1.

1EXECUTIVE SUMMARY

The new millennium is not just a new beginning; it is a continuation of trends in

human behaviour that have been following cyclical patterns throughout our country's
history. Just because we have entered a new era does not mean we have to start from scratch
when it comes to interpreting why certain consumers are loyal to certain brands, and what
type of factors influence these kinds of buying behaviour. Brand awareness is the
consumer's conscious or unconscious decision, expressed through intention or behaviour, to
repurchase a brand continually. It occurs because the consumer perceives that the brand
offers the right product features, image, or level of quality at the right price. Consumer
behaviour is habitual because habits are safe and familiar. In order to create brand loyalty,
advertisers must break consumer habits, help them acquire new habits, and reinforce those
habits by reminding consumers of the value of their purchase and encourage them to
continue purchasing those products in the future.

Brand awareness has key role in determining the behaviour of a buyer and it has the
final decision. Until a buyer has clear cut of view about the product he never dare to
purchase, where as awareness about a particular brand make him to take quick decision and
go forward.

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1.2 INTRODUCTION
The new business horizon will be the most challenging era for the most of the
companies delivering goods and services to the buyers directly through their network. The
increasing competition in the global markets will make the existence of the companies
difficult as the buyers enjoy being the kingpins.
Marketing is all around us. It is one from or another. It is close to every individual.
Moving from the historical perspective, modern marketing has taken on new dimension
through various management approaches. Marketing was defined as an exchange
mechanism, in its early days and had been conceptualized as a function of selling. The
efficacy of marketing was largely related with the personal salesmanship through
advertising strategies for the consumer and industrial products. However, with the
recognition of the difference between marketing and selling, concepts turned more scientific
and analytical. Marketing is now defined as a blend of behavioural and management
science powered by creativity, intuition, innovation, and inspiration tops them all.

Perhaps the most distinctive skill of professional marketers is their ability to create,
maintain, protect, and enhance brands. Branding is the art and cornerstone of marketing.
The American Marketing Association defines a brand as: a name, term, sign, symbol, or a
design, or a combination of them, intended to identify the goods or services of one seller or
group of sellers and to differentiate them from those of competitors. Thus a brand identifies
the seller or maker.

“What distinguished a brand from its unbranded commodity counterparts is the

consumer’s perceptions and feelings about the product’s commodity counterparts is the
consumer’s perceptions and feelings about the product’s attributed and how they perform.
Ultimately, a brand resides in the minds of consumers. A brand can be better positioned by
associating its name with desirable benefits.

A brand is much more than a name, logo, colors, a tagline, or symbol. These are
marketing tools tactics. A brand is essentially a marketer’s promise to deliver a specific set
of feature, benefits and services consistently to the buyers. The marketer must establish a
mission for the brand and a vision of what the brand must be and do.

Brand nodding occurs when customers experience the company as delivering on its
benefit promise. The fact is that brands are not built by advertising but by the brand

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experience. Brands vary in the amount of power and value they have in the marketplace. We
define brand equity as the positive differential effect that knowing the brand name has on
customer response to the product or service. Brand equity results in customers showing a
preference for one product over another when they are basically identical. The extent to
which customers are willing to pay more for the particular brand is measure of brand equity.

A brand needs to be carefully managed a so that its equity does not depreciate. This
requires maintaining or improving brand awareness, perceived quality and functionality, and
positive associations. These tasks require continuous R and D investment, skillful
advertising, and excellent trade and consumer service.
Each firm wants to identify its products and distinguished them from their competitors in
the market. A firm does and confirms it by means of branding. Branding means, naming a
product for its identification and distinction. A product will gain its image and consumer
loyalty through its brand.
In the car marketing segment of Indian market, Maruti is known as the undisputed
leader. Various reasons have been attributed to its success. Some of them are low initial cost
of the vehicle which is known as “the common man’s car”. It is also known as for its easy
handle and maintenance features and low service charges.
Another important area where Maruti scores over its competition is the well
established nation wide circle of after sale service centers. Indus is one of the well known
Maruti dealers in Kerala which play a key role in understanding the needs and wants of the
customers and their desires as well as services. It also plays a good role as a good service
centre to maintain good and effective services and provide greater level of satisfaction.
Brand awareness means the people are familiar with the product and they are likely to buy it
because they organize it. All brands have value just like physical asset value. Brand also can
be treated as assets like physical. Many companies recognize their brands as more valuable
than their physical assets. A powerful brand can create ultimate success and show bizarre
things to the business world.
As above mentioned visions in large, a keen desire has been dedicated for the
attempt in this study entitled “Influence of Brand Awareness on buying behaviour with
special reference to Maruti Ritz at Indus Motors, Calicut”.

1.3 OBJECTIVES

The study has been conducted with the following objectives in mind:

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1.2.1 PRIMARY OBJECTIVE
1. To know, whether buying behaviour is dependent of brand awareness or not
2. To know how brand awareness made customer to purchase product (Maruti car)
3. To understand the factors and variables of brand influence them to purchase.
4. To know what position does the brands has in the minds of customers.
5. To know how they became aware of the brand (Ritz)
6. To know level of satisfaction about the brand awareness (Ritz) offered by Maruti.
7. To know how maintain and improve brand awareness,brand loyalty.

1.2.2 SECONDARY OBJECTIVE

1. To know about the service quality of Indus Motors, Calicut
2. To understand the concept of customers abut Indus Motors, Calicut

1.4 SCOPE OF THE STUDY

The overall scope of the present study considers all the variables and factors that
have major impact over the customers in considering particular brands. This especially
included how a customer regally evaluate recognizes the brand and what position particular
brand occupies in the customer mind.

4
This includes how a customer gets attracted towards the brands and what makes a brand
highly significant over their competitive brand. The study includes how brand awareness
among potential customers can be maintained and improves.
The project has been done in Kozhikode city only. The survey was confined only to
Maruti customers to presently posses only Ritz. The survey was especially focused on
existing Ritz owners for finding how they are influenced by the brand and what made them
aware of the brand. After the survey was done the data was analyzed and also relevant
suggestion were made in order to improve its brand awareness towards Ritz as well as
Maruti.

1.5. IMPORTANCE OF THE STUDY

The motive of any company is to generally acquire larger market share high % of
sales the Industry, This could be only achieved by building a higher % of brand loyal
customers.
Any company can survive if there is a stiff computational activity in the market and
brand loyal customers. Today many major companies in the market try to maintain and

5
improve there branded equity. With out creating a proper Brand awareness they cannot build
brand image.
Strong brands help build the corporate image and also by making it eager for the
companies launch new brands.
Today brands are treated as major enduring assets of a company; more over brand equity are
major contributor to customer equity. This all can happen only if there is proper brand
awareness.
The four wheeler industries have been expanding rapidly are gone the day when
possessing a small and mid-size cars was seen as a luxury. Nowadays it is viewed as a mere
necessity. So such awareness has key role to the consumption.

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1.6. RESEARCH METHODOLOGY

Research methodology is the description, explanation and justification of various

methods of conducting research. This area deals with the research design, sources of data
collection, sampling design, hypothesis, and statistical tools used for the data analysis and
interpretation.

1.6.1 STATEMENT OF THE PROBLEM

Since Maruti is one of the most popular brands in India, there is a high need to
understand whether the customers are loyal to the brand and they have any kind of
influence from its awareness. Retaining customers is the main objective of any company.
So, a study to understand the influence of brand awareness seems to be not go vain.

The main objective of the study is to find out, whether there any influence of brand
awareness in buying behaviour.

1.6.2 RESEARCH DESIGN

Descriptive Research

A researcher should think about the way in which he should proceed in attaining his
objective in his research work. He has to make a plan of action before starting the research.
This plan of study of a researcher is called the research design. Descriptive research design
is used for this study. Descriptive research design is used to those studies which are
concerned with characteristics of a particular individual or a group

1.6.3. SOURCE OF DATA COOLECTION

Both primary and secondary data have been used for the study.

Primary data

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 Primary data are those which are collected for the first time which is original in
character. They are collected directly and are reliable. The primary data was collected
through a well structured questionnaire.

Secondary data

Secondary data is those which have already been collected by someone else.
Secondary data has been collected from company records, text books, websites etc

1.6.4. SAMPLE SIZE.

63 respondents where selected as sample size from a sample frame of 450 existing
customers. Mathematical tool was used for obtaining the numbers, it is shown below.

n = Z2×P×Q×Ne2×N-1+Z2×P×Q

Where
n = minimum sample size required
N =Sample frame
P% = the proportion of respondents belonging to the specific category
Q% = the proportion of respondents not belonging to the specific category
Z = the value corresponding to the level of confidence required
E = Error value

1.6.5. PILOT STUDY AND PRE-TESTING

The sample frame for this study is 450; for conducting a pilot study, The researcher
have taken 5% of my sample frame, i.e. a size of 23. In that researcher got 95% responses,
so researcher took P as 95% and Q as 5%.The level of confidence taken is 95%, so the Z
value is 1.96.If Z is 95% the E value should be 5%.The pre-test was conducted regarding to
that responds.

1.6.6. SAMPLING TECHNIQUE

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 In this study, systematic random sampling was used for selecting samples. The list of
population was given by the company.

1.6.7. STATISTICAL TOOL

Chi-square test is used for the study. Chi-square test is one of the important tests
developed to test hypothesis. It is a non parametric test. It is frequently used for testing
hypothesis concerning the difference between a set of observed frequencies of a sample
and corresponding set of expected or theoretical frequencies.

