A PROJECT REPORT

ON

‘‘Customer Satisfaction On Maruthi Suzuki Cars’’

A Project Report submitted in partial fulfillment

For the award of degree of

Masters Degree in Business Administration

University of Mysore, Mysore

Submitted by

Mohammed Rishan

Reg. No: 16MB5236

Under the Guidance of

Mrs. Manisha Saxena

Faculty

Department of Management Studies

IZEE Business School, Bangalore

2016 – 2018

1
 CERTIFICATE

This is to certify that this Internship Report titled A PROJECT REPORT ON ‘‘Customer

Satisfaction On Maruthi Suzuki Cars’’. Has been submitted to IZEE Business School
Bangalore in partial fulfillment of the requirement for the award of the MBA is a bonafide work of
Mr. Mohammed Rishan, MBA, Reg. No 16MB5236 under the guidance and supervision of
Mrs.Manisha Saxena Faculty of IZEE Business School Bangalore, Bangalore. This is to further
certify that to the best of my knowledge and belief, this report has not been submitted earlier to any
other University or Institution for the award of any Degree/Diploma/Certificate.

His character and conduct are satisfactory during the study and we wish him all the success
in his future endeavor.

Place: Bangalore Ms. Nancy Thiara

Date: Director

2
 IZEE BUSINESS SCHOOL, Bangalore.

GUIDE CERTIFICATE

This is to certify that this Internship Report titled ‘A PROJECT REPORT ON

‘‘Customer Satisfication On Maruthi Suzuki Cars’’ has submitted to IZEE Business

School, Bangalore in partial fulfillment of the requirement for the award of MBA is bonafide work
of Mr. Mohammed Rishan, MBA, Reg. No 16MB5236 prepared under my guidance and
supervision. This is to further certify that to the best of my knowledge and belief, this report has
not been submitted earlier to any other University or Institution for the award of any
Degree/Diploma/Certificate.

Place: Bangalore Ms.Manisha Saxena

Date: Asssitant Professor

3
 IZEE BUSINESS SCHOOL, Bangalore.

DECLARATION

I hereby declare that the internship report titled ‘A PROJECT REPORT ON ‘‘Customer

Satisfication On Maruthi Suzuki Cars’’ submitted to IZEE Business School, Bangalore

impartial fulfillment of the award of the MBA is based on my original work and been prepared by
me under the supervision and guidance of Faculty Mrs. Manisha Saxena, IZEE Business School,
Bangalore.

I also declare that this report is entirely based on the information provided by the company and is a
result of my own efforts. I further declare that this report has not been submitted in part or full
towards any other degree or diploma to this Institution or any other Institution or University.

Place: Bangalore
Mohammed Rishan Reg.No.16MB5236

4
 IZEE BUSINESS SCHOOL, Bangalore.

ACKNOWLEDGEMENT

With immense please we are presenting titled ‘A PROJECT REPORT ON ‘‘Customer

Satisfication On Maruthi Suzuki Cars’ Project report as part of the curriculum of ‘Master
of Management Studies’. We wish to thank all the people who gave us unending support.

I express my profound thanks to Dean Ms.Nancy Thiara and Assit.Professor Ms.Manisha

Saxena , project guide and all those who have indirectly guided and helped us in preparation of
this project.

We also like to extend our gratitude to and our colleagues of College of IZEE Management,
who provided moral support, a conductive work environment and the much‐needed inspiration to
conclude the project in time and a special thanks to my parents who are integral part of the project.

Thanking you

PLACE: Bangalore Mohammed Rishan

DATE: Reg. No. 16MB5236

5
 CONTENTS

CHAPTER TITLE PAGE.NO.

1. INTRODUCTION

2. LITERATURE REVIEW

3. RESEARCH METHODOLOGY

4. DATA ANALYSIS AND INTERPRETATION

5 FINDINGS

6. SUGGESTIONS

7. CONCLUSION

8. QUESSTIONNARIE

9. BIBLIOGRAPHY

6
1.1 INTRODUCTION:

Marketing is the study and management of exchange relationships. The American Marketing
Association has defined marketing as "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.”

Marketing is used to create the customer, to keep the customer and to satisfy the customer. With the
customer as the focus of its activities, it can be concluded that Marketing is one of the premier
components of Business Management - the other being Innovation. Other services and
management activities such as Operations (or Production), Human Resources, Accounting, Law
and Legal aspects can be "bought in" or "contracted out".

INDROUDUCTION TO MARKETING:

Today the world economy has undergone a radical transformation in the last two decades. The
companies are emerging at the faster level. The technology and advances have permitted
companies to widen substantially both the Markets and suppliers sources. Now as companies are
emerging with their new products, marketing has become exuberant activity in expanding the
market globally.

Marketing starts with human need and wants. It is a human activity directed at satisfying needs and
wants through exchange process.

Marketing management deals with identifying and meeting human and social needs. It is basically
a meeting needs profitability.

In other words we can say “It is the process of planning and executing conception, pricing,
promotion and distribution of ideas, goods and services to create exchanges that satisfy individual
and organizational goals”. The aim of marketing is to know and understand the customer so well,
that the product or service fits him and sells it.

It acts as an instrument to lift up the standard and life style of the economy with the help of
marketing; we are able to get the products at our doorstep at our choice and needs. The whole

7
economy would be sluggish if marketing did not exist. Marketing is of critical importance because
it maintains stability in the economic condition.

Marketing is an existing, dynamic and contemporary field. It is recognized as the most significant
activity in the society.

Marketing has a widest connection which includes in its fold selling, buying, Transportation,
warehousing, pricing and packaging.

As such today’s companies are facing the toughest competition everywhere marketing is playing a
very important role.

1.2 DEFINITIONS OF MARKETING

Philip Kotler:

The marketing guru has said, “Marketing is a social and managerial process by which
individuals and group obtain what they need and want through creating, offering and changing
products of value with others”.

American marketing association:

Addressed “marketing is the performance of business activities that direct the flow of goods
and services from producer to consumer to user”.

Cundiff and still:

“Marketing is the business process by which products are matched with market and through
which transfers of ownership are affected”.

