PROJECT REPORT

AT

PASCO AUTOMOBILES
(GURGAON)

A Project Report submitted in partial fulfillment of the

requirements for the award of the Degree of

MASTER OF BUSINESS ADMINSTRATION

(Industry Integrated)

TO

MADURAI KAMARAJ UNIVERSITY, MADURAI

BY
UMESH SAROHA
Reg. No: A7752024

Under the guidance of

ALGOL SCHOOL OF MANAGEMENT TECHNOLOGY

NEAR HERO HONDA CHOWK, GURGOAN

DEC 2008
 Certificate

This is to certify that the project report at

PASCO AUTOMOBILES
(GURGAON )

Submitted in partial fulfillment of the

requirements for the award of the Degree of

MASTER OF BUSINESS ADMINSTRATION

(Industry Integrated)

TO

MADURAI KAMARAJ UNIVERSITY, MADURAI

Is a record of bonafide Training carried out by

UMESH SAROHA

Under my supervision and guidance and that no part of this report has been
submitted for the award of any other Degree/diploma/ fellowship or similar titles or
prizes.

FACULTY GUIDE

Signature:
Name:Mr.Ashweni

Signature and seal of the learning Centre

 STUDENT’S DECLRATION

I here by declare that the Project report conducted at

PASCO AUTOMOBILES

Under the guidance of

Mr. SURESH KUMAR

Submitted in partial fulfillment of the

requirements for the award of the Degree of

MASTER OF BUSINESS ADMINSTRATION

(Industry Integrated)

TO

MADURAI KAMARAJ UNIVERSITY, MADURAI

Is my original work and the same has not been submitted for the award of any other
Degree/diploma/fellowship or other similar titles or prizes

Place: UMESHSAROHA

Date: Reg .No A7752024

 CERTIFICATE OF THE ORGANISATION

To
The Training Officer,
National Institute of Applied Management.
Gurgoan/New Delhi

This is to certify that Mr. UMESHSAROHA of MBA (Industry Integrated) course of

Madurai Kamaraj University at Algol school of management technology learning
centre has undergone management training at our Organization from March 2008 to
May 2008.His performance during the training period was EXCELLENT

Authorized Signato
ACKNOWLEDGEMENT

On the completion of the Project report, I have to thanks God First. God is
supreme and it is education, his divine blessing, the unquenchable thirst for which
does even the most seemingly impossible deeds.

Group efforts make the load felt lighter. No task is possible without assistance
of some guidance. So was this project for the completion of M.B.A. Programme. I
wish to express my Appreciate to all those with whom I worked and whose thoughts
and inspection contributed towards the completion of this project.

On this auspicious moment of submission of the project it is indeed a great

privilege to express my deep regards, profound sense of gratitude and sincere thanks
to revered guide MR. Suresh Kumar Gurgaon for his precious guidance, keen interest
and constant cooperation, thus enabling us to undertake and accomplish this study. I
would also like to thank him for his kind attitude towards me and also for having
spared his precious time in spite of his busy and tight schedule.

I am also thankful to my all & faculty members of ALGOL SCHOOL OF

TECNOLOGY who gave me knowledge & valuable suggestions regarding the project
report.
I know that in the process I might have missed a few names to
whom it will be under enable if I don't thank So I would like to express my sincere
thanks and gratitude to all those who helped me in presenting this dissertation.

At last, but not least, I would like to thank my family and my friends who had
been a pillar of support to me and without their encouragement I would not have
completed this knowledgeable report.

A report of this nature is the product of the ideas and experience of several
persons accumulated over the years besides me. Though I am unable to mention all
of them individually, my depth of gratitude to them is less. However, I alone take
responsibility for any shortcomings

(UMESHSARO
HA)
INTRODUCTION

General introduction

With the invention of the wheel in 4000 BC, man’s journey on the road of
mechanized trans port had begun. Since then he continually sought to devise
an automated, labor saving machine to replace the horse.
In the early 1760’s after several attempts, French Captain, Nicholas J. Cugnot
built the first steam driven tractor. In 1885, Karl Benz & G. Damlier produced the
first vehicle powered by internal combustion engine. Then the petrol engine was
introduced.
Not very long ago, the only cars that were available in India were the Ambassador
and the Premier Padmini. The Ambassador is a replica of the Morris Oxford – an old
British car, while the Premier Padmini was a Fiat 1100 assembled in India. All that
was in pre-liberalization India, which existed before 1991, when the first liberalization
measures were announced. Earlier, the production of the Maruti Suzuki 800
hatchback car in 1983 – a joint venture between Government of India and Suzuki
Motors of Japan, paved the way for a renaissance in the Indian automobile sector.
Post liberalization, India is on every car manufacturer’s map. The reasons are not
hard to notice. Currently, India is the second largest two-wheeler market and the
fourth largest commercial vehicle market in the world. Not only it is the eleventh
largest passenger car market globally, but it is also expected to be the seventh largest
by 2016.
Post liberalization, many foreign manufacturers have lined up and have setup
base in India. Other domestic manufacturers have also improved production levels
and are in the race for producing better models as well.
Some of the car manufacturers who have set up base in India are Audi, BMW,
Chevrolet Fiat, Ford, Honda, Hyundai, Mahindra, Maruti, Mercedes, Mitsubishi,
Skoda, Suzuki, Tata, Toyota, Volkswagen, and Volvo. India’s economic growth is
booming currently. These manufacturers have set up manufacturing facilities in India,
or are importing cars and spares to meet the demands of this growing market.
For example, companies like Ford are planning to make India a regional hub for
exports of both small cars as well as engines. According to Mr. Michael Bonham,
President Designate for Ford India, the company plans to export the small car and the
engine for markets abroad. He indicated that one of the markets would be chiefly Ford
Asia Pacific Region while other markets are under consideration presently.

There are many reasons for the impressive growth of the Indian car industry. Some of
these are comparatively easy availability of vehicle finance, attractive rates of interest,
and convenient installments.
Competition has forced manufacturers to be innovative and responsive to customer
demands and needs. Now that India is not alien to quality and perfection, customer
expectations have soared to higher levels. Depending upon customers needs, four
segments - small, midsize, premium and sports utility vehicles currently represent the
car market in the country.
A niche concept cars segment is also emerging wherein reputed re-modelers like DC
Chhabria cater to individuals who wish to remodel their vehicles to create concept
cars for their use. Contrarily, a segment is also emerging comprising of people who
wish to upgrade to cars from two wheelers. Tata already is in the process of launching
the small car Nano to suit this segment’s needs. Many other car manufacturers such
as Bajaj Auto are also following suit and are in the process of coming up with their
specific versions to cater to this segment.
Currently, there is high demand for cars across all these segments. With the growing
economy, people left with a lot of disposable income spend it towards meeting their
mobility needs such as cars. Banks and other financial institutions have an
assortment of vehicle loan schemes with attractive rates of interest and convenient
installments.

