CONSUMER SATISFACTION WITH MARUTI SUZUKI112.doc

8/9/2019 CONSUMER SATISFACTION WITH MARUTI SUZUKI112.doc

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A

SUMMER PROJECT REPORT

On

“CONSUMER SATISFACTION WITH

MARUTI SUZUKI”

Submitted tow!d" P!ti# Fu#$i##ment o$ t%e Re&ui!ement $o!

t%e Aw!d o$ t%e 'e(!ee o$

“)ACHE*OR OF )USINESSA'MINISTRATION”

F!om

+AFFI*IATE' TO C,C,S, UNI-ERSIT./ MEERUT0

Se""ion

+1231412350

Submitted To6 Submitted )76Dr. Geeta Tomar ANKIT KUMAR

Roll No. 8016505

BBA- VI Sem

ASTRON COLLEGE OF EDUCATION,

MEERUT

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ACKNOW*E'8EMENT

I would sincerely thank our all faculty members because without

whose guidance this project would not have been possible. I would also

like to thank them for giving an opportunity to conduct this summer

training and e!tending me full support and co"operation towards the

completion to this #roject.

I am also grateful to '!, 8eet Tom!/ F9u#t7 o$ Mn(ement/

A"t!on Co##e(e O$ Edu9tion/ Mee!ut for giving very valuable

information about the company and sincere guidance from time to time.

$nce again I e!press my gratitude to %aruti for their kind co"

operation and having given me an opportunity to associate myself with thelargest producers of commercial vehicles in the country.

With sincere regards,

+ANKIT KUMAR 0

&


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CONTENTS

• INTRO'UCTION OF THE STU'. 5

• INTRO'UCTION OF COMPAN. 1;

• O)JECTI-ES OF RESEARCH <

• O)SER-ATIONS AN' FIN'IN8S ;=

• CONC*USIONS ?3

• *IMITATIONS ?<

• RECOMMEN'ATIONS AN' SU88ESTIONS ?>

• )I)*IO8RAPH. ?;

• @UESTIONNAIRE ??

'


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on its performance. India today e!ports 2ngine and engine parts,

electrical parts, drive transmission 3 steering pats, suspension 3 braking

parts among others.The sector is striding inroads into the rural middle class

after its inroads into the urban markets and rural rich. It is trying to bring in

varying products to suit re/uirements of different class segments of

customers.

+tates like *ajasthan, 4ttar #radesh, %aharashtra, -ndhra #radesh

and West 5engal are vying to woo global players with proposals including

heavy ta! e!emptions and to create a more investor friendly regime, each

state is proposing to provide all regulatory clearances at e!press speed.

The (overnment should promote *esearch 3 6evelopment in

automotive industry by strengthening the efforts of industry in this direction

by providing suitable fiscal and financial incentives

1:4 Automobile industry – Wheels of Change

India had its date with this wonderful vehicle first time in 1787.

Then for the ne!t fifty years, cars were imported to satisfy domestic demand.

5etween 1819 and 9:s the automobile industry made a humble beginning

by setting up assembly plants in %umbai, ;alcutta and ;hennai. The


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import=assembly of vehicles grew consistently after the 189:s, crossing the

&9,999 mark in 18&9. In 18'td ?#->@ earned the

distinction of manufacturing the first car in the country by assembling

:6odge 6e+oto: and :#lymouth: cars at its Aurla plant. Bindustan %otors

?B%@, which started as a manufacturer of auto components graduated to

manufacture cars in 18'8. Thanks to the >icence *aj which restricted

foreign competitors to enter the Indian car market, Indian roads were ruled

by -mbassador ;ar from Bindustan %otors and the Ciat from #remier -uto

>td. for many of the initial years.

In 180, the ($I set up a tariff commission to devise regulations to

develop an indigenous automobile industry in the country. -fter the

commission submitted its recommendations, the ($I asked assembly plants,

which did not have plans to set up manufacturing facilities, to shut

operations. -s a result (eneral %otors, Cord and other assemblers closed

operations in the country. The year was 180' and this decision of the

government marked a turning point in the history of the Indian car industry.

The ($I also had a say in what type of vehicle each manufacturer should

make. Therefore, each product was safely cocooned in its own segment with

no fears of any impending competition. -lso, no new entrant was allowed

even though they had plans of a full"fledged manufacturing program. The

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In the early 79:s, a series of liberal policy changes were announced

marking another turning point for the automobile industry. The ($I entered

the car business, with a D'E stake in %aruti 4dyog >td ?%4>@, the joint

venture with +u)uki %otors >td of Fapan. The very face of the industry was

changed for ever in 187& with the entry of public sector %aruti 4dyog in a

joint venture with the +u)uki ;orporation of Fapan. ;ar sales grew by ' per

cent yoy in 1870 after %aruti 799 was launched. Thanks to %4> car sales

registered a ;-(* of 17.< per cent i.e. from 1871 to 1889.

