A Minor Project

A MINOR PROJECT IN
MARKETING
TOPIC: ROLE OF DEALER PERFOMANCE IN BUILDING
CORPARATE IMAGE WITH SPECIAL REFERENCE WITH KVR AUTO CARS PVT LTD PERINTHALMANNA
Under the guidance of
Mr.ANWAR FACULTY SMS KUTTIPPURAM
SUBMITTED TO: Dr.E.K SATHEESH

CO-ORDINATOR OF SMS, KUTTIPURAM UNIVERSITY OF CALICUT
SUBMITTED BY:
RAJITHA.K
REG NO: SOALMBA026
COMPANY CERTIFICATE
SCHOOL OF MANAGEMENT STUDIES, KUTTIPPURAM UNIVERSITY OF CALICUT 2011-2013
CERTIFICATE This is to certify that Mr. RAJITHA.K is a bonafide student of School of Management Studies, Kuttippuram under Department of Commerce and Management Studies, University of Calicut. The project titled A STUDY ON THEROLE OF DEALERS IN BUILDING CORPARATE IMAGE is a bonafide record of the project done by him in partial fulfillment for the award of the degree of the Master of Business Administration, University of Calicut.
Date: .. Place: KUTTIPPURAM Coordinator School of management Studies, kuttippuram.

SCHOOL OF MANAGEMENT STUDIES, KUTTIPPURAM
DEPARTMENT OF COMMERCE AND MANAGEMENT STUDIES UNIVERSITY OF CALICUT
CERTIFICATE
This is to certify that Ms.RAJITHA.K is bonafide student of School of Management Studies, Kuttippuram under Department of Commerce and Management Studies, University of Calicut. The project titled A STUDY ON THE ROLE OF DEALERS
PERFOMANCE IN BUILDING CORPARATE IMAGE is a bonafide record of the project
done by him in partial fulfillment for the award of the degree of the Master of Business Administration, University of Calicut.
Date: Place: KUTTIPPURAM
Mr.ANWAR (Project Guide), School of Management Studies, Kuttippuram
DECLARATION
I, hereby declare that this project report entitled, titled A STUDY ON THE ROLE OF DEALERS IN BUILDING CORPARATE IMAGE has been prepared by me under the guidance of Mr.ANWAR, Faculty of MBA, School of Management Studies Kuttippuram, in partial fulfillment of the requirements for the award of the degree of Master of Business Administration under University of Calicut during the year 2011 2013. I also declare that this report has not been submitted by us fully or partially for the award of any degree, diploma and title of recognition earlier.
Date : Place : KUTTIPPURAM
RAJITHA.K
ACKNOWLEDGEMENT
It takes a lot of effort to work your way through your goal and having someone to guide you and help you, is always a blessing At the completion of my project, I endeavor to express my sincere gratitude to all who have supported and provided with the necessary guidance to do so. Boundless thanks to The Lord Almighty for the priceless blessings that showered on me. I am greatly indebted to Dr.E.K.SATHEESH Coordinator, School of Management Studies, Kuttippuram, for providing an opportunity and necessary support to do my project. I extend my sincere thanks to my guide Mr.ANWAR (Faculty, SMS Kuttippuram) for the valuable suggestions which directly influenced in the development of every step of my project. I would like to thank, MR., HR manager, KVR AUTOCARS,
PERINTHALMANNA for giving me an opportunity to undertake this project in their esteemed organization. I greatly thankful to MR.SHAREEF Marketing Manager of Amana Toyota I would also like to convey my sincere gratitude to all faculty members of the centre and librarian for their whole hearted cooperation. I acknowledge my sincere thanks to my parents and friends for their help in making this report in the final form.
RAJITHA.K
TABLE OF CONTENTS
CHAPTER NO PARTICULARS CERTIFICATE DECLARATION ACKNOWLEDGEMENT LIST OF TABLES LIST OF CHARTS EXECUTIVE SUMMARY INTRODUCTION 1.1 INTRODUCTION 1.2 PROBLEM OF THE PROJECT 1.3 SCOPE OF THE STUDY 1.4 OBJECTIVE OF THE STUDY 1.6 RESEARCH METHODOLOGY 1.7 LIMITATIONS OF THE STUDY 2. 3. REVIEW OF LITERATURE PROFILES 3.1 INDUSTRY PROFILE 3.2COMPANY PROFILE 3.3 PRODUCT PROFILE 4 DATA ANALYSIS & INTREPRETATION CHI SQUARE TEST CORRELATION 6 FINDINGS,SUGGESTIONS & CONCLUSION 6.1 FINDINGS 6.2SUGGESTIONS 6.3CONCLUSION ANNEXURE BIBLIOGRAPHY PAGE NO
1.
LIST OF TABLES
NUMBER CONTENTS 4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 PAGE NO
Gender of respondents Age wise classification Model of MARUTI vehicle used How long a customer will stay in MARUTHI SUZUKI Opinion about present performance of vehicle Rating the preference for selecting a car Opinion about price The unique feature which will satisfy its customers compared with their competitors
4.9 4.10 4.11 4.12
Worst features compared with ather car MARUTHI SUZUKI is innovative company or not Customers convenient about their technology Through which media customers came to know about KVR
4.13 4.14 4.15 4.16 4.17 4.18 4.19 4.20
The factor considered while selecting a dealer Rate the delears services Indicate agreement and disagreement on the statements KVR s performance and expectation Rate overall performance of KVR Remember the MARUTHI SUZUKI logo or not If remembered, recollection of colour Recommend to buy others
LIST OF CHARTS
NUMBER CONTENTS 4.1 4.2 4.3 4.4 PAGE NO
Gender of respondents Age wise classification Model of MARUTI vehicle used How long a customer will stay in MARUTHI SUZUKI
4.5 4.6 4.7 4.8
Opinion about present performance of vehicle Rating the preference for selecting a car Opinion about price The unique feature which will satisfy its customers compared with their competitors
4.9 4.10 4.11 4.12
Worst features compared with ather car MARUTHI SUZUKI is innovative company or not Customers convenient about their technology Through which media customers came to know about KVR
4.13 4.14 4.15
The factor considered while selecting a dealer Rate the delears services Indicate agreement and disagreement statements on the
4.16 4.17 4.18
KVR s performance and expectation Rate overall performance of KVR Remember the MARUTHI SUZUKI logo or not
EXECUTIVE SUMMARY
Role of dealer performance in building corporate image with special reference
to KVR Auto cars Perinthalmanna This study was conducted to analyse the effectiveness of dealers performance and their impact on corparte image. The study conducted among customers of KVR Auto cars in Perinthalmanna region. The main reason behind selecting this subject is to find out the factors differs them with other companies. It contains detailed study to dealer performance and how they treat their customers and also to find out how it affect corporate image. The business entity depend on the personal relations, community relations, relation with competitor, relation with government etc. so effective performance of dealers helps to maintain relation with those peoples, and also enhance corporate image .this study mainly focused on dealers performance, their competency, customer relationship. During this research we mainly used primary data & secondary data. Primary data is collected through structured questionnaire and direct interview with a sample of 50 persons in Calicut region. Here we use convenient sampling for collecting primary data. The secondary data is collected through journals and websites. The result was tabulated, analyzed and it is plotted on graph i.e., pie chart and interpreted. Chi-square test and Karl pearsons co-efficient of correlation has been used to analyse the relationship between dealer performance and Corparate image. The findings of this study have helped the researchers & the company to understand about the influence of dealers service among the respondent.
INTRODUCTION CHAPTER 1
INTRODUCTION
This study was conducted at KVR AUTO CARS, Thirurkkad, Perinthalmanna in
the topic of the role of dealers performance in building corporate image based on the customers of MARUTI SUZUKI cars. Auto mobile industry is booming in this century .India is one the key players in the international automobile market. Demand for cars and two wheelers and other vehicles has driven the growth of automobile sector, for surviving in the cut throat market creting an identity in the mind of customers is essential. Corporate image, or reputation, describes the manner in which a company, its activities, and its products or services are perceived by outsiders. In a competitive business climate, many businesses actively work to create and communicate a positive image to their customers, shareholders, the financial community, and the general public. A company that mismanages or ignores its image is likely to encounter a variety of problems For an organisation the most valuable asset is its customers. Thus their value and satisfaction towards product is of paramount importance customer, and keep the customer. Through marketing every concern identify the needs and wants of clients and society at large. Certain company didnt have a direct contact with their customers; they give their dealership to others. So the effectiveness in performance of dealers has a great role in building corporate image. The business entity depend on the personal relations, community relations, relation with competitor, relation with government etc. so effective performance of dealers helps to maintain relation with those peoples, and also enhance corporate image .this study mainly focused on dealers performance, their competency, customer relationship. . Dealers performance is depend upon the efficiency of quality service and sales provided.
PROBLEM OF THE STUDY

Todays world fare dealing with customer is important in all organization
.customers are always the valuable asset for an organization .so maintain relation through satisfying their needs and wants by offering competitive advantages for positioning the product midst of cut throat competitive market. This is helped to know about the special services provided by the KVR Auto car pvt ltd In perinthalmanna. So the here we are studying about the role of dealers performance in building corporate image.
SCOPE OF THE STUDY

