buying a car. Many respondents are satisfied by not only the service provided by
the various service stations but their availability. Respondents believe that dealer
network is not a major criterion while buying a car. Majority of the respondents
believe that service station network is not a major criterion while buying a car.
Brand image is very important factor which is considered by the respondents while
buying a car.
Some recommendation to the Dealers and Service station providers which comes
from the course of this project report are -giving remainder calls of service to their
customers, spare parts at concessional rate, good exchange value for old cars, wheel
alignment, A/C maintenance etc. to name a few.
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After Sales service Of Maruti Suzuki
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After Sales service Of Maruti Suzuki
often results in first mover advantages that are difficult to replicate. On the other
hand, later entrants have the opportunity to learn from the mistakes of the first
entrant. The Indian car market offers useful lessons in this context. In the 1990s,
the Indian Government removed several restrictions in a bid to attract foreign
investors into the automobile industry. Among the first to enter was Daewoo of
South Korea, with its model Cielo, targeted at the upper end of the market. Other
MNCs such as Ford and General Motors also entered the Indian market, followed
by Hyundai, Honda, Toyota and Volkswagen. In this case, we shall examine the
strategies of some of the major players in the Rs 18,500 crore Indian car markets
and how successful they have been till date. The case is relevant to the issues
being covered in this book as the Indian car industry is completely dominated by
MNCs*, barring the lone exception, Telco.
OBJECTIVE
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After Sales service Of Maruti Suzuki
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After Sales service Of Maruti Suzuki
MARU
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After Sales service Of Maruti Suzuki
A-S T A R
LATEST LAUNCHES
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After Sales service Of Maruti Suzuki
RITZ
GRAND
VITARA
NEW ALTO
K-10
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After Sales service Of Maruti Suzuki
BRANDS OF MUL
Models of 2009
• Suzuki Splash
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After Sales service Of Maruti Suzuki
Live the grand life with the new GRAND VITARA XL –7. This
luxurious 7 seater, 4 wheel drive sports utility vehicle comes equipped with a powerful V6
engine, 166 bhp of power and 236 Nm of torque. Which enables you to conquer any
terrain with utmost ease? Enjoyed by both the adventurous and successful, the new
restyled Grand Vitara XL –7 is now available in India directly imported from Suzuki,
Japan.
Be it the wild outdoors or the urban jungle, the Gypsy King glide by
with ease. The adventurous streak runs through all the gypsy siblings. This 1300 cc off –
road vehicle combines the raw of 80 bhp (at 6000rpm) with superb 4 – wheel drive
maneuverability and a rugged frame (it’s available in both soft and hard top versions). It’s
useful fifth gear, of course, delivers over drive for on – road cruising.
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After Sales service Of Maruti Suzuki
It has gone beyond being just a car; it has actually changed the lifestyles of
countless people, by bringing the joy of motoring to millions across the length and the
breadth of the country. Standing testimony to this claim is the fact that more than 2
millions Maruti 800s have been sold till date. Today, India best selling continues to be the
final word on value and economy at the entry-level segment.
If you are looking for a car with drop – dad looks and unmatched
performances, then you need look beyond the Zen. With its new contemporary and
aggressive look, the Zen preserves its core values of driver appeal, unmatched reliability
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After Sales service Of Maruti Suzuki
and economy. 600000 satisfied customers in India and around the world bear testimony to
this fact.
The hot looks, sexy interiors, the automatic climate control, the air
bags, the power steering moreover, all so affordable. The wait is over. Swift has entered
MARUTI SUZUKI INDIA LIMITED’s portfolio. What are you waiting for?
A-STAR-STOP @ NOTHING
Powered by state of art 998 cc engine, it’s the best fuel efficient car in
its category with, mileage coming around 20km per liter.
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After Sales service Of Maruti Suzuki
Model of 2009 known by the name Suzuki splash having attractive back
with maximum ground clearance
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After Sales service Of Maruti Suzuki
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After Sales service Of Maruti Suzuki
STRASTEGYS OF MUL
4Ps:-
Product
Price
Place
Promotion
PRODUCT STRATEGY:-
Portfolio of 12 products
Five product lines
A1 800
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After Sales service Of Maruti Suzuki
A3 D ZiRE, Sx4
Price:-
The price of the Maruti car is between Rs. 210000 to Rs. 1500000.
