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TO ANALYZE THE SERVICES

PROVIDED BY MARUTI SUZUKI

INDIA LTD IN COMPARISON WITH

TATA MOTORS BASED ON CUSTOMER

SATISFACTION

Presented by:Nitasha Das (144)

Nitin Bisht (145)Priya Sharma(148)

Shivantika Rastogi(161)

Sudeep Kumar(167)

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Objective

To determine whether customer satisfaction and sales isdirectly proportional to the services provided by thecompany

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Origin

1. Automobile sector is a challenging industry which canbuild customer relationship and increase business byproviding different services.

2. 27% Increase in Feb. car sales, highest since 1988

3. All three major Indian automobile companies, MarutiSuzuki,Tata Motors and Mahindra & Mahindra,

recorded increase in sales for the month ofFeb 2011.

Maruti Suzuki reported a 15.51% hike in sales.TataMotors sales was up by 11.69%

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Scope of the Project

To know the different services provided.

Perception of customers towards Maruti andTATA

With the services does the satisfaction level of customerincrease.

Find out if customer preference varies with servicesprovided.

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Samples

Buyers in showrooms

Dealers

Drivers Random individuals

Sampling method:Stratified

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Variables Identified

Two types of variables

1. Independent variables

2. Dependent Variables

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Dependent Variables

Sales

Customer satisfaction

Extraneous variables:

Status issue

Economic condition (inflation, deflation, boom,

depression etc)

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Independent Variables

1. Price

2. Advertisement

3. Increasing Population

4. Increase in Disposable Income5. Service Centers

6. Product Features

7. Style

8. Performance

9. Credit facilities10. Safety

11. Engineering

12. New technologies

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Hypothesis

It is assumed that the sales is dependent on the customersatisfaction derived from the services provided by thecompanies

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Methodology

The objectives can be accomplished by conducting asystematic market research

Problem formulation based on hypothesis the objective

is to collect relevant information from the targetedsample.

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Sources of Data

Primary Data Questionnaire

Secondary Journals, Magazines , internet.

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Does advertisement affect

sales?

35%

65%yes

no

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Does the increase in no of nuclear

families increase sales?

93%

7%

yes

no

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Does services provided affect

sales?

95%

5%

yes

no

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Does disposable income affect

sales?

96%

4%

yes

no

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Dataanalysis and findings

Men : prefer new technologies and features.

Women: prefer style and comfort.

Services provided affect sales. Installment facilities increase sales.

Price is a major factor

Sales of Maruti is better due to betterinstallment facilities.

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Result of comparison

After comparison we found that Maruti is

preferred more thanTata. Maruti customers

are more brand loyal.

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Suggestions

Tata: try to provide better credit facilities.

Tata: target the luxury segment.

Tata: launch low priced cars. Tata: interiors should be designed better.