Maruti & uday 1

A study on customer satisfaction level of Maruti Suzuki with special references to UDAY AUTOLINK PVT. LTD

1. Authorized Dealership Of MARUTI SUZUKI Uday Auto link Pvt. Ltd. A study on customer satisfaction level of Maruti Suzuki with special references to UDAY AUTOLINK PVT. LTD

2. Agenda Introduction What is UDAY AUTOLINK PVT. ltd. SWOT analysis Porter's five force model Objective Sub objective Hypothesis Research methodology Data Analysis Finding Suggestion Research limitation Awards and achievement Conclusion

3. Introduction The first car invented in1888, by Karl Benz. In 1897, the first car was run on Indian road. Hindustan motor was the first Indian company which is launched in 1942. Maruti Udyog limited was established in February 1981,by Dr.V KRISHNAMURTY. In October 1982, MARUTI collaborated with SUZUKI of Japan. Maruti 800 was the first version of Maruti car launched in December 1983. Maruti Suzuki has two manufacturing facilities in India 1) GURGAON (300 acres) 2) MANESAR (600 acres)

4. MAJOR PLAYERS OF MARUTI SUZUKI. Huyndai India Ltd Honda SIEL India Ltd. Toyota India Ltd. Hindustan Motors Ltd. Premier Automobile Ltd. General Motors (India) Ltd Tata Group Mahindra & Mahindra Ltd Mercedez Benz (India) Ltd. Ford India Ltd Skoda India Ltd

5. UDAY AUTOLINK PVT.LTD KATHWADA SHOWROOM

6. U.A.P.L Uday Auto link Private Limited is a Private incorporated on 07 July 2011. UAPL is the authorized car dealer of Maruti Suzuki India Ltd. Uday Autolink Private Limited founded by Uday Dineshchandra Bhatt and Mohiniben Udaybhai Bhatt. UAPL is a unit of Galaxy Group of Company. Managing Director, Mr. Hemang Bhatt holds a three decade Automobile experience in 'S'elling, 'S'ervicing and retailing 'S'pare parts of 4 wheelers. UDAY AUTOLINK ventured into 4 wheeler business with Maruti dealership at Ahmadabad in 2011.

7. Uday Autolink Pvt Ltd dealership's grand showroom is spread across an area of 16,290 Sq Ft with a high- tech workshop area of 27698 Ft. There are effective 16 service and 14 body shop bays.  There are two E- Outlets of this unit. One E-outlet is in Barwala & the other E-outlet is in Dhandhuka.  A Maruti Driving School of UAPL is situated in Sola & a new Showroom of True Value is coming up in Naroda. Their Upcoming 3S Facilitated showroom & workshop of Maruti Suzuki is layed out at Sanand.

8. Vision 15-17 Platinum Dealer 2015-16. 300 cars per month. Largest workshop in Gujarat. 2500 cars in service & body shop per month. Sanand to be started in 2016-17 (3s facility). Focus on 150 Service load of Barwala by 2015-16. Focus on insurance, finance, Exchange, MGA from outlet. Their mission is one step extra. They want to achieve ROYAL PLATINUM AWAREDS from Maruti. Mission

9. SWOT Analysis STRENGTHS Wide range of models offered. Strong management. Man power. WEAKNESSES Disadvantages geographical location of showroom.

10. OPPOTUNITIES Online market Scope for expansion THREATS Growth of competitor. Chang in price of petrol and diesel. Government regulation. Unexpected problem

11. Porter Five Forces Threat of New Entry : Large amount of capital required All automotive dealership have established brand image and reputation Bargaining power of supplier There are many suppliers. Like MRF, CIAT,

12. Bargaining power of customer : There are many buyers. Buyers can easily choose alternative car dealership. Threat of Substitutes: There are many substituted, such as autoriksh, bus, motorcycle. Substitutes can rarely offer the same convenience. Competitive Rivalry: Dealership is very large and it has a good, goodwill Size of dealership very but they usually compete for different consumer segments.

13. OBJECTIVE To study on customer satisfaction level of Maruti Suzuki with special reference to UDAY AUTOLINK PVT. LTD.

14. SUB OBJECTIVE To study about the services provided by UDAY AUTOLINK PVT.LTD. Showroom in Ahmadabad.   To find out the customers opinion on service in UDAY AUTOLINK in Ahmadabad.  

