Summer Internship Project Report

ON

“A STUDY ON CUSTOMER SATISFACTION FROM MARUTI SUZUKI VEHICLE

AND IT’
IT’S DEALER”

Submitted In Partial Fulfillment

Of the Requirement

Of Bachelor of Business Administration

Training Supervisor Submitted By

Narendra Tiwari GAUTAM BISHT

Designation: HR (2018-19)

SUBMITTED TO:-

AMARPALI GROUP OF INSTITUTE HALDWANI

(AFFILIATED WITH KUMAUN UNIVERSITY, NAINITAL)

1
 CERTIFICATE
This is to certify that the project work done on “A STUDY ON CUSTOMER
SATISFACTION FROM MARUTI SUZUKI VEHICLE AND IT’S DEALER”
Submitted to AMARPALI GROUP OF INSTITUTE HALDWANI, by GAUTAM
BISHT in partial fulfillment of the requirement for the award of degree of Bachelor of
Business Administration, is a bonafide work carried out by him under my
supervision and guidance. The work was carried during 2 th JULY 2018 to 17th
th
Aug 2018
in Nainital Motors.

During the training period his behavior & performance was satisfactory.

Date18/8/18: Name of the guide -

NARENDRA
TIWARI

2
 ACKNOWLEDGEMENT

I would like to take an opportunity to thank all the people who helped me in
collecting necessary information and making of the report. I am grateful to all of
them for their time, energy and wisdom.

First of all, I would like to send my sincere thanks to Mr.AK SRIVASTVA for
his helpful hand in the completion of my project. Getting a project ready
requires the work and effort of many people. I would like all those who have
contributed in completing this project.

GAUTAM BISHT

BBA (SEMESTER-5)

3
 DECLARATION

I hereby declare that this Project Report titled “A STUDY ON CUSTOMER

SATISFACTION FROM MARUTI SUZUKI VEHICLE AND IT’S DEALER”
submitted by me to AMARPALI GROUP OF INSTITUTE, HALDWANI
th
is a bonafide work undertaken during the period from 2nd JULY 2018 To
17TH AUG 2018 by me and has not been submitted to any other University
or
Institution for the award of any degree diploma / certificate or published any
time before.

(Signature of the Student) Date18: /8 / 2018

Name: GAUTAM BISHT
SEMESTER-5

4
 BONAFIDE CERTIFICATE

This is to certify that as per best of my belief the project entitled “A STUDY
ON CUSTOMER SATISFACTION FROM MARUTI SUZUKI VEHICLE AND IT’S
DEALER ” is the bonafide research work carried out by GAUTAM BISHT student of
BBA , SEMESTER -5, during JULYt - AUGt 2018 , in partial fulfillment of the
requirements for the Summer Training Project of the Degree of Bachelor of Business
Administration.
He has worked under my guidance.

--------------------

Name - Mr.NARENDRA
TIWARIl
Project Guide (Internal)

Date:18TH AUG 2018

Counter signed by
-------------

Name - MR.NARENDRA TIWARI

5
Director /HOD
Date:

TABLE OF CONTENTS

S.NO. CHAPTERS PAGE.

NO.

Executive Summary 8

CHAPTER – 1: INTRODUCTION & RATIONALE FOR THE 10-16

STUDY

1.1 Introduction of Maruti Suzuki 10

1.2 Evolution of Maruti Suzuki 11

1.3 Top players 15

1.4 Competitors 16

CHAPTER – 2: OBJECTIVES, SCOPE & LIMITATIONS OF 17-18

THE STUDY

2.1 Objective of the Study 17

2.2 Scope of the study 18

2.3 Limitations of the study 18

CHAPTER 3:
– PROFILE OF THE COMPANY 19-25

3.1 Introduction of Maruti Suzuki 19

3.2 Maruti’s Vision 21

3.3 Maruti’s Core Values 21

3.4 Maruti’s Mission 21

6
3.5 Maruti’s objective 22

3.6 Steps To Be Followed After Receiving Customer Complaints 23

3.7 Product & Services 25

Chapter –4: Theoretical Perspective

Perspective / Literature Review 30-39

4.1 Introduction Of Customer Satisfaction 30

4.2 Purpose 31

4.3 Three C’s Of Customer Satisfaction 32

4.4 Customer Satisfaction In 7 Steps 35

4.5 Advantages Of Customer Satisfaction Surveys 38

4.6 Dis-Advantages Of Customer Satisfaction Surveys 39

CHAPTER5:– RESEARCH METHODOLOGY 40-44

5.1 Introduction Of Research Methodology 40

5.2 Title Of The Study 41

5.3 Introduction Of The Research Design 41

5.4 Sampling 43

5.5 Sample Size 44

CHAPTER –6: DATA ANALYSIS AND INTERPRETATIONS 45-56

6.1 Data Analysis & Interpretations 45

CHAPTER7:
– FINDINGS AND CONCLUSIONS 57-58

7.1 Findings 57
7.2 Conclusions 58

BIBLIOGRAPHY
BIBLIOGRAPHY AND REFERENCES

Bibliography & References

ANNEXURE

Questionnaire

7
 EXECUTIVE SUMMARY

The project titled “A STUDY ON CUSTOMER SATISFACTION”

SATISFACTION” IN
IN NAINITAL MOTORS
AUTO COMPANY .

It was in 1970 that Sanjay Gandhi envisioned the manufacture of MARUTI which is known
popularly as the people’s car it is MARUTI which is known to give wheels to the nation. The
first car of MARUTI was rolled out on Dec. 14, 1983 after s collaboration with Suzuki
motors.

Satisfaction is a person’s feeling of pleasure or disappointment resulting from a comparing

perceived performance in relation to his or her expectation.

If the performance falls short of expectation, the consumer is dissatisfied. If the performance
matches the expectations, he consumer is satisfied. If the performance exceeds expectation,
the customer is highly satisfied or delighted.

In today’s competitive scenario firms consistently tries to satisfy his existing customer to get
more customers in every regards. To meet the desired expectation of customers companies

has to look around all aspects of products services and of course market condition, otherwise
they may be out of the race. Automobile industry has the same co competitiveness
and every firm in the industry is consistently working for enhancing their product and
services.

The study widely concentrates on the level of satisfaction amongst customers for which I did
Exploratory Research to check the satisfaction level amongst the customers of MARUTI
as the popular punchline also says “Count On Us.”

8
Customer satisfaction is a marketing term that measures how products or services supplied
by a company meet or surpass a customer's expectation. Customer satisfaction is important
because it provides marketers and business owners with a metric that they can use to manage
and improve their businesses.

"Within organizations, customer satisfaction ratings can have powerful effects. They focus
employees on the importance of fulfilling customers' expectations. Furthermore, when these
ratings dip, they warn of problems that can affect sales and profitability.... These metrics
quantify an important dynamic. When a brand has loyal customers, it gains positive word-of-
mouth marketing, which is both free and highly effective."

9
 CHAPTER 1:-

Introduction & Rationale Of The Study.

1.1 Introduction
Introduction to Maruti Suzuki

MARUTI Suzuki India Limited , formerly known as MARUTI UDYOG Limited , is an

automobile manufacturer in India. It is a subsidiary of Japanese automobile and motorcycle
manufacturer Suzuki Motor Corporation. As of January 2016, it had a market share of 47% of
the Indian passenger car market. MARUTI Suzuki manufactures and sells popular cars such
as the Ertiga, Alto, Swift, Zen, Celerio, Swift-DZire,SX4
Swift-DZire,SX4 and Omni. The company is
headquartered at New Delhi. In February 2012, the company sold its ten millionth vehicles in
India.

It is a type of public company is deal in Automotive, earlier their name was MARUTI
UDYOG Limited.

It was founded in 1981, its headquarters in New Delhi, India. Their key people R.C.
Bhargava (chairman), Kenichi Ayukawa (Managing Director & CEO).

Their product line is in automobiles. Net income Rs.4, 630.90 crore (US$690 million) (2016)

Number of employees working in the organization are 12,900 (2015), their parent company
name is Suzuki Motor Corporation.The slogan of MARUTI Suzuki is “WAY OF LIFE”.

The automotive industry is at the center of India’s new global dynamic. The domestic market

expanding rapidly as incomes rise and consumer credit becomes more widely available.
Manufacturer’s product lines are being continually expanded, as is the local automotive
manufacturing base. Expectation are high that India can develop as a global hub for vehicle
manufacturers and as an outsourcing center that offers the global automotive industry
solution high up the automotive value chain.

