Comparativestudyofmarutisuzukiandtatamotorswithreferencetoaftersalesservice 151211102713

SOLAPUR UNIVERSITY, SOLAPUR
1.1
INTRODCTION TO THE STUDY
The topic allocated by the company Chavan Motors div(1) pvt ltd. is Comparative study
of Chavan Motors and Marutisuzuki with reference to after sales services in Pandharpur region.
The topic covered consumer needs while purchasing the vehicle and also to know the best
company to provide the after sales service.
Indian automobile industry is all set to play the same role in the Indian Economy. Indian
automobile industry is one of the most modern , growing and vibrant automobile markets. In
India, marutisuzuki is one of the leading automobile manufacturers and the market leader in four
wheelers segment, both the terms of volume of vehicles sold and revenue earned.
The project included the primary objective needs of consumer in after sales service of four
wheelers and consumers perception about sales service of four wheeler vehicles in market.
All the suggestions can directly or indirectly help the company in generating more
sales.Consumer likes best quality products on any price so company at least technology in their
products.Consumer behavior always looks somewhat extra benefits while purchasing they should
demand for affordable price for product.Company should provide reliable products and services
to their costumers.Company should target both the group low income group people want to
purchase so company should provide their needs with affordable price.
After sales service, which is in after sell all kinds of services provided from the sales
promotion to see ,after sales service itself is also a marketing tool. Follow up the stage in
tracking, sales people to take various forms of co-operation, through the after sales service to
steps to improve the enterprise prestige of products and expand the market share, improve work
efficiency and benefit of selling. After sales service, it is to point to the production enterprises,
dealers, and the products (or service ) sales to customers ,to provide consumers after a series of
the consumers and changes in the concept of consumption. Consumers in purchasing products
,not only pay attention to product entity itself, in the similar product quality and performance
similar circumstances, more importance to product after sales service .therefore enterprise in the
SVERIs COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016)
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offer the good and cheap products at the same time, to offers consumers perfect after-sales
service, and has become a modern enterprise market a few competition.
1.2
OBJECTIVES OF STUDY
To understand the services awareness among the customer for their vehicle.
To know problems faced by the customer with reference to their vehicle.
To compare the after sales services provided by Tata Motors and Maruti Suzuki.
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1.3
SCOPE AND LIMITATIONS OF THE STUDY
SCOPE
This study is helpful in assessing the requirements of four wheelers buyers.
The importance of customer buying behavior needs to be understood by all the
manufacturer.
The rise in per capita income and rise of consumerism has helped four wheelers
manufacturers in introducing new models
This study reveals in-depth market analysis of what consumer needs .
This study focuses on customer needs when they purchase any car.
LIMITATIONS
Consumers were not ready to give proper answers to the interview as they were not
having time and few of them hesitating to share their opinion.
Period of project only 30 days.
The area selected for survey is limited to Pandharpur city and nearby villages.
1.4
RESEARCH METHODOLOGY
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1. Research Design
Research design provides the clue that holds the research project together. A design is used to
structure the research, to show how all of the major parts of the research project - the samples or
groups, measures, treatments or programs, and methods of assignment - work together to try to
address the central research questions.
Briefing of questionnaires
During the beefing we were informed the purpose of the research. all the terms in questionnaire
were explained in detailed.
Mock Interviews
This is the practice session given to the people going for the field work so that the interviews and
data collection is smooth.
Data collection:
Data can be collected by different intranet websites of the organization.

In Maruti Suzuki showroom the servicing department used to provide the information and data
when required.
In such surveys mainly Questionnaire is used as an effective tool for data collection
Primary data
Primary data is collected directly from the respondent through questionnaire method.
Secondary data
Secondary data is the data that has been already collected and analyzed for same or other person.
this type of data can be helpful at times while conducting the research.
Instrument of data collection

Questionnaire and personal communication were the two instruments that were used for
collecting data
Data analysis technique
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The data collected was mentioned on daily basis by the team leader in an excel sheet at
the end of study the data was plotted in various graphs.
3
Sampling design
Sample design is the specific plan of collecting the data from the preset target people. In
this project we were supposed to collect the data from individuals who had goes to the
servicing four wheeler vehicles.
Sample size:
The sample size 50
Areas
The area of study is PANDHARPUR.
Sampling technique:
Convince Sampling:
Conducted interviews based on the convince sampling. In this type of sampling
interviewer can conduct interview anywhere he wants from the target audience so long
they fulfill the basic requirements.
.
2.1 INTRODUCTION TO THE AUTOMOBILE INDUSTRY
In 2014, there were 3,695 factories producing automotive parts in all of India. The average firm
made US$6 million in annual revenue with profits close to US$400 thousand.
Automobile, self-propelled vehicle used primarily on public roads to other surfaces. Automobile
changed the world during the 20 thcentury , in the united .United States and other industrialized
nations r a n k among the leading causes of death and injury throughout the world. But for better
or worse, the 1900s can be called the age of the automobile , and cars will no doubt
continue to shape our culture and economy well into the 21st century.
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Key automobile manufactures in India
MarutiUdyog
General Motors
TVS Motors
Hero Motors
TATA Motors.
Ford Indial Ltd.
Eicher Motors
Bajaj Auto
Daewoo Motors India
Hindustan Motors
Hyundai Motors India Ltd.
Royal Enfield Motors
Telco
Dc Designs
Swarajmazda Limited.
Mahindra
2.1.1 AUTOMOBILE SECTOR IN INDIA

Earlier ,the only cars that were shining on the Indian roads were Ambassador and the premier
padmini. Locally assembled Fiat 1100 was premier Padmini, where as Ambassador is a replicate
of the Morris Oxford an old British Car. But now we have so many makes and models that it is
very difficult to remember them all.
It was in the year 1983,a joint venture between the government and Suzuki motors of Japan that
paved the way for a renaissance in the Indian automobile sector and gave birth to Maruti Suzuki
800 from the hatch back segment. and from then outwards were was no looking back for the
Indian car industry. Today India is the second largest two-wheeler market, the fourth largest
commercial vehicle market and eleventh largest passenger car market in the world.
Now we have so many foreign car market pouring in with different new, attractive and luxurious
models to meet the growing demands for cars ,these car manufacturers have set up their base in
India.
Name of car such as Audi, BMW ,Chevrolet Fiat, Honda, Hyundai, Mahindra,
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Mercedes-Benz, Skoda, Suzuki, Toyota Volkswagen, and Volvo. some of the makers like Ford
are playing to make India a regional hub that will allow exports of both small cars as well as
engines.
Maruti Suzuki is leader by far, but the No 2 spot in the Indian passenger
vehicles could be
anybodys game in the next couple of years, with at least four car makers in the race for that
position, reports.
It was previously one of the fastest growing markets globally, but it is currently experiencing flat
or negative growth rates. In 2009, India emerged as Asia's fourth largest exporter of passenger
cars, behind Japan, South Korea, and Thailand, overtaking Thailand to become third in 2010. As
of 2010, India was home to 40 million passenger vehicles. More than 3.7 million automotive
vehicles were produced in India in 2010 (an increase of 33.9%), making India the second fastest
growing automobile market in the world (after China).
2.2 INTRODUCTION TO MARUTI SUZUKI INDIA LTD.
Formerly known as MarutiUdyog Limited, is an automobile manufacturer in India. It is a