These schemes encourage people to go in for loans to purchase cars of their choice.
Additionally, a convenient union budget in the current financial year (2008-09) has
worked in favors of the automobile sector, which has seen an uptrend in sales across
various segments.
The latest trend of new cars on Indian road has led to the emergence of an entirely
new market in second hand cars too. Many entrepreneurial and professional
dealerships have sprung up in many cities in India dealing in second handcars

The growth of the second hand market is not surprising. The new car market has
grown at an incredible pace in India. As mentioned, loans are easily available in the
country for purchase of new cars. Moreover, many people are now upwardly mobile.
Therefore, people who were earlier part of the small car segment now

have moved over to the premium car segment, and those in this segment have
moved over to the luxury car segment.
Therefore, the trend is to get rid of the cars that defined them as part of the earlier
segments and buy cars that identify them with the newer segments. Apparently, the
desire for newer cars and models is yet another reason. People get attracted by
newer models, which prompt them to acquire them. This makes them sell their current
cars for reasonable resale values.
This phenomenon benefits those who want to buy cars, but are not able to afford new
ones. Many companies like Maruti Suzuki (Maruti True Value) have also established
resale showrooms where people can purchase genuine, good condition, second hand
cars at reasonable prices.
 Objectives Of study

1. To study the feedback of consumers towards maruti motors.

2. To study the factors which played the important role at the time of purchase.

3. To study post purchase behavior of consumers.

4. To study the impact of age group, income while purchasing the car.
INDUSTRY PROFILE

a)Origin and development of the industry

The first motor car on the Indian street was seen in 1898. Mumbai had its 1 st
taxicabs in the early 1900. Then for the next fifty years, car was imported to
satisfy domestic demand. In 1946, Premier Automobile Ltd. (PAL) manufactured
the 1st car in country. HM started as a manufacturer of auto components & then
started manufacturing cars in 1949.
In 1952, Govt. Of India set up a tariff commission to devise regulation to
develop an indigenous automobile industry in the country. After the commission
submitted its recommendation, the GOI asked assembly plants which did not
have plans to setup manufacturing facilities, to shut down operations. As a
result General Motors, Ford & other assembler closed operations in the country.
Up to the early 1982 proved to be the ‘dark age’ for the consumer, as his
choice throughout this period was limited to two models i.e. Ambassador &
Padmini. It was only in 1985, after the entry of Maruti Udyog, that the
carmakers were given a free hand to fix the prices of the car.

The GOI entered the car business, with a 74% stake in Maruti Udyog Ltd., the
joint venture with Suzuki Motors Ltd. Of Japan. MUL introduced Maruti 800 in
1983 providing a complete facelift to the Indian car industry. The car was
launched as a “People’s Car”.
The de-licensing of auto industry of auto industry in 1983 opened the gates to
a virtual flood of international automakers into country. Many companies have
entered the car-manufacturing sector, to tap middle and premium segment of
car industry.
b)Growth and present status of the industry

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.

The constant changes in the existing car models with regard to design, innovation,
technology, and colors, have led to a fiercely competitive market. Now that technology
and innovation are not alien concepts for Indian car makers, Indian cars are becoming
increasingly sleek, stylish, and luxurious.

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. The recent launches in the small car market
in India are:

Following India's growing openness, the arrival of new and existing models, easy
availability of finance at relatively low rate of interest and price discounts offered by
the dealers and manufacturers all have stirred the demand for vehicles and a strong
growth of the Indian automobile industry.

The data obtained from ministry of commerce and industry, shows high growth
obtained since 2001- 02 in automobile production continuing in the first three quarters
of the 2004-05. Annual growth was 16.0 per cent in April-December, 2004; the growth
rate in 2003-04 was 15.1 per cent The automobile industry grew at a compound
annual growth rate (CAGR) of 22 per cent between 1992 and 1997.
With investment exceeding Rs. 50,000 crore, the turnover of the automobile industry
exceeded Rs. 59,518 crore in 2002-03. Including turnover of the auto-component
sector, the automotive industry's turnover, which was above Rs. 84,000 crore in 2002-
03, is estimated to have exceeded Rs.1,00,000 crore ( USD 22. 74 billion) in 2003-04.
Government has liberalized the norms for foreign investment and import of technology
and that appears to have benefited the automobile sector. The production of total
vehicles increased from 4.2 million in 1998- 99 to 7.3 million in 2003-04. It is likely that
the production of such vehicles will exceed 10 million in the next couple of years.
Comparison of organisation (India)

Company Description Product

Ashok Leyland is a commercial

vehicle manufacturing company
based in Chennai, India. In 1948,
Ashok Motors was set up in what
was then Madras, for the
assembly of Austin Cars. The
Company's name changed soon 18 seater to 82 seater double-
with equity participation by British decker buses, 7.5 tonne to 49
Ashok Leyland and Ashok Leyland tonne in haulage vehicles, special
Leyland commenced manufacture of application vehicles, and diesel
commercial vehicles in 1955. engines for industrial, marine and
Ashok Leyland has six genset applications.
manufacturing plants: a plant at
Ennore near Chennai, two plants
at Hosur (called Hosur I and Hosur
II, along with a press shop), and
the assembly plants at Alwar and
Bhandara.

Gas-cylinder carrier, copied from 3-

Force Motors, formerly Bajaj
Tempo, is a Pune-based
Force Motors
manufacturer of a number of
commercial vehicles
wheel Vidal & Sohn Tempo-Werke
(German) Hanseat; Matador, a
version of Hanomag van and light-
truck (1.5 tonne payload); Tempo-
traveller, Indian version of Daimler-
Benz T-1 transporter; Man-Force
Trucks, licensed version of MAN
AG trucks; and UV's copied from
Daimler-Benz.

Hindustan Hindustan Motors is one of the Trekker (discontinued),

Motors oldest Indian car manufacturers in Landmaster (discontinued),
India. It is perhaps best known for Contessa (discontinued)—5th
 the Ambassador which has
remained virtually unchanged for
about 30 years. It is still very
popular as a taxi and is widely
used by Indian politicians.
generation Vauxhall Victor, and the
Ambassador—a version of the
1950s Morris Oxford.

The automotive section of

Mahindra started off when a first
Armada (discontinued), Voyager
batch of seventy five Utility
Mahindra & (discontinued), Bolero.
Vehicles (UVs) was imported in
Mahindra Commander, CL, MaXX, Scorpio,
CKD condition from Willys in 1947.
Limited and Mahindra and Mahindra
It presently manufactures Jeeps
Classic.
along with agricultural equipment
and light trucks.

Maruti Udyog was formed as a

partnership between the
Government of India and Suzuki of
Japan. It brought India its first
"affordable" car, the Maruti 800. It
is the biggest car manufacturer in
India and especially dominant in
the small car sector. Then it
brought out the Maruti 1000, made
by Maruti Udyog was the first ever
800, Omni, Alto, Gypsy, Swift,
Maruti contemporary sedan-type car
SX4, WagonR, Versa, Zen Estilo,
Udyog launched in India. The car (which
Grand Vitara, and Swift Dzire.
Suzuki sold in other countries as
the Cultus/Swift/Geo Metro with a
1.3 L or 1.6 L engine) was
introduced in October, 1990. Sold
at Rs. 3.81 lakh, it was back then
the costliest car released in the
Indian market. Then the company
replaced it with Esteem and from
that days on a line of Suzuki cars
rolled out in the Indian market.

