SUMMER TRAINING REPORT

ON

“CONSUMER SATISFACTION WITH MARUTI

SUZUKI”

MERI Collage of Engineering and

Technology

Submitted in Partial fulfillment of the Requirements for the

Degree
of
BACHELOR OF BUSINESS ADMINISTRATION
(SESSION: 2016-2019)

[1]
SUBMITTED TO: SUBMITTED
By :-
DR.MANJU SINGH Vijay
Khatana
(Faculty) Roll No:-
1613130030
BBA :- 5th
Sem

DECLARATION

I undersigned hereby declare that the research report entitled “Consumer Satisfaction with

Maruti Suzuki” submitted by me to the C.C.S. University, Meerut for the partial fulfillment of

the requirement for the award of degree for Bachelor of Business Administration under the

guidance of Mr. Deepak Aggarwal (Faculty) is my original work and the conclusion drawn

herein are based on the material collection by myself.

Date:4th June to 4th August

Place:

Vijay Khatana

BBA:- 5th sem

[2]
 ACKNOWLEDGEMENT

I take this opportunity to extend my sincere thanks to everybody associated directly or indirectly

in completion of this project. My special thanks to Dr.Manju Singh (Branch Head), I am

highly thankful to my esteemed Supervisor Mr. Deepak Aggarwal (Faculty) for his valuable

and Innovative guidance in preparing and computing this project well in time.

I would also like to convey my thanks to all the faculty members of the department for their kind

help and guidance in preparing my project.

(Vijay Khatana)

BBA –5th
Sem

[3]
[4]
 PREFACE

The summer Training is an integral part of curriculum. During the training, a student gets an
opportunity to understand the practical aspect of theory. Training makes the concept clear.
This project report is the outcome of the summer training that I have undergone at Rohan
Motors. Ltd. (Noida) for the partial fulfillment of BBA programme.
The topic allotted by the company to me is
“ CONSUMER SATISFACTION WITH MARUTI SUZUKI”
I have tried my level best to make a good report. However, no one can claim for perfection
entirely. So I apologize for the discrepancy, if any crept in. Preparation of project requires
perseverance, initiatives, proper guidance and direction. So it is mandatory to take the aid of
various departments.
Actually a project is a summarized form of the following seven activities.

 Planning
 Resource Collection
 Organizing
 Joint Efforts
 Efficiency
 Communication
 Transparency

[5]
 TABLE OF CONTENTS

S. No. TOPIC Page No.

1. Executive Summary 7
2. Introduction 8
3. Company Profile 9-25

4. Objective of the Study 26

5. Scope of the Study 27

6. Importance of the Study 28

7. Research Methodology 29-30
8. Analysis of Data 31-46
9. Finding 47
10. Conclusion 48
11. Questionnaire 49-51
12. Bibliography 52

EXECUTIVE SUMMARY

This project report is an effort to study the current Consumer Satisfaction which are being

followed by ’ Maruti Suzuki’, along with the criteria with which the company participates in

different tenders to bag the orders. An effort has been made to study the tendering procedure of

the company in detail. The work of the marketing department has been critically evaluated and

[6]
based on that evaluation, the requisite conclusions and recommendations have been made. The

importance of Customer Satisfaction as an indicator of continuing business health should not be

surprising in view of its crucial role within the business. This requires that business must be run

both efficiently and profitably.

It has been said that, in business, “cash is king.” It is the power behind the throne in any

commercial enterprise. If this is so, then Customer Satisfaction are the tools with which we can

either enhance or degrade this power of our business. It all depends upon the formulation of

policies and Strategies, about how well they are prepared and versed with the nature of the

business and at the same time they must be in line with the current Market Scenario, always

taking the competitors into consideration

In this modern competitive world when business is touching new heights each & every company

is trying to make maximum utilization of available resources with the aim of maximizing sales

turnover, profits and above all the customer’s satisfaction.

INTRODUCTION OF THE STUDY

This product was carried on large scale. I covered all the product of the company. I covered

some places in NCR. The focus was to get the feedback of the customers regarding their

satisfaction level. After receiving customer’s data base I contacted different customers and

fixed appointment and took their feedback. As the last step nation wise data was formed and

analysed and interpreted.

The growth of business is possible only when the management of the business is fully

developed. The management process is a developed process. In the words of George R.