subsidiary of Japanese automobile and motorcycle manufacturer Suzuki. As of November 2012,
it had a market share of 37% of the Indian passenger car markets. Maruti Suzuki manufactures
and sells a complete range of cars from the entry level Maruti 800 (discontinued), Alto, to the
hatchback Ritz, Celerio, A-Star,Swift, Wagon R, Zen and sedans DZire, Ciaz, Kizashi and SX4,
in the 'C' segment Eeco, Omni, Multi Purpose vehicle Suzuki Ertiga, S-Cross and Sports Utility
vehicle Grand Vitara.The company's headquarters are at No 1, Nelson Mandela Road, New
Delhi.In February 2012, the company sold its ten millionth vehicle in India.
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Maruti Suzuki is India and Nepals number one leading automobile manufacturer and the market
leader in the car segment, both the terms of volume of vehicles sold and revenue earned. Until
recently 18.28% of company was owned by the Indian government and 54.20 % by Suzuki of
Japan.
MarutiUdyogLimited(MUL) was established In February 1981,though the actual production
commenced in 1983 with the Maruti 800,based on the Suzuki alto car which at the time was the
only modern car available in India,its only competitors the Hindustan Ambassador and premier
padmini were both around 25 years out of date at the point .Through 2013-14 ,Maruti Suzuki has
produced over 5 million vehicles . MarutiSuzukis are sold in India and various several other
countries ,depending upon export orders.
Company Profile:-Maruti Suzuki India ltd
Type
Public Ltd
Industry
Automotive
Predecessor
MarutiUdyog Limited
Founded
1981
Headquarters
New Delhi
Key People
Rc Bhargava
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Products
Automobiles
Revenue
407.65billion (US$6.1billion)(2013)
Net Income
16.81 Billion(US $260billion)(2013)
Employees
6,903(2013)
Parent
Suzuki
Website
Www.Marutisuzuki.Com
Current Model
Model
Launched
Category
Omni
Gypsy
Zen
1984
1985
1993
Minivan
SUV
Hatchback
WagonR
1999
Hatchback
Swift
2005
Hatchback
Grand Vitara
2007
Mini SUV
DZire
2008
Sedan
Ritz
2009
Hatchback
Ertiga
2012
Mini MPV
Alto 800
2012
Hatchback
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Stingray
2013
Hatchback
Celerio
2014
Hatchback
Sales and service network
As of 31 March 2014 Maruti Suzuki has 933 dealerships across 666 towns and cities in
all states and union territories of India. It has 3,060 service stations (inclusive of dealer
workshops and MarutAuthorised Service Stations) in 1,454 towns and cities throughout India. It
has 30 Express Service Stations on 30 National Highways across 1,436 cities in India.
Service is a major revenue generator of the company. Most of the service stations are managed
on franchise basis, where Maruti Suzuki trains the local staff. Other automobile companies have
not been able to match this benchmark set by Maruti Suzuki. The Express Service stations help
many stranded vehicles on the highways by sending across their repair man to the vehicle.
Maruti Insurance
Launched in 2002 Maruti Suzuki provides vehicle insurance to its customers with the help of the
National Insurance Company, Bajaj Allianz, New India Assurance and Royal Sundaram. The
service was set up the company with the inception of two subsidiaries Maruti Insurance
Distributors Services Pvt. Ltd and Maruti Insurance Brokers Pvt. Limited.
Maruti Finance
To promote its bottom line growth, Maruti Suzuki launched Maruti Finance in January 2002.
Prior to the start of this service Maruti Suzuki had started two joint ventures Citicorp Maruti and
Maruti Countrywide with Citi Group and GE Countrywide respectively to assist its client in
securing loan. Maruti Suzuki tied up with ABN Amro Bank, HDFC Bank, ICICI Limited, Kotak
Mahindra, Standard Chartered Bank, and Sundaram to start this venture including its strategic
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partners in car finance. Again the company entered into a strategic partnership with SBI in March
2003 Since March 2003, Maruti has sold over 12,000 vehicles through SBI-Maruti Finance. SBIMaruti Finance is currently available in 166 cities across India.
Citicorp Maruti Finance Limited is a joint venture between Citicorp Finance India and
MarutiUdyog Limited its primary business stated by the company is "hire-purchase financing of
Maruti Suzuki vehicles".
Citi Finance India Limited is a wholly owned subsidiary of Citibank Overseas Investment
Corporation, Delaware, which in turn is a 100% wholly owned subsidiary of Citibank N.A. Citi
Finance India Limited holds 74% of the stake and Maruti Suzuki holds the remaining 26%.
Capital, HDFC and Maruti Suzuki came together in 1995 to form Maruti Countrywide. Maruti
claims that its finance program offers most competitive interest rates to its customers, which are
lower by 0.25% to 0.5% from the market rates.
MarutiTrueValue
Maruti True service offered by Maruti Suzuki to its customers. It is a market place for used
Maruti Suzuki Vehicles. One can buy, sell or exchange used Maruti Suzuki vehicles with the help
of this service in India. As of 31 March 2010 there are 342 outlets.
Maruti Accessories
Many of the auto component companies other than Maruti Suzuki started to offer components
and accessories that were compatible. This caused a serious threat and loss of revenue to Maruti
Suzuki.
Maruti
Suzuki
started
new
initiative
under
the
brand
name Maruti
GenuineAccessories to offer accessories like alloy wheels, body cover, carpets, door visors, fog
lamps, stereo systems, seat covers and other car care products. These products are sold through
dealer outlets and authorized service stations throughout India.
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Exports
Maruti Exports Limited is the subsidiary of Maruti Suzuki with its major focus on exports and it
does not operate in the domestic Indian market. The first commercial consignment of 480 cars
were sent to Hungary. By sending a consignment of 571 cars to the same country Maruti Suzuki
crossed the benchmark of 300,000 cars. Since its inception export was one of the aspects
government was keen to encourage. Every political party expected Maruti Suzuki to earn foreign
currency. Angola, Benin, Djibouti, Ethiopia, Europe, Kenya, Morocco, Nepal, Sri Lanka,
Uganda, Chile, Guatemala, Costa Rica and El Salvador are some of the markets served by Maruti
Export.
Awards and recognition