10
1.2 EVOLUTION OF MARUTI SUZUKI

HISTORY

MARUTI UDYOG Limited 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 which at the time was the only modern car available in India. Its only competitors were
the Hindustan Ambassador and Premier PADMINI. Originally, 74% of the company was
owned by the Indian government, and 26% by Suzuki of Japan. As of May 2007, the
government of India sold its complete share to Indian financial institutions and no longer has
any stake in MARUTI UDYOG.

In 1970, Sanjay Gandhi the son of Indira Gandhi envisioned the manufacture of an
indigenous, cost effective, low maintenance compact car for the Indian middle class.

Indira Gandhi’s cabinet passed a unanimous resolution for the development and production
of a people’s car. Sanjay Gandhi’s company was christened MARUTI limited. The name of
the car was chosen after a Hindu deity named MARUTI Ltd. That time Hindustan Motors’
Ambassador was the chief car and the company had come out with a new entrant the premier
PADMINI that worked slowly gaining a part of the market share dominated by the
ambassador.

For the next ten years the Indian car market had stagnated at a volume of 30,000 to 40,000
cars for the decade ending 1983. Sanjay Gandhi was awarded the exclusive contract and
license to design, develop and manufacture the “People’s Car.”

These exclusive rights of production generated some criticism in certain quarters, which was
directly targeted at Indira Gandhi. Over the next few years the company was side lined to
Bangladesh liberation war and emergency. In the early days under the powerful patronage of
Sanjay Gandhi the company was provided with free land, tax breaks and funds. Till the end
of 1970 the company had not started the production and a prototype test model was
welcomed with criticism and scepticism.

11
The company went into liquidation IN 1977. The media perceived it to be another area of
growing corruption. Unfortunately MARUTI’s started to fly only after the death of Sanjay
Gandhi, when Suzuki motors joined the government of India as a joint venture partnered with
50% share. After his death Indira Gandhi decided that the project should not be allowed to
die.

MARUTI’s entered into this collaboration with Suzuki motors. The collaboration heralded a
revolution in the Indian car industry by producing the MARUTI- 800. It created a record of
taking 13 months time to go from design to rolling out cars from a production line. The
production of Maruti-800 in 1983 marked the beginning of a revolution in the Indian
automobile industry. It brought in the latest technology of that time more fuel efficiency and
lower prices that led to the creation of a huge market for all car segments as the Indian,
middle class grew in size. This in turn brought in more players in this segment.

A number of auxiliary car parts making units were set up as more car manufacturers realized
it was more cost effective to make their car parts in India rather than importing them.

MARUTI’s major influence was in helping the component industry in the country because of
its emphasis on localization and indigenization. As in the beginning that sector hadn’t grown
much MARUTI’s had to start dozens of joint ventures with Indian entrepreneurs. It got them
from foreign collaborations that led to collaborations for other manufacturers so that over a

period of time the whole component industry was able to upgrade itself and improve its
quality who had given their income leading to major existing export potential vehicle
components.

It also brought in better methods of financing that allowed more people who given their
income levels could not afford to buy a car on their own, to buy cars. It still remains the
leader not only in the terms of market share but also in customer satisfaction surveys. It has
consistently topped J.D. power quality surveys, including 2005.

By the year 1993 the company had sold 1, 96,820 cars. By March 1994 it produced 1 million
vehicles becoming the first Indian company to cross the 2 million mark in October, 1997 and
rolled out 4 millionth vehicles as Alto-LX .Then it introduced Wagon-R followed by Swift.

12
Swift has been a great success in the market .In 2007 MARUTI came up with SX4 and
GRAND VITARA.

PRODUCTION MILESTONES
1st vehicle produced, December 1983

1,00,000 vehicles produced by August, 1986

5,00,000 vehicles produced by June, 1990

1st vehicle produced, December 1983

1,00,000 vehicles produced by August, 1986

5,00,000 vehicles produced by June, 1990

10,00,000 vehicles produced by March, 1994

15,00,000 vehicles produced by April, 1996

20,00,000 vehicles produced by October, 1997

25,00,000 vehicles produced by March, 1999

30,00,000 vehicles produced by June, 2000

35,00,000 vehicles produced by December 2001

40,00,000 vehicles produced by April, 2003

45,00,000 vehicles produced by April, 2004

13
CURRENT SCENARIO

Being present in India for over three decades, the country is now the second most important
market for the parent company. Over the next three years, SUZUKI is planning to launch 16
new vehicles in Japan; India will see 14 new vehicles from the Suzuki stable while Europe

and China will see only seven each. MARUTI SUZUKI was expected to play an important
role in the company's expansion plan in West Asia and Africa. But this was before the present
deal,was,announced.

There were expectations earlier that the parent company would increase its stake
in MARUTI SUZUKI from the existing levels of around 56 per cent. But with the setting up
of a 100 per cent subsidiary for manufacturing, it is unlikely that SUZUKI would be keen in
increasing its stake. This is a negative for those who were trading the stock for such an
eventuality.
As a business decision it boils down to the return the parent company will get by investing in

a green field project as compared to increasing its stake in the listed

entity. MARUTI SUZUKI currently trades near its all-time high level and is giving a
dividend yield of less than 0.5 per cent. For SUZUKI capital appreciation is not a choice as it
will not be selling or reducing its stake. Thus investment in the listed entity is barely giving
any returns to the parent at current valuations. The only other choice is to create a parallel
manufacturing-set-up.
MARUTI Suzuki's Chairman RC Bhargava argues than the green field project is beneficial
for the company as it would not have to sacrifice returns during the gestation period of five
years. According to him, return on capital from the Gujarat car unit will be around 17 per
cent, which is what the company is enjoying at present.
The Gujarat plant would need a capital expenditure of around Rs3,000 crore,
which MARUTI SUZUKI could have easily managed given its Rs7,500 crore cash level.
According to Bhargava, MARUTI will be free to use the Rs3,000 crore to expand its
marketing set-up. But the company has invested close to Rs5,300 crore in mutual funds,
which no one is stopping it to invest in marketing. Also, the long term steady return of 17 per
cent that MARUTI could have received if it would have set up the project is any day better
than the uncertain returns on its mutual funds investment, even if we take the gestation period
into account.

14
FUTURE OF MARUTI SUZUKI

In coming years, Indian automobile industry has automobile has tremendous potential to
grow influenced by many demand drivers.

US based consultancy, keystone predicts that India will become world’s third largest
automobile market by 2030. Overall size expected to exceed 20 million with compounded
annual growth rate of over 12%.

1.3 TOP PLAYERS

top three manufacturers

1. MARUTI Suzuki
2. Tate motors
3. Hyundai

Others

1. MARUTI Suzuki
2. Fiat
3. General motors (Opel, Chevrolet)
4. Ford Hindustan motors,
5. Mitsubishi
6. Honda
7. Hyundai
8. Baja tempo
9. Marinara
10. Maine elect.
11. Mercedes Benz
12. Nissan
13. San engineering
14. Soda
15. Toyota

15
1.4 Competitors

MARUTI Ciaz
Honda City
Hyundai Verna
V W Vento
Audi
Bentley
BMW
Chevrolet
Daewoo
Fiat
Ford
Hindustan motors
Honda
Hyundai
ICML
Lamborghini
Mahindra
Mahindra-Renault
Maini
MARUTI- Suzuki
Maybach
Mercedes Benz
Mitsubishi
Nissan
Opel
Porsche
Premier
Rolls-Royce
San
Skoda
Tata
Toyota
Volkswogen
Volvo

16
CHAPTER 2:- Objective, Scope & Limitation Of
The Study

2.1 objective of the study :

To know the Level of Customer Satisfaction on Sales of MARUTI Vehicle.

To know the Customer Satisfaction on Performance of Dealer.

To know whether the dealer renders after sales service, and if he, how far the
consumers are satisfied with services rendered by dealer.

To know the motivated factors to buy the MARUTI vehicle.

To know the factors that influences the customer, to switch the brand.

To know the customers are satisfied with price and service network

To know the whether Maruti performance matching with the customer

expectations.

17
2.2 Scope of the study

The Sample Size is Limited, So as to give the accurate information regarding

Customer Satisfaction.

The scope is very limited, because attitude & expectations of the people change
according to the time & situation.

The study is restricted only to Pitampura and that to among 60 respondents.

The study is conducted only for 60 days.

Consistency was lacking with regard to the information given by few customers.

The study is restricted to the certain area, I.e., pitampura so it could not give whole
picture .

2.3 limitation of the

the study
study

Geographical area
The RANA MOTORS AUTO COMPANY located in Pitampura ,so very far away
from the South Delhi people, so people lived in here very rare knew about this
company.

