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    A

    PROJECT REPORT

    ON

    Maruti Suzuki India Ltd

    CONSUMER SATISFACTION WITH MARUTI SUZUKI.

    Submitted in partial fulfillment for the

    Award of degree of

    Bachelor of Business Administration

    SUBMITTED BY: SUBMITTED TO:

    SURABHI MATHUR MRS.URMILA CHOUDHARYBBA IV SEM FACULTY

    2012-13

    ST.WILFRED COLLEGE FOR GIRLS JAIPUR

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    PREFACE

    Practical Knowledge is an important suffix to theoretical knowledge. One cannot merely

    depend upon the theoretical knowledge. Classroom lectures make the fundamental

    concept of Management clear. They also facilitate the learning of practical things.

    However, classroom lectures must be correlated with the practical training situations. It

    is in the sense that practical training in a company has a significant role to play in the

    subject of business management. Market Research is indeed an Ancient Art; it has

    been practiced in one form of the other since the day of Adam and Eve. Its Emergence

    is of relatively recent origin for success of any business and within this relatively short

    period, it has joined a carry great deal of importance.

    The demand for professional managers is increasing day by day. To achieve profession

    competence, manager ought to be fully occupied with theory and practical exposure of

    management. A comprehensive understanding of the principle will increases their

    decision making ability and sharpens their tools for this purpose. As an essential part of

    our course, I got the privilege to have training in MARUTI SUZUKI the work has been

    carried over a span of 2 months. The scope of the work under taken by me includes

    customer response in Jaipur and about their views about our products and services.

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    ACKNOWLEDGEMENT

    I express my sincere thanks to my project guide, Mr. Nitin Bhardwaj, Manager, for

    guiding me right from the inception till the successful completion of the project. I

    sincerely acknowledge her for extending their valuable guidance, support for literature,

    critical reviews of project and the report and above all the moral support she had

    provided to me with all stages of this project.

    I would also like to thank the supporting my college faculty Mrs. Urmila Choudhary, for

    her help and cooperation throughout our project.

    SURABHI MATHUR

    BBA IV SEM

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    EXECUTIVE SUMMARY

    Issue

    Consumer behavior is the mental and emotional processes and the observable

    behavior of consumers during searching purchasing and post consumption of a product

    and service. People buy different products from different brands to satisfy their needs.

    Consumer purchases are influenced strongly by cultural, social, personal and

    psychological characteristic. Although marketers cannot control such factors, they must

    give attention to them. Boston Analytics, a customized knowledge services company,

    has announced the release of its Automotive Industry in India report as a part of the

    series of monthly reports that analyze consumer observations and sentiments regarding

    a automotive sector. According to this report consumer think about the following aspect

    while making decision of purchase a car:

    CAR PURCHASING PREFERENCES

    Primary factors of preference

    Price and fuel efficiency are the primary features that consumers expect today.

    There will be an increase in the importance of fuel efficiency in approximately

    three to five years from now for consumers.

    Sales service, brand image/prestige, and resale value are secondary factors of

    choice today and will remain so for the coming three to five years.

    Environmental issues have yet to take root in India and do not show signs of

    becoming a major factor for coming three to five years.

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    Car size

    Affluence and aspiration are growing in parallelThe Indian consumer prefers a

    mid-size car.

    Our survey reveals that approximately one in two Indian consumers prefer a

    roomy mid-size family car.

    Indian versus foreign brand

    There is evidence of buy-Indian mindset across the metros

    Approximately three in four respondents prefer an Indian brand over a foreign

    one recently launched versus established model

    Indian consumers are divided in their preference for recently launched versus

    established models of cars.

    According to the results of the survey, 58% of respondents nationwide prefer a

    recently launched model by a slight plurality.

    Color preference

    The color pie in the Indian car market shows that White is the most preferred

    color, closely followed by Black and Silver

    Approximately 29% of respondents preferred White, followed by 27% and 21% of

    respondents opting for Black and Silver/Grey respectively

    Thus the main issue in this project is to analyzing consumer buying pattern while they

    make decision regarding purchase of car especially in small car segment.

