Summer Training Project On Maruti Suzuki

SUMMER TRAINING PROJECT REPORT
ON
CONSUMER SATISFACTION TOWARDS MARUTI SUZUKI

A Report Submitted in Partial fulfillment of the requirements,
For award of the degree of -
BACHELOR IN BUSINESS ADMINISTRATION

Submitted to:
by:
Submitted
Mrs. URVESH CHAUDHERY
SANCHIT THAREJA
(Asst. Prof.).
BBA + MBA,
5th semester in 3rd year,
11BBA027.
LINGAYAS UNIVERSITY
(An Institute of Management and Technology)
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SANCHIT THAREJA 11BBA027 (5th Semester & 3rd Year).
DECLARATION
I SANCHIT THAREJA, (3rd year, 5th semester) a student of, Bachelors In Business
Administration (B.B.A) from Linagayas University (L.I.M.A.T) hereby declare
that all information and facts and figures in this report are original in nature, which is
collected from various locations.
This information is true to the best of my knowledge.
SANCHIT THAREJA,
B.B.A + M.B.A,
5th semester in 3rd
year,
11BBA027
Page | 2
SANCHIT THAREJA - 11BBA027 (5th Semester & 3rd Year).
ACKNOWLEDGEMENT
It gives me pleasure to express my regard and sense of great indebtedness
and sincere gratitude to MRS URVESH CHAUDHERY for her superb
guidance and untiring help, constant encouragement thought the period of
project.
4-feb-2014
SANCHIT THAREJA
B.B.A + M.B.A
5th semester in 3rd
year,
11BBA027
INDEX
CONTENTS
1. DECLARATION.
2. ACKNOWLEDGEMENT.
3. PREFACE.
4. EXECUTIVE SUMMARY.
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5. INTRODUCTION OF THE COMPANY.

6. RESEARCH METHODOLOGY.
7. ANALYSIS & INTERPRETATION OF DATA.
8. FINDINGS.
9. SUGGESTIONS.
10. CONCLUSION.
11. BIBLIOGRAPHY.
12. QUESTIONNAIRE.
SANCHIT THAREJA11BBA027 (5th Semester & 3rd Year).
PREFACE
Summer training is one of the most vital and active part for the life of management
students. The basic idea behind this is to give the practical training to the students and
make them acquainted with actual method and procedures.
As a part of B.B.A course, I prepared a Summer Training Project on CONSUMER
SATISFACTION TOWARDS MARUTI SUZUKI.
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I did a case study on, Consumer Satisfaction towards MARUTI SUZUKI. An

extensive research and effort has been made for successful fulfillment of the training
report.
SANCHIT THAREJA(5th Semester & 3rd Year).
EXECUTIVE SUMMARY
In the month of February 1981, Maruti Udyog ltd. came into existence and later
revolutionized the face of four wheeler automobile segment in India. Maruti Suzuki is
a joint venture between Maruti Udyog Ltd and Suzuki. Arguably, it is one of the
biggest and also most successful car manufactures in India. Maruti Suzuki offers a
wide range of cars from small segment to the SUVs. Maruti Suzuki currently holds
approximately 55% of the entire car market in India.
Following is a marketing plan for Maruti Suzuki Sx4 targeted towards customers who
want 'a value for money' car. By the below given plan I expect to increase the sales of
the Maruti Suzuki Sx4 in Mumbai (India) by 11% by December 2010. 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.
Situation Analysis :
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The current market situation has been analysed using Poter's model
(FEPSOS) (Kotler and Singh) and Poter's Industry competency analysis model
(Poters'5 forces).
They key issues of the Poter's Model (FEPSOS) are mentioned below.
Key findings of Functions
Product - A3 segment car which is powerful and has a lot of features which
'make it value for money'
Place - The car is sold thru a channel of dealers the address of which can be
found on their website www.marutisx4.com
Promotion - The company spends a substantial amount on television and
print adverting; also there are many blogs, forum and news channels which give a
positive review of the car
Price - There are 5 variants of the car which give a wider option for the
customer to choose from
People - Various dealers, sales representatives at the dealer outlets,
employees and the existing customers
Process - The buying process of a car is a complicated process but there is
adequate knowledge and help from the sales representatives
Physical Evidence - the car's masculine looks, posters and internet w
Customer
He is the most important person in any business.
We are totally dependent on him.
He is not an interruption but a sole purpose of any business.
He is an essential part of our business and not an outsider.
He is not just money in the cash book, but a human being with feelings that
need to be treated respectfully.
He is termed as the king.
Customer can also be defined as: -
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A person, company, or other entity, which buys goods and services, produced by
another person, company, or other entity is known as a customer
Competitors :
Maruti's competitors are the Honda, Hyundai, Fiat, General Motors and
Mitsubishi. Furthermore, India's second hand cars sales market acts as
competition for the company. The main objective of the competitors seems to
be domination of the car markets in India and dethroning Maruti Suzuki from its
current leading position.
Strategies implemented by Maruti's competitors:
Bringing new models at regular intervals to enable customers to a wider choice
and also to differentiate themselves from their competitors.
Below are the strategies adopted by some of Maruti's competitors:
1.
Honda is cashing in on the goodwill of quality and drive comfort that is

generally associated with the brand.
2.
Fiat is trying to sell the Linea as a value for money car which is cheaper
than the Honda city which is current market leader in this segment(HondaCity
website 2009)
Objectives of the Study: 1.Conduct customer