X2 = ∑ (O– E) 2 / E

Where O = observed frequencies,

E = expected frequencies,

Degree of freedom (v) = n-k

n = number of frequency classes

k = number of independent constraints.

For a contingency table with ‘r’ number of rows and ‘c’ number of columns the degree of
freedom is

V= (r-1) (c-1)

The following steps are required to determine the value of the chi-square test.

1. Calculate the expected frequencies

2. Take the difference between observed and expected frequencies.

3. Obtain the square of the difference.

4. Divide (O- E) 2 with the expected frequency.

5. Obtain ∑ (O– E) 2 / E

The calculated value of x2 is compared with the table value of x2 for a given
degree of freedom at a certain specified level of significance. If the calculated value is

9
more than table value, null hypothesis is rejected and accept the alternative hypothesis. If
the calculated value is less than table value, null hypothesis is accepted and alternative
hypothesis is rejected.

The important applications of chi-square test are given below.

• To test the variance of a normal population.

• To test the goodness of fit.

• To test the independence of attributes.

Hypothesis

Hypothesis is considered as the most important instrument in research. A hypothesis is

an assumption or some assumption to be proved or disapproved.

Hypothesis can also be divided as (1) Null Hypothesis or (2) Alternative Hypothesis.

Null Hypothesis: is a statement that no difference exists between a population parameter

and a sample statistic

Alternative Hypothesis: When the null hypothesis is rejected, then, we are accepting the
alternative hypothesis. The alternative hypothesis is the logical opposite of the null
hypothesis.

In this study

Null hypothesis (Ho): - Buying behaviour is independent of brand awareness.

Alternative hypothesis (Hi): Buying behaviour is dependent of brand awareness

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1.7. LIMITATIONS OF THE STUDY

As a study is concerned it has got its own limitations. It is obviously understood that
such limitations are unavoidable.

Some important limitations can be read as;

➢ An in depth study was not possible due to time constraints
➢ The study was conducted at Calicut city; it may not be applicable for the
whole country.
➢ The study was purely confined to 63 samples. May not be applicable to
entire customers.
➢ There are chances of bias in the data collected from the respondents
➢ The data given by the respondents may limit to their own knowledge,
feelings and awareness.

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2.1. INDUSTRY PROFILE
The automobile industry is one of the most important industries in the business
scenario which influence the world economy largely. It provides jobs for millions of people
and generate billions of dollars in this world which to enhance and widen the economy. The
automobile has enabled the travelling facility to the human kind and it has eased the way of
living. The dream was came to true only in 18th centuries when first car was rolled in the
road and it was a giant step in human history. Today it has touched its peak. Innovative
steps has proven the impossibilities before the world which even beyond the imagination.
Nowadays, cars have been seen as the part of utility as well as the status. It has come
with gorgeous and gracious styles which has evoked the hearts of peoples. The demand for
the cars have been increased more than before and the competition also very high.
It’s going without say that; the automobile manufactures all over the world are in
stiff competition. In earlier days, India was out of field, but today, though in introduction
stage, it has a rapid growth. So, India is now seeking its place amongst these giants of the
world.
Talking about the current scenario, the Indians are following the strategy of getting
high with affordable price, where, nano is the remarkable one.
So we can’t imagine the future because, new powers, sources, and intelligence are
being used. The new generation has to see these changes with open eyes.

2.1.1 THE BIRTH OF AUTOMOBILE

In the early 15th century the Portuguese arrived in china and the interaction of two
cultures lead to a variety of new technologies, including the creation of a wheel that turned
the generation. By 1660’s a full sized engine powered vehicle was created.
By the mid 15th century the idea of self propelled vehicle have been put into action
with the development of experimental vehicles powered by means of springs, clock works
and etc. .
Nicolas Joseph cugnot of france is considered to have invented the first true
automobile in 1769, designed by cugnot and constructed by M.Berzin, it is also the first

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American who obtained patent for self propelled carriage which could attain speeds up to
6km/hour. The early steam powered vehicle were only the practiced one on a perfectly flat
surface as strong as iron. In 1771 he again designed another steam driven engine which ran
so fast that rammed into a well, recording the world’s first accident.

2.1.2 INDIAN AUTOMOBILE INDUSTRY

The automobile industry in India is the 10th largest in the world with an annual
production of approximately 2million units. India is expected to overtake China as the
world’s fastest growing car market in terms of number of units sold and the automotive
industry is one of the fastest growing manufacturing sectors in India. Though several major
foreign automakers, like Ford, Suzuki, GM and Honda have their manufacturing bases in
India, Indian automobile market is dominated domestic companies. Maruti Suzuki is the
largest passenger vehicle company; Tata Motors is the largest commercial vehicle company
while Hero Honda is the largest motorcycle company in India. Other major Indian
automobile manufacturers include Mahindra & Mahindra, Ashok Leyland and Bajaj Auto.

Car manufacturers in India

The reason behind the immense growth of the India Car Industry can be attributed to
the availability of car loans, affordable rates of interest, smooth repayment facilities and the
deductions offered to the customers by the retailers.

Following are the car manufacturers in India

• Maruti Suzuki India Ltd

• Hindustan Motors

• Reva Electric Car Co

• Daimler Chrysler India Private Ltd

• Fiat India Private Ltd

• Ford India Ltd

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 • General Motors India

• Honda Siel Cars India Ltd

• Hyundai Motors India Ltd

• Toyota Kirloskar Motor Ltd

• Skoda Auto India Private Ltd

• AUDI AG

• BMW

• CHEVROLET

• FORCE MOTORS

• NISSAN MOTOR CO. LTD

• PORSCHE

• ROLLS-ROYCE MOTOR

• San Motors

• TATA MOTORS

• Daewoo Motors

The varied car markets in India:

The market for small cars now occupies a substantial share of 70% out of the annual
production of 1 million cars in India. Maruti Udyog, with its legendary Maruti -800 is the
leader in the small car market. A number of manufacturing plants are coming up for
advancements in the field of small cars.

Maruti Suzuki India Ltd.

Maruti Suzuki India Ltd is a publicly listed automaker in India. It is a leading four-
wheeler automobile manufacturer in South Asia. Suzuki Motor Corporation of Japan holds a
majority stake in the company. On 17 September 2007, Maruti Udyog was renamed to
Maruti Suzuki India Limited. The company's headquarters remain in Gurgaon, near Delhi.
Maruti Suzuki is one of India's leading automobile manufacturers and the market leader in
the car segment, both in terms of volume of vehicles sold and revenue earned. Until
recently, 18.28% of the company was owned by the Indian government, and 54.2% by

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Suzuki of Japan. It is the biggest car manufacturer in India and especially dominant in the
small car sector.

Maruti Udyog Limited (MUL) was established in February 1981, though the actual
production commenced in 1983. Through 2004, Maruti has produced over 5 Million
vehicles. Marutis are sold in India and various several other countries, depending upon
export orders. Cars similar to Marti’s (but not manufactured by Maruti Udyog) are sold by
Suzuki in Pakistan and other South Asian countries. The company annually exports more
than 30,000 cars and has an extremely large domestic market in India selling over 500,000
cars annually. Maruti 800, till 2004, was the India's largest selling compact car ever since it
was launched in 1983. More than a million units of this car have been sold worldwide so far.
Currently, Maruti Alto tops the sales charts. Till recently the term "Maruti", in popular
Indian culture, was associated to the Maruti 800 model.

Maruti is clearly an “employer of choice” for automotive engineers and young

managers from across the country. Nearly 75,000 people are employed directly by Maruti
and its partners. The company vouches for customer satisfaction. Maruti Suzuki was born as
a government company, with Suzuki as a minor partner, to make a people’s car for middle
class India.

OBJECTIVES OF MARUTI SUZUKI LIMITED

1. Modernization of Indian automobile industry

2. Productions of fuel efficient, low cost, high quality vehicle to conserve scare resources
3. Production of large number of motor vehicles, which are necessary for economic growth.

Service Offered

Sales of automobiles

In the order they were launched:

1. Maruti 800, (Launched 1983)

2. Maruti Omni (1984)

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 3. Maruti Gypsy (1985)

4. Maruti Wagon-R (1999)

5. Maruti Alto (2000)

6. Maruti Versa (2003)

7. Maruti Zen Estilo (2005)

8. Maruti Suzuki Swift (2006)

9. Maruti Suzuki SX4 (2007)

10. Maruti Grand Vitara (2007)

11. Maruti DZiRE (2008)

12. Maruti A-star: ( 2009)

13. Maruti Ritz: (2009)

Future Maruti Suzuki Plans

1. Maruti Omni Face-Lift in 2009

2. New Mini-SUV in 2010 Likely to be a four-door Jimny.

3. New Luxury Sedan in 2010. Likely to be version of the Kizashi.

4. New Swift in 2011

5. New Alto

Authorized Service Stations

Maruti is one of the companies in India which has unparalleled service network. To
ensure the vehicles sold by them are serviced properly Maruti has 2628 listed Authorized
service stations and 30 Express Service Stations on 30 highways across India.

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Maruti Insurance

Launched in 2002 Maruti provides vehicle insurance to its customers with the help
of the National Insurance Company, Bajaj Allianz, New India Assurance and Royal
Sundaram. The service was set up the company with the inception of two subsidiaries
Maruti Insurance Distributors Services Pvt. Ltd and Maruti Insurance Brokers Pvt.

Maruti Finance

To promote its bottom line growth, Maruti launched Maruti Finance in January 2002.
Maruti tied up with ABN Amro Bank, HDFC Bank, SBI, ICICI Limited, Kotak Mahindra,
Standard Chartered Bank, and Sundaram to start this venture including its strategic partners
in car finance.

