Page |1

PROJECT REPORT

ON
Customer Satisfaction towards Maruti Swift

BY

RANJEET SINGH

Reg. No.09/100

Submitted in the partial fulfillment of the requirement

For the award of

POST GRADUATE DIPLOMA IN MANAGEMENT

INSTITUTE OF COMPUTERS AND BUSINESS

MANAGEMENT-

SCHOOL OF BUSINESS EXCELLENCE

(Upperpalli, ‘X’ Roads, Rajendra nagar, Hyderguda post

office, Hyderabad-500048)
 Page |2

2009-2011

ACKNOWLEDGEMENT

I would like to thank “Saboo R.K.S Motors Pvt. Ltd. Hyderabad” for giving me the
opportunity to do the project with them. Thanks to Mr. Suhail Kachavaha D.G.M. and
Ms. Reethu Koyal, Manager-customer care of Saboo group my project guide who was a
very helpful & informative person to work under. For his continuous supervision and
direction, I am very grateful for him.

I thank to Ms. Sai Prasanna, Faculty – institute of Computer & Business Management-
School of Business Excellence (ICBM-SBE) who is guide me for making this project, and
not only has this project helped me in learning about Management Services but also
enlightened me on the overall aspects of Marketing.

I also wish to express my sincere thanks to Mrs. Ritu Zarar (chair Person) Prof. Mr. S.
Zarar (Principal) & Prof. Jitendra Govindani (Director) of Institute of Computer &
Business Management-School of Business Excellence (ICBM-SBE) for giving me the
opportunity to leading this work in the company. This has given me the insight of how the
various theoretical concepts are applied in an organization. I got the opportunity to do a
challenging project in the “Maruti Udyog Limited”. The project is the important part of
my study and gives me a real practical exposure to the corporate world.

Date Ranjeet Singh

Place - Hyderabad 09/100

 Page |3

DECLARATION

I hereby declare that the project report entitled “Customer satisfaction Towards Maruti
Swift” is a work undertaken by me for “Maruti Suzuki India Limited” during the
academic year 2009-2011 and submitted to the Institute of Computer and Business
management partial fulfillment of Post Graduate Diploma in Management (PGDM) taking
Marketing as my specialization.

It is also an Original and bonafied work undertaken by me in partial fulfillment of the

Requirement of Post Graduate Diploma in Management, AICTE

The result embodied in this dissertation has not been submitted to any other University or
Institute for any award of degree or diploma, and this is a result of my own effort and that
has not been copied from any one.
 Page |4

Place……………… Ranjeet
Singh

Date:- Hyderabad (09/100)

INDEX

CONTENTS PAGE No.

EXECUTIVE SUMMARY

INTRODUCTION OF MARUTI SUZUKI

HISTORY OF AUTOMOBILES

MILESTONE AND AWARDS

COMPANY PROFILE

PRODUCT PROFIFE

DEALER’S PROFILE

OBJECTIVES OF THE STUDY

DESIGN OF THE STUDY

PROJECT ANALYSIS

FINDINGS

SUGGESTIONS

CONCLUSION

BIBLIOGRAPHY
 Page |5

ANNEXURE

EXECUTIVE SUMMARY
Maruti Suzuki is market leader in multi utility vehicles in the India from 2003. The total
sales numbers in 2009-10 market a growth of 29 per cent over last financial year. Maruti
Suzuki's total sale in 2009-10 was 792,167units.

During March 2010, Maruti Suzuki sold total of 95,123 units, growing 11 percent over
March 2009 (85,669 units). The March 2010 numbers include domestic sales of 79,530
units and the highest ever monthly exports of 15,593 units. The previous highest monthly
exports were in August 2009 at 14,847 units.
Maruti Suzuki is now expanding its production capacity to reach 12, 50,000 units (1.25
million) by 2012. In March 2010, the company announced an investment of Rs 1,700 Crore
for expansion of the production facilities by 2.5 lakh units at its Manesar plant.

The main objective of the study is to know the “Customer satisfaction toward the Maruti
Swift” a heart car launched by Maruti Suzuki.

The survey involved gathering wide information about the company, its product, customer
satisfaction toward Swift and impact of various competitive firms on the company.

From the information collected, various aspects were identified by the company, where
there is a needs to focus more to improve the efficiency of the marketing team of Maruti
Suzuki automotives.

The research was conducted through collection of the primary and secondary data.
Secondary data was collected through visiting various web sites, automobile magazines and
 Page |6

other reliable sources. Primary data was collected through a well framed questionnaire,
from which a detailed analysis was done using various statistical I.T. tools.

On the basis of the secondary data analysis and the extensive analysis of the primary data,
interpretations were drawn for the questions and on the basis of those interpretations
conclusion and suggestions were drawn.

Hyundai Getz is the major competitor of the Maruti Swift. Because 22% to 26% customers
have changed their decision from GETZ to SWIF. 22 to 26% customers wanted to buy Getz
but after launching the Swift they changed their decision.

Customers are highly satisfied with the Swift Diesel model .The customers are ready to pay
their money on the Swift for better satisfaction .Now the present time the swift is going on
the advance booking before 5 to 6 months.

Maruti Suzuki automotive has to increase its market share in the A2 segment car and in the
defense purpose and also in MPVs.

In the survey we found that customers are not happy with the Swift back glass because they
are unable to clear visibility in the back side when they have to need of back gear due to the
very small size of back glass.

Customer is emotionally attachment with the swift due to their safety features of the swift.
And mileage of swift is also major part of customer’s satisfaction. The customers believe
that the Swift is not costly according to their features. Customers are in very enthusiastic
mood to see the new change in the Swift.
 Page |7

INTRODUCTION

Maruti Suzuki India Limited is a publicly listed automaker in INDIA. It is a leading four-
wheeler automaker manufacturer in south a Asia. Suzuki Motor Corporation of Japan holds
a majority stake in the company. It 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.

It is the market leader in India and on 17 September 2007, Maruti Udyog was renamed
Maruti Suzuki India Limited. The company headquarter is in Gurgoan, Haryana. Maruti
Suzuki is one of India's leading automobile manufacturers and the market leader in the car
segment, both in terms of volume of vehicles sold and revenue earned.

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, it’s only competitors- the
Hindustan Ambassador and premier Padmini were both around 25 years out of date at that
point Through 2004, Maruti has produced over 5 Million vehicles. Maruti are sold in India
and various several other countries, depending upon export orders.

Models similar to Maruti (but not manufactured by Maruti Udyog) are sold by Suzuki and
manufactured in Pakistan and other South Asian countries. The company annually exports
more than 50,000 cars 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
 Page |8

worldwide so far. 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. Till recently the term
"Maruti", in popular Indian culture, was associated to the Maruti 800 model. Maruti Suzuki
was born as a government company, with Suzuki as a minor partner to make a people's car
for middle class India. Over the years, the product range has widened, ownership has
changed hands and the customer has evolved.

MISSION-To provides maximum value for money to their customers through continuous
improvement of products and services.

VISION - Creating customer delight and shareholders wealth.

HISTORY OF AUTOMOBILES

In 1953, the government of India and the Indian private sector initiated manufacturing
processes to help develop the automobile industry, which had emerged by the 1940s in a
nascent form. Between 1970 to the economic liberalization of 1991, the automobile industry
continued to grow at a slow pace due to the many government restrictions.