Maruti – 800 is the lowest price car of this company. Alto, Omni,
Wagonr, are also the low price car of the company, Zen & Esteem are
the mid price car of the company. But Grand Vitara is the high price
modle of the company . The price of car are decided according to its
product varity, quality, design etc
Place strategy:-
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After Sales service Of Maruti Suzuki
Promotion Strategy:-
o Advertising
o TV Ads
o Print Ads
o Radio Ads
o Advertising Strategy
Persuasion Advertising
“Ghar Aa Gaya Hindustan”
“India Comes Home in Maruti Suzuki.”
Information Advertising
BTL - Sponsorships
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After Sales service Of Maruti Suzuki
Sales Promotions
Product warranties
Premiums (gifts)
Trade shows
Future Plan:-
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After Sales service Of Maruti Suzuki
NEXT SUPERSTAR:-
Suzuki Cervo'sport a Suzuki 660cc engine - as against Nano's
623cc and wear a tag of around Rs 1.5 lakh on road.
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After Sales service Of Maruti Suzuki
Maruti has aided customers by providing them the facility to bring their
vehicle to a 'Maruti True Value' outlet and exchange it for a new car, by
paying the difference. They are offered loyalty discounts in return. This
helps them retain the customer.
Maruti has proper customer complain handling cell under the CRM dept.
The CIC will help MUL rapidly build an information pool of over 3
million Maruti owners as well as that of its prospective
Maruti insurance:-
It has launched in 2002 Maruti provides vehicle insurance to its
customers with the help of the National Insurance Company, Bajaj
Allianz, New India Assurance and Royal Sundaram. The service was set
up the company with the inception of two subsidiaries Maruti
Insurance Distributors Services Pvt. Ltd and Maruti Insurance
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After Sales service Of Maruti Suzuki
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After Sales service Of Maruti Suzuki
SWOT ANALYSIS
STRENGTHS
Bigger name in the market
Trust of People
Maruti Udyog Ltd. is the market leader for more than a decade.
Has a great dealership chain in the market.
Better after sales service
Low maintenance cost of vehicle
WEAKNESSES
Exports are not that good.
Lesser diesel models in the market compare to others
Global image is not that big
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After Sales service Of Maruti Suzuki
OPPURTUNITIES
Great opportunities to go global with success of Swift and SX4
allover
Introduction of more diesel models. The diesel car segment is growing
Opportunity to grow bigger by entering into bigger car markets
Already a market leader so great opportunity to be the king of market
in every stage of industry
THREATS
Foreign companies entering market; so a bigger threat from MNCs.
To the market share, as many big names are coming in the industry
There is hardly any diesel models
Rs. 1 lakh – Rs. 1.5 lakh car
CURRENT STRATEGIES FOLLOWED BY MARUTI SUZUKI
Maruti caters to all segment and has a product offering at all price points. It has a car
priced at Rs.1,87,000.00 which is the lowest offer on road. Maruti gets 70% business from
repeat buyers who earlier had owned a Maruti car. Their pricing strategy is to provide an
option to every customer looking for up gradation in his car. Their sole motive of having so
many product offering is to be in the consideration set of every passenger car customer in
India. Here is how every price point is covered.
AT AT 18,57,761
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After Sales service Of Maruti Suzuki
ZXI 8,71,374
5 SEATER 2,74,906
VDi 5,32,020
ZXi 5,41,940
LXi 3,66,038
VXI 3,90,359
HT 5,47,788
LXI 3,62,857
VXI 3,86,454
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After Sales service Of Maruti Suzuki
LXI 2,88,601
Maruti has successfully developed different revenue streams without making huge
investments in the form of MDS, N2N, Maruti Insurance and Maruti Finance. These help
them in making the customer experience hassle free and helps building customer
satisfaction.
Maruti Finance: In a market where more than 80% of cars are financed, Maruti has
strategically entered into this and has successfully created a revenue stream for Maruti.
This has been found to be a major driver in converting a Maruti car sale in certain cases.
