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A STUDY ON CUSTOMER SATISFACTION

AT
MARUTI SUZUKI

CONTENTS
S.NO

CHAPTER

TOPIC

1.

INTRODUCTION OF THE
STUDY

2.

OBJECTIVES OF THE STUDY

CHAPTER
1
3.

SCOPE OF THE STUDY

4.

LIMITATIONS OF THE
STUDY

5.

CHAPTER PROFILE OF THE COMPANY


2

PAGE
NO.

6.

RESEARCH METHODOLOGY
RESEARCH DESIGN
DATA COLLECTION
CHAPTER
RESEARCH
3
COLLECTION PROCESS
SAMPLING
CHAPTER REVIEW OF LITERATURE

7.
8.
9.
10.
11.

4
CAHPTER
5
CHAPTER
6
CHAPTER
7
ANNEXU
RE

12.

DATA ANALYSIS &


INTERPRETATION
FINDINGS AND
SUGGESTION
CONCLUSION
QUESTIONNAIRE
BIBLIOGRAPHY

S.N
O

LIST OF TABLES

1.

SHOWING THE FAVORITE


HATCHBACK CAR
SHOWING THE PREFERENCE
FOR MARUTI SUZUKI
SHOWING THE OPINION OF
SERVICE

2.
3.

PAG
E
NO.

4.
5.
6.

7.
8.

9.
10.
11.

SHOWING THE PRICE LEVEL


OF HATCHBACK CAR
SHOWING THE FAVORITE
DSIGN OF HATCHBACK CAR
SHOWING THE CHANGES
EXPECTING IN HATCHBACK
CAR
SHOWING THE OPINION
ABOUT DIESEL OPTION
SHOWING THE PRICE RANGE
WHICH THE CUSTOMER
PREFER
SHOWING THE REASON FOR
FEWER SALES
SHOWING THE CUSTOMER
FAVORITE COLOR
SHOWING THE RATES OF
FEATURES

S.N
O

LIST OF CHARTS

1.

SHOWING THE FAVORITE


HATCHBACK CAR

PAG
E
NO.

2.
3.
4.
5.
6.

7.
8.

9.
10.
11.

SHOWING THE PREFERENCE


FOR MARUTI SUZUKI
SHOWING THE OPINION OF
SERVICE
SHOWING THE PRICE LEVEL
OF HATCHBACK CAR
SHOWING THE FAVORITE
DSIGN OF HATCHBACK CAR
SHOWING THE CHANGES
EXPECTING IN HATCHBACK
CAR
SHOWING THE OPINION
ABOUT DIESEL OPTION
SHOWING THE PRICE RANGE
WHICH THE CUSTOMER
PREFER
SHOWING THE REASON FOR
FEWER SALES
SHOWING THE CUSTOMER
FAVORITE COLOR
SHOWING THE RATES OF
FEATURES

CHAPTER 1
INTRODUCTION OF THE STUDY

CUSTOMER SATISFACTION
CUSTOMER SATISFACTION, a term frequently used in
marketing, is a measure of how products and service
supplied by a company meet or surpass customer

expectation. CUSTOMER SATISFACTION IS DEFINED


as the number of Customer, percentage of
total Customer, whose reported experience
with a firm, its products, or service (rating)
exceeds specified satisfaction goals.

It is seen as a key performance indicator within


business and is often part of balanced score card. In
a competitive market where businesses compete for
customers, Customer satisfaction is seen as key
differentiator and increasingly has become a key
element of business strategy.

Within Organizations, customer satisfaction rating


can have powerful effects. They focus employees on
the importance of fulfilling customers expectations.
Furthermore, when these rating dip, they warn of
problems they can affect sales and profitability.
These metrics quantify an important dynamics. When
a brand has loyal customers, it gains positive wordof-mouth marketing, which is both free and highly
effective.

Therefore, it is essential for business to effectively


manage customer satisfaction.

In researching satisfaction, firm generally ask


customer whether their product or service has met or
exceeded expectations. Thus, expectations are a key
factor behind satisfaction. When customer have high
expectations and the reality falls short, they will be
disappointed and will likely rate their experience as
less than satisfying. For this reason, a luxury resort,
for example, might receive a lower satisfaction rating
than a budget motel-even though its facilities and
service would be deemed superior in absolute
terms.