Every companies use various factors which are used to improve their service
quality and measures take solve problems. The study aims to find out the various factors which are used to improve their service quality and measures taken to solve the problem if any to increase satisfactory level of customers and thereby increasing the sales of products in KVR AUTO CARS and also creating a place in consumers mind ,it may helps to devolp corporate image of MARUTI SUZUKI. Corporate image of the company may build with years of quality service leads to positioning a place in the customers mind. Customer satisfaction is important to create corporate image .The peoples think is depend upon what they hear see or read corporate image. So every concerns establish maintain positive relation with general public. They take effort by offering product that successfully maintain needs of customers customer service maintained by the company is attractable and that help the company to compete with the other organization in the same field. The scope of the study involves that how the dealers performance affect the corporate image .these study is most relevant todays business world. Customers are key of every business; they share their opinion with other this positive word of mouth, helps to introduce other customers to the firm and offers to make a favorable place in the mind of more peoples. The company follow a Maintenance review system so that they can easily inform their customers about their service date .The customer is also happy with the customer redressel procedure.
OBJECTIVES OF THE STUDY
Primary Objectives
Role of dealer performance in building corporate image
Secondary objectives
> To find out consumer satisfaction level towards their products. >understand the brand loyalty. > To study customer preference in regard to other brand. >Most influenced factor behind the purchasing decision. >Influence of sales promotion through stores and sales executives.
HYPOTHESIS H0: there is no significant relationship between dealers service and corporate
image
H1: there is significant relationship between dealers service and corporate image
1. Dealers service: independent Corporate image: dependent
RESEARCH METHODOLOGY
Research methodology is a way to systematically solve the research problem. Research methods may be understood as all those methods or techniques that are used for conducting research. Research process includes formulating the research problem, extensive literature survey, development of working hypothesis, preparing the research design. Determining the sample design, collecting the data, execution of data, hypothesis testing, generalization & interpretation, preparation of the project on that basis.
AREA OF RESEARCH STUDY: the study was conducted at KVR,

Autcars, Thirurkkad Perinthalmanna region to find out the dealers [KVR] performance in building corporate image of Maruti Suzuki cars.
RESEARCH DESIGN: Descriptive research

A study which wants to portray the characteristics of a group or individual or situation is known as descriptive study. The main objective of descriptive study is to acquire knowledge. Descriptive design is one which gives a snapshot of the prevailing environment. It is used to provide a summary of some aspects of the environment when certain aspects of the problem where speculative in nature. Descriptive research answers the questions who, what, where, when and how. Although the data description is factual, accurate, systematic, the research cannot describe what caused a situation. The descriptive research cannot be used to create a casual relationship, where one variable affects another. In other words, descriptive research can be said to have a low requirement for internal validity
sample design
A sample design is a finite plan for obtaining a sample from a given population. Non-probability sampling design is used for this study. It is a sampling procedure which does not afford any estimating the probability that each in the population has of being included in the sample.
1.6.6 Sampling techniques:

By convenience sampling method, a sample of 50 respondent was selected which consists of the customers of Amana Toyota, Calicut. A convenience sample is obtained by selecting convenient population units. The method is also chunk. A chunk refers to those fractions of the population being investigated which is selected neither by probability nor by judgment but by convenience.
DATA COLLECTION METHODS
Sources of data: Primary data:

The primary data were collected through well structured questionnaire from customer of the company direct observation also used. Primary data are the information which is collected a fresh and the first time and thus happen to be original in character. This data are published by authorities whom themselves are responsible for their collection. Primary data can be collected in marketing research by three basic methods. Survey method Questionnaire method
Personal interview
Secondary data:
Secondary data are those which have already been collected by someone else .And records of any data were collected through company file, magazine, and company website. Secondary Data means data that are already available i.e., they refer to the data which have already been collected and analyzed by someone else. Secondary data are usually in the shape of finished product. INTERNAL SOURCES Company Journals Company Reports Company Brochures EXTERNAL SOURCES Websites Newspaper Magazines
TOOLS FOR DATA COLLECTION The primary data for the study collected through direct interview and survey by various methods.
Directly contact customers in perinthalmanna region & analyse market .
It includes keen observation of the behavior of customers relation executives and reactions of the respondent while answering.
Discussion with person in related steam of activities and view from experts will be analyzed.
Directly observing work shop handling
Secondary sources of data required for the study can be collected from secondary sources, this include library references, technical and subject related magazines, journals, news papers and other articles Data required for the study collected through the questionnaire A) SAMPLE DESIGN:
Sampling procedure: Questionnaire method Sample size: 50 units
B) DATA ANALYSIS: Chi-square and regression are adopted to interpret the data to arrive the findings of the study. Data analysis has been done by simple percentage method, graph (cylinder diagram) and pie diagram etc.
1.6.7 Research tool:

Statistical tools are used for analyzing the study. In this study percentage analysis, Karl Pearsons Coefficient of correlation and Chi-square are used. 1. Percentage analysis: This is a uni-variate analysis, were the percentage of a particular factor with different categories are calculated, in order to help one get fair idea regarding the sample and thereby that of population. 2. Karl Pearsons co-efficient correlation
Coefficient of correlation is an algebraic method of measuring correlation. It shows the extend of correlation between two variables. When the values of coefficient correlation; Positive positive correlation Negative negative correlation Zero no correlation Numerical value of correlation lies between 0 and 1. Karl Pearsons Coefficient Correlation: The pearsonian coefficient of correlation is denoted by the symbol r. The formula is = nxy-(x*y)
nx2-(x)2 ny2-(y) 2 3. Chi- square test ( x2 - test) Chi-square test was applied for drawing out a meaningful inference; the formula used for the test was:x 2 = (O-E)2 E O = observed frequencies E = expected frequencies Degree of freedom = (r-1) (c-1)
Where, r number of rows, c number of columns in the chi- square table.
1.6.7 Pretesting A pretesting of questionnaire was conducted with 5 questionnaires, which were distributed among its customers and all of them were collected back as completed questionnaire. On the basis of doubts raised by the respondents the questionnaire was redesigned to its present form.
C) PERIOD OF STUDY: The project period was 21 days from 1th August to 7th August 2012
LIMITATIONS
Some were hesitating to disclose their attitude and view. Thus personal bias was an important limitation of the study. All limitations pertaining to the questionnaire method might also affect the study. All the inherent limitation of sampling method i.e.; the systematic biases might have crept into the study. Telephone interview was also a part of data collection, so it lacks reliability in this respect. Statistical and analytical methods also have used; it has its own limitations. In dept study is not possible because of the l
CHAPTER 2 REVIEW OF LITERATURE
Marketing is the activity set of institution and process for creating communication, delivery and exchange offerings that have value for customer clients and society at large. Marketing is used to identify the customer and keep the customer Marketing is the process used to determine what products or services may be of interest to customers, and the strategy to use in sales, communications and business development. It generates the strategy that underlies sales techniques, business communication, and business developments. Marketing is "the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large." For business to consumer marketing, it is "the process by which companies create value for customers and build strong customer relationships, in order to capture value from customers in return". For business to business marketing it is creating value, solutions, and relationships either short term or long term with a company or brand. It generates the strategy that underlies sales techniques, business communication, and business developments. Marketing is used to identify the customer, satisfy the customer, and keep the customer, customer as the focus of its activities. The adoption of marketing strategies requires businesses to shift their focus from production to the perceived needs and wants of their customers as the means of staying profitable.
Brand Loyalty is a scenario where the consumer fears purchasing and consuming product from another brand which he does not trust. It is measured through methods like word of mouth publicity, repetitive buying, price sensitivity,
commitment, brand trust, customer satisfaction, etc. Brand loyalty is the extent to which a consumer constantly buys the same brand within a product category. The consumers remain loyal to a specific brand as long as it is available. They do not buy from other suppliers within the product category. Brand loyalty exists when the consumer feels that the brand consists of right product characteristics and quality at right price. Even if the other brands are available at cheaper price or superior quality, the brand loyal consumer will stick to his brand. Brand loyal consumers are the foundation of an organization. Greater loyalty levels lead to less marketing expenditure because the brand loyal customers promote the brand positively. Also, it acts as a means of launching and introducing more products that are targeted at same customers at less expenditure. It also restrains new competitors in the market. Brand loyalty is a key component of brand equity. Brand loyalty can be developed through various measures such as quick service, ensuring quality products, continuous improvement, wide distribution network, etc. When consumers are brand loyal they love you for being you, and they will minutely consider any other alternative brand as a replacement. Brand loyalty can be defined as relative possibility of customer shifting to another brand in case there is a change in products features, price or quality . As brand loyalty increases, customers will respond less to competitive moves and actions. Brand loyal customers remain committed to the brand, are willing to pay higher price for that brand, and will promote their brand always. A company having brand loyal customers will have greater sales, less marketing and advertising costs, and best pricing. This is because the brand loyal customers are less reluctant to shift to other brands, respond less to price changes and self-
promote the brand as they perceive that their brand have unique value which is not provided by other competitive brands. Brand loyalty is always developed post purchase. To develop brand loyalty, an organization should know their niche market, target them, support their product, ensure easy access of their product, provide customer satisfaction, bring constant innovation in their product and offer schemes on their product so as to ensure that customers repeatedly purchase the product. The extent of the faithfulness of consumers to a particular brand, expressed through their repeat purchases, irrespective of the marketing pressure generated by the competing brands. Consumer satisfaction a term frequently used in marketing 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 exceeds specified satisfaction goals. According to Oliver (1997), satisfaction is defined from the mixture of both affection and cognition approach as the consumers fulfillment response. It is a judgment that a product or service feature, or the product or service itself, provided (or is providing) a pleasurable level of consumption-related fulfillment, including levels of under- or overfulfillment. Customer satisfaction is viewed as influencing repurchase intentions and behavior, which, in turn, leads to an organizations future revenue and profits. However, Bowen and Shoemaker (2003) stated that satisfied customers might not return to the firm and spread positive word-of-mouth communications to others. One of the reasons is that the firm does not deliver what customers need or want
Dealer Performance The key to this is to create consistent interaction and stay in constant contact with their customers. Dealers , typically car dealership selling used cars out side, new cars in the showroom, as well as a vehicle entrance to the repairs & service area in the business of the building. As a Dealer we know customer retention is important. Every company spend a lot of time and money marketing and bringing in new business. But in most cases, there is very little or no effort made to follow up and stay in touch after the sale. To increase repeat business and increase referrals, customers need to remember Dealership! The best way to achieve this is to keep in touch with your customers after the sale with a personal relation program. We believe at most dealerships customer service ends when the vehicle rolls over the curb. But the importance of keeping your dealership connected with valued customers .Dealership consistently stay connected with customers, using very effective, personalized adds a personal touch and clearly differentiates Dealership from their competitors. Every Company committed to fully supporting their dealers by helping them achieve loyal customers that continually reward them with repeat and referral business.
INTRODUCTION TO CORPARATE IMAGE

