Bba Maruti

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A PROJECT REPORT ON CUSTOMER SATISFACTION SURVEY OF MARUTI SUZUKI INDIA LIMITED” In partial fulfillment for the award of the degree of BBA UNDER THE SUPERVISION OF MR. KESHAV KUMAR GUPTA (Assistant professor, IIMT) SUBMITTED TO: GGSIPU SUBMITTED BY: TARUN VERMA ENROLLMENT NO.: 04321001711 BBA (GEN 5) 3 RD YEAR IDEAL INSTITUTE OF MANAGEMENT AND TECHNOLOGY 1

Transcript of Bba Maruti

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A PROJECT REPORT ON

“CUSTOMER SATISFACTION SURVEY OF MARUTI SUZUKI INDIA LIMITED”

In partial fulfillment for the award of the degree of BBA

UNDER THE SUPERVISION OF

MR. KESHAV KUMAR GUPTA

(Assistant professor, IIMT)

SUBMITTED TO: GGSIPU SUBMITTED BY: TARUN VERMA

ENROLLMENT NO.: 04321001711

BBA (GEN 5) 3RD YEAR

IDEAL INSTITUTE OF MANAGEMENT AND TECHNOLOGY

16 X, Karkardooma Institutional Area, Delhi - 110092, Delhi

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Acknowledgment

I would like to convey my thanks to Mr. KESHAV KUMAR GUPTA (Assistant professor, IIMT), for his help and guidance in the completion of my practical file. I would also like to thank most respectable Mr. A.P SHARMA respectable Director and Principal Sir of IIMT, without their motivation and guidance, this practical work may not be possible.

It is only due to their efforts that the practical work could be completed successfully. This practical file is to be submitted as a part of practical examination included in BBA curriculum of GURU GOBIND SINGH INDRAPRASTHA UNIVERSITY.

NAME: TARUN VERMA

ENROLMENT NO.: 04321001711

COURSE: BBA GEN 5

CERTIFICATE FROM GUIDE

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This is to certify that TARUN VERMA (04321001711) pursuing BBA (Gen) from IDEAL INSTITUTE OF MANAGEMENT AND TECHNOLOGY has completed this project work title “CUSTOMER SATISFACTION OF MARUTI SUZUKI LTD.” under my supervision and guidance. he has taken care of all necessary aspects and shown interest and utmost sincerity during the completion of the practical file to my full satisfaction.

I certify that the practical work is up to my expectations and as per the guidance laid down by the GURU GOBIND SINGH INDRAPRASTHA UNIVERSITY.

MR. KESHAV KUMAR GUPTA

(Assistant Professor, IIMT)

DECLARATION3

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I hereby certify that the project report entitled on “CUSTOMER SATISFACTION OF MARUTI SUZUKI LTD.” Submitted in partial fulfillment of the requirement for the award Degree of Bachelor in Business administration to GURU GOBIND SINGH INDRAPRASTHA UNIVERSITY Delhi is my original work and not submitted or the award of any other degree, diploma, fellowship, or any other similar title or prizes.

NAME: TARUN VERMA

ENROLLMENT NO: 04321001711

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S.NO. CONTENTS PAGE NO.

1 Chapter - 1: Company Profile 6 - 23

2 Chapter - 2 : Product & Services Of Maruti

Suzuki

24 - 33

3 Chapter 3 - Industry Growth 34 – 41

4 Chapter 4 – Strategic Goals Of Maruti

Suzuki

42 - 53

5 Chapter 5 – Objective & Scope Of Project

Work

54 57

6 Chapter 6 – Research Methadology 58 - 62

7 Chapter 7 – Finding & Analysis 63 - 78

8 Chapter 8 – Suggestions &

Recommendations

79 - 80

9 ANNEXURE 81 - 83

10 BIBLIOGRAPHY 84 - 85

INDEX

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CHAPTER 1

COMPANY PROFILE

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1.1 INTRODUNCTION

Maruti Suzuki India Ltd.

Maruti Suzuki India limited (MARUTI SUZUKI INDIA LIMITED) was established in Feb 1981 through an Act of Parliament, to meet the growing demand of a personal mode of transport caused by the lack of an efficient public transport system. It was established with the objectives of - modernizing the Indian automobile industry, producing fuel efficient vehicles to conserve scarce resources and producing indigenous utility cars for the growing needs of the Indian population. A license and a Joint Venture agreement were signed with the Suzuki Motor Company of Japan in Oct 1983, by which Suzuki acquired 26% of the equity and agreed to provide the latest technology as well as Japanese management practices. Suzuki was preferred for the joint venture because of its track record in manufacturing and selling small cars all over the world. There was an option in the agreement to raise Suzuki’s equity to 40%, which it exercised in 1987. Five years later, in 1992, Suzuki further increased its equity to 50% turning Maruti into a non-government organization managed on the lines of Japanese management practices.

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Mr. Tsuneo Ohashi

Director and Managing Executive Officer (Production)

      

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

       

Chairman Managing Director and CEO Director

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Maruti created history by going into production in a record 13 months. Maruti is the highest volume car manufacturer in Asia, outside Japan and Korea, having produced over 5 million vehicles by May 2005. Maruti is one of the most successful automobile joint ventures, and has made profits every year since inception till 2000-01. In 2000-01, although Maruti generated operating profits on an income of Rs 92.5 billion, high depreciation on new model launches resulted in a book loss.

1.2 HISTORY

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

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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.

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.

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 sold1, 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. Swift has been a great success in the market .In 2007Maruti came up with SX4 and Grand Vitara.

Maruti Udyog Limited (MUL) has been one of the few successful government enterprises. For bringing latest technology to India, Suzuki Motor Company of Japan was chosen from seven other prospective partners worldwide. Suzuki was picked not only to its undisputed leadership in small cars but also for bringing to MUL contemporary technology and Japanese management practices that had catapulted it to be major auto manufacturing country.

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In 2001, MUL was awarded an ISO 9000:2000 certificate. The production/ R&D of Maruti is spread across 297 acres with 3 fully integrated production facilities. The company has already rolled out 4.3 million vehicles. With range of 11 models in 50 variants, Maruti Suzuki has a vehicle for every consumer. 

The three declared objectives of MUL are modernization of the Indian Automobile Industry, Production of fuel-efficient vehicles to conserve scarce resources, and Production of large number of motor vehicles.

1.3 JOINT VENTURES Maruti Suzuki's A-Star vehicle during its unveiling Pragati Maidan, Delhi. A-Star, Suzuki's fifth global car model, was designed and is made only in India. Besides being Suzuki's largest subsidiary in terms of car sales, Maruti Suzuki is also Suzuki's leading research and development arm outside Japan.

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

Initially R.C. Bhargava, was the managing director of the company since the inception of the joint venture. Till today he is regarded as instrumental for the success of Maruti Suzuki. Joining in 1982 he held several key positions in the company before heading the company as Managing Director. Currently he is on the Board of Directors. After completing his five year tenure, Mr. Bhargava later assumed the office of Part-Time Chairman. The Government nominated Mr. S.S.L.N. Bhaskarudu as the Managing Director on 27 August 1997. Mr. Bhaskarudu had joined Maruti Suzuki in 1983 after spending 21 years in the Public sector undertaking Bharat Heavy Electricals Limited as General Manager. Later in 1987 he was promoted as Chief General Manager, 1988 as Director, Productions and Projects, 1989 Director, Materials and in 1993 as Joint Managing Director.

Suzuki Motor Corporation didn't attend the Annual General Meeting of the Board with the reason of it being called on a short notice. Later Suzuki Motor Corporation went on

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record to state that Mr. Bhaskarudu was "incompetent" and wanted someone else. However, the Ministry of Industries, Government of India refuted the charges. If Maruti Suzuki would have been able to indigenize gear boxes then Maruti Suzuki would have been able to manufacture all the models without the technical assistance from Suzuki. Till today the issue of localization of gear boxes is highlighted in the press.

Partner for the joint venture

Sanjay Gandhi owned the Maruti Technical Services Limited, which ran into trouble and was liquidated. After the death of Sanjay Gandhi, the Indira Gandhi government assigned a delegation of Indian technocrats to hunt for a collaborator for the project. Initial rounds of discussion were held with the giants of the automobile industry in Japan including Toyota, Nissan and Honda. Suzuki Motor Corporation was at that time a small player in the four wheeler automobile sector and had major share in the two wheeler segment. Suzuki's bid was considered negligible.

While the major companies were personally represented in the initial rounds of discussion, Osamu Suzuki, Chairman and CEO of the company ensured that he was present in all the rounds of discussion. Osamu in an article writes that it subtly massaged their (Indian delegation's) egos and also convinced them about the sincerity of Suzuki's bid. Suzuki in return received a lot of help from the government in such matters as import clearances for manufacturing equipment (against the wishes of the Indian machine tool industry then and its own socialistic ideology), land purchase at government prices for setting up the factory Gurgaon and reduced or removal of excise tariffs. This ensured that Suzuki conscientiously nursed Maruti Suzuki through its infancy to become one of its flagship ventures

1.4 INDUSTRIAL RELATIONSFor most of its history, Maruti Udyog Limited had relatively few problems with its labor force. Its emphasis of a Japanese work culture and the modern manufacturing process, first instituted in Japan in the 1970s, was accepted by the workforce of the company without any difficulty. But with the change in management in 1997, when it became predominantly government controlled for a while, and the conflict between the United Front Government and Suzuki may have been the cause of unrest among employees. About this time, the NDA government, following a disinvestments policy, proposed to sell part of its stake in Maruti Suzuki in a public offering. The Staff union opposed this

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sell-off plan on the grounds that the company will lose a major business advantage of being subsidized by the Government.

