PREAFACE
Today Tod ay alm almos ostt al alll the maj major or co co-op -oper erati ation on is ac activ tively ely mar marke ketin ting g th their eir product beyond their original homeland borders. So, companies must rethink their marketing strategies instead of continuing with their existing strategy. Toda To day y co comp mpan any y wo work rk in a wa warr zo zone ne of ra rapi pidl dly y ch chan angi ging ng co comp mpet etit itiv ivee envir en vironm onmen entt te tech chno nolog logica icall ad adva vanc nces es,, cha chang ngin ing g go govt. vt. po polit litics ics dim dimin inish ishing ing customer loyalty and so on.
Now Now a da day y wo world rld of sti stiff ff co compe mpetit titio ion, n, the co compa mpani nies es wit with h ex exist isting ing marketing strategies need to be changed in a manner so as to cope up with its rapidly rapi dly cha changi nging ng comp competit etitive ive env environ ironmen ment, t, tech technic nical al up grad gradatio ation, n, var varying ying govt. policies, rules and regulation during customer loyalty etc. in the last few years the information need to conduct a business has grown rapidly.
So, in this context, the Maruti Suzuki is also facing a stiff competition in thee ma th mark rket et fr from om it itss co comp mpet etit itor orss an and d fo forr th this is th thee co comp mpan any y is ge gear arin ing g up them th emse selv lves es to fa face ce th thee co comp mpet etit itio ion n an and d co cond nduc uctt a go good od bu busi sine ness ss ta taki king ng successful business decision for more accuracy and timeliness.
As the part of the partial fulfillment of the MBA course a project has been incorporated in the curriculum during which a study to be under taken in an organization mainly to take out the newly acquired knowledge and skill from an actual work situation and take book and classroom teaching give us through back ground of different functional area devoid of practical experience to how those area to be administered and managed respectively. This report has given up an opportu opportunity nity to gain an inside into a practical applicability applicability of managem management ent concept and theory, learning faster and developed better ability to analysis 1
problems and in decision that contribute significantly for better use of resource available to the management.
With this view to understand the concept, I have undertaken a project study in Maruti Suzuki, which has equipped me to prepare a report with a proper solution of the problem face by the organization.
This area of work has chosen by me as this had all the ingredient of marketing research and other aspect of marketing as well the report offer a Glimpse of various stage at project work in order to serve purpose of the study in systematic manner and hope that the findings and recommendation will go along way in helping in organization.
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Table Contents Executive Summary:
(i)
Page No.
Introduction
4
(ii) Aims & objective
5
(iii) Methodology
6
(iv) Analysis
6-7
(v) Conclusions
7-8
(vi) (v i) Rec Recom ommen menda datio tions ns
8-9
Part : I An Overview of the Company
(i)
Introduction
11 - 27
(ii) Hist History ory of the Orga Organis nisatio ation n and pro product ductss
28 - 47
(iii) (ii i) Sp Spec ecial ial fu futur turee
48 - 58
(v)) Co (v Comp mpet etit itor orss de deta tail ilss
59-- 63 59
Part : II Project Overview
(i)
Intr tro oducti tio on
65 - 77
(ii) (i i) Ob Obje ject ctiv ivee
78 - 80
(iii) (ii i) Me Metho thodo dolog logy y
81 - 83
(iv) (i v) An Anal alys ysis is
84 - 10 105 5
(v)) Co (v Conc nclu lusi sion onss
106 10 6 - 10 107 7
(vi) Limitations
108
(vii)) Reco (vii Recommen mmendati dations ons
109 - 110
Part : III (i)
Bibliography
111
(ii)
Questionnaire
112 - 116
3
EXECUTIVE SUMMARY
(i)
Introduction
Topic Study on consumer behavior of car with special reference to Maruti Suzuki in Tezpur.
Organization Isum Motors Pvt Ltd. Authorized Dealer, Maruti Suzuki.
Location Of Study Tezpur
Institutional Guide Anjan Baruah Faculty member, Third eye College.
Organizational Guide Amitab Dey Sales Officer Isum Motors Pvt Ltd. Duration 2 Months
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(iii) (i
Aim imss and and Ob Obje ject ctiv ives es
Primary :
To ma make ke a st stud udy y on co cons nsum umer er bu buyi ying ng be beha havi vior or of ca carr wi with th sp spec ecia iall reference to Maruti Suzuki in Tezpur area.
Secondary :
1. To study their satisfactio satisfaction n level of custome customers rs of different different cars availab available le in Tezpur. 2. To study the importan importance ce of various various attribute attribute which effect effect the purchasin purchasing g decision of customers in regard of cars. 3. To study study the awarene awareness ss level of different different cars cars in Tezpur. 4. To study the importa importance nce of dealer dealer and their influenc influencee in marketing/ marketing/sale sale for cars in Tezpur. 5. To study study consu consumers mers buyi buying ng behav behaviour iours. s. 6. To fin find d ou outt the expec expecta tatio tion n of th thee ex exis istin ting g po poss sses essin sing g an and d pro prosp spec ectiv tivee customers of the company. 7. To study study the impa impact ct of media media on on the cust customer omers. s. 8. To study the satisfa satisfactio ction n level of the customers customers on overall overall performa performance nce and after sale service of their existing cars. 9. To study differe different nt promotion promotional al scheme scheme they expect expect for purchas purchasing ing a new car.
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(iii)
Methodology
(i)
Preliminary study.
(ii)
Data co collection
(iii (i ii))
Ques Qu esti tion onna nair iree De Desi sign gn..
(iv)
Sample si size
(v)
Analysis
(vii) (v
Scope and Lim Limit itaati tio on.
(iv)
Analysis
The project was undertaken to study the consumer buying behavior of motor car with special reference to Maruti Suzuki in Tezpur.
Major findings are: -
1. De Demog mograp raphi hicc pr profi ofile le i.e. Age, Age, Occ Occup upat ation ion and month monthly ly income income of the customer. 2. Re Rega gard rdin ing g th thee aw awar aren enes esss of di diff ffer eren entt br bran ands ds of mo moto torr ca cars rs al alll respondents are well aware. 3. Ac Acco cordi rding ng to the the most of the the respo respond nden entt the T.V. T.V. ads was the the best best media med ia in bui buildi lding ng aw aware arene ness ss fo follo llowe wed d by the ne newsp wspap aper, er, fr frien iends ds,, colleague, majoring & family members. 4. Reg Regardi arding ng importa importance nce of attri attribute bute befo before re purchas purchasing ing the the motor motor car in over all motor cars most of the customer gave importance on brand image of the company. In case of Hyundai motorcars most of the
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customer gave importance or fuel efficiency and look on style of the car. 5. Reg Regardi arding ng source source of finan finance ce most most of the the custo customers mers gave impo importan rtantt on loan and installment facility. 6. Mos Mostt of the the custom customer er gave gave most most importa importance nce on on high high engine engine powe power. r.
Conslusion
Thiss st Thi stud udy y wa wass co cond nduct ucted ed to fin find d ou outt the co cons nsume umerr bu buyi ying ng be beha havio viour ur of motorcars in special reference to the Maruti Suzuki in Tezpur. The findings and analysis revealed many advantages as well as disadvantages for the Maruti India Ltd. Though the Maruti Suzuki is the faster growing company and leading in the market facing a stiff competition from Hyundai and Tata motors in the Tezpur. It ha hass be been en ob obse serv rved ed th that at Ma Marut rutii Su Suzu zuki ki ad adop opted ted ma many ny pro promo motio tiona nall strategies and company’s marketing channel is also satisfactory. Now a days people are most aware about after sales service. The dealers also expect Maruti motorcars has overcome this problem and facilities should be improved for meeting the after sales service requirement effectively. The maj major ority ity of cus custom tomer erss ex expe pect ct lo loan an or in insta stallm llmen entt fac facili ilitie ties. s. The Maruti Suzuki has joined hand with State Bank Of India, and many Private Banks to promote this facilities. As most of the existing and prospective customers adults, Maruti should introduces stylish Motor cars which compete its competitors product. But Maruti to meet the expectations of new generation people who are the prospect, or customers has recently introduce Ritz, SX4, AStar hoping to fulfill the demand of the new generation.
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As this study was conducted for educational purpose with the aim to give nece ne cess ssary ary in infor format matio ion n to th thee or orga ganiz nizat ation ion,, any mis mista take ke by the res resea earch rcher erss should be overlooked considering his inexperience in the field of marketing research.
Recommendations
Based on the findings drawn from the project’s analysis, certain recommendation need to be made as regards to the future course of action for Maruti Suzuki, which can go a long way in improving the Brand Awareness of the Company in the Motorcars market. The main recommendations are:
1. Maruti should continue with its range of innovative products. At the same
time try to add value value to its existing existing produc products ts so that it can cater cater to the present day requirements. As the study reveals that majority of customers are aged 20 – 40 years the needs and wants should be kept in mind while designing new products.
2. Th Ther eree sh shou ould ld be pr prop oper er sy sync nchr hron oniz izat atio ion n be betw twee een n or orde derr pl plac aced ed an delivery. The distribution channel should be enhanced and the models should be readily available in the market.
3. As the buying buying decision decision of the buyer buyer has influen influenced ced by himself, himself, compan company y should target them through demonstration and advertisement.
4. As the market for the financi financial al institutio institutions ns are increasin increasing, g, the company company should target them through demonstration and advertisement.
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5. Facilitie Facilitiess should be provide provide to the dealers so that they they can extend extend them them to the customers while purchasing this brand.
6. In Incr crea ease se in sa sale less pr prom omot otio ion n bu budg dget etss to de deve velo lop p a po poin intt of pu purc rcha hase se display and to participate to a greater extent in Trade shows and similar kind of shows and this will motivate the non-users to try out the products.
7. The company company can sponsor sponsor local local cultural cultural programmes programmes like Bihu festival festival of Assam holding Bihu competition competition at least once in a year and for attracting the youth it may sponsor sports events also.
8. The company can make charitable donation to different organizations. It
can extend their helping hand to the people hotted by natural havoc like flood, draught, earthquake etc. to win the hearts of the mass people which will build a good image of the Company among them.
9. As the market for the financial institutions are increasing, the company
shou sh ould ld co come me up wi with th va vari riou ouss sc sche heme mes, s, wh whic ich h wi will ll in indu duce ce th them em to influence the customer for the product. This includes offering various gifts, gif ts, pa pack ckag ages es an and d fin finan ancia ciall inc incen entiv tives es li like ke hig highe herr co commi mmiss ssion ion as compared to other four-wheeler companies.
10.Inc 10.I ncen entiv tives es an and d fi finan nanci cial al be bene nefit fitss pr prov ovid ided ed to th thee de deale alers rs sh shou ould ld be maximized to maintain their level of satisfaction and motivation.
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Part 1
An Overview of the company
10
INTRODUCTION
About the company:
Marut Ma rutii Su Suzu zuki ki is on onee of Ind India' ia'ss lea leadi ding ng aut automo omobi bile le man manufa ufact cture urers rs an and d 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, government , and 54.2% by Suzuki of of Japan Japan.. The Indian government held an initial public offering of 25% of the company in June 2003. As of 10 May 2007, Govt. of India sold its complete share to Indian financial institutions. With this, Govt. of India no longer has stake in Maruti Udyog. Maruti Udyog Limited (MUL) was established in February 1981, though the actual production commenced in 1983 with the Maruti 800, based on the Suzuki Alto kei car which at the time was the only modern car available in India, its' only competitors- the Hindust Hindustan an Ambassa Ambassador dor and Premier Padmini were both around 25 years out of date at that point. Through 2004, Maruti Suzuki has produced over 5 Million vehicles. Maruti Suzukis are sold in India and various several other countries, depending upon export orders. Models similar to Maruti Suzukis (but not manufactured by Maruti Udyog) are sold by Suzuki Motor Corporation and manufactured in Pakistan and other South other South Asian countries. The company annually exports more than 50,000 cars and has an extremely large domestic market in India selling over 730,000 cars annually. Maruti 800, 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 Suzuki Alto tops the sales charts and Maruti Suzuki Swift is the largest selling in A2 segment. 11
Due to the large number of Maruti 800s sold in the Indian market, the term "Maruti" is commonly used to refer to this compact car model. Till recently the term "Maruti", in popular Indian culture, in India Hindu's lord Hanuman is known as "maruti", was associated to the Maruti 800 model. Maruti Suzuki has been the leader of the Indian car market for over two decades. Its manufacturing facilities are located at two facilities Gurgaon and Manesar south of Delhi Delhi.. Maruti Suzuki’s Gurgaon facility has an installed capacity of 350,000 units per annum. The Manesar facilities, launched in February 2007 comprise a vehicle assembly plant with a capacity of 100,000 units per year and a Di Dies esel el En Engi gine ne pl plan antt wi with th an an annu nual al ca capa paci city ty of 10 100, 0,00 000 0 en engi gine ness an and d transmissions. Manesar and Gurgaon facilities have a combined capability to produce over 700,000 units annually. More than half the cars sold in India are Maruti Suzuki cars. The company is a subsidiary of Suzuki Motor Corporation, Japan, which owns 54.2 per cent of Maruti Suzuki. The rest is owned by the public and financial institutions. It is listed on the Bombay Stock Exchange and and National National Stock Exchange in India. During Dur ing 20 2007 07-0 -08, 8, Ma Marut rutii Su Suzu zuki ki so sold ld 76 764, 4,84 842 2 ca cars rs,, of wh which ich 53 53,02 ,024 4 we were re exported. In all, over six million Maruti Suzuki cars are on Indian roads since the first car was rolled out on 14 December 1983. Pressure started mounting on Indira and Sanjay Gandhi to share the details of the progr progres esss on the Marut Marutii Proje Project ct.. Since Since coun countr try's y's resou resourc rces es were were made made available by mother to her son's pet project. A delegation of Indian technocrats was assigned to hunt a collaborator for the project. Initial rounds of discussion were held with the giants of the automobile industry in Japan including Toyota, Toyota, Nissan and Honda. Honda. Suzuki Motor Corporation Corporation was at that time a small player in 12
the four wheeler automobile sector and had major share in the two wheeler segment. Suzuki's bid was considered negligible. In the initial rounds of discussion the giants had their bosses present and in the later rounds related to the technical discussions executives of these automobile giant giantss were were pres presen ent. t. Osamu Osamu Suzuk Suzuki, i, Chairm Chairman an and and CEO of the compa company ny ensured that he was present in all the rounds of discussion. Osamu in an article writes that it subtly massaged massaged their (Indian delegation) delegation) egos and also convinced convinced them about the sincerity of Suzuki's bid. In the initial days Suzuki took all steps to ensure the government about its sincerity on the project. Suzuki in return received received a lot of help from the government in such matters as import clearances clearances for manufacturing equipment (against the wishes of the Indian machine tool industry then and its own socialistic ideology), land purchase at government prices for setting up the factory Gurgaon and reduced or removal of excise tariffs. This helped Suzuki conscientiously nurse Maruti Suzuki through its infancy to become one of its flagship ventures. Maruti Suzuki's A-Star vehicle during its unveiling in Pragati Maidan, Maidan , Delhi. AStar , Suzuki's fifth global car model, was designed and is made only in India.
Besides being Suzuki's largest largest subsidiary in terms of car sales, Maruti Suzuki is also Suzuki's leading research and development arm outside Japan Relationship between the Government of India, India, under the United Front (India) coalition and Suzuki Motor Corporation over the joint venture was a point of heated debate in the Indian media till Suzuki Motor Corporation gained the cont contro roll llin ing g stak stake. e. Th This is high highly ly pro profita fitabl blee join jointt vent ventur uree that that had had a near near monop monopoli olisti sticc trade trade in the India Indian n automobile market and the nature of the partnership built up till then was the underlying reason for most issues. The success of the joint venture led Suzuki to increase its equity from 26% to 40% in 1987, and further to 50% in 1992. In 1982 both the venture partners had 13
entered into an agreement to nominate their candidate candidate for the post of Managing Managing Director and every Managing Director will have a tenure of five years
.
Initially R.C.Bhargava, was the managing director of the company since the inception of the joint venture. Till today he is regarded as instrumental for the success of Maruti Suzuki. Joining in 1982 he held several key positions in the company before heading the company as Managing Director. Currently he is on the Board of Directors. After completing his five year tenure, Mr. Bhargava later assumed the office of Part-Time Chairman. The Government nominated Mr. S.S.L.N. Bhaskarudu as the Managing Director on 27 August 1997. Mr. Bhaskarudu had joined Maruti Suzuki in 1983 after spending 21 years in the Publ Public ic sect sector or un unde dert rtak akin ing g Bhar Bharat at Heav Heavy y Elec Electr tric ical alss Limi Limite ted d as Gene Genera rall Manager. Later in 1987 he was promoted as Chief General Manager, 1988 as Director, Productions and Projects, 1989 Director, Materials and in 1993 as Joint Managing Director. Suzuki Motor Corporation didn't attend the Annual General Meeting of the Board with the reason of it being called on a short notice. Later Suzuki Motor Corporation went on record to state that Mr. Bhaskarudu was "incompetent" and wanted wanted someone someone else. else. However However,, the Ministry Ministry of Indust Industries ries,, Government of India refuted the charges. Media stated from the Maruti Suzuki sources that Bhaskarudu was interested to indigenise most of components for the models including gear boxes especially for Maruti 800. 800. Suzuki also felt that Bhaskarudu was a proxy for the Government and would not let it increase its stake in the venture. If Maruti Suzuki would have been able to indigenise gear boxes then Maruti Suzuki would have been able to manufacture all the models without the technical assistance from Suzuki. Till today the issue of localization of gear boxes is highlighted in the press.