A number of Indian manufactures appeared between 1970-1980. Japanese manufacturers

entered the Indian market ultimately leading to the establishment of Maruti Udyog. A
number of foreign firms initiated joint ventures with Indian companies. Timeline of Indian
automobile industry:

· 1897 First Person to own a car in India - Mr. Foster of M/s Crompton Greaves
Company, Mumbai

· 1901 First Indian to own a car in India - Jamshedji Tata

 Page |9

· 1905 First Woman to drive a car in India - Mrs. Suzanne RD Tata

· 1905 Fiat Motors
· 1911 First Taxi in India
· 1924 Formation of traffic police
· 1928 Chevrolet Motors
· 1942 Hindustan Motors
· 1944 Premier Auto Limited
· 1945 Tata Motors
· 1947 Mahindra Motors
· 1948 Ashok Motors
· 1948 Standard Motors
· 1974 Sipani Motors
· 1981 Maruti Udyog
· 1994 Rover Motors
· 1994 Mercedes Benz
· 1994 Opel
· 1995 Ford Motors
· 1995 Honda SIEL
· 1995 Reva Electric Car Company
· 1995 Daewoo Motors
· 1996 Hyundai Motors
· 1997 Toyota Kirloskar Motors
· 1997 Fiat Motors (Re-Entry)
· 1998 San Motors
· 1998 Mitsubishi Motors
· 2001 Skoda Auto
· 2003 Chevrolet Motors (Re-Entry)
Following the economic reforms of 1991, the automobile section underwent deli censing
and opened up for 100 percent Foreign Direct Investment. A surge in economic growth rate
 P a g e | 10

and purchasing power led to growth in the Indian automobile industry, which grew at a rate
of 17% on an average since the economic reforms of 1991.

The industry provided employment to a total of 13.1 million people as of 2006- 07, which
includes direct and indirect employment. The export sector grew at a rate of 30% per year
during early 21st century. However, the overall contribution of automobile industry in India
to the world remains low as of 2007.
Increased presence of multiple automobile manufacturers has led to market competitiveness
and availability of options at competitive costs. India was one of the largest manufacturers
of tractors in the world in 2005-06, when it produced 2,93,000/- units. India is also largely
self-sufficient in tyres production, which it also exports to over 60 other countries. India
produced 72 million tyres in 2010. Fig. showing the

2010 the market share of

automotive company of India.

OVERVIEW
 P a g e | 11

India’s car market has emerged as one of the fastest growing in the world. The number of
cars sold domestically is projected to double by 2010, and domestic production is
skyrocketing as foreign makers are setting up their own production plants in India. The
government’s 10-year plan aims to create a $145 billion auto industry by 2016.
According to McKinsey, the auto sector’s drive to lower costs will push outsourcing. The
auto sector could be worth $375 billion by 2015, up from $65 billion in 2002. McKinsey
thinks India could capture $25 billion of this amount. Out of 400 Indian suppliers, 80
percent have the ISO 9000 certificate—the international standard for quality management.
The production of automobiles in India is largely aimed at local consumers. Several
Indian
Manufacturers also export a diverse variety of auto components. Tiku (2008) predicts
a sale of 4.2 million four wheeler automobiles in India by 2015. Indian passenger
vehicle exports are also expected to rise from 170,000 in 2006 to 500,000 in 2010.
Indian automobile companies.

MARUTI SUZUKI SALES IN 2009-2010 (MILSTONE)

Car market leader Maruti Suzuki India Limited sold a total of 10, 18,365 vehicles in 2009-10. This is the
first time in Indian automobile history that a car company has sold over a million units in a financial year.
This included 8, 70,790 units sold in the domestic market, the highest ever by the company in a fiscal. The
export sales of 1, 47,575 units in the year were the highest ever annual exports by the company.

The total sales numbers in 2009-10 mark a growth of 29 per cent over last financial year. Maruti Suzuki's
 P a g e | 12

total sale in 2008-09 was 792,167units.

The domestic sales in the fiscal, in A2 segment grew by 23.8 per cent while in the A3 segment the sales
growth was 30.8 per cent, as compared to 2008-09

The export numbers in the year were led by A-star. This fuel efficient compact car clocked over 1.27 lakh
export sales in the fiscal. A-star was exported across Europe including United Kingdom, France, Germany,
Italy, Netherlands etc. The major non-European export markets are Algeria, Chile, Indonesia and
neighboring countries. South Africa, Hong Kong, Australia and Norway were new markets where Maruti
Suzuki cars were exported during the year.

March 2010 Sales

During March 2010, Maruti Suzuki sold total of 95,123 units, growing 11 percent over March 2009 (85,669
units). The March 2010 numbers include domestic sales of 79,530 units and the highest ever monthly
exports of 15,593 units. The previous highest monthly exports were in August 2009 at 14,847 units.

The sales numbers for March 2010 and the fiscal 2009-10 are as under:

In March Till March

Segment Models
2010 2009 % Change 2009-10 2008-09 % Change
A1 M800 2762 2430 13.7% 33028 49383 -33.1%
C Omni, Versa, Eeco* 10875 6021 80.6% 101325 77948 30.0%
Alto, Wagon-R,
A2 Estilo, Swift, A-Star, 54763 55415 -1.2% 633190 511396 23.8%
Ritz*
A3 SX4, DZire 10453 8595 21.6% 99315 75928 30.8%
Total Passenger Cars 78853 72461 8.8% 866858 714655 21.3%
MUV Gypsy, Grand Vitara 677 1394 -51.4% 3932 7489 -47.5%
Domestic 79530 73855 7.7% 870790 722144 20.6%
Export 15593 11814 32.0% 147575 70023 110.8%
 P a g e | 13

Total Sales 95123 85669 11.0% 1018365 792167 28.6%

*Ritz launched in May 2009, Grand Vitara launched July 2009 and Eeco launched in January 2010

On March 23, 2010, Maruti Suzuki rolled out the one millionth car of the year 2009-10. This feat takes the
company into a very select group of global automakers with such volumes.

Maruti Suzuki is now expanding its production capacity to reach 12, 50,000 units (1.25 million) by 2012. In
March 2010, the company announced an investment of Rs 1,700 Crore for expansion of the production
facilities by 2.5 lakh units at its Manesar plant.
A spate of new launches and product refreshments during 2009-10 helped the company to clock sterling
performance in the fiscal. These included Maruti Suzuki Ritz (May 2009), all-new Grand Vitara (July'09),
new Estilo with K-series engine (Aug'09), new SX4 with VVT engine and SX4 with automatic transmission
(Oct'09) and Eeco (January 2010).

MARUTI SUZUKI SALES IN MAY 2010

The sales figures for May 2010 are given below:

In May Till May

Segmen April'09 -
Models % %
t 2010 2009 2010-11 2009-10 March'10
Change Change
A1 M800 2558 2336 9.5% 4816 4681 2.9% 33028
Omni, versa,
C 12953 7619 70.0% 23607 15343 53.9% 101325
Eeco*
Alto, Wagon-R,
A2 Estilo, Swift, 62679 53760 16.6% 119095 100577 18.4% 633190
Ritz*, A-Star
A3 SX4, D'zire 10883 6782 60.5% 20877 13848 50.8% 99315
 P a g e | 14

Total Passenger Cars 89073 70497 26.4% 168395 134449 25.2% 866858
Gypsy, Grand
MUV 968 288 236.1% 1680 1193 40.8% 3932
Vitara*
Domestic 90041 70785 27.2% 170075 135642 25.4% 870790
Export 12134 9087 33.5% 25158 15978 57.5% 147575
Total Sales 102175 79872 27.9% 195233 151620 28.8% 1018365

AWARDS

Indian award

No. 1 in Initial Quality Study - JD Power

Total Customer Satisfaction - TNS Study
Car of the Year - BS Motoring
Car of the Year - CNBC Autocar
Best Value for Money Car - CNBC Autocar
Best Design and Styling - CNBC Autocar
Viewer's Choice - CNBC Autocar
Small Car of the Year - NDTV Profit
Design Car of the Year - BBC Top Gear
Car of the Year – Overdrive
Number one premium compact car in - JD POWER INDIA APEAL STUDY 2007
International Awards

Japan:
 P a g e | 15

• RJC Car of the Year - Automotive Researchers' & Journalists' Conference

• 2005-2006 Car of the Year Japan "Most Fun" - COTY
• Goof Design Award - Japan Industrial Design Promotion Organization

• Car view of the Year 2005-2006 - Car view

Iceland:

• Car of the Year 2006 - BIBD the Association of Automotive Journalists

Ireland:

• Samper it Irish Car of the Year 2006 - Irish Motoring Writers Association
New Zealand:

• Fairfax AMI Small Car of the Year - AUTOCAR

• National Business Review Small Car of the Year - The National Business Review

Australia:

• 2005 Cars guide Car of the Year - Cars guide

United Kingdom:

• 2005 Car of the Year - CAR (Automobile Magazine)

Malaysia:

• NST MasterCard Car of the Year 2005 "Small Car" - New Strait Times
China:

• 2005 CTV COTY "Economical Car" - CCTV

• Motor Show COTY "Hatchback" - 2005 Shanghai International Motor Show

• Most Popular Hatchback Car - 4th Changchun Motor Show
 P a g e | 16

• 2005 Shenzhen Market Car Ranking "Best Design" - Shenzhen Daily

• 2005 Chengdu Market Car Ranking "Best Design" - Chengdu Economic Daily

COMPANY PROFILE

Maruti Suzuki India limited, a subsidiary of SMC, Japan, is the leader in passenger cars and
multipurpose vehicle (MPVs) in India, accounting for almost 55% of the total industry
sales.

