INTRODUCTION

India is one of the most important emerging car economies in the world today. Premier Automobile Ltd. (PAL) earned the distinction of manufacturing the first car in the country. Hindustan Motors (HM), which started as a manufacturer of auto components graduated to manufacture cars in 1949. Thanks to the Licence Raj which restricted foreign competitors to enter the Indian car market, Indian roads were ruled by Ambassador Car from Hindustan Motors and the Fiat from Premier Auto Ltd.

The control imposed on car makers related to production capacity and distribution. The GOI control even extended to fixation of prices for cars and dealer commissions. The three decades of the passenger car industry in India up to the early 1980s, proved to be the 'dark ages' for the consumer, as his choice throughout this period was limited to two models Ambassador and Padmini. It was only in 1981, after the entry of Maruti Udyog, that the car makers were given a free hand to fix the prices of cars, thus, effectively abolishing all controls relating to the pricing of the end product.

In the early 80's, a series of liberal policy changes were announced marking another turning point for the automobile industry. The very face of the industry was changed forever in 1983 with the entry of public sector Maruti Udyog in a joint venture with the Suzuki Corporation of Japan.

Maruti Udyog Ltd introduced 'Maruti 800' in 1983 providing a complete face lift to the Indian car industry. The car was launched as a "Peoples car" with a price tag of Rs 40,000. This changed the industry's profile dramatically. Maruti 800 was well accepted by middle income families in the country. The new entrants are Daewoo (Matiz), Tata (Indica) and Hyundai (Santro) in upper end of economy car market. GM, Ford, Peugeot, Mitsubishi, Honda and Fiat has entered the mid-sized car segment and Mercedes-Benz is in the premium end of market.
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COMPANY PROFILE
Maruti Udyog Limited (MUL) was established in Feb 1981 through an Act of Parliament, to meet the growing demand of a personal mode of transport caused by the lack of an efficient public transport system.

Suzuki Motor Company was chosen from seven prospective partners worldwide. This was due not only to their undisputed leadership in small cars but also to their commitment to actively bring to Maruti Udyog Limited contemporary technology and Japanese management practices (which had catapulted Japan over USA to the status of the top auto manufacturing country in the world).

A license and a Joint Venture agreement was signed between Government of India and Suzuki Motor Company (now Suzuki Motor Corporation of Japan) in Oct 1982.

The objectives of MUL then were:

Modernization of the Indian Automobile Industry. Production of fuel-efficient vehicles to conserve scarce resources. Production of large number of motor vehicles which was necessary for economic growth. SMC and MUL have drawn up an investment plan of Rs 9000 crore in India upto 2010.

Vision:"The Leader in the Indian Automobile Industry, Creating Customer Delight and Shareholder's Wealth; A pride of India"

Core Values
Customer Obsession Fast, Flexible and First Mover Innovation and Creativity Networking and Partnership Openness and Learning

Technological Advantage
We have introduced the superior 16 * 4 Hypertech engines across the entire Maruti Suzuki range. This new technology harnesses the power of a brainy 16-bit computer to a fuel-efficient 4-valve engine to create optimum engine delivery. This means every Maruti Suzuki owner gets the ideal combination of power and performance from his car.

Our other innovation has been the introduction of Electronic Power Steering (EPS) in select models. This results in better and greater maneuverability. In other words, our cars have become even more pleasurable to drive.

Production/R & D
Spread over a sprawling 297 acres with 3 fully-integrated production facilities, the Maruti Udyog Plant has already rolled out over 6.3 million vehicles. In fact, on an average, two vehicles roll out of the factory every minute. And it takes on an average, just 14 hours to make a car. More importantly, with an incredible range of 11 models available in 50 variants, there's a Maruti Suzuki made here to fit every car-buyer's

budget, and dream. SMC and MUL have drawn up an investment plan of Rs 9000 corer in India up to 2010.

Production Milestones

1st vehicle produced, December 1983 1,00,000 vehicles produced by August, 1986 5,00,000 vehicles produced by June, 1990 10,00,000 vehicles produced by March, 1994 15,00,000 vehicles produced by April, 1996 20,00,000 vehicles produced by October, 1997 25,00,000 vehicles produced by March, 1999 30,00,000 vehicles produced by June, 2000 35,00,000 vehicles produced by December 2001 40,00,000 vehicles produced by April, 2003 45,00,000 vehicles produced by April, 2004 50,00,000 vehicles produced by April, 2005

Milestones
2005 The fiftieth lakh car rolls out in April, 2005 Growth in overall sales by 15.8% 2004 New (non A/C) variant of Alto Alto becomes India's new best selling car LPG variant of 'Omni Cargo' Versa 5-seater, a new variant Baleno LXi, a new variant Maruti closed the financial year 2003-04 with an annual sale of 472122 units, the highest ever since the company began operations 20 years ago 2003 New Suzuki Grand Vitara XL-7 Redesigned and all-new Zen New upgraded WagonR Enters into partnership with State Bank of India Production of 4 millionth vehicle. Listed on BSE and NSE after a public issue oversubscribed 10 times 2002 WagonR Pride Esteem Diesel. All other variants upgraded Maruti Insurance. Two new subsidiaries started: Maruti Insurance Distributor Services and Maruti Insurance Brokers Limited Alto Spin LXi, with electronic power steering Special edition of Maruti 800, Indias first colour-coordinated car Maruti True value in Mumbai

 Maruti Finance in Mumbai with 10 finance companies Suzuki Motor Corporation (SMC) increases its stake in Maruti to 54.2 percent 2001 Zen LXi Maruti True Value launched in Bangalore and Delhi Maruti Versa, Indias first luxury MPV Alto Spin LXi, with electronic power steering Alto Vxi Customer information centers launched in Hyderabad, Bangalore and Chennai Launch of versa 2000 First car company in India to launch a Call Center New Alto Altura, a luxury estate car IDTR (Institute of Driving Training and Research) launched jointly with the Delhi government to promote safe driving habits 1999 Maruti 800 EX ( 796cc, hatchback car) Zen LX (993cc, hatchback car) Zen VXi (993cc, hatchback car with power steering) Omni XL (796cc, MUV, high roof) Baleno (1600cc, 3 Box Car) Wagon R Launch of Maruti - Suzuki innovative traffic beat in Delhi and Chennai

as social initiatives 1998 Maruti launches website as part of CRM initiatives Zen D (1527 cc diesel, hatchback car) Zen VX & Zen VX Automatic New (Omni & Omni E) (796cc, MUV) Launch of website as part of CRM initiatives

1997

1998 Esteem (1299cc, 3 box car) LX, VX and AX New Maruti 800 (796cc,hatchback Car) Standard and Deluxe Produced the 2 millionth vehicle since the commencement of production

1996

Gypsy (E) (970cc, 4WD 8 seater) Omni (E) (796cc, MUV, 8 seater) Gypsy King (1298cc, 4WD, off road vehicle) Zen Automatic (993cc, hatchback car) Esteem 1.3L (1298 cc, 3 box Car)AX Launch of 24-hour emergency on-road vehicle service

1995

Esteem 1.3L (1298 cc, 3 box car)VX With the launch of second plant, installed capacity reached 200,000 units

1994

Esteem1.3L (1298cc, 3 box car)LX Produced the 1 millionth vehicle since the commencement of

production

1993

Zen(993cc, hatchback Car), which was later exported in Europe and elsewhere as the Alto

1992 1991

SMC increases its stake in Maruti to 50 percent Reaches cumulative indigenisation of 65 percent for all vehicles produced

1990

Maruti 1,000(970cc, 3 box), Indias first contemporary sedan

1988 1987 1986

Installed capacity increased to 1,00,000 units Exported first lot of 500 cars to Hungary Maruti 800 (New Model-796cc, hatchback Car) Produced 1,00,000 vehicles (cumulative production)

1985 1984

Launch of Maruti Gypsy (970cc, 4WD off-road vehicle) Omni, a 796cc MUV Installed capacity reached 40,000 units

1983

Maruti 800, a 796 cc hatchback, Indias first affordable car. Production was started under JVA

1982

License and JV agreement signed between Maruti Udyog Ltd. and SMC of Japan

1981

Maruti Udyog Ltd was incorporated under the provisions of the Indian Companies Act, 1956

MARUTI PRODUCTS Maruti Vitara

The Grand Vitara is handsome and a very capable off-road vehicle, it is above average at this end of the market with good quality fabrics and plastics. It is equipped with an ergonomic dashboard and is superbly backlit with great heating controls. The car has excellent headroom and rear legroom. However, front passenger foot well has limited legroom. The headrests are difficult to adjust, especially to get them at the correct height for our heads or necks. It is also difficult to adjust drivers seat with the door shut. Don't get me wrong the Suzuki Grand Vitara has true off road performance, car-like ease to drive and is excellent value for money. It would go where many a so-called four-wheel drive would falter without lacking comfort or refinement. The Grand Vitara comes with a security conscious integrated radio single slot CD player, which is capable and very easy to use. This machine is a joy to drive and an excellent alternative to the family car.