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The relation strained when Suzuki Motor Corporation moved to Delhi High Court to bring a stay order against the appointment of Mr. Bhaskarudu. The issue was resolved in an out-of-court out-of-court settlement and both the parties agreed that R S S L N Bhaskarudu would serve up to 31 December 1999, and from 1 January 2000, Jagdish Khattar , Executive Director of Maruti Udyog Limited would assume charges as the Managing Director. Many politicians believed, and had stated in parliament that the Suzuki Motor Corporation is unwilling to localize manufacturing and reduce imports. This remains true, even today the gear boxes are still imported from Japan and are assembled at the Gurgaon facility. For most of its history, Maruti Udyog Limited Limited had relatively few problems with its labou labourr force force.. Its emph emphas asis is of a Japa Japane nese se work work cultu culture re and and the the modern modern manufacturing process, first instituted in Japan in the 1970s, was accepted by the workforce of the company without any difficulty. But with the change in management in 1997, when it became predominantly government controlled for a while, and the conflict between the United Front Government and Suzuki may have been the cause of unrest among employees. A major row broke out in September 2000 when employees of Maruti Udyog Ltd (MUL) went on an indef indefini inite te strik strike, e, dema demandi nding ng among among other other thing things, s, revisi revision on of the ince incenti ntive ve scheme offered and implementation of a pension scheme. Employees struck work work for for six six ho hour urss in Octo Octobe berr 20 2000 00,, irke irked d ov over er the the susp suspen ensi sion on of nine nine empl employ oyee ees, s, go goin ing g on a sixsix-ho hour ur tool toolss-do down wn stri strike ke at its its Gurg Gurgao aon n plan plant, t, demanding revision of the incentive-linked pay and threatened to fast to death if the susp suspen ende ded d emplo employe yees es were were no nott reins reinstat tated ed.. About About this this time, time, the the NDA government, following a disinvestments policy, proposed to sell part of its stake in Maruti Suzuki in a public offering. The Staff union opposed this sell-off plan on the grounds that the company will lose a major business advantage of being subsidised by the Government. 15
The standoff with the management continued to December with a proposal by the management to end the two-month long agitation rejected with a demand for reinstatement of 92 dismissed workers, with four MUL employees going on a fast-unto-death. In December the company's shareholders met in New Delhi in an AGM that lasted 30 minutes. At the same time around 1500 plant workers from from the the MUL' MUL'ss Gurg Gurgao aon n faci facili lity ty were were agit agitat atin ing g ou outs tsid idee the the comp compan any' y'ss corporate office demanding commencement of production linked incentives, a better pension scheme and other benefits. The management has refused to pass on the benefits citing increased competition and lower margins.
Maruti Suzuki offers 15 models, Maruti 800, 800, Alto, Alto, WagonR , Estilo, Estilo, A-star , Ritz, Ritz, Swift, Swift, Swift DZire, DZire, SX4, SX4, Omni, Omni, Eeco, Eeco, Gypsy, Gypsy, Grand Vitara. Vitara. Swift, Swift DZire, A-star and SX4 are maufactured in Manesar, Grand Vitara is imported from from Japa Japan n as a comp comple lete tely ly bu buil iltt un unit it (CBU (CBU), ), rema remain inin ing g all all mode models ls are are manufactured in Maruti Suzuki's Gurgaon Plant. Suzuki Motor Corporation, the parent company, is a global leader in mini and compact cars for three decades. Suzuki’s technical superiority lies in its ability to pack power and performance performance into a compact, lightweight lightweight engine that is clean and fuel efficient. Nearly 75,000 people are employed directly by Maruti Suzuki and its partners.It has been rated first in customer satisfaction satisfaction among all car makers in India from 1999 to 2009 by J D Power Asia Pacific . Pressure started mounting on Indira and Sanjay Gandhi to share the details of the pr progr ogres esss on the Ma Marut rutii Pr Proje oject ct.. Sin Since ce co coun untr try's y's res resou ourc rces es we were re mad madee available by mother to her son's pet project. A delegation of Indian technocrats was assigned to hunt a collaborator for the project. Initial rounds of discussion 16
were held with the giants of the automobile industry in Japan including Toyota Toyota,, Nissan and Honda Honda.. Suzuki Motor Corporation Corporation was at that time a small player in the four wheeler automobile sector and had major share in the two wheeler segment. Suzuki's bid was considered negligible. Maruti Suzuki has two state-of-the-art manufacturing facilities in India. [12]. Both manufac manu facturi turing ng fac facilit ilities ies hav havee a comb combine ined d pro produc duction tion capa capacity city of 1,00 1,000,00 0,000 0 vehicles annually. The Gurgaon Manufacturing Facility has three fully integrated manufacturing plants and is spread over 300 acres. All three plants have a installed capacity of 350,000 vehicles annually but productivity improvements have enabled it to manu ma nufa fact ctur uree
700, 70 0,00 000 0
vehi ve hicl cles es an annu nual ally ly..
Thee Th
Gurg Gu rgao aon n
faci fa cili liti ties es al also so
manufacture 240,000 K-Series engines annually. The entire facility is equipped with more than 150 robots, out of which 71 have been developed developed in-house. The Gurgaon Facilities manufactures manufactures the 800 800,, Alto Alto,, WagonR , Estilo Estilo,, Omni , Gypsy Gypsy,, Swift and Eeco Eeco.. The Manesar Manufacturing Plant was inaugurated in February 2007 and is spread over 600 acres. Initially it had a production capacity of 100,000 vehicles annually but this was increased to 300,000 vehicles annually in October 2008. The Manesar Plant produces the A-star , Swift Swift,, Swift DZire and SX4 SX4.. Four Wheeler Industry
Approximately 25 of Benz's vehicles were built before 1893, when his first four-wheeler was introduced. They were powered with four-stroke engines of his own design. Emile Roger of France, already producing Benz engines under license, now added the Benz automobile to his line of products. Because France was more open to the early automobiles, more were built and sold in France through Roger than Benz sold in Germany. From 1890 to 1895 Daimler and his 17
assistant, Maybach, either at the Daimler works or in the Hotel Hermann, where they set up shop after falling out with their backers, built about 30 vehicles. Benz and Daimler seem to have been unaware of each other's early work and worked independently. In 18 1890 90,, Emi Emile le Lev Levas asso sorr an and d Arm Arman and d Pe Peug ugeo eott of Fra Franc ncee be bega gan n pr prod oduc ucing ing vehicless with Daimler engines, vehicle engines, and so laid the foundation of the motor industry in France. George Selden of Rochester, New York, who applied for a patent on an automobile in 1879, supposedly designed the first American car with a gasoline internal combustion engine in 1877. In Britain there had been several attempts to build steam cars with varying degrees of success with Thomas Rickett even attempting a production run in 1860. Santler from Malvern is recognized by the Veteran Car Club of Great Britain as having made the first petro petrol-p l-pow owere ered d ca carr in th thee co coun untry try in 18 1894 94 fol follow lowed ed by Fre Frede deric rick k Wil Willia liam m Lanchester in 1895 but these were both one-offs. [The first production vehicles came from the Daimler Motor Company, founded by Harry J. Lawson in 1896, and making their first cars in 1897. In 1892, Rudolf Diesel got a patent for a "New Rational Combustion Engine". In 1897 he built the first Diesel Engine. In 1895, Selden was granted a United States patent(U.S. Patent 549,160 ) for a two-stroke automobile engine, which hinde hin derd rd mo more re tha than n en enco coura urage ged d de deve velo lopme pment nt of aut autos os in the Uni Unite ted d Sta States tes.. Steam Ste am,, ele electr ctric, ic, an and d ga gaso solin linee po powe wered red au auto toss co compe mpete ted d fo forr de deca cade des, s, wit with h gasoline internal combustion engines achieving dominance in the 1910s. Every other day a new model of car is being launched in the country, how many times you must have wished to change that old car of yours and buy a hot set of wheels. However as you come back to earth, bitter reality bites you; realization dawns in that you don't have such a big amount of money to invest in a new car. Don't worry as several banks and financial institution have donned the role of 18
new age Santa Claus to make sure that your dream comes true. Today car loans are not only available for brand new cars but they are also available for used cars. In this section we will try to provide you with an insight into automobile fina financ ncin ing g so read read on on.. Stat Statee Bank Bank of Indi Indiaa whic which h is on onee of the the larg larges estt nationalized banks in the country offers you the following advantages •
Longer repayment periods up to 7 years
•
Low processing
•
No advance EMI along with the down payment effectively increasing the amount of loan
•
Interest is calculated on the reducing balance method meaning every time you repay an amount the interest is calculated on the remaining amount and not on the one which is out standing at the beginning of the year.
The company gives a loan which is up to 2.5 times of one's net annual income, with the minimum income cap of the applicant being 75000 rupees per annum. The company sanctions loans for all new cars and for second hand cars which are not more than 5 years old. The bank also provides loans to people who don't have an account with the bank provided they furnish address proof, identity proof and other relevant documents. For more details click http://www.sbi.co.in UTI bank offers loans covering 85% of the cost of the vehicle plus registration and insurance or 20 times the net monthly salary and you can repay the loan with in a maximum period of 5 years or 60 monthly equated installments. Car Insurance gives the necessary cover if one meets with some unforeseen incident or an accident. Car insurance offers a number of benefits. A no claim bonus is given to the policy holder if no claims are made. It is transferable as it can be used even if one is changing the auto insurance company. 19
Used car owners shouldn't feel that they are sidelined. sidelined. Used car insurances help the second hand car owners greatly. Those who can't afford the luxury cars and their high prices are opting for used cars. The Indian automobile industry is the tenth largest in the world with an annual production of approximately 2 million units. Indian auto industry, promises to become the major automotive industry in the upcoming years and the industry experts are hopeful that it will touch 10 million units mark. Indian automobile industry is involved in design, development, manufacture, marketing, and sale of motor vehicles. There are a number of global automotive gian giants ts that that are are up upbe beat at abou aboutt the the expa expans nsio ion n plan planss and and coll collab abor orat atio ion n with with domestic companies to produce automobiles in India. The major car manufacturers in India are Maruti Udyog, Hyundai Motors India Ltd., Ltd., Gene General ral Mo Motor torss India India Pvt. Pvt. Ltd., Ltd., Honda Honda Siel Siel Cars Cars India India Ltd., Ltd., Toyot Toyotaa Kirloskar Motor Ltd., Hindustan Motors etc. The two-wheeler manufacturers in India are Honda Motorcycle & Scooter India (Pvt.) Ltd., TVS, Hero Honda, Yamaha, Bajaj, etc. The heavy motors including including buses, trucks, auto rickshaws and multi-utility vehicles are manufactured by Tata-Telco, Eicher Motors, Bajaj, Mahindra and Mahindra, etc.
Quick Facts: •
First Indian to own a car in India was Jamshedji Tata.
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First woman to drive a car in India was Mrs. Suzanne RD Tata.
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The passenger car and motorcycle segment in the Indian auto industry is growing by 8-9 percent.
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Commercial vehicle will grow by 5.2 per cent. 20
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The first automobile in India was rolled in 1897 in Bombay.
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India is a potential emerging auto market.
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Motorcycles contribute 80% of the two-wheeler industry.
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Unlike the USA, the Indian passenger vehicle market is dominated by cars (79%).
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India is the largest two-wheeler manufacturer in the world.
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India's motorcycle segment will grow by 8-9 percent in the coming years. 11.. India 11 India is the fifth fifth large largest st comme commerci rcial al vehic vehicle le manuf manufac actu turer rer in the the world. 12. India has the number one global motorcycle manufacturer. manufacturer. 13. In Asia, India is the fourth largest car market.
The new chapter in the automobile industry is that of used cars. The massive demand of used cars indicates that cars are becoming increasingly popular. Those who can't afford the luxury cars and their high prices are opting for used cars. In today's time, customers are conscious and diligently investing on car dealership. Car buyers are investing heavily a lot of time for both to sell a car and buy car. There's also a number of car websites that have offering detailed information on new car prices, used cars, car reviews, Chevrolet cars, jaguar cars and luxury cars. At present major Indian, European, Korean, Japanese automobile companies are hold ho ldin ing g sign signif ific ican antt mark market et shar shares es.. In comm commer erci cial al vehi vehicl cle, e, Tata Tata Mo Moto tors rs dominates over 60% of the Indian commercial vehicle market. Tata Motors is the largest medium and heavy commercial vehicle manufacturer. Among the two-wheeler segment, including scooters and mopeds- motorcycles have- major share in the market. Hero Honda contributes 50% motorcycles to the market in which Honda holds 46% share in scooter and TVS makes 82% of the mopeds in the country. In the three wheeler industry in India, Piaggio holds
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40% of the market share. Bajaj is the leader by making 68% of the threewheelers. Car manufacturers in India dominate the passenger vehicle market by 79%. Maru Maruti ti Suzu Suzuki ki is the the larg larges estt car car prod produc ucer er in Indi Indiaa and and has has 52 52% % shar sharee in passenger cars and is a complete monopoly in multi purpose vehicles. In utility vehicles Mahindra holds 42% share. Hyundai and Tata Motors is the second and third car producer in India.
Ransom E. Olds. The large-scale, production-line manufacturing of affordable automobiles was debuted by Ransom Olds at his Oldsmobile factory in 1902. This assemb assembly ly line concept was then greatly expanded by Henry Ford in the 1910s. Development of automotive technology was rapid, due in part to the hundreds of small manuf man ufac actur turer erss co comp mpeti eting ng to gai gain n the wor world' ld'ss at atten tentio tion. n. Ke Key y de deve velo lopme pments nts included electric ignition and the electric self-starter (both by Charles Kettering, for the Cadillac Motor Company in 1910-1911), independent suspension, and four-wheel brakes. Although various pistonless rotary engine designs have attempted to compete with the conventional piston and crankshaft design, only Mazda's version of the Wankel engine has had more than very limited success. Since the 1920s, nearly all cars have been mass-produced to meet market needs, so marketing plans have often heavily influenced automobile design. It was Alfred P. Sloan who established the idea of different makes of cars produced by one company, so buyers could "move up" as their fortunes improved. The 22
makes shared parts with one another so larger production volume resulted in lower costs for each price range. For example, in the 1950s, Chevrolet shared hood, doors, roof, and windows with Pontiac; the LaSalle of the 1930s, sold by Cadillac, used cheaper mechanical parts made by the Oldsmobile division.
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Cars by Price Range
Under Rs. 3 Lakhs
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Maruti 800, 800, Alto, Alto, Omni
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Reva
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Rs. 3-5 Lakhs
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Rs. 5-10 Lakhs
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Rs. 10-15 Lakhs
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Rs. 15-30 Lakh
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Ambassador Fiat Palio Hyundai Santro, Santro , Getz Chevrolet Opel Corsa Maruti Zen, Zen, Wagon R , Versa, Versa, Esteem, Esteem, Gypsy Ford Icon & Fiesta Tata Indica, Indica, Indigo XL, XL, Indigo Marina Chevrolet Swing, Optra Magnum, Magnum, Tavera Hyundai Accent, Elantra Mahindra Scorpio Maruti Baleno Toyota Innova Tata Safari Mitsubishi Lancer , Mitsubishi Cedia Honda City ZX Mahindra Bolero Hyundai Sonata Embera
Toyota Corolla Ford Mondeo & Endeavour Chevrolet Forester Skoda Octavia & Combi Honda Civic
Honda CR-V Maruti Suzuki Grand Vitara Terracan & Tucson Mitsubishi Pajero Audi A4 Opel Vectra 24
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Rs. 30-90 Lakhs
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Above Rs. 1 Crore
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Honda Accord Mercedes C Class Toyota Camry Audi A6, A8 & Audi TT BMW X5, 5 Series & 7 Series Mercedes E Class, S Class, SLK, SL & CLS-Class Porsche Boxster, Cayenne, 911 Carrera & Cayman S Toyota Prado Bentley Arnage, Bentley Continental GT & Flying Spur Rolls Royce Phantom Maybach
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The following links gives the complete picture of Indian Auto Industry: The first auto vehicle rolled out in India at the end of 19th century. Today, India is the the 2nd largest tractor and 5th largest commercial vehicle manufacturer in the world. Hero Honda with Automobile History 1.7M motorcycles a year is now the largest motorcycle manufacturer in the world. On the cost front, OEMs eyeing India in a big way to source products and components at significant discounts to home Industry Investment market. On the revenue side, OEMs are active in the booming passenger car market in India.