2.To
find
satisfaction
out customer
survey
expectation
for
Maruti Suzuki.
from
Maruti Suzuki.
3.To study the factors those satisfy and delight the customer
Secondary objective:1.To find out problem faced by customers.
2.To understand the customers requirement from the Maruti Suzuki.
3.To know customer opinion about Maruti Suzukis vehicles.
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SANCHIT THAREJA11BBA027 (5th Semester & 3rdYear).
Research Technique: There are different types of research which are as follows:-
Exploratory Research: Exploratory data analysis (EDA) is an approach to analyzing data for the purpose of
formulating hypotheses worth
testing,
complementing
the
tools
of
conventional statistics for testing hypotheses. It was so named by John Tukey to

contrast with Confirmatory Data Analysis, the term used for the set of ideas about
hypothesis testing, p-values, confidence intervals etc. which formed the key tools in
the arsenal of practicing statisticians at the time.
Experimental research: -
Experimental research is commonly used in sciences such as sociology and

psychology, physics, chemistry, biology and medicine etc. It is a collection of research
designs which use manipulation and controlled testing to understand causal processes.
Generally, one or more variables are manipulated to determine their effect on a
dependent variable.
Descriptive research: This research is based on Descriptive research Descriptive research, also known as statistical research, describes data and
characteristics about the population or phenomenon being studied. Descriptive
research answers the questions who, what, where, when and how.
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Although the data description is factual, accurate and systematic, the research cannot
describe what caused a situation. Thus, Descriptive research cannot be used to create
a causal relationship, where one variable affects another. In other words, descriptive
research can be said to have a low requirement for internal validity.
Limitation of the Project Study :
The study is limited to only Bhubaneswar city. The buyers behavior

changes from place to place.
The consumers preference for the product keeps on fluctuating due to

circumstances, which then invalidates the report.
The information is subjective because the consumers taste, preferences, and

opinion may change quite often.
The information given by the respondents may or may not be true because
there might be cases where in the respondents may not be serious. However
all possible care has been taken to collect as accurate information as
possible.
INTRODUCTION OF THE COMPANY

INTRODUCTION
Customer Satisfaction Survey for Maruti Suzuki
In this world of competition any organization cannot avoid Customers. It
has become a necessity for an organization for its survival in any industry so that
customer satisfaction plays important role in each an every product life
cycle.C u s t o me r s a t i s f a c t i o n s u r v e y f o r M a r u t i S u z u k i i s t h e p r o j e c t c
o n d u c t e d f o r Maruti Suzuki Automotive pvt. Ltd in city of Amravati.
Today Companies are facingtoughest competition ever. The intense
competition makes the companies to take the necessary steps.To retain their
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existing customer as well as attract new once. In the environmentof advancement of

the technology the companies are trying hard to keep the pace with latest
development.This survey will help the company to know the customers
satisfaction level andfeedback of customers at the product in Amravati. It
will also help company to knowabout the competitors. This will help company to
know about wants and expectation of customers
PROFILE OF MARUTI SUZUKI: INTRODUCTION