The Brand Trust Report published by Trust Research Advisory, a brand analytics
company, has ranked Maruti Suzuki in the thirty seventh position in 2013 [ and
eleventh position in 2014among the most trusted brands of India.Bluebytes News, a
news research agency, rated Maruti Suzuki as India's Most Reputed Car Company in
their Reputation Benchmark Study[conducted for the Auto (Cars) Sector.
Manufacturing facilities
Maruti Suzuki has two manufacturing facilities in India. Both manufacturing facilities
have a combined production capacity of 14,50,000 vehicles annually. During a recent
meeting of the Gujarat chief minister with Suzuki Motor Corp chairman & CEO
Osamu Suzuki,the Chairman had said that the work on car manufacturing plant at
Mandal near Ahmedabad would be started soon. Maruti Suzuki to set up second plant
in Gujarat; acquires 600 acres.
The Gurgaon manufacturing facility has three fully integrated manufacturing plants and is spread
over 300 acres (1.2 km2). All three plants have an installed capacity of 350,000 vehicles annually
but productivity improvements have enabled it to manufacture 900,000 vehicles annually. The
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Gurgaon facilities also manufacture 240,000 K-Series engines annually. The entire facility is
equipped with more than 150 robots, out of which 71 have been developed in-house. The
Gurgaon Facilities manufactures the 800, Alto, WagonR, Estilo, Omni, Gypsy, Ertiga, Ritz .
MISSION VISION CULTURE AND VALUES OF MARUTI SUZUKI COMPANY

To be passionate in anticipating and providing the best vehicle and experiencing that excite our
customers globally.
Vision:
Mostadmired by our customers employees,business partners and shareholders for the experience
and value they enjoy from being with us.
Culture:
Accountability
Customer and product focus
Excellence
Speed
Values:
Inclusion
Integrity
Customer
Innovation
Concern for the environment
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Passion of excellence
Agility
FUTURE PLANS
MarutiSuzuki has reportedly planned well in advance about quite some future releases. The
automobile market is definitely beaming with new cars from several international car
manufactures ,especially in the small car segment. This as a result makes for tough competition
moreover the car makers are coming up with really innovative cars to beat the fuel prices and
rising costs to stay ahead in the competition. In such scenario,MarutiSuzuki the leading car
manufacturer does not want to lose its always dominant position in the Indian automobile market
and thus the future plans.
As of now, its known that marutisuzukis plan for the fresh lot includes a brand new compact
crossover based on SX4, and a next-gen small diesel car powered by 800cc engine. Apart from
the new entrants ,the automobile giant is coming up with maruti wagonR2013 with a new
refreshed look,as well as revamped Swift,which is an all-time favorite from the company.
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ORGANIZATION STRUCTURE OF MARUTI SUZUKI INDIA LTD.
CEO
General
Manager
Assistant
manager
Lead
engineer
Operation
manager
Site supervisor
Outside
manager
Structural engineer
Engineer
Senior egg
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2.3 INTRODUCTION TO TATA MOTORS LIMITED

INTRODUCTION:Tata Motors Limited (formerly TELCO, short for Tata Engineering and Locomotive Company) is
an Indian multinationalautomotive manufacturing company headquartered in Mumbai,
Maharashtra, India and a subsidiary of the Tata Group. Its products include passenger cars,
trucks, vans, coaches, buses, construction equipment and military vehicles. It is the world's 17thlargest motor vehicle manufacturing company, fourth-largest truck manufacturer, and secondlargest bus manufacturer by volume.
Tata Motors has auto manufacturing and assembly plants in Jamshedpur, Pantnagar, Lucknow,
Sanand, Dharwad, and Pune in India, as well as in Argentina, South Africa, Thailand, and the
United Kingdom. It has research and development centresin Pune, Jamshedpur, Lucknow, and
Dharwad, India and in South Korea, Spain, and the United Kingdom. Tata Motors' principal
subsidiaries purchased the British premium car maker Jaguar Land Rover (the maker of Jaguar,
Land Rover, and Range Rover cars) and the South Korean commercial vehicle manufacturer Tata
Daewoo. Tata Motors has a bus-manufacturing joint venture with Marcopolo S.A. (Tata
Marcopolo), a construction-equipment manufacturing joint venture with Hitachi (Tata Hitachi
Construction Machinery), and a joint venture with FiatChrysler which manufactures automotive
components and FiatChrysler and Tata branded vehicles.
Founded in 1945 as a manufacturer of locomotives, the company manufactured its first
commercial vehicle in 1954 in a collaboration with Daimler-Benz AG, which ended in 1969. Tata
Motors entered the passenger vehicle market in 1991 with the launch of the Tata Sierra,
becoming the first Indian manufacturer to achieve the capability of developing a competitive
indigenous automobile.In 1998, Tata launched the first fully indigenous Indian passenger car, the
Indica, and in 2008 launched the Tata Nano, the world's cheapest car. Tata Motors acquired the
South Korean truck manufacturer Daewoo Commercial Vehicles Company in 2004 and
purchased Jaguar Land Rover from Ford in 2008.
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HISTORY OF TATA MOTORS:-
The first-generation(199807) Tata Indicaone of the best-selling cars in the history of the Indian
automobile industry
Tata entered the commercial vehicle sector in 1954 after forming a joint venture with DaimlerBenz of Germany. After years of dominating the commercial vehicle market in India, Tata
Motors entered the passenger vehicle market in 1991 by launching the Tata Sierra, a multi utility
vehicle. Tata subsequently launched the Tata Estate (1992; a station wagon design based on the
earlier 'TataMobile' (1989), a light commercial vehicle), the Tata Sumo (1994; LCV) and the Tata
Safari (1998; India's first sports utility vehicle).
Tata launched the Indica in 1998, the first fully indigenous Indian passenger car. Although
initially criticized by auto analysts, its excellent fuel economy, powerful engine, and an
aggressive marketing strategy made it one of the best-selling cars in the history of the Indian
automobile industry. A newer version of the car, named Indica V2, was a major improvement
over the previous version and quickly became a mass favorite. Tata Motors also successfully
exported large numbers of the car to South Africa. The success of the Indica played a key role in
the growth of Tata Motors.
In 2004, Tata Motors acquired Daewoo's South Korea-based truck manufacturing unit, Daewoo
Commercial Vehicles Company, later renamed Tata DaewooOn 27 September 2004, Tata Motors
rang the opening bell at the New York Stock Exchange to mark the listing of Tata Motors.
In 2005, Tata Motors acquired a 21% controlling stake in the Spanish bus and coach
manufacturer Hispano Carrocera. Tata Motors continued its market area expansion through the
introduction of new products such as buses (Starbus and Globus, jointly developed with
subsidiary Hispano Carrocera) and trucks (Novus, jointly developed with subsidiary Tata
Daewoo).
In 2006, Tata formed a joint venture with the Brazil-based Marcopolo, Tata Marcopolo Bus, to
manufacture fully built buses and coaches.
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In 2008, Tata Motors acquired the British car maker Jaguar Land Rover, manufacturer of the
Jaguar, Land Rover, and Daimler luxury car brands, from Ford Motor Company.
In May 2009, Tata unveiled the Tata World Truck range jointly developed with Tata Daewoo; the
range went on sale in South Korea, South Africa, the SAARC countries, and the Middle East at
the end of 2009.
Tata acquired full ownership of Hispano Carrocera in 2009.
In 2009, its Lucknow plant was awarded the "Best of All" Rajiv Gandhi National Quality Award.
In 2010, Tata Motors acquired an 80% stake in the Italian design and engineering company Trilix
for 1.85 million. The acquisition formed part of the company's plan to enhance its styling and
design capabilities.
In 2012, Tata Motors announced it would invest around 6 billion in the development of
Futuristic Infantry Combat Vehicles in collaboration with DRDO.
In 2013, Tata Motors announced it will sell in India, the first vehicle in the world to run on
compressed air (engines designed by the French company MDI) and dubbed "Mini CAT".
In 2014, Tata Motors introduced first Truck Racing championship in India "T1 Prima Truck
Racing Championship".
On 26 January 2014, the Managing Director Karl Slym was found dead. He fell from the 22nd
floor to the fourth floor of the Shangri-La Hotel in Bangkok, where he was to attend a meeting of
Tata Motors Thailand.
On 02 November 2015, Tata Motors announced Lionel Messi as global brand ambassador at
New Delhi, to promote and endorse passenger vehicles globally.
OPERATIONS
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Tata Motors has vehicle assembly operations in India, the United Kingdom, South Korea,
Thailand, Spain and South Africa. It plans to establish plants in Indonesia, and Eastern Europe.
Tata Technologies Limited (TTL) is an 86.91%-owned subsidiary of Tata Motors which provides
design, engineering, and business process outsourcing services to the automotive industry. It is
headquartered in Pune (Hinjewadi) and also has operations in Detroit, London, and Thailand. Its
clients include Ford, General Motors, Honda, and Toyota.
The British engineering and design services company Incat International, which specializes in
engineering and design SERVICES and product lifecycle management in the automotive,
aerospace, and engineering sectors, is a wholly owned subsidiary of TTL. It was acquired by
TTL in August 2005 for 4 billion.
COMMERCIAL VEHICLES
Tata Ace
Tata Ace Zip
Tata Super Ace
Tata TL/Telcoline/207 DI pickup truck
Tata 407 Ex and Ex2
Tata 709 Ex
Tata 807 (Steel cabin chassis, cowl chassis, medium bus chassis, steel cabin + steel body
chassis)
Tata 809 Ex and Ex2
Tata 909 Ex and Ex2
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Tata 1109 (Intermediate truck)
Tata 1512 (medium bus chassis)
Tata 1612/1616 (heavy bus chassis)
Tata 1618 (semilow-floor bus chassis)
Tata 1623 (rear-engined low-floor bus chassis)
Tata 1518C (Medium truck) 10 ton
Tata 1613/1615 (medium truck)
Tata 2515/2516 (medium truck)
Tata Starbus (branded buses for city, intercity, school bus, and standard passenger
transportation)
Tata Divo (Hispano Divo fully built luxury coach)
Tata CityRide (12- to 20-seater buses for intracity use)
Tata 3015 (heavy truck)
Tata 3118 (heavy truck) (82)
Tata 4923 (ultraheavy truck) (64)
Tata Novus (heavy truck designed by Tata Daewoo)
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Tata Prima (the World Truck designed by Tata Motors and Tata Daewoo)
Tata Prima LX (stripped-down version of Tata Prima)
Tata Prima (Racing Trucks)
MILITARY VEHICLES
Tata LSV (Light Specialist Vehicle)
Tata Mine Protected Vehicle (44)
Tata 2 Stretcher Ambulance
Tata 407 Troop Carrier, available in hard top, soft top, 44, and 42 versions
Tata LPTA 713 TC (44)
Tata LPT 709 E
Tata SD 1015 TC (44)
Tata Winger Passenger Mini Bus
Tata Landrover 1515 F
TATA SUMO 4*4
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Tata Xenon
ORGANIZATION STRUCTURE OF TATA MOTORS.
CEO
General
Manager
Assistant
manager
Lead
engineer
Operation
manager
Site supervisor
Outside
manager
Structural engineer
Engineer
Senior egg
Page 22
CHAVAN MOTORS DIV(1) PVT LTD.
ChavanmotorsD(I) pvt.Ltd. is the part of CM solapur owned by Mr.R.J.Chavan . This division