[7]
Toory the programmes by management development included the recruitment and training

of potential executive as well as the appraisal and review of present executives.

It is also includes special encouragement by self development of executives giving financial

help to the enhance their formal education and acquainting them with basic philosophic

objective and practices of the enterprise.

Country Passenger Cars in Use Two-Wheelers in Use

per Thousand Persons per Thousand Persons
Developed Countries
U.S.A 478 14
United Kingdom 373 12

[8]
 Japan 395
115
Germany 508 36
Emerging Economies
China 3 8
Indonesia 14 62
Philippines 10 14
South Korea 167 59
India 5 27

PORTER FIVE FORCES MODEL IN THE INDIAN AUTOMOBILE

Rivalry within the
INDUSTRY
Industry: High
 There is keen
competition in select
segments (such as the
Threat from New Players: Increasing
Compact and Mid-size Market Strength of
 Most of the major global players are present in the
segments in passenger Suppliers: Low
Indian Market; a few more are expected to enter.
cars, and the motorcycle
 Financial
segmentstrengthin assumes
two- importance as high
investments are required for building capacity.  A large number of
wheelers). automotive component
 Access
 New to distribution
multinationalnetwork is important.
Although suppliers are present in
players may enterfortheall segments, having a
important
the Indian automotive
distribution
market. network in rural areas is vital for two-
wheeler makers. industry.
 Lower tariffs in the post-World Trade Organization  Automotive players
era may expose Indian companies to threat of are rationalizing their
imports (however, the threat may be mitigated by vendor base to achieve
non-tariff barriers that may still exist). consistency in quality.

[9]
 .History of Indian Automobile Industry
Market Strength of Consumers:
Increasing
 Increases
Initially, in the post-liberalization period, the awareness
automotive sector, especiallyamong
the passenger car
consumers has raised expectations.
segment, saw a boom, derived primarily from Thus,economic vibrancy,tochanges
the ability in Government
innovate
(technology
policies, increase in purchasing power, improvement being and
in life styles, the availability
enabler) is of car finance.
critical.
The passenger car industry was finally deregulated
 Productin 1993. However, the
Differentiation viaautomobile
new industry,
features,
which contributed substantially to the industrial growthimproved
in FY1996 performance and
failed to maintain the same
after sales support is critical.
momentum between FY1997 and FY1999. Increases The overall slowdown intensity
competitive in the economy
has and the
resultant slowdown in industrial production, limited the pricing
political uncertainty power ofinfrastructure
and inadequate
manufacturers.
development were some of the factors responsible for the slowdown experienced. In FY2000, the
sector experienced a turnaround and witnessed the launch of many new models.
Threat from Substitutes:
Low-Medium
 With consumer preferences
changing, inter-product
substitution is taking place
(scooters are being replaced by
motorcycles, and Mini cars by
Compact Mid-size cars.
[10]
PASSENGER CAR INDUSTRY IN INDIA: HIGHLIGHTS

 Passenger car sales are expected to increase at a compound annual growth rate (CAGR) of
8% over the period FY2004-2007. The six broad segments in the car market today are- Mini,
Compact, Midrange, Executive, Premium and Luxury. In the medium term, growth in the
Indian passenger car industry is expected to be led largely by the Compact and Mid-range
Segments.
 The critical success factor has changed from price to price value.

[11]
 In terms of engine capacity, the Indian passenger car market is moving towards cars of
highest capacity.
 With the launch of new models from FY2000 onwards, the market for MUVs has been
redefined in India, especially at the upper end. Currently, the higher-end MUVs, commonly
known as Sports Utility Vehicles (SUVs), occupy a niche in the urban market. With the
success of SUVs, the line of distinction between passenger cars and MUVs in the Indian
market is getting increasingly blurred.
 Domestic car manufacturers are now venturing into areas such as car financing, leasing, and
fleet management, and used-car reconditioning /sales, to complement their mainstay-business
of selling new cars.