Customer Satisfaction Survey for Maruti Suzuki
In this world of competition any organization cannot avoid Customers. It
has become a necessity for an organization for its survival in any industry so that
customer satisfaction plays important role in each an every product life
cycle.C u s t o me r s a t i s f a c t i o n s u r v e y f o r M a r u t i S u z u k i i s t h e p r o j e c t c
o n d u c t e d f o r Maruti Suzuki Automotive pvt. Ltd in city of Amravati.
Today Companies are facing toughest competition ever. The intense
competition makes the companies to take the necessary steps.To retain their
existing customer as well as attract new once. In the environment of advancement of
the technology the companies are trying hard to keep the pace with latest
development.This survey will help the company to know the customers
satisfaction level and feedback of customers at the product in Amravati. It
will also help company to know about the competitors. This will help company to
know about wants and expectation of customers
Maruti Suzuki is one of India's leading automobile manufacturers and the market
leader in the car segment, both in terms of volume of vehicles sold and revenue earned.
Until recently, 18.28% of the company was owned by the Indian government, and
54.2% by Suzuki of Japan. The Indian government held an initial public offering of
25% of the company in June 2003. As of 10 May 2007, Govt. of India sold its
complete share to Indian financial institutions. With this, Govt. of India no longer has
Page | 10
stake in Maruti Udyog and on 17 September 2007, Maruti Udyog Limited been
renamed Maruti Suzuki India Limited. The company's headquarters are located
in Delhi.
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
car which at the time was the only modern car available in India, its' only competitorsthe 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 Suzuki is sold in India and various several other countries, depending upon
export orders. Models similar to Maruti Suzuki (but not manufactured by Maruti
Udyog) are sold by Suzuki Motor Corporation and manufactured in Pakistan and
other South Asian countries. The company annually exports more than 50,000 cars and
has an extremely large domestic market in India selling over 730,000 cars
annually. Maruti 800, till 2004, was the India's largest selling compact car ever since it
was launched in 1983. More than a million units of this car have been sold worldwide
so far.
Car market leader Maruti Suzuki India Limited sold a total of 96,650 vehicles in
February 2010. This includes 11,885 units of exports. This is the highest ever total
monthly sales in the companys history (previous highest 95,649 units in January
2010).
The company had sold a total of 79,190 vehicles
in February 2009.
In February 2010, the company sold 84,765 units in the domestic market, up 20 per
cent over corresponding month last year. This is the highest ever domestic sales in a
month. The previous highest monthly domestic sale was 81,087 units, in January 2010.
The sales figures for and till February 2012 are given below:
In February
Segment
Till February
April'09 -
Models
2012
2011
% Change 2010-11
2009-10
% Change March'10
A1
M800
3178
4075
-22.0%
30266
46953
-35.5%
49383
Omni, Eeco*
10668
7641
39.6%
90450
71927
25.8%
77948
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Alto,
A2
Wagon-R,
Estilo, Swift, A-Star, 60380
50331
20.0%
578427
455981
26.9%
511396
10254
8043
27.5%
88862
67333
32.0%
75928
84480
70090
20.5%
788005
642194
22.7%
714655
535
-46.7%
3255
6095
-46.6%
7489
Ritz*
A3
SX4, D'zire
Total Passenger Cars

MUV
Gypsy, Grand Vitara 285
Domestic
84765
70625
20.0%
791260
648289
22.1%
722144
Export
11885
8565
38.8%
131982
58209
126.7%
70023
Total Sales
96650
79190
22.0%
923242
706498
30.7%
792167
* Ritz launched in May09, Grand Vitara 2.4 launched in July09, Eeco launched in January10
Chairman
Mr. RC BHARGAVA
Managing Director
Mr. kenichi ayukawa
Senior Joint Managing Director Mr. Tsuneo Kobayashi.

Joint Managing Director
Mr.toshiaki hasuike
Director (Marketing & Sales)
Mr. Shuji Oishi.
Directors
Mr. Osamu Suzuki, Mr. R.C Bhargava,

Mr. D.S Brar, Mr. Amal Ganguli
Ms. Pallavi Shroff, Mr. Manvinder Singh Banga.
Maruti Suzukis Marketing Mix: The marketing mix consists of the 4 Ps of marketing which are:
Product.
Price.
Page | 12
Place.
Promotion.
Product Strategy: The company has a portfolio of 13 products and the portfolio is divided into 5
product line A1
M800.
A2
Alto, Wagon R, Estilo, Swift, A-Star, Ritz.
A3
SX4, Swift DZire.
Omni, Eeco.
MUV Gypsy, Grand Vitara.
Price Strategy: The pricing strategy of the company is decided according to the product variant,
quality and design. The pricing starts from two lakhs to eighteen lakhs.
Place Strategy: The company has built a strong sales network of 600 outlets spread over 393 towns
and cities. The company provides maintenance support to customers through 2628
workshops spread over 1200 towns and cities.
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Promotion Strategy: The company advertises itself with the tag-line:
The medium of promotion are as follows:
Advertisements.
TV shows (Indias Got Talent).
Product Warranties.
Trade Shows.
Premiums (gifts).
Sponsorships.
Maruti Suzukis share value over the past one year: -
High
BSE
NSE
1740.00
1737.30
Page | 14
Low
741.50
741.00
SWOT Analysis of Maruti Suzuki:
Strength: Established Distribution and After Sales Service.

Value for money.
Understanding of the Indian Market.
Ability to design products with differentiating features.
Brand Image.
Experience and know-how in technology.
Low maintenance cost.
High re-sale value.
24*7 service availability.
Compact cars or small segment car.
Weakness: Lack of experience in foreign markets.

New to diesel cars.
People are resistant to buy upper segment models.
Its low market penetration in the sedan segment.
Heavy Import on fully built imported models.
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Its incapability to match the design compared to other companies.
Opportunity: Increased purchasing power of Indian Middleclass.

New segments.
Hybrid cars.
Tapping markets outside South Asia.
Tapping the upper class market.
Foreign collaboration.
Threats: Threats from Chinese Manufactures.

