A MINOR PROJECTIN

MARKETINGTOPIC: “ROLE OF DEALER PERFOMANCE IN BUILDING CORPARATE IMAGE WITH SPECIAL REFERENCE WITH KVR

AUTO CARS PVT LTD PERINTHALMANNA”

Under the guidance of

Mr.ANWARFACULTY SMS KUTTIPPURAM

SUBMITTED TO:

Dr.E.K SATHEESHCO-ORDINATOR OF SMS, KUTTIPURAM

UNIVERSITY OF CALICUT

SUBMITTED BY:

RAJITHA.KREG NO: SOALMBA026

COMPANY CERTIFICATE

SCHOOL OF MANAGEMENT STUDIES, KUTTIPPURAMSCHOOL OF MANAGEMENT STUDIES, KUTTIPPURAM

UNIVERSITY OF CALICUTUNIVERSITY OF CALICUT

2011-2013

CERTIFICATECERTIFICATE

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, KUTTIPPURAMSCHOOL OF MANAGEMENT STUDIES, KUTTIPPURAM

DEPARTMENT OF COMMERCE AND MANAGEMENT STUDIESDEPARTMENT OF COMMERCE AND MANAGEMENT STUDIES

UNIVERSITY OF CALICUTUNIVERSITY OF CALICUT

CERTIFICATECERTIFICATE

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: Mr.ANWAR

Place: KUTTIPPURAM (Project Guide),

School of Management

Studies, Kuttippuram

DECLARATIONDECLARATION

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 PAGE NO CERTIFICATE DECLARATION ACKNOWLEDGEMENT LIST OF TABLES LIST OF CHARTS EXECUTIVE SUMMARY

1. 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. REVIEW OF LITERATURE

3. 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

LIST OF TABLES

LIST OF CHARTS

NUMBE

R

CONTENTS PAGE NO

4.1 Gender of respondents

4.2 Age wise classification

4.3 Model of MARUTI vehicle used

4.4 How long a customer will stay in MARUTHI SUZUKI

4.5 Opinion about present performance of vehicle

4.6 Rating the preference for selecting a car

4.7 Opinion about price

4.8 The unique feature which will satisfy its customers

compared with their competitors

4.9 Worst features compared with ather car

4.10 MARUTHI SUZUKI is innovative company or not

4.11 Customers convenient about their technology

4.12 Through which media customers came to know about

KVR

4.13 The factor considered while selecting a dealer

4.14 Rate the delears services

4.15 Indicate agreement and disagreement on the statements

4.16 KVR s performance and expectation

4.17 Rate overall performance of KVR

4.18 Remember the MARUTHI SUZUKI logo or not

4.19 If remembered, recollection of colour

4.20 Recommend to buy others

EXECUTIVE SUMMARY

NUMBER CONTENTS PAGE NO

4.1 Gender of respondents

4.2 Age wise classification

4.3 Model of MARUTI vehicle used

4.4 How long a customer will stay in MARUTHI

SUZUKI

4.5 Opinion about present performance of vehicle

4.6 Rating the preference for selecting a car

4.7 Opinion about price

4.8 The unique feature which will satisfy its customers

compared with their competitors

4.9 Worst features compared with ather car

4.10 MARUTHI SUZUKI is innovative company or not

4.11 Customers convenient about their technology

4.12 Through which media customers came to know about

KVR

4.13 The factor considered while selecting a dealer

4.14 Rate the delears services

4.15 Indicate agreement and disagreement on the

statements

4.16 KVR s performance and expectation

4.17 Rate overall performance of KVR

4.18 Remember the MARUTHI SUZUKI logo or not

“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 pearson’s 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 didn’t 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

Today’s 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 dealer’s performance affect the

corporate image .these study is most relevant today’s 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 dealer’s service and corporate

image

H1: there is significant relationship between dealer’s service and corporate image

1. Dealer’s 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 customer’s 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 Pearson’s 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 Pearson’s 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 Pearson’s Coefficient Correlation:

The pearsonian coefficient of correlation is denoted by the symbol ‘r’. The

formula is

= nƩxy-(Ʃx*Ʃy)

√nƩx2-(Ʃx)2 √nƩy2-(Ʃy) 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 product’s 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 consumer’s 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 over-

fulfillment”. Customer satisfaction is viewed as influencing repurchase intentions

and behavior, which, in turn, leads to an organization’s 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

,

Corporate image

publicity

Direct marketingPersonal selling

advertising

Public relation

exhibition

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 corporation—the 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 beholder—the 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 identity—the reality and uniqueness of

the organization—may 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 today’s 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 PROFILEWhile 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 1950’s to the Hindustan Motors

Ambassador, based on a 1950’s 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.