corporate image refers to the perception that the general public holds about a particular business. It refers to the accepted image of what a company stands for marketing. experts who use public relation & other forms of promotion to suggest
a mental picture to the public typically, a corporate image is designed to be appealing to the public, so that the company can spark an interest among
consumer, create share of mind, generate brand equity $ thus facilitate product sales .The company image created media includes news media, journals etc. Keller (1993) defined brand image is a perception about a brand held in consumer memory. Corporate brands are intangible assets for companies that are difficult to imitate, and it is different from products brands as emphasizing the important of brand values .when consumers purchase products Consumers more favorable the image has higher perceived in quality, value.
Promotional mix
advertising Personal selling
Direct marketing
exhibition ,
publicity
Corporate image
Public relation
Sales promotion
Consumer perception of the corporate entity behind a brand. In most cases, the corporation has no identity in the mind of the consumer, such as Con Agra, which owns the. In other cases, the corporate image acquires negative connotations such as Exxon did following the A positive corporate image can greatly increase the speed of new product adoption because of the credibility of the manufacturer's claims.
CORPARATE IMAGE MEANING

Corporate image, or reputation, describes the manner in which a company, its activities, and its products or services are perceived by outsiders. In a competitive business climate, many businesses actively work to create and communicate a positive image to their customers, shareholders, the financial community, and the general public. A company that mismanages or ignores its image is likely to encounter a variety of problems. "Reputation problems grow like weeds in a garden," Davis Young wrote in his book Building Your Company's Good Name. "Direct and indirect costs escalates geometrically." Some of the warning signs that a business might have an image problem include high employee turnover, the disappearance of major customers, a drop in stock value, and poor relationships with vendors or government officials. If an image problem is left unaddressed a company might find many of its costs of doing business rising dramatically, including the costs of product development, sales support, employee wages, and shareholder dividends. In addition, since the majority of consumers base their purchase decisions at least partly on trust, current and future sales levels are likely to suffer as well.
In businesses of all sizes, it is vital that managers recognize the importance of creating and maintaining a strong image, and that they also make employees aware of it. Corporate image begins within the offices of a company's managers. It should be based on the development of good company policies, rather than on controlling the damage caused by bad company policies. Young recommends that business owners and managers take the following steps toward improving their companies' image: focus on the firm's long-term reputation; base actions on substantive policies; insist on candor in all business dealings; and uphold the stakeholders' right to know. After all, he notes, a good corporate image can take years to build and only moments to destroy.
Importance of Corporate Image

Several factors have contributed to the increasing importance of corporate image in recent years. For example, the business climate in the United States has become one of environmental complexity and change. This has forced many business enterprises to significantly alter their strategies to better compete and survive. The acceleration of product life cycles is another vital dimension of the turbulent business environment. Globalization has been still another catalyst in the rise of corporate image programs, as companies have sought ways to spread their reputations to distant markets. A related factor is that as a corporation expands its operations internationally, or even domestically, through acquisitions, there is a danger that its geographically dispersed business units will project dissimilar or contrary images to the detriment of corporate synergy. A final factor stimulating the current interest in corporate image is society's growing expectation that corporations be socially responsible. Many of today's
consumers consider the environmental and social image of firms in making their purchasing decisions. Some companies have recognized this reality and reaped tremendous benefits by conducting themselves in a socially and environmentally responsible manner. Some of these companies act out of genuine altruism, while others act out of a simple recognition of the business benefits of such behavior.
Theory of Corporate Image

In the process of managing corporate image, the fundamental variables are: corporate identity, corporate communication, corporate image, and feedback. Corporate identity is the reality of the corporationthe unique, individual personality of the company that differentiates it from other companies. Corporate communication is the aggregate of sources, messages, and media by which the corporation conveys its uniqueness or brand to its various audiences. Corporate image is in the eye of the beholderthe impression of the overall corporation held by its several audiences. The objective in managing corporate image is to communicate the company's identity to those audiences or constituencies that are important to the firm, in such a way that they develop and maintain a favorable view of the company. This process involves fashioning a positive identity, communicating this identity to significant audiences, and obtaining feedback from the audiences to be sure that the message is interpreted positively. An unsatisfactory image can be improved by modifying

corporate communication, re-shaping the corporate identity
ELEMENTS IN CORPARATEIMAGE
CORPARATE IMAGE CORPORATE IDENTITY
corporate strategy corporate culture organizational design Corporate behavior (internal values, norms, etc.) Corporate communication (advertising, public relations,
information, etc.)
Corporate design (logos, uniforms, corporate colours etc operations

CORPORATECOMMUNICATION FEEDBACK
Corporate image is the reputation of the firm with the various

audiences that are important to it. These groups that have a stake in the company are known as stakeholders. Stakeholders are affected by the actions of the company and, in turn, their actions can affect the company. Consequently, its image in the eyes of its stakeholders is important to the company. The principal stakeholders with which most large corporations must be concerned are: customers, distributors and retailers, financial institutions and analysts, shareholders, government regulatory agencies, social action organizations, the general public, and employees.
.CORPORATE IDENTITY: Corporate identitythe reality and uniqueness of the organizationmay be broken down into four component parts: corporate strategy, corporate culture, organizational design, and operations. Strategy is the overall plan that determines the company's product/market scope and the policies and programs it chooses to compete in its chosen markets. Corporate culture is the shared values and beliefs that the organization's The image that stakeholders have of the company will influence their willingness to either provide or withhold support. Thus, if customers develop a negative perception of a company or its products, its sales and profits assuredly will decline. Government regulatory lottery agencies, another important set of stakeholders, are required by law to monitor and regulate firms for specific, publicly defined purposes. Nevertheless, these agencies have considerable discretion in how they interpret and apply the law. Where they have a positive perception of the firm, they are likely to be much less censorious. Obviously, each of the various stakeholder groups is likely to have a somewhat different perception of the corporation because each is concerned primarily with a different facet of its operation. Thus, consumers are principally interested in the price, quality, and reliability of the company's products and services. Financial institutions are concerned with financial structure and performance. Employees are mainly concerned with wages, working conditions, and personnel policies. Logically, then, a company should tailor its communication to each stakeholder group individually to address the special concerns of that group. However, maintaining a consistent image among the several stakeholder groups is also vital. Although it is prudent to stress different facets of the firm's identity to its various publics, the firm should avoid projecting an inconsistent image, because
the concerns and memberships of different stakeholder groups often overlap. For instance, the financial community and the shareholders would have many of the same financial and strategic concerns about the company. In fact, many shareholders rely heavily on the advice of experts from financial institutions. Similarly, both employees and the general public have an interest in the overall prestige of the firm and the reputation of its products. A social action group's criticism, whether economically effective or not, is bound to influence some customers and affect the company's public reputation. A regulatory agency such as OSHA would focus narrowly on the firm's safety record and policies, but the company's employees and their labor unions also have a stake in these matters. Corporate identity is often viewed as being composed of three parts:

Corporate design (logos, uniforms, corporate colours etc.) Corporate communication (advertising, public relations, information, etc.) Corporate behavior (internal values, norms, etc.)
Organizational point of view In a recent monograph on Chinese corporate identity (Routledge, 2006), Peter Peverelli, proposes a new definition of corporate identity, based on the general organization theory proposed in his earlier work, in particular Peverelli (2000). This definition regards identity as a result of social interaction:
Corporate identity is the way corporate actors (actors who perceive themselves as acting on behalf of the company) make sense of their company in ongoing social interaction with other actors in a specific
context. It includes shared perceptions of reality, ways-to-do-things, etc., and interlocked behaviour.
In this process the corporate actors are of equal importance as those others; corporate identity pertains to the company (the group of corporate actors) as well as to the relevant others;
Corporate actors construct different identities in different contexts.
four key brand requirementssuccessful corporate identity strategy.
Differentiation. In todays highly competitive market, brands need to have a clear differentiation or reason for being. What they represent needs to be stand apart from others in order to be noticed, make an impression, and to ultimately be preferred. Relevance. Brands need to connect to what people care about out in the world. To build demand, they need understand and fulfill the needs and aspirations of their intended audiences. Coherence. To assure credibility with their audiences, brands must be coherent in what they say and do. All the messages, all the marketing communications, all the brand experiences, and all of the product delivery need to hang together and add up to something meaningful. Esteem. A brand that is differentiated, relevant and coherent is one that valued by both its internal and external audiences. Esteem is the reputation a brand has earned by executing clearly on both its promised and delivered experience.
Visual identity
Corporate visual identity plays a significant role in the way an organization presents itself to both internal and external stakeholders. In general terms, a corporate visual identity expresses the values and ambitions of an organization, its business, and its characteristics. First, a corporate visual identity provides an organisation with visibility and "recognizability".[4] For virtually all profit and non-profit organisations, it is of vital importance that people know that the organization exists and remember its name and core business at the right time. functions of corporate visual identity 1. Second, a corporate visual identity symbolizes an organization for external stakeholders, and, hence, contributes to its image and reputation (Schultz, Hatch and Larsen, 2000). Van den Bosch, De Jong and Elving (2005) explored possible relationships between corporate visual identity and reputation, and concluded that corporate visual identity plays a supportive role in corporate reputations. 2. Third, a corporate visual identity expresses the structure of an organization to its external stakeholders, visualising its coherence as well as the relationships between divisions or units. Olins (1989) is well known for his "corporate identity structure", which consists of three concepts: monolithic brands for companies which have a single brand, a branded identity in which different brands are developed for parts of the organization or for different product lines, and an endorsed identity with different brands which are (visually) connected to each other. Although these concepts introduced by
Olins are often presented as the corporate identity structure, they merely provide an indication of the visual presentation of (parts of) the organization. It is therefore better to describe it as a "corporate visual identity structure". 3. A fourth, internal function of corporate visual identity relates to employees' identification with the organization as a whole and/or the specific departments they work for (depending on the corporate visual strategy in this respect). Identification appears to be crucial for employees,[5] and corporate visual identity probably plays a symbolic role in creating such identification.
CORPORATECOMMUNICATION. Corporate communication provides the link between corporate identity and corporate image. It should be defined in the broadest possible sense, because companies communicate identities in many different ways. Communication can include almost anything the company does, from the way telephones are answered to the involvement of company employees in community affairs. Some of the principal sources of corporate communication include company and product names and logos, formal statements (mission statements, credos, codes of ethics, annual reports, advertising copy, and company slogans), and behavior during important events. These events encompass scheduled events such as open houses and anniversary sales as well as unscheduled events such as lawsuits or negative press coverage. FEEDBACK. Feedback is essential to the management of corporate image. Business owners and managers need accurate information on how they and their company are perceived if they are to make sound decisions. Ideally, feedback
should be continuous. As a practical matter, continuous feedback can be elicited from salespeople, clients, employees, and other local business owners. Based on such input, modifications may be made in the company's communication methods or, if warranted, a formal study of the corporate image may be initiated. In addition to systematically utilizing internal sources, it is prudent to undertake a serious review of the business's reputation (both internally and externally) on a regular basis. In Corporate Communications, a corporate identity is the "persona" of a corporation which is designed to accord with and facilitate the attainment of business objectives. It is usually visibly manifested by way of branding and the use of trademarks.
Corporate identity comes into being when there is a common ownership of an organizational philosophy that is manifest in a distinct corporate culture the corporate personality. At its most profound, the public feel that they have ownership of the philosophy. Often referred to as organizational identity, corporate identity helps organizations to answer questions like who are we? and where are we going? Corporate identity also allows consumers to denote their sense of belonging with particular human aggregates or groups. In general, this amounts to a corporate title, logo (logotype and/or logogram), and supporting devices commonly assembled within a set of guidelines. These guidelines govern how the identity is applied and confirm approved colour palettes, typefaces, page layouts and other such methods of maintaining visual continuity and brand recognition across all physical manifestations of the brand.
These guidelines are usually formulated into a package of tools called corporate identity manuals.. Many companies pay large amounts of money for the research, design and execution involved in creating an identity that is extremely distinguishable and appealing to the company's target audience. CUSTOMER ORIENTATION
Brand loyalty American Marketing Associations defines brand loyalty the situation in which a consumer generally buys the same manufacturer. Originated product or service repetendly over time rather than buy it from a multiple supplier within the category [promotion].The degree to which a consumer consistent to purchase the same brand with in a product [consumer behavior].
CHAPTER 3 PROFILES
INDUSTRY PROFILE
While automobiles were introduced to India in the late 1890's, the manufacturing industry only took off after independence in 1947. The protectionist economic policies of the government gave rise in the 1950s to the Hindustan Motors Ambassador, based on a 1950s Morris Oxford, and, are still ubiquitous in the roads and highways of India. Hindustan Motors and a few smaller manufacturers such as Premier Automobiles, Tata Motors, Bajaj Auto, Ashok and Standard Motors held an oligopoly until India's initial economic opening in the 1980's. The maverick Indian politician Sanjay Gandhi championed the need for a "people's car"; the project was realized after his death with the launch of a state-owned firm Maruti Udyog which quickly gained over 50% market share. The Maruti 800 became popular because of its low price, high fuel efficiency, reliability and modern features relative to its competition at the time. Tata Motors exported buses and trucks to niche markets in the developing world.The liberalization of 1991 opened the flood gates of competition and growth which have continued up to today.. General Motors, Ford, Toyota, Honda, Hyundai and others set up manufacturing plants. Rolls Royce, Bentley and Maybach are examples of the few high end automobile manufacturers which entered India in the recent years.
COMPANY PROFILE
KVR Auto cars pvt ltd
KVR group of companies is prominent business group in kerala promoted is managed by mr.Balan p nair and family. The promoters are a successful business group in UAE, dealing in automobile spare, KVR motors, and KVR auto cars.KVR auto cars deals with all types of new and used Maruti Suzuki cars. They very well understand the fact that vehicle more than just a mean of transporting people and goods. But they have a deep and far reaching impact on society, the national economy enviournment.
KVR
AUTOCARS
[P]LTD
is
situated
in
Thirurkkad,
near
Perinthalmanna,malappuram [dt]kerala was inaugurated on 7 th February,2007 under companies Act 1956.KVR Auto carspvt ltd is a new venture of KVR group.KVR is the authorized dealer of MARUTI SUZUKI INDIA LTD and mainly deals with sales and service of maruti vehicle,true value[buy,sell,exchange] ,Maruti genuine aaccessories,Mauti genuine spare and Maruti driving school with similar facility available there. And they have 5 work shop facilities in malappuram and palakkad districts .for the sale of maruti vehicles they established retailer out lets at all over in malappuram and palakkad districts. . operation in malappuram district consist head office in perinthalmanna. KVR auto cars is well known its quality service& aggressive marketing in entire Malabar region. Through the hard working & dedication of the employee.KVR motors achieved 97% of the customer satisfaction level in the two wheelers service. their work shop of vehicle is one of the largest in south India. The related services such as accessories, body shop sales and sale of additive & lubricants are also made
available under one roof. They lauched driving school initiative for promoting safe driving at thirurkkad. . Over view of KVR group 1.popular auto parts[authorized spare parts dealerNISSAN,TOYOTA,BMW,MERCEDES BENZ] UAE 2.KVR Auto cars [p] ltd[authorized dealer of maruthi Suzuki India ltd]perinthalmanna 3. KVR cars [p] ltd[authorized dealer of maruthi Suzuki India ltd]-Kasargode 4. KVR Automobiles [authorized dealer of Bajaj 2&3 wheelers]-Perinthalmanna 5. KVR Bikes [authorized dealer of Bajaj two wheelers]-Tirur 6.KVR Tower-multystored shopping complex-Kannur. 7.KVR Auto fuels: Dealer ship of rebalance petroleum products-Calicut.
Sales outlets
Perinthalmanna Tirur Palakkad Mannarkkad Cherpulasseri koottanadu
Chungathara Manjeri Kondotty Parappanagadi Edappal Vettichira Work shopspecialities Express service Warranty service Insurance renewal
Accident repair Quick body repair 24 hours break down service Free service Service advisor support Advance service booking
Insurance benefits
A single point of contact Hassle free transactions 24 hours on road assistance Post accident repair and insurance support Cashless repair & claim settlement Dealer assisted towing facility Instant policy issuance
Other services Customer care cell Extended warranty Genuine accessory support Genuine spare parts support Trained mechanics Free pickup and delivery facility Certified engineers Shuttle service facility
AWARDS
Sales growth RM award-2008-09 & 2010-11 Dealer with highest A Star sale award-2011 North Malabar chamber of commerce award for best business man2011 Rural champion trophy award for highest sale in rural part of keralajan 2012 Placed as one of the top ten workshop is customer satisfaction [Q1,2011-12] No.1 workshop in least time for servicing [s-3,region] No.1 in India for Sunday working All India best showroom award-2007 All Kerala best showroom award-2007
Young dealer owner award -2007-08 Golden dealer award for best performance in sale-2009-10 All Kerala true value award-2010 Lowest VOR award [MPG] 2011-12 Highest MGA sale award-2010
Organizational structure
Board of directors
General Manager operations
Service Sales
Human resource
Finance
Product managers
Team leaders
Consultant Work manager Parts manager Customer relations manager Body shop manager
Organizational structure
Industry Predecessor(s) Founded Headquarters Key people
Automotive Maruti Udyog Limited 1981 New Delhi, India Shinzo Nakanishi (CEO & MD)
Products Parent
Employees
Automobiles
Suzuki Motor Corporation 6903
Maruti Suzuki India Limited