In 1870, the ($I announced its famous broadbanding policy which

gave new licenses to broad groups of automotive products like two and four"

wheeled vehicles. Though a liberal move, the licensing system was still very

much intact. %4> introduced :%aruti 799: in 187& providing a complete

facelift to the Indian car industry. The car was launched as a Gpeoples carG

with a price tag of *s '9,999. This changed the industry:s profile

dramatically. %aruti 799 was well accepted by middle income families in

the country and its sales increased from 1,99 units in CH7' to more than

99,999 units in CH88. Bowever in CH999, this figure came down due to

rising competition from Byundai:s :+antro:, Telco:s Indica and 6aewoo:s

:%ati):.

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%4> e!tended its product range to include vans, multi"utility vehicles

?%4s@ and mid"si)ed cars. The company has single handedly driven the

sales of cars in the country cornering around D8.


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#rofitability improvements were recorded in companies across

segments driven by rise in volumes and lower interest costs to some e!tent,

notwithstanding the rise in prices of certain inputs like steel.

Though the peak customs duty had been reduced to 9E in Fanuary

99' and +pecial -dditional 6uty was abolished, the domestic industry still

enjoys ade/uate protection, with no import threats. The potential borne by

the industry is well e!hibited by the growing number of international players

setting up base in India and increasing

competitiveness in the industry.

Auto o#i97 o$ t%e 8oBe!nment o$ Indi

-ISION

To establish a globally competitive automotive industry in India and to

double its contribution to the economy by 919.

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PO*IC. O)JECTI-ES

This policy aims to promote integrated, phased, enduring and self"sustained

growth of the Indian automotive industry. The objectives are to"

• 2!alt the sector as a lever of industrial growth and employment and to

achieve a high degree of value addition in the countryJ

• #romote a globally competitive automotive industry and emerge as a

global source for auto componentsJ

• 2stablish an international hub for manufacturing small, affordable

passenger cars and a key center for manufacturing Tractors and Two"

wheelers in the worldJ

• 2nsure a balanced transition to open trade at a minimal risk to the

Indian economy and local industryJ

Indin Automobi#e Indu"t!7

-n Indian car as one which has been conceived and designed in India,

has at least 70E of its components :%ade in India:, by an Indian company.

The Indian passenger car industry as we see today is relatively recent in

origins. 2!cept the ubi/uitous -mbassador and the #remier #admini there

was not much moving around with an Indian tag.

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The official mascot of the Indian political system, the Triassic"era

-mbassador has little Indian"ness in it. To start with, the name isn:t Indian

and that:s only the tip of the iceberg. The design came from %orris %otors

and the present petrol power plant and drive train are Isu)u throwaways. The

diesel version has a 5%; engine. $f course everything is made in India

now, but do you call a tree your own if its roots are in someones courtyard.

The other pre";ambrian relic, the #remier #admini, which till a few

months back was adorning showrooms throughout the country. Its in the

market since my grandpa learnt driving and at the time of its going to grave,

the #admini was a completely made in India product. 5ut again, there:s very

little Indian"ness about the car, e!cept maybe the name #admini. The entry

of %aruti 4dyog >td, a (oI F with +u)uki of Fapan, in 187& with a so"

called GpeoplesG car and a more favorable policy framework resulted in a

growth rate of 17.


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of


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Se(ment

P!i9e

Rn(e

+R",

D2220

Min Mode#"

Fetu!e" o$

t%e "e(ment

A!oimte

M!et

S%!e o$ t%e

Se(ment

2conomy K 09

%"799, $mni,

4no,

-mbassador

#rice, Cuel

2fficiency

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transportation in the urban and semi"urban areas. 5y international standards

however, the Indian car volumes remain small at just over 1E of the world

market with penetration rates of appro!imately &.D cars per thousand people

as against ' in Thailand, 1'' in %alaysia, 9' in #oland and 89 in 5ra)il.

;ars currently constitute appro!imately 1E of the total stock of personal

vehicles in India.

*ising household income, increased urbanisation, introduction of new

models and availability of cost effective finance are the key demand drivers

in the industry. The premium segment cars are mainly targeted at corporates

or businessmen and are usually bought on consumer finance.

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Oo!tunitie" $o! t%e Automobi#e Indu"t!7

(lobal automobile companies are setting up manufacturing facilities

in India. -lso, many Indian automobile manufacturers have announced their

plans to increase the e!port of vehicles from India. The year 99"9& has

already seen a significant


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available to meet the advanced emission norms using gasoline and diesel

fuelJ 5osch and many other companies have proved this worldwide. There is

no need for the authorities to specify the type of technical solution re/uired

for this purpose as long as the end objectives are met.

