Beruflich Dokumente
Kultur Dokumente
AT
MARUTI SUZUKI
CONTENTS
S.NO
CHAPTER
TOPIC
1.
INTRODUCTION OF THE
STUDY
2.
CHAPTER
1
3.
4.
LIMITATIONS OF THE
STUDY
5.
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.
S.N
O
LIST OF TABLES
1.
2.
3.
PAG
E
NO.
4.
5.
6.
7.
8.
9.
10.
11.
S.N
O
LIST OF CHARTS
1.
PAG
E
NO.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
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
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.
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
CHAPTER-2
COMPANY PROFILE
COMPANY PROFILE
INTRODUCTION
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.
METHODSOFPRIMARYDATACOLLECTION
The main four methods used in primary data collection
are:
a. Questionnaire.
b. Schedule.
c. Interview.
d. Observation.
QUESTIONNAIRE:
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
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.
2.
SAMPLING SIZE :
CHAPTER-4
REVIEW OF LITERATURE
REVIEW OF LITERATURE
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%
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%
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%
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%
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%
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
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%
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
GREY
TABLE NO.11
RATES FOR THE FEATURES
CHART NO.11
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
CHAPTER-7
CONCLUSION
CONCLUSION
QUESTIONNAIRE
QUESTIONNAIRE ON CUSTOMER
SATISFACTION
NAME
_________________
AGE
:_________________
GENDER
:_________________
USING CURRENT MODEL
:_________________
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.
PARTICUL
ARS
FACILITIE
S:
DESIGN:
SERVICE:
MILEAGE:
EXCELLE
NT
VERY
GOOD
GOO
D
AVERAG
E
POOR
12.
Kindly give your valuable suggestions
(ANSWER)____________________________________________