Global manufactures in India.
Availability of cheaper variants of car.
Leading competition from Tata, Hyundai and Fiat.
Lack of innovation in diesel engine technology.
Rapid change in customer preference.
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Aiming at achieving a better satisfaction:
Providing products and services that exceed customer expectations. In order to

exceed customer expectations, they try to be both bold and thoughtful in the
actions they take.
They continuously improve their performance in order to achieve better

quality, while challenging them to be more innovative.
They believe that the combination of these two approaches will lead to a safe
and comfortable automobile society.
Narayani Motors services begin with their effort to understand what their
customers see and feel. They start by listening to what they say.
They elicit customer feedback in a number of ways, such as investigating

customer satisfaction and perceptions of quality.
They aim to improve their customer service quality by providing quick and
precise answers and information, ensuring that customers feel satisfied with
their interaction with the Customer Support Center
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Sanchit thareja 11bba027 (5th Semester & 3rd Year).
Product Profile: All the following cars are the products of Maruti Suzuki. The range is as follows:
Eeco
Prices starts from 2.7 lakhs to 3.1 lakhs.

Available in 3 variants.
Launched on January 2010.
SX4

Launched on May 2007.
Zen Estilo
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Launched on August 2009.
Ritz

WagonR

Launched on February 2000.

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Swift
Swift DZire

Launched on March 2009.
Omni
Prices starts from 2 lakhs to 2.7 lakhs.

Launched on 2003(latest model).
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Launched on 1985(1st model), March 2003(latest model).
Gypsy
Gra
nd Vitara
Prices starts from 17 lakhs to 18.5 lakhs.

Launched on October 2006.
Alto
Prices start from 2.3 lakhs to 2.9 lakhs.

Launched on September 2000.
Page | 21
A-star

Launched on January 2009.
M 800

Launched on 1984(1st model), September 2009(latest).
Knowing more about the product Alto:
Overview: -
Maruti Suzuki Alto is a step up from the 800. Priced aggressively, the Alto has proved
to become the 'new' 800' for the masses. Design is typical Maruti Suzuki. Powering the
Alto is an 800 cc petrol engine that is mated to a 5 speed gearbox. Interior space is
decent and fit and finish is what you would expect in a car at this price.
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RESEARCH METHODOLOGY
DEFINITION:
Research methodology is a process to systematically solve the
research
problem.
It
may b e u n d e r s t o o d a s a s c i e n c e o f s t u d yi n g h o w
r e s e a r c h i s d o n e s c i e n t i f i c a l l y . W h y a research study has been
undertaken, how the research problem has been defined. In whatway
and why the hypothesis has been formulated, what data have
been collected and particular method has been adopted. Why
particular technique of analyzing data has been used and a host of
similar other questions are usually answered when we talk of research
methodology concerning a research problem or study.
INTRODUCTION: Research methodology refers to the search for Knowledge. It is a way to systematically
solve the research problem. In it we study the various steps that are generally adopted
by the researcher in studying his research problem along with logic behind them.
Research Methodology concerning a research problem or study provide answers to
various questions like; why a research study has been undertaken, how the research
problem has been defined, what data have been collected and what particular method
Page | 23
has been adopted to collect the data, what technique has been used for analyzing the
data and a host of similar other questions.
Though there are more than one alternative approaches available to the researcher, but
this not enough to make the task of selecting the suitable research design simpler. The
objective of study being the main determinant of the validity and reliability of the
method adopted the degree of usefulness of the scientific method. Since there are many
aspects of research methodology, in line of action has to be chosen from variety of
alternatives. The choice of suitable method is further complicated by the possibility of
many permutations and combinations. The fair selection can be arrived at through the
objective assessment and of course comparison of various alternatives.
The finally selected line of action must ensure that this is indeed best one as against
those rejected by the researcher. In addition, the circumstances and problems also
having a bearing in the choice. To count a fem, limitations could be imposed in the
sense of funds available, time and urgency in conducting the research. So the final
choice must be based on assessment of its advantage and disadvantages when weighted
against affecting factors. Research methodology can be said to have four major
components namely - Research design, Sample design, Data collection procedure and
the methods of analyzing and reporting the findings.
OBJECTIVE OF THE STUDY:
To know the satisfaction level of the customers having, MARUTI car.
To know how many persons are willing to buy, MARUTI cars.
To know the market share of, MARUTI cars.
To know the different criteria that the customer undertakes while purchasing
the cars.
Trough customer satisfaction, we can know the current position of MARUTI

