Study on India's Automobile Sector with Focus on Maruti Suzuki

UNIVERSITY OF MUMBAI PROJECT ON: A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI
NAME AND ADDRESS OF COLLEGE: LALA LAJPAT RAI COLLEGE OF COMMERCE AND ECONOMICS MAHALAXMI (WEST), MUMBAI- 400034
SUBMITTED BY: JITENDRA RAWAL SYBMS-B SEMESTER-IV
PROJECT GUIDE: Dr. VINAY PANDIT
YEAR OF SUBMISSION: 2013-14
CERTIFICATE:
THIS IS TO CERTIFY THAT THE PROJECT ENTITLED A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI COMPLETED BY JITENDRA RAWAL ROLL NO-81 IS AN AUTHENTIC WORK CARRIED OUT BY HIM AT LALA LAJPAT RAI COLLEGE OF COMMERCE AND ECONOMICS UNDER MY GUIDANCE.
THE INFORMATION SUBMITTED IS TRUE AND ORIGINAL TO THE BEST OF MY KNOWLEDGE.
EXTERNAL EXAMINER
PROJECT GUIDE
INTERNAL EXAMINER
PRINCIPAL
DECLARATION
I JITENDRA RAWAL THE STUDENT OF LAJPAT RAI COLLEGE OF COMMERCE AND ECONOMIC, SY.BMS HEREBY DECLARE THAT I HAVE COMPLETED THIS PROJECT ON A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI IN THE ACADEMIC YEAR 2013-2014 UNDER THE GUIDENCE OF DR.VINAY PANDIT. THE INFORMATION SUBMITTED IS TRUE AND ORIGINAL TO THE BEST OF MY KNOWLEDGE.
DATE:
SIGNATURE OF STUDENT
ACKNOWLEDGEMENT
WITH GREAT PLEASURE I THANK DR.VINAY PANDIT A PROFESSOR OF LALA LAJPAT RAI COLLEGE OF COMMERCE AND ECONOMICS FOR BEING AN INSPIRATION IN THE COMPLETION OF THIS PROJECT. I ALSO THANK HIM FOR PROVIDING ME GUIDANCE AND NUMEROUS SUGGESTIONS THROUGHOUT THE ENTIRE DURATION OF THE PROJECT. I AM THANKFUL FOR HIS INVALUABLE HELP WITHOUT WHICH THIS PROJECT WOULD NOT HAVE MATERIALISED. I EXPRESS DEEP GRATITUTDE TO MY ENTIRE COLLEGE, FRIENDS AND FAMILY MEMBERS WHOSE EFFORTS AND CREATIVITY HELPED ME IN GIVING THE FINAL STRUCTURE TO THE PROJECT WORK. NEVERTHELESS I WOULD LIKE TO THANK THE COLLEGE LIBRARIAN FOR PROVIDING ALL THE SUPPORT IN COMPLETING MY PROJECT. I AM ALSO THANKFUL TO ALL THOSE SEEN AND UNSEEN HANDS WHICH HAVE BEEN OF HELP IN THE COMPLETION OF THIS PROJECT WORK.
-JITENDRA RAWAL
EXECUTIVE SUMMARY
This dissertation is on the topic, A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI. This report talks about the objectives of the study, analysis of questionnaire in south Mumbai, and consumer satisfaction towards Maruti Suzuki cars. As a part of our research work I was trying to understand the factors influencing customer buying behavior towards Maruti cars and customer satisfaction is related with after sale service of Maruti, by using various statistical tools and sources of data which will further be discussed in the dissertation. My main focus is to study about the market share of Maruti Suzuki in the Indian Automobile market and to know about the Add on Services of Maruti Suzuki. The SWOT analysis, market mixing are all been discussed in the dissertation. Thus with the help of this data I list out the limitations and conclusions of this dissertation.
INDEX
Sr No. 1 2 Topic CHAPTER 1 -INTRODUCTION CHAPTER 2-REVIEW OF LITERATURE CHAPTER 3-RESEARCH METHODOLOGY -RESEARCH PROBLEM -SCOPE OF STUDY -HYPOTHESIS -DATA COLLECTION -RESEARCH INSTRUMENT -RESEARCH DESIGN -SAMPLING PLAN -TESTING OF HYPOTHESIS 3 -LIMITATION OF RESEARCH CHAPTER 4- TOPIC OF RESEARCH 4.1-MARKET SHARE OF MARUTI SUZUKI IN INDIA 4.2-KEY INITIATIVES FOR SATISFYING CUSTOMERS 4.3-TOOLS FOR MEASURING CUSTOMER SATISFACTION 4 4.4- SWOT ANALYSIS CHAPTER 5- TOPIC OF RESEARCH 5.1-ADD ON SERVICES 5 5.2-MARKETING MIX CHAPTER 6- DATA COLLECTION AND 5 6 7 8 9 INTERPRETATIONS CHAPTER 7- CONCLUSIOM CHAPTER 8 -RECOMMENDATION CHAPTER 9 -BIBLOGRAPHY ANNEXURE 41 66 67 68 69 28 20 16 Page No. 1 8
LIST OF DIAGRAMS CHAPTER 1

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CHAPTER 4-MARKET SHARE OF MARUTI

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CHAPTER 5-ADD ON SERVICES LOGO

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CHAPTER 5-DIFFERNET MARUTI MODELS AND PRICES

http://www.gaddidekho.com/wp-content/uploads/2013/03/Maruti-Suzuki-800-FrontView.jpg http://images.cardekho.com/images/carimages/large/Maruti/maruti_alto_800/01_maruti_alto_800_red.jpg http://www.carsalesindia.com/displayimage.jsp?img_identifier=12378 http://www.olacabs.com/img/seo_images/maruti_wagnor_r_1367601855.jpg http://img.carwale.com/wp/600/Mar1013200523651AM718200474_600.jpg http://images.cardekho.com/carimages/carexteriorimages/large/Maruti/maruti_swift_dzire/maruti-swift-dzire-exterior120.jpg http://www.motortrend.in/carimages/images/maruti-sx4-2012.jpg http://www.indiandrives.com/wp-content/uploads/2011/04/Maruti-A-Star-automatic.png http://www.gaadicdn.com/car_alb/large/Maruti_Ritz_1.jpeg http://imagecdn8.cartrade.com/img/800x600/car-data/big/maruti-suzuki-eeco-defaultimage.jpg http://2.bp.blogspot.com/85sZHXDgOLs/UhYt6Rx2RQI/AAAAAAAABpg/8y4wWtSGv5k/s1600/Suzuki-Wagon-Rand-Stingray-Photo-Gallery-2008-08F3C170431418AA.jpeg http://www.gaadicdn.com/car_alb/large/Maruti_Ertiga_7.jpeg http://www.hdwallpaperstop.com/wp-content/uploads/2013/05/2009-Maruti-Suzuki-GrandVitara-Wallpapers.jpg
A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI
CHAPTER-1 INTRODUCTION 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 Suzukis 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. Maruti Suzuki India Limited commonly referred to as Maruti and formerly known as Maruti Udyog Limited, is an automobile manufacturer in India. It is a subsidiary of Japanese automobile and motorcycle manufacturer Suzuki. As of November 2012, it had a market share of 37% of the Indian passenger car market. Maruti Suzuki manufactures and sells a complete range of cars from the entry level Alto, to the hatchback Ritz, A-Star, Swift, Wagon R, Zen and sedans DZire, Kizashi and SX4, in the 'C' segment Eeco, Omni, Multi Purpose vehicle Suzuki Ertiga and Sports Utility vehicle Grand Vitara. The company's headquarters are on Nelson Mandela Road, New Delhi. In February 2012, the company sold its ten millionth vehicle in India. 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
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A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI 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. Originally, 18.28% of the company was owned by the Indian government, and 54.2% by Suzuki of Japan. The BJP-led government held an initial public offeringof 25% of the company in June 2003. As of May 2007, the government of India sold its complete share to Indian financial institutions and no longer has any stake in Maruti Udyog.[11] Maruti Udyog Limited (MUL) was established in February 1981, though the actual production commenced in 1983 with the Maruti 800, based on the Suzuki Alto kei car which at the time was the only modern car available in India, its only competitors - the Hindustan Ambassador and Premier Padmini - were both around 25 years out of date at that point. Through 2004, Maruti Suzuki has produced over 5 Million vehicles. Maruti Suzukis are sold in India and various several other countries, depending upon export orders. Models similar to those made by Maruti in India, albeit not assembled or fully manufactured in India or Japan are sold by Pak Suzuki Motors in Pakistan. The company exports more than 50,000 cars annually and has domestic sales of 730,000 cars annually. Its manufacturing facilities are located at two facilities Gurgaon and Manesar in Haryana, south of Delhi. Maruti Suzukis Gurgaon facility has an installed capacity of 900,000 units per annum. The Manesar facilities, launched in February 2007 comprise a vehicle assembly plant with a capacity of 550,000 units per year and a Diesel Engine plant with an annual capacity of 100,000 engines and transmissions. Manesar and Gurgaon facilities have a combined capability to produce over 14,50,000 units annually. About 35% of all cars sold in India are made by Maruti. The company is 54.2% owned by the Japanese multinational Suzuki Motor Corporation per cent of Maruti Suzuki. The rest is owned by public and financial institutions. It is listed on the Bombay Stock Exchange and National Stock Exchange of India During 2007 and 2008, Maruti Suzuki sold 764,842 cars, of which 53,024 were exported. In all, over six million Maruti Suzuki cars are on Indian roads since the first car was rolled out on 14 December 1983. The Suzuki Motor Corporation, Maruti's main stakeholder, has been a global leader in mini and compact cars for three decades. Suzukis strategy is to utilize light-weight,
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A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI compact engines with stronger power, fuel-efficiency and performance capabilities. Nearly 75,000 people are employed directly by Maruti Suzuki and its partners. It has been rated first in customer satisfaction among all car makers in India from 1999 to 2009 by J D Power Asia Pacific. Maruti Suzuki will be introducing new 800 cc model by Diwali in 2012.The model is supposed to be fuel efficient, and therefore more expensive. With increasing market competition in the small car segment, a new model along with the upcoming WagonR Stingray will be the key fresh products for Maruti Suzuki India (MSI) to defend its market share amid the ever increasing competition. The company plans to expand its manufacturing capacity to 1.75 million by 2013. For this the company will be investing around Rs. 60 Billion (Rs 6,000 Crores) over the period till 2013.
THE BOARD OF DRICETORS AND MANAGERS OF MARUTI SUZUKI