[12]
 TRENDS IN THE INDIAN PASSENGER CAR INDUSTRY

Distribution Systems: Product technology: Entry of Foreign

Changing relationship of MPFI; CRDi; diesel Manufacturers
manufacturers with system
dealers and suppliers
Manufacturing
Technologies:
Auto finance: Flexible
Better/ cheaper schemes Indian Manufacturing
Passenger Car Systems

Industry Components:
Regulatory Tierisation;
framework: Tyres: Radials,
Deregulation; Retreading
De licensing;
Removal of QRs; Structure of
Introduction of strict demand: Materials: Low
Emission norms Change in industry weight; Synthetic
segmentation Composites

[13]
 Maruti Suzuki India Ltd

Type Public (BSE MARUTI, NSE MARUTI)

Founded 1981

Headquarters Gurgaon , Haryana, India

Key people Mr. Shinzo Nakanishi, Managing Director and CEO

Industry Automobile

Products Kei Cars,City Cars ,Compact Cars ,Microvans

Revenue ▲US$4.8 billion (2010)

Employees 7,523

Parent Suzuki

Website MarutiSuzuki.com

[14]
 BOARD OF DIRECTORS

Mr.R.C.Bhargava Mr. Shinzo Nakanishi Mr. Manvinder Singh Banga

Chairman Managing Director

Director and

CEO

Mr. Amal Ganguli Mr. D. S. Brar Mr. Keiichi Asai

Director Director Director

Mr. Osamu Suzuki Mr. Shuji Oishi Ms. Pallavi Shrof

[15]
Director Director Director

[16]
Maruti Brands:

Maruti 800

Maruti Suzuki SX4

Maruti Swift Dzire

Maruti Suzuki A-STAR

Maruti Suzuki Ritz

Maruti Suzuki Estilo

Maruti Suzuki New Swift

Maruti Suzuki Wagon LXI

Maruti Suzuki Alto K10

Maruti suzuki sx4s_cross

Maruti Suzuki Alto 800 Diesel

[17]
[18]
There are many dimensions to Maruti Suzuki's dominance in the Indian passenger car market,

which go beyond revenue statistics. The sales reports and the market share are mere evidences

to state the fact that no other auto maker has captured the imagination of an Indian car buyer

like Maruti Suzuki. As an automobile manufacturer, the auto maker holds numerous advantages

over its rivals, which has helped it in reaching the top. To begin with, the company has been in

the Indian auto market for more than two decades, resulting in the attainment of unparalleled

experience and know-how of scenarios. Secondly, Maruti Suzuki has constantly evolved itself as

a brand, keeping up with the technological advancements and changing market conditions.

However, the most important thing that has helped Maruti Suzuki in succeeding is the kind of

trust it has gained among consumers, who consider it to be the country's most reliable

automotive brand.Maruti Suzuki is best known for producing fuel efficient and affordable cars,

most of which are hatchbacks. Almost all hatchbacks introduced by the car maker have

managed to achieve an iconic status in the Indian market. The M800, now a discontinued car, is

almost synonymous with the company's name and enjoyed a prolonged period of dominance in

the country. Apart from M800, cars like Zen, Alto 800, WagonR and Swift have also got

overwhelming responses from buyers over the years. Maruti Suzuki Alto 800, along with the

Swift, has been the firm's top product in recent years. The company, essentially, introduced the

Alto 800 as a replacement for the M800 in the long run, something it has been able to do to a

great extent. Now, the country's largest passenger car maker is planning to launch a diesel

version of the Alto 8Maruti

[19]
Maruti Suzuki Swift Sport

One of Asia's leading car makers, Suzuki Motor Corporation, has been conventional in approach

by rolling out fuel efficient cars in various segments. In the quest to rebuild its brand, Suzuki

Motors Corporation of Japan has recently unveiled fourth generation Swift at the 64th

International Motor Show (IAA), held in Frankfurt. The new generation Suzuki Swift Sport has

been acknowledged for its smooth driving experience, along with impressive turning and

stopping.Suzuki Swift, which had received warm reception in almost 40 countries, is one the

verge of becoming an icon in the automobile industry. The recently showcased Suzuki Swift

[20]
Sport has been designed on the same platform as its predecessor. The re-engineered Swift Sport

has better handling, driving performance and environmental compatibility in comparison to its

predecessor.

Suzuki Swift Sport is a refined sport hatchback, which is defined as evolution of the Swift family

by the top Suzuki officials. This edition of Swift exhibits aggressive appeal with elegant exteriors,

top-notch stability arrangements and sporty cabin with premium finish. In the foreign markets,

it will compete with cars like Volkswagen Polo GTI and Ford Fiesta ST.