The company formerly known as Maruti Udyog limited was incorporated as a joint
venture (JV) between government of India and SMC, Japan on 24th February, 1981.The first
car was rolled out from its Gurgaon facility on 14 Dec 1983.Since then; it has sustained its
leadership position in the Indian car market.

We, at Maruti Suzuki, celebrated 26 years of car manufacturing in India 2009-10. Having
achieved manufacturing excellence in India, we are now in the process of enhancing our
R&D capabilities to design and develop cars.

In 2009-10, the company sold 722,144 cars in the domestic market and exported 70,023
cars .Cumulatively, it has produced and sold over seven million cars .The total income of
the company for 2009-10 stood at Rs. 214,538 million (USD4.46 billion@ 1USD=Rs.48).
We now aim at selling 750,000 units in the domestic market and exporting 130,000 units in
2009-10.

Maruti Suzuki has a strong balance sheet with Reserves and Surplus of Rs.92, 004 million
& debt equity ratio of 0.07 as on 31st March, 2010.
 P a g e | 17

DOMESTIC SALES AND SERVICE NETWORK

TOTAL SERVICE NETWORK--------------2767

TOTAL SALES NETWORK-------------681

REGIONAL OFFICES--------------------16

AREA OFFICES----------------------09

ZONAL OFFICES------------------04

DELHI CORPORATE OFFICE The company has the largest sales and service network
amongst car manufacture in India .It had 681 sales outlets in 454 cities as on 31 st March,
2009. The car park of the company is in excess of seven million vehicles and to service this
car park ,the company has 2,767 service workshops in 1,314 cities .The service network of
Maruti Suzuki includes Dealer workshop, Maruti Authorized services stations
(MASs),Maruti service masters (MSM)and Maruti service Zones (MSZ).

Besides selling and servicing vehicles, the company provides its customers with “one stop-
shop” experience such as automobile Finance, Automobile insurance, Maruti Genuine Parts
and Accessories, Extended warranty and Maruti Certified pre-owned car outlets in 181
cities as on 31st March, 2009.

EXPORTS

Maruti Suzuki exported the first lot of 500 car to Hungary in September, 1987.Presently,
we are exporting to over 100 markets in Europe, Asia, Latin America, Africa and
Oceania.In2008-09, the company launched a new model A-Star that meets stringent
European safety and emission regulation. The company has exported over 500,000 cars so
far.

PORT FACILITIES FOR EXPORT

 P a g e | 18

In 2009-10, in association with Mundra Port SEZ Limited, the company had set up the
company had set up the state-of -the art facilities at Mundra Port ,Gujarat for Export
terminal offers a “Roll On, Roll Off”(RORO) berth ,which speeds up the loading process
and minimizes the chance of damage to cars. The company also has a Pre-Delivery
Inspection (PDI) Centre at Mundra.

In a first of its kind initiative, the company, in partnership with Indian Railways, has
developed double Decker rail wagons for transporting export cars Mundra.

MARUTI AND CRM:-  Maruti created a land-mark in CRM by launching a website

for the customers in the year 1998.

 Maruti Auto Card-- Auto Card brings the customer all the advantages of an international
credit card in addition to bringing the customer an opportunity.

SWOT ANALYSIS OF MARUTI SUZUKI

STRENGHS

• Bigger name in the market

• Trust of People
• Maruti Udyog Ltd. is the market leader for more than two decade.
• Has a great dealership chain in the market.
• Better after sales service
• Low maintenance cost of vehicle
WEAKNESSES

• Exports are not that good.

• Lesser diesel models in the market compare to others
 P a g e | 19

• Global image is not that big

OPPORTUNITIES

• Great opportunities to go global with success of Swift and SX4All over

• Introduction of more diesel models. The diesel car segment is growing.
• Opportunity to grow bigger by entering into bigger car markets
• Already a market leader so great opportunity to be the king of market in every stage
of industry
THREATS

• Foreign companies entering market; so a bigger threat from MNCs.

• To the market share, as many big names are coming in the industry
• There is hardly any diesel models
• Rs. 1 lakh – Rs. 1.5 lakh car

COMPANY PRODUCT

The company offers a portfolio of 13 brands, ranging from the people’s car Maruti 800 to
the stylish hatch – back, Swift, SX4 sedan and luxury sport utility vehicle (SUV), Grand
Vitara. More than half the cars sold in India wear a Maruti Suzuki badge. As per the
classification by the society of Indian Automobile manufacturers (SIAM), Maruti Suzuki
models are categorized under the following heads:

A1 Segment (up to 3400 mm) : Maruti 800

A2 Segment (3400 mm to 4000 mm): Alto, Estilo, WagonR, A-star, Ritz, Swift
 P a g e | 20

A3 Segment (4000mm to 4500 mm): Dzire & SX4

Multy utility Vehicle (MUA) Segment: Gypsy & Grand Vitara

Multi Purpose vehicle (MPV) Segment: Omni & Versa

(1)Maruti 800 -change your life: - Maruti 800 has gone beyond just being a car

; It has transformed the lives of countless people, by bringing the

joy of motoring to million across the length and breadth of the country.

(2)Alto-Let’s go:- Alto is a great combination of economy, practicality & styling, It

exemplifies the benchmark in build ,quality & reliability in a

compact car. These a attributes make it the largest selling car in Indian automobile
market .This is testified by the 24 hr endurance record set by covering 3,082 kms in 24 hrs
at an average speed of 128 kmph.

(3)Dzire-The heart car: - A car that has everything you ever desired; striking looks, l

luxurious interiors & enough power to capture your heart just

slide in the DZire & take it for a spin, it’s sure to steal many a heart, beginning with yours.
 P a g e | 21

(4) SX4- Men are back:- Revolutionary European design ,world class “drive by wire”

technology, most spacious in its class, steering mounted audio

controls, maximum ground clearance in its class ,high on safety with dual airbags, Anti-lock
Brake system (ABS) & Electronic rack force Distribution (EBD) feature.

(5) GRAND VITARA*-2.4-Reloaded:- Distinctively styled, the third generation Grand

Vitara takes three decades of Suzuki SUV heritage to the next

level. The Vitara model first hit the road in Japan in 1988 as a 3-door part –time four wheel
drive (4WD). In its second avatar, the Vitara came armed with a stylish design, superior
engineering and a new name, the Grand Vitara. Launched in India on 1st July, 2009

(6) VERSA –The joy of travelling together:- Experience the joy of travelling together.

Equipped with twin –ACs, large sliding doors and flexible seating,
the Versa encourages family and friend to enjoy long drives and getaways together. In spite
of being so spacious, its design allows for easy maneuverability in the city.
 P a g e | 22

(7) SWIFT –You are the fuel: A new kind of computer car ,one that’s based on a fresh

approach to design and development, Swift delivers the kind of

driver and passenger experience that places it in a class of its own and has true worldwide
appeal.

(8) OMNI –Ab Kamyabi se hai sirf Omni bhar ka faasla

Omni is truly India’s original MPA .Today it as available in five variants-5 seater, 8 seater,

Cargo, Ambulance & liquefied petroleum Gas (LPG).It meets

diverse needs across different user segments & can double up both as a people carrier and a
goods carrier .it is easy on the pocket, yet tough on the job.

