CONTENTS PAGE No.

EXECUTIVE SUMMARY

INTRODUCTION OF MARUTI SUZUKI

HISTORY OF AUTOMOBILES

MILESTONE AND AWARDS

COMPANY PROFILE

PRODUCT PROFIFE

DEALERS PROFILE

OBJECTIVES OF THE STUDY

DESIGN OF THE STUDY

PROJECT ANALYSIS

FINDINGS

SUGGESTIONS

CONCLUSION

BIBLIOGRAPHY

ANNEXURE

EXECUTIVE SUMMARY
Maruti Suzuki is market leader in multi utility vehicles in the India from 2003. The total sales
numbers in 2014-10 market a growth of 29 per cent over last financial year. Maruti Suzuki's total
sale in 2014-10 was 792,167units.
During March 2015, Maruti Suzuki sold total of 95,123 units, growing 11 percent over March
2014 (85,669 units). The March 2015 numbers include domestic sales of 79,530 units and the
highest ever monthly exports of 15,593 units. The previous highest monthly exports were in
August 2014 at 14,847 units.
Maruti Suzuki is now expanding its production capacity to reach 12, 50,000 units (1.25 million)
by 2012. In March 2015, the company announced an investment of Rs 1,700 Crore for expansion
of the production facilities by 2.5 lakh units at its Manesar plant.

The main objective of the study is to know the Customer satisfaction toward the Maruti
Swift a heart car launched by Maruti Suzuki.

The survey involved gathering wide information about the company, its product, customer
satisfaction toward Swift and impact of various competitive firms on the company.

From the information collected, various aspects were identified by the company, where there is a
needs to focus more to improve the efficiency of the marketing team of Maruti Suzuki
automotives.

The research was conducted through collection of the primary and secondary data. Secondary
data was collected through visiting various web sites, automobile magazines and other reliable
sources. Primary data was collected through a well framed questionnaire, from which a detailed
analysis was done using various statistical I.T. tools.

On the basis of the secondary data analysis and the extensive analysis of the primary data,
interpretations were drawn for the questions and on the basis of those interpretations conclusion
and suggestions were drawn.

Hyundai Getz is the major competitor of the Maruti Swift. Because 22% to 26% customers have
changed their decision from GETZ to SWIF. 22 to 26% customers wanted to buy Getz but after
launching the Swift they changed their decision.

Customers are highly satisfied with the Swift Diesel model .The customers are ready to pay their
money on the Swift for better satisfaction .Now the present time the swift is going on the
advance booking before 5 to 6 months.
Maruti Suzuki automotive has to increase its market share in the A2 segment car and in the
defense purpose and also in MPVs.

In the survey we found that customers are not happy with the Swift back glass because they are
unable to clear visibility in the back side when they have to need of back gear due to the very
small size of back glass.

Customer is emotionally attachment with the swift due to their safety features of the swift. And
mileage of swift is also major part of customers satisfaction. The customers believe that the
Swift is not costly according to their features. Customers are in very enthusiastic mood to see
the new change in the Swift.

CHAPTER - I

INTRODUCTION

Maruti Suzuki India Limited is a publicly listed automaker in INDIA. It is a leading

four-wheeler automaker manufacturer in south a Asia. Suzuki Motor Corporation of Japan holds
a majority stake in the company. It was the first company in India to mass-produce and sell more
than a million cars. It is largely credited for having brought in an automobile revolution to India.
It is the market leader in India and on 17 September 2007, Maruti Udyog was renamed Maruti
Suzuki India Limited. The company headquarter is in Gurgoan, Haryana. 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.

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 has produced over 5 Million vehicles. Maruti are sold in India and various several
other countries, depending upon export orders.

Models similar to Maruti (but not manufactured by Maruti Udyog) are sold by Suzuki
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. Due to
the large number of Maruti 800s sold in the Indian market, the term "Maruti" is commonly used
to refer to this compact car model. Till recently the term "Maruti", in popular Indian culture, was
associated to the Maruti 800 model. Maruti Suzuki was born as a government company, with
Suzuki as a minor partner to make a people's car for middle class India. Over the years, the
product range has widened, ownership has changed hands and the customer has evolved.

MISSION-To provides maximum value for money to their customers through continuous
improvement of products and services.

VISION - Creating customer delight and shareholders wealth.

HISTORY OF AUTOMOBILES

In 1953, the government of India and the Indian private sector initiated manufacturing processes
to help develop the automobile industry, which had emerged by the 1940s in a nascent form.
Between 1970 to the economic liberalization of 1991, the automobile industry continued to grow
at a slow pace due to the many government restrictions.

A number of Indian manufactures appeared between 1970-1980. Japanese manufacturers entered

the Indian market ultimately leading to the establishment of Maruti Udyog. A number of foreign
firms initiated joint ventures with Indian companies. Timeline of Indian automobile industry:

1897 First Person to own a car in India - Mr. Foster of M/s Crompton Greaves
Company, Mumbai

1901 First Indian to own a car in India - Jamshedji Tata

1905 First Woman to drive a car in India - Mrs. Suzanne RD Tata
1905 Fiat Motors
1911 First Taxi in India
1924 Formation of traffic police
1928 Chevrolet Motors
1942 Hindustan Motors
1944 Premier Auto Limited
1945 Tata Motors
1947 Mahindra Motors
1948 Ashok Motors
1948 Standard Motors
1974 Sipani Motors
1981 Maruti Udyog
1994 Rover Motors
1994 Mercedes Benz
1994 Opel
1995 Ford Motors
1995 Honda SIEL
1995 Reva Electric Car Company
1995 Daewoo Motors
 1996 Hyundai Motors
1997 Toyota Kirloskar Motors
1997 Fiat Motors (Re-Entry)
1998 San Motors
1998 Mitsubishi Motors
2001 Skoda Auto
2003 Chevrolet Motors (Re-Entry)
Following the economic reforms of 1991, the automobile section underwent deli censing and
opened up for 100 percent Foreign Direct Investment. A surge in economic growth rate and
purchasing power led to growth in the Indian automobile industry, which grew at a rate of 17%
on an average since the economic reforms of 1991.

The industry provided employment to a total of 13.1 million people as of 2006- 07, which
includes direct and indirect employment. The export sector grew at a rate of 30% per year during
early 21st century. However, the overall contribution of automobile industry in India to the world
remains low as of 2007.
Increased presence of multiple automobile manufacturers has led to market competitiveness and
availability of options at competitive costs. India was one of the largest manufacturers of tractors
in the world in 2005-06, when it produced 2,93,000/- units. India is also largely self-sufficient in
tyres production, which it also exports to over 60 other countries. India produced 72 million tyres
 in 2015. Fig. showing the 2015
the market share of automotive company of India.

OVERVIEW
Indias car market has emerged as one of the fastest growing in the world. The number of cars
sold domestically is projected to double by 2015, and domestic production is skyrocketing as
foreign makers are setting up their own production plants in India. The governments 10-year
plan aims to create a $145 billion auto industry by 2016.
According to McKinsey, the auto sectors drive to lower costs will push outsourcing. The auto
sector could be worth $375 billion by 2015, up from $65 billion in 2002. McKinsey thinks India
could capture $25 billion of this amount. Out of 400 Indian suppliers, 80 percent have the ISO
9000 certificatethe international standard for quality management.
The production of automobiles in India is largely aimed at local consumers. Several Indian
Manufacturers also export a diverse variety of auto components. Tiku (2008) predicts a sale
of 4.2 million four wheeler automobiles in India by 2015. Indian passenger vehicle exports
are also expected to rise from 170,000 in 2006 to 500,000 in 2015. Indian automobile
companies.