of CM in pandharpur was started in 2008..Which provides four maruticars,also provided services
center and original automobiles parts other than showrooms which is the single firmwhich
supplies to the consumer & original parts. In pandharpur branch 06 employees are working.
To implement new policy for customer new satisfaction these policy beneficial to any
organization some time slide mistake in decision making can be broken the relationship play an
important role in servicing industry.
To improving basic facility in firm water filter,toilet,good communicate with customers and try
to solve some basic problems of customers and try to understand its intention.and last but not the
to follow up the great policy of service sector.
Our objective is improving after sales service in Pandharpurtaluka. To achieve these levels of
sales we will concentration to sales of require spare parts and four wheeler in rural as well as
urban area .
The chavan motors sales corporation deals in following Maruti Suzuki products
Maruti car
Maruti 800
Alto
Swift
Omni
WagonR
Ertiga
Wstilo
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CHAVAN MOTORS DIV(1) PVT LTD. ORGANIZATION CHART
Branch
manager
Sales
department
Marketing
department
Finance
Departme
nt
In this show room there are only 08 people are working .but they are very careful about their
work job and chavan motors also provided very good working conditions of their car showroom
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3.1 INTRODUCTION OF AFTER SALES SERVICE
MEANING OF AFTER SALES SERVICE
Periodic or as-required maintenance or repair of equipment by its manufacturer or supplier,

during and after a warranty period.
Providing outstanding customer service after the sale may not only win you a customer for life,
but youll be more likely to receive customer referrals that can lead to more business.
Im always baffled at why so many sales people fail to realize this as its one of the easiest ways
to generate more sales.
If you fail to provide personal customer service to your client, the next time he needs a product
or service your company sells, hell be more inclined to look elsewhere.
It may be a clich but its true: Its easier to keep a client you have that to find a new one
Disappearing after the sale is a huge mistake. As someone who has worked on both sides of the
fence, I know how frustrating it is for the customer when the salesperson theyve built up a trust
with no longer decides theyre important enough to spend time with once the sale is closed. Or at
least they make it seem that way.
1.CustomerSatisfaction
2.CustomerLoyalty
Page 25
Currently AKL Beijings after-sales cover the entire country. Each of these 30 centers is owned;
operated and trained under one complete operating system, lead by AKLs teams at Beijing
Headquarters.
The importance of providing a window for direct face to face communications has proven vital
for the business development of AKLs partners over the years. Superior customer service
including product troubleshooting and basic repairing services has ensured both high customer
satisfaction as well as controlled after-sales service costs, completing AKLs company motto, To
Care To Understand for both companies and their customers.
What is After Sales Service ?
After sales service refers to various processes which make sure customers are satisfied with the
products and services of the organization.
The needs and demands of the customers must be fulfilled for them to spread a positive word of mouth. In
the current scenario, positive word of mouth plays an important role in promoting brands and products.
After sales service makes sure products and services meet or surpass the expectations of the customers.
After sales service includes various activities to find out whether the customer is happy with the products
or not? After sales service is a crucial aspect of sales management and must not be ignored.
Why After Sales Service ?