(9) WAGONR-For the smarter race:- Drive with complete peace of mind .The world class

safety features of the WagonR keeps you safe and secure,

always. Wearing new vibrant colors, the new WagonR is full of freshness and energy to
keep you charged up and always ready to go.
 P a g e | 23

(10) GYPSY KING –There is a Gypsy in everyone:- With superb maneuverability,

maneuverability, smooth handling and raw energy packed in to

a sleek yet rugged frame, the Gypsy King is the real adventure MUV ,whether ploughing
through the dirk tracks, climbing formidable terrain or making way through the city
traffic .Maruti Suzuki is proud to support the operations of our country’s defense services
with the tailor made Gypsy King .Gypsy has proved its mettle during defense operation in
the Himalayas and Thar desert.

(11)ESTILO*-Take a fresh view of life:- The all new ESTILO is a new landmark in terms

of design and technology, with its all new aerodynamic design ,

Estilo sets the benchmark and makes each drive a fresh new experience .Complementing its
stylish looks are new ,classy and elegant interiors that redefine comfort .What’s more ,the
all new Estilo with its advance K-series engine gives you incredible power each time you
turn on the ignition.*Launched in August,2009

(12) A-STAR- Stop @ Nothing:- Designed to perfection ,driven only to succeed ,A-Star
has taken over the world. Made in India to meet European standards, the car symbolizes the
 P a g e | 24

beginning of a revolution with its unique aerodynamic stylish

,Powered by the latest state –of-art ,light weight K-series petrol engine, it has the best in
class pick-up and segment beating mileage of 19.59 kmpl. It is expected to many European
and Non-European countries under the brand name of Suzuki alto and Suzuki Celerio
respectively. As tested by Automotive Research Association of India (ARAI),Pune ,India’s
premier automotive research agency.

(13) RITZ*-live the moment:- The Ritz combines modern European design, the sportiness

of the swift, the latest in engine technology and Suzuki’s

globally acclaimed expertise in compact cars, Ritz is an exceptional blend of modern design
& practicality .The interior of the car are smartly styled providing a very comfortable space
to all the people in the cabin .The K12M petrol engine and 1.3 liter DDiS diesel engine
powering the Ritz are supremely refined & silent with best in class fuel
efficiency.*launched on 15th May,2009.

Product Line Products

A1------- 800

A2------- Alto, Zen, WagonR, Swift, A-star

 P a g e | 25

A3------- D ZiRE, Sx4

SUV---- Vitara, Gypsy

C - ----Class Omani, Versa

PRODUCT PROFILE

The all-new Maruti Suzuki Swift is fully loaded with a range of exciting new features.
It's a perfect complement to your evolved tastes and lifestyle. And the best way to take
your driving pleasure to a brand-new high European Styling. Japanese Engineering
Dream-Like Handling.

The new Swift is a generation different from Suzuki design. Styled with a clear sense of
muscularity, its one-and-a-half box, aggressive form makes for a look of stability, a sense
that it is packed with energy and ready to deliver a dynamic drive. Its solid look is
complemented by an equally rooted road presence and class defining ride quality. New
chassis systems allow for the front suspension lower arms, steering, and gearbox and rear
engine mounting to be attached to a suspension frame. You get lower road noise and a
greater feeling of stability as you sail over our roads with feather-touch ease.

Reviews of swift
 P a g e | 26

Car India
The Swift has more than its fair share of silicon livery under its hood…This intricate network of
processors controls everything on the Swift.
Auto India
The Swift is really peppy in city traffic/conditions… The torque comes into action in truly linear
motion.
Car India
Average mileage of 15.6 kmpl.
Auto India
Unlike other hatchbacks on the road, this one also boasts an Automatic Climate Control System…
You just set the specific temperature you want, and leave the rest to the system.
Car India
The suspension is tuned to be taut and sporty. This means that handling and feedback…are
brilliant.
Car India
The Swift leads the charge in the occupant safety stakes by being the first hatchback in the
country to have front air bags in its specification sheet.

PRODUCT FEATURES:-

SUZUKI SURROUND PROTECTION (SSP)

THINGS TO REMEMBER WHEN SHE ASKS FOR PROTECTION

 P a g e | 27

What? You worry? We wouldn’t want that. So we got

an over-protective bunch of detail-obsessed engineers to pack the Swift with preservatives.
Like a highly crashworthy structure that keeps you safe. A collapsible steering column
Front seatbelt pre-tensioners with load limiters, and energy absorbing trim all around.

Active safety technologies include dual front airbags*, Antilock Braking (ABS)* with
Electronic Brake-force Distribution (EBD)* and a brake-assist function, that minimize
driving hazards. All of these make the Swift amongst the safest set of wheels on the road
today. And you can be sure that’s not by accident.

ON COLLISION, NO IMPACT

Dual front airbags* deploy in an instant to shield you from harm.

iCAT IS ON GUARD
 P a g e | 28

Extra security for the car is provided by iCATs, which make the car theft-proof. Hi-tech
features—like a built-in RF Transponder in the key and an electronic authentication system
—add up to peace of mind.

EYES ON THE ROAD. LIGHT ALSO

Headlamp leveling allows four levels of beam adjustment, depending on how packed your
car is. It ensures optimum visibility for the driver and glare-less driving for oncoming
vehicles.

VEHICLE WITH PASSENGERS IN THE REAR

Without headlamp leveling device

reduced remote visibility and increased glare onto oncoming vehicles.
 P a g e | 29

With headlamp leveling device

Optimum remote visibility and reduced glare onto oncoming vehicles.

BRAKES THAT STOP, NOT LOCK.

The Swift’s Antilock Braking System, together with Electronic Brake-force Distribution,
allows you to maintain directional control over the wheels in the event of sudden braking.
The Antilock System prevents the car from veering off the road.

DDIS

1.3L DDiS Diesel Engine

TURBO CHARGER AND INTER COOLER COMBINATION

• Efficient combustion.
 P a g e | 30

• Higher torque.
• Cleaner emission.

5-STEP MULTI INJECTION COMMON RAIL SYSTEM@ 1400 BAR

• Better fuel combustion.

• Optimized NVH.
DOUBLE OVER HEADCAMSHAST (DOHC)
• Precise & quick valve operation.
CHAIN DRIVE TIMING SYSTEM WITH AUTO TENSIONER
• Maintenance-free for the entire engine life.
• Precise valve timing.

16-VALUE CYLINDER HEAD

• Improves breathing.
• Better fuel combustion.
• Cleaner emissions.

COOLED EGR SYSTEM

• Cooled exhaust gas recirculation.

• Cleaner emissions.

ALUMINIUM BED PLATE

• Reduced engine vibration.

• Minimum noise.
•
GREEN OIL FILTER
• Environmentally friendly
 P a g e | 31

• Easy to maintain.

AUTO TEMP

Automatic Climate Control

WEATHER ? WHAT WEATHER!

Automatic Climate Control handles the MET department without you ever intervening.
What you get is constant temperature, which keeps you comfortable at all times.

1.2L K – SERIES

1.2L K-Series Petrol Engine

1.2L K-Series petrol.

• Responsive And powerful-advanced 1.2 litre,16-valve K-Series engine

• Great Performer - at 85 ps @ 6000 rpm and 113 Nm @ 4500 rpm, the new engine
has improved compression ratios and delivers better initial and passing acceleration
in city driving conditions for zippier overtaking.
 P a g e | 32

• Highly Fuel-Efficient - the 16-valve lightweight DOHC engine reduces friction and
improves durability and fuel economy to be best-in-class at 17.94 kmpl**

• More Comfortable Drives - A more silent engine with reduced vibrations. Lower
NVH (noise, vibrations and harshness) provide an enhanced drive feel with lesser
driver fatigue.

• Lower Emission Levels - BS IV compliant, the Swift is greener and eco-friendly.

• Low Maintenance Cost – The new K-Series engine means longer oil change
intervals and improved spark plug life.