Industry Growth
Vehicle Production
Auto Export
Auto Companies
The passenger car and motorcycle segment in Indian auto market is growing by 8-9 per cent. The two-wheeler segment will clock 11.5% rise by 2007. Commercial vehicle to grow by 5.2 per cent. India is the 11th largest Passenger Cars producing countries in the world and 4th largest in Heavy Trucks. Maruti Udyog Ltd. is the leading 4-wheelers manufacturer. Hero Honda is the leading 2-wheelers manufacturer. Passenger vehicle exports have grown over five times and twowheeler exports have reached more than double. Exports of auto components, whose manufacturing costs are 30-40 per cent lower than in the West, have grown at 25% a year between 2000 to 2005. Hero Honda is the largest manufacturer of motorcycles. Hyundai Motors India is the second largest player in passenger car market. Tata Motors is the fifth largest medium & heavy commercial vehicle manufacturer in the world.
Know about the number of vehicles registered as Transport or Vehicle Distribution Non-Transport in the Indian states and Union Territories.
Associations
Get all the contact details of Automobile Association of Upper India (AAUI), Automotive Research Association of India (ARAI), Automobile Association of Southern India (AASI), Automotive Component Manufacturers Association of India (ACMA) and more 26
Sales and Service Network
Maruti Suzuki is one of the companies in India which has unparalleled sales and service network. As of 2009 it currently has 681 dealerships across 454 cities. To ensure the vehicles sold by them are serviced properly, Maruti Suzuki has 779 dealer workshops, 1,945 Maruti Authorized Service Stations and 30 Express Service Stations on 30 National Highways across 1,314 cities in India. Service is a major revenue generator of the company. Most of the service stations are managed on franchise basis, where Maruti Suzuki trains the local staff. Other automobile companies have not been able to match this benchmark set by Maruti Suzuki. The Express Service stations help many stranded vehicles on the highways by sending across their repair man to the vehicle.
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Historical timeline •
1909 – Suzuki Loom Works founded in Hamamatsu Hamamatsu,, Shizuoka Prefecture,, by Mr. Michio Suzuki. Prefecture
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1920 – Reorganized, incorporated, and capitalized at 500,000 yen as Suzuki Loom Manufacturing Co. with Michio Suzuki as president president..
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1952 – 'Power Free' motorized bicycle marketed.
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1954 – Company name changed to Suzuki Motor Co.,Ltd.
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1955 – Lightweight car Suzuki car Suzuki Suzulight (360 cc, 2-stroke 2-stroke)) front wheel drive, marketed helping to usher in Japan's light-weight car age.
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1961 – Suzuki Loom Manufacturing Co. established by separating the loom machine division from the motor works and lightweight truck 'Suzulight Carry Carry'' marketed.
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1962 – Suzuki won the 50 cc class championship at the Isle of Man TT
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1963 – U.S. Suzuki Motor Corp., a direct sales subsidiary, opened in Los Angeles.. Angeles
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1965 – 'D55'(5.5 hp, 2-stroke 2-stroke)) outboard motor marketed and makes early inroads and Fronte 800 marketed.
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1967 – Thai Suzuki Motor Co., Ltd. established as a local assembly plant.
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1968 – Carry – Carry full-cab van marketed.
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1970 – LJ-Series – LJ-Series 4X4 marketed.
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1971 – Ts185 Enduro marketed.
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1971 – GT750 motorcycle marketed.
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1973 – Suzuki – Suzuki Canada Ltd., opened in Ontario Ontario,, Canada Canada..
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1974 – P.T. Suzuki Indonesia Manufacturing established in Jakarta Jakarta,, Indonesia,, entry into medical equipment field by marketing the Suzuki Indonesia Motor Chair Z600 motorized wheelchair , expansion into the housing field initiated with Suzuki Home marketing two models of prefab of prefab 'Mini-House' and three types of storage sheds. 28
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1975 – Antonio Suzuki Corp., a joint venture for knockdown production and sales, established in Manila Manila,, the Philippines Philippines..
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1976 – GS-Series – GS-Series motorcycles marketed.
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1977 – LJ80 – LJ80 4x4 vehicle marketed and exports of GS1000H of GS1000H motorcycle began.
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1979 – Alto – Alto marketed.
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1979 – SC100 – SC100 marketed in the UK.
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1980 – Suzuki Australia Pty. Ltd. established in Sydney Sydney,, Australia and entry into general purpose engine field by marketing three electric power generator models. generator models.
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1981 – Business ties with General Motors (U.S.) and Isuzu Motors, Ltd. (Japan) signed.
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1982 – 4X4 – 4X4 production began at PAK Suzuki Motor Co., Ltd. in Karachi Karachi,, Pakistan and won maker championship for 7th consecutive year at the World Road Race Grand Prix 500 .
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1982 – SC100 – SC100 Discontinued in favour of Alto of Alto..
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1983 – Enters into a partnership with Maruti Udyog Ltd. to produce cars in India.
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1983 – Cultus – Cultus//Swift 1.0-liter passenger car marketed and 4X4 production started at Maruti Udyog Ltd. in New in New Delhi, Delhi , India India..
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1984 – Suzuki New Suzuki New Zealand Ltd. established in Wanganui Wanganui,, New Zealand and began export of Chevrolet of Chevrolet Sprint to the United States. States. Car production technical assistance contract signed with China National Aerotechnology Import & Export Beijing Corporation. Operation of Suzuki Motor GmbH Deutschland began in Heppenheim Heppenheim,, Germany Germany..
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1985 – SUZUKI of AMERICA AUTOMOTIVE CORP. established with the introduction of the Samurai Samurai,, and the GSX-R750 motorcycle with an oil-cooled engine marketed and scooter scooter production production started at Avello S.A.
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of Spain of Spain.. Agreement with Santana Motors to produce Suzuki cars in their Linares factory in Andalusia Andalusia,, Spain. •
1986 – American Suzuki Motor Corp. is formed merging U.S. Suzuki Motor Corp and Suzuki of America Automotive Corp.
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1987 – Cultus – Cultus//Swift production began in Colombia and total aggregate car exports reached 2 million units.
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1988 – Escudo – Escudo//Vitara 4x4 marketed and total aggregate car production reached 10 million units..
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1989 – CAMI – CAMI Automotive Inc. established and began operation in Ontario,, Canada Ontario Canada.. Swift GT/GLX and Sidekick Sidekick sales sales begin in the United States.. States
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1990 – Corporate name changed to Suzuki Motor Corporation.
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1991 – Car production started in Korea through technical ties with Daewoo Shipbuilding & Heavy Machinery Ltd and Cappuccino 2-seater marketed.
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1993 – Passenger car production/sales began at Suzuki Egypt S.A.E., opening ceremony for new car production plant held at Magyar Suzuki Corp. in Esztergom Esztergom,, Hungary and Wagon R passenger R passenger car marketed.
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1994 – Maruti – Maruti Udyog Ltd. of India of India total aggregate car production reached 1 million units.
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1995 – Total aggregate motorcycle export reached 20 million units
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1996 – Start of production in Vietnam (Motorcycles and automobiles)
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1997 – Achieved 10 million cumulative automobile sales for overseas market and 4-stroke outboard motors win the Innovation Award at The International Marine Trade Exhibit and Conference (IMTEC) in Chicago Chicago..
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1998 – Suzuki and General Motors form strategic alliance and Chongqing Chang'an Suzuki Automobile Co., Ltd. received official approval from the Chinese government for production of passenger cars. 30
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1999 – Aggregate – Aggregate motorcycle production reaches 40 million units and Jiangxi Changhe Suzuki Automobile Co., Ltd. receives official approval from the Chinese government for production of commercial vehicles.
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2000 – The company commemorates the 80th anniversary anniversary,, aggregate car production at Kosai Plant reaches 10 million units and Suzuki production starts at General Motors de Argentina S.A.
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2001 – Aggregate – Aggregate Launch of Suzuki Liana/Aerio. worldwide sales of SJSeries reaches 2 million units, production of Alto reaches 4 million units and Suzuki achieves "Zero-Level" target of landfill waste
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2002 – Achieved 30 million cumulative automobile sales for worldwide market and America's #1 warranty: 100,000/7-year powertrain limited warranty.
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2003 – Suzuki is #1 in Kei car sales car sales for the 30th consecutive year and Twin,, the first hybrid Kei car in Twin car in Japan Japan,, marketed.
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2004 – Aggregate – Aggregate domestic automobile sales reach 15 million units.
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2005 – Swift – Swift was awarded the 2006 RJC Car of the Year.
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2006 – New XL7 is marketed particularly to the North American market; and GM divested, selling 92.36 million shares and reducing their stake to 3%.
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2008 – Suzuki introduces its first production fuel-injected motocross bike; and GM divested its remaining 3% stake in Suzuki.
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2009 – Suzuki introduces its first production pickup truck called the Equator. Volkswagen AG and Suzuki reach a common understanding to establish a close long-term strategic partnership
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2010 – Volkswagen AG completed the purchase of 19.9% of Suzuki's outstanding shares.
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Maruti Poducts 1. 800 (Launched 1982) 2. Omni (Launched 1984) 3. Gypsy (Launched 1985) 4. WagonR WagonR (Launched (Launched 2001) 5. Alto (Launched 2000) 6. Swift (Launched 2005) 7. Estilo (Launched 2006) 8. SX4 (Launched 2007) 9. Swift DZire (Launched 2008) 10. A-star A-star (Launched (Launched 2008) 11. Ritz (Launched 2009) 12. Eeco (Launched 2010)
Discontinued Car Models
1000 (1990–1994) Zen (1993–2006) Esteem (1994–2008) Baleno (1999–2007) Versa (2001–2010) Grand Vitara XL7 (2003–2007 (2003–2007)) May Launch
Maruti Cervo
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1.Maruti 800 :- It is a city car manufactured car manufactured by Maruti Suzuki in India. It is a
rebadged version of an old model of the Suzuki Alto. Alto. Over 2.5 million Maruti 800's have been sold since its launch in 1984. The same car is sold in Pakistan as the Suzuki Mehran with a much older 1980s era Suzuki SS80 carburetor based engine. The 800 has undergone some minor face lifts but overall it still remains the same as it was in 1984. The car has reported slipping sales in recent times, mainly due to the introduction introduction of the Alto at a comparable price. The car produces approximately 37 bhp (28 kW; 38 PS) of power and runs on 12 inch wheels. Curb weight is 650 kg (1,433 lb) and 4 passengers (including the driver) fit in. Top speed is in the region of 125 km/h (78 mph) and the car is known to deliver fuel economy better than 20 km/l (47 mpg mpg)) on clear clear and plain plain roa roads. ds. Maruti Suzuki had earlier launched a version with a 4 valves per cylinder engin en ginee pr prod oduci ucing ng 45 bh bhp p (34 kW kW;; 46 PS PS)) co coup upled led wit with h a 55-sp spee eed d man manua uall transmission (currently found in the Suzuki Alto) Alto) but discontinued it after a couple of years. The Maruti 800 is still popularly hailed in India as "the smallest car in production" due to its relatively tightly spaced interior. Its main competitor is the cheaper Tata Nano (123,000 compared to 184,641 Rupees Rupees)) which has an 8 percent smaller exterior size and a 23 percent larger interior space. Maruti 800 the first choice for all those who want a 'value for money car' that is little on pocket and big in performance. Maruti 800 is safe, economical and easy to drive car(with a small turning radius of 4.4 m) in congested road conditions. conditions. Since its launch in December 1984, Maruti 800 has gone through various changes in styling, structure and technology. For years Maruti 800 has remained the right opening car for people who look for low cost of ownership and fuel efficiency. It is a car perfectly made for the Indian roads. It goes in any location, be it in town, around town, highways, busy streets, narrow lanes anywhere and everywhere.
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In order to make the car more attractive, new engine has been installed in M800. The M800 E 2 AC has been a major success. Variants, Price and Mileage
The car is available in Standard and A/C versions in metallic and non-metallic colors. It is available in the price range of around Rs 2 lakhs.
Engine
The engince produces approximately 37 bph (28 kW) of power. It consists of 4gear, 4-stroke, and 800 cc water cooled engine having three two-valvescylinders. The pistol displacement is 796cc. Maruti800 has a fuel tank of capacity of 28 liters for petrol.
Safety
Thanks to the presence of specially allocated crumble zone which absorbs the impact of accident, Maruti 800 ensures safe journey. It is equipped with front and rear seat belts to provide more safety.
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2.Maruti Omni :- It is a microvan manufactured by Indian automaker Maruti
Suzuki.. The first version of Maruti Omni had 796 cc engine, same as the Maruti Suzuki 800 city car . This was the second vehicle to be launched by Maruti, one year after the 800, in 1984. Later version of the Omni includes the: •
Omni (E), released in 1996, 796 cc engine, 8 seater capacity vehicle
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Omni XL - 1999, same engine, modified with a higher roof.
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Omni Cargo LPG - 2004, created to answer the growing popularity of this car being used as an inter-city cargo vehicle .[1]
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Omni LPG - 2003, same 796 cc engine, added with a factory fitted LPG Kit, authorised by the Indian RTOs ( Regional Transport Offices). Offices ). This makes it the most economic 4 wheeler in India, as far as the driving costs costs are concerned.
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Omni Ambulance - A Modified E version into an ambulance vehicle. This is the most common type of ambulances found in Indian cities.
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3.Gypsy :- It is manufactured in India by Maruti Suzuki. Suzuki . It was introduced in
the Indian market in 1985 with the 970cc F10A Suzuki engine and was an instant hit in the civilian market as well as with law enforcement. It was codenamed MG410 that stood for Maruti Gypsy 4 cylinder 1.0 litre engine. Initially, it was only available as a soft-top; but a bolt on hardtop was later introd int roduc uced ed to the pu publi blicc aft after er th thee af after termar marke kett ha hard rdtop topss be beca came me ex extre tremel mely y popular. It instantly replaced Premier Padmini as the quintes quintessential sential Indian rally car du duee to it itss pe perf rfor orma manc nce, e, re reli liab abil ilit ity, y, tu tuna nabi bili lity ty an and d th thee go go-a -any nywh wher eree capability. The carburetted F10A engine made 45bhp and was mated to a 4 speed gearbox. The 4WD transfer case had 2 speeds. It had a freewheeling mechanism
[1]
on the front axles made by Aisin to unlock the front axles from
the hub when 4WD is not used; It reduced rolling resistance, thereby improving fuel fu el ef effi fici cien ency cy.. Ho Howe weve ver, r, ma many ny ow owne ners rs of th thee Gy Gyps psy y wh who o co cons nsta tant ntly ly compl co mplain ained ed ab abou outt the po poor or fue fuell co cons nsump umptio tion n ne neve verr kn knew ew ab abou outt th this is no nove vell feature. The two major complaints of the vehicle in the civilian market were poor fuel consumption and poor ride quality especially in the rear seats. The suspension was indeed harsh with live axles and leaf springs all around. It features almost no creature comforts, like power-windows and power-assisted steering.
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4.WagonR 4.Wago nR :- WagonR The Suzuki Wagon R is a kei car first introduced in
Japan in 1993, and is still in production by Suzuki Suzuki.. The R stands for recreation. recreation. It is one of the first cars to use the " tall wagon" wagon" design in which the car is designed to be unusually tall with a short bonnet and almost vertical hatchback and sides in order to maximise cabin space while staying within the kei car dimension restrictions. The Wagon R has been the best-selling kei car in Japan since 2003 and in 2008, Suzuki expected to produce its three-millionth Wagon R. It has been a profitable car for Suzuki even in the International market, mainly since introducing the car in India India.. 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 is available with a 5-speed manual transmission and seats 4 (including the driver) comfortably. The Wagon R's bread-box shape did not immediately cut ice with the Indian cons co nsum umer er an and d th thee ca carr sa saw w sl slow ow sa sale less in init itia iall lly. y. Re Rece cent ntly ly Ne New w ve vers rsio ion n of Wang Wa ngon onR R ha hass be been en la laun unch ched ed wi with th mo more re up upgr grad aded ed fe feat atur ures es.. Weari Wearing ng an innovative and sporty looks Maruti Suzuki Wagon R is enjoying good market position in small car segment. India's leading auto maker Maruti Udyog Ltd (MUL) has designed Wagon R with ample and convertible inner space, finely crafted panels panels and the power of a low friction 64 bhp engine. Available in three variants (LX, LXi, VXi) Wagon R has everything that small car lover looks for.
