CUSTOMER SATISFACTION ON MARUTI SUZUKI CARS IN TIRUPUR CITY

CHAPTER I

1.1 INTRODUCTION:

In the last few years, the Indian Maruti Suzuki car industry has seen spectacular growth.
The country stands next to the China and Japan in terms of production and sales respectively.
This distinction was achieved due to variety of reasons like restrictive policy followed by the
government of India towards the passenger car industry. Majority of Indians, especially the
youngsters prefer rather than cars.

The first car that the company produced was a four-door Maruti 800 and the second car
that the company produced was a Multi-Utility Vehicle called the Omni. Between 1994 and 1996
Maruti released the Esteem, the Gypsy, the Omni, the Gypsy King, Zen and Esteem. It also
opened a second plant in Manesar whose capacity at the time of opening was 2,00,000 units.

1.2 SIGNIFICANCE OF THE STUDY

Customer satisfaction is defined as “the number of customers, or percentage of total

customers. Whose reported experience with a firm, its products, or its services exceeds specified
satisfaction goals”. The study entitled “customer satisfaction towards Maruti Suzuki cars”
mainly focus on the satisfaction of customer to the Maruti Suzuki company for the analysis of
satisfaction From the 150 respondents are collected and it will be simple percentage to know the
various satisfaction in the features of cars. The sample design taken for the study is convenient
sampling for the study is convenient sampling for collecting the data primary and secondary
methods are used.

Customer satisfaction is the key factor in knowing the success of any retail store or
business; therefore it is very important to measure it and to find the factors that affect the
consumer satisfaction. Consumers are most likely to appreciate the goods and services they buy,
provided if they are made to feel special. This occurs when they feel that the goods and services
that they buy have been specially produced for them or for people like them. Gaining high levels
of consumer satisfaction is very important to a business because satisfied consumers are most
likely to be loyal to a business

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 It is true fact that if you are satisfied you recommended to others. Word of mouth and
customer satisfaction play a very important role in determining market perception about
an automobile. It is the market perception that determines the success of a company and so it is
very important for the car manufacturers to measure the “willingness of existing users of a
product to recommend it to others”. The same is a lot of interest to customers as well for it helps
them make the purchase decision. A car is one of the most significant purchases that an Indian
household makes and this project addresses the most important question that perplexes car
Manufacturers:

“What makes the perfect car that influence will willfully purchase?”

The project highlights the factors that influence the buying decision of a Consumer. The
factor under consideration would be:

Price

 Income of the consumer

 Features in the car
 Safety standard
 Warranty scheme
 Finance facility

Is an Indian consumer ready for more? Which is the driving motive behind the effective
demand of the car? How the coming of new models like swift does is going to effect the buying
decision of consumer and especially the Tata 1 lakh car.In other words, from the spread of
choices offered by various manufacturers under various segments, of which one the customer
will finally turn the ignition on and drive.

Customer satisfaction index: some of the most advance thinking in the business world
recognizes that customer relationships are best treated as assets, and that methodical analysis of
these relationships can provide a road map for improving them “If you cannot measure it, you
cannot improve it.” – Lord William Thomson Kelvin (1824-1907)

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Major attributes of customer satisfaction can be summarized as:

 Product quality
 Product packaging
 Keeping delivery commitments
 Price
 Responsiveness and ability to resolve complaints and reject reports
 Overall communication, accessibility and attitudes

1.3 SCOPE OF THE STUDY

There is a tremendous amount of scope for future research in this area , that is the
Automobile Industry, some possibilities can be:

 Comprehensive research on all the competitors in the market.

 Research on the buying behavior which would include brand performance, brand
attitudes, product satisfaction, purchase behavior, purchase intentions, brand awareness,
segmentation studies, etc.
 Study of perceptions among people regarding automobiles (Maruti) and their preferences
of the type of vehicles (cars).

1.4 OBJECTIVES OF THE STUDY

 To study the customer satisfaction with the usage of vehicles of MARUTI SUZUKI
 To study the impact of different factors of marketing on customer satisfaction.
 To know the customers are satisfied with price and service network.
 To know the whether Maruti performance matching with the customer expectations.
 To know whether the dealer renders after sales service, and if he, how far the consumers
are satisfied with services rendered by dealer

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1.5 NEED AND IMPORTANCE FOR THE STUDY

In the modern times the business organizations are adopting new techniques and methods
for the growth of the business. The organizations are giving better services to their customers to
face challenge posed by the competitors for every business, it is not only important to retain the
present customers but also attract the new customers. So there is need to ascertain the customers
use regarding the services providing by reputed organization like Maruti Suzuki. With the
increase market study there is a cut through competition among the businessmen in the industry
some of the other major competitors in this area like Hyundai, Fiat, Volkswagen, Ford, Tata, and
Chevrolet. The need for customer satisfaction is necessary for all business, large or small. The
satisfaction of the customer is an all important task. Hence there is a need for the study.