Respondents
We only took survey from 60 people that is limited, upon that data is made then
analyse & interpretation, assumption
This survey is restricted only to MARUTI Suzuki company, not on any where else.

18
 CHAPTER 3:-Profile of The Company
RANA AUTO COMPANY DEALERSHIP OF
MARUTI SUZUKI

3.1 INTRODUCTION

It is a type of franchise which deals in automobile industry, it is a kind of dealership which

deals only in MARUTI SUZUKI.

MARUTI Suzuki India Limited , formerly known as MARUTI UDYOG Limited , is an

automobile manufacturer in India. It is a subsidiary of Japanese automobile and motorcycle
manufacturer Suzuki Motor Corporation. As of January 2016, it had a market share of 47% of
the Indian passenger car market. MARUTI Suzuki manufactures and sells popular cars such
as the Ertiga, Alto, Swift, Zen, Celerio, Swift-DZire,SX4 and Omni.

The company is headquartered at New Delhi. In February 2012, the company sold its ten
millionth vehicles in India.

It is a type of public company is deal in Automotive, earlier their name was MARUTI
UDYOG Limited.

It was founded in 1981, its headquarters in New Delhi, India. Their key people R.C.
Bhargava (chairman), Kenichi Ayukawa (Managing Director & CEO).

Their product line is in automobiles. Net income Rs.4, 630.90 crore (US$690 million)(2016)

19
Number of employees working in the organization are 12,900 (2015), their parent company
name is Suzuki Motor Corporation.

The slogan of MARUTI Suzuki is “WAY OF LIFE”.

The automotive industry is at the centre of India’s new global dynamic. The domestic market
expanding rapidly as incomes rise and consumer credit becomes more widely available.
Manufacturer’s product lines are being continually expanded, as is the local automotive
manufacturing base. Expectation are high that India can develop as a global hub for vehicle
manufacturers and as an outsourcing centre that offers the global automotive industry
solution high up the automotive value chain.

MARUTI UDYOG Limited 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 which at the time was the only modern car available in India. Its only competitors were
the Hindustan Ambassador and PREMIER PADMINI. Originally, 74% of the company was

owned by the Indian government, and 26% by Suzuki of Japan. As of May 2007, the
government of India sold its complete share to Indian financial institutions and no longer has
any stake in MARUTI UDYOG.

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

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 Suzuki s 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

20
lowering the excise duty in order to boost sales. Finally, in 1983, the MARUTI 800 was
released. This 796 cc hatchback was based on theSS80 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. 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 srcinal 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.

3.2 MARUTI SUZUKI’S VISION

“The Leader in the Indian Automobile Industry,

Creating Customer Delight and Shareholder’s Wealth;

A Pride of India”.

3.3 MARUTI SUZUKI’S CORE VALUES:

Customer Obsession
Fast ,Flexible and First Mover
Innovation and Creativity
Networking and Partnership
Openness and Learning

3.4 Maruti Suzuki’s Mission:

To provide a wide range of modern, high quality fuel efficient vehicle in order to meet the
need of different customers both domestic and export markets. There are 258 sales outlets,

21
1838 service centres across 922 cities as on 01-03-2008. Service available in 41 cities across
the country.

Maruti Quality System:

Consumer Satisfaction through Continuous Improvement of our Products and Services by

following PDCA (PLAN-DO-CHECK-ACT) in all functions of our organization.

ISO 9001:2000

Employee Quality Measures

TS 16949:2002

ISO 9001:2000

Maruti approach to quality is in keeping with the Japanese practice. “Build it into the
product”. Technicians themselves inspect the quality of work. Supervisors educate and
instruct technicians to improve productivity and quality. The movement of quality indicators
is reviewed in weekly meetings by the top management.

In 2001, MUL became the first automobile company anywhere in the world get an ISO
9000:2000 certification. AV Belgium, global auditors for International Organization for
Standardization, Leadership, Involvement of people, process approach, system approach to
Management, Continual improvement etc.,

3.5 Maruti’s objective:

Modernization of the Indian Automobile Industry.

Production of fuel-efficient vehicles to conserve scarce resources.

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

22
3.6 Steps to be followed after receiving customer complaint:

Firstly customer acre manager gives a control number to all complaints

received and records the same in the customer complaints contr
o l register.

Then customer acre manager gets in touch with the customer over the phone and
expresses regret on the inconvenience faced by the customer

Immediate action is taken to ensure that th e customer complaint

i s resolved and writes a letter of apology the customer care manag er along with the
concerned DSE,
Then,visits the
customer, hands over the letter and takes satisfaction note from the

customer

Then he sends a copy of the letter and the satisfaction note to MARUTI
UDYOG Ltd. And also files a copy of the same in the customer complaints
register/file.
Then the CCM discusses the customer complaints in the weekly
meetingwit h th e ge ne ra l ma na ge r on SS I wit h th e en ti re s ho
w r o o m s t a f f . Necessary counter measures are taken to ensure that such complaints are
not repeated in future.
All sales staff and managers review customer care activities on daily,

weekly and monthly basis. The SSI review meet is conducted regularly.

According to Maruti

“A customer is the most important visitor on our premises

He is not dependent on us ,

We are dependent on him ,

23
He is not an interruption on our work,

He is the purpose of it.

He is not an outsider on our business,

He is part of it.
We are not doing him a favor serving him,

He is doing us a favor by giving us the

Opportunity to do so ”

How you communicate

Yourwords 7%

Yourvoice 35%

Yourbodylanguage 58%

Moments of truth

Expectation---------------satisfaction---------------------reality

If you get what you expected

Expectation---------------dissatisfaction----------------reality

If you get less than you expected

Expectation---------------delight--------------------------reality

If you get more than you expected

When customers don’t complain they go somewhere else……….

Customers don’t complain. They pass on their dissatisfaction to their

colleagues , family , greengrocer, suppliers , consultants, managers ,spo
rts club, grandparents, neighbours, director, to you……

24
3.7 Product & Services

Current models

MODEL LAUNCHED CATEGORY

Omni 1984 Minivan

Gypsy 1985 SUV

Wagon-R 1999 Hatchback

Swift 2005 Hatchback

25
Grand Vitara 2007 Mini SUV

DZire 2008 Sedan

Ritz 2009 Hatchback

Eeco 2009 Hatchback

Alto K10 2010 Hatchback

26
 Ertiga 2012 Mini MPV

Alto 800 2012 Hatchback

Stingray 2013 Hatchback

Celerio 2014 Hatchback

Ciaz 2014 Sedan

27
 Baleno 2015 Hatchback

S-Cross 2015 Mini SUV

Mini SUV
Vitara Brezza 2016

Discontinued models

MODEL LAUNCHED DISCONTINUED CATEGORY IMAGE

28
Gypsy E 1985 2000 SUV

1000 1990 2000 Sedan

Zen 1993 2006 Hatchback

Esteem 1994 2008 Sedan

Baleno 1999 2007 Sedan

Versa 2001 2010 Minivan

Grand Vitara
2003 2007 Mini SUV
XL7

29
800 1983 2012 Hatchback

Alto 2000 2012 Hatchback

Zen Estilo August 2009 2013 Hatchback

A-star 2008 2014 Hatchback

Maruti
2008 2014 Sedan
Suzuki SX4

30
 CHAPTER 4:-Theoretical Perspective/ Conceptual
Framework

CUSTOMER SATISFACTION

4.1 Introduction:-
Introduction:-

Customer satisfaction is a marketing term that measures how products or services supplied
by a company meet or surpass a customer's expectation. Customer satisfaction is important
because it provides marketers and business owners with a metric that they can use to manage
and improve their businesses.

4.2 Various Definitions:-

The degree of satisfaction provided by the goods or services of a company as measured by

the number of repeat customers.

Kotler (2000) defined satisfaction as: “a person’s feelings of pleasure or disappo intment
resulting from comparing a product’s perceived performance (or outcome) in relation to his
or her expectations”.

According to Hansemark and Albinsson (2004), “satisfaction is an overall customer attitude

towards a service provider, or an emotional reaction to the difference between what
customers anticipate and what they receive, regarding the fulfilment of some need, goal or
desire”.

Hoyer and MacInnis (2001) said that satisfaction can be associated with feelings of
acceptance, happiness, relief, excitement, and delight. There are many factors that affect
customer satisfaction.

According to Hokanson (1995), these factors include friendly employees, courteous

employees, knowledgeable employees, helpful employees, accuracy of billing, billing
timeliness, competitive pricing, service quality, good value, billing clarity and quick service.