The standoff with the management continued to December with a proposal by the management to end the two-month long agitation rejected with a demand for reinstatement of 92 dismissed workers, with four MUL employees going on a fast-unto-death. In December the company's shareholders met in New Delhi in an AGM that lasted 30 minutes. At the same time around 1500 plant workers from the MUL's Gurgaon facility were agitating outside the company's corporate office demanding commencement of production linked incentives, a better pension scheme and other benefits. The management has refused to pass on the benefits citing increased competition and lower margins.

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1.5 MAJOR ACHEIVEMENTS

2010 Maruti Suzuki manufactures 10 lakh units in 2009-10. 2009 Maruti Suzuki Swift becomes fastest to reach 3-lakh milestone.

Maruti Suzuki A-star breaks own record of fuel efficiency. Maruti Suzuki wins 'Golden Peacock Eco-Innovation Award'. Haryana allots 700 acres to Maruti Suzuki for hi-tech R&D complex at Rohtak. Maruti Suzuki ships out 100000th A-star in less than a year. ICSI awards top honors to Maruti Suzuki for corporate governance.

2008 Maruti Suzuki becomes the first Indian car company to export half a million cars. Maruti Suzuki Ranks Highest in Automotive Customer Satisfaction in India For Ninth Consecutive Year. Maruti Suzuki moves A-star for Europe on Auto Wagons. Maruti Suzuki displays Fuel Efficiency of its 12 brands from the New Year.

2007 Maruti Alto becomes first car in India to cross 2 lakh domestic sales in a fiscal. Maruti Suzuki MD conferred a Doctorate (Honorary) by London Metropolitan University. Global launch of Concept Car from Maruti Suzuki Maruti’s highest ever sales.

2006 UGS Asia Pacific PLM Excellence Award Grand Prize. Maruti and Magma in pact for financing cars .

2005 Number one in JD Power SSI for the second consecutive year. Number one in JD Power CSI for the sixth time in a row, the only car to win it so many times. Maruti-800, Wagon-R and Swift topped their segments in the TNS Total Customer Satisfaction Study Leadership in the JD Power Initial Quality Study - Alto number one in its segment for the 2nd time in a row, Esteem number one in its segment for the 3rd year in a row, Swift number one in the premium compact segment. Wagon-R and Esteem top their segments in the JD Power APEAL study. TNS ranks Maruti 4th in the Corporate Reputation Strength (CSR) study (#1 in Auto sector)-Feb 05. Maruti bagged the "Manufacturer of the year" award from Autocar-CNBC (2nd time in a row)-Feb 05. First Indian car manufacturer to reach 5 million vehicles sales. Business World ranks Maruti among top five most respected companies in India-Oct 04. Maruti ranked among top ten (Rank7) greenest companies in India by Business Today-Sep '04

2004 Maruti Suzuki was No. 1 in Customer satisfaction, No. 1 in Sales Satisfaction No.1 in Product Quality (Esteem and Alto) and No. 1 in Product Appeal (Esteem and Wagon R). No. 1 in Total Customer Satisfaction (Maruti 800, Zen and Alto). Business World ranked us among the country's five most respected companies. Business World ranked us the country's most respected automobile company. Voted Manufacturer of the year by CNBC. Voted one of India's Greenest Companies by Business Today-AC Nielson ORG-MARG.

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Milestones1981 Maruti Udyog Ltd. was incorporated. 1982 Stepped into a JV with SMC of Japan. 1983 Maruti 800, a 796 cc hatchback, India's first affordable car was produced. 1984 Installed capacity reached 40,000 units. Omni, a 796 cc MUV was in production. 1985 Launch of Maruti Gypsy (970cc, 4WD off-road vehicle). 1986 Produced 100,000 vehicles (cumulative production).1987 Exported first lot of 500 cars to Hungary. 1988 Installed capacity increased to 100,000 units. 1992 SMC increases its stake to 50 per cent. 1994 Produced the 1 millionth vehicle since the commencement of production. 1995 Second plant launched, the installed capacity reached 200,000 units. 1996 Launch of 24-hour emergency on-road vehicle service. 1997 Produced the 2 millionth vehicle since the commencement of production. 1998 Launch of website as part of CRM initiatives. 1999 Launch of Maruti - Suzuki innovative traffic beat in Delhi and Chennai as social

initiatives. 2000 IDTR (Institute of Driving Training and Research) launched jointly with Delhi

government to promote safe driving habits. 2001 Launch of customer information centers in Hyderabad, Bangalore, and Chennai. 2002 SMC increases its stake to 54.2 per cent.

Launch of Maruti Finance with 10 finance companies in Mumbai. Start of Maruti True value in Mumbai.

2003 Production of 4 millionth vehicle. Listed on BSE and NSE after a public issue oversubscribed 10 times.

2004 Maruti closed the financial year 2003-04 with an annual sale of 472122 units, the highest ever since the company began operations 20 years ago.

2005 The fiftieth lakh car rolls out in April, 2005. 2006 Maruti and Magma in pact for financing cars . 2007 Maruti starts driving and Technical Training Institute for Tribal Youth. 2008 Maruti Suzuki inks agreement with Mundra Port for a mega car Terminal for

Exports.

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2009 Maruti Suzuki launched premium hatchback Ritz on May 15. 2010 Maruti Suzuki manufactures 10 lakh units in 2009-10.

CUSTOMER SATISFACTION SURVER BY J.D. POWER ASIA PACIFIC

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2009 India Customer Service Index (CSI) Study SM

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Maruti Suzuki India Limited (MSIL) has topped JD Power’s customer satisfaction ratings for the 11th year in a row. The automaker scored 849 points on a 1000-point scale in a study conducted by the market research firm, which looks at five factors while measuring a company’s Customer Satisfaction Index (CSI). These are – service quality, vehicle pick-up, service advisor, service facility and service initiation. Fiat and Honda are at the second and the third positions, respectively. The CSI this year was based on a survey that included 5,800 car owners and covered 60 car models. All vehicles included in the survey were bought between May 2008 and August 2009.

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According to the study, CSI performance across the auto industry has improved remarkably in 2010, reflecting manufacturers’ increasing focus on enhancing customer experience at their dealerships. The report also says that customers satisfied with a company’s service are likely to remain loyal to the given brand and its dealerships.

1.6 CHALLANGES OF MARUTI

1-Increased competition in the Indian small car market to reduce the market share and sales

The small car market in India accounts for more than 57% of the automobile sales. Further it has been growing at a rate of 13% per annum.The government is also extending incentives to the small car segment in the form of lower excise duty of 12% as against 24% on bigger cars. This has attracted global players to foray in to the compact car segment in the country. General motors and Ford have announced plans to launch its small car in India by 2010. Honda, Nissan Renault and Toyota have also announced plans to manufacture and market their small cars in India by 2011.

The entry of global players in the market would increase the competition and shrink Maruti Suzuki's market share and sales. This was seen in the over 57% drop in Maruti 800 car sales in June 2009 as compared to June 2008, due to the launch of Tata Nano in March 2009.

2- Delay in the new launches would result in loss in market share and sales

The sales in the automobile industry are heavily dependent on the frequency with which new and improved models are launched. Over the years, Maruti Suzuki India has maintained its market share by timely launch of new models. In the past two years, the company launched A-Star in October 2008, Ritz in April 2009 and a new model of Zen Estilo in August 2009.In order to counter increasing competition from Tata Motors (TTM) and other foreign automobile manufacturers like General Motors (GMGMQ),Volkswagen (VLKAY), Hyundai Motor Company (005380-SE), Toyota Motor (TM) and Ford Motor Company (F), the company has made plans to further strengthen its product portfolio in the passenger vehicles segment. It has already announced the launch of Kizashi to compete in the sedan market and a new 660cc car in the small car segment. Any delay in the launch of the new models and variants would result in to loss in market share and eventual decrease in sales.

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3-Raw material price fluctuations directly affect the operating margin and net profit margin

Raw material costs comprises of about 79.8%% of the price of the finished products. Any price increase of the raw materials has a direct bearing on the overall operating margin. As can be seen from the Amex steel index and the world steel price index, there is high degree of volatility in the steel prices. This volatility not only affects the operating margin but also the inventory management of the steel required for production. In August 2008 steel prices peaked to over 1100$/ton 40% higher than the steel price in January 2008.Whereas on the other hand in March 2009, the steel prices have fallen to 4 year low of $473/tone.

Tyres are also an important part of the raw material required for manufacturing. Tyre prices are correlated to the rubber prices. The chart above shows the volatility present in the rubber market. The rubber volatility also affects the operating margin and

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consequently the net profit margin. In FY2009, the EBITDA margin for the company dropped to 12% from 17.8% and net profit margin dropped to 8.2% from 9.7% due to increase in the raw material prices

4-INR / USD relationship

Exports contribute to 10% of Maruti Suzuki's total sales. The value of the Indian rupee (INR) compared to the US dollar impacts the earnings of the company. Any appreciation in the value of the INR results in to lower margins, thereby resulting in lower share price and dividend payments. During FY2008-09, the INR/USD relationship remained volatile. The flight of foreign capital amidst fears of a slowing Indian economy led to a weak INR as compared to USD, thereby benefiting Maruti Suzuki India. But with the government taking steps to restore investor confidence in the economy, the Rupee is again appreciating.