Maruti Wagon R
the 1061cc MPFI low friction engine delivers an awesome 64bhp@6200rpm power for smoother pick-up and faster acceleration than other car engines in this category.

A 16 bit on-board computer with diagnostic capability monitors engine performance continuously. It checks the condition of the engine as soon as you turn it on and monitors the air-fuel ratio for optimum fuel efficiency.

The 4 valves per cylinder engine configuration gives better fuel economy than other cars. As per Autocar (May'04) Wagon R gives a mileage of 14.15 kmpl as against 13.3 kmpl by Santro Xing. This has been made possible due to the superior WagonR engine.

Dual Distributor-less Digital Ignition (DDLI) means an instant, hassle-free start every time and more efficient power distribution. A flat torque curve ensures quick pick-up at higher gears and lower rpm. You won't need to change the gears often. Its not just performance, Wagon R also has numerous innovative features. Accordingly, including a new engine. Wagon R is Japans top selling model, and it is to be seen if its success can be emulated in India.

Maruti Alto
The hottest little thing is really a hot cake among the car lovers. Just get inside and try this cool car. You will definitely fall in love with it. Finally your fantasy compact car is now a reality.

It's unique features make it distinct from the other cars.

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The electronic tachometer helps improve unmatched fuel efficiency. It is also equipped with a remote controlled fuel lid and trunk opener. A digital trip meter indicated the miles you have enjoyed riding on this cool car.

It is a highly safe car to drive on Indian roads. High tensile steel side door beams guard against front, rear and side collision impact. It has room for almost everything making it a real family car. Put all you want into a low roomy luggage compartment. It also has more boot space than other cars. Its seductive lines and stylish curves complement the muscular look. Two pressed lines on either side give it a distinct character and an unique halogen head lamp make it a beauty. The cool interiors of the car include a powerful AC, which is ideal for India's climate.

Maruti Esteem
Looked at against other cars in the Indian market in the mid-size segment, the Esteem seems a bit ordinary. For one, it definitely needs a new look as it is the replica of the earlier Maruti 1000 introduced in the mid-eighties. The Maruti 1000 was withdrawn as it was an extremely underpowered vehicle, and no one can deny that the Esteem has a great engine under its hood.

The fact remains, though, that the design has been around for close to two decades and a new look could do wonders for the car. This is because the Esteem's main asset is its engine, which leaves no doubt in anyone's mind that the Japanese make the best petrol motors on this planet. The all-aluminium engine with its hollow camshaft, which cuts down rotational inertia, is extremely light and responsive.

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The Esteem typifies Suzuki's expertise in using the four-valve-per cylinder, multi-point fuel-injection combination to create a power machine. The mid-size Esteem can reach 100 kmph speed from standstill in just 11.4 seconds quicker than the Lancer and the Astra.

The power-to-weight ratio of the Esteem is also the most favourable for a mid-size car. The power steering in the variants is quick and direct with a certain degree of feel. This is a boon in tight city driving conditions. The gearbox is slick and shifting a real joy.

The Esteem is available in a large number of variants. New Euro 2 variants of the Esteem LX, VX and AX are the biggest attraction now. As for the diesel variants there is the Esteem Di and the base Esteem D version. Then there is the Esteem Vxi and the Esteem LX Euro 1 version.

The Euro 2 versions are a definite upgrade on the earlier versions as they come with 85 bhp against the earlier weaker 57 bhp variants. Among the two diesel variants, the Di is the top-of-the-line version with power steering, windows, rear defogger and halogen lamps, to name a few features.

The Vxi version and the Euro 2, VX and AX come well equipped with power steering and power everything. But the VXI version is a step ahead as it has a rear defogger, a laminated windshield and a number of extra add-on features such as protective mouldings on the side.

Maruti Baleno
The Baleno has the looks and feel of a winner. This was Maruti Udyog's first D-segment car launched in India to compete with the Mitsubishi Lancer and the Honda City. This is also Suzuki's biggest passenger car and in Japan and other markets. The Baleno is called the Cultus in Japan.
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The Baleno is probably the best-equipped car in the market today. It is available in two variants one the base version and the top-end Baleno Altura. Both are identical in almost every aspect except that the Altura version is bigger and heavier and is equipped with some standout features like grip assist, which is there both in the front and the rear, electrically operated A/C louvre switches, a rear windshield wiper and washer, roof rails, foot rest and luggage hooks.

Other features present in both the models include a rear defogger, third brake light, trunk lighting, rear safety belts and the very useful 'key-not-removed buzzer.' By any standards, the car is very spacious and here at last is one car that provides ample legroom for the rear passengers.

The Baleno's 1.6-litre engine with 16 valves, multi-point-fuel-injection, a hollow camshaft and distributorless electronic ignition is a gem. It is a SOHC unit where all four valves are operated via rockers driven by a single camshaft. It gives 94bhp at 6,000 rpm and a torque of 13.4kgm at 3,000rpm. The spirit of the car is bottled in a highly responsive and fuel-efficient 1590cc SOHC engine.

The Baleno is identical to the Honda City in length and width though it is smaller than the Lancer and the Astra. The Baleno's rectangular, meshed grille stands out from the bodywork with its chrome border. The bonnet flows smoothly around the grille area and blends into the bumper.

The Baleno is suspended on a fully-independent set-up, with MacPherson struts, both front and rear. An anti-roll bar is standard in the front. The suspension is mounted on a sub-frame, which reduces noise, vibration and harshness levels.

The Baleno reaches 0-100 kmph in 11.13 seconds and a top speed of 180 kmph and gives a mileage of 11.1 kmpl in towns and 15.9 kmpl on highways. The Baleno is Maruti's first upper-end model to compete with

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the Opel Astra, the Mitsubishi Lancer and the Honda City. The Baleno is Suzuki's biggest and most important passenger car.

Maruti 800
The Maruti 800 is the largest-selling car in India and with good reason. This car offers the best value for money among all Indian cars combining ease of driving, good fuel economy and reliability.

Historically, it has the blessings of the government behind it also. But the car's low-cost structure remains unmatched. No manufacturer today, maybe not even Maruti Udyog itself, would be able to make a car like the 800 today, at the same price. Hence, the cost advantage of the indomitable 800 is the reason behind its phenomenal success.

The Maruti 800, which enabled millions of urban middle-class families to become first-generation

owners of a four-wheeler because of its affordable price, has seen several improvements over the years the main reason why it has stuck around for so long.
The latest improvement in the Maruti 800 is the introduction of a multi-point fuel-injection (MPFI) system to meet new emission norms. The MPFI system is complemented by a four-valve per-cylinder head and five-speed gearbox giving it a level of performance very few cars in this segment can match. It is also the most man euvrable car around. It's compact, nimble and the easiest thing to drive in urban surroundings. Parking is also not a problem for this baby.

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For those wanting to save on fuel the Maruti 800 is the answer. The increased power hasn't changed its fuel efficiency. It gives a highway run of 21.9 kmpl, while in the city it gives 13.9 kmpl.

Maruti Gypsy
The Maruti Gypsy is India's version of the Suzuki Jimny, which was at one time one of the best-selling four-wheel drives in the world. The Gypsy can go nearly anywhere, though is not as solid a workhorse as the Mahindra Jeeps.

But considering its size and weight, it is tough and can take a lot of battering. As a personal four-wheel-drive car, it does well as it is refined, better finished and is much easier to drive than any Jeep. And it is also extremely reliable and, to a large extent, trouble-free. In India it is available in two Euro 2 variants the HT and the ST version. The HT version has features like fabric upholstery and a fibre reinforced plastic top, while the ST version has a foldable windscreen and a removable canvas top.

Apart from this the two are nearly the same as they both give 80 bhp power @ 6000 rpm and come with a 1300cc engine pulled by a torque of 103 Nm @ 4500 rpm.

Maruti Omni
The Maruti Omni Van is basically a Japanese commercial van that has been converted with some modifications into a passenger vehicle. This

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is basically an underpowered vehicle mainly due to its excessive weight.

It is heavier than a car because its body is not aerodynamic. Also due to its high stance it appears to be slightly unstable. In high-speed crosswinds, the Omni becomes unstable and shaky because its wheels are small and the centre of gravity high.

The Omni also has a tendency to pitch and bounce on an uneven terrain. The ride quality is also not up to regular standards due to the suspension, which appears to be of leaf spring lineage. However, manoeuvrability is very good for a car of such dimensions and is far superior to that of the 800. Its turning cycle, too, is better than the 800s.

In terms of space efficiency, the Omni beats the higher-priced breed of small cars. The vehicle can accommodate five passengers and stack their luggage easily. The rear sides offer greater comfort with plenty of legroom and door-to-door carpets. The sliding doors help in easy entry and exit when in a crowded parking lot.

Maruti Versa
If you are looking out for a station wagon that you can drive to work and also take out your family and friends for a picnic, you can safely reach out for the Maruti Versa, a mini-van with the looks of a car.

The Maruti Versa, unlike the Omni, has a fairly well-defined snout with a three -groove grille. The bonnet, the headlights, the black chin spoiler and the bumper with a huge airintake capacity give it a sporty look. It is an incredibly light car. Decked in a conventional van layout, the Versa's engine is located under the front seats.