After sales service plays an important role in customer satisfaction and customer retention. It generates
loyal customers.
Customers start believing in the brand and get associated with the organization for a longer duration. They
speak good about the organization and its products.
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A satisfied and happy customer brings more individuals and eventually more revenues for the
organization.
After sales service plays a pivotal role in strengthening the bond between the organization and customers.
After Sales Service Techniques
Sales Professionals need to stay in touch with the customers even after the deal. Never ignore
their calls.
Call them once in a while to exchange pleasantries.
Give them the necessary support. Help them install, maintain or operate a particular product.
Sales professionals selling laptops must ensure windows are configured in the system and
customers are able to use net without any difficulty. Similarly organizations selling mobile sim
cards must ensure the number is activated immediately once the customer submits his necessary
documents.
Any product found broken or in a damaged condition must be exchanged immediately by the
sales professional. Dont harass the customers. Listen to their grievances and make them feel
comfortable.
Create a section in your organizations website where the customers can register their complaints.
Every organization should have a toll free number where the customers can call and discuss their
queries. The customer service officers should take a prompt action on the customers queries. The
problems must be resolved immediately.
Take feedback of the products and services from the customers. Feedback helps the organization
to know the customers better and incorporate the necessary changes for better customer
satisfaction.
Ask the customers to sign Annual Maintenance Contract (AMC) with your organization. AMC is
an agreement signed between the organization and the customer where the organization promises
to provide after sales services to the second party for a certain duration at nominal costs.
Page 27
The exchange policies must be transparent and in favor of the customer. The customer who comes
for an exchange should be given the same treatment as was given to him when he came for the
first time. Speak to him properly and suggest him the best alternative.
Production
The industry produced a total 1,909,327 vehicles including passenger vehicles, commercial
vehicles, three wheelers and two wheelers in April 2015 as against 1,861,874 in April 2014,
registering a marginal growth of 2.55 percent over the same month last year.
KEY INITIATIVES IN FOUR WHLLERSERVICES
Service At Your Door Step Through Mobile Support

Another unique initiative is the door step service facility through mobile support. Mobile support
is a first of its kind initiative and is expected not only to help the company reach out customers in
metro cities but also is a mean to reach semi unban rural areas where setting up of new worshop
may not be viable.
Safety Drive
The company used technology to meet customer needs and even delight them. Following
feedback that the company vehicle were more prone to theft owing to their resale value the
company worked on an anti theft immobilizer .
Complete Needs
The company effort of providing all vehicle related needs form learning to drive a four wheeler
at Maruti driving schools t four wheeler insurance extended warranty and eventually exchanging
the existing vehicle for new one under one roof at dealerships also enhances customer
satisfaction.
Page 28
AFTER SALES SERVICE OFFERED BY MARUTI SUZUKI LTD.
Delivery Facility For Woman Car Owners

Quote Unquote the study find that vehicles pickup and delivery before and after service has a
strong impact on customer satisfactioninparticular ,customers who say that their vehicle was
picked up from their doorstep before service and delivered to the same point after service are
notably more delighted with their after-sales service experience,compared with customers who
do not receive this service..
:
TimeDilivery
MDS offers courses ranging from 2hrs to 30 hrs .Based on traning requirements and availability
of time ,customers may choose any course.
Vehicle Choices
MDS has almost all the models in its stable to offers for practical training.
Service Centers
To reach our customers ,we have built a strong sales network of 933 outlets spread over 668
towns and cities. We provide maintenance support to customers through 2946 workshops spread
over 1200 towns and cities.
Servicing Customers 365 Days.
Page 29

The company takes great pride in sharing that customers have related Maruti Suzuki first once
again in customer Satisfaction Survey conducted by independent body, J.D.Power Asia Pacific .It
is 8th time in a row.
Car Safety Device : Immobilizer
The company used technology to meet customer needs and even delight them.Following
feedback that the companys cars were more prone to theft owing to their resale value,the
company worked on an anti-theft immobilizer orI-cats system to all the cars.
Complete Car Needs:
The companys effort of providing all car related needs from learning to drive a car at Maruti
Suzuki to car insurance , extended warranty and eventually exchanging the existing car for a new
oneunder one roof at dealership also enhances customer satisfaction.
KEY SUCCESS FACTORS
The Quality Advantage

Maruti Suzuki owners experience fewer problems with their vehicles than any other car
manufacturer in India .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.
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 personal to guide MUL customers in findings the right car.
The Low Cost Maintenance Advantage
The acquisition cost of unfortunately not the only cost customer face when buying a car.
Although a car may be affordable to buy , it may not necessarily be affordable to maintain , as
Page 30

some of its regularly used spare parts may be priced quite steeply. Not so in case of a maruti
Suzuki .
Lowest Cost Of Ownership
The highest satisfaction ratings with regard to cost of ownership among all models are all maruti
Suzuki vehicles :Zen, Wagon ,Esteem.
Technological Advantage
It has introduced the superior 16x4 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 value
engine to create optimum engine delivery.
AFTER SALES SERVICE OF TATA MOTORS

Tata motors has now come up with Tata Motors service Edge a widespread & extensive customer
service enterprise .the companys service network covers 800 service centers located in 500 cities
and towns of the country .Response in minutes , resolve in hours service with unmatched
reliability .
Response In Minutes , Resolves In Hours :
Tata motors Service edge will bring speedy assistance to customers when in need.
24X7 On-road assistance programmer
In association with My TVS ,TATA motors has launched a breakdown assistance and towing
assistance across the country accessed through a toll free helpline (1800 209 7979) and serviced
by a dedicated network of over 2,000 authorized service providers.
Rapid Repair :
Page 31

Rapid repair is a cost effective , quick and specialized body repair programmer offered across the
Tata Motors dealership network .small dents ,scratches and such body jobs are attended with an
assurance of the car delivered on the same day.
E-Service Appointments :
Through an online service appointment facility ,customers can select a time slot, date and a
leader of their choice for servicing their vehicles . Customers can also list dawn on-line job
orders based on their repairs required. Post the on-line registration ,the respective dealership
customer officer responds instantly and confirms the appointments.
Assured Value For Money
Assuring value for money has consistently been a core attribute of TATA Motors products and
services. Tata Motors service Edge further strengthens it. The company has standardized and
regulated service & repair charges which are responsible across the network.
Tata Motors Original Parts
Tata motors is the only manufacturer in the industry to provide 1 year warranty on its genuine
spare parts, which are trademarked as TOP. Available across all Tata Motors dealerships , the
spare parts are competitively priced and consumers can avail of the warranty if the parts are fixed
in a Tata Motors authorized service workshop.
Page 32
Table No 1.1: Table showing the type of Maruti car owned by the respondent.
Maruti Car
Maruti800
Alto
Swift
Omni
WagonR
Ertiga
Total
No of Customer
18
07
10
09
04
01
50
Percentage
36%
14%
20%
18%
08%
4%
100%
Percentage
40%
36%
35%
30%
25%
20%
20%
15%
Percentage
18%
14%
8%
10%
4%
5%
0%
Maruti800 Alto
Swift
Omni WagonR Ertiga
Page 33
Interpretation:
The above table&graph shows that 36% of respondent having Maruti 800 & remaining having
20% Swift , 18% Omni, alto 14%, Wagon R 8% and 4 % Ertiga.
Table No 1.2 :Table showing the type of TATA car owned by the respondent.
Tata Car
No Of Customer
Percentage
Tata Ace
Tata Ace Zip
Tata Super Ace
Tata Manza
Other
Total
11
07
10
18
02
50
22%
14%
20%
38%
04%
100%
Percentage
38%
22%
20%
14%
Percentage
Ta
ta
Ac
eZ
ip
Ta
ta
Su
pe
rA
ce
Ta
ta
M
an
za
the
r
4%
Ta
ta
Ac
e
40%
35%
30%
25%
20%
15%
10%
5%
0%
INTERPRETATION
Page 34