5- COMPETITION

Financial metrics FY2007

Name Revenue in Rs CroreNet Profit Margin

Operating Margin

Tata Motors 28,738 6.96% 10.44%

Hyundai 33,46,021 2.81% 4.09%

Toyota 14,31,096 5.80% 8.64%

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Mahindra & Mahindra Ltd 30,150 10.34% 11.45%

Ashok Leyland 7,729 5.83% 10.09%

Honda 6,55,892 4.24% 7.94%

Swaraj Mazda 671 3.75% 7.80%

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Tata Motors  -Based in Mumbai, India, Tata Motors Limited is a part of Tata Group. It manufactures commercial and passenger vehicles primarily in India. It offers passenger cars, multi-utility vehicles, and pick-ups; medium and heavy commercial vehicles, such as rigid trucks, tractor-trailers, and tippers; intermediate, light, and small commercial trucks; buses; and defense related vehicles. The company, through its subsidiaries, also provide engineering and automotive products; manufacture of construction equipment; automotive vehicle components manufacturing and supply chain activities; and provision of machine tools and factory automation Products, as well as offers high-precision tooling, and plastic and electronic components for automotive and computer applications. In addition, it provides automotive retailing and services, as well as financing for the vehicles sold by the company. The company markets its products in Europe, Africa, the Middle East, south Asia, south East Asia, and Australia.

Hyundai Motor Company  - Based in Seoul, South Korea, Hyundai Motor Company manufactures and distributes motor vehicles and parts worldwide. It offers passenger cars, recreational vehicles and commercial vehicles, including light commercial vehicles; medium and heavy duty trucks; special vehicles, such as refrigerated van truck, dry van truck, wing body truck, and trailer wing body/bottle carriers; medium and large size buses; and bare chassis.

Honda  - Headquartered in Tokyo, Honda Motor Co., Ltd., together with its subsidiaries develops, manufactures and distributes motorcycles, automobiles, and power products worldwide. Its motorcycle business manufactures motorcycles, all-terrain vehicles, and personal watercrafts. Honda’s motorcycle line consists of sports, business, and commuter models. Its automobile business offers passenger cars, multi-wagons, minivans, sport utility vehicles and mini cars. The company also offers various financial services to its customers and dealers. In addition, it manufactures various power products, including power tillers, portable generators, general-purpose engines, grass cutters, outboard engines, water pumps, snow throwers, power carriers, power sprayers, lawn mowers, and lawn tractors. Honda sells its products through various outlets, wholesalers, and independent retail dealers.

Toyota  - Headquartered in Toyota City, Japan, Toyota Motor Corporation operates in the automotive industry worldwide. It designs, manufactures, assembles, and

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distributes passenger cars, recreational and sport-utility vehicles, minivans and trucks, and related parts and accessories. It also offers hybrid vehicles. Its products also comprise conventional engine vehicles, including subcompact and compact cars, mini-vehicles, passenger vehicles, commercial vehicles, auto parts, mid-size models and luxury models. In addition, Toyota offers sports and specialty vehicles, recreational and sport-utility vehicles, pickup trucks, minivans and cab wagons, trucks and buses. Further, the company provides finance to dealers and their customers for the purchase or lease of Toyota vehicles. Additionally, it is also involved in the design and manufacture of prefabricated housing and information technology-related businesses, including intelligent transport systems and an e-commerce marketplace, called Gazoo.com.

Utility Vehicles

Swaraj Mazda  - Headquartered in Nawanshahar district, Punjab, the Company's principal activity is to manufacture and sale of commercial vehicles and spares for both goods and passenger applications. The company has inked a technical assistance agreement with Isuzu Motors, Japan on Jun. 30, 2006. The agreement is for the expansion of vehicle production capacity, new assembly line for Isuzu vehicles and also setting up of in-house facilities for the manufacture of luxury buses based on existing Mazda and Isuzu chassis.

Mahindra & Mahindra Ltd  - The Company manufactures a range of automotive vehicles, agricultural tractors, implements, and industrial engines. It is also involved in property development and construction activities. The company offers various multi utility vehicles, light commercial vehicles, three-wheelers, and tractors as well as spare parts and related services. It also provides various services related to financing, leasing, and hire purchase of automobiles and tractors. In addition it also offers design and engineering services to the automotive, aerospace, and general engineering industries; and produces automotive components, as well as forgings, gears, steel, stampings, and special polymers. It is headquartered in Mumbai, India.

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CHAPTER 2

PRODUCTS & SERVICES OF

MARUTI-SUZUKI

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2.1 PRODUCTS OF THE MARUTI

Maruti 800 (Launched 1983)

Maruti 800 is a small car with a light engine, ideal to drive in crowded cities of India. Launched way back in 1984, it created records for car sales in India. However, Maruti Udyog Limited, its maker, has now decided to phase it out. For they feel its demand would see rapid downward trend after arrival of Tata Nano.

Maruti Alto (Launched 2000)

Maruti Alto, bestselling car in India is a nice car both in terms of price and quality. A city car, it offers the combination of good fuel economy performance, better mileage and good specially made for Indian cities, it is easy to drive on crowded roads. For the starters, it is a good choice. 

Maruti Baleno (Launched 1999)

Maruti Baleno is a mid-sized elegant car, appreciated for its impressive performance. The car was an effort of Maruti to gain foothold in the luxury car portfolio. The car has increased fuel efficiency and power performance. Unique Multi Point Fuel Injection

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ensures even fuel distribution. It is the pack of style, comfort and performance.

Maruti Esteem (Launched 1994)

Maruti Esteem occupies a prominent place in the portfolio of sedan cars in India. Power Appreciated for its packed performance and safety features, Maruti Esteem served as the car of the affluent for a long time. The car’s strengths include low running costs and smooth and powerful engine. A pretty reliable car, Maruti Esteem has been around for several years.

Maruti Grand Vitara XL-7 (Launched 2007)

Maruti Suzuki Grand Vitara, a SUV vehicle, presents the attributes of off-road ability and on-road comfort. It has body structure that blends car and truck chassis designs. The vehicle can be used for typical daily urban purposes in addition to occasional recreational jaunts off the road. Past Grand Vitara models were not very successful.

Maruti Gypsy (Launched 1985)

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Maruti Gypsy King is a rough and tough vehicle, having the capacity to go nearly everywhere and in any weather. It is excellently tough, designed to move through any terrain. If you want to call the wild, you must choose Maruti Gypsy. The low-cost SUV is widely used by the police and defence forces in the country. 

Maruti Omni (Launched 1984)

Maruti Omni is one of the most successfulutility vehicles on Indian roads. Sporty in looks and trendy in design, Maruti Omni is a perfect family car suitable for picnics and other family outings. Plenty of space inside means that you can pack all your luggage without thinking twice.

Maruti Swift (Launched 2005)

Maruti Suzuki Swift, which was launched in May 2005, has been a huge hit in Indi a. This compact car was an effort by Maruti to incorporate fresh design and concepts into their models. A car with eye-catching features, it is a delight to watch. Placed in the category of B-segment cars, Swift is appreciated for quality of power.

Maruti Suzuki SX4 (Launched 2007)

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Maruti Suzuki SX4 is the second international model of Maruti Udyog Ltd to be launched in India. A sedan car of A3 segment, it has perfect combination of style, performance, safety and comfort. Large wheels and the arched bumpers add grace to its athletic presence. Power assisted rack and pinion steering make it fun to drive.

Maruti Versa (Launched 2001)

Maruti Versa, a multi-utility vehicle, carries features of both the car and van. It is a station wagon which you can drive to work and also take your family for a picnic. Versa has pretty good Power to Weight ratio, resulting in very good pick up and acceleration. A mini-van with the looks of a car, it has a fairly well-defined snout with a three-groove grille.

Maruti Wagon R (Launched 2000)

Maruti Wagon R has been liked by the users, thanks to its ample space and powerful performance. The car is appreciated for its smooth pick-up, hassle-free start, and uniform power distribution. The swept-back headlamps and sporty tail lamps are appealing. Three-person rear seating ensures a smooth ride for five people.

Maruti Zen (Launched 1993)

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Maruti Zen is a premium compact car designed by Maruti Udyog Limited for the worldwide market. The design and specifications of Zen have been done as per the world standards. Its five-speed ultra-slick gearbox is one of best boxes in any Indian car. The vehicle was the first in India to have all-aluminium engine.

Zen Estilo(Launched 2009)

Zen Estilo, a modified version of Maruti Zen, is premium compact car. Estilo, borrowed from a Spanish word for ‘style’ is a combination of European sophistication and Japanese simplicity. Designed to suit Indian conditions, Zen Estilo is roomier than the original Zen and sports a bigger engine. Due to highly good drivability.

Maruti A Star (Launched 2008)

Maruti Suzuki India Limited, one of the leading automobile manufacturers in the country, has launched its latest premium hatchback - A Star.. The introductory price of Maruti A-

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Star ranges between Rs. 3.47 lakh and Rs. 4.12 lakh. With the launch of this model, in November 2008, the automaker has added the next- generation K-series petrol engine to its product line.

Maruti Swift DZire (Launched 2008)

Maruti Suzuki India Ltd., one of the most favourite car makers of India brought a new entrant in the sedan category with the name Dzire in the year 2008. The car is available in both the diesel and petrol variants, letting the sedan-fans decide which fuel would suit their needs and choices the best. Maruti Swift Dzire is available in 6 variants, with 3 of them as Petrol variants and the rest 3 as Diesel variants.

Ritz (Launched 2009)

The latest offering by Maruti, Ritz is distinctive in terms of its sporty looks, cool interiors as well as style. It is delivering commendable performance too. The hatchback is available in two variants - petrol and diesel.

Maruti Eeco (Launched 2010) 

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The Maruti Suzuki Eeco packs many a happy surprise in styling, comfort, driving, and usage. Every aspect of the Maruti Suzuki Eeco has been designed keeping your life and style in mind. From the things you would expect from it as a family car, to how you would like to use it in your work. Get ready for comfort and luxury that truly adds to your driving pleasure. The Maruti Suzuki Eeco delights you with unmatched style and happiness all around.