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Its bonnet houses the radiator and electric fan as well as the AC condenser and reservoirs for the coolant, washer fluid and brake fluid. The Versa uses disc brakes for the front and also has a pressure-regulating valve.

The side panels are tastefully delineated with snazzy graphics, which extend from the tail lamp to the front door. The car employs the proven and ultra reliable 1298cc four-cylinder SOHC of the Esteem. Maruti engineers have taken special care to reduce noise, vibrations and harshness levels to acceptable limits. They have also made appreciable efforts to improve safety features in the car, and the monocque construction provides a rigid safety cell with side impact bars to protect against frontal impacts. Firm suspension settings ensure comfort and control.

The Versa's interiors have a familiar Maruti ring. The interiors are tastefully done with brushed aluminium look, though a substantial borrowing has been made from the Maruti family parts bin to bring down costs. With a similar dashboard, steering wheel and instrument panel, there is very little difference between a Versa, the Alto or a WagonR. But the new SDX version of the Versa has a leather-wrapped steering wheel and metallic finished dashboard.

The SDX version is a seven-seater, while the base Versa DX and the middle variant DX2 is an eight-seater. One can slide and recline the front row seats to adjust space between the first and middle rows. The SDX and DX2 versions of the Versa are equipped with twin air conditioners one in front and one at the rear. The rear AC has independent controls and overhead ducts.

The Versa is probably among the safest cars to drive. Safety features include side-impact absorbing beams, front-impact beams and a steel pipe frame in the rear seat. Height adjustable head restraints, brake boosters and a collapsible steering column are the other safety features.

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The Versa boasts of a powerful 16-valve, 1298cc engine generating 82 bhp at 6000 rpm, and controlled by a 16-bit engine management system. The car also possesses higher power to weight ratio not present in any other MUV. The Versa can reach 100 kmph from standstill position in just 13.5 seconds.

Maruti Zen
The Zen is based on the 1991 Suzuki Cervo Mode, a Japanese-market-only model. The Maruti Zen was the first car by Maruti designed for the worldwide market, with India being the only production hub. The car's design and specifications are contemporary with world standards.

In essence, the Zen, (sold as Suzuki Alto abroad) which looks like an extremely well-fed Maruti 800, drives like a dream. It offers more than adequate performance and is delightful to handle.

The Zen was also the first Indian car to win accolades abroad, being voted the best car in its category in Belgium and the Netherlands in 1997 in addition to being the top car in the UK in terms of operating costs in the same year.

Zen was the first car to have all-aluminium engine, electronic distributor pump, electric fuel pump in the fuel tank, suction resonator and a dash panel of sandwich construction. Starting from the 993cc engine, developing 50bhp in carburetted form and 58.5bhp in fuel-injected form, most of the power of the Zen comes in at the higher reaches of the power band.

The five-speed ultra-slick gearbox in the Zen continues to be one of best boxes in an Indian car. A collapsible steering column is another safety feature present in all the variants of the car. The Zen is

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available in four variants the LX, VX, VXi and D. A deluxe model has also just been launched; it boasts of central wood finish console and suede leather upholstery.

Accessories in the car include, music system, sun visors on both sides, front and rear assist grip, fabric upholstery, power window and power steering is available in the VX and Vxi variants.

Safety features in all the variants include: energy absorbing collapsible steering column, side-impact door beams in front and rear, child-proof locks on rear doors, rear windshield wiper and washer, central locking and protective mouldings on side.

Maruti Swift
Maruti Udyog, flush with bookings for the new Swift, will ramp up its production from 200 to 250-260 units per day, starting 19 June. The plant will be shut for a week prior to that for annual maintenance work.

Launched on May 25 in New Delhi, the Swift has also been launched in several other cities since then, including Mumbai, Ahmedabad, Hyderabad and Chennai. With an estimated 20,000 bookings, the car is booked for the coming three months or so. Meanwhile, the company has already announced an increase in prices for the car, marking the end of 'introductory pricing' which Maruti's MD, Jagdish Khattar had alluded to at the launch. As a result, all bookings effective 9 June will be made at the new retail tags. While the base model LXi's price has been increased by Rs 8,000, those of the VXi and ZXi have been raised by Rs 10,000 each. Maruti has said the prices are for fresh bookings and will not impact the estimated 20,000 bookings already received.

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The increases in retail price tags, barely two weeks after the launch, will bring the Swift's price closer to that of its closest competitor, the Hyundai Getz, prices of which start at around Rs 4.5 lakh. Sources said that while Maruti had indicated that prices would change, the timing has come as a bit of a surprise, as one would have expected the introductory pricing to be in force for at least a month. According to other sources, Maruti had not expected so many bookings, and the company wouldn't mind the little extra breathing space if some potential customers cancelled their bookings.

Maruti's sales in the first two months of this fiscal have been down by about four percent, at an estimated 80,476 units as against 84,050 units in the year-earlier period. Exports have also fallen by 61 percent in this period. The company's volume in the domestic A2 segment grew by 23 percent which is inclusive of 2,981 units of the Swift, dispatched during May 2005. In the A3 segment, Maruti's sales grew 48 percent during the month compared to sales in the year-earlier period.

The company has laid the foundation stone of its new plant at Manesar. The new plant will involve an investment of over Rs 3,200 crore, of which Rs 1,500 crore will be spent to build a new car assembly plant and Rs 1,748 crore for a diesel engine manufacturing facility for local consumption and exports.

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Maruti Swift DZire

The new Swift DZire joined the Swift and SX4 in Suzuki's Indian lineup and is intended to "redefine the market and stir excitement in the entry level sedan segment". It's a good news for the consumers because Swift DZire, which comes both in diesel and petrol engines, offers luxury feature options including integrated stereo, steering mounted audio controls, automatic climate control and power windows as well. Not only this but, it is also equipped with latests safety features like Dual Airbags, ABS with EDB, collapsible steering column and an i-CATS anti-theft facility. It's true to say that many of these features are being offered for the first time in this segment in contemporary car market in India. Variants Petrol LXI VXI ZXI LDI VDI ZDI Diesel

RANGE OF COLOURS There is a wide range of colors for the customers. The newly Swift DZire is offered in seven colours: Arctic White Silky Silver Clear Beige Midnight Black
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Bright Red Azure Gray Sovereign Blue Features Launched as a replacement of the earlier mid size sedan Maruti Esteem, the Swift DZire is sophisticated in look and features. There is a long list of features of Swift DZire which includes:

INTERIORS
Steering Mounted Audio Controls: Swift DZire is equipped with a classy dashboard integrated audio system with remote control along with powerful speaker. Automatic Climate Control (ACC): Whenever you need to choose you temperature, just choose the temperature you desire and the on-board computers is there to auto-adjust to the weather outside, maintaining precise cabin temperature.

EXTERIORS
Makes Heads Turn with its desirable exteriors: There is a chiseled shoulder line to complement muscular flared wheel arches and sills. Rich chrome styling for an imposing grille and an impressive rear is also there now. Stylish wraparound tail lamps fitted. Powerful clear lens headlamps for superior night visibility is and additional benefit for you. Headlight leveling allows you perfect light beam adjustment while driving. A high mounted stop lamp and a rear bumper-integrated fog lamp give clear signals to following traffic, thus avoiding accidents. Comfort & Convenience Indulge your desire of complete comfort: All around power windows for improved convenience to the drivers is there now. Sounds absorbing materials and vibration dampers for a smooth and pleasurable drive. Now, there is height adjustable drivers seat for personalized driving position. A tilt adjustable steering column lets you to set it just right for your height, so you enjoy a comfortable drive and enjoy the ride even for long distance.

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Improved comfort in the back row for those who don't drive but enjoy the ride. Variants

Maruti Suzuki SX4

Maruti Suzuki India Ltd.. is out with it's cutting edge new model, Maruti Suzuki SX4, a joint venture made by two of automobile czars, Suzuki and Maruti. The model closely follows the Swift platform, therefore, it is easily available with exclusive features which makes it all the more desirable among car connoisseurs. A mini SUV (sport utility vehicles) style, SX4 is almost like a car in it's construction & comfort context. The model is found in two- and four- wheel drive. With two variants, the model is all set to conquer the Indian auto biz market. These are commonly referred as the "Urban Line" & the "Outdoor Line", where the latter is more like an SUV in appearance compared to the first one. The car is expected to have 1590cc petrol engine making it capable enough to deliver a power of 94bhp and a torque of 13.4kgm.

