Capítulo 5 Conclusiones y Recomendaciones
5.3 Recomendaciones
Alto 16.5
The above graph shows that most people choose Maruti 800 than other Maruti Suzuki Model. The rate of Maruti 800 is multiple than next most preferable Maruti Model. The least preferable Maruti Models are Zen and Alto.
Mode of Awareness of Indus
MODE PERCENTAGE
Magazine 16.6
Friends 50
Advertisement 23.3
Self Alignment 10.1
Mode of Awareness of Indus
17%
50%
23%
10%
Magazine Friends
Advertisement Self Alignment
Interpretation
Most of the customers are known about Indus through their friends. There is a lack of advertisement from the part of Indus Motors. So they have to concentrate more on advertisement
Satisfaction of customers towards Maruti Suzuki
OPINION PERCENTAGE
Yes 93.3
No 6.7
Satisfaction of customers towards Maruti Suzuki
The above graph shows customer satisfaction of Maruti Suzuki. Above 95%
customers are satisfied with Suzuki that means Maruti Suzuki gain satisfaction from the part of their customer. This may be the one of the reason of success of Maruti Suzuki.
Reason of customer satisfaction of Maruti Suzuki
REASON PERCENTAGE
Style 30
Driving comfort 16.7
Mileage 23.3
Service 30
Reason of customer satisfaction of Maruti Suzuki
30%
23% 17%
30% Style
Driving comfort Mileage
Service
Interpretation
This graph show that reason of customer satisfaction of Maruti Suzuki service and style of their product Maruti Suzuki have large number of service stations in the country. So it may be the most reason of selecting Maruti Model by people.
Whether customer continue the use of Maruti Suzuki
OPINION PERCENTAGE
Yes 83.3
No 16.7
Whether customer continue the use of Maruti Suzuki
Series1
Interpretation
This graph check whether the customer continue the use of Maruti Suzuki. In out of 30 Customers 25 persons are saying that they will continues the use of Maruti Suzuki Model. This shows how customers are satisfied with Maruti Model.
Whether the customers own any other car
OPINION PERCENTAGE
Yes 26.7
No 73.3
Yes
Whether the customers own any other car
Series1
Interpretation
This is used to test whether the customer of maruti own any other cars, most of the people doesn’t own any other car, but 26% of people own other companies car.
Attraction to Indus Motors
Attraction to Indus Motors
40%
3%
17%
40% Service
Customer care Convenience Product availability
Interpretation
Most of the people are attractive to Indus Motors due to their service and product availability. Indus motor providing a high quality service to their customers and the customer will get product very easily because it is available in Indus Motors at any time
Customer’s satisfaction about Indus Customer care
OPINION PERCENTAGE
Yes 40
No 60
Customer’s satisfaction about Indus Customer care
40%
60%
Yes No
Interpretation
The above graph shows that whether the customer of Indus motors are satisfied with the customer care facilities provided by Indus motors. Only 40% of customer are satisfied with Indus customer care. Other 60% are not satisfied. So Indus motors has to give more concentration on customer care.
Service Provided by Indus Motors
MARK PERCENTAGE
Excellent 26.7
Very good 40
Good 30
Poor 3.3
26.7
Excellent Very good Good Poor MARK
Service Provided by Indus Motors
Series1
Interpretation
This graph shows customer comment on service provided by Indus motors.
40% of customer are giving ‘very good mark for the service. 27% of customers are saying that service provided by Indus motors is Excellent, only 3% of people are giving poor mark for the service of Indus Motors.
FINDINGS
Indus Motors are providing very good services for Maruti Suzuki Customers in Kerala
Information transfer and data processing between employees are very good
They are providing good services for their customers
Main competitor of Indus Motors is Maruti Popular
Customers are Highly satisfied with Indus Motors Service
Indus provide Maruti insurance service to their customers
Indus Motors are providing high quality spares and parts.
Unity of employees are very good
The sales performance of Indus Motors are very good in condition
They doesn’t provide any huge advertisement
Customer care services of Indus Motors are very poor
SUGGESTIONS
Activities of field executives should be improved
No of field executives are very poor
Provide more facilities to customers
Maruti Suzuki concentrate on launching new models along with the up gradation of previous model.
Give more importance to advertisement
Focus more on customer care activities
Watch the activities of competitors very well
Motivate employees very well
CONCLUSION
After the study and analysis I am concluding that Indus motors are providing very good service for Maruti Suzuki customers in Kerala. This is because of the
unity of the employees and the quality of the strategies which they are following.
Indus Motors are little ahead than other dealers of Maruti Suzuki and other four wheeler companies in Kerala. Information transfer and data processing between the departments and top-level managers and employees are very good . After the analysis done through questionnaire the overall performance of the Indus Motors are very good in condition. After the study and analysis I also conclude that the most customers of the Maruti Suzuki are satisfied with it and are willing to continue with Maruti Suzuki and also satisfied with the service provided by Maruti Suzuki Indus Motors.
Indus group is one of the largest car service networks in India . They are started Business as four wheeler distributor of Maruti Suzuki. Indus starated in 1985 under the Brand name Indus motors Pvt Ltd. This organization is no:1 dealer in Kerala and 2nd Biggest dealer in the Country. Indus has opted promotional media such as newspapers, posters, catalogues, Video Films etc. the marketing tools and techniques such as loan Mela and Exchange Mela and Marketing executives are adopted by Indus Motors are the same that are adopted by other four wheeler distributors, But Indus compared to other cars the efficiency and usage attract more customers to purchase their brand of car. This target has been achieved by Indus inspite of heavy competition from other brand of cars such as Santro, accent etc.