A STUDY ON CUSTOMER SATISFACTION TOWARDS THE

MARUTI SERVICE AT HERCULESAUTOMOBILES INT’L (P) LTD

SUBMITTED BY,
SHARUKHAN C.N
RA1652001010310
FACULTY OF MANAGEMENT
SRM INSTITUTE OF SCIENCE AND TECHNOLOGY
 DECLARATION

I SHARUKHAN C.N have completed the summer Internship project titled “A

STUDY ON CUSTOMER SATISFACTION TOWARDS THE MARUTI SERVICE AT
HERCULES AUTOMOBILES INT’L (P) LTD” under the guidance of Ms .PRIYA
KRISHNAN in the partial fulfilment of the requirement for the award of degree of Master in
Business Administration (MBA) of faculty of management, SRM Institute of Science and
Technology. This is an original work & I have neither copied and nor submitted it earlier
elsewhere.

Name: SHARUKHAN C.N

Reg no:RA1652001010310
Signature:
 ACKNOWLEDGEMENT

Concentration, dedication and application are necessary but not sufficient to achieve our goal.
These must be awarded by guidance, assistance and cooperation of person to make it tenable. I
gratefully acknowledge to MRS. PRIYA KRISHNAN who has given me the opportunity to
learn at deep level to prepare this report.

Although we have tried to make this report error free, but if someone finds any type of error or
have suggestions for this report, please tell me and I promise to fix the problem or will adopt
good suggestions.
 CONTENTS

CHAPTER NO TITLE PAGE NO

I. INTRODUCTION
 Industry Profile
 Company Profile
 Product Profile
II. REVIEW OF LITERATURE
III. RESEARCH METHODOLOGY
 Need for the Study
 Objectives
 Research Design
 Sources of Data
 Sample Design
 Hypothesis
 Limitations
IV. DATA ANALYSIS & INTERPRETATION
V. FINDINGS, RECOMMENDATIONS
AND CONCLUSION
 Findings
 Recommendations
 Conclusion
ANNEXURE Bibliography
 LIST OF TABLE
Table No. Title Page No.
1. The Vehicle that you previously used
2. What made you to buy this vehicle.
3. Are you satisfied about the explanation
about the benefits / features/
warranty of the vehicle and the financial
schemes and the delivery procedure at
the time of purchase
4. How is the reception at the time of enquiry
by the sales personnel
5. It is ease of obtaining appointment i.e.,
are you satisfied with the reception of the
service advisor.
6. Are you satisfied with the time taken to open
the job card (work order)
7. How is the attitude of the service personnel ?
8. Are you satisfied with the facilities of the
service station like customer waiting room etc
9. Have you been informed about any other extra
jobs required for your vehicle that you are
unaware?
10. Are the services being attended correctly to the
relevant complaint ?
11. Are you satisfied with the solutions to all the
problems reported by you?
12. Are you satisfied with the quality of washing ?
13. Are you satisfied with the delivery made
i.e., is the delivery made in time as per the
conditions desired by you from service station.
14. Are you satisfied with the explanation of job
done and bill at the time of delivery?
15. Is the general appearance of the workshop
satisfactory ?
16. Do you feel the labour and spare part charge
Reasonable?
17. Are your receiving our service reminders
regularly ?
18. Have you been informed about the next
service schedule ?
19. Are you satisfied with the overall performance
of the workshop.
 LIST OF GRAPHS

Table No. Title Page No.

1. The Vehicle that you previously used
2. What made you to buy this vehicle.
3. Are you satisfied about the explanation
about the benefits / features/
warranty of the vehicle and the financial
schemes and the delivery procedure at the
time of purchase
4. How is the reception at the time of enquiry
by the sales personnel
5. It is ease of obtaining appointment i.e.,
are you satisfied with the reception
of the service advisor.
6. Are you satisfied with the time taken to
open the job card (work order)
7. How is the attitude of the service personnel ?
8. Are you satisfied with the facilities of the service
station like customer waiting room etc.
9. Have you been informed about any other
extra jobs required for your vehicle that
you are unaware?
10. Are the services being attended correctly
to the relevant complaint ?
11. Are you satisfied with the solutions to all the
problems reported by you?
12. Are you satisfied with the quality of washing ?
13. Are you satisfied with the delivery made
i.e., is the delivery made in time as per the
conditions desired by you from service station.
14. Are you satisfied with the explanation of job
done and bill at the time of delivery
15. Is the general appearance of the workshop
satisfactory ?
16. Do you feel the labour and spare part
charge reasonable
17. Are your receiving our service
reminders regularly ?
18. Have you been informed about the next
service schedule ?
19. Are you satisfied with the overall performance
of the workshop.
 ABSTRACT

The main aim and objective of study is to find out customer satisfaction of Maruti cars
and to find the satisfaction level regarding the opinions, attitudes, and perception of
consumers using Maruti vehicles.
The main basis on which customer satisfaction level analyzed towards Maruti
vehicles are price, spare parts availability, mileage, and maintenance cost of the car.

Customer satisfaction depends on a product’s perceived performance in delivering

value relative to a buyer’s expectations. If the product’s performance falls short of the
customer’s expectations, the buyer is dissatisfied. If performance matches expectations,
the buyer is satisfied. If performance exceeds expectations, the buyer is satisfied. If
performance exceeds expectations, the buyer is delighted.
The data collected in this research is primary data and secondary data. The
primary data is collected through the mode of questionnaire. The sample size of research
is 100.
The research gives information about the customers are satisfied with Maruti
vehicles because of factors like availability of spares, service given at service station, low
maintenance cost, and price of vehicle is less when comparing to other brands present in
the market.
The customers are really looking for the good pickup vehicles in the Maruti
brand. By this we can say that company need to concentrate on fuel efficient and
attractive design cars to attract the all age groups.

Out of 100 respondents it is observed that 83% of respondents are feeling that the
overall performance of the Maruti vehicles is good, and 17% of respondents are feeling
that the overall performance of Maruti vehicles is excellent.
 INTRODUCTION

The concept of the word “wheel” is not of recent origin. Right form the days when man
started his living, to this day where there is tremendous technological improvement, the
importance of “wheel” is growing at a greater pace.

A growing economy, expanding cities and an increasing work load demand time and
resource management. Right from the executive to a collage going student, there is a need for a
set of wheels, which grant him/her easy mobility not only, which is efficient and reliable but also
affordable.

A four-wheeler is and affordable solution that will grant good mobility. To satisfy the
needs of the consume, a large number of companies have come up with a good number of
vehicle. In this aspect it is rather essential for any buyer to know the finer parts, which give4s a
good look, the performance, the driving, handling, reliability, and above all, the affordability of a
particular vehicle, before he owns it. Most manufactures have understood this, and therefore
developed different kinks of cars.

As there are different kinds of consumers existing in each market for every product, there
is a need produce a wide range of products to satisfy all these customers.This classification was
made on the grounds of better mileage, oil consumption, pollution factors etc.

As we all know, for any organization to survive, in this highly competitive world. It
should take cadre of customers who are the backbone of it. To make its services available to
everyone Maruti also have so many dealers in various places. It is offering its valuable services
to the people of Alappuzha district through one of its dealers Hercules automobiles. Hence I felt
the need of knowing about “Customer satisfaction” on the products of Maruti and the services of
Hercules automobiles, in our study.
 INDUSTRY PROFILE

The automobile as we know it was not invented in a single day by a single inventor. The history
of the automobile reflects an evolution that took place worldwide. It is estimated that over
100,000 patents created the modern automobile.