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OTHER FEATURES
Maruti Suzuki SX4 is assorted with elegant features which makes the model worth possessing. These are : ABS EBD Dual SRS airbags Front and rear side doors having impact beams Seat belt pre-tensioners Force limiters Car immobilizer Anti theft device Switchable three-mode 4x4 system for : 2WD 4WD Auto mode 4WD Lock mode Colors Colors for Maruti Suzuki SX4 are quite unique & contemporary in nature

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MARUTI RITZ

Maruti Ritz is the perhaps the most awaited and hyped car from Maruti Suzuki. The car is positioned in the premium A2 market segment, which includes its compact offering such as Alto, WagnoR, Swift, Zen and the newly-launched A-Star. Hundai has already launched their i10 model in the Indian market. Now, its the turn of market leaders maruti Suzuki to respond with a brand new vehicle for the Indian market. Engineers from Maruti Suzuki worked at close quarters with their Japanese counterparts in the development of the Ritz, much like that for the A-Star.MUL seems to be going the complete distance to insure that the Ritz manages to make an impact on the cut-throat A-2 hatchback space. How far the new Ritz manages to complete with its counterparts is yet to be seen in the time to come. Ritz launched in the Indian markets on 15th May,2009, the Ritz Maruti is one of the first BS-IV complaint cars of India. Priced at Rs 4 Lakh to Rs.5 Lakh, the Ritz Maruti has a sporty new look with cool spacy interiors. It's true to say segment in contemporary car market in India.that many of these features are being offered for the first

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time in this segment in contemporary car market in India. Mruti Ritz LXi Mruti Ritz VXi Mruti Ritz VXi ABS Mruti Ritz ZXi Mruti Ritz VDi Mruti Ritz LDi Mruti Ritz VDi ABS Features Alloy wheels Engine immobilizer(iCATS) Steering-mounted audio controls Front seat under tray 60:40 rear split seats Driver seat / Steering wheel / Seatbelt height adjustor

Awards
2005
Number one in JD Power SSI for the second consecutive year. Number one in JD Power CSI for the sixth time in a row - the only car to win. it so many times. M800, WagonR and Swift topped their segments in the TNS Total. Customer Satisfaction Study.
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 Leadership in the JD Power Initial Quality Study - Alto number one in its segment for the 2nd time in a row, Esteem number one in its segment for the 3rd year in a row, Swift number one in the premium compact segment. WagonR and Esteem top their segments in the JD Power APEAL study TNS ranks Maruti 4th in the Corporate Reputation Strength (CSR) study (#1 in Auto sector)-Feb 05 Maruti bagged the "Manufacturer of the year" award from Autocar-CNBC (2nd time in a row)-Feb 05 First Indian car manufacturer to reach 5 million vehicles sales Business World ranks Maruti among top five most respected companies in India-Oct 04 Maruti ranked among top ten (Rank7) greenest companies in India by Business Today - Sep '04

2004 Maruti Suzuki was No. 1 in Customer satisfaction, No. 1 in Sales Satisfaction No.1 in Product Quality (Esteem and Alto) and No. 1 in Product Appeal (Esteem and Wagon R) No. 1 in Total Customer Satisfaction (Maruti 800, Zen and Alto) Business World ranked us among the country's five most respected companies Business World ranked us the country's most respected automobile company Voted Manufacturer of the year by CNBC Voted one of India's Greenest Companies by Business Today-AC Nielson ORG-MARG

2003 Maruti 800, Maruti Zen and Maruti Esteem make it to the top 10 automotive brands in "Most Trusted Brand survey 2003" J D Power ranked 3 models of Maruti on top: Wagonr, Zen and Esteem

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 Maruti 800 and Wagonr top in NFO Total Customer Satisfaction Study 2003. MUL tops in J D Power CSI (2001) for 4th time in a row

2001 MUL tops in J D Power CSI (2001) for 2nd time in a row: another international first

2000 Maruti bags JD Power CSI - 1st rank; unique achievement by market leader anywhere in the world

1999 MSM launched as model workshop in India; achieves highest CSI rating. Central Board of Excise & Customs awards Maruti with "Samman Patra", for contribution to exchequer and being an ideal tax assessee

1998 CII's Business Excellence Award

1996 Maruti wins INSSAN award for "Excellence in Suggestion Scheme" Awarded the Star Trading House status by Ministry of Commerce

1994-95 Engineering Exports Promotion Council's award for export performance

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1994 Best Canteen award among Haryana Industries as part of employee welfare

1992-93 Engineering Exports Promotion Council's award for export performance

1991-92 Engineering Exports Promotion Council's award for export performance

ISO 9001:2000
At Maruti, our approach to quality is in keeping with the Japanese practice--"build it into the product". Technicians themselves inspect the quality of work. Supervisors educate and instruct technicians to continually improve productivity and quality. The movement of quality indicators is reviewed in weekly meetings by the top management.

In 2001, Maruti Udyog Ltd became one of the first automobile companies anywhere in the world to get an ISO 9000:2000 certification. AV Belgium, global auditors for International Organization for Standardization(ISO), certified Maruti after a four day long audit, covering varied parameters like Customer Focused organization, Leadership, Involvement of people, Process approach, System approach to Management, Continual improvement, etc.

In May 1995, Maruti got ISO 9002 certification. The audit for this covered quality assurance in production, installation, marketing and sales as well as after sales services. We were also one of the first companies in the world to pioneer ISO 9000 certification for our dealers.
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In October 1993, MUL passed the Conformity Of Production (COP) Audit, which is based on a European

Union Directive. This authenticated our quality systems and testing facilities for export to Europe.

The emphasis on total quality has meant that today it is in a position to guide vendors and dealers in establishing and consolidating their individual quality systems. This commitment to quality has ensured a consistently satisfying product and world-class sales and after-sales services.

Employee Quality Measures

Kaizen is based on the concept of making incremental improvements in its products. It incorporates a series of continuous small and simple improvements, which aim at involving employees at all levels.

The Suggestion Scheme is based on the same principle. Under this scheme, employees are encouraged to make suggestions for improvement in any area of our operation. Over 50,000 suggestions are received from employees every year.

Maruti has won the First place in "Excellence in Suggestion Scheme Contest 2003", which is the 6th consecutive award won in as many years. This contest is organized by Indian National Suggestion Schemes Association (INSSAN). Since 1998 Maruti has won this award 10 times.

"Quality Circles" are groups of five to eight members from a particular work area who work as a team to identify priorities and solve work related problems in the area.

It believe that it is this unwavering commitment to quality that will lead to the further growth of the organization as competition increases

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WHATS NEW Maruti Leads March with Stellar Performance

Your favourite car company, Maruti Udyog Limited has closed the financial year 2005-06 with an annual sale of 6,72,122 units, the highest ever since the company began operations 20 years ago. This annual sale figure includes exports of 71175 units, the highest ever since Maruti began exporting cars in 1988, a growth of 59% over 2004-05. Maruti's annual sale in 2005-06 represents a growth of 30 per cent over 2004-05. During March 2006, the company sold 52700 units, including 8282 exports. This is the highest ever sale in the domestic market in a month by Maruti. This is also the highest ever export in a month by the company. The record sale performance was a fitting end to an eventful year during which the company's Public Issue was oversubscribed 10 times and became a landmark for the Indian stock markets and the Government's Divestment programme. During the year, Maruti earned further customer appreciation, being ranked FIRST in J D Power Customer Satisfaction Survey for a record fourth year in a row. The company's WagonR, Zen and Esteem models topped their categories in the J D Power Initial Quality Study 2005. Quality improvements along the chain, notably by the company's component suppliers, contributed to this achievement. Besides, WagonR was ranked FIRST in its category in Total Customer Satisfaction Survey conducted by NFO Automotive. The year also saw Maruti make major strides towards its goal of becoming Suzuki Motor Corporation's R and D hub for Asia outside Japan. It introduced upgraded versions of Wagon R and Zen, the latter completely designed and styled inhouse.

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India's most popular car, Maruti 800, strengthened its leadership with a 17 per cent growth even as Maruti's partnership with State Bank of India and its Associate Banks enabled it to reach car finance to smaller towns and cities across the country. During the year, Maruti consolidated its leadership in the A 2 (premium compact) segment, with Alto growing by over 130 per cent and finishing as the country's fastest growing A2 Segment model for the year. With the launch of Grand Vitara XL-7 during the year, Maruti marked its entry into the top-end Luxury SUV segment of the Indian car market. The record sales performance was ably supported by Maruti's dealerships. During the year, the company ended its relationship with several non-performing dealerships and enhanced it with the good performers. The new car sales network grew from 243 outlets to 280, with coverage expanding from 160 cities to 182. The dealerships also participated in the expansion of Maruti's new businesses, including Maruti Insurance, Maruti Finance, Maruti True Value (Pre Owned cars) and N2N (Corporate Lease and Fleet Management Services). These services made Maruti vehicles even more attractive for customers. Maruti's service network, known for its size and quality, expanded to a landmark 1000 cities and towns during the year. The Maruti-managed Institute of Driving Training and Research in Delhi made major contribution to safe drivinq which was widely recoqnised. notably by the Hon'ble Delhi High Court.

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PORT FOLIO ANALYSIS

MATRIX Of MARUTI SUZUKI STAR: The Company has long run opportunity for growth and profitability. They have high relative
market share and high Growth rate. SWIFT, SWIFT DESIRE AND ZEN ESTILO is the fast growing and has potential to gain substantial profit in the market.

QUESTION MARK: there are also called as wild cats that are new products with potential for success
but there cash needs are high And cash generation is low. In auto industry of MARUTI SX4, GRAND VITARA, ASTAR there has been improve the organization reputation

As they want successful not only in Indian market but as well as in global market.