In the words of Hansen:

“Marketing is the process of discovering and translating consumers needs and wants into
product and services and specifications, creating demand for these products and services and then
in term expanding demand.

8
 By all these definitions we can derive that marketing is compressive term that includes all
resource and set of activities necessary to direct and facilitate flow of goods and services from
producer to consumer in the process of distribution.

Importance of marketing management:

Marketing management has gained importance to meet increasing competition and the need for
improved method of distribution to reduce pores on to increase profit. Marketing management
today is the most important function in a commercial and business enterprise.

It's hard to overstate the importance of marketing. From hot new startups to local stores every
type of business can benefit for the increase in sales and highlighted brand awareness that a
great marketing campaign can offer, Demystify that was behind your marketing strategy with
these 10 important benefits. Simply put, if you're not marketing your business, you're not
making progress. No matter how great your product or service is, without any marketing
efforts, You're more likely to stand still and be ignored than to move forward and find customer
or clients.

9
Marketing is a broad term, one that both business owner and Consumers are quick to confuse
with other terms like Advertising and Public Relations. Try to think of marketing itself as a big
umbrella, with fields like Direct sales , Advertising and Public relations all tactics that make up
different parts your marketing strategy. Some of the world's most well known and celebrated
companies -From Coca- Cola to Apple- have succeeded using to surprisingly simple tactics
great product and marketing them well.
In many of our courses, like learning marketing for startups, we've cover some of the easiest ,
most affordable marketing tactics date for small businesses an online startups. In others, we've
covered specialized topics like affiliated marketing on Facebook advertising.

Marketing isn't rocket science but it isn't necessarily straight forward either. Read on and you will
Discover then reason to market your business as well tips and educational courses to help you take
action and start developing a marketing strategy today.

1. It will make more sales

No sales, no company -Mark Cuban

When people know your business existed, they are much more likely to become your customers. If
you are marketing companies are doing the job properly, you will start to see an increase inside
shortly after you get started.

Depending on the type of product or service you sell and the type of marketing you are engaging
in, you could start seeing sales after few days- in some cases, even a few hours. Online advertising
platform like Google Ad Words can start sending you traffic- and potentially customers within
minute of starting your campaign

By marketing your business online, you can easily keep track of which campaigns are generating
sales and which are not our courses conversion Optimization shows you how to track your saying
using online marketing platforms like Facebook ads or Google ads and optimize your campaign for
maximum sales.

2. It will increase awareness

No contact me more sharing of information, exchanging engaging- in short more word of mouth"-
Gary Vaynerchuk

10
Sometimes your best customer might say you are advertisements hundreds of times before they
buy anything. A lot of people see an ad on online recommendations and, instead of buying straight
away, remember the brand name of for future reference advertising.

Raising awareness plants using businesses brand its products and its benefits in the mind of your
target audience by raising awareness through marketing you will build a huge audience of potential
customers who knows you are, know what you can offer, and know exactly where to find you.

Don't feel bad if you marketing campaigns don't try increasing sales right away as raising
awareness is often just important our courses startup attention is great resource for developing your
own attention generating engine that powers your business marketing.

3.It'll make us to learn our metrics

What get measured, get managed- Peter Dracker,

Weather in marketing I'm back or an enterprise software company know you're a matrix is the key
to keeping your marketing campaigns in profitable if you can pinpoint exactly how much you
average customer is worth and you know exactly how much you can afford to spend acquiring each
new sale.

This makes it for easier for you to optimize your bid on marketing platform like Ad words and
Facebook. It also makes it easier for you to optimize your price and profit margin, basic online
conversation optimize that it can be used to treat your pricing and keep your product at the perfect
profit matching.

Once you've calculating key performance indicator like your cost per acquisition (CPA) life
customer value (LCD) or average revenue per user (ARPU), You’ll find it for easier to launch other
marketing campaigns and optimize then for profitability.

Launch campaigns, get as much data as possible, and trust your metrics. Once you've got the data
you've in power position to grow your business and increase sales.

4. It'll make consumer trust you.

People Shades freed and generally engage more with any type of content when it’s surfaced
through friends and people they know and trust- Malorie Lucich, Facebook

Who do you trust more, your friends or a complete stranger? The more well you know your
company becomes, the more people will trust you. The more people trust you, the more like they
are to buy your product and service.

The earlier you start marketing your business, the longer your target audience will have known
you. Start early, and build a relationship with your target market that forms a image of sturdiness,
reliability and honesty and people will respond by trust yours business to live up to its image.

11
There's a reason people pay more for Coca Cola OR Pepsi then they do for a bottle of stores brand
Cola. They've spent less forming a bond with the brand and as a result the trust it more, learn more
about building and trustworthy brand and branding how to brand yourself and your business.

5. It will build a social asset

One way to sell a consumer something in the future is simply to get his or her permission in
advance-Seth Godin

What could you do with a list of 1 million potential customers as the expert direct market allowed
to say the money is in the list hey marketing your business now you can build up our social I said
that you can sell product to tomorrow weather you up for a email a Facebook page giving your
audience able to connect with you gives you a powerful platform for selling products on asking
your audience important questions no matter what your business sense you can develop a powerful
social asset to use for promotion on out speech in the future. Sell shoes? Send user to your
Facebook using a creative ad campaign targeting at sports Gurus. Sells auto parts? Advertise to
local car gurus using Google Ad Words and build a powerful promotional list. Every great
business.

Every great business as you sow shall I said that it can market to be in the form of an online
database or an offline address book. Start building your social essay today and in a few years you
could have a powerful list for promoting your product and increasing your sales

 To learn more check out these emails and the social media marketing courses:

 E-mail marketing kick-start

 Social media marketing for startups.

6.It will learn marketplace

Understand why and how audience Use technology and then start trying to align your
communication efforts. -Brian Reich and Dan Solomon

When you first start your business your target marketing press can look a vast as the ocean. Once,
you start marketing you dive below the surface and instead of seeing a massive expansion of the
Blue Water you can start to see different communities sub cultures and Hughes network of different
connections.