1.6 STATEMENT OF THE PROBLEMS

 The title of the study is customer satisfaction with special reference to MARUTI
SUZUKI.
 This study has been conducted to study the customer response, market share, and
customer satisfaction and response for MARUTI SUZUKI.
 It is aimed at different customer satisfaction with reference to age, purpose of purchase,
focusing on the target group.
 To analysis the findings or recommend the changes in service towards customers.

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1.7 RESEARCH METHODOLOGY

Research in common refers to a search for knowledge. Research methodology is a way to

systematically solve the research problem. It may be understood as science of studying how
research is done scientifically.

Sample Design:

The sample design which is used in the study is convenience sampling. Respondents from
Tirupur were selected on the basis of convenience.

Sample size:

Sample size taken for the study is 100 respondents.

Sources of data:

The data is collected through in two ways:

Primary data:- The primary data was collected freshly and thus it was original in character.
It has been collected through questionnaire. The questionnaires were given to the respondents
when they visited respective show rooms and consumers.

Secondary data:- Secondary data are data which have already been collected by someone.
Its main sources are Journals, Newspapers, Magazines, and Internet etc.

Area of analysis:

The study was conducted in Coimbatore city.

Tools used for analysis:

 Percentage analysis
 Chi square test

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1.8 PERIOD OF THE STUDY

The research work is carried for a period of ten months from June 2017 to March 2018

1.9 LIMITATIONS OF THE STUDY

 The analysis of the present study has been carried out based on the information has
collected from the Maruti Suzuki cars user who are residing at Tirupur district.
 The study is an opinion survey; caution may have to be exercised while extending the
result to other areas.
 Due to time constrict only 100 numbers of respondents were considered.
 The result fully depends on the information given by the respondents which may be
based.

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1.10 CHAPTER SCHEME

Chapter I

1.1 Introduction

1.2 Significance of the study

1.3 Scope Of The Study:

1.4 Objective of the study

1.5 Need and Importance Of The Study

1.6 Statement Of The Problem

1.7 Period of the study

1.8Research Methodology

1.9 Limitations Of The Study

Chapter II

2.1 Review Of The Literature

Chapter III

3.1 Industry Profile

3.2 Company Profile

3.3 Product Profile

Chapter IV

4.1 Data Analysis

Chapter V

5.1 Finding

5.2 Suggestion

5.3 Conclusion

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 CHAPTER II

2.1 REVIEW OF LITERATURE

Willard Hom (2000) presents two broadly classified customer satisfaction models viz.
Macro-models, which place the customer satisfaction among a set of related constructs in
marketing research and Micro-models, which theorize the elements of customer satisfaction. The
paper also gives various models of customer satisfaction from the perspective of the marketing
research discipline.

Vavra, T.G. (1997) in his book suggests specific programmes to improve the
measurement of customer satisfaction in an organization. The author describes five critical skills
required for this taskviz.sampling /customer-participant selection, questionnaire design,
interviewing /survey administration, data analysis, and quality function deployment-building
action plans.

Peyton, R.M. (2003) in their working paper submitted at the Allied Academies
International Conference presented a comprehensive review of the literature on various
Customer Satisfaction and Dissatisfaction (CS/D) theories proposed. The literatures are
specifically prior to the 1990s. This review focuses on the major components of the decision-
making process, also addresses the measurement-related issues relevant to this body of literature.