Director Chairman (Non-Executive) Director O Suzuki R C Bhargava Amal Ganguli D S Brar Pallavi Shroff Director & Managing EO (Engg.) Managing Director & CEO Company Secretary Directors & MEO (Supply Chain) Director Keiichi Asai Kenichi Ayukawa S Ravi Aiyar Kazuhiko Ayabe Kinji Saito R P Singh Joint Managing Director Director Toshiaki Hasuike S Nakanishi
PRODUCTS OF MARUTI SUZUKI:

800(Launched 1983) Omni (Launched 1984) Gypsy(Launched 1985) WagonR(Launched 1999) Alto(Launched 2000) Swift(Launched 2005) Estilo(Launched 2006) SX4(Launched 2007) Grand Vitara(launched 2007) Swift Dzire(Launched 2008) A-star(Launched 2008) Ritz(Launched 2009) Eeco(Launched 2010) Alto K10(Launched 2010) Maruti Ertiga(Launched 2012) Maruti Alto 800(Launched 2012)
MARUTI ADD-ON SERVICES:

Maruti Insurance Maruti Driving School Maruti Finance Maruti True Services Maruti Genuine Accessories
Indian Four Wheeler 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 RollsRoyce have long since made a foray into the Indian car market.
CHAPTER- 2 REVIEW OF LITERATURE