31
FACTORS THAT AFFECT

4.3 Purpose:-

"Customer satisfaction provides a leading indicator of consumer purchase

intentions and loyalty." "Customer satisfaction data are among the most frequently collected
indicators of market perceptions. Their principal use is twofold:"

1. "Within organizations, the collection, analysis and dissemination of these data send a
message about the importance of tending to customers and ensuring that they have a
positive experience with the company's goods and services."
2. "Although sales or market share can indicate how well a firm is performing currently,
satisfaction is perhaps the best indicator of how likely it is that the firm’s customers
will make further purchases in the future. Much research has focused on the
relationship between customer satisfaction and retention. Studies indicate that the

ramifications of satisfaction are most strongly realized at the extremes."

A BUSINESS IDEALLY IS CONTINUALLY SEEKING FEEDBACK TO IMPROVE

CUSTOMER SATISFACTION

32
On a five-point scale, "individuals who rate their satisfaction level as '5' are likely to become
return customers and might even evangelize for the firm. (A second important metric related
to satisfaction is willingness to recommend. This metric is defined as "The percentage of
surveyed customers who indicate that they would recommend a brand to friends." When a
customer is satisfied with a product, he or she might recommend it to friends, relatives and
colleagues. This can be a powerful marketing advantage.) "Individuals who rate their
satisfaction level as '1,' by contrast, are unlikely to return. Further, they can hurt the firm by
making negative comments about it to prospective customers. Willingness to recommend is a
key metric relating to customer satisfaction."

4.4 The Three C’s Of Customer Satisfaction:

Satisfaction: Consistency,
Consistency , Consistency:-

Bruce Springsteen once said. “It demands a consistency of

“Sutaining an audience is hard,”
thought, of purpose, and of action over a long period of time.” He was talking about his route to
music stardom, yet his words are just as applicable to the world of customer experience.
Consistency may be one of the least inspirational topics for most managers. But it’s exceptionally
powerful, especially at a time when retail channels are proliferating and consumer choice and
empowerment are increasing.

Getting consistency right also requires the attention of top leadership. That’s because by using a
variety of channels and triggering more and more interactions with companies as they seek to meet
discrete needs, customers create clusters of interactions that make their individual interactions less
important than their cumulative experience. This customer journey can span all elements of a
company and include everything from buying a product to actually using it, having issues with a
product that require resolution, or simply making the decision to use a service or product for the
first time.

It’s not enough to make customers happy with each individual interaction. Our most recent
customer-experience survey of some 27,000 American consumers across 14 different industries
found that effective customer journeys are more important: measuring satisfaction on customer
journeys is 30 percent more predictive of overall customer satisfaction than measuring happiness
for each individual interaction. In addition, maximizing satisfaction with customer journeys has

33
the potential not only to increase customer satisfaction by 20 percent but also to lift revenue by up
to 15 percent while lowering the cost of serving customers by as much as 20 percent. Our research
identified three keys to consistency:

1. Customer-journey consistency

It’s well understood that companies must continually work to provide customers with superior
service, with each area of the business having clear policies, rules, and supporting mechanisms to
ensure consistency during each interaction. However, few companies can deliver consistently
across customer journeys, even in meeting basic needs.

Simple math illustrates why this is so important in a world of increasingly multichannel, multi
touch customer journeys. Assume a customer interacts six times with a pay-tv company, starting
when he or she undertakes online research into providers and ending when the first bill is received
30 days after service is installed. Assuming a 95 percent satisfaction rate for each individual
interaction—whether measuring responsiveness, the accuracy of information, or other factors
—
even this level of performance means that up to onein four customers will have a poor experience
during the on-boarding journey.

The fact is that consistency on the most common customer journeys is an important predictor of
overall customer experience and loyalty. Banks, for example, saw an exceptionally strong
correlation between consistency on key customer journeys and overall performance in customer
experience. And when we sent an undercover-shopping team to visit 50 bank branches and contact
50 bank call centres, the analysis was confirmed: for lower-performing banks, the variability in
among different banks
experience was much higher among a typical bank’s branches than it was

themselves. Large banks typically faced the greatest challenge.

2. Emotional consistency

One of the most illuminating results of our survey was that positive customer-experience
emotions—encompassed in a feeling of trust
—were the biggest drivers of satisfaction and loyalty

34
in a majority of industries surveyed. We also found that consistency is particularly important to
forge a relationship of trust with customers:

for example, customers trusted banks that were in the top quartile of delivering consistent
customer journeys 30 percent more than banks in the bottom quartile.

What is also striking is how valuable the consistency-driven emotional connection is for customer
loyalty. For bank customers, “a brand I feel close to” and “a brand
that I can trust” were the top
drivers for bank differentiation on customer experience. In a world where research suggests that
fewer than 30 percent of customers trust most major financial brands, ensuring consistency on
customer journeys to build trust is important for long-term growth.

3. Communication consistency

A company’s brand is driven by more than the combination of promises made and promises kept.

What’s also critical is ensuring customers

recognize the delivery of those promises, which requires
proactively shaping communications and key messages that consistently highlight delivery as well
as themes. Southwest Airlines, for example, has built customer trust over a long period by
consistently delivering on its promise as a no-frills, low-cost airline. Similarly, Progressive
Insurance created an impression among customers that it offered lower rates than its competitors in
the period from 1995 to 2005 and made sure to highlight when it delivered on that promise.
Progressive also shaped how customers interpreted cost-reduction actions such as on-site
resolution of auto claims by positioning and reinforcing these actions as part of a consistent brand
promise that it was a responsive, technology-savvy company. In both cases, customer perceptions
of the brands reinforced operational realities. Such brands generate a reservoir of goodwill and
remain resilient on the basis of their consistency over time in fulfilling promises and their strong,
ongoing marketing communications to reinforce those experiences.

Becoming a company that delivers customer-journey excellence requires many things to be done
well. But we’ve found that there are three priorities. First, . For
take a journey-based approach
companies wanting to improve the customer experience as a means of increasing revenue and
reducing costs, executing on customer journeys leads to the best outcomes.

35
We found that a company’s performance on journeys is 35 percent more predictive of customer
satisfaction and 32 percent more predictive of customer churn than performance on individual
touchpoints. Since a customer journey often touches different parts of the organization, companies
need to rewire themselves to create teams that are responsible for the end-to-end customer journey
across functions. While we know there are an infinite number of journeys, there are generally three
to five that matter most to the customer and the business
—start your improvements there. To track
progress, effectiveness, and predict opportunities, you may need to retool both metrics and
analytics to report on journeys, not just touchpoint insights.

Second, fix areas where negative experiences are common

. Because a single negative
experience has four to five times greater relative impact than a positive one, companies should
focus on reducing poor customer experiences, especially in those areas in which customers come
into contact with the organization most often. For instance, training frontline service
representatives to identify and address specific customer issues through role playing and script
guidelines will go a long way toward engendering deeper customer trust.

Finally, do it now. Our research indicates that since 2009, customers are valuing an “average”
experience less and have even less patience for variability in delivery. In addition, companies that
experience inconsistency challenges often expend unnecessary resources without actually
improving the customer journey. Making additional investments to improve the customer
experience without tightening the consistency of experience is just throwing good money after
bad.

4.5 Customer Satisfaction

Satisfaction in 7 Steps

1. Encourage Face-to-Face Dealings

This is the most daunting and downright scary part of interacting with a customer. If you’re
not used to this sort of thing it can be a pretty nerve-wracking experience. Rest assured,
though, it does get easier over time. It’s important to meet your customers face to face at least
once or even twice during the course of a project.

36
My experience has shown that a client finds it easier to relate to and work with someone
they’ve actually met in person, rather than a voice on the phone or someone typing into an
email or messenger program. When you do meet them, be calm, confident and above all, take
time to ask them what they need. I believe that if a potential client spends over half the
meeting doing the talking, you’re well on your way to a sale.

2. Respond to MessagesPromptly & KeepYour Clients Informed

This goes without saying really. We all know how annoying it is to wait days for a response
to an email or phone call. It might not always be practical to deal with all customers’ queries
within the space of a few hours, but at least email or call them back and let them know
you’ve received their message and you’ll contact them about it as soon as possible. Even if
you’re not able to solve a problem right away, let the customer know you’re working on it.

A good example of this is my web host. They’ve had some trouble with server hardware
which has caused a fair bit of downtime lately. At every step along the way I was emailed
and told exactly what was going on, why things were going wrong, and how long it would be
before they were working again. They also apologised repeatedly, which was nice. Now if
they server had just gone down with no explanation I think I’d have been pretty annoyed and
may have moved my business elsewhere. But because they took time to keep me informed, it
didn’t seem so bad, and I at least knew they were doing something about the problems. That
to me is a prime example of customer service.