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 CHAPTER III

3.1 INDUSRY PROFILE

The automotive industry in India is one of the largest automotive markets in the world. It
had previously been one of the fastest growing markets globally. India‟s passenger car and
commercial vehicle manufacturing industry is the sixth largest in the world, with an annual
production of more than 3.9 million units in 2011. According to recent reports, India overtook
Brazil to become the sixth largest passenger vehicle producer in the world (beating such old and
new auto makers as Belgium, United Kingdom, Italy, Canada, Mexico, Russia, Spain, France,
Brazil).Throughout the course of 2011 and 2012, the industry grew 16-18%, selling around three
million units. In 2009, India emerged as Asia's fourth largest exporter of passenger cars, behind
Japan, South Korea, and Thailand. In 2010, India beat Thailand to become Asia's third largest
exporter of passenger cars. As of 2010, India is home to 40 million passenger vehicles. More
than 3.7 million automotive vehicles were produced in India in 2010 (an increase of 33.9%),
making the country the second (after China) fastest growing automobile market in the world in
that year. According to the Society of Indian Automobile Manufacturers, annual vehicle sales are
projected to increase to 4 million by 2015, no longer 5 million as previously projected.

Automobile Dealers Network in India

In terms of Car dealer networks and authorized service stations, Maruti leads the pack
with Dealer networks and workshops across the country. The other leading automobile
manufacturers are also trying to cope up and are opening their service stations and dealer
workshops in all the metros and major cities of the country. The production of total vehicles
increased from 4.2 million in 1998-99 to 7.3 million in 2003-04. It is likely that the production of
such vehicles will exceed 10 million in the next couple of years. The industry has adopted the
global standards and this was manifested in the increasing exports of the sector. After a
temporary slump during 1998-99 and 1999-00, such exports registered robust growth rates of
well over 50 per cent in 2002-03 and 2003-04 each to exceed two and- ahalf times the export
figure for 2001-02.

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Industry Growth

Opposing the belief that the growth in automobile industry has catered only to the top
incomestratum of society, Growth of exports of 32.8 % in the first three quarters of 2004-05, the
fastest growth in volumes has come from commercial vehicles as against passenger cars.
Between 1998-99 and 2003-04, output of commercial vehicles has grown 2.8 times compared to
the 2.2 times increase in passenger cars. Furthermore, two-wheeler output continues to dominate
the volume statistics of the sector. In 2003-04, for every passenger car turned out by the sector,
there were 7 two-wheelers produced. In the two wheeler segment, there is a greater preference
for motorcycles followed by scooters, with both production and domestic sales of motorcycles
increasing at faster rates than for scooters in the current and previous years. However, mopeds
have registered low or negative growth. Export growth rates have been high both for motorcycles
and scooters.

India car Industry

The recent move to globalize our economy has opened new vistas for car manufacturers
in the country. The immediate post independence years saw very little development in
automobile industry. A poor country like ours did not have a resource to invest in personal
transportation. The Indian customers had to wait till the mod 1980‟s, a full 40 years after
independence to see a car that the people wanted. December 1983 heralded a revolution in the
Indian car industry. Maruti collaborated with Suzuki of Japan to produce the first affordable car
for the average Indian.The maruti800 was the first version of Maruti to hit the Indian roads in
December-1983. Since then it has been on a constant rise. At this time, the Indian car market had
stagnated at the volume of 30000 to 40000 cars for the decade ending 1983. This was from
Maruti taken over. The sales figure for the year 1993 reached up to 196820. The company
reached a total production of one million vehicles in March 1994 becoming the first Indian
company to cross this milestone. It crossed the two million mark in 1997. Fifteen years later, the
Indian industry is on the verge of the extreme. It has around 45 models of the cars. Today there
are about 20 manufacturers in India.

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Industry Structure

The Indian car market has been divided in to small cars, mid size cars, luxury cars and
multi utility vehicles.

Small cars:

It is the most preferable small car segment in Indian economy. Under this segment we
have Maruti 800, Maruti Wagon R, Maruti swift, Tata Indica, Hyundai Santro, Fiat Palio, and
Maruti Alto, Maruti Zen Estilo, Tata Nano, i10, spark, Astar etc. These are the best suitable for
Indian middle class people. These cars also suit Indian roads and traffic conditions. The concept
of small cars has emerged from Japan. Small cars are fuel efficient with latest sleek look and
advanced technology.

Mid size cars:

The mid size cars are to supper middle class people of society. Business executives
mainly use these cars.Under this we have Maruti SX4, Swift Dzire, Ford Fusion, Ford Fiesta,
Opel Astra, Tata Indigo, Tata Marina, Honda City, Chevrolet Aveo, Hyundai Accent etc., and
Hyundai Verna etc.

