CHAPTER INTRODUCTION TO ORGANIZATION

JAMKASH VEHICLEADES
Jamkash vehicleades and highland are the two major dealership organizations of maruti in Jammu & Kashmir. its an authorized service station of maruti.It was around 22 years back when it started its journey at B.C.Road.it is a large group with six Maruti authorize dealerships and seven dealer workshops and extension counters over J&K, Punjab and H.P. Jamkash is located 11 kms away from the city in Jammu. The various locations are as under: 1. Pathankot vehicleades (p) ltd.pathankot (Punjab). 2. J&k vehicleades (p) ltd., udhampur (j&k). 3. Jamkash vehicleades (p) ltd., Srinagar with its dealers workshop at Baramulla. 4. Jamkash vehicleades (p) ltd., Jammu with its dealers workshop at B.C. road Jammu. 5. Kangra vehicleades at nagrota bhawan (H.P). 6. AAA vehicleades, New Delhi. 7. Extension counters: Rajouri/ Poonch, R.S.pura (j&k) Betala, Fethe garh churian, Gurdaspur (Punjab), Chamba (H.P). 8. Maruti Driving School, Jammu & one is coming up in Srinagar. All the dealer workshops are equipped with the most modern machines and best possible customer care facilities. Jamkash has proved its excellence by winning so many awards. Following are the awards won by jamkash vehicleades: 2 Best Performance schemes. Excellence in spare parts highest MGA off take per vehicle (>6000). Best Market share top city category-C. Excellence in Service Lowest Customer complaints/10000 serviced & lowest resolution time. Best all round performance.

Best performance in W/R sales. Best Exchange Performance. Best service marketing works managers meet (North 2). Outstanding performance in institutional sales. Dealer spares off take 4 crores-6 crores. (Top 2 growth dealers). All model sales award winner D category. Most consistent efforts in rural marketing. All India winners. All India best HR practices winner category B. Best market share award top category C. Star award for service & repair. Highest MGA off take per vehicle. Best W/R & Sales performance. Best government sales. Highest MGA off take per vehicle (>3000vehicles). Mr.G.S.Bawa Mgr. Sales has won the best Sales Manager Award2007-08 N-II&HAS BEEN PROMOTED TO AGM Sales.

All India winners in most consistent efforts in rural marketing. Recently won 8 awards by Maruti Suzuki India ltd. In a dealers conference held at Bancock.

Apart from the awards the administration is also contributing a lot in companys excellence. The Managing Director is Mr.Dervinder Rana who is taking care of jamkash as well as Take one, which is a media network& the General Manager is Col. RATTAN SINGH (Retd.), who is taking care of entire business in Jammu region.

INTRODUCTION TO COMPANY PROFILE

MARUTI SUZUKI INDIA LTD.

Vision The leader in the India Automobile Industry, Creating Customer Delight and Shareholders Wealth; A pride of IndiaWe must be an internationally competitive company in terms of our products and services. We must retain our leadership in India and should also aspire to be among the global players.

Mission To provide a wide range of modern, high quality fuel efficient vehicles in order to meet the need of different customers, both in domestic and export markets. To provide maximum value for money to their customers through continuous improvement of products and services.

Maruti Suzuki India limited (MARUTI SUZUKI INDIA LIMITED) was established in Feb 1981 through an Act of Parliament, to meet the growing demand of a personal mode of transport caused by the lack of an efficient public transport system. It was established with the objectives of - modernizing the Indian automobile industry, producing fuel efficient vehicles to conserve scarce resources and producing indigenous utility cars for the growing needs of the Indian population. A license and a Joint Venture agreement were signed with the Suzuki Motor Company of Japan in Oct 1983, by which Suzuki acquired 26% of the equity and agreed to provide the latest technology as well as Japanese
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management practices. Suzuki was preferred for the joint venture because of its track record in manufacturing and selling small cars all over the world. There was an option in the agreement to raise Suzukis equity to 40%, which it exercised in 1987. Five years later, in 1992, Suzuki further increased its equity to 50% turning Maruti into a non-government organization managed on the lines of Japanese management practices.

Maruti created history by going into production in a record 13 months. Maruti is the highest volume car manufacturer in Asia, outside Japan and Korea, having produced over 5 million vehicles by May 2005. Maruti is one of the most successful automobile joint ventures, and has made profits every year since inception till 2000-01. In 2000-01, although Maruti generated operating profits on an income of Rs 92.5 billion, high depreciation on new model launches resulted in a book loss.