MARUTI SUZUKI SALES IN 2014-2015 (MILSTONE)

Car market leader Maruti Suzuki India Limited sold a total of 10, 18,365 vehicles in 2014-10. This is the
first time in Indian automobile history that a car company has sold over a million units in a financial year.
This included 8, 70,790 units sold in the domestic market, the highest ever by the company in a fiscal. The
export sales of 1, 47,575 units in the year were the highest ever annual exports by the company.

The total sales numbers in 2014-10 mark a growth of 29 per cent over last financial year. Maruti Suzuki's
total sale in 2008-09 was 792,167units.

The domestic sales in the fiscal, in A2 segment grew by 23.8 per cent while in the A3 segment the sales
growth was 30.8 per cent, as compared to 2008-09

The export numbers in the year were led by A-star. This fuel efficient compact car clocked over 1.27 lakh
export sales in the fiscal. A-star was exported across Europe including United Kingdom, France, Germany,
Italy, Netherlands etc. The major non-European export markets are Algeria, Chile, Indonesia and
neighboring countries. South Africa, Hong Kong, Australia and Norway were new markets where Maruti
Suzuki cars were exported during the year.

March 2015 Sales

During March 2015, Maruti Suzuki sold total of 95,123 units, growing 11 percent over March 2014 (85,669
units). The March 2015 numbers include domestic sales of 79,530 units and the highest ever monthly
exports of 15,593 units. The previous highest monthly exports were in August 2014 at 14,847 units.

The sales numbers for March 2015 and the fiscal 2014-10 are as under:
 In March Till March
Segment Models
2015 2014 % Change 2014-10 2008-09 % Change
A1 M800 2762 2430 13.7% 33028 49383 -33.1%
C Omni, Versa, Eeco* 10875 6021 80.6% 101325 77948 30.0%
Alto, Wagon-R,
A2 Estilo, Swift, A-Star, 54763 55415 -1.2% 633190 511396 23.8%
Ritz*
A3 SX4, DZire 10453 8595 21.6% 99315 75928 30.8%
Total Passenger Cars 78853 72461 8.8% 866858 714655 21.3%
MUV Gypsy, Grand Vitara 677 1394 -51.4% 3932 7489 -47.5%
Domestic 79530 73855 7.7% 870790 722144 20.6%
Export 15593 11814 32.0% 147575 70023 110.8%
Total Sales 95123 85669 11.0% 1018365 792167 28.6%

*Ritz launched in May 2014, Grand Vitara launched July 2014 and Eeco launched in January 2015

On March 23, 2015, Maruti Suzuki rolled out the one millionth car of the year 2014-10. This feat takes the
company into a very select group of global automakers with such volumes. Maruti Suzuki is now
expanding its production capacity to reach 12, 50,000 units (1.25 million) by 2012. In March 2015, the
company announced an investment of Rs 1,700 Crore for expansion of the production facilities by 2.5 lakh
units at its Manesar plant.
A spate of new launches and product refreshments during 2014-10 helped the company to clock sterling
performance in the fiscal. These included Maruti Suzuki Ritz (May 2014), all-new Grand Vitara (July'09),
new Estilo with K-series engine (Aug'09), new SX4 with VVT engine and SX4 with automatic transmission
(Oct'09) and Eeco (January 2015).

MARUTI SUZUKI SALES IN MAY 2015

The sales figures for May 2015 are given below:

 In May Till May
April'09 -
Segment Models % %
2015 2014 2015-11 2014-10 March'10
Change Change
A1 M800 2558 2336 9.5% 4816 4681 2.9% 33028
Omni, versa,
C 12953 7619 70.0% 23607 15343 53.9% 101325
Eeco*
Alto, Wagon-R,
A2 Estilo, Swift, 62679 53760 16.6% 119095 100577 18.4% 633190
Ritz*, A-Star
A3 SX4, D'zire 10883 6782 60.5% 20877 13848 50.8% 99315
Total Passenger Cars 89073 70497 26.4% 168395 134449 25.2% 866858
Gypsy, Grand
MUV 968 288 236.1% 1680 1193 40.8% 3932
Vitara*
Domestic 90041 70785 27.2% 170075 135642 25.4% 870790
Export 12134 9087 33.5% 25158 15978 57.5% 147575
Total Sales 102175 79872 27.9% 195233 151620 28.8% 1018365

AWARDS

Indian award

No. 1 in Initial Quality Study - JD Power

Total Customer Satisfaction - TNS Study
Car of the Year - BS Motoring
Car of the Year - CNBC Autocar
 Best Value for Money Car - CNBC Autocar
Best Design and Styling - CNBC Autocar
Viewer's Choice - CNBC Autocar
Small Car of the Year - NDTV Profit
Design Car of the Year - BBC Top Gear
Car of the Year Overdrive
Number one premium compact car in - JD POWER INDIA APEAL STUDY 2007
International Awards

Japan:

RJC Car of the Year - Automotive Researchers' & Journalists' Conference

2005-2006 Car of the Year Japan "Most Fun" - COTY

Goof Design Award - Japan Industrial Design Promotion Organization

Car view of the Year 2005-2006 - Car view

Iceland:

Car of the Year 2006 - BIBD the Association of Automotive Journalists

Ireland:

Samper it Irish Car of the Year 2006 - Irish Motoring Writers Association
New Zealand:

Fairfax AMI Small Car of the Year - AUTOCAR

National Business Review Small Car of the Year - The National Business Review

Australia:

2005 Cars guide Car of the Year - Cars guide

United Kingdom:

2005 Car of the Year - CAR (Automobile Magazine)

Malaysia:
 NST MasterCard Car of the Year 2005 "Small Car" - New Strait Times
China:

2005 CTV COTY "Economical Car" - CCTV

Motor Show COTY "Hatchback" - 2005 Shanghai International Motor Show

Most Popular Hatchback Car - 4th Changchun Motor Show

2005 Shenzhen Market Car Ranking "Best Design" - Shenzhen Daily

2005 Chengdu Market Car Ranking "Best Design" - Chengdu Economic Daily

CHAPTER - II

COMPANY PROFILE

Maruti Suzuki India limited, a subsidiary of SMC, Japan, is the leader in passenger cars and
multipurpose vehicle (MPVs) in India, accounting for almost 55% of the total industry sales.

The company formerly known as Maruti Udyog limited was incorporated as a joint venture
(JV) between government of India and SMC, Japan on 24 th February, 1981.The first car was
rolled out from its Gurgaon facility on 14 Dec 1983.Since then; it has sustained its leadership
position in the Indian car market.

We, at Maruti Suzuki, celebrated 26 years of car manufacturing in India 2014-10. Having
achieved manufacturing excellence in India, we are now in the process of enhancing our R&D
capabilities to design and develop cars.

In 2014-10, the company sold 722,144 cars in the domestic market and exported 70,023 cars
.Cumulatively, it has produced and sold over seven million cars .The total income of the
company for 2014-10 stood at Rs. 214,538 million (USD4.46 billion@ 1USD=Rs.48). We now
aim at selling 750,000 units in the domestic market and exporting 130,000 units in 2014-10.
Maruti Suzuki has a strong balance sheet with Reserves and Surplus of Rs.92, 004 million &
debt equity ratio of 0.07 as on 31st March, 2015.

