Research Report BBDU

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RESEARCH PROJECT REPORT
On
A Comparative Study of MARUTI SUZUKI and TATA
MOTORS with reference to After Sales Service.
Towards partial fulfillment of
Master of Business Administration (MBA)
School of Management, Babu Banarasi Das University, Lucknow.
Guided by Submitted by
Asst.Prof.Saif Abidi Anupma
Rollno:- (1180672030)
4TH
Semester
Session 2019-2020
School of Management
Babu Banarasi Das University
Sector I, Dr. Akhilesh Das Nagar, Faizabad Road, Lucknow (U.P.) India

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Certificate
This is to certify that Ms.Anupma , student of MBA-IV
Semester/ IMBA-VIII Semester, Session 2019 – 2020, of Babu Banarasi Das
University, has successfully completed the Research Project in the area of
Marketing, under the guidance of Asst.Prof. Saif Abidi.
His/her topic of the Research study is “A Comparative Study
of Maruti Suzuki and Tata Motors with reference to After Sales Service”.
Asst. Prof. Saif Abidi Prof. Dr. Sushil Pandey
Guide -SOM Dean/Incharge

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DECLARATION
This is to declare that I, ANUPMA student of MBA, have personally worked on the
project entitled “ A Comparative Study of Maruti Suzuki and Tata Motors with reference to
After Sales Service in Lucknow City”. The data mentioned in this report were obtained
during genuine work done and collected by me. The data obtained from other sources have
been duly acknowledged. The result embodied in this project has not been submitted to any
other University or Institute for the award of any degree.
ANUPMA

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ACKNOWLEDGEMENT
The present work is an effort to throw some light on “A Comparative Study of
Maruti Suzuki and Tata Motors with reference to After Sales Service in Lucknow City”.
I give my regards and sincere thanks to Dean Prof. Dr. Sushil Pandey for allowing me to do
this research report.
With deep sense of gratitude I acknowledge the encouragement and guidance received by my
faculty guide Asst. Prof. Saif Abidi for his earnest coordination and valuable efforts. She
constantly encouraged me right from the inception to final preparation of my project. She has
been a constant source of knowledge, information, help and motivation for me through her
depth knowledge and experiences. The work would not have been possible to come to the
present shape without the able guidance, supervision and help to me by number of people.
I convey my heart full affection to all those people who helped and supported me during the
course, for completion of my Project Report.
ANUPMA

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Executive Summary
After sales service is a growing concept in many industries and organizations are highly dependent on
customer, satisfaction as their customer is satisfied their productivity is increasing otherwise they should lose
market share. The after-sale value line includes timely delivery, product placement to customers, timely
warranty terms, improved service quality, appropriate customer feedback about the entire service, product
and service according to the recommendations of many consumers. All of these factors behind the sales price
are considered an integral part of the after-sales service, and by properly utilizing this pricing information
organization can increase customer satisfaction and improve the organization's brand.
Delivery: Many organizations provide delivery services for their customers through their doors; they
see the address and deliver the product to the buyer destination. Many researchers and authors discuss
product delivery to have an impact on the effects of increased sales and production. Delivery of the product
shown in two dimensions i.e. speed and reliability and ensuring that the right product on the right hand with
the right quantity from the right source is delivered to the right person at the right price. A plan without a plan
for delivering a product or service is like a person who starts his journey without knowing the end.
Installation: A product launch, first-half installation after a sale or delivery of a product and is
considered to generate more profitable sales. The basic reason for providing customer placement is after the
sale, competitive advantage and customer input.
Warranty: Warranty is considered a liability to the seller; it is the responsibility of the seller and to
satisfy the consumer that the product will work for a long time. The main purpose of granting a warranty is to
show that the product will be effective and durable compared to competing products. Offering warranty
organizations should increase the quality of the product to the point where they can create a reliable and
better product and provide long-term warranty to their customers.
Service quality: This is one of the key issues when an organization is experiencing problems these
days, this problem is mainly in the service sector where consumers often complain about the quality of the
service. It happens when consumers use a product or service and feel uncomfortable with it. It also occurs
when the buyer does not like the quality of the latest sales service such as warranty, installation and delivery

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services. Maintaining and satisfying consumers to a great extent is essential for the quality of the app. Work
quality is very important in performance and quality services are related.
Answer: Customer feedback is considered very important these days. Organizations have a lot of
customers so they want to know the customer needs for a product or service. Such information can be useful
in creating products and services that are most useful to customers who are accustomed to buying their
product and renting their services. When a customer is dissatisfied with a product or service, there are two
options available to customers. The first is to leave a specific product and choose among the other products
available. The second option is to make suggestions or complaints about the same product; this feedback
from customers is essential for the organization to improve. Feedback can be collected through various
processes such as comment cards, toll-free numbers, by phone or online.
Customer Satisfaction: Organizations with more customer focus should satisfy their customers, the
satisfied customer allows the organization to retain more customers,

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Table of Content
 College Certificate
 Declaration
 Acknowledgement
 Executive Summary
S.No. Index Page No.
1. Introduction 9-16
2. Company profile 18-32
3. Objectives of the study 34
4. Research Methodology
o Method of data collection.
o Data Source
o Sample design
o Universe
o Sample type
o Sample size
o Sample Unit
o Hypothesis (if any)
o Statistical tools to be used
36
36
37
37
37
37
37
37
38
5. Problems and limitations 40
6. Findings, Analysis & Interpretations 42-65
7. SWOT analysis 67-68
8. Conclusions 70
9. Suggestions 72
10. Bibliography 74
11. Annexure 76-80

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AFTER SALES SERVICES :
 MEANING OF AFTER SALES SERVICE
"Temporary or required repair or repair of kit by the manufacturer or supplier, during and
after the warranty period."
 Providing outstanding customer service after a transaction will not only help the customer for
the rest of your life, but you may also be able to receive customer references which may lead
to more sales.
 I'm just curious why so many retailers don't see this as one of the best ways to make more sales.
 When you fail to offer sufficient customer support to sufficient clients, you'll want to look
elsewhere when they next need a product or service that your company offers.
 May it be cliche?? But it's true: stopping the consumer from finding something new is simple.
After-sales disappointment is a major mistake. I know how irritating a buyer is as someone who
has served on both sides of the fence when a self-confident seller no longer feels that they are
valuable enough to spend time when the sale closes. Or at least make it look that way:-
1. Customer Satisfaction
2. Customer Loyalty
The revenues of AKL Beijing meanwhile cover the country as a whole. Each of these centers is
30; operates and trains under one active program in Beijing Headquarters, headed by AKL teams.
Through the years , the importance of having opportunities for face-to - face social media has
proved relevant for AKL's business growth partners. Better customer support including product
troubleshooting and simple maintenance services guaranteed better customer loyalty as well as
regulated after-sales costs, replacing the AKL business motto, Care to Know both businesses and their
customers.