RBSS

ALLY BASED SUSPENTION SYSTEM

BAD ROADS, HERE WE COME.

The MacPherson strut in front attaches the suspension lower arms, steering, gearbox and
rear engine mounting to a suspension frame (and not to the body), thus raising handling and
comfort to a new high.

DYNAMIC EUROPEAN STYLING

WOLF IN WOLF’S CLOTHING!

 P a g e | 33

Slightly European, Somewhat Japanese, And sinfully good looking, Not only a generation
different from Suzuki design, but also the shape of things to come.

When we put together the new Maruti Suzuki Swift, we made sure we did nothing we had
ever done before. We wanted to build a car that made car-makers whack their designers and
say, “Why didn’t we think of that?”

So we did. And gave you a car that’s more spacious, more user-friendly, more refine, more
eye-catching. A compact car that makes all others looks like Mama’s boys. It’s cheeky.
Chic, Radical. Chunky Pumped-up Chiseled, Tantalizing. Haughty Impatient, Manic. It’s
you

THE SWIFT’S PROFILE IS ITS SIGNATURE.

Unabashedly stylish, with a clear sense of muscularity, Pronounced by chunky wheels,

boldly flared wheel arches and tires sitting squat at four corners of the car.

WITH AN ULTRA –WIDE STANCE

The Swift announces its presence. This stance allows the Swift to hug the road for class-
defining handling. It also makes a roomy interior.

NEVER IN DRAG
 P a g e | 34

Aerodynamic front air dam, Airflow-smoothing door mirrors. Spoiler-type tailgate. All
reduce drag and wind noise. It cuts like a knife.

BUTT, SERIOUSLY

A curvy, oh-so-wide bumper, Shapely hatch, Lamps that extend from the shoulder lines.
Makes

Everything looks packed-in.

ADVANCED P-EPS STEERING

Provides more assist, reduces cabin noise and aids fuel efficiency.
 P a g e | 35

HIGHER, SIR ? LOWER, SIR?

Get into your most comfortable driving position. Reach the pedals without cramping. A
35mm height adjustment and a 240mm fore-aft slide range are at your service*.

HANDLE WITHOUT CARE

A strong underbody structure. Class-defining body rigidity. And cutting-edge suspension. All
allow you to handle the Swift with feather-touch ease. Letting you cruise over Indian roads in
comfort.

LOVE, SEAT.
 P a g e | 36

There’s so much pleasure here, it’s almost hedonistic. Seats you can adjust so you can
travel in style and luxury. A glasshouse cabin that wraps around you, So you can interact
better with the dash, knobs, panels and the whole car!

An easy-on-the-eye instrument cluster, A mobike-style tachometer. An illuminated-ring

speedometer, for better visibility as you cover miles, A three-spoke steering. A spherical
shift knob. It’s sporty all over. And so the outside doesn’t get inside, there are as many as
17 noise-reducing features. An invisible ‘Do Not Disturb’ sign to the world outside.

SHIFT WITH PLEASURE.

An updated short-stroke design, with enhanced shift linkages, gives you a firm, quick shift
feel.

THE SWIFT CABIN WRAPS AROUND YOU

 P a g e | 37

So it’s easier to touch. Feel, And get superb all-round visibility Coupled with a smooth
driving experience.

OPEN WIDE

The boot accommodates plenty. So when you drive up into the mountains, bring the
mountains back.

PUT IT HERE

For all that you can remember — and everything you can’t. Even your little dark secrets.
 P a g e | 38

OPEN HATCH EASILY.

An electronic tailgate opener is ideal when your hands are full with her luggage. Or maybe
just her.

XXXL

It’s a car that becomes a party table. A deck chair, A giant shopping basket, A delivery
truck. Or a comfortable bed for two, Perfect to shack-up in, during those long drives.

Diesel Technology
 P a g e | 39

SUPERIOR TECHNOLOGY
The DDiS engine has won the ‘International Engine of the Year
Award*’ in Europe. DDiS is the superior Common Rail Direct Injection
Technology that powers Maruti Swift Diesel.
This future-ready engine is highly compact and incredibly fuel efficient.

It is the lightest engine in its segment*, generates a class beating 190 Nm of torque and has an
amazing power of 75 BHP for a superior drive. This refined engine is the first in India# to have a
5 Step Multi Injection Technology for smoother running, low noise and cleaner exhaust. It is
perfect both for city and highway driving.

SUPERB PERFORMANCE
This next generation DDiS engine has a 16 valve cylinder head for more power and higher engine
response leading to a smoother ride.

It boasts of a combination of Turbocharger and Intercooler for high performance. It has Double
Over Head Camshaft (DOHC) for precise control of valves - another first that delivers better fuel
efficiency.

It is the only engine with a Chain Drive Timing System, which is maintenance-free for the entire
life of the engine.

It is a compact, light-weight and refined engine with an Aluminum Bed Plate to ensure low noise
and vibration.

ENVIRONMENT FRIENDLY
The combination of a 16 valve cylinder head and a 5 Step Multi Injection System gives efficient
combustion leading to cleaner emissions.
 P a g e | 40

#In A2 diesel segment

BEBEFITS OF DEISEL SWIFT

Silent
Minimum Vibration
Class Beating Power
Environment Friendly
Great Mileage
Maintenance Free

ALL SEGMENTS PRICE

Table shows that the Maruti Suzuki has larger number of variety in the segment A&B
so the sales must be good in these segments. But it is lacking behind its competitors in
segment C, D & E
 P a g e | 41

PRICING STRATEGY - CATERING TO ALL SEGMENTS

Maruti caters to all segments and has a product offering at all price points. It has a car
priced at Rs.1, 87,000.00 which is the lowest offer on road. Maruti gets 70% business from
repeat buyers who earlier had owned a Maruti car. Their pricing strategy is to provide an
option to every customer looking for up gradation in his car. Their sole motive of having so
many product offering is to be in the consideration set of every passenger car customer in
India. Here is how every price point is covered.

SNO. BRAND VARIANTS PRICE IN

HYDERABAD

1 MT 1749373

GRAND VITARA AT 1884001

2 MARUTI SX4 VXI 708761

ZXI MT 819964

ZXI 852542

3 SWIFT DEZIRE LDI 567142

ZDI 701497

VDI 616336

LXI 478426

ZXI 625207

VXI 530429

4 SWIFT VXI 475899

LXI 422544
 P a g e | 42

ZXI 539147

LDI 492643

VDI 548773

5 WAGON R LX 338670

LXI 363399

LX Duo 350286

VXI 387197

VXI ABS 418492

6 GYPSY ST(Soft Tob) 532537

HT(Hard Tob) 551711

7 OMNI Cargo 214324

Cargo LPG 209160

5 Seater 244002

8 MARUTI 800 STD MPI 193568

A/C MTI 215880

9 ESTILO LXI 357144

VXI 413577

LX 331162

10 EECO 7 STR 306248

5 STR 282028

STR with A/C 318225

11 A STAR LXI 358970

ZXI 424185
 P a g e | 43

VXI 386894

12 RITZ IDI 482794

VDI 537236

LXI 404557

ZXI 500723

VXI 436478

13 ALTO STANDERD 231099

LXI 280648

LX 263036

PRICE OF SWIFT

In Hyderabad

Variant Ex-showroom Price (Rs.)

MARUTI SWIFT LXI (BHARAT STAGE IV) 4,22,545

MARUTI SWIFT VXI (BHARAT STAGE IV) 4,56,164
 P a g e | 44

MARUTI SWIFT VXI (BHARAT STAGE IV WITH ABS) 4,75,899

MARUTI SWIFT LDI (BHARAT STAGE III) 4,91,128
MARUTI SWIFT LDI BS IV 4,92,644
MARUTI SWIFT VDI BS IV 5,29,809
MARUTI SWIFT ZXI (BHARAT STAGE IV) 5,39,148
MARUTI SWIFT VDI WITH ABS BS IV 5,48,774

COPMPETITOR OF MARUTI SWIFT

MARUTI SWIFT Vs HYUNDAI GETZ

‘Even if the Swift had no engine, people would buy it — and that’s because of its
outrageous concept-car looks.’