[21]
Maruti Suzuki Alto 2016

India’s best selling hatchback Alto is one of the strongest reasons for the success of Maruti

Suzuki in India. It ticks all the right boxes for someone looking to upgrade to a basic car from a

two wheeler. It is small, comes with basic features and also offers impressive fuel efficiency;

easily fulfils the primary needs for a family looking to buy a car. The dominant car maker now

[22]
wants to strike a deeper chord with its prospective clientele and thus, will launch a new

generation model in 2017, which will be based on a new platform. Maruti Suzuki will develop

the new Alto on the Kei platform and also make it as equipped as its international counterparts.

Though the officials remain tight lipped about the development, it is obvious that the new

generation Alto will make its debut not in the near future but in 2017 where in it is supposed to

get an upgrade as it nears the end of the life cycle on the existing verion

.COMPANY’ S PORTFOLIO:

Maruti Udyog Limited (MUL),INDIA’s finest and Asia’s largest automobile industry was

established in 1981 by an act of parliament.MUL, the first automobile company in the world to

be honored with an ISO 9000:2000 certificate, is a subsidiary of Suzuki Motor Corp (holds a 54%

equity stake). The Government of India remains a significant equity stakeholder (10%).With its

early mover advantage in Indian market; Maruti retains a dominant Market share despite

increasing competition.

BUSINESS PORTFOLIO:

The Group's principal activity is to manufacture, purchase and sale of Motor Vehicles and Spare

parts. The other activities of the Group comprises of facilitation of Pre-Owned Car Sales, Fleet

Management and Car Financing. The Group also provides services like framing of customized car

[23]
policies, economical leasing of cars, maintenance management, registration and insurance

management, emergency assistance and accident management. The product range includes ten

basic models with more than 50 variants. The Group has operations in over 100 cities with more

than 150 outlets and also exports cars to other countries.

VISION:

Visions of any company are those values on which company works. As the MUL is started by

Governmental initiatives it tends to be more consumer oriented and hence cost effective, but

on the other hand Suzuki’s participation ensures not only need of the profit, but of the need of

maximum profit. The only way for this Nora’s dilemma of selecting principals for company ’s

working vision ,was to maximize profit and reducing cost by maximizing output and sales Hence

MUL declared its Vision as-

“The Leader in the Indian Automobile Industry, Creating Customer Delight1 and Shareholder's

Wealth2; eventually become a pride of India” Customer Delight1 is making sure that

performance, after sales service and customer support are best and beyond expectation.

Shareholder’s wealth2 is the prime concern for running business smoothly.MUL knows this and

understands “customer is king”, he can change the fortune of any company, hence goes

company’s brand line: COUNT ON US Change.

[24]
Mission:

Mission is the statement of an organization’s purpose, what it want to accomplish in the larger

environment and its goals which are specific, realistic and motivating. Missions are described

over visions and visions demand certain objectives. The main objectives/Missions of MUL are:

- Modernization of the Indian Automobile Industry.

- Developing cars faster and selling them for less.

- Production of fuel-efficient vehicles to conserve scarce resources.

- Production of large number of motor vehicles which was necessary for economic growth.

- Market Penetration, Market Development Similarly Product Development and Diversification.

- Partner relationship management, Value chain, Value delivery network.

MARUTI ’ S STRATEGIC GOAL Capacity Expansion

New Products

SX4 launched in 2007 Production capacity of

Grand Vitara launched in Swift increased
2007 Started production at its
New variant of third plant in
Swift 2003

Maintain
Leadership
Position in India

Grow InternationalDistribution
International
Business
Business Network
Growth in Exports
Increase Customer Touch
Points
[25]
Increase in the Number
Of Maruti Service Station
  Maintained its materials cost despite change in product mix

 shipments of Alto.

 Has 55% of the market.

 Introduced both petrol and diesel variants of Swift.

 Maruti has cut the prices of models including Maruti 800, Omni, Zen, Wagon R, Swift

Diesel and Alto. The amount of this price cut varies from Rs. 6,500 for Maruti 800 to Rs.

18,030 for Swift Diesel (in New Delhi).

 Maruti Suzuki to invest 200 billion Yen on expansion in India.

 Sri Lanka currently is the largest export market for Maruti where it sells 8,000-9,000 cars

a year.