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2.2 MARUTI’S SERVICES

Maruti Insurance

Launched in 2002 Maruti Suzuki provides vehicle insurance to its customers with the help of the National Insurance Company, Bajaj Allianz, New India Assurance and Royal Sundaram. The service was set up the company with the inception of two subsidiaries Maruti Insurance Distributors Services Pvt. Ltd and Maruti Insurance Brokers Pvt. Limited.This service started as a benefit or value addition to customers and was able to ramp up easily. By December 2005 they were able to sell more than two million insurance policies since its inception

MARUTI DRIVING SCHOOL

A Maruti Driving School Is the part of its corporate social responsibility Maruti Suzuki launched the Maruti Driving School in Delhi. Later the services were extended to other cities of India as well. These schools are modeled on international standards, where learners go through classroom and practical sessions. Many international practices like road behavior and attitudes are also taught in these schools. Before driving actual vehicles participants are trained on simulators.

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MARUTI GENUINE ACCESSORIES

Many of the auto component companies other than Maruti Suzuki started to offer components and accessories that were compatible. This caused a serious threat and loss of revenue to Maruti Suzuki. Maruti Suzuki started a new initiative under the brand name Maruti Genuine Accessories to offer accessories like alloy wheels, body cover, carpets, door visors, fog lamps, stereo systems, seat covers and other car care products. These products are sold through dealer outlets and authorized service stations throughout India.

MARUTI TRUE VALUE

Maruti True service offered by Maruti Suzuki to its customers. It is a market place for used Maruti Suzuki Vehicles. One can buy, sell or exchange used Maruti Suzuki vehicles

with the help of this service in India. As of 2009 there are 315 Maruti True Value outlets

MARUTI FINANCE

To promote its bottom line growth, Maruti Suzuki launched Maruti Finance in January 2002. Maruti Suzuki tied up with ABN Amro Bank, HDFC Bank, ICICI Limited, Kotak Mahindra, Standard Chartered Bank, and Sundaram to start this venture including its strategic partners in car finance. Again the company entered into a strategic partnership with SBI in March 2003. Since March 2003, Maruti has sold over 12,000 vehicles

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through SBI-Maruti Finance. SBI-Maruti Finance is currently available in 166 cities across India.

CHAPTER 3

INDUSTRY GROWTH

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3.1 INDIAN CAR INDUSTRY

The Four-Wheeler Industry in India has not quite matched up to the performance of its counterparts in other parts of the world. The primary reason for this has been the all-pervasive regulatory atmosphere prevailing till the opening up of the industry in the mid-1990s. The various layers of legislative Acts sheltered the industry from external competition for a long time. Moreover, the industry was considered low-priority as cars were thought of as unaffordable luxury". Post Liberalization, the car market in India have been in a burgeoning stage with all types of cars flooding the market in order to meet the demands of Indian customers who are increasingly exposed to state of the world automobiles and want the best when it comes to purchasing a car

It is expected that by 2030, the Indian car market will be the 3rd largest car market across the globe. The main encouraging factors for the success story of the car market in India are the increase in the opportunity for new investments, the rise in the GDP rate, the growing per capita income, massive population, and high ownership capacity. The liberalization policies followed by the Indian government had been inviting foreign players to participate in the car market in India. The recent trend within the new generation to get work in the software based sector has led to the rise in the income level and change in the lifestyle significantly, which has further led to the increase in the demand for luxurious cars among them.

The car Market in India is crowded with all varieties of car models like the small cars, mid-size cars, luxury cars, super luxury cars, and sports utility vehicles. Initially the most popular car model dominating the Car Market in India was the Ambassador, which however today gave way to numerous new models like Hyundai, Honda, Mercedes-Benz, BMW, Bentley and many others. Moreover, there are many other models of cars in the pipeline, to be launched in the car market in India. Some of the leading brands dominating the car market in India at present are

Hindustan Motors, Reva Electric Car Co., Fiat India Private Ltd., Daimler Chrysler India Private Ltd, Ford India Ltd., Honda Siel Cars India Ltd., General Motors India, Hyundai Motors India Ltd., Skoda Auto India Private Ltd., and Toyota Kirloskar Motor Ltd. Since the demand for foreign cars are increasing with time, big brands like Mercedes Benz, Volkswagen, Aston Martin, Ferrari, and Rolls-Royce have long since made a foray into the Indian car market.

3.2 FACT ABOUT INDIAN CAR MARKET Although the Indian automobile industry has come a long way since the deregulation in 1993, India does not rank well among its global peers in many respects, viz., the contribution of the

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sector to industrial output, number of cars per person, employment by the sector as a percentage of industrial employment, number of months' income required to purchase a car, and penetration of cars.

Figure:-Passenger vehicle stock per 100 people India is far behind from other countries with just 6.9 cars per 100 persons, while Unites

States has 76.9 cars on per 100 persons. Among developing countries, Russia also stands ahead than India and China with 16.3 cars per 100 persons.

INDIA EUROPE US CHIINA JAPAN RUSSIA0

20

40

60

80

100

120

6.9

40.8

76.9

1.6

41.3

16.3

Series 2

Series 1

Two things that stunted growth of the Indian automobile industry in the past have been low demand and lack of vision on the part of the original equipment manufacturers (OEMs). However, the demand has picked up after the liberalization of the regulatory environment, and global OEMs who enjoy scale economies both in terms of manufacturing and research and development (R&D) entered the Indian market. This has resulted in a significant shift in the way business is conducted by suppliers, assemblers and marketers.

3.3 INDUSTRYGROWTHMaruti Suzuki India has reported a two-fold rise in its net profit for 2009-10 at Rs. 2,624.64 crore. This is attributed to the strong sales in cars in the financial year.Meanwhile, the company has also crossed the sale of a million cars in a single financial year thus becoming the first Indian company to get this coveted tag.Maruti Suzuki India (MSI) said that it had a consolidated net profit of Rs. 1,227.45 crore in the previous financial year. Similarly, its consolidated total income from operations during last fiscal rose by 42.27% to Rs. 30,122.51 crore from Rs. 21,172.20 crore in the last fiscal.The company’s board of directors also recommended a dividend of 120% per share on a face value of Rs. 5 each for 2009-10. This is expectedly to result in a total outgo of Rs. 173.35 crore to the company.

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MSI had sold 10, 18,365 cars in 2009-10, which was 28.55% more than 7,92,167 units in the previous fiscal.As per the company’s information, its quarterly net profit also zoomed nearly three times to Rs. 656.55 crore compared to Rs 243.13 crore in the corresponding quarter of 2008-09.

“Though the profit in the quarter increased on the low base of last year, it was impacted to some extent by the cost of up gradation of the company’s full range of cars to Bharat Stage—IV emission norms, cost of new model launches, higher raw material prices and adverse foreign exchange movement,” the statement said- 

Maruti Suzuki India has also increased its income during the period. Its total income in Q4 increased by 30.96% to Rs. 8,424.55 crore from Rs. 6,432.90 crore in the same period previous fiscal.

 

During the quarter, MSI sold 2,87,422 units against 2,36,638 units in the year—ago period, the statement said.

MSI also had a good domestic sales as well as exports as it had sold 8,70,790 units in India and exported 1,47,575 units abroad.

“Countries contributing to exports included the United Kingdom, France, Germany, Italy and Netherlands in Europe, and Algeria, Chile, Indonesia and Australia in non Europe,” the company said.

The company also added new exporting hubs like South Africa, Hong Kong and Norway during last fiscal.

Net sales and Profit After Tax

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Sales volume of Maruti

3.4 Sales Highlight

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MARKET SHARE IN PASSENGER CAR OF MARUTI

Maruti Suzuki sales in May 2013

Over one lakh units - Highest ever sales in the company's history

New Delhi, June 1, 2013

For the first time, car market leader Maruti Suzuki India Limited has sold over one-lakh units in a month. The Company’s total sales were 102,175 units in May 2013. This included 12,134 units of exports. 

The previous highest in total monthly sales was 96,650 units, sold in February 2013.

The company had sold a total of 79,872 vehicles in May 2012.

In May 2013, the company sold 90,041 units in the domestic market, up 27.2 per cent over corresponding month last year. This is the highest ever-domestic sales in a month. The previous highest monthly domestic sale was 84,765 units, in February 2013.

The company registered highest ever-domestic sales in A2, A3 and C segments respectively.

The sales figures for May 2010 are given below:

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Segment Models

In May

Till May

April'12 - March'13

2013 2012% Change

2011-12

2012-13 % Change

A1 M800 2558 2336 9.5% 4816 4681 2.9% 33028

COmni, versa, Eeco

12953 7619 70.0% 23607 15343 53.9% 101325

A2

Alto, Wagon-R, Estilo, Swift,  Ritz, A-Star

62679 53760 16.6% 119095 100577 18.4% 633190

A3 SX4, D'zire 10883 6782 60.5% 20877 13848 50.8% 99315

Total Passenger Cars 89073 70497 26.4% 168395 134449 25.2% 866858

MUVGypsy, Grand Vitara

968 288 236.1% 1680 1193 40.8% 3932

Domestic 90041 70785 27.2% 170075 135642 25.4% 870790

Export 12134 9087 33.5% 25158 15978 57.5% 147575

Total Sales 102175 79872 27.9% 195233 151620 28.8% 1018365

India's number one car maker Maruti Suzuki India Limited today announced its financial results for the quarter ending March 31, 2013 and for the full year 20012-2013.