The spurious and reconditioned goods market, which I also dealt with

in detail in my speech last year, continues to be a worrying factor as it

directly affects our market share. The ;ompany on its part has intensified

the anti"spurious operations by conducting several raids across the country

with the help of local regulatory authorities. >arge /uantities of spurious and

fake products have been sei)ed and legal action has been taken against those

indulging in such activities. The ;ompany believes that continued focus and

concerted action against spurious activities would improve safety and fuel

efficiency of the vehicles and at the same time help in e!panding our market

share in the -ftermarket. The ;ompany is also continuously educating the

users about the benefits of using genuine spares in place of spurious and

reconditioned spares.

C%##en(e" $o! t%e Indin utomobi#e indu"t!7

-s we move into the new millennium, the Indian -utomobile Industry

faces some tremendous opportunities and also great challenges. The growth

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in automobile sales has been impressive for the past ten years since

liberali)ation began. Bowever, with liberali)ation, the Indian customer has

been presented with a wide range of choices in automobiles, to suit every

re/uirement and budget. The market has turned into a buyers market where

the customer is being wooed by the manufacturers and the dealers with a

range of freebies unheard of before in India. Cinancing has become so easy

that an automobile is within every aspirant:s reach.

;ompetition has meant that manufacturers: margins have been

s/uee)ed severely and they are all under pressure to cut costs to be profitable

and competitive. +ome of the older manufacturers like #remier -utomobiles

?manufacturers of #remier cars@, -utomobile products of India

?manufacturers of >ambretta scooters@ and Ideal Fawa ?manufacturers of

Fawa and He)di motorcycles@ have closed shop. Bindustan %otors

?manufacturers of -mbassador and ;ontessa cars@ is in trouble due to the

declining sales of its cars, as most customers prefer the newer models

available in the market. 2ven the dominant player %aruti has seen its market

share decline rapidly due to its models being old and jaded and is in addition

facing labour problems in its plant.

To add to the problems, come -pril 991, under the WT$ agreement,

India will have to permit import of fully built automobiles, which hitherto


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was not permitted. The foreign manufacturers such as (%, Cord and

6aimler ;hrysler will almost certainly import vehicles from their large

portfolio of models and makes, further segmenting the market into niches,

although how competitive they are in terms of price remains to be seen.

The challenge before the industry is to figure out the strategy for

survival and growth. It is clear from the picture painted above that the

industry will have to increase volumes in each segment to achieve lower cost

of manufacture. $ne way to achieve this will be to go for e!ports in a big

way. %aruti is already e!porting vehicles, as are %ahindra, Telco, 6aimler

;hrysler and more recently 6aewoo. The overseas markets will have to be

e!ploited more aggressively, but this will mean the companies will have to

invest more in *esearch and 6evelopment of new models with better

features.

The second opportunity is to become contract manufacturers for

overseas companies. - number of Fapanese and Aorean companies have

been following this strategy very successfully. Bindustan %otors is said to

be considering this option. The third opportunity is to overcome the

vulnerability of the automobile market to oil prices by designing vehicles,

which can offer lower fuel consumption. *ecent reports suggest the

government is e!ploring the possibility of introducing (asohol, which is a

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the market leader in India in its segment. M!uti Ud7o( *td, is one of

India:s leading automobile manufacturers and the market leader in the car

segment, both in terms of volume of vehicles sold and revenue earned. 4ntil

recently, 17.7E of the company was owned by the Indian government, and

0'.E by +u)uki of Fapan. The Indian government held an initial public

offering of 0E of the company in Fune of 99&. -s of %ay 19, 99D, govt.

of India sold its complete share to other financial institutions. With this,

govt. of India no longer has any stake in %aruti 4dyog >td.

4ndisputedly, %aruti 4dyog is the king of the auto industry in India, as they

own a whopping 0'E slice of the market, mainly thanks to their low cost

cars. Fapanese carmaker +u)uki owns a majority share ?0'.E@ of %aruti.

They sell 099,999 cars a year in India, and e!port another &9,999.

The company has just announced their new name Maruti Suzuki India

Limited . %aruti is virtually synonymous with the term low"cost car. In fact,

the term G#eople:s ;arG which is currently used in India to signify the car

with the lowest possible price, was born hand in hand with the creation of

%aruti >imited in 1871.

0

http://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Government_of_Indiahttp://en.wikipedia.org/wiki/Suzukihttp://en.wikipedia.org/wiki/Japanhttp://en.wikipedia.org/wiki/Initial_public_offeringhttp://en.wikipedia.org/wiki/Initial_public_offeringhttp://en.wikipedia.org/wiki/2003http://www.marutiudyog.com/http://www.globalsuzuki.com/automobile/index.htmlhttp://www.marutiudyog.com/ab/newsevents.asp?ch=1&ct=6&sc=0http://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Government_of_Indiahttp://en.wikipedia.org/wiki/Suzukihttp://en.wikipedia.org/wiki/Japanhttp://en.wikipedia.org/wiki/Initial_public_offeringhttp://en.wikipedia.org/wiki/Initial_public_offeringhttp://en.wikipedia.org/wiki/2003http://www.marutiudyog.com/http://www.globalsuzuki.com/automobile/index.htmlhttp://www.marutiudyog.com/ab/newsevents.asp?ch=1&ct=6&sc=0


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5usiness Week says %aruti 4dyog is now working on lowering the cost of

its base %aruti 799, which currently sells at M',1&9 and is today the cheapest

car in India, to compete with Tata:s own G#eople:s ;arG which will

supposedly appear in 997 for just M&99.


