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    CONSUMER BUYING BEHAVIOUR

    On

    MARUTI SUZUKI

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    PREAFACE

    Today almost all the major co-operation is actively marketing their product

    beyond their original homeland borders. So, companies must rethink their

    marketing strategies instead of continuing with their existing strategy. Today

    company work in a war zone of rapidly changing competitive environment

    technological advances, changing govt. politics diminishing customer loyalty and

    so on.

    Now a day world of stiff competition, the companies with existing

    marketing strategies need to be changed in a manner so as to cope up with its

    rapidly changing competitive environment, technical up gradation, varying govt.

    policies, rules and regulation during customer loyalty etc. in the last few years the

    information need to conduct a business has grown rapidly.

    So, in this context, the Maruti Suzuki is also facing a stiff competition in the

    market from its competitors and for this the company is gearing up themselves to

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    face the competition and conduct a good business taking successful business

    decision for more accuracy and timeliness.

    As the part of the partial fulfillment of the MBA course a project has been

    incorporated in the curriculum during which a study to be under taken in an

    organization mainly to take out the newly acquired knowledge and skill from an

    actual work situation and take book and classroom teaching give us through back

    ground of different functional area devoid of practical experience to how those

    area to be administered and managed respectively. This report has given up an

    opportunity to gain an inside into a practical applicability of management concept

    and theory, learning faster and developed better ability to analysis problems and in

    decision that contribute significantly for better use of resource available to the

    management.

    With this view to understand the concept, I have undertaken a project study

    in Maruti Suzuki, which has equipped me to prepare a report with a proper solution

    of the problem face by the organization.

    This area of work has chosen by me as this had all the ingredient of

    marketing research and other aspect of marketing as well the report offer a

    Glimpse of various stage at project work in order to serve purpose of the study in

    systematic manner and hope that the findings and recommendation will go along

    way in helping in organization.

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    EXECUTIVE SUMMARY

    (i)

    Introduction

    Topic

    Study on consumer behavior of car with special reference to Maruti Suzuki in

    Tezpur.

    Organization

    Isum Motors Pvt Ltd.

    Authorized Dealer, Maruti Suzuki.

    Location Of Study

    Tezpur

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    Institutional Guide

    Anjan Baruah

    Faculty member, Third eye College.

    Organizational Guide

    Amitab Dey

    Sales Officer Isum Motors Pvt Ltd.

    Duration

    2 Months

    (ii) Aims and Objectives

    Primary :

    To make a study on consumer buying behavior of car with special reference

    to Maruti Suzuki in Tezpur area.

    Secondary :

    1. To study their satisfaction level of customers of different cars available in

    Tezpur.

    2.

    To study the importance of various attribute which effect the purchasing

    decision of customers in regard of cars.

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    3.

    To study the awareness level of different cars in Tezpur.

    4. To study the importance of dealer and their influence in marketing/sale for

    cars in Tezpur.

    5.

    To study consumers buying behaviours.

    6. To find out the expectation of the existing possessing and prospective

    customers of the company.

    7.

    To study the impact of media on the customers.

    8.

    To study the satisfaction level of the customers on overall performance and

    after sale service of their existing cars.

    9. To study different promotional scheme they expect for purchasing a new car.

    (iii)

    Methodology

    (i) Preliminary study.

    (ii)

    Data collection

    (iii)

    Questionnaire Design.

    (iv) Sample size

    (v) Analysis

    (vi)

    Scope and Limitation.

    (iv)

    Analysis

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    The project was undertaken to study the consumer buying behavior of motor

    car with special reference to Maruti Suzuki in Tezpur.

    Major findings are: -

    1. Demographic profile i.e. Age, Occupation and monthly income of the

    customer.

    2.

    Regarding the awareness of different brands of motor cars all respondents

    are well aware.

    3. According to the most of the respondent the T.V. ads was the best media

    in building awareness followed by the newspaper, friends, colleague,

    majoring & family members.

    4. Regarding importance of attribute before purchasing the motor car in over

    all motor cars most of the customer gave importance on brand image of

    the company. In case of Hyundai motorcars most of the customer gave

    importance or fuel efficiency and look on style of the car.