Luxury Cars:

The elite members of the society use these luxury cars. The luxury cars symbol of
success of a man. Under this we have Maruti Grand Vitara, Ford Mondeo, Skoda Octavia, Skoda
Laura, Hyundai Sonata, Hyundai Elantra, Toyota Corolla, Toyota Cramy, Mitsubishi Lancer,
Mitsubishi Cedia, Honda Civic, Honda CRV, Honda Accord, Chevrolet optra, Mercedes-Benz
(S-class,Eclass), etc,

Car Segments:

With the expansion of Indian Automotive Market over a period of time the car models
have been grouped in to the following segments.

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Based on the price and size:

A Segment (Till 3 lacks) : Maruti800, Omni.

B Segment (3 to 4.5 lacks) : Zen, Wagon R, Alto, Santro, Matiz, Palio and Indica.

C 1 Segment (4.5 to 6.5 lacks) : Esteem, Accent, Siena, Indigo, Ikon, Corsa, Swift.

C 2 Segment (6.5 to 10 lacks) : Baleno, Astra, City and Lancer

D Segment (10 lacks & above) : Octivia, Sonata, Mondeo, Accord, Carmy, Vectra,
Corolla, Mercedes.

Based on Length as per SIAM (Society of Automotive Manufacturers):

A 1 (Mini-Up to 3400mm) : Maruti800

A 2 (Compact-3401 to 4000mm) : Zen, Wagon R, Alto, Santro, Matiz, Palio, and Indica.

A3 (Mid-Size-4001 to 4500mm) : Esteem, Swift, Accent, Siena, Indigo, Ambassador

A 4 (Excutive-4501 to 4700mm) : Octivia, Contessa, Mercedes C-Class

A 5 (Premium-4701 to 5000mm) : Sonata, Mondeo, Accord, Carmy, Vectra.

A 6 (Luxury-5001 and above) : Mercedes S-class,

Some of the Car companies in India:

 Maruti Suzuki  Mahindra

 Fiat  Nissan
 General motors  Tata Motors
 Ford Hindustan motors  BMW
 Honda  Mercedes
 Bajaj tempo  Land Rover
 Volkswagen  Audi
 Hyundai Skoda  Force Motors
 Toyota  Mitsubishi

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3.2 COMPANY PROFILE
This chapter consists of overview of Maruti Suzuki India Limited with respect to
Manufacturing facilities, Corporate Milestones, Sales and Service network with their few
popular brands

History & Milestone of Maruti Suzuki India Limited

Maruti Suzuki is one of the leading automobile manufacturing companies in India. It is

the market leader in the automobile industry both in terms of production and revenue generation.
The history of Maruti Suzuki is very fascinating.

In the year February 1981, Maruti Udyog Limited was incorporated under the provisions
of the Indian companies act, 1956. The major objectives of Maruti Udyog were to modernize the
Indian automobile industry, to produce fuel-efficient cars and mass number of vehicles

The company was formed as a government company, with Suzuki as a minor partner, to
make people‟s car for middle class India. In October 2, 1982, the company signed the license and
joint venture agreement with Suzuki Motor Corporation of Japan. In the year 1983, the company
started their productions and launched Maruti 800. In the year 1983, the company launched its
most awaited Maruti Omni and in 1985, the company launched Maruti Gypsy in the Indian
Market

The Gypsy was the first modern four-wheel drive vehicle in the Indian market. In June
1986, the company launched new model of Maruti 800

In the year 1987, the company forayed into the foreign market by exporting first lot of
500 cars to Hungary. In the year 1990, the company launched India‟s first three box car, sedan
i.e Maruti 1000. In the year 1992, Suzuki Motor Corporation, Japan increased their stake in the
company to 50 percent. In the year 1993, the company introduced the Maruti Zen and in 1994
the company launched Maruti Esteem in the market

In the year 1995, the company commenced their second plant. In the year 1997, the
company started Maruti Service Master as model workshop in India to look after sales services.
In the year 1999, the third plant with new press, paint and assembly shops became operational.

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With the growing demand of customers in the Indian automobile market the company launched
Maruti Alto in 2000

In the same year i.e in 2000, the company launched a call centre. This was the first time a
car company had ever launched a call centre in India. In this year, Maruti set up a website for its
Wagon-R car, introduced a new model of Zen, got the IRTE National award for its safety
initiative, traffic management and environment protection, launched the Baleno and the Waon-R
with electric power steering. Maruti introduced its first CNG (Compressed Natural Gas) car in
2001. In this same year, Maruti invested 550 crore rupees in Manufacturing cars. In the year
2002, Maruti launched Maruti Finance to offer financial services like extended warranty and
finance for car insurance

In the year 2002, Suzuki Motor Corporation increased their stake in the company to 54.2
percent. In the same year the company found new business segment i.e Maruti True Value for
Sales, Purchase and trade of pre-owned cars in India. In the year 2005, the company launched the
first world strategic model from Suzuki Motor Corporation „Swift‟ in India. In the year 2006, the
company launched Wagon R-Duo with LPG (Liqified Petroleum Gas) and also the new Zen
Estilo with value added features in it.