In 1970 , Sanjay Gandhi the son of Indira Gandhi envisioned themanufacture of an indigenous , cost effective , low maintenance compactcar for the Indian middle class . Indira Gandhis cabinet passed aunanimous resolution for the development and production of a peoplescar. Sanjay Gandhis company was christened Maruti limited. The name of the car was chosen after a Hindu deity named Maruti Ltd. That timeHindustan Motors Ambassador was the chief car and the company hadcome out with a new entrant the premier Padmini that worked slowlygaining a part of the market share dominated by the ambassador. For thenext ten years the Indian car market had stagnated at a volume of 30,000to 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 wasdirectly targeted at Indira Gandhi. Over the next few years the companywas sidelined to Bangladesh liberation war and emergency.In the early days under the powerful patronage of Sanjay Gandhi thecompany was provided with free land, tax breaks and funds. Till the end of 1970 the company had not started the production and a prototype testmodel was welcomed with criticism and skepticism. The company wentinto liquidation IN 1977. The media perceived it to be another area of growing corruption. Unfortunately Marutis started to fly only after thedeath of Sanjay Gandhi, when Suzuki motors joined the government of India as a joint venture partnered with 50% share. After his death IndiraGandhi decided that the project should not be allowed t o die. Marutisentered into this collaboration with Suzuki motors. The collaborationheralded 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 torolling out cars from a production line. The production of Maruti-800 in 1983 marked the beginning of arevolution in the Indian automobile industry. It brought in the latesttechnology of that time more fuel efficiency and lower prices that led tothe creation of a huge market for all car segments as the Indian, middleclass grew in size. This in turn brought in more players in this segment. Anumber of auxiliary car parts making units were set up as more carmanufacturers realized it was more cost effective to make their car partsin India rather than importing them.
Established in December 1983, Maruti Suzuki India Ltd. has ushered a revolution in the Indian car industry. This car is meant for an average Indian individual which is affordable as well as has elegant appeal. Maruti Suzuki India Ltd. is the result of collaboration of Maruti with Suzuki of Japan. At this time, the Indian car market had stagnated at a volume of 30,000 to 40,000 cars for the decade ending 1983. This was from where Maruti took over. The company has crossed the milestone of becoming the first Indian company in March 1994, by manufacturing in totality one million vehicles. It is known for its mass-production and selling of more than a million cars. Maruti Suzuki India Ltd.
is the India's largest automobile company which entered in the market with affirmed aim to render high quality fuel efficient and low - cost vehicles. Their main products are Maruti 800and Alto,Maruti omini, to hatchback Ritz, AStar, Swift, Wagon-R, Estillo and sedans DZire, SX4, in the 'C' segment Maruti Eeco, Multi Purpose vehicle Ertiga and Sports Utility vehicle Grand VitaraIt is the market leader in India, and on 17 September 2007, Maruti Udyog Limited was renamed as Maruti Suzuki India Limited. The company's headquarters are located in New Delhi. In February 2012, the company sold its 10th million vehicle in India. Maruti Suzuki is India and Nepal's leading automobile manufacturer 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 BJP-led government held an initial public offering of 25% of the company in June 2003. As of 10 May 2007, the government of India sold its complete share to Indian financial institutions and no longer has any 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 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 Udyog) are sold by Suzuki Motor Corporation and manufactured in Pakistan and other South Asian countries. The company exports more than 50,000 cars annually and has an extremely large domestic market in India selling over 730,000 cars annually. 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 but Maruti Suzuki's Swift has taken over this titles by 19000 models in April 2012. 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. Its manufacturing facilities are located at two facilities Gurgaon and Manesar south of Delhi. Maruti Suzukis 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 Diesel Engine plant with an annual capacity of 100,000 engines and 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 public and financial institutions. It is listed on the Bombay Stock Exchange and National Stock Exchange of India During 2007-08, Maruti Suzuki sold 764,842 cars, of which 53,024 were exported. In all, over six million Maruti Suzuki cars are on Indian roads since the first car was rolled out on 14 December 1983. Maruti Suzuki offers 15 models, Maruti 800, Alto, WagonR, Estilo, A-star, Ritz, Swift, Swift DZire, SX4, Omni, Eeco, Gypsy, Grand Vitara, Kizashi and the newly launched Ertiga. Swift, Swift DZire, A-star and SX4 are manufactured in Manesar, Grand Vitara and Kizashi are imported from Japan as completely built units(CBU), remaining all models are manufactured in Maruti Suzuki's Gurgaon Plant. The company is believed to be moving towards introduction of a new version of Maruti 800 by November 2012, which will be more fuel efficient, though slightly costlier than Alto and existing Maruti 800. Suzuki Motor Corporation, the parent company, is a global leader in mini and compact cars for three decades. Suzukis technical superiority lies in its ability to pack power and performance into a compact, lightweight engine that is clean and fuel efficient. Nearly 75,000 people are employed directly by Maruti It has been rated first in customer satisfaction among all car makers in India from 1999 to 2009 by J D Power Asia Pacific.Maruti Suzuki will be introducing new 800cc model by Diwali in 2012.The model is supposed to be fuel efficient, hence more expensive.Maruti XA Alpha based compact SUV to compete with the Ford EcoSport & Renault Duster will be launched in the year 2014
Manufacturing facilities
Maruti Suzuki has two manufacturing facilities in India. Both manufacturing facilities have a combined production capacity of 1,250,000 vehicles annually. Gurgaon Manufacturing Facility The Gurgaon Manufacturing Facility has three fully integrated manufacturing plants and is spread over 300 acres (1.2 km2). All three plants have an installed capacity of 350,000 vehicles annually but productivity improvements have enabled it to manufacture 700,000 vehicles annually. The Gurgaon facilities also manufacture 240,000 K-Series engines annually. The entire facility is equipped with more than 150 robots, out of which 71 have been developed in-house. The Gurgaon Facilities manufactures the 800, Alto, WagonR, Estilo, Omni, Gypsy, Ertiga and Eeco. Manesar Manufacturing Facility The Manesar Manufacturing Plant was inaugurated in February 2007 and is spread over 600 acres (2.4 km2). Initially it had a production capacity of 100,000 vehicles annually but this was increased to 300,000 vehicles annually in October 2008. The production capacity was further increased by 250,000 vehicles taking total production capacity to 550,000 vehicles annually. The Manesar Plant produces the A-star, Swift, Swift DZire, SX4 and Ritz.
Sales and service network

As of 31 March 2011 Maruti Suzuki has 933 dealerships across 666 towns and cities in all states and union territories of India. It has 2,946 service stations
(inclusive of dealer workshops and Maruti Authorised Service Stations) in 1,395 towns and cities throughout India. It has 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.
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. Ltd. 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.
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 up with ABN Amro Bank, HDFC Bank, ICICI Limited, Kotak Mahindra, Standard
Chartered Bank, and Sundaram to start this venture including 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 SBIMaruti Finance. SBI-Maruti Finance is currently available in 166 cities across India. "Maruti Finance marks the coming together of the biggest players in the car finance business. They are the benchmarks in quality and efficiency. Combined with Maruti volumes and networked dealerships, this will enable Maruti Finance to offer superior service and competitive rates in the marketplace". Citicorp Maruti Finance Limited is a joint venture between Citicorp Finance India and Maruti Udyog Limited its primary business stated by the company is "hirepurchase financing of Maruti Suzuki vehicles". Citi Finance India Limited is a wholly owned subsidiary of Citibank Overseas Investment Corporation, Delaware, which in turn is a 100% wholly owned subsidiary of Citibank N.A. Citi Finance India Limited holds 74% of the stake and Maruti Suzuki holds the remaining 26%. GE Capital, HDFC and Maruti Suzuki came together in 1995 to form Maruti Countrywide. Maruti claims that its finance program offers most competitive interest rates to its customers, which are lower by 0.25% to 0.5% from the market rates.
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 31 March 2010 there are 341 Maruti True Value outlets.
N2N Fleet Management

N2N is the short form of End to End Fleet Management and provides lease and fleet management solution to corporates. Clients who have signed up of this service include Gas Authority of India Ltd, DuPont, Reckitt Benckiser, Sona Steering, Doordarshan, Singer India, National Stock Exchange and Transworld. This fleet management service include end-to-end solutions across the vehicle's life, which includes Leasing, Maintenance, Convenience services and Remarketing.
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 initiative under the brand name Maruti Genuine Accessories to offer accessories like alloy wheels, body cover, carpets, door visors, fog lamps, stereo systems, seat covers and other car care products. These products are sold through dealer outlets and authorized service stations throughout India.
Maruti Driving School in Chennai

As part of its corporate social responsibility Maruti Suzuki launched the Maruti Driving School in Delhi. Later the services were extended to other cities of India as well. These schools are modelled on international standards, where learners go through classroom and practical sessions. Many international practices like road behaviour and attitudes are also taught in these schools. Before driving actual vehicles participants are trained on simulators.
"We are very concerned about mounting deaths on Indian roads. These can be brought down if government, industry and the voluntary sector work together in an integrated manner. But we felt that Maruti should first do something in this regard and hence this initiative of Maruti Driving Schools.
Issues and problems

On 24 February 2010, Maruti Suzuki India announced recalling of 100,000 A-Star hatchbacks to fix a fuel leakage problem. the company will replace the gaskets for all 100,000 A-Star cars.
Exports
Maruti Exports Limited is the subsidiary of Maruti Suzuki with its major focus on exports and it does not operate in the domestic Indian market. The first commercial consignment of 480 cars were sent to Hungary. By sending a consignment of 571 cars to the same country Maruti Suzuki crossed the benchmark of 300,000 cars. Since its inception export was one of the aspects government was keen to encourage.Every political party expected Maruti Suzuki to earn foreign currency. Angola, Benin, Djibouti, Ethiopia, Europe, Kenya, Morocco, Nepal, Sri Lanka, Uganda, Chile, Guatemala, Costa Rica and El Salvador are some of the markets served by Maruti Exports.
Awards and recognition

