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This document provides information about a study conducted on customer satisfaction with the Maruti Suzuki Ertiga car. It includes the following key points: 1. An introduction to the Ertiga car, mentioning its launch date in India and competitors. It is powered by 1.4L petrol and 1.3L diesel engines. 2. The objectives of the study are to understand customer satisfaction with dealer services, spare part availability and costs, car features like mileage and comfort, and the effect of advertisements. 3. The conclusion indicates that most customers recommend the Ertiga based on their positive brand preference and satisfaction levels. People are influenced in their purchase decision by friends and relatives as well as services and
![Personal Information
Name: ______________ Contact no. _________
Address: _______________________
1. Gender
1) [ ] Male 2) [ ] Female
12](https://image.slidesharecdn.com/rm21-150409053430-conversion-gate01/85/RM-SEM1-12-320.jpg)
![ 2. Income Group: [Monthly House Hold
income in rupees]
1) [ ] Rs.20, 000
2) [ ] Rs.30,000 – Rs.35, 000
3) [ ] Rs.40, 000 – Rs.50, 000
4) [ ] Above 50,000
3. Do you have an Ertiga car?
1) [ ] Yes 2) [ ] No
4. Are you satisfied with your vehicle mileage?
1) [ ] Yes 2) [ ] No
13](https://image.slidesharecdn.com/rm21-150409053430-conversion-gate01/85/RM-SEM1-13-320.jpg)
![ 5. Which model of Ertiga car do you have?
1) [ ] Ertiga petrol LXI
2) [ ] Ertiga Diesel LDI
3) [ ] Ertiga petrol VXI
4) [ ] Ertiga Diesel VDI
5) [ ] Ertiga petrol ZXI
6) [ ] Ertiga Diesel ZDI
5. How do you feel when you drive Ertiga car?
1) [ ] Good 2) [ ] best
3) [ ] better 4) [ ] Poor
14](https://image.slidesharecdn.com/rm21-150409053430-conversion-gate01/85/RM-SEM1-14-320.jpg)
RM SEM1
- 1. Prepered by Guide by Thummar Vivek Prof.,Jay prakash sir 147110592126 Tiwari Jay prakash 147110592127 Parul Institute of Management & Research 1
- 2. 2 No Page No 1 Introduction 3 2 Feature of eartiga car 4 3 Customer satisfaction 5 4 purpose 6 5 Objective 7 6 Limitation of the study 9 7 conclusion 11 8 Questionnaire 12
- 3. It was launched on 12 April 2012 in India.on 22 April 2012 in Indonesia. maruti Suzuki. It competes with the Toyota Innova, Mahindra Xylo, Tata Sumo Grande, Toyota Avanza and Nissan Grand Livina. This car is powered by K-series 1.4 litre petrol engine. A diesel version of this car is powered by Fiat's 1.3 litre Multijet engine. The car is based on extended Suzuki Swift platform. This means that the Ertiga the first in India. 3
- 4. FEATURE OF EARTIGA CAR 1 SPACE Luv is to have enough space. 2 VERSATILITY Luv sets new standards. Versatility at its best. 3 SEATING Luv conquers all. Flexi-seating for 7. 4 TYRE 15-inch wheels for superior stability. Abs with ebd for controlled braking:- 4
- 5. Customer satisfaction is a term frequently used in marketing. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals." 5
- 6. A business ideally is continually seeking feedback to improve customer satisfaction. "Customer satisfaction provides a leading indicator of consumer purchase intentions and loyalty." 6
- 7. To study about the customer satisfaction on the services provided by the dealers. To study the opinion of the customers regarding the availability and cost of spare parts. To study the opinion of the owners of cars regarding its features like mileage, price, comfort etc. To study the effect of advertisement on the customers to promote the product.. 7
- 8. To study the customer satisfaction with usage of their cars. To study the information resources that the customer using before purchasing the car. 8
- 9. In this report, information written by me as per my limited understanding concern project. The sample size of 100 respondents is very small compared to the population size. The opinion given by respondents may be biased. This research prepare in short period of time so, time limit The study was confined to Bardoli region only and therefore the findings of the study cannot be extended to other areas 9
- 10. The opinion given by respondents may be biased. This research prepare in short period of time so, time limit . 10
- 11. The analyzing the data I can surely say that people’s brand preference and satisfaction level toward Ertiga car is positive and mostly people recommend other to use this car. People not only influence only by internet but also by Friend and relative, services and businessmen. 11
- 12. Personal Information Name: ______________ Contact no. _________ Address: _______________________ 1. Gender 1) [ ] Male 2) [ ] Female 12
- 13. 2. Income Group: [Monthly House Hold income in rupees] 1) [ ] Rs.20, 000 2) [ ] Rs.30,000 – Rs.35, 000 3) [ ] Rs.40, 000 – Rs.50, 000 4) [ ] Above 50,000 3. Do you have an Ertiga car? 1) [ ] Yes 2) [ ] No 4. Are you satisfied with your vehicle mileage? 1) [ ] Yes 2) [ ] No 13
- 14. 5. Which model of Ertiga car do you have? 1) [ ] Ertiga petrol LXI 2) [ ] Ertiga Diesel LDI 3) [ ] Ertiga petrol VXI 4) [ ] Ertiga Diesel VDI 5) [ ] Ertiga petrol ZXI 6) [ ] Ertiga Diesel ZDI 5. How do you feel when you drive Ertiga car? 1) [ ] Good 2) [ ] best 3) [ ] better 4) [ ] Poor 14
- 15. Thank you 15