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Maruti Udyog Ltd.Customer Satisfaction Survey ofA Project Report onCustomer Satisfaction Survey ofMaruti Udyog Ltd.Final project report submitted in the fulfillmentof requirements for the Postgraduate Diploma inManagement (2007-09)Submitted To:Prof. Anita SaxenaSubmitted By:Ravindra KumarRoll no-40PGDM(2007-09)New Delhi Institute of ManagementPage 1
Maruti Udyog Ltd.Customer Satisfaction Survey ofNew Delhi Institute of Management, New Delhi.ACKNOWLEDGEMENTThe research on “Customer Satisfaction Survey of MarutiUdyog Ltd.” has been given to me as part of the curriculum in thecompletion of 2-Years Post Graduate Diploma in Management.I have tried my best to present this information as clearly as possibleusing basic terms that I hope will be comprehended by the widestspectrum of researchers, analysts and students for further studies.I have completed this study under the able guidance andsupervision of Dr. Manab Adhikari and my project guide Prof.Anita Saxena; I will be failed in my duty if I do not acknowledge theesteemed scholarly guidance, assistance and knowledge I havereceived from them towards fruitful and timely completion of thiswork.Mere acknowledgement may not redeem the debt I owe to myparents for their direct/indirect support during the entire course ofthis project.I also thankful to my friend who helped me a lot in the completion ofthis project.RAVINDRA KUMARNew Delhi Institute of ManagementPage 2
Maruti Udyog Ltd.Customer Satisfaction Survey ofPREFACEIf we can compare marketing to a long train with a multiplecompartment then every bogies represent different aspect ofmarketing. Marketing strategy formulation depends upon theevery aspect of related terms and marketing research playsvital roles to connect each compartment to form a cohesivefunctional unit.The automotive industry is at the center of India’s new globaldynamic. It plays major roles in retaining manufacturingindustry growth over 12.5% per annumThe motivation behind the project was to gain clearunderstanding about marketing research. Through this project Ihave tried to understand the complexities involved in gatheringof data for drawing inferences .The final objective is to producea result that is accurate, useful, and free from bias and helps inthe successful completion of my PGDBM course. The projecthas been presented in a simple formatNew Delhi Institute of ManagementPage 3
Maruti Udyog Ltd.Customer Satisfaction Survey ofINDEX Executive Summary Introduction to the Automobile Industry in India History of Maruti Research Methodology Questionnaire Analysis Conclusion & Suggestions Bibliography QuestionnaireNew Delhi Institute of ManagementPage 4
Maruti Udyog Ltd.Customer Satisfaction Survey ofExecutive SummaryIt was in 1970 that Sanjay Gandhi envisioned the manufacture of maruti whichis known popularly as the people’s car it is maruti which is known to givewheels to the nation. The first car of mauti was rolled out on Dec. 14, 1983 afters collaboration with Suzuki motors.Satisfaction is a person’s feeling of pleasure or disappointmentresulting from a comparing perceived performance in relationto his or her expectation. If the performance falls short ofexpectation, the consumer is dissatisfied. If the performancematches the expectations, he consumer is satisfied. If theperformance exceeds expectation, the customer is highlysatisfied or delighted.In today’s competitive scenario firms consistently tries tosatisfy his existing customer to get more customers in everyregards. To meet the desired expectation of customerscompanies has to look around all aspects of products servicesand of course market condition, otherwise they may be out ofthe race. Automobile industry has the same competitivenessand every firm in the industry is consistently working forenhancing their product and services.The study widely concentrates on the level of satisfaction amongstcustomers for which I did Exploratory Research to check thesatisfaction level amongst the customers of Maruti as the popularpunchline also says “Count On Us.”New Delhi Institute of ManagementPage 5
Maruti Udyog Ltd.Customer Satisfaction Survey ofNew Delhi Institute of ManagementPage 6