Above table and graphs shows that , TATA Manza car owner is 38% , Tata ace vehicle owner is
22%, Tata Super ace vehicle owner is 20%, Tata Ace Zip Vehicle owner is 14%, and other type
of Tata vehicle owner is only 04%.
Table No 2.1 : Table Showing The Period Of Car Servicing For Maruti Suzuki
Period Of Servicing
No Of Customer
Percentage
In One Month
Once In 2 Month
05
20
10%
40%
Once In 3 Month
Once In 4 Month
10
15
20%
30%
Total
50
100%
Percentage
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
40%
30%
20%
Percentage
M
on
th
on
th
4
O
nc
e
In
3
nc
e
O
nc
e
O
In
2
In
ne
O
In
M
on
th
M
on
th
10%
Page 35
INTERPRETATION
Above table & graph ,it is observed that 40% people prefer to service their car in between2
months,30% in between 4 months,20% between 3 months,remaining 10% in one month.
Table no 2.2: Table showing the period of car servicing for Tata motors.
Period Of Servicing
In One Month
Once In 2 Month
Once In 3 Month
Once In 4 Month
Total
No Of Customer
00
30
18
02
50
Percentage
00%
60%
36%
04%
100%
Percentage
70%
60%
60%
50%
36%
40%
30%
20%
10%
th
M
on
O
nc
In
M
on
e
In
M
on
2
In
e
O
nc
In
O
ne
M
on
th
th
0%
O
nc
0%
th
4%
INTERPRETATION
Page 36

Above graph shows that , 60 % are take 2 month for servicing the period of car serving , 36%
people take 3 months of serving , 04% people are take 4 months .
Table no 3.1 : Table showing the place of servicing Maruti Suzuki car.
Place Of Servicing
Company Car Showroom
Pvt. Garage
Total
No Of
Customer
32
18
50
Percentages
64%
36%
100%
Percentages
70%
64%
60%
50%
36%
40%
Percentages
30%
20%
10%
0%
Pvt. Garage
INTERPRETATION
Above table &graph it clears that 64% of people using company car showroom for their car
serving & 36 % are using place of private garage for serving their car.
Page 37
Table No 3.2 : Table Showing the place of servicing Tata motors car.
Place Of Servicing
No Of
Customer
19
31
50

Pvt. Garage
Total
Percentages
38%
62%
100%
Percentages
70%
62%
60%
50%
38%
40%
Percentages
30%
20%
10%
0%
Pvt. Garage
INTERPRETATION
Above table & graph it clears that 38% of people using company car showroom for their car
serving & 62 % are using place of private garage for serving their car.
Page 38
Table No 4. 1 Table showing respondents contacting service department to make

appointment of Maruti Suzuki
Response
No of customers
Percentage
Excellent
Good
Average
Poor
Total
12
20
11
07
50
24%
40%
22%
14%
100%
Percentage
45%
40%
40%
35%
30%
25%
24%
22%
20%
14%
15%
10%
5%
0%
Excellent
Good
Average
Poor
INTERPRETATION
Page 39

From the above table and graph observed that respondents contacting service department to
make appointmentof Maruti Suzuki , 24% people have excellent experience, 40% have good ,
22% have average and 14 % people were poor experience .
Table No 4.2 Table showing respondents contacting service department to make

appointment of Tata Motors.
Response
Excellent
Good
Average
Poor
Total
No. of customers
13
17
07
03
50
Percentage
26%
34%
14%
06%
100%
Percentage
40%
34%
35%
30%
26%
25%
20%
14%
15%
10%
6%
5%
0%
Excellent
Good
Average
Poor
INTERPRETATION
Page 40

From the above table and graph observed that respondents contacting service department to
make appointment Tata Motors , 26% people have excellent experience , 34% have good , 14%
have average and 06 % people were poor experience .
Table No. 5.1 Table shows respondents of availability of appointment to Suit Serving the
carfor Maruti Suzuki.
Response
Excellent
Good
Average
Poor
Total
No. of customers
17
19
09
05
50
Percentage
34%
38%
18%
10%
100%
Percentage
38%
40%
35%
34%
30%
25%
Percentage
18%
20%
15%
10%
10%
5%
0%
Excellent
Good
Average
Poor
INTERPRETATION
Above graph & Table shows how the availability of appointment to Suit
Serving the car For Maruti Suzuki, 34% have excellent experience , 38% have
Page 41

good experience , 18% have average and 10 % people have poor
experience.
Table No. 5.2 Table shows the respondents of availability of appointment to Suit Serving
the carfor Tata Motors.
Response
Excellent
Good
Average
Poor
Total
No. of customers
18
20
07
05
50
Percentage
36%
40%
14%
10%
100%
Percentage
45%
40%
40%
36%
35%
30%
Percentage
25%
20%
14%
15%
10%
10%
5%
0%
Excellent
Good
Average
Poor
INTERPRETATION
Page 42