IMPORTANCE OF CUSTOMER
SATISFACTION
The key to business performance is ability to satisfy
and retain customers. Customers satisfaction is
important because it says something about the
companys current condition. But even more
importantly, Customers satisfaction says something
about companys future. It does not matter how
productive a company is if their customers are not
satisfied with their offering. They will simply take
their business elsewhere. Satisfied customers, on the
other hand, are more likely to return in the future.
Customers satisfaction and thus customers
consumption is the center of business.

All part business (employment, prices, profit,


production, economic growth etc.) is dependent on
customers consuming products.

Satisfied customers are not only the sum total of the


value of all other company assets-virtually all costs
and revenue have some relationship, however weak
or indirect, to customers acquisition and customer
retention.

To create long-term profit and shareholders value,


companies need to think of customers as investors
and an economic asset. It is the customers that bring
financial revenue to companies. Hence, customers
are companys great asset.

OBJECTIVES OF THE STUDY

OBJECTIVES
Primary objective:
Conduct customer satisfaction survey for

MARUTI SUZUKI.
To find out customer expectation from
MARUTI SUZUKI.
To study the factor those satisfy and
delights the customer

Secondary objective:
To find out problem faced by customer
To understand customer requirements from

the MARUTI SUZUKI.


To know customer opinion about MARUTI
SUZUKI vehicles.
To know the customer satisfaction towards
after sales service offered by MARUTI
SUZUKI.
To know the customer perception about
features, low maintenance cost of MARUTI
SUZUKI.

SCOPE OF THE STUDY

SCOPE OF THE STUDY


The main scopes of developing this project are as
follows:
1. This survey helps us to know the satisfaction level of
the customer for the vehicles offered by MARUTI
SUZUKI.
2. The project describes the level of standard in regards
to the service which is being offered in the MARUTI
SUZUKI.
3. The main scope of finding out key areas where the
customer is most satisfied and dissatisfied.
4. The study covered 100 individuals who entered the
MARUTI SUZUKI showroom.

LIMITATION OF THE STUDY

LIMITATIONS OF THE STUDY

The following limitations of the study are as follows:


The project report is subjected to the study of
customer satisfaction in MARUTI SUZUKI.
The study is restricted to only MARUTI SUZUKI
CUSTOMERS.
The sample size was limited to 100. Hence, reliability
of data was lacking to some extent.
In the survey procedure hence, researcher feels that
generalization cannot be done up to maximum
extent.
The constraint of time limit is felt as the duration was
short and elaborate survey was not possible.
Some of the respondents might have given biased
answer, which may affect the study.

CHAPTER-2
COMPANY PROFILE

COMPANY PROFILE

INTRODUCTION

MARUTI SUZUKI is one of the Indias leading automobile


manufacturers and the market leader in the car segment,
both in terms of volume of vehicles sold 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 may 10, 2007, Govt. Of
India no longer has stake in Maruti udyog.
Maruti udyog limited was established in February
1981,though the actual production commenced in 1983
with the maruti100,based on the Suzuki alto key car
which at the time was the only modern car available in
India, its only competitors-the Hindustan ambassador
and pemier padmini were both around 25 years out of
date at that point. Through 2004, Maruti has produced
over 5 million vehicles. Marutis are sold in India and
various several other countries, depending upon export
orders. Cars similar to Marutis are sold by Suzuki and
manufactured in Pakistan and other South Asian countries
.Its manufacturing facilities are located at two facilities
Gurgaon and Manesar south of New Delhi. Marutis
Gurgaon facility has an installed capacity of 350,000 units