The Brand Trust Report published by Trust Research Advisory has ranked Maruti Suzuki in the seventh position in 2011 and the sixth position in 2012 among the brands researched in India. Bluebytes News, a news research agency, rated Maruti Suzuki as India's Most Reputed Car Company in their Reputation Benchmark Study conducted for the Auto (Cars) Sector launched in April 2012. Number of competitors in the automobile industry in India are
udi Bentley BMW Chevrolet Daewoo Fiat Ford Hindustan motors Honda
Hyundai ICML Lambhorgini Mahindra Mahindra-Renault Maybach Mercedes Benz Mitsubishi Nissan
Opel Porsche Premier Rolls-RoyceSan Skoda Tata Toyota Volkswogen Volvo
CHAPTER -3
PRODUCT PROFILES
CARS
Maruti Swift Dzire 2012 Maruti Suzuki Kizashi Maruti Suzuki Grand Vitara 2.4 Grand Vitara Maruti Suzuki XL7
Maruti RIII Concept Maruti Eeco
Maruti Jimny
Maruti New Swift
Omni
o o o
5 seater Maruti Omni 8 seater Maruti Omni LPG Maruti Omni
Maruti Alto o Alto o Alto Lx o Alto Lxi o Alto K10 LXI Maruti Suzuki Alto Flash Limited Edition
Maruti Zen Classic
Wagon R o WagonR Lx
Versa
o
5 seater
Maruti Zen Estilo o Maruti Zen Estilo Lx o Maruti Zen Estilo Lxi o Maruti Zen Estilo Vxi Maruti Suzuki Zen Estilo Sports
WagonR Lxi o WagonR Vxi o WagonR Ax o WagonR Duo New Wagon R

o
8 seater ( DX & DX2)
Maruti Esteem o Maruti Esteem Lx o Maruti Esteem Lxi o Maruti Esteem Vxi
Baleno o Baleno Sedan VXi o Baleno Sedan LXi
Swift Swift LXi o Swift VXi o Swift ZXi o Swift Diesel'Ldi' o Swift Diesel 'Vdi' Swift DZire
o
Maruti Gypsy o Hard top o Soft top
Maruti SX4 o Maruti SX4 Vxi o Maruti SX4 Zxi New Maruti Suzuki SX4 Maruti Suzuki SX4 Diesel Maruti Suzuki Concept R3
Maruti A-Star
Maruti Suzuki Ritz Maruti Suzuki Ritz Genus
Maruti 800 o Maruti 800 STD BS III o Maruti 800 AC BS III o Maruti 800
Duo
AWAITED MODELS

Maruti Suzuki Cervo
Maruti Suzuki SX4 Hatchback Maruti Suzuki SX4 2011 Maruti APV
Maruti Suzuki New A-Star 2011
Maruti Suzuki Grand Vitara DDiS
1.
Maruti 800 [lauched 1983 ]
Red Bull Maruti Suzuki Swift [launched 19 ]
1. Maruti Omini [launched 1984]
Maruti Gypsy [launched 1985 ]
Maruti Alto [lauched 1997], AltoK12 [2010]
Maruti Suzuki Swift [launched 2005 ]
Maruti Suzuki Zen Estilo [launched 2007 ]
Suzuki SX4 [launched 2007 ]
7th Generation Suzuki Alto is sold as Maruti Suzuki A-Star in India [launched 2008 ]
Maruti Suzuki Swift DZire [launched 2008]
Suzuki Splash is sold as Maruti Suzuki Ritz in India. [launched 2009 ]
IMPORTED
Suzuki Grand Vitara [launched 2007 ] Kizashi (Launched 2011)
2. WagonR (Launched 1999) 3. Eeco (Launched 2010) 4. Maruti Ertiga, seven seater MPV R3 designed and developed in India, will compete with Toyota Innova, Mahindra Xylo, and Tata Sumo Grande.In early 2012, Suzuki Ertiga will be exported first to Indonesia in Completely Knock Down car. 5. Maruti XA Alpha based compact SUV to compete with the Ford EcoSport & Renault Duster will be launched in the year 2014
Discontinued car models

1. 2. 3. 4. 5. 6. 1000 (19902000) Zen (19932006) Esteem (19942008) Baleno (19992007) Versa (20012010) Grand Vitara XL7 (20032007)
CHAPTER 4
DATA ANALYSIS & INTERPRETATION

DATA ANALYSIS & INTERPRETATION
Data analysis consists diagrammatic representation and interpretation of data collected through questionnaire from the customers. This survey was conducted to
find out the KVR s performance how to affect the corporate image of Maruthi Suzuki.50 samples selected from Perinthalmanna region.
Table 4.1 GENDER OF RESPONDENTS GENDER NUMBER OF PERCENTAGE
Male Female Total
RESPONDENTS 47 3 50 Chart 4.1
94 6 100
GENDER OF RESPONDENTS
Sales
Male Female
(Source: primary data)
INFERENCE: It is clear that 94% of the respondents were Male and remaining 6% are Female.
Table 4.2
AGE WISE CLASSIFICATION
AGE 18-28 29-38 39-48 49& above Total
NUMBER OF RESPONDENTS 14 22 8 6 50 Chart 4.2
PERCENTAGE 28 44 16 12 100
AGE WISE CLASSIFICATION