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PRO'UCT PROFI*E

In $ctober 187 the company was formed with the signing of a joint venture

between (ov. of India 3 +u)uki %otor ;orporation. It launched Indias first ever

peoples car, the went on to become Indias largest selling car, and rest as they say,

is BistoryN The %aruti 4dyog >td. is handling a large number of vehicles. It

includes the several modes. The name and main features of all models are as

follows

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It is lunched in 187&.%aruti 799, the largest selling car in India, has power

packed features. +tarting with more pulling power from a peppier '0 5B#engine, more effective -; in %aruti 799 6O. 2aser start"stop city driving

because of setup tor/ue. 5etter fuel efficiency, due to the new ' speed manual

transmission. This was the car which revolutioni)ed the Indian car market by

introducing the concept of high /uality, low cost, fuel efficient car. %ore

improved %aruti 799 launched in 1888 with %#Ci with 0 speed gear bo!. It

upgraded in 991 with new suspension and radial tyres as standard e/uipment.

99&" ew -; 2"II, which e!panded the market.

990"ew %799.

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The common mans erstwhile favourite %799 is taking a new avatar.

+oaring oil prices seems to be one reason why Indias own %aruti +u)uki

has decided to go on gas for its standard model too. %aruti +u)uki has said

that it plans to launch an >#( version of its %799 in a few weeks. The

%aruti 799 is the cheapest car in India " and its throne will soon be usurped

by the upcoming Tata ano and the 5ajaj small car.

-ccording to company sources, it is likely that the new fuel variant could

cost *s 9,999 more than the petrol versions. %aruti +u)uki currently has

>#( variants in its Wagon* 6uo and $mni >#(. While the company sells

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the petrol variants for around *s 1,8&,9#( model of the %799 will be made at

the (urgaon facility in the same line as the petrol variant and will have

factory fitted >#( kits intalled..

Industry e!perts have said that the rising prices of oil has prompted

carmakers to go for alternate options. The >#( variants are currently a

serious option for consumers and so car makers are also going that

way.%aruti +u)uki s shift toward the >#( %799 also may be attributed to

this phenomenon. The market preference for the -lto also has spurred the

company to spruce up the %799.

With Tata %otors all set to unveil its ano, the model might see huge

competition and it needs to bring in new features to survive in a cut throat

market place. %aruti is hoping to double the sales of its flagship model with

the new variant. The >#( variants constitute around & per cent of national

sales for Wagon* as well as $mni, the company has said.

*eports said that the %799 >#( will work on gas mi!er system based on

Integrated (as Technology, which will deliver a power of &0 ps at 0999 rpm

and tor/ue of 0< nm at 099 rpm. The car is e!pected to emit 19 per cent

lower carbon dio!ide than the petrol variant.

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The %arunit $%I powered by +u)uki, they are leader in compact car

technology. The $%I is fuel efficient, easily maneuverable and needs very little

maintenance. The $%I has taken a technological leap. It now comes with a

&0bhp %#CI engine. %aking it confirm to the stringent 2uro II emission norms. It

is used to e!tensively as an ambulance, a school bus, a courier van, a mobile store,

a staff car, a light goods carrier e

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The 2+T22%, Indias favorite lu!ury car that makes the longest driving looks

like a prim and the manoeuverses through traffic like a knit enough butter. The

new 2+T22% is available in three variants >O, >Oi, and Oi. #owered by a

& bit electronic control and 70 bhpP


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The 5->2$ has smart powerful engine %#CI 1ively

response and superior fuel management. +teady flow of tor/ue. -ll %c#herson

suspension independent on all four wheels. 1& advanced reduction technologies.

+afe and solid build solid, muscular wedge shape. +uperior aerodynamic 3

stability.

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It lunched in 991. W-($ * gives uni/ue features of electronic steering. 2#+ is

ne!t generation technology. The electronic senson in 2#+ provide varying level of

power to steering at different speeds. -t a result, your steering becomes light at

power speeds 3 allows you to cut through heavy traffic, handle sharp turns 3

s/uee)e in to tight parking spaces with considerable sense. -lso, the steering

becomes, heavy at high speeds to improve your control over the vehicles 3 add

safety in case of emergency. ew Wagon * launched in Fuly 99


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It comes in & variants that is >O, >OI 3 OI. Its thundering %#CI engine with '

values per cylinder 3 1< bit computer will tackle all challenges. *aw power meets

optical fuel capacity high tensile steel, side beams guards against collision impact

7 inch boosters assisted front provided by control stopping power. The -; isIndias tropical climates 3 cools the interiors in seconds.