Company's Total Income (Net of Excise) for the year 2009-10 climbed to Rs 30,119.7 crore. This is a growth of 40 per cent over 2011-12. 

The Company's Net Profit during the year stood at Rs 2,497.6 crore, up 105 per cent over 2012-13.

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3.5 MARKET SCENERIO (2012-13)

The company vouches for customer satisfaction. For its sincere efforts it has been rated (by customers) first in customer satisfaction among all car makers in India for ten years in a row in annual survey. Maruti Suzuki India Limited, a subsidiary of Suzuki Motor Corporation of Japan, has been the leader of the Indian car market for over two decades.

During 2007-08, Maruti Suzuki sold 764,842 cars, of which 53,024 were exported. In all, over six million Maruti cars are on Indian roads since the first car was rolled out on 14 December 1983.

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CHAPTER 4

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STARTEGIC GOALS OF MARUTI-SUZUKI

4.1 VISIONThe leader in the India Automobile Industry, Creating Customer Delight and Shareholder’s Wealth; A pride of India” We must be an internationally competitive company in terms of our products and services. We must retain our leadership in India and should also aspire to be among the global players.

4.2 MISSION To provide a wide range of modern, high quality fuel efficient vehicles in order to meet the need of different customers, both in domestic and export markets. To provide maximum value for money to their customers through continuous improvement of products and services. Maruti has a network of 391 sales outlets across 230 cities all over India. The service network covers 1,113 towns and cities, bolstered by 2,142 authorized service outlets. The company's change in strategy and emphasis on developing effective marketing communications was their highlights.

4.3 OBJECTIVE OF THE COMPANY

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Maruti’s marketing objective is to continually offer the customer new products and services that: reduce the customer’s cost of ownership of their cars; and anticipate and address the customer’s needs and preferences in all aspects and stages of car ownership, to provide what they refer to as the “360 degree customer experience.”They sell ten models with more than 50 variants in segments A, B, C, and utility vehicle segment of the Indian passenger car market. Of these, they manufacture nine models and import the Grand Vitara as a completely built unit from Suzuki in Japan. Their models and variants are designed to address the changing demands of the market and are periodically upgraded in technology, styling and features. To take advantage of the brand recognition associated with their products, they retain the brand name of the product through various stages of product upgrades over time. For example, the version of the Maruti 800 brand currently sold in the market is a significantly upgraded version, in terms of technology, design and styling, of the Maruti 800 launched in 1983.

4.4 SEGMENTATION

Car segmentation

This is done on the basis of size and price of the car

A segment: Maruti-800, OmniB segment: Zen, Wagon-R, Alto, Santo, Polio, IndiciaC segment: Esteem, Accent, Indigo, Icon, Honda City, CivicD-segment: Opera, Octavia, Sonata, Monde, Accord, CorollaCamry, Mercedes.

Business Segmentation of Maruti

Passenger car (98.96% of sales )  

The Passenger car segment has been the sole focus of Maruti Suzuki India. This segment contributed to more than 98.96% of the sales in FY2008-09.Through timely launch of new models and focused strategy the company has been able to maintain a market share of more than 52% in this segment. In 2nd quarter of 2009, the sales of this segment grew by over 9.7% as compared to the sales in the 2nd quarter of 2008.

The company competes in the small car sub segment through the brands Maruti 800, Alto, Wagon R, Zen, Swift, A-star and Ritz. Whereas it has its presence in the sedan sub segment through the brands SX4 and D-Zire. Omni and Versa are the brands in the van segment. This segment accounts for all the exports of Maruti Suzuki. By quarter-to-

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quarter comparison, the export market for the company grew from 12,491 units to 29,314 units by over 134% in the 2nd quarter of the last two years.

Multi Utility Vehicles (1.04% of sales)

This segment contributes only about 1.04% of the sales of the company. The company has a presence in this segment through the brands Gypsy and Grand Vitara. The market share of Maruti Suzuki in this segment is less than 2%. By quarter-to-quarter comparison, the sales in this segment grew from 1,316 units to 1,383 units by 5.1% in the 2nd quarter of the last two years.

4.5 MARKETING MIX OF MARUTI-SUZUKI

4Ps:- Product

Price Place

Promotion

Product Strategy:-

Portfolio of 12 products Five product lines

Product Line Products

A1 800

A2 Alto, Zen ,Wagon –R, Swift, A-star

A3 D Zire, Sx4

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SUV Vitara, Gypsy

C - Class Omni, EECO

Price StrategyThe price of the Maruti car is between Rs. 210000 to Rs. 1500000. Maruti – 800 is the lowest price car of this company. Alto, Omni, Wagon R, are also the low price car of the company, Zen & Esteem are the mid price car of the company. But Grand Vitara is the high price model of the company. The price of car is decided according to its product variety, quality, design etc.

Place strategy600 New car sales outlets covering 393 cities. 265 ‘Maruti True Value’ outlets spread across 166 cities.2628 Maruti Authorized Service Stations, covering 1220 cities.Tie up with Adani group for exporting 200,000 units through Mnudra port Gujarat

Suggested Place strategy400 new car sales outlets in next three years.S150 new true value shops in next three years.1200 new Maruti Authorized Service Stations in next three years.Tie up with other distributors for Exports.

Promotion StrategyAdvertising TV Ads Print Ads Radio Ads

4.6 SWOT Analysis

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STRENGTHSBigger name in the marketTrust of PeopleMaruti Suzuki India limited Ltd. is the market leader for more than a decade.Has a great dealership chain in the market.Better after sales serviceLow maintenance cost of vehicle

WEAKNESSESExports are not that good.Lesser diesel models in the market compare to othersGlobal image is not that big

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OPPURTUNITIESGreat opportunities to go global with success of Swift and SX4 alloverIntroduction of more diesel models. The diesel car segment is growingOpportunity to grow bigger by entering into bigger car marketsAlready a market leader so great opportunity to be the king of market in every stage of industry

THREATSForeign companies entering market; so a bigger threat from MNCs.To the market share, as many big names are coming in the industry.There is hardly any diesel models.Rs. 1 lakh – Rs. 1.5 lakh car

4.7 BCG MATRIX

MATRIX OF MARUTI SUZUKI

STAR: The Company has long run opportunity for growth and profitability. They have high

relative market share and high Growth rate. SWIFT, SWIFT DESIRE AND ZEN ESTILO is the

fast growing and has potential to gain substantial profit in the market.

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QUESTION MARK: There are also called as wild cats that are new products with potential for

success but there cash needs are high And cash generation is low. In auto industry of MARUTI

SX4, GRAND VITARA, ASTAR there has been improve the organization reputation.

As they want successful not only in Indian market but as well as in global market.

CASH COW: It has high relative market share but compete in low growth rate as they generate

cash in excess of their needs.

MARUTI 800, ALTO AND WAGNOR have fallen to ladder 3 & 4 due to introduction of ZEN

ESTALIO and   A STAR.

DOG: The dogs have no market share and do not have potential to bring in much cash.

BALENO, OMINI, VERSA There business have liquidated and trim down thus the strategies

adopted are that are harvest, divest and drop.

BCG Matrix can serves as a simple tool for viewing a corporation’s business portfolio at a glance,

and may serves as a starting point for discussing resource allocation among strategic business

units.

4.8 GE - MATRIX

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4.9 CURRENT PRICE STRATEGIES FOLLOWED BY MARUTI SUZUKI

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

PRISE LIST OF ALL PRODUCTS

Variant Non-metallic (Rs.) Metallic (Rs.)

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Maruti800 STD LPG 205071.29 207386.36Maruti800 A/C LPG 227247.85 229562.92Maruti800 STD 190487.89 192802.95Maruti800 A/C 212664.44 214979.52Maruti Alto STD 228823.37 231989.50Maruti Alto LXI 277704.94 280871.07Maruti Alto LX 260196.81 263362.94Maruti A-Star LXI 352380.48 355546.61Maruti A-Star ZXI 416081.76 419248.29Maruti A-Star VXI 380372.99 383539.11Maruti Eeco 7 STR 292450.06 292450.06Maruti Eeco 5 STR 268648.31 268648.31Maruti Eeco 5 STR A/C 304213.17 304213.17

Maruti Gypsy King [SOFT TOP]512655.75 515424.50

Maruti Gypsy King [HARD TOP] 531494 534262.78Maruti Gypsy King AMBULANCE [HARD TOP]

537625.61 537625.61

Maruti Omni E MPI STD 221853.20 224345.95Maruti Omni MPI STD 220192.23 222507.31Maruti Omni MPI AMBULANCE 255009.96 255009.96Maruti Omni MPI CARGO 201744.54 204059.61Maruti Omni LPG STD 5-STR 231277.39 233592.46Maruti Omni LPG CARGO 196978.50 199272.17Maruti Ritz LDI 474525.11 474525.11Maruti Ritz VDI [ABS] 527981.25 527981.25Maruti Ritz VDI 509642.73 509642.73Maruti Ritz LXI 395112.63 395112.63Maruti Ritz ZXI 491936.28 491936.28Maruti Ritz VXI ABS 454625.48 454625.48Maruti Ritz VXI 430578.64 430578.64Maruti SX4 VXI 683954.76 683954.76Maruti SX4 ZXI MT, LEATHER 793215.46 793215.46Maruti SX4 ZXI MT 759125.29 759125.29Maruti SX4 ZXI AT LEATHER 859315.17 859315.17

Maruti SX4 ZXI AT 825225.02 825225.02Maruti SWIFT LDI BS IV 484813.86 484813.86Maruti SWIFT LDI BS III 483324.51 483324.51Maruti SWIFT VDI WITH ABS 539928.49 539928.49Maruti SWIFT VDI BS IV 521313.13 521313.13Maruti SWIFT LXI 399988.18 399988.18Maruti SWIFT ZXI 528877.50 528877.50Maruti SWIFT VXI WITH ABS 468480.18 468480.18Maruti SWIFT VXI 453632.09 453632.09