DOMESTIC SALES AND SERVICE NETWORK

TOTAL SERVICE NETWORK--------------2767

TOTAL SALES NETWORK-------------681

REGIONAL OFFICES--------------------16

AREA OFFICES----------------------09

ZONAL OFFICES------------------04

DELHI CORPORATE OFFICE The company has the largest sales and service network amongst
car manufacture in India .It had 681 sales outlets in 454 cities as on 31 st March, 2014. The car
park of the company is in excess of seven million vehicles and to service this car park ,the
company has 2,767 service workshops in 1,314 cities .The service network of Maruti Suzuki
includes Dealer workshop, Maruti Authorized services stations (MASs),Maruti service masters
(MSM)and Maruti service Zones (MSZ).

Besides selling and servicing vehicles, the company provides its customers with one stop-shop
experience such as automobile Finance, Automobile insurance, Maruti Genuine Parts and
Accessories, Extended warranty and Maruti Certified pre-owned car outlets in 181 cities as on
31st March, 2014.

EXPORTS

Maruti Suzuki exported the first lot of 500 car to Hungary in September, 1987.Presently, we are
exporting to over 100 markets in Europe, Asia, Latin America, Africa and Oceania.In2008-09,
the company launched a new model A-Star that meets stringent European safety and emission
regulation. The company has exported over 500,000 cars so far.

PORT FACILITIES FOR EXPORT

In 2014-10, in association with Mundra Port SEZ Limited, the company had set up the company
had set up the state-of -the art facilities at Mundra Port ,Gujarat for Export terminal offers a
Roll On, Roll Off(RORO) berth ,which speeds up the loading process and minimizes the
chance of damage to cars. The company also has a Pre-Delivery Inspection (PDI) Centre at
Mundra.

In a first of its kind initiative, the company, in partnership with Indian Railways, has developed
double Decker rail wagons for transporting export cars Mundra.

MARUTI AND CRM:- Maruti created a land-mark in CRM by launching a website for
the customers in the year 1998.

Maruti Auto Card-- Auto Card brings the customer all the advantages of an international
credit card in addition to bringing the customer an opportunity.

SWOT ANALYSIS OF MARUTI SUZUKI

STRENGHS

Bigger name in the market

Trust of People
Maruti Udyog Ltd. is the market leader for more than two decade.
Has a great dealership chain in the market.
Better after sales service
Low maintenance cost of vehicle
WEAKNESSES

Exports are not that good.

Lesser diesel models in the market compare to others
Global image is not that big
OPPORTUNITIES
 Great opportunities to go global with success of Swift and SX4All over
Introduction of more diesel models. The diesel car segment is growing.
Opportunity to grow bigger by entering into bigger car markets
Already a market leader so great opportunity to be the king of market in every stage of
industry
THREATS

Foreign companies entering market; so a bigger threat from MNCs.

To the market share, as many big names are coming in the industry
There is hardly any diesel models
Rs. 1 lakh Rs. 1.5 lakh car

COMPANY PRODUCT

The company offers a portfolio of 13 brands, ranging from the peoples car Maruti 800 to the
stylish hatch back, Swift, SX4 sedan and luxury sport utility vehicle (SUV), Grand Vitara.
More than half the cars sold in India wear a Maruti Suzuki badge. As per the classification by the
society of Indian Automobile manufacturers (SIAM), Maruti Suzuki models are categorized
under the following heads:

A1 Segment (up to 3400 mm) : Maruti 800

A2 Segment (3400 mm to 4000 mm): Alto, Estilo, WagonR, A-star, Ritz, Swift

A3 Segment (4000mm to 4500 mm): Dzire & SX4

Multy utility Vehicle (MUA) Segment: Gypsy & Grand Vitara

Multi Purpose vehicle (MPV) Segment: Omni & Versa

(1)Maruti 800 -change your life: - Maruti 800 has gone beyond just being a car

; It has transformed the lives of countless people, by bringing the joy of

motoring to million across the length and breadth of the country.

(2)Alto-Lets go:- Alto is a great combination of economy, practicality & styling, It

exemplifies the benchmark in build ,quality & reliability in a compact

car. These a attributes make it the largest selling car in Indian automobile market .This is testified
by the 24 hr endurance record set by covering 3,082 kms in 24 hrs at an average speed of 128
kmph.

(3)Dzire-The heart car: - A car that has everything you ever desired; striking looks, l

luxurious interiors & enough power to capture your heart just slide
in the DZire & take it for a spin, its sure to steal many a heart, beginning with yours.

(4) SX4- Men are back:- Revolutionary European design ,world class drive by wire

technology, most spacious in its class, steering mounted audio

controls, maximum ground clearance in its class ,high on safety with dual airbags, Anti-lock
Brake system (ABS) & Electronic rack force Distribution (EBD) feature.
(5) GRAND VITARA*-2.4-Reloaded:- Distinctively styled, the third generation Grand Vitara

takes three decades of Suzuki SUV heritage to the next level. The
Vitara model first hit the road in Japan in 1988 as a 3-door part time four wheel drive (4WD). In
its second avatar, the Vitara came armed with a stylish design, superior engineering and a new
name, the Grand Vitara. Launched in India on 1st July, 2014

(6) VERSA The joy of travelling together:- Experience the joy of travelling together. Equipped

with twin ACs, large sliding doors and flexible seating, the Versa
encourages family and friend to enjoy long drives and getaways together. In spite of being so
spacious, its design allows for easy maneuverability in the city.

(7) SWIFT You are the fuel: A new kind of computer car ,one thats based on a fresh approach

to design and development, Swift delivers the kind of driver and

passenger experience that places it in a class of its own and has true worldwide appeal.

(8) OMNI Ab Kamyabi se hai sirf Omni bhar ka faasla

Omni is truly Indias original MPA .Today it as available in five variants-5 seater, 8 seater,

Cargo, Ambulance & liquefied petroleum Gas (LPG).It meets diverse

needs across different user segments & can double up both as a people carrier and a goods
carrier .it is easy on the pocket, yet tough on the job.

(9) WAGONR-For the smarter race:- Drive with complete peace of mind .The world class

safety features of the WagonR keeps you safe and secure, always.
Wearing new vibrant colors, the new WagonR is full of freshness and energy to keep you charged
up and always ready to go.