Marketing open your eyes to the reality of your industry. Once, you start your own campaigns, you
begin to notice what your competitor are doing this information help you develop your own
complete Auto Industries you can product using Google Analytics you will find out which website
I refer the more you using a Facebook page you will Discover what you have to comment on don't
keep your head

12
About the water for him once you start marketing you will see your industry for what it is a macho
network of opportunities that are waiting for you to seize them.

7.It'll discover what works.

Have you ever seen an advertisement and wondered how anyone could possibly he persuaded by
it? A lot of the best ads look and feel like the worst by marketing your business as you quickly
learn which type of advertisement on marketing statics are effective and which one are not
effective.

There are hundreds of marketing tactics you could see to find customer from old-fashioned direct
mail to search marketing, Experimenting with different marketing methods help you find the one
that work and force on them.

Stay focused on acquiring data and test. Our, courses optimization & A/B testing statistics, will
help you learn how to test different advertising companies and marketing methods until you
discover the best statics, headlines and target audience for your business.

8. It'll develop an ideal customer profile

You can't just ask customers what they want and then try to give that to them by the time you get it
build they will want something new- Steve Jobs.

There’s a customer waiting out there for every business marketing makes it easier for them to find
you over times as you build a database with the information you are acquired from your marketing
compression it also become easier for you to find them.

Your Idea customer profile includes variables like age income location hobbies and interest and
occupation once you are marketed to hundreds of thousands of customer look at your data answers
for the person on the characteristics that you could see to profile your Idea customer

The more you can learn about the people you will make it to the better. Useful zone server to learn
more about what your customers are looking for and use their data to better target marketing
comparison open Google Analytics and find the reason where you are business its use the best
conversion rate

Don't build the product based on pay back of your customer that's a recipe for failure. However, dig
deep into the data you generate from your online marketing company in on spot Trends and details
that you can use to hone in on the type of people that matters the most to your business.

Our free courses, Marketing Research Fast Track, breakdance the basis of identifying your ideal
customers value market your business.

9. It will learn how to test an optimized

13
In the Modern War of the business it is useful to creative, original thinker unless you can also sell
what you create David Ogilvy

Knowing how to taste different headlines image on advertisements is one of the most important
skill you can process in headline the sound great in your mind my belly engage your audience
another that sounds contrived and silly could be the perfect eye-catcher for generating leads and
making sale.

If you can't text and optimize, you will never know which headlines is a winner and which is the
loser some of the import biggest companies launches online marketing campaign with 100 of
different images and head line to be tested it all in order to find the one combination that produces
the optimum return on investment.

A/B and multivariate testing from complicated but the way surprisingly easy once you will most of
the basis. Our course. Optimized and A/B testing statistics is a great resource for learning more
about formulating marketing hypothesis and using the real data to find out which are winner and
which are loser.

This testing and Optimization courses are awesome great resources for learning how to spot Trends
and performance indicators in your online marketing campaigns in

 Usability Testing Boot Camp

 Landing Page Design and Optimization
 Professional Copywriting Training.

10. It'll be a powerful brand

A brand for a company is like a reputation for a person. You earn reputation by trying to do hard
things well- Jeff Bezo

Some marketer set out to sell more products.

Other set out to build a brand that's easy to remember. The smartest marketer set out to do both at
the same time The ultimate goal of your marketing campaigns should be to have customers come to
you. Big brands like Google or Facebook don't need to remind people that they exist because their
customers already know them and trust them enough to make them part of the daily lives.

Branding is what separates your business from your competitors. It's what makes customers choose
you instead of someone else. It's your business's style, reputation, culture all rolled into one,
Brands are essential, and without making your business you'll struggle to develop a memorable,
powerful brand

Our courses, branding: How to brand yourself on your business breaks down the process of
developing, spreading and protecting your business brands.

1.2 SATISFACTION:

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Satisfaction, from the Latin satisfaction, it is the action and the effect to satisfy or be satisfied. This
verb refers to pay what is due, satisfy the appetite, meet the requirements or expectations, reward
merit, or resolve a problem or a complaint.

1.3 CUSTOMER SATISFACTION:

Customer satisfaction (often abbreviated as CSAT, more correctly CSAT) is a term frequently
used in marketing. It 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
(ratings) exceeds specified satisfaction goals."

They are closer to the customers know his wants and needs better than the company. The
information is highly useful to the company in catering the consumers’ wants and needs.

This study on customer satisfaction of Bajaj two wheeler is a step to understand the factors which
are effective for the success of the product. 100 samples are taken for this study to understand the
satisfaction level of the customers.

CUSTOMERSWITCHING:
In marketing and microeconomics,consumerswitching describes
"customers/consumers abandoning a product or service in favor of a competitor”. Assuming
constant price, product or service quality, counteracting this behavior in order to achieve
maximal customer retention is the business of marketing, public relations and advertising. Brand
switching - as opposed to brand loyalty is the outcome of customer switching behavior.

Consumer-switching behavior refers to customers abandoning a product or service in favor of a

competitor's. For example, a customer might move funds from one bank to another if she is
dissatisfied with the customer service at the first. Consumer-switching behavior is an ever-present
danger for a business -- if you don’t keep your customers happy, your competitors might directly
benefit.

1.5 IMPORTANCE OF MARKETING:

Importance of marketing are as follows:

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1. Marketing Helps in Transfer, Exchange and Movement of Goods:
Marketing is very helpful in transfer, exchange and movement of goods. Goods and services are
made available to customers through various intermediaries’ viz., wholesalers and retailers etc.
Marketing is helpful to both producers and consumers.

2. Marketing Is Helpful In Raising And Maintaining The Standard Of Living Of The

Community:
Marketing is above all the giving of a standard of living to the community. Paul Mazur states,
“Marketing is the delivery of standard of living”. Professor Malcolm McNair has further added that
“Marketing is the creation and delivery of standard of living to the society”.
3. Marketing Creates Employment:
Marketing is complex mechanism involving many people in one form or the other. The major
marketing functions are buying, selling, financing, transport, warehousing, risk bearing and
standardization, etc. In each such function different activities are performed by a large number of
individuals and bodies.