K

VR 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 dealer-

NISSAN,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-multy—stored 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 man-

2011

Rural champion trophy award for highest sale in rural part of kerala-

jan 2012

Placed as one of the top ten workshop is customer satisfaction [Q-

1,2011-12]

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 Human resource Finance

Sales

Product managers

Team leaders Consultant

Work manager

Parts manager

Customer relations manager

Body shop manager

Organizational structure

Industry Automotive

Predecessor(s) Maruti Udyog Limited

Founded 1981

Headquarters New Delhi, India

Key peopleShinzo Nakanishi(CEO & MD)

Products Automobiles

Parent Suzuki Motor Corporation

Employees 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 Gandhi’s cabinet passed aunanimous resolution for the development and production of a people’scar. Sanjay Gandhi’s 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 “People’s 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 Maruti’s 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 to die. Maruti’sentered 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, A-Star, 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 Suzuki’s 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. Suzuki’s 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 SBI-

Maruti 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 "hire-

purchase 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

udiBentleyBMWChevroletDaewooFiatFordHindustan motorsHonda

HyundaiICMLLambhorginiMahindraMahindra-RenaultMaybach Mercedes BenzMitsubishiNissan

OpelPorschePremierRolls-RoyceSanSkoda Tata ToyotaVolkswogenVolvo

CHAPTER -3

PRODUCT PROFILES

CARS

Maruti Swift Dzire 2012

Maruti RIII Concept

Maruti Jimny

Maruti Suzuki Kizashi

Maruti Eeco Maruti New Swift

Maruti Suzuki Grand Vitara 2.4

Grand Vitara Maruti Suzuki

XL7

Omni o 5 seater Maruti

Omni o 8 seater Maruti

Omnio LPG Maruti

Omni

Maruti Alto o Altoo Alto Lxo Alto Lxio Alto K10

LXI Maruti Suzuki

Alto Flash Limited Edition

Maruti Zen Classic

Maruti Zen Estilo

Wagon R o WagonR Lxo WagonR Lxi

Versa o 5 seater

o Maruti Zen Estilo Lx

o Maruti Zen Estilo Lxi

o Maruti Zen Estilo Vxi

Maruti Suzuki Zen Estilo Sports

o WagonR Vxio WagonR Axo 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 o Swift LXio Swift VXio Swift ZXio Swift

Diesel'Ldi'o Swift Diesel

'Vdi' Swift DZire

Maruti Gypsy o Hard topo Soft top

Maruti SX4 o Maruti SX4

Vxi o Maruti SX4

Zxi New Maruti Suzuki

SX4 Maruti Suzuki SX4

Diesel

Maruti A-Star

Maruti Suzuki Ritz

Maruti Suzuki Ritz Genus

Maruti Suzuki Concept R3

Maruti 800 o Maruti 800

STD BS IIIo Maruti 800

AC BS IIIo Maruti 800

Duo

AWAITED MODELS

Maruti Suzuki Cervo

Maruti Suzuki SX4 Hatchback

Maruti Suzuki SX4 2011

Maruti Suzuki New A-Star 2011

Maruti APV 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. 1000 (1990–2000)2. Zen (1993–2006)3. Esteem (1994–2008)4. Baleno (1999–2007)5. Versa (2001–2010)6. Grand Vitara XL7 (2003–2007)

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

RESPONDENTSMale 47 94Female 3 6Total 50 100

Chart 4.1

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 NUMBER OF RESPONDENTS

PERCENTAGE

18-28 14 2829-38 22 4439-48 8 1649& above 6 12Total 50 100

Chart 4.2

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 20 40

Professional

s

Doctor 2 4

Engineer 1 2

Other 10 20

Student 2 4

NRI 2 4

Govt. employee 4 8

Others 9 18

Chart 4.3

OCCUPATION WISE CLASSIFICATION

Business Professional Student NRI Govt.employee Others0

5

10

15

20

25

30

35

40

Occupation

(Source: primary data)