(10) GYPSY KING There is a Gypsy in everyone:- With superb maneuverability,

maneuverability, smooth handling and raw energy packed in to a

sleek yet rugged frame, the Gypsy King is the real adventure MUV ,whether ploughing through
the dirk tracks, climbing formidable terrain or making way through the city traffic .Maruti
Suzuki is proud to support the operations of our countrys defense services with the tailor made
Gypsy King .Gypsy has proved its mettle during defense operation in the Himalayas and Thar
desert.
(11)ESTILO*-Take a fresh view of life:- The all new ESTILO is a new landmark in terms of

design and technology, with its all new aerodynamic design , Estilo sets
the benchmark and makes each drive a fresh new experience .Complementing its stylish looks
are new ,classy and elegant interiors that redefine comfort .Whats more ,the all new Estilo with
its advance K-series engine gives you incredible power each time you turn on the
ignition.*Launched in August,2014

(12) A-STAR- Stop @ Nothing:- Designed to perfection ,driven only to succeed ,A-Star has
taken over the world. Made in India to meet European standards, the car symbolizes the

beginning of a revolution with its unique aerodynamic stylish

,Powered by the latest state of-art ,light weight K-series petrol engine, it has the best in class
pick-up and segment beating mileage of 19.59 kmpl. It is expected to many European and Non-
European countries under the brand name of Suzuki alto and Suzuki Celerio respectively. As
tested by Automotive Research Association of India (ARAI),Pune ,Indias premier automotive
research agency.
(13) RITZ*-live the moment:- The Ritz combines modern European design, the sportiness of the

swift, the latest in engine technology and Suzukis globally

acclaimed expertise in compact cars, Ritz is an exceptional blend of modern design &
practicality .The interior of the car are smartly styled providing a very comfortable space to all
the people in the cabin .The K12M petrol engine and 1.3 liter DDiS diesel engine powering the
Ritz are supremely refined & silent with best in class fuel efficiency.*launched on 15th
May,2014.

Product Line Products

A1------- 800

A2------- Alto, Zen, WagonR, Swift, A-star

A3------- D ZiRE, Sx4

SUV---- Vitara, Gypsy

C - ----Class Omani, Versa

PRODUCT PROFILE

The all-new Maruti Suzuki Swift is fully loaded with a range of exciting new features. It's a
perfect complement to your evolved tastes and lifestyle. And the best way to take your
driving pleasure to a brand-new high European Styling. Japanese Engineering Dream-Like
Handling.

The new Swift is a generation different from Suzuki design. Styled with a clear sense of
muscularity, its one-and-a-half box, aggressive form makes for a look of stability, a sense that it
is packed with energy and ready to deliver a dynamic drive. Its solid look is complemented by an
equally rooted road presence and class defining ride quality. New chassis systems allow for the
front suspension lower arms, steering, and gearbox and rear engine mounting to be attached to a
suspension frame. You get lower road noise and a greater feeling of stability as you sail over our
roads with feather-touch ease.

Reviews of swift
Car India
The Swift has more than its fair share of silicon livery under its hoodThis intricate network of
processors controls everything on the Swift.
Auto India
The Swift is really peppy in city traffic/conditions The torque comes into action in truly linear
motion.
Car India
Average mileage of 15.6 kmpl.
Auto India
Unlike other hatchbacks on the road, this one also boasts an Automatic Climate Control System
You just set the specific temperature you want, and leave the rest to the system.
Car India
The suspension is tuned to be taut and sporty. This means that handling and feedbackare
brilliant.
Car India
The Swift leads the charge in the occupant safety stakes by being the first hatchback in the country
to have front air bags in its specification sheet.

PRODUCT FEATURES:-

SUZUKI SURROUND PROTECTION (SSP)

THINGS TO REMEMBER WHEN SHE ASKS FOR PROTECTION

What? You worry? We wouldnt want that. So we got an

over-protective bunch of detail-obsessed engineers to pack the Swift with preservatives. Like a
highly crashworthy structure that keeps you safe. A collapsible steering column Front seatbelt
pre-tensioners with load limiters, and energy absorbing trim all around.

Active safety technologies include dual front airbags*, Antilock Braking (ABS)* with Electronic
Brake-force Distribution (EBD)* and a brake-assist function, that minimize driving hazards. All
of these make the Swift amongst the safest set of wheels on the road today. And you can be sure
thats not by accident.

ON COLLISION, NO IMPACT
Dual front airbags* deploy in an instant to shield you from harm.

iCAT IS ON GUARD

Extra security for the car is provided by iCATs, which make the car theft-proof. Hi-tech features
like a built-in RF Transponder in the key and an electronic authentication systemadd up to
peace of mind.

EYES ON THE ROAD. LIGHT ALSO

Headlamp leveling allows four levels of beam adjustment, depending on how packed your car is.
It ensures optimum visibility for the driver and glare-less driving for oncoming vehicles.

VEHICLE WITH PASSENGERS IN THE REAR

Without headlamp leveling device
reduced remote visibility and increased glare onto oncoming vehicles.

With headlamp leveling device

Optimum remote visibility and reduced glare onto oncoming vehicles.

BRAKES THAT STOP, NOT LOCK.

The Swifts Antilock Braking System, together with Electronic Brake-force Distribution, allows
you to maintain directional control over the wheels in the event of sudden braking. The Antilock
System prevents the car from veering off the road.

DDIS
1.3L DDiS Diesel Engine

TURBO CHARGER AND INTER COOLER COMBINATION

Efficient combustion.
Higher torque.
Cleaner emission.

5-STEP MULTI INJECTION COMMON RAIL SYSTEM@ 1400 BAR

Better fuel combustion.

Optimized NVH.
DOUBLE OVER HEADCAMSHAST (DOHC)
Precise & quick valve operation.
CHAIN DRIVE TIMING SYSTEM WITH AUTO TENSIONER
Maintenance-free for the entire engine life.
Precise valve timing.

16-VALUE CYLINDER HEAD

Improves breathing.
Better fuel combustion.
Cleaner emissions.

COOLED EGR SYSTEM

Cooled exhaust gas recirculation.

Cleaner emissions.
ALUMINIUM BED PLATE

Reduced engine vibration.

Minimum noise.

GREEN OIL FILTER
Environmentally friendly
Easy to maintain.

AUTO TEMP

Automatic Climate Control

WEATHER ? WHAT WEATHER!

Automatic Climate Control handles the MET department without you ever intervening. What
you get is constant temperature, which keeps you comfortable at all times.

1.2L K SERIES

1.2L K-Series Petrol Engine

1.2L K-Series petrol.

 Responsive And powerful-advanced 1.2 litre,16-valve K-Series engine

Great Performer - at 85 ps @ 6000 rpm and 113 Nm @ 4500 rpm, the new engine has
improved compression ratios and delivers better initial and passing acceleration in city
driving conditions for zippier overtaking.

Highly Fuel-Efficient - the 16-valve lightweight DOHC engine reduces friction and
improves durability and fuel economy to be best-in-class at 17.94 kmpl**

More Comfortable Drives - A more silent engine with reduced vibrations. Lower NVH
(noise, vibrations and harshness) provide an enhanced drive feel with lesser driver
fatigue.

Lower Emission Levels - BS IV compliant, the Swift is greener and eco-friendly.

Low Maintenance Cost The new K-Series engine means longer oil change intervals
and improved spark plug life.

RBSS

ALLY BASED SUSPENTION SYSTEM

BAD ROADS, HERE WE COME.

The MacPherson strut in front attaches the suspension lower arms, steering, gearbox and rear
engine mounting to a suspension frame (and not to the body), thus raising handling and comfort
to a new high.

DYNAMIC EUROPEAN STYLING

WOLF IN WOLFS CLOTHING!

Slightly European, Somewhat Japanese, And sinfully good looking, Not only a generation
different from Suzuki design, but also the shape of things to come.

When we put together the new Maruti Suzuki Swift, we made sure we did nothing we had ever
done before. We wanted to build a car that made car-makers whack their designers and say,
Why didnt we think of that?

So we did. And gave you a car thats more spacious, more user-friendly, more refine, more eye-
catching. A compact car that makes all others looks like Mamas boys. Its cheeky. Chic, Radical.
Chunky Pumped-up Chiseled, Tantalizing. Haughty Impatient, Manic. Its you

THE SWIFTS PROFILE IS ITS SIGNATURE.