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 What is After Sales Service?
"After the sale of the services a spread of procedures are made to make sure that customers are
satisfied with the organization's products and services."
In order to spread the right word of mouth, the desires and needs of the consumers must be met.
Present, optimistic voice plays an significant role when it comes to educating new items.
Support after sales ensures goods and services meet or surpass consumer standards.
After sales service requires specific tasks to decide whether the consumer is satisfied with the goods
or not? It is an important aspect of sales management after sales service and should not be ignored.
 Why After Sales Service?
Service after sales plays an important role in consumer loyalty and customer retention. It's keeping clients
loyal.
Customers begin to believe in the brand and have long been in touch with the organisation. They talk about
the company and its goods in a good light.
A satisfied and happy customer brings more people to the organization, and eventually more income.
After sales service plays an enormous role in strengthening the relationship between the company and clients.
 After Sales Service Techniques
 Marketing experts even after a sale continue to connect with the customers. Always forget calls
made to them.
 Call them to share fun once in a while.
 Them Providing the help required. Aid them to install, store, or use a specific product. Sales
professionals selling laptops will ensure that windows are mounted on the device so that customers
can easily access the net. Similarly, companies that sell mobile cards will ensure that the number is
working as soon as the customer sends the proper paperwork.
 Any product found to be defective or in a degraded condition shall be replaced immediately by a

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commercial enterprise. Do not harass customers. Hear their grievances, and make them feel
confident.
 Establish a section on the website of the company, where consumers can report their grievances.
Every company should have a toll-free number where consumers can call their questions and
answer them. Consumer service agencies will respond promptly on customer inquiries. Problems
must be quickly fixed.
 Take input from consumers on goods and services. Feedback helps the organization gain a better
understanding of the customers and implement the necessary changes to improve customer
satisfaction.
 Ask clients to sign an Annual Maintenance Contract (AMC) with the organisation. AMC is a
negotiated arrangement between an company and a client in which the corporation agrees to
provide the second party after-sales services at a higher cost for a period of time.
 Exchange policies should be transparent and customer-friendly. The customer to take turns should
be given the same treatment as the first time they arrive. Speak to her well and suggest an
alternative.
 Productivity
 In April 2015, the sector produced 1,909,327 vehicles including passenger cars , commercial
vehicles, three-wheelers and two-wheelers compared to 1,861,874 in April 2014, showing an rise
of 2.55 percent in the same month last year.
 KEY INITIATIVES IN FOUR WHEELERS SERVICES
 Service At Your Door Step Through Mobile Support
The innovative strategy is the mobile-supported enter-level service centre. Mobile support is
one of its kind startups and is intended not only to help the business find customers in major
cities but also to enter less rural areas where the new workshop system does not operate.
 Safety Drive
The company used technology to fulfill customer needs and also entertained them. After the
response that the company car has always been prone to theft due to its sales value and the
company has been active in the fight against theft.

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 Complete Needs
The company's effort to provide all the vehicle-related needs a Wheeler learning form with driver training
schools in Maruti, four extended insurance policies and eventually switching to an existing new car under one
roof at dealerships also increases customer satisfaction.
 AFTER SALES SERVICE OFFERED BY MARUTI SUZUKILTD.
 Delivery Facility For Woman Car Owners:–

Quote Unquote's research shows that car delivery and pre-service delivery have a big effect on
customer loyalty, customers say their car was picked up before service from their door and
delivered after service to the same location.
 Time Delivery –
MDS offers courses between 2hrs and 30hrs. Customers can choose any course based on training
needs and the availability time.
 Vehicle Choices –
MDS has nearly all the templates you can give for realistic training in their stable.
 Service Centers-
We are building a strong sales network of 933 locations spread across 668 cities and towns to
serve our customers. We offer support for customer retention across 2946 workshops spread
through 1200 towns and cities.
 Servicing Customers 365Days….
The company is very proud to share for the first time in a Customer Satisfaction Survey
conducted by an independent firm, J.D., that Maruti Suzuki related clients. Asia-Pacific Force.
In a row for Season 8.

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 Car Safety Device : Immobilizer
The business used and enjoyed the technology to satisfy customer needs as well. The company
maintains an anti-theft immobilizer or "Cats" system on all vehicles following the claim that the
company's vehicles are more likely to steal from the sale price.
 Complete Car Needs:
The company's effort to provide all car-related needs from learning how to drive a car in Maruti
Suzuki to receive auto insurance warranty and eventually sell a current new car in sales under
one roof, and enhance customer satisfaction.
 KEY SUCCESS FACTORS:-
 The Quality Advantage
Maruti Suzuki 's owners of the Price Advantage face less issues with their cars than other car
manufacturers in India. The alto was classified as No.1 in the luxury car segment and honored
across the 9 parameter in the mid-range car parts category.
 A Buying Experience Like No Other
Maruti Suzuki has a 307 art gallery distribution network in 189 cities, with over 6000 sales staff
qualified to lead the right car for the available customers.
 The Low Cost Maintenance Advantage
Unfortunately the cost of buying a vehicle isn't the end of the customer's nose. Although the car
may be expensive to buy, maintaining it may be expensive, as some of its most commonly used
components can be sold at very low cost. In Maruti Suzuki 's case not so.
 Lowest Cost Of Ownership
Of all models, the highest satisfaction levels regarding the cost of ownership are all Suzuki cars:
Zen, Wagon, Esteem.

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 TechnologicalAdvantage
The top 16x4 Hypertech engines were introduced across Maruti Suzuki range. This new
technology incorporates the power of a 4-bit 16-bit brainy engine to work with the engine to
make the engine perform efficiently.
 AFTER SALES SERVICE OF TATA MOTORS
Tata Motors has now arrived with Tata Motors Data service a comprehensive and extended
customer service area. The company's service network includes 800 service centers located in
500 cities and country towns that are in minutes, resolving hours of operation with unmatched
reliability.
 Response In Minutes, Resolves In Hours:
Service Maker Tata motors will provide customers with immediate assistance when they need it.
 24X7 On-road assistance programmer
In conjunction with My TVS, TATA motors that have introduced a national assistance and
reduction assistance system are available through a toll-free helpline (1800 209 7979) and
provide a dedicated network of over 2000 approved service providers.
 Rapid Repair:
Fast repairs are cost-effective, quick and specialist body repair services provided across the
network of Tata Motors dealerships. Most homes, scratches and bodywork are delivered on the
same day confirmation of delivery.
 E-Service Appointments:
With an online rental service centre, by supplying their cars, customers can select the time
period, date and leader of their choosing. Customers can also position on-line sales lists based on
the modifications they need. Post the registration online, the sales officer of the customer shall
respond immediately and confirm appointments.

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 Assured Value For Money
Ensuring value for money has always been a key feature of products and services at TATA
Motors. It's also strengthened by the Tata Motors Edge service. The business has optimized and
handled cost of operation and maintenance across the entire network.
 Tata Motors Original Parts
Tata Motors is the industry's only manufacturer offering a 1-year warranty on its initial spare
parts, marked as TOP. Road parts are sold at affordable prices at all Tata Motors dealerships and
buyers can get a warranty if the pieces are parked at workstations authorised by Tata Motors.