Finance is one of the major decision drivers in car purchase. Maruti has tied up with 8
finance companies to form a consortium. This consortium comprises Citicorp Maruti,
Maruti Countrywide, ICICI Bank, HDFC Bank, Kotak Mahindra, Sundaram Finance,
Bank of Punjab and IndusInd Bank Ltd.( erstwhile-Ashok Leyland Finance).
Maruti Insurance : Insurance being a major concern of car owners. Maruti has
brought all car insurance needs under one roof. Maruti has tied up with National Insurance
Company, Bajaj Allianz, New India Assurance and Royal Sundaram to bring this service for
its customers. From identifying the most suitable car coverage to virtually hassle-free claim
assistance it's your dealer who takes care of everything. Maruti Insurance is a hassle-free
way for customers to have their cars repaired and claims processed at any Maruti dealer
workshop in India.
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After Sales service Of Maruti Suzuki
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After Sales service Of Maruti Suzuki
Maruti has established this with the goal to capture the market where
there is inhibition in buying cars due to inability to drive the car. This brings that customer
to Maruti showroom and Maruti ends up creating a customer.
ARTICLE ON
8 Mar, 2010, 05.47AM IST, Gaurie Mishra & Nandini Sen Gupta,ET Bureau
NEW DELHI: Suzuki Motor Corp has raised its stake in Maruti Suzuki to 55%,
triggering speculation about the Japanese firm’s intentions for its Indian subsidiary
and whether the move is part of a larger plan to take full control of the country’s
top carmaker.
Suzuki raised its stake in Maruti by 0.8% through secondary market purchases
“very recently”, two persons familiar with the matter told ET. One of them, an
investment banker, said Suzuki was set to increase its stake further. Indian rules
allow companies to make creeping acquisitions of up to 5% a year and any
increase beyond 55% will require Suzuki to make an open offer for another 20%.
A spokesman for Maruti, whose website is still to reflect Suzuki’s revised holding
in it, declined to comment, while several emails set to Suzuki remained
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After Sales service Of Maruti Suzuki
unanswered. However, a person close to the company said “any change in the
stakeholding will only come up before the board at the statutory board meeting
scheduled for the third week of April”.
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After Sales service Of Maruti Suzuki
The company vouches for customer satisfaction. For its sincere efforts it has been rated (by
customers)first in customer satisfaction among all car makers in India for ten years in a row in
annual survey. Maruti Suzuki India Limited, a subsidiary of Suzuki Motor Corporation of Japan,
has been the leader of the Indian car market for over two decades.
During 2007-08, Maruti Suzuki sold 764,842 cars, of which 53,024 were exported. In all,
over six million Maruti cars are on Indian roads since the first car was rolled out on 14 December
1983.
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After Sales service Of Maruti Suzuki
FINANCIAL PERFORMANCE
FINANCIAL PERFORMANCE OF EVERY COMPANY
DEPENDS UPON ITS SALES AND PROFIT VOLUMES
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After Sales service Of Maruti Suzuki
ACHIEVEMENTS OF A COMPANY
• MARUTI has been rated (by customers) first in customer satisfaction among
all car makers in India for nine years in a row in annual survey by J D Power
Asia Pacific.
• MARUTI was rated among the world’s top five car manufacturers in the
Forbes Magazine World’s most reputed company 2006.
• MARUTI Has Been Awarded As Car Wale Awards 2009 & 2010 Also.
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After Sales service Of Maruti Suzuki
PROBLEM STATEMENT
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After Sales service Of Maruti Suzuki
RESEARCH OBJECTIVE
Major:
To measure the customer satisfaction on basis of after sales service
provided by the car companies.
Minor:
To give rating to the car companies on the basis of after sales
service provided by them.
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After Sales service Of Maruti Suzuki
DATA COLLECTION
Method adopted for the data collection is survey method. I asked questions related
to the subject and collected their responses by personal or impersonal means. Here
the data was collected through various respondents who are using Maruti, Hyundai,
and Tata Motors cars.
Hence questionnaire was formed, and data is collected from respondents about
their satisfaction about the service provided by car companies.