HISTORY OF MARUTI
In 1970, Sanjay Gandhi the son of Indira Gandhi envisioned the manufacture of an indigenous , cost effective , low maintenance compact car for the Indian
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middle class . Indira Gandhis cabinet passed a unanimous resolution for the development and production of a peoples car. Sanjay Gandhis company was christened Maruti limited. The name of the car was chosen after a Hindu deity named Maruti Ltd. That time Hindustan Motors Ambassador was the chief car and the company had come out with a new entrant the premier Padmini that worked slowly gaining a part of the market share dominated by the ambassador. For the next ten years the Indian car market had stagnated at a volume of 30,000 to 40,000 cars for the decade ending 1983.

Sanjay Gandhi was awarded the exclusive contract and license to design, develop and manufacture the Peoples Car. These exclusive rights of production generated some criticism in certain quarters, which was directly targeted at Indira Gandhi. Over the next few years the company was sidelined to Bangladesh liberation war and emergency.

In the early days under the powerful patronage of Sanjay Gandhi the company was provided with free land, tax breaks and funds. Till the end of 1970 the company had not started the production and a prototype test model was welcomed with criticism and skepticism. The company went into liquidation IN 1977. The media perceived it to be another area of growing corruption. Unfortunately Marutis started to fly only after the death of Sanjay Gandhi, when Suzuki motors joined the government of India as a joint venture partnered with 50% share. After his death Indira Gandhi decided that the project should not be allowed to die. Marutis entered into this collaboration with Suzuki
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motors. The collaboration heralded a revolution in the Indian car industry by producing the maruti-800. It created a record of taking 13 months time to go from design to rolling out cars from a production line.

The production of Maruti-800 in 1983 marked the beginning of a revolution in the Indian automobile industry. It brought in the latest technology of that time more fuel efficiency and lower prices that led to the creation of a huge market for all car segments as the Indian, middle class grew in size. This in turn brought in more players in this segment. A number of auxiliary car parts making units were set up as more car manufacturers realized it was more cost effective to make their car parts in India rather than importing them.

Marutis major influence was in helping the component industry in the country because of its emphasis on localization and indigenization. As in the beginning that sector hadnt grown much Marutis had to start dozens of joint ventures with Indian entrepreneurs. It got them from foreign collaborations that led to collaborations for other manufacturers so that over a period of time the whole component industry was able to upgrade itself and improve its quality who had given their income leading to major existing export potential vehicle components. It also brought in better methods of financing that allowed more people who given their income levels could not afford to buy a car on their own, to buy cars. It still remains the leader not only in the terms of market share but also in customer satisfaction surveys. It has consistently topped J.D. power quality surveys, including 2005. By the year 1993 the company had sold 1,
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96,820 cars. By March 1994 it produced 1 million vehicles becoming the first Indian company to cross the 2 million mark in October, 1997 and rolled out 4 millionth vehicles as Alto-LX .Then it introduced Wagon-R followed by Swift . Swift has been a great success in the market .In 2007 Maruti came up with SX4 and Grand Vitara. Maruti Suzuki is one of India's leading automobile manufacturers and the market leader in the car segment, both in terms of volume of vehicles sold and revenue earned. Until recently, 18.28% of the company was owned by the Indian government, and 54.2% by Suzuki of 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 SuzukiIndia limited.

Maruti SuzukiIndia limited 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 various several other countries, depending upon export orders. Models similar to Maruti Suzukis (but not manufactured by Maruti SuzukiIndia limited) are sold by Suzuki Motor Corporation and manufactured in Pakistan and 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.
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Maruti 800, till 2004, was the India's largest selling compact car ever since it was launched in 1983. More than a million units of this car have been sold worldwide so far. Currently, Maruti Suzuki Alto tops the sales charts and Maruti Suzuki Swift is the largest selling in A2 segment.

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.