1.6 Market segmentation:

Market segmentation is the process of dividing a broad consumer or business market, normally
consisting of existing and potential customers, into sub-groups of consumers (known as segments)
based on some type of shared characteristics. In dividing or segmenting markets, researchers
typically look for shared characteristics such as common needs, common interests, similar
lifestyles or even similar demographic profiles. The overall aim of segmentation is to identify high
yield segments – that is, those segments that are likely to be the most profitable or that have growth
potential – so that these can be selected for special attention (i.e. become target markets

16
COMPANY PROFILE

17
 COMPANY PROFILE

Maruti was established in February 1981 though the actual production commenced only in 1983. It
started with the Maruti 800, based on the Suzuki Alto kei car. As of May 2007, the Government of
India, through Ministry of Disinvestment,[13] sold its complete share to Indian financial institutions
and no longer has any stake in Maruti Udyog.
Under the Maruti name
In 1970, a private limited company named Surya Ram Maruti technical services private
limited (MTSPL) was launched on November 16, 1970. The stated purpose of this company was to
provide technical know-how for the design, manufacture and assembly of "a wholly indigenous
motor car". In June 1971, a company called Maruti limited was incorporated under the Companies
Act. Maruti Limited went into liquidation in 1977. Maruti Udyog Ltd was incorporated through the
efforts of Dr V. Krishnamurthy
Affiliation with Suzuki
In 1982, a license & Joint Venture Agreement (JVA) was signed between Maruti Udyog Ltd,
and Suzuki of Japan. At first, Maruti Suzuki was mainly an importer of cars. In India's closed
market, Maruti received the right to import 40,000 fully built-up Suzukis in the first two years, and
even after that the early goal was to use only 33% indigenous parts. This upset the local
manufacturers considerably. There were also some concerns that the Indian market was too small
to absorb the comparatively large production planned by Maruti Suzuki, with the government even
considering adjusting the petrol tax and lowering the excise duty in order to boost sales. [16] Finally,
in 1983, the Maruti 800 was released. This 796 cc hatchback was based on the SS80 Suzuki
Alto and was India’s first affordable car. Initial product plan was 40% saloons, and 60% Maruti
Van Local production commenced in December 1983.[12] In 1984, the Maruti Van with the same
three-cylinder engine as the 800 was released and the installed capacity of the plant
in Gurgaon reached 40,000 units.
In 1985, the Suzuki SJ410-based Gypsy, a 970 cc 4WD off-road vehicle, was launched. In 1986,
the original 800 was replaced by an all-new model of the 796 cc hatchback Suzuki Alto and the
100,000th vehicle was produced by the company. In 1987, the company started exporting to the
West, when a lot of 500 cars were sent to Hungary. By 1988, the capacity of the Gurgaon plant was
increased to 100,000 units per annum.
Market liberalisation

18
In 1989, the Maruti 1000 was introduced and the 970 cc, three-box was India’s first
contemporary sedan. By 1991, 65 percent of the components, for all vehicles produced, were
indigenized. After liberalization of the Indian economy in 1991, Suzuki increased its stake in
Maruti to 50 percent, making the company a 50-50 JV with the Government of India the other
stakeholder.
In 1993, the Zen, a 993 cc, hatchback was launched and in 1994 the 1298 cc Esteem was
introduced. Maruti produced its 1 millionth vehicle since the commencement of production in
1994. Maruti's second plant was opened with annual capacity reaching 200,000 units. Maruti
launched a 24-hour emergency on-road vehicle service. In 1998, the new Maruti 800 was released,
the first change in design since 1986. Zen D, a 1527 cc diesel hatchback and Maruti's first diesel
vehicle and a redesigned Omni were introduced. In 1999, the 1.6 litre Maruti Baleno three-
box saloon and Wagon R were also launched.
In 2000, Maruti became the first car company in India to launch a Call Center for internal and
customer services. The new Alto model was released. In 2001, Maruti True Value, selling and
buying used cars was launched. In October of the same year the Maruti Versa was launched. In
2002, Esteem Diesel was introduced. Two new subsidiaries were also started: Maruti Insurance
Distributor Services and Maruti Insurance Brokers Limited. Suzuki Motor Corporation increased
its stake in Maruti to 54.2 percent.
In 2003, the new Suzuki Grand Vitoria XL-7 was introduced while the Zen and the Wagon R were
upgraded and redesigned. The four millionth Maruti vehicle was built and they entered into a
partnership with the State Bank of India. Maruti Udyog Ltd was Listed on BSE and NSE after a
public issue, which was oversubscribed tenfold. In 2004, the Alto became India's best selling car
overtaking the Maruti 800 after nearly two decades. The five-seater Versa 5-seater, a new variant,
was created while the Esteem was re-launched. Maruti Udyog closed the financial year 2003-04
with an annual sale of 472,122 units, the highest ever since the company began operations and the
fiftieth lakh (5 millionth) car rolled out in April 2005. The 1.3 L Suzuki Swift five-door hatchback
was introduced in 2005
In 2006 Suzuki and Maruti set up another joint venture, "Maruti Suzuki Automobiles India", to
build two new manufacturing plants, one for vehicles and one for engines.[17] Cleaner cars were
also introduced, with several new models meeting the new "Bharat Stage III" standards.[17] In
February 2012, Maruti Suzuki sold its ten millionth vehicle in India. [12] For the Month of July 2014,
it had a Market share of >45 %.[18]

Joint venture related issues

Relationship between the Government of India, under the United Front (India) coalition and Suzuki
Motor Corporation over the joint venture was a point of heated debate in the Indian media until
Suzuki Motor Corporation gained the controlling stake. This highly profitable joint venture that
had a near monopolistic trade in the Indian automobile market and the nature of the partnership
built up till then was the underlying reason for most issues. The success of the joint venture led
Suzuki to increase its equity from 26% to 40% in 1987, and to 50% in 1992, and further to 56.21%
as of 2013. In 1982, both the venture partners entered into an agreement to nominate their

19
candidate for the post of Managing Director and every Managing Director would have tenure of
five years

Manufacturing facilities [edit]