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Maruti SWIFT DZIRE LDI 569448.16 569448.16Maruti SWIFT DZIRE ZDI 701601.77 701601.77Maruti SWIFT DZIRE VDI 618357.33 618357.33

Maruti SWIFT DZIRE LXI482281.33 482281.33

Maruti SWIFT DZIRE ZXI 626496.22 626496.22Maruti SWIFT DZIRE VXI 533951.68 533951.68Maruti WAGON R LXI 357239.44 360305.56Maruti WAGON R VXI WITH ABS 411826.32 414992.44Maruti WAGON R VXI 381078.17 384244.30Maruti WAGON R LX 327578.52 330744.65Maruti WAGON R LXI DUO 365094.96 368261.09Maruti WAGON R LX DUO 338991.69 342157.82Maruti ESTILO LXI 350993.85 354159.98Maruti ESTILO VXI WIT ABS 406997.34 410163.47Maruti ESTILO VXI 377451.26 380617.39Maruti ESTILO LX 320201.45 323367.58Maruti GRAND VITARA MT 1694382.82Maruti GRAND VITARA AT 1826660.07

These are Ex-Showroom (Indicative) Prices only and are subject to change according to company policy and/or due to any change in applicable taxes. Exact price details may be collected from any of our authorized dealers in your area.

CUSTOMER CENTRIC APPROACH Maruti’s customer centricity is very much exemplified by the five times consecutive wins at J

D Power CSI Awards. Focus on customer satisfaction is what Maruti lives with. Maruti has successfully shed off the public- sector laid back attitude image and has inculcated the customer-friendly approach in its organization culture. The customer centric attitude is imbibed in its employees. Maruti dealers and employees are answerable to even a single customer complain. There are instances of cancellation of dealerships based on customer feedback.

Maruti has taken a number of initiatives to serve customer well. They have even changed their showroom layout so that customer has to walk minimum in the showroom and there are norms for service times and delivery of vehicles. The Dealer Sales Executive, who is the first interaction medium with the Maruti customer when the customer walks in Maruti showroom, is trained on greeting etiquettes. Maruti has proper customer complain handling cell under the CRM department. The Maruti call center is another effort which brings Maruti closer to its customer. Their Market Research department remains on its toes to study the changing consumer behaviour and market needs.Maruti enjoys seventy percent repeat buyers which

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further bolsters their claim of being customer friendly. Maruti is investing a lot of money and effort in building customer loyalty programmes.

MARUTI EMERGING AS R&D HUB FOR SUZUKI MOTOR CORPORATION Japanese auto major Suzuki is all set to convert Maruti Suzuki India limited Ltd’s research and development (R&D) facility as its Asia hub by 2007 for the design and development of new compact cars, according to a top official of the firm. The country’s leading car manufacturer will make substantial investments to upgrade its research and development centre at Gurgaon in Haryana for executing design and development projects for Suzuki. This includes localization, modernization and greater use of composite technologies in upcoming models. The company will be hiring more software engineers and technocrats to handle Suzuki’s R&D projects. Investment would be more in terms of manpower than in infrastructure, which is already in place. Apart from working on innovative features, the R&D teams will focus on latest technologies using CAD-CAM tools to roll out new models that will meet the needs of MARUTI SUZUKI INDIA LIMITED’s diverse customers in the future.

4.10 KEY SUCCESS FACTORS

(1)The Quality AdvantageMaruti Suzuki owners experience fewer problems with their vehicles than any other car manufacturer in India (J.D. Power IQS Study 2004). The Alto was chosen No.1 in the premium compact car segment and the Esteem in the entry level mid - size car segment across 9 parameters.

(2)A Buying Experience Like No OtherMaruti Suzuki has a sales network of 307 state-of -the-art showrooms across 189 cities, with a workforce of over 6000 trained sales personnel to guide MARUTI SUZUKI INDIA LIMITED customers in finding the right car.

(3)Quality Service Across 1036 CitiesIn the J.D. Power CSI Study 2004, Maruti Suzuki scored the highest across all 7 parameters: least problems experienced with vehicle serviced, highest service quality, best in-service experience, best service delivery, best service advisor experience, most user-friendly service and best service initiation experience.92% of Maruti Suzuki owners feel that work gets done right the first time during service. The J.D. Power CSI study 2004 also reveals that 97% of Maruti Suzuki owners would probably recommend the same make of vehicle, while 90% owners would probably repurchase the same make of vehicle.

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(4)One Stop ShopAt Maruti Suzuki, customers will find all car related needs met under one roof. Whether it is easy finance, insurance, fleet management services, exchange- Maruti Suzuki is set to provide a single-window solution for all car related needs.

(5) The Low Cost Maintenance AdvantageThe acquisition cost is unfortunately not the only cost customers face when buying a car. Although a car may be affordable to buy, it may not necessarily be affordable to maintain, as some of its regularly used spare parts may be priced quite steeply. Not so in the case of a Maruti Suzuki. It is in the economy segment that the affordability of spares is most competitive, and it is here where Maruti Suzuki shines.

(6)Lowest Cost of OwnershipThe highest satisfaction ratings with regard to cost of ownership among all models are all Maruti Suzuki vehicles: Zen, Wagon R, swift dzire, Maruti 800, Alto and Omni.

(7) Technological AdvantageIt has introduced the superior 16 * 4 Hypertech engines across the entire Maruti Suzuki range. This new technology harnesses the power of a brainy 16-bit computer to a fuel-efficient 4-valve engine to create optimum engine delivery. This means every Maruti Suzuki owner gets the ideal combination of power and performance from his car.

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CHAPTER 5

OBJECTIVE AND SCOPE OF PROJECT WORK

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5.1 OBJECTIVES OF PROJECT

Primary objective1. Conduct customer satisfaction survey for Maruti Suzuki. 2. To find out customer expectation from Maruti Suzuki. 3. To study the factors those satisfy and delight the customer

Secondary objective1. To find out problem faced by customers. 2. To understand the customers requirement from the Maruti Suzuki. 3. To know customer opinion about Maruti Suzuki’s vehicles

5.2 CUSTOMER SATISFACTION THEORY

Whether the buyer is satisfied after purchase depends on the offer’s performance in

relation to the buyer’s expectations.

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

comparing a product’s perceived performance 9or outcome) in relation to his or her

expectations.

As this definition makes clear, satisfaction is a function of perceived performance and

expectation. If the performance falls short of expectations, the customers, the customer is

dissatisfied. If the performance matches the expectations, the customers are satisfied. If

the performance exceeds expectations, the customers are highly satisfied or delighted.

Many companies are aiming for high satisfaction because customers who are just

satisfied still find it easy to switch when a better comes along. Those who are highly

satisfied are much less ready to switch. High satisfaction or delight creates an emotional

bond with the brand, not just a rational performnce. The result is high customer loyalty.

Xerox’s senior management believes that a very satisfied or delighted customer is worth

10 times as much to the company as a satisfied customer. A very customer is likely to

stay with Xerox many more years and buy more than a satisfied customer will.

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There are five major factors, which affected satisfaction of the car

namely: -

1. Problems Experienced:

Contributing to 35% of the CSI score, this factor measures the quality of the car in

terms of the number of repair problems that cropped up and how often it was returned

for re-service.

2. Service Advisor:

Which related to ability of the services advisor to ability of the service advisor to

understand the problem and his promptness in attending to the customer, contributing

to 28% of the CSI Score?

3. Service Performance:

Measures the quality of the service performed as well as the dealer’s ability to fix

a problem on the first visit. It has a weightage of 26% in the CSI score and also

considers how easily spare parts are available when required.

4. Service Timing:

Affecting the score by just 6%, this time taken for a service or repair job was

responsible and if the vehicle was ready at the time promised.

5. Facility Appearance: -

Deals with the appearance of the customer lounge at the dealership and the look

and cleanliness of the service area. This factors has the least impact CSI score at

Just 5%.

5.3 SCOPE OF THE STUDY: In today, we have to make each and every step with full care because competition hit the market at anytime.

So for future growth and surviving in competition. This study is useful to know satisfaction level if the customer of Maruti’s four wheeler and its competitors. The customer of Maruti’s four wheeler can also know the satisfaction level and its competitors.

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Customer satisfaction level can be known from this study and find out barriers. Market potentiality can also be judge from this study Company can improve the market share through satisfaction of customer.

5.4 PROBLEM IDENTIFICATION I have conducted the research study at Sumitra D.S. Motors. It is authorized dealer of Maruti Suzuki Company,

Now, Sumitra D.S. Motors wants to know the customer satisfaction level of the Maruti’s four-wheeler with respect of the customer performance and expectation and to know the improvement under taken by close competition of Maruti’s four wheeler.

PROBLEM DEFINATIONTo measure the satisfaction level of Maruti’s four-wheeler after sales, service provided by Sumitra D.S. Motors with special concentration in Shahjahanpur city within two-month special research study.

5.5 OBJECTIVE OF THE STUDY To find out customer performance and expectation. To know customer behavior, habit & altitudes toward Maruti’s four wheeler To understand the position of the competitors To determine customer satisfaction level of Maruti’s four wheeler To know the reason why customer buy Maruti’s four wheeler To know the purchasing criteria of customers

5.6 LIMITATION OF THE STUDY: A good report describes and explains the results derived at through the study. As a result, whatever limitation occurs in the study, also creep into the report and become the limitations of the report. In Short, it can be said that a study is as accurate as the limitations of its study. Every project has its own limitations and so did mine. I have listed a few of the limitation of my studies below:

The survey was limited only to the physical boundaries of the city of Shahjahanpur and thereby limited in the population studied.