CURRENT PRODUCTS OF MARUTI SUZUKI 1. 800 (Launched 1983) 2. Omni (Launched 1984) 3. Gypsy (Launched 1985) 4. WagonR (Launched 2000) 5. Alto (Launched 2000) 6. Swift (Launched 2005) 7.GrandVitara (Launched 2007) 8. SX4 (Launched 2007)
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9. Swift DZire (Launched 2008) 10. A-star (Launched 2008) 11. Ritz (Launched 2009) 12. Estilo (Launched 2009) 13. Eeco (Launched 2010) 14. Kizashi (Launched 2011)

MARUTI PRODUCTS

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MARUTI INSURANCE

MARUTI DRIVING SCHOOL

MARUTI GENUINE ACCESSORIES

MARUTI TRUE VALUE

MARUTI FINANCE

BOARD OF DIRECTORS

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Mr. Shinzo Nakanishi (MD & CEO)

Mr. D. S. Brar (director)

Mr. R. C. Bhargava (chairman)

Mr. Keiichi Asai (Director)

Mr.Manvinder Singh Banga Mr. Tsuneo Ohashi (director) (director)

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PRODUCT PROFILE OF MARUTI SUZUKI INDIA LIMITED LTD.

ALTO - LETS GOS The alto is a great combination of economy, practicality and styling. A runaway success on the roads of Europe, it exemplifies the benchmark in build, quality and reliability in a compact car. This is testified by the 24 hour endurance record set on August 3, 2003 of covering 3082 kms in 24 hours at an average speed of 128 kmph.

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GRAND VITARA XL 7 - LIVE THE GRAND LIFE

Live the grand life with the new GRAND VITARA XL 7. This luxurious 7 seater, 4 wheel drive sports utility vehicle comes equipped with a powerful V6 engine, 166 bhp of power and 236 Nm of torque. Which enables you to conquer any terrain with utmost ease? Enjoyed by both the adventurous and successful, the new restyled Grand Vitara XL 7 is now available in India directly imported from Suzuki, Japan.

GYPSY ADVENTURES UNLIMITED

Be it the wild outdoors or the urban jungle, the Gypsy King glide by with ease. The adventurous streak runs through all the gypsy siblings. This 1300 cc off road vehicle combines the raw of 80 bhp (at 6000rpm) with superb 4 wheel drive maneuverability and a rugged frame (its available in both soft and hard top versions). Its useful fifth gear, of course, delivers over drive for on road cruising.

OMNI FITS ALL

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The Omni is truly Indias Original Marutisuzukiindialimitedtipurpose Vehicle. Today it is available in six avatars 5 seater, 8 seater, cargo, ambulance, CNG and LPG. It meets diverse needs across different user segments and can double up both as a people carrier and a goods carrier. This faithful workhouse is easy on the pocket, yet tough on the job.

MARUTI 800 - CHANGE YOUR LIFE

It has gone beyond being just a car; it has actually changed the lifestyles of countless people, by bringing the joy of motoring to millions across the length and the breadth of the country. Standing testimony to this claim is the fact that more than 2 million Maruti 800s have been sold till date. Today, India bestselling continues to be the final word on value and economy at the entry-level segment.

WAGON R-INSPIRIED ENGINEERING

The Wagon RS original tall body design, spaciousness, ergonomically designed interior and flexible seating all set it apart from other cars. It complements the buyers unique personality enables him to live a marutisuzukiindialimitedti-dimensional life by the sheer excellence of its engineering and its versatility.

ZEN SURRENDER TO THE NEW ZEN

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If you are looking for a car with drop dad looks and unmatched performances, then you need look beyond the Zen. With its new contemporary and aggressive look, the Zen preserves its core values of driver appeal, unmatched reliability and economy. 600000 satisfied customers in India and around the world bear testimony to this fact.

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SWIFT- YOU ARE THE FUEL

The hot looks, sexy interiors, the automatic climate control, the air bags, the power steering moreover, all so affordable. The wait is over. Swift has entered MARUTI SUZUKI INDIA LIMITEDs portfolio. What are you waiting for?

A-STAR-STOP @ NOTHING
Powered by state of art 998 cc engine, its the best fuel efficient car in its category with, mileage coming around 20km per liter.

SX-4 MEN ARE BACK Revolutionary European design, world class drive by wire .Most spacious in its class, Steering mounted audio controls; with maximum ground clearance, high on safety with dual airbags.

SWIT DZIRE- THE HEART CAR A car having everything you desire stunning looks, luxurious interiors, enough power to capture your heart. Just slide in desire and take it for a spin. Its sure steal many of hearts including yours.

RITZ -LIVE THE MOMENT

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Model of 2009 known by the name Suzuki splash having attractive back with maximum ground clearance.