Maruti True Value

Maruti True service is offered by Maruti Udyog to its customers. It is a market place for
used Maruti Vehicles. One can buy, sell or exchange used Maruti vehicles with the help of
this service in India.

N2N Fleet Management

N2N is the short form of End to End Fleet Management and provides lease and fleet
management solution to corporate. Their impressive lists of clients who have signed up of
this service include Gas Authority of India Ltd, DuPont, Reckitt Benckiser, Sona Steering,
Doordarshan, Singer India, National Stock Exchange and Transworld.

Accessories

Many of the auto component companies other than Maruti Udyog started to offer
components and accessories that were compatible. Maruti started a new initiative under the
brand name Maruti Genuine Accessories to offer accessories like alloy wheels, body cover,
carpets, door visors, fog lamps, stereo systems, seat covers and other car care products.
These products are sold through dealer outlets and authorized service stations throughout
India.

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Maruti Driving School

As part of its corporate social responsibility Maruti Udyog launched the Maruti Driving
School in Delhi. Later the services were extended to other cities of India as well. These
schools are modeled on international standards, where learners go through classroom and
practical sessions. Many international practices like road behaviour and attitudes are also
taught in these schools

Key competitors

Tata Motors

Hyundai

Ford

FIAT

General Motors

Honda

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2.2 COMPANY PROFILE
About Indus Motors
Indus Motors Company Private Limited, having its registered office at Indus House,
Chakorathukulam, Calicut and the corporate office at 2nd floor, Opp. South Gate of Cochin
Shipyard, Thevara, Kochi- 682015, was incorporated on 11th July, 1948 with the main
objective of dealing motor vehicles in the state of Kerala. Indus belongs to the renowned
PEEVEES Group promoted by the prominent NRI business person Mr. P.V. Abdul
Wahab, member of parliament .The PEEVEES Group has interests in educational
institutions, plantations, civil constructions and LPG & Petroleum.
At present , Indus is one among the top five dealers of Maruti Udyog Limited in the
country. Indus operates from its dealership from Cohin ,(Kalamassery, Kakkanad and
Thevara)Trivandrum. (Mettukada, Venpalavattom and Murinchapalam) and
Calicut(Panicker Road , Kottakkal, Nallalam and Calicut koya raod) . One each in Kollam,
Kayamkulam, Kottayam, Trichur, Palakkad, Guruvayoor, Mvattupuzha, Thalassery,
Kannur, Kanhangad and Vadakara.
Infrastructure and management expertise which Indus put behind their business has
borne fruit- Maruti gave two coveted awards to Indus- Thevara workshop was adjudged the
best Model Workshop in India and Indus was the second highest seller of Genuine Maruti
Spare in India. JD Power associates has rated Indus as No.1 in South India for Sale
Satisfaction.

SALES OUTLETS
Indus Motors Company pvt. Ltd has 3 car sale showrooms spread across Kerala.
Cochin
Trivandrum
Calicut.
Indus also has its own authorized service network divided has certain sections or
ease cures of Maruti owners. There are service divisions, Maruti genuine parts division,
vehicle sale division, Maruti insurance renewal division, Maruti accessories division and
Maruti true value exchange division.
The authorized service stations are situated at Kanhangad, Kannur, Thalassery,
Calicut, Palakkad, Thrissur, Kalamassery, Edappally, Kayamkulam, Kottayam, and
Trivandrum.
SALES AND SERVICES

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 Indus Motors Company pvt. Ltd provides the entire range of products and services
available in the Maruti Suzuki. Indus is the pioneers of new and innovative sales strategies
like “Unlimited Car Care Package”: UCP that provides a Maruti customer, life long care for
his car, Inuds is the highest seller of Maruti cars in All India Ranking for April-December
2003 for models Maruti 800 and Alto.
The main aim of INDUS motors is to increase sales and all the other departments try

their maximum to increase sales.

CUSTOMER CARE DEPARTMENT

Indus customer care department termed as SSI department. I.e., Sales Service Index
department. It has 2 main functions.
Post sale follow up
Complaint resolution
MARUTI INSURANCE DEPATMENT
Insurance in Maruti is known as ‘Maruti Insurance’. Maruti has tied up with national
Insurance Company, Bajaj Allainz, New India Assurance and Royal Sundaram to fulfill this
service to all its customers.
It has certain benefits as
 Near cash-less accident
 Faster and fair claim settlement
 Dealer assisted towing facility
 Faster refunds, cancellation, and policy verification

MARUTI GENUINE ACCESSORIES DEPARTMENT

Indus motor company is assured that the part bought by customers are MG parts. It
assures long life and the complete ornaments for the vehicle .All the basic accessories are
available in the INDUS motors itself.

Many of the auto component companies other than Maruti Udyog started to offer
components and accessories that were compatible. Maruti started a new initiative under the

20
brand name, Maruti Genuine Accessories (MGA) to offer accessories like Alloy wheels,
Body cover, Door visors, Fog lamps, Stereo system, Seat covers and other than Car care
products. These products are sold through dealer outlets and authorized service stations
through out India.

EXTEND WARRENTY DEPARTMENT

EWD helps Maruti customers to extend its warranty period. It gives warranty only to
the car and not the parts.

TRUE VALUE DEPARTMENT

Mauti true value schemes started during the year 2004. This department is located
main entrance of dealership service centre. It mainly deals with buying and selling of used
cars. Exchange is done on 120point checking and Indus cars have 15% profits on each
exchange. It provides Quality, Reliability, Transparency and Convenience all under one
proof.

FEATURES OF INDUS MOTORS

 Indus Motors company is number one dealer of Maruti Suzuki Limited
 More than 18 branches in Kerala
 Winner of dealer award 2007
 The infrastructure and management expertise is excellent and put others far behind
of same business
 Thavara workshop was adjudged the best Model Workshop
 Indus is the second highest seller of Genuine Maruti Spares in India

OBJECTIVES OF INDUS MOTORS

PRIMARY OBJECTIVE
 Profit maximization
 Greatening Maruti car market in Kerala

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 SECONDARY OBJECTIVES
 Consumer satisfaction
 Creating job opportunity
 Introducing new technologies in the market
 Increase market values of shares
 Creating goodwill

HUMAN RESOURCE AND THEIR BENEFIT

Indus Motors is an Authorized dealer of Maruti Suzuki Ltd. Now more than 150
people are working in Indus Motors’s Calicut Branch. It includes permanent and
temporary workers. The company provides the salary to workers on the basis of position &
experience. The company provides dearness allowances, commission, etc, with salary.

ORGANISATIONAL CHART
Indus Motors Pvt Ltd has excellent leaders. Who spared no effort for developing this
organization. Their valuable advices and thoughtful directions had great influence in their
employee so that it could attain peaks within short span of period.
The great department consist of Mr. SIDHIK ,Assistant General Manager of sales and Mr.
SAHEER , deputy sales manager. There are three regional sales managers, Mr. SAFARY,
Mr.KRISHNAKUMAR, Mr.ABDULZAMAD

ORGNISATONAL
CHART Managing
director

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 General Manager

Sales manager Account Service

officer manager

AGM. Sales receptionist workers

Deputy sales
manager

Regional
Managers

Field executives

2.3 PRODUCT PROFILE

RITZ
Maruti Suzuki Ritz - An outstanding combination of sporty styling, compact size
andavant-gardetechnology.

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The largest car maker of India, Maruti Suzuki, has launched its much awaited model
'Maruti Ritz'. This car is sure to revolutionize the Indian auto industry because of its
exceptional features and eye-catching design. Possessing clean, bold and stylish design,
Maruti Ritz will attract people for its superb interior and exteriors.

Maruti Suzuki Ritz is available in both petrol and diesel variants. This car has been
designed keeping the comfort of passengers in mind and at the same time keeping the cost
low. The fuel efficiency and mileage of Maruti Ritz is expected to beat its competitors and
is expected to rank top in its class. The new car is available with a suspension of 170 mm
and 14-inch alloy wheels, which enables comfortable driving on Indian roads.

Maruti Ritz also offers the car lovers with options in engine. The recently launched car is
available in two different engine options. The first version comes with a brand new K-series
of 1.2 liters, four-cylinder, 85 PS petrol engine whereas, the second version with a 1.3 liters,
16-valve, 75 PS diesel engine. The performance of Maruti Ritz is expected to match with
the performance of cars like Swift and A-star.

Variants
Maruti Ritz is available in six variants including 3 variants in petrol type and 3 variants in
diesel versions.

• Maruti Ritz ZDi

• Maruti Ritz 1.2

• Maruti Ritz ZXi

• Maruti Ritz GT

• Maruti Ritz Vxi

• Maruti Ritz VDi

Technical features of Maruti Ritz

Brakes
Front Ventilated disc
Rear Drum

Suspension
front McPherson strut & coil spring

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 Rear Torsion beam & coil spring

Engine
Fuel options Petrol Diesel
No. of cylinders 4 4
Engine cc 1197 1248
Max power 85 ps@ 6000 rpm 75 ps@ 4000 rpm
Max torque 113 Nm @ 4500 rpm 190 Nm@ 2000 rpm

Weights
Kerb weight (kgs) Lxi-1005 Ldi-1100
Vxi-1015 Vdi-1110
Zxi-1030
GVW(kgs) 1430 1520
Seating 5
Fuel tank capacity(ltrs) 43

Zen Estilo
Maruti Suzuki India is all set to entice the buyers with the all new variant of Zen
Estilo. The automaker has launched this new Zen Estilo with 998-cc K-series engine.
Revamped, visually upgraded, comfortable and more stylish, the new version is available in a
host of new colour options. This 2009 variant of Zen Estilo is priced between 3.12 lakh to
3.96 lakh (both ex-showroom,Delhi).