Primary data and secondary data are collected through various sources. Like….
Primary data:
Secondary data:
• Internet
• Magazines
• Newspapers
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After Sales service Of Maruti Suzuki
SURVEY REPORTS
Brand of Car Preferred –(Found from the survey)
brand of car
80
60
40
20
Percent
0
maruti hyundai tata motors others
brand of car
Source: questionnaire
From the survey conducted it was found that 67.8 % preferred Maruti is the brand
Which Is giving Best Barnd For After Sales service
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After Sales service Of Maruti Suzuki
Mis s ing
no 3
16.7%
56.7%
22.2% no 1
no 2
From the survey conducted it was found that 56.7% of respondents ranked Maruti
as no.1 car on the basis of after sales service.
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After Sales service Of Maruti Suzuki
HYUNDA Rank-02
= No .01
= No .02
= No .03
= No .04
6.7%
no 1
no 3 31.1%
26.7%
35.6%
no 2
From the survey conducted it was found that 31.1% of respondents ranked Hyundai as no.1
car on the basis of after sales service.
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After Sales service Of Maruti Suzuki
TATA Rank-03
= No .01
= No .02
= No .03
= No .04
Missing no 1
7.8%
35.6% no 2
50.0%
no 3
From the survey conducted it was found that 7.8% of respondents ranked Tata Motors as
no.1 car on the basis of after sales service.
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After Sales service Of Maruti Suzuki
50
40
30
20
10
Percent
0
yes no
From the survey it was found that 56.7% of the respondents said that
they consider after sales service delivered by the companies as the
important factor while buying a car.
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After Sales service Of Maruti Suzuki
50
40
30
20
10
Percent
0
yes no
From the survey it was found that 56.7% of the respondents said that they
consider after sales service delivered by the companies as the important factor
while buying a car.
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After Sales service Of Maruti Suzuki
50
40
30
20
10
Percent
0
yes no
Majority of the respondents believe that service station network is not a major
criteria while buying a car.
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After Sales service Of Maruti Suzuki
60
40
20
Percent
0
yes no
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After Sales service Of Maruti Suzuki
CONCLUSION
From the survey conducted it was found that 67.8 % preferred Maruti
as the brand.
From the survey it was found that average age of the cars was 1-5
years.
The data shows that 82% of the people surveyed say that after sales
service does affect the overall image of the company. So the car
manufacturing companies have to focus on their after sales service in order
to maintain brand loyalty.
From the survey conducted it was found that 61.1% of the respondents
found the service delivered by the service stations to be reliable. But
companies need to work on it improve upon this figure.
From the survey it is found that 67.6% of the respondents from the
sample were satisfied with service provided by the companies. But still
companies need to work on it.
From the survey it was found that 72.2% of respondents were satisfied
with the no: of service stations available within their reachable area.
From the survey it was found that 56.7% of the respondents said
that they consider after sales service delivered by the companies as the
important factor while buying a car.
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After Sales service Of Maruti Suzuki
RECOMMENDATION
When the customers go for a new car the dealers should give
them a fair re-sale value or for an exchange offer.
After the service, the service station must give the delivery of the
car to the customer free of cost at his desired time.
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After Sales service Of Maruti Suzuki
APPENDICES/ANNEXURES
Questionnaire
We, the students Of C.K. Thakur Collage Of Arts, Comers And Science .The
information required is part of the project done by the student of the institute to
analyze the reasons for rating the companies on the basis of customer satisfaction
post buying the cars. The information will be kept confidential.
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After Sales service Of Maruti Suzuki
a)
b)
c)
Consumer mind?
a) Yes b) No
reliable?
a) Yes b) No
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After Sales service Of Maruti Suzuki
a) Yes b) No
a) Yes b No
dealers?
a) Yes b) No
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After Sales service Of Maruti Suzuki
9).How would you rate the companies on the basis of after sales services
provided by them?
1)
2)
3)
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After Sales service Of Maruti Suzuki
BIBLIOGRAPHY
www.google.com
www.indiainfoline.com
www.scribd.com
www.gaddi.com
TIMES OF INDIA
ECONOMIC TIMES
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After Sales service Of Maruti Suzuki
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