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AUTOMOBILE SECTOR IN INDIA
Earlier, the only gleaming vehicle on Indian roads was the ambassador, and thus the day's
prime minister. Prime Minister Padmini was at the place where the Fiat 1100 met, where as
Ambassador there might be a duplicate of the Oxford Morris-an old British Vehicle. Yet now we
have numerous models and models that the retailers really have a hard time remembering.
It was the year 1983, a partnership between the govt and Japanese Suzuki motors that blocked
the road for regeneration within the Indian automotive sector and gave birth to a Maruti Suzuki
800 coming from behind. and from then thereon was not looking back to the Indian automotive
industry. Today India is the second largest two-wheeled market, the fourth largest vehicle market
and thus the 11th largest automotive market.
Now that we have a very big international car market coming in with fresh, attractive and
comfortable models to meet the rising demand for cars, these car manufacturers have set up their
base in India. Car names such as Audi , BMW, Chevrolet, Fiat, Honda, Hyundai, Mahindra,
Mercedes-Benz, Skoda, Suzuki, Volvo and Toyota. Other manufacturers, such as Ford, are
playing to shape India as a regional hub that will allow both small cars and engines to be
exported.
Maruti Suzuki takes the lead, but the No.2 spot in Indian passenger cars could be the game for
anyone over the next few years, with at least 4 car makers in the race for that place reports.
It had previously been one of the world's fastest-growing markets, but now faces low or
negative growth rates. India emerged in 2009 because after Japan, South Korea , and Thailand,
the fourth-largest passenger producer, leaving Thailand for sixth in 2010. Then, India was 40
million passenger vehicle in 2010. About 3.7 million passenger cars were produced in India in
2010 (an increase of 33.9 percent), making India the world's second fastest growing car market
(after China).

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INTRODUCTION TO MARUTI SUZUKI INDIALTD.
Formerly known as Maruti Udyog Limited, it is a manufacturer of cars in India. Suzuki
sponsored by Japanese car firm and motorcycle maker. It had a market share of 37 per cent on
the Indian coach market as of November 2012. Maruti Suzuki manufactures and sells a whole
range of vehicles from entry level Maruti 800 (discontinued), Alto to hatchback Ritz, Celerio, A-
Star, Swift, Wagon-R, Zen and sedans Dezire, Ciaz, Kizashi and SX4, part of the 'C' Eeco, Omni,
Multi Purpose Suzuki Ertiga, S-Cross car and Grand Vitara sports utility vehicles. Headquarters
of the organization are in No1, on Mandela Avenue, New Delhi. The company sold its $10
million car to India in February 2012.
Maruti Suzuki is the first leading car maker and market leader in the automotive sector in
India and Nepal, both words for the quantity of vehicles sold and revenue earned. Until recently
the Indian government held 18.28 percent of the company and Japan's Suzuki controlled 54.20
percent.
Maruti Udyog Limited (MUL) was founded in February 1981, though actual production
started in 1983 with Maruti 800, supported Suzuki alto 's car which was then the sole modern car
in India, its only competitors-Hindustan ambassador and Prime Minister both days nearly 25
years ago time in point .In fact, 2013-14, Maruti Suzuki has produced over 5 million cars. Maruti
Suzuki is sold in India and various other countries, subject to export instructions.

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Company Profile:- Maruti Suzuki India ltd.
Industry Automotive
Predecessor Maruti Udyog Limited
Founded 1981
Headquarters New Delhi
Key People Rc Bhargava
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

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 CurrentModel
Model Launched Category
Swift Dzire 2008 Sedan
Ritz 2008 Hatchback
Alto K10 2010 Hatchback
Alto 800 2012 Hatchback
Celerio 2014 Hatchback
Baleno 2015 Premium Hatchback
Vitara Brezza 2018 SUV
Ciaz 2018 Sedan
Ignis 2016 Hatchback
Ertiga 2018 Hatchback
S-Cross 2013 Mini SUV

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Sales and service network
As of March 31 , 2014, Maruti Suzuki has 933 retail outlets and 666 cities in the Indian Union as
a whole. It has 3,060 service stations in 1,454 cities and towns around India (including customer
retail workshops, and Maruti workshops). It's 30 National Highwaysacross service stations in
1,436 cities across India.
The app is the biggest source of revenues for the company. Most of the assistance stations are
operated through a franchise, where Maruti Suzuki trains local staff. Other car companies
couldn't fit Maruti Suzuki 's bench range. Express Service Stations help by sending their repair
person to many busy cars on the highways.
Maruti Insurance
Launched in 2002, Maruti Suzuki provides the assistance of the social insurance company, Bajaj
Allianz, New India Assuranceand Royal Sundaram to its customers. Maruti Insurance Brokers
Ltd. Pvt. Limited.
Maruti Finance
Maruti Suzuki launched Maruti Finance in January 2002, in order to highlight its core growth.
When this service started, Maruti Suzuki had entered into joint ventures with Citicorp Maruti and
Maruti Countrywide with Citi Group and GE Countrywide to assist its client in securing credit.
Maruti Suzuki has been working with ABN Amro Bank, HDFC Bank, ICICI Limited, Kotak
Mahindra, Standard Chartered Bank and Sundaram to launch the project, including its venture
capital partners. In March 2003, the company re-entered a strategic alliance with SBI Since
March 2003, Maruti has sold nearly 12,000 vehicles through SBI-Maruti Finance. At present,
SBI-Maruti Finance operates in 166 cities across India.
Citicorp Maruti Finance Limited could be an arrangement between Citicorp Finance India and
Maruti Udyog Limited, the company's primary business claiming to "buy the Maruti Suzuki car
hire."
Citi Finance India Limited may become a wholly-owned Citibank Overseas Investment
subsidiary
The firm, Delaware, is wholly owned by Citibank N.A.Citi at 100 per cent

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Finland India Limited owns 74% of the shares and the remaining 26% are owned by Maruti
Suzuki.
In 1995, the capital, HDFC and Maruti Suzuki merged to form the larger Maruti State. Maruti
says its economic structure gives its consumers loads of competitive value, which has fallen from
0.25 to 0.5 per cent in retail prices.
Maruti True Value
Maruti True Quality Maruti True service, offered to its customers by Maruti Suzuki. This is the
registered Maruti Suzuki Vehicles marketplace. With the assistance of this service in India, one
may purchase, sell or trade cars employed by Maruti Suzuki. There were 342 locations as of 31
March 2010.
Maruti Accessories
Apart from Maruti Suzuki, other car-parts companies began to sell matching components and
products. This posed a serious danger to Maruti Suzuki, and a loss of revenue. Under the name
Maruti Genuine Accessories, Maruti Suzuki has launched a replacement program to supply
accessories such as alloy wheels, body cover, carpets, door visors, fog lamps, stereo systems, seat
coverings and other care products. Those products are sold through retailers and service stations
approved by India.
Exports
Maruti Exports Limited could be a subsidiary of Maruti Suzuki, based on exports and not
applicable to domestic Indian markets. The 480 main freight shipments had been sent to
Hungary. Maruti Suzuki had crossed the road for 300,000 vehicles by exporting 571 vehicles to
an equivalent region. Since its inception abroad it has been one of the most ambitious priorities
of the nation. All political parties expect foreign currency to come to Maruti Suzuki. A variety of
the markets served by Maruti Export include Angola, Benin, Djibouti, Ethiopia, Australia,
Kenya, Morali, Nepal , Sri Lanka, Uganda, Chile, Honduras, Costa Rica and El Salvador.