However, we can point to the many first that occurred along the way. Starting with the first
theoretical plans for a motor vehicle that had been drawn up by both Leonardo da Vinci and
Isaac Newton.

In 1769, the very first self-propelled road vehicle was a military tractor invented by French
engineer and mechanic, Nicolas joseph Cugnot (1725 – 1804). Cugnot used a steam engine to
power his instructions at the paris Arsenal by mechanic Brezin. It was used by the French Army
to haul artillery at a whopping speed of 2 ½ mph on only three wheels. The vehicle has to stop
every ten to fifteen minutes to build up steam power. The steam engine and boiler were separate
form the rest of the vehicle and placed in the front. The following year (1770), Cugnot built a
steam-powered tricycle carried four passengers.

In 1771, Cugnot drove one of his road vehicles into a stone wall, making Cugnot the first
person to get into a motor vehicle accident. This was the beginning of bad luck for the inventor.
After one of Cugnot’s patrons died and the other was exiled, the money for Cugnot’s road
vehicle experiments ended

Steam engines powered cars by burning fuel that heated water in a boiler, creating steam
that expanded and pushed pistons that turned the crankshaft, which then turned the wheels.
During the early history of self-propelled vehicles-both road and railroad vehicles were being
developed with steam engines.
(Cugnot also designed two steam locomotives that they proved a poor design road vehicles;
however, steam engines were very successfully used in locomotives. Historians, who accept that
early steam-powered road vehicles were automobiles, feel that Nicolas Cugnot was the
inventor of the first automobile.

After Cugnot Several Other Inventors Designed Steam-Powered Road Vehicles

 Cugnot’s vehicle was imporved by Frenchman, Onesiphore Pecqueur, who also invented the
first differential gear, improved Cugnot’s vehicle.
 In 1789, the first U.S. patent for a steam-powered land vehicle was granted to Oliver Evans.
 In 1801, Richard Trevithick built a road carriage powered by steam-the first in Great Britain.
 In Britain, form 1820 to 1840, steam-powered stagecoaches were in regular service. These
were later banned from public roads and Britain’s railroad system.
 Steam-driven road tractors (built by Charles Deitz) pulled passenger carriages around Paris
and Bordeaux up to 1850.
 In the United States, numerous steam coaches were built from 1860 to 1880. Inventors
included. Harrison Dyer, Joseph Dixon, Rufus Porter, and William T.James.
 Amedee Bollee Sr. built advanced steam cars form 1873 to 1883. The
“La Mnacelle” built in 1878, had a front-mounted engine, shaft drive to he differential, chain
drive to the rear wheels, steering wheel on a vertical shaft and driver’s seat behind the
engine. The boiler was carried behind the passenger compartment.
 In1871, Dr.J.W. Carhart, professor of physics at Wisconsin State University, and the J.I.
Case Company built a working steam car that won a 200-mile race.

Early Electric Cars

Steam engines were not the only engines used in early automobiles. Vehicles with electrical
engines were also invented. Between 1832 and 1839 (the exact year is uncertain), Robert
Anderson of Scotland invented the first electric motor. The vehicles were heavy, slow,
expensive, and needed to stop for recharging frequently. Electricity found greater success in
tramways and streetcars, where a constant supply of electricity was possible.
Around 1900, electric land vehicles in America outsold all other type of cars. Then in the several
years following 1900, sales of electric vehicles took a nosedive as new type of vehicle came to
dominate the consumer market.

History of the Internal Combustion Engine – The Heart of the Automobile

An internal combustion engine is any that uses the explosive combustion of fuel to push a piston
within a cylinder – the piston’s movement turns crankshaft that then turns the car wheels via a
chain or a drive shaft. The different types of fuel commonly used for car combustion engines are
gasoline (or petrol), diesel, and kerosene.
A brief outline of the history of the internal combustion engine includes the following highlights.

 1680 - Dutch physicist, Christian Huygeness designed (but never built) an internal
combustion engine that was be fueled with gunpowder.
 1807 - Francois Isaac de Rivaz of Swizerland invented an internal combustion engine that
used a mixture of hydrogen and oxygen for fuel. Rivaz designed a car for his engine – the
first internal combustion powered automobile. However, this was a very unsuccessful
vehicle.

 1824 - English engineer, Sumuel Brown adapted an old Newcomen steam engine to burn gas,
and he used it to briefly power a vehicle up Shooter’s Hill in London.
 1858 - Belgian – born engineer, jean joseph Etienne Lenoir invented and patented (1860) a
double-acting, electric spark-ignition internal combustion engine fueled by coal gas. In 1863,
Lenoir attached an improved engine (using petroleum and a primitive carburetor) to a three-
wheeled wagon that managed to complete an historic fifty-mile road trip. (See image at top)
 1862 - Alphonse Beau de Rochas, a French civil engineer, patentee but did not build a foru-
stroke engine (French patent #52, 593, January 16, 1862).
 1864 – Austrian engineer – Siegfried Marcus*, built a one-cylinder engine with a crude
carburetor, and attached his engine to a cart for a rocky 500-foot drive. It was the world’s
first gasoline-powered vehicle. Several year later, Marcus was able to design a vehicle that
briefly ran at 10 mph that some historians consider was the forerunner of the modern
automobile.
 1873 – George Brayton, an American engineer, developed an unsuccessful two-stroke
kerosene engine (it used two external pumping cylinders). However, it was considered that
first safe and practical oil engine.
 1866 – German engineers, Eugen Langen and Nikolaus August Otto improved on Lenoir’s
and de Rochas’ designs and invented a more efficient gas engine.
 1876 – Nikolaus August Otto invented and later patented a successful four stroke engine,
known as the “Otto Cycle”.
 1876 – The first successful two-stroke engine was invented by Sir Dougald Clerk.
 1883 – French engineer, Edouard Delamare – Debouteville, built a single-cylinder four-
stroke engine that ran on stove gas. It is not certain if he did indeed build a car, however,
Delamare-Debouteville’s designs were very advances for the time – ahead of both Daimler
and Benz in some ways at least on paper.
 1885 – Gottlieb Daimler invented what is often recognized as the prototype of the modern
gas engine – with a vertical cylinder, and with gasoline injected through a carburetor
(patented in 1887). Daimler first built a two-wheeled vehicle the “Reitwagen” (Riding
Carriage) with this engine and a year later built the world’s first four-wheeled motor vehicle.
 1886 – On January 29, Karl Benz received the first patent (DRP No. 37435) for a gas-fueled
car.
 1889 – Daimler built an improved four-stroke engine with mushroom-shaped valves and two
V-slant cylinders.
 1890 – Wilhelm Maybach built the first four – cylinder, four – stroke engine.

Engine design and car design were integral activities, almost all of the engine designers
mentioned above also designed cars, and a few went on to become major manufactures of
automobiles.

Hailed as ‘the industry of industries’ by Peter Drucker, the founding father of the study of
management, in 1946, the automobile industry had evolved continuously with changing times
from craft production in 1890s to mass production in 1910s to lean production techniques in the
1970s.

The automotive industry in India grew at a computed annual growth rate (CAGR) of 11.5 percent
over the past five years, the Economic Survey 2008-09 tabled in parliament on 2nd July’09 said.
The industry has a strong multiplier effect on the economy due to its deep forward and backward
linkages with several key segments of the economy, a finance ministry statement said.

The automobile industry, which was plagued by the economic downturn amidst a credit crisis,
managed a growth of 0.7 percent in 2008-09 with passenger car sales registering 1.31 percent
growth while the commercial vehicles segment slumped 21.7 percent.