    PROBLEM

    Thus problem of this project report is studying the consumer buying pattern regarding

    small & medium car segment with special reference to Maruti Suzuki India ltd and study

    about the consumer perception and attitude toward the same.

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    TABLE OF CONTENT

    6

    S.

    NO.

    Descriptions Page

    no.

    1. Introduction to the Industry 7-24

    2. Introduction to the Organization 25-61

    3. Research Methodology

    1. Title of the Study

    2. Duration of the Project

    3. Objective of the Study

    4. Types of Research

    5. Collection Method and Sample Size

    6. Scope of Study

    7. Limitation of Study

    62-66

    4. Facts and Findings 67

    5. Data Analysis and Interpretation 68-71

    6. Swot Analysis 72-73

    7. Conclusion 74

    8. Recommendation and Suggestion 75

    9. Appendix 76-78

    10. BIBLIOGRAPHY 79

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    1. INTRODUCTION TO THE INDUSTRY

    The automobile industry is one of the core industries in India economy, whose prospect

    is reflective of the economic resilience of the economy. Indian automobile industry has

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    come a long way to from the era of the Ambassador car to Maruti 800 to latest M&M

    Xylo. An industry is highly competitive with a number of global and Indian companies

    present today. It is growing at a pace of around 18% per annum for the last five years

    and is projected to be the third largest auto industry by 2030 and just behind to US &

    China, according to a report. The industry is estimated to be a US$ 34 billion industry.

    With the liberalization of the economy, India has become the playground of major global

    automobile majors.

    Indian Automobile industry can be divided into three segments i.e. two wheeler, three

    wheeler & four wheeler segment. Two wheeler segments enjoys 75% market share of

    automobile industry, followed by passenger vehicles with the 16% share of market.

    Three wheeler segments have merely 4% share in domestic market. The domestic two-

    wheeler market is dominated by Indian as well as foreign players such as Hero Honda,

    Bajaj Auto, Honda Motors, TVS Motors, and Suzuki etc. Maruti Udyog and Tata Motors

    are the leading passenger car manufacturers in the country. And India is considered as

    strategic market by Suzuki, Yamaha, etc.

    The major players have not left any stone unturned to be global. Major of the players

    have got into the merger activities with their foreign counterparts. Like Maruti with

    Suzuki, Hero with Honda, Tata with Fiat and latest Mahindra with Renault.

    In two-wheeler segment, motorcycles have the major share, Hero Honda, the leading

    bike manufacturer has more than 50% share in two-wheeler segment, followed by Bajaj

    Auto. In passenger car segment, Maruti Suzuki contributes the 52% market share, with

    complete monopoly over the small car segments. M&M enjoy the 42% market share in

    Multi Utility Vehicle in domestic market.

    Current Scenario

    The Indian automobile industry crossed a landmark with total vehicle production

    of 10 million units.

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    The two-wheeler market grew by 13.6 per cent with 70, 56,317 units against 62,

    09,765 units in 2004-05.

    Commercial vehicles segment grew at 10.1 per cent with 3, 50,683 units against

    3, 18,430 units in 2004-05.

    India, in auto sector, is turning to be a sourcing base for the global auto majors. The

    passenger car and the motorcycle segment is set to grow by 8-9 per cent in coming

    couple of years, says the ICRA report. The industry is likely to maintain the growth

    momentum picked up in 2002-03.

    The ICRA's analysis points on the auto sector that the passenger car market in the

    country was inching towards cars with higher displacements. The sports-utility-vehicle

    (SUV) that was getting crowded every day, would witness intense competition as many

    SUVs had been competitively priced, the report said.

    Honda, Suzuki, General Motors and Hyundai, the global automakers had already

    launched their premium SUVs in the market to broaden their portfolio and create

    product excitement in the segment estimated at ab