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CASH COW: It has high relative market share but compete in low growth rate as they generate cash
in excess of their needs.

MARUTI 800, ALTO AND WAGNOR have fallen to ladder 3 & 4 due to introduction of ZEN ESTALIO and A STAR.

DOG: The dogs have no market share and do not have potential to bring in much cash.BALENO, OMINI,
VERSA There business have liquidated and trim down thus The strategies adopted are that are harvest, divest and drop.

BCG; matrix can serves as a simple tool for viewing a corporations business portfolio at a glance , and
may serves as a starting point for discussing resource allocation among strategic business units.

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35

CURRENT STRATEGIES FOLLOWED BY MARUTI SUZUKI OFFERING ONE STOP SHOP TO CUSTOMERS OR CREATING DIFFERENT REVENUE STREAMS
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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NEED OF THE STUDY

A study of customer satisfaction at Maruti Udyog Ltd. is undertaken in order to know the customer satisfaction and position of the company and to know the strength and weakness and to assess the profitability of the company. Customer satisfaction is most significant part in all companies in India. It help a company to makes his policies according to the needs and wants of the customer. We know that customer taste change after a period thats why its important for company perspective to implement his strategy and policies according to his customer. This study help us to know about the company strategy which they formulate for their customer to make a better relationship with them.

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SCOPE OF THE STUDY.

Today, for any organization or firm to survive in this competitive world depends on its ability to be dynamic and be different from the competition to be unique in the industry. Customer satisfaction helps every organization to keep the existing customer and to build new customer. This research is aimed at profiling the standard customer with an aim to increase the network and improve company-customer relations. The information gathered through this research can be used by the company to improve its services and became more customers friendly. This can increase the goodwill of the company and its overall performance. Thus this study is aimed to provide the management with some knowledge about its status in market both in terms of sales and customer awareness. The research also aims to provide some ideas to improve the companys present condition. This study done in Rohan Motors, Gr.Noida And this study is completed in 45 days.

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OBJECTIVES OF THE STUDY

The objectives are.

1. 2. 3. 4. 5. To find the mode of purchase by the customers. To find the brand status, brand loyalty in the mind of customer for Maruti. To find out the way of handling the customer of company. To find and analyze the various parameters of buying decision of customers. To find the Strength, Weakness, Opportunity, Threats of the company.

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Research Methodology
The type decision and specification of a work or taste is as important as its target and achievement. The study of aimed to provide the comparative account regarding the Total models of Maruti cars in the market. I found out the position and condition of selected models and various things. For this project survey, I made the questionnaire and collected data from the journals, internet, and magazines.

Research:
Research can also be defined as scientific and systematic search to time information for specific topic.

Problem Identification:
Define the problem chosen for investigation such as-:

Analysis of after sales- services Analysis the level of customer satisfaction.

Market share of different brands etc.

Research design
Research design is the basic framework which provides guidelines for data collection and data analysis the researcher especially pin point that to carryout research properly.

1) How the data would be collected.

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2) Which instrument for data collection would be used? 3) What sampling plan would be used?

The data collection methods are basically of these types- observation, experimentation and survey. I used the survey method of data collection because in the Market Research method I can gather a wide range of valuable information on over behavior of consumer for product.

RESEARCH
Definition of marketing research is approved by the board of the American MarketingAssociation (AMA) is: Marketing research is the functions which links the customer and public to marketer through information used to identity and define marketing opportunities and problems; generate define and evaluate, marketing actions, monitor marketing performance, and improve understanding of Marketing as a process. Simply, marketing research is the systematic design, collection, analysis and Reporting of the data findings relevant to a specific marketing situation facing the company. Careful planning through all stages of the research is anecessity.Objectivity in research is all- important. The heart of the scientific method is The objective gathering and analysis of the information. The function of marketing research within a company is to provide the Information and analytical inputs necessary for effective planning of future marketing activity, control of marketing operations in the present and evaluation of marketing results.A research may undertake any of three types of research investigationsdepending upon the problem. These three types of research included. Basic research, Applied research and Designated fact gathering.

Objectives of Research

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The purpose of research is to discover answers to questions through the application of scientific procedures. The main aim of research is to find out the truth which is hidden and which has not been discovered as yet. Though researcher study has to its own specific purpose, we may thin of research objectives as falling into a number of following broad groupings. 1. To gain familiarity with a phenomenon or to achieve new insights into it, 2. To portray accurately the characteristics of a particular individual, situation or a group. 3. To determine the frequency with which something occurs or with it is associated with something else. 4. To test a hypothesis of a casual relationship between variables.

Steps in Sales Research Process

Marketing Research Process can be carried out through the following steps: Define the problem and research objectives

Develop the research plan

Collect the information

Analysis and interpretations

Present the findings.

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RESEARCH METHODOLOGY
Research methodology is a way to scientifically solve the research problem. It may be understood as a

science of studying how research is done scientifically. In it we study the various steps that are generally adopted by a researcher in studying his research problem along with the logic behind them. It is necessary for the researcher to know not only the research methods / techniques but also the methodology. It defines what the activity of research is, how to proceed, how to measure progress, and what constitutes success. It helps to understand not only the products of scientific inquiry but the process itself. It aims to describe and analyze methods, throw light on their limitations and resources, clarify their presuppositions and consequences, relating their potentialities the twilight zone at the frontier of knowledge

RESEARCH DESIGN
The research design is the arrangement of conditions for collection and analysis of data in a manner that aims to combine relevance to the research purpose with economy in procedure. In fact Research design is the conceptual structure within which the research is conducted; it constitutes the blueprint for the collection, measurement and analysis of data.

STEPS IN RESEARCH DESIGN:

1. Formulating the Research Problem 2. Extensive Literature Review 3. Developing the objectives 4. Preparing the Research Design including Sample Design 5. Collecting the Data 6. Analysis of Data 7. Generalization and Interpretation

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8. Preparation of the Report or Presentation of Results-Formal write ups of conclusions reached.

SAMPLING:
Sampling is the processes of systematically choosing a sub-set of the total population you are interested in surveying. With sampling, you produce findings that can be generalized to the target population of your program. The basic idea in sampling is extrapolation from the part to the wholefrom the sample to the population. (The population is sometimes rather mysteriously called the universe.) There is an immediate corollary: the sample must be chosen to fairly represent the population. Methods for choosing samples are called designs. Good designs involve the use of probability methods, minimizing subjective judgment in the choice of units to survey. Samples drawn using probability methods are called probability samples.Bias is a serious problem in applied work; probability samples minimize bias. As it turns out, however, methods used to extrapolate from a Probability sample to the population should take into account the method used to draw the sample; otherwise, bias may come in through the back door. The ideas will be illustrated for sampling people or business records, but applies more broadly. There are sample surveys of buildings, farms, law cases, schools, trees, trade union locals, and many other populations. It is a process of obtaining information about an entire population by examining only a part of it. The technique for the process is non-probability sampling. Under this in I have used Judgmental sampling and then Convenience sampling. In Judgmental sampling I first sought advice of my instructor, and accordingly I chose the samples. After this I selected the items as per convenience sampling.

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Sampling Methods:1) Probability Sampling Method 2) Non-Probability Sampling Method

Probability Sampling Methods

1) A simple random sample:- A simple random sample is obtained by choosing elementary units in search a way that each unit in the population has an equal chance of being selected. A simple random sample is free from sampling bias. However, using a random number table to choose the elementary units can be cumbersome. If the sample is to be collected by a person untrained in statistics, then instructions may be misinterpreted and selections may be made improperly. Instead of using a least of random numbers, data collection can be simplified by selecting say every 10th or 100th unit after the first unit has been chosen randomly as discussed below. Such a procedure is called systematic random sampling. 2) A stratified sample:- A stratified sample is obtained by independently selecting a separate simple random sample from each population stratum. A population can be divided into different groups may be based on some characteristic or variable like income of education. Like anybody with ten years of education will be in group A, between 10 and 20 group B and between 20 and 30 group C. These groups are referred to as strata. You can then randomly select from each stratum a given number of units which may be based on proportion like if group A has 100 persons while group B has 50, and C has 30 you may decide you will take 10% of each. So you end up with 10 from group A, 5 from group B and 3 from group C.

3) A cluster sample:- A cluster sample is obtained by selecting clusters from the population on the basis of simple random sampling. The sample comprises a census of each random cluster selected. For example,

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a cluster may be something like a village or a school, a state. So you decide all the elementary schools in New Delhi are clusters. You want 20 schools selected. You can use simple or systematic random sampling to select the schools, and then every school selected becomes a cluster.

Non Probability Sampling Methods

Convenience Sampling:- Where the researcher questions anyone who is available. This method is quick and cheap. However we do not know how representative the sample is and how reliable the result. Quota Sampling:- Using this method the sample audience is made up of potential purchasers of your product. For example if you feel that your typical customers will be male between 18-23, female between 26-30, then some of the respondents you interview should be made up of this group, i.e. a quota is given. The judgment sample:- A judgment sample is obtained according to the discretion of someone who is familiar with the relevant characteristics of the population.