3. Be Friendly and Approachable

A fellow Site Pointer once told me that you can hear a smile through the phone. This is very
true. It’s very important to be friendly, courteous and to make your clients feel like you’re
their friend and you’re there to help them out.

There will be times when you want to beat your clients over the head repeatedly with a blunt
object – it happens to all of us. It’s vital that you keep a clear head, respond to your clients’
wishes as best you can, and at all times remain polite and courteous.

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4. Have a Clearly-Defined Customer Service Policy

This may not be too important when you’re just starting out, but a clearly defined customer
service policy is going to save you a lot of time and effort in the long run. If a customer has a
problem, what should they do? If the first option doesn’t work, then what? Should they

contact different people for billing and technical enquiries? If they’re not satisfied with any
aspect of your customer service, who should they tell?

There’s nothing more annoying for a client than being passed from person to person, or not
knowing who to turn to. Making sure they know exactly what to do at each stage of their
enquiry should be of utmost importance. So make sure your customer service policy is
present on your site — and anywhere else it may be useful.

5. Attention to Detail (also known as “The Little Niceties”

Have you ever received a Happy Birthday email or card from a company you were a client
of? Have you ever had a personalised sign-up confirmation email for a service that you could
tell was typed from scratch? These little niceties can be time consuming and aren’t always
cost effective, but remember to do them.Even if it’s as small as sending a Happy Holidays
email to all your customers, it’s something. It shows you care; it shows there are real people
on the other end of that screen or telephone; and most importantly, it makes the customer feel
welcomed, wanted and valued.

6. Anticipate Your Client’s Needs & Go Out Of Your Way

to Help Them Out

Sometimes this is easier said than done! However, achieving this supreme level of
understanding with your clients will do wonders for your working relationship.Take this as an
example: you’re working on the front -end for your client’s exci ting new ecommerce
endeavour. You have all the images, srcinals and files backed up on your desktop computer
and the site is going really well. During a meeting with your client he/she happens to mention
a hard-copy brochure their internal marketing people are developing. As if by magic, a couple
of weeks later a CD-ROM arrives on their doorstep complete with high resolution versions of
all the images you’ve used on the site. A note accompanies it which reads:

38
“Hi, you mentioned a hard -copy brochure you were working on and I wanted to provide you
with large-scale copies of the graphics I’ve used on the site. Hopefully you’ll be able to make
use of some in your brochure.”

Your client is heartily impressed, and remarks to his colleagues and friends how very helpful
and considerate his Web designers are. Meanwhile, in your office, you lay back in your chair
drinking your 7th cup of coffee that morning, safe in the knowledge this happy customer will
send several referrals your way.

7. Honour Your Promises

It’s possible this is the most important point in this article. The simple message: when you
promise something, deliver. The most common example here is project delivery dates.

Clients don’t like to be disappointed. Sometimes, something may not get done, or you might
miss a deadline through no fault of your own. Projects can be late, technology can fail and

Sub-contractors don’t always deliver on time. In this case a quick apology and assurance it’ll
be ready ASAP wouldn’t go amiss.

4.6 Advantages Of Customer

Customer Satisfaction
Satisfaction Surveys:-

Up-to-date feedback: Gather current customer feedback on various aspects of your

company. You can stay on top of customer trends through regularly scheduled online
surveys or email surveys, and receive instant customer feedback. It is always useful to
acquire insight into how your customers are currently reacting to all aspects of your
business.

Benchmark results: You can administer the same survey every so often to
customers to gain continued insight into your customers. Surveys can have the same

39
 questions, which will allow you to compare data over time and benchmark survey data
across previous years to determine if any changes need to be made.

Show that you care: Customers like to be asked for their feedback. It gives the
customer the perception that your company values them; is committed to keeping them as
a long-term customer; and bases business decisions on their feedback.

4.7 Disadvantages Of Customer Satisfaction Surveys:-

Too many surveys, so little time:Your customers are bombarded with online
surveys. Surveys may be simple to complete, however, some people simply don’t like to
complete them. Sending surveys too often can irritate customers and lead to customer
burnout. Customer burnout can result in low response rates or result in lower satisfaction
scores, despite your reputation for providing excellent products or services.

Privacy Issues: We live in a high-tech environment filled with daily doses of

unwanted junk email, email solicitations, and sales calls. When taking an online survey or a
phone survey (or any type of survey), it is hard for your customers to believe that they aren’t
being tracked. Because of insecurities of releasing private information, customers today are
hesitant in giving out information that may lead to more junk email and unwanted
calls. Make certain to assure customers that the information they provide in response to your
customer satisfaction surveys will not be used. Without this disclaimer, it may be difficult to

receive a good response rate.

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 CHAPTER 5:-RESEARCH METHODOLOGY

5.1 Introduction
Introduction Of Research Methodology :-

Research Methodology is a way to find out the result of a given problem on a specific
matter or problem that is also referred as research problem. In Methodology, researcher uses
different criteria for solving/searching the given research problem. Different sources use
different type of methods for solving the problem.

The process used to collect information and data for the purpose of making business
decisions. The methodology may include publication research, interviews, surveys and other
research techniques, and could include both present and historical information.

Methodology is the systematic, theoretical analysis of the methods applied to a field of study.
It comprises the theoretical analysis of the body of methods and principles associated with a
branch of knowledge.

Typically, it encompasses concepts such as philosophical or theoretical frameworks,

theoretical model, phases and quantitative or qualitative techniques.

A methodology does not set out to provide solutions - it is, therefore, not the same as a
method. Instead, a methodology offers the theoretical underpinning for understanding which
method, set of methods, or best practices can be applied to specific case, for example, to
calculate a specific result.

It has been defined also as follows:

1. "The analysis of the principles of methods, rules, and postulates employed by a discipline";

41
2. "The systematic study of methods that are, can be, or have been applied within a
discipline";
3. "The study or description of methods".
In Research Methodology, researcher always tries to search the given question systematically
in our own way and find out all the answers till conclusion. If research does not work
systematically on problem, there would be less possibility to find out the final result. For
finding or exploring research questions, a researcher faces lot of problems that can be
effectively resolved with using correct research methodology.

5.2 TITLE OF THE STUDY

“A STUDY ON CUSTOMER SATISFACTION FROM MARUTI SUZUKI VEHICLE

AND IT’
IT’S DEALER”

5.3 Introduction of Research Design

The research design refers to the overall strategy that you choose to integrate the different
components of the study in a coherent and logical way, thereby, ensuring you will effectively
address the research problem; it constitutes the blueprint for the collection, measurement,
and analysis of data.

A research design is the plan of a research study. The design of a study defines the study
type (descriptive, correlational, semi-experimental, experimental, review, meta-analytic) and
sub-type(e.g.,descriptive-longitudinal case study), research question, hypotheses, independent
and dependent variables, experimental design, and, if applicable, data collection methods and
a statistical analysis plan. Research design is the framework that has been created to seek
answers to research questions.

The research design shows that the researcher is able to tackle the research problem in a
coherent and explicit way.

42
5.3.1 DESIGN TYPES & SUB TYPES

There are many ways to classify research designs, but sometimes the distinction is artificial
and other times different designs are combined. Nonetheless, the list below offers a number
of useful distinctions between possible research designs.

Descriptive (e.g., case-study, naturalistic observation, survey)

Correlational (e.g., case-control study, observational study)
Semi-experimental (e.g., field experiment, quasi-experiment)
Experimental (experiment with random assignment)
Review (literature review, systematic review)
Meta-analytic (meta-analysis)

Other research types include action, causal, exploratory, historical, mixed-method and
philosophical research.

Sometimes a distinction is made between "fixed" and "flexible" designs. In some cases these
types coincide with quantitative and qualitative research designs respectively, though this
need not be the case. In fixed designs, the design of the study is fixed before the main stage
of data collection takes place. Fixed designs are normally theory driven; otherwise it is
impossible to know in advance which variables need to be controlled and measured. Often,
these variables are measured quantitatively. Flexible designs allow for more freedom during
the data collection process. One reason for using a flexible research design can be that the
variable of interest is not quantitatively measurable, such as culture. In other cases, theory
might not be available before one starts the research.

5.3.2 Type of data collected

There are two types of data used. They are primary and secondary data.

Primary data--Primaryresearch involves the collection of original primary data by

researchers. It is often undertaken after researchers have gained some insight into an issue by
reviewing secondary research or by analysing previously collected primary data.

Secondary data--Secondary datarefers to data that was collected by someone other than
the user. Common sources of secondary datafor social science include censuses,

43
information collected by government departments, organisational records and data that was
srcinally collected for other research purposes.