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 Awards and recognition
Awards and recognition A survey by Brand Trust released by Trust Research Advisory, a
product analyst firm, ranked Maruti Suzuki 30th in 2013 and 11th in 2014 among India's top
trusted brands Blue bytes News, a quest press agency that ranked Maruti Suzuki in its
Benchmark Commentary Study for Automotive Industry (Automotive) as India's Most Vehicle
Indicator.
Manufacturing facilities
Maruti Suzuki has two production plants in India. Both manufacturing facilities have a combined
annual production capacity of 14,50,000 vehicles. At the Gujarat chief minister Suzuki Motor
Corp and CEO Osamu Suzuki 's recent inauguration meeting, the chairman said work on the
automobile construction project in Mandal near Ahmedabad will soon begin. Maruti Suzuki gets
600acres to set up a second factory in Gujarat;
Gurgaon industry has three fully integrated production plants and over 300 hectares (1.2 km2) of
production is spread. The three plants have an installed capacity of 350,000 vehicles per year, but
improved production has made it possible to produce 900,000 vehicles per year. Gurgaon centers
also manufacture 240,000 K-Series engines per year. The entire center features more than 150
robots, 71 of which are developed indoors. Centers in Gurgaon make 800, Alto, WagonR, Estilo,
Omni, Gypsy, Ertiga, Ritz ...
 MISSION VISION CULTURE AND VALUES OF MARUTI SUZUKICOMPANY
To be interested in anticipating and offering the simplest car experience and experiences that
delight our worldwide customers.
Vision:
What pleases our clients, clients, corporate associates and shareholders most is the experience
and understanding that they enjoy being with us.

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Culture:
 A emphasis on customers and merchandise
 Your Excellency
 Speed
Values:
 Inclusive
 Completeness
 Customer
 On innovation
 Environmental concern
 Performance love
 Strength
 FUTUREPLANS
Maruti Suzuki had reportedly scheduled the release ahead of time. With new cars coming from
car brands in many countries , particularly within the small car segment, the automotive market is
definitely shining. As a result , competition gets tougher as car makers come up with sound cars
to drive up fuel prices and to start the race with rising costs. In such a situation, Maruti Suzuki,
who may be a leading car manufacturer, does not want to lose his ever-present position on the
Indian automotive market and is therefore planning a long-term one. Currently, it is understood
that the latest acquisition plan of Maruti Suzuki features a replacement SX4-based computer
model, followed by a small 800cc engine diesel vehicle. In addition to the latest entrants, the
carmaker has an revised look on the latest Maruti wagonR 2013, even for the improved Swift, the
company's all-time favourite.

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 ORGANIZATION STRUCTURE OF MARUTI SUZUKI INDIA LTD.

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INTRODUCTION TO TATA MOTORS LIMITED
 INTRODUCTION:-
Tata Motors Limited (formerly TELCO, a Tata Engineering and Commomotive Business
subsidiary) may be a multinational manufacturing company with headquarters in India,
Maharashtra , India and a Tata Group subsidiary. Passenger cars , trucks, vans, trainers, trainers,
buses, building equipment, and military vehicles are among its products. It is the 17th largest car
manufacturing company in the world, produces the most important trucks and manufactures a
bus by volume. British car maker Jaguar Land Rover (the manufacturer of Jaguar, Land Rover,
and Range Rover cars) and South Korean car maker Tata Daewoo were purchased by the uk
Inecentrein Pune, Jamshedpur, Lucknow and Dharwad, India and South Korea, Spain and
therefore the uk the businesses under Tata Motors Tata Motors includes a bus manufacturing
business in collaboration with Marcopolo S.A. (TataMarcopolo), a design firm operating in
collaboration with Hitachi (Tata HitachiConstruction Machine), and a alliance with Fiat Chrysler
Automotive and Fiat Chrysler and Tatabranded Vehicles
Founded in 1945 as a car maker, the company in collaboration with Daimler-BenzAG
manufactured its first commercial vehicle in 1954, which led to 1969. In 1991, with the launch of
the Tra Sierra, Tata Motors entered the coach market and became the primary Indian
manufacturer to realize the power to build a normal, competitive vehicle. Dad launched the main
Indian bus, the Indica, in 1998, and the Tata Nano, the most expensive car in the world, was
launched in 2008. Tata Motors bought the daewooCommerceVehiclesCompany from South
Korea in 2004, and purchased the Jaguar Land Rover in Ford in 2008.

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 HISTORY OF TATAMOTORS:-
First generation (1998-07) Tata Indicaone of best-selling cars inside Indian industry history.
After entering into a partnership with Daimler-Benzof Germany, Dad entered the automotive
industry in 1954. Tata Motors entered the coach market in 1991 after years of dominating the
Indian automobile market with the introduction of the Tata Sierra, a widely used car.
Subsequently Tata launched Train Estate (1992; a tossed-out station at the start of 'TataMobile'
(1989), a light commercial vehicle), Tata Sumo (1994; LCV) and Tata Safari (1998; India's first
utility vehicle for sport).
In 1998 Dad released the Indica, India's primary coach. Despite initially being criticized by
autoanalysts, its excellent fuel economy, powerful engine, and aggressive sales campaign
rendered it one of the best-selling cars in Indian automotive industry history. The car redesign,
dubbed the Indica V2, was a huge improvement over the previous version, and was trendy for
many immediately. Also, Tata Motors successfully exported dozens of vehicles to South Africa
|African country|African nation"> South Africa. The success of Indica played a major role in
TataMotors' growth.
Tata Motors acquired Daewoo 's truck manufacturing facility in South Korea in 2004, Daewoo
Commercial Vehicles Company, later renamed Tata DaewooOn September 27, 2004, Tata
Motors marked the Tata Motors list with the opening bell on the ny stock market.
Tata Motors bought a 21 per cent interest in Spanish bus and supplier Sppano Carrocera in 2005.
Novus, jointly established with Tata Daewoo).
In 2006, Dad formed a partnership with Marcopolo, the Tata Marcopolo Bus, based in Brazil, to
manufacture fully developed buses and trainers.