Maruti Udyog Ltd.Customer Satisfaction Survey ofIndia is an emerging country with huge potential. The domestic economyis now growing at around 9-10% per annum and India’s importance inglobal terms is being reinforced by rapidly rising exports and domesticconsumption. At a time when numbers of a slowdown and overheating inthe Indian economy have started gaining momentum, the Indian rupeesprang a surprise by pushing the GDP figure past the trillion-dollar(42,00,000 crore) mark.The automotive industry is at the center of India’s new global dynamic.The domestic market expanding rapidly as incomes rise and consumercredit becomes more widely available. Manufacturer’s product lines arebeing continually expanded, as is the local automotive manufacturingbase. Expectation are high that India can develop as a global hub forvehicle manufacturers and as an outsourcing center that offers the globalautomotive industry solution high up the automotive value chain.India eyes 25 million automotive jobs.India's GDP is set to double over the next decadeIn percentage terms, the automotive industry'scontribution should also double.In dollar terms, the sector's contribution is set toquadruple to some 145bnThe automobile industry in India accounts for a business volume of 45billion and has the potential to grow much faster both through Indian aswell as international manufacturers who have established huge facilities inthe countryWith the world’s second largest and fastest-growing population, there isno denying India’s potential in both economic and population terms andthe effect it will have on the auto industry in the years to come. Thecountry is already off to a good start, with a well-developed componentsindustryNew Delhi Institute of ManagementPage 7
Maruti Udyog Ltd.Customer Satisfaction Survey ofand a production level of 1 million four-wheeled vehicles a year, plus afurther 5 million two- and three-wheelers.The implications, market drivers and scope of a future massive Indianvehicle market are covered in the India Strategic Market Profile, a brandnew forecast of Indian automotive and related activity to 2020. Based onMax Pemberton's unique relational long-term forecasting model, itforecasts car and CV sales, demographics, materials usage, auto industryemployment, and explains their inter- year of healthy growth in autoindustry.INDUSTRY GROWTHNew Delhi Institute of ManagementPage 8
Maruti Udyog Ltd.FutureEconomyCustomer Satisfaction Survey ofoftheAutomobile intheUS based consultancy, keystone predicts that India will becomeworld’s third largest automobile market by 2030. Overall sizeexpected to exceed 20 million with compounded annual growthrate of over 12%.New Delhi Institute of ManagementPage 9
Maruti Udyog Ltd.Customer Satisfaction Survey ofIndia Then & Now1983Number of brands 2Number of models 22008Number of brands 30Number of models 70Some of the Car companies in India:Maruti SuzukiFiatGeneral motors (Opel, Chevrolet)FordHindustan motors, MitsubishiHondaHyundaiBaja tempoMarinaraMaine elect.Mercedes BenzNissanSan engineeringSodaToyotaTop three manufacturers:Maruti SuzukiTate motorsHyundaiNew Delhi Institute of ManagementPage 10
Maruti Udyog Ltd.Customer Satisfaction Survey ofCar segmentation: This is done on the basis of size and price of the carA segment: maruti800, omniB segment: Zen, wagon-r, alto, Santo, polio, indiciaC segment: esteem, accent, indigo, icon, Honda city, civicD-segment: opera, Octavia, sonata, monde, accord, corolla, Camry,MercedesNew Delhi Institute of ManagementPage 11
Maruti Udyog Ltd.Customer Satisfaction Survey ofHistory of MarutiIn 1970 , Sanjay Gandhi the son of Indira Gandhi envisioned themanufacture of an indigenous , cost effective , low maintenance compactcar for the Indian middle class . Indira Gandhi’s cabinet passed aunanimous resolution for the development and production of a people’scar. Sanjay Gandhi’s company was christened Maruti limited. The name ofthe car was chosen after a Hindu deity named Maruti Ltd. That timeHindustan Motors’ Ambassador was the chief car and the company hadcome out with a new entrant the premier Padmini that worked slowlygaining a part of the market share dominated by the ambassador. For thenext ten years the Indian car market had stagnated at a volume of 30,000to 40,000 cars for the decade ending 1983.Sanjay Gandhi was awarded the exclusive contract and license to design,develop and manufacture the “People’s Car.” These exclusive rights ofproduction generated some criticism in certain quarters, which wasdirectly targeted at Indira Gandhi. Over the next few years the companywas sidelined to Bangladesh liberation war and emergency.In the early days under the powerful patronage of Sanjay Gandhi thecompany was provided with free land, tax breaks and funds. Till the end of1970 the company had not started the production and a prototype testmodel was welcomed with criticism and skepticism. The company wentinto liquidation IN 1977. The media perceived it to be another area ofgrowing corruption. Unfortunately Maruti’s started to fly only after thedeath of Sanjay Gandhi, when Suzuki motors joined the government ofIndia as a joint venture partnered with 50% share. After his death IndiraGandhi decided that the project should not be allowed to die. Maruti’sentered into this collaboration with Suzuki motors. The collaborationheralded a revolution in the Indian car industry by producing the maruti800. It created a record of taking 13 months time to go from design torolling out cars from a production line.The production of Maruti-800 in 1983 marked the beginning of arevolution in the Indian automobile industry. It brought in the latesttechnology of that time more fuel efficiency and lower prices that led tothe creation of a huge market for all car segments as the Indian, middleclass grew in size. This in turn brought in more players in this segment. Anumber of auxiliary car parts making units were set up as more carmanufacturers realized it was more cost effective to make their car partsin India rather than importing them.New Delhi Institute of ManagementPage 12