DATA COLLECTION
Sources of information: through Primary & secondary Data.

Primary data: Primary data is that which data collect in new by primary sources.
Questionnaire

I used the survey method frank questionnaire with general face-to-face interaction of consumers.

Secondary data: these data already exist in the companies magazines.

I collect the secondary data from:-

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Magazines Journals Internet Annual Reports

Sample size: Sampling plan is to decide the population for study. My total sampling for research is 100
for different areas of Noida.

SURVEY

One of the most common and widely used primary data collection methods is survey. With use of survey, we can gather a wide range of valuable information on overt behavior of the consumer, viz, attitudes motive, and opinions. The earlier two methods (observation and experiment) are not capable to yield such information. The primary data, using any of these three above mentioned method can be collected from any population comprised any type of respondent group like customers, middlemen, competitors, salesmen, company employees, etc. Surveys are best suited for descriptive research. Companies undertake survey to learn about the peoples knowledge, belief, preferences, and satisfaction and to measure there magnitudes in the general population.

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MARUTI SWOT ANALYSIS

STRENGTH
Early mover Advantage Established supply chains and dealer networks. Strong brand names Good reputation among customers Cost advantages from Economies of scale. Muscle power in government policies. Wider service network. Better service quality.

WEAKNESS
Lack of in house R&D spending. Reactive in launching new models Cost advantage in Maruti 800 segment going down. No presence in diesel engine segment which is gives post purchase fuel economy. Disinvestment policy ambiguity is playing on future strategies.

THREAT
Shifts in consumer tastes away from the firm's products. Emergence of substitute new models by competitors. Disinvestment process getting slower and decreasing efficiency.

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Maruti 800 sales going down which is star performer of company till now. Government decreasing custom duties on second hand and imported cars. Tata Indica and Hyundai getting hold in medium size segment.

OPPORTUNITY
New car can be launched. Battery Cars with low price. Disinvestment and Suzuki gaining full control. Diesel variants of new cars. Huge installed capacity can be used for exports from India. Rural customers can be graduated from scooter to entry level Maruti 800. Rising middle class income. Financing options Second hand car sales market Auto parts market

SCM strategies:
It encompasses all processes from `Mother earth to point of sale'. Seamless flow of material and information is the key for supply chain. This helps in reducing inventory which in turn leads to low costs and increases flexibility, improving price-value offerings. This resulted in reducing the indigenous inventory level at MUL to 2.9 days in1998-99 from nine days in 1995-96.

Material handling and storage:

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This is being effectively managed by using recyclable packaging with plastic bins and metal trolleys. This has done away the job of unpacking the supplies at the factory unit. It also aids decentralized unloading near the assembly line and uses gravity conveyors using no electric power or manpower.

Extended enterprise:
MUL developed a long-term relationship with the vendors by looking at them as extended enterprises. It trusted its vendors to the extent of asking them to do self-inspection of parts supplied by them and by not going in for a second quality check at the factory point. This has resulted in minimizing duplication of work and thus avoiding performance of non-value adding activities.

Vendor selection:
Much attention has been paid by MUL in the selection of its vendors as most of them have been identified as OEMs avoiding Tier-I category. This has led to an effective percolation of all SCM practices across the organization.

Modularization:
This has been the key area of focus for MUL. It encouraged proximity warehousing by locating most vendors near by the factory unit at Gurgaon. Modularization of vendors has helped MUL in addressing the specific problems of a particular set of vendors.

Material transportation:
This is the most tangible form of logistic cost and this has been achieved by a milk-run system. This unique method of pooling supplies of various vendors of one area in a truck has resulted in a drastic cut in this cost. MUL identified the vendors located in a particular area, classified their production pattern and achieved transportation of supplies from them at one go.

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Delight customers:
By providing better price-value offering. This can be achieved by re-engineering and re-configuring processes that reduce costs. At Maruti, this has been successfully achieved by adhering to kaizen principles diligently.

E-solution:
The maker of the little car that marked the beginning of a new revolution in the auto sector, this homegrown system was extended to its sales and dealer network through an email-based ordering system with about 250 outlets. For instance, if a dealer has to place an order, he generates it in his own machine with all the specifications (e.g. color, model etc) and sends it through an email to Maruti. The system there automatically checks the order, classifies it accordingly and sends it to the respective database.

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LIMITATION OF THE STUDY

1. Time restriction was 45 days of project work in the organization. 2. The information, which was needed, could not be made public by the organization. 3. The study are related to MARUTI UDYOG LTD. only 4. The finding and suggestion cannot be generalized. 5. The study covered a wide concept hence wide collection and coverage of information was not easily possible.

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Customer satisfaction
Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals." In a survey of nearly 200 senior marketing managers, 71 percent responded that they found a customer satisfaction metric very useful in managing and monitoring their businesses.

It is seen as a key performance indicator within business and is often part of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. "Within organizations, customer satisfaction ratings can have powerful effects. They focus employees on the importance of fulfilling customers expectations. Furthermore, when these ratings dip, they warn of problems that can affect sales and profitability. . . . These metrics quantify an important dynamic. When a brand has loyal customers, it gains positive word-of-mouth marketing, which is both free and highly effective." Therefore, it is essential for businesses to effectively manage customer satisfaction. To be able do this, firms need reliable and representative measures of satisfaction.

"In researching satisfaction, firms generally ask customers whether their product or service has met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When customers have high expectations and the reality falls short, they will be disappointed and will likely rate their experience as less than satisfying. For this reason, a luxury resort, for example, might receive a lower satisfaction rating than a budget moteleven though its facilities and service would be deemed superior in 'absolute' terms." The importance of customer satisfaction diminishes when a firm has increased bargaining power. For example,
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cell phone plan providers, such as AT&T and Verizon, participate in an industry that is an oligopoly, where only a few suppliers of a certain product or service exist. As such, many cell phone plan contracts have a lot of fine print with provisions that they would never get away if there were, say, a hundred cell phone plan providers, because customer satisfaction would be way too low, and customers would easily have the option of leaving for a better contract offer.

There is a substantial body of empirical literature that establishes the benefits of customer satisfaction for firms.

Purpose

A business ideally is continually seeking feedback to improve customer satisfaction.

"Customer satisfaction provides a leading indicator of consumer purchase intentions and loyalty." Customer satisfaction data are among the most frequently collected indicators of market perceptions. Their principal use is twofold:"

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"Within organizations, the collection, analysis and dissemination of these data send a message about the importance of tending to customers and ensuring that they have a positive experience with the companys goods and services."

"Although sales or market share can indicate how well a firm is performing currently, satisfaction is perhaps the best indicator of how likely it is that the firms customers will make further purchases in the future. Much research has focused on the relationship between customer satisfaction and retention. Studies indicate that the ramifications of satisfaction are most strongly realized at the extremes." On a five-point scale, "individuals who rate their satisfaction level as '5' are likely to become return customers and might even evangelize for the firm. (A second important metric related to satisfaction is willingness to recommend. This metric is defined as "The percentage of surveyed customers who indicate that they would recommend a brand to friends." When a customer is satisfied with a product, he or she might recommend it to friends, relatives and colleagues. This can be a powerful marketing advantage.) "Individuals who rate their satisfaction level as '1,' by contrast, are unlikely to return. Further, they can hurt the firm by making negative comments about it to prospective customers. Willingness to recommend is a key metric relating to customer satisfaction."

Construction
Organizations need to retain existing customers while targeting non-customers. Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace.

"Customer satisfaction is measured at the individual level, but it is almost always reported at an aggregate level. It can be, and often is, measured along various dimensions. A hotel, for example,

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might ask customers to rate their experience with its front desk and check-in service, with the room, with the amenities in the room, with the restaurants, and so on. Additionally, in a holistic sense, the hotel might ask about overall satisfaction 'with your stay. As research on consumption experiences grows, evidence suggests that consumers purchase goods and services for a combination of two types of benefits: hedonic and utilitarian. Hedonic benefits are associated with the sensory and experiential attributes of the product. Utilitarian benefits of a product are associated with the more instrumental and functional attributes of the product (Batra and Athola 1990)

Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organization's products.

Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988 provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived experience of performance. This provides the measurer with a satisfaction "gap" which is objective and quantitative in nature. Work done by Cronin and Taylor propose the "confirmation/disconfirmation" theory of combining the "gap" described by Parasuraman, Zeithaml and Berry as two different measures (perception and expectation of performance) into a single measurement of performance according to expectation.

The usual measures of customer satisfaction involve a survey with a set of statements using a Likert Technique or scale. The customer is asked to evaluate each statement and in term of their perception

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and expectation of performance of the organization being measured. Their satisfaction is generally measured on a five-point scale.

"Customer satisfaction data can also be collected on a 10-point scale." "Regardless of the scale used, the objective is to measure customers perceived satisfaction with their experience of a firms offerings." It is essential for firms to effectively manage customer satisfaction. To be able do this, we need accurate measurement of satisfaction.