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In 2008, Tata Motors acquired at Ford MotorCompany the British car maker Jaguar Land Rover,
distributor of the brand of Jaguar, Land Rover, and Daimler.
Dad announced TataWorldTruckrange jointly withTataDaewoo in May 2009; the range was sold
in late 2009 in South Korea, South Africa, SAARCcries, and thus the Middle East.
In 2009, Dad took full control of Sppano Carrocera.
In 2009 the "Best" Rajiv Gandhi National Quality Award was given to its Lucknow factory.
In 2010, for €1.85 million, Tata Motors acquired an 80 percent stake in the construction of Italian
companies and engineering firm Trilix. His hiring was a part of the company's marketing
campaign for its style and energy.
In 2012, Tata Motors, in collaboration with DRDO, revealed it will spend an additional $6 billion
in upgrading Automotive Infantry Combat Vehicles.
In 2013, Tata Motors revealed that it will sell compressed gas (engines built by French company
MDI) in India, the primary vehicle in the world, which has been dubbed "MiniCAT."
In 2014 Tata Motors launched the "T1 Prima Truck RacingCh composition" primary truck racing
competition in India.
Managing Director Karl Slym was found dead on 26 January 2014. He fell from the 22nd floor to
the fourth floor of Bangkok's Shangri-La Hotel where he was attending a Tata Motors Thailand
gathering.

29
Tata Motors announced the global brand ambassador for Lionel Messias in New Delhi on All
Souls' Day, 2015, to market and allow motorists worldwide.
 OPERATIONS
In India, Uk, South Korea , Thailand, Spain and South Africa, Tata Motors operates automotive.
It is planning to classify plants in Indonesia, and Eastern Europe.
Tata Technologies Limited (TTL) is an 86.91% subsidiary of Tata Motors that gives design,
engineering and business operations that improve the automotive industry. It also has its
headquarters in Pune (Hinjewadi) and works in Detroit, London and Thailand. The customers
include Ford, General Motors, Honda and Toyota.
British engineering and design firm Incat International, which is responsible for agriculture and
manufacturing as well as logistics and business management services in the automotive ,
aerospace and engineering industries, can be a wholly owned subsidiary of TTL. In August 2005
TTL acquired it for $4 billion.
 COMMERCIALVEHICLES
 TataAce
 Tata AceZip
 Tata SuperAce
 Tata TL/Telcoline/207 DI pickuptruck
 Tata 407 Ex andEx2
 Tata 709Ex
 Tata 807 (Steel cabin chassis, cowl chassis, medium bus chassis, steel cabin + steel body

30
chassis)
 Tata 809 Ex and Ex2
 Tata 909 Ex and Ex2
 Tata 1109 (Intermediatetruck)
 Tata 1512 (medium buschassis)
 Tata 1612/1616 (heavy buschassis)
 Tata 1618 (semilow- floor buschassis)
 Tata 1623 (rear-engined low-floor buschassis)
 Tata 1518C (Medium truck) 10ton
 Tata 1613/1615 (mediumtruck)
 Tata 2515/2516 (mediumtruck)
 Tata Starbus (branded buses for city, intercity, school bus, and standard passenger
transportation)
 Tata Divo (Hispano Divo fullybuilt luxurycoach)
 Tata CityRide (12- to 20-seater buses for intracityuse)
 Tata 3015 (heavytruck)
 Tata 3118 (heavy truck)(8×2)
 Tata 4923 (ultraheavy truck)(6×4)
 Tata Novus (heavy truck designed by TataDaewoo)
 Tata Prima(the World Truck designed by Tata Motors and TataDaewoo)
 Tata Prima LX (stripped-down version of TataPrima)
 Tata Prima(RacingTrucks)
 MILITARYVEHICLES
 Tata LSV (Light SpecialistVehicle)
 Tata Mine Protected Vehicle(4×4)

31
 Tata 2 StretcherAmbulance
 Tata 407 Troop Carrier, available in hard top, soft top, 4×4, and 4×2versions
 Tata LPTA 713 TC(4×4)
 Tata LPT 709E
 Tata SD 1015 TC(4×4)
 Tata Winger Passenger MiniBus
 Tata Landrover 1515F
 PASSENGERVEHICLES
 Tata Tiago

 Tata Tigor

 Tata Hexa

 Tata Nexon

 Tata Harrier

 Tata Altroz





32
 ORGANIZATION STRUCTURE OF TATAMOTORS.

34
Objectives of the study
 To understand the knowledge of services for their vehicle among customers.
 Knowing issues the customer faces with respect to their vehicle.
 To learn wheatherthe consumer is happywiththeir vehicle after-sales operation.
 Comparison of the after-sales facilities Tata Motors and Maruti Suzuki have.

36
 RESEARCH METHODOLOGY
Research may be a general respect meaning checking out information. it's a process of
logical and systematic use of basic science during a high and standard research and scientific
process, which provides specific tools, procedures, and philosophical methods for obtaining and
ordering data before their rationalization And tricking a special quite scientific research s is out
there counting on the character of the research project, availability flexible.
1. Research Design
The nature of the research offers a structure that will keep the project together. Using a
research design to show how all the core components of a research project — samples or
classes, procedures, therapies or services, and dissemination methods — work together to
improve central research.
 Briefing of questionnaires
We clarified the study's target at mealtimes. An detailed overview of the entire termiological
questionnaire.
 Mock Interviews
This is a time of practice provided to persons seeking field work so that conversations and
collection of data can begin.
2. Data collection:
Information is also gathered via the organisation's various online websites.
The Operating Department is working at the Maruti Suzuki showroom to provide information and data
as it is subdivided.
The questionnaire was used as a fitting instrument for the collection of data in that particular report.
 Primary data
Within the kind of questionnaire, specific data are obtained directly from the respondent.

37
 Secondary data
Secondary data Secondary data is data which one person or another person has
already collected and analyzed. That sort of knowledge is also helpful in
experiences from time to time.
 Instrument of data collection
The two instruments used to collect information were the questionnaire and private
communication
 Data analysis technique
In the outstanding sheet at the top of the report, the data collected are reported daily by
the team leader, the information incorporated into the varied objectives.
3. Sampling design
Sample design may be a straightforward decision to obtain data from people who are
prioritized. We also had to gather information from people traveling with four
wheeled vehicles for this project.
4. Sample size:
The sample size 100
Areas
The area of study is LUCKNOW.
5. Sampling technique:
 Convinence Sampling:
Interviews provided a credible survey. During this kind of sampling interviewer, the
interview can be performed anywhere he wants from the audience, as long as the
critical qualities are exercised.
6. Tools to be used:
Structured queries are generally obtained and then the results are analysed
The acceptable graph, bar chart, and pie charts, with the help of a percentage table.

38
7. Tools of Presentation:
It means that all tools are used to logically present information so that it is often easily
understood. In analysis tables and graphs knowledge is usually provided.
8. Hypothesis:
It is a press release that raises the issue of any plan being investigated for an anticipated outcome.
The notion of experimental research is an integral part of the technique. And when constructing your
theory, you want to be cautious and alert. A small error in the design of the hypothesis may have a
negative effect on the test that is supposed to be considered.:
1. It must be proved that the hypothesis is true.
2. There must be a chance to prove that the hypothesis is fake.
3. The effect of the hypothesis must be reborn.
According to my research objectives the hypothesis which can be formulated are as follows
Hypothesis 1:
Alternative- There is service awareness among customers for their vehicle.
Null- There is no service awarenessamong customers for their vehicle.
Hypothesis 2:
Alternative- There is problem faced by the customer with reference to their vehicle.
Null- There is no problem faced by the customer with reference to their vehicle
Hypothesis 3:
Alternative- Is customer satisfied with their after sales service for their vehicle.
Null- Is customer unsatisfied with their after sales service for their vehicle.