The all fresh look of the recently launched car Zen Estilo is not all that Maruti has to offer.
This car also claims a fuel efficiency of 18.2 kpl with its 998-cc K-series engine. This small
car from Maruti Suzuki India has passed ARAI test and is BSIV & ELV compliant.

While the new ZEN Estilo with KB-Series engine comes with an upgraded engine, the other
accessories and car parts have been given a new touch. For better visibility during winters,
this recently launched car has integrated fog lights both at front and rear of the car. The other
added options available with this new model of ZEN Estilo include washers and wipers at
both ends, ABS and driver airbag.

25
Adorning the look of a miniaturized family van, Zen Estilo is truly a Spanish expression of
style. With aerodynamic body and unique bean shape, this car is designed to match pace with
the changing taste and lifestyle of 'Vibrant India'. Besides the stylish look, this new
hatchback also has posh-looking two-tone beige/chocolate brown complimentary
combination. This combination has been chosen to put in a touch of newness and refreshing
feel to the interiors. Even the seat-covers are embossed with new organically designed
geometric patterns. Some of the upgraded interior accessories of the new variant of Zen
Estilo are digital fuel display, speedometer and new multi function displays.

A perfect combination of comfort, power and pleasure, the refreshed and new model of
Maruti Suzuki Zen Estilo with KB-Series engine has new transmission technology. The new
Zen Estilo forms a part of A2 compact segment of Maruti Suzuki cars.

* Colour Options Available - Ecru Beige, Dusky Brown, Emerald Blue and Quantum
Orange.
* Variants Available - Zen Estilo LX, Zen Estilo LXI, Zen Estilo VX and Zen Estilo VXI
Technical features of Maruti Ritz

Length 3600
Width 1475 (LX/LXi), 1495 (VXi)
Height 1595
Wheel Base 2360
Tread, Front 1295
Tread, Rear 1290
Turning Radius 4.6 m
Seating Capacity 5
Ground clearance 165 mm
Max power (PS / rpm) 68 PS @ 6200 rpm
Max. Torque (Nm / rpm) 90 Nm @ 3500 rpm
Engine K10B
Engine Capacity 998 cc
Engine Type 3 cyl
Transmission 5 MT
Drive 2WD
Clutch Type Dry, single disc, diaphragm type
Kerb Weight (kg) 845 (LX, LXi), 865 (VXi)
GVW (kg) 1275
Tyre Size (Tubeless) 145 / 70 R13 (LX, LXi), 155/65 R13 (VXi)
Fuel Tank Capacity (l) 35
Front Brake Ventilated Disc

26
 Rear Brake Drum
Manual - 5 Speed,
Transmission Type Fr: McPherson strut with Torsion type roll control
device
Suspension System Rr: Coil spring, Gas filled shock absorbers with three
link rigid and isolated trailing arm
Power Steering Electronic Power steering (EPS) (Lxi & Vxi)

SWIFT
Maruti Swift, the Indian Compact Car Giant has always caused ripples in the market
with its design, technology and interior layout. But, when it is with the most modern
technology at the best price possible and it has performance, efficiency and safety to add, the
SWIFT stands out in a very bizarre and modern crowd. This was perhaps the most eagerly
awaited car launch of the decade. The SWIFT was developed totally on a new mindset- to
create a Japanese car developed in Europe for today’s global market.
Suzuki Swift, which was launched in May 2005, has been a huge hit in India.
This compact car was an effort by Maruti to incorporate fresh design and concepts into their
models. A car with eye-catching features, it is a delight to watch. Placed in the category of
B-segment cars, Swift is appreciated for quality of power, response and fuel efficiency. Some
striking features of the car are Dynamic European styling, Rally based suspension system,
All-Aluminium hypertech engine and Automatic climate control
Design and Interiors
The car has great design and equally good interiors. It has a clean-sheet design, built
on a newly developed platform with three and five-door models on offer. It has adopted
contemporary mechanicals. Features like torsion beam rear suspension and electronic brake
force distribution have been incorporated. Enough legroom and luggage space is available in
the car. The automobile has fabric accented trendy looking door trims. The boot can
accommodate plenty of luggages. The long wheelbase and width of the car mean high level
of comfort and spaciousness.
Engine
The car is equipped with 1298cc engine with 4 cylinders and 16 valves. The maximum
power is 87bhp @ 6000rpm, and maximum torque 113Nm @ 4500rpm. As for fuel
distribution, it is Multipoint injection.

27
Safety
A range of safety features have been incorporated in Maruti Suzuki Swift. The car is
available with a number of safety features like collapsible steering column, front seatbelt pre-
tensioners with load limiters, and energy absorbing trim all around. Active safety
technologies include dual front airbags, and antilock braking system together with electronic
brake-force distribution have been roped in.

Technical Specifications of Maruti Swift

Body Type Hatchback

Numbers of Doors 5
Seating Capacity 5
Tire 165 / 80 R14 / 185/70 R14 (tubeless)
Weights

Kerb Weight 980 kgs. (LXi) / 1000 kgs. (VXi) / 1010 kgs.
(ZXi)
Gross Vehicle Weight 1415 kgs.
160 kmph
Fuel Tank Capacity 43 litres
Engine

Capacity 1298cc
Number of Cylinders 4
Number of Values 16
Bore x Stroke 74.0 x 75.5 mm
Compression Ratio 9.0:1
Maximum Power 87bhp @ 6000rpm
Maximum torque 113Nm @ 4500rpm
Fuel distribution Multipoint Injection

28
ALTO
Brilliant performer-Outstanding fuel efficiency. Impressive read handling, refined
MPFI -engine. Stunning looks. Excellent pick –up and acceleration. The Alto is a brilliant car
that promises to deliver an enticing blend of unbeatable performance, comfort and driving
experience. The car is designed for effortless, and comfortable driving as just relax. More
over enjoy every moment in Alto.
The Maruti Alto is the Indian-built Suzuki Alto version, manufactured by Maruti Suzuki in
India. It was launched in the local Indian market on September 27, 2000 although the Maruti
Alto brand name was very successfully being used to export the Maruti Zen to Europe from
India since around 1994 having captured over 40% market share in Belgium and 33% in
Netherlands by 1998 It is the best-selling hatchback in India. Since 2006, It is India's largest
selling car and crossed the 1 million production figure in February 2008 becoming the 3rd
Maruti model to cross the million mark in India after Maruti 800 and Maruti Omni and 4th
overall joining Hyundai Santro. Besides being exported to Europe from 1994-2004, it has
also been exported to several other countries.

Specifications

The Alto is powered by a 796 cc gasoline engine with 3 cylinder, 4 valves per cylinder
MPFI engine with 32bit ECM.

• Maximum Power: 47 PS (35 kW)

• Acceleration 0-100 km/h: approximately 20 seconds

• Top Speed: 137 km/h (85 mph)

Variants

The Alto is offered in the following variants

29
 • Base model - (non-ac, launched in 2004, Mumbai price approx. 2.4 lakh Rs of
December 2008

• LX - Base model with A/c, cup holders, fabric seats , remote fuel lid opener and few
small changes, Mumbai price approx. 2.7-2.75 lakh Rs. as of December 2008

• LXi - Same as LX with power steering, Mumbai price 2.85-2.9 lakh Rs. as of
December 2008)

There used to be a VX/VXi model with a 4-cylinder 1061 cc engine (64 bhp/80 Nm torque)
launched in August 2001. This has now been discontinued. But this VX model is still sold in
certain European countries. The Alto VX model also featured a tachometer which was
absent in LX model. All models are equipped with 5-speed manual transmission.

The popularity of the Alto has increased over the past few years, mainly due to the reduction
in prices. This reduction in prices has mainly come in due to the reduction in excise duty
over time. Alto was the first brand In Indian Domestic Automotive History to sell over
200,000 units in a single financial year, the last 100,000 units being sold in 5 months. Alto
was the only brand to sell over 22,000 units in a single month, making it the largest selling
car in India.

The second generation Maruti Alto is based on the new Suzuki Alto, and is unveiled at the
2008 Paris Motor Show. It is based on the Suzuki A-Star Concept global car.