Premier Walchand Hirachand started Padmini (discontinued), 118 NE

Automobiles Premier Automobiles Ltd. (PAL) in (discontinued), and Premier
1942. They assembled De Soto
 and Plymouth cars in 1946 in
association with Chrysler from the
United States. They also
Sigma.
manufactured the Premier Padmini
which was a version of the Fiat
1100.

REVA Electric Car Co. is the

producer of the Reva (G-Wiz), an
electric car intended for use as a
City car. More REVAs have been
REVA produced than any other currently REVA (G-Wiz).
selling electric car and sales are
increasing. It is currently the
world's leading electric car
manufacturing company.

Tata Motors, formerly known as

TELCO, is the largest automobile
manufacturer in India and
commands more than 70% of the
commercial vehicle market in India
and has also increased its share of
passenger vehicle market. It was
Indica, Indigo, Indigo Marina,
Tata Motors responsible for developing India's
Safari, Sumo, TL, and Tata Nano.
first indigenous vehicle, the Indica.
It has proved to be a success in
the market after initial quality
problems. The company also
exports the car to many countries.
Tata owns major stake in Jaguar
and Range Rover.

In addition to Bangalore-based Reva, which currently is the only company actually

selling EVs today, electric cars made in India includes:
 Multi-national companies in India

Company Description Product

In January 2008, Audi started

production with the Audi A4 and A6
Audi A4, A6, A8,R8, Q7, and TT.
at its factory in Aurangabad in the
state of Maharashtra.

BMW is a manufacturer of sport

sedans. BMW enjoys good brand
recognition in India. It has set up a
plant in Chennai, Tamil Nadu, to
3 Series, 5 Series, 6 Series, 7
BMW manufacture cars locally
Series, X3, and X5.
exclusively for the local market with
no plans for export. It set up the
plant to circumvent high import
duties.

Fiat The Fiat Uno was one of the first Uno (discontinued), Palio, Palio Stile,
products to be introduced. The Fiat Siena (discontinued), Siena
Palio was later introduced and was Weekend (discontinued), Petra
initially a success with its style and (discontinued), Adventure, Fiat
ride comfort coupled with solid Bravo—sold in collaboration with
build but has slowly lost its sheen Tata Motors, Fiat 500—sold in
due to low fuel efficiency. Other collaboration with Tata Motors, and
models were introduced such as Fiat Linea—sold in collaboration with
the Palio Weekend and Siena. Fiat Tata Motors.
tried re-branding of the Fiat Siena
to Fiat Petra without much
success. It roped in Sachin
Tendulkar as one of its brand
ambassadors. Even Michael
Schumacher appeared in an ad for
the Palio. It has entered now into
an alliance with Tata Motors to
jointly manufacture cars at its plant
 in Ranjangaon, near Pune. The
facility will enable the two
companies to make about 200,000
cars per annum, and also house
an engine manufacturing unit with
a capacity of 250,000 units per
annum. The alliance will also see
Tata Motors use Fiat's diesel
technology—the 1.3 litre multijet
diesel engine—for its own vehicles.
The two companies also have a
distribution and service
partnership.

Ford entered India in collaboration

Escort (discontinued), Ikon, Mondeo
Ford with Mahindra & Mahindra in 1995
(discontinued), Endeavour, Fusion,
Motors with a plant in Tamil Nadu. The first
and Fiesta.
model was the Escort.

Chevrolet has been a recognized

brand in India for several decades.
The model lineup consists of
vehicles from cheaper sister
brands like Daewoo. General
Motors initially entered India with Tavera—rebadged Isuzu Panther,
the Opel brand, but the Opel brand Forester (discontinued)—rebadged
was dropped in March 2006 First Generation Subaru Forester,
because sales were at an all time Aveo—second Generation Daewoo
low due to high prices and General Kalos sedan, Aveo UV-A—first
General
Motors wanted to focus more on Generation Daewoo Kalos
Motors
their Chevrolet brand. Since the hatchback, Optra—rebadged
Chevrolet brand was introduced in Daewoo Lacetti, SRV—rebadged
India, there have been no new Daewoo Lacetti, Spark—formerly
Opel products. GM's Indian Daewoo Matiz in India, and Captiva
operations were originally a JV —recent launch in India.
between Hindustan Motors and
GM, with most of GM's vehicles
assembled at Hindustan's plant in
Halol, Gujarat. Since then, GM
India is now wholly owned by GM.
 Honda Siel Cars entered India in
1995. It sells 4 cars in India—the
City, Civic, Accord, and CR-V. The
manufacturing plant of Honda Siel
is located in Greater Noida. The
Honda Accord, City, Civic, and CR-V.
model of Accord sold in India is the
2003 model. The most inexpensive
car from Honda—The City. The
most expensive—The Honda
Accord V6.

Santro—second generation Hyundai

Atos, Accent—second generation
Hyundai Accent sedan, Sonata—
When Hyundai entered India, the sold as the Sonata Embera, Verna—
brand was virtually unknown in the third generation Hyundai Accent
Hyundai Indian market. But now Hyundai sedan, Getz—sold as the Getz
has good market because of it's Prime, Elantra—3rd generation
models like SANTRO, Accent etc.. Hyundai Elantra sedan, Terracan
(discontinued), Tucson, and i10—
brand new small car, global launch in
India in 2007.

Renault- Logan (in partnership with Mahindra

-
Nissan and Mahindra).

Mercedes-Benz has had to cater to

the ever gowning luxury segment
in India, especially after the arrival
of the other luxury German
manufacturers. Now, Mercedes- C-Class, E-Class, S-Class, ML-
Mercedes- Benz cars are launched in India Class, SL-Class, CL-Class, SLK-
Benz soon after the worldwide launch Class, CLK-Class, GL-Class, and
and homologation as opposed to CLS-Class.
earlier, when Mercedes-Benz had
monopolized the niche Indian
market. In 2007 they launched the
SLK-Class and CLS-Class.
 Lancer - Sixth Generation Mitsubishi
Lancer, Cedia—seventh generation
Mitsubishi Mitsubishi Lancer, Pajero—second
-
Motors generation Mitsubishi Pajero,
Montero—third generation Mitsubishi
Pajero.

Škoda Auto is an important car

manufacturer of India. It recently
launched the Laura, the Octavia
Škoda Octavia, Superb, Laura, and Fabia.
still continues to exist. Škoda also
offers the Superb in India but it's
not too popular.

Toyota Kirloskar sells 4 car models

in India. It stopped producing the
Qualis (discontinued)—3rd
Toyota Qualis to make way for the
generation Toyota Kijang, Camry—
Toyota Innova, which was
7th generation Toyota Camry (the
launched in India in 2005. The
latest generation Camry), Corolla—
Toyota most expensive car from Toyota is
9th generation Toyota Corolla,
the Land Cruiser Prado. Toyota
Innova, and Land Cruiser Prado VX
Kirloskar Motors Ltd. is a joint
—latest generation Toyota Land
venture between Toyota Motor
Cruiser (PRADO).
Corporation and the Kirloskar
Group.