40
LIMITATIONS OF STUDY
 Consumers weren't prepared to offer the survey proper answers as they didn't have
the time and few were reluctant to share their opinion.
 Project length just 30days.
 The area chosen for survey is limited to city Lucknow.

41
DATA ANALYSIS
AND
INTERPRETATION

42
4%
Percentage
8%
14%
18%
20%
25%
20%
15%
10%
5%
0%
36%40%
35%
30%
Percentage
DATA ANALYSIS AND INTERPRETATION
Table No 1.1: Table showing the type of Maruti car owned by the respondent.
Maruti Car No of Customer Percentage
Maruti800 36 36%
Alto 14 14%
Swift 20 20%
Omni 18 18%
WagonR 08 08%
Ertiga 04 4%
Total 100 100%
Interpretation:
The above table & graph shows that, the respondents prefer to own more of Maruti800 than a Maruti Alto
cars in comparison to other modelof maruticars.

43
40%
35%
30%
25%
20%
15%
10%
5%
0%
Percentage
38%
22%
20%
14%
Percentage
4%
Tata Ace Tata Ace
Zip
Tata
Super
Ace
Tata Other
Manza
Table No 1.2 :Table showing the type of TATA car owned by the respondent.
Tata Car No Of Customer Percentage
Tata Ace 22 22%
Tata Ace Zip 14 14%
Tata Super Ace 20 20%
Tata Manza 38 38%
Other 06 06%
Total 100 100%
INTERPRETATION
The above table & graph shows that, the respondents prefer to own more of Tata Manza than a Tata Ace
cars in comparison to other modeloftatacars.

44
Table No 2.1 : Table Showing The Period Of Car Servicing For Maruti Suzuki
Period Of Servicing No Of Customer Percentage
In One Month 10 10%
Once In 2 Month 40 40%
Total 100 100%
INTERPRETATION
Above table & graph shows, that most of the respondent prefer that their car servicing should be done
once in 2 month than once in a month.
0
5
10
15
20
25
30
35
40
45
In 1month Once in 2month Once in 3month Once in 4month
Percentage
Percentage
10%
40%
20%
30%

45
Percentage
70%
60%
60%
50%
40% 36%
30%
20%
10% 4%
0%
0%
In One Month Once In 2Month Once In3Month Once In 4 Month
Table no 2.2: Table showing the period of car servicing for Tata motors.
Period Of Servicing No Of Customer Percentage
In One Month 00 00%
Total 100 100%
INTERPRETATION
Above table & graph shows, that most of the respondent prefer that their car servicing should be
done once in 2 month than once in a three month.

46
Percentages
70% 64%
60%
50%
40% 36%
30% Percentages
20%
10%
0%
Company Car Showroom Pvt. Garage
Table no 3.1 : Table showing the place of servicing Maruti Suzuki car.
Place Of Servicing No Of Customer Percentages
Company Car Showroom 64 64%
Pvt. Garage 36 36%
Total 100 100%
INTERPRETATION
Above table &graph clears that, more of respondents visit to company car showroom than a
pvt.garage for their car servicing.

47
Table No 3.2 : Table Showing the place of servicing Tata motors car.
Place Of Servicing No Of Customer Percentages
Company Car Showroom 38 38%
Pvt. Garage 62 62%
Total 100 100%
INTERPRETATION
Above table &graph clears that, more of respondents visit to company pvt.garage than a
company car showroom for their car servicing.
0
10
20
30
40
50
60
70
Company Car Showroom Pvt. Garage
Percentage
Percentage
38%
62%

48
20%
14%
15%
10%
5%
0%
Excellent Good Average Poor
22%
24%
40%
35%
30%
25%
40%
45%
Percentage
Table No 4. 1 Table showing respondents contacting service department to make
appointment of MarutiSuzuki
Response No of customers Percentage
Excellent 24 24%
Good 40 40%
Average 22 22%
Poor 14 14%
Total 100 100%
INTERPRETATION
From the above tableand graph, shows that much of respondent contactservice department to make
appointment for their car servicing.

49
Table No 4.2 Table showing respondents contacting service department to make
appointment of Tata Motors.
Response No. of customers Percentage
Excellent 26 26%
Good 34 34%
Average 28 28%
Poor 12 12%
Total 100 100%
INTERPRETATION
From the above tableand graph, shows that much of respondent contact service department to make
appointment for their car servicing.
0
5
10
15
20
25
30
35
40
Percentage
Percentage
26%
34%
28%
12%

50
PoorAverageGoodExcellent
10%
5%
0%
10%
15%
Percentage
18%
25%
20%
34%
35%
30%
38%40%
Percentage
Table No. 5.1 Table shows respondentsof availability of appointment to Suit Serving the
carfor Maruti Suzuki.
Excellent 34 34%
Good 38 38%
Average 18 18%
Poor 10 10%
Total 100 100%
INTERPRETATION
Above graph shows, there is good respond by the respondent of availability of appointment to
Suit Servcing the car for for their car.
.

51
10%
14%
Percentage
36%40%
35%
30%
25%
20%
15%
10%
5%
0%
40%
45%
Percentage
Table No. 5.2 Table shows the respondents of availability of appointmentto Suit Serving
the carfor TataMotors.
Excellent 36 36%
Good 40 40%
Average 14 14%
Poor 10 10%
Total 100 100%
INTERPRETATION
Above graph shows, there is good respond by the respondent of availability of appointment to
Suit Serving the carfor for their car.

52
PoorAverageGoodExcellent
10%
5%
0%
10%
15%
Percentage
20%
22%
30%
25%
30%
38%40%
35%
Percentage
Table No. 6.1 : Table shows that the respondents of the Communication during Service/
Repair to you adapted on process for Maruti Suzuki .
Excellent 38 38%
Good 30 30%
Average 22 22%
Poor 10 10%
Total 100 100%
INTERPRETATION
As per graph & table, there is excellent response by the company in communicating the
respondents for their car servicing or repair issue.

53
Percentage
40%
35%
34% 34%
30%
25%
20% 18%
Percentage
15%
10%
14%
5%
0%
Table No. 6.2 : Table shows that respondents of the Communication during Service/ Repair
to you adapted on process for TataMotors.
Excellent 34 34%
Good 34 34%
Average 18 18%
Poor 14 14%
Total 100 100%
INTERPRETATION
As per graph & table, there is excellent response by the company in communicating the
respondents for their car servicing or repair issue.