per annum. The Manesar facilities, launched in February


2007 comprise a vehicle assembly plant with a capacity
of 100,000 units per year and a Diesel Engine plant with
an annual capacity of 100,000 engines and transmissions.
Manesar and Gurgaon facilities have combined capability
to produce over 700,000 units annually. During 2012-13,
MARUTI SUZUKI sold 764,842 cars, of which 53,024 were
exported. MARUTI SUZUKI offers 13 models, Maruti
800,Omni,Alto,Versa,Ritz,Gypsy,AStar,WagonR,ZenEstilo,
Swift,Swift Dzire, Grand vitara. Swift, Swift Dzire, AStar
are manufactured in Manesar, Grand vitara is imported
from Japan as a completely built unit, remaining all
models are manufactured in MARUTI SUZUKIs Gurgaon
plant.
MANESAR PLANT:
On 18 July 2012, Maruti's Manesar plant was hit by
violence as workers at one of its auto factories attacked
supervisors and started a fire that killed a company
official and injured 100 managers, including two Japanese
expatriates. The violent mob also injured nine policemen.
[30][31] The company's General Manager of Human
Resources had both arms and legs broken by his
attackers, unable to leave the building that was set
ablaze, and was charred to death. The incident is the
worst-ever for Suzuki since the company began
operations in India in 1983.[32]
Since April 2012, the Manesar union had demanded a

three-fold increase in basic salary, a monthly conveyance


allowance of 10,000, a laundry allowance of 3,000, a
gift with every new car launch, and a house for every
worker who wants one or cheaper home loans for those
who want to build their own houses.[33][34] According to
the MARUTI SUZUKI Workers Union a supervisor had
abused and made discriminatory comments to a lowcaste worker.[35] These claims were denied by the
company and the police.[31] Maruti said the unrest
began, not over wage discussions, but after the workers'
union demanded the reinstatement of a worker who had
been suspended for beating a supervisor.[32] The
workers claim harsh working conditions and extensive
hiring of low-paid contract workers which are paid about
$126 a month, about half the minimum wage of
permanent employees.[35] Maruti employees currently
earn allowances in addition to their base wage.
[36] Company executives denied harsh conditions and
claim they hired entry-level workers on contracts and
made them permanent as they gained experience. It was
also claimed that bouncers were deployed by the
company.[33]
The police, in its First Information Report (FIR), claimed on
21 July that Manesar violence is the result of a planned
violence by a section of workers and union leaders and
arrested 91 people.[37][38] MARUTI SUZUKI in its
statement on the unrest,[39] announced that all work at
the Manesar plant has been suspended indefinitely.
[32] The shutdown of Manesar plant is leading to a loss of

about Rs 75 crore[40] per day.[41] On 21 July 2012, citing


safety
concerns,
the
company
announced
a lockout under The Industrial Disputes Act, 1947 pending
results of an inquiry the company has requested of
the Haryana government into the causes of the disorder.
Under the provisions of The Industrial Disputes Act for
wages, the report claimed, employees are expected to be
paid for the duration of the lockout.[40] On 26 July 2012,
Maruti announced employees would not be paid for the
period of lock-out in accordance with Indian labour laws.
The company further announced that it will stop using
contract workers by March 2013. The report claimed the
salary difference between contract workers and
permanent workers has been much smaller than initial
media reports - the contract worker at Maruti received
about 11,500 per month, while a permanent worker
received about 12,500 a month at start, which
increased in three years to 21,000-22,000 per month.
[42] In a separate report, a contractor who was providing
contract employees to Maruti claimed the company gave
its contract employees the best wage, allowances and
benefits package in the region.[43]
Shinzo Nakanishi, managing director and chief executive
of MARUTI SUZUKI India, said this kind of violence has
never happened in Suzuki Motor Corp's entire global
operations spread across Hungary, Indonesia, Spain,
Pakistan, Thailand, Malaysia, China and the Philippines.
Mr. Nakanishi went to each victim apologizing for the
miseries inflicted on them by fellow workers, and in press