Maruti Suzuki has three manufacturing facilities in India. All manufacturing facilities have a
combined production capacity of 1,700,000 vehicles annually. The Gurgaon manufacturing facility
has three fully integrated manufacturing plants and is spread over 300 acres (1.2 km2). The
Gurgaon facilities also manufacture 240,000 K-Series engines annually. The Gurgaon Facilities
manufactures the Alto 800, WagonR, Ertiga, S-Cross, Vitara Brezza, Ignis and Eeco.
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 800,000 vehicles annually. The Manesar Plant
produces the Alto 800, Alto K10, Swift, Ciaz, Baleno, Baleno RS and Celerio. On 25 June 2012,
Haryana State Industries and Infrastructure Development Corporation demanded Maruti Suzuki to
pay an additional Rs 235 crore for enhanced land acquisition for its Haryana plant expansion. The
agency reminded Maruti that failure to pay the amount would lead to further proceedings and
vacating the enhanced land acquisition. The launch of the Dzire happened in the month of May
2017 and the variant is said to have good mileage
The Gujarat manufacturing plant became operational in February 2017. The plant current capacity
is about 250,000 units per year. But with new investments Maruti Suzuki has plan to take it to
450,000 units per year
In 2012, the company decided to merge Suzuki Powertrain India Limited (SPIL) with itself. Suzuki
Motor Corp. along with Maruti Suzuki started SPIL as a JV. It has the facilities available for
manufacturing diesel engines and transmissions. The demand for transmissions for all Maruti
Suzuki cars is met by the production from SPIL.

Industrial relations
Since its founding in 1983, Maruti Udyog Limited has experienced problems with its labour force.
The Indian labour it hired readily accepted Japanese work culture and the modern manufacturing
process. In 1997, there was a change in ownership, and Maruti became predominantly government
controlled. Shortly thereafter, conflict between the United Front Government and Suzuki started. In
2000, a major industrial relations issue began and employees of Maruti went on an indefinite strike,
demanding among other things, major revisions to their wages, incentives and pensions.
Employees used slowdown in October 2000, to press a revision to their incentive-linked pay. In
parallel, after elections and a new central government led by NDA alliance, India pursued a
disinvestment policy. Along with many other government owned companies, the new
administration proposed to sell part of its stake in Maruti Suzuki in a public offering. The worker's
union opposed this sell-off plan on the grounds that the company will lose a major business
advantage of being subsidized by the Government, and the union has better protection while the
company remains in control of the government.

20
The standoff between the union and the management continued through 2001. The management
refused union demands citing increased competition and lower margins. The central government
privatized Maruti in 2002 and Suzuki became the majority owner of Maruti Udyog Limited.
Manesar violence

On 18 July 2012, Maruti's Manesar plant was hit by violence. According to Maruti management.
The production workers at one of its auto factories attacked supervisors and started a fire that killed
a company General Manager of Human Resources Avineesh Dev and injured 100 other managers,
including two Japanese expatriates. The workers also allegedly injured nine policemen. However
Maruti Suzuki Workers Union (MSWU) President Sam Meher alleged that management ordered
300 hired security guards to attack the workforce during the violence The incident is the worst-ever
for Suzuki since the company began operations in India in 1983. Since April 2012, the Manesar
union had demanded a three-fold increase in basic salary, a monthly conveyance allowance
of 10,000, a laundry allowance of 3,000, a gift with every new car launch, and a house for every
worker who wants one or cheaper home loans for those who want to build their own houses.
According to the Maruti Suzuki Workers Union a supervisor had abused and made discriminatory
comments to a low-caste worker, Jiya Lal, the company and the police denied these claims. Maruti
said the unrest began, not over wage discussions, but after the workers' union demanded the
reinstatement of Jiya Lal who had been suspended for allegedly beating a supervisor. The workers
claim harsh working conditions and extensive hiring of low-paid contract workers, which are paid
about $126 a month, about half the minimum wage of permanent employees. On 27 June, 2013, an
international delegation from the International Commission for Labor Rights (ICLR) released
a report alleging serious violations of the industrial right of workers by the Maruti Suzuki
management. [41] Company executives denied harsh conditions and claim they hired entry-level
workers on contracts and made them permanent as they gained experience. Maruti employees
currently earn allowances in addition to their base wage.[
The police, in its First Information Report (FIR), claimed on 21 July that Manesar violence is the
result of a planned violence by a section of workers and union leaders and arrested 91
people.Maruti Suzuki in its statement on the unrest, announced that all work at the Manesar plant
has been suspended indefinitely. The shut down of Manesar plant is leading to a loss of about Rs
75 core per day On 21 July 2012, citing safety concerns, the company announced
a lockout under The Industrial Disputes Act, 1947 pending results of an inquiry the company has
requested of the Haryana government into the causes of the disorder. Under the provisions of The
Industrial Disputes Act for wages, the report claimed, employees are expected to be paid for the
duration of the lockout. On 26 July 2012, Maruti announced employees would not be paid for the
period of lockout in accordance with Indian labor laws. The company further announced that it
would stop using contract workers by March 2013. The report claimed the salary difference
between contract workers and permanent workers has been much smaller than initial media reports
– the contract worker at Maruti received about 11,500 per month, while a permanent worker
received about12, 500 a month at start, which increased in three years to 21,000-22,000 per month.
In a separate report, a contractor who was providing contract employees to Maruti claimed the
company gave its contract employees the best wage, allowances and benefits package in the region