Technical Specifications

ENGINE
Displacement (cc) 796(cc)
No: cylinders/ arrangement/ valves 3 cylinders, in line 4 valves per cylinders
Type F c engine MPFI

PERFORMANCE
Max power (bhp/rpm) 47bhp@6200rpm
Max: torque(m/rpm) 62nm@3000rpm

ENGINE
Min: tuming radius (m) 4.6(m)
Type Power steering

BANKERS
Type Powerful 8- inch boosters assisted disk
breaks half instantly breaking

30
Swift D-Zire
The new Swift DZire joined the Swift and SX4 in Suzuki's Indian lineup and is
intended to "redefine the market and stir excitement in the entry level sedan segment". It's a
good news for the consumers because Swift DZire, which comes both in diesel and petrol
engines, offers luxury feature options including integrated stereo, steering mounted audio
controls, automatic climate control and power windows as well. Not only this but, it is also
equipped with latest’s safety features like Dual Airbags, ABS with EDB, collapsible
steering column and an i-CATS anti-theft facility. It's true to say that many of these features
are being offered for the first time in this segment in the Indian car market
Variants
Petrol Diesel
LXI LDI
VXI VDI
ZXI ZDI

Range of Colours
There is a wide range of colors for the customers. The newly Swift DZire is offered in seven
colours:

• Arctic White

• Silky Silver

• Clear Beige

• Midnight Black

• Bright Red

• Azure Gray

• Sovereign Blue

31
Technical Specifications
DZire Petrol DZire Diesel
ENGINE
Type MPI petrol/in-line/SOHC Multijet/DDis/DOHC
Fuel distribution Multipoint injection Common Rail
Capacity 1298 1248
No. of cylinders 4 4
No. of valves 16 16
Bore x Stroke 74 x 75.5 69.6 x 82
Compression ratio 9.0:1 17.6:1
Maximum power
87@6000 75@4000
(Bhp@rpm)
Maximum torque
113@4500 190@2000
(Nm@rpm)
Fixed geometry turbo charger
Air charging system Naturally aspirated
with intercooler
TRANSMISSION
5 speed manual, with 5 speed manual, with
Type synchromesh in all gears, synchromesh in all gears, one
one reverse reverse
Front Track (mm) 1470
Rear Track (mm) 1480
Turning radius (m) 4.7
440 (Zxi & Zdi)
Boot Space (liter)
464 (Lxi, Ldi, Vxi & Vdi)
CHASSIS All Variants
Rack and pinion,
Steering
Pinion type electronic power assisted
Front Brakes Ventilated Discs
Rear Brakes Drum
Maruti A - Star
On November 19, 2008 Maruti A – Star is launched especially for the car lovers
spread all across the world. This car represents beginning of a new revolution with its
outstanding performance and unmatched looks. Comprised with five world class features,
this car is environmental friendly car which has supreme engineering functionalities.

Features :
This car includes few special features like :

32
• Engage drive - To achieve perfection, this feature takes care of road handling and
maneuverability.

• Ergo drive - To render high fuel efficiency and performance, aluminum 998cc
DOHC KB series engine provides 67PS@6200rpm.

• Aero drive - For providing smooth drive, this car aerodynamic looks and windows
design are combined with aero theme interiors.

• Assure drive - For adding more safety, this car is provided with TECT ( Total
effective car technology) with ABS and dual airbags.

• Green drive - This is highly eco friendly car provided with Euro 3 compliant, Euro 4
and Euro 5, low emissions and recyclability feature.

Colors;

Bright red, Desert brown, Healing green, Silky silver, Paradise blue, Midnight black,
Sunlight copper, Arctic white, Azure grey.

33
 Technical Specifications

ENGINE
Type KB-Series
No. of cylinders 3
No. of valves 12
Capacity 998 cc/cm3
Box * Stroke 73.0 * 79.5
Compression Ratio 10:1
Maximum Power 67/6200 Ps/rpm
Maximum Torque 90/3500 Nm/rpm
Fuel distribution Multipoint Injection
Chassis
Steering Rack & pinion, Power assisted
Brakes - Front/Rear Ventilated Discs/Drums
Suspension - MacPherson strut & coil spring/Isolated
Front/Rear trailing link & coil spring
Shock absorbers Gas filled
Tyre (tubeless) 155/80R13
Capacity
Seating Capacity 5 Persons
Fuel Tank Capacity 35 Litres
Weights
Kerb weight (min.
860 - 880 kg
with full options)
Gross vehicle weight 1320 kg

Suzuki SX4
Maruti Suzuki India Ltd.. is out with it's cutting edge new model, Maruti Suzuki
SX4, a joint venture made by two of automobile czars, Suzuki and Maruti. The model closely
follows the Swift platform, therefore, it is easily available with exclusive features which
makes it all the more desirable among car connoisseurs. A mini SUV (sport utility vehicles)
style, SX4 is almost like a car in it's construction & comfort context.
The model is found in two- and four- wheel drive. With two variants, the model is all set to
conquer the Indian auto biz market. These are commonly referred as the "Urban Line" & the
"Outdoor Line", where the latter is more like an SUV in appearance compared to the first

34
one. The car is expected to have 1590cc petrol engine making it capable enough to deliver a
power of 94bhp and a torque of 13.4kgm.

Variants

Maruti Suzuki SX4 is a charming sedan easily available in two variants :

• Maruti Suzuki SX4 Vxi

Maruti Suzuki SX4 Zxi

SX4 Vxi

The Maruti SX4 Vxi variant has certain distinct technical specifications in it's wheel & tyre
category. With steel wheel type having 15 inch size & 195/65 R15 tyres, the variant marks
its' individuality.
SX4 Zxi
The Maruti SX4 Zxi variant differs equally as far as it's wheel & tyre quality is concerned.
The wheel type is alloy & it's size is of 16 inch. While the tyre type is 205/60 R16. This
variant is also available with leather option.

Technical Specifications

Engine
Capacity : 1298cc
Number of cylinders : 4
Number of valves : 16
Bore x Stroke : 74.0 x 75.5 mm
Compression ratio : 9.0:1
Maximum power : 87bhp @ 6000rpm
Maximum torque : 113Nm @ 4500rpm
Fuel distribution : Multipoint injection

Chassis
Steering : Rack & pinion, power assisted
Brakes Front : Ventilated Discs
Rear : Drums

35
 Suspension Front : MacPherson strut and coil spring
Rear : Torsion beam and coil spring

Tyres : 165/80 R14 / 185/70 R14 (tubeless)

Weights
Kerb weight : 980 kgs. [LXi] / 1000 kgs. [VXi] / 1010 kgs. [ZXi]
Gross vehicle weight : 1415kgs

Maximum speed : 160kmph

Fuel tank capacity : 43 litres

Maruti Baleno
This mid size car with its bold and elegant looks along with its smart performance is
becoming the part of the dream of many car lovers.

Colors

• Pearl Silver

• Silky Silver

• Superior White

• Midnight Black

• Bean Blue

Maruti Baleno is present in two variants :

Baleno Sedan VXi

Baleno Sedan LXi

Baleno Sedan, VXi

Along with the features present in LXi, there are many other extra features available in this
model like leather steering cover, automatic climate control, rear spoiler with LED stop

36
lamp, stylish alloy wheels, MP3 music system, silver finish centre garnish, remote keyless
entry etc.

Baleno Sedan, LXi

It has various effective comfort and safety features like tilt adjust power steering, central lock
door locking, electric windows, tachometer, tripmeter, "key not removed" warning buzzer,
AC illumination system, cigarette lighter, ash tray illumination, electrically operated AC
louvre switches,semi concealed windshield wiper(2 speed plus 2 controlled intermittent),
front and rear mud flaps, day/night inside rear view mirror, velour floor carpet, front
doorarmrests and pockets (both sides), rear door child lock, lockable glove box, side impact
beams etc.

WAGON-R
The Maruti Wagon-R is a made-for-India version of Suzuki Wagon R. Maruti
Suzuki India Limited has recently revamped its looks and introduced a new look WagonR
which sheds the boxy look at the back

Initial launch

The Wagon-R was born out of Japanese kei-jido-sha restrictions which dictated a limited
length and engine size. This boxy, tall-boy design has now completed seven years of
presence on Indian roads.

Maruti's launch of the car was ill-timed. Despite being one of the world's first tall-boy
designs (along with models from Daihatsu and Daewoo), the Wagon-R was not first-to-
market in India.

A less avant garde version of the Hyundai Atos was the first tall-boy design to hit the Indian
roads. It preceded the Maruti-Suzuki Wagon R by a two year lead.

Design & Trim Options

The car comes with a variety of trim levels. These include the LX (sans power steering),
LXi (power steering), VXi (fully loaded) and the AX (automatic). The car normally comes
with a 5-speed manual transmission and seats 4 (including the driver) comfortably.

37
The Wagon R's bread-box shape did not immediately cut ice with the Indian consumer and
the car saw slow sales initially.

Specifications

The car is powered by a 1061 cc four cylinder, sixteen valve, multipoint fuel-injected engine
producing 64 bhp (47.7 kW) at 6200 rpm and 84 newton-meter (62 ft·lbf) of torque at 3500
rpm.

The LPG version, christened DUO, was recently launched; this runs on petrol as well as on
LPG. Also the internal controls have been given a more sportier look with bright metal
finish.

Other features new in the Vxi (the top end manual transmission model) are Electrically
adjustable outside Rearview mirrors. This is the first on any B-Segment car in India.

Driving impressions

Light kerb weight(750–775 kg) makes for a nimble car with good acceleration and a top
speed of 160 km/h (99 mph). The car's fuel economy is somewhere in the range of 13 to 14
km/l (7.7 to 7.1 l/100 km) in city driving and 18 to 20 km/l (5.6 to 5.0 l/100 km) on the
highway.

The car is priced between Rs. 350,000 (LX) to Rs. 485,000 (AX).

In 2000 until 2007, the Wagon R is rebadged as Opel Agila. The Agila was built at a
General Motors factory in Gliwice, Poland and used Vauxhall/GM Engines and
transmissions.

In India, the Wagon R is sold as "Maruti Suzuki WagonR", having Suzuki's 1.1 L F10D
petrol engine producing 64 bhp (48 kW). Also, a new LPG version called DUO has been
introduced lately, which runs both on Petrol and LPG.

In Indonesia, the car is called Suzuki Karimun and offered with a 1000 cc (until 2006) and
1100cc (2007 onwards)petrol engine, whilst in China it forms the base for both the
Changhe-Suzuki Beidouxing and Changhe-Suzuki F-MPV.