Indian automobile industry has come a long way to from the era of the Ambassador car to Maruti
800 to latest M&M Xylo. The industry is highly competitive with a number of global and Indian
companies present today. It is projected to be the third largest auto industry by 2030 and just
behind to US & China, according to a report. The industry is estimated to be a US$ 34 billion
industry.

Indian Automobile industry can be divided into three segments i.e. two wheeler, three wheeler &
four wheeler segment. The domestic two-wheeler market is dominated by Indian as well as
foreign players such as Hero Honda, Bajaj Auto, Honda Motors, TVS Motors, and Suzuki etc.
Maruti Udyog and Tata Motors are the leading passenger car manufacturers in the country. And
India is considered as strategic market by Suzuki, Yamaha, etc. Commercial Vehicle market is
catered by players like Tata Motors, Ashok Leyland, Volvo, Force Motors, Eicher Motors etc.
The major players have not left any stone unturned to be global. Major of the players have got
into the merger activities with their foreign counterparts. Like Maruti with Suzuki, Hero with
Honda, Tata with Fiat, Mahindra with Renault, Force Motors with Mann.

Some of the early events and milestones in the car industry in India.
 1928 – The first imported car on the Indian roads.
 1942 – Hindustan Motors incorporated.
 1944 – Premier Automobiles started.
 1948 – First car manufactured in India.
 1953 – The Govt. of India decreed that only those firms which have a manufacturing
program should be allowed to operate.
 1955 – Only 7 firms HM, API, SMPL, PAL, M & M, and TELCO received approval.
Key Facts about India’s automobile industry:

 India ranks 12th in the list of the world’s top 15 automakers.

 Entry of more international players.

 Contributes 5% to the GDP.

 Production of four wheelers in India has increased from 9.3 lakh units in 2002-03 to 23 lakh
units in 2007-08.

 Targeted to be of $ 145 Billion by 2016.

 Exports increased from 84,000 units in 2002-03 to 280,000 units in 2007-08

The Liberalization in 1990 in India opened the doors for the entry of foreign products into the
market. This made the market a consumer market with a lot of choices for the consumers. The
future of the products depends on the consumer’s satisfaction. The products, which are able to
attract the consumers, are having a bright future and the others are lost in the competition. So it is
very important to know the pulse of the customers. The business people should always have
correct information regarding the satisfaction level in the customers. Different ways are to be
implemented to increase the satisfaction level in the customers.
 COMPANY PROFILE

Maruti Suzuki India Limited (MSIL), formerly known as Maruti Udyog Limited, a subsidiary of
Suzuki Motor Corporation of Japan, is India's largest passenger car company, accounting for
over 50 per cent of the domestic car market. Maruti Udyog Limited was incorporated in 1981
under the provisions of Indian Companies Act 1956 and the government of India selected Suzuki
Motor Corporation as the joint venture partner for the company. In 1982 a JV was signed
between Government of India and Suzuki Motor Corporation.
It was in 1983 that the India?s first affordable car, Maruti 800, a 796 cc hatch back was launched
as the company went into production in a record time of 13 month.
More than half the number of cars sold in India wear a Maruti Suzuki badge. They are a
subsidiary of Suzuki Motor Corporation Japan. The company offer full range of cars– from
entry level Maruti 800 & Alto to stylish hatchback Ritz, A star, Swift, Wagon R, Estillo and
sedans DZire, SX4 and Sports Utility vehicle Grand Vitara.
Since inception, the company has produced and sold over 7.5 million vehicles in India and
exported over 500,000 units to Europe and other countries.
They were born as a government company, with Suzuki as a minor partner, to make a people's
car for middle class India. Over the years, its product range has widened, ownership has changed
hands and the customer has evolved. What remains unchanged, then and now, is their mission to
motorise India. MSIL?s parent company, Suzuki Motor Corporation, has been a global leader
in mini and compact cars for three decades. Suzuki's technical superiority lies in its ability to
pack power and performance into a compact, lightweight engine that is clean and fuel efficient.
The same characteristics make their cars extremely relevant to Indian customers and Indian
conditions. Product quality, safety and cost consciousness are embedded into their manufacturing
process, which they have inherited from their parent company.
Right from inception, Maruti brought to India, a very simple yet powerful Japanese philosophy
'smaller, fewer, lighter, shorter and neater'
From the Japanese work culture they imbibed simple practices like an open office, a common
uniform and common canteen for everyone from the Managing Director to the workman, daily
morning exercise, and quality circle teams.
Maruti Suzuki exports entry–level models across the globe to over 100 countries and the focus
has been to identify new markets. Some important markets include Latin America, Africa and
South East Asia.Interestingly with a brand new offering A–star, Maruti Suzuki is ready to take
on European markets.Maruti Suzuki sold 53,024 units during 2007–08. This is the highest ever
export volume in a year for the company, and marked a growth of 35 per cent over the previous
year.Maruti Suzuki has exported over 552,000 units cumulatively with about 280,000 units to
Europe and Israel .
Maruti Suzuki has two state–of–the–art manufacturing facilities in India. The first facility is at
Gurgaon spread over 300 acres and the other facility is at Manesar, spread over 600 acres in
North India. The Gurgaon facility – Maruti Suzuki's facility in Gurgoan houses three fully
integrated plants. While the three plants have a total installed capacity of 350,000 cars per year,
several productivity improvements or shop floor Kaizens over the years have enabled the
company to manufacture nearly 700,000 cars/ annum at the Gurgaon facilities.
The Manesar facility – Its Manesar facility has been made to suit Suzuki Motor Corporation
(SMC) and Maruti Suzuki India Limited's (MSIL) global ambitions. The plant was inaugurated
in February 2007. At present the plant rolls out World Strategic Models Swift , A–star & SX4
and DZire.The plant has several in–built systems and mechanisms.
Diesel Engine Plant– Suzuki Powertrain India Limited – Suzuki Powertrain India Limited the
diesel engine plant at Manesar is SMC's & Maruti's first and perhaps the only plant designed to
produce world class diesel engine and transmissions for cars. The plant is under a joint venture
company, called Suzuki Powertrain India Limited (SPIL) in which SMC holds 70 per cent equity
the rest is held by MSIL. This facility has an initial capacity to manufacture 100,000 diesel
engines a year. This will be scaled up to 300,000 engines/annum by 2010.
In 2012 Senior management members were injured as workers resort to violence at Maruti
Suzuki?s Manesar plant.
 Product range of the company includes:
It offer full range of cars– from entry level Maruti 800 & Alto to stylish hatchback Ritz, A star,
Swift, Wagon R, Estillo and sedans DZire, SX4 and Sports Utility vehicle Grand Vitara.
 Maruti Alto 800
 Omni
 Gypsy
 Zen Estilo
 Wagon R
 Versa
 A– Star
 Ritz
 SX4
 Dzire
 Grand Vitara
 Ertiga
 Celerio