    5.

    Regarding source of finance most of the customers gave important on loan

    and installment facility.

    6.

    Most of the customer gave most importance on high engine power.

    (v) Conslusion

    This study was conducted to find out the consumer buying behaviour of motorcars

    in special reference to the Maruti Suzuki in Tezpur. The findings and analysis

    revealed many advantages as well as disadvantages for the Maruti India Ltd.

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    Though the Maruti Suzuki is the faster growing company and leading in the

    market facing a stiff competition from Hyundai and Tata motors in the Tezpur.

    It has been observed that Maruti Suzuki adopted many promotional

    strategies and companys marketing channel is also satisfactory.

    Now a days people are most aware about after sales service. The dealers also

    expect Maruti motorcars has overcome this problem and facilities should be

    improved for meeting the after sales service requirement effectively.

    The majority of customers expect loan or installment facilities. The Maruti

    Suzuki has joined hand with State Bank Of India, and many Private Banks to

    promote this facilities.

    As most of the existing and prospective customers adults, Maruti should

    introduces stylish Motor cars which compete its competitors product.

    But Maruti to meet the expectations of new generation people who are the

    prospect, or customers has recently introduce Ritz, SX4, AStar hoping to fulfill the

    demand of the new generation.

    As this study was conducted for educational purpose with the aim to give

    necessary information to the organization, any mistake by the researchers should

    be overlooked considering his inexperience in the field of marketing research.

    (vi)

    Recommendations

    Based on the findings drawn from the projects analysis, certain recommendation

    need to be made as regards to the future course of action for Maruti Suzuki, which

    can go a long way in improving the Brand Awareness of the Company in the

    Motorcars market. The main recommendations are:

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    1.

    Maruti should continue with its range of innovative products. At the same

    time try to add value to its existing products so that it can cater to the

    present day requirements. As the study reveals that majority of customers

    are aged 20 40 years the needs and wants should be kept in mind while

    designing new products.

    2.

    There should be proper synchronization between order placed an delivery.

    The distribution channel should be enhanced and the models should be

    readily available in the market.

    3. As the buying decision of the buyer has influenced by himself, company

    should target them through demonstration and advertisement.

    4.

    As the market for the financial institutions are increasing, the company

    should target them through demonstration and advertisement.

    5.

    Facilities should be provide to the dealers so that they can extend them to the

    customers while purchasing this brand.

    6. Increase in sales promotion budgets to develop a point of purchase display

    and to participate to a greater extent in Trade shows and similar kind of

    shows and this will motivate the non-users to try out the products.

    7. The company can sponsor local cultural programmes like Bihu festival of

    Assam holding Bihu competition at least once in a year and for attracting the

    youth it may sponsor sports events also.

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    8. The company can make charitable donation to different organizations. It can

    extend their helping hand to the people hotted by natural havoc like flood,

    draught, earthquake etc. to win the hearts of the mass people which will

    build a good image of the Company among them.

    9. As the market for the financial institutions are increasing, the company

    should come up with various schemes, which will induce them to influence

    the customer for the product. This includes offering various gifts, packages

    and financial incentives like higher commission as compared to other four-

    wheeler companies.

    10.

    Incentives and financial benefits provided to the dealers should be

    maximized to maintain their level of satisfaction and motivation.

    Objectives

    Tezpur is the most developed town in north bank and gateway to Arunachal

    Pradesh and to capture this market and establish themselves as a leader is the prime

    aim of all the companies so as to have an psychological impact on the people and

    to have an edge over other four wheeler companies were not doing great business

    in This region from the very beginning. It was so because the prices of the product

    were high and the customer were not fully aware of proper advertisement facility,

    which is key factor in influencing a consumer. Earlier Maruti product was almost

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    enjoying the monopoly market but now Hyundai and TATA entered the market

    with various promotional schemes and changing the market scenario.

    Nowadays with the advent of financial scheme by the commercial Bank and

    Hire purchase companies, the four-wheeler company has been given new

    dimension. But with the introduction of new models, the greater market opened up

    for all the motorcar companies, which ultimately led to a stiff competition between

    the brands.