1. The time period of the survey being only two months, it was not possible to conduct a highly in-depth and detailed study, which in turn might affect the findings.

2. Different people have different thought process and different attitudes. As a result, their manner of answering the questions of the study differs. Therefore, the answers received were sometimes good while sometimes they were negative.

3. Due to unavoidable circumstances, the study had to be stopped mid-way for some time.

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CHAPTER 6RESEARCH METHODOLOGY

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6.1 THEORY OF RESEARCH METHODOLOGYThis is chapter explain various methods & techniques used in this research study with their suitability. This part of the research report is very much important because it explain the methods; concept & procedures followed by the researcher study the problem. It is helping to the reader to understand whole the easily.

As marketing research does not address itself to basic or fundamental question. It does not quality as basic research on the country, it tackles problem, which seem to have immediate commercial potential. In view of this major consideration. Marketing research should be regarded as applied research. We may also say that marketing research is of both types-problem solving and problem oriented.

Marketing research is a systematic and objective study of problem pertaining to the marketing of goods and service. It may be emphasized that is it not restricted to any particular area of marketing but is applicable to all its phases and aspects

The American Marketing Association (AMA) has defined Marketing research follows Marketing research is the function which the consumer, Identify and define marketing opportunities &problems; generate, refine and Evaluate marketing actions; monitor marketing performance; and improve Understanding of a market as a process.

Marketing Research specified the information required to address these issues; designs the method for collecting information. Managers and Implements the data collection process; analyses the results; the Communications the findings and their implications.

6.2 RESEARCH DESIGN“A research design in the specification of methods and procedures for acquiring

the needed information it is the overall operational pattern of frame work of the project that stipulates what information is to be collected from which sources by what procedures”

To achieve objectives of my project study I have selected the exploratory research & also the causal research.

6.3 METHOD of DATA COLLECTIONThere are two types of data

Primary data: -“Primary data is the data which is collected by the research at first hand.”

Sources

To collect primary data the questionnaire system is uses through market survey. Structured non disguised questionnaire is applied in which question are listing in prearranged on paper and where the object of inquiry is revealed to the respondent I have

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contented the customer and interviewed them by personally & by telephones. The analysis of the collected data through questionnaire is given in the later part of the project.

Secondary data“Secondary data whether internal or external is the data already collected by

others for propose other then solution of the problem at hand”

Secondary sources are:-

Internal sources:Internal guide

(Mr. V.P. Singh)

(General Manager of Sumitra D.S. Motors )

External sources

Various marketing bookswww.marutiudhyog.com

www.marutisuzuki.com

PRE-TESTINGA pre- testing is small-scale replica of the main study. it dresses a rehearsal and

provides guidance on the following matter.

1. The adequacy of the sampling frame to be followed for the survey.2. It helps the researcher in selecting the data collection method.3. It gives prior knowledge about the population to be sampled.4. The pre0testing helps the researcher in checking the validity of the questionnaire

and in redesigning of the same.5. It also provides training to the researcher for interviewing.

6.4 SAMPLING PLAN A number of decision & task are including in sampling and it is the procedure

required right from defining a population selection of sample element.

Define the population: -

The population is defined in terms of Element, Sampling units, Extent , Time

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Element: -Owner of Maruti four wheeler Sampling unit: -Businessman, Professional, salaried & student. Extent: -Shahjahanpur city Time: -12th June to 24th July,2010

Sampling FrameI have taken whole Shahjahanpur city as sample frame for conducting research.

Sampling Method

I have used proportionate random sampling to select the respondent from the entire population

I have conducted a pilot survey by interviewing 20 respondents.

Select randomly, it is helpful in finalization of the questionnaire and also in knowing standard error or core element. How this survey has became useful to me in deciding the sample size

Sample size decisionAs the study is related to satisfaction level with reference to surat city.I have taken the formula as follow:

Where:

p=probability of success

q= probability of failure

z= confidence level

e=Tolerable error

To decide the value of above-mentioned variable. I have analysis the pilot survey and result emerged is as

Result No of respondent Percentage

Satisfy 15 75%

Dissatisfy 5 25%

Total 20 100%

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100% confidence level is not possible because of large size of population. So I have taken 95% confidence to overcome this limit maintain accuracy.

I have decided to accept 5% error in my sample from the true population mean, as it is also tolerable by the company. I get the following sample size through the equation

Sample Size N=p*q (z/e) 2

= (0.75)*(0.20)*(1.96/0.05) 2

= 0.75*0.25(39.2)2

= 288.12

300

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CHAPTER 7

FINDINGS AND ANALYSIS

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Q1. Knowledgeable sales person?

Knowledgeable Salesperson No.Of Respondents Percentage

Strongly Disagree 0 0%

Disagree 0 0%

Neither Disagree Nor Agree 0 0%

Agree 86 86%

Strongly Agree 14 14%

No. of Respondents Percentage0

10

20

30

40

50

60

70

80

90

Strongly Disagree

Disagree

Neither Disagree Nor Agree

Agree

Strongly Agree

86% people agreed that the sales persons are knowledgeable and 14% strongly disagreed that the sales persons are knowledgeable.

Q2. Employees spent enough time with you before sales?

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Employees spent enough time with you before sales No.of Respondents Percentage

Strongly Disagree 0 0%

Disagree 0 0%

Neither Disagree Nor Agree 0 0%

Agree 64 64%

Strongly Agree 36 36%

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No. of Respondents Percentage0

10

20

30

40

50

60

70

Strongly Disagree

Disagree

Neither Disagree Nor Agree

Agree

Strongly Agree

64% people agreed that the sales persons spent enough time with them before the sales and 36% strongly agreed with this.

Q3. Employees spent enough time with you during sales?

Employees spent enough time with you during sales No.of Respondents Percentage

Strongly Disagree 0 0%

Disagree 4 4%

Neither Disagree Nor Agree 0 0%

Agree 62 62%

Strongly Agree 34 34%

No. of Respondents Percentage0

10

20

30

40

50

60

70

Strongly Disagree

Disagree

Neither Disagree Nor Agree

Agree

Strongly Agree

62% agreed that sales persons spent enough time with them during the sales , while 34% strongly agreed that the sales persons spent enough time with them during sales and only 4% disagreed with this.

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Q4. Employees spent enough time with you after sales?

Employees spent enough time with you after sales No.of Respondents Percentage

Strongly Disagree 0 0%

Disagree 22 22%

Neither Disagree Nor Agree 0 0%

Agree 54 54%

Strongly Agree 26 26%

No. of Respondents Percentage0

10

20

30

40

50

60

Strongly Disagree

Disagree

Neither Disagree Nor Agree

Agree

Strongly Agree

60% agreed that the sales persons spent enough time with them after sales ,26% strongly agreed with this and 14% disagreed that the sales persons spent enough time with them after sales.

Q5.Display of merchandize strongly disagrees?

Display of Merchandize No.of Respondents Percentage

Strongly Disagree 0 0%

Disagree 0 0%

Neither Disagree Nor Agree 0 0%

Agree 94 94%

Strongly Agree 6 6%

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No. of Respondents Percentage0

102030405060708090

100

Strongly Disagree

Disagree

Neither Disagree Nor Agree

Agree

Strongly Agree

94% agreed that the display of merchandize was attractive and 6% strongly agreed that the display of merchandize was attractive.

Q6. Availability of the Product

Availability of the Product No.Of Respondents Percentage

Strongly Disagree 0 0%

Disagree 4 4%

Neither Disagree Nor Agree 0 0%

Agree 91 91%

Strongly Agree 5 5%

No. of Respondents Percentage0

102030405060708090

100

Strongly Disagree

Disagree

Neither Disagree Nor Agree

Agree

Strongly Agree

91% agreed that the availability of the product was there, 5% strongly agreed that the availability was there while only 4% said they disagreed with this.

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Q7. Variety/Selection of Merchandize

Variety/Selection of Merchandize No.of Respondents Percentage

Strongly Disagree 0 0%

Disagree 6 6%

Neither Disagree Nor Agree 0 0%

Agree 87 87%

Strongly Agree 7 7%

No. of Respondents Percentage0

10

20

30

40

50

60

70

80

90

Strongly Disagree

Disagree

Neither Disagree Nor Agree

Agree

Strongly Agree

87% agreed that there was variety/selection of merchandize whereas 7% strongly agreed that enough variety was there and 6% disagreed with this.

Q8. Vehicle in Good Condition

Vehicle in Good Condition No.of Respondents Percentage

Strongly Disagree 0 0%

Disagree 2 2%

Neither Disagree Nor Agree 0 0%

Agree 82 82%

Strongly Agree 16 16%

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82% agreed that the vehicle was in good condition when delivered ,16% strongly agreed with this

whereas only 2% disagreed with this.

Q9. Prices Are Affordable

Prices Are Affordable No.of Respondents Percentage

Strongly Disagree 0 0%

Disagree 12 12%

Neither Disagree Nor Agree 15 15%

Agree 21 21%

Strongly Agree 52 52%

No. of Respondents Percentage0

10

20

30

40

50

60

Strongly Disagree Disagree

Neither Disagree Nor Agree Agree

Strongly Agree

64% strongly agreed that the prices are affordable, 21% agreed that the prices are affordable whereas only 15% said that they neither disagreed nor agreed with this.

