22-06-2013, 11:48 AM
Comparative study on customer satisfaction for Maruti Suzuki car
Introduction:
She analyzed the services provided by Maruti 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, maintenance, offers and discounts and brand loyalty. Shewant to know what the current services are provided by Maruti 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 Maruti 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.
SAMPLING PLAN
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.
RESEARCH REVIEW
Maruti :Out of 100 respondents surveyed ,54% are having petrol version,26% using diesel version and 20% using petrol with LPG kit.
Out of 100 respondents 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.
Out of 100 respondents surveyed, 89% of respondents are highly satisfied with the vehicle and 11% seems to be dissatisfied.
Out of 100 respondents surveyed, 53% of respondents are of the opinion that fuel efficiency of Maruti vehicle is excellent, 37% as good and only about 10% showing it as fair.
Out of 100 respondents surveyed, 51% of respondents are of the opinion that durability of Maruti vehicle is excellent, 48% as good and only about 11% showing it as fair.
CONCLUSION:
According to the research it can be concluded that Maruti showroom has gained positive opinion of majority of the customers
It is mainly because of convenient options extended by the dealer of Maruti showroom and efficient models offered by the company apart from efficient sales personnel interaction. Maruti 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.