    Today all the companies namely Hyundai, Toyota, Hyundai, TATA, Skoda,

    Chevrolet, Ford, Mahindra etc. are trying to grab the market. Maruti is enjoying

    good reputation in motorcar segment in Tezpur market for its after sales service.

    According to research, Maruti is the largest car manufacture in India.

    1. To study their satisfaction level of customers of different cars available in

    Tezpur.

    2.

    To study the importance of various attribute which effect the purchasing

    decision of customers in regard of cars.

    3. To study the awareness level of different cars in Tezpur.

    4.

    To study the importance of dealer and their influence in marketing/sale for

    cars in Tezpur.

    5. To study consumers buying behaviours.

    6. To find out the expectation of the existing possessing and prospective

    customers of the company.

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    7.

    To study the impact of media on the customers.

    8. To study the satisfaction level of the customers on overall performance and

    after sale service of their existing cars.

    9.

    To study different promotional scheme they expect for purchasing a new car.

    METHODOLOGY

    (1)

    Preliminary Survey: -The project study was undertaken general discussion

    and informal interview with the customer both possessing and prospective.

    The objective were set mainly to gain an idea about consumers buying

    behaviors of cars.

    (2)Data Collection: - The data were collected from primary sources. The

    primary data were collected from the customer both possessing and

    prospective. Surveying method through personal or direct interviews withthe help of questionnaire-designed specification for the purpose did this.

    (3)Questionnaire Design:- Primary data was collected through well framed

    questionnaire. The questionnaire had two parts, one part for possessing

    customers and other part for prospective customer. Question was framed

    keeping mind. The various information required as per the objectives. Each

    question was directed towards getting information regarding Maruti as well

    as other competitors. The questionnaire contained both open ended and

    close ended question. Also question with multiple-choice answers, degree of

    importance scale etc. were included. All effort were made to that the

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    questionnaire was simple and precise and also adequate care was taken

    about the language, structure and format of questionnaires.

    (4)

    Sample Size: The sample was selected on the basis of simple random

    sampling. A total 50 customer surveyed where 44 were processing and 6

    were prospective customers.

    The total sample size in segmented under the following zones:

    Zones:

    1.

    Isum Motors.

    2. Main Road, Tezpur.

    3. M.D.Road.

    4.

    Various business establishments in Tezpur.

    (5)Analysis: The data collected from the customer were analysed using

    different standard statistical tools and techniques each of the question were

    analyzed to find out the purchasing behaviour of different cars with

    reference to Maruti motors.

    (6)

    Scope: The scope of the project is define by the objective of the study it

    self. If the study was basically for the fulfillment at its objectives. This

    means that scope of this project study is restricted to consumers buying

    behaviours of Maruti cars among the other brand in the market.

    Scope of this project is also restricted to the area of field survey in

    Tezpur. The study does not include any other area like finance personnel

    product etc.

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    (7)Limitations: With many point the study of this project suffered from many

    limitation also, likewise as the sample is low I cannot analyze many

    respondent, as the survey may also suffer from bais results.

    (8)

    Recommendation: Recommendation were made or the based of finding

    drawn from the project analysis.

    (9)

    Conclusion: Conclusion were made on the finding and analysis of the

    survey.

    CONSUMER BEHAVIOUR

    Our society is a land of diversity. We see diversity at all level exist among

    consumers, among nation, culture, food and taste among marketers and even

    among consumers behavior theoretically perspective. However, despite prevailing

    diversity in our society.

    The term consumers behavior refers to the behavior that consumers display

    in searching for purchasing, using, evaluating a disposing of product and servicethat they expect will satisfy their needs. To study consumers behavior to spend

    their available resource to understand and predict behavior in the market place, it

    also promote understanding of the role that consumption play in the lines of

    individuals.

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    Consumer behaviour study include the study what they buy, why they buy it,

    when they buy, where they buy it, how often they buy it and how often they use it.