 Maruti Udyog to enter South African market.

 Invest more on marketing and research and development.

 They are working on identifying their dealership in the region in collaboration with the

parent company Suzuki.

OUR CORE VALUES

 Customer obsession

 Fast, Flexible and first Mover

[26]
  Innovation and creativity

 Networking and Partnership

 Openness and Learning

OBJECTIVES OF RESEARCH:

(I) To introspect into the satisfaction level of customers with respect to Maruti Suzuki.

(II) To find out the satisfaction level of customers about services provided by Maruti

Suzuki.

(III) To find out why customers preferred Maruti Suzuki Product in that Category of other

cars.

The topic has been already given by the company to collect information about Current happening

in the market. It also helps to makes improvements in service and quality of the product, for their

long time existence in the market and getting profit.Simultaneously, it was also helpful for me to

learn the channel of Distribution and observe the demand of particular products.

[27]
RESEARCH SCOPE

The market survey was conducted on CONSUMER SATISFASTION in NCR region, with

reference to Rohan Motors.

This study was done in Rohan Motors Pvt. Ltd. Noida. The geographical scope of my survey was

limited to NCR region only.

Study aims at relationship between Company, employees and customers.

The survey covers a wide range of activities and factors, which influence the customer to

purchase the Maruti product.

The validity of the findings of this survey is limited to the period which the field survey was

conducted i.e., in June and July.

Therefore, I would say that my first day in the organization was more of observing the

environment around me than getting into action. It gave me real sense and feel of management

and it gave me a practical knowledge of real things happening in a ROHAN MOTORS.

[28]
IMPORTANCE OF THE STUDY

1) It was not possible to understand thoroughly about the different marketing aspects of

Automobiles product in a span of two months.

2) The survey was conducted in the peak season when the sale was too high; by this I didn ’t

get the appropriate result.

3) Money-as no stipend was given, it was difficult to cover a wide geographical area for

research.

4) All the work was limited in Delhi area, so the findings should not be generalized. The

finding of the survey is strictly based on the response of consumers, since it is difficult to

ascertain the authenticity of their statement.

[29]
 RESEARCH METHODOLOGY

Research Methodology is a way to systematically solve the research problems. It may be

understood as a science to studying how research is done scientifically. In it we study the various

steps that are generally adopted by a researcher in studying his researcher problem along with the

logic behind them. Researchers also need to know the criteria by which they can decide that

certain procedures and techniques which will be applicable to certain problems. This entire

means that it is necessary for the researcher to design his methodology for his problem as it may

be different from problem to problem.

The survey was conducted on “A study of different products and their promotion for Maruti

Suzuki in ROHAN MOTORS.” in Delhi region, with reference to different Customers. The

geographical scope of my survey was limited to Delhi region only. Study aims at relationship

between Company Executives and Customers and why any customer purchased particular brand

only. The survey covers a wide range of activities and factors, which influence the customer to

purchase the Maruti Suzuki product. The validity of the findings of this survey is limited to the

period during which the field survey was conducted i.e., in June – July 2014.

[30]
 RESEARCH DESIGN:

Undertaking this project different commercial vehicle users were interviewed personally to know

about the present market scenario prevailing in Delhi Region.

To carry out survey efficiently and effectively, it was very necessary to have a perfect

questionnaire to extract the desired informational aspects that was needed for examining the

viability study of Maruti Suzuki in Delhi Region.

DATA SOURCE:

All these data has been collected through interview of people having commercial vehicles. I

interviewed them without disclosing the name of the company. They also provided me relevant

information regarding competitors providing sales and services.

SAMPLE SIZE:

Sample size is 70dealers and20 customer survey also meeting

SAMPLING PLAN

It is the actual quantity decision to be corrected for the purpose of survey, considering the vast

possibilities of categories and samples. The sample technique adopted was of convenient

sampling.

[31]
CONTACT METHOD:

Personal interview was the contact method used for proper in detail information. A face to face

interview took place with each commercial vehicle user. Data collection through questionnaire

was properly classified and tabulated in the form report.

SAMPLING TECHNIQUE

It is the part of statistical practice concerned with the selection of individual observations

intended to yield some knowledge about a population of concern, especially for the purposes of

statistical inference. Each observation measures one or more properties (weight, location, etc.) of

an observable entity enumerated to distinguish objects or individuals.

