A Project Report on Customer Satisfaction of Maruti Suzuki

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A Project Report on Customer Satisfaction Survey of Maruti Udyog Ltd.

MBA (INDUSTRY INTEGRATED) SEMESER - 4 SUBMITTED BY:Vinay Krishna Dasi PROJECT GUIDE Mrs.Rashi Ghagade INTERNATIONAL INSTITUTE FOR LEARNING IN MANAGEMENT BUSINESS SCHOOL IILM BS KNOWLEDGE TOWER, SECTOR 11/20, BELAPUR, NAVIMUMBAI 400614 EASTERN INSTITUTE FOR INTEGRATED LEARNING IN MANAGEMENT UNIVERSITY

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EIILM UNIVERSITY 2010

CERTIFICATE This is to certify that Mr.Vinay Krishna Dasi (Enrollment No:- EIILMU/O8/F0726) has successfully completed a project / training entitled, “A Project Report on Customer Satisfaction Survey of Maruti Udyog Ltd” in partial fulfillment for the requirement of MBA (Industry Integrated) program.

Signature with Date

Project / Training Guide

Dean

Examiner Stamp of IILM BS

Certificate from Organization / Institute / Guide

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ACKNOWLEDGEMENT
I take this opportunity express my profound sense of gratitude and all those who helped me through out the duration of this project .I also immensely thanks the other faculty member of the institute under who continuous support and guidance I completed the project. The morale support and guidance, which I received from our most loving and respected Dean Mr. M.M.Agashe , Director Dr. Piyali Kar deserves a special place in my project. Our Mrs. Rashi Ghagade is a constant motivator and mentor not only in projects and academics but also in all walks of our personal life. Last but not the least I would thank even my friends who supported and co-operated with me. I have received an invaluable response from them and I thank them again.

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PREFACE
If we can compare marketing to a long train with a multiple compartment then every bogies represent different aspect of marketing. Marketing strategy formulation depends upon the every aspect of related terms and marketing research plays vital roles to connect each compartment to form a cohesive functional unit. The automotive industry is at the center of India’s new global dynamic. It plays major roles in retaining manufacturing industry growth over 12.5% per annum. The motivation behind the project was to gain clear understanding about marketing research. Through this project I have tried to understand the complexities involved in gathering of data for drawing inferences .The final objective is to produce a result that is accurate, useful, and free from bias and helps in the successful completion of my M.B.A course. The project has been presented in a simple format

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INDEX
CHAPTER NO. 1 2 3 4 5 6 7 8 9 INTRODUCTION BACK GROUND SIGNIFICANCE OF WORK RESEARCH METHODOLOGY ANALYSIS & DISCUSSION CONCLUSION SUGGESTIONS BIBLIOGRAPHY QUESTIONARRIE TITLE PAGE

9 23 26 31 35 67 69 71 73

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LIST OF FIGURES
FIGURE NO. 1 2 3 4 5 FIGURE LEGEND PAGE

Industry Volume Sales Future Of Automobile in the Economy Maruthi’s Strategic Goal Porter’s Five Force Model

20 20 29 36

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_ LIST OF GRAPHS
FIGURE NO. 1 2 3 4 FIGURE LEGEND PAGE

Customer Satisfactory Level Graphs

41-66

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Executive Summary
It was in 1970 that Sanjay Gandhi envisioned the manufacture of maruti which is known popularly as the people’s car it is maruti which is known to give wheels to the nation. The first car of maruti was rolled out on Dec. 14, 1983 after its collaboration with Suzuki motors. Satisfaction is a person’s feeling of pleasure or disappointment resulting from a comparing perceived performance in relation to his or her expectation. If the performance falls short of expectation, the consumer is dissatisfied. If the performance matches the expectations, he consumer is satisfied. If the performance exceeds expectation, the customer is highly satisfied or delighted. In today’s competitive scenario firms consistently tries to satisfy his existing customer to get more customers in every regards. To meet the desired expectation of customers companies has to look around all aspects of products services and of course market...
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