    Consumer research takes place at every phases of the consumption process, before

    the purchase, during the purchase and after the purchase, consumer behaviour

    research goes far beyond these facts of consumer behaviour and considered the

    uses of consumers make of the good they buy and their subsequent evaluation.

    Consumer behaviour is inter disciplinary, that it is based on concept and

    theories about people that have been involved by scientist in such diverse

    disciplines as psychology, sociology, social psychology, cultural anthropology and

    economics.

    Consumer behaviour has been an integral part of strategic market planning.

    The belief that ethics and social responsibility should also be Integral component

    of every marketing decision is a revised market concept.

    The term consumer is often used to describe two different kinds of

    consuming entitles the personal consumer and the organizational consumers. The

    personal consumers buys goods and service for his/her own use for the

    organizational encompasses for profit and non profit business, govt. agencies and

    institution all of which must buy product, equipment and service in order to run

    their organization.

    Introduction to buying motives Consumer or buyer is the central figure of all

    marketing activities. It is the consumer who determines the growth, prosperity and

    even existence of a business enterprise. Hence the marketer should always feel the

    pulse of customers. In order to understand the pulse of the customers, the marketer

    needs to understand fully the working of buyers mind. It helps him to plan his

    production and distribution to suit to the needs and convenience of customers .It

    also helps him to plan suitable marketing strategies. Thus it is very essential for

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    every marketer to know his customers buying motives. Buying motivesMotive is a

    strong feeling, instinct, desire or emotion that makes a person to do something.

    When a motive makes a person to buy a product, then it becomes a buying motive.

    Thus buying motive means the influence and considerations which makes a

    customer to buy a particular product. According to D.J.Duncan, buying motives

    are those influences or considerations which provide the impulse to buy, induce

    action or determine choice in the purchase of goods and services. Buying motives

    are mainly two types, manifest motives and latent motives. Manifest motives are

    those motives which are known to the customer and also ready to admit them.

    Consumer Behaviour: Turning to the Web and New C2C Tools

    Consumers today have a multitude of sources from which to gather information

    during the vehicle buying process, but the Internet tops the list. The web has

    become a standard resource in the shopping process for eight out of 10 consumers

    when researching car purchases. However, the way they use it is changing. As the

    web matures, vehicle buyers are visiting fewer sites and focussing more on

    manufacturer and C2C websites and less on third-party information sites and

    independent e-tailer sties.

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    Manufacturer Sites a Key Information Source

    Just two years ago, information websites were identified as the number one

    information source by web users responding to the Cars Online survey (tied with

    family and friends and manufacturer specific dealer), named by 55% of consumers.

    This year, they dropped to the number four source, named by 41% of web users. In

    comparison, manufacturer sites are now the top source for consumers who use the

    web when researching vehicles, named by 70% of respondents. Two years ago

    manufacturer sites held the number three position, named by 43% of web users.

    The use of dealer websites has remained steady, with about half of web users

    turning to these sites.

    Key Factors in Vehicle Choice

    When it comes to making their final decision about which vehicle to buy,

    consumers focus on factors such as reliability, safety, price and fuel economy. At

    the bottom of the list are cash-back incentives, named by fewer than half of

    consumers. The importance of incentives as a deciding factor has declined for the

    past several years, indicating that consumers today seem less interested in

    gimmicks when it comes to their car purchases. Where consumers are in the

    buying cycle can make a difference in how they rank the factors that influence

    their vehicle choice. For example, additional warranty coverage is important to

    consumers who are furthest away from the point of purchase; it was named by 69%

    of respondents who were 13 to 18 months from purchase. However, the number

    declines as consumers get closer to actually buying the car: 55% of respondents

    who were within three months of purchase said extra warranty coverage was

    important. This reflects the fact that consumers will narrow down the factors that

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    really matter to them as they get closer to the point of purchase. Demographic

    factors such as age and gender accounted for some variances. For example, older

    consumers tend to put more emphasis on reliability and safety than do younger

    respondents. Those in the 50-plus age group were also more concerned with

    environmental issues and fuel economy. The youngest respondents were most

    likely to rate the ability to research information on the Internet as an important

    factor in their vehicle decision. Women tend to rate most of the factors as more

    important than do men. The difference was most pronounced for cash-back

    incentives, low financing, safety, environmental issues, fuel economy and

    additional warranty coverage.