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 NUMBER OF RESPONDENTS

PERCENTAGE

Maruthi 800 3 6Maruthi Alto 25 50Swift 8 16Ritz 5 10Wagnor 2 4A Star 2 4Maruthi Ertiga 1 2Others 4 8Total 50 100

Chart 4.4

MODEL OF VEHICLE

MODELS

Maruthi 800Maruthi AltoSwift WagnorA StarMaruthi ErtigaRitzOthers

(Source: primary data)

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 4.4DURATION

DURATION NUMBER OF PERCENTAGE

RESPONDENTSBelow 6 month 2 46 month-1 year 11 221-3 year 20 403-5 year 9 18More than 5 year 8 16

C hart 4.5

DURATION

Below 6 month 6 month-1 year 1-3 year 3-5 year0

5

10

15

20

25

30

35

40

(Source: primary data)

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

NUMBER OF RESPONDENTS

PERCENTAGE

Excellent 13 26Good 32 64Average 5 10Below Average 0 0

Chart 4.6

OPINION ABOUT PRESENT PERFOMANCE OF VEHICLE

0

10

20

30

40

50

60

70

PRESENT PERFOMANCE

Excellent Good Average Below average poor

(Source: primary data)

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

Chart 4.6

RATING THE PREFERENCE OF THE CAR

FACTORS NUMBER OF RESPONDENTS

PERCENTAGE

Price Highly satisfied 15 30satisfied 10 20Moderate 24 48Dissatisfied 1 2Highly Dissatisfied 0 0

Mileage Highly satisfied 25 50satisfied 7 14Moderate 16 32Dissatisfied 1 2Highly Dissatisfied 0 0

Engine capacity

Highly satisfied 20 40satisfied 17 34Moderate 13 26Dissatisfied 0 0Highly Dissatisfied 0 0

Space Highly satisfied 10 20satisfied 11 22Moderate 27 54Dissatisfied 1 2Highly Dissatisfied 0 0

Service Highly satisfied 30 60satisfied 5 10Moderate 12 24Dissatisfied 2 4Highly Dissatisfied 1 2

Comfort Highly satisfied 40 60satisfied 3 6Moderate 7 14Dissatisfied 0 0Highly Dissatisfied 0 0

Style Highly satisfied 24 48satisfied 12 24Moderate 14 28Dissatisfied 0 0Highly Dissatisfied 0 0

Brand Image Highly satisfied 30 60satisfied 10 20Moderate 10 20Dissatisfied 0 0Highly Dissatisfied 0 0

PRICE

MILEAGE

ENGINE C

APACITYSP

ACE

SERVICE

COMFORT

STYLE

BRAND IMAGE

0

10

20

30

40

50

60

70

HIGHLY SATISFIEDSATISFIEDMODERATEDISSATIFIEDHIGHLY DISSTIFIED

(Source: primary data)

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

NUMBER OF RESPONDENTS

PERCENTAGE

Excellent 12 26Good 32 62Average 5 10Below average 1 2Poor 0 0Total 50 100

Chart 4.7

OPINION ABOUT PRICE

ExcellentGood

AverageBelow average

Poor

0

10

20

30

40

50

60

70

Column1

(Source: primary data)

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 NUMBER OF RESPONDENTS

PERCENTAGE

Customer relation management

10 20

Service quality 20 40Company image 16 32Comfort 1 2Others 3 6Total 50 100

Chart 4.8

UNIQUE FEATURES COMPARED WITH COPETETORS

Customer relation management

Service quality Company image comfort Others0

5

10

15

20

25

30

35

40

45

(Source: primary data)