Milestones :
2014: Maruti Suzuki announces global debut of ?Celerio? with revolutionary Auto Gear Shift
2013: Maruti Suzuki introduces stylish Stingray
2012 :India's favourite car Maruti Suzuki Alto crosses the 20 Lakh sales mark
2011: Maruti Suzuki India unveiled its much awaited sportier and stylish car, the all new 'Swift'.
2011: On march 15, Maruti Suzuki India rolled out its 1 Crore (ten millionth) car.The historic 1
Crore car, a Metallic Breeze Blue coloured WagonR VXi (Chassis No 243899) rolled out from
the Company's Gurgaon plant.
2010: Maruti Suzuki has been ranked India's most Trusted Brand in Automobile Sector by
India's leading Business newspaper The Economic Times.
2009 – MSIL adopts voluntary fuel disclosure.First shipment of A–star leaves Mundra Port–jan
10.A–star bags,Zigwheels?car of the year award?A–star rated best small car of the year–autocar–
UTVi.
2008 – World Premiere of concept A–star at 9th Auto Expo, New Delhi.
 2007 – Swift diesel launched.New car plant and the diesel engine facility commences operations
during 2006–07 at manesar,Haryana.SX4–Luxury Sedan Launched with the tag line ?Men are
black?.Maruti launches Grand Vitara.
2006–J.D.Power Survey award for the sixth year.MSIL has changed its EMS from ISO
14001:1996 version to ISO 14001:2004 version w.e.f.1st july
2005– MSIL was re–certified in 2005 as per ISO 14001:2004 standards.
2004 – A new esteem launched ?second successful facelift by maruti engineers.
2003 – Maruti gets listed on BSE and NSE.IPO(issue oversubscribed 11.2 times)New zen
launched–first facelift by maruti engineers.
2002 – Divestment ?Suzuki Motor Corporation(SMC)acquires majority stake in MUL.Maruti
Finance & Insurance launched.
2001 – Turn around with profits Rs104.5 crore.Four new business–True
value,Insurance,Finance.Maruti Versa launched.Maruti True Value launched.
2000 – Maruti alto launched.First car company in India to launch call centre.IDTR launched
jointly with the Delhi government to promote safe driving habits.

Achievements/ recognition:
 The company takes great pride in sharing that customers have rated Maruti Suzuki first
once again in Customer Satisfaction Survey conducted by independent body, J.D.Power Asia
Pacific. It is 9th time in a row.
 Maruti Suzuki wins 'Golden Peacock Eco–Innovation Award'
 Maruti Suzuki Ranks Highest in Automotive Customer Satisfaction in India For Ninth
Consecutive Year.
 Maruti Suzuki becomes the first Indian car company to export half a million cars
 Other Accolades
During 2009–10, the company, its products and services received reputed awards and accolades
instituted by independent expert groups, media houses and research agencies.
These Include
 Rated as No. 1 in J D Power Sales Satisfaction Index
 Hatchback of the year – Ritz by Autocar
 Car of the year – Ritz by Business Motoring
 Manufacturer of the year by CNBC Overdrive
 Ranked third amongst global car companies in the World's Most Reputed Company
Survey 2009
 National Award for Excellence in Corporate Governance by ICSI

Affiliation with Suzuki

In 1982, a license & Joint Venture Agreement (JVA) was signed between Maruti Udyog Ltd,
and Suzuki of Japan. At first, Maruti Suzuki was mainly an importer of cars. In India's closed
market, Maruti received the right to import 40,000 fully built-up Suzukis in the first two years,
and even after that the early goal was to use only 33% indigenous parts. This upset the local
manufacturers considerably. There were also some concerns that the Indian market was too small
to absorb the comparatively large production planned by Maruti Suzuki, with the government
even considering adjusting the petrol tax and lowering the excise duty in order to boost
sales.[16] Finally, in 1983, the Maruti 800 was released. This 796 cc hatchback was based on
the SS80 Suzuki Alto and was India’s first affordable car. Initial product plan was 40% saloons,
and 60% Maruti Van.[16] Local production commenced in December 1983.[12] In 1984, the Maruti
Van with the same three-cylinder engine as the 800 was released and the installed capacity of the
plant in Gurgaon reached 40,000 units.

In 1985, the Suzuki SJ410-based Gypsy, a 970 cc 4WD off-road vehicle, was launched. In 1986,
the original 800 was replaced by an all-new model of the 796 cc hatchback Suzuki Alto and the
100,000th vehicle was produced by the company. In 1987, the company started exporting to the
West, when a lot of 500 cars were sent to Hungary. By 1988, the capacity of the Gurgaon plant
was increased to 100,000 units per annum.
Market liberalisation

In 1989, the Maruti 1000 was introduced and the 970 cc, three-box was India’s first
contemporary sedan. By 1991, 65 percent of the components, for all vehicles produced, were
indigenized. After liberalization of the Indian economy in 1991, Suzuki increased its stake in
Maruti to 50 percent, making the company a 50-50 JV with the Government of India the other
stake holder.

In 1993, the Zen, a 993 cc, hatchback was launched and in 1994 the 1298 cc Esteem was
introduced. Maruti produced its 1 millionth vehicle since the commencement of production in
1994. Maruti's second plant was opened with annual capacity reaching 200,000 units. Maruti
launched a 24-hour emergency on-road vehicle service. In 1998, the new Maruti 800 was
released, the first change in design since 1986. Zen D, a 1527 cc diesel hatchback and Maruti's
first diesel vehicle and a redesigned Omni were introduced. In 1999, the 1.6 litre Maruti
Baleno three-box saloon and Wagon R were also launched.

In 2000, Maruti became the first car company in India to launch a Call Center for internal and
customer services. The new Alto model was released. In 2001, Maruti True Value, selling and
buying used cars was launched. In October of the same year the Maruti Versa was launched. In
2002, Esteem Diesel was introduced. Two new subsidiaries were also started: Maruti Insurance
Distributor Services and Maruti Insurance Brokers Limited. Suzuki Motor Corporation increased
its stake in Maruti to 54.2 percent.

In 2003, the new Suzuki Grand Vitara XL-7 was introduced while the Zen and the Wagon R
were upgraded and redesigned. The four millionth Maruti vehicle was built and they entered into
a partnership with the State Bank of India. Maruti Udyog Ltd was Listed on BSE and NSE after
a public issue, which was oversubscribed tenfold. In 2004, the Alto became India's best selling
car overtaking the Maruti 800after nearly two decades. The five-seater Versa 5-seater, a new
variant, was created while the Esteem was re-launched. Maruti Udyog closed the financial year
2003-04 with an annual sale of 472,122 units, the highest ever since the company began
operations and the fiftieth lakh (5 millionth) car rolled out in April 2005. The 1.3 L Suzuki Swift
five-door hatchback was introduced in 2005.[17]

In 2006 Suzuki and Maruti set up another joint venture, "Maruti Suzuki Automobiles India", to
build two new manufacturing plants, one for vehicles and one for engines.[17] Cleaner cars were
also introduced, with several new models meeting the new "Bharat Stage III" standards.[17] In
February 2012, Maruti Suzuki sold its ten millionth vehicle in India. For the Month of July 2014,
it had a Market share of >45 %.

Joint venture related issues

Relationship between the Government of India, under the United Front (India) coalition
and Suzuki Motor Corporation over the joint venture was a point of heated debate in the Indian
media until Suzuki Motor Corporation gained the controlling stake. This highly profitable joint
venture that had a near monopolistic trade in the Indian automobile market and the nature of the
partnership built up till then was the underlying reason for most issues. The success of the joint
venture led Suzuki to increase its equity from 26% to 40% in 1987, and to 50% in 1992, and
further to 56.21% as of 2013.In 1982, both the venture partners entered into an agreement to
nominate their candidate for the post of Managing Director and every Managing Director would
have a tenure of five years

Manufacturing facilities

Maruti Suzuki has three manufacturing facilities in India. All manufacturing facilities have a
combined production capacity of 1,700,000 vehicles annually. The Gurgaon manufacturing
facility has three fully integrated manufacturing plants and is spread over 300 acres
(1.2 km2).The Gurgaon facilities also manufacture 240,000 K-Series engines annually. The
Gurgaon Facilities manufactures the Alto 800, WagonR, Ertiga, S-Cross, Vitara
Brezza, Ignis and Eeco.