The Automotive Industry in India is one of the largest industries and a key sector of
the economy.

The Indian automotive industry started from 1991with the government’s de-licensing
of the sector and subsequent opening up for 100 per cent FDI through automatic
route. Since then many large global companies have set up their facilities in India
taking the production of vehicle from 2 million in 1991 to 9.7 million in 2006.

At present, India is the world's

• Largest tractor and three-wheel vehicle producer.

 • Second largest two-wheel vehicle producer.
• Fourth largest commercial vehicle producer.

Eleventh largest passenger car producer

c) Future of the INDUSTRY

The Indian car industry is significantly fragmented with a large number of players
having a turnover of less than US$10 million per year. The industry directly employs
about 2,50,000 people and has an annual turnover over US$ 56.3 billion.
Nearly two-thirds of the auto Car production is consumed directly by Original
Equipment Manufacturers (OEMs). The GOI entered the car business, with a 74%
stake in Maruti Udyog Ltd., the joint venture with Suzuki Motors Ltd. Of Japan. MUL
introduced Maruti 800 in 1983 providing a complete facelift to the Indian car industry.
The car was launched as a “People’s Car” .
The de-licensing of auto industry of auto industry in 1983 opened the gates to a virtual
flood of international automakers into country. Many companies have entered the car-
manufacturing sector, to tap middle and premium segment of car industry.
Since inception, we have produced and sold over 7.5 million vehicles, including
almost 500,000 units in Europe and other export markets.

We have been rated first in customer satisfaction for eight years in a row in J D
Power's Surveys, and are India's Most Respected Automobile Company (As per
survey conducted by Business world, a reputed Indian Magazine)
Also, in an independent survey conducted by Forbes.Com where they rated top 200
reputed companies on various parameters such as reputation within the customer
and employee fraternity, we stood 91st. In the automobile section we finished 7th.
Advantage of bullish Indian car market.

• Fast paced urbanization to rise from 28% to 40% by 2020.

• Upward migration of household income levels.
• Middle class expanding by 30-40 million every year.
• Growing working population.

Future project of different car manufacturers

• Mahindra & Mahindra: Four-seat model by 2010.[7]

• Tata: 2008-2009 (Also possibly an air car).[8]
• Ajanta Group: clockmaker with plans for low-cost EV.[9]
PROFILE OF THE ORGANISATION

Origin of the organization

PASCO Group is one of the largest and most reputed business group in North India.
The Group's principal activities are Sales and Service of Automobiles both Passenger
cars and Commercial vehicles with 3S facilities. The group has now diversified its
operations and profile of business by entering into Real Estate through a joint
ventures with EMAAR MGF & Logix Techno Park.

PASCO became operational in 1984 with the sole motive of providing its customers
with high standards of Sales & Support Services in the Automobile Industry. The
group is owned by Mr. Sanjay Passi. The PASCO group comprises three companies -
Pasco Automobiles, Pasco Motors and Pasco Real Estate.

The Pasco group is operating passenger car business for Maruti Suzuki in Gurgaon
(Haryana) and Commercial Vehicles business for Tata Motors from Chandigarh,
Ropar (Punjab) and Yamunanagar (Haryana). We are also setting up State of the Art
IT SEZ at Gurgaon and Noida.

Major Strengths of Pasco Group Pasco Group is operating passenger cars dealership
of Maruti Suzuki India Ltd. in Gurgaon under the brand name Pasco Automobiles. it is
the best selling dealership in North India in Sales, Service and Spares, having its own
world class showroom and state

Pasco Group is heading the dealership of Maruti Suzuki India Ltd. in Gurgaon under
the name & style of Pasco Automobiles. It is the largest selling dealer in North India in
Sales, Service and Spares having its own world class showroom and state of the art
workshop and body shop under one roof located at 6, Palam Gurgaon Road,
Gurgaon (Haryana).

Pasco Automobiles is an ISO 9001-2000 ISO Dealership fully complying with Quality
Standards in Sales & Services.
Quality Policy of PASCO - Customer Satisfaction through Quality and Services
achieved by consistent adherence to systems, procedures and their improvement.
New Cars: We have a state of art Showroom in the heart of Cyber City Gurgoan. The
showroom is fully Air-conditioned & Wi-Fi enabled with Spacious Customer Lounges.
All ranges of Maruti Car Models are available at competitive prices.

True Value Showroom: Best pre-owned Maruti Cars available at reasonable prices.
Free Services & Warranty as per Maruti Policy.

Finance: Tailor made Finance Schemes from all leading Banks are available. Hassle
Free Transactions. Transparent Deals.
Insurance: Virtual Cash less Repairs. Renewal and New Car Insurance through
Maruti Insurance with National Insurance & ICICI Lombard.

Accessories: A wide and exciting range of Maruti Genuine Accessories are available
under one roof, i.e. at our showroom at attractive prices.

Workshop: We take pride to service 3500 Cars per month, which is the highest load of
vehicles in a single Workshop in Northern India. An air-conditioned beautiful Wi-fi
enabled customer lounge with a Plasma TV ensures our Customer's total comfort
while their cars are being serviced. Pick and drop facility is another unique feature of
our Workshop.

Body Shop (Accident Repair Shop): We have state of the art equipment in our Body
Shop such as Car O Liner, 4 Paint Booths, Spot Welding & Mig Welding machines
etc. We provide Air-Conditioned Replacement vehicle having Music System facility to
our needy Body shop customers

Growth and development of the organization

One Of the oldest Tata Motors Dealership, dedicated and committed to customer
service since 1995. Providing Tata Commercial Vehicles With 3S Facilities for Union
Territory Of Chandigarh. Full range of Tata Commercial Vehicles like M&HCV-LCV-
ICV Trucks and Buses, is available with an efficient and professional after sales
support facility.
WORKSHOP: We have one of the Best state of the art Workshop fully equipped with
modern tools and equipments having 12 bays with service Load of 600 Vehicles Per
Month. We also undertake repairing of Accidental Vehicles. The Workshop has a
comfortable Customer Lounge equipped with TV. Complimentary Lunch & Tea
Facility is available for our esteemed Customers. Night stay facility with free meals is
also provided.

Pasco Motors – Ropar

Since 2005, Pasco Motors at Ropar has been providing 3S Facilities for Customers of
Tata Commercial Vehicles for the state of Punjab on Chandigarh-Ropar National
Highway. In the short span of 3 Years, Pasco Motors have earned enviable reputation
purely due to our customer-oriented approach and top quality services in Sales &
Service. Full range of Tata Commercial Vehicles like M&HCV-LCV-ICV Trucks and
Buses, is available.
Workshop: A state of the art Workshop with 16 bays situated at NH-21, is fitted with all
modern equipment and having a service load of 500 Vehicles per month. Repair of
Accidental Vehicles is also undertaken. An air-conditioned Customer Lounge With
Plasma TV, complimentary Lunch & Tea Facility ensures our customer's total comfort.
Night Stay facility for customers with free meals is an additional special feature.