SUZUKI, in the market.
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Also the study will provide detail about the automobile sectors and the position of the
company will be known.
NEED FOR THE STUDY:
Increasing competition, ever growing market, easy availability of the finances

and increasing population of young executives, with huge disposable incomes,
over the past few years has substantially increased the sales in the automobile
industry.
Also, the competition among the dealers of the products has increased with
each trying to maximize their customer base.
This makes it imperative for the dealers to provide the best of the services and
exceed the customer expectations to achieve customer delight and loyalty.
The study tries to understand the key service parameters and reflect upon the
dysfunctional areas, thus providing the dealer with an insight into the level of
customer satisfaction and changing trends of the customer expectations.
TYPES OF RESEARCH: On the basis of theoretical study a research has many types. All of these are distributed
on the nature of research. Some of these are like 1. Descriptive and Analytical.
2. Qualitative and Quantitative.
3. Conceptual and Empirical.
4. Applied and Fundamental.
5. One time research.
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Descriptive Research: - Descriptive research includes surveys and fact finding

enquires of different kinds. The major purpose of descriptive research is
description of the state of affairs as it exists at present. Researcher has no
control over the variables of this type of research.
Qualitative Research: - In our research we need comparison between different

stock brokers. So this based on all qualitative data. In short, Qualitative
research is especially important in the behavioral sciences where the aim is to
discover the underline motives of human behavior.
Quantitative Research: - Quantitative research is based on the measurement of

quantity or amount. It is applicable to phenomena that can be expressed in
terms of quantity. So we can use it in our research for collection of all the
numerical data.
Exploratory Research: Formulate research is another term used for exploratory

research. The important objective of such studies is for problem formation with
more precision for research and developing research hypothesis to get the result
for operations. The key concern in such studies is on generating ideas and
finding the insights.
Empirical Research: Empirical study relies on experience and observation

alone, often without due regard for system and theory. It is data based research
coming up with conclusions which are capable of being verified by observation
or experiment.
The study is based on Exploratory cum Empirical research.
SCOPE OF THE STUDY:
The study measures the experiences of customers.
Defines and analyses the experiences based on key deliverables.
Gains insights into Customer expectations.

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SOURES OF DATA COLLECTION:
Primary Data - The Primary Data has been collected through questionnaire.
Secondary Data - Secondary data includes information regarding present

market scenario, information regarding mutual funds and competitors are
collected by internet, magazines and news papers, books and websites.
Survey Method: - Survey refers to the method of securing information

concerning phenomena under study from all or selected number of respondents
of the concerned area. In a survey the investigator examines those phenomena
which exist in the universe independent of his action.
Questionnaire Method:-This method of data collection is quite popular,

particularly in case of big enquiries. In this method the questionnaire is
sent/give to the persons concerned with a request to answer the questions and
return the questionnaire. A questionnaire consists of a no. of questions printed
or typed in a definite order on a form or set of forms.
LIMITATIONS OF THE STUDY: The study is restricted in scope of owing to the following limitations:
Time Constraints:
Time is too short to conduct the study in depth. But I tried my best efforts to
collect the data.
Area Constraints:
My area of study was Bhubaneswar, Puri, Paradeep, due to shortage of time I
could not cover whole area.
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Money constraints:
Due to the money constraint, it was not able to cover the whole area.
Lack of Respondents Response:

Some respondents hesitated to respond to my questions openly. Due to this,
response of some questions can tend to be biased.
Small Sample Size:

As due to shortage of time, I could not cover whole population. So there is a
chance of error in sample size.
Non Co-operation of some Respondent:

Some Respondents did not properly cooperated for giving answers. The basic
reason for non cooperation was non-availability of time.
ANALYSIS & INTERPRETATION OF DATA

INTRODUCTION: -
Page | 28
Analysis is the process of breaking a complex topic or substance into smaller parts to
gain a better understanding of it. The technique has been applied in the study
of mathematics and logic since before Aristotle, though analysis as a formal concept is
a relatively recent development. Data analysis involves working to uncover patterns
and trends in data sets; data interpretation involves explaining those patterns and
trends. Researchers interpret data based on their background knowledge and
experience, thus different scientists can interpret the same data in different ways.
Data analysis and interpretation is critical in analyzing the market. What does this
information mean? Can one use the data in a constructive way to define the problem
and then establish a plan? In quantitative research, this step most often involves
statistics. In the marketplace one can find many statistical packages (computer-based)
to analyze the data.
It is impossible to collect data on every person in a select population; therefore
samples are necessary. A sample population is a part of the relevant population. How
well the sample reflects the relevant population dictates its validity. Results from a
sample that is not representative will negatively impact your marketing. In addition to
sampling and validity issues, marketing managers must make sure the data supports
the conclusions drawn. This is the interpretation step. Despite use of the correct
statistical tool and accurate calculations, the interpretation could be wrong.
This research and interpretation was based on the sample size of 100 people to
measure the satisfaction of the customer while was carried out with the help
questionnaire and personnel interview technique.
Descriptive research is used for this study as it is the best way to understand the lives
of the people around us. Analysis and the interpretations have been carried out with the
help of tables, charts and graphs, which helps to represent the data more successfully.
1. Influencing features for the purchasing power of the customer.