Q10. Attractive Discounts Offered

Attractive Discounts Offered No.of Respondents Percentage

70

No. of Respondents Percentage0

10

20

30

40

50

60

70

80

90

Strongly Disagree

Disagree

Neither Disagree Nor Agree

Agree

Strongly Agree

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Strongly Disagree 0 0%

Disagree 26 26%

Neither Disagree Nor Agree 0 0%

Agree 47 47%

Strongly Agree 27 27%

No. of Respondents Percentage0

10

20

30

40

50

60

Strongly Disagree

Disagree

Neither Disagree Nor Agree

Agree

Strongly Agree

55% agreed that the discounts offered are attractive , 34% strongly agreed with this while 11% disagreed and said that the discounts offered were not attractive.

Q11. Décor Of The Waiting Area Is Pleasing

Décor Of The Waiting Area Is Pleasing No.of Respondents Percentage

Strongly Disagree 0 0%

Disagree 0 0%

Neither Disagree Nor Agree 0 0%

Agree 80 80%

Strongly Agree 20 20%

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No. of Respondents Percentage0

10

20

30

40

50

60

70

80

Strongly Disagree

Disagree

Neither Disagree Nor Agree

Agree

Strongly Agree

80%agreed that the décor of the waiting area was pleasing while 20% strongly agreed that the décor of the waiting area was pleasing

Q12. Offered A Test Drive

Offered A Test Drive No.of Respondents Percentage

Strongly Disagree 0 0%

Disagree 20 20%

Neither Disagree Nor Agree 0 0%

Agree 74 74%

Strongly Agree 6 6%

No. of Respondents Percentage0

10

20

30

40

50

60

70

80Strongly Disagree

Disagree

Neither Disagree Nor Agree

Agree

Strongly Agree

74%agreed that the test drive was offered to them ,6% strongly agreed that the test drive was offered while 20% disagreed with this.

Q13. Post Sales Follow Up Done Regularly

Post Sales Follow Up Done Regularly No.of Respondents Percentage

Strongly Disagree 0 0%

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Disagree 15 15%

Neither Disagree Nor Agree 0 0%

Agree 59 59%

Strongly Agree 26 26%

No. of Respondents Percentage0

10

20

30

40

50

60

Strongly Disagree

Disagree

Neither Disagree Nor Agree

Agree

Strongly Agree

59%agreed that the post sales follow ups are done regularly , 26% strongly agreed and 15%disagreed with this.

Q14. Responds to complaints Quickly

Responds To complaints Quickly No.of Respondents Percentage

Strongly Disagree 0 0%

Disagree 9 9%

Neither Disagree Nor Agree 12 12%

Agree 61 61%

Strongly Agree 18 18%

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No. of Respondents Percentage0

10

20

30

40

50

60

70

Strongly Disagree

Disagree

Neither Disagree Nor Agree

Agree

Strongly Agree

64% agreed that the response to complaints is quick ,18% strongly agreed , 12% neither agreed nor disagreed and 6% disagreed with this.

Q15. Service at Maruti Service Station Is Excellent

Service At Maruti Service Station Is Excellent No.of Respondents Percentage

Strongly Disagree 0 0%

Disagree 4 4%

Neither Disagree Nor Agree 0 0%

Agree 82 82%

Strongly Agree 14 14%

No. of Respondents Percentage0

10

20

30

40

50

60

70

80

90

Strongly Disagree

Disagree

Neither Disagree Nor Agree

Agree

Strongly Agree

82% said that the service at maruti service station is excellent , 14% strongly agreed while only 4% disagreed with this.

Q16. Careful With Personal Information

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Careful With Personal Information No.of Respondents Percentage

Strongly Disagree 0 0%

Disagree 0 0%

Neither Disagree Nor Agree 8 8%

Agree 85 85%

Strongly Agree 7 7%

No. of Respondents Percentage0

10

20

30

40

50

60

70

80

90

Strongly Disagree

Disagree

Neither Disagree Nor Agree

Agree

Strongly Agree

85% agreed that yes they were careful with personal information, strongly agreed with this and 8% neither agreed nor disagreed.

Q17. All the Commitments Are Fulfilled

All The Commitments Are Fulfilled No.of Respondents Percentage

Strongly Disagree 0 0%

Disagree 7 7%

Neither Disagree Nor Agree 0 0%

Agree 6 6%

Strongly Agree 87 87%

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No. of Respondents Percentage0

10

20

30

40

50

60

70

80

90

Strongly Disagree

Disagree

Neither Disagree Nor Agree

Agree

Strongly Agree

94% strongly agreed that all the commitments were fulfilled and 6% agreed with this.

Q18. Are you aware of the following facilities provided by Maruti ?

Are you aware of the following facilities provided by maruti

Maruti insurance No.of Respondents Percentage

Yes 98 98%

No 2 2%

No. of Respondents Percentage0

10

20

30

40

50

60

70

80

90

100

Yes No

98% said yes that they are aware about maruti insurance while only 2% said that they were not aware.

Q19. Extended warranty

No.of Respondents Percentage

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Extended warranty

Yes 97 97%

No 3 3%

No. of Respondents Percentage0

1020

304050

607080

90100

Yes No

97% said they were aware about extended warranty and 3% said that they did not know about this.

Q20. Maruti Finance?. No. of respondentpercentage

Yes 75 75%

No 25 25%

No. of Respondents Percentage0

10

20

30

40

50

60

70

80

Yes No

75% said that they were aware about maruti finance and 25% said that they were not aware of it.

Q21. Genuine Accessories

Genuine Accessories

No. of respondentpercentage

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Yes 85 85%

No 15 15%

No. of Respondents Percentage0

10

20

30

40

50

60

70

80

90

Yes No

85% said that they were aware of genuine accessories available and 15% said they were not aware.

Q22. What is your overall opinion about Maruti?

Choice No.of Respondents Percentage

Very bad 0 0%

Bad 0 0%

Neither bad nor good 0 0%

Good 4 4%

Very good 96 96%

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No. of Respondents Percentage0

10

20

30

40

50

60

70

80

90

100

Very bad Bad

Neither bad nor good Good

Very good

96% said that there overall opinion about maruti was that it is very good while 4% said that it is good.

How likely would you recommend Maruti

90% people said they would very likely recommend maruti to other people and 10% said they would likely recommend maruti to others.

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Findings1. On an average more than 73% people feel that the prices are affordable whereas

12% do not agree,

2. 74% believe that attractive discounts are offered whereas 26% are not satisfied

with the discounts offered.

3. 20% said that the test drives are not offered

4. 15% said that post sales follow ups are not done regularly

5. 85% said that they were done regularly but people feel that it is the people’s car

as it is satisfactory on all other parameters:

6. knowledgeable sales persons , employees spent enough time before and during

sales, display of merchandise is attractive, availability of product, variety of

merchandize, vehicle in good condition, prices are affordable, attractive

discounts are offered, décor of the waiting area is pleasing, responds to

complaints quickly, service at Maruti service station is excellent, careful with

personal information and is value for money .

7. The overall opinion about Maruti is very good.

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CHAPTER 8SUGGESTIONS AND

RECOMMENDATION

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8.1 SUGGESIONS & RECOMMENDATION

1. Quality of Dealership should be improve 2. Uniform of Sales Executives3. Proper visiting cards should be available to the executives4. Mostly dealers don’t have their specific website5. Maruti should regard as generous discount offers during Festival Season like

Navratra, Dusshera, and Diwali to gear-up their sales 6. Maruti should advertise in Sports because sports are increasingly cutting into the

share of mass entertainment channels7. Maruti can start Money Bond Scheme instead of giving Cash Discount with more

value. Customers eligible for an income bond, encashable after a 15year period.8. More test drives should be offered.

9. Should be more particular about Post Sales Follow Up as it shows the concern of the company with the customer.

10. Should put in more efforts to promote Maruti Finance, Autocard and Accessories.

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ANNEXURE

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FORMAT OF QUESTIONNAIREHello, my name is TARUN VERMA, and I'm conducting this survey on behalf of

MARUTI UDHYOG Ltd. Today, we are conducting a survey to gather customer

opinions regarding CUSTOMER SATISFACTION SURVEY OF MARUTI-SUZUKI

INDIA Ltd., and we are not selling anything. This study will take approximately 2

minutes. We appreciate and thank you for your time.

Q.1) How long have you been associated with Maruti?

Q.2)How would you rate Maruti on the following parameters?

Sr. no. QUESTIONS AGREE DISAGREE

NEITHER AGREE NOR DISAGREE

1- Knowledge of salespersons2- Employees spent enough time

with you: -a) During Salesb) After Salesc) Before sales3- Display of Merchandise is

attractive4- Availability of Product5- Variety/Selection of

Merchandise6- Vehicle in Condition when sale7- Prices are Affordable8- Attractive Discount Offered9- Décor of Waiting Area is

Pleasing 10- Offered test derive

11- Post Sales Follow ups are done regularly

12- Responds to Complaints Quickly

13- Service at Maruti service stn. Is Excellent

14- Careful With Personal Information

15- All Commitments are Fulfilled

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Q.3) Are you aware of the following facilities provided by Maruti?

YES NOExtended WarrantyMaruti FinanceGenuine AccessoriesQ.4) what is your overall opinion about Maruti?

Bad Neither Bad Good Very Good Excellent1 2 3 4 5Q.5) How likely would you recommend Maruti?

Very Unlikely Unlikely Likely Very Likely2 3 4 5

Date Name

Thank you for your prestigious time.

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BIBLIOGRAPHY

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BIBLIOGRAPHY

I Have Taken References from some websites like

www.google.com

www.marutiudyog.com

www.marutisuzuki.com

www.wikinvest.com

Automobile Magazines

Marketing Management by Philip Kotler

Kothari. C. R, Research Methodology, New Age International (P) Ltd., New Delhi

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