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+uperb maneuverability smooth handling 3 raw energy packed aim to sleek yet

rugged frame the (ypsy king is the real adventure gear whether ploughing through

dirt tranks, climbing formidable terrain. It has incredible power 79 bhp P


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It launched in 188&. Len is the Indias number one car in this category. It comes in

0 arians that is >O, >Oi, OiJ %ain features are ' inline cylinders, +eating

;apacity 0 person, +wept volume 19


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ersa launched on 'th $ctober 991. Its features are twin -; doubles the

luggage spaces. It comes in three variants that is 6O, 6O

&7


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+wift launched in 990.Its features are #ower steering, front electric window, rear

electric window, central door locking, manual air"conditioning, automatic climate control

system, and heater. It comes in three variants that is >Oi, Oi 3 LOi.

&8


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It launched in 99D.its features are dual front air bags, anti"5raking system,

electronic brake " force distribution. It has completely new % series engine,

%a!imum power 19bhp P0099 rpm, great fuel efficiency, and automatic

climate control. The +O' is available in Oi, LOi, LOi ?$ptional with leather@

variants.

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MO'E*S IN IN'IA

%aruti 4dyog offers eleven models, between its own and those of parent

+u)uki, in India

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An e!i# Biew o$ t%e 8u!(on F9i#it7

''

http://en.wikipedia.org/wiki/Image:Maruti_Assembly_Line.jpghttp://en.wikipedia.org/wiki/Image:Maruti_img_factory.jpg


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%aruti 4dyog >imited ?%4>@ was established in Cebruary 1871, though the

actual production commenced in 187&. Through 99', %aruti has produced

over 0 %illion vehicles. %aruti are sold in India and various several other

countries, depending upon e!port orders. ;ars similar to %aruti ?but not

manufactured by %aruti 4dyog@ are sold by +u)uki in #akistan and other

+outh -sian countries.

The company annually e!ports more than &9,999 cars and has an e!tremely

large domestic market in India selling over 099,999 cars annually. %aruti

799, till 99', was the India:s largest selling compact car ever since it was

launched in 187&. %ore than a million units of this car have been sold

worldwide so far. ;urrently, %aruti -lto tops the sales charts.

'0

http://en.wikipedia.org/wiki/Pakistanhttp://en.wikipedia.org/wiki/South_Asiahttp://en.wikipedia.org/wiki/Maruti_800http://en.wikipedia.org/wiki/Maruti_800http://en.wikipedia.org/wiki/2004http://en.wikipedia.org/wiki/Maruti_Altohttp://en.wikipedia.org/wiki/Pakistanhttp://en.wikipedia.org/wiki/South_Asiahttp://en.wikipedia.org/wiki/Maruti_800http://en.wikipedia.org/wiki/Maruti_800http://en.wikipedia.org/wiki/2004http://en.wikipedia.org/wiki/Maruti_Alto


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MARUTI U'.O8 *T'

T7e #ublic ?5+2 %-*4TI, +2 %-*4TI@

Founded 1871

Hed&u!te!" (urgaon, Baryana, India

Ke7 eo#e +hin)o akanishi, ;hairman

Fagdish Ahattar , %6

Indu"t!7 -utomotive

P!odu9t" %aruti +u)uki

ReBenue RM.0 billion ?990@

Em#o7ee" &,&&'

Web"ite http==www.marutiudyog.com=

'


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PRO'UCT 'ESCRIPTION

In the order they were launched

• %aruti 799 >aunched 187&.

• %aruti $mni >aunched 187'.

• %aruti (ypsy >aunched 1870.

• %aruti 1999 >aunched 1889

• %aruti Len >aunched 188&

• %aruti 2steem >aunched 188'

• %aruti Wagon"* >aunched 1888 %odified 99<

• %aruti 5ale no >aunched 1888. #roduction ended late 99aunched 999. ;urrently the largest selling car in India

• %aruti (rand itara >aunched 99&

• %aruti ersa >aunched 99'