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

NUMBER OF RESPONDENTS

PERCENTAGE

Boot space 8 16

Pick up 0 0

Inside decoration 8 16

Irritating sound 0 0

Starting & side mirror 0 0

Not responding 29 58

Others 5 10

Total 50 100

chart 4.9

WORST FEATURES COMPARED WITH OTHER CARS

Boot space

Pick up

Inside d

ecorati

on

Irrita

ting sound

Starti

ng & sid

e mirr

or

Not resp

onding

Others0

10

20

30

40

50

60

70

(Source: primary data)

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

NUMBER OF RESPONDENTS

PERCENTAGE

Strongly Agree 21 42Agree 28 56

No opinion 0 0Strongly disagree 0 0

Disagree 1 2Total 50 100

Chart4.10

MARUTHI SUZUKI INNOVATIVE OR NOT

Strongly Agree agree

No opinionStrongly disagree Disagree

0

10

20

30

40

50

60

(Source: primary data)

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

NUMBER OF RESPONDENTS

PERCENTAGE

High 36 72Average 12 24

Low 2 4Total 50 100

Chart 4.11

CUSTOMER CONVIENT ABOUT THEIR TECHNOLOGY

01020304050607080

High

Average

Low

(Source: primary data)

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

NUMBER OF RESPONDENTS

PERCENTAGE

Pop up materials 7 14Bill board 0 0Print media 5 10Word of mouth 13 26Visual media 6 12Demos and stalls 5 10Friends and relatives 14 28Total 0 0

Chart 4.12

THROUGH WHICH MEDIA CUSTOMERS COMES TO KNOW ABOUT KVR

14%

10%

26%12%

10%

28%

Pop up materials Bill board Print media Word of mouthVisual media Demos and stalls Friends and relatives

(Source: primary data)

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 NUMBER OF RESPONDENTS

PERCENTAGE

Goodwill 20 40After sales service 10 20Accessibility 17 34Others 3 6Total 50 100

Table 4.13

THE FACTORS COCIDERD WHILE SELECTING THE DEALER

GoodwillAfter sales serviceAccessibilityothers

(Source: primary data)

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 PERCENTAGE

Excellent

Good

Fair Poor Very poor

a) Convenience of the dealership’s 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 NUMBER OF RESPONDENTS

PERCENTAGE

Unknown or irrelevant 6 12Totally satisfied 29 58Neither satisfied or Dissatisfied

15 30

Totally dissatisfied 0 0Total 50 100

Chart4.16

DEALERS PERFOMANCE AND EXPECTED PERFOMANCE

Unknown or irrelevant12%

Totally satisfied58%

Neither satisfied or Dissatisfied

30%

(Source: primary data)

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 NUMBER OF RESPONDENTS

PERCENTAGE

Yes 25 50No 25 50Total 50 100

Table 4.18

REMEMBERENCE OF MARUTHI SUZUKI LOGO

Yes No

(Source: primary data)

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 NUMBER OF RESPONDENTS

PERCENTAGE

Red & Black 1 4Yellow 0 0Blue & Red 20 80White 3 12Others 1 4Total 25 100

Table 4.19

IF REMEMBERED, RECOLLECTION OF COLOUR

Red & Black Yellow Blue & Red White Others0

10

20

30

40

50

60

70

80

(Source: primary data)

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 NUMBER OF RESPONDENTS PERCENTAGE

COMPANY MODEL

Maruthi Alto 6 12Ertiga 5 10Swift 5 10ritz 7 14

Ford 3 6Toyoto Innova 13 26Hundai I 10 5 10Nisan sunny 1 2Tata Nano 2 4

Indica 1 2Others 2 4Total 50 100

Chart 4.20

SECOND PURSCHASE PREFERENCE

Maru

thi Alto

Maru

thi Erti

ga

Maru

thi Swift

Maru

thi ritz

Ford

Toyo

to Innova

HundaiI 10

Nisan su

nny

Nano

Indica

Others

0

5

10

15

20

25

30

Sales

(Source: primary data)

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

PERCENTAGE

Yes, always 34 68Yes, maybe 10 20No opinion 6 12No never 0 0Total 50 100

chart 4.21

RECOMMENTED TO BUY OTHERS

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

No neverNo opinionYes, maybeYes, always

(Source: primary data)

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

Degrees of

Freedom

Level of

significant

Table value Result

CRM&CS 13.47153209 4 5% 9.488 There is

relationship

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