MARUTIKIZASHI
In India, in collaboration with Indias largest passenger car manufacturer Maruti, Suzuki launched the car as the MarutiKizashi on 2 February 2011. It was expected to be a CBU (Completely Built Unit), so heavy import duties may push its prices to a higher point than originally intended. The MarutiKizashi is priced at around 1.6 to 1.75 million Indian rupees (46 INR = $1). This model has a J24B 2.4 petrol engine with 4 cylinder 16 valves DOHC. The 2400cc engine is capable of producing 185 hp of peak power at 6,500 rpm (manual transmission) and 180 hp at 6,000 rpm (CVT). It churns 170 Nm of peak torque at 4,000 rpm. The MarutiKizashi utilizes a direct ignition system for increased fuel efficiency with decreased emissions. With the help of this and other engine technologies, the car gives 9 kmpl in city and 12 kmpl at highway. The maximum fuel tank capacity of the car is 63 litres.

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CUSTOMER SATISFACTION

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What is a customer satisfaction Customer satisfaction is defined by whether the customer chooses to do business with you or your company in the future. Many factors play a role in customer satisfaction, including customer service, product quality and the ease of doing business. Companies must consider customer satisfaction as an important role in the lifetime value of a customer. CUSTOMER SATISFACTION Customer satisfaction is a relatively a new field of study in the mid-to-late 1960s.With no history or body of research of its own, the new discipline borrowed heavily from concepts developed in other scientific disciplines, such as psychology, sociology, social psychology, anthropology and economics. Many early theories concerning human behaviour were based on economic theory, on the notion that individuals act rationally to maximize their benefits (satisfaction) in the purchase of goods & services. WHY DO WE STUDY CONSUMER SATISFACTION Just as the customers and marketers are diverse, the reasons why people study consumer behavior are also diverse. The field of consumer behaviour holds great interest for us as consumers, as marketers, and as students of human behaviour. As consumers, we benefit from insights into our own consumption related
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decisions: What we buy, Why we buy, How we buy, and the promotional

influences that persuade us to buy. The study of consumer behaviour enables us to become better, that is, wiser consumers. As marketers and future marketers, it is important for us to recognize why and how individuals make their consumption decisions, so that we can make better strategic marketing decisions. if marketers understand consumer behaviour , they are able to predict how consumers are likely to react to various informational environmental clues , and are able to shape their marketing strategies accordingly without doubt. Marketers who understand consumer behaviour have great competitive advantage in the market place.

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HOW CUSTOMER SATISFACTION CAN BE MEASURED SATISFACTION is a persons feelings of pleasure or disappointment resulting from comparing a products perceived performance in relation to his or her expectation. - Philip Kotler As this definition makes clear, satisfaction is a function of perceived and expectations. If the performance matches the expectations, the customers are satisfied. If the performance exceeds expectations, the customer is highly satisfied or delighted. A customer is most important person an our premises. He is not depended on him. He is not interruption in our work. He is purpose of it. We are not doing him any favor by serving him. He is doing us a favour by giving an opportunity to us.

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OBJECTIVE:
1. The most basic objective of a customer satisfaction surveying program is to generate valid and consistent customer feedback (i.e., to receive the voice of the customer - VOC), which can then be used to initiate strategies that will retain customers .and thus protect the most valuable corporate asset--loyal customers).
2.

For improving the services of Shaurya Motors which they provide to their customer.

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NEED FOR STUDY

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Increasing competition, ever growing market, easy availability of the finances and increasing population of young executives, with huge disposable incomes, over the past few years has substantially increased the sales in the automobile industry. Also, the competition among the dealers of the products has increased with each trying to maximize their customer base. This makes it imperative for the dealers to provide the best of the services and exceed the customer expectations to achieve customer delight and loyalty.

The study tries to understand the key service parameters and reflect upon the dysfunctional areas, thus providing the dealer with an insight into the level of customer satisfaction and changing trends of the customer expectations.

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SCOPE OF THE PROJECT

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 The research measures the experiences of customers. Defines and analyses the experiences based on key deliverables. Gains insights into Customer expectations.

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RESEARCH METHODOLOGY

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MARKET RESEARCH PROJECT

Title CUSTOMER SATISFACTION LEVEL SURVEY OF JAMKASH VEHICLEADES IN JAMMU (AUTHORIZED DEALER OF MARUTI SUZUKI).

RESEARCH METHODOLOGY:
The purpose of methodology is to describe the process involved in research work. This includes the overall research design, data collection method, the field survey and the analysis of data.

RESEARCH DESIGN:

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Detailed and structured questionnaire was designed. Survey a sample of 50 customers. The methodology developed was Primary and Secondary research. The questionnaire was designed to get information from customers about their satisfaction and overall opinion about Maruti.