21
Shinzo Nakanishi, managing director and chief executive of Maruti Suzuki India, said this kind of
violence has never happened in Suzuki Motor Corp's entire global operations spread across
Hungary, Indonesia, Spain, Pakistan, Thailand, Malaysia, China and the Philippines. Mr. Nakanishi
apologized to affected workers on behalf of the company, and in press interview requested the
central and Haryana state governments to help stop further violence by legislating decisive rules to
restore corporate confidence amid emergence of this new 'militant workforce' in Indian factories.
He announced, "We are going to de-recognize Maruti Suzuki Workers’ Union and dismiss all
workers named in connection with the incident. We will not compromise at all in such instances of
barbaric, unprovoked violence." He also announced Maruti plans to continue manufacturing in
Mansard, that Gujarat was an expansion opportunity and not an alternative to Mansard.
The company dismissed 500 workers accused of causing the violence and re-opened the plant on
21 August, saying it would produce 150 vehicles on the first day, less than 10% of its capacity.
Analysts said that the shutdown was costing the company 1 billion rupees ($18 million) a day and
costing the company market share, In July 2013, the workers went on hunger strike to protest the
continuing jailing of their colleagues and launched an online campaign to support their demands
A total of 148 workers were charged with the murder of Human Resources Manager Avenues Dev.
The court dismissed charges against 117 of the workers. On 17 March 2017, 31 workers were
found guilty of variety of offences. 18 were convicted on charges of rioting, trespassing, causing
hurt and other related offences under Indian Penal Code sections. The remaining 13 workers were
sentenced to life in imprisonment after being found guilty of the murder of General Manager of
Human Resources Avenues Dev. Twelve of the thirteen sentenced were office-bearers of the Maruti
Suzuki Workers Union at the time of the alleged offences. The prosecution had sought the death
penalty for the thirteen.
Both prosecution and defense have announced they will appeal the sentences. Defense counsel
Vrinda Grover stated, “We will file appeals against all convictions in the HC. The evidence, as it
stands, cannot withstand legal scrutiny. There is no evidence to link these workers to the murder.
The 13 who have been convicted, it’s important to remember that they were the leaders of the
union. Therefore, it is clear that this is targeted framing of these persons. We hope for justice in the
superior court.”
The Maruti Suzuki Workers Union is continuing to organise industrial action and protests calling
for the workers to be released and criticizing the judgment and sentences an unjust An international
appeal for the release of the workers has been made by the International Committee for the Fourth
International (ICFI) and other organizations such as the Peoples Alliance for Democracy and
Secularism.

22
RESEARCH METHODOLOGY

23
 RESEARCH METHODOLOGY:

It is a way to systematically solve the research problem. It may be understand as a science of study how
research is done scientifically. This include the overall sampling design, the data collecting method,
statistical techniques etc. The research methodology gives an outline of the study and approaches adopted
for field study, the measuring concept and the procedures are employed for the analysis of the data
collected.

This uses market survey approach to collect the information from the customers this market survey
approach is empherical in nature. Market survey can be described as an activity, the results of which are

24
useful in increasing the ability of the market in decision making. As a market survey helps the management
in decision making it has gained importance in the marketing field.

TYPES OF RESEARCH:

It is a descriptive type of research. Descriptive survey and fact finding inquires of different kind. The major
purpose of descriptive research is descriptive the state of affairs, as it exists at present. The main control
over the variable; he can only report what has to discover the even when there he/she cannot be variable.
The methods researcher utilized in descriptive research are survey method of all kind.

DATA ANALYSIS:

QUALITATIVE ANALYSIS:

The data is collected through questionnaire with regard to perception of clients towards responses were
analyzed quantitatively by tabulating the responses for each factor with the help of finding the mean and its
percentage.

QUANTITATIVE ANALYSIS:

The data collected is checked for its relevance whenever and where necessary in order to maintain
the perfection with the results being presented. The data collected through questionnaire regarding
the purpose of approval and positive and negative aspects of existing system were analyzed
quantitatively and qualitatively and interferences were summarized.

METHOD OF DATA COLLECTION:

There are two types of data collection available:

i. Primary data collection method.

ii. Secondary data collection method.

PRIMARY DATA :

25
Primary data are those that are obtained by the user for fulfillment of their purposes. I have taken
primary data through personal visited Customers of Maruthi Suzuki Cars’’ at all levels
and observation method to get more reliable information. I also collected primary data by filling
questionnaire by the Customers of Maruthi Suzuki Cars’’. This data helped me to justify
the statement that have made in this project.

Interpretation can also done correctly, by the questionnaire method. This is because the method is
must helpful in factors such as obtaining choices helping respondents to understand the
significance of the product so that they answer to their best ability.

SECONDARY DATA:

The secondary data is that which is already collected and stored or we can say already saved or read data by
others. I got secondary data from Websites, Newspapers, Magazines & Internet etc. It helped for collecting
basic information.

SAMPLING:

a) SAMPLE POPULATION:
There are n number of Customers Maruthi Suzuki Cars’’
SAMPLE SIZE:
Out of total clients the sample taken amongst 50 respondents.

b) SAMPLE METHOD:
The research was made by survey in accordance to convenience to the Customers of
Maruthi Suzuki Cars’’so, the sample size is convenient sampling. A structured closed
–end Questionnaire is used.

DATA ANALYSIS & TECHNIQUE:

1. The data is analyzed through simple analysis technique. the data tool is Percentage Method.
2. Percentage method is used in making comparison between two or more sense of data.
3. This method is used to describe data.
4. Percentage of respondents = Number of respondents/ Total number of respondents x 100

26
OBJECTIVE OF THE STUDY:

1. To Identify The Customer Need.

2. To Know The Brand Image of Maruti Suzuki.
3. To study about the services provided by Maruti Suzuki showroom.
4. To know whether they are successful in attracting the customer by the service providing by
them.
5. To Know The Consumer Attitude On Demand Towards The Brand Maruti Suzuki.
6. To Find out the customers Opinion about Maruti Suzuki cars.
7. To Know whether the Customer are satisfied with the service provided.

LIMITATIONS OF THE STUDY:

 The analysis of the present study has been carried out based on the information has
collected from the Maruthi Suzuki car users.
 The findings of the study are based on the assumption the respondents divulged correct
information
 The study is relevant only to present situation and not future.
 The study is an opinion survey : caution may have to be exercised while extending the
results to other areas
 Due to time constrain only 100 members of respondents were considered
 The result fully depends on the information given by the respondents which may be based.
 The study may not be applicable over a period of time.

27
 DATA ANALYSIS
&
INTERPRETATION

28
 TABLE -1
Showing the number of respondents of Males &
Females.

Sl. No. Reason No of Respondents Percentage

29
 1 Male 65 65%

2 Female 35 35%

TOTAL 100 100%

INTERPRETATION:

Form the above table 65% of respondents are Males and 35% of respondents are
Females.