• %aruti +wift >aunched 990

• %aruti Len 2stilo >aunched in 99<

• %aruti +wift 6iesel >aunched in 99D

• %aruti +u)uki +O' >aunched in %ay 99D

• %aruti (rand itara +ports 4tility ehicle >aunched in Fuly 99D

'D

http://en.wikipedia.org/wiki/Maruti_800http://en.wikipedia.org/wiki/Maruti_Omnihttp://en.wikipedia.org/wiki/Maruti_Gypsyhttp://en.wikipedia.org/wiki/Maruti_1000http://en.wikipedia.org/wiki/Maruti_Zenhttp://en.wikipedia.org/wiki/Maruti_Esteemhttp://en.wikipedia.org/wiki/Maruti_Wagon-Rhttp://en.wikipedia.org/wiki/Maruti_Balenohttp://en.wikipedia.org/wiki/Maruti_Altohttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Maruti_Grand_Vitarahttp://en.wikipedia.org/wiki/Maruti_Versahttp://en.wikipedia.org/wiki/Suzuki_Swifthttp://en.wikipedia.org/wiki/Maruti_Zen_Estilohttp://en.wikipedia.org/wiki/Suzuki_Swift#Suzuki_Swift_MK4_.28DDIS.29_.282005-present.29http://en.wikipedia.org/wiki/Maruti_Suzuki_SX4http://en.wikipedia.org/wiki/Mayhttp://en.wikipedia.org/wiki/2007http://en.wikipedia.org/wiki/Maruti_Grand_Vitarahttp://en.wikipedia.org/wiki/Julyhttp://en.wikipedia.org/wiki/2007http://en.wikipedia.org/wiki/Maruti_800http://en.wikipedia.org/wiki/Maruti_Omnihttp://en.wikipedia.org/wiki/Maruti_Gypsyhttp://en.wikipedia.org/wiki/Maruti_1000http://en.wikipedia.org/wiki/Maruti_Zenhttp://en.wikipedia.org/wiki/Maruti_Esteemhttp://en.wikipedia.org/wiki/Maruti_Wagon-Rhttp://en.wikipedia.org/wiki/Maruti_Balenohttp://en.wikipedia.org/wiki/Maruti_Altohttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Maruti_Grand_Vitarahttp://en.wikipedia.org/wiki/Maruti_Versahttp://en.wikipedia.org/wiki/Suzuki_Swifthttp://en.wikipedia.org/wiki/Maruti_Zen_Estilohttp://en.wikipedia.org/wiki/Suzuki_Swift#Suzuki_Swift_MK4_.28DDIS.29_.282005-present.29http://en.wikipedia.org/wiki/Maruti_Suzuki_SX4http://en.wikipedia.org/wiki/Mayhttp://en.wikipedia.org/wiki/2007http://en.wikipedia.org/wiki/Maruti_Grand_Vitarahttp://en.wikipedia.org/wiki/Julyhttp://en.wikipedia.org/wiki/2007


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%aruti 799,+tarting at *s. 1,8


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%aruti 2steem +tarting at *s.','7,1D9

%aruti Wagon *, +tarting at *s. &,0,8''

%aruti -lto +tarting at *s. ,&&,0&&

%aruti +wift +tarting at *s. &,87,


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This is very important for a student of %5-. This business administration

course is not answer of all problems which arise in practical field. There is

no certain formula for any particular problem but the aim of this study is to

develop the decision making. *ight decision at right time itself helps an

organi)ation to run smoothly.

The training in any organi)ation gives us an idea of different marketing

activities and main emphasis is given on “Customer SatisfactionS aspect and

also it is how business is taken tactfully when any problem comes to an

e!ecutive so the problem solving, right decision making and knowledge of

different types of marketing activities game much important to this study.

0


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O)JECTI-ES OF RESEARCH6

?I@ To introspect into the satisfaction level of customers with respect to

%aruti +u)uki.

?II@ To find out the satisfaction level of customers about services

provided by %aruti +u)uki.

?III@ To find out why customers preferred %aruti +u)uki #roduct in that

;ategory of other cars.

The topic has been already given by the company to collect

information about

;urrent happening in the market. It also helps to makes improvements

in service and /uality of the product, for their long time e!istence in the

market and getting profit.

+imultaneously, it was also helpful for me to learn the channel of

6istribution and observe the demand of particular products.

0'


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RESEARCH METHO'O*O8.

*esearch %ethodology 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. *esearchers also need to know the criteria by which they can

decide that certain procedures and techni/ues 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 “- study of different products and their

promotion for %aruti +u)uki in *$B- %$T$*+.S in 6elhi region, with

reference to different ;ustomers. The geographical scope of my survey was

limited to 6elhi region only. +tudy aims at relationship between ;ompany

2!ecutives and ;ustomers 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 %aruti +u)uki product. The validity

of the findings of this survey is limited to the period during which the field

survey was conducted i.e., in Fune Q Fuly 99D.

00


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'ATA CO**ECTION

The data has been ;ollect as

• #rimary +ource of 6ata.

• +econdary +ource of 6ata.

PRIMAR. SOURCE OF 'ATA

It is the information collected directly without any references. Cor carrying

out the prescribed survey, customers were contacted through Cield survey.

;ustomers of different age groups and profile were contacted for this

purpose.

FIE*' SUR-E.6

Cield e!periments are characteri)ed 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 vi).

• *esidential areas.

• ;lubs and educational institutes.

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#ersonal interaction could be established through the field survey. $ne of the

main advantages of the field research was that it gave a clear picture of

user:s response towards the advertise. ;ustomers were given a structured

/uestionnaire for this purpose.