Page | 29
Particulars
No. of respondents
Percentage (%)
Price
36
36
Product Features
30
30
Brand
18
18
Service
16
16
Total
100
100
Analysis: Here we found that the price feature of Alto car is more influencing factor to purchase
power of the consumers. In this chart it is clear that price is very important factor for
the consumption level of the product. This is showing that % of price feature is more
than compare to others i.e. 36%. Hence, selling of Alto car is depending upon the
product quality.
2. Availability of the MARUTI ALTO.

Particulars
No. of respondents
Percentage (%)
Strongly Agree
65
65
Agree
25
25
Disagree
Strongly Disagree
3
Page | 30
Total
100
100
Analysis: Here we found that Maruti Alto is easily available in the showroom and there is no
waiting period of this car. So customer were strongly agreed with the availability of
the car i.e. 65%
3. Variety/Selection.
Particulars
No. of respondents
Percentage (%)
Strongly Agree
40
40
Agree
24
24
Neither Agree Nor Disagree
20
20
Disagree
10
10
Strongly Disagree
Total
100
100
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Analysis: Here we found that Alto has different variety of car and the customer has a bulk of
choice for the various variety provided by maruti Alto, so customers has strongly
ageed that Alto has different varieties of car. i.e. 40%.
4. Attractive discounts offered.

Particulars
No. of respondents
Percentage (%)
Strongly Agree
24
24
Agree
36
36
20
20
Disagree
12
12
Strongly Disagree
Total
100
100
Page | 32
Analysis: Here we found that the Dealers are providing various discount at the time of
purchasing of Alto. So acc. to the above chart customer agree that the company and the
dealers provides various discount and more % of the customer agree with the
statement. i.e. 36%.
5. Responds to complaints quickly.

Particulars
No. of respondents
Percentage (%)
Strongly Agree
30
30
Agree
40
40
16
16
Disagree
10
10
Strongly Disagree
Total
50
100
Page | 33
Analysis: Here we found that the complaints which are logged by the customers are quickly
responded by the company and the dealer used to send the person to solve the
problems so the above chart show that the complaints are quickly solved by the
company and majority % of the customer agree with the statement, i.e. 40%.
6. Service at Maruti Service Station Is Excellent.

Particulars
No. of respondents
Percentage (%)
Strongly Agree
20
20
Agree
30
30
34
34
Disagree
14
14
Strongly Disagree
Total
100
100
Page | 34
Analysis: Here we found that when customers want to repair or want to service their car at that
time the care of the car is atmost taken by the service centre, So the above chart shows
that the service is properly done by customer. So % of customer neither agree nor
disagree with the statement. i.e. 34%.
7. Important suggestions towards the Maruti Alto engine.

Particulars
No. of respondents
Percentage (%)
Very Good
20
20
Good
32
32
Average
30
30
Not Good
12
12
Cant Say
Total
100
100
Page | 35
Analysis: This chart shows the various suggestions towards the maruti Alto engine. Most of the
suggestions are good. On the other hand, most of the consumers are satisfied from its
engine capability. Hence, we can say that % various feedbacks of the consumers
regarding good is higher than compare to others i.e. 32%.
8. Customer satisfaction toward mileage of Maruti Alto.

Particulars
No.of respondents
Percentage (%)
Yes
76
76
No
24
24
Total
100
100
Page | 36
Analysis: Here we found that 76% customers are satisfied with the mileage of Alto and other
24% customers are not satisfied with the mileage of Alto they have diffirent perception
regarding the mileage of Alto. This chart showing the majority of satisfied customers,
so we can say that customers are satisfied with mileage of Alto.
9. Customer opinion on Maruti Alto related to safety features.

Particulars
No. of respondents
Percentage (%)
Very Good
20
20
Good
34
34
Average
24
24
Poor
22
22
Total
100
100
Page | 37
Analysis: This chart is showing that just customer satisfied with the safety features of Alto
because when customer expect more safety then cost of Alto beccome high. So here
34% customers are satiesfied with safety features of Alto and only 20% are most
satisfied with the safety and 24% average satisfied with the safety features remaining
22% are unable to say about the safety features of the Alto.
10. Customer opinion about good competitor of maruti Alto.

Particulers
No. of respondents
Percentage (%)
Cheverolet Beat
30
30
Hyundai i10
34
34
Hyundai Santro
16
16
Nissan Micra
20
20
Total
100
100
Page | 38
Analysis: Here we found that 34% is the highest value so its indicate that i10 is the best
competitors of the Alto, after that Beat and Santro are good competitors of Alto. Now
Nissan Micra has come in market with diffirent features and luxurious model so it is
also a good competitor of Maruti Alto. In this chart Nissan Micra got the 20 % so it
indicate the Nissan Micra is also competitor of Alto.
11. Customers Satisfaction towards the changes in the Alto car.