c
it can be noted that 44% of respondents are in between 29-38years of age. 28% are in the age between 18-28 and 16% in between 39-48 remaining 12% are above 49.
Table 4.3 OCCUPATION WISE CLASSIFICATION
OCCUPATION
NUMBER OF RESPONDENTS
PERCENTAGE
Business Professionals Doctor Engineer Other Student NRI Govt. employee Others
20 2 1 10 2 2 4 9
40 4 2 20 4 4 8 18
Chart 4.3 OCCUPATION WISE CLASSIFICATION
40 35 30 25 20 15 10 5 0
Occupation
INFERENCE: It can be observed from table 40% of respondents are Business persons Professionals. It is further be noted that 26 are professionals and 8% govt. employee using MARUTHI SUZUKI cars.
Table 4.4 C MODEL OF VEHICLE MODEL Maruthi 800 Maruthi Alto Swift Ritz Wagnor A Star Maruthi Ertiga Others Total Chart 4.4 MODEL OF VEHICLE NUMBER OF RESPONDENTS 3 25 8 5 2 2 1 4 50 PERCENTAGE 6 50 16 10 4 4 2 8 100
MODELS
Maruthi 800 Maruthi Alto Swift Wagnor A Star Maruthi Ertiga Ritz Others
INFERENCE: A study to know about the which model cars used customer of KVR Auto cars and from the response and analysis it is shows that almost 50% of respondents are using MARUTHI ALTO car. It can further be noted that 16% and 10% are holding MARUTHI SWIFT and MARUTHI RITZ respectively.
Table 4.4
DURATION
DURATION
NUMBER OF
PERCENTAGE
Below 6 month 6 month-1 year 1-3 year 3-5 year More than 5 year Chart 4.5
RESPONDENTS 2 11 20 9 8
4 22 40 18 16
DURATION
40 35 30 25 20 15 10 5 0 Below 6 month 6 month-1 year 1-3 year 3-5 year
INFERENCE: Here we analysis is carried out to check how long a customer will stay in KVR Auto cars and from the response and analysis it is found that almost 40% of the respondents are there in between 1 to 3 year, 22% in between 6 months to 1 year, 18% in between 3 to 5 year, 16% are in more than 5 year, and 4% are below 6 months.
Table 4.6
OPINION ABOUT PRESENT PERFOMANCE OF VEHICLE
OPINION OF RESPONDENT Excellent Good Average Below Average
NUMBER OF RESPONDENTS 13 32 5 0
PERCENTAGE 26 64 10 0
Chart 4.6
OPINION ABOUT PRESENT PERFOMANCE OF VEHICLE
PRESENT PERFOMANCE
70 60 50 40 30 20 10 0 Excellent Good Average Below average poor
INFERENCE: Here we are try to identify the customers opinion about the present performance of vehicle, we came to know that 64% of the customers are states good performance, 26% and 10% are says excellent and average respectively. None of them respondents have below average or poor performance.
Table 4.6
RATING THE PREFERENCE OF THE CAR
FACTORS Price
Highly satisfied satisfied Moderate Dissatisfied Highly Dissatisfied Highly satisfied satisfied Moderate Dissatisfied Highly Dissatisfied Highly satisfied satisfied Moderate Dissatisfied Highly Dissatisfied Highly satisfied satisfied Moderate Dissatisfied Highly Dissatisfied Highly satisfied satisfied Moderate Dissatisfied Highly Dissatisfied Highly satisfied satisfied Moderate Dissatisfied Highly Dissatisfied Highly satisfied satisfied Moderate Dissatisfied Highly Dissatisfied Highly satisfied satisfied Moderate Dissatisfied Highly Dissatisfied
Mileage
Engine capacity Space
Service
Comfort
Style
Brand Image
NUMBER OF RESPONDENTS 15 10 24 1 0 25 7 16 1 0 20 17 13 0 0 10 11 27 1 0 30 5 12 2 1 40 3 7 0 0 24 12 14 0 0 30 10 10 0 0
PERCE NTAGE 30 20 48 2 0 50 14 32 2 0 40 34 26 0 0 20 22 54 2 0 60 10 24 4 2 60 6 14 0 0 48 24 28 0 0 60 20 20 0 0
Chart 4.6
RATING THE PREFERENCE OF THE CAR
70 60 50 40 HIGHLY SATISFIED 30 20 10 0 SATISFIED MODERATE DISSATIFIED HIGHLY DISSTIFIED
INFERENCE: Here we analysis is carried out to find out the customers rate of preference in major factors of car. The table shows that they 60% of them highly satisfied in service, comfort & brand image of their car. Only 2% of them highly dissatisfied ,4% dissatisfied among their services.48% shows moderate opinion about price of the MARUTHI car.2% people dissatisfied on price, mileage, space. And also Mileage and engine capacity shows highly satisfaction of 50%,40% respectively.
Table 4.7
OPINION ABOUT PRICE OPINION OF RESPONDENT Excellent Good Average Below average Poor Total NUMBER OF RESPONDENTS 12 32 5 1 0 50 PERCENTAGE 26 62 10 2 0 100
Chart 4.7
OPINION ABOUT PRICE
Column1
80 60 40 20 0 Excellent Good Average Below average Poor
INFERENCE:
Here we analysis is carried out to find out the opinion about price.62% of respondent said that the price of MARUTHI is good and 26% express it is excellent while the 5% said it is average,2%said below average. And also no one respond it has poor
Table 4.8
UNIQUE FEATURES COMPARED WITH COPETETORS FEATURES Customer relation management Service quality Company image Comfort Others Total NUMBER OF RESPONDENTS 10 20 16 1 3 50 PERCENTAGE 20 40 32 2 6 100
Chart 4.8
UNIQUE FEATURES COMPARED WITH COPETETORS
45 40 35 30 25 20 15 10 5 0 Customer relation management (Source: primary data) Service quality Company image comfort Others
INFERENCE: The unique features when compared with competitors can be observed from the table, 40% of the respondents have been noted service quality as the strong feature of the company. 32% were favored for company image and 20% voted for customer relation management. It can further be analyzed from the table, 2% voted for comfort and remaining 6% were expressed other features.
Table 4.9
WORST FEATURES COMPARED WITH OTHER CARS OPINION OF RESPONDENT Boot space Pick up NUMBER OF RESPONDENTS 8 0 PERCENTAGE 16 0
Inside decoration Irritating sound Starting & side mirror Not responding Others Total
8 0 0 29 5 50
16 0 0 58 10 100
chart 4.9
WORST FEATURES COMPARED WITH OTHER CARS
70 60 50 40 30 20 10 0 Boot space Pick up Inside decoration Irritating sound Starting & side mirror Not responding Others
INFERENCE: The above table shows that the worst features of MARUTHI, 16 % of the respondents noted Boot space as the worst feature of the car. same percentage of customers also voted inside decoration by the respondents 10% complient for other features remaining 54% were opted as not responding.
Table 4.10
MARUTHI SUZUKI INNOVATIVE OR NOT
OPINION OF RESPONDENT Strongly Agree Agree No opinion Strongly disagree Disagree Total
NUMBER OF RESPONDENTS 21 28 0 0 1 50
PERCENTAGE 42 56 0 0 2 100
Chart4.10
MARUTHI SUZUKI INNOVATIVE OR NOT
60 50 40 30 20 10 0 Strongly Agree agree No opinion
Strongly disagree
Disagree
INFERENCE:
Here we analysis conducted for the purpose to find out MARUTHI SUZUKI is a innovator or not. They produce wide verity of product. From this analysis we came to know that 42% of the respondents are strongly agreed it, 46% of the respondent agreed only2% disagreed it.
Table 4.11
CUSTOMER CONVIENT ABOUT THEIR TECHNOLOGY OPINION OF RESPONDENT High Average Low Total NUMBER OF RESPONDENTS 36 12 2 50 PERCENTAGE 72 24 4 100
Chart 4.11
CUSTOMER CONVIENT ABOUT THEIR TECHNOLOGY
80 60 40 20 0 Low Average High
INFERENCE: From this table clear that 72% highly convenient about their technology.24% respond that MARUTHI technology average and remaining 4% MARUTHI technology is less convenient.
Table 4.12
THROUGH WHICH MEDIA CUSTOMERS COMES TO KNOW ABOUT KVR
OPINION OF RESPONDENT Pop up materials Bill board Print media Word of mouth Visual media Demos and stalls Friends and relatives Total
NUMBER OF RESPONDENTS 7 0 5 13 6 5 14 0
PERCENTAGE 14 0 10 26 12 10 28 0
Chart 4.12
THROUGH WHICH MEDIA CUSTOMERS COMES TO KNOW ABOUT KVR
Pop up materials Visual media Bill board Demos and stalls Print media Friends and relatives Word of mouth
28% 10%
14%
0%
10% 26% 12%
INFERENCE: An attempt was done to know about the medias which are used for advertisement by KVR Auto cars to increase its sales, and from the response and analysis it is found that almost 28% of the respondents are know about this company through Friends and relatives and also 26% word of mouth, 14% of the people know through pop up material print media,12% of the people know from visual media, 10% from pop up material and demos and stalls. No one from bill boards.
Table 4.13
THE FACTORS COCIDERD WHILE SELECTING THE DEALER
FACTORS Goodwill After sales service Accessibility Others Total
NUMBER OF RESPONDENTS 20 10 17 3 50
PERCENTAGE 40 20 34 6 100
Table 4.13
THE FACTORS COCIDERD WHILE SELECTING THE DEALER
Goodwill After sales service Accessibility others
INFERENCE: Here we analysis the various factors which are considered by customers while selecting a dealer from the response and analysis it is found that almost 40% of the respondents are consider goodwill of the company as the most important factor while 34% consider Accessibility, 20% consider after sales service, and the rest 6% will consider the other factors.
Table 40
RATING OF SHOW ROOM FACILTIES
FACTORS
NUMBER OF RESPONDENTS Exce Goo llent d Fair Poor Very poor
PERCEN TAGE
a) Convenience of the dealerships location b) Visibility of exterior sign boards c) Availability of parking d) Appearance of the showroom e) Display of accessories f) Comfort of the showroom (e.g. seating, space) g) Convenience of working hours
Chart 40
SHOW ROOM FACILTIES
Table 4.15 INDICATE AGEEMENT AND DISAGREEMENT OF STATEMENTS
Table 4.15 INDICATE AGEEMENT AND DISAGREEMENT OF STATEMENTS
Table 4.16
DEALERS PERFOMANCE AND EXPECTED PERFOMANCE
OPINION Unknown or irrelevant Totally satisfied Neither satisfied or Dissatisfied Totally dissatisfied Total NUMBER OF RESPONDENTS 6 29 15 0 50 PERCENTAGE 12 58 30 0 100
Chart4.16
DEALERS PERFOMANCE AND EXPECTED PERFOMANCE
Totally dissatisfied 0%
Neither satisfied or Dissatisfied 30%
Totally satisfied 58%
Unknow n or irrelevan t 12%
INFERENCE:
This study was conducted to know about the satisfaction level of customers in KVR Auto cars, conduct Comparative study between the actual performance and expected performance. It results 58%of them customers are satisfied and 30% neither satisfied or dissatisfied with their performance.12 % said that it is unknown or irrelevant and no one dissatisfied with their performance.
Table 4.17
RATE OVERALL PERFOMANCE OF KVR
OPINION NUMBER OF RESPONDENTS PERCENTAGE
Chart 4.17
RATE OVERALL PERFOMANCE OF KVR
Table 4.18
REMEMBERENCE OF MARUTHI SUZUKI LOGO
OPINION Yes No Total NUMBER OF RESPONDENTS 25 25 50 PERCENTAGE 50 50 100
Table 4.18
REMEMBERENCE OF MARUTHI SUZUKI LOGO
Yes
No
INFERENCE:
This is the study conducted for checking the corporate identity of MARUTHI SUZUKI. 50% people remember the logo and egul persons not identify the logo.
Table 4.19
IF REMEMBERED, RECOLLECTION OF COLOUR
COLOUR Red & Black Yellow Blue & Red White Others Total NUMBER OF RESPONDENTS 1 0 20 3 1 25 PERCENTAGE 4 0 80 12 4 100
Table 4.19
IF REMEMBERED, RECOLLECTION OF COLOUR
80 70 60 50 40 30 20 10 0 Red & Black Yellow Blue & Red White Others
INFERENCE: In this table shows that 80% of peoples rememberd original colour of MARUTHI SUZUKI.Other 20% said that it is red & black,yellow,white,etc
Table 4.20
SECOND PURSCHASE PREFERENCE
CARS COMPANY Maruthi MODEL Alto Ertiga Swift ritz Innova I 10 sunny Nano Indica
NUMBER OF RESPONDENTS PERCENTAGE
Ford Toyoto Hundai Nisan Tata Others Total
6 5 5 7 3 13 5 1 2 1 2 50
12 10 10 14 6 26 10 2 4 2 4 100
Chart 4.20
SECOND PURSCHASE PREFERENCE
30 25 20 15 10 5 0 Sales
INFERENCE: Here the study was done to know about the secondpurchase preference ofcustomers. Among the respondent 46% stick on Maruthi, 26% prefers Toyoto Innova. 10% prefers hundai,6 % prefers Tata.Remaining prefers other companies.
Table 4.21
RECOMMENTED TO BUY OTHERS
NUMBER OF RESPONDENTS 34 10 6 0 50 PERCENTAGE 68 20 12 0 100
Yes, always Yes, maybe No opinion No never Total
chart 4.21
RECOMMENTED TO BUY OTHERS
100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% (Source: primary data)
No never No opinion Yes, maybe Yes, always
INFERENCE: It can be analyzed from the table, 68% of respondents were always recommended to buy from KVR Autocar to someone else and 20% were may be recommended , 12% has no opinion. No one said never recommended to others.
CHI-SQURE TEST & CORRELATION
Chi- Square Test