54
6%
Percentage
20%
34%
40%
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
Percentage
Table No.7.1 : Table shows respondents of the availability of spare parts for Maruti Suzuki.
Excellent 40 40%
Good 34 34%
Average 20 20%
Poor 06 06%
Total 100 100%
INTERPRETATION
Above graph &table shows, thatmuch of respondents are satisfiedof theavailability of spare parts on
time by their company.

55
12%
14%
Percentage
32%
42%45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
Percentage
Table No.7.2 : Table shows respondents of the availability of spare parts for Tata Motors.
Excellent 32 32%
Good 42 42%
Average 14 14%
Poor 12 12%
Total 100 100%
INTERPRETATION
Above graph &table shows, that much of respondents are satisfied of theavailability of spare
parts on time by their company.

56
Table No. 8.1 Table shows respondents of the vehicle reach at agreed time of Maruti
Suzuki .
Response No of Customers Percentage
Yes 76 76%
No 24 24%
Total 100 100%
INTERPRETATION
Above table and graph says that, most of respondent get their car back on agreed time after
the servicing and repair.
NoYes
20%
10%
0%
24%
70%
60%
50%
40%
30%
Percentage
76%80%

57
Table No. 8.2 Table shows respondents of the vehicle reach at agreed time of Tata Motors
Yes 74 74%
No 26 26%
Total 100 100%
INTERPRETATION
Above table and graph says that, most of respondent get their car back on agreed time after
the servicing and repair.
NoYes
20%
10%
0%
26%30%
Percentage
70%
60%
50%
40%
74%80%
Percentage

58
Table No. 9.1 Table Shows respondents of the customer service Centre Executive try to
cross sale other car accessories for Maruti Suzuki.
Yes 20 20%
No 80 80%
Total 100 100%
INTERPRETATION
Above graph &Table Shows that their companydo not try serviceto cross sale the other car
accessories to their respondent.
30%
20%
20%
10%
0%
Yes No
Percentage
Percentage
80%
90%
80%
70%
60%
50%
40%

59
Table No. 9.2 Table shows respondents of the customer service Centre Executive try
to cross sale other car accessories for Tata Motors.
INTERPRETATION
Above graph &Table Shows that their company do not try serviceto cross sale the other car
accessories to their respondent.
0
10
20
30
40
50
60
70
80
Yes No
Percentage
Percentage
Yes 24 24%
No 76 76%
Total 10 100%
24%
76%

60
Table No 10.1 : Table shows that respondents of the pleasant / unpleasant experience at
service center For Maruti Suzuki.
Pleasant 76 76%
Unpleasant 24 24%
Total 100 100%
INTERPRETATION
Above graph &table shows respondents have the pleasantexperience at the time of after sale
service in their respective car showroom centers.
UnpleasantPleasant
20%
10%
0%
24%
70%
60%
50%
40%
30%
Percentage
76%80%

61
Table No 10.2 : Table shows that respondents ofthe pleasant / unpleasant experience at
service Centre for Tata Motors.
Pleasant 68 68%
Unpleasant 32 32%
Total 100 100%
INTERPRETATION
Above graph &table shows respondents have the pleasantexperience at the time of after sale
service in their respective car showroom centers.
UnpleasantPleasant
30%
20%
10%
0%
32%
60%
50%
40%
68%
70%
80%
Percentage

62
Table No 11.1 :Table shows respondents of that believe that better service provided by
your car manufacturer for expensive variants for MarutiSuzuki.
Yes 28 28%
No 72 72%
Total 100 100%
INTERPRETATION
The above graph &table shows that ,most of respondent believe that better service are provided by
their car manufacturer for expensive variants.
NoYes
20%
10%
0%
28%
70%
60%
50%
40%
30%
72%
80%
Percentage

63
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.
Yes 32 32%
No 68 68%
Total 100 100%
INTERPRETATION
The above graph &table shows that, most of respondent believe that better service are provided by
their car manufacturer for expensive variants.
NoYes
30%
20%
10%
0%
32%
60%
50%
40%
68%
70%
80%
Percentage

64
Table 12.1 : Table showing overall satisfaction with performance of Maruti Suzuki
Satisfaction of
performance
No of customer Percentage
Fully satisfied 36 36%
Partially satisfied 52 52%
unsatisfied 12 12%
total 100 100%
INTERPRETATION
Above graph and table shows that, respondent are partially satisfied with the overall performance
with their car company and they need to work on it so that customer are fully satisfied with the
performance.
unsatisfiedPartially satisfiedFully satisfied
10%
0%
12%
20%
Percentage
30%
36%
50%
40%
52%
60%
Percentage

65
Table 12.2 : Table showing overall satisfaction with performance of Tata Motors
Satisfaction Of Performance No Of Customer Percentage
Fully satisfied 24 24%
Partially satisfied 40 40%
unsatisfied 36 36%
Total 100 100%
INTERPRETATION
Above graph and table shows that, respondent are partially satisfied with the overall performance
with their car company and they need to work on it so that customer are fully satisfied with the
performance
0
5
10
15
20
25
30
35
40
45
Fully Satisfied Partially Satisfied Unsatisfied
Percentage
Percentage
24%
40%
36%

67
FINDINGS
 It is observed that 36 % of respondents have Maruti 800 and thus the remaining 20% Fast, 18%
Omni, alto 14%, Wagon R 8% and 4% Ertiga.
 This acknowledges that the car owner of Tata Manza is 38%, the car owner of Tata ace is 22%,
the car owner of Tata Super ace is 20%, the car owner of Tata Ace Zip is 14% and the other car
owner of Tata is just 0.04%.
 It is seen that 40 percent of individuals like to move their car better within two months, 30
percent within four months, 20 percent within three months, and thus the remaining 10 percent
within one month.
 It is seen that 60% take 2 months of service delivery time, 36% people take 3 months to figure ,
04% people take 4 months for Tata Motors.
 It is seen that 64% of individuals use car shows in companies when working for his or her cars
and 36% use a personal garage service space for his or her maruti Suzuki car.
 38% of individuals use company car shows when working for his or her cars and 62% use
private garage work space for his or her TataMotors vehicles.
 We noted that the communications department by appointing Maluti Suzuki was 24% with
good experience, 40% with good, 22% with average and 14% with low experience.
 We noted that Tata Motors' consulting services department was 26% experienced, 34%
positive, 14% average and 06% unhealthy.
 Explained that the supply of Suites appointments We work for Maruti Suzuki's car, 34% with
good experience, 38% with good experience, 18% with 10 and 10% of individuals have poor
experiences.
 You also found that the supply of suit designation We work for Tata Motors car, 36% had good
experience, 40% had good experience, 14% had average 10% of individuals have poor
experiences.
 Interaction during Operations / Adjustments tailored to you.
 The Communication during Service / Repairs you adapt the method 34% of individuals had a
really good experience, 34% had an honest experience, 18% had a rating and 14% had a nasty
experience at TataMotors.
 Time Spare-parts availability For Maruti Suzuki. It is estimated that 40 % of the population had