The Manesar manufacturing plant was inaugurated in February 2007 and is spread over 600
acres (2.4 km2).Initially it had a production capacity of 100,000 vehicles annually but this was
increased to 300,000 vehicles annually in October 2008. The production capacity was further
increased by 250,000 vehicles taking total production capacity to 800,000 vehicles annually.The
Manesar Plant produces the Alto 800, Alto K10, Swift, Ciaz, Baleno, Baleno RS and Celerio. On
25 June 2012, Haryana State Industries and Infrastructure Development Corporation demanded
Maruti Suzuki to pay an additional Rs 235 crore for enhanced land acquisition for its Haryana
plant expansion. The agency reminded Maruti that failure to pay the amount would lead to
further proceedings and vacating the enhanced land acquisition.The launch of the Dzire
happened in the month of May 2017 and the variant is said to have good mileage.
The Gujarat manufacturing plant became operational in February 2017. The plant current
capacity is about 250,000 units per year. But with new investments Maruti Suzuki has plan to
take it to 450,000 units per year.

In 2012, the company decided to merge Suzuki Powertrain India Limited (SPIL) with itself.SPIL
was started as a JV by Suzuki Motor Corp. along with Maruti Suzuki. It has the facilities
available for manufacturing diesel engines and transmissions. The demand for transmissions for
all Maruti Suzuki cars is met by the production from SPIL.

Industrial relations

Since its founding in 1983, Maruti Udyog Limited has experienced problems with its labour
force. The Indian labour it hired readily accepted Japanese work culture and the modern
manufacturing process. In 1997, there was a change in ownership, and Maruti became
predominantly government controlled. Shortly thereafter, conflict between the United Front
Government and Suzuki started. In 2000, a major industrial relations issue began and employees
of Maruti went on an indefinite strike, demanding among other things, major revisions to their
wages, incentives and pensions.

Employees used slowdown in October 2000, to press a revision to their incentive-linked pay. In
parallel, after elections and a new central government led by NDA alliance, India pursued a
disinvestment policy. Along with many other government owned companies, the new
administration proposed to sell part of its stake in Maruti Suzuki in a public offering. The
worker's union opposed this sell-off plan on the grounds that the company will lose a major
business advantage of being subsidised by the Government, and the union has better protection
while the company remains in control of the government.

The standoff between the union and the management continued through 2001. The management
refused union demands citing increased competition and lower margins. The central government
privatized Maruti in 2002 and Suzuki became the majority owner of Maruti Udyog Limited.

On 18 July 2012, Maruti's Manesar plant was hit by violence. According to Maruti management.
The production workers at one of its auto factories attacked supervisors and started a fire that
killed a company General Manager of Human Resources Avineesh Dev and injured 100 other
managers, including two Japanese expatriates. The workers also allegedly injured nine
policemen.
However Maruti Suzuki Workers Union (MSWU) President Sam Meher alleged that
management ordered 300 hired security guards to attack the workforce during the violence. The
incident is the worst-ever for Suzuki since the company began operations in India in 1983.

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.According to the Maruti Suzuki Workers Union a supervisor
had abused and made discriminatory comments to a low-caste worker, Jiya Lal,.These claims
were denied by the company and the police.Maruti said the unrest began, not over wage
discussions, but after the workers' union demanded the reinstatement of Jiya Lal who had been
suspended for allegedly beating a supervisor. 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. On 27 June, 2013, an international delegation from the
International Commission for Labor Rights (ICLR) released a report alleging serious violations
of the industrial right of workers by the Maruti Suzuki management . Company executives
denied harsh conditions and claim they hired entry-level workers on contracts and made them
permanent as they gained experience.Maruti employees currently earn allowances in addition to
their base wage.

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. Maruti Suzuki in its statement on the unrest, announced that all work at the Manesar
plant has been suspended indefinitely.The shut down of Manesar plant is leading to a loss of
about Rs 75 crore per day.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. 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. 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.

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 apologised to affected workers on behalf of the company, and in press interview
requested the central and Haryana state governments to help stop further 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-recognise 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.

The company dismissed 500 workers accused of causing the violence and re-opened the plant on
21 August, saying it would produce 150 vehicles on the first day, less than 10% of its capacity.
Analysts said that the shutdown was costing the company 1 billion rupees ($18 million) a day
and costing the company market share.In July 2013, the workers went on hunger strike to protest
the continuing jailing of their colleagues and launched an online campaign to support their
demands.

A total of 148 workers were charged with the murder of Human Resources Manager Avineesh
Dev. The court dismissed charges against 117 of the workers. On 17 March 2017, 31 workers
were found guilty of variety of offences. 18 were convicted on charges of rioting, trespassing,
causing hurt and other related offences under Indian Penal Code sections. The remaining 13
workers were sentenced to life in imprisonment after being found guilty of the murder of General
Manager of Human Resources Avineesh Dev. Twelve of the thirteen sentenced were office-
bearers of the Maruti Suzuki Workers Union at the time of the alleged offences. The prosecution
had sought the death penalty for the thirteen.
Both prosecution and defence have announced they will appeal the sentences. Defence counsel
Vrinda Grover stated, “We will file appeals against all convictions in the HC. The evidence, as it
stands, cannot withstand legal scrutiny. There is no evidence to link these workers to the murder.
The 13 who have been convicted, it’s important to remember that they were the leaders of the
union. Therefore, it is clear that this is targeted framing of these persons. We hope for justice in
the superior court.”

The Maruti Suzuki Workers Union is continuing to organise industrial action and protests calling
for the workers to be released and criticising the judgement and sentences an unjust. An
international appeal for the release of the workers has been made by the International Committee
for the Fourth International (ICFI) and other organisations such as the People’s Alliance for
Democracy and Secularism.

.
 CUSTOMER SATISFACTION

Whether the buyer is satisfied after purchase depends on the offer’s performance in relation
to the buyer’s expectations. In general.

Satisfaction is a person’s feeling of pleasure resulting from comparing a product’s perceived

performance (or outcome) in relation to his or her expectations.

As this definition makes clear, satisfaction is a function of perceived performance and

expectations. If the performance falls short of expectations, the customer is dissatisfied. If the
performance matches the expectations, the customer is satisfied. If the performance exceeds
expectations, the customer is highly satisfied or delighted.

Many companies are aiming for high satisfaction because customers who are just satisfied
still find it easy to switch when a better comes along. Those who are highly satisfied are
much less ready to switch. High satisfaction are delight creates and emotional bond with the
brand, not necessary a rational preference. The result is high customer loyalty.

From past buying experience, friend and associates advice and marketers and competitors’
information and promises buyers form their expectations. Some of today’s most successful
companies are raising expectations and delivering performance to match. These companies
are aiming for TCS-total customer satisfaction. The key to generating high customer loyalty
is to deliver high customer value.

In addition to tracking customer value expectation and satisfaction, companies need to

monitor their competitor’s performance in these areas. For example, a company was pleased
to find that 80 percent of it customers said they were satisfied. Then the CEO found out that
its leading competitors attained a 90 percent customer satisfaction score. He was further
dismayed when he learned that this competitors was aiming to reach a 95 percent satisfaction
score.
Tools for Tracking and measuring customer satisfaction
Complaint and A customer-centered organization makes it easy for its customers to deliver
suggestions suggestions and complaints. Many restaurants and hotels provide forms for
systems guests to report likes and dislikes. Some customer-centered companies P&G,
General Electric, Whirlpool – establish hot lines with tool-free 800 telephone
numbers. Companies are also adding web pages and email to facilitate two-
way communication,. The information flows provide companies with many
good ideas and enable them to act quickly to resolve problems.
Customer Studies show that although customer are dissatisfied with one out of every
Satisfaction four purchases, less than 5 percent of dissatisfied customers will complain.
surveys Most customers will buy less or switch suppliers. Complaint levels are thu8s
not a good measure of customer satisfaction. Responsive companies measure
of customer satisfaction directly by conducting periodic surveys,. They send
questionnaires or make telephone calls to a random sample of recent
customers. The also solicit buyer’s views on their competitor’s performances.