During the year 2006-07, the company commenced operations in the new car plant and
the diesel engine facility at Manesar, Haryana. In November 2006, the company inaugurated a
new institute of Driving Training & Research (IDTR), which was set up as a collaborative
project with Delhi government at Sarai Kale Khan in South Delhi.

During the year 2007-08, the company signed an agreement with the Adani group for
exporting 2,00,000 units annually through the Mundra Port in Gujrat. The company launched
Swift-Diesel and SX4 a luxury sedan with tag line „Men Are Back‟ during the year. In July 2007,
the company launched the new Grand Vitara, a stylish, muscular and five seater in the MUV
(Multi Utility Vehicle) segment.

During the year, the company made pact with Shriram City union finance Ltd, a part of
Shriram Group, Chennai, to offer easy, transparent and hassle-free car finance to their customers,
particularly in semi urban and rural markets. During the year 2008- 09, the company launched a
new A2 segment car, branded the A-Star in India & in Europe as the new Alto. In June 2008, the

14
company launched Maruti 800 Duo, a dual fuel (LPG + Petrol) car. In April 2009, the company
revealed new Ritz K 12 M engine at Gurgaon Plant

Maruti Suzuki launched its EECO and Alto K10 (K Series vehicle) in the year 2010. In
the year 2011, Maruti Suzuki launched its luxury Sedan Kizashi and SX4 diesel model. In the
month of March 2011 the company produced 10 million cars. Maruti Suzuki India Limited has
launched its seven seater spacious & comfortable MPV Ertiga on 12 April 2012 to cater the
needs of larger family size consumers.

Very recently, the company has launched the all new Alto 800. The main targets of Alto
800 are customers considering the purchase of first cars like young customers i.e youths

Company Board of Directors:

Maruti Suzuki is a board managed company. Currently the directors on the Board are:

Possition Personal
Managing Director (M.D) and Chief Mr. Kenichi Ayukawa
Executive Officer (C.E.O)
Chairman Mr. R.C. Bhargava
Directors Mr. Maninder Singh Banga
Mr. Amal Ganguli
Mr. D.S. Brar
Mr. Keiichi Asai
Mr. Osamu Suzuki
Mr. Shuji Oishi
Ms. Pallavi Shroff
Mr. Kenichi Ayukawa

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 MARUTI ACHIEVEMENTS IN PERSPECTIVE YEAR 2017-18:

 Total no of vehicles sold 1,155,041 in year 2017-18.

 1st J.D. Power customer satisfaction and sale satisfaction index study.
 4/5 top selling models in country are from MARUTI SUZUKI.
 16% growth in rural sales in 2017-18.
 3,36,463 vehicles sold in 93,500 villages in 2017-18.
 1000+ Maruti mobile support (MMS) operating and providing door step service.
 283,000 numbers of new cars sold through exchange.
 4.49+ lack people trained in safe driving in this year.

3.3 PRODUCT PROFILE

The following table depicts various models of Maruti Suzuki, categorized on the basis of its
segment

Sr.No Model Type / Segment

1 Maruti 800 Mini
2 Alto 800 Mini
3 Alto k 10 Compact
4 Omni Vans
5 Gypsy Utility Vehicle
6 Estilo Compact
7 Wagon R Mini
8 Eeco Vans
9 A-star Mini
10 Ritz Compact
11 Swift Compact
12 SX4 Mid Size
13 Swift Dzire Super Compact
14 Ertiga Utility Vehicle

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The following table highlights the imported vehicles of Maruti Suzuki.

Maruti’s Imported Vehicles

Sr.No Model Type/Segment

1 Grand Vitara Utility Vehicle
2 Kizashi Passenger Executive

Manufacturing Facilities of Maruti Suzuki

Maruti Suzuki has achieved its goal because of its unbelievable Manufacturing
excellence. With an object to fulfill the demand of market, today Maruti Suzuki‟s plants are
comparable with the best in the world in terms of Quality, Productivity and Operational
efficiency.