Good quality measures need to have high satisfaction loadings, good reliability, and low error variances. In an empirical study comparing commonly used satisfaction measures it was found that two multi-item semantic differential scales performed best across both hedonic and utilitarian service consumption contexts. According to studies by Wirtz & Lee (2003), they identified a six-item 7-point semantic differential scale (e.g., Oliver and Swan 1983), which is a six-item 7-point bipolar scale, that consistently performed best across both hedonic and utilitarian services. It loaded most highly on satisfaction, had the highest item reliability, and had by far the lowest error variance across both studies. In the study, the six items asked respondents evaluation of their most recent experience with ATM services and ice cream restaurant, along seven points within these six items: please me to displeased me, contented with to disgusted with, very satisfied with to very dissatisfied with, did a good job for me to did a poor job for me, wise choice to poor choice and happy with to unhappy with.

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A semantic differential (4 items) scale (e.g., Eroglu and Machleit 1990), which is a four-item 7-point bipolar scale, was the second best performing measure, which was again consistent across both contexts. In the study, respondents were asked to evaluate their experience with both products, along seven points within these four items: satisfied to dissatisfied, favorable to unfavorable, pleasant to unpleasant and I like it very much to I didnt like it at all.

The third best scale was single-item percentage measure, a one-item 7-point bipolar scale (e.g., Westbrook 1980) . Again, the respondents were asked to evaluate their experience on both ATM services and ice cream restaurants, along seven points within delighted to terrible.

It seems that dependent on a trade-off between length of the questionnaire and quality of satisfaction measure, these scales seem to be good options for measuring customer satisfaction in academic and applied studies research alike. All other measures tested consistently performed worse than the top three measures, and/or their performance varied significantly across the two service contexts in their study. These results suggest that more careful pretesting would be prudent should these measures be used.

Finally, all measures captured both affective and cognitive aspects of satisfaction, independent of their scale anchors. Affective measures capture a consumers attitude (liking/disliking) towards a product, which can result from any product information or experience. On the other hand, cognitive element is defined as an appraisal or conclusion on how the products p erformance compared against expectations (or exceeded or fell short of expectations), was useful (or not useful), fit the situation (or did not fit), exceeded the requirements of the situation (or did not exceed).

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Methodologies
American Customer Satisfaction Index (ACSI) is a scientific standard of customer satisfaction. Academic research has shown that the national ACSI score is a strong predictor of Gross Domestic Product (GDP) growth, and an even stronger predictor of Personal Consumption Expenditure (PCE) growth. On the microeconomic level, academic studies have shown that ACSI data is related to a firm's financial performance in terms of return on investment (ROI), sales, long-term firm value (Tobin's q), cash flow, cash flow volatility, human capital performance, portfolio returns, debt financing, risk, and consumer spending. Increasing ACSI scores has been shown to predict loyalty, word-of-mouth recommendations, and purchase behavior. The ACSI measures customer satisfaction annually for more than 200 companies in 43 industries and 10 economic sectors. In addition to quarterly reports, the ACSI methodology can be applied to private sector companies and government agencies in order to improve loyalty and purchase intent. Two companies have been licensed to apply the methodology of the ACSI for both the private and public sector: CFI Group, Inc. and Foresee Results apply the ACSI to websites and other online initiatives. ASCI scores have also been calculated by independent researchers, for example, for the mobile phones sector, higher education, and electronic mail.

The Kano model is a theory of product development and customer satisfaction developed in the 1980s by Professor Noriaki Kano that classifies customer preferences into five categories: Attractive, One-Dimensional, Must-Be, Indifferent, Reverse. The Kano model offers some insight into the product attributes which are perceived to be important to customers.

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SERVQUAL or RATER is a service-quality framework that has been incorporated into customersatisfaction surveys (e.g., the revised Norwegian Customer Satisfaction Barometer) to indicate the gap between customer expectations and experience.

J.D. Power and Associates provides another measure of customer satisfaction, known for its top-box approach and automotive industry rankings. J.D. Power and Associates' marketing research consists primarily of consumer surveys and is publicly known for the value of its product awards.

Other research and consulting firms have customer satisfaction solutions as well. These include A.T. Kearney's Customer Satisfaction Audit process, which incorporates the Stages of Excellence framework and which helps define a companys status against eight critically identified dimensions.

For Business to Business (B2B) surveys there is the InfoQuest box. This has been used internationally since 1989 on more than 110,000 surveys (Nov '09) with an average response rate of 72.74%. The box is targeted at "the most important" customers and avoids the need for a blanket survey.

In the European Union member states, many methods for measuring impact and satisfaction of egovernment services are in use, which the eGovMoNet project sought to compare and harmonize

These customer satisfaction methodologies have not been independently audited by the Marketing Accountability Standards Board (MASB) according to MMAP (Marketing Metric Audit Protocol).

CUSTOMER CENTRIC APPROACH Marutis customer centricity is very much exemplified by the five times consecutive wins at J D Power CSI Awards. Focus on customer satisfaction is what Maruti lives with. Maruti has successfully shed off the public- sector laid back attitude image and has inculcated the customer-friendly approach
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in its organization culture. The customer centric attitude is imbibed in its employees. Maruti dealers and employees are answerable to even a single customer complain. There are instances of cancellation of dealerships based on customer feedback. Maruti has taken a number of initiatives to serve customer well. They have even changed their showroom layout so that customer has to walk minimum in the showroom and there are norms for service times and delivery of vehicles. The Dealer Sales Executive, who is the first interaction medium with the Maruti customer when the customer walks in Maruti showroom, is trained on greeting etiquettes. Maruti has proper customer complain handling cell under the CRM department. The Maruti call center is another effort which brings Maruti closer to its customer. Their Market Research department remains on its toes to study the changing consumer behaviour and market needs.Maruti enjoys seventy percent repeat buyers which further bolsters their claim of being customer friendly. Maruti is investing a lot of money and effort in building customer loyalty programmes. COMMITTED TO MOTORIZING INDIA Maruti is committed to motorizing India. Maruti is right now working towards making things simple for Indian consumers to upgrade from two-wheelers to the car. Towards this end, Maruti partnerships with State Bank of India and its Associate Banks took organized finance to small towns to enable people to buy Maruti cars. Rs. 2599 scheme was one of the outcomes of this effort. Maruti expects the compact cars, which currently constitute around 80% of the market, to be the engine of growth in the future. Robust economic growth, favorable regulatory framework, affordable finance and improvements in infrastructure favor growth of the passenger vehicles segment. The low penetration levels at 7 per thousand and rising income levels will augur well for the auto industry.

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Maruti is busy fine-tuning another innovation. While researching they found that rural people had strange notions about a car - that the EMI (equated monthly instalments) would range between Rs 4,000 and Rs 5,000. That, plus another Rs 1,500-2,000 for monthly maintenance, another Rs 1,000 for fuel (would be the cost of using the car). To counter that apprehension, the company is working on a novel idea. Control over the fuel bill is in the consumer's hands. But, maintenance need not be. Says Khattar: "What the company is doing now is saying how much you spend on fuel is in your hands anyway. As far as the maintenance cost is concerned, if you want it that way, we will charge a little extra in the EMI and offer free maintenance." MARUTI EMERGING AS R&D HUB FOR SUZUKI MOTOR CORPORATION Japanese auto major Suzuki is all set to convert Maruti suzuki india limited Ltds research and development (R&D) facility as its Asia hub by 2007 for the design and development of new compact cars, according to a top official of the firm. The countrys leading car manufacturer will make substantial investments to upgrade its research and development centre at Gurgaon in Haryana for executing design and development projects for Suzuki. This includes localisation, modernisation and greater use of composite technologies in upcoming models. The company will be hiring more software engineers and technocrats to handle Suzukis R&D projects. Investment would be more in terms of manpower than in infrastructure, which is already in place. Apart from working on innovative features, the R&D teams will focus on latest technologies using CAD-CAM tools to roll out new models that will meet the needs of MARUTI SUZUKI INDIA LIMITEDs diverse customers in the future. KEY SUCCESS FACTORS (1)The Quality Advantage

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Maruti Suzuki owners experience fewer problems with their vehicles than any other car manufacturer in India (J.D. Power IQS Study 2004). The Alto was chosen No.1 in the premium compact car segment and the Esteem in the entry level mid - size car segment across 9 parameters. (2)A Buying Experience Like No Other Maruti Suzuki has a sales network of 307 state-of -the-art showrooms across 189 cities, with a workforce of over 6000 trained sales personnel to guide MARUTI SUZUKI INDIA LIMITED customers in finding the right car. (3)Quality Service Across 1036 Cities In the J.D. Power CSI Study 2004, Maruti Suzuki scored the highest across all 7 parameters: least problems experienced with vehicle serviced, highest service quality, best in-service experience, best service delivery, best service advisor experience, most user-friendly service and best service initiation experience. 92% of Maruti Suzuki owners feel that work gets done right the first time during service. The J.D. Power CSI study 2004 also reveals that 97% of Maruti Suzuki owners would probably recommend the same make of vehicle, while 90% owners would probably repurchase the same make of vehicle. (4)One Stop Shop At Maruti Suzuki, customers will find all car related needs met under one roof. Whether it is easy finance, insurance, fleet management services, exchange- Maruti Suzuki is set to provide a singlewindow solution for all car related needs. (5) The Low Cost Maintenance Advantage The acquisition cost is unfortunately not the only cost customers face when buying a car. Although a car may be affordable to buy, it may not necessarily be affordable to maintain, as some of its

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regularly used spare parts may be priced quite steeply. Not so in the case of a Maruti Suzuki. It is in the economy segment that the affordability of spares is most competitive, and it is here where Maruti Suzuki shines.