Above graph & Table shows the availability of appointment to Suit Serving the car For Tata
Motors , 36% have excellent experience , 40% have good experience , 14% have average and 10
% people have poor experience.
Table No. 6.1 : Table shows thatthe respondents of the Communication during Service/
Repair to you adapted on process for Maruti Suzuki .
Response
Excellent
Good
Average
Poor
Total
No. of customers
19
15
11
05
50
Percentage
38%
30%
22%
10%
100%
Percentage
40%
38%
35%
30%
30%
25%
22%
Percentage
20%
15%
10%
10%
5%
0%
Excellent
Good
Average
Poor
Page 43
INTERPRETATION
Above graph & table shows the respondentsof communication during Service/ Repair to
you adapted on process .It observe that 38% people have excellent experience , 30% have good ,
22% have average and 05% have poor experience
Table No. 6.2 : Table shows thatrespondents of the Communication during Service/ Repair
to you adapted on process for Tata Motors.
Response
Excellent
Good
Average
Poor
Total
No. of customers
17
17
09
07
50
Percentage
34%
34%
18%
14%
100%
Page 44
Percentage
40%
35%
34%
34%
30%
25%
Percentage
18%
20%
14%
15%
10%
5%
0%
Excellent
Good
Average
Poor
INTERPRETATION
Above graph & table showsrespondents of communication during Service/ Repair to you
adapted on process .It observe that 34% people have excellent experience , 34% have good ,
18% have average and 14% have poor experience
Table No.7.1 : Table shows respondents of the availability of spare partsfor Maruti Suzuki.
Excelle
nt
Good
Average
Poor
Total
No. of customers
20
Percentage
40%
17
10
03
50
34%
20%
06%
100%
Page 45
Percentage
45%
40%
40%
34%
35%
30%
Percentage
25%
20%
20%
15%
10%
6%
5%
0%
Excellent
Good
Average
Poor
INTERPRETATION
Above graph & table shows respondents of the time Availability of spare parts for Maruti Suzuki.
It observe that 40% people have excellent experience , 34% have good, 20% have average and
06% have poor experience.
Table No.7.2 : Table shows respondents of the availability of spare partsfor Tata Motors .
Response
Excellent
Good
Average
Poor
Total
No. of customers
16
21
07
06
50
Percentage
32%
42%
14%
12%
100%
Page 46
Percentage
45%
42%
40%
35%
32%
30%
Percentage
25%
20%
14%
15%
12%
10%
5%
0%
Excellent
Good
Average
Poor
INTERPRETATION
Above graph & table shows thatrespondents ofthe time availability of spare parts For Tata
Motors . It observed that 32% people have excellent experience , 42% have good, 14% have
average and 12% have poor experience.
Table No. 8.1 Table shows respondents of the vehicle reach at agreed time of Maruti
Suzuki .
Response
Yes
No
Total
No of Customers
38
12
50
Percentage
76%
24%
100%
Page 47
Percentage
80%
76%
70%
60%
50%
40%
30%
24%
20%
10%
0%
Yes
No
INTERPRETATION
Above graph & table shows thatrespondents of the your vehicle reach at agreed time, it observed
that 76% people agreed and 24% people are not agreed.
Table No. 8.2 Table shows respondents of the vehicle reach at agreed time of Tata Motors
Response
Yes
No
Total
No of Customers
37
13
50
Percentage
74%
26%
100%
Page 48
Percentage
80%
74%
70%
60%
50%
Percentage
40%
26%
30%
20%
10%
0%
Yes
No
INTERPRETATION
Above graph & Table shows that respondents ofthe your vehicle reach at agreed time, it
observed that 7% people agreed and 26% people are not agreed.
Table No. 9.1 Table Shows respondents of the customer service Centre Executive try to
cross sale other car accessories for Maruti Suzuki.
Response
Yes
No
Total
No of Customers
10
40
50
Percentage
20%
80%
100%
Page 49
Percentage
90%
80%
80%
70%
60%
Percentage
50%
40%
30%
20%
20%
10%
0%
Yes
No
INTERPRETATION
Above graph & Table Shows that do the customer service Centre Executive try to cross sale
other car accessories .It observe that 20% people are said yes and 80% are not .
Table No. 9.2 Table shows respondents of the customer service Centre Executive try to
cross sale other car accessories for Tata Motors.
Page 50

Response
Yes
No
Total
No of Customers
12
38
50
Percentage
24%
76%
100%
Percentage
76%
80%
70%
60%
50%
Percentage
40%
30%
24%
20%
10%
0%
Yes
No
INTERPRETATION
Above graph & Table Showsrespondents of the customer service Centre Executive try to cross
sale other car accessories .It observe that 24% people are said yes and 76% are not .
Table No 10.1 : Table shows that respondents of the pleasant / unpleasant experience at
service center For Maruti Suzuki.
Response
No of Customers
Percentage
Pleasant
Unpleasant
Total
38
12
50
76%
24%
100%
Page 51
INTERPRETATION
Above graph & table shows respondents ofthat the pleasant / unpleasant experience at service
center. It observed 76% people have pleasant experience and 24% people have unpleasant
experience at service Centre of Maruti Suzuki.
Table No 10.2 : Table shows that respondents ofthe pleasant / unpleasant experience at
service Centre for Tata Motors.
Response
No of Customers
Percentage
Pleasant
Unpleasant
Total
34
16
50
68%
32%
100%
Percentage
80%
70%
68%
60%
50%
40%
32%
30%
20%
10%
0%
Pleasant
Unpleasant
INTERPRETATION
Page 52

Above graph & table shows respondents ofthe pleasant / unpleasant experience at service Centre
68% people have pleasant experience and 32% people have unpleasant experience at service
Centre of Maruti Suzuki.
Table No 11.1 :Table shows respondents of that believe that better service provided by your
car manufacturer for expensive variants for MarutiSuzuki.
Response
No of Customers
Percentage
Yes
No
Total
14
36
50
28%
72%
100%
Percentage
80%
72%
70%
60%
50%
40%
30%
28%
20%
10%
0%
Yes
No
INTERPRETATION
The above graph & table shows that , respondents ofthe28 % people are believe that better
service provided by your car manufacturer for expensive variants and 72% of people are not
believe for Tata motors.
Page 53
Table No 11.2: Table shows that respondents of the believe that better service provided by
your car manufacturer for expensive variants for Tata Motors.
Response
No of Customers
Percentage
Yes
No
Total
16
34
50
32%
68%
100%
Percentage
80%
68%
70%
60%
50%
40%
32%
30%
20%
10%
0%
Yes
No
INTERPRETATION
The above graph & table shows that ,respondents ofthe 32% people are believe that better
service provided by your car manufacturer for expensive variants and 68% of people are not
believe for Tata Motors.
Table 12.1 : Table showing overall satisfaction with performance of Maruti Suzuki
Page 54

Satisfaction of
performance
Fully satisfied
Partially satisfied
unsatisfied
total
No of customer
Percentage
18
26
06
50
36%
52%
12%
100%
Percentage
60%
52%
50%
40%
36%
Percentage
30%
20%
12%
10%
0%
Fully satisfied
Partially satisfied
unsatisfied
INTERPRETATION
Above graph and table shows us that ,overall performance of its car .in that 52% of people are partially
satisfied , 36 % people are fully satisfied & 12% of unsatisfied of its overall performance of their car.
Table 12.2 : Table showing overall satisfaction with performance of Tata Motors
Satisfaction Of Performance
Fully satisfied
Partially satisfied
unsatisfied
No Of Customer
12
20
18
Percentage
24%
40%
36%
Page 55

total
50
100%
Percentage
45%
40%
40%
36%
35%
30%
24%
25%
20%
15%
10%
5%
0%
Fully satisfied
Partially satisfied
unsatisfied
INTERPRETATION
Above graph shows us that , overall performance of its car in that it observed that 40% of
people are partially satisfied , 36% of unsatisfied, 24 % people are fully satisfied of its overall
performance of their car.
FINDINGS
It Observe that 36% of respondent having Maruti 800 & remaining having 20% Swift ,
18% Omni, alto 14%, Wagon R 8% and 4 % Ertiga..

It Observe that Tata Manza car owner is 38% , Tata ace vehicle owner is 22%, Tata Super
ace vehicle owner is 20%, Tata Ace Zip Vehicle owner is 14%, and other type of Tata
vehicle owner is only 04%.
Page 56
It is observed that 40% people prefer to service their car in between2 months,30% in
between 4 months,20% between 3 months, remaining 10% in one month for Maruti
Suzuki.
It is observed that 60 % are take 2 month for servicing the period of car serving , 36%
people take 3 months of serving , 04% people are take 4 months for Tata Motors
It is observed that 64% of people using company car showroom for their car serving &
36 % are using place of private garage for serving their car of maruti Suzuki.
38% of people using company car showroom for their car serving & 62 % are using
place of private garage for serving their car for Tata Motors.
It observed thatcontacting service department to make appointment Maruti Suzuki is
24% people have excellent experience, 40% have good , 22% have average and 14 %
people were poor experience .