'Blue Eyed Boy' - The New Wagon R
Marut Marutii has has re-la re-lauc uche hed d its seco second nd best best selli selling ng model model to compe compete te in pres presen entt competitive car market. The new WagonR is roomier with larger cabin space, increased leg-room for all passengers and larger boot. Other major highlighs 37
includes fitment of a new L-shaped front suspension for improved ride comfort, tiltable tiltable steerin steering, g, electric electrical al outside outside rear rear view mirror, mirror, superio superiorr AC for faster faster cooling and tubeless tubeless tyres. Externally, the new Wagon R flaunts a new grill and bigger and sweeping headlamps with blue tint giving it a refreshing new look. The new K10B engine marks the technical advancement and ensures a high mileage of 18.9 kmpl. The new cool colors are bound to get you attracted towards this smart boy of maruti. Available in three variants viz LX, LXI and VXI, this re-loaded new Wagon R can make it to your garage in Rs 3.28 - 4.14 lakhs.
5. Al Alto to::- The Ma Maru ruti ti Al Alto to is th thee In Indi dian an-b -bu uil iltt Su Suzu zuki ki Al Alto to ve vers rsio ion, n,
manufactured by Maruti Suzuki in India India.. It was launched in the local Indian mark ma rket et on Se Sept ptem embe berr 27 27,, 20 2000 00 al alth thou ough gh th thee Al Alto to na name mepl plat atee wa wass ve very ry successfully being used to export the Maruti Zen to Europe from India since around 1994having 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 Ind ia's 's la larg rges estt se selli lling ng ca car r an and d cr cros osse sed d th thee 1 mi mill llio ion n pr prod oduc ucti tion on fi figu gure re in February 2008 becoming the 3rd Maruti model to cross the million mark in India after Maruti after Maruti 800 and Maruti Omni and 4th overall joining Hyundai Santro. Santro . Besides being exported to Europe from 1994-20 1994-2004, 04, it has also been exported to several other countries. In the small hatchback car segment of India, Maruti Suzuki Alto gives 'maximum' comfort and safety features with 'minimum' price tag. tag. Th Thee most most econ econom omic ical al petr petrol ol engi engine ne po powe were red d with with 32 32-b -bit it comp comput uter er tech techno nolo logy gy deli delive vers rs grea greatt ou outp tput ut of 47 bh bhp. p. Avai Availa labl blee with with nu numb mber er of convenient and security features, Maruti Suzuki Alto has become like a hot cake in its segment.
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Maruti Suzuki Alto, is tagged as the Best Selling car of India from last three years. One of the hottest selling compact cars in the Indian market, Alto has an efficient engine system and better mileage. Maruto Alto is targeted at middle class families living in cities because of high fuel economy and affordability. Least maintenance cost and variety of vibrant colours make it true value for money.
The car has high tensile steel side door beams to guard against the front, rear and side collision impact. The looks are tough but accommodating, having more Boot Space than other cars. The AC of the vehicle is ideal for India's tropical climate
6. Swift :- Swift debuted at the Paris Auto Salon in September 2004. This
generation of the Swift marked a significant departure with the previous Cultus based models, with Suzuki re-designing the vehicle as less of a "low price alternative" subcompact and more of a "sporty" subcompact.The Swift's design and driving characteristics focused on the European market with its chassis refined through a road-testing program across Europe. Availablee with 1.3 (92 PS (68 kW; 91 hp)) and 1.5 (102 PS (75 kW; 101 hp)) L Availabl pet petro roll en engi gine nes, s, th thee ne new w Sw Swif iftt is Su Suzu zuki ki's 's ne new w "g "glo loba ball ca car" r",, pr prod oduc uced ed in Hungary,, India Hungary India,, Japan Japan,, Pakistan and by Chang'an in China China.. Maruti Suzuki Swift is rocking the hatchback car segment of India and has become the blockbuster model model since since its laun launch. ch. Swift Swift is cool, cool, stylis stylish h and and dres dresse sed d po powe werfu rfully lly.. Big dimensions, great fuel economy, larger fuel tank capacity, European style looks, eye-catching interiors and above all the support of large Maruti service network, makes Suzuki Swift a thrilling car that has emerged as a tough competition for Hyundai
and
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Tata.
Maruti Suzuki Swift, the car of the year, was launched in May 2005. It is a new kind of compact car with a fresh approach to design and development. The Swift Swift is more more eye-c eye-catc atchi hing ng,, more more spac spacio ious us,, more more refin refined ed and and more more useruserfriendly. It is a whole lot of enjoyable to drive than anything else in the compact-car category. 7.Estilo :- The First Generation MR Wagon is currently sold in India as "Maruti
Suzuki Estilo", where it was known until 2009 as the "Maruti Zen Estilo". This transition has brought about a steady decline in sales for this model though the redesign has brought significant improvement in performance and styling over the car's Japanese variants. The fir first st ge gene nerat ratio ion n mod model el we went nt on sa sale le on Dec Decem embe berr 4, 20 2001 01,, fe featu aturin ring g Suzuki's K6A kei car engine engine,, in either naturally-aspirated (40 kW / 54 hp) or turbocharged (44 kW / 60 hp) versions, available with either front-wh front-wheel eel drive or all-wheel or all-wheel drive. drive . In all versions, the transmission was a 4-speed transmission with column shift. shift. A hydrogen-powered fuel cell vehicle based on the firstgeneration MR Wagon was presented in 2005, using technology co-developed with General Motors. Motors . Maruti Suzuki Zen Estilo is a flamboyant model launched by India's leading auto company Maruti Udyog Limited (MUL) replacing the Zen model. Zen Estilo, with its sporty looks, roomy space, true riding comfort and competitive price tag, would definitely make its style statement in the small car segment in India posing a tough call for other players like Hyundai and Tata.
Estilo is all set to compete against the Hyundai Santro, Tata Indica and possibly possibly can eat into the sales of its own model, the Swift. Maruti Udyog launched the Zen Estilo to cater to a slightly upmarket customers then that of the Maruti 800 had. Estilo is powered by 1.1 l MPFI engine that delievers a power of 64 bhp @ 40
6200 rpm. Zen Estilo wears an aerodynamic body in unique bean shape with stunning body line. Just step inside Zen Estilo which is soft-plush from inside and sleek-dynamic from outside, would shape your world in new dimension of comfort, style and performance. 8.SX4:- SX4 Maruti Suzuki launched SX4 sedan with the 1.6-litre gasoline
engine (without VVT VVT)) in 2007. Currently, the SX4 comes equipped with the 1.6-litre gasoline engine (with VVT VVT). ). Minor cosmetic differences can be seen between the Indian version and others sold elsewhere. For the 2010 model year, SX4 five-door hatchback is available with a 1.6-litre DOHC VVT petrol engine, 2.0-litre DOHC engine and 2.0 litre DDiS engine (16 valve, 135 PS & 320 Nm torque) on the AWD version. The 1.6 litre DOHC VVT engine revised to the new CO2 emission control standards Euro 5 regulations. The engine gets also slight performance increase (from 102 to 107 bhp). (The US-market 2.0 litre engine from 143 to 150 bhp) and lower fuel consumption. The car is offered either a six-speed manual manual,, 4 speed automatic transmission for 1.6 litre engine cars, or CVT automatic transmission with paddle shifters for 2.0 litre I4 engine cars. The 2010 model also gets front (ventilated) and rear (solid) disc brakes, 6 airbags (fr (front ont,, si side de an and d cu curta rtain) in),, Anti Anti-loc -lock k Brak Braking ing Sys System tem (A (ABS) BS),, an and d Electronic Stability Program (ESP), optional in 1.6 litre models. The 2010-model SX4 saw changes to the grille, taillights, instrument cluster, climate controls, and door trim, as well as a restructured cargo hold, and allwheel-drive wheel-dri ve models add new rear skid plates. "Men are back" amongst the cars. Maruti Suzuki SX4-the strong, masculine body outline, generous power of 102 bhp, plush and luxurious interiors with steering mounted controls - are some of the unmatched features in sedan car segment, that the SX4 flaunts. Dressed with 41
contemporary European design styling and the economical and responsive M series petrol engine, driving the Sx4 is like a dream come true.
In an attempt to strengthen its position in the of Sedan cars market, Maruti Udyog Ltd. has launched its premium model bearing name SX4. After Maruti Suzuki Swift, SX4 is the second international model being launched in India. Suzuki SX4, is an A3 segment sedan car, with a perfect combination of style, performance, safety and comfort. There are two versions of Suzuki SX4: Vxi and Zxi that gets power from latest and efficient 1.6-litre M-Series engine delivering impressive 102 BHP of power.
Maruti Suzuki SX4 is packed with strong features like independent suspension system, Anti Lock Braking System (ABS), matching color bumpers, electrically adjustable outside mirrors, fine quality fabric seats, power windows, rear seat center armrest and adjustable head rests in the front and rear seats are few to name for a smooth, comfortable and safe ride.
Having the price tag of between Rs. 6-6.5 Lacs, Maruti Suzuki SX4 will provide tough competition competition to its rivalry models like Ford Fiesta, Hyundai Verna, Honda City, and Indigo XL. A new SportBa SportBack ck model offers a lowered sport-tuned sport-tuned suspension, suspension, body kit, rear spoiler, and also removes the roof rack found on the normal crossover SX4. The 2010 SportBack also includes many standard features otherwise optional.
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9.Swift Dezire:- It is the new entry level sedan from Indian automaker Maruti
Suzuki. Launched on March 26 2008, Maruti Swift DZire is based on the popu popular lar Su Suzu zuki ki Swi Swift ft pla platf tform orm.. The Sw Swift ift DZi DZire re rep replac laces es Ma Marut rutii Suz Suzuk uki’ i’ss popular entry level sedan, Maruti Suzuki Esteem, Esteem , production of which was discontinued in late 2007. Maruti Suzuki has introduced Swift DZire only in the Indian market. Swift DZire is a result of an indigenous project started in 2005 to design a three box notchback version of the Swift Swift.. Some changes have been made to the car’s overall styling to seamlessly integrate the boot. The wheelbase remains the same. The car weighs about 30-35 Kgs more than the Swift hatchback. Few modifications in the rear suspension have been done to cope with the additional weig we ight ht of th thee bo boot ot an and d im impr prov ovee th thee ri ride de qu qual alit ity y fo forr th thee re rear ar pa pass ssen enge gers rs.. Adjustments in the rear seat inclination have been made to improve the rear seat comfort and legroom. The car is pitted against the other entry level sedans in the Indian market, such as the Mahindra Renault Logan and the Tata Indigo. Indigo.
The Swift DZire has become infamous for delivery delays as the number of cars being booked is large. The price of the car and the features offered are very attractive compared to the entry-level sedan competition (in India), resulting in large number of bookings. The diesel version of the Dzire, in particular, had delivery times extending from 4 to 6 months 10.A star :- A-star (Launched 2008) The 7th Generation is known in India as
the Maruti Suzuki Suzuki A-Star, but is als also o kno known wn as the Suzuki Celerio Celerio or Niss Nissan an Pixo in other places worldwide. It was launched in December 2008 by the IndoJapanese auto maker Maruti Suzuki. Suzuki . It is the next generation generation Suzuki Alto and is 43
exported worldwide. It is available in European markets as Nissan Pixo. The car was rolled out to the Indian customers in December 2008 and exports began in April 2009. A-Star means Alto-Star. With a totally new body and engine, Maruti hopes to bring freshness to the Indian car market, of which it already holds a major share. Initial reviews have bee been n po posi siti tive ve.. It ha hass a fr fres esh h ne new w da dash shbo boar ard, d, wi with th a un uniq ique ue pr prot otru rudi ding ng tachometer besides the usual meter cowl (only in the ZXi trim). It is the fourth model after Swift, SX4 and Grand Vitara which has helped Maruti to make stylish cars, something which it was unknown for during older models. Though the drive is comfortable for the front row, rear seating is a little small for taller passengers. The interiors have been reported to be a bit cramped as compared to the Hyundai i10, i10, its closest competitor. It has the new K10B series engine, which Suzuki says is technically highly developed and gives a balance of fuel efficiency and power. The ZXi is the fully loaded version with all the expe ex pecte cted d fe featu atures res lik likee po power wer win windo dows, ws, ce centr ntral al loc lock, k, ABS ABS,, re rear ar wip wiper er,, fog lamps, CD player, airbags etc. Indian car market leader Maruti Suzuki has launched A-Star in the hatchback car segment in which the company holds ruling position with 55% market share. Maruti has unveiled A Star as a next generation model of its another model Alto which is already selling greatly in the segment. Scroll down to know more about the sporty and striking features of all new A Star Car. India's largest automaker Maruti Suzuki India Limited has unveiled its much awaited hatchback car, A Star in the Indian auto market. market . A Star was first showcased in the Indian auto expo in New Delhi, as a concept car and after launch A Star from Maruti would be its fifth car model slated to be exported in the International market as well. Maruti Suzuki A Star, the all new entrant into the hatchback car segment in India, promises to become the most fuel-efficient 44
car in its category with an exceptional mileage of 20 kmpl. The launch of A Star Car, which is the eighth consecutive car launch by Maruti, denotes the key positioning positioning of the market leader in the A2 car segment with 55% market share.
The all new Maruti Suzuki A Star features a sporty-designer looks and equipped with state-of-the-art technology that promises to deliver a wonderful driving experience. A Star houses a brand new KB series 998 cc engine under its hood that delivers 67 PS @ 6200 rpm and an exceptionally good torque of 90 Nm @ 3500 rpms. Being light in weight this engine lowers the vibration or noise and provides more fuel-efficiency in every litre. The A Star has been launched as the next generation model of Alto car car car car and would be built completely at the company's facility at Manesar, Haryana. 11.Ritz:- Ritz (Launched 2009) The Suzuki Splash is a city car introduced in
model year 2008 and jointly developed between Suzuki Motor Corpora Corporation tion and Opel — which will also market their version as the Agila Agila.. It debuted as a concept car at the 2006 Paris Auto Show and the production model debuted at the 2007 Frankfurt Auto Show. Show . The Splash is slotted below the Swift in the lineup, and uses a shortened wheelbase version of its chassis. The car was launched with two petrol engines, a 3 cylinder 1.0 litre and 4 cylinder 1.2 litre Family 0, 0, and a 4 cylinder version of Fiat' Fiat'ss MultiJet diesel engine. Unlike its predecessor, the Wagon R+, the Splash has five seats as standard.
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12.Ecco:- Eeco (Launched 2010) When it comes to performance, the Maruti
Suzuki Eeco is a thrilling surprise. Because under its hood, and in your hands lie unique features and unmatched benefits that add up to giving you a delightful driving experience. Maruti Suzuki Eeco is equipped with a powerful 1200cc BS IV compliant engine that delivers 73 bhp @ 6000 rpm, with a torque of 101Nm @ 3000 rpm. The engine incorporates a range of advanced technologies, and has been tuned for performance at low and mid range speeds with emphasis on fuel efficiency and drivability. The su susp spen ensi sion on sy syste stem m of the Ma Marut rutii Su Suzu zuki ki Eec Eeco o ha hass be been en de desi sign gned ed an and d developed for best-in-class driving comfort, with balanced handling for Indian roads in both plain and rough terrains. For the first time, Maruti Suzuki has introduced Diagonal Shift Assistance (DSA) for smoother gear shifting.
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May Launch Maruti Cervo
India's largest auto manufacturer, Maruti is planning to launch another small car model Maruti Cervo in entry level segment in the Indian auto market. This car is to balane Maruti's market share in loe level segment cats which has been effected due to Tata Nano. Maruti Cervo will be priced in the range of Rs 1.5 to 2 lacs lacs with with ampl amplee feat featur ures es and and perf perfor orma manc ncee para parame mete ters rs to ov over erta take ke the the companys most popular models Maruti 800 and Maruti Alto along with Tata Nano.
Maruti Suzuki Cervo has a sleek and beautiful look in a compact structure. Easy handling in congested traffic and city roads makes it an easy drive. Features like power power stee steerin ring, g, AC as stand standard ard,, bo body dy color colored ed bumpe bumpers, rs,bod body y color colored ed do door or handles and outside mirrors make Maruti Cervo a true value for money. Safety features like ABS and Airbags take Cervo into the category of competitive hatchbacks like Hyundai i10, Chevrolet Spark etc.
47
Special Features of Maruti Suzuki Maruti Insurance
Launched in 2002 Maruti Suzuki 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. Limited. This service started as a benefit or value addition to customers and was able to ramp up easily. By December 2005 they were able to sell more than two million insurance policies since its inception.
You do not have to pay the repair charges to the extent the same is payable by the Insurance Company. Just pay for the compulsory excess and applicable depreciation (both are as per motor tariff) and walk away with the repaired vehicle - Rest is settled directly between the dealer and the Insurance Company.