Pasco Motors – Yamunanagar

In 2008, Tata Motors awarded the dealership to Pasco Motors at Yamunanagar for
the state of Haryana. We are already operational at Yamunanagar and have started
providing Sales, Service And Spares for Tata Commercial Vehicles like M&HCV-LCV-
ICV Trucks and Buses.

Workshop: A state of the art workshop having 10 bays situated at NH-73, is fitted with
latest equipments and is having a service load of 500 vehicles per month. We also
undertake repairing of Accidental Vehicles. The workshop has an Air-Conditioned
Customer Lounge with Plasma TV and Complimentary Lunch & Tea Facility for
customer. Night Stay Facility for Customers with Free Meals is available.

• Beautifully landscape

• pad stilted ground floor with water bodies and informal seating functioning as
spill out for the office.

• High end finishes in lobbies and reception area.

• Most convenient location in Gurgaon, 10 KMs from IGI Airport, 500 meters
from upcoming Metro Station.

Surrounded by prime commercial space. International & National Airport, 5 star hotel,
Fortis Medicity are in the close vicinity.

Present status of organization

PASCO for more than 22years has provided a vital link between MARUTI SUZUKI
INDIA LTD and compact car enthusiast of the country it is committed to provide the
customers world class after sales service and MARUTI product with advanced
technology and better quality at a low price

Pasco emerged with a rand Maruti authorized showroom at Chandigarh in 1983 and
another beautyful showroom at Gurgaon in1989 the latest feather in its cap , is the
wonderfully built and most spectacular dealership in Delhi which has created waves
in the Indian automobiles industry another world class TATA motors showroom of
commercial vehicles is coming up at ROPAR Punjab that would be operationally
shortly
Under the dynamic leadership of its 38 yrs old President & CEO Sanjay Passi
PASCO seeks top pursuit excellence he is the youngest recipient of the Aaykar
Ratna in business , for the highest tax payer in the country for 1998-99

Pasco is not just limited to the automotive sector but has now diversified into it parks
hotels real estate Development and malls Pasco has a mall coming up in chandigarh
and Bollywood ‘s top actor Shah Rukh Khan has been associated

PSACO HAS STARTED BY MR B.L PASSI in 1967 with a telco dealership in

chandigarh and a turn over of rs 1 crore today Pasco automobiles with a turn over of
rs 360 crore is one of the most profitable dealer ship in the country J.D power has
rated Pasco top in customer satisfaction year after year Pasco automobiles is
confident that with the relentless support and encouragement of its customer it will
reach greater heights of services excellence and succeed in continuously providing
customer delight by meeting required needs and aspirations

Future plans of organisation

The Pasco Group has recently ventured into Real Estate Business under the name &
style of Pasco Real Estate. We have entered into joint venture with EMAAR MGF to
setup an IT SEZ at Gurgaon to develop 38 acres of land. The total retailable area
would be 55 lacs Sq. Feet. We have also started developing another IT SEZ at Noida
as a joint venture with Logix Techno Park. The total retailable area would be 8 lacs
Sq. Feet.

Salient Features of IT SEZ at Gurgaon are :-

Earth-quake resistant Building.

• 100% Power Backup.

• Centrally Air-conditioned (AC Trane-USA)

 • High performance facade with shading to reduce heat gain and cut down air-
conditioning costs.

• Roof top Cafeteria

• Ample Car Parking

Functional department of organization

Administration

Major tasks of administrative department:

1 Prepare 5-year plan for the Company in time with the general objectives and

policies of the company and following up their execution on approval.

2 Preparing the Annual Budget Project for the company and forward it to the

Permanent Documents Committee for approval.

3 Suggesting Statute, policies, rules and regulations governing and organizing

work in the various sub departments of the company and following up.

4 Administrative and technical supervision of the administrative and technical

sections related to it.

5 Coordination among the centre units and following up of each unit.

Human resource

The Human Resources Department currently operates with a million of budget, and

works under the guidelines of administration department. The Department provides a

wide range of Human Resources services including: recruitment and examination,

classification and compensation, employee/labor relations, County training, employee

benefits, safety, and risk management functions.

Finance

As a support function, the Finance Department works in partnership with other

organizational departments and collect premium amounts develop budgets,

implement control measures, and establish policies and procedures aimed at

accurately accounting for, safeguarding, and maximizing the value of the Companies

assets.

Sales And marketing

The main task of sales and marketing department Is to increase the sales of cars and

That’s why maruti Suzuki adopted the strategy of direct marketing channel (DMC).

Due to the direct marketing channel maruti Suzuki become No.1 private sector

company
 Organization structure and organization chart

(MANAGING DIRECTOR)

(Chief Executive officer)

G.M (Finance) G.M (Marketing) G.M (HR)

(sales manager)

(marketing Manager)
 (sales consultant )

Product and services of the organization

We offer 11 models ranging from people's car Maruti 800 to stylish hatchback Swift,
DZire, SX4 sedan and luxury Sports Utility vehicle Grand Vitara

MARUTI 800 - THE JOURNEY

• MARUTI -800 has launched in 1983.

• This was the car which Revolution the Indian car market by introducing the
concept of high quality, low cost , fuel efficient cars

• More improved M-800 was launched in 1999 with MPFI with 5 speed gear box
• Upgraded in 2001 with the new suspension and radial TYRES as a standard
equipment 2003 –new ac e-ii which expanded the market

• 2005 – new model of MARUTI -800 was launched with dashing bumper and lights

Zen Estilo

• jan 2006, The Premium Hatch back was Launched.

• Suzuki surround protection (safety)

• Six on Board Computers

• Dynamic European Styling]

Alto let’s go

• The alto was launched in India in September 2000

• It is introduced in Europe in the 2002 Geneva car show

 • received rave reviews in leading automobile magazines and websites
in Neitherland, Greece, Germany, and Swizerland

• it is the India largest selling car in it class.

WAGON R - THE JOURNEY

• WAGON R is 1st launched in Japan in 1993

• original tall boy design imitated Through tout Japan and other
countries , E,g SANTRO from HYUNDAI

• The upgraded version was launched in 1998

• Wagon r has been japans best selling model for the last 4 years ahead
of models like Toyota corolla, Honda life Daihatsu move and Toyota YARIS

• More than 1,00000 Wagon R VECHILES sold since launch

• It is the best premium car in it segment in the initial quality study -2003
SWIFT

• May 2005, Swift The Premium Hatch back was Launched.

• Suzuki surround protection (safety)

• Six on Board Computers

• Dynamic European Styling]

• Rally Based suspension system

SWIFT D ZIRE

• 2008, Swif d zire The Premium Hatch back was Launched.

• Suzuki surround protection (safety)

• Six on Board Computers

GRAND VITARA

• Launched on May 2007

• It is Fuel efficient car

• M series engine

• Dynamic exterior Style

ASTAR’

• Launched on nov2008

• It was first Luxurious car

• It is Fuel efficient car

SX4

• Launched on May 2007

• It is Fuel efficient car
 • M series eng

Market profile of the organization

MARUTI HAS COVER THE MAJOR PART OF MARKET 60% CARS ARE TO BE
SOLD BY MARUTI EVERY YEAR MARUTI HAS TO FACE COMPETION ALSO
THEIR COMPETOTORS ARE

Major competitors

70%
58%
60%
50%
40%
30%
18%
20% 15%
10% 6%
3%
0%
HMIL GM Tata Fiat Others
Motors

Findings

1) 58% of respondents thinks that HYUNDAI is the major competitor

Alto, Wagon R, v/s Zen Santro Xing, Getz

DZIRE v/s Accent.