Unabashedly stylish, with a clear sense of muscularity, Pronounced by chunky wheels, boldly
flared wheel arches and tires sitting squat at four corners of the car.

WITH AN ULTRA WIDE STANCE

The Swift announces its presence. This stance allows the Swift to hug the road for class-
defining handling. It also makes a roomy interior.

NEVER IN DRAG
Aerodynamic front air dam, Airflow-smoothing door mirrors. Spoiler-type tailgate. All reduce
drag and wind noise. It cuts like a knife.

BUTT, SERIOUSLY

A curvy, oh-so-wide bumper, Shapely hatch, Lamps that extend from the shoulder lines. Makes

Everything looks packed-in.

ADVANCED P-EPS STEERING

Provides more assist, reduces cabin noise and aids fuel efficiency.

HIGHER, SIR ? LOWER, SIR?

Get into your most comfortable driving position. Reach the pedals without cramping. A 35mm
height adjustment and a 240mm fore-aft slide range are at your service*.

HANDLE WITHOUT CARE

A strong underbody structure. Class-defining body rigidity. And cutting-edge suspension. All
allow you to handle the Swift with feather-touch ease. Letting you cruise over Indian roads in
comfort.

LOVE, SEAT.
Theres so much pleasure here, its almost hedonistic. Seats you can adjust so you can travel in
style and luxury. A glasshouse cabin that wraps around you, So you can interact better with the
dash, knobs, panels and the whole car!

An easy-on-the-eye instrument cluster, A mobike-style tachometer. An illuminated-ring

speedometer, for better visibility as you cover miles, A three-spoke steering. A spherical shift
knob. Its sporty all over. And so the outside doesnt get inside, there are as many as 17 noise-
reducing features. An invisible Do Not Disturb sign to the world outside.

SHIFT WITH PLEASURE.

An updated short-stroke design, with enhanced shift linkages, gives you a firm, quick shift feel.

THE SWIFT CABIN WRAPS AROUND YOU

So its easier to touch. Feel, And get superb all-round visibility Coupled with a smooth driving
experience.

OPEN WIDE

The boot accommodates plenty. So when you drive up into the mountains, bring the mountains
back.

PUT IT HERE

For all that you can remember and everything you cant. Even your little dark secrets.

OPEN HATCH EASILY.

An electronic tailgate opener is ideal when your hands are full with her luggage. Or maybe just
her.

XXXL

Its a car that becomes a party table. A deck chair, A giant shopping basket, A delivery truck. Or a
comfortable bed for two, Perfect to shack-up in, during those long drives.

Diesel Technology

SUPERIOR TECHNOLOGY
The DDiS engine has won the International Engine of the Year Award*
in Europe. DDiS is the superior Common Rail Direct Injection
Technology that powers Maruti Swift Diesel.
This future-ready engine is highly compact and incredibly fuel efficient.

It is the lightest engine in its segment*, generates a class beating 190 Nm of torque and has an
amazing power of 75 BHP for a superior drive. This refined engine is the first in India# to have a
5 Step Multi Injection Technology for smoother running, low noise and cleaner exhaust. It is
perfect both for city and highway driving.

SUPERB PERFORMANCE
This next generation DDiS engine has a 16 valve cylinder head for more power and higher engine
response leading to a smoother ride.

It boasts of a combination of Turbocharger and Intercooler for high performance. It has Double
Over Head Camshaft (DOHC) for precise control of valves - another first that delivers better fuel
efficiency.

It is the only engine with a Chain Drive Timing System, which is maintenance-free for the entire
life of the engine.

It is a compact, light-weight and refined engine with an Aluminum Bed Plate to ensure low noise
and vibration.

ENVIRONMENT FRIENDLY
The combination of a 16 valve cylinder head and a 5 Step Multi Injection System gives efficient
combustion leading to cleaner emissions.

#In A2 diesel segment

BEBEFITS OF DEISEL SWIFT

Silent
Minimum Vibration
Class Beating Power
Environment Friendly
Great Mileage
Maintenance Free

ALL SEGMENTS PRICE

Table shows that the Maruti Suzuki has larger number of variety in the segment A&B so
the sales must be good in these segments. But it is lacking behind its competitors in segment
C, D & E

PRICING STRATEGY - CATERING TO ALL SEGMENTS

Maruti caters to all segments and has a product offering at all price points. It has a car priced at
Rs.1, 87,000.00 which is the lowest offer on road. Maruti gets 70% business from repeat buyers
who earlier had owned a Maruti car. Their pricing strategy is to provide an option to every
customer looking for up gradation in his car. Their sole motive of having so many product
offering is to be in the consideration set of every passenger car customer in India. Here is how
every price point is covered.
SNO. BRAND VARIANTS PRICE IN
COIMBATORE

1 MT 1749373

GRAND VITARA AT 1884001

2 MARUTI SX4 VXI 708761

ZXI MT 819964

ZXI 852542

3 SWIFT DEZIRE LDI 567142

ZDI 701497

VDI 616336

LXI 478426

ZXI 625207

VXI 530429

4 SWIFT VXI 475899

LXI 422544

ZXI 539147

LDI 492643

VDI 548773

5 WAGON R LX 338670

LXI 363399

LX Duo 350286

VXI 387197
 VXI ABS 418492

6 GYPSY ST(Soft Tob) 532537

HT(Hard Tob) 551711

7 OMNI Cargo 214324

Cargo LPG 209160

5 Seater 244002

8 MARUTI 800 STD MPI 193568

A/C MTI 215880

9 ESTILO LXI 357144

VXI 413577

LX 331162

10 EECO 7 STR 306248

5 STR 282028

STR with A/C 318225

11 A STAR LXI 358970

ZXI 424185

VXI 386894

12 RITZ IDI 482794

VDI 537236

LXI 404557

ZXI 500723

VXI 436478

13 ALTO STANDERD 231099

 LXI 280648

LX 263036

PRICE OF SWIFT

In Coimbatore

Variant Ex-showroom Price (Rs.)

MARUTI SWIFT LXI (BHARAT STAGE IV) 4,22,545

MARUTI SWIFT VXI (BHARAT STAGE IV) 4,56,164
MARUTI SWIFT VXI (BHARAT STAGE IV WITH ABS) 4,75,899
MARUTI SWIFT LDI (BHARAT STAGE III) 4,91,128
MARUTI SWIFT LDI BS IV 4,92,644
MARUTI SWIFT VDI BS IV 5,29,809
MARUTI SWIFT ZXI (BHARAT STAGE IV) 5,39,148
MARUTI SWIFT VDI WITH ABS BS IV 5,48,774

COPMPETITOR OF MARUTI SWIFT

MARUTI SWIFT Vs HYUNDAI GETZ

Even if the Swift had no engine, people would buy it and thats because of its outrageous
concept-car looks.

The Getz scores highly on practicality: it is spacious, comfortable, has a good boot and many
user-friendly touches.