15. HYPOTHESIS   1. There is relationship between service provided by sales consultant and customer satisfaction level. H0: Service provided by sales consultant and overall satisfaction are independent. H1: Service provided by sales consultant and overall satisfaction are dependent. 2. There is relationship between overall satisfactions and satisfaction about vehicle delivered on time. H0: Satisfaction about vehicle delivered on time and overall satisfaction are independent H1: Satisfaction about vehicle delivered on time and overall satisfaction are dependent.

16. Research Methodology Research design Descriptive research Data collection tool Questioner Sample population AHMADABAD Sample size 50 Sample techniques Non probability Convenience Sampling Data collection method Survey Statistical tool Excel, SPSS software

17. Data analysis 1. How did you find out about company? From the above graph this shows that approximately 24% respondents find through internet and 62% respondents find through reference and 8% respondent find through newspapers and 6% respondent find through other. Value Valid Percent 1 Internet 24 2 Reference 62 3 Newspapers 8 4 Other 6 Total 100

18. 2. Thinking about UDAY AUTOLINK how satisfied were you with: Factors Very Satisfied Satisfied Neutral Unsatisfied Very unsatisfied Cleanliness and appearance of facilities 38 42 18 2 Ability to inspect of vehicle you were interested in 16 36 44 4 Facilities at UDAY AUTOLINK 40 38 22 From the above graph this show that approximately 42% respondents are satisfied with cleanliness and appearance of facilities, 44% respondents are neutral with ability to inspect of vehicle you were interested in, and 40% respondents are very satisfied with facilities at UDAY AUTOLINK.

19. 3. Do you get all information about the free service offered by company? From time to time. Value Valid Percent 1 Yes 100 2 No Total 100 . The above graph that a team of UDAY AUTOLINK PVT. LTD. Has experienced and well trained so 100% respondents are believed that they are providing all information which is offered by company

20. 4. How satisfied are you with your consultants? Factors Very Satisfied Satisfied Neutral Unsatisfied Very unsatisfied Knowledge of vehicles 18 56 26 Assistance in selecting appropriate Vehicles 20 40 40 Fulfillment of all commitments 18 42 28 2 From the above graph this show that approximately 56% respondents are satisfied with knowledge of vehicles, 40% respondents are satisfied with assistance in selecting appropriate Vehicles, and 42% respondents are satisfied with fulfilment of all commitments

21. 5. Overall how satisfied were you with the way you were treated by the sales consultant? Factors Valid Percent 1 very satisfied 12 2 satisfied 62 3 Neutral 26 Total 100 From the above graph this show that approximately 62% respondents are satisfied with sales consultant and 26% respondents are neutral .

22. 6 . Which financial facility provided by UDAY AUTOLINK is most useful to you? Value Valid Percent 1 Loan 44 2 Discount 3 Insurance 48 4 Other 8 Total 100 From the above graph this show that approximately 44% respondent use loan facility and 48% respondent use insurance and 8% respondent use other facility like cash and other respondent are believe that discount facility are not useful for them.

23. 7. How satisfied were you that? Factors Very satisfied satisfied Neutral Unsatisfied Very unsatisfied That the payments options were discussed in an open manner 8 46 44 2 That you were given a thorough explanation of the option available 10 48 42 That you were given a thorough explanation of the paperwork and documents 24 40 36 Were you treated in and professional manner 12 52 32 4

24. From the above graph this show that approximately 46% respondents are satisfied with payment discussion in an open manner, 48% respondents satisfied with expiation of the options available, 40% respondent are satisfied with explanations of documents, and 52% respondents are satisfied with friendly and professional manner.

25. 8. How satisfied were you with the explanations of the: Factors Very satisfied Satisfied Neutral Unsatisfied very unsatisfied Vehicles features and operations 18 52 30 Owner’s manual 12 42 46 Warranty and Maintenance 32 42 24 2 From the above graph this show that approximately 52% respondents are satisfied with vehicles features and operations, 46% respondents are neutral with owner’s manual, 42% satisfied with warranty and maintenance schedule.

26. 9. At time of delivery, how satisfied were you with the: Factors Very satisfied Satisfied Neutral Unsatisfied Very unsatisfied 1 Cleanliness and preparation of your vehicle 32 48 20 2 Manner in which your vehicle was hand over to you 12 48 20 From the above graph this show that approximately 48% respondents are satisfied with cleanliness and preparations of vehicles, 48% respondents are satisfied with manner in which them vehicle was hand over.

27. 10. Is vehicle delivered on time? Value Valid Percent 1 Yes 94 2 No 6 3 Total 100 From the above graph this show that approximately 94% respondent are agree that their vehicles delivered on time.