1) MR.VISHAL.S.RANA had made a study on PERFORMANCE EVALUATION OF MARUTI SUZUKI INDIA LIMITED: Maruti Suzuki India Limited is Indias leading & largest Passenger car manufacturer which accounting for nearly 50 percent of the total industry sales. With a view to cater the demand of all types of customer the company has variety of brands in its basket i.e ranging from the peoples car Maruti 800 to the stylish hatch-back Swift, SX4 Sedan and luxury sports utility vehicle (SUV) Grand Vitara. The company has received ample awards and achievements due to its continuous innovations and technological up gradations. The company today is very conscious about safeguarding the environment from vehicle pollution which resulted in launching of its advanced K-Series engines. Despite of stiff competition, Maruti Suzuki India Limited is presently considered as the leading automobile giant due to its remarkable Economic, Environmental & Social performances. The object of this paper is to evaluate the performance of Maruti Suzuki India Limited with respect to Export, Sales, Production and Sales Network.
2) TITLE OF THE THESIS- A study of Sustainability of the small car segment in Automobile sector of India Indian automobile sector witnessed a modest beginning when first Car was produced by Premier Automobile limited, and rolled out on Indian roads in 1949. For a long time only three players dominated the Indian car manufacturing Industry. When Maruti Udyog Limited introduced its much awaited and much sought after small car, MARUTI-800 in India, in 80s, a sensation was created in Indian car market. The government of Indias shift in the approach towards Indian automobile industry, as spelled out in the government of India, Auto policy 2002, the increased disposable income with Indian Middle Class, fast development of good quality roads linking metros and other big cities of India, urbanization of population, shift in the consumer profile has provided much needed boost to the Indian automobile sector.
A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI 3) MARUTI SUZUKI INDIA-WINNING THROUGH DESIGNING AND DELIVERING SUPERIOR CUSTOMER VALUE The relationship between designing and customer value is one of planning and executing. Design is the planning that lays the basis for the making of every object or system. "To design" refers to the process of originating and developing for a product, structure, system, or component with intention. "A design" is used for either the final plan or the result of implementing that plan in the form of the final product of a design process. A customer value proposition consists of the sum total of benefits which a vendor promises that a customer will receive in return for the customer's associated payment. Winning through Excellent Customer Service is the only sure formula for winning more and more customers than competition. Good customer services help the companies in attracting and Keeping many loyal and committed customers for life.
4) By J K SATIA & PS THOMAS in July 1989 has made a study on Maruti Udyog ltdMaruti Udyog Ltd was set up in 1980 by the government to produce automobiles. By collaborating with Suzuki Motor Company in 1982 , it was hoped that the famed Japanese style of management would catalyse the small and backward car industry and some of the others ti which it was linked. Maruti got off to an excellent start by public sector standards. However, by 1985, fiscal, balance of payment, and technology transfer problems began to surface. Ith current order books winding sign by 1990, questions arise as to MULs mission, its product-market strategies, its pricing policy, and the value of Japanese participation. Questions also arise regarding the coherence, long term stability, and development aims of governments policy towards the automobile industry.
5) By Gupta, Chakraborty IBS Center for Management Research (2009) MARUTI SUZUKI'S INDIA LIMITED: COMPETITIVE STRATEGIES OF THE MARKET LEADER This case examines the competitive strategies of Maruti Suzuki India Limited, a subsidiary of Japan based Suzuki Motor Corporation, the market leader in the Indian passenger car industry. Maruti was founded in 1981. After the liberalisation of the Indian economy in 1991, several foreign players had entered the Indian passenger car market. Maruti started losing market share
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A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI as the competitors firmly established their foothold in the car market with the launch of several new models that became popular with Indian buyers. To counter the competition, Maruti started a major restructuring exercise in 2003. The company focused on upgrading manufacturing, increasing capacity, launching new products at regular intervals so as to cater to all the segments of the Indian passenger car market and venturing into other related businesses like car finance, insurance and buying and selling used Maruti cars. Maruti's restructuring exercise helped the company hold its market leadership position and retain its market share. The case examines how the deregulation of the Indian automobile industry had an adverse impact on Maruti's market share.
6) By AWASTHI & TANUKA ,13-Jul-2012 had made a study on FINANCIAL ANALYSIS OF MARUTI SUZUKI INDIA LTD & COMPARATIVE STUDY WITH TATA MOTORS AND HYUNDAI MOTORS The Indian automobile industry has an enormous opportunity for creating new wealth by delivering value to the world and by delivering value to the domestic user. The automobile industry also has the opportunity to contribute in equitable distribution of the wealth so created. This, the industry can do by developing a new paradigm in employment. I emphasise this point because India cannot become a major economic power unless it wins the employment challenge. Today the Indian automobile industry employs half a million people in the organised sector and about ten million people in the unorganised sector. To my mind, the potential is several times this number. To realise that potential, we have to seize the opportunities both at home and worldwide. And these opportunities are looming large on the horizon. Globalisation and the convergence of information and communications are leading to unbundling of design, engineering, component manufacture and assembly operations. India can take advantage of this global unbundling trend. The Indian automobile component industry is emerging as a worldclass outsourcing destination for global auto majors. Outsourcing is now extending to demanding components like the gearbox. India is also becoming a destination for automobile research and development.
7) By GAUHAR FATMA & ELA KUMAR made a research on MARKETING STRATEGIES OF MARUTI SUZUKI LIMITED
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A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI All the marketing strategies are based on right mix of 4Ps, only those can be ahead which has the right marketing strategies because it increases the chances of better market penetration with proper utilization of resources. Maruti Suzuki India limited is presently considered as the leading automobile giant. This research paper is purely based on secondary data and tries to study the different strategies of Maruti Suzuki, its vast network of dealers and service centers which provides proper after sale service and is able to maintain good relationship with customer which is their strongest point.
8) Maruti Suzuki India Limited - Competitive Strategies of the Market Leader-2009 The case examines the competitive strategies of Maruti Suzuki India Limited (Maruti), a subsidiary of Japan based Suzuki Motor Corporation (Suzuki), the market leader in the Indian passenger car. The company focused on upgrading manufacturing, increasing capacity, launching new products at regular intervals so as to cater to all the segments of the Indian passenger car market and venturing into other related businesses like car finance, insurance and buying and selling used Maruti cars. Maruti's restructuring exercise helped the company hold its market leadership position and retain its market share. The case examines how the deregulation of the Indian automobile industry had an adverse impact on Maruti's market share. It also details how Maruti's competitive strategies helped it to sustain its market leadership. The case ends with a discussion on Maruti's future strategy. 9) Chanchal Pal Chauhan, ET Bureau Feb 1, 2013-Maruti Suzuki aims to become India's largest exporter of passenger cars NEW DELHI: Maruti Suzuki, India's largest carmaker, is scripting a strategy to pole-vault itself to become India's largest exporter of passenger cars, by building a base for manufacturing 3million cars in five years that includes at least 10 new vehicles across segments, including the light commercial segment. To implement this ambitious target from ground-up in India, the Japanese parent is slated to put in place a high-level management team that would monitor the progress of the new endeavor
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A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI 10) M.A.Lokhande & Vishal Sunil Rana had made an attempt to study on Marketing Strategies of Indian Automobile Companies: A Case Study of Maruti Suzuki India Limited In todays competitive era the word Strategy is very crucial for all business organizations. Presently organizations started realizing that customer centric and aggressive marketing strategies plays vital role to become successful leader. Though globalization has opened the doors of opportunities for all, the market is still crowded with some unknown risks and lot of competition. Because of this competition, a marketing strategy must aim at being unique, differential-creating and advantage-creating. To obtain unique and differential advantage, an organization has to be creative in its marketing strategy. Today due to innovative marketing strategies Maruti Suzuki has become the leading & largest seller of automobiles in India. Company has adopted various Brand positioning, Advertising, Distribution strategies to capture the market. Marutis few unique promotional strategies include Teacher Plus Scheme, 2599 scheme, Change your life campaign. The objective of this paper is to focus on various marketing strategies of Maruti Suzuki India Ltd. 11) Gunjan Malhotra and Soumyadeep Sinharay researched on Maruti Suzuki Reigning Emperor of Indian Automobile Industry It was first week of June 2010. Mr Shinzo Nakanishi, MD & CEO of Maruti Suzuki India Limited (MSIL) was in a very nice mood, particularly because of MSILs performance in last calendar month. For the first time in history, MSIL has sold over one lakh units in a month in May 2010. Sitting in his suite, he was wondering how this company has come up its ages in Indian environment. He was realizing the commitment of his employees and managers; also he was planning to announce a reward to all his employees. Then there was a knock on his door and then Mr. Tsuneo Ohashi, Managing Executive Officer: Production came in. Mr. Tsuneo informed him that the research desk of a leading investment bank has started doubting the YOY growth of the organization and has suggested its clients to offload their investments from MSIL. Mr. Nakanishi became perturbed. In his sub-conscious mind he was going back through all the incidents which happened in Indian business environment over the last 25 years and how MSIL has strategized to remain the dominant market share. He was trying to find out where it went wrong?\
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A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI 12) Sai Prasanna Ragu & R. muthukumar, April 2009 made a study on Maruti Udyog Ltd to Maruti Suzuki Ltd.:25 Years of Corporate Transformation The case study outlines the transformation of Maruti Suzuki India Private Ltd. (Maruti) from a state-owned company to a dominant market player (with protectionism all around) and also to an effective competitor (in the era of increased and intensified competition from domestic and foreign players). Beginning with its inception as Maruti Udyog Ltd. (MUL), the case study progresses towards its market entry, growth, expansion, turnaround and competitive strategies to establish and strengthen its presence in the Indian passenger car market. The case study also highlights Marutis strategies to counter intensified competition and external conditions like global economic recession, the resultant credit crunch and its impact on sales volume. Given its successful corporate transformation over the past 25 years, there arises the dilemma whether it can adopt proven strategies of the evolutionary phase to the new revolutionary phase of another 25 years or so? Further, amid challenging industrial and economic conditions, what are the growth options for Maruti Suzuki to ensure future growth sustenance and profitability?
13) M.N.Badrinath & Santhosh Kumar A.V. made a research on Labour Dissonance At
Maruti Suzuki India Limited A Case study on Industrial Relations The Indian national labour institute states that 55 percent of the labour forces are on contract basis. This enhances competitiveness and improves the profitability along with increase shareholder value of the company. Every six months the employees are removed and reappointed; reason being beyond 6 months of continuous employmentmedical benefits and provident funds should be provided. Indias automobile sector employs just over 7 percent on a permanent basis. These grey areas in the labour contract (regulation and abolition) act1970 have led to the unfair wage practices and hostile work environment at Maruti Suzuki India Limited. The problem of contract labour is compounded by archaic labour laws, ironically established to support and protect workers. The management at Maruti Suzuki India Limited is to be blamed for its insensitivity and inability to understand or handle a situation that was careening out of control. While relentlessly chasing higher production targets, they seemed oblivious to the urgent signals being sent out by restive workers. Though it may be a slow recovery for Maruti Suzuki that lost one of its human resource managers to labour unrest; but there are lessons to be learned from companies that have seen labour dissonance. This Case Study focuses on various issues
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A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI related to Labour Unrest at Maruti Suzuki India Limited. It also brings out aspects related to its impact on Profits, issue of Contract Labour and role of Collective Bargaining in maintaining good Industrial Relations.
14) Mili Srivatava & Archana Singh had made a research on Factors Affecting Customer Satisfaction: A Study on Maruti Suzuki
Abstract : Exceptional customer service results in greater customer retention, which in turn results in higher profitability. Customer loyalty is a major contributor to sustainable profit growth. To achieve success, a company must make superior service second nature of the organization. A seamless integration of all components in the service-profit chain employee satisfaction, value creation, customer satisfaction, customer loyalty, and profit and growth links all the critical dynamics of top customer service. Many companies forget that satisfying customer needs and continuous value innovation is the only path to sustainable growth. This creates opportunities for new, smaller companies to emulate and improve upon what made their bigger competitors successful in the first place and steal their customers. Organizations are increasingly interested in retaining existing customers while targeting non-customers. Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace.
15) Amitava Mukherjee & Gunjan Malhotra An Empirical Research on Consumer