Its like "Free Roaming" - You get Maruti insurance services across India at all Maruti autho authoriz rized ed deal dealer. er. These These serv service icess incl include ude bu buyin ying g new new po polic licy, y, effe effecti cting ng renew renewals als,, endorsements issuance and claims settlement.
Maruti Insurance ensure a hassle-free and fair claim settlement. Whatever is payable by standards is paid by the Insurance Company. The customer is not forced to bear the undue differential cost of repair/ replacement. All transactions are completely transparent. No hassles of personal involvement or follow up with surveyors/ insurance co. etc. No bothera botheration tion of depositi depositing ng the salvage salvage with insuran insurance ce co. No compromi compromise se on repairrepair48
replacement-parts that need replacement are replaced and not repaired to minimize repair bills.
With Maruti Insurance you don’t compromise on the quality of repairs as you are not force forced d to go to a roads roadsid idee works worksho hop. p. The damag damaged ed vehic vehicles les are repai repaired red at Maru Maruti ti authorized dealer workshops that are equipped with the best facilities and infrastructure. This ensures quality repairs with Maruti Genuine spare parts and trained technicians.
Towing assistance is provided for getting the vehicle to the dealer workshop, in case the vehicle is immobile after accident. This facility is available free of cost upto Rs 1500/-. This limit can be increased at customer preference by paying extra premium at the time of policy issuance.
If you are renewing with Maruti Insurance for the first time, the entitled no claim bonus(NCB) is easily transferred to Maruti Insurance policy at the time of renewal.
The customer does not have to wait for the policy document, which sometimes takes months to get delivered from the Insurance Company. With Maruti Insurance, the policy is issued instantly through the Internet.
Maruti Finance
To promote its bottom line growth, Maruti Suzuki launched Maruti Finance in January 2002. Prior to the start of this service Maruti Suzuki had started two joint ventures Citicorp Maruti and Maruti Countrywide with Citi Group and GE Countrywide respectively to assist its client in securing loan. Maruti Suzuki tied 49
up with with ABN Amro Amro Bank Bank,, HDFC HDFC Bank, Bank, ICICI ICICI Limite Limited, d, Kotak Kotak Mahin Mahindra dra,, Stand Standard ard Charte Chartered red Bank, Bank, and and Sund Sundar aram am to start start this this ventu venture re includ includin ing g its strategic partners in car finance. Again the company entered into a strategic partnership with SBI in March 2003 Since March 2003, Maruti has sold over 12,000 vehicles through SBI-Maruti Finance. SBI-Maruti Finance is currently available in 166 cities across India. Maruti has entered into agreements with several finance institutions to arrange for finance for its customers. Under the program, lucrative financial deals are offered for the customers. The consortium of companies is comprised of State Bank Group, Citicorp Maruti, ICICI Bank, HDFC HDFC Bank Bank,, Kota Kotak k Mahi Mahind ndra ra,, Sund Sundar aram am Fina Financ nce, e, Magm Magmaa Leas Leasin ing g Ltd, Ltd, Cholamandalam Finance and Mahindra & Mahindra Finance Services. Features The interest rates offered by Maruti Finance are 0.25% to 0.5% lower
than
those
available
in
the
market
across
all
credit
profiles.
Maruti Finance offers value added services like extended warranty for the 3rd and 4th years, which can be bundled along with the Maruti Finance loan. Loans for insurance and accessories are built into the EMI's, keeping the whole deal simple and hassle-free.
The customer get all his car needs – Car, Finance, Accessories, all under the same
roof.
Citicorp Maruti Finance The joint venture was set up by Maruti with Citibank
in May 1998. A wide range of flexible and customised financing options at affordable rates are available to prospective customers for buying a Maruti car.
Maruti Countrysid Countrysid GE Capit Capital, al, HDFC HDFC and and Marut Marutii Udyog Udyog Limite Limited d came came
50
together to set up Maruti Countryside in 1995. The entity offers innovative finance schemes for the purchase of Maruti cars.
SBI Maruti Car Loans The country's largest bank and the largest car maker
have joined hands to make car finance affordable. The group offers low interest rates and there is no processing fee or hidden costs. Loan is made available on the basis of the car's on-road price, not ex showroom price. The repayment period is upto seven years. Maruti TrueValue
Maruti True service offered by Maruti Suzuki to its customers. It is a market place for used Maruti Suzuki Vehicles. One can buy, sell or exchange used Maruti Suzuki vehicles with the help of this service in India. As of 2009 there are 315 Maruti True Value outlets. Maruti True Value is India No.1 organized pre-own pre-owned ed car brand brand .True .True Value Value is venture venture of India’s India’s largest largest automobi automobiles les manufacturer “Maruti Suzuki India Ltd”.
Maruti True Value business business expands expands the family of Maruti customers, customers, providing reassurance to existing Maruti customers about resale of their cars and further emphasizes Maruti s Commitment towards enhancing customer satisfaction by continuous association during the vehicle ownership life cycle. No one knows your Maruti car better than Maruti - based on this premise, Maruti chanalises its expertise to ensure that transactions in pre owned cars are trans transpa paren rentt and and fair. fair. Throug Through h that, that, the compa company ny ende endeav avors ors to exten extend d the the relationship and emotional connect that it enjoys with the customer.
True True Value Value has has trans transpar paren entt and and fair fair evalu evaluat ation ion proce process ss,, which which is curre current ntly ly missing in the largely unorganized market for pre-owned cars. Maruti True 51
Value processes and systems ensure that the seller gets the right price and is paid promptly. Under True Value, the seller has the option to be paid in cash, or get a True Value car in exchange or a brand new Maruti Suzuki car in exchange. True Value category cars bought by Maruti True Value dealers are taken to state-ofthe-art workshops. True Value Category cars are refurbished in state of art workshops using Maruti Genuine Parts and by skilled technicians. These cars are then sold through maruti True Value outlets.
As a mark of confidence, and to provide reassurance to customers, every vehicle bought under Maruti True Value is inspected and certified by Maruti Engineers Engineers and the Car carries a one-year warranty and three free services. Convenient finance options are also offered to buyers of Maruti True Value cars.
Accessories
Many of the auto component companies other than Maruti Suzuki started to offer components and accessories that were compatible. This caused a serious threat and loss of revenue to Maruti Suzuki. Maruti Suzuki started a new Maruti uti Gen Genuin uinee Acc Access essori ories es to of init in itia iati tive ve un unde derr th thee br bran and d na name me Mar offe fer r
accessories like alloy wheels, body cover, carpets, door visors, fog lamps, stereo syste sy stems ms,, se seat at co cove vers rs and oth other er ca carr ca care re pro produ ducts cts.. The These se pr prod oduc ucts ts are so sold ld through dealer outlets and authorized service stations throughout India. Maruti Genui Genuine ne Acce Access ssori ories es (MGA) (MGA) is a new new initia initiativ tivee to offer offer yo you u high high qu qual ality ity acce access ssori ories es at compe competit titive ive price prices. s. We follo follow w world world Class Class engin enginee eerin ring g and and design processes to develop each and every item of MGA. Many of these items
52
are imported from Suzuki, Japan. Every MGA item has perfect mechanical and electrical compatibility with the vehicle and offers you unmatched performance.
Company’s welfare activities for the employee:
Medical facilities:
For providing domiciliary treatment treatment to the employe employeee and their dependent a dispensary and a full time doctor is the plant.
Group Accident insurance scheme:
Employee covered under ESI is automatically under the company group accident insurance scheme.
Provision of loans:
Loan can be obtain by member for purpose such as construction of house, marriage etc.
Service Award:
In appreciation of the long term association the company gives service awards as a mark of honour to the employee.
Training Activities:
The company is concerned with personal growth a development of the employee & sponsor for various learning and developmental programme.
Transportation:
There have provision for transportation facility for the employee. 53
TPM:
Tota To tall pr prod oduc ucti tivi vity ty ma main inte tena nanc ncee me mean an to ac achi hiev evee hig igh h le leve vell of pro produ duct ctiv ivit ity y th thro roug ugh h to tota tall pa part rtic icip ipat atio ion n of al alll pe peop ople le in insi side de th thee organization and with them maintain the time service by developing self managing in the people a practice.
Economic development:
The programmed enables people below the poverty line in these adopted villages to earn their livelihood by involving them in activities that generates income.
Infrastructure Development
The Company is actively involve in the community development of the villages by providing infrastructure facilities such as housing, sanitation, road, drainage, shelter, medical center and natural resource management.
Network at Maruti
Maruti Suzuki India has one of the largest sales and service network in India spanning 454 cities and comprising of 681 dealers. Maruti Suzuki is making its domestic sales network stronger day by day to reach out to its growing number of customers in each and every part of the country. Most of the Marut Marutii deale dealersh rship ip all equip equippe ped d with with 3S facil faciliti ities es,, which which means means that that sale sales, s, service and spares facility are offered under one roof. CHENNAI, Team Maruti, 54
comprising company’s top officials, have a job at hand. To target cities and marke markets ts where where the the compa company ny has has no nott go gott its du duee shar share, e, and and stren strength gthen en its presence.
To achieve that, the company has been encouraging its existing dealers to open new outlets. And it doesn’t seem to be a tough job to accomplish considering that MUL had rolled out new initiatives like finance, insurance and TrueValue (used car business) car business) through its dealers.
“Our “Our new new initi initiati ative vess and and new new bu busin sines esse sess have have start started ed beari bearing ng fruit fruit and and it (dealership) has turned out to be a much bigger business that merely selling cars,” cars,” said Jagdish Khattar, MD, Maruti. Several of the company’s dealers have invested Rs 4-8 crore on new dealership outlets. And in the next three months, the company expects to add at least 20 more outlets this way. The company targ target eted ed nine nine citi cities es,, incl includ udin ing g Mu Mumb mbai ai and and Bang Bangal alor ore, e, to stre streng ngth then en its its presence.
“If they are not prospering from the business, they will not be keen to make such huge additional investments,” investments,” Mr Khattar pointed out. “We are really now focusing on states where we are not getting our due share,” he said. The company particularly targeted nine cities, including Mumbai and Bangalore, across the country to strengthen its presence.
In addition, it also resorted to “price rationalisation” for its models in places like South India. For instance, if the company had brought down the prices of a few of its models last year in south, it has again given a 7% reduction in price over and above the 7% excise duty cut “to get better volumes” from the South this 55
year.
The results are already there. While the company’s ‘B’ segment cars — Zen, Alto and Wagon R grew by 9-10% in the first 11 months of the current fiscal, the growth of these models in the south were much higher at 14% for Zen, 79% for Alto and 55% for Wagon R.
The focus focus is also also sprea spreadin ding g the the ‘True ‘TrueVal Value ue’’ used used car car netwo network rk acros acrosss the the country. While the network will be 50-outlet strong by the end of the month, it will be 100 by the end of this year. “The objective is to cover more cities through TrueValue than the new car outlets of our nearest competitor,” Mr Khattar asserted. Kinji Saito, director (marketing and sales), MUL said that there there are are more more bu buyer yerss (waiti (waiting ng to bu buy y used used cars through through TrueValu TrueValue) e) than selle sellers. rs. “We “We need need to enthu enthuse se them them throu through gh exch exchang angee or cust custome omerr loya loyalty lty programme and help them to upgrade,” Mr Khattar added.
Four-wheeler dealers more satisfied compared to two-wheeler dealers
According to the findings of the 2004 Dealer Satisfaction Study released by market information provider - TNS, Honda Motorcycle & Scooters (HMSI) and Honda Siel Cars (HSCI) rank highest in dealer satisfaction satisfaction with their principals in the Two and Four-Wheeler industry segments, respectively.
The study represents the responses of 1238 dealers (which included 846 twowheeler dealers and 392 four wheeler dealers) on the key areas of product, management managem ent relationship, profit & margin, order & deliver delivery, y, sales & marketing 56
activities, after-sales & parts support, warranty, sales representatives, after-sales repr re pres esen enta tati tive ves, s, an and d tr trai aini ning ng su supp ppor ort. t. De Depe pend ndin ing g on th thee re resp spon onde dent nt's 's conven con venienc ience, e, a comb combina ination tion of face face-to-to-face face,, tele telephon phonic, ic, or self self-com -comple pletion tion interviews were conducted for this study. Over 150 cities including metros, mini metros, state capitals, and other smaller towns were covered for the study. The study was fielded from October 2004 through December 2004. The 2004 Dealer Satisfaction Satisfaction Study is the second in the series by TNS specia specialist list division, TNS Automotive.
In co contr ntras ast, t, the fou four-w r-whe heele elerr ma manu nufac factur turer erss do a rem remar arka kabl blee job in al almos mostt doubling their 'partner' dealers in 2004. Honda Siel has significantly increased the proportion of "Partners" from 38% in 2002 to 70% this year. Also of significance is the drop in 'uninvolved' dealers - from 34% in 2002 to 22% this year at the overall level. The challenge for the manufacturers lies in converting the 'hostage' dealers into 'partners', 'partners', since, at 28%, they form a very large section of the dissatisfied dealer community. A well developed transport network indicates a well developed economy. For rapid rapid develop development ment a well-dev well-develop eloped ed and well-kni well-knitt transpo transportat rtation ion system system is esse essenti ntial. al. As India India's 's trans transpo port rt netwo network rk is deve develop loping ing at a fast fast pace pace,, India Indian n Automobile Industry is growing too. Also, the Automobile industry has strong backward and forward linkages and hence provides employment to a large section of the population. Thus the role of Automobile Industry cannot be overlooked in Indian Economy. All kinds of vehicles are produced by the Automobile Automobile Industry. The automobile industry in India—the tenth largest in the world with an annual production of approximately approximately 2 million units—is expected to become one of the major global automotive industries in the coming years. A number of domestic companies produce automobiles in India and the growing presence of multinational investment, too, has led to an increase in overall growth growth.. Follo Followin wing g the the econ economi omicc refo reforms rms of 19 1991 91 the the Indi Indian an autom automoti otive ve 57
indu indust stry ry has has demo demons nstr trat ated ed sust sustai aine ned d grow growth th as a resu result lt of incr increa ease sed d competit competitive ivenes nesss and relaxed relaxed restric restriction tions. s. India India Automobi Automobile le Industr Industry y include includess the manufa manufact cture ure of truc trucks ks,, bu buse ses, s, pass passen enge gerr cars cars,, defen defence ce vehic vehicles les,, twotwowheelers, etc. The industry can be broadly divided into the Car manufacturing, two-wheeler manufacturing and heavy vehicle manufacturing units. The small car market in India is increasing by leaps and bounds. The indigenous market for small cars now occupies a substantial share of around 70% of the annual car production in India of about one million. The main players in the car market like Tata Motors and Maruti Udyog are fiercely competitive and more or less all the automobile companies in India that have forayed into the production of small cars are trying to out-do each other in terms of design, innovation, pricing, and technology, in order to gain control of the small car market in India. The biggest players in the Indian small car market are engaging in a healthy competition, which has intensified since the Indian government decided to boost the small car sector. In this regard, a reduction in the excise duties has been thought of. Even the engine capacities are expected to be raised to 1500cc. The new small cars in India cars may even be fueled by gasoline and diesel in the future. With all these facilities, it has been estimated estimated that the indigenous indigenous car market is going to move beyond the 3.5 million mark very soon.
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Competitor Detail
So many inferences to be drawn from these stats that if I put something, someone would howl as to why I have missed something else. Still, some very quick observations: 1.Distinct slowdown in 2007-08 (FY2008).
2. Maruti’s share has remained the most consistent across 2003-08: 46-47%. Over the same period, Hyundai down marginally, and so is Tata.
3. Pt.2 needs to be combined with the fact that growth during last 5 years has been higher in bigger segment (cars and MUVs). That means +for Honda and Toyota; and growth limitation on Maruti, Hyundai, and Tata.
4.That still leaves a lot of room for these 3: the Indian market will still retain a small car one (with a gradual shift upwards). The small, compact, and Omni share of total domestic sales has remained at around 65% for last few years.
5. The bigger segment is growing fast but still very low % of total. That should change in the next decade.
6. Hyundai has dominated exports. That is a +for the country. On the other hand, no one has found success in exporting bigger cars. They may export to fellow LDCs (Bangladesh, etc) but not to competitive markets of US, Europe, and Japan. Could that change soon? Not soon, though people are trying. As of 59
now, only M&M and Tata have some plans, but those involve a radical quality improvement, which will not happen tomorrow (liability laws have made them very cautious). Toyota and Honda have the products, but then they also have factories worldwide. Possibly India could be used as a regional hub. Suzuki exports small cars, and its big cars do not sell much anywhere.
7. High growth for One month or quarter or even a year do not make a successful company, as Fiat and GM have found it (have data prior to 2002 also). Even the 3-year growth can be misleading (when read in isolation). Refer only Skoda. It was anyway growing at a good rate but selling around 1000 prior to Fabia. Now it sells 1900-2000. That means a 100% growth. Similarly for Logan/M&M; Spark/GM.