SAMP*IN8 P*AN

The +ampling #lan undertaken was as under

SAMP*E UNIT6

The survey was done in 6elhi city. arious working people, who have any

four wheeler vehicle which was purchased new not second hand were

contacted.

SAMP*IN8 TECHNI@UE6

The population was divided into different areas and within each area random

sampling, which is one of the method of probability sampling was adopted.

RESEARCH INSTRUMENT

The *esearch instrument used while carrying out the survey was

Questionnaire. The /uestionnaire contained /uestions which have been

provided to collect an accurate of reliable data as it simplified and analysis

08


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'ATA ANA*.SIS

+0 PURCHASE SATISFACTION

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

Sti"$9to!7 #eBe# m!ed on > oint

"9#e

No, o$ Re"ondent"

ery 6issatisfactory 0

6issatisfactory 10+atisfactory &0

6elightful '0

Interpretation +ince in the /uestionnaire there were satisfaction level

options. respondent gave view that what they feel. -mong 199 respondent,

0E respondent told they were very dissatisfactory, 10E respondent told they


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. Was the product knowledge provided by the company brochures, leaflets

and people ade/uate

!odu9t now#ed(e !oBided No",

company brochures 0

>eaflets 10

people ade/uate 0

2mployees &0

Interpretation +ince in the /uestionnaire there were product knowledge

provided by company brochures about 0E leaflets about 10E people

ade/uate about 0E and employees about &0E.


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&. Was your vehicle delivered with all the features and accessories as promised

-e%i9#e de#iBe!ed wit% ## t%e $etu!e" nd

99e""o!ie"

No, o$

Re"ondent"Hes 8D

o &

Interpretation -mong all the respondent 8DE respondent i.e. 8D have

watched advertisement of that vehicles while &E i.e. & respondent haven:t

watched advertise from which most of them were the owner of %aruti.

'. Was the delivery of your vehicle a pleasant e!perience


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T%e de#iBe!7 o$ Be%i9#e $o! #e"nt

ee!ien9e

No, o$ Re"ondent"


6issatisfactory 19+atisfactory &0

6elightful 09

Interpretation +ince in the /uestionnaire, the /uestion about delivery the

vehicle is the pleasant e!perience or not in which respondent gave view that

what they feel. -mong 199 respondent, 0E i.e. 0 respondent told they were

very dissatisfactory, 19E i.e. 19 respondent told they were dissatisfactory,

&0E i.e. &0 respondent told they were satisfactory and 09E i.e. 09

respondent told they were very delightful for the delivery of the ehicles.


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+b0 S#e" G Se!Bi9e "uo!t o$ t%e 'e#e!

1. Bas the dealer provided information about new products or services from time to

time

'e#e! !oBided in$o!mtion bout new !odu9t"

o! "e!Bi9e"

No, o$

Re"ondent"

Hes 8<

o '


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Interpretation -mong all the respondent 8


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. Where would you like your vehicle to be serviced Why

W%e!e wou#d 7ou #ie 7ou! Be%i9#e to be

"e!Bi9ed

No, o$ Re"ondent"

>ocal %echanics 19

-uth. +ervice. +tation '0

6ealership '9

$thers 0


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Interpretation +ince in the /uestionnaire there was a /uestion for service of

a vehicle and respondent gave view that what they feel. -mong 199

respondent, '9E respondent told they go to 6ealership, '0E respondent told

they go to -uth. +ervice station, 19Erespondent told they go to >ocal

%echanics and 0E respondent they go to $thers for service of their vehicles.

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&. Was your vehicle serviced 3 delivered in the committed time by the dealer

-e%i9#e "e!Bi9ed nd de#iBe!ed in t%e 9ommitted

time o! not

No, o$

Re"ondent"Hes 89

o 19

Interpretation -mong all the respondent 89E respondent i.e. 89 have

watched advertisement of that vehicles while 19E i.e. 19 respondent haven:t

watched advertise from which most of them were the owner of %aruti.

+90 P!odu9t tt!ibute" nd "uo!t

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1. What is you opinion about the ehicle #rice you paid and the value you have got

from it

Oinion bout Be%i9#e !i9e nd t%e

B#ue

No, o$ Re"ondent"

ery 6issatisfactory

6issatisfactory 7

+atisfactory '9

6elightful 09

Interpretation +ince in the /uestionnaire, the /uestion that What is you

opinion about the ehicle #rice you paid and the value you have got from it

and respondent gave view that what they feel. -mong 199 respondent, E

respondent told they are very dissatisfactory, 7E respondent told they are

D


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respondent told they are very dissatisfactory, 19E respondent told they are

dissatisfactory, '9E respondent told they are satisfactory and '0E

respondent told they are very delightful .

D0


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dissatisfactory, only 0E respondent told they are dissatisfactory, '0E

respondent told they are satisfactory and 09E respondent told they are very

delightful .