GRAPH-1

30
 Percentage

32.50%

50.00%

17.50%

TABLE-2
Showing the Number of respondents who own a
car?

31
 No of
Sl. No. Reason Respondents Percentage

1 YES 70 70%

2 NO 30 30%

Total 100%

INTERPRETATION:

From the above it shows that maximum Number of respondents having

own car i.e.,70% and 30% of respondents are not having own car.

Graph-2

32
 Percentage

35.00%

50.00%

15.00%

TABLE-3
Showing the respondents giving the most competitions to Maruti Suzuki
cars in india?

33
 No of
Sl. No. Reason Respondents Percentage

1 TATA 15 15%

2 FIAT 12 12%

3 HYUNDAI 28 28%
4 FORD 25 25%
5 TOYOTA 20 20%
Total 100%

INTERPRETATION:

From the above table maximum number of respondents having HUNDAI i.e.,28%
and for FORD 25% ,TOYOTA 20% & TATA 15% and least respondents are FIAT
i.e., 12%.

GRAPH-3

34
 Percentage
120.00%

100.00%

80.00%

Percentage
60.00%

40.00%

20.00%

0.00%

TABLE-4
Showing the respondents opinion towards the price of Maruthi Suzuki
Cars?

35
 Sl. No. Reason No of Respondents Percentage

HIGH
1 PRICE 15 15%

2 MODERATE 45 45%

3 AVERAGE 25 25%

4 LOW PRICE 15 15%

TOTAL 100%

INTERPRETATION:

From the above table it shows the maximum number of respondents

nearly 45% are opt for Moderate price and 25% of respondents are opt for
Average price and 15% of respondents tells that High/ Low prices.

GRAPH-4

36
50

45

40

35

30

25
Percentage
No of Respondents
20

15

10

TABLE-5

37
Showing the respondents opinion towards best thing in Maruthi Suzuki
cars?

Sl. No. Reason No of Respondents Percentage

QUALITY
1 STYLE 40 40%

2 DESIGN 35 35%

SERVICE
3 PRICE 25 25%

TOTAL 100%

INTERPRETATION:

From the above table it shows that maximum number of respondents are choosing in
QUALITY STYLE i.e., 40% and 35 % of respondents choosing DESIGN & 25% of
respondents shows SERVICE PRICE is the best thing in Maruthi Suzuki.

GRAPH-5

38
 Percentage

20.00%

50.00%
17.50%

12.50%

TABLE-6
Showing the respondents opinion towards design and style of
Maruthi Suzuki Cars?

39
 Sl. No. Reason No of Respondents Percentage

1 VERYGOOD 40 40%

2 GOOD 45 45%

3 AVERAGE 10 10%

4 BAD 5 5%

TOTAL 100%

INTERPRETATION:

From the above table it shows that maximum number of respondents are respond for
45 % i.e.,GOOD , and 40% of respondents are respond for VERYGOOD, 10% of
respondents respond for AVERAGE & 5% respond for Bad.

GRAPH-6

40
 Percentage

20.00%

50.00%
22.50%

2.50% 5.00%

TABLE-7

41
 No of
Sl. No. Reason Respondents Percentage

1 VERYGOOD 50 50%

2 GOOD 45 45%

3 AVERAGE 5 5%

4 BAD 0 0%

TOTAL 100 100%

INTERPRETATION:

From the above table it shows that 50% of respondents are respond for VERY
GOOD and 45% responds for Good and 5% responds for AVERAGE .

GRAPH-7

42
 Percentage

25.00%

50.00%

22.50%

2.50%

TABLE-8

43
Showing the opinion towards the space availability of Maruthi Suzuki
Cars ?

Sl. No. Reason No of Respondents Percentage

1 EXTREMELY 35 35%

2 SPACIOUS 40 40%

3 AVERAGE 15 15%

4 LESS SPACED 10 10%

TOTAL 100%

INTERPRETATION:

Maximum number of respondents are opt for SPACIOUS i.e.,40%, and 35% of
respondents are respond to EXTREMELY i.e.,35%, 15% respond to AVERAGE &
10% responds to LESS SPACED availability.

GRAPH-8

44
 Percentage

17.50%

50.00%
20.00%

7.50%
5.00%

TABLE-9

45
Showing the respondents opinions when hear the brand name of Maruthi
Suzuki?

No of
Sl. No. Reason Respondents Percentage

1 QUOTES 0 0

2 BRAND 55 55%

3 SERVICE 45 45%

TOTAL 100% 100%

INTERPRETATION:

From the above table it shows that maximum number of respondents respond for
BRAND i.e., 55% and rest 45 % of respondents respond for SERVICE.

GRAPH-9

46
 No of Respondents

45

55

47
 TABLE-10

Showing the respondents opinion towards the service provided by

Maruthi Suzuki?

No of
Sl. No. Reason Respondents Percentage

1 GOOD 30 30%

2 VERYGOOD 45 45%

3 SATISFACTORY 25 25%

4 POOR 0 0%

TOTAL 100%

INTERPRETATION:

From the above table it shows that nearly 45% of respondents respond for VERY
GOOD, and 30% respond for GOOD abd 25% were respond for AVERAGE.

48
 GRAPH-10

Percentage

100%
90%
80%
70%
60% Percentage
100%
50%
40%
30%
45%
20% 30%
25%
10%
0%
0%

49
 FINDINGS

1. 65% of respondents are males and 35% of respondents are females.

2. It shows that maximum number of respondents having own car i.e.,70% and 30% of
respondents are not having own car.

3. maximum number of respondents having Hundai i.e.,28% and for ford 25% ,Toyota 20%
& Tata 15% and least respondents are Fiat i.e., 12%.

4. It shows the maximum number of respondents nearly 45% are opt for moderate price and
25% of respondents are opt for average price and 15% of respondents tells that high/ low
prices.