(6)Lowest Cost of Ownership The highest satisfaction ratings with regard to cost of ownership among all models are all Maruti Suzuki vehicles: Zen, Wagon R, swift dzire, Maruti 800, Alto and Omni. (7) Technological Advantage It has introduced the superior 16 * 4 Hypertech engines across the entire Maruti Suzuki range. This new technology harnesses the power of a brainy 16-bit computer to a fuel-efficient 4-valve engine to create optimum engine delivery. This means every Maruti Suzuki owner gets the ideal combination of power and performance from his car.

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Data analysis & interpretation 1. Knowledgeable sales person

Knowledgeable Salesperson Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree No.Of Respondents 0 0 0 86 14 Percentage 0% 0% 0% 86% 14%

90 80 70 60 50 40 30 20 10 0 No. of Respondents Percentage

Strongly Agree Agree Neither Disagree Nor Agree Disagree Strongly Disagree

Interpretation:- 86% people agreed that the sales persons are knowledgeable and 14% strongly disagreed that the sales persons are knowledgeable.

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2. Employees spent enough time with you before sales Employees spent enough No.of Respondents 0 0 0 64 36 Percentage 0% 0% 0% 64% 36%

time with you before sales Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

70

60
50 40 30 20 10 0 No. of Respondents

Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

Interpretation:- 64% people agreed that the sales persons spent enough time with them before the sales and 36% strongly agreed with this.

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3. Employees spent enough time with you during sales

Employees spent enough time with you during sales Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree No.of Respondents 0 4 0 62 34 Percentage 0% 4% 0% 62% 34%

70 60 50 40 30 20 10 0 No. of Respondents
Strongly Agree Strongly Disagree Disagree Neither Disagree Nor Agree Agree

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Interpretation:- 62% agreed that sales persons spent enough time with them during the sales ,

while 34% strongly agreed that the sales persons spent enough time with them during sales and only 4% disagreed with this.

4. Employees spent enough time with you after sales

Employees spent enough time with you after sales Strongly Disagree Disagree Neither Disagree Nor A Gree Agree Strongly Agree 0 54 26 0% 54% 26% No.of Respondents 0 22 Percentage 0% 22%

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60 50 40 30 20 10 0 No. of Respondents
Neither Disagree Nor Agree Agree Strongly Agree Strongly Disagree Disagree

Interpretation:- 60% agreed that the sales persons spent enough time with them after sales ,26% strongly agreed with this and 14% disagreed that the sales persons spent enough time with them after sales

5.Display of merchandize
Display of Merchandize Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree No.of Respondents 0 0 0 94 6 Percentage 0% 0% 0% 94% 6%

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100 80

Strongly Disagree Disagree

60 40 20 0 No. of Respondents Percentage

Neither Disagree Nor Agree Agree Strongly Agree

Interpretation:- 94% agreed that the display of merchandize was attractive and 6% strongly agreed that the display of merchandize was attractive.

6. Availability of the Product

Availability of the Product Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree No.Of Respondents 0 4 0 91 5 Percentage 0% 4% 0% 91% 5%

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100 80 60 40 20 0 No. of Respondents

Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

Interpretation:- 91% agreed that the availability of the product was there, 5% strongly agreed that the availability was there while only 4% said they disagreed with this.

7. Variety of the Product Selection Merchandize

Strongly Disagree Disagree

of
No.of Respondents 0 6 Percentage 0% 6%

Neither Disagree Nor Agree Agree

0 87

0% 87%

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Strongly Agree

7%

90 80 70 60 50 40 30 20 10 0 No. of Respondents

Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

Interpretation:- 87% agreed that there was variety/selection of merchandize whereas 7% strongly agreed that enough variety was there and 6% disagreed with this

8. Vehicle in Good Condition

Vehicle in Good Condition Strongly Disagree No.of Respondents 0 Percentage 0%

Disagree

2%

Neither Disagree Nor Agree Agree Strongly Agree

0 82 16

0% 82% 16%

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100 80 60 40
Neither Disagree Nor Agree Strongly Disagree Disagree

20
Agree

0 No. of Respondents

Strongly Agree

Interpretation:- 82% agreed that the vehicle was in good condition when delivered ,16% strongly agreed with this whereas only 2% disagreed with this.

9. Price Are Affordable

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Prices Are Affordable Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

No.of Respondents 0 12

Percentage 0% 12%

15 21 52

15% 21% 52%

60 50 40 30 20 10 0 No. of Respondents Percentage

Strongly Disagree

Disagree

Neither Disagree Nor Agree Agree

Strongly Agree

Interpretation:- 64% strongly agreed that the prices are affordable , 21% agreed that the prices are affordable whereas only 15% said that they neither disagreed nor agreed with this.

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10. Attractive Discounts Offered

Attractive Discounts Offered Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree 0 47 27 0% 47% 27% No.of Respondents 0 26 Percentage 0% 26%

60 50 40 30 20 10 0 No. of Respondents
Neither Disagree Nor Agree Agree Strongly Agree Strongly Disagree Disagree

Interpretation:- 55% agreed that the discounts offered are attractive , 34% strongly agreed with this while 11% disagreed and said that the discounts offered were not attractive.

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CONCLUSION
The price of a car is just one-third of what it cost you over its lifetime. Running and maintaining it make up the other two-thirds. Take into account resale value and its real cost becomes clear. Maruti Suzuki stands for value as much as it stands for performance. In spite of rising input costs, we try our best to keep prices down. Their running costs and resale values are unbeatable too. Nothing matches the delight their cars deliver. In the JD Power CSI study 2005, 85% of Maruti Suzuki owners stated that they would definitely recommend the car they drive to someone else. Infact, you dont buy a Maruti Suzuki. You invest in it. After the rash of new cars launches the past two years, the relative lull in the auto industry is showing up in the customer satisfaction indices. According to the 2005 four-wheeler Total Customer Satisfaction (TCS) study conducted by the specialist division of TNS Automotive, the automobile ownership experience or customer ownership experience has declined in all areas compared to 2004. The study is one of the largest syndicated automotive studies in India, representing the responses of more than 7,000 new car buyers. The comprehensive study covers over 50 models with customer evaluations taken in the key areas of sales satisfaction, product quality, vehicle performance and design, after-sales service, brand image, and cost-ofownership. The TCS index score provides a measure of satisfaction and loyalty a given model enjoys with its customers. According to TNS Automotive, the decline is predominantly for older, small and entry mid-size car models. The ageing of these models seems to be posing a stiffer challenge for manufacturers to sustain past performance levels at a time when customer expectations are rising sharply.

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Suggestions
Quality of Dealership should be improve. Uniform of Sales Executives. Proper visiting cards should be available to the executives. Mostly dealers dont have their specific website. Maruti should regard as generous discount offers during Festival Season like Navratra, Dusshera, and Diwali to gear-up their sales. Maruti should advertise in Sports because sports are increasingly cutting into the share of mass entertainment channels. Maruti can start Money Bond Scheme instead of giving Cash Discount with more value. Customers eligible for an income bond, encashable after a 15year period. More test drives should be offered. Should be more particular about Post Sales Follow Up as it shows the concern with the customer. Should put in more efforts to promote Maruti Finance , Autocard and Accessories. of the company

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BIBLIOGRAPHY
In order to prepare my research project report, I have gone through these books & magazines: Books: Bhattacharya D.K. & Kumar Dipak: Research methodology,first edition 2003:excel book,reprint 2004. Koter Philip, marketing management,eleventh edition:person education;sixth Indian reprint 2004. Kothatri C; research methodology; methods and techniques;second edition;wiley eastern; 4th reprint 1993. Mohan Rao K Ram, services marketing,person education,first Indian print 2005. Ramaswamy V S & Nama Kumari S,marketing management,third edition: Mac Milan India Ltd. Websites; www.cardekho.com www.gaddi.com www.marutisuzuki.com www.scribd.com www.wikipedia.com

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QUESTIONNAIRE
NAME:-.. ADDRESS:-. CONTECT NO. Q - 1:- How do people rate this agreement on the knowledge status of the salespersons? Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

Q 2:- Do you think employees spent enough time with you before sales? Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

Q 3:- Have employees spent enough time with you during sales? Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

Q 4:- Have employees spent enough time with you after sales? Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

Q 5:- How do you consider display of merchandize? Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

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Q 6:- Do you consider availability of product as satisfactory? Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

Q 7:- Do you think that is enough variety of merchanize? Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

Q 8:- Is the vehicle in good condition when it is delivered to you? Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

Q 9:- Do you agree that prices of the vehicles are affordable? Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

Q -10:- Do you think that are attractive discounts offered by Maruti? Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

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