38
THE FEATURES OF WAGONR

BRAKES

Antilock brake system n.a

Front 62bhp
Rear Drums 180mm

ENGINE
Bore 4 stoke n.a
Brake horse power n.a
Construction Cast iron
Displacement 1061cc
1061cc Petrol
Ignition Multi point fuel injection
Layout 4 cylinder in-line
Torque 4.8 gm @3500rpm
Valve gear 4 valves per cylinder

STEERING
Type Rack & pinion-power assisted

39
Maruti Esteem
Sophisticated big structured Maruti Suzuki esteem is one of the old car of the Maruti
Udyog group. To run this huge car its engine is made of lightweight all-aluminum. This
contemporary engine has capacity of 65 bhp at 6000 rpm .

According to *Mileage (Auto India, Nov 2005), Esteem holds the topmost position on
mileage among the other category of cars including the small cars.

There are three models of Maruti Suzuki Esteem:

• Maruti Esteem (Lx)

• Maruti Esteem (Lxi)

• Maruti Esteem (Vxi)

Colors that make the body of the car appealing to any viewer are found in different
shades in this car :

• Superior White

• Metallic Pearl Silver

• Metallic Silky Silver

• Metallic Icy Blue

• Metallic Fawn Mist

• Metallic Midnight Black

Maruti Esteem (Lxi)

This model is more upgraded version of Maruti Suzuki (Lx). Apart from the features that
are already in MarutiSuzuki (Lx), there are other few more added features existing in Maruti
Suzuki (Lxi). For comfort this model specially has rear view mirror on the left side, power
steering and power window (front).

40
The special interior feature of this model is chrome plated parking lever nob.

To mention the extra features for the exterior of this model, there are body side moulding
and full wheel cover.

Maruti Esteem (Vxi)

The striking features that are found in the most upgraded model of this car, always attract
the valuable buyers .Along with the other features that have in Maruti Suzuki Esteem (Lx)
and Maruti Suzuki Esteem (Lxi), this model possesses few more advanced standard
equipments.

For the comfort sake, this model is being upgraded with outside rear view mirror on the left
side, power antenna, kenwood defogger, central locking etc.

Interior of this model is upgraded with silver finish rear and front power window switch
garnish, cigarette lighter, vanity mirror, and silver finish louvers, garnish and bezels.
Some extra exterior features are front fog lamps with clear lens, body colored door handles,
body colored side view mirrors, rear spoiler etc.

Maruti 800

41
 Driving with the high quality of fuel efficiency and economical purchasing price have
enhanced the popularity of the Maruti 800. Its lowest fuel consumption cost has made this
car forever better choice for the buyer.

Its easy accommodating small structure of 4.4 meters of radius has made it an user friendly
car. For its easy to park structure , it is very comfortable to parking anywhere, even if the
space is too little. It can be smoothly driven in an overcrowded street or in a narrow lane.

Various safety features of Maruti 800 give assurance of secured driving to the buyer. Here is
an overview on few salient features of Maruti 800 :

• Side impact beams

• Laminated windshield

• Additional body reinforcement

Other extra new features :

• Collapsible steering columns

• High mount stop lamp

• Clear lens Headlamps

• Front Grille

• Dual Tone interior upholstery

• Bharat stage III : Hi-tech 32 ECM and ultra-refined engine

• Suzuki badging

• Clear multi reflector headlights

• Attractive tail lamp

• Specifically placed crumple zone

There are two variants found in Maruti 800:

• Maruti 800 STD BS III

• Maruti 800 AC BS III

• Maruti 800 Duo

42
Maruti 800 Std BS III

Its weight is 650kg. It is without Air-conditioner.

Maruti 800 AC BS III

To give the comfort of an Air conditioner, especially during sultry summer days, Maruti 800
is running its name as the low cost air-conditioned car. Its weight is 655kg.
Maruti 800 Std. & AC variants are available in Bharat Stage III version

Engine
Type 4 stroke cycle, water cooled SOHC (1C2V)
No. of cylinders 3
Piston displacement 796 cc
Maximum output (Std.,AC) 37 bhp at 5000 rpm
Maximum torque (Std.,AC) 59 Nm at 2500 rpm
Power Transmission
Std., AC 4-forward, all synchromesh,
1 reverse
Steering
Steering Rack & pinion
Suspension
Front McPherson strut & coil spring
Rear Coil spring with gas filled shock absorbers
Brakes
Front Disc
Rear Drum
Tyres
Tyre size (Radial) 145/70 R-12
Capacity
Fuel tank capacity 28 liters (BS III)

3. LITERATURE REVIEW

3.1 THEORATICAL PRESPECTIVE

Brand awareness is the potential capacity that a consumer recognizes or recall the
name of the brand of a certain category of a product. Thus, brand awareness is an exercise

43
of identification of the brand name under different conditions and, therefore, the probability
of a brand name coming to the consumer and the facility with which this happens.
Awareness essentially means that customers know about the existence of the brand,
and also recall what categories the brand is in. The lowest level of awareness is when the
customers have to be reminded about the existence of the brand name, and its being a part of
the category. There after is the stage of aided recall, i.e., upon the mention of the category,
the customer can recognize the company’s brand from among a list of brands. Then is the
stage of unaided recall, where in a customer mentions the company’s brand among a list of
brands in the category. The highest level of awareness is when the first brand that the
customer can recall upon the mention of the product category is the company’s brand. This
is called top-of-mind recall. (Arunkumar & N Meenakshi,2006)
Brand awareness, influenced by the advertising recall, affects the decision of
purchase not only in the aspects of the behaviour, but even at the effective level, forming
positive attitude towards the product that lead to buying of this product and to obtaining
major quotas for the company.
Brand awareness is an instrument of predominant selection amongst consumers
without experience of use of the product and stops experimentation with new product and
brands.
Band awareness is a dimension of brand equity that affects the decision of the
consumer both at the effective level and at the behaviour level. In the affective area, a brand
known by the consumers creates a feeling of pleasure and familiarity in them.
Awareness of the name acts as an anchor to which every thing else about the brand is
liked, much like the name of a person acting as an anchor for tying all associations about
him. Building awareness involves making the brand visible to the relevant target audience
by various promotional methods such as publicity, sponsorship, events, advertising,
instigating word-of-mouth promotion etc. (Arunkumar & N Meenakshi, 2006)
The buyer means not only one who make the process of buying, but, it involves the
initiator, influencer, payer, decider and user. The buyer conducts the transaction. He visits
stores, makes payments, and effects the delivery. Usually, the buyer is the only player whom
the marketers can see being involved in the decision making process. Merely interviewing
him about the purchase does not serve the purpose of the marketer who wants to explore the
consumer decision making process, as at the time of purchase all other evaluations have
been completed, which he involved several other players as well. The importance of these
players is crucial in deciding the relevant market mixes. . (Arunkumar & N Meenakshi,
2006)

44
Finally, brand awareness favors the certain of associations brought about by the product,
which are in the origin of the creation of brand image.

BUYING BEHAVIOUR
The new millennium will be the most challenging era for the most of the companies
delivering goods and services to the buyers directly through their network. The increasing
competition in the global markets will make the existence of the companies difficult as the
buyers enjoy as the kingpin of their business. The increasing competition in the market for
the goods and the services will provide the best options to the buyers towards the customer
value, satisfaction and the delight chain.
In the developing economies and near monopoly markets the sellers do not pay
adequate attention towards the buyers and make them in a disadvantageous position. On the
contrary in the buyers’ market the customers can choose the goods and services. This
phenomenon can be explained in reference to the Indian market also. Let us take an example
of an Indian car market in the mid-seventies which was largely dominated by the
Ambassador brand of Hindustan Ltd, had Fiat for the class market. During this period the
car market had seller’s dominance and enjoyed near monopolistic condition. The car market
scenario was in transition since mid-eighties after the market invention of Maruti Udyog
Ltd. and has become highly competitive after the introduction of the new economic policy
in early 90’s. Since, we can simply understand that, the current market for cars in India is a
buyers market, which is very competitive in terms of quality, price, services, comforts and
value for the money, which are cannot be calculated at a time, but take a long thinking and
discuss. It is in fact that buyers market where the consumer exercises his franchises to
choose the brand and hence he plays key role in making the brands sustain in the market.
The consumer makes the decision on buying of any product of the company by
problem solving carefully weighing and evaluating perceived use values and product
attributes. This process is commonly known defined as rational decision making while the
emotional responses.
Buying decision concerning products and brands are heavily influenced by the
available and anticipated economic resources. Besides the economic resource of consumers,
the cognitive resource representing the mental capacity of storing and analyzing various
information processing activities also play a vital role not only in decision making process
but also in satisfying received thing.
More over, knowledge plays key role in all level, especially in developing
awareness about a particular product as well as brand. Comprehensive knowledge about the

45
goods and services, image of the company, promotional packages etc. all these things
develop conviction among buyers and add awareness about the brand or product.
(Marketing Management, Rajagopal, Vikas publishinf House Ltd, 2004).

46
3.2 EMPERICAL PERSPECTIVE

Brand awareness
The likelihood that consumers recognize the existence and availability of a company
is their product or service. Creating brand awareness is one of the key steps in promoting a
product.
Investopedia explains Brand awareness is an important way of promoting commodity-
related products. This is because for these products, there are very few factors that
differentiate one product from its competitors. Therefore, the product that maintains the
highest brand awareness compared to its competitors will usually get the most sales.

For example, in the automobile industry, a lot of people go behind the Maruti only because
they are aware of its peculiarities and other variety of factors.. However, consumers are very
aware of the other brands in terms of their images and names. This higher rate of brand
awareness equates to higher sales and also serves as an economic moat that prevents
competitors from gaining more market share

Consumer Buying Behaviour

Possibly the most challenging concept in marketing deals with understanding why
buyers do what they do (or don’t do). But such knowledge is critical for marketers since
having a strong understanding of buyer behaviour will help shed light on what is important
to the customer and also suggest the important influences on customer decision-making.
Using this information, marketers can create marketing programs that they believe will be of
interest to customers.