‘The Getz scores highly on practicality: it is spacious, comfortable, has a good boot and
many user-friendly touches.’

MARUTI SUZUKI SWIFT

List price (ex-showroom, Hyderabad) Rs 4.04-5.07 lakh
Top speed 174kph
0-60kph 5.22sec
 P a g e | 45

0-100kph 12.29sec
Kpl 13.85 (overall)
For Styling, value for money
Against Small boot and rear seat

HYUNDAI GETZ
List price (ex-showroom, Hyderabad) Rs 4.74-5.36 lakh
Top speed 144kph
0-60kph 5.61sec
0-100kph 14.47sec
Kpl 12.45(overall)
For Space and practicality
Against Interior quality

Pioneers always have it tough: people called Columbus mad, called Darwin a heretic, called
Hyundai forgetful for leaving out the boot on the Getz. Hyundai has been pulling its hair
out trying to get people to notice a car good enough to be our Car of the Year 2005 — and
hasn't had that much success, primarily because it was the first of a kind, the Rs 5.0 lakh car
without a boot.
Hyundai’s tried extolling the car's virtues: its neither-too-big-nor-too-small size, its space
and practicality, its refinement and sophistication, but sales remained lukewarm. Then,
along came Maruti with the jazzy little Swift, and got 21,000 bookings within a week. And
then it hiked the price.

FUEL EFFICIENCY
 P a g e | 46

LONG-LEGGED SWIFT MUCH MORE FRUGAL

In many of our luxury car tests, we say efficiency figures aren't too big a deal; here, however,
they mean everything. And no question about it, the Swift is always about 1.5kpl better than
the Getz in every environment, partly due to the longer gearing. For the Getz's 10.4kpl in the
city, the Swift returns 11.5kpl; for 14.5kpl on the highway from the Hyundai, the Maruti gives
16.2.

TECHNICAL SPECIFICATION

ENGINE
MARUTI SWIFT HYUNDAI GETZ
Layout 4-cylinder, 1298cc, naturally 4-cylinder, 1341cc, naturally
aspirated petrol aspirated petrol
Max power 87.5bhp at 6000rpm 82.9bhp at 5500rpm
Max torque 11.52kgm at 4500rpm 11.8kgm at 3200rpm
Specific output 67.41bhp per liter 61.81bhp per liter
Power to weight 86.63bhp per tone 76.95bhp per tone
Torque to weight 11.45kgm per tone 11.23kgm per tone
Installation Front, transverse, front-wheel Front, transverse, front-wheel
drive drive
Construction All aluminum Alloy head and cast iron
block
Bore/stroke 74.0/75.5 mm 71.5/83.5 mm
Valve gear 4 per cylinder, SOHC 3 per cylinder, SOHC
Compression ratio 9.0:1 10.1:1
Ignition and fuel Spark ignition and multi-pointSpark ignition and multi-
petrol injection point petrol injection

GEARBOX
Type: 5-speed manual Type: 5-speed automatic
Gear Ratios/kph per 1000rpm Ratios/kph per 1000rpm
1st 3.54/7.73 3.61/6.58
2nd 1.90/14.39 1.95/12.20
3rd 1.28/21.41 1.37/17.37
4th 0.96/28.37 1.06/22.45
5th 0.75/36.2 0.82/29.02
 P a g e | 47

Final drive 4.105:1 4.056:1

STEERING
Power assisted rack and Power assisted rack and
Type
pinion pinion
Turns lock to lock 3.15 3.0

SUSPENSION
Front Macpherson strut with and Independent with
coil spring Macpherson struts, torsion
beam axle
Rear Torsion bean and coil spring Gas-filled dampers

MAXIMUM SPEEDS (kph/rpm)

5th 169/4700 165/5680*
4th 174/6100 150/6700
3rd 146/6800 118/6800
2nd 97/6800 83/6800
1st 54/6900 45/6800
*estimated

ACCELERATION THROUGH GEARS (secs)

kph 2nd 3rd 4th 5th 2nd 3rd 4th 5th
3.3 5.6 - - 3.7 5.3 8.4 -
20-40
3.1 5.2 7.3 10.2 3.2 5.0 7.1 10.4
40-60 3.2 5.0 7.2 10.5 3.6 4.8 6.8 10.9
- 5.5 7.3 11.4 14.4 5.4 7.2 12.0
60-80
80-100

Fuel Economy
City (kpl) 11.5 10.4
Highway (kpl) 16.2 14.5

WHEELS & TYRES

Wheel size 14J x 5.5-inch 6.0J x 15-inch
Made of Alloy Steel
Tyres 185/70 R14 tubeless 195/65 R15 radial
 P a g e | 48

BRAKES
Front 211mm Ventilated discs Ventilated discs
Rear 200mm drums Drums
Standard with EBD (only in
ABS Optional with GLS variant
ZXi)

DIMENSIONS

MARUTI SWIFT

HYUNDAI GETZ

CURRENT MARUTI SUZUKI INDIA LTD .Variant

 P a g e | 49

Model : Swift VDi Model : Swift LDi

Model : Swift Zxi Model : Swift Vxi (ABS)

Model : Swift Vxi Model : Swift Lxi

Discontinued HYUNDAI MOTOR INDIA. Variants

Model : Getz GLX Model : Getz GLS

Model : Getz GVS

TATA INDICA 1.3 MULTIJET:

By the time the larger new Indica is out, the Tata-Fiat tie-up will be going full throttle. Tata
will borrow engines from Fiat with, you guessed it, the 1.3 liter Multijet being the engine of
 P a g e | 50

choice. Thoroughly localized, cheaply assembled and very capable, it will give the new
Indica/ Indigo family a huge leap forward as far as overall ability is concerned.

THE COMPANY DEALER’s PROFILE

The company is an authorized dealer of Maruti Udyog Limited (MUL) for sale of its
entire range of motor vehicles. It is also authorized to service & repair all Maruti cars
and also deal in spare parts of Maruti cars.

RKS Motor was established in the year

1997; the business is managed under the
able leadership and guidance of Mr.Vinay
Saboo, Managing Director. With an
experience of over three decades in retail
sales and service, it took Mr. Saboo just
three short years to set up this dealership,
since then the growth has been
phenomenal.

The dealership has also won many awards and accolades under the leadership of Mr.
Saboo, it has also got ISO 9001 certification. Vinay Saboo was one of the Team
Member of group of 6 Delegates who visited Japan on study tour of used car business in
Japan. He strongly believes that achieving customer delight is the single most important
 P a g e | 51

focus of the group. The group enjoys very high status in the society and business
world...

INFRASTRUCTURE

At present the group operates 2 (two) state of the art showrooms located in the heart of
the cities of Hyderabad & Secunderabad, they have till date sold a whopping 50,000
cars! The group has 5 full fledged Maruti Authorized workshops spread in all four
points of the city The Uppal workshop has won the award as the best marketed
workshop while the Somajiguda showroom was adjudged as the best Maruti showroom
in India.

OURPHILOSOPHY
RKS has a strong base of 1 lakh satisfied customers from all walks of life. Our mission
statement to provide a convenient, hassle free automobile purchase and ownership
experience for our customers. And the most cost effective and attractive financial
services packages to all our customers, in all the markets we operate in. We anticipate
our customers' need and deliver innovative and outstanding products and services to
 P a g e | 52

their delight.

TEAM,STAFF,WORKFORCE
RKS firmly believes that employees are one of the main source of strength for the
organization. It has as many as 500 professionals working directly & indirectly at all
levels.
The human resources management at RKS seeks to create a corporate culture where
values such as "Continuous Improvement" and "Respect for People" are fully reflected
in all activities.
The company takes maximum care to ensure stability of employment and strives to
improve working conditions.
All employees are encouraged to give suggestions to improve the efficiency or working
conditions. They are also appropriately rewarded for the same. Thus RKS seeks to
progress b empowering its employees.
TEAM SABOO
A dedicated fully professionally managed organization with independence of working.
• Executive Director: Pramod Manudhania, FCA, Chartered Accountant,
looking after over all administration and operation.