It observed thatcontacting service department to make appointment Tata Motors is 26%
people have excellent experience , 34% have good , 14% have average and 06 % people
were poor experience
It observed that the availability of appointment to Suit Serving the car for Maruti Suzuki,
34% have excellent experience , 38% have good experience , 18% have average and 10
It observed that the availability of appointment to Suit Serving the car For Tata Motors ,
36% have excellent experience , 40% have good experience , 14% have average and 10

The communication during Service/ Repair to you adapted on process .It observe that
38% people have excellent experience , 30% have good , 22% have average and 05%
have poor experience in Maruti Suzuki.
The Communication during Service/ Repair to you adapted on process .It observe that
34% people have excellent experience , 34% have good , 18% have average and 14%
have poor experience in Tata Motors.
The time Availability of spare parts For Maruti Suzuki. It observe that 40% people have
excellent experience , 34% have good, 20% have average and 06% have poor
experience.
Page 57
The time Availability of spare parts For Tata Motors . It observe that 32% people have
excellent experience , 42% have good, 14% have average and 12% have poor
experience.
It observe that the vehicle reach at agreed time, which shows that 76% people agreed
and 24% people are not agreed about Maruti Suzuki.
It observe that the your vehicle reach at agreed time, which shows that 7% people agreed
and 26% people are not agreed about Tata Motors.
The customer service Centre Executive try to cross sale other car accessories .It observe
that 20% people are said yes and 80% are not for maruti Suzuki .
The customer service Centre Executive try to cross sale other car accessories .It observe
that 24% people are said yes and 76% are not for Tata Motors .
It observe that76% people have pleasant experience and 24% people have unpleasant
experience at service Centre of maruti Suzuki.
It observe that 68% people have pleasant experience and 36% people have unpleasant
experience at service Centre of Tata Motors.
It observe that , 28 % people are Believe that better service provided by your car
manufacturer for expensive variants and 72% of people are not believe for Maruti Suzuki.
It observe that the overall performance of Maruti Suzuki car 52% of people are partially
satisfied 36 % people are fully satisfied & 12% of unsatisfied of its overall performance
of their car.
It observe that the overall performance of Tata Motors 40% of people are partially
satisfied , 36% of unsatisfied, 24 % people are fully satisfied of its overall performance
of their car.
CONCLUSION
Page 58

It is founded that Marui 800 is popular model in Pandharpur city and nearby villages and
It is founded that TATA Manza is very popular in Pandharpur area.
It is been founded that the Maruti car owner are take 2 month for their car servicing and
Tata motors take 2 or 3 month for their cars servicing.
Mostly people are interested to take servicing in company showroom and Tata Motors car
owner are not interested in company care showroom instead of they prefer pvt.garage..
Contacting service department to make appointment of Maruti Suzuki is good compare
to Tata Motors.
The availability of appointment to Suit Serving the car is good of Tata compare to Maruti
Suzuki.
The Communication during Service/ Repair to you adapted on process for Maruti Suzuki
is excellent compare to Tata Motors.
The availability of spare parts of Maruti Suzuki is excellent compare to Tata Motors.
The vehicle reach at agreed time of MarutiSuzuki , more people are satisfied compare to
Tata Motors.
The customer service Centre Executive try to cross sale other car accessories for Maruti
Suzuki is low compare to Tata Motors.
The pleasant / unpleasant experience at service center for Maruti Suzuki more pleasant
compare to Tata Motors.
Believe of better service provided by your car manufacturer for expensive variants for
Maruti Suzuki low than Tata Motors.
Marutisuzuki customers are mostly satisfied but Tata motors not satisfied with overall
performance of their car.
Page 59
SUGGESTIONS
Customer are take only need constantly after sales service so company should
focus on servicing instead of selling.
Company should create new ideas to attract customer towards their servicing.
Company should provide the facility to customer like tea, mineral water during
servicing time.
Customer likes best quality cars on any price so company should add latest
technology in their product.
Page 60

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Comparativestudyofmarutisuzukiandtatamotorswithreferencetoaftersalesservice 151211102713

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SOLAPUR UNIVERSITY, SOLAPUR

INTRODCTION TO THE STUDY

SOLAPUR UNIVERSITY, SOLAPUR

SVERIs COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016)

SOLAPUR UNIVERSITY, SOLAPUR

SCOPE AND LIMITATIONS OF THE STUDY

SVERIs COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016)

SOLAPUR UNIVERSITY, SOLAPUR

Data can be collected by different intranet websites of the organization.

Instrument of data collection

SOLAPUR UNIVERSITY, SOLAPUR

2.1 INTRODUCTION TO THE AUTOMOBILE INDUSTRY

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Key automobile manufactures in India

2.1.1 AUTOMOBILE SECTOR IN INDIA

SVERIs COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016)

SOLAPUR UNIVERSITY, SOLAPUR

2.2 INTRODUCTION TO MARUTI SUZUKI INDIA LTD.

Formerly known as MarutiUdyog Limited, is an automobile manufacturer in India. It is a

SVERIs COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016)

SOLAPUR UNIVERSITY, SOLAPUR

Company Profile:-Maruti Suzuki India ltd

SVERIs COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016)

SOLAPUR UNIVERSITY, SOLAPUR

16.81 Billion(US $260billion)(2013)

SVERIs COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016)

SOLAPUR UNIVERSITY, SOLAPUR

Sales and service network

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SVERIs COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016)

SOLAPUR UNIVERSITY, SOLAPUR

Awards and recognition

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MISSION VISION CULTURE AND VALUES OF MARUTI SUZUKI COMPANY

SVERIs COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016)

SOLAPUR UNIVERSITY, SOLAPUR

SVERIs COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016)

SOLAPUR UNIVERSITY, SOLAPUR

SVERIs COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016)

SOLAPUR UNIVERSITY, SOLAPUR

2.3 INTRODUCTION TO TATA MOTORS LIMITED

SVERIs COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016)

SOLAPUR UNIVERSITY, SOLAPUR

SOLAPUR UNIVERSITY, SOLAPUR

SVERIs COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016)

SOLAPUR UNIVERSITY, SOLAPUR

Tata Ace Zip

Tata Super Ace

Tata TL/Telcoline/207 DI pickup truck

Tata 407 Ex and Ex2

Tata 809 Ex and Ex2

Tata 909 Ex and Ex2

SVERIs COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016)

SOLAPUR UNIVERSITY, SOLAPUR

Tata 1109 (Intermediate truck)

Tata 1512 (medium bus chassis)

Tata 1612/1616 (heavy bus chassis)

Tata 1618 (semilow-floor bus chassis)

Tata 1623 (rear-engined low-floor bus chassis)

Tata 1518C (Medium truck) 10 ton

Tata 1613/1615 (medium truck)

Tata 2515/2516 (medium truck)

Tata Divo (Hispano Divo fully built luxury coach)