MARUTI SUZUKI SWIFT

List price (ex-showroom, Coimbatore) Rs 4.04-5.07 lakh
Top speed 174kph
0-60kph 5.22sec
0-100kph 12.29sec
Kpl 13.85 (overall)
For Styling, value for money
Against Small boot and rear seat

HYUNDAI GETZ
List price (ex-showroom, Coimbatore) Rs 4.74-5.36 lakh
Top speed 144kph
0-60kph 5.61sec
0-100kph 14.47sec
Kpl 12.45(overall)
For Space and practicality
Against Interior quality

Pioneers always have it tough: people called Columbus mad, called Darwin a heretic, called
Hyundai forgetful for leaving out the boot on the Getz. Hyundai has been pulling its hair out
trying to get people to notice a car good enough to be our Car of the Year 2005 and hasn't had
that much success, primarily because it was the first of a kind, the Rs 5.0 lakh car without a
boot.
Hyundais tried extolling the car's virtues: its neither-too-big-nor-too-small size, its space and
practicality, its refinement and sophistication, but sales remained lukewarm. Then, along came
Maruti with the jazzy little Swift, and got 21,000 bookings within a week. And then it hiked the
price.

FUEL EFFICIENCY
LONG-LEGGED SWIFT MUCH MORE FRUGAL
In many of our luxury car tests, we say efficiency figures aren't too big a deal; here, however,
they mean everything. And no question about it, the Swift is always about 1.5kpl better than the
Getz in every environment, partly due to the longer gearing. For the Getz's 10.4kpl in the city,
the Swift returns 11.5kpl; for 14.5kpl on the highway from the Hyundai, the Maruti gives 16.2.

TECHNICAL SPECIFICATION

ENGINE
MARUTI SWIFT HYUNDAI GETZ
Layout 4-cylinder, 1298cc, naturally 4-cylinder, 1341cc, naturally
aspirated petrol aspirated petrol
Max power 87.5bhp at 6000rpm 82.9bhp at 5500rpm
Max torque 11.52kgm at 4500rpm 11.8kgm at 3200rpm
Specific output 67.41bhp per liter 61.81bhp per liter
Power to weight 86.63bhp per tone 76.95bhp per tone
Torque to weight 11.45kgm per tone 11.23kgm per tone
Installation Front, transverse, front-wheel Front, transverse, front-wheel
drive drive
Construction All aluminum Alloy head and cast iron
block
Bore/stroke 74.0/75.5 mm 71.5/83.5 mm
Valve gear 4 per cylinder, SOHC 3 per cylinder, SOHC
Compression ratio 9.0:1 10.1:1
Ignition and fuel Spark ignition and multi-pointSpark ignition and multi-point
petrol injection petrol injection

GEARBOX
Type: 5-speed manual Type: 5-speed automatic
Gear Ratios/kph per 1000rpm Ratios/kph per 1000rpm
1st 3.54/7.73 3.61/6.58
2nd 1.90/14.39 1.95/12.20
3rd 1.28/21.41 1.37/17.37
4th 0.96/28.37 1.06/22.45
5th 0.75/36.2 0.82/29.02
Final drive 4.105:1 4.056:1
 STEERING
Power assisted rack and Power assisted rack and
Type
pinion pinion
Turns lock to lock 3.15 3.0

SUSPENSION
Front Macpherson strut with and Independent with
coil spring Macpherson struts, torsion
beam axle
Rear Torsion bean and coil spring Gas-filled dampers

MAXIMUM SPEEDS (kph/rpm)

5th 169/4700 165/5680*
4th 174/6100 150/6700
3rd 146/6800 118/6800
2nd 97/6800 83/6800
1st 54/6900 45/6800
*estimated

ACCELERATION THROUGH GEARS (secs)

kph
2nd 3rd 4th 5th 2nd 3rd 4th 5th
20-40
3.3 5.6 - - 3.7 5.3 8.4 -
40-60 3.1 5.2 7.3 10.2 3.2 5.0 7.1 10.4
3.2 5.0 7.2 10.5 3.6 4.8 6.8 10.9
60-80
- 5.5 7.3 11.4 14.4 5.4 7.2 12.0
80-100

Fuel Economy
City (kpl) 11.5 10.4
Highway (kpl) 16.2 14.5

WHEELS & TYRES

Wheel size 14J x 5.5-inch 6.0J x 15-inch
Made of Alloy Steel
Tyres 185/70 R14 tubeless 195/65 R15 radial
 BRAKES
Front 211mm Ventilated discs Ventilated discs
Rear 200mm drums Drums
Standard with EBD (only in
ABS Optional with GLS variant
ZXi)

DIMENSIONS

MARUTI SWIFT

HYUNDAI GETZ

CURRENT MARUTI SUZUKI INDIA LTD .Variant

Model : Swift VDi Model : Swift LDi

Model : Swift Zxi Model : Swift Vxi (ABS)

 Model : Swift Vxi Model : Swift Lxi

Discontinued HYUNDAI MOTOR INDIA. Variants

Model : Getz GLX Model : Getz GLS

Model : Getz GVS

TATA INDICA 1.3 MULTIJET:

By the time the larger new Indica is out, the Tata-Fiat tie-up will be going full throttle. Tata will
borrow engines from Fiat with, you guessed it, the 1.3 liter Multijet being the engine of choice.
Thoroughly localized, cheaply assembled and very capable, it will give the new Indica/ Indigo
family a huge leap forward as far as overall ability is concerned.
THE COMPANY DEALERs PROFILE
The company is an authorized dealer of Maruti Udyog Limited (MUL) for sale of its entire
range of motor vehicles. It is also authorized to service & repair all Maruti cars and also deal
in spare parts of Maruti cars.

RKS Motor was established in the year 1997;

the business is managed under the able
leadership and guidance of Mr.Vinay Saboo,
Managing Director. With an experience of over
three decades in retail sales and service, it took
Mr. Saboo just three short years to set up this
dealership, since then the growth has been
phenomenal.

The dealership has also won many awards and accolades under the leadership of Mr. Saboo,
it has also got ISO 9001 certification. Vinay Saboo was one of the Team Member of group
of 6 Delegates who visited Japan on study tour of used car business in Japan. He strongly
believes that achieving customer delight is the single most important focus of the group. The
group enjoys very high status in the society and business world...
INFRASTRUCTURE

At present the group operates 2 (two) state of the art showrooms located in the heart of the
cities of Coimbatore & Secunderabad, they have till date sold a whopping 50,000 cars! The
group has 5 full fledged Maruti Authorized workshops spread in all four points of the city
The Uppal workshop has won the award as the best marketed workshop while the
Somajiguda showroom was adjudged as the best Maruti showroom in India.

OURPHILOSOPHY
RKS has a strong base of 1 lakh satisfied customers from all walks of life. Our mission
statement to provide a convenient, hassle free automobile purchase and ownership experience
for our customers. And the most cost effective and attractive financial services packages to
all our customers, in all the markets we operate in. We anticipate our customers' need and
deliver innovative and outstanding products and services to their delight.

TEAM,STAFF,WORKFORCE
RKS firmly believes that employees are one of the main source of strength for the
organization. It has as many as 500 professionals working directly & indirectly at all levels.
 The human resources management at RKS seeks to create a corporate culture where values
such as "Continuous Improvement" and "Respect for People" are fully reflected in all
activities.
The company takes maximum care to ensure stability of employment and strives to improve
working conditions.
All employees are encouraged to give suggestions to improve the efficiency or working
conditions. They are also appropriately rewarded for the same. Thus RKS seeks to progress b
empowering its employees.
TEAM SABOO
A dedicated fully professionally managed organization with independence of working.
Executive Director: Pramod Manudhania, FCA, Chartered Accountant, looking
after over all administration and operation.