8. Most important for survival (as any business would be aware) is profits. No profits and selling at a loss soon leads to extinction. The really good profitable years were till FY2007. From 2003-07, although steel, aluminium, plastics prices all increased; higher volumes enabled healthy growth in profits and returns. That has changed in 2007-08 with higher costs continuing, but volume growth slowing down. For comparison, I am posting the operating margin and return on networth for major companies which have publicly available financial results for FY2007 (first figure is margin and second is return): Maruti: 13.5%, 25.4%; margins increasing FY2004-07 Tata: 10.5%, 30.9%; stable margins HM: operating losses from 2003-04 onwards Hyundai: 8.3%, 20.4%; declining margins from 2001-02 onwards, though margins have been stable during 2005-07. Honda: 11.2%, 30.8%, stable margins M&M: 8%, 33.3%; stable margins
.
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Four – Wheeler
As in the two-wheeler segment, manufacturer related aspects are critical "Moti "M otiva vator tors" s" wh where ere pe perfo rforma rmance nce is be below low av aver erage age.. Se Segme gment nt lea leade der, r, Honda Siel has scored above average average in 'Concern for dealer profitability'. profitability'. This clearly brings out the importance of these attributes with respect to the overall satisfaction.
Thee Th
impa im pact ct of 'E 'Eff ffec ecti tive vene ness ss of bra rand nd/p /pro rodu duct ct po posi siti tion onin ing' g' on
commitme comm itment nt is rel relativ atively ely lowe lowerr amon among g 4-wh 4-wheel eeler er dea dealers lers.. 4-wh 4-wheel eeler er manufacturers are also delivering as per their dealer expectations on this aspect.
'Fair settlement of warranty claims' & 'Communication to dealer in case of delay', which were hygiene areas for 2-wheeler dealers have moved to the motivator segment for 4-wheeler dealers.
'Sales & service training support' has a greater impact on commitment among 4-wheeler dealers as compared, to 2-wheeler dealers.
A well developed transport network indicates a well developed economy. For rapid rapid develop development ment a well-dev well-develop eloped ed and well-kni well-knitt transpo transportat rtation ion system system is esse essenti ntial. al. As India India's 's trans transpo port rt netwo network rk is deve develop loping ing at a fast fast pace pace,, India Indian n Automobile Industry is growing too. Also, the Automobile industry has strong backward and forward linkages and hence provides employment to a large section of the population. Thus the role of Automobile Industry cannot be overlooked in Indian Economy. All kinds of vehicles are produced by the Automobile Automobile Industry. The automobile industry in India—the tenth largest in the world with an annual production of approximately approximately 2 million units—is expected to become one of the major global automotive industries in the coming years. A number of domestic companies produce automobiles in India and the growing presence of multinational investment, too, has led to an increase in overall 61
growth growth.. Follo Followin wing g the the econ economi omicc refo reforms rms of 19 1991 91 the the Indi Indian an autom automoti otive ve indu indust stry ry has has demo demons nstr trat ated ed sust sustai aine ned d grow growth th as a resu result lt of incr increa ease sed d competit competitive ivenes nesss and relaxed relaxed restric restriction tions. s. India India Automobi Automobile le Industr Industry y include includess the manufa manufact cture ure of truc trucks ks,, bu buse ses, s, pass passen enge gerr cars cars,, defen defence ce vehic vehicles les,, twotwowheelers, etc. The industry can be broadly divided into the Car manufacturing, two-wheeler manufacturing and heavy vehicle manufacturing units. The major Car manufacturers are, 1 2 3 4
1. Hindustan Motors
5
2. Maruti Udyog,
6
3. Fiat India Private Ltd
7
4. Ford India Ltd
8
5. General Motors India Pvt. Ltd
9
6. Honda Siel Cars India Ltd
10
7. Hyundai Motors India Ltd
11
8. Skoda India Private Ltd
12
9. To Toyota Ki Kirloskar Mo Motor Lt Ltd
13 14
The two-wheeler manufacturing is dominated by companies like TVS,
Honda Motorcycle & Scooter India (Pvt.) Ltd., Hero Honda, Yamaha, Bajaj, etc. The heavy motors like buses, trucks, defense vehicles, auto rickshaws and other multi-utility vehicles are manufactured by Tata-Telco, Ashok Leyland, Eicher Motors, Bajaj, Mahindra and Mahindra,etc. Following India‘s growing openness, 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. 62
15 Small Car Market in India 16
The small small car car marke markett in Indi Indiaa is increasing by leaps and bounds. The
indigenous market for small cars now occupies a substantial share of around 70% of the annual car production in India of about one million. The main players in the car market like Tata Motors and Maruti Udyog are fiercely competitive and more or less all the automobile companies in India that have forayed into the production of small cars are trying to out-do each other in terms of design, innovation, pricing, and technology, in order to gain control of the small car market in India. The biggest players in the Indian small car market are enga engagin ging g in a healt healthy hy comp competi etitio tion, n, which which has has inten intensi sifie fied d sinc sincee the the India Indian n government decided to boost the small car sector. In this regard, a reduction in the excise duties has been thought of. Even the engine capacities are expected to be raised to 1500cc. The new small cars in India cars may even be fueled by gasoline and diesel in the future. With all these facilities, it has been estimated that the indigenous car market is going to move beyond the 3.5 million mark very soon.
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Part : II Project Overview
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CONSUMER BEHAVIOUR
Our society is a land of diversity. We see diversity at all level exist among consumers, among nation, culture, food and taste among marketers and even among consumers behavior theoretically perspective. However, despite prevailing diversity in our society. The ter term m co cons nsume umers rs be beha havi vior or ref refer erss to th thee be beha havio viorr th that at co cons nsume umers rs display in searching for purchasing, using, evaluating a disposing of product and an d se servi rvice ce tha thatt the they y ex expe pect ct wil willl sa satis tisfy fy the their ir ne need eds. s. To stu study dy co cons nsum umers ers behavior to spend their available resource to understand and predict behavior in the market place, it also promote understanding of the role that consumption play in the lines of individuals. Consumer behaviour study include the study what they buy, why they buy it, when they buy, where they buy it, how often they buy it and how often they use it. Consumer research takes place at every phases of the consumption proc proces ess, s, be befo fore re th thee pu purch rchas ase, e, du durin ring g the pu purch rchas asee an and d af after ter the pu purch rchas ase, e, cons co nsum umer er be beha havi viou ourr re rese sear arch ch go goes es fa farr be beyo yond nd th thes esee fa fact ctss of co cons nsum umer er behaviour and considered the uses of consumers make of the good they buy and their subsequent evaluation. Consumer behaviour is inter disciplinary, that it is based on concept and theor the ories ies ab abou outt pe peop ople le tha thatt ha have ve be been en in invo volv lved ed by sc scie ienti ntist st in su such ch div diver erse se disciplines as psychology, sociology, social psychology, cultural anthropology and economics. Cons Co nsum umer er be beha havi viou ourr ha hass be been en an in inte tegr gral al pa part rt of st stra rate tegi gicc ma mark rket et planning. plannin g. The belief that ethics and social responsibility responsibility should also be Integral component of every marketing decision is a revised market concept. The term consumer is often used to describe two different kinds of consuming entitles the personal consumer and the organizational consumers. The personal consumers buys goods and service for his/her own use for the 65
organizational encompasses for profit and non profit business, govt. agencies and institution all of which must buy product, equipment and service in order to run their organization.
Introduction to buying motives Consumer Consumer or buyer is the central figure of all
marketing activities. It is the consumer who determines the growth, prosperity and even existence of a business enterprise. Hence the marketer should always feel the pulse of customers. In order to understand the pulse of the customers, the marketer needs to understand fully the working of buyers mind. It helps him to plan his production and distribution to suit to the needs and convenience of customers‘ .It also helps him to plan suitable marketing strategies. Thus it is very very esse essent ntial ial for for ever every y marke markete terr to kn know ow his custo customer merss bu buyin ying g motiv motives es.. Buying motives Motive is a strong feeling, instinct, desire or emotion that makes a person to do something. When a motive makes a person to buy a product, then it becomes a buying motive. Thus buying motive means the influe influenc ncee and and cons conside iderat ration ionss which which makes makes a custo customer mer to bu buy y a parti particu cular lar product. According to D.J.Duncan, ―buying motives are those influences or considerations which provide the impulse to buy, induce action or determine choice choice in the purchas purchasee of goods and servic services es ‖. Buying motives motives are mainly mainly two types, manifest motives and latent motives. Manifest motives are those motives which are known to the customer and also ready to admit them.
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Consumer Behaviour: Turning to the Web and New C2C Tools
Consumers Consume rs today have a multitude of sources from which to gather information information during the vehicle buying process, but the Internet tops the list. The web has bec becom omee a st stan anda dard rd re reso sour urce ce in th thee sh shop oppi ping ng pr proc oces esss fo forr ei eigh ghtt ou outt of 10 consumers when researching car purchases. However, the way they use it is chan ch angin ging. g. As the web mat mature ures, s, ve vehic hicle le bu buye yers rs are vi visit sitin ing g few fewer er si sites tes an and d focus foc ussi sing ng mo more re on man manuf ufac actur turer er an and d C2 C2C C we webs bsite itess an and d les lesss on thi third rd-pa -party rty information sites and independent e-tailer sties.
Manufacturer Sites a Key Information Source
Just two years ago, information websites were identified as the number one information source by web users responding to the Cars Online survey (tied with family and friends and manufacturer specific dealer), named by 55% of consumers. This year, they dropped to the number four source, named by 41% of web users. In comparison, manufacturer sites are now the top source for consumers who use the web when researching vehicles, named by 70% of respondents. Two years ago manufacturer sites held the number three position, named by 43% of web users. The use of dealer websites has remained steady, with about half of web users turning to these sites.
Key Factors in Vehicle Choice
When it comes to making their final decision about which vehicle to buy, consumers focus on factors such as reliability, safety, price and fuel economy. At the bottom of the list are cash-back incentives, named by fewer than half of consumers. The importance of incentives as a deciding factor has declined for the past several years, indicating that consumers today seem less interested in 67
gimmicks when it comes to their car purchases. Where consumers are in the buying cycle can make a difference in how they rank the factors that influence their vehicle choice. For example, additional warranty coverage is important to consumers who are furthest away from the point of purchase; it was named by 69% of respondents who were 13 to 18 months from purchase. However, the number declines as consumers get closer to actually buying the car: 55% of respondents who were within three months of purchase said extra warranty coverage coverage was important. important. This reflects the fact that consumers consumers will narrow down the factors that really matter to them as they get closer to the point of purchase. Demographic factors such as age and gender accounted for some variances. For example, older consumers tend to put more emphasis on reliability and safety than do younger respondents. Those in the 50-plus age group were also more conc concer erne ned d with with envi enviro ronm nmen enta tall issu issues es and and fuel fuel econ econom omy. y. Th Thee yo youn unge gest st respondents were most likely to rate the ability to research information on the Internet as an important factor in their vehicle decision. Women tend to rate most of the factors as more important than do men. The difference was most pronou pronounce nced d for cash-ba cash-back ck incenti incentives, ves, low financi financing, ng, safety, safety, environ environment mental al issues, fuel economy and additional warranty coverage.
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Going ‘Green’: Fuel Efficiency Takes Centre Stage
Fuel Fuel effic efficie ienc ncy y and and envi environ ronmen menta tall issu issues es have have moved moved to the foref forefron rontt in cons consum umer ers’ s’ mind mindss and and in auto automo moti tive ve indu indust stry ry foru forums ms than thanks ks to fact factor orss including global warming, fluctuating gasoline prices, and proposed legislation to increase fuel efficiency and reduce CO2 emissions. This growing interest in so-called green vehicles was evident in this year’s Cars Online research.
More than one-quarter of respondents said they currently own or lease a fuelefficient vehicle while almost half said they are planning to buy or thinking seriously about buying a fuel-efficient vehicle. Not surprisingly, the numbers for alternative-fuel vehicles were lower. Just 2% of respondents currently own an alternative-fuel vehicle and 11% are planning to buy or thinking seriously abou aboutt bu buyi ying ng on one. e. Th Thee most most comm common on type type of alte altern rnat ativ ivee-fu fuel el vehi vehicl clee represented in the survey were gas/ electric hybrids, named by about half of current alternative-fuel car owners.
Biod Biodie iese sell vehi vehicl cles es were were the the seco second nd most most comm common on,, name named d by 15 15%. %. Th Thee alternative-fuel alternative-fuel market remains in transition and it’s still too early to tell how it will ultimately shake out, although sales are expected to continue to grow. For example, J.D. Power and Associates predicts that U.S. sales of hybrid vehicles will increase by 35% in 2007, compared with 2006.
Current ownership of fuel-efficient and alternative-fuel vehicles tended to be quite consistent across gender and age groups, although the oldest consumers were were some somewh what at more more like likely ly to be seri seriou ousl sly y thin thinki king ng abou aboutt bu buyi ying ng an alternative-fuel car.
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CONSUMER BUYING vs. ORGANIZATIONAL BUYING Final (or ultimate) consumers purchase for: •
personal,
•
family, or
•
household use
Organizational consumers purchase for: •
further production,
•
usage in operating the organization, and/or
•
resale to other consumers
Consumer Buying Behavior
The decision processes and acts of final household consumers associated with eval evalua uati ting ng,, bu buyi ying ng,, cons consum umin ing, g, and and disc discar ardi ding ng prod produc ucts ts for for pers person onal al consumption Consider the purchase an automobile. You generally will not consider different options until some event triggers a need, such as a problem needing potentially expensive repair. Once this need has put you "on the market", you begin to ask your friends for recommendations regarding dealerships and car models. After visiting several dealerships, you test drive several models and finally decide on a particular model. After picking up your new car, you have doubts on the way home, wondering if you can afford the monthly payments, but then begin to wonder if instead you should have purchased a more expensive but potentially more reliable model. Over the next five years, the car has several unexpected breakdowns that lead you to want to purchase a different brand, but you have been very happy with the services of the local dealership and decide to again purchase your next car there. 70
In this particular case, the following generic model of consumer decision making appears to hold: =====>need recognition =====>information search =====>evaluation of alternatives =====>purchase decision =====>postpurchase behavior
Now consider the purchase of a quart of orange juice. You purchase this product when you do your grocery shopping once per week. You have a favorite brand of orange juice and usually do your grocery shopping at the same store. When you buy orange juice, you always go to the same place in the store to pick it up, and never notice what other brands are on the shelf or what are the prices of other brands. How is it that the generic model above works differently in this second scenario? Why does it work differently? Why would we generally need the ministrations of a sales person in the sale of a car, but we generally do not need the help of a salesperson in the purchase of orange juice? How can the marketer of orange juice get a consumer like you to exert more effort into information search or to consider consider alternative products? How is it that the marketer of your brand got you to ignore alternative competing brands? What What is the invol involve vemen mentt of sale salesp speo eople ple in sales sales promotions promotions that might be associated with products such as orange juice? Consumer behavior researchers are not so interested in studying the validity of the the abov abovee gene generi ricc mode model, l, bu butt are are more more inte intere rest sted ed in vari variou ouss fact factor orss that that influence how such a model might work.
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GROUP INFLUENCES ON CONSUMER BEHAVIOR Culture
the set of basic values, beliefs, norms, and associated associated behaviors that are learned by a member of society Note that culture is something that is learned and that it has a relatively long lasting effect on the behaviors of an individual. As an example of cultural influences, consider how the salesperson in an appliance store in the U.S. must react to different couples who are considering the purchase of a refrigerator. In some some subc subcul ultur tures es,, the hu husb sban and d will will play play a do domin minan antt role role in the pu purch rchas asee decision; in others, the wife will play a more dominant role. Social Class
A grou group p of indiv individu iduals als with with simil similar ar socia sociall rank, rank, base based d on such such facto factors rs as occupation, education, and wealth Reference Groups
Groups, often temporary, that affect a person's values, attitude, or behaviors •
E.g., your behaviors around colleagues at work or friends at school are probably different from your behaviors around your parents, no matter your yo ur age age or stag stagee in the the fami family ly life life cycl cycle. e. If yo you u were were a used used car car salesperson, how might you respond differently to a nineteen year old prospect accompanied by her boyfriend from one accompanied by two girlfriends?
•
Opinion leader
A person within a reference group who exerts influence on others because of special skills, knowledge, personality, etc. 72
o
You might ask the webmaster at work for an opinion about a particular software application. Software manufacturers often give away free beta copies of software to potential opinion leaders with the hope that they will in turn influence many others to purchase the product.