5.3.3 Research Method

“Descriptive research” is a study designed to depict the participants in an accurate way.

More simply put, descriptive research is all about describing people who take part in the
study.

There are three ways a researcher can go about doing a descriptive research project, and they
are:

Observational, defined as a method of viewing and recording the participants

Case study, defined as an in-depth study of an individual or group of individuals
Survey, defined as a brief interview or discussion with an individual about a specific
topic

Observational

Observational studies are all about watching people, and they come in two flavours.
Naturalistic, also known as field observation is a study where a researcher observes the
subject in its natural environment.

Survey

A survey comes in different flavours, be it interviewing people face to face or handing out
questionnaires to fill out. The main difference between surveys and observations is that in a

survey, you don’t watch people; you ask them about themselves.

5.4 SAMPLING

Sampling is a process used in statistical analysis in which a predetermined number of

observations are taken from a larger population. The methodology used to sample from a
larger population depends on the type of analysis being performed, but may include simple
random sampling or systematic sampling.

44
5.5 Sample Size

The sample size for the survey conducted was 60 Respondents.

PLAN OF ANALYSIS

Tally marks and tables were used for the analysis of the collected data. The data is also neatly
presented with the help of statistical tools such as excel, graphs and pie charts. Percentages
and averages have also been used to represent data clearly and effectively.

CHAPTER 6:- DATA ANALYSIS AND

INTERPRETATIONS (using various charts and
and graphs )
TABLE NO. 1:-

45
 WHICH MODEL MARUTI CAR DO YOU OWN …….?

CAR MODELS RESPONDENTS PERCENTAGE

ALTO K 10 1 2%
OMNI 1 2%
ALTO 800 2 3%
CELERIO 1 2%
WAGON-R 6 10%
SWIFT 10 16%
SWIFT DESIRE 4 7%
A-STAR 1 2%
SX – 4 1 2%
RITZ 3 5%
ERTIGA 3 5%
S-CROSS 2 3%
BALENO 1 2%
STINGRAY 4 7%
BREZZA 9 15%
GYPSY 4 7%
CIAZ 7 10%
TOTAL 60 100%

Interpretation:-

From the above chart , we find that mainly customer feel that10% wagon-r & ciaz they own,
15% brezza they own, highest from the above chart is 16% swift they own. Remaining
customer feel that 2%, 3%, 5%,7% they own the maruti car. Therefore , it is clear that 16% of
the customer feel that they own the model of maruti swift mainly, on the other hand 15%
which is 1% less customer feel that they own the breeza which is new model launched by
maruti as well.

TABLE NO. 2

HOW DID YOU COME TO KNOW ABOUT MARUTI CAR……?

46
MODES RESPONDENTS PERCENTAGE
NEWSPAPERS 19 31%
MAGAZINES 6 10%
TV ADS 16 27%

FRIENDS/RELATIVES 16 27%
ANY OTHER 3 5%
TOTAL 60 100%

INTERPRETATION:-

From the above chart, we find that 31% of the customer known by newspaper, 10% of the
customer known by magazines, 27% of the customer known by TV ads, 27% of the customer
known by friends/relatives & 5% of the customer known by any other sources.

Therefore, it is clear that 31% of the customer come to know about maruti car by newspaper
only this means that customer has the habit of reading daily to stay up to date with the
automobile industry as well.

TABLE NO. 3:-

WHAT ATTRACTED /PROMPTED YOU TO BUY MARUTI AMONG ALL OTHER

BRANDS…..?

TRAITS RESPONDENTS PERCENTAGE

BRAND IMAGE 14 23%
SERVICE NETWORK 17 28%

PRICE 19 32%

MILEAGE 10 17%
TOTAL 60 100%

Interpretation:-

From the above chart , we find that23% of the customer attracted by brand image,28% of the
customer attracted by service network, 32% of the customer attracted by price & 17% of the
customer atracted by mileage.

47
Therefore, it is clear that 32% of the customer attracted by price this means price of the
maruti car is reasonable , it is in the budget of the customer i.e., affordable.

Table no. 4;-

WHAT ARE THE FEATURES ATTRACTED YOU TO BUY THE CAR YOU OWNING…..?

TRAITS RESPONDENTS PERCENTAGE

SUITS MY NEED 11 18%

EASY MAINTENANCE 12 20%

TRUST WORTHY 6 10%

FUEL EFFICIENT 7 12%
GOODS FOR INDIAN ROADS 7 12%
ALL THE ABOVE 17 28%
TOTAL 60 100%

Interpretation:-

From the above chart , we find that 18% of the customer attracted towards suits my needs,
20% of the customer attracted towards easy maintenance,10% of the customer attracted
towards trust worthy, 12% of the customer attracted towards fuel efficient & goods for indian
roads, 28% of the customer attracted towards all the above.
Therefore , it is clear that 28 % of the customer attracted towards the features of maruti all the
above as well that means maruti has all the traits which customer supposed to want while
purchasing any kind of vehicle.

Table No.5:-

WHO INFLUENCED IN BUYING THE CAR YOU OWN…….?

INFLUENCOR RESPONDENTS PERCENTAGE

YOURSELF 29 48%

48
 FAMILY 18 30%

FRIENDS 10 17%
ADVERTISEMENT 3 5%
TOTAL 60 100%

Interpretation :-
From the above the chart , we find that 48% of the customer are influenced for buying by
yourself, 30% of the customer are influenced for buying by family, 17% of the customer are
influenced for buying by friends , 5% of the customer are influenced for buying by
advertisement.

Therefore, it is clear that ,48% of the customer are influenced for buying by yourself this
means customer are not dependent on other’s decision take their decision on its own without
any permission of others.

TABLE NO 6:-

HOW DO YOU FEEL

FEEL ON MARUTI QUALITY AND TECHNOLOGY…..?

MOODS RESPONDENTS PERCENTAGE

VERY SATISFIED 28 47%

SATISFIED 30 50%

INDIFFERENT 2 3%
DIS-SATISFIED 0 0%

TOTAL 60 100%

Interpretation:-

From the above chart, we find that 47% of the customer feel that they are very satisfied by
maruti quality & technology, 50% of the customer feel that they are satisfied by maruti
quality & technology, 3% of the customer feel that they are indifferent by maruti quality &
technology, 0% of the customer feel that they are dis-satisfied by maruti quality &
technology.

Therefore, it is clear that 50% of the customer feel that they are satisfied by maruti quality &
technology that means maruti quality & technology is up to date , so more sales , wider
choice are there, to kept in the market for Long duration.

TABLE NO. 7:-

49
 HOW DO YOU FEEL ABOUT YOUR MARUTI IS LUXURY AND SPACIOUS……?

MOODS RESPONDENTS PERCENTAGE

VERY SATISFIED 26 43%

SATISFIED 30 50%
INDIFFERENT 4 7%
DIS-SATISFIED 0 0%

TOTAL 60 100%

Interpretation:-

From the above chart , we find that 43% of the customer feel thatthey are very satisfied by
maruti is luxury & spacious, 50% of the customer feel that they are satisfied by maruti is
luxury & spacious, 7% of the customer feel that they are indifferent by maruti is luxury &
spacious, 0% of the customer feel that they are dis-satisfied by maruti is luxury & spacious.

Therefore, it is clear that 50% of the customer feel that they are satisfied that maruti is luxury
& spacious that means not only from outside maruti seems to be luxury but it raise their
standard if living as well , actually maruti is luxury & spacious as well.

TABLE NO. 8:-

PRICE OF YOUR MARUTI VEHICLE…….?

RANGE RESPONDENTS PERCENTAGE

HIGH 3 5%
REASONABLE 40 67%
LOW 17 28%

TOTAL 60 100%

Interpretation:-

From the above chart ,we find that 5% of the customer feel that price of the maruti vehicle
are high , 67% of the customer feel that price of the maruti vehicle are reasonable, 28% of the
customer feel that price of the maruti vehicle are low.

50
Therefore , it is clear that 67% of the customer feel that price of the maruti vehicles are
resonable i.e., affordable , middlev level customer can also buy it without any kind of
difficulty.
TABLE NO. 9:-

PRICE OF SPARE PARTS TO YOUR MAUTI………?

RANGE RESPONDENTS PERCENTAGE

HIGH 0 0%

REASONABLE 40 67%
LOW 20 33%

TOTAL 60 100%

Interpretation:-

From the above chart ,we find that 0% of the customer feel that price of the spare parts of
Maruti is high , 67% of the customer feel that price of the spare parts of Maruti is reasonable ,
33% of the customer feel that price of the spare parts of Maruti is low.