Vice President (Projects): Anand Choadhry

taking care of new Projects,True Value Business.

Senior General Manager Service: Mr. N K Patel

looking after all the five workshops servicing about 4000 cars a montGenera

Manager (Projects): Mr. Sameer ,

looking after Strategic Marketing activities, new Projects, Maruti Driving School.

General manager (Spares): Mr. Ravi Mantri

The General Manager Sales: Mr. Bhargav, Sales

Awards:

Best new product launch

Overall product mix sales
Best marketing for workshop facility
 To analyze the customer satisfaction towards the Maruti Swift in Coimbatore
with a special reference to the Marti Suzuki Motors.

To know the strengths and weaknesses of the Maruti Swift.

To know the perception towards the Brands about the sales, services, offers to buy
Maruti Suzuki products.

To know the customers opinion about various cars in Coimbatore city.

CHAPTER -III
 DESIGN OF THE STUDY

RESEARCH METHODOLOGY

Two broad research methodologies can be used to answer any research question. They are
experimental research or Non experimental research. In experiment research, there is control
over the extraneous variable and manipulation of at least one variable investigation. In Non
experimental research , there is no intervention beyond that needed for the purpose of
measurement .

RESEARCH DESIGN:-

A research design is a statement is a statement or specification of the method and producers used
for acquiring the information needed for the solution of some specific problems. It provides a
scientific frame work for conducting a research.

Although research design may be classified by many criteria, the most useful one concern the
major purpose of the investigation. On the basis, research design can be classified into three
classes Exploratory, Descriptive and Casual. If no formal design or structure questionnaire are
used, exploratory design is used .If a person is conversant with the problem environment, or is
conducting the research for some specific purpose using structure questionnaire to gather
information, the research design is descriptive casual research design is used to establish cause
and affect relationship.

For descriptive studies and also casual studied, data analysis and project output are critical
aspects of research planning, this study uses descriptive design.

DATA COLLECTION METHOD

The following steps are involved in the data collection process:-

Finding out the type of information required in the investigation.

Establishing the facts that are available at present and the additional facts required.

Identification of the source from where they can be available.

Selection of appropriate information collection method.

The data required from this study is collected from primary and secondary sources;

The data collected are both Quantitative and Qualitative.

PRIMARY SOURCES:-

The primary used for gathering data required for this survey is Survey method

In the survey method a survey of the consumers satisfaction toward four wheeler is done. A
planned effort is made using structured questionnaire to interview the respondents. The
respondents are the owners of the four wheeler, who are interviewed, are chosen using non
probability sampling method.

The survey can be done through personal interviews .In this study respondent are interviewed
personally so that the errors involved in gathering primary data are minimized.

SECONDARY SOURCES:-
The secondary sources used for collecting data are:-

1.Internal Sources:-

Companys Reports.

Companys Publications.

Companys Employees.

Company Strategy.

1. External Sources:-

Information was gathered from Magazines like Auto Expo, Car Bazaar, and Business
World & Business Today. Business dailies like The Economic Times, The Business Line
etc

News Paper like The Hindustan Times, Business Standard & The Corporate Times. Apart
from this information was also taken from internet.

SAMPLING PROCESS:-

Taking into account the practical considerations ( Such as time limit, cost, etc ) the study a
sample survey as the means of means of gathering primary information. A sample survey allows
a reason to concentrate his attention upon a relatively small number of people and hence, to
devote more time and energy to ensure that the information collected from them is more
accurate.

DEFINING THE POPULATION:-

The first thing that a sample plan must include is the definition of the population to be
investigation. The population should be defined as clearly as possible. The population chosen for
the study, taking in to consideration the objective of the study is defined as, all the customer of
four wheeler.
SAMPLE DESIGN:-

Sample design is the heart of the sample planning process. A sample design involves
specifications of the type of sample used, the appropriate sampling unit, and the sample size.

TYPE OF SAMPLE:-

The study use non probability sampling most of the sampling in marketing research is non
probability in nature of the various non probability methods , convenience sampling method is
used in this study rather than using a table of random number as in probability sampling .
convenience sampling means that the sampling unit are accessible, convenient and easy to
measure. The advantage of choosing a non -probability sampling methods is that the sampling
error will be when compared to probability sampling.

SAMPLING UNIT:-

The sampling unit forms the basis of the entire sampling procedure. It is that which is actually
chosen by the sampling process. The sampling unit may contain one or more population
elements. The sampling unit in the study consists of the private employees, government
employees, business people and others.

SAMPLE SIZE:-

The sample consist of 50 customer selected from the Coimbatore using convenience sampling
method. Out of the customers selected for the study, some did not own four wheeler and some
had not responded well. Hence they had to be replaced by other customers.

LIMITATIONS:-
 Taking the market conditions into consideration the survey, which include a
sample of 50, was a respective one.

Due to the limitation of span of time and limited resources survey was conducted
for a period of 6 weeks.

The geographic region covered for the survey was limited to the boundaries of the
Coimbatore city.

Since the survey was conducted at the market localities and the person who has
owns a Maruti Swift

Improper response from customers and buyers, but it was minimal.

Scientific methods of post testing could not be conducted.

Minimal possible bias in administrating the questions at the survey conducted

area.

The reaction and attitudes are subjected to changes according to their needs and
time.
 CHAPTER IV

DATA INTERPRETATION &

ANALYSIS

1. Selection of Maruti swift Model.

Particulars No. of Respondents Percentage (%)

Petrol 18 36

Diesel 32 64

Total 50 100
Source: Primary Data

Analysis:-

Here we have to find out that maximum value of Diesel model in the market that is 64%
out of total sample size so we can say that current scenario of the market maximum
captured by Diesel model compare to Petrol model. Now in present time customer prefers
more Swift Diesel model.

2. Influencing features for the purchasing power of the customer.

Particulars No. of respondents Percentage (%)

Price 15 30

Product Features 20 40

Brand 7 14
 Service 8 16

Total 50 100

Analysis: Here we found that the product feature of swift car is more influencing factor
to purchase power of the consumers. In this chart it is clear that product feature is very
important factor for the consumption level of the product. So this is showing that % of
product feature is more than compare to others i.e. 40%. Hence, selling of swift car is
depending upon the product quality.

3. Different sources of purchasing pre-owned car

Particulars No. of respondents Percentage (%)

Through Advertisement 12 24
Dealer 18 36
Showroom 10 20
Durability 10 20
 Total 50 100

Analysis:

Above diagram shows the highest value of dealer. Where a dealer provides different
warranties, services, convenience, availability and other facilities to the consumers whatever
he wants. So dealer is important mediator for delivering the goods and services to the
consumers. Here, dealers percentage is greater than to others i.e. 36%.

4. Important suggestions towards the Maruti Swift engine.

Particulars No. of respondents Percentage (%)

Very Good 10 20

Good 16 32

Average 5 10

Not Good 11 22

Cant Say 8 16
Total 50 100

Analysis:

This chart shows the various suggestions towards the maruti swift 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%.

5.Customer satisfaction toward mileage of Maruti Swift.

Particulars No.of respondents Percentage (%)

Yes 30 60

No 20 40

Total 50 100
 Analysis:-

Here we found that 60% customers are satisfied with the mileage of swift and other 40%
customers are not satisfied with the mileage of Swift they have diffirent perception regarding
the mileage of swift .This chart showing the majority of satisfied customers, so we can say
that customers are satisfied with mileage of swift.