interview requested the central and Haryana state


governments to help stop such ghastly violence by
legislating decisive rules to restore corporate confidence
amid emergence of this new 'militant workforce' in Indian
factories. He announced, "we are going to de-recognize
MARUTI SUZUKI Workers Union and dismiss all workers
named in connection with the incident. We will not
compromise at all in such instances of barbaric,
unprovoked violence." He also announced Maruti plans to
continue manufacturing in Manesar, that Gujarat was an
expansion opportunity and not an alternative to Manesar.
[44][45]
COMPANY AT A GLANCE:
If you have travelled in India, taken a route to anywhere
around this great nation, chances are youve driven with
us. For over three decades now, MARUTI SUZUKI cars
have been going places.
We started out in 1982 in Gurgaon, Haryana. Little did the
then quiet suburb of New Delhi know, that it was going to
become the epicenter of the automobile revolution in
India. The year marked the birth of the MARUTI SUZUKI
factory. India turned out 40,000 cars every year. The new
MARUTI SUZUKI 800 hit the streets to begin a whole new
chapter in the Indian automobile industry.
We set out with an obsession for customer delight, one
that was unheard in the corridors of automobile
manufacturers then. It was about a commitment to create

value through innovation, quality, creativity, partnerships,


openness and learning. It created a road that was going
to lead the world in to a whole new direction, laid out by
MARUTI SUZUKI.
Today, MARUTI SUZUKI alone makes 1.5 million family
cars every year. Thats one car every 12 seconds. We
drove up head and shoulders above every major global
auto company. Yet, our story was not just about making a
mark. It was about revolutionary cars that delivered great
performance, efficiency and environment friendliness
with low cost of ownership. Thats what we call true
value. We built our story with a belief in small cars for a
big future.
Our story encouraged millions of Indians to make driving
a way of life. India stepped up with our vision to take on
the fast lane. A comradeship had begun. Something
incredible had begun.
So, what drives us? Millions of Indian whove put their
faith on us. A team of over 12500 dedicated and
passionate professionals that turned out 14 cars with over
150 variants. The drive is backed up by a nationwide
service network spanning over 1454 cities and towns and
a sales network that spreads across 1097 cities, 2 state of
art factories, a diesel engine plant with a capacity upped
to turn out 7 lakh diesel cars a year and, a commitment
to road safety to make Indian roads safer.
Finally, our inspiration comes from one place Indias

hopes, dreams and aspirations. The MARUTI SUZUKI


journey has been nothing less than spectacular. But to be
honest, weve only just begun.

CHAPTER-3
RESEARCH METHODOLOGY

RESEARCH METHODOLOGY
The research methodology is a way to systematically
solve the research problems. It may be understood as a
science to studying how research is done scientifically,
we study various steps that are generally adopted by
researcher in studying his research problem asking with
the logic behind them. It is necessary for their researcher
to know not only research but also methodology.

TYPES OF DATA:
PRIMARY DATA:
Primary data consist of original information collected for
specific purpose. The primary data for this study was
collected through direct survey with respondents guided
by a structured questionnaire.

SECONDARY DATA:
Secondary data consists of information that already exists
somewhere, which had been collected for specific
purpose in this study. The secondary data for this study
is collected from various books, websites and
organization brochures.

RESEARCH:
REDMAN and MORAY define as a systematized effort
to again new knowledge .

RESEARCH DESIGN
1. Research is an art of scientific investigation.
2. Research is a process of systematic study.
3. Research is of safe knowledge.
4. Research is an area investigation which includes
collection, analysis and interpretation of data.

Research has to proceed systematically in the already


planned direction with the help of a number of steps in
sequence. To make the research systemized, the
researcher has to adopt certain methods. The method

adopted by the researcher to completing the project is


called research methodology.

A research design is the arrangement of condition for


collection and analysis of data in a manner that aims to
combine relevance to the relevance to the research
purpose with economy in procedure.
A research is purely and simply the framework and plan
for the study that guides the collection and analysis of
data. It is a blue print that is followed in completing a
study.

TYPE OF RESEARCH DESIGN


1. Exploratory research design.
2. Descriptive research design.
3. Casual research design.

DATA COLLECTION METHOD


Data refers to information or facts. It only refers to
numerical figures but also includes descriptive fact. The
method of data collection includes two types of study,
such as primary data and secondary data.

PRIMARY DATA COLLECTION METHOD

It was collected by directly from executives and


customers. The information collected from executives
through personal and direct interview to collect primary
data, a detail and structured questionnaire was formed
to suit the objectives of information relating to sales
and service audits products.