Behavior towards Small Car Segment in Indian Market Indias automobile industry has undergone a remarkable transformation in the last decade. The small car segment (A1 and A2 segment compact cars) remains at the forefront of this growth story. The automotive industry in India grew at a Computed Annual Growth Rate (CAGR) of 11.5 % over the past five years, and the growth rate in last FY2010-11 was impressive at more than 26% (Maruti Suzuki Ltd, Annual Report 2009-2010). This research paper focuses on customer perception towards various features of existing cars and tries to find the degree of consumer preferences about different automobile features which influences their buying behavior. The increasing disposable income of common people evolution of a sophisticated well off middle class and affordability of high quality cars fuels the growth of the Indian Automobile
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A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI sector. The research analyses 161 complete responses from Northern region of India and suggests certain product aspects that the existing players should focus on more closely to allure the customers with better services and at the same time to retain the existing customers
16) Manish Kumar Srivastava & A.K.Tiwari had made a study onA Study of Behaviour of Maruti SX4 and Honda City Customers in Jaipur In the present era of globalization, companies are finding it difficult to attract the customers towards their offerings. Proper understanding of consumer buying behavior will help the marketer to succeed in the market. In India, with increase in purchasing power of people leading to the change in their life style, there has been a huge demand for automobiles with modern technologies. A3 segment cars have a very good market in India. The objective of this paper is to study the behavior of consumers while they go for the purchase of A3 segment cars especially Maruti SX4 and Honda City and also to analyze the attributes of the car which are considered important.
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CHAPTER 3 RESEARCH METHODOLOGY 3.1 Research Problem

It is the pain area for which the researcher needs to find or suggest some solutions. The pain area of the researchers topic, a study on tool to identify consumer satisfaction towards Maruti Suzuki cars in Mumbai, is to find whether the consumers are more satisfied with Maruti.
3.2 Objective of Study

1. To study about customer satisfaction towards after sale service. 2. To know about the market share of Maruti Suzuki. 3. To study about the add-on services provided by Maruti Suzuki to its customers. 4. To study about the factors influencing the customers in purchase of Maruti Suzuki cars.
3.3 Scope of Study

The researcher has made an attempt to collect data, which is representative of South Mumbai. This scope of study was taken due to logistical problems and also Mumbai is a miniature of Maharashtra. All attempts were made to collect the data from different parts of Mumbai. Thus the results of Mumbai can be used for further studies with respect to Maharashtra and India. Also one more reason why this area was taken into consideration was that, the area under research was heterogeneous in nature where all class people could be easily contacted. The research was done amongst all the customers who have Maruti Suzuki car.
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3.4 Hypothesis
Ho=There is no relationship of customer satisfaction dependent to price. H1=There is a relationship of customer satisfaction dependent to price. Ho=There is a relationship between customer satisfaction and after sale service of the Maruti H1=There is a relationship between customer satisfaction and after sale service of the Maruti
3.5 Data Collection

Primary Data:
Primary Data are those data, which are collected for the first time (first hand information). A structured questionnaire was built in correlation with objective of research and hypothesis. Thus, data using structured questionnaire was collected from different consumers.
Secondary Data:
Magazines, Trade Journals, Internet, Reference Books, Etc. are used to collect secondary data.
3.6 Research Instrument

Questionnaire formed in a structured format and accordingly surveys were carried out. The surveys were filled by different age group people in southern & western Mumbai. The information provided by them is 100 percent genuine and given in utmost faith. The questionnaire includes both open ended and close open ended questions. Open ended questions were used to find out the reviews of the respondents so that proper recommendation can be made. Close ended questions were used so that appropriate statistics could be calculated.
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3.7 Research Design

Research Design is an outline of research study which indicates that what researchers will do right from the initial stage till the final data analysis. Research Design constitutes decision regarding what, where, why, when and how concerning with respect to an enquiry. A Descriptive design was decided to implement as per the demand of this current research. Thus, the research design adopted by the researcher for the study was Descriptive to cover the various facts of the study. A study on tool to identify customer satisfaction towards Maruti Suzuki cars in Mumbai. The study is being made by the researcher to find out the market share of Maruti Suzuki and also the add on services provided by Maruti Suzuki. The study is restricted to South Mumbai and the data used is primary data as well as secondary data. The study will be done with the help of a questionnaire and the report will be prepared in the form of MS WORD and MS POWERPOINT.
3.8 Sampling Plan / Sampling Technique

A sampling design is a definite plan for obtaining a sample from a given population. It refers to the technique or the procedure the researcher would adopt to select units from the sample. It will also indicate the number of units to be included in the sample also known as sample size. The sampling technique adopted by the researcher was Simple Random Sampling
3.9 Testing of Hypothesis:

The researcher has made an attempt to test the hypothesis using CHI-SQUARE test.
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3.10 Limitation of Research

1. The cost incurred is minimal. 2. The scope of study was restricted to the South Mumbai. 3. Sample size was taken as 100 respondents; the result might have varied had it been more number of respondents. 4. The study depends on the biasness of the respondents; the result might have varied had there been a larger sample size. 5. The study depends upon the authentication of secondary data. 6. Possibility that the respondent may have given the incorrect answers
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CHAPTER -4 4.1Market Share of Maruti Suzuki in India:
As from the above pie chart it is clear that Maruti Suzuki holds the highest market share in automobile industry in India for the year 2013. Maruti Suzuki 46.49% The two other leading market share in automobile industry if India are Hyundai- 15.39% & Mahindra-9.51%
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The above table represents the sales figures of all the automobile companies in which Maruti Suzuki is at the top of table on monthly basis as well as on yearly basis then other automobile companies.
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The above table represents the comparison of sales of all the Maruti cars in the year of September 2013 from September 20102. As a result Alto 800+ & Swift Dzire are the highest selling cars of Maruti Suzuki . The sales of Maruti Suzuki from the year 2012 to 2013 has an increase of 1.8% < and on comparing month of August to September 2013 it has increased by 18.91%.
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4.2KEY INITIATIVES FOR SATISFYING CUSTOMERS Car pickup & delivery facility for women car owners
Quote Unquote: "The study finds that vehicle pickup and delivery before and after service has a strong impact on customer satisfaction. In particular, customers who say that their vehicle was picked up from their doorstep before service and delivered to the same point after service are notably more delighted with their after-sales service experience, compared with customers who do not receive this service...."
Car Safety device: Immobilizer

The company used technology to meet customer needs and even delight them. Following feedback that the company's cars were more prone to theft owing to their resale value, the company worked on an anti-theft immobilizer or "I-Cats;" system for all its new cars.
Setting up "Express Service Bays" & "2 - Technician Bays"

As the name suggests the company set out to delight its customers by offering them faster car service by introducing new concepts such as Express Service Bays & 2- Technicians Bays. These are done for customers who are hard pressed for time. Both the initiatives undertaken in this direction have helped improve customer interface and also helped increase the productivity and capacity of existing workshops.
Mega Camps
The company aggressively conducts 'Mega Camps' throughout the country round the year. Activities undertaken during a mega camp include complimentary car wash, AC & Pollution check up, oil and fuel top ups, wheel alignments etc. Apart from mega camps workshop camps like A/C checkup camps, PUC and general check-up camps, Locality camps , Pre monsoon camps etc are also regularly conducted as part of customer connect initiatives.
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Service at your Door Step through Maruti Mobile Support

Another unique initiative is the door step service facility through Maruti Mobile Support. Maruti Mobile Support is a first of it's kind initiative and is expected not only to help the company reach out customers in metro cities but also as a mean to reach semi urban /rural areas where setting up of new workshop may not be viable.
Complete Car Needs

The company's effort of providing all car-related needs -- from learning to drive a car at Maruti Driving Schools to car insurance, extended warranty and eventually exchanging the existing car for a new one -- under one roof at dealerships also enhances customer satisfaction.
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4.3Tools for measuring Customer Satisfaction:
Complaint and Suggestion Systems:

A customer-centered organization makes it easy for customers to register suggestions and complaints. Companies also using web sites and e-mail for quick, two-way communication.
Customer Satisfaction Survey:

Responsive companies measure customer satisfaction directly by conducting periodic surveys.
Ghost Shopping:
Companies can hire people to pose as potential buyers to report on strong and weak points experienced in buying the companys and competitors products. These shoppers can even test the companys sales personnel handle various situations.
Lost Customer Analysis:

Companies should contact customers who have stopped buying or who have switched to another supplier to learn why this happened.
Focus Groups:
Focus groups can be held on an informal or formal basis. On an informal basis, consider having a group of users meet for coffee or lunch to discuss their satisfaction with services being evaluated. On a more formal basis, a facilitator with experience in leading focus groups can work with personnel to plan questions and activities to elicit perception of value and satisfaction from participants.
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4.4SWOT ANALYSIS OF MARUTI SUZUKI: STRENGHTS