While collecting customer satisfaction data, it is also useful to ask additional

questions to measure repurchased intention; this will normally be high if the
customer’s satisfaction is high. It is also useful to measure the likelihood or
willingness to recommend the company and brand to others. A high positive
word-of-mouth score indicates that the company is producing high customer
satisfaction.
Ghost Companies Can Hire Persons To Pose As Potential Buyers To Report On
shopping Strong And Weak Points Experienced In Buying The Companies And
Competitors Products. These mystery shoppers can even these whether the
company’s sales personnel handle various situations well. Thus, a mystery
shopper can complain about a restaurant’s food to test how the restaurant
handles this complaint. Not only should companies hire mystery shopper’s
but managers themselves should leave their offices from time to time, enter
company and competitors sales situations where they are unknown, and
experience first hand the treatment they receive as “customers”. A variant of
this is for managers to phone their own company with questions and
complaints to see how the calls are handled.
Lost customer Companies should contract customers who have stopped buying or who have
analysis switched to another supplier to learn why this happened. When IBM loses a
customer, it mounts a thorough effort to learn where it failed. Not only is it
important to conduct exit interviews when customers first stop buying, it is
also necessary to monitor the customer loss rate. If it is increasing this clearly
indicates that the company is failing to satisfy customers.

For customer-centered companies, customer’s satisfaction is both a goal and a marketing tool.
Companies that achieve high customer satisfaction ratings make sure that their target market
knows it.

When customers rate their satisfaction with an element of the company’s performance-say,
delivery-the company needs to recognize that customers vary in how they define good
delivery. It could mean early delivery, on-time delivery, order completeness, and so on. Yet if
the company had to spell out every element in detail, customers would face a huge
questionnaire. The company must also realize that two customers can report being “highly
satisfied” for different reasons. One may be easily satisfied most of the time and the other
might be hard to please but was pleased on this occasion.

NEED FOR THE STUDY

These days it is very clear that market is having drastic changes and all the companies are
acting according to it because to survive in the market and this should be achieved by
studying about the customer options and analyzing their future requirements.

This study is definitely going to help to analyze the customer and can take necessary steps for
the improvement of the services by the company.

Because customers are the real advertisement for any product so the company should be in
position to meet the customer requirements and also should maintain the CUSTOMER
RELATIONSHIP.
HERCULES AUTOMOBILES INT’L (P) LTD is not only concerned with selling of their
products they also concerned with providing service to the customers after selling. So there is
necessity for the company to find out the satisfaction level of the customers, at different
levels in the company. Which help the organization to find out the ways in improving the
services being provided to the customers, To increase the satisfaction level in them.

OBJECTIVES

The following are the objectives of the study:

Primary objectives :

 To find the satisfaction level of the customer regarding the service provided.
 To find out any drawbacks in the service delivery.

Secondary objectives :

 To determine the performance of the company

 To mark suggestions for promotional measures to increase the customer satisfaction.

LIMITATIONS

The following are the limitations of the present study:

 Surveyed area is limited only to ALAPUZHA, KERALA

 The time is a limitation to cover more respondents.

 Sample size may not fully represent the whole population.

 The information provided by the customers might be biased.

 RESEARCH METHODOLOGY

INTRODUCTION :

The first and foremost step in the research process consists of problem identification. One the
problem is defined, the next is the research design becomes easier. The research design is the
basic framework, which provides guideline for the rest of the research process. The research
design specifies the methods of data collection and analysis.

1.Collection of Primary Data:

Communication and observation are the two basic means used by me for collecting primary
data. Communication involves questioning the respondents to secure the desired information
by using data collection instrument called ‘Questionnaire’. The questionnaire used in my
study is consisting of closed-end questions and one open ended question.

Closed-end questions:

Fixed alternative questions are used in the questionnaire. This consists of

A. Dichotomous Questions: The respondent is given a choice between only two

alternatives.

B. Multiple-choice Questions: The respondents are given a set of alternatives to

answer.

Open-ended question:
The customers are asked to give suggestions to improve the service in the form of
open-ended question at the end of the questionnaire.
II. Collection of Secondary Data:

Internal and external secondary data is collected for the purpose of study. Internal secondary
data is collected within the company. This data includes company records, previous research
reports and other relevant information.

External secondary data is generated from outside. This data includes publications,
government records and Internet etc.

III. Sampling Procedure:

Sample Size: 100

Sampling Procedure: Simple random sampling approach has been adopted.

IV. Mode of communication:

There are three different methods of communications used by me.
1. Personal interview
2. Telephone interview
3. Mail interview
Among the three personal interview is the most versatile and flexible mode of
communication. So the personal interview was more frequently for the study.

Statistical analysis:
Data analysis and interpretation are necessary ingredients to make the primary data
obtained useful for tacking effective strategic moves. The primary data, which has been
collected by survey using a structural questionnaire, has been systematically organized,
tabulated and edited, so as to properly analyze and achieve the objectives.
 1. What made you to buy this vehicle?

TABLE – 1

S. No. Features No. of Respondents %

1. Model 23 23
2. Price 13 13
3. Quality 21 21
4. Brand Name 29 29
5. Other Benefits 14 14
100 100

Inference:
29% of the customer’s opted Tata vehicle basing on the brand name, 23% basing on the
model, 21% basing on the quality, 14% basing on other benefits and 13% basing on the price.
The brand name of the TATA and quality of product should be taken care of while providing
service.

CHART – 1

35
s
t 30 29
n
e Model
d 25 23
n 21 Price
o
p 20
s Quality
e 13 14
R 15
f Brand Name
o 10
.
o Other Benefits
N 5

0
Model Price Quality Brand Other
Name Benefits
 2.Are you satisfied about the explanation about the benefit / features / warranty of the
vehicle and the financial schemes and the delivery procedure at the time of purchase?

TABLE – 2

S. No. Features No. of Respondents %

1. Delighted 4 4
2. Very satisfied 27 27
3. Satisfied 45 45
4. Somewhat dissatisfied 12 12
5. Very dissatisfied - 0
6. No response 12 12
100 100

Inference :
76% of the customers are satisfied about the explanation about the benefits, features,
etc., at the time of purchase, out of which 27% are very satisfied, also 12% are somewhat
dissatisfied, so the company had to made more effort to satisfy the dissatisfied customers.

CHART – 2

50 Delighted
45
45 Very satisfied
No. of Respondents

40 Satisfied
35 Somewhat dissatisfied
30 27 Very dissatisfied
25 No response
20
15 12 12
10
4
5
0
0
Delighted Very Satisfied Somewhat Very No response
satisfied dissatisfied dissatisfied

Satisfaction Level
 3.How is the reception at the time of enquiry by the sales personnel?

TABLE – 3

S. No. Features No. of Respondents %

1. Delighted 12 12
2. Very satisfied 30 30
3. Satisfied 42 42
4. Somewhat dissatisfied 4 4
5. Very dissatisfied - 0
6. No response 12 12
100 100

Inference :
42% of the customers are satisfied by the reception of the sales personnel at the time of
enquiry, 30% are very satisfied, 12% are delighted so the sale personnel are performing their
task quite efficiently. Also there are 4% customers that are somewhat dissatisfied and 12%
had not responded to the above question.