Primary data is the data that is collected for the first


time by the researcher. The primary data are collected
with specific set of objective to assess the current
status of any variable studied. Primary data is useful
only for particular period.

METHODSOFPRIMARYDATACOLLECTION
The main four methods used in primary data collection
are:
a. Questionnaire.
b. Schedule.
c. Interview.
d. Observation.

QUESTIONNAIRE:

In was used mainly to support the primary data.


Secondary data was collected through books, annual
reports significant, literature front from the
organization and previous, magazines, vouchers etc.

RESEARCH DESIGN TOOL:To make a research, various surveys are conducted.


They are as follows:
The various data are collected from primary and
secondary source through the questionnaire, books,
journals, old reports and reports are used.

SAMPLING
Sampling allows concentrating our attention upon a
relatively smaller number of people and hence, to
devote more energy to ensure that the information
collected for them is accurate.

SAMPLING DESIGN

A sampling design is an infinite plan for obtaining a


sample from given population. It refers to the technique
or the procedure that the researcher would adopt in
selecting items for the sample. Sample design may as
week laydown the number of items including in the
sample, i.e. the size of the sample. Sample design is
determined before the data are collected.

SAMPLING METHOD
a. Profitability sampling:
In this method of sampling each unit of three
population has a definite change being included in
the sample.
b. Non-profitability sampling:
In thus sampling method for selecting method the
unit of the sample is adopted. The basis of selecting
can be simply opportunity convenience and purpose.
c. Convenience sampling:
In this method of sampling, the unit of the sample is
recorded according to the convenience of the
researcher.

1.

SAMPLING UNIT TARGET :

The main target for this study is customers of


the restaurant.

2.

SAMPLING SIZE :

The size of the sample is 100 respondents.

CHAPTER-4
REVIEW OF LITERATURE

REVIEW OF LITERATURE

Meaning of customer satisfaction:


A business term is a measure of how products and services
supplied by a company meet or surpass customer expectation.

It is seen as a key indicator within business and is the part of the


four perspective of a balanced score card.
In a competitive market place where business competes for
customers, customer satisfaction is seen as a key differentiator
and increasingly has become a key element of business strategy.
Definition of Customer Satisfaction:
The degree of which customer expectations of a product ot
service are met or exceeded. Corporate and individual customer
may have widely differing reason for purchasing a product or
services and therefore any measurement of satisfaction will need
to be able take in to account such differences. The quality of after
service can also be crucial factor in influencing any purchasing
decision. More and more companies strive in, not just for
customers but for customer delight, that extra added value
however it will need to be carefully coasted.
Importance of customer satisfaction:
Learning how quantity problem prevention and problem solving
works may be critical factor which determines the success and
failure of a business. Customer satisfaction is the buzz word of
90s.unfortunately, many managers still think of satisfying their
customers as a nice thing to.

CHAPTER-5
DATA ANALYSIS AND
INTERPRETATION

TABLE NO.1
FAVOURITE HATCHBACK CAR
PARTICULARS

TOTAL NUMBER

PERCENTAGE

ALTO

24

24%

ZEN ESTILO

22

22%

SWIFT

34

34%

WAGON R

20

20%

TOTAL

100

100%

INFERENCE:From the above table we can understand that 34% of the


respondents favorite car is SWIFT and followed by we can
infer that 24% of respondents favorite is ALTO. Whereas
22% of respondents favorites is ZEN ESTILO and 20% of
respondents favorite is WAGON R.

CHART NO.2
FAVOURITE CAR
35
30
25
FAVOURITE CAR

20
15
10
5
0

ALTO

ZEN ESLTILO

SWIFT

WAGON R

TABLE NO.2
PREFERENCE FOR MARUTI SUZUKI
PARTICULARS

TOTAL
NUMBER

PERCENTAGE

GOOD FACILITIES

22

22%

QUALITY SERVICE

46

46%

PRICE

14

14%

GOOD DESIGN

12

12%

TOTAL

100

100%

INFERENCE:From the above table we can understand that 46% of respondents


prefer the MARUTI SUZUKI for QUALITY SERVICE and followed by
22% of respondents prefer the MARUTI SUZUKI for good facilities
whereas the 14% of respondents give preference for MARUTI
SUZUKI is for PRICE of the car and 12% of respondents choose
MARUTI SUZUKI for GOOD DESIGNS in car.