Maruti is the largest passenger car company in India, accounting for around 45% market share Over 6,000 people are employed with Maruti Good advertising, product portfolio, self-competing brands MUL is the first automobile company to start second hand vehicle sales through its Truevalue entity MUL has good market share and hence its after sales service is a major revenue contributor. Largest distribution network of dealers and after sales service centers Having different revenue streams like Maruti finance, Maruti Insurance and Maruti driving schools There are around 15 vehicles in Maruti Product portfolio. Has good product lines with good fuel efficiency like Maruti Swift, Diesel, Alto etc Over 700,000 units sold in India annually including 50,000 exports
WEAKNESES
Inability to penetrate into the international market Employee management, strikes, worker wage problems Maruti hasnt proved itself in SUV segment like other players Low interior quality inside the cars when compared to quality players like Hyundai and other new foreign players like Volkswagen, Nissan etc. Younger generations started getting a great affinity towards new foreign brands Government intervention due to having share in MUL.
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OPPORTUNITIES
Already a market leader so great opportunity to be the king of market in every stage of industry MUL has launched its LPG version of Wagon R and it was a good move simultaneously Export capacity of the company is giving new hopes in American and UK markets MUL can start R&D on electric cars for a much better substitute of the fuel New Dzire from Maruti will capture the market share and expected to create the same magic as Maruti Esteem(currently not available) Opportunity to grow bigger by entering into bigger car markets
THREATS
Government policies for the automobile sector across the world Ever increasing fuel prices Intense competition from global automobile brands and cheaper brands Substitute modes of public transport like buses, metro trains etc China may give a good competition as they are also planning to enter into Indian car segment Tata Motors launch Nano , Indigo e-cs are imposing major threats to its respective competitors segment
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CHAPTER 5 5.1ADD ON SERVICES

NEW INITIATIVES IN MARUTI SUZUKI LIMITED (one stop shop to meet all your needs)
MARUTI INSURANCE: In an effort to become a complete car company, Maruti has entered the car insurance business as well. It offers the customer all the advantages of settling insurance claims directly with any of the companys authorized dealers. Maruti Insurance is one of the most renowned car insurance companies in India. The company has ties up with Bajaj Allianz, National Insurance Company, Royal Sundaram, and New India Assurance. Car insurance policy of Maruti Insurance is a single solution to all your car insurance needs, which may include instant policy issuance to post accident repairs on near cash-less basis. Automobileindia.com furnishes detailed information on Maruti Insurance.
The Basics Features of Maruti Insurance: Car insurance under Maruti Insurance has a few basic features. Automobileindia.com furnishes detailed information on Maruti Insurance. Maruti provides motor insurance for Maruti vehicles only, which excludes Third Party policies. Maruti Insurance is available to customers only through Maruti dealer network all over India. Maruti Insurance provides insurance for Maruti vehicles up to 7 years old. One of the biggest plus
points of insuring under Maruti Insurance, the vehicle can remain under cover as long as it lasts. Advantages of insuring with Maruti Insurance: Maruti Insurance offers a number of advantages, which contributes to its immense popularity. Automobileindia.com furnishes detailed information on Maruti Insurance.
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MARUTI FINANCE
Maruti Finance offers the best finance packages to consumers across the entire Maruti range. The service is being extended across the country in a phased manner Maruti is the leading company in the Indian passenger car market. A market share of 54 per cent followed by a host of popular models in various segments like Maruti 800, Omni, Esteem, Baleno, Swift and the like has ensured that Maruti continues to be a major force in the Indian automobile market. However, to maintain its prominent position in the midst of increasingly expanding Indian automobile market and the entry of Indian and foreign auto majors, Maruti has come up with a number of innovations and Maruti Car Finance is one of the popular such option.As part of the Maruti car finance, the company has entered into tie-ups with leading banks and financial institutions in the country. Maruti provides for financing help with the State Bank of India (SBI), Citibank, Kotak Mahindra Bank and a few others In addition to, Maruti Countrywide and Citicorp Maruti Finance are the two joint ventures of Maruti with the leading names like GE Capital and Citibank that provides for financing and loan assistance for buying all categories of Maruti cars.
MARUTI GENUINE ACCESSORIES

A single point of contact, Hassle-free transactions, Emergency Assistance, Virtually Cashless Repairs Post accident repairs and insurance support at any dealer workshop. Maruti Suzuki Genuine Parts and Accessories are priced very competitively and offer a customer best value for money and quality. Browse through the complete range of accessories and contact the nearest dealer for more details.
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A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI We understand that, for you, your car is more than just a car. It's a statement about you. And so we know that you'd like to do special things to it, to make it unmistakably your very own. That's why there's Maruti Genuine Accessories. With a wide range of over 1600 accessories to help you fall in love with your Maruti once again. Each MGA product combines quality, durability, aesthetics and design, so that it complements your car. And gives you many years of driving pleasure.
MARUTI TRUE VALUE

Maruti has taken its first steps in the pre-owned car business under the brand name of Maruti True Value. Using their technological expertise, network support and the experience they have gained in the last 18 years, the company ensures the customers gets great value and completes the transaction zero hassles.
Maruti True service offered by Maruti Udyog to its customers. It is a market place for used Maruti Vehicles. One can buy, sell or exchange used Maruti vehicles with the help of this service in India.
ANYTIME MARUTI
Maruti Suzuki has also set up state-of-the-art call centers (operational in Delhi, Gurgaon, Mumbai, Chennai, Bangalore and Hyderabad) Branded Anytime Maruti, this 24 hour help-line clarifies all doubts and queries regarding Suzuki any time of the day or night. The toll free no. is 1800-1800-180
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MARUTI DRIVING SCHOOL

Road safety is a key concern area for both the Government and the people on Indian roads. Safe driving today requires a higher level of confidence and competence, given the poor traffic planning, increasing number of vehicles, and lack of professionalism in driving and untrained drivers on road. In a bid to address these issues, Maruti Suzuki India Ltd. has launched Maruti Driving School its initiative for promoting safe driving. MDS not just imparts better driving skills but also tries to inculcate safe driving culture through special theoretical sessions for behavioral training and road sense. The school was the first to introduce advanced driving training simulator for better judgment and concept of route maps for holistic on-road practice.
Opened in association with our dealer network, an MDS is where you can get world-class driving training to go ahead and drive with confidence. Inculcating global best practices, learning at MDS includes Classroom and Attitudinal Training. Advanced simulators create on-road driving situations so learners get a first-hand feel of the road before they actually drive. Special initiatives have Lady Instructors for Women learners. Today there are over 287 MDSs
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A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI nationwide, and we have already created 5 lakh better, more confident drivers. And the numbers are growing every day.
MARUTI ON ROAD SERVICES

Just dial 39891515 for a 24-hour on-road breakdown service in many cities. No other car company can match this.
http://images.mapsofindia.com/whitepages/logos/D_12848926001.jpg
MARUTI FOREVER YOURS

Maruti forever yours service include an extend of warranty with very reasonable rate.
MARUTI EXPRESS HIGHWAY SERVICES

Express Highway Service introduced with service stations at convenient points on important national highways
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MARUTI N2N
N2N is the short form of End to End Fleet Management and This fleet management service include end-to-end solutions across the vehicle's life, which includes Leasing, Maintenance, Convenience services and Remarketing
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5.2 MARKETING MIX