Maruti Udyog Ltd.Customer Satisfaction Survey ofMaruti’s major influence was in helping the component industry in thecountry because of its emphasis on localization and indigenization. As inthe beginning that sector hadn’t grown much Maruti’s had to start dozensof joint ventures with Indian entrepreneurs. It got them from foreigncollaborations that led to collaborations for other manufacturers so thatover a period of time the whole component industry was able to upgradeitself and improve its quality who had given their income leading to majorexisting export potential vehicle components. It also brought in bettermethods of financing that allowed more people who given their incomelevels could not afford to buy a car on their own, to buy cars. It stillremains the leader not only in the terms of market share but also incustomer satisfaction surveys. It has consistently topped J.D. powerquality surveys, including 2005. By the year 1993 the company had sold1, 96,820 cars. By March 1994 it produced 1 million vehicles becoming thefirst Indian company to cross the 2 million mark in October, 1997 androlled out 4 millionth vehicles as Alto-LX .Then it introduced Wagon-Rfollowed by Swift . Swift has been a great success in the market .In 2007Maruti came up with SX4 and Grand Vitara.New Delhi Institute of ManagementPage 13
Maruti Udyog Ltd.Customer Satisfaction Survey ofRole of the Sales PersonHe should be neatly dressedHe should have knowledge about various product’sFeaturesVariantsColorsPricesSales promotion campaignsCompetitor products , their features , prices ,etc.Latest service and warranty policiesCurrent availabilityCarry copy of ready reckoner“Do not leave the customer unattended for more than 3 minutes”Customer Care Team:Role of the Customer Care Manager:Customer Care Manager is the leader of the customer care team. He is accountable for the sales satisfaction index of the dealership. Thecustomer care manager ensures that every customer is properly followed up and feedback is recorded. Also the customer complaints arerecorded and resolved as soon as possible to the level of satisfaction. The customer care executives report to the customer care manager.Customer Care Executive:Initially does the Post Sales Follow up (PSF) and monitors the feedbackforms at the showroomPost sales follow upPSF’s are done in order to get the first hand feedback form the customerabout the experience that they had during the sales and delivery process.The first PSF is done within the 72 hours of delivery and the voice or exactwordings of the customer are recorded. The next PSF call is made after 15days after the vehicle is delivered. The feedback form system is a veryimportant tool to obtain customer’s feedback on the experience that thecustomer had during the purchase of his/her car.New Delhi Institute of ManagementPage 14
Maruti Udyog Ltd.Customer Satisfaction Survey ofSteps to be followedcustomer complaint:afterreceivingFirstly customer acre manager gives a control number to all complaintsreceived and records the same in the customer complaints controlregister.Then customer acre manager gets in touch with the customer over thephone and expresses regret on the inconvenience faced by the customerImmediate action is taken to ensure that the customer complaint isresolved and writes a letter of apologyThe customer care manager along with the concerned DSE, then visits thecustomer, hands over the letter and takes satisfaction note from thecustomerThen he sends a copy of the letter and the satisfaction note to MarutiUdyog Ltd. And also files a copy of the same in the customer complaintsregister/file.Then the CCM discusses the customer complaints in the weekly meetingwith the general manager on SSI with the entire showroom staff.Necessary counter measures are taken to ensure that such complaints arenot repeated in future.All sales staff and managers review customer care activities on daily,weekly and monthly basis. The SSI review meet is conducted regularly.New Delhi Institute of ManagementPage 15