CHART NO.2
PREFERNCE FOR MARUTI SUZUKI
PREFERNCE FOR MARUTI SUZUKI

GOOD F28
ACILITY

QUALITY46
SERVICE

14
PRICE

12
GOOD DESIGN

TABLE NO.3
OPINION ABOUT SERVICE
PARTICULARS

TOTAL
NUMBER

PERCENTAGE

EXCELLENT

30

30%

VERY GOOD

32

32%

GOOD

26

26%

AVERAGE

12

12%

TOTAL

100

100%

INFERENCE:From the above we can infer that 32% of the respondents rated
the OPINION ABOUT SERVICE is as VERY GOOD whereas 30% of
respondents rated THE SERVICE as EXCELLENT and 26% of
respondents agreed the OPINION ABOUT SERVICE was GOOD. The
remaining 12% of respondents thought that the SERVICE
was
AVERAGE.

CHART NO.3
OPINION ABOUT SERVICE
OPINION ABOUT SERVICE
30

32
26

12

EXCELLENT

VERY GOOD

GOOD

AVERAGE

TABLE NO.4
PRICE LEVEL OF HATCHBACK CAR
PARTICULARS

TOTAL
NUMBER

PERCENTAGE

HIGH SATISFIED

30

30%

SATISFIED

44

44%

NEUTRAL

22

22%

DISSATISFIED

4%

TOTAL

100

100%

INFERENCE:THE PRICE OF HATCHBACK CAR is been rated as 44% of


respondents are SATISFIED and from the above we can infer that
the 30% of the respondents are SATISFIED in the PRICE OF
HATCHBACK CAR whereas the 22% of respondents rated NEUTRAL
for THE PRICE IN HATCHBACK CAR and the remaining of 4%
consider that THE PRICE OF HATCHBACK CAR is DISSATISFIED.

CHART NO.4
PRICE LEVEL OF HATCHBACK CAR

4%
22%

30%

HIGH SATISFIED
SATISFIED
NEUTRAL
DISSATISFIED

44%

TABLE NO.5
FAVOURITE DESIGN OF HATCHBACK CAR
PARTICULARS

TOTAL
NUMBERS

PERCENTAGE

ALTO

26

26%

ZEN ESTILO

10

10%

SWIFT

48

48%

RITZ

16

16%

TOTAL

100

100%

INFERENCE:From the above the nearly 48% of respondents FAVORITE DESIGN


is SWIFT and followed by 26% of respondents FAVORITE DESIGN is
ALTO whereas the 16% of respondents FAVORITE DESIGN is RITZ
and 10% of respondents FAVORITE CAR is ZEN ESTILO.

CHART NO.5
FAVOURITE DESIGN IN OF HATCHBACK CAR

16%

26%

ALTO
ZEN ESTILO

10%
48%

SWIFT
RITZ

TABLE NO.6
CHANGES EXPECTING IN HATCHBACK CAR
PARTICULARS

TOTAL
NUMBER

PERCENTAGE

CHANGES IN
DESIGN
INCREASE
MILEAGE
REDUCE PRICE

34

34%

44

44%

10

10%

ADD NEW
FACILITIES
TOTAL

12

12%

100

100%

INFERENCE:From the above table the 44% of respondents are EXPECTING


CHANGES to INCREASE MILEAGE followed by 34% of respondents
are EXPECTING CHANGES IN DESIGNS OF CAR whereas the 12% of
respondents are EXPECTING CHANGES IN to ADD NEW FACILITIES
AND remaining 10% of respondents are EXPECTING CHANGES IN
TO REDUCE PRICE of the car.