•
Family
A group of people related by blood, marriage, or other socially approved relationship ENVIRONMENTAL / SITUATIONAL INFLUENCES ON CONSUMER BEHAVIOR
Circumstances, time, location, etc. Do you like grapes? Do you like peas? You might like grapes as a snack after lunch, but probably not as a dessert dessert after a fancy meal in a restaurant. restaurant. You might like peas, but probably not as a topping on your pancakes. Everyday situations cause an interaction between various factors which influence our behaviors. If you work for tips (a form of incentive related to commission) as a waiter or waitress, you must certainly be aware of such interactions which can increase or decrease your sales. If you are doing your Saturday grocery shopping and are looking for orange juice, you are probably much more sensitive to price than if you stop at the quick store late at night, when you are tired and cranky, after a late meeting at the office office.. A pros prospe pect ct shop shoppi ping ng for for a new new autom automobi obile le while while deba debatin ting g the wisdom of a necessary expensive repair to his car might be more interested in what cars are on the lot than in shopping for the best deal that might involve a special order.
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INTERNAL INFLUENCES ON CONSUMER BEHAVIOR Personality
A person's distinguishing psychological characteristics that lead to relatively consistent and lasting responses to stimuli in the environment We are are each each un uniq ique ue as indi indivi vidu dual als, s, and and we each each resp respon ond d diff differ eren entl tly y as consumers. For example, some people are "optimizers" who will keep shopping until they are certain that they have found the best price for a particular item, while other people are "satisficers" who will stop shopping when they believe that they have found something that is "good enough." If you are a salesperson in a reta retail il shoe shoe stor store, e, ho how w migh mightt yo you u work work diff differ eren entl tly y with with thes thesee two two personalities? Lifestyle and Psychographics •
lifestyle is a pattern of living expressed through a person's activities,
interests, and opinions •
psychographics is a technique for measuring personality and lifestyles to
developing lifestyle classifications.
Motivation: Multiple motives
Consumers usually have multiple motives for particular behaviors. These can be a combination of: •
manifest
known to the person and freely admitted •
latent
unknown to the person or the person is very reluctant to admit 74
Note: different motives can lead to the same behavior; observing behavior is not sufficient to determine motives. TYPES OF CONSUMER PROBLEM-SOLVING PROCESSES Routinized •
used when buying frequently purchased, low cost items
•
used when little search/decision effort is needed
•
e.g., buying a quart of orange juice once per week
Limited Problem Solving •
used when products are occasionally purchased
•
used used when when info inform rmat atio ion n is need needed ed abou aboutt an un unfa fami mili liar ar prod produc uctt in a familiar product category.
Extended problem solving •
used when product is unfamiliar, expensive, or infrequently purchased
•
e.g., buying a new car once every five years
Under what sorts of conditions would the assistance of a salesperson be needed? Not needed?
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POST-PURCHASE CONSUMER BEHAVIOR Satisfaction
After the sale, the buyer will likely feel either satisfied or dissatisfied. If the buyer beleives that s/he received more in the exchange than what was paid, s/he might feel satisfied. If s/he believes believes that s/he received less in the exchange exchange than what was paid, then s/he might feel dissatisfied. Dissatisfied buyers are not likely to return as customers and are not likely to send friends, relatives, and acquaintences. They are also more likely to be unhappy or even abusive when the product requires post-sale servicing, servicing, as when an automobile needs warranty maintenance. Cognitive dissonance
It has to do with the doubt that a person has about the wisdom of a recent purchase It is very common for people to experience some anxiety after the purchase of a product that is very expensive or that will require a long term commitment. Jane and Fred, for example, signed a one year lease on an apartment, committing themselves to payments of $1500 per month. A week later, they are wondering if they should have instead leased a smaller $900 apartment in a more rough part of town; they are not sure if they really can afford this much of a monthly oblig ob ligati ation on.. Dick Dick and and Sally, Sally, on the the other other hand hand,, ultima ultimatel tely y rente rented d the $9 $900 00 apartment, and now are wondering if the savings in rent will be offset by noisy and sometimes unsafe conditions in this neighborhood. Perhaps neither couple would be experiencing this anxiety if their landlords had given them just the smallest of assurances that they had made a good decision. Afte Afterr a clos closee on prod produc ucts ts that that are are expe expens nsiv ivee or that that requ requir iree a long long term term 76
commitment, the salesperson should provide the prospect with some reasons to be happy with the decision. Allow the car buyer to reinforce her own positive feelings by calling her a week after the purchase to ask how things are going. Call the new life insurance policy holder after two months to see if there are any questions; a lack of questions can only help the buyer to convince himself that he did the right thing. The four-wheeler Market is even expanding and ever changing showing new trends. Almost every day, we get to know about the launch of new model by different company Sales. Their market strategy and also their selling policy. Butt as th Bu thee co comp mpet etit ito ors ge gets ts in inte tens nsif ifie ied d be betw twee een n th thee do dome mest stic ic an and d th thee multinational brands. The company producing better product enjoy the benefit.
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Objectives
Tezpur is the most developed town in north bank and gateway to Arunachal Pradesh and to capture this market and establish themselves as a leader is the prime aim of all the companies so as to have an psychological impact on the people and to have an edge over other four wheeler companies were not doing great business in This region from the very beginning. It was so because the prices of the product were high and the customer were not fully aware of proper advertisement facility, which is key factor in influencing a consumer. Earlier Maruti product was almost enjoying the monopoly market but now Hyundai and TATA entered the market with various promotional schemes and changing the market scenario.
Nowadays with the advent of financial scheme by the commercial Bank and Hire purchase companies, the four-wheeler company has been given new dimension. dimensio n. But with the introduction of new models, the greater market opened up for all the motorcar companies, which ultimately led to a stiff competition between the brands.
Today Tod ay all the co compa mpani nies es na namel mely y Hy Hyun unda dai, i, Toy Toyot ota, a, Hyu Hyund ndai, ai, TAT TATA, A, Skoda, Chevrolet, Ford, Mahindra etc. are trying to grab the market. Maruti is enjoying good reputation in motorcar segment in Tezpur market for its after sales service. service. According According to research, research, Maruti is the largest car manufactur manufacturee in India.
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1. To study their satisfactio satisfaction n level of custome customers rs of different different cars availab available le in Tezpur. 2. To study the importan importance ce of various various attribute attribute which effect effect the purchasin purchasing g decision of customers in regard of cars. 3. To study study the awarene awareness ss level of different different cars cars in Tezpur. 4. To study the importa importance nce of dealer dealer and their influenc influencee in marketing/ marketing/sale sale for cars in Tezpur. 5. To study study consu consumers mers buyi buying ng behav behaviour iours. s. 6. To fin find d ou outt the expec expecta tatio tion n of th thee ex exis istin ting g po poss sses essin sing g an and d pro prosp spec ectiv tivee customers of the company. 7. To study study the impa impact ct of media media on on the cust customer omers. s. 8. To study the satisfa satisfactio ction n level of the customers customers on overall overall performa performance nce and after sale service of their existing cars. 9. To study differe different nt promotion promotional al scheme scheme they expect expect for purchas purchasing ing a new car.
Various segments of Maruti are:
The entire model is being used in Tezpur, Maruti Maruti Motor is trying to reach every nook and corner of the North East, it has dealers and sub-dealers in every par partt of th thee No Nort rth h Ea East ster ern n In Indi dia. a. Th Thee se serv rvic icee pr prov ovid ided ed by th them em ar aree qu quit itee satisfactory to the consumers, which has helped them to achieve good reputation in the market. The fou four-w r-whe heel eler er co compa mpani nies es ha have ve di divid vided ed th thee mar marke kett in into to va vario rious us segments, which have helped them to meet the demand more easily. Suppose, the customer who demand a unique stylish car, for them Maruti has produced SX4, Grand Vitara which is considered as one of the most extraordinary car in the market.
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Maruti Udyog Limited (MUL) was established in February 1981, though the actual production commenced in 1983 with the Maruti 800, based on the Suzuki Alto kei car which at the time was the only modern car available in India, its' only competitors- the Hindustan Ambassador and Premier Padmini were both around 25 years out of date at that point. Through 2004, Maruti Suzuki has produced over 5 Million vehicles. Maruti Suzukis are sold in India and vari various ous sev several eral othe otherr cou countri ntries, es, dep depend ending ing upo upon n exp export ort orde orders. rs. Mod Models els similar to Maruti Suzukis (but not manufactured by Maruti Udyog) are sold by Suzuki Motor Corporation and manufactured in Pakistan and other South other South Asian countries. Today Maruti is coming up with various sales promotion works to induce more sales in the city. They also spend a good lot of money in advertisement like TV advertisements, Hoarding, Banner etc. This help to in increase the sales of the product.
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METHODOLOGY
Prelim limina inary ry Sur Survey vey:: - The pr (1) Pre proje oject ct stu study dy was und under ertak taken en ge gene nera rall
discussion and informal interview with the customer both possessing and pro prosp spec ecti tive ve.. Th Thee ob obje ject ctiv ivee we were re se sett ma main inly ly to ga gain in an id idea ea ab abou outt consumers buying behaviors of cars.
(2) Data Collection: - The data were collected from primary sources. The
prima primary ry da data ta wer weree col collec lecte ted d fro from m the cu custo stome merr bo both th po poss sses essin sing g an and d prospective. Surveying method through personal or direct interviews with the help of questionnaire-designed specification for the purpose did this.
(3) Questionnaire Design:- Primary data was collected through well framed
questionnaire. The questionnaire had two parts, one part for possessing customers and other part for prospective customer. Question was framed keeping mind. The various information required as per the objectives. Each question was directed towards getting information regarding Maruti as well as othe otherr comp competit etitors. ors. The que questio stionnai nnaire re con contain tained ed bot both h open ended end ed and clos closee end ended ed ques question tion.. Also que questio stion n with mult multiple iple-cho -choice ice answers, degree of importance scale etc. were included. All effort were made to that the questionnaire was simple and precise and also adequate care was taken about the language, structure and format of questionnaires.
(4) Sample Size: The sample was selected on the basis of simple random
sampling. A total 50 customer surveyed where 44 were processing and 6 were prospective customers.
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The total sample size in segmented under the following zones:
Zones:
1. Is Isum um Mo Moto tors rs.. 2. Ma Main in Roa Road, d, Tez Tezpu pur. r. 3. M.D. D.Ro Roaad. 4. Vari Various ous busine business ss establ establishm ishment entss in Tezpur. Tezpur.
(5) Analysis: The data collected from the customer were analysed using
different standard statistical tools and techniques each of the question were analyzed to find out the purchasing behaviour of different cars with reference to Maruti motors.
(6) Scope: The scope of the project is define by the objective of the study it
self. If the study was basically for the fulfillment at its objectives. This means that scope of this project study is restricted to consumers buying behaviours of Maruti cars among the other brand in the market. Scope of this project is also restricted to the area of field survey in Tezpur. The study does not include any other area like finance personnel product etc.
(7) Limitations: With many point the study of this project suffered from
many limitation also, likewise as the sample is low I cannot analyze many respondent, as the survey may also suffer from bais results.
(8) Recommendation: Recommendation were made or the based of finding
drawn from the project analysis.
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(9) Conclusion: Conclusion were made on the finding and analysis of the
survey.
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ANALYSIS OF THE QUESTIONNAIRE
As the consumers play a key role in the today’s market; their preferences, attitude and perceptions are of utmost value to the marketers keeping all the objectives of the study in mind and to give a proper dimension to the study undertaken, a comprehensive consumer survey was undertaken with the aid of a well-framed questionnaire. The detail of the findings have been fragmented as:
Demographic profile segment: The analysis on demographic profile has been
done on the basis of Age group, Occupation and Monthly income:
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Q. No 3. Occupation Considered
This question was put forwarded to extract a profile factor of the respondent. Thee pr Th prim imee ob obje ject ctiv ivee of th this is qu ques esti tion on wa wass to kn know ow th thee oc occu cupa pati tion on of th thee respondent. Though this it can be analysed that which segment of people have like for which brands. This question helped to extract the background of the customers owning and not owning cars.
Table No. 1.1 Occupation Service Business Students Others
Percentage 30% 40% 20% 10%
People 15 20 10 5
Diagram 1.1
From the responses obtained, it was found that the most of the Businessman seemed to score high followed by service holder in possession of cars.
Q. No 4. AGE GROUP
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The age group, which is one of the important roles in the buying behaviour of the customer, was extracted through this question. It was attempted to cover most of the age groups in various slabs. Table No. 1.2 Age groups 20-25 26-30 31-35 36-40 Above 40 years
Percentage 2% 8% 24% 40% 26%
Diagram 1.2
Age Group
The responses revealed that maximum number of car possessed by respondents in the age group of 36 – 40. Age group above 40 years followed it. The least was found to be in the age group of 20-25 years.
Q. No 5. INCOME PROFILE OF THE RESPONDENTS
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Since the income of a respondent is also important in making decision to buy a car, therefore, this question was framed to extract their level of income. The slabs of income considered for the purpose were ranging from Rs.15,000/(minimum) and above Rs.45,000/-. Table No. 1.3 Income slab Rs.15,000 – Rs.25,000/Rs.25,000 – Rs.35,000/Rs.35,000 – Rs.45,000/Above Rs.45,000/-
Percentage 44% 30% 18% 8%
Diagram 1.3
Income-wisedistribution distributionof respondents Above Rs.45,000/0/ 8% Rs.35,000– Rs.45,000/ 18%
Rs.15,000– Rs.25,000/44%
Rs.25,000– Rs.35,000/30%
Out of the total respondents, most of them were found to be in the income slab of Rs.15,000 – Rs.25,000/- followed by respondents in the age group of Rs.25,000 – Rs.35,000/-.
Q.NO. 6. AWARENESS ON BRANDS OF CARS
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The respondents in response to this question revealed the awareness about the existing brands of cars in the market. To reveal it, they were given options of various brands that are playing in the market of Tezpur.
Table No. 1.4 Brands Hyundai Maruti Chevrolet Toyota Skoda Ford TATA Mahindra
Percentage 100% 100% 76% 100% 70% 100% 100% 100%
Diagram 1.4 Brandawarenessof Respondents 120% 100% 80% 60% 40% P t r n g c 20% a e 0%
100%
100%
100% 76%
100%
100%
100%
70%
Brands
It is seemed that almost every brand is well aware by thr respondent. Q. No. 7. MEDIA OF AWARENESS
An endeavor was made to know the source of information or the awareness of different brands of existing cars in the market of Tezpur, to the customers. To respond to this query, respondents were opted with various sources of media. Table No. 1.5 Media Newspapers
Percentage 82%
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Magazines T.V. Advertisement Trade Fairs Friends Family Members Others
64% 100% 20% 80% 64% 46%
Diagram 1.5 Awareness Media
120% 100% 80%
100% 82%
80% 64%
64%
60%
46%
40%
20%
20%
t P e r c 0% n a g
Media
Of th thee di diff ffer eren entt me medi dia, a, TV Ad Adve vert rtis isem emen entt ra rank nked ed to top p in cr crea eati ting ng br bran and d awareness among the perceptual mindset of the customers, which in turn effects the buying behaviour of a customer.
Q. No. 8. Do You Own a Car Car
Ownership of car was the chief extraction of this question. To this question only 88% of the respondents were found positive whereas the remaining 12% were not in possession of a car of their own. Table No. 1.6 Media Yes No
Percentage 88% 12%
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Diagram 1.6
Possessionof cars No 12%
Yes
No
Yes 88%
The question revealed that, of the 50 respondents only 44 of them owns a car whereas rest 6 do not possess car.