Maruti Udyog Ltd.Customer Satisfaction Survey ofAccording to Maruti“A customer is the most important visitor on our premisesHe is not dependent on us ,We are dependent on him,He is not an interruption on our work,He is the purpose of it.He is not an outsider on our business,He is part of it.We are not doing him a favor serving him,He is doing us a favor by giving us theOpportunity to do so”How you communicateYour wordsYour voiceYour body language7%35%58%Moments of --------------realityIf you get what you ---------------realityIf you get less than you -----------------realityIf you get more than you expectedWhen customers don’t complain they go somewhere else .Customers don’t complain. They pass on their dissatisfaction to theircolleagues , family , greengrocer, suppliers , consultants, managers ,sports club, grandparents, neighbours, director, to you .New Delhi Institute of ManagementPage 16
Maruti Udyog Ltd.Customer Satisfaction Survey ofMaruti’s Strategic GoalNew ProductsCapacity ExpansionSX4 launched in 2007Production capacity ofGrand Vitara launched inSwift increased2007Started production at itsNew variant ofthird plant inMaintainSwift2003LeadershipPosition in IndiaGrow nessNetworkGrowth in ExportsIncrease Customer TouchPointsIncrease in the NumberOf Maruti Service Station-Maintained its materials cost despite change in product mix.-Growing shipments of Alto.-Has 55% of the market.-Introduced both petrol and diesel variants of Swift.-Maruti has cut the prices of models including Maruti 800, Omni, Zen,Wagon R, Swift Diesel and Alto. The amount of this price cut varies fromRs. 6,500 for Maruti 800 to Rs. 18,030 for Swift Diesel (in New Delhi).-Maruti Suzuki to invest 200 billion Yen on expansion in India.-Sri Lanka currently is the largest export market for Maruti where it sells8,000-9,000 cars a year.-Maruti Udyog to enter South African market.-Invest more on marketing and research and development.-They are working on identifying their dealership in the region incollaboration with the parent company Suzuki.New Delhi Institute of ManagementPage 17
Maruti Udyog Ltd.Customer Satisfaction Survey ofMarket Research ProjectTitle – “Customer Satisfaction Survey of Maruti UdyogLimited”Project involves:-Introduction about Maruti-Procedure followed by Maruti for catering to the needs and queries of thecustomers-Application of Five Force’s Model in the Automobile Industry-Quantitative research-Awareness regarding the facilities provided by Maruti-Overall opinion about MarutiResearch Methodology:The purpose of methodology is to describe the process involved inresearch work. This includes the overall research design, data collectionmethod, the field survey and the analysis of data.Research Objective:To find the satisfaction amongst the customers of Maruti.Research Design:Detailed and structured questionnaire was designed.Survey a sample of 100 customers.The methodology developed was Primary and Secondary research.The questionnaire was designed to get information from customers abouttheir satisfaction and overall opinion about Maruti.Sources of Data:Primary dataSecondary dataNew Delhi Institute of ManagementPage 18
Maruti Udyog Ltd.Customer Satisfaction Survey ofField of Survey:The field work for the survey was conducted in Delhi. The exerciseinvolved face to face interview with the customers.Analysis:The important factors and data’s collected were sequentially analyzed andgraphed.Limitations of the Study:The sample size is only 100 so the sample may not be truly representativeof the Delhi population.New Delhi Institute of ManagementPage 19
Maruti Udyog Ltd.Customer Satisfaction Survey ofNew Delhi Institute of ManagementPage 20
Maruti Udyog Ltd.Customer Satisfaction Survey ofPorter’s Five Forces ModelpppppppotepPotential threats fromfirm’s that makesubstitute products orForces of competitionBuyer’screated by rivalrybargaining powerSupplier’sbargaining powerPotential threat fromentry of new firmsNew Delhi Institute of ManagementPage 21
Maruti Udyog Ltd.Customer Satisfaction Survey ofThreat of New Entrants –When the industry is profitable there is a threat of the entry of newentrants as they want to share the growth prospects so the existing firmseither have to share the growing market pie or part with their own marketshare o the new entrants like the coming of new Tata Nano in the marketwhich is an A segment car and is known for its low price and would givedirect competition to Maruti-800 and would cause lesser sales volume andrevenue and lower the returns. As the switching costs from the existingproducts to a new one is not high so this encourages the foreigncompanies like Renault and also Indian companies to bring in new modelsand enter the industry. Today the customer is not brand loyal and if thereis product differentiation the promotion is so attractive that it supports thenew entrants. Access to the distribution channels is not difficult as can bedone by forming joint ventures like Mahindra-Renault. India offers a hugemarket for small, mid segment cars as the middle