    Going Green: Fuel Efficiency Takes Centre Stage

    Fuel efficiency and environmental issues have moved to the forefront in

    consumers minds and in automotive industry forums thanks to factors including

    global warming, fluctuating gasoline prices, and proposed legislation to increase

    fuel efficiency and reduce CO2 emissions. This growing interest in so-called green

    vehicles was evident in this years Cars Online research.

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    household use

    Organizational consumers purchase for:

    further production,

    usage in operating the organization, and/or

    resale to other consumers

    Consumer Buying Behavior

    The decision processes and acts of final household consumers associated with

    evaluating, buying, consuming, and discarding products for personal consumption

    Consider the purchase an automobile. You generally will not consider different

    options until some event triggers a need, such as a problem needing potentially

    expensive repair. Once this need has put you "on the market", you begin to ask

    your friends for recommendations regarding dealerships and car models. After

    visiting several dealerships, you test drive several models and finally decide on a

    particular model. After picking up your new car, you have doubts on the way

    home, wondering if you can afford the monthly payments, but then begin to

    wonder if instead you should have purchased a more expensive but potentially

    more reliable model. Over the next five years, the car has several unexpected

    breakdowns that lead you to want to purchase a different brand, but you have been

    very happy with the services of the local dealership and decide to again purchase

    your next car there.

    In this particular case, the following generic model of consumer decision making

    appears to hold:

    =====>need recognition

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    =====>information search

    =====>evaluation of alternatives

    =====>purchase decision

    =====>postpurchase behavior

    Now consider the purchase of a quart of orange juice. You purchase this product

    when you do your grocery shopping once per week. You have a favorite brand of

    orange juice and usually do your grocery shopping at the same store. When you

    buy orange juice, you always go to the same place in the store to pick it up, and

    never notice what other brands are on the shelf or what are the prices of other

    brands. How is it that the generic model above works differently in this second

    scenario? Why does it work differently? Why would we generally need the

    ministrations of a sales person in the sale of a car, but we generally do not need the

    help of a salesperson in the purchase of orange juice?

    How can the marketer of orange juice get a consumer like you to exert more effort

    into information search or to consider alternative products? How is it that the

    marketer of your brand got you to ignore alternative competing brands? What is

    the involvement of salespeople in sales promotions that might be associated with

    products such as orange juice?

    Consumer behavior researchers are not so interested in studying the validity of the

    above generic model, but are more interested in various factors that influence howsuch a model might work.

    GROUP INFLUENCES ON CONSUMER BEHAVIOR

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    Culture

    the set of basic values, beliefs, norms, and associated behaviors that are learned by

    a member of society

    Note that culture is something that is learned and that it has a relatively long

    lasting effect on the behaviors of an individual. As an example of cultural

    influences, consider how the salesperson in an appliance store in the U.S. must

    react to different couples who are considering the purchase of a refrigerator. In

    some subcultures, the husband will play a dominant role in the purchase decision;

    in others, the wife will play a more dominant role.

    Social Class

    A group of individuals with similar social rank, based on such factors as

    occupation, education, and wealth

    Reference Groups

    Groups, often temporary, that affect a person's values, attitude, or behaviors

    E.g., your behaviors around colleagues at work or friends at school are

    probably different from your behaviors around your parents, no matter your

    age or stage in the family life cycle. If you were a used car salesperson, how

    might you respond differently to a nineteen year old prospect accompanied

    by her boyfriend from one accompanied by two girlfriends?

    Opinion leader

    A person within a reference group who exerts influence on others because of

    special skills, knowledge, personality, etc.

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    o You might ask the webmaster at work for an opinion about a

    particular software application. Software manufacturers often give

    away free beta copies of software to potential opinion leaders with the

    hope that they will in turn influence many others to purchase the

    product.

    Family

    A group of people related by blood, marriage, or other socially approved

    relationship