•Vice President (Projects): Anand Choadhry

taking care of new Projects,True Value Business.

• Senior General Manager Service: Mr. N K Patel

looking after all the five workshops servicing about 4000 cars a montGenera

• Manager (Projects): Mr. Sameer ,

looking after Strategic Marketing activities, new Projects, Maruti Driving
School.

• General manager (Spares): Mr. Ravi Mantri

 P a g e | 53

• The General Manager Sales: Mr. Bhargav, Sales

• Awards:

· Best new product launch

· Overall product mix sales
· Best marketing for workshop facility

 To analyze the customer satisfaction towards the Maruti Swift in

Hyderabad with a special reference to the Marti Suzuki Motors.

 To know the strengths and weaknesses of the Maruti “Swift”.

 To know the perception towards the Brands about the sales, services, offers
to buy Maruti Suzuki products.

 To know the customers opinion about various cars in Hyderabad city.

P a g e | 54
 P a g e | 55

RESEARCH METHODOLOGY

Two broad research methodologies can be used to answer any research question. They are –
experimental research or Non experimental research. In experiment research, there is
control over the extraneous variable and manipulation of at least one variable investigation.
In Non experimental research , there is no intervention beyond that needed for the purpose
of measurement .

RESEARCH DESIGN:-

A research design is a statement is a statement or specification of the method and producers

used for acquiring the information needed for the solution of some specific problems. It
provides a scientific frame work for conducting a research.

Although research design may be classified by many criteria, the most useful one concern
the major purpose of the investigation. On the basis, research design can be classified into
three classes –Exploratory, Descriptive and Casual. If no formal design or structure
questionnaire are used, exploratory design is used .If a person is conversant with the
problem environment, or is conducting the research for some specific purpose using
 P a g e | 56

structure questionnaire to gather information, the research design is descriptive casual

research design is used to establish cause and affect relationship.

For descriptive studies and also casual studied, data analysis and project output are critical
aspects of research planning, this study uses descriptive design.

DATA COLLECTION METHOD

The following steps are involved in the data collection process:-

• Finding out the type of information required in the investigation.

• Establishing the facts that are available at present and the additional facts required.

• Identification of the source from where they can be available.

• Selection of appropriate information collection method.

The data required from this study is collected from primary and secondary sources;

The data collected are both Quantitative and Qualitative.

 P a g e | 57

PRIMARY SOURCES:-

The primary used for gathering data required for this survey is – Survey method

In the survey method a survey of the consumer’s satisfaction toward four wheeler is done.
A planned effort is made using structured questionnaire to interview the respondents. The
respondents are the owners of the four wheeler, who are interviewed, are chosen using non
probability sampling method.

The survey can be done through personal interviews .In this study respondent are
interviewed personally so that the errors involved in gathering primary data are minimized.

SECONDARY SOURCES:-

The secondary sources used for collecting data are:-

1.Internal Sources:-

 Company’s Reports.

 Company’s Publications.

 Company’s Employees.

 Company Strategy.

1. External Sources:-

Information was gathered from Magazines like –Auto Expo, Car Bazaar, and Business
World & Business Today. Business dailies like – The Economic Times, The Business
Line etc
 P a g e | 58

News Paper like – The Hindustan Times, Business Standard & The Corporate Times.
Apart from this information was also taken from internet.

SAMPLING PROCESS:-

Taking into account the practical considerations ( Such as time limit, cost, etc ) the study a
sample survey as the means of means of gathering primary information. A sample survey
allows a reason to concentrate his attention upon a relatively small number of people and
hence, to devote more time and energy to ensure that the information collected from them is
more accurate.

DEFINING THE POPULATION:-

The first thing that a sample plan must include is the definition of the population to be
investigation. The population should be defined as clearly as possible. The population
chosen for the study, taking in to consideration the objective of the study is defined as, all
the customer of four – wheeler.

SAMPLE DESIGN:-

Sample design is the heart of the sample planning process. A sample design involves
specifications of the type of sample used, the appropriate sampling unit, and the sample
size.

TYPE OF SAMPLE:-

The study use non –probability sampling most of the sampling in marketing research is non
–probability in nature of the various non probability methods , convenience sampling
method is used in this study rather than using a table of random number as in probability
sampling . convenience sampling means that the sampling unit are accessible, convenient
and easy to measure. The advantage of choosing a non -probability sampling methods is
that the sampling error will be when compared to probability sampling.

SAMPLING UNIT:-
 P a g e | 59

The sampling unit forms the basis of the entire sampling procedure. It is that which is
actually chosen by the sampling process. The sampling unit may contain one or more
population elements. The sampling unit in the study consists of the private employees,
government employees, business people and others.

SAMPLE SIZE:-

The sample consist of 50 customer selected from the Hyderabad using convenience
sampling method. Out of the customers selected for the study, some did not own four –
wheeler and some had not responded well. Hence they had to be replaced by other
customers.

LIMITATIONS:-

 Taking the market conditions into consideration the survey, which include a
sample of 50, was a respective one.

 Due to the limitation of span of time and limited resources survey was
conducted for a period of 6 weeks.

 The geographic region covered for the survey was limited to the boundaries
of the Hyderabad city.
 P a g e | 60

 Since the survey was conducted at the market localities and the person who
has owns a “Maruti Swift”

 Improper response from customers and buyers, but it was minimal.

 Scientific methods of post testing could not be conducted.

 Minimal possible bias in administrating the questions at the survey

conducted area.

 The reaction and attitudes are subjected to changes according to their needs
and time.
 P a g e | 61

1. Selection of Maruti swift Model.

Particulars No. of Respondents Percentage (%)

Petrol 18 36

Diesel 32 64

Total 50 100
 P a g e | 62

Source: Primary Data

No. of respondants
Petrol Diesel

36%

64%

Analysis:-

Here we have to find out that maximum value of Diesel model in the market that is
64% out of total sample size so we can say that current scenario of the market
maximum captured by Diesel model compare to Petrol model. Now in present time
customer prefers more Swift Diesel model.

2. Influencing features for the purchasing power of the customer.

Particulars No. of respondents Percentage (%)

Price 15 30

Product Features 20 40

Brand 7 14

Service 8 16
 P a g e | 63

Total 50 100

Analysis: Here we found that the product feature of swift car is more influencing
factor to purchase power of the consumers. In this chart it is clear that product feature
is very important factor for the consumption level of the product. So this is showing
that % of product feature is more than compare to others i.e. 40%. Hence, selling of
swift car is depending upon the product quality.

3. Different sources of purchasing pre-owned car

Particulars No. of respondents Percentage (%)

Through Advertisement 12 24
Dealer 18 36
Showroom 10 20
Durability 10 20
Total 50 100
 P a g e | 64

Analysis:

Above diagram shows the highest value of dealer. Where a dealer provides different
warranties, services, convenience, availability and other facilities to the consumers
whatever he wants. So dealer is important mediator for delivering the goods and
services to the consumers. Here, dealer’s percentage is greater than to others i.e. 36%.

4. Important suggestions towards the Maruti Swift engine.

Particulars No. of respondents Percentage (%)

Very Good 10 20

Good 16 32

Average 5 10

Not Good 11 22

Can’t Say 8 16

Total 50 100
 P a g e | 65

Analysis:

This chart shows the various suggestions towards the maruti swift engine. Most of the
suggestions are good. On the other hand, most of the consumers are satisfied from it’s
engine capability. Hence, we can say that % various feedbacks of the consumers regarding
good is higher than compare to others i.e. 32%.

5.Customer satisfaction toward mileage of Maruti Swift.

Particulars No.of respondents Percentage (%)

Yes 30 60

No 20 40

Total 50 100
 P a g e | 66

Analysis:-

Here we found that 60% customers are satisfied with the mileage of swift and other
40% customers are not satisfied with the mileage of Swift they have diffirent perception
regarding the mileage of swift .This chart showing the majority of satisfied customers,
so we can say that customers are satisfied with mileage of swift.