TOOLS OF ANALYSIS:

The tools used for the collection was the questionnaire. Data collected was formulated with help

of tally marks.

DATA COLLECTION

The data has been Collect as:

1 Primary Source of Data.

2 Secondary Source of Data.

PRIMARY SOURCE OF DATA

It is the information collected directly without any references. For carrying out the prescribed

[32]
survey, customers were contacted through Field survey. Customers of different age groups and

profile were contacted for this purpose.

FIELD SURVEY:

Field experiments are characterized by a high degree of realism. The typical manner of obtaining

this realism in making studies is to vary the independent variable in the market place. The

customers were divided into two groups viz.

1 Residential areas.

2 Clubs and educational institutes.

Personal interaction could be established through the field survey. One of the main advantages of

the field research was that it gave a clear picture of user's response towards the advertise.

Customers were given a structured questionnaire for this purpose.

SAMPLING PLAN

The Sampling Plan undertaken was as under:

SAMPLE UNIT:

The survey was done in Delhi city. Various working people, who have any four wheeler vehicle

which was purchased new not second hand were contacted.

SAMPLING TECHNIQUE:

The population was divided into different areas and within each area random sampling, which is

one of the method of probability sampling was adopted.

[33]
RESEARCH INSTRUMENT

The Research instrument used while carrying out the survey was Questionnaire. The

questionnaire contained questions which have been provided to collect an accurate of reliable

data as it simplified and analysis

SECONDARY SOURCE OF DATA

The main secondary data sources were Newspapers, Journals, Company- manual and informative

material, Books, Internet, Magazines, etc.

DATA ANALYSIS & INTERPRETATION

(a) PURCHASE SATISFACTION

1. The satisfaction level will be marked on a four point scale.

Satisfactory level marked on 4 point scale No. of Respondents

Very Dissatisfactory 5

Dissatisfactory 15

Satisfactory 35

Delightful 45

[34]
‘Interpretation: Since in the questionnaire there were satisfaction level options. respondent gave

view that what they feel. Among 100 respondent, 5% respondent told they were very

dissatisfactory, 15% respondent told they were dissatisfactory, 35% respondent told they were

satisfactory and 45% people told they were very delightful for the product after purchase the

product.

2. Was the product knowledge provided by the company brochures, leaflets and people

adequate ?

product knowledge provided Nos.

[35]
company brochures 25

Leaflets 15

people adequate 25

Employees 35

Interpretation: Since in the questionnaire there were product knowledge provided by company

brochures about 25% leaflets about 15% people adequate about 25% and employees about 35%.

3. Were all the terms of the Warranty/Guarantee explained to you?

Terms of the Warranty/Guarantee No. of Respondents

Yes 97

No 3

[36]
Interpretation: Among all the respondent 97% respondent i.e. 97 have watched advertisement of

that vehicles while 3% i.e. 3 respondent haven't watched advertise from which most of them

were the owner of Maruti.

[37]
4. Was your vehicle delivered with all the features and accessories as promised?

Vehicle delivered with all the features and accessories No. of Respondents

Yes 97

No 3

Interpretation: Among all the respondent 97% respondent i.e. 97 have watched advertisement of

that vehicles while 3% i.e. 3 respondent haven't watched advertise from which most of them

were the owner of MARUTI

[38]
 5.

Was the delivery of your vehicle a pleasant experience?

The delivery of vehicle for a pleasant experience No. of Respondents

Very Dissatisfactory 5

Dissatisfactory 10

Satisfactory 35

Delightful 50

Interpretation: Since in the questionnaire, the question about delivery the vehicle is the pleasant

experience or not in which respondent gave view that what they feel. Among 100 respondent, 5%

i.e. 5 respondent told they were very dissatisfactory, 10% i.e. 10 respondent told they were

dissatisfactory, 35% i.e. 35 respondent told they were satisfactory and 50% i.e. 50 respondent

told they were very delightful for the delivery of the Vehicles.