2) 3% of respondents thinks that GM is giving competition to MUL.

SWIFT DZIRE,SX4 v/s Optra, VERNA

SWIFT, ZEN, Getz v/s Opel Sail

GRAND VITARA v/s FORESSTER

3) 18% of respondents thinks that Tata motors is also a competitor of

MUL
because Tata has diesel engine Indica & Indigo

SWIFT (DISEL) v/s Accent CRDi

 Zen estilo, swift(PETROL v/s Santro & Gets

Discussion on traning

The main purpose of this study is to know about the customers reaction.their actual
requirement and how to attract them..apart from this this study also shows that the
real demand and supply relation among the consumers . Develop a system for
organizing their calling time and efforts — In order to increase the time they could
spend in front of customers give them a system. If you watch your folks work, or even
better, if you do the work for a couple of days, you will discover that there are many
inefficiencies that can be cleaned up. I was making some calls for a client last year
and discovered quite by accident a couple of little tricks in my work flow that nearly
doubled my calling numbers
These are only a few of the things you can do. If you look for and focus on how to
make your people more effective and efficient, you will find ways to enable them

Student work profile

Role and responsibility
The main focus of my work profile is to solve out the various problem of the
consumer. after the sales of a particular product of the maruti I have to see that they
are fully satisfied with our post sales services.

Handle the team

… 1. Give them a story to tell –- Don’t assume they know how to sell the product, and
more importantly that they know how to sell it well. Develop and document a sales
process and develop a story for them to use. Then, train and coach them on it. This
enables them to do it better.
2. Take away there “internal problem solving tasks.” — When my team members had
a problem with shipping, finance, or any other internal department I had them give that
problem to me and I handled it. First, as a manager I could get it done much easier
than they could as I had far better leverage than they with other departments. Second,
I could do it much faster and save them 30-60 minutes of selling time often more.
3. Run regular sales and communications skills training — I taught my team using the
very story I’d developed. I showed them how to apply the principles of the major sales
methods to the story.
 Responsibility

1- To enhance customer satisfaction.

2- To enhance my training effectiveness

3- To reduce excess purchase of accessories

4- To study the consumers feedback towards Maruti Motor

5- To study the factor which played a important role during the purchase of the
car

6- to study the purchase behavior of the consume

Descriptive of live experience

Working with PASCO AUTOMOBILES I came to know about different customers with

a different occupation and different age groups. It gives me an opportunity to know the

need of the customer products and also what the customer’s perception about the

cars. It also helps me to know about the automobiles sector on a broader manner. In

addition to that it helps me how to communicate with different type of people.

I also learned that how to work in a corporate culture and also learned marketing

strategies through:-

• Tele Calling.

• Put canopy at several places in Gurgaon.

• Fix the appointments.

• Handle the customer’s queries about the plans.

• After appointment the main responsibility is to close the call

• need assessmen

Student contribution to organization

• I devoted the entire time and attention towards development of of the

company

• I introduced suitable persons to the company for their product.

• I developed business in a planned manner in consonance with the objectives

of the company.

• I rendered services to the customers to their satisfaction.

Managing Documentation and Compliance.

To do the due diligence of all the documents submitted

To maintain, such records as may be specified by the company, which are

necessary for achievement of the targets and improving the productivity.

To conduct business in accordance with the provisions of the code of conduct

lay down by the maruti Suzuki and in accordance with the rules and

regulations that may be laid down by the company and the MARUTI SUZUKI

from time to time. Though market and sales development forms dominant part

of duties also expected to make full compliance with regard to documentation

work which is incidental to and for market and sale development.

STUDY OF SLECTED RESEARCH PROBLEM

Statement of research problem

The main focus of my research is to find the satisfaction level of the consumers
after purchasing the MARUTI cars. And if they are not satisfied then find out their
problem and how the problem is solved. My research is based on the consumer post
Purchase Behavior in gurgaon . I will collected the data from the customer of the
pasco automobiles in gurgaon.

Statement of resaech objective

• To study the feedback of consumers towards MARUTI motors.

• To study the factors which played the important role at the time of
purchase.

• To study post purchase behavior of consumers.

• To study the impact of age group, income while purchasing the car.
Significance of the Study

Their main motive is to attract the customers. To attract the customers they
providing extra benefits to the customers i.e. finance , free insurance, free tours,
gifts etc. Indian car industry is trying to bring the dream machine for all type of
customers.

Today there is boom in car industry. Many of the car companies are launching
new models within every six month.

 Maruti is market leader with his 10 models & big chain of service station

 Tata having 4 models & passenger cars,

 Ford has 4 models,

 GM has 3 models,

 Opel has 4 models,

 Fiat has 2 models,

 Hyundai has 6 models,

 Toyota has 3 models in the market.

Limitation of study

 Limited area.

 Limited time period due to regular classes.

 Some responses to the questions were abacuses.

 Sample was convenience sample.

Design Research Methodology and Research

Research methodology

Introduction

Research in common parlance refers to a search for knowledge. Research is

an art of scientific investigation and is a careful investigation or inquiry especially
through search for new facts in any branch of knowledge. Research comprises
defining and redefining problems, formulating hypothesis or suggested solutions;
collecting, organizing and evaluating data; making deductions and reaching
conclusions; and at last carefully testing the conclusions to determine whether they fit
the formulating hypothesis. Research is an original contribution to the existing stock of
knowledge making for its advancement. It is the pursuit of truth with the help of study,
observation, comparison and experiment.

Research Methodology is a way to systematically solve the research

problem .It may be understood as a science of studying how research is done
scientifically. In it we study the various steps that are generally adopted by a
researcher in studying his research problem along with the logic behind them. It is
necessary for the researcher to know not only the research methods / techniques but
also the methodology. Researchers not only need to know how to develop certain
indices or tests, how to calculate the mean, the mode, the median or the standard
deviation or chi – square, how to apply particular research techniques, but they also
need to know which of these methods or techniques, are relevant and which are not,
and what would they mean and indicate and why. Researcher also need to
understand the assumptions underlying various techniques and they need to know
the criteria by which they can decide that certain techniques and procedures will be
applicable to certain problems and others will not .All this means that it is necessary
for the researcher to design his methodology for his as the same way differ from
problem to problem. Hence, when one talk of research methodology he not only
consider the logic behind the methods we use in the context of our research study
and explain why we are using a particular method or technique and why we are not
using the others so that research results are capable of being evaluated either by the
researcher himself or by the others.
Research design

Research design is purely and simply the framework or plan for a study that
guides the collection and analysis of data. Infect, the research design is the
conceptual structure within which the research is conducted .It is the arrangement of
conditions for collection and analysis of data in a manner that aims to combine
relevance to the research purpose with economy in procedure.