SOURCES OF DATA: Primary data Secondary data

FIELD OF SURVEY: The field work for the survey was conducted in Jammu. The exercise involved face to face interview with the customers.

ANALYSIS: The important factors and datas collected were sequentially analyzed and graphed.

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ANALYSIS AND INTERPRETATION

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QUESTIONNAIRE: Q1. Sales person are well knowledgeable? NO. OF Respondents Strongly Agree Agree 10 30 Percentage 20 60 10 8 2

Neither Agree nor Disagree 5 Disagree Strongly Disagree 4 1

The maximum no. of respondents agreed that the sales executives of Jamkash Vehicleades are knowledgeable but there is still some scope of improvement for increasing their knowledge. Otherwise the customers are satisfied with the salespersons.

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Q2. Employees spent enough time with you before sales? NO. OF Respondents Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree 10 25 10 4 1 Percentage 20 50 20 8 2

There are some variations in their responses regarding this question but maximum no. of respondents agreed that the employees spend good time with them but smaller portion disagrees with this. They said they were not given enough time before sales but they attributed this is because of heavy rush during festivals time like Navratras and Diwali.

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Q3. Employees spent enough time with you during sales? NO. OF Respondents Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree 13 27 5 5 0 Percentage 26 54 10 10 0

The respondents generally are satisfied with the amount of time spend by the sales executives with them during the purchase of their respective vehicles.

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Q4. Employees spent enough time with you after sales? NO. OF Respondents Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree 5 11 10 14 10 Percentage 10 22 20 28 20

Here there is a difference of opinion between the customers but the opinion is little bit of disappointing because the customers said that they are not given enough time after sales.I think this is one area of improvement.

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NO. OF Respondents Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree 5 24 10 8 3

Percentage 10 48 20 16 6

Q5. The product you need is available in the showroom? . Here maximum customers said that that their product was available in the godown of Jamkash Vehicleades. But the customers of Swift said that they had to wait for some time for getting their cars. Same was with Wagon R Duo customers
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Q6. Prices Are Affordable? NO. OF Respondents Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree 4 26 15 5 0 Percentage 8 52 30 10 0

Now we have taken different respondents for the questinaries and all of them must have different economic conditions.So this depends surely on them.But most of them agreed to this that the cars of Maruti are cheaper as compared to other brands except TATA.

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Q7. Attractive Discounts Offered? NO. OF Respondents Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree 5 20 10 13 2 Percentage 10 40 20 26 4

Nearly half of the respondents said that they are happy with discounts offered specially during Diwali season. But smaller portion disagrees with it.

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Q8. Decor Of The Waiting Area Is Pleasing? NO. OF Respondents Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree 5 30 7 4 4 Percentage 10 60 14 8 8

In this maximum customers agreed that the waiting area of Jamkash Vehicleades. is good experience for them.

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Q9. Offered A Test Drive? No. Of Respondents Yes NO 23 27 Percentage 46 54

Here the response is little bit of disappointing. Here maximum respondents said that initially they are not offered test drive.

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Q10. Post sales follow up done regularly?

NO. OF Respondents Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree 5 30 6 5 4

Percentage 10 60 12 10 8

The customers here are satisfied with the post sales follow up done by sales executives of the Jamkash Vehicleades..

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Q11. Responds to your complaints quickly? NO. OF Respondents Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree 5 20 11 11 3 Percentage 10 40 22 22 6

The opinion of customers is divided here.Some are happy with the time taken to response to the complaints. But some said they are not happy with the response time it should be little bit quicker.

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Q12. Service at Jamkash Vehicleades. service station is excellent? No. of Respondents Very Good Good Satisfied Bad Very Bad 6 14 25 5 0 Percentage 12 28 50 10 0

Half of the respondents are satisfied with the service offered at service station of Jamkash Vehicleades.. Many of them are happy but few are not that happy.

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Q13. All the commitments are fulfilled? NO. OF Respondents Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree 3 22 15 10 0 Percentage 6 44 30 20 0

Here also good opinion is given by respondents that the commitments done are fulfilled by Jamkash Vehicleades..

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Q14. Value for Money? NO. OF Respondents Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree 7 29 9 5 0 Percentage 14 58 18 10 0

The respondents here also have given positive responses regarding the value for their money which they had spent. They said they are happy with the purchase of Maruti vehicle.