6.Customer opinion on Maruti Swift related to safety features.

Particulars No. of respondents Percentage (%)

Very Good 10 20

Good 17 34

Average 12 24

Cant say 11 22

Total 50 100
 Analysis:-

This chart is showing that just customer satisfied with the safety features of swift because
when customer expect more safety then cost of swift beccome high. So here 34% customers
are satiesfied with safety features of swift 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 Swift.

7.Customer opinion about good competitor of maruti swift.

Particulers No. of respondents Percentage (%)

i 20 13 26

i 10 9 18

Ritz 11 22

Getz 11 22

Indica 6 12

Total 50 100
Analysis:

Here we found that 26% is the highest value so its indicate that i20 is the best competitors of the
Swift ,after that Getz and Ritz are good competitors of Swift. Now Indica has come in market
with diffirent features and luxurious model so it is also a good competitor of Maruti Swift. In
this chart i10 got the 18 % so it indicate the i10 is also competitor of Swift.

8. From the consumer point of view, Price maintain by the Maruti Suzuki in
the future :

Particulers No. repondents Percentage (%)

Yes 19 38

No 15 30

Cant say 16 32

Total 50 100
 Analysis:-

Here we can see in chart that is 38% customers opinions that company will be able to maintan
the price in the future but 32% customers opinion that no, company will be increase the price of
swift because it is necessary for maintenance the cost of company . Other 30% customers are
unable to say anythings they are depend on the company decision.

9. Costomers Satisfaction towards the changes in the Swift car.

Particulers No.of respondents Percentage (%)

Yes 26 52

No 13 26

Cant say 11 22

Total 50 100
Analysis:-

Here we found the costomers are very enthusiastic to want change in the swift for their better
satisfaction i.e.52% response by the customers. And 26 % customers dont want to change in the
Swift , 22% customers are unable to say that will be change in the swift .

Here majority is saying that customers want to change in the Swift as mostely customers want to
change in the Back Glass of the Swift due to no clear visible in back side when driver apply
back gear, because back glass size is small. So customers want little bit improvement in the Swift
car.
10. Customers frequently change their car.

Particulers No.of respondents Percentage (%)

1-3 Years 18 36

3-5 Years 11 22

5-10 Years 15 30

More than 10 Years 6 12

Total 50 100

Analysis:-

Here we found that most of the customers are changing their car between 1-3 year. Because
changing any product is depend upon the money as well as time factor. Hence we can say that
consumers can not chang their car less than 1-3 years.

FINDINGS
Basing on the data gathered from the customers , which was analyzed , the
following observations are made.

Here we found that the customers are fully satisfied with the Diesel model of Swift. So
now this time market mostely captured by the swift and booking of swift advance going
on .

Majority of the customers preffering the swift due to the product features. They are fully
satisfied by product with the deffirent features of Swift .

Here majority of the customers will be buy pre-owned car by the dealers due to they want
to true value of the car.

Here customers gave the good value for the Swift engine they have no any doubt
regarding swift engine. Thats why costomers has fully satisfied .

We found that majority of the customers are fully satisfied with the mileage of Swift car.

Majority of the customers said that we are satisfied with the safety features of the Swift
so they gave only good response .They are saying that if we want very good safety
feature then car price will be also high.

Majority of the customers preffering the i20 and Getz as the good competitors of the
Swift.

Mostely customers hope that maruti will be not hike the price in the future, it will be able
to maintain the price of the swift . Some of the customers has hope that when cost of raw
material will hike then price will also hike .

Costomers are fully enthusiastic to saw some new changes in the future swift . Majority
of customers want to some change in the future , As back side glass.

Mostely customers changing there car between 1-3 years.

SUGGESTIONS
After analyzing the findings ,the following suggestions have been prepared .Great
care has been taken in the making these suggestions for improvement of the
customer satisfaction :

A constant urge to upgrade and keep pace with the changing times gives
organization the competitive advantages or cutting over the competition .

The service centre must be ready with all type of spare part all over the time .

Improve in the size of back glass for clear visibility in back side .

Introduce low instalment and low down payment schemes to attract more people .

Satisfy existing customers by giving more value and offers.

Some costomer want to change in the swift back light as round shape .

There is heavy demand for Maruti Swift in the market , so the supply has to be
improved to meet the demand of the customers .

Inspect the servicing centrs continuosly so that they try to follow rule and
regulations strictly ,and will serve the car on time .

Try to maintain reasonable price of the swift, as this is the key factor for
customers satisfaction towards Swift .

All the cars of Maruti Suzuki Must be available in the each and every showroom.

Company must try to tap the rural area with the help of print media and hoarding .

In every organization employee behavior should be great, for providing better

customer satisfaction .

CONCLUSION
After analyzing the interpretation and finding the following conclusion were
made: -

After interacting with the customers, I found that ,customers are emotionally attached with
Maruti Suzuki Brand . Most of customers are highly satisfied with Maruti Swift.

Maruti Suzuki is giving very tough competition to its competitors like Tata Motor, Hyundai
Motor etc.

During my survey, I found that Swift mostly preffering by young age people in A2 segment
car . They are fully satisfied towards Swift.

Customers are not happy with the back glass of Swift due to very small size they cant see
easely in back side on back gear.

Maruti suzuki is providing the cutomer satisfaction not only selling the cars, and it want to
beat their competitors .

The company is the known to providing the good service and quality.

I found in my survey that Maruti Suzuki product is first preffering by the defence as Gypsy,

Gypsy and Grand Vitara has power gear.

BIBLIOGRAPHY
BOOKS AUTHOR

MARKETING MANAGEMENT PHILLIP KOTLER, KOSHI & JHA

PRINCIPAL OF MARKETING PHILLIP KOTLER & AMSTRONG
RESEARCH METHODOLOGY R.C.KOTHARI

WEBSITES:

http://www.marutisuzuki.com

http://www.marutiswift.com

http://www.marutidealer.com

http://www.marutiindia.com

PRINT MEDIA:

THE TIMES OF INDIA

THE HINDU

AUTO EXPO MAGAZINES

AUTO CAR MAGAZINE

BUSINESS STANDARD

ANNEXURE
 QUESTIONNAIRE

Name . Mobile No

Email. Profession..

Q1. Which Model of Maruti Swift do you own?

a) Petrol b) Diesel

Q.2. Which feature influenced you the most while Considering your Swift purchase?
Price
Product feature
Brand
Service

Q3. If you plan to buy a pre-owned car, through which source you would like to buy?
Through advertisement
Dealers
Showroom
Durability

Q 4. Your valuable suggestion/Comments on Maruti Swift Engine?

.................................................................................................................................................

...................................................................................................................................................

Q.5. Are you happy with the mileage of your swift?

a) Yes b) No.

Q.6 What is your opinion on Maruti Swift related to safety features?

......................................................................................................................................................

Q.7. According to you, which model is a good competition to Swift & Why?
 ....................................................................................................................................................
............................................................................................................................................................
........

Q.8. Do you think Maruti Suzuki will be able to maintain the price of Swift in future if there is
hike in cost of raw materials?

.Yes

. No.

. Cant say

Q9Are you looking for any changes in Swift for better Customer satisfaction.

......................................................................................................................................................

............................................................................................................................................................

Q.10.How frequently you change your car?

1-3 years
3-5 years
5-10 years
More than 10 years.

THANK YOU

DATE SIGNATURE