CHART –3

45 42 Delighted
40 Very satisfied
No. of Respondents

35 Satisfied
30 Somewhat dissatisfied
30
Very dissatisfied
25
No response
20
15 12 12
10
4
5
0
0
Delighted Very Satisfied Somewhat Very No response
satisfied dissatisfied dissatisfied

Satisfaction Level
 4.Are you satisfied with the time taken to open the job card (work order).

TABLE – 4

S. No. Features No. of Respondents %

1. Delighted 23 23
2. Very satisfied 44 44
3. Satisfied 25 25
4. Somewhat dissatisfied 8 8
5. Very dissatisfied - 0
100 100

Inference :
44% of the customers are very satisfied by the time taken to open the job card, 25%
are satisfied, 23% are delighted and 8% are somewhat dissatisfied.

CHART – 4

50
44
45
No. of Respondents

40
35 Delighted
30 Very satisfied
25
25 23 Satisfied
20 Somewhat dissatisfied
15 Very dissatisfied
10 8
5
0
0
Delighted Very satisfied Satisfied Somewhat Very
dissatisfied dissatisfied
Satisfaction Level
 5.Are you satisfied with the reception of the service advisor?

TABLE – 5

S. No. Features No. of Respondents %

1. Delighted 11 11
2. Very satisfied 50 50
3. Satisfied 30 30
4. Somewhat dissatisfied 9 9
5. Very dissatisfied - 0
100 100

Inference :
As we see that 61% of the customers are more than just satisfied by the reception of the
service advisors, thus the service advisors are performing their duties with perfection, there
are only 9% customers that are somewhat dissatisfied from service advisors.

CHART – 5

60
50
50
No. of Respondents

40 Delighted
Very satisfied
30
30 Satisfied
Somewhat dissatisfied
20 Very dissatisfied
11
9
10
0
0
Delighted Very satisfied Satisfied Somewhat Very
dissatisfied dissatisfied
Satisfaction Level
 6. Are you satisfied with the facilities of the service station like customer waiting room
etc., ?

TABLE – 6

S. No. Features No. of Respondents %

1. Delighted 13 13
2. Very satisfied 30 30
3. Satisfied 51 51
4. Somewhat dissatisfied 4 4
5. Very dissatisfied 2 2
100 100

Inference :
51% of the customers are satisfied by the facilities of the service station, 30% are very
satisfied, the valuable suggestions can be taken from the unsatisfied customers to improve the
facilities.

CHART – 6

60
51
50
No. of Respondents

40 Delighted
Very satisfied
30
30 Satisfied
Somewhat dissatisfied
20 Very dissatisfied
11
10 8

0
0
Delighted Very satisfied Satisfied Somewhat Very
dissatisfied dissatisfied
Satisfaction Level
7. Are the services being attended correctly to the relevant complaint?

TABLE – 10

S. No. Features No. of Respondents %

1. Yes 85 85
2. No 15 15
100 100

Inference :
85% of the customer’s say that the service is being attended correctly to relevant
complaint. Where as 15% feel that the service is not attended correctly to relevant complaint.

CHART - 10

15%

Yes
No

85%
 8. Are you satisfied with the solutions to all the problems reported by you?

TABLE – 8

S. No. Features No. of Respondents %

1. Delighted 6 6
2. Very satisfied 40 40
3. Satisfied 34 34
4. Somewhat dissatisfied 16 16
5. Very dissatisfied 4 4
100 100

Inference :
40% of the customers are very satisfied with the solutions to all the problems reported
by them, 34% are satisfied, 16% are somewhat dissatisfied, 6% are delighted and 4% are very
dissatisfied. Thus 20% of the customers are not totally satisfied with the solution for their
problem thus the service advisor has to provide most satisfactory solution.

CHART – 8

45
40
40
34
No. of Respondents

35
30 Delighted
Very satisfied
25
Satisfied
20 16 Somewhat dissatisfied
15 Very dissatisfied
10 6
4
5
0
Delighted Very satisfied Satisfied Somewhat Very
dissatisfied dissatisfied
Satisfaction Level
 9. Are you satisfied with the delivery made i.e., is the delivery made in time as
per the conditions desired by you from service station.

TABLE – 9

S. No. Features No. of Respondents %

1. Delighted 10 10
2. Very satisfied 33 33
3. Satisfied 34 34
4. Somewhat dissatisfied 19 19
5. Very dissatisfied 4 4
100 100

Inference :
34% of the customers are satisfied with the delivery made from the service station,
33% are very satisfied, 19% are somewhat dissatisfied, 10% are delighted and 9% are very
dissatisfied.

CHART – 9

40
33 34
35
No. of Respondents

30
Delighted
25 Very satisfied
19
20 Satisfied
Somewhat dissatisfied
15
10 Very dissatisfied
10
4
5
0
Delighted Very satisfied Satisfied Somewhat Very
dissatisfied dissatisfied
Satisfaction Level
 10. Are you satisfied with the explanation of job done and bill at the time of
delivery.

TABLE – 10

S. No. Features No. of Respondents %

1. Delighted 10 10
2. Very satisfied 41 41
3. Satisfied 37 37
4. Somewhat dissatisfied 12 12
5. Very dissatisfied - 0
100 100

Inference :
41% of the customers are very satisfied with the explanation of job done and bill at
the time of delivery, 37% are satisfied, 12% are somewhat dissatisfied and 10% are delighted.

CHART – 10

45 41
40 37
No. of Respondents

35
30 Delighted
Very satisfied
25
Satisfied
20
Somewhat dissatisfied
15 12 Very dissatisfied
10
10
5
0
0
Delighted Very satisfied Satisfied Somewhat Very
dissatisfied dissatisfied
Satisfaction Level
 11. Are your receiving our service reminders regularly ?

TABLE – 11

S. No. Features No. of Respondents %

1. Yes 56 56
2. No 44 44
100 100

Inference :
56% of the customers are receiving the service remainders regularly. Whereas 44% of
the customers are not receiving the service remainders regularly.

CHART - 11

44%
Yes
56% No
 12. Have you been informed about the next service schedule ?

TABLE – 12

S. No. Features No. of Respondents %

1. Yes 60 60
2. No 40 40
100 100

Inference :
60% of the customers have been informed about the next service schedule. Where as
40% of the customers are not informed about the next service schedule.

CHART – 12

40%

Yes
No
60%
 13. Are you satisfied with the overall performance of the workshop.

TABLE – 13

S. No. Features No. of Respondents %

1. Delighted 4 4
2. Very satisfied 42 42
3. Satisfied 46 46
4. Somewhat dissatisfied 7 7
5. Very dissatisfied 1 1
100 100

Inference :
46% of the customers are satisfied with the overall performance of the workshop,
42% are very satisfied, 7% are somewhat dissatisfied, 4% are delighted and 1% is very
dissatisfied.