PART A
Questions of Part A were targeted to those respondents who own a car. These questions were put forwarded to know the brand of possessed by them, attributes they look for, payment patterns etc. The deliberation of each questions are discussed below separately below:
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Q No. 1. Most of the brands of cars existing in the market of Tezpur were
given to choose from by the respondents. Accordingly, respondents made their responses favoring mostly for Maruti followed by Hyundai. Table 2.1 Brands Hyundai Fiat Maruti Chevrolet Toyota TATA Mahindra Skoda Ford
Percentage 27.27% 0% 40.90% 4.5% 0% 20.45% 4.5% 0% 2.27%
Diagram 2.1 Brandsof carspossessedbythe respondent 45.00% 40.00% 35.00% 30.00% 25.00% 20.00% 15.00% 10.00% P t r n g c5.00% a e 0.00%
40.90% 27.27% 20.45%
4.50% 0%
4.50% 0%
0%
Brands
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2.27%
Q.No. 2. This question was attempted to extract the factors, which plays a
major role in the buying behaviour of the customers. It was attempted to cover most of the factors to make this extract more effective and productive. Table No. 2.2 Sl. No. a) b) c) d) e) f) g) h) i)
Attributes Price Financial assistance / credit facility Fuel efficiency Style / looks Comfort and convenience Durability Brand image Advertising After sales service
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Very Important 39 40 44 35 38 37 20 6 44
Important
Not so important
5 4 5 6 6 18 19
4 1 6 19
In response to this question, as revealed by respondents, the attribute “ fuel top p fo folllo lowe wed d by “ financial efficiency ” a n d “ aft after er sal sales es se serv rvice ice” ranked to assistance Diagram2.2
Q. No. 3. A major factor “ Influence”, which induces a person to buy
anything (herein referred to as car) was revealed by the respondents through their response to this question. Table No. 2.3 Source of Influence Self Family Friends Colleague Others Don’t own a car
Percentage 48% 28% 10% 2% 0% 12% Diagram No. 2.3
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From the responses obtained, it is found that self-motivation is the major role in purchasing a car. Of the 50 considered respondents
Q. No. 4
The price factor and payment mode also plays a pivotal role in the
buying behaviour of a customer. Respondents, being customers to respective companies, also looks for the most convenient mode of payment. Therefore, this question was designed to know their preferred mode of payment. In response to this query with four different options like (a) Cash (b) Bank finance (c) Private finance (d) Others, respondents numbering 21 opted to go for Bank Finance, for the purpose of low and reducing balancing method of charging interest, whereas 19 respondents opted to go for private finance for their lesser paper work despite interest being flat. Of the rest 1 opted for cash and remaining 3 opted for other modes of purchase. Table No.2.4 Options
No of respondents
94
Cash
1
Bank finance
21
Private finance
19
Others
3 Diagram 2.4
Noof respondentspreferri preferringtheir modesof payment 1 3
Cash 19
21
Bank finance Private finance Others
Q. No. 5 This question was designed to know the overall performances that
were being experienced by the respondents from their cars. Also, an open-ended part in question was offered to reveal the exact kind of problem that they have experienced from their cars. 80% of respondents were satisfied with the overall performance of the car whereas remaining 20% were partially or were not satisfied with their car’s performance. Table No. 2.5 Options
Percentage
Yes
8 0%
No
2 0%
Diagram No. 2.5
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Q. No. 6 Another major factor playing the role in decisio decision n making of buying or
buying behaviour of respondents was “After sales service”. So, this question was de desi sign gned ed to kn know ow the satisfa satisfacti ction on le leve vell on the after Sa Sales les se servi rvice ce of respe res pect ctive ive br bran ands ds,, re rece ceive ived d by the re resp spond onden ents ts,, whi which ch in ot othe herr wor words ds ar aree considered as the customers of respective brands. Table No. 2.6 Options Yes No
Percentage 100% 0% Diagram No. 2.6
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Q. No. 7 This question was designed to know the next option, if any respondent
is willing to go for a new one. To this query, 27.27% respondents were willing to go for latest model of cars whereas the remaining were happy to be contended with what they have. Table No. 2.7 Options Yes No
Percentage 27.27% 82.73% Diagram No. 2.7
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Q. No.8 In terms of technical feature expectation of the respondents, it was
found that all the technical feature are expected by the customers.
Table No. 2.8 Technical features
Sl. No.
No
Yes
1.
High engine power
100%
0%
2.
High fuel efficiency
95%
5%
3.
Brakes
100%
0%
4.
Tyres & Wheels
80%
20%
5.
Power Steering
98%
2%
6.
Suspension
100%
0%
98
7.
Power window
80%
20%
Diagram 2.8
Q.No.9. This question was targeted to extract if they recommend Maruti to
other oth ers. s. To th this is re resp spon onse se 10 re resp spon onde dent ntss ou outt 12 (po (poss sses essi sing ng Ma Marut rutii brands of cars) are recommending whereas remaining 2 are not doing so. Table No. 2.9 Options Yes No
No of respondents 10 2 Diagram No. 2.9
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PART – B
This part was intended for those respondents who were not possession of a four-wheeler car. To this part only 6 respondents responded. Q.No.1 The never-ending choosy human beings were asked to extract their
preference of brands when they go for their new car. To this question only two respondents preferred to go for Hyundai brand of cars whereas 3 opted for Maruti and remaining 1 opted for TATA. Table No. 3.1 Brands
No of respondents
100
Hyundai Fiat Maruti Chevrolet Toyota TATA Mahindra Skoda Ford
2 0 3 0 0 1 0 0 0 Diagram 3.1
Q.NO.2 To know the specific model of cars that the respondents would like to
go for in near future are presented herein below in tabular form. The responses were obtained in the form of an open-ended response. Table No. 3.2 Models Hyundai’s Santro l Maruti’s Wagon R Maruti’s 800 TATA’s Indica
No of respondents 2 1 2 1 Diagram No. 3.2
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Model preferred preferredbyrespondents 2.5 2
2
2 1.5
N t o r p e n s
1
1
1 0.5 0 Hyundai’s Santro l Maruti’s Maruti’s Wag Wagon R
Maruti’s Maruti’s 800 800
TAT TATA’s Indica Indica
Models
Q. No.3: This question was attempted to extract the factors, which plays a
major role in the buying behaviour behaviour of the custome customers. rs. All the factors were found to be important for the respondents.
Table No. – 3.3 Sl. No. a) b) c) d) e) f) g)
Attributes Price Financial assistance / credit facility Fuel efficiency Style / looks Comfort and convenience Durability Brand image 102
Very Important Not so Important important 6 6 6 6 6 6 6
h) i)
Advertising After sales service
6 6 Diagram 3.3
Q. No. 4: The price factor and payment mode also plays a pivotal role in the
buying behaviour of a customer. Respondents, being customers to respective companies, also looks for the most convenient mode of payment. Therefore, this question was designed to know their preferred mode of payment. In response to this query with four different options like (a) Cash (b) Bank finance (c) Private finance (d) Others, Out of a total of six respondents, one respondent preferred cash, two respondents preferred Bank finance and three respondents preferred private finance. Table No. 3.4 Options
No of respondents
Cash
1
Bank finance
2
Private finance
3
Others
0 103
Modeoffi finance 3.5 3 2.5 2 1.5 1 0.5 0
3 2 1 0 Cash
Bank fin finance
Priv rivate finance
Others
Diagram – 3.4
Q. No. – 5 : This question was framed to know about the respondents interest
on the various promotional schemes, and was found that out of 6 respondents 100% were interested for the different promotional schemes which is shown in the following table. Table – 3.5 (a) Options Yes No
No of respondents 6 0 Table 3.5 (b)
Sl.No. 1 2 3
Scheme Price discount Exchange offer Free gift
Very
Important
Not so so im important
Important 6 ---
-4 3
-2 3
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4 5
Installment facility Interest free
4 6
2 --
---
installments Diagram No. 3.5 (b)
CONCLUSION
Since Indian Automobile market is continuously in the prowl of surging as a major car manufacturer, people are purchasing car as there is increase of income of common people as well as change in tastes and preferences of consumers. It is important for the car manufacturers and car dealers to be able to understand the different factors affecting the extent in car purchasing behaviour. People are more conscious about the on spot information provided about various cars who serv serves es acco accord rdin ing g to the the need needss and and want wantss of the the cust custom omer er.. Th Thee type type of technology used and the wider reach of the service stations also affect the most on car purchasing decision. While government obligations and various policies like import duties, custom exemptions is seen as second most affecting driver of purchase of cars. Factor 3 includes family needs; brand image; income level; special family programs/events like Anniversary, Birthday; insurance facility; credit card acceptance; car accessories affects customers car purchase decision causing a variance of 3.080.This shows that importance of family decisions, 105
special occasions occasions in family and the various various services services provided provided by car dealers. dealers. include includess install installment ment payment payment facility facility;; location location of the car dealer dealer shop; shop; looks; availability of service station showing customers accessibility to the service provided. provided. Factor 5 shows the impact of various promotional promotional activities and extra care taken by car dealers. Factors 6 shows the impact of suggestion provided by family members and peers as well as price and after sales service provided. inclu include dess the infra infrast struc ructur tural al bene benefit fitss of the shop shop and and the the varie variety ty of cars cars it stores .The last but not the least ones shows the impact of factors of technical specifications of the car and the festive season offers This study was conducted to find out the consumer buying behaviour of motorcars in special reference to thee Ma th Maru ruti ti br bran and d in Te Tezp zpur ur.. Th Thee fi find ndin ings gs an and d an anal alys ysis is re reve veal aled ed ma many ny advantages as well as disadvantages for the Maruti India Pvt Ltd. Though the Maruti is the faster growing company and leading in the market facing a stiff competition from Hyundai and Tata motors in the Tezpur. It has been observed that Maruti adopted many promotional strategies and company’s marketing channel is also satisfactory. Now a days people are most aware about after sales service. The dealers also al so ex expe pect ct Ma Maru ruti ti ha hass ov over er co come me th this is pr prob oble lem m an and d fa faci cili liti ties es sh shou ould ld be improved for meeting the after sales service requirement effectively. The maj major ority ity of cus custom tomer erss ex expe pect ct lo loan an or in insta stallm llmen entt fac facili ilitie ties. s. The Maruti has joined hand with State Bank Of India and many private bank to promote this facilities. As most of the existing and prospective customers adults, Maruti should introduces stylish Motor cars which compete its competitors product.
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But Maruti to meet the expectations of new generation people who are the prospect, or customers has recently introduce Ritz, SX4, WagonR hoping to fulfill the demand of the new generation. As this study was conducted for educational purpose with the aim to give nece ne cess ssary ary in infor format matio ion n to th thee or orga ganiz nizat ation ion,, any mis mista take ke by the res resea earch rcher erss should be overlooked considering his inexperience in the field of marketing research.
LIMITATION
The study suffers from many limitations of this report are enumerated as the following:
Firstly, being the whole project dependent on primary data, the study has gained vulnerability.
Secondly, the survey was restricted only 50 respondents in whole Tezpur and as such may not be true representative of the entire Tezpur.
Thirdly, the major constrain was the time factor, as the study have to be finished within the stipulated time period.
Fourthly, lack of interest and unenthusiastic response may have allowed biasness to creep this report.
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Finally, lack of conclusions, which have been drawn, are subject to criticism at any stages of its analysis and presentation. This report may not provide the best possible market scenario and the efforts can always be made to have this project report more effective and useful.
RECOMMENDATIONS
Based
on
the
findings
drawn
from
the
project’s
analysis,
certain
recommendation need to be made as regards to the future course of action Marut Ma rutii Ind India ia Pvt Awareness
of
Ltd., Ltd ., which which can go a lo long ng way in improvi improving ng the Brand Brand the
Company
in
the
Motorcars
market.
The
main
recommendations are:
1. Maruti should should continue continue with with its range range of innovati innovative ve products. products. At the same time try to add value to its existing products so that it can cater to the present day requirements. As the study reveals that majority of customers are aged 20 – 40 years the needs and wants should be kept in mind while designing new products.
2. There should be proper synchroniza synchronization tion between order placed placed an delivery. The distribution channel should be enhanced and the models should be readily available in the market.
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3. As the buyi buying ng decision decision of the buye buyerr has influenc influenced ed by hims himself, elf, company company should target them through demonstration and advertisement.
4. As the market for the financial financial institutio institutions ns are inc increas reasing, ing, the com company pany should target them through demonstration and advertisement.
5. Fac Facilit ilities ies should should be pro provide vide to the dealers dealers so that they can extend extend them to the customers while purchasing this brand.
6. Increas Increasee in sales promotion budgets budgets to develop a point of purchase purchase display and to participate to a greater extent in Trade shows and similar kind of shows and this will motivate the non-users to try out the products.
7. The company company can sponsor sponsor loca locall cult cultura urall prog programm rammes es like Bihu festival festival of Assam holding Bihu competition at least once in a year and for attracting the youth it may sponsor sports events also.
8. The company can make charitable charitable donation donation to different organizations. organizations. It can extend their helping hand to the people hotted by natural havoc like flood, draught, earthquake etc. to win the hearts of the mass people which will build a good image of the Company among them.
9. As the market for the financial financial institutio institutions ns are inc increas reasing, ing, the com company pany should come up with various schemes, which will induce them to influence the customer for the product. This includes offering various gifts, packages and financial incentives like higher commission as compared to other fourwheeler companies.
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10.. In 10 Ince cent ntiv ives es an and d fi fina nanc ncia iall be bene nefi fits ts pr prov ovid ided ed to th thee de deal aler erss sh shou ould ld be maximized to maintain their level of satisfaction and motivation.
Annexure
Bibiology
Name of the Author/Publisher
Year of Publication
Name of the Books
1. Kotler Philip
Eighth Edition (1994)
Marketing Management
Thirteenth
Modern Marketing
Edition(2003) Second Edition (1990)
Principle and Practices Research Methodology
2. RSN Pillai Bhagavathi
3 C.R. Kothari
Websites:-
http://www.wikipedia.org http://www.marutisuzuki.com http://www.google.com
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Questionnaire Respected sir/madam, I am Management (MBA) student at Sikkim Manipal University. I have been assigned a project in the context of which I am conducting a study on “Customer’s buying Behavior” on Maruti Car in Tezpur, I would like to request you kindly to spare a few minutes for answering some questions. Your answers will be kept strictly confidential and will be used for academic purpose only. 1.Name of the respondent:……………………………………………………… 2. Address: ………………………………………… Phone no: ……………… 3. Occupation: (a ( a) Service
(b) Business
(c) Students
(d) Others
4. Age group. (a) 20 to 25 years
(b) 26 to 30 years
(d) 36 to 40 years
(e) above 40 years.
5. Monthly income: (a) Rs. 15,0 15,000 00 to 25,0 25,000/00/(b) Rs 25,000 25,000 to 35,00 35,000/0/(c) Rs. 35,0 35,000 00 to 45,0 45,000/00/(d) Above Above 45,000/ 45,000/-111
(c) 31 to 35 years
6. What are the different brands of cars you are aware of? (a) Hyundai
(b) Maruti
(c) Chevrolet
(d) Toyota
(e ) Skoda
(f) Ford
(g) TATA
(h) Mahindra
7. How did you aware of different brands of cars? (a) News papers
(b) Magazines
(c) T.V. add
(d) Trade fairs
(e) Friends
(f) Family members
(g) others please specify………………………………………………..
8. Do you own a car? (a) Yes
(b) No.
If yes please respond to Part A. If no please respond to Part B.
PART A
(1) Which Brand Brand of cars do you you posses posses ? (a) Hundai
(b) Fiat
(c) Maruti
(d) Chevrolet
(e) Toyota.
(f) TATA
(g) Mahindra.
(h) Skoda
(i) Ford
(2) How important important were the following following attributes attributes before you decide to buy the existing existing car? Sl. Attributes Very Important Not so No. a) b) b) c) d) e)
Important Price Fina Financ ncia iall ass assis ista tanc ncee / cre credi ditt fac facil ilit ity y Fuel efficiency Style / looks Comfort an and co convenience 112
important
f) g) h) i) j)
Durability Brand image Advertising After sales service Millage
(3) Who influence your decision in purchasing cars? (a) Self
(b) Family
(c) Friends
(d) colleague
(e) Others.
(f) Don’t own a car
4) What was your mode of payment while purchasing the car ? (a) Cash
(b) Bank finance
(c) Private finance
(d) Others
Please Specify ………………………………………………………….
5) Are you satisfied with the overall performance of your existing car? (a) Yes
(b) No
If No, Kindly specify the problem …………………………………………………… ………………………………………………………………………………………… 6) Are you satisfied with the after sales service of your car ? (a) Yes
(b) No
If No, Kindly specify the problem …………………………………………………… ………………………………………………………………………………………… 7) Are you planning to purchase a latest model of car ? (a) Yes
(b) No
If Yes, Kindly specify the Brand ……………………………………………………
8) Which of the following technical features do you accept from your new car that dose not exist in the old car? Sl. No. 1.
Technical features High engine power 113
Yes
No
2. 3. 4. 5. 6. 7.
High fuel efficiency Breaks Tyres & Wheels Power Steering Suspension Power window
9) For the possessing customers of Hyundai cars, do you recommend others to purchase Hyundai cars? (a)
Yes
(b)
No .
PART B 1) Which brand of cars would you like to purchase in near future? (a) Hyundai
(b) Fiat
(c) Maruti
(d) Chevrolet
(e) Toyota.
(f) TATA
(g) Mahindra.
(h) Skoda
(i) Ford
2) Which model model of cars would would you like to purchase in in near future future ? Model Name ………………………………………………………
3) Please indicate indicate relative relative importance importance of the the following following factors, factors, which which you will consider before purchasing your new car? Sl. No. a) b) c) d) e) f)
Attributes
Very Important
Price Financial assistance / credit facility Fuel efficiency Style / looks Comfort and convenience Durability 114
Important
Not so important
g) h) i)
Brand image Advertising After sales service
4) What mode of finance will you prefer for purchasing a new car ? (a) Cash
(b) Bank finance
(c) Private finance
(d) Others
5) Do you want avail avail any promotional promotional scheme scheme while while purchasing purchasing the new car ? (a)
Yes
(b)
No
If yes please indicate the relative importance of the following promotional scheme. (Please put a tick in each row) Sl No. a) b) c) d) e)
Scheme
Ve r y important
Important
No t s o important
Price discount Exchange offer Free gift Installment fa facility Interest free installment
Thanking you,
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