As you might guess, factors affecting how customers make decisions are extremely
complex. Buyer behaviour is deeply rooted in psychology with dashes of sociology thrown
in just to make things more interesting. Since every person in the world is different, it is
impossible to have simple rules that explain how buying decisions are made. But those who
have spent many years analyzing customer activity have presented us with useful
“guidelines” in how someone decides whether or not to make a purchase.

47
Table No.4.1.Showing the Gender of the study

Sl.N Gender No. of respondents %Of

o respondents
2 Male 46 73%
3 Female 17 27%
Total 63 100%

Chart No. 4.1

INTERPRETATION:
As stated in the study, there were 63 respondents is the sample selected for the study. Out of
them, 46 (73%) were male and 17(23%) were female.

Table No. 4.2 Showing the Age of the respondents

SL No. Category No. of respondents % of respondents

1 18-25 8 12%
2 25-35 35 56%
3 35-45 13 21%
4 45& above 7 11%
Total 63 100%

48
Chart No. 4.2
respondents
No. of

INTERPRETATION:
The above chart concludes that, out of the 63 samples of the study, 8 were (12%) between
the age 18-25, 35were (56%) between 25-35, 13 were (21%) between 35-45, and 7 (11%)
were 45 and above.

Age

Table No. 4.3 .Showing the Occupation

Sl. Occupation No. of respondents %. of respondents

No
1 Business 36 57%
2 Professional 13 21%
3 Student 5 8%
4 Employee 9 14%
Total 63 100

Chart. No. 4.3

Among the 63 samples taken for the study, 36 respondents (57%) were found as business
men, 13 (21%) as professional, 13 (8%) as student and 9(14%) as employee.

49
Table No. 4.4. Showing, How the respondents came to know about Indus Motors?

Sl. No Source No. Respondents %. of Respondents

1 Myself 9 15%.
2 Family 20 32%.
3 Advertisement 12 19%.
4 Friends 11 17%.
5 Others 11 17%.
Total 63 100%.

Chart. No. 4.4

INTERPRETATION:
The chart shows that, out of 63 samples, 15% of them came to know about company by
themselves.32% via family, 19% via advertisement, 17% via friends and 17% through
others.

Table No.4.5 Showing the satisfaction level due to the Style of Mauti Ritz

Sl. Opinion No. of respondents %.of Respondents

No
1 Highly satisfied 25 40%
2 Satisfied 22 35%
3 Can’t say 7 11%
4 Dissatisfied 9 14%
5 Highly Dissatisfied 0 00%
Total 63 100%

Chart. No. 4.5

50
INTERPRETATION:
Above chart shows that, out of 63 samples of the study 40% are of the opinion that they are
highly satisfied with the new owned Maruti Ritz. 35% of them revealed only satisfaction
where 11% can’t rate it. Only 14% opinioned as dissatisfaction, no one found highly
dissatisfied.
Table No. 4.6. Showing the Locality of Indus Motors

Sl. No Opinion No. of respondents %.of Respondents

1 Highly satisfied 41 65%
2 Satisfied 9 14%
3 Can’t say 2 3%
4 Dissatisfied 4 7%
5 Highly Dissatisfied 7 11%
Total 63 100%

Chart No. 4.6

INTERPRETATION:
From above chart we can understand that, out of 63 samples of the study 65% are of the
opinion that they are highly satisfied with the location of Indus Motors Calicut. 14% of
them revealed only satisfaction where 3% can’t rate it. Only 7% opinioned as
dissatisfaction, 11% found highly dissatisfied

Table No. 4.7. Showing the Price of the Car.

Sl. No Opinion No. of respondents %.of

Respondents

51
 1 Very High 7 11%
2 High 19 30%
3 Medium 35 56%
4 Low 2 3%
5 Very Low 0 0%
Total 63 100%

Chart No. 4.7

.

INTERPRETATION:
The above chart shows that out of 63 samples of the study, 11% responded that the price of
car is very high. 30% opinioned as high, where, about half of the samples (56%) responded
as medium. 3% pointed as low and no one replied very low.

Table No. 4.8. Showing Mileage of the Car.

Sl. No Opinion No. of respondents %.of Respondents

1 Excellent 11 18%
2 Good 22 35%
3 Average 21 33%
4 Poor 7 11%
5 Terrible 2 3%
Total 63 100%

Chart No. 4.8

INTERPRETATION:

52
This chart tells us about the opinion of the samples. Out of 63, 18% of them viewed as
excellent, 35% as good, 33% as average, and 11% as poor and as 3% terrible. This denotes
that, majority of them has the opinion that the mileage is good.

Table No. 4.9. Showing the response to the Maintenance Cost is very Low

Sl. No Opinion No. of respondents %.of Respondents

1 Strongly agree 18 29%
2 Agree 21 33%
3 Can’t say 6 9%
4 Somewhat disagree 12 19%
5 Strongly Disagree 6 10%
Total 63 100%

Chart No. 4.9

INTERPRETATION:
This chart shows the samples’ responds about the maintenance cost of the car they owned,
Ritz. Amongst the 63 samples, 29% of them strongly agreed that it’s very low. 33% as
agree, 9% as can’t say, 19% as somewhat disagree and 10% has the opinion that, they are
strongly disagree of the maintenance cost is low.

Table No. 4.10. Showing the Publicity of Car

Sl. No Opinion No. of respondents %.of Respondents

1 Very good 28 44%
2 Good 23 36%
3 Neutral 3 5%
4 Bad 3 5%

53
 5 Poor 6 10%
Total 63 100%

Chart No. 4.10

INTERPRETATION:
This chart is about the responds of samples about publicity. Majority (44%) has the opinion
that the publicity of the car is very good. 36% says as good, 5% as neutral. Only 5% has the
opinion as bad and as poor was marked by only 10%.

Table No. 4.11. Showing, the Car is comfortable than I expect.

Sl. No Opinion No. of respondents %.of Respondents

1 Strongly agree 17 27%
2 Agree 23 37%
3 Can’t say 11 17%
4 Somewhat disagree 8 13%
5 Strongly Disagree 4 6%
Total 63 100%

Chart No. 4.11

INTERPRETATION:

54
This chart contains the data about comforts of the car. 27% has strongly agreed the
assumption. 37% of them agreed, 17% replied as can’t say. 13% showed as somewhat
disagree and 6% disagreed strongly.

Table No. 4.12. Showing the Quality of Car.

Sl. Opinion No. of %.of Respondents

No respondents
1 Very High 24 38%
2 High 27 43%
3 Medium 4 6%
4 Low 8 13%
5 Very Low 0 0%
Total 63 100%

Chart No. 4.12.

INTERPRETATION:
From above chart, we can understand that out or 63 samples, about half (38%) of them have
very high opinion about the quality of car. 43% showed high where only 6% indicated as
medium and 13% as low. There was no opinion as very low.

Table No. 4.13. Showing the Design of the Car.

Sl. No Opinion No. of respondents %.of Respondents

1 Excellent 19 30%
2 Good 29 46%

55
 3 Average 10 16%
4 Poor 4 6%
5 Terrible 1 2%
Total 63 100%

Chart No. 4.13.

INTERPRETATION:
This chart concludes that, out of 63 samples, 30% are with opinion that the car’s design is
excellent, 46% viewed as good, 16% as average. 6% opinioned as poor and only 1% has the
view of terrible.

Table No. 4.14. Showing, Indus contact me to ensure feed back.

Sl. No Opinion No. of respondents %.of

Respondents
1 Strongly agree 35 56%
2 Agree 24 38%
3 Can’t say 0 0%
4 Somewhat disagree 4 6%
5 Strongly Disagree 0 0%
Total 63 100%

Chart No. 4.14.

INTERPRETATION:

56
From above chart, we can understand that 56% of the samples have strongly agreed for this
question.38% only agreed and only 6% has the some what disagree. No one opinioned as
can’t say and strongly disagree

Table No. 4.15. Showing, would u recommend the product?

Sl. No Opinion No. of respondents %.of Respondents

1 Definitely 40 64%
2 Probably 18 28%
3 Maybe 1 2%
4 Probably not 4 6%
5 Definitely not 0 0%
Total 63 100%

Chart No. 4.15.

INTERPRETATION:
The chart tells that, when the samples were asked whether they recommend the product or
not, 64% answered that definitely do, 28% answered probably and 6% replied probably
not.2% has no assurance and no one found as definitely not.

Table No. 4.16. Showing the rate of Service of Indus Motors.

Sl. No Opinion No. of respondents %.of Respondents

1 Excellent 33 53%

57
 2 Good 26 41%
3 Average 4 6%
4 Poor 0 0%
5 Terrible 0 0%
Total 63 100%

Chart No. 4.16

INTERPRETATION:
This chart shows that, out of 63 samples, 53% of them replied as excellent about the service
of the company. 41% indicated as good and 6% as average. There couldn’t fine any one who
has the opinion of poor and terrible

CHI SQUARE TEST

Chi-square is a statistical test commonly used to compare observed data with data we
would expect to obtain according to a specific hypothesis.

Hypothesis:
Null Hypothesis (H0):- Buying behaviour is independent of brand awareness
Alternative Hypothesis Hi):- Buying behaviour is independent of brand awareness

χ² = Σ (O-E/E) ²

Where,

χ2 = the test statistic that asymptotically approaches a χ2 distribution.