CHART – 13

50 46
45 42
No. of Respondents

40
35 Delighted
30 Very satisfied
25 Satisfied
20 Somewhat dissatisfied
15 Very dissatisfied
10 7
4
5 1
0
Delighted Very satisfied Satisfied Somewhat Very
dissatisfied dissatisfied
Satisfaction Level
FINDINGS
 34% of the customer previously not used any vehicle, 26% used some other vehicle, 23%
used maruti, 9% used mahindra and 8% used Toyota.
 29% of the customer opted Tata vehicel basing on the brand name, 23% basing on the
model, 21% basing on the quality, 14% basing on other benefits and 13% basing on the
price.
 45% of the customers are satisfied about the explanation about the benefits, features, etc.,
at the time of purchase, 27% are very satisfied, 12% very satisfied, 12% are somewhat
dissatisfied, 4% are delighted and 12% had not responded to the above question.
 42% of the customers are satisfied by the reception of the sales personnel at the time of
enquiry, 30% are very satisfied, 12% are delighted, 4% are somewhat dissatisfied and
12% had not responded to the above question.
 50% of the customers are very satisfied by the reception of the service advisor, 30% are
satisfied, 11% are delighted and 9% are somewhat dissatisfied.
 44% of the customers are very satisfied by the time taken to open job card, 25% are
satisfied, 23% are delighted and 8% are somewhat dissatisfied.
 46% of he customers are satisfied by the attitude of the service personnel, 28% are very
satisfied, 140% are somewhat dissatisfied, 11% are delighted and 1% very dissatisfied.
 51% of the customers are satisfied by the facilities of the service station, 30% are very
satisfied, 11% are somewhat dissatisfied and 8% are delighted.
 73% of the customers say that they are being informed if any extra job is required to their
vehicle. Where as 27% of the customers are not informed about the extra job required for
their vehicle.
 85% of the customer’s say that the service is being attended correctly to relevant
complaint. Where as 15% feel that the service is not attended correctly to relevant
complaint.
 40% of the customers are very satisfied with the solutions to all the problems reported by
them, 34% are satisfied, 16% are somewhat dissatisfied, 6% are delighted and 4% are
very dissatisfied.
 53% of the customers are very satisfied with the quality of washing, 27% are satisfied,
12% are delighted, 7% are somewhat dissatisfied and 1% is very dissatisfied.
 34% of the customers are satisfied with the delivery made from the service station, 33%
are very satisfied. 19% are somewhat dissatisfied, 10% are delighted and 9% are very
dissatisfied 41% of the customers are very satisfied with the explanation of job done and
bill at the time of delivery, 37% are satisfied, 12% are somewhat dissatisfied and 10% are
delighted.
 46% of the customers are satisfied with the general appearance of the workshop, 40% are
very satisfied, 8% are delighted, 4% are somewhat dissatisfied and 2% are very
dissatisfied.
 42% of the customers are satisfied by the labour and spare parts charge, 42% are
somewhat dissatisfied, 7% are very satisfied, 6% are very dissatisfied and 3% are
delighted.
 56% of the customers are receiving the service remainders regularly, where as 44% of the
customers are not receiving the service remainders regularly.
 60% of the customers have been informed about the next service schedule where as 40%
of the customers are not informed about the next service schedule.
 46% of the customers are satisfied with the overall performance of the workshop 42% are
very satisfied, 7% are somewhat dissatisfied, 4% are delighted and 1% is very
dissatisfied.
 SUGGESTIONS
 Prompt delivery of the vehicle should be made.
 Top priority must be given to taxes and long distance vehicles then local vehicles.
 Facilities like A/C. News papers, Drinking water and weeklies must be provided and they
must be up to the standards in customer waiting room.
 RF Motors must advertise it self about its service station by having boarding mainly at
sales point and at customer waiting room.
 A separate phone must be made available to deal with customers to inform them whether
the service station is ready to accept their Vehicles for service
 The organization must appoint persons to deal with the customers in phone and to explain
the customers about the job done at the time of delivery.
 Shelter must be their while going through job card.
 The organization must instruct the workers not only to considers the job card they must
also go through the vehicle and if they find and things extra jobs to be done them they
must inform the owner and they must entire it in job card and then go through the work.
 Labour charges should be decreased
 Service reminders should be sent regularly
 Billing should be made faster.

CONCLUSION

The overall performance of the services in the workshop is satisfactory to many of the
customers. Nothing in the world can be perfect. Some faults are seen in the services though
not major ones but some of the problems may give side effect and make cause more trouble
in the future. So the problems need to be identified and solved immediately. Some of the
main things are as follows.

 Prompt delivery should be made.

 Charges are high and need to be decreased.
 The efficiency of workers is to be increased.
 Check list should be maintained so that any other extra jobs that the
customers are unaware can be solved.

If the problems identified are solved effectively, then the customer satisfaction level
increases on the organization.
HERCULES AUTOMOBILES INT’L (P) Ltd, - ALAPPPUZHA
CUSTOMER FEED BACK
Dear sir/Madam
I, SHARUKHAN C.N doing my M.B.A in SRM UNIVERSITY CHENNAI.
My project title is study on Customer satisfaction towords MARUTI SERVICE with
reference to HERCULES AUTOMOBILES INT’L (P) Ltd ALAPPUZHA.
I would be greatly oblige if you can spare your most valuable time to answer
the following questions, which my urge in bringing out this project
Name of the customer :
Place :
Ph :
E-Mail :
Vehicle Model :
Vehicle Number :
Address :
QUESTIONNARIES:
1. The Vehicle that you previously used ?
a) Maruti b) Toyota c) Mahindra
d) Not used any vehicle e) some other vehicle
2. What made you to buy this vehicle?
a) Model b) Price c) Quality
d) Brand name e) Other benefits
3. Are you satisfied about the explanation about the benefits / features/ warranty of the
vehicle and the financial schemes and the delivery procedure at the time of purchase?

a) Delighted b) Very satisfied c) Satisfied

d) Some what dissatisfied e) Very dissatisfied

4. How is the reception at the time of enquiry by the sales personal?

a) Delighted b) Very satisfied c) Satisfied
d) Some what dissatisfied e) Very dissatisfied
5. Is it ease of obtaining appointment i.e., are you satisfied with the reception of the
service advisor. ?
a) Delighted b) Very satisfied c) Satisfied
 d) Some what dissatisfied e) Very dissatisfied
6. Are you satisfied with the time taken to open the job card (work order) ?
a) Delighted b) Very satisfied c) Satisfied
d) Some what dissatisfied e) Very dissatisfied
7. How is the attitude of the service personnel?
a) Delighted b) Very satisfied c) Satisfied
d) Some what dissatisfied e) Very dissatisfied
8. Are you satisfied with the facilities of the service station like customer waiting room
etc?
a) Delighted b) Very satisfied c) Satisfied
d) Some what dissatisfied e) Very dissatisfied
9. Are the services being attended correctly to the relevant complaint?
a) Delighted b) No
10. Are you satisfied with the quality of washing?
a) Delighted b) Very satisfied c) Satisfied
d) Some what dissatisfied e) Very dissatisfied
11. Are you satisfied with the delivery made i.e., Is the delivery made in times as per the
conditions desired by you from service station?
a) Delighted b) Very satisfied c) Satisfied
d) Some what dissatisfied e) Very dissatisfied
12. Are you satisfied with the explanation if job done and bill at the time of delivery?
a) Delighted b) Very satisfied c) satisfied
d) Some what dissatisfied e) Very dissatisfied
13. Do you feel labor and spare parts charge reasonable?
a) Delighted b) Very satisfied c) Satisfied
d) Some what dissatisfied e) Very dissatisfied
14. Are you receiving our service reminders regularly?
a) Yes b) No
15. Are you satisfied with the overall performance of the workshop?
a) Delighted b) Very satisfied c) Satisfied
d) Some what dissatisfied e) Very dissatisfied

Sir, I heartfully thank you for sparing your valuable time for me

Place :
Date : Signature.
 BIBLIOGRAPHY

Marketing research (third edition, published by Tata McGraw hill, new delhi).
PROF. G.C.BERI
Marketing Management (the Millennium edition & 8th Edition)
PHILIP KOTLER