[39]
(B) Product attributes and support

1. What is you opinion about the Vehicle Price you paid and the value you have got from it?

Opinion about vehicle price and the value No. of Respondents

Very Dissatisfactory 2

Dissatisfactory 8

Satisfactory 40

Delightful 50

Interpretation: Since in the questionnaire, the question that What is you opinion about the
Vehicle Price you paid and the value you have got from it and respondent gave view that what
they feel. Among 100 respondent, 2% respondent told they are very dissatisfactory, 8%
respondent told they are dissatisfactory, 40% respondent told they are satisfactory and 50%
respondent told they are very delightful .

[40]
2. What is your opinion about the product Reliability and Consistency of fuel consumption?

Opinion about the product Reliability and No. of Respondents

Consistency of fuel consumption

Very Dissatisfactory 5

Dissatisfactory 10

Satisfactory 40

Delightful 45

Interpretation: Since in the questionnaire, the question that What is you opinion about the

product Reliability and Consistency of fuel consumption and respondent gave view that what

they feel. Among 100 respondent, 5% respondent told they are very dissatisfactory, 10%

respondent told they are dissatisfactory, 40% respondent told they are satisfactory and 45%

respondent told they are very delightful .

(C) OVERALL SATISFACTION

[41]
 1.

How satisfied are you with the purchase you made?

Are you satisfy with the purchase No. of Respondents

Very Dissatisfactory 0

Dissatisfactory 5

Satisfactory 45

Delightful 50

Interpretation: Since in the questionnaire, the question that How satisfied are you with the

purchase you made and respondent gave view that what they feel. Among 100 respondent, 0%

respondent told they are very dissatisfactory, only 5% respondent told they are dissatisfactory,

45% respondent told they are satisfactory and 50% respondent told they are very delightful

2. How Satisfied are you with the Services you Received?

Are you satisfy with the Services No. of Respondents

[42]
Very Dissatisfactory 0

Dissatisfactory 4

Satisfactory 41

Delightful 55

Interpretation: Since in the questionnaire, the question that How satisfied with the services and

respondent gave view that what they feel. Among 100 respondent, 0% respondent told they are very

dissatisfactory, only 4% respondent told they are dissatisfactory, 41% respondent told they are satisfactory

and 55% respondent told they are very delightful .

3. How likely are you to recommend the same company’s product to others?

Will you recommend the same company’s product to No. of Respondents

others?

Not at all 0

Might 5

[43]
Will recommend 45

Definitely 50

Interpretation: Since in the questionnaire, the question that Will you recommend the same

company’s product to others? and respondent gave view that what they feel. Among 100

respondent, 0% respondent told not at all, only 5% respondent told might be, 45% respondent

told they will recommend and 50% respondent told definitely they will say about same product

to other people also.

4. How likely are you to buy again?

How likely are you buy again? No. of Respondents

Never 0

[44]
Not sure 10

Yes 90

No 0

Interpretation: Since in the questionnaire, the question that How likely are you to buy again and

respondent gave view that what they feel. Among 100 respondent, 0 % respondent told never,

0% respondent no, 10% respondent told not sure 90% respondent told yes they will buy again.

SATISFACTION LEVEL AMONG MARUTI AFTER SALES SERVICES

Sample Size = 100 Source : Primary

NO. OF
SATISFACTION LEVEL PERCENTAGE
RESPONDENTS
Satisfied 20 20%
Not Satisfied 15 15%

[45]
No Comment 65 65%

20%

15%
65%

SATISFIED NOT SATISFIED NO COMMENT

 This diagram shows that 65% customer is fully satisfied with their Maruti car.
 15% of customers are not satisfied.
 20% No comment

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PERCEPTION TOWARDS MARUTI WORKSHOP

Sample Size = 100 Source : Primary

PERCEPTION NO. OF PERCENTAGE

RESPONDENTS
Excellent 60 60%
Good 20 20%
No Comment 20 20%

20%

20% 60%

EXCELLENT GOOD NOCOMMENT

 Diagram show that 60% of customer given excellent response.

 20% of customer given good response and 20% passed no comment.

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 OBSERVATIONS AND FINDINGS:

1) The competition on four wheeler vehicle industry is now increasing day by day and there

is stiff competition between four Wheeler Companies in India.

2) Four wheeler companies are spending a huge sum of money in advertising of the product

to create public awareness.

3) It is now very important for a firm to know if advertising helps in increasing the sale or

not.

4) Firm wants to know that customer are satisfy or not about the company product and

according to questionnaires company know that more people satisfy from the company’s

product.