Therefore, it is clear that 67% of the customer feel that not only the prices of vehicle are
reasonable but as well as price of spare parts are also reasonable i.e., no difficulty in case of
any wear and tear of assets.

TABLE NO. 10.

CONVIENT OF SERVICE NETWORK…….?

MODES RESPONDENTS PERCENTAGE

VERY CONVENIENT 40 67%

MODERATE CONVENIENT 20 33%

IN-CONVENIENT 0 0%

TOTAL 60 100%

Interpretation:-
From the above chart , we find that 67% of the customer feel that maruti service network is
very convenient, 33% of the customer feel that maruti service network is moderate
convenient, 0% of the customer feel that maruti service network is In-convenient.

51
Therefore, it is clear that 67% of the customer feel that maruti service network is very
convenient that means in case of any difficulty they easily sort out, understanding as well.

TABLE NO. 11:-

CAR FOR…….?
MAIN PURPOSE OF THAT YOU WILL USE YOUR

PURPOSES RESPONDENTS PERCENTAGE

OFFICE 25 42%
FAMILY 32 53%
LONG DRIVES 2 3%

SHOPPING 1 2%

TOTAL 60 100%

Interpretation:-

From the above chart, we find that 42% of the customer buy the car for office, 53% of the
customer buy the car for family,3% of the customer buy the car for long drives, 2% of the
customer buy the car for shopping.

Therefore, it is clear that 53% of the customer feel that their main purpose is to buy the car is
for fulfilling the needs & wants of the family.

TABLE NO. 12:-

HOW LONG YOU WILL USE THIS VEHICLE…….?

AGE GROUPS RESPONDENTS PERCENTAGE

1-2 Yrs 18 30%
2-4 Yrs 30 50%

4-8 Yrs 8 13%

8 Yrs & above 4 7%
TOTAL 60 100%

Interpretation:-
From the above chart , we find that 30% of the customer will use their vehicle for 1-2 yrs. ,
50% of the customer will use their vehicle for 2-4 yrs. , 13% of the customer will use their
vehicle for 4-8 yrs. , 7% of the customer will use their vehicle for 8 yrs. – above.

52
Therefore, it is clear that 50% of the customer will use their vehicle for 2-4 yrs. that means
they are loyal towards as well as they are very eager to use how long it will be beneficial or
helpful.

TABLE NO.13:-
HOW DO YOU FEEL WHEN YOU DRIVE YOURS MARUTI CAR……?

MOODS RESPONDENTS PERCENTAGE

MORE COMFORTABLE 28 47%

COMFORTABLE 30 50%
LESS COMFORTABLE 2 3%
UNCOMFORTABLE 0 0%
TOTAL 60 100%

Interpretation:-
From the above the chart, we find that 47% of the customer feel that when they drive maruti
cars they feel more comfortable, 50% of the customer feel that when they drive maruti cars
they feel comfortable , 3% of the customer feel that when they drive maruti cars they feel
less comfortable , 0% of the customer feel that when they drive maruti cars they feel more
un-comfortable.Therefore, it is clear that 50% of the customer feel comfortable when they
drive the car of maruti that means they all are like the cars of maruti which give them more
soothing & relaxation.

TABLE NO. 14:-

HOW DO YOU RATE THE OVER ALL PERFORMANCE OF THE CAR COMPARED TO
OTHERS……..?

RATINGS RESPONDENTS PERCENTAGE

EXCELLENT 32 53%

GOOD 16 27%

AVERAGE 12 20%
BELOW AVERAGE 0 0%

TOTAL 60 100%

Interpretation:-
From the above chart , we find that 53% of the customer feel excellent when they compared
the overall performance the car with others, 27% of the customer feel good when they

53
compared the overall performance the car with others, 20% of the customer feel average
when they compared the overall performance the car with others, 0% of the customer feel
below average when they compared the overall performance the car with others.

Therefore, it is clear that 53% of the customer feel excellent when they compared the overall

performance of the car with others that means customer before using this car they also have
an experience of other car too , so he/she can easily compare without any type of difficulty.

TABLE NO. 15:-

PLEASE RANK THE MILEAGE OF THE CAR WHEN COMPARED TO OTHERS

CARS……?

RANKINGS RESPONDENTS PERCENTAGE

VERY GOOD 37 62%

GOOD 20 33%

AVERAGE 3 5%
BLEOW AVERAGE 0 0%

TOTAL 60 100%

Interpretation:-
From the above chart , we find that 62% of the customer feel that their mileage is also very
good as compare to other cars , 33% of the customer feel that their mileage is also good as
compare to other cars , 5% of the customer feel that their mileage is also average as compare
to other cars , 0% of the customer feel that their mileage is also below average as compare to
other cars.

Therefore, it is clear that 62% of the customer feel that their mileage is also very good as well
as their features as well.

TABLE NO. 16:-

DO YOU GET INFORMATION ABOUT THE FREE SERVICE OFFERED BY THE COMPANY FROM TIME TO

54
 TIME……?

OPTIONS RESPONDENTS PERCENTAGE

YES 50 83%

NO 10 17%
TOTAL 60 100%

Interpretations:-
From the above chart, we find that 83% of the customer feel that they will get the information
about the free services offered by the company from time to time , 17% of the customer feel
that they will not get the information about the free services offered by the company from
time to time.

Therefore, it is clear that 83% of the customer are fully aware about the services , schemes ,
discounts & many more services of the company, sometimes they also eager to know what’s
is prevailing in the company.

TABLE NO.17:-
HOW DO YOU FEEL ON RANAAUTO COMPANY DEALERSHIP FACILITY……..?

RATINGS RESPONDENTS PERCENTAGE

OUTSTANDING 20 33%

ACCEPTABLE 28 47%

AVERAGE 12 20%

UNACCEPTABLE 0 0%

TOTAL 60 100%

Interpretation:-
From the above chart, we find that 33% of the customer feels that RANA auto company
dealership facility is outstanding, 47% of the customer feel that RANA auto company
dealership facility is acceptable, 20% of the customer feel that RANA auto company
dealership facility is average, 33% of the customer feel that RANA auto company dealership
facility is unacceptable.

55
Therefore, it is clear that 47% of the customer feels that RANA auto company dealership is
acceptable because they provide timely services, handling queries, up –to- date technology;
their way of working is brilliant.

TABLE NO.18:-

IS VEHICLE DELIVERED ON TIME………..?

OPTIONS RESPONDENTS PERCENTAGE

YES 57 95%
NO 3 5%
TOTAL 60 100%

Interpretation:-
From the above chart, we find that 95% of the customer feels that their vehicle is delivered on
time, 5% of the customer feel that their vehicle is not delivered on time.

Therefore, it is clear 95% of the customer feel that their vehicle is delivered on time i.e.,
whenever there is a problem in the vehicle can be delivered before time by the call we can
take our vehicle from the centre.

TABLE NO.19:-
AT THE DEALERSHIP…….?
HOW IS THE PERFORMANCE OF THE EXECUTIVES DEALERSHIP…….?

RATINGS RESPONDENTS PERCENATGE

EXCELLENT 20 34%

GOOD 26 43%

O.K. 14 23%

POOR 0 0%

TOTAL 60 100%

Interpretation:-From the above chart , we find that 34% of the customer feel that the
performance of the executives at the dealership is Excellent, 43% of the customer feel that the
performance of the executives at the dealership is Good, 23% of the customer feel that the

56
performance of the executives at the dealership is O.K., 0% of the customer feel that the
performance of the executives at the dealership is Poor.

Therefore , it is clear that 43% of the customer feel that the performance of that executive at
the dealership is good that means they know each & Everything about customer queries ,
problem etc.

TABLE NO. 20:-

BASED ON YOUR OVERALL EXPERIENCE WILL YOU LIKE TO PURHASE OR REFER
THIS BRAND/DEALER TO ANY OTHER PERSON……..?

OPTIONS RESPONDENTS PERCENTAGE

DEFINITELY 45 75%

MAY BE 15 25%

NEVER 0 0%

TOTAL 60 100%

Interpretation:-
From the above chart , we find that 75% of the customer feel that their overall experience will
like to or refer this brand/dealer to any other person,25% of the customer feel that their
overall experience will like to or refer this brand/dealer to any other person,0% of the
customer feel that their overall experience will like to refer this brand/ dealer to any other
person.

Therefore , it is clear that 75% of the customer based upon his/her overall experience can
also refer this brand/dealer to any person definitely, because they want others also use it & to
take the benefit

Chapter 7:-

57
 Findings and Conclusions

7.1 Findings:-

By this project researcher found that maruti services , schemes , brand name , facilities ,

take care , prices , spare parts all the things are very brilliant for the customer as well as
employees of the company.