Research design includes research study:

a) Exploratory research study

Exploratory research study seeks to discover new relationship through precise

investigation

The research design of this project work has been framed with the aim:
• To make the study relevant to the research problem
• To study the implications of theoretical knowledge in practical field

Data collection method

For collecting the data concerning the research study, the emphasis was given on the
primary source of data because the aim was to obtain the complete and accurate
information in the said studies.

Tools of data collection:

Communication was used as the basic mean for obtaining the primary data.
Following communication techniques were used for collecting the relevant data for the
research study -
a) Questionnaire
b) Personal Interview

A questionnaire was prepared consisting of eight pages comprising the set of six
topics .It included the various questions set on the topics to be studied in the research
study i.e. on Personality Type, Machiavellianism, self – esteem, self –monitoring,
locus of control and job involvement level.
 Questionnaires were distributed to the managers and supervisors and asked to fill
the same (a copy of Questionnaire is attached in appendix)

In some cases, schedules having the format similar to Questionnaire were given
to them and collected in the filled form from them and they were provided with the
assistance in answering the questions.

In personal interview, direct personal investigation method was used in which the
information was collected personally from the sources concerned .The method of
Collecting information through personal interview was carried out in a structured ay
.The interview involved the use of a set of predetermined questions.

The personal interview is widely used to collect information because it helps in

collecting supplementary information about the problem. Moreover the language of
the interview can be adapted to the ability or educational level of the person
interviewed and as such, misinterpretations of the questions can be avoid.
Sampling plan
Any fieldwork depends on samples; very rarely it is feasible to cover the whole of the
market in an interviewing program. This part of the chapter covers the general
principle of sampling, followed by the researcher to draw samples in the research
work.
Why sampling
It is very difficult to collect information from every member of a population, as time and
cost are the major limitations that the researcher faces, so sampling techniques was
used to avoid the above limitations.
The three important reasons for sampling:

 Reduced Cost: It is obviously more economical to collect the information

from a small number of people only than the whole population.

 Reduced Time: Since time was the biggest constraint for the researcher,
so it was not possible to cover the whole.
 Higher quality work: by having the interview with a group of people only, in-
depth and high quality work can be carried out.
Size of Sample:
A sample of 100 individuals was chosen on the Non Random Basis.

Area:
• Rohtak.
 • Gurgaon
• DELHI

Sampling Technique:
Since it was impossible to collect the data from each and every one as time and cost
were the main constraints in the research study. So it was decided to collect the data
from a selected size of the sample. Hence a sample size of 100 individuals was
selected on the basis of Non-Random Sampling Technique.
Analysis and Interpretation:
Data collection through schedules, questionnaires and personal interview resulted in
availability of the desired information. But these were quite useless until they were
analyzed. Various steps, required for this purpose were editing, coding, and
tabulating. Editing refers to inspecting, correcting and modifying the collected data.
Coding refers to assigning numbers or other symbols to answer or placing them in
categories to prepare data for tabulation. Tabulating refers to bringing together similar
data and compiling them in an accurate and meaningful manner.

Sales satisfaction index

Analyzing what happens after a sale is as important as

understanding what causes consumer to buy in the first place. In fact because
this is an analysis of actual rather than potential customers and purchase
situations, marketers consider post-purchase behavior of primary importance in
its impact on future sales. Analyzing both positive & negative post-purchase
behavior is a very effective means through which goods & services can be
improved, promotions better targeted & strategies reshaped both to keep current
customers & to new ones like them.
Post-purchase behaviour is analyzed after selling goods & services. In this
the marketer takes the views of the consumers for a particular good or
service. We can also call it as feedback from consumers to make goods and
services more effective & maintaining good & long term relations b/w consumers
& marketer. In present scenario customer is the king & marketer can’t neglect
them.
The satisfaction plays an important part in developing a relationship
between the customer and the marketer. In this, the marketer identifies with his
customers & thinks from customer’s prospective. If purchase represents
customers consumption motives & purposes, the post-purchase behaviour
indicates whether or not those purposes & motives have been achieved. Thus,
purchase activity is the means while post-purchase is an evaluation.

Post-purchase behaviour is of two types:-

 1. Positive behaviour.

2. Negative behavior

Customer is satisfied
The most positive outcome from achieving customer satisfaction is to
gain loyalty. Loyalty, in its simplest sense, is to a product, brand, marketer that
results in his levels of repeat purchase. Consumers might purchase the same
brand due to some another reasons, but unless there commitment, they are not
considered as loyal. When the consumers are satisfied with the product and
have good opinion about the product & the brand it shows their positive post-
purchase behavior.

Customer is not satisfied

Negative post-purchase behavior takes several forms, each of which can

erode brand & outlet loyalty & diminish customer satisfaction. Some negative
behavior are – such as the lack of taking services or not guiding to other
potential customers, producing more & more complaints. These may be very
harmful for an organization because it can damage the reputation of the
company & also can decrease the sale of the product. It can be caused due to
following reasons-

• Negative Word-of-Mouth.
• Rumor.
• Complaint Behavior

Post purchase use & disposal

Marketer should also monitor how the buyer use and dispose the
product. If consumers find a new use for the product and that should interest
the marketer because this use can be advertised. If consumers are not using
the product it means product is not satisfying.

The formation of satisfaction or dissatisfaction is, however a function of

many factors. These factors are as follows-

 Use, occasion of product.

 Prior experience of product.

 Personal expectation & norms

Analysis & Interpretation

Q1: Is it your 1st car ?

70%
60%
60%
50%
40%
40%
30%
20%
10%
0%
Yes No

Findings:-

1) 70% respondents said that this is their first car.

2) 30% respondents said that they already have used the other brand’s
car.
Q.2 Do you think promotional efforts like free insurance, extended warranty,
free gifts plays an important role in sale ?

Effcects of promotional efforts on

purchase.

80% 70%
70%
60%
50%
40% 30%
30%
20%
10%
0%
Yes No

Findings

1) 70% of respondents said yes, it will increase the sale, satisfaction among
the customers, grap new customers & will increase the goodwill of the
company.

2) 30% of respondent said that it does not affect so much. The customer
will invest in that thing to whom he thinks is beneficial for him or will
give value for money.
Q.4 If no, what are the factors of dissatisfaction ?

Causes of dis-satisfaction.

50% 46%

40%
30%
30%
20% 12%
8%
10% 4%
0%
Lack of after Perfomance Vib.in Gear Hard seats Noicy AC
sales service shifter

Findings

1) 46% of customers said that MUL provides services but they are not
customer oriented. More over the service stations are no so much in no.

2) 12% of respondents said the price of fuel are so high & in that condition
the mileage is not satisfactory i.e. 12-14 km/pl in city.

3) 30% .of respondents said that Vibration is present in gear level. Due to this
the floor vibrates. Hard suspensions making bumpy. Driver comfortable.
( Searing is very much above knee level making pain on hands )

4) 4% of respondents said that the seats are hard. Leg is not resting fully
on seat making uncomfortable for long drive.

5) 8% of respondents said that the AC is very noisy.

Q.5 Were you having full information about this brand car or you acquired
while purchasing the car ?

Information About car.