DD


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. Bow +atisfied are you with the +ervices you *eceived

A!e 7ou "ti"$7 wit% t%e Se!Bi9e" No, o$ Re"ondent"


6issatisfactory '+atisfactory '1

6elightful 00

D7


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Interpretation +ince in the /uestionnaire, the /uestion that Bow satisfied with th

services and respondent gave view that what they feel. -mong 199 respondent, 9

respondent told they are very dissatisfactory, only 'E respondent told they ar

dissatisfactory, '1E respondent told they are satisfactory and 00E respondent to

they are very delightful .

D8


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recommend and 09E respondent told definitely they will say about same

product to other people also.

71


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'. Bow likely are you to buy again

How #ie#7 !e 7ou bu7 (in No, o$

Re"ondent" ever 9

ot sure 19

Hes 89

o 9

7


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Interpretation +ince in the /uestionnaire, the /uestion that Bow likely are

you to buy again and respondent gave view that what they feel. -mong 199

respondent, 9 E respondent told never, 9E respondent no, 19E respondent

told not sure 89E respondent told yes they will buy again.

7&


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O)SER-ATIONS AN' FIN'IN8S6

1@ The competition on four wheeler vehicle industry is now increasing

day by day and there is stiff competition between four Wheeler

;ompanies in India.

@ Cour wheeler companies are spending a huge sum of money in

advertising of the product to create public awareness.

&@ It is now very important for a firm to know if advertising helps in

increasing the sale or not.

'@ Cirm wants to know that customer are satisfy or not about the

company product and according to /uestionnaires company know that

more people satisfy from the companys product.

0@ Cirm uses company brochures, leaflets, and people ade/uate for

giving the knowledge about the %aruti +u)uki ehicle:s product.

7'


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CONC*USIONS6

Todays world is the world of competition. ;ustomers 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. -fter undertaking

the entire project work I have drawn certain conclusions.

%aruti +u)uki #vt. >td. is mainly concerned with the production of

commercial vehicles. I have studied ' 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 3 call centers etc.

Cirms research and development department should concentrate on giving

best /uality product 3 should take into consideration customers

re/uirement. This survey helped in finding out the major problem areas and

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

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The survey revealed that in automobile sector apart from product /uality,

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.

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*IMITATIONSFURTURE SCOPE OF THE RESEARCH

1@ It was not possible to understand thoroughly about the different

marketing aspects of -utomobiles product in a span of two months.

@ The survey was conducted in the peak season when the sale was too

highJ by this I didnt get the appropriate result.

&@ %oney"as no stipend was given, it was difficult to cover a wide

geographical area for research.

'@ -ll the work was limited in 6elhi area, so the findings should not be

generali)ed. The finding of the survey is strictly based on the response

of consumers, since it is difficult to ascertain the authenticity of their

statement.

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RECOMMEN'ATIONS AN' SU88ESTIONS

The *ecommendations are as under"

1. The %aruti +u)uki +ervicing center should work on +unday as the local

transporters dont work on +unday and it would be convenient for them to

get their vehicles repaired.

. The ehicles 4sers want the servicing center to be time fle!ible, as they

want their work to be done as per their convenience of time.

&. The customers want their vehicles to be serviced and handled carefully.

'. The customers should be allowed to wait and see how the servicing is

done from a (lass ;abin.

0. -s the servicing is over the vehicle should be delivered to the customers

and he should not be kept waiting till the time of delivery on the job card.


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D. #rior appointment should not be compulsory.

7. ;ustomers want credit, hence only the regular customer to be given credit

against che/ue.

8. -dvertising should be done as, “%aruti +u)uki authori)ed service ;enter

with features of local garageS.

19. 2!perienced %echanics should be there to reduce mishandling of

vehicles.

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@UESTIONNAIRE

-%2 $C TB2 *2+#$62T

%r.=%s=%rsUUUUUUUUUUU+4*-%2UUUUUUUUUUUU

-66*2++ C4>> UUUUUUUUUUUUUUUUUUUUUUUUU

UUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUU

I am from +*%"I+T %$6I-(-* 62>BI. I am currently conducting a study o

different brand of four wheeler manufacturer:s vehicle and your input would b

greatly appreciated. I would be very grateful if you could spend some time to answ

a few /uestions.

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+A 0 PURCHASE SATISFACTION

1. What is the product satisfaction level

ery dissatisfacto dissatisfactory satisfactory delightful

1 & '

VVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVV

. Were all the terms of the Warranty=(uarantee e!plained to you

Hes no


&. Was your vehicle delivered with all the features and accessories as promised

Hes no

'. Was the delivery of your vehicle a pleasant e!perience

1 & '


8&


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+C0 PRO'UCT ATTRI)UTES AN' SUPPORT

1. What is you opinion about the ehicle #rice you paid and the value you have go

from it

1 & '


VVVVVVVVVVV

. Bow do you rate the availability of spare parts

1 & '


VVVVVVVVVVV

&. What is your opinion about the product *eliability and ;onsistency of fuel

consumption

1 & '


VVVVVVVVVVV

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