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 Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

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

Employees spent enough time with you before sales Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

No. of Respondents 0 0 0 64 36

Percentage 0% 0% 0% 64% 36%

70 60 50 40 30 20 10
Neither Disagree Nor Agree Agree Strongly Agree Strongly Disagree Disagree

0 No. of Respondents

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

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
Disagree Strongly Disagree

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

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.

Employees spent enough time with you after sales Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

No. of Respondents 0 22 0 54 26

Percentage 0% 22% 0% 54% 26%

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

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.

Display of Merchandize Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree
100 80

No. of Respondents 0 0 0 94 6

Percentage 0% 0% 0% 94% 6%

Strongly Disagree Disagree

60 40 20 0 No. of Respondents Percentage

Neither Disagree Nor Agree Agree Strongly Agree

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

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%

100 80 60 40 20 0 No. of Respondents

Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

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.

Variety/Selection of No.of Merchandize Respondents Strongly Disagree 0 Disagree 6 Neither Disagree Nor Agree 0 Agree 87 Strongly Agree 7

Percentage 0% 6% 0% 87% 7%

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

Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

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

Vehicle in Good Condition Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

No. of Respondents 0 2 0 82 16

Percentage 0% 2% 0% 82% 16%

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

Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

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

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

No. of Respondents 0 12 15 21 52

Percentage 0% 12% 15% 21% 52%

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

Strongly Disagree

Disagree

Neither Disagree Nor Agree Agree

Strongly Agree

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.

Attractive Discounts Offered Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

No. of Respondents 0 26 0 47 27

Percentage 0% 26% 0% 47% 27%

60 50 40 30 20 10 0 No. of Respondents

Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

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.

Dcor Of The Waiting Area Is No. of Pleasing Respondents Strongly Disagree 0 Disagree 0 Neither Disagree Nor Agree 0 Agree 80 Strongly Agree 20
80 70 60 50 40 30 20 10 0 No. of Respondents Percentage

Percentage 0% 0% 0% 80% 20%

Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

80%agreed that the dcor of the waiting area was pleasing while 20% strongly agreed that the dcor of the waiting area was pleasing

Offered A Test Drive Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree
80 60 40 20 0 No. of Respondents Percentage

No. of Respondents 0 20 0 74 6
Strongly Disagree

Percentage 0% 20% 0% 74% 6%

Disagree

Neither Disagree Nor Agree Agree

Strongly Agree

74%agreed that the test drive was offered to them ,6% strongly agreed that the test drive was offered while 20% disagreed with this.

Post Sales Follow Up Done Regularly Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree
60 50 40 30 20 10 0 No. of Respondents Percentage

No. of Respondents 0 15 0 59 26

Percentage 0% 15% 0% 59% 26%

Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

59%agreed that the post sales follow ups are done regularly , 26% srongly agreed and 15%disagreed with this.

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

No. of Respondents 0 9 12 61 18

Percentage 0% 9% 12% 61% 18%

Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

64% agreed that the response to complaints is quick ,18% strongly agreed , 12% neither agreed nor disagreed and 6% disagreed with this.

Service At Maruti Service Station Is Excellent Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

No. of Respondents 0 4 0 82 14

Percentage 0% 4% 0% 82% 14%

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

Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

82% said that the service at maruti service station is excellent , 14% strongly agreed while only 4% disagreed with this.

Careful With Personal Information Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

No. of Respondents 0 0 8 85 7

Percentage 0% 0% 8% 85% 7%

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

Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

85% agreed that yes they were careful with personal information, strongly agreed with this and 8% neither agreed nor disagreed.

All The Commitments Are Fulfilled Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree
90 80 70 60 50 40 30 20 10 0 No. of Respondents

No. of Respondents 0 7 0 6 87

Percentage 0% 7% 0% 6% 87%

Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

94% strongly agreed that all the commitments were fulfilled and 6% agreed with this.

Value For Money Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree
100 80

No. of Respondents 0 0 0 2 98

Percentage 0% 0% 0% 2% 98%

Strongly Disagree Disagree

60 40 20 0 No. of Respondents Percentage

Neither Disagree Nor Agree Agree Strongly Agree

98% strongly agreed that maruti provides value for money while 2% agreed with this.