5. it shows that maximum number of respondents are choosing in quality style i.e., 40% and
35 % of respondents choosing design & 25% of respondents shows service price is the best
thing in maruthi suzuki

6. It shows that maximum number of respondents are respond for 45 % i.e.good , and 40% of
respondents are respond for very good, 10% of respondents respond for average & 5%
respond for bad

7. It shows that 50% of respondents are respond for very good and 45% responds for good and
5% responds for average .

8. Maximum number of respondents are opt for spacious i.e.,40%, and 35% of respondents are
respond to extremely i.e.,35%, 15% respond to average & 10% responds to less spaced
availability.

50
 9. It shows that maximum number of respondents respond for brand i.e., 55% and rest 45 % of
respondents respond for service.

10. It shows that nearly 45% of respondents respond for very good, and 30% respond for good
and 25% were respond for average

SUGGESTIONS
Maruti Suzuki conduction survey, collection and always of gathers data and interaction with users,
it is suggested

 The Maruti Suzuki should make their plans, more economical for all classes.

 That Maruti Suzuki should focus on the age group of 50 and above.

 The Maruti Suzuki should chalk out new plans to attract more female users.

 The Maruthi Suzuki should make new and lucrative strategies and schemes separately for
students and pensioners to make them brand loyal .

 The Maruti Suzuki should keep on bringing out new time attractive offers and schemes to
increase brand value.

 The maruti Suzuki should bring advertisement in print media and audio to attract more
consumers towards brand

 The Maruti Suzuki should Focus more on music, Theme of advertising then the brand
ambassador.

 That no doubt Maruti Suzuki as more visual identity, but I should work to create strong
brand identity

 That no doubt Maruti Suzuki as a colorful advertisement where it should focus more on the
words ‘‘ EXPRESS YOURSELF’’ which is a part of the brand identity.

 That no doubt Maruti Suzuki is a Popular Brand it should creates brand identity extends to
rural and remote areas to.

51
 CONCLUSION

It is concluded but the overall field of Maruti Suzuki is appreciable in the prevailing cut throat
competition among the powerful Telecom industry is appeared does Maruti Suzuki has play but to
win on indeed it has one if Maruti Suzuki continuous its brand identify awareness image and
service as it is doing now it would not be exaggerating Maruti Suzuki may force other brand
awareness from the market it appears that the brand Maruti Suzuki has no doubt made this mobile
handset available in the hands of people of all walks but with an eye on monetary gain.

It is privilege to flash or won a brand Maruti Suzuki it has become an identity of pride and fashion
the growth of Maruti Suzuki was graphically ascending but steadily spreading its Wings all over
the market with uniformity the Maruti Suzuki brand enable customer to identify so well that is
tempted to levy it again. Thereby setting him to be among the upper and privilege class.

Brand Awareness of the Maruti Suzuki it has such providing ideas feelings to a common man to
enjoy the service Maruti Suzuki is boom bridging the long distance eliminating the separation.

Maruti Suzuki of Bharti Enterprises is enjoying a virtual Monopoly as it has made a very good
place for itself in the competitive market.

52
 BIBLIOGRAPHY

Books:

1. Brand Management

2. Marketing Management

3. Service Marketing

Websites:

1. www.marutisuzuki.com

2. www.google.com

3.www.maruthi Suzuki Wikipedia.com

4.www.maruthisuzuki.info.com

5.www.knowledgement.com

6.www.customersatisfication of automobile industries.com

53
 Questionnaire

Dear Sir / Madam.

I am Mohammed Rishan student of IZEE Business School undertaking a study on “A Project Report on
Customer Satisfaction On “ Maruti Suzuki Cars ”

We assure you that all information provided will be kept confidential and only undertaken academic
purpose.

Gender : ( )M ( )F

Age : ( ) 20-30 ( ) 30-40 ( ) 40-50 ( ) >50

City :

Occupation : [ ] Working [ ] Business [ ] Student

Monthly income : [ ] 15000 -30000

[ ] 30000 – 50000

[ ] 50000 and above

[ ] above 50000

54
1. What type of car do you prefer?

( ) Small car

( ) Hatchback

( ) Sedans

( ) SUV

2. Do you own a car?

( ) Yes

( ) No

3. Which brand according to you is giving the most competition to

Maruti Suzuki cars in India?

( ) Tata

( ) Fiat

( ) Hyundai

( ) Ford

( ) Toyota

4. What about the Price of Maruti cars?

( ) Highly priced

( ) Moderate

( ) Average price

( ) Low price

5. Do you think that the cars of Maruti are capable to attract today’s Generations?

( ) Yes

( ) No

55
( ) Cannot say

6. What is the best thing in Maruti cars?

( ) Quality Style

( ) Design

( ) Service Price

7. Do you like the Maruti Suzuki cars?

( ) Very much ( ) Average ( ) Not so much

8. What do you think about the design & style of Maruti Suzuki cars?

( ) Very good ( ) Good ( ) Average ( ) Bad

9. What do you think about the interior of Maruti Suzuki cars ?

( ) Very good

( ) Good

( ) Average

( ) Bad

10. New technologies such as Bluetooth, DIS, Reverse parking sensor are given in the Maruti cars is it good
& going to make you feel comfortable while driving?

( ) Excellent

( ) Very good

( ) Good

( ) Average

11. The extraordinary placement of the indicator switch, power window Switches, is going to make the

56
driver feel?

( ) More comfortable

( ) Comfortable

( ) Uncomfortable

12. What do you think about the space available in Maruti cars?

( ) Extremely

( ) Spacious

( ) Average

( ) Less space

13. Maruti cars has got the largest boot space n its segment, what do you think about it?

( ) Very good

( ) Good

( ) Average

14. Finally if you want to have a car of mid- level sedan, will you go for Maruti cars?

( ) Yes

( ) No

( ) Can’t Say

15. Does the Maruti Suzuki Retail Outlet Is Creating The Brand Image?
( ) Yes
( ) No

16. Opinion when you hear the brand name Maruti Suzuki ?

57
( ) Quotes
( ) Brand
( ) Service

17. Service Provided By Maruti Suzuki Is

( ) Good
( ) Very Good
( ) Satisfactory
( ) Poor

18. Reference for Purchase ?

( ) Dealers
( ) Family
( ) Friends
( ) Self
( ) Others

**** Thank you ****

58
59