By this survey researcher also found that to meet the targets i.e., produce the cars as per
customer desire & wants , so as to wider choice in the market.
16% of the customer feel that they own the maruti swift i.e., from among the other brands
they mainly opt this model & next go for Breeza i.e., new model.
31% of the customer come to know about maruti car by newspaper 1.e., they also has a
habit to know about automobile industry, what is prevailing in the environment.
32% of the customer attracted by price that means its price is easily affordable by middle
level customer as well.
28% of the customer attracted towards their features that means this brand has all the
traits which customer wants.
48% of the customer are buying this brand of car by yourself, that means he/she know
what they want or not, not dependent on others.
Prices of maruti are reasonable that can be easily affordable by everyone without much
thinking for buying.
50% of the customer feels that maruti quality & technology are best among the other
brands.
50% of the customer feels that maruti brand is luxury & spacious to raise their standard of
living among the other brands of cars as well.
67% of the customer feels that not only price of vehicles as well spare parts are also
reasonable easily affordable.
67% of the customer feels that maruti service network is very convenient.
Researcher found that 53% of the customer’s main purpose to buy the car for their
family’s needs & wants.

58
Research found that 50% of the customer use this vehicle for 2-4 years only after that
they want to switch off for other brands, also they saw how long it will work i.e., maruti
reliable or not.
50% of the customer feels that comfortable while driving maruti car.
53% of the customer feels that as their performance is concern is best in comparison to
others.
62% of the customer feel that their mileage is good that means petrol saving & reach at
the destination in minimum time span.
Research found that 43% of the customer feel that performance executives is also good ,
helpful , understanding etc.
47% of the customer feels that Rana auto company dealership is acceptable that can be
easily accepted by everyone.
95 % of the of the customer view that their delivery is on time without any difficulty.
By this project, researcher found that upon the overall experience 75% of the customer
also refer this brand & dealership to others as well .

59
7.2 Conclusion:-
Most of the buyers are professionals and business people using the Maruti cars

Most of the respondents are saying that main reasons for buying Maruti are trust worthy
and good for Indian roads.

About 97% of the respondents are satisfied with the quality & technology.

About 96% of the customers are satisfied with luxury & spacious.

About 94% the customers feel that the price of vehicle is affordable

99% of the respondents are highly satisfied with service network of Maruti.

45% of the respondents use their vehicle to take their family out and 44% use for going
to office.

Many of the Maruti car buyers are high middle class people, like to keep there Vehicle
4years above. But professionals and business people like to change there Vehicle after
2years.

Many of the respondents are satisfied with regard to mileage.

75% of the respondents are satisfied with overall performance of the vehicle and 25% of
the users are constant.

80% of the respondents said that the vehicle is delivering on time and 20% of the
respondents are not satisfied with vehicle delivery.

70% of the respondents said the performance of the executives was good, 23% of the
respondents said ok.

95% of customers feel that they are getting information regarding free service provided
by the Maruti.

98% of the respondents are saying that Rana auto company performance is Outstanding.
NAINITAL Auto Company is delivering the vehicle on promised time.

60
 BIBLIOGRAPHY & REFERENCES

BIBLIOGRAPHY
https://www.google.co.in/?ion=1&espv=2#q=A+project+report+on+customer+satisfaction+o

f+maruti+suzuki

https://www.scribd.com/doc/16558383/Customer-Satisfaction-of-Maruti

https://www.scribd.com/doc/21555444/Project-on-Maruti-Suzuki

https://www.scribd.com/document/60760833/A-Project-Reportonmaruti-Suzuki

https://www.scribd.com/document/286290553/Maruti-Udyog-Limted-Study-of-Marketing-
Strategies-1

http://djay96.yolasite.com/resources/customer%20satisfaction%20toward%20maruti%20suzu
ki.pdf

https://www.google.co.in/?ion=1&espv=2#q=A+project+report+on+customer+satisfaction+o
f+maruti+suzuki

http://www.sify.com/finance/maruti-will-play-a-significant-role-in-future-suzuki-news-auto-
jegrAKgafhbsi.html

https://www.cartrade.com/car-bike-news/maruti-suzuki-s-future-plans-include-segment-
diversification-121264.html

http://seminarprojects.com/s/future-scope-of-maruti-suzuki

http://www.marutisuzuki.com/company-at-a-glance.aspx

61
https://www.google.co.in/search?q=future+scope+of+maruti+suzuki&espv=2&biw=712&bih
=858&source=lnms&tbm=isch&sa=X&ved=0ahUKEwjBz8K-
xPrOAhXGPI8KHf46DLAQ_AUIBygC&dpr=1

https://www.google.co.in/search?q=future+scope+of+maruti+suzuki&espv=2&biw=712&bih
=858&source=lnms&tbm=isch&sa=X&ved=0ahUKEwjBz8K-
xPrOAhXGPI8KHf46DLAQ_AUIBygC&dpr=1

https://en.wikipedia.org/wiki/Maruti_Suzuki

REFERENCES

Rana Auto Company Dealership Of Maruti Suzuki reading material.

62
 Annexure
QUESTIONAIRE

Dear Sir/ Mam,

I am the student of IP University, pursuing my MBA, conducting a SURVEY ON MARUTI.

I look forward to your support in this academic year. Kindly spend a few minutes of your
valuable time and fill in this questionnaire. All the information provided by you will be used
only for academic purposes and will be strictly confidential.

PERSONAL DETAILS:-

Name:……………………………………………

Profession:……………………………………….

Address:……………………………………..

………………………………………..

Q1. Which model MARUTI car do you own……………..?

Alto k 10 ( )
Omni ( )
Alto 800 ( )
Celerio ( )
Wagon-R ( )
Swift ( )
Swift Desire ( )
A-Star ( )
Sx-4 ( )
Ritz ( )
Ertiga ( )
S-cross ( )

63
 Baleno ( )
Stingray ( )
Brezza ( )
Gypsy ( )
Ciaz ( )

Q2. How did you come to know about MARUTI cars……..?

Newspapers ( )
Magazines ( )
TV ads ( )
Friends /Relatives ( )
Any other…………………..

Q3. What attracted / prompted you to buy MARUTI among all other

brands………..?
Brand image ( )
Service network ( )
Price ( )
Mileage ( )

Q4. What are the features attracted you to buy the car you owning……?

Suits my need ( )
Easy maintenance ( )

Trust worthy ( )
Fuel efficient ( )
Good for Indian roads ( )

Q5. Who influenced in buying the car you own…………….?

Your self ( )
Family ( )
Friends ( )

64
 Advertisement ( )

Q6. How do you feel

feel on MARUTI quality and technology……….?

Very satisfied ( )
Satisfied ( )
Indifferent ( )
Dis-satisfied ( )

Q7. How do you feel about your MARUTI is luxury and spacious…….?
spacious…….?

Very satisfied ( )
Satisfied ( )
Indifferent ( )
Dis-satisfied ( )

Q8. Price of your MARUTI vehicle………..?

High ( )
Reasonable ( )
Low ( )

Q9. Price of spare parts to your MARTUTI……..?

High ( )
Reasonable ( )
Low ( )

Q10. Convenient of service network………..?

Very convenient ( )
Moderate convenient ( )
Inconvenient ( )

Q11. Main purpose of that you will use your car for………..?

Office ( )
Family ( )

65
 Long drives ( )
Shopping ( )

Q12. How long you will

w ill use this vehicle………..?

1-2 Yrs. ( )
2-4 Yrs. ( )
4-8 Yrs. ( )
8 Yrs. & above ( )
Q13. How do you feel when you drive yours MARUTI car………?
More comfortable ( )
Comfortable ( )
Less comfortable ( )
Uncomfortable ( )

Q14. How do you tare the over all performance of the car compared to oth
ers………..?

Excellent ( )
Good ( )
Average ( )
Below average ( )

Q15. Please rank the mileage ofthe

ofthe car when compared to other cars………………….?

Very good ( )
Good ( )
Average ( )
Below average ( )

Q16. Do you get information about the free service offered by the company from time to
time………?

Yes ( )
No ( )

66
Q17.
Q17 H ……………?
What do youl think on NAINITAL MOTORS dealership facility……………?

Outstanding ( )
Acceptable ( )
Average ( )

Unacceptable ( )

Q18. Is vehicle delivered

delivered on time………….?

Yes ( )
No ( )

Q19. How is the performance of the executives at the dealership……………….?

Excellent ( )
Good ( )
O.K. ( )
Poor ( )

Q20. Based on your overall experience will you like to purchase or refer this
brand/dealer to any other person………..?

Definitely ( )
May Be ( )
Never ( )

67