5) Firm uses company brochures, leaflets, and people adequate for giving the knowledge

about the Maruti Suzuki Vehicle's product.

6) Here is a question that does customer satisfy with guarantee and warranty with the

product? And firm knew that more than 95% customers are satisfy with the guarantee and

warrantee of the product.

7) It is very necessary that customers know about the new product and services from time to

time.

8) From where customer go for service and according to survey many customers go to

authorized service station and they also want to purchase spare parts from authorized

service station because they are satisfy with the service of authorized service station.

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 CONCLUSIONS:

Today’s world is the world of competition. Customers are the central entity of every business. In

present scenario company not only look for customer satisfaction but the main race is to delight

the customers. After undertaking the entire project work I have drawn certain conclusions.

Maruti Suzuki Pvt. Ltd. is mainly concerned with the production of commercial vehicles. I have

studied 4 wheeler segments and I reached to a conclusion that the firm should focus on its

marketing strategies and marketing plans. The major customers of the firm in this particular

sector are traveling agencies, vendors & call centers etc.

Firm’s research and development department should concentrate on giving best quality product

& should take into consideration customer’s requirement. This survey helped in finding out the

major problem areas and analysis and interpretation provide a path to come out of the problems.

The survey revealed that in automobile sector apart from product quality, price and after sales

service plays a major role in customers buying preference and to keep the customer happy.

The firm should also focus on employee satisfaction level, because until employees are satisfied

one can not satisfy the customers.

Questionnaire

Name :-

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Age :-

Add :-

Q.1: Do you want to buy a car?

1. Yes 2. No

Q.2: Which type of car will you wish to buy?

1. Hatchback 2. Sedan

3. Multi-Purpose Vehicle 4. Sports Utility Vehicle

Q.3: Which brand will you want to purchase?

1. Maruti 2. Hyundai

3. Chevrolet 4. Tata

Q.4: How much price would you like to pay?

1. Up to 2 lac 2. Rs 2 lack - 4 lac

3. Rs 4 lacks – 6 lac 4. Above 6 lac

Q.5: Which type of color will you prefer?

1. Metallic 2.Non-Metallic

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Q.6: Suppose if you want to purchase a car in a range between Rs 2 lacks to Rs 4 lacks in

the market and many alternatives are available. What are your best motive/ aim?

1. Price of car 2. Brand Name

3. Easy Maintenance 4. None of these

Q.7: If you purchase a car what will you search?

1. Availability of services 2. Availability of spares

3. Resale value of car

Q.8: What type of promotional scheme will you prefer?

1. Free Accessories 2. Cash Discount

3. Easy Car Loan 4. Any Other

Q.9: If a company provides a discount on its most successful car. What is your own

thinking?

1. Company is going to shut down that particular product.

2. Company wants to attract more customers.

3. Company advertises that product.

Q.10: When you purchase a new vehicle are you satisfied by the explanation of salesman

about the features, advantages and benefits of the vehicle?

1. Yes 2. No

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Q.11: When you enter in showroom to purchase a new vehicle then the surround of

showroom is ……………………………..

1. Clean & safe 2. Average clean

3. Dirty 4. Disliked by you.

Q.12: The salesperson provides you knowledge about the vehicle is

1. Better than the expectation 2. Good

3. Average 4. Not Enough

Q.14: Do you think that sale of vehicle may be affected by the promotional schemes offered

by manufacturers/dealers?

1. Yes 2. No

Q.15: Any Suggestion

……………………………………………………………………………………………..

…………………………………………………………………………………

BIBLIOGRAPHY

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Philip Kotler, Marketing Management, Dorling Kindersley (India) Pvt. Ltd. Publisher,

Kothari C.R., Research Methodology-methods and techniques, New Age International

Publishers,

Hand book, Brochure provided by marketing division of Maruti Suzuki

Business Magazine "AUTOCAR"

Business and Marketing Magazine "4P's Business and marketing"

Consumer Behavior Francisco Shiff Man

Annual Report of 2013-2014 and Sales data of L.M.U.

WEBSITES:-

http://www.marutisuzuki.com

http://www.managementhelp.org

http://www.indianbusiness.nic.in/

"Indian automobile industry"- report by www.rocsearch.com

"The Great Indian Automobile Story"- report by Ernst and Young India

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