CHART NO.6
ADD NEW FACILITIES

REDUCE PRICE

CHANGES EXPECTING IN
HATCHBACK CAR

INCREASE MILEAGE

CHANGES IN DESIGN

0 5 10 15 20 25 30 35 40 45 50

TABLE NO.7
OPINION ABOUT DIESEL OPTION
PARTICULARS

TOTAL
NUMBERS

PERCENTAG
E

WILL BE
SUCCESSFULL
WILL BE FAILURE

70

70%

30

30%

TOTAL

100

100%

INFERENCE:From the above table we can infer that 3/4 th i.e., 70% of
respondents had a opinion about SUCCESS IN LAUNCHING DIESEL
OPTION IN HATCHBACK CAR and the remaining 1/4th i.e., 30% of
respondents had about FAILURE IN IF LAUNCHING A DIESEL
OPTION IN HATCHBACK CAR.

CHART NO.7
70
60
50
40
30
Axis Title

20

OPINION ABOUT DIESEL


OPTION

10
0

Axis Title

TABLE NO.8
PRICE RANGE WHICH THE CUSTOMER PREFER
PARTICULARS

TOTAL
NUMBER

PERCENTAGE

200,000-300,000

20

20%

300,000-400,000

54

54%

400,000-500,000

10

10%

500,000-600,000

16

16%

TOTAL

100

100%

INFERENCE:More than half of the customers i.e., 54% of the respondents


seemed to satisfied for preferring 300,000-400,000 price range
for buying hatchback car and followed by 20% of respondents are
willing to prefer 200,000-300,000 of price range for the car
whereas the 16% of the respondents are willing to prefer 500,000600,000 of price range in hatchback and remaining 10% of
respondents are willing to prefer 400,000-500,000 price range for
hatchback car.

CHART NO.8
PRICE RANGE WHICH CUSTOMER PREFER
400,000-500,000; 10%
500,000-600,000; 16%

300,000-400,000; 54%
200,000-300,000; 20%

TABLE NO.9
REASON FOR FEWER SALES IN A STAR, ZEN
ESTILO
PARTICULARS

TOTAL
NUMBER

PERCENTAGE

DESIGN

38

38%

FACILITIES

30

30%

TECHNICAL FAULT

24

24%

PRICE

8%

TOTAL

100

100%

INFERENCE:From the above table the reason for fewer sales in A STAR and
ZEN ESTILO is design for 38% of respondents and followed by
30% of respondents gave reason for fewer sales in A STAR and
ZEN ESTILO whereas the 24% of respondents had reason for fewer
sales in A STAR and ZEN ESTILO and only 8% of respondents gave
reason for fewer sales in A STAR and ZEN ESTILO.

CHART NO.9
REASON FOR FEWER SALES
40%
35%
30%
25%

Series 1

20%
15%
10%
5%
0%
DESIGN

FACILITIES

TECHNICAL FAULT

PRICE

TABLE NO.10
FAVOURITE COLOUR
PARTICULARS

TOTAL
NUMBER

PERCENTAGE

WHITE

34

34%

SILKY SILVER

32

32%

SUNLIGHT COPPER

18

18%

GREY

16

16%

TOTAL

100

100%

INFERENCE
From the above table we can infer that 34% of respondents
favorite color is white followed by that 32% of respondents
favorite color is silky silver whereas the 18% of respondents
favorite color is sunlight copper and the remaining 16% of
respondents favorite color is grey.