90%
78%
80%
70%
60%
50%
40%
30% 22%
20%
10%
0%
Yes No

Findings

1) 78% respondents said that they had full information about the vehicle
which they have purchased.

2) 22% of respondents were not having the information about the vehicle
but they acquired it from different sources like magazines, dealers, friends
etc.
Q.6 If no, then from where you acquired information ?

Sources of knowledge acquisition.

60%
50%
50%
40%
30% 25%
20%
10% 10%
10% 5%
0%
Friends News Tv adds Magazines Relatives
papes

Findings

1) 50% of respondentsgot information by discussing their friends, who

already have the same car. We test dived that car.

2) 25% of respondentsgot information from their relatives about the car.

3) 20% of respondentsgot information from TV adds, news papers, internet.

4) 5% of respondents got information from auto magazines like auto India,

overdrive, bs motoring etc.
Q.7 Are the features projected by the company are the actual features of
the company ?

Features are actual or not.

76%
80%

60%

40%
24%
20%

0%
Yes No

Findings

1) 76% of respondents said that the feature projected by company are the
actual feature. Vehicle is up to mark on that projected features.

2) 24% of respondents said that the feature projected by company are not
the actual features, vehicle differs from the actual projections made by
the company.
Q.8 If no, where they differs ?

Features differs fromactual

50% 45%
40%
40%
30%
20% 15%
10%
0%
Milage Service network Comfort

Findings

1) 40% respondendents said that the car is not giving the mileage as
company has projected.

2) 45% respondendents said that after sales company & dealers do not
care. These are not customer oriented. More over their service network is
not developed as such of Maruti
Q.9. Do you think the company is taking steps to remove cognitive
dissonance ?

Removal of cognitive dissonance.

90% 85%
80%
70%
60%
50%
40%
30%
20% 15%
10%
0%
Yas No

Findings

1) 85% of respondents said that to a good image among the customers

the company is taking steps in this direction.

2) The respondents whose problem is not sorted out till this time they
gave the ans. in no. one respondents problem was very big & he gave
the suggestion to the persons who are going to purchase WAGON R
i.e.”Anyone buying this car must check on the vibrations in the Gear
Lever and the floor. I had bought my car in Oct'03 and reported this
vibration problem to the company in Feb'04. Though the service people
were very prompt to react and tried their best to solve the problem, but
at the end of the day they could only say that this was a technology
issue and something which could only be solved at their R&D.This is
very disturbing for people who drive with one hand on the gear knob.”
SUMMARY OF FINDINGS

Findings

1. Experience user prefer MARUTI cars.

2. People want less price cars.

3. Maruti makes family cars.

4. Youth generation prefers Maruti cars.

5. Maruti cars are preferred for comfort & looks.

6. Maruti cars are mainly sold in urban areas.

7. Maruti cars are promoted by dealers more.

8. Maruti cars are fuel efficient.

9. Prices are satisfactory.

10. People are satisfied with the performance like hare gear shifting, noise AC.

11. Customers are very much aware about the product and brand
Summary of learning experience

After analyzing the respondents views I found that no doubt the

company has a very good image in market. The have positioned the product in
the mind of the customers. People buy their vehicle due to comfort, style,
performance. But some customers are not satisfied due to some reasons. I have
some suggestions for the company.

1. They should go for enlargement of service station chins Were ever

the customer goes with his he should feel some one is there to
care his car.

2. Problems should be sorted out quickly so that the customer may not
feel inconvenient.

3. After sale of the product the company should take feed back i.e.
their vehicle is performing well or not. It will help in maintaining good
customer relations.

4. Sales executives should be trained & they should have the

knowledge about the specification & parts of the vehicle.

5. MUL should concentrate on mileage of the vehicle because the price

of fuel are very high..
CONCLUSION

IN the project report we analysis data and find out the conclusion. When I go for

survey we find out that most of consumer purchased cars for comfort and look. So

mainly youth generation prefers Maruti car.

In the end of the survey I found that most people want less price car. So

Hyundai is the major competitor of Maruti. Maruti cars are fuel efficient. If in the future

Maruti motors lower down their price upto certain limit and makes their car more fuel

efficient than they get maximum sale and profit than others.
BIBLOGRAPHY

• Books

Kothari C.R., “Research Methodology”, New Age International Publication, New Delhi,
2nd Edition (2004).

Kotler Philip, “Marketing Management”, Prentice Hall of India Pvt. Ltd., New Delhi,
11th Ed (2000).

Saxena & Rajan, “Marketing Management”, Tata Mc Graw Hill Publication Co. Ltd. ,
New Delhi, 2002 Edition.

Schiffman Leon G.,”Consumer Behaviour” Prentice Hall of India Pvt. Ltd., New Delhi.

Solemon Michael R.,” Consumer Behaviour” Prentice Hall of India Pvt. Ltd., New
Delhi.

• Journals / Magazines

Sharma V.V Subrahamanya(May 2004) An Application of Attribution in consumer

decision & defence against post purchase dissonance” a case study of consumer
Behaviour, Indian Journal of marketing.

Reddy Dr. D Raghunatha, (Oct.2004) A Study of Passenger car industry in India”,

Indian Journal of marketing.

Business Standard Motoring Dec-2004.

Auto India vol. 12. issue no: 9, Feb. 2005.

Overdrive Magzine, Feb.2005.

• Websites Links

www.maruti Suzuki.com

www.hyundai.co.in

www.indiacars.com
www.wheelocity.com

Annexure

RESPONDENT PROFILE:

Name _________________________________
Address _________________________________
Age ________________________________
Education Level _________________________________
Occupation : Business

Service

Q. 1 Is it your first car ?

1) Yes 2) No

Q.2 If no, which brand’s car did you have previously ?

1) Maruti 2) Tata motors 3) HM

4) GM 5) PAL 6) Fiat

Q. 3 Who played an imp. role as an influencer in purchase of car?

Ans. 1) Family 2) Friends 3) Relatives

4) Sales Executive 5) Any other

Q. 4 Who was the initiator to purchase the car ?

Ans. 1) Your self 2 ) Family 3 ) Relative

Q. 5 Why did you purchase this car ?

Ans. 1) Mileage 2) Style 3) Reliability

4) Power 5) Service 6) Comfort

Other : ____________________________________________

Q. 6 Who drives the car ?

Ans. 1) Your self 2) Wife 3 ) Children

4 ) Driver

Q. 7 What was the mode of payment ?

Ans. 1) Full payment 2) Down payment

Q. 8 Was there any affect on car purchasing decision due to mode of

payment ?

Ans. 1) Yes 2) No

Q. 9 If yes, what ?

Ans. 1) Make easy to purchase

2) Choosing upper segment car

Q.10 Do you think you got value for money ?

Ans. 1) Yes 2) No

Q.11 From where you purchased this car ?

Ans. 1) Local place 2) Delhi

Q.12 Did dealers provide any extra benefit to you on purchase of the car ?

Ans. 1) Yes 2) No

Q.13 If yes, what are they are ?

Ans.____________________________________________________
______________________________________________________

Q.14 Do you think promotional efforts like free insurance, extended warranty,
free gifts plays an important role in sale ?
Ans.