class is coming up in abig way and even for the prestige class as new and elite brands havecome up and India is producing good number of entrepreneurs. Some ofthe ways of entering the industry is either directly or by acquisition, jointventures, licensing, franchises, mergers.Rivalry Amongst Competitors –In any industry there are countermoves made by the companies to protectthemselves. Firms are mutually dependent and the situations keep changingwith the actions and reactions of the constituent firms. The desire to be themarket leader or to corner a larger market share leads to rivalry amongstcompetitors. The extent of the rivalry amongst competitors in an industry affectsthe competition within that industry. When the rivalry is weak, there is likely tobe lesser competition, when the rivalry is high the competition is high and itsthe same in the automobile industry.There is cut throat competition, which leads to under pricing or severelyfought competitive battles on the basis of other factors such as delivery,advertising, after sales services. For example when Maruti came up withthe ad of a kancha were the tourists are in the hills and there is no foodthere but there is a Maruti service station in the hilly region. Moreover thedemand in India is so large that it encourages competition.New Delhi Institute of ManagementPage 22
Maruti Udyog Ltd.Customer Satisfaction Survey ofNumber of competitorsindustry in India atFordHindustan RenaultMainiMaruti-SuzukiMaybachMercedes anSkodaTataToyotaVolkswogenVolvoNew Delhi Institute of ManagementPage 23
Maruti Udyog Ltd.Customer Satisfaction Survey ofBargaining Power of BuyersThe bargaining power of buyers of firms in an industry constitutes theability of buyers, individually or collectively to force a reduction in theprices of products and services, demand a higher quality or betterservices or to seek more value for their purchases in any way . If thepurchasing power of buyers is low then it enables a firm to pass on costincreases to buyers or to make the buyers accept a low quality of product/ service at a higher price.As in the automobile industry the switching costs of buyers is low thebargaining power of buyers is more and they are sensitive to priceincreases. A car constitutes a higher percentage of a buyer’s cost so anincrease in the price would make the buyer goto any other brand.Bargaining power of suppliersBargaining power of suppliers constitutes their ability, individually orcollectively, to force an increase in the price of the products or services ormake the buyers accept a lower quality of product or level of service ahigher supplier bargaining power constitutes a negative feature forexisting firms or new entrants of an industry . A low supplier bargainingpower enables a firm to negotiate price increases in its favor or to makethe suppliers offer higher quality of inputs at a lower price. Suppliers havethe ability to integrate forward and backward. But the product isexpensive so cannot ignore the customer and has to provide betterproduct like in India now even the B segment cars have advancedtechnology features like airbags, anti braking systems,etc. Bargainingpower in this industry in not very high for the suppliers as there in intensecompetition and substitutes are easily available. Switching costs are lowso more discounts are available and also the prices are reduced to fightcompetition. The raw material is expensive like steel due to the demandstill companies are trying to reduce the cost of production.New Delhi Institute of ManagementPage 24
Maruti Udyog Ltd.Customer Satisfaction Survey ofThreat of Substitute ProductsSubstitute products or services are those which are apparently differentbut satisfy the same needs of customers. For example when the demandfor swift diesel was high and the supply was less then the customers whocould not wait switched to Tata as it makes diesel cars. These dayssegment B cars are promoted in a way as segment C cars are done so thatthey can attract the customer and give him a feeling of belonging to theesteem segment.New Delhi Institute of ManagementPage 25
Maruti Udyog Ltd.Customer Satisfaction Survey ofKnowledgeable SalespersonStrongly DisagreeDisagreeNeither Disagree Nor AgreeAgreeStrongly 86% people agreed that the sales persons are knowledgeable and 14%strongly disagreed that the sales persons are knowledgeable.New Delhi Institute of ManagementPage 26
Maruti Udyog Ltd.Customer Satisfaction Survey ofEmployeesspentenoughtime with you before salesStrongly DisagreeDisagreeNeither Disagree Nor AgreeAgreeStrongly 64% people agreed that the sales persons spent enough time with thembefore the sales and 36% strongly agreed with this.New Delhi Institute of ManagementPage 27