28. 11. Based on your overall purchase and delivery experience, would you recommend UDAY AUTOINK? Value Valid Percent 1 Yes 92 2 No 8 3 Total 100 From the above graph this show that 92% respondent are satisfied with overall purchase and delivery experience and 8% respondent are not satisfied with service of UDAY AUTOLINK.

29. 12. If you contacted costumer service, have all problems been resolved to your complete satisfaction? Value Valid Percent 1 Yes 88 2 No 12 3 Total 100 From the above graph this show that 88% Respondent are agree that if they contacted costumer care service so their problem was resolved, and 12% respondent are not satisfied.

30. HYPOTHESIS TESTING 1. There is relationship between service provided by sales consultant and customer satisfaction level. H0: Service provided by sales consultant and overall satisfaction are independent. H1: Service provided by sales consultant and overall satisfaction are dependent. Overall Satisfaction Very Satisfied Satisfied Neutral Total About The Free Service Yes Count Expected Count % of total 6 31 13 50 6.0 31.0 13.0 50.0 12.0 % 62.0% 26.0 % 100.0 % Total Count 6 31 13 50 Expected Count 6.0 31.0 13.0 50.0 % of Total 12.0 % 62.0% 26.0% 100.0 %

31. a . No statistics are computed because about the free service is a constant. Value Pearson Chi-Square N of Valid Cases 50

32. 2. There is relationship between overall satisfactions and satisfaction about vehicle delivered on time. H0: Satisfaction about vehicle delivered on time and overall satisfaction are independent H1: Satisfaction about vehicle delivered on time and overall satisfaction are dependent.

33. Overall Satisfaction Very Satisfied Satisfied Neutral Total Vehicle delivered on time Yes Count 6 30 11 47 Expected Count 5.6 29.1 12.2 47.0 % of Total 12.0% 60.0% 22.0% 94.0% No Count 1 2 3 Expected Count 0.4 1.9 0.8 3.0 % of Total 0.0 % 2.0% 4.0% 6.0% TOTAL Count 6 31 13 50 Expected Count 6.0 31.0 13.0 50.0 % of Total 12.0% 62.0% 26.0% 100.0%

34. Value Df Asymp. Sig (2-Sided) Pearson Chi-square 2.836 2 0.242 Likelihood Ratio 2.699 2 0.259 Linear-by-Linear Association 2.407 1 0.121 N of Valid Cases 50 a. 3 cells (50.0%) have expected count less than 5. The minimum expected count is .36.

35. FINDING We observe that more people find out UDAY AUTOLINK from references with 62% 42% respondents are satisfied with cleanliness and appearance of facilities, 44% respondents are neutral with ability to inspect of vehicle you were interested in, and 40% respondents are very satisfied with facilities at UDAY AUTOLINK. 100% respondents feel they get all information about the free services by UDAY AUTOLINK. 56% respondents are satisfied with knowledge of vehicles, 40% respondents are satisfied with assistance in selecting appropriate Vehicles, and 42% respondents are satisfied with fulfilment of all commitments.

36. 62% respondents are satisfied with sales consultant and 26% respondents are neutral. 46% respondents are satisfied with payment discussion in an open manner, 48% respondents satisfied with expiation of the options available, 40% respondent are satisfied with explanations of documents, and 52% respondents are satisfied with friendly and professional manner. 52% respondents are satisfied with vehicles features and operations, 46% respondents are neutral with owner’s manual, 42% satisfied with warranty and maintenance schedule. 48% respondents are satisfied with cleanliness and preparations of vehicles, 48% respondents are satisfied with manner in which them vehicle was hand over.

37. 94% respondents are feel that their vehicle delivered on time. 92% respondents are feeling to recommend about UDAY AUTOLINK to other. 88% respondents are feeling that their problems have been resolved by costumers care services.

38. Conclusion In this research most of buyers and consumers are professional and businessman peoples. Most of the peoples are satisfied with UAPL. 100% people saying that they are get all information about offers which is provided by company. 88% customers are saying that company resolved their all complain. 92% customer and saying that their overall buying experience was good. Most of customer said that Uday auto link are delivering the vehicles at promise time.

39. Suggestions Uday auto link has to frame new strategies to gain all the potential customer. Sales man and service advisor need more training and motivation them. Uday auto link has to improve the different promotional activity through effective media. Uday auto link need to come up ease in documentation for financing the customer.

40. Research Limitation Time Limit. Sample size is 50, which may not represent overall population . No response from some respondent. There is no certain time to fill the Questionnaire.

41. Awards and achievement

42. THANK YOU