The basic elements of the marketing Mix of a company are the 4 Ps (Product, Price, Place And Promotion). The 4 Ps of Marketing helps in determining the various marketing strategies adopted by the company
PRODUCT
Maruti Suzuki has divided its Product line into five segments as per the following table.
Product Line Products A1 (Mini) -800 A2 (Compact/Hatch-back) -Alto, Zen, WagonR, Swift, A-star, Ritz A3 (Mid-Size) - Esteem, Baleno, Dzire (Esteem & Baleno have phased out) UTILITY VEHICLE (SUVs) - Vitara, Gypsy MULTI PURPOSE VEHICLE (MUVs) - Omni, Versa, Ertiga
The Cars have also been divided into its various variants depending on the type of fuel used. Some cars have been rolled out for use with both Petrol and Diesel. With rising prices of petrol, there is a sharp demand for Diesel-run vehicles. Also, MSIL has two of its cars with LPG fitting too. These are vehicles that run on LPG. Examples are M800 and WagonR. Maruti Suzuki Swift comes in both petrol and diesel variants.
MARUTI 800 Model Available - Std BSIII Petrol 2.16 lakhs - 2.46 lakhs
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ALTO 800 Model Available- Standard, VXi, LX , LXi Petrol & CNG 2.47 lakhs-3.61 lakhs
ZEN ESTILO
Model Available- VXi, LX , LXi, VXi ABS Petrol & CNG 3.50 lakhs-4.40 lakhs
WagonR Models Available- LX , LXi, VXi Petrol & CNG 3.62 lakhs- 4.46 lakhs
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SWIFT
Models Available- LDi, VDi, ZDi, LXi, VXi, ZXi Petrol & Diesel 4.49lakhs 6.68 lakhs
SWIFT Dzire
Models Available- LDi, VDi, ZDi, LXi, VXi, ZXi, VXi (Automatic) Petrol & Diesel 4.92 lakhs 7.50 lakhs
SX4 Models Available-VDi, ZDi, VXi, Zxi, VXi(CNG) Petrol, CNG & Diesel 7.22 lakhs 9.22 lakhs
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A-Star
Models Available - LXi, VXi, ZXi,VXi(automatic) Petrol 3.85 lakhs 4.70 lakhs
RITZ Models Available- LDi, VDi, ZDi, LXi, VXi, ZXi, VXi(automatic) Petrol & Diesel 4.32 lakhs 6.32 lakhs
EECO Models Available 5seater & 7seater Petrol & CNG 3.09 lakhs 4.12 lakhs
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STINGRAY
Models Available- LXi, VXi, VXi(O) Petrol 4.10 lakhs -4.60 lakhs
ERTIGA
Models Available- LDi, VDi, ZDi, LXi, VXi, ZXi, Petrol, Diesel & CNG 5.99 lakhs 8.71 lakhs
Grand VITARA
Models Available MT, AT Petrol 22.68 lakhs 24.61 lakhs
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PRICE
The prices of the cars of MSIL have generally been set to target the Lower middle-class and middle class families in India. Their pricing strategy is based on their continuing vision of Putting India on Four Wheels. Their prices are so designed as to enable people to upgrade from 2-wheelers to 4-wheelers and already 4-wheeler owners to upgrade to a better 4wheeleroffered by the company. In 2007, though the company changed its Price strategy as it was being labeled as Low-Price small-car manufacturer. They launched plans of a new Car in the Premium Car segment (Kizashi) to remove this Label attached to the companys reputation
PLACE
This is one part of the marketing mix where MSIL has an advantage over all of its competitors due to their presence in the country for the longest time as compared to its rivals. They enjoy a well-distributed and an extensive network of Car-sale outlets, Exclusive Showrooms, authorized service stations, True-value Outlets. MSIL has two state-of-the-art Manufacturing facilities setup in Gurgaon and Manesar to the south of Delhi. The combined capacity for the two plants is 1.2 million vehicles on an annual basis. Some numbers to show the extensive network for MSIL are: Showrooms & Car Sale Outlets 933 covering 668 cities Authorized service stations 1845 covering 1395 cities Dealership Outlets 1101 True-Value Outlets 353 covering 208 cities
Express Service Stations on Highways - 30The True-Value Outlets were started with a view to retain the customers under exchange programs enabling the customers to upgrade their existing car models. Later these outlets were converted to be a different vertical business unit of MSIL to capture the market for Pre-owned cars in India based on the high resale value of MSIL cars giving up to 70% returns on re-sale.
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PROMOTION
The company has for most of its years of operation targeted the Indian middle class families as their main consumers. Thats why their Promotional strategy has always been to create an emotional Connect with the audience. MSIL has used various media of promotion TV There have been a lot of advertisements through this media as most of the target audience connects to MSIL through its emotional TV commercials where the company touches everyone irrespective of their Demographics, Age, Occupations, etc. There is always an added advantage when you connect to the audience through audio-visual media as it is supposed to leave an ever-lasting impact on the consumers. Print Media The Company has also used Newspaper, Magazines to promote its products to the consumers.
Radio The Company also uses radio as an important media for advertising its product line. It sponsors certain shows on air, events for all radio users, etc. Apart from this, MSIL has also partnered with certain TV shows like Indias Got Talent and also it provides Sponsorships to certain famous events to make its presence felt. The company is also involved in certain CSR activities mostly around its manufacturing units to make the people grow with the company. This all helps in creating a visibility & goodwill for the company for the non-existing customers and hence, increasing the sales. There are Strategic Alliances that MSIL has entered into with many Banks, Insurance firms to provide its customers with Financing and Insurance products for making the process of purchase of a car easier for them.
The Company also conducts Mega-Camps where they provide AC & pollution checks, complimentary Car-wash to its customers to improve customer relations. Apart from all this, the company also has various seasonal Campaigns to target the audience like festival times to capture the celebrations mood of people and convert it into sales. Festivals like Navratris, Diwali, etc. are times when you would see such Discounts of 30-40K per car on offer.
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CHAPTER-6 DATA ANALYSIS & INTERPRETATIONS

GENDER
Gender Male Female Total
No. of Responses 76 24 100
80 70 60 50 40 30 20 10 0 Male Female
The above graph indicates the total number of males and females among whom the survey was conducted i.e. 76 Males and 24 Females
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A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI AGE Age 18-24 25-31 32-39 40-46 47 above Total Responses 38 32 20 6 4 100
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35 30 25 20 15 10 5 0 18-24 25-31 32-39 40-46 47 above
The above graph indicates the age of respondents i.e. 18-24 years= 38 respondents 25-31 years = 32 respondents 32-39 years= 20 respondents 40-46 years= 6 respondents 47 and above = 4 respondents
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Q1) Which model Maruti Car do you own?

Car Alto Zen Estilo Swift Swift Dzire WagonR Ertiga Vitara Omni Ritz SX4 A-Star Eeco Stingray Total
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No. of Respondents 15 3 21 23 15 8 1 1 10 2 1 0 0 100
20
15
10
The above graph indicates the car model owned by the respondents. i.e. Swift 21,Alto 15,Zen Estilo 21,Swdit Dzire 23,WagonR 15, Ertiga 8,Vitara Omni & A-Star 1,Eeco & Stingray none.
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Q2)From past how many years have you been using the model?
Years 0-2 2 to 4 4 to 6 More than 6 Total
No. of Respondents 39 43 15 3 100
50 45 40 35 30 25 20 15 10 5 0 0-2 2 to 4 4 to 6 More than 6
The above graph indicates the number of years the respondent using the car model 0-2 years= 39 2-4 years=43 4-6 years=15 More than 6 years=3
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Q3 Is the showroom nearby your place?
Store Yes No Total
No. of Respondents 57 43 100
60 50 40 30 20 10 0 Yes No
The above graph indicates that is the Maruti showroom situated nearby the respondents place Yes=57% No=43%
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Q4) How did you come to know about the car you purchased?
No. of Respondents Newspaper Advertisement Friend/Relatives Internet Total 8 27 47 18 100
50 45 40 35 30 25 20 15 10 5 0 Newspaper Advertisemnt Friend/Relatives Internet
The above graph represents on how people come to know about the car model i.e. People come to know about the product more from their friends & Realtive and Advertisement Than through Internet or Newspaper
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Q5) Rate the staff at Maruti Suzuki showroom. (Please tick)
Excellent Behavior Manners Helpful Service 22 15 24 34
Good 51 43 48 43
Average 16 33 24 18
Fair 11 9 4 5
Poor 0 0 0 0
Total 100 100 100 100
60 51 50 43 40 33 30 22 20 10 0 0 Behavior Excellent Manners Good Average Helpful Fair Poor Service 16 11 15 9 4 0 0 5 0 24 24 18 34 48 43
The above bar graph indicates the staff behavior at Maruti showroom. i.e. the staff Behavior ,Manners ,Helpful & Service is rated the most between Good and Average.
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Q6) Rank the following factors influencing in buying behavior of Maruti Suzuki car. (1 being the most important and 5 being the least important)
1 24 61 28 13 16 39 68 2 55 21 39 43 46 31 16 3 17 10 25 35 26 22 12 4 4 8 8 9 12 8 4 5 Total 0 100 0 100 0 100 0 100 0 100 0 100 0 100
Comfort Mileage Features Safety Looks Price Brand Image
80 70
60
50 40 30 20 10 0 Comfort Mileage Features Safety Looks Price Brand Image 1 2 3 4 5
The above bar graph indicates the following factors influencing customers buying Maruti cars. Brand Image, Mileage & Price are more influential in buying behavior of Customers than Safety, Features & Looks are least influential.
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Q7) From which of the following add- services are you unaware?
Add On Services M-Insurance Maruti Genuine Accessories Maruti N2N Anytime Maruti M-Finance Maruti Forever Yours Maruti Driving School Maruti on Road Services Maruti Extended Warranty Total No. of Respondents 2 6 13 24 3 10 12 28 2 100
30 25 20 15 10 5 0 M-Insurance Maruti Maruti N2N Genuine Accessories Anytime Maruti M-Finance Maruti Forever Yours Maruti Driving School Maruti on Road Services Maruti Exrended Warranty
The above Graph represents that the customers are not aware of which of the Maruti add on services i.e. Anytime Maruti & Maruti on Road Services are the most unaware services of Maruti amongst People.
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Q8) Do you prefer M-Finance over any other Finance option?
M-Finance Yes No Total
70 60 50 40 30 20 10 0 Yes No
The above graph represents the amount of respondent who would choose M-Finance over other finance options. Maximum of respondent i.e. 63 would not prefer Maruti Finance.
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Q9) Do you prefer M-Insurance over any other insurance option?
M-Insurance Yes No Total
80 70 60 50 40 30 20 10 0 Yes No
The above graph represents the amount of respondent who would choose M-Insurance over other insurane options. Maximum of respondent i.e. 73 would prefer Maruti Insurance.
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Q10) What is your Pre-sales experience while purchasing the car?
Pre Sales Excellent Good Average Poor Total
No. of Respondents 33 47 15 5 100
50 45 40 35 30 25 20 15 10 5 0 Excellent Good Average Poor
The above graph represents the experience of respondent during the pre sales at Maruti. Excellent=33 Good=47 Average=15 Poor=5
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Q11) How do you feel on Marutis Quality and Technology?
No. of Respondents Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total 26 45 18 7 4 100
Maruti's Quality & Technology