Maruti Udyog Ltd.Customer Satisfaction Survey ofEmployeesspentenoughtime with you during salesStrongly DisagreeDisagreeNeither Disagree Nor AgreeAgreeStrongly 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 themduring sales and only 4% disagreed with this.New Delhi Institute of ManagementPage 28
Maruti Udyog Ltd.Customer Satisfaction Survey ofEmployeesspentenoughtime with you after salesStrongly DisagreeDisagreeNeither Disagree Nor AgreeAgreeStrongly 6%60% agreed that the sales persons spent enough time with them aftersales ,26% strongly agreed with this and 14% disagreed that the salespersons spent enough time with them after sales.New Delhi Institute of ManagementPage 29
Maruti Udyog Ltd.Customer Satisfaction Survey ofDisplay of MerchandizeStrongly DisagreeDisagreeNeither Disagree Nor AgreeAgreeStrongly % agreed that the display of merchandize was attractive and 6%strongly agreed that the display of merchandize was attractive.New Delhi Institute of ManagementPage 30
Maruti Udyog Ltd.Customer Satisfaction Survey ofAvailability of the ProductStrongly DisagreeDisagreeNeither Disagree Nor AgreeAgreeStrongly % agreed that the availability of the product was there, 5% stronglyagreed that the availability was there while only 4% said they disagreedwith this.New Delhi Institute of ManagementPage 31
Maruti Udyog Ltd.Customer Satisfaction Survey ofVariety/Selectionof No.ofMerchandizeRespondentsStrongly Disagree0Disagree6Neither Disagree Nor Agree0Agree87Strongly Agree7Percentage0%6%0%87%7%87% agreed that there was variety/selection of merchandize whereas 7%strongly agreed that enough variety was there and 6% disagreed with this.New Delhi Institute of ManagementPage 32
Maruti Udyog Ltd.Customer Satisfaction Survey ofVehicle in Good ConditionStrongly DisagreeDisagreeNeither Disagree Nor AgreeAgreeStrongly 82% agreed that the vehicle was in good condition when delivered ,16%strongly agreed with this whereas only 2% disagreed with this.New Delhi Institute of ManagementPage 33
Maruti Udyog Ltd.Customer Satisfaction Survey ofPrices Are AffordableStrongly DisagreeDisagreeNeither Disagree Nor AgreeAgreeStrongly %52%64% strongly agreed that the prices are affordable , 21% agreed that theprices are affordable whereas only 15% said that they neither disagreednor agreed with this.New Delhi Institute of ManagementPage 34
Maruti Udyog Ltd.Customer Satisfaction Survey ofAttractive Discounts OfferedStrongly DisagreeDisagreeNeither Disagree Nor AgreeAgreeStrongly 7%55% agreed that the discounts offered are attractive , 34% stronglyagreed with this while 11% disagreed and said that the discounts offeredwere not attractive.New Delhi Institute of ManagementPage 35
Maruti Udyog Ltd.Customer Satisfaction Survey ofDécor Of The Waiting Area Is No.ofPleasingRespondentsStrongly Disagree0Disagree0Neither Disagree Nor Agree0Agree80Strongly Agree20Percentage0%0%0%80%20%80%agreed that the décor of the waiting area was pleasing while 20%strongly agreed that the décor of the waiting area was pleasingNew Delhi Institute of ManagementPage 36
Maruti Udyog Ltd.Customer Satisfaction Survey ofOffered A Test DriveStrongly DisagreeDisagreeNeither Disagree Nor AgreeAgreeStrongly 74%agreed that the test drive was offered to them ,6% strongly agreedthat the test drive was offered while 20% disagreed with this.New Delhi Institute of ManagementPage 37
Maruti Udyog Ltd.Customer Satisfaction Survey ofPost Sales Follow Up DoneRegularlyStrongly DisagreeDisagreeNeither Disagree Nor AgreeAgreeStrongly 6%59%agreed that the post sales follow ups are done regularly , 26% sronglyagreed and 15%disagreed with this.New Delhi Institute of ManagementPage 38
Maruti Udyog Ltd.Customer Satisfaction Survey ofRespondsTocomplaintsQuicklyStrongly DisagreeDisagreeNeither Disagree Nor AgreeAgreeStrongly 8%64% agreed that the response to complaints is quick ,18% strongly agreed, 12% neither agreed nor disagreed and 6% disagreed with this.New Delhi Institute of ManagementPage 39
Maruti Udyog Ltd.Customer Satisfaction Survey ofService At Maruti Service No.ofStation Is ExcellentRespondentsStrongly Disagree0Disagree4Neither Disagree Nor Agree0Agree82Strongly Agree14Percentage0%4%0%82%14%82% said that the service at maruti service station is excellent , 14%strongly agreed while only 4% disagreed with this.New Delhi Institute of ManagementPage 40
Maruti Udyog Ltd.Customer Satisfaction Survey ofCarefulWithPersonal No.ofInformationRespondentsStrongly Disagree0Disagree0Neither Disagree Nor Agree8Agree85Strongly Agree7Percentage0%0%8%85%7%85% agreed that yes they were careful with personal information, stronglyagreed with th
the car was chosen after a Hindu deity named Maruti Ltd. That time Hindustan Motors' Ambassador was the chief car and the company had come out with a new entrant the premier Padmini that worked slowly gaining a part of the market share dominated by the ambassador. For the next ten years the Indian car market had stagnated at a volume of 30,000