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Q15. What is your overall opinion about Jamkash Vehicleades.? No. of Respondents Very Good Good Satisfied Bad Very Bad 15 16 26 3 0 Percentage 30 32 52 6 0

Here the response of customers is very encouraging. More so most of them are satisfied with the experience they have with Jamkash Vehicleades..

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FINDINGS
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On an average more than 52% people feel that the prices are affordable whereas 10% do not agree, 40% believe that attractive discounts are offered whereas 26% are not satisfied with the discounts offered. 54% said that the test drives are not offered and 18% said that post sales follow ups are not done regularly whereas 70% said that they were done regularly but people feel that it is the peoples car as it is satisfactory on all other parameters: knowledgeable sales persons , employees spent enough time before and during sales, display of merchandise is attractive, availability of product, variety of merchandize, vehicle in good condition, prices are affordable, attractive discounts are offered, dcor of the waiting area is pleasing, responds to complaints quickly, service at maruti service station is excellent, careful with personal information and is value for money . The overall opinion is very good.

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LIMITATIONS:

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The study is restricted in scope of owing to the following limitations: Due to constraint of time only city of Hyderabad is selected and so it cannot claim to be a comprehensive study of the population. The sample size is restricted to 50 respondents.

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SUGGESTION

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 Test drive should be offered to every potential customer. Quality of Dealership should be improved.

Tea, cold drinks etc. should be offered to every waiting customer.

Response to the complaints of customers should be little faster. Advertisements given in Newspapers regarding discounts should be clearer.

There can be Pick n Drop facility for the customers whose vehicles are going for service in Service Station of Jamkash Vehicleades..

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CONCLUSION:

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From the above analysis and interpretations, it can be concluded that: Most of the customers / clients of Jamkash Vehicleades.are satisfied The price which customer spend in purchasing the car is only one-third of the total price which customer spend on car throughout its life other two-third is the Running and Maintainance of the car. Its Resale value determines its real cost. The resale value of Maruti cars is best among all other brands. This is because of many factors like cheap spare parts, most no. of service stations etc. Hence it provides maximum value to its customers. In the JD Power CSI study , 85% Maruti Suzuki customers said they will recommend the car they drive to someone else. After the rash of new cars launches the past two years, the relative lull in the auto industry is showing up in the customer satisfaction indices.As different companies are launching different models in the same segment the competition is increasing. So the competition between the dealerships is also increasing. Hence Jamkash Vehicleades.must look at those weak points which customers pointed out during this survey. It will help Jamkash Vehicleades.in a big way and helps it to connect to customers in a better way.

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REFRENCES www.marutisuzuki.com/ en.wikipedia.org/wiki/Maruti_Suzuki wikien4.appspot.com/wiki/Maruti_Suzuki www.marutisuzuki.com/board-of-directors.aspx http://shauryamotors.com/ www.source2update.com/...History/Maruti-Suzuki-India-MARUTI. www.infibeam.com/cars/make/maruti.html

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QUESTIONNAIRE: Hi, I am TarunVaid, pursuing my MBA from Lovely Professional University, Phagwara. I am conducting a research on Satisfaction level of customers of Jamkash Vehicleades.in J&K,so please be unbiased while filling this questionnaire. This information will be kept confidential. Name Date __________ __________ Sex _______

Age ____

Please tick (

) the appropriate option.

Q1. Sales person are well knowledgeable?

Strongly Agree Agree Neither Agree nor Disagree Disagree

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Strongly Disagree

74

Q2. Employees spent enough time with you before sales? Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree

Q3. sales?

Employees

spent

enough time with you during

Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree

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Q4. Employees spent enough time with you after sales?

Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree

Q5. The product you need is available in the showroom?

Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree

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Q6. Prices Are Affordable? Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree

Q7. Attractive Discounts Offered? Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree

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Q8. Decor Of The Waiting Area Is Pleasing? Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree

Q9. Offered A Test Drive?

Yes

NO

Q10. Post sales follow up done regularly? Strongly Agree Agree Neither Agree nor Disagree
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Disagree Strongly Disagree

Q11. Responds to your complaints quickly?

Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree

Q12. Service at Jamkash Vehicleades.service station is excellent? Very Good Good Satisfied Bad Very Bad
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Q13. All the commitments are fulfilled? Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree

Q14. Value for Money? Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree

Q15.

What is your overall opinion about

Jamkash Vehicleades.? Very Good Good

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Satisfied Bad Very Bad

82