Particulers
No.of respondents
Percentage (%)
Satisfied
52
52
Nuetral
26
26
Dissatisfied
22
22
Total
100
100
Page | 39
Analysis: Here we found the costomers are very enthusiastic to want change in the Alto for their
better satisfaction i.e. 52% response by the customers. And 26 % customers are nuetral
towards the changes made & 22% customers are dissatisfied
Here majority is saying that customers want changes in the Alto as mostely customers
want to have wider Boot space as the space available between the front seat & the
rear is less, thus making it a little incomfortable.
12. Are you aware of the following facilities provided by Maruti

Maruti insurance
Particulars
No. of Respondents
Percentage %
Yes
66
66
No
34
34
Total
100
100
Page | 40
Extended warranty
Particulars
No. of Respondents
Percentage %
Yes
76
76
No
24
24
Total
100
100
Particulars
No. of Respondents
Percentage %
Yes
72
72
No
28
28
Total
100
100
True Value
Page | 41
Maruti Finance
Particulars
No. of Respondents
Percentage %
Yes
84
84
No
16
16
Total
100
100
Particulars
No. of Respondents
Percentage %
Yes
76
76
No
24
24
Total
100
100
Genuine Accessories
Page | 42
Analysis: Here we found that customers are aware of all the facilities that are avail by the
company and majority of the customer agree to avail all the facilities or some of the
facilities provided by the company here company says that from financing to all the
facilities such as insurance, true value, genuine accessories. So majority of the customer
are availing these services.
13. What is your overall opinion about Maruti Alto?

Particulars
No. of Respondents
Percentage %
Very Good
22
22
Good
37
37
Average
25
25
Bad
14
14
Very Bad
Total
100
100
Page | 43
Summary of the Analysis: Here we found that overall opinion of maruti Alto is that 22% of the customer treated
is as the best car, 37% of the customer treated it as the good car, 25% treated it as
neutral car and the rest treated it as a car not up to their mark.
FINDINGS
It is observed that
1.The prospective segment is from the business and self employ ed
class.
2.The company should concentrate on the age group 26-34.
3.Maruti should continue to maintain the standard of the service.
4.It is observed that, 42% of the respondent are of opinion
t h a t v e h i c l e s are as per expectation, and 20% are saying its below
expectation.
Page | 44
5.Company should improve its post sales service.

6.The customer highest priority is for the mileage.
7.Maruti Suzuki needs to improve its awareness about Add-onServiceslike any time Maruti, MEW etc.
8.Customer are highly satisfied with the service which help in
customer retention
9.It is observed that, 46% of the cust omers are of opinion that
M a r u t i should improve in quality, and 16% of the opinion that Maruti
shouldimprove in price.
10.Customers are highly satisfied which help in customer retention.
SUGGESTIONS
1After conducting the survey and knowing the market, I realized that:
2The company should keep in mind the need of young generation.
3Company should improve the promotion strategy of product.
4Company should improve the promotion strategy of Add-on services.
5 I t w i l l b e b e n e f i c i a l f o r t h e c o mp a n y t o m a k e t h e w a r e h o u s e n e a r
t o t h e showroom and there should be roof facility, adequate security facility
in thewarehouse.
6The Company should know its customers satisfaction level throughout doing periodic
surveys. Periodic surveys can treat customer satisfaction directly.
7 C o mp a n y s h o u l d i m p r o v e / u p g r a d e s i t s e mp l o ye e s p r o d u c t k n o w l e d
g e , market situation, and its competitors knowledge by giving proper training
toemployee.
8Company should upgrade or innovate its new product.
Page | 45
CONCLUSION
It has been observed that most customers are satisfied with pre sales
servicessimilarly most of these customers are dissatisfied with the post sales
service which is them a t t e r o f c o n c e r n f o r t h e c o m p a n y. Ma r u t i
S u z u k i n e e d s t o i m p r o v e s o m e p a r t s o f products specifically the
interiors. High customer satisfaction level helps the company toretain its
existing customer as well as generate new customer through word to
mouth publicity.Customer satisfaction index is a good tool to make
improvements in the
productsa n d s e r v i c e s o f t h e c o m p a n y . A n d t h e r e f o r e s h o u l d
u t i l i z e c a r e f u l l y & k e p t a s confidential as possible
BIBLIOGRAPHY
BIBLIOGRAPHY
1.Marketing Management by Philip Kotler, the millennium
edition2 . R e s e a r c h M e t h o d o l o g y- C . R . K o t h a r i . 2
nd
edition3 . W e b s i t e
v i s i t e d www.marutisuzuki.comwww.automotive.com www.maruti
udyog.com4.Newspaper-business standards, Dainak Gajran,
Times of India, etc.
Page | 46
QUESTIONNAIRE
Study on CUSTOMER SATISFACTION towards MARUTI
SUZUKI CARS, with the special significance to the authorized
dealer.
Name .
Mobile
No
Email.
Profession...
1 . F r o m h o w m a n y y e a r s yo u a r e u s i n g t h i s m o d e l
o 0-2 years
o 2-4 years
o 4-6 years
o 6-8 years
Page | 47
2.Preference for choosing particular car?