Are you aware of the following facilities provided by maruti Maruti insurance Yes No
100 80 60 40 20 0 No. of Respondents
Yes No

No. of Respondents Percentage 98 98% 2 2%

98% said yes that they are aware about maruti insurance while only 2% said that they were not aware. Extended warranty Yes No No. of Respondents Percentage 97 97% 3 3%

100 80 60 40 20 0 No. of Respondents

Yes No

97% said they were aware about extended warranty and 3% said that they did not know about this.

True value Yes No

No. of Respondents Percentage 98 98% 2 2%

100 80 60 40 20 0 No. of Respondents

Yes No

98% said they were aware about true value and 2% said they were not aware. Maruti finance Yes No No. of Respondents Percentage 75 75% 25 25%

80 60 40 20 0 No. of Respondents
Yes No

75% said that they were aware about maruti finance and 25% said that they were not aware of it.

Autocard Yes No
100 80 60 40 20 0 No. of Respondents

No. of Respondents Percentage 84 84% 16 16%

Yes No

84% said that they were aware about autocard and 16% said that they were not aware of it. Genuine Accessories Yes No No. of Respondents Percentage 85 85% 15 15%

100 80 60 40 20 0 No. of Respondents

Yes No

85% said that they were aware of genuine accessories available and 15% said they were not aware.

What is your overall opinion about Maruti ? Choice Very bad Bad Neither bad nor good Good Very good No. of Respondents 0 0 0 4 96 Percentage 0% 0% 0% 4% 96%

100 80 60 40 20

Very bad

Bad

Neither bad nor good Good

0 No. of Respondents
Very good

96% said that there overall opinion about maruti was that it is ver good while 4% said that it is good. How likely would you recommend maruti? 90% people said they would very likely recommend maruti to other people and 10% said they would likely recommend maruti to others.

CONCLUSION

On an average more than 73% people feel that the prices are affordable whereas 12% do not agree, 74% believe that attractive discounts are offered whereas 26% are not satisfied with the discounts offered. 20% said that the test drives are not offered and 15% said that post sales follow ups are not done regularly whereas 85% said that they were done regularly but people feel that it is the peoples car as it is satisfactory on all other parameters: knowledgeable sales persons , employees spent enough time before and during sales, display of merchandise is attractive, availability of product, variety of merchandize, vehicle in good condition, prices are affordable, attractive discounts are offered, dcor of the waiting area is pleasing, responds to complaints quickly, service at maruti service station is excellent, careful with personal information and is value for money . The overall opinion about maruti is very good.

SUGGESTIONS
More test drives should be offered. Should be more particular about Post Sales Follow Up as it shows the concern of the company with the customer. Should put in more efforts to promote Maruti Finance , Autocard and Accessories.

Bibliography:
www.google.com www.marutiudyog.com Automobile Magazines Marketing Management by Philip Kotler Kothari. C. R, Research Methodology, New Age International(P) Ltd., New Delhi

Being an esteem customer of Maruti Udyog Limited you are requested to take out a few minutes and fill the following questionnaire. Q.1) How long have you been associated with Maruti? Q.2.)How would you rate Maruti on the following parameter Strongly Disagree Neither agree disagree agree Nor disagree Knowledgeable sales person Employees spent enough time with you: before sales During sales After sales Display of merchandise is attractive Availability of the product Variety/selection of merchandise Vehicle in good condition Prices are affordable Attractive discounts offered Dcor of the waiting area is pleasing Offered a test drive Post sales follow ups are done regularly Responds to complaints quickly Service at Maruti service station is excellent Careful with personal information All the commitments are fulfilled Value for money

Strongly agree

Q.3)Are you aware of the following facilities provided by maruti Yes Maruti insurance Extended warranty True value Maruti finance Autocard Genuine accessories No

Q.4) What is your overall opinion about Maruti? Very Bad 1 Bad 2 Neither Bad Nor Good 3 Good 4 Very Good 5

Q.5) How likely would you recommend Maruti? Very Unlikely 1 Date Very Likely 5 Sign

Thank You for your prestigious time.