CHART NO.10

35

30

25

20
Axis Title
15

10

WHITE

SILKY SILVER SUNLIGHT COPPER

GREY

TABLE NO.11
RATES FOR THE FEATURES

CHART NO.11

RATES FOR THE FEATURES

70

60

50

40

30

20

10

0
FACILITIES
DESIGN
SERVICE
MILEAGE

CHAPTER-6
FINDINGS AND SUGGESTION

FINDINGS
1. From the above table we can understand that 34% of the
respondents favorite car is SWIFT.
2. From the above table we can understand that 46% of
respondents prefer the MARUTI SUZUKI for QUALITY
SERVICE.
3. From the above we can infer that 32% of the respondents
rated the OPINION ABOUT SERVICE.
4. THE PRICE OF HATCHBACK CAR is been rated as 44% of
respondents are SATISFIED.
5. From the table some nearly 48% of respondents FAVORITE
DESIGN is SWIFT.
6. From the above table the 44% of respondents are
EXPECTING CHANGES to INCREASE MILEAGE.
7. From the above table we can infer that 3/4 th i.e., 70% of
respondents had an opinion about SUCCESS IN LAUNCHING
DIESEL OPTION IN HATCHBACK CAR.
8. More than half of the customers i.e., 54% of the respondents
seemed to satisfy for preferring 300,000-400,000 price range
for buying hatchback car.
9. From the above table the reason for fewer sales in A STAR
and ZEN ESTILO is design for 38% of respondents.
10.
From the above table we can infer that 34% of
respondents favorite color is white followed by that 32% of
respondents favorite color is silky silver.
11.
From the above we can infer that nearly 70% of
respondents are rated facilities in hatchback car.

SUGGESTION

SUGGESTIONS

These are the suggestions from the data analysis collected


from the MARUTI SUZUKI.
From the analysis of the data we can conclude that the
customer satisfaction level is good but though there is some
few measures which need some attention by the engineers and
there as follows:

1) From the data collected by the analysis we find that 48%


of respondents are expecting to be increase in mileage.
The engineers should research in engines of car to have
an improve in mileage.
2) Around 70% of respondents are aware for launching a
diesel option in hatchback car. The MARUTI SUZUKI
manufacturer can be launch the diesel option in
hatchback.
3) From the inference we analyzed that reason for fewer
sales in A STAR and ZEN ESTILO is design 38% of
respondents doesnt like the design of those above cars.
The manufacturer can try changing design of the cars.

CHAPTER-7
CONCLUSION

CONCLUSION

THERE THE COCLUSION FROM THE ANALYSIS OF


DATA FROM THE MARUTI SUZUKI:

THIS STUDY ON CUSTOMER SATISFACTIONAT AT MARUTI


SUZUKI has found that overall satisfaction level is good.
Few short comings in customer satisfaction has been
found out and for which the recommendation have been
given in the preeciding pages. The maruti suzuki hast to
take notice of this suggestion for attracting more
customers to the MARUTI SUZUKI in future.

QUESTIONNAIRE

QUESTIONNAIRE ON CUSTOMER
SATISFACTION

NAME
_________________
AGE
:_________________
GENDER
:_________________
USING CURRENT MODEL

:_________________

1. Which is your favorite hatchback car in MARUTI SUZUKI?


a) alto b) Zen Estilo c) swift d) wagon R
2. Why you are giving first preference to MARUTI SUZUKI while
buying hatchback car?
a) good facilities b) quality service c) price d) good design
3. What is your opinion about service of MARUTI SUZUKI
comparing with other?
a) excellent b) very good c) good d) average
4. Are you satisfied about the price of MARUTI SUZUKI
hatchback car comparing with other?
a) high satisfied b) satisfied c) neutral d) dissatisfied
5. Which is your favorite design of hatchback car of MARUTI
SUZUKI?
a) alto b) Zen Estilo c) swift d) Ritz

6. What kind of changes are you expecting in the hatchback car


segment of MARUTI SUZUKI?
a) changes in design b) increase mileage c) reduce price
d) add new facilities
7. What is your opinion, if they are giving diesel opinion for
WagonR, Alto, A Star, and Zen Estilo?
a) will be successful b) will be failure
8. If MARUTI SUZUKI is planning to launch another hatchback
car which particular price range you prefer?
a) 2lakh to 3lakh b) 3lakh to 4lakh c) 4lakh to 5lakh
d) 5lakh to 6lakh

9. A Star and Zen Estilo have fewer sales other than MARUTI
SUZUKI hatchback car, what is the reason?
a) design b) facilities c) technical fault d) price
10.

11.

Which is your favorite color in car?


a) white b) silky silver c) sunlight copper d) grey
Rate the following features of MARUTI SUZUKI?

PARTICUL
ARS
FACILITIE
S:
DESIGN:
SERVICE:
MILEAGE:

EXCELLE
NT

VERY
GOOD

GOO
D

AVERAG
E

POOR

12.
Kindly give your valuable suggestions
(ANSWER)____________________________________________

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