Association of attributes using x2 Attributes Calculated x2 Values CRM&CS 13.47153209 Degrees of Level of Freedom 4 significant 5% 9.488 There is relationship Table value Result
Table value of Chi- square for 4 degrees of freedom, at 0.05 level of significance is 9.488 Since the calculated value is > table value, we reject the null hypothesis That means: There is significant relation between satisfaction level of the customers and Customer Relationship maintained by the company.
CHAPTER 6
FINDINGS, SUGGESTIONS & CONCLUSION
6.1 FINDING
FINDINGS
6.2 .suggestion
SUGGESTIONS
CONCLUSION
KVR auto cars pvt ltd is one of the leading maruthi Suzuki dealers in India and also it offers 24 hours customer service, It is one of the major factor that leads to increased satisfaction and by reducing the customer problems and increase sales. They mostly concentrated on services like Maruti finance, Maruti insurance,
Maruti true value, Maruti body shop, Maruti junior accessories, Maruti service center, stockyard 360 vehicles at a time.KVR auto cars deals with a wide verity of maruti Suzuki cars. Maruti Suzuki was the first company in India to mass-produce and sell more than a million cars. It is largely credited for having brought in an automobile revolution to India. Maruti Suzuki has 933 dealerships across 666 towns and cities in all states and union territories of India. The study entitled the problem that to find out the dealers performance in building corporate image. Dealers performance is depend upon the efficiency of quality service and sales provided. It leads to consumer performance, so it help to know about special quality service provided by them The main aim of the project is to find out how to affect dealers performance for building Corporate image. This was done using a detailed questionnaire. All the samples taken for the study was aware about KVR AUTOCARS, because of the quality service, and customer relationship maintained by them in the company, that help the company to compete with the other organization in the same industry and it leads build corporate image This analysis shows that all the customers are aware about KVR Autocars. They are very happy with the service quality provided by the company, So the company have goodwill in the midst of the soceity. And it also leads to create corporate image
Annexure & BIBLIOGRAPHY
QUESTIONNAIRE
PERSONAL INFORMATION: Name of respondent:.. Gender : Age: Occupation: Professional Business Doctor Engineer other Student NRI Govt. employee Others M 18-28 F
29-38 39-48 49- above
1 .Which model of Maruti vehicle do you own? Maruti 800 Maruti Alto Swift Ritz Wagnor A-Star Maruti Ertiga Others ..
2. How long have you been a customer of MARUTHI SUZUKI? Below 6 months 3 to 5 year 6 months to 1 year 1to 3 year
More than 5 year
3 What is your opinion about present performance of your vehicle? Excellent Good Average
Below average Poor
4. Rate your preference on the following aspects of your car? [ tick the relevant columns] Factors Price Mileage Engine capacity Space Service Comfort Style Brand image Highly Satisfied Satisfied Moderate Dissatisfied Highly dissatisfied
5. What is your opinion about price of Maruti? Highly Reasonable Reasonable No opinion High Very High
6. According to your opinion, which is the unique feature you see when compared with competitor?
Customer relation management image comfort
Service quality Company Other Specify.
7. Which according to you is the worst feature compared with other car? Boot Space Pick-up Inside decoration Irritating sound other
Staring & side mirror
Not responding
8. Is "MARUTI SUZUKI" is an innovative marketer in the field of auto cars? Strongly Agree
Agree
No opinion
Strongly disagree
Disagree
9. Are you convenient about their technology used? High Average Low
10. How did you come to know about KVR Maruti? Pop up materials Visual media Others . 11. Which factor influenced you most while selecting the dealer? Good will Others Bill board Print media Demos and stalls Word of mouth
Friends and relatives
After sales service Accessibility
Specify.
12. How would you rate each of the following w.r.t your dealer?
Excellent Good
a) Convenience of the dealerships location b) Visibility of exterior sign boards c) Availability of parking d) Appearance of the showroom e) Display of accessories f) Comfort of the showroom (e.g. seating, space) g) Convenience of working hours
Fair
Poor
Very poor
13. Indicate your agreement/ disagreement on the following statements w.r.t KVR.
Factors Customers of KVR are informed about the service at right time? The advertisement of merchandise in melas are very attractive The sales melas are highly effective in creating brand awareness of Maruti Suzuki The Customer Complaint Redressal procedure at KVR is excellent The sales executives of "KVR AUTOCARS have a very good attitude towards customers Strongly Agree Agree No Disagree Strongly opinion disagree
14. Did their (KVRs) performance match your expectations?
Unknown or irrelevant
totally dissatisfied totally satisfied
Neither satisfied or dissatisfied
15. Please rate overall performance of KVR?
Excellent Good On time service Front office Back office Availability of genuine parts Service reminding On road service Insurance service Easy loan assessment Warranty service
Fair
Poor
Very Poor
16. Do you remember the MARUTHI SUZKI logo? Yes No
(a) If yes, can you recollect the colour of logo from the following? Red&Black Yellow Blue&Red
White
Others .
17. For the second purchase which brand do you prefer? Maruthi Toyoto. Ford. Hundai.. Others..
Please specify the reason.
18. Will you recommend buy KVR AUTO CARS to anyone else? Yes, always Yes, maybe No opinion No,Never
19. Suggestions for improvement: . We would like to thank you for completing this questionnaire and would be grateful if you could return it to:
DATA RELATING TO EXPECTED FREQUENCIES (Ei) CRM/CS HIGH MODERATE LOW HIGHLY SATISFIED 11.5 10.5 3 SATISFIED 9.2 8.4 2.4 DISSATISFIED 2.3 2.1 0.6
Computation of Chi-square (Oi-Ei)2 0.25 0.25 1 3.24 (Oi-Ei)2/E 0.02173913 0.023809524 0.333333333 0.352173913
Oi 12 11 2 11
Ei 11.5 10.5 3 9.2
(Oi-Ei) 0.5 0.5 -1 1.8
8 1 0 2 3 13.47153209
8.4 2.4 2.3 2.1 0.6
-0.4 -1.4 -2.3 -0.1 2.4
0.16 1.96 5.29 0.01 5.76
0.019047619 0.816666667 2.3 0.004761905 9.6
The critical value of
for (r-1) (c-1) = (3-1) (3-1) = 4
BIBLIOGRAPHY
C.R.Kothari, RESEARCH METHODOLOGY, IInd Edition.vikas publication Philip Kotler (North western university), Kevin lane Keller (Darth Lane College) Abraham koshy( IIM Ahamedabad), Mithileshwar sha (IIM Bangore) MARKETING MANAGEMENT 13th edition,Person publication ,2009,p.505 Lalith kumar Sharma.JS chandan RESEARCH METHODOLOGY Customer Satisfaction Feedback-Sales letters
www.google.com
suntu@ms18.hinet.net
www.marutisuzuki.com
Timeline of Maruti Suzuki. www.kvrautocars.com http: //www.kvrautoworld.com/KVRcars/ Barron's Marketing Dictionary. ://www.businessdictionary.com/definition/corporate image#

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A MINOR PROJECT IN

Mr.ANWAR FACULTY SMS KUTTIPPURAM

SUBMITTED TO: Dr.E.K SATHEESH

SCHOOL OF MANAGEMENT STUDIES, KUTTIPPURAM UNIVERSITY OF CALICUT 2011-2013

Date: .. Place: KUTTIPPURAM Coordinator School of management Studies, kuttippuram.

DEPARTMENT OF COMMERCE AND MANAGEMENT STUDIES UNIVERSITY OF CALICUT

Date: Place: KUTTIPPURAM

Mr.ANWAR (Project Guide), School of Management Studies, Kuttippuram

Date : Place : KUTTIPPURAM

4.9 4.10 4.11 4.12

4.13 4.14 4.15 4.16 4.17 4.18 4.19 4.20

4.5 4.6 4.7 4.8

4.9 4.10 4.11 4.12

4.13 4.14 4.15

4.16 4.17 4.18

PROBLEM OF THE STUDY

SCOPE OF THE STUDY

OBJECTIVES OF THE STUDY

1. Dealers service: independent Corporate image: dependent

AREA OF RESEARCH STUDY: the study was conducted at KVR,

RESEARCH DESIGN: Descriptive research

1.6.6 Sampling techniques:

DATA COLLECTION METHODS

Sources of data: Primary data:

Directly observing work shop handling

1.6.7 Research tool:

Where, r number of rows, c number of columns in the chi- square table.

CHAPTER 2 REVIEW OF LITERATURE

INTRODUCTION TO CORPARATE IMAGE

CORPARATE IMAGE MEANING

Importance of Corporate Image

Theory of Corporate Image

corporate communication, re-shaping the corporate identity

Corporate design (logos, uniforms, corporate colours etc operations

Corporate image is the reputation of the firm with the various

Corporate actors construct different identities in different contexts.

four key brand requirementssuccessful corporate identity strategy.

General Manager operations

Industry Predecessor(s) Founded Headquarters Key people

Maruti Suzuki India Limited

Sales and service network

N2N Fleet Management

Maruti Driving School in Chennai

Issues and problems

Awards and recognition

Opel Porsche Premier Rolls-RoyceSan Skoda Tata Toyota Volkswogen Volvo

Maruti RIII Concept Maruti Eeco

Maruti New Swift

5 seater Maruti Omni 8 seater Maruti Omni LPG Maruti Omni

Maruti Zen Classic

WagonR Lxi o WagonR Vxi o WagonR Ax o WagonR Duo New Wagon R

8 seater ( DX & DX2)

Baleno o Baleno Sedan VXi o Baleno Sedan LXi

Maruti Gypsy o Hard top o Soft top

Maruti Suzuki Ritz Maruti Suzuki Ritz Genus

Maruti Suzuki Cervo

Maruti Suzuki New A-Star 2011

Maruti Suzuki Grand Vitara DDiS

Maruti 800 [lauched 1983 ]

Red Bull Maruti Suzuki Swift [launched 19 ]

1. Maruti Omini [launched 1984]

Maruti Gypsy [launched 1985 ]

Maruti Alto [lauched 1997], AltoK12 [2010]

Maruti Suzuki Swift [launched 2005 ]