50 45 40 35 30 25 20 15 10 5 0 Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied
The above graph represents the satisfaction level of respondents towards Marutis Quality & Technology i.e. 71 respondent were Satisfied, 18 are neutral & 11 respondent are Dissatisfied.
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Q12) How do you feel about your Maruti Is Luxury and Spacious?
No. of Respondents Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total 22 42 24 8 4 100
Maruti is Luxury & Spacious

45 40 35 30 25 20 15 10 5 0 Highly Satisfied Saisfied Neutral Dissatisfied Highly Dissatisfied
The above graph represents the satisfaction level of respondents towards Maruti is Luxury & Spacious i.e. 64 respondent were Satisfied, 24 are neutral & 12 respondent are Dissatisfied.
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Q13) Is the car Delivered on Time?
Delivery Yes No Total
90 80 70 60 50 40 30 20 10 0 Yes No
The above graph represents that is the car delivered on time to the customers 83 respondents say it does get delivered on time.
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Q14) Do you find easy Availability of Spare Parts?

Spare Parts Yes No Total No. of Respondents 86 14 100
100 90 80 70 60 50 40 30 20 10
0
Yes No
The above graph represents the peoples response towards easy availability of spare parts of Maruti cars i.e. 86 respondents say it is easy whereas, 14 respondents say No.
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Q15) Would you like to re purchase the Marutis car?
Repurchase Yes No Total
Responses 77 23 100
90 80 70 60 50 40 30 20 10 0 Yes No
The above graph represents the number of respondent who would purchase the Maruti car again 77 respondent will purchase the Maruti brand car again.
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Q16) Would you like to recommend the Maruti car to your friends/relatives?
Recommend Yes No Total
Response 81 19 100
90 80 70 60 50 40 30 20 10 0 Yes No
The above graph represents the number of respondent who would recommend Maruti car to their friends and relatives i.e. 81 respondent will recommend and 19 will not recommend the car to their relatives.
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Q17) In which product sector do you think/feel Maruti should improve?
Response Hatchback Sedan MUV's SUV's Total 14 41 23 22 100
45 40 35 30 25 20 15 10 5 0 Hatchback Sedan MUV's SUV's
The above graph represents the suggestion from the respondent which product sector Maruti Company should improve and 41 respondents say it should improve in Sedan MUVs = 23 respondents SUVs= 22 respondents Hatchback=14 respondents
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Q18)How satisfied are you by the after sale service of Maruti?
After sale service Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total
Responses 25 39 28 6 2 100
45 40 35 30 25 20 15 10 5 0
Highly Satisfied
Satisfied
Neutral
Dissatisfied
Highly Dissatisfied
The above bar graph indicates the consumers satisfaction level with after sale service at the Maruti i.e. Highly Satisfied=25 Satisfied=39 Neutral=28 Dissatisfied=6 Highly Dissatisfied=2
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Q19) Are you satisfied with the overall service of Maruti?
Overall Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total
Responses 33 49 10 5 3 100
60 50 40 30 20 10 0 Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied
The above graph represents the overall satisfaction of respondent after purchasing from Maruti i.e. 82 respondents are satisfied, 10 respondents are neutral & 8 respondents are dissatisfied.
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TESTING OF HYPOTHESIS
Ho=There is no relationship of customer satisfaction dependent to price. H1=There is a relationship of customer satisfaction dependent to price. 1 13 20 6 0 0 39 O 13 6 13 1 0 20 21 7 1 0 6 2 1 1 0 0 2 1 2 0 0 0 0 3 0 2 6 21 2 2 0 31 E 12.87 10.23 7.26 2.64 0 19.11 15.19 10.78 3.92 0 3.9 3.1 2.2 0.8 0 1.95 1.55 1.1 0.4 0 1.17 0.93 0.66 0.24 0 3 13 7 1 1 0 22 4 1 1 1 2 3 8 (O-E)/E 0.001 1.75 4.89 1.02 0 0.04 2.22 1.33 2.175 0 1.13 0.39 0.65 0.05 0 1.95 0.131 0.01 6.4 0 1.17 0.93 0.66 31.74 0 58.637
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Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total
5 Total 0 33 0 49 0 10 0 5 0 3 0 100
2cal = (O-E) 2 E 2cal =58.637

D.F. = (rows1) (columns1) =4x4 = 16
2critical at 5% level of significance and 16 degree of freedom= 26.30
2cal>2critical
Therefore Accept H1.
Ans=There is a relationship between customer satisfaction dependent to price.
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A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI Ho=There is a relationship between customer satisfaction and after sale service of the store H1=There is a relationship between customer satisfaction and after sale service of the store Customer Satisfaction
After sale Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total Highly satisfied 18 13 2 0 0 33 Satisfied 5 23 20 0 0 48 Neutral 2 3 5 1 0 11 Dissatisfied 0 0 0 3 2 5 Highly Dissatisfied 0 0 0 2 1 3 Total 25 39 27 6 3 100
O 18 5 2 0 0 13 23 3 0 0 2 20 5 0 0 0 0 1 3 2 0 0 0 2 1
E 8.25 12 2.75 1.25 0.75 12.87 18.72 4.29 1.95 1.17 8.91 12.96 2.97 1.35 0.81 1.98 2.88 0.66 0.3 0.18 0.99 1.44 0.33 0.15 0.09
(O-E)/E 11.52 4.08 0.204 1.25 0.75 0.001 0.978 0.387 1.95 1.17 5.35 3.824 1.387 1.35 0.81 1.98 2.88 0.175 24.3 18.4 0.99 1.44 0.33 22.81 9.2 117.516
64
2cal = (O-E) 2 E 2cal = 117.516