a .comfort
b looks
c. features
d. price
3Variety/Selection of Maruti Alto?
o Strongly
Agree
o Agree
o Disagree
o Strongly
Disagree
o Neither
Agree or
Disagree
4Attractive Discounts Offered?
o Strongly
Agree
o Agree
o Disagree
o Strongly
Disagree
o Neither
Agree or
Disagree
5.What is your Post-sales experience after
purchasing the car?
Page | 48
o exellent
o good
o average
o below
average
6Service At Maruti Service Station Is Excellent?
o Strongly
Agree
o Agree
o Disagree
o Strongly
Disagree
o Neither
Agree Nor
Disagree
7Important suggestions towards the Maruti Alto engine?
o Very Good
o Not Good
o Good
o Cant Say
o Average
8Customer satisfaction toward mileage of Maruti Alto?
o Yes
o No
9Customer opinion on Maruti Alto related to safety

features?
Page | 49
o Very Good
o Average
o Good
o Poor
10Customer opinion about good competitor of Maruti

Alto?
o Beat
o Santro
o i10
o Nissan
micro
THANK YOU
Page | 50
DATE...
SIGNATURE
SANCHIT THAREJA 11BBA027 (5th Semester & 3rd

Year).
Page | 51

Summer Training Project On Maruti Suzuki

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SUMMER TRAINING PROJECT REPORT

CONSUMER SATISFACTION TOWARDS MARUTI SUZUKI

BACHELOR IN BUSINESS ADMINISTRATION

Mrs. URVESH CHAUDHERY

SANCHIT THAREJA 11BBA027 (5th Semester & 3rd Year).

SANCHIT THAREJA - 11BBA027 (5th Semester & 3rd Year).

SANCHIT THAREJA 11BBA027 (5th Semester & 3rd Year).

5. INTRODUCTION OF THE COMPANY.

SANCHIT THAREJA11BBA027 (5th Semester & 3rd Year).

I did a case study on, Consumer Satisfaction towards MARUTI SUZUKI. An

SANCHIT THAREJA(5th Semester & 3rd Year).

Key findings of Functions

He is the most important person in any business.

We are totally dependent on him.

He is not an interruption but a sole purpose of any business.

He is an essential part of our business and not an outsider.

He is termed as the king.

Customer can also be defined as: -

Honda is cashing in on the goodwill of quality and drive comfort that is

Objectives of the Study: 1.Conduct customer

SANCHIT THAREJA11BBA027 (5th Semester & 3rdYear).

conventional statistics for testing hypotheses. It was so named by John Tukey to

Experimental research is commonly used in sciences such as sociology and

Limitation of the Project Study :

The study is limited to only Bhubaneswar city. The buyers behavior

The consumers preference for the product keeps on fluctuating due to

The information is subjective because the consumers taste, preferences, and

SANCHIT THAREJA 11BBA027 (5th Semester & 3rd Year).

INTRODUCTION OF THE COMPANY

existing customer as well as attract new once. In the environmentof advancement of

PROFILE OF MARUTI SUZUKI: INTRODUCTION

Estilo, Swift, A-Star, 60380

Total Passenger Cars

Gypsy, Grand Vitara 285

Mr. kenichi ayukawa

Senior Joint Managing Director Mr. Tsuneo Kobayashi.

Director (Marketing & Sales)

Mr. Shuji Oishi.

Mr. Osamu Suzuki, Mr. R.C Bhargava,

SANCHIT THAREJA 11BBA027 (5th Semester & 3rd Year).

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

SX4, Swift DZire.

MUV Gypsy, Grand Vitara.

SANCHIT THAREJA 11BBA027 (5th Semester & 3rd Year).

Promotion Strategy: The company advertises itself with the tag-line:

The medium of promotion are as follows:

TV shows (Indias Got Talent).

Maruti Suzukis share value over the past one year: -

SANCHIT THAREJA 11BBA027 (5th Semester & 3rd Year).

SWOT Analysis of Maruti Suzuki:

Strength: Established Distribution and After Sales Service.

Weakness: Lack of experience in foreign markets.

Its incapability to match the design compared to other companies.

SANCHIT THAREJA 11BBA027 (5th Semester & 3rd Year).

Opportunity: Increased purchasing power of Indian Middleclass.

Threats: Threats from Chinese Manufactures.

Aiming at achieving a better satisfaction:

Providing products and services that exceed customer expectations. In order to

They continuously improve their performance in order to achieve better

They elicit customer feedback in a number of ways, such as investigating

Sanchit thareja 11bba027 (5th Semester & 3rd Year).

Prices starts from 2.7 lakhs to 3.1 lakhs.

Prices starts from 6.9 lakhs to 8.7 lakhs.