6.Customer opinion on Maruti Swift related to safety features.

Particulars No. of respondents Percentage (%)

Very Good 10 20

Good 17 34

Average 12 24

Can’t say 11 22

Total 50 100
 P a g e | 67

Analysis:-

This chart is showing that just customer satisfied with the safety features of swift
because when customer expect more safety then cost of swift beccome high. So here
34% customers are satiesfied with safety features of swift and only 20% are most
satisfied with the safety and 24% average satisfied with the safety features remaining
22% are unable to say about the safety features of the Swift.

7.Customer opinion about good competitor of maruti swift.

Particulers No. of respondents Percentage (%)

i 20 13 26

i 10 9 18

Ritz 11 22

Getz 11 22

Indica 6 12

Total 50 100
 P a g e | 68

Analysis:

Here we found that 26% is the highest value so its indicate that i20 is the best competitors
of the Swift ,after that Getz and Ritz are good competitors of Swift. Now Indica has come
in market with diffirent features and luxurious model so it is also a good competitor of
Maruti Swift. In this chart i10 got the 18 % so it indicate the i10 is also competitor of Swift.

8. From the consumer point of view, Price maintain by the Maruti Suzuki
in the future :

Particulers No. repondents Percentage (%)

Yes 19 38

No 15 30

Can’t say 16 32

Total 50 100
 P a g e | 69

Analysis:-

Here we can see in chart that is 38% customers opinions that company will be able to
maintan the price in the future but 32% customers opinion that no, company will be
increase the price of swift because it is necessary for maintenance the cost of company .
Other 30% customers are unable to say anythings they are depend on the company
decision.

9. Costomers Satisfaction towards the changes in the Swift car.

Particulers No.of respondents Percentage (%)

Yes 26 52

No 13 26

Can’t say 11 22

Total 50 100
 P a g e | 70

Analysis:-

Here we found the costomers are very enthusiastic to want change in the swift for their
better satisfaction i.e.52% response by the customers. And 26 % customers don’t want to
change in the Swift , 22% customers are unable to say that will be change in the swift .

Here majority is saying that customers want to change in the Swift as mostely customers
want to change in the “Back Glass” of the Swift due to no clear visible in back side when
driver apply back gear, because back glass size is small. So customers want little bit
improvement in the Swift car.
 P a g e | 71

10. Customers frequently change their car.

Particulers No.of respondents Percentage (%)

1-3 Years 18 36

3-5 Years 11 22

5-10 Years 15 30

More than 10 Years 6 12

Total 50 100

Analysis:-

Here we found that most of the customers are changing their car between 1-3 year. Because
changing any product is depend upon the money as well as time factor. Hence we can say
that consumers can not chang their car less than 1-3 years.

FINDINGS
 P a g e | 72

Basing on the data gathered from the customers , which was analyzed ,
the following observations are made.

 Here we found that the customers are fully satisfied with the Diesel model of Swift.
So now this time market mostely captured by the swift and booking of swift
advance going on .

 Majority of the customers preffering the swift due to the product features. They are
fully satisfied by product with the deffirent features of Swift .

 Here majority of the customers will be buy pre-owned car by the dealers due to they
want to true value of the car.

 Here customers gave the good value for the Swift engine they have no any doubt
regarding swift engine. That’s why costomers has fully satisfied .

 We found that majority of the customers are fully satisfied with the mileage of
Swift car.

 Majority of the customers said that we are satisfied with the safety features of the
Swift so they gave only good response .They are saying that if we want very good
safety feature then car price will be also high.

 Majority of the customers preffering the i20 and Getz as the good competitors of the
Swift.

 Mostely customers hope that maruti will be not hike the price in the future, it will be
able to maintain the price of the swift . Some of the customers has hope that when
cost of raw material will hike then price will also hike .

 Costomers are fully enthusiastic to saw some new changes in the future swift .
Majority of customers want to some change in the future , As back side glass.

 Mostely customers changing there car between 1-3 years.

 P a g e | 73

SUGGESTIONS

After analyzing the findings ,the following suggestions have been prepared
.Great care has been taken in the making these suggestions for improvement of
the customer satisfaction :

 A constant urge to upgrade and keep pace with the changing times gives
organization the competitive advantages or cutting over the competition .

 The service centre must be ready with all type of spare part all over the
time .

 Improve in the size of back glass for clear visibility in back side .

 Introduce low instalment and low down payment schemes to attract more
people .

 Satisfy existing customers by giving more value and offers.

 Some costomer want to change in the swift back light as round shape .

 There is heavy demand for Maruti Swift in the market , so the supply has to
be improved to meet the demand of the customers .

 Inspect the servicing centrs continuosly so that they try to follow rule and
regulations strictly ,and will serve the car on time .

 Try to maintain reasonable price of the swift, as this is the key factor for
customers satisfaction towards Swift .

 All the cars of Maruti Suzuki Must be available in the each and every
showroom.
 P a g e | 74

 Company must try to tap the rural area with the help of print media and
hoarding .

 In every organization employee behavior should be great, for providing

better customer satisfaction .

CONCLUSION

After analyzing the interpretation and finding the following conclusion were
made: -

After interacting with the customers, I found that ,customers are emotionally attached
with Maruti Suzuki Brand . Most of customers are highly satisfied with Maruti Swift.

Maruti Suzuki is giving very tough competition to its competitors like Tata Motor,
Hyundai Motor etc.

During my survey, I found that Swift mostly preffering by young age people in A2
segment car . They are fully satisfied towards Swift.

Customers are not happy with the back glass of Swift due to very small size they can’t
see easely in back side on back gear.

Maruti suzuki is providing the cutomer satisfaction not only selling the cars, and it
want to beat their competitors .
 P a g e | 75

The company is the known to providing the good service and quality.

I found in my survey that Maruti Suzuki product is first preffering by the defence as
Gypsy,

Gypsy and Grand Vitara has power gear.

BIBLIOGRAPHY

BOOKS AUTHOR

MARKETING MANAGEMENT PHILLIP KOTLER, KOSHI & JHA

PRINCIPAL OF MARKETING PHILLIP KOTLER & AMSTRONG
RESEARCH METHODOLOGY R.C.KOTHARI

WEBSITES:

http://www.marutisuzuki.com

http://www.marutiswift.com

http://www.marutidealer.com

http://www.marutiindia.com

PRINT MEDIA:
 P a g e | 76

 THE TIMES OF INDIA

 THE HINDU

 AUTO EXPO MAGAZINES

 AUTO CAR MAGAZINE

 BUSINESS STANDARD

ANNEXURE
QUESTIONNAIRE

Name ……………………………. Mobile

No………………………………

Email…………………………….
Profession……………………………..

Q1. Which Model of Maruti Swift do you own?

a) Petrol b) Diesel

Q.2. Which feature influenced you the most while Considering your Swift purchase?
 Price
 Product feature
 Brand
 Service

Q3. If you plan to buy a pre-owned car, through which source you would like to buy?
Through advertisement
 Dealers
 Showroom
 P a g e | 77

 Durability

Q 4. Your valuable suggestion/Comments on Maruti Swift Engine?

…...............................................................................................................................................
..

…...............................................................................................................................................
....

Q.5. Are you happy with the mileage of your swift?

a) Yes b) No.

Q.6 What is your opinion on Maruti Swift related to safety features?

…...............................................................................................................................................
.......

Q.7. According to you, which model is a good competition to Swift & Why?

...........................................................................................................................................
...................................................................................................................................................
..........................

Q.8. Do you think Maruti Suzuki will be able to maintain the price of Swift in future if there
is hike in cost of raw materials?

.Yes

. No.

. Can’t say

Q9Are you looking for any changes in Swift for better Customer satisfaction.
 P a g e | 78

…...............................................................................................................................................
.......

...................................................................................................................................................
.........

Q.10.How frequently you change your car?

 1-3 years
 3-5 years
 5-10 years
 More than 10 years.

THANK
YOU

DATE…………… SIGNATURE