D.F. = (rows1) (columns1) =4x4 = 16
2critical at 5% level of significance and 16 degree of freedom= 26.30
2cal>2critical
Therefore Accept H1.
Ans=There is a relationship between customer satisfaction and after sale service of the store
65
CHAPTER 7 CONCLUSION
Customer Satisfaction towards Maruti Suzuki cars so the conclusions on this topic are as follows: The Market Share of Maruti is the highest among other automobile companies in India Hatchback cars of Maruti are maximum purchased People own Swift ,WagonR , Alto & Ritz car models in the hatchback section Swift Dzire is the car is the highest Sedan selling car of Maruti Showroom of Maruti are far away from customers place People come to know about the car products mainly through their friends and relatives & through TV advertisement. The Maruti car is delivered on time People are unaware about the Anytime Maruti and Maruti on Road Services. Many of the customers prefer M-Insurance over other insurance Customers do not prefer M-Finance People recommend Maruti car to their Friends and Relatives People will repurchase Maruti car Spare parts of Maruti are easily available People are satisfied by the quality and technology of Maruti Suzuki car People are satisfied by the Maruti is luxury and spacious. Customer satisfaction is dependent on after sale service of the showroom. Maruti gives offers to their customers during Diwali
66
CHPATER 8 RECOMMENDATION
The recommendations for Maruti Suzuki are as follows: Maruti should increase the number of stores in Mumbai Should concentrate more on selling Sedan and MUVs products segment of cars Promote cars through TV advertisement. Should work more on SUV;s car segment to attract customers and give competition to other companies in that segment Delivery and servicing of the car by dealers must be very prompt and punctual in time. Model of the car should be more attractive, and satisfy the customer. Promotional strategies should be developed to compete against competition brand. Location of service center should be chosen based on customer convenience to increase sales.
67
CHAPTER 9 BIBLOGRAPHY
www.marutisuzuki.com www.carwale.com www.gaadi.com www.cartrade.com www.timesofindia.com www.economictimes.indiatimes.com www.studymode.com www.scribd.com www.wikipedia.com www.jdpower.com www.motorbeam.com www.theautomotive.com http://indianresearchjournals.com/pdf/APJMMR/2013/February/11.pdf http://shodhganga.inflibnet.ac.in/bitstream/10603/6701/6/06_abstract.pdf http://www.vikalpa.com/article/article_detail.php?aid=270&rowstart=7&action=case&category_ id=11 http://www.thecasecentre.org/educators/products/view?id=92103 http://ijaiem.org/Volume2Issue5/IJAIEM-2013-05-17-036.pdf http://www.studymode.com/essays/Financial-Analysis-Of-Maruti-Suzuki-India-1748365.html http://theglobaljournals.com/gra/file.php?val=MjQ2 http://www.icmrindia.org/casestudies/catalogue/Marketing/MKTG230.htm http://www.ijssbt.org/volume1/pdf/7.pdf http://home.ximb.ac.in/~jcr/cases/Case01-June2013.pdf http://www.ibscdc.org/Case_Studies/Strategy/Corporate%20Transformation/COT0011.htm http://www.ijarcsse.com/docs/papers/Volume_3/5_May2013/V3I5-0336.pdf http://www.somaiya.edu/VidyaVihar/media/pdf/4.%20An%20Empirical%20Research%20on%2 0Consumer%20Behavior%20towards%20Small%20Car%20Segment%20in%20Indian%20Mark et.pdf
68
A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI ANNEXURE Research Questionnaire Please take a few minutes to complete this survey. Your specific answers will be completely anonymous, but your views, in combination with those of others, are extremely important. This survey is regarding the customer satisfaction towards Maruti Suzuki cars. The response given will be used for the academic purpose to complete my Research work. Please tick mark where ever possible. Name: Gender: Age:
Male 18-24 years Female 25-31 years 32-39 years 40-46 years 47 years and above
Q1) Which model Maruti Car do you own?

M-800 WagonR Alto Ertiga Swift A-Star Swift Dzire SX4 Zen Estilo Ritz
Eeco
Grand Vitara
Stingray
Q2) From past how many years have you been using the model?
0-2 2-4 4-6 More than 6
Q3) Is the showroom nearby your place? Yes No
69
A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI Q4) How did you come to know about the car you purchased? Advertisement Newspaper Friends/Relatives Internet
Q5) Rate the staff at Maruti Suzuki showroom. (Please tick) Excellent Behavior Manners Helpful Service Very Good Good Fair Poor
Q6) Rank the following factors influencing in buying behavior of Maruti Suzuki car. (1 being the most important and 5 being the least important) 1 Comfort Mileage Features Safety Looks Price Brand Image 2 3 4 5
Q7) From which of the following add- services are you unaware?
M-Insurance Anytime Maruti Maruti Genuine Accessories Maruti N2N
M-Finance Maruti on Road Services
Maruti Forever Yours Maruti Extended Warranty
Maruti Driving School
70
A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI Q8) Do you prefer M-Insurance over any other insurance option? Yes No
Q9) Do you prefer M-Finance over any other finance option? Yes No
Q10) What is your Pre-sales experience while purchasing the car? Excellent Good Average Poor
Q11)How do you feel on Marutis Quality and Technology? Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied
Q12) How do you feel about your Maruti Is Luxury and Spacious? Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied
Q13) Is the car Delivered on Time? Yes No
Q14) Do you find easy Availability of Spare Parts? Yes No
71
A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI Q15) Would you like to re purchase the Marutis car? Yes No
Q16) Would you like to recommend the Maruti car to your friends/relatives? Yes No
Q17) In which product sector do you think/feel Maruti should improve? Hatchback Sedan SUVs MUVs
Q18)How satisfied are you by the after sale service of Maruti? Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied
Q19) Are you satisfied with the overall service of Maruti? Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied
Thank you for sparing your time to fill up this questionnaire. Your feedback is extremely valuable.
(This information provided by you will be used solely for academic purposes)
72

Study on India's Automobile Sector with Focus on Maruti Suzuki

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UNIVERSITY OF MUMBAI PROJECT ON: A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI

SUBMITTED BY: JITENDRA RAWAL SYBMS-B SEMESTER-IV

PROJECT GUIDE: Dr. VINAY PANDIT

YEAR OF SUBMISSION: 2013-14

THE INFORMATION SUBMITTED IS TRUE AND ORIGINAL TO THE BEST OF MY KNOWLEDGE.

LIST OF DIAGRAMS CHAPTER 1

CHAPTER 4-MARKET SHARE OF MARUTI

CHAPTER 5-ADD ON SERVICES LOGO

CHAPTER 5-DIFFERNET MARUTI MODELS AND PRICES

A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI

CHAPTER-1 INTRODUCTION Maruti Suzuki India Ltd

THE BOARD OF DRICETORS AND MANAGERS OF MARUTI SUZUKI

A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI

A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI

PRODUCTS OF MARUTI SUZUKI:

MARUTI ADD-ON SERVICES:

A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI

Indian Four Wheeler Industry

A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI

A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI

CHAPTER- 2 REVIEW OF LITERATURE

15) Amitava Mukherjee & Gunjan Malhotra An Empirical Research on Consumer

A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI

CHAPTER 3 RESEARCH METHODOLOGY 3.1 Research Problem

3.2 Objective of Study

3.3 Scope of Study

A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI

3.5 Data Collection

3.6 Research Instrument

A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI

3.7 Research Design

3.8 Sampling Plan / Sampling Technique

3.9 Testing of Hypothesis:

A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI

3.10 Limitation of Research

A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI

CHAPTER -4 4.1Market Share of Maruti Suzuki in India:

A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI

A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI

A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI

Car Safety device: Immobilizer

Setting up "Express Service Bays" & "2 - Technician Bays"

A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI

Service at your Door Step through Maruti Mobile Support

Complete Car Needs

A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI

4.3Tools for measuring Customer Satisfaction:

Complaint and Suggestion Systems:

Customer Satisfaction Survey:

Lost Customer Analysis:

A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI

4.4SWOT ANALYSIS OF MARUTI SUZUKI: STRENGHTS

A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI

A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI

CHAPTER 5 5.1ADD ON SERVICES

A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI

MARUTI GENUINE ACCESSORIES

MARUTI TRUE VALUE

A STUDY ON AUTOMIBLE SECTOR IN INDIA WITH SPECIAL REFERENCE TO MARUTI SUZUKI

MARUTI DRIVING SCHOOL

MARUTI ON ROAD SERVICES

MARUTI FOREVER YOURS

MARUTI EXPRESS HIGHWAY SERVICES