Oi = an observed frequency;
Ei = an expected (theoretical) frequency, asserted by the null hypothesis;
n = the number of possible outcomes of each event.

58
Table 4.17: Observed Frequency

Responds High Middle Low Total

High 30 5 0 35
Middle 8 14 0 22
Low 3 3 0 6
Total 41 22 O 63

Table 4.18: Expected Frequency

Respond High Middle Low Total
s
High 22.77 12.22 0 35(34.99)

Middle 14.31 7.68 0 22(21.99)

Low 3.90 2.09 0 6(5.99)

Total 41(40.98) 22(21.99) 0 63

4.19: Chi square table

Oi Ei Oi-Ei ( Oi-Ei) 2 ( Oi-Ei)

2
/E
30 22.77 07.22 52.16 02.29

8 14.31 -06.31 39.81 02.78

3 03.90 00.9 00.81 00.20

5 12.22 -07.22 52.12 04.26

14 07.68 06.32 39.97 05.06

3 02.09 00.91 00.82 00.33

0 0 0 0 00.00

0 0 0 0 00.00

0 0 0 0 00.00

Total 14.92

59
Since expected value are less than five in some of the sells. Researcher has done Yates
correction. Researcher has converted 3×3 table into 2×2 table.

Table 4.20: Observed Frequency

Responds High Middle Total

High 30 5 35
Middle 11 17 28
Total 41 22 63

Table 4.21: Expected Frequency

Respond High Middle Total

s
High 22.77 12.22 35(34.99)

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 Middle 18.22 9.77 28(27.99)

Total 41(40.99) 22(21.99) 63

4.22: Chi square table

Oi Ei Oi-Ei Oi-Ei-.5 ( Oi-Ei-.5) 2 ( Oi-Ei-.5) 2 /E

30 22.77 7.23 06.73 45.92 1.98

11 18.22 7.22 -07.72 59.59 3.27

5 12.22 7.22 07.72 59.59 4.87

17 9.77 7.23 -06.73 45.29 4.63

Total 14.75

Expected Frequency = (Row total * Column total) / Grand total

Degree of freedom = (r– 1) * (c – 1) = (3 – 1)*(3 – 1) = 4

Table value = 9.488

Level of significance = 5 %
Calculated value of chi square = 14.75

Comparing calculated value (14.75) with the table values with degree of freedom as
4 at 5% level of significance, it is found that the calculated value is higher than table value,
which means the calculated value falls in the critical region. So the null hypothesis is
rejected and the alternative hypothesis is accepted. “That means, The Buying behaviour and
Brand awareness is dependent.”

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5.1. SUMMARY

SUMMARY
This part Summaries the main points emerging from the study, as brought out in the
proceeding chapter of this project. As already mentioned this study is the “Influence of
Brand Awareness on Buying Behaviour with special reference to Maruti Ritz ” survey was
conducted at Indus Motors, Calicut.
A sample of 63 respondents have been selected from a total of 450 customers of
Indus Motors , and a questionnaire prepared to collect the information for the study was
distributed to the selected respondents for replies. Wherever needed, the questionnaire has
been used as a schedule.
In all there are five chapters in this project report. The first chapter presents the topic
of the study, its objectives, scope, limitations and research methodology, including
hypothesis. The next two chapters are review of literature and industrial profile. The fourth
chapter, by far the largest, analysis of the data collected through the questionnaire to know
whether buying behaviour is dependent of brand awareness or not. And the last chapter
summaries the findings, suggestions and conclusion.

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5.2 FINDINGS

 Buying behaviour is dependent of brand awareness.

 Variables like price, mileage, style, design has great influenced in customer’s
purchase
 The brand has great position in the minds of customers which had reflected
in their consumption
 Customers got awareness about the brand via friends, media and etc.
 Majority of the customers are highly satisfied with the brand offered by
Maruti
 Out of 63 samples, 53% are of the opinion that, service offered by the
company is excellent and 41% viewed as good (table no. 4.16)
 The most one who purchased this car was business men (57%) (table no. 4.3)
 40% of the samples have high satisfaction in the style of particular
brand(Ritz), (table no. 4.5)
 66% of the samples are highly satisfied with the current locality of Indus
Motors, (table no. 4.6)
 About the price of car, 49% has the opinion that it’s medium. Only 18%
noted as very high, (table no. 4.7)
 18% viewed that mileage of car is excellent, 35% as good and 33% as
average, (table no. 4.8)
 About the maintenance cost, 29% has strong opinion as it is low, where 33%
have a medium, (table no. 4.9)

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  Majority (44%) are of the opinion that my car has very good publicity, (table
no. 4.10)
 27% of the respondents have strong opinion that they got more comfortable
than they expect, 37% of them are not away from their opinion, (table no.
4.11)
 Majority has responded that quality of their car is high, (table no. 4.12)
 46% of the respondents have good opinion about the design of car, amongst,
30% has got the eye as they viewed as excellent, (table no. 4.13)
 64% of them are very happy with company so, they replied that they
definitely recommend the product, (table no. 4.15)

5.3 SUGGESTIONS

➢ Service quality can be increased

➢ Car’s publicity can be developed, which will add awareness

➢ Must focus on customer feedback, which results in customer satisfaction and it lead

to recommend product.

➢ Give sufficient offers to increase sale.

64
5.4 CONCLUSION

As customers, we buy a lot of things every day. We buy, not only after having any
pre assumption about the product but also having nothing. Needs must be fulfilled. People
go any where to get his dreams come true. In such a time, all business leaders are striving
hard to get more customers and spare no effort to get them satisfied.
The era is not like past. Customers are the leaders of the business, not the company.
The customer will decide to make a product success or not. They are the key players. So
that, every companies are running behind these customers offering them large priorities and
convincing them its peculiarities. Buidling brands, quality, image are the short cut to it.
Today majority has a brand oriented life. If any one satisfied with a brand, he will be
continuing with the same. In such a time, every brand had to try best to put awareness about
it. Maruti has great such effects on customers which had help to increase their sales.
Indus Motors is one of the finest dealers of Maruti in India. They have a good scale of sales
every year and they provide a good piece of services to them. This study has impartial
results on its findings so that it can be conclude that brand awareness has a great range of
influence on buying behaviour.

65
BIBLIOGRAPHY

1. Philip kotler, Marketing Management, 2003,Pearson Education Inc, New Delhi

2. Kotler Philip and Amstrong Gary, Principles of Marketing, 2003 , Printice Hall of
India Private Ltd, New Delhi
3. Kothari C.R, Research Methodology, 1998, Wishwaprakashan, New Delhi
4. Kothari C.R, Quantitative Techniques, 1985,Vikas Publishing House Pvt Ltd; 3rd
edition, New Delhi
5. Arunkumar& N.Meenakshi, Marketing Management, 2007
Vikas Publishing House Pvt Ltd, New Delhi
6. Rajagopal, Marketing Management,2004,Vikas publishinf House Ltd, New Delhi

Websites : -http/ www.marutiudyog.com

http/ www.marutisuzukiritz.com
http/www.google.com

66
INFLUENCE OF BRAND AWARENESS ON BUYING BEHAVIOUR
WITH SPECIAL REFERENCE TO MARUT RITZ AT INDUS MOTORS
CALICUT

Dear Sir/Madam

The Questionnaire comprise of questions relevant for understanding ‘the influence of Brand
awareness on buying behaviour at Indus Motors’. I assure you that the data you provided
will be kept confidential and used only for the project work.

UVAIS.M
KSB, CALICUT
PART-A

1. Name:-
2. Sex:- Male Female 

3. Age:- 18-25 25-35 35-45 45&above 

4. Occupation:- Business Professional  Student  Employee
5. How do you came to know about Indus Motors?
Myself  Family Advertisement  Friends Others

67
PART-B

Factors Extremely Somewhat Can’t Somewhat Extremely

Important Important Say Unimportant Unimportant
(5) (4) (3) (2) (1)
Styling

Pricing

Mileage

Maintenance

Brand Image

Performance

Publicity

Quality

Space

Comfortable

Design

6. How did you rate the following, where you decide to purchase a Car?

7. How do you feel the style of Marutiz Ritz car you owned?
Highly satisfied Satisfied Can’t say Dissatisfied Highly dissatisfied
8. I am convenient to the locality of Indus Motors
agree  Agree  Can’t say  Somewhat disagree  Strongly disagree 
9. What’s your opinion about the price of your Car?
Very high  High  Medium  Low Very low 
10. What about your car’s mileage?

Excellent Good  Average  Poor  Terrible

11. My Car’s maintenance cost is comparatively very low

68
 Strongly agree  Agree  Can’t say  Somewhat disagree  Strongly
disagree 

12. What do you feel about the publicity of your car?

Very good Good  Neutral Bad Poor

13. My Car is very comfortable than I expect

Strongly agree  Agree  Can’t say  Somewhat disagree  Strongly

disagree 
14. My Car’s quality is

Very high High Average  Low  Very Low

15. The design of my Car is

Excellent Good  Average  Poor  Terrible

16. The company contact me to ensure the feedback from customers

Strongly agree  Agree  Can’t say  Somewhat disagree  Strongly disagree 

17. Would you recommend the product to others?

Definitely  Probably  Maybe  Probably not Definitely not

18. Overall, how would you rate the service of INDUS MOTORS CALICUT?

Excellent Good  Average  Poor  Terrible

19. Do you have any suggestion to improve the service quality of Indus Motors Ltd?
…………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
THANKIG YOU

69