68
excellent experience, 34% had good experience, 20% had average experience and 06% had
poor experience.
 Time Spare parts availability On Tata Motors. It acknowledges that 32 per cent of individuals
are viewed with excellent experience, 42 per cent have good experience, 14 per cent have
average experience and 12 per cent have bad experience.
 Determines if the car is within the agreed timeframe, indicating that 76% of the population and
24% of individuals disagree about Maruti Suzuki.
 Notices that your car arrives at an agreed time, indicating that 7% of individuals agree and 26%
aren't TataMotors approved.
 The Customer Service Center is trying to cross some cars .We found that 20% of individuals
said yes and 80% weren't for Maruti Suzuki.
 The Customer Service Center is trying to cross some cars .We found that 24% of individuals
said yes and 76% weren't Dad Motors.
 See that 76% of individuals have good experiences and 24% of individuals have unpleasant
experiences at the MarutiSuzuki service center.
 Recognized that 68% of individuals had an unpleasant experience and 36% had unpleasant
experiences at the TataMotors service center.
 Realizing that, 28% of individuals believe that the simplest services offered by your car maker
are expensive and 72% of individuals believe MarutiSuzuki.
 It is observed that the general performance of the Maruti Suzuki car 52% of the population is
slightly satisfied with 36% of the people being completely satisfied and 12% not satisfied with
their car performance.

70
CONCLUSIONS
 Established that Marui 800 may be a popular model within the city of fortune and
surrounding villages and it had been established that TATA Manza is extremely popular
within the fortnow area.
 It was found that the owner of a Maruti car took about 2 months for the operation of the
vehicle and Tata motors took about 2 or 3 months for his or her carriage.
 Many people have the will to require a prominent place within the corporate show and
Tata Motors' car owner isn't curious about the company's caretaker show rather than
choosing tovvt.garage ..
 Contacting the service department to form a meeting with Maruti Suzuki compares
favorably with TataMotors.
 Suit Availability Availability Car Service is sweet for Tata compare to MarutiSuzuki.
 The communication during Service / Repairs to you modified Maruti Suzuki conversion
process is extremely good to TataMotors.
 The availability of Maruti Suzuki parts is well compared to TataMotors.
 Reach The arrival of cars at the agreed time of MarutiSuzuki, many of us are satisfied
with TataMotors.
 The Customer Service Center is trying to cross sell a number of the most cost effective
Maruti Suzuki cars compared to TataMotors.
 The fun / unpleasant experience at the Maruti Suzuki service center compare the more fun
with the TataMotors.
 Believe within the excellent service provided by your car maker for the cheaper Maruti
Suzuki variants than the TataMotors.
 Customers Marutisuzuki customers are very satisfied but Dad's motors are satisfied with
the complete performance of their car.

72
SUGGESTIONS
 Customers only combat a requirement whenever after the sales service
therefore the company should specialise in consumption rather than sales.
 The company should create new ideas to draw in the customer to their point
of view.
 The company should provide customers like tea, drinking water during
operation.
 Customers prefer cars that are superior to any price therefore the company
has got to add the newest technology to its operation.

74
BIBLIOGRAPHY
BOOKS:
 Kotler, P (2002), “Marketing Management” Millennium Edition, Tenth Edition, Prentice Hall,
Inc, A Pearson Education Company, Upper Saddle River, New Jersey,pp.
 Hill, N., (1996), Handbook of After Sales Services & Customer Satisfaction, Gower Press,
Alders hot, UK.
 Jeffrey Gitomer (1998), Customer satisfaction is worthless: Customer loyalty is priceless: How
to make customer satisfy after the sales is done, keep them coming back and tell everyone they
know, Austin TX: Board Press.
WEBSITES:
 http://www.marketing91.com/marketing-strategy-Tata Motors and Maruti Suzuki/
 internationalmarketing-1350.php
 https://www.zigwheels.com/newcars/best-hatchbags-cars
 http://wikipedia.com
 https://en.m.wikipedia.org
 https://tatamotors.com
 https://marutisuzuki.com
 Onmarketing-strategy-of-Tata and Maruti cars.html

76
QUESTIONNAIRE
Name:- Gender:-
Occupation:- Phone No:-
Ques1.
i. Which car model of Maruti is owned by the person ?
 Maruti 800
 Alto
 Swift
 Omni
 Wagon R
 Ertiga
ii. Which Tata car model does the individual own?
 Tata Ace
 Tata Ace Zip
 Tata Super Ace
 Tata Manza
 Other
Ques2.
i. Auto Service Length for Maruti Suzuki?
 In One Month
 Once In 2 Month
 Once In 3 Month
 Once In 4 Month

77
ii. Tata Motors Car Servicing Period?
 In One Month
 Once In 2 Month
 Once In 3 Month
 Once In 4 Month
Ques3.
i. Which place do Maruti customer choose for their car servicing?
 Company car showroom
 Private Garage
ii. Which place do Tata customer choose for their car servicing ?
 Company car showroom
 Private Garage
Ques4.
i. How many person contact service department to make appointment of maruti ?
 Excellent
 Good
 Average
 Poor
ii. How many person contact service department to make appointment of Tata?
 Excellent
 Good
 Average
 Poor

78
Ques5.
i. The person's actions towards the availability of rendezvous to match the car for maruti?
 Excellent
 Good
 Average
 Poor
ii. The person's actions towards the availability of an appointment to match the tata car
serving?
 Excellent
 Good
 Average
 Poor
Ques6.
i. To know the behavior while communicating during service/repair in process of maruti ?
 Excellent
 Good
 Average
 Poor
ii. To know the behavior while communicating during service/repair in process of tata ?
 Excellent
 Good
 Average
 Poor
Ques7.
i. Does Maruti have the availability of spares parts with them ?

79
 Excellent
 Good
 Average
 Poor
ii. Does Tata have the availability of spares parts with them?
 Excellent
 Good
 Average
 Poor
Ques8.
i. Does vehicle reach at agreed time by maruti Suzuki after servicing?
 Yes
 No
ii. Does vehicle reach at agreed time by Tata Motors after servicing?
 Yes
 No
Ques9.
i. Will the executive of the Maruti Customer Service Center try to market other vehicle
accessories?
 Yes
 No
ii. Does the executive of the tata customer service center attempt to cross-sell other
accessories for the car?
 Yes
 No

80
Ques10.
i. What are the experience receives by you at maruti service center?
 Pleasant
 Unpleasant
ii. What are the experience receives by you at tata service center?
 Pleasant
 Unpleasant
Ques11.
i. Does you believe that maruti provides better service to their car manufacturer for
expensive variants?
 Yes
 No
ii. Does you believe that tata provides better service to their car manufacturer for expensive
variants?
 Yes
 No
Ques12.
i. What are the satisfaction level with reference to maruti suzuki?
 Fully Satisfied
 Partially Satisfied
 Unsatisfied
ii. What are the satisfaction level with reference to tata motors?
 Fully Satisfied
 Partially Satisfied
 Unsatisfied

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