Maruti Suzuki has two state-of-the art manufacturing facilities in India. Both manufacturing
facilities have a combined production capacity of 12,50,000 vehicles annually.

Sales and Service Network (Stations)

Maruti Suzuki‟s Sales and Service network is the largest among car manufacturers in India. The
company had 802 sales outlets in 555 cities and 2740 service workshops in 1335 cities as on 31
March 2010. The service network of the company includes Dealer Workshops, Maruti
Authorized Service Stations (MASSs), Maruti Service Masters (MSM) and Maruti Service Zones
(MSZ). In FY 2011-12, Maruti Suzuki had opened its 1000 th Sales outlet, another landmark
achieved. The company with over 2950 service outlets reaches its customers across 1400 cities.

The following chart clearly depicts the wide network of Maruti Suzuki.

Maruti Insurance

Maruti launched Insurance service in the year 2002. Maruti provides vehicle insurance to
its customers with the help of the National Insurance Company, Bajaj Allianz, New India
Assurance and Royal Sundaram. This service was set up by the company with the inception of
two subsidiaries Maruti Insurance Distributors Services Pvt Ltd and Maruti Insurance Brokers
Pvt Limited

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Maruti Finance

With an intention to promote the bottom line growth, Maruti launched Maruti Finance in
January 2002. Maruti had started two joint ventures Citicorp Maruti and Maruti Countrywide
with City Group and GE countrywide respectively to assist its client in securing loan

Maruti True Value

With an intention to not only generate incomes for dealers but to also promote sale of
new Maruti cars by offering to buy old cars at reasonable prices and selling a new car in
exchange, Maruti Suzuki launched a subsidiary, True Value

Under True Value, the seller has the option to be paid in cash/cheque, or get a True Value
car in exchange or a brand new Maruti Suzuki car in exchange. As a mark of confidence, and to
promote reassurance to customers, every vehicle bought under Maruti True Value is inspected
and certified by Maruti Engineers and the car carries a one year warranty and three free services

Awards/Recognition won by Maruti Suzuki

Because of outstanding performance and continuous innovations, Maruti Suzuki got

various awards and achievement as follows:

 Business Standard India‟s company of the year 2011 award

 Ranked amongst the top 10 most admired companies by Wall Street Journal
 11 th time in a row, the Company ranked highest in JD Power Asia Pacific 2010 India
Customer Service Index (CSI) study
 NASSCOM and CNBC TV 18 IT user award
 Ranked highest in JD Power Sales Satisfaction Index (SSI)
 Ranked one in JD Power initial quality study 2010 for model-Dzire
 CNBC-TV18 award 2011 for Manufacturer of the year.
 Corporate campaign „Kitna Deti Hai‟ rated amongst the best campaigns of the year 2010
by CNBC-TV18‟s program on advertising & marketing
 NHRDN (National HRD Network) Trailblazer Award 2010 for HRD Excellence
 Maruti‟s Alto ranked no.1 in TNS four wheeler Total Customer Satisfaction (TCS) study

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Recent Popular Brands of Maruti Suzuki India Limited

Today, Maruti Suzuki has rolled out lot of successful models to serve each and every
section of society which includes Maruti 800, Alto, Wagon-R, Swift, Swift Dzire. Recently
Maruti Suzuki has launched few models in Indian Market, which has always been the centre
of attraction.

Maruti Alto 800

On 16 October 2012, Maruti Suzuki has launched its most awaited car Maruti Alto 800.
Before launching this Alto 800, the company had bagged 6000 pre launch bookings for this
upgraded model 26. The company has invested around Rs.470 crore, and 200 engineers from
Suzuki Motor Corporation and Maruti Suzuki were jointly involved in the development of the
Alto 800 for over four years. The petrol Alto 800 ranges between Rs.2,44,000 – Rs.2,99,000.
The CNG variant of Alto 800 has been priced between Rs.3,19,000 – Rs.3,56,000 with a fuel
efficiency of 30.46 km per kilogram. The new Alto 800 has been designed for entry level
customers.

The special features of new Alto 800 are

 Wave front Design

 Fresh & Spacious Interiors
 Best in class Mileage
 Easy drive and handling
 Safer drive.

Maruti Wagon R

Wagon R has been the third largest selling vehicle from the portfolio of Maruti Suzuki
which is a good thing in small package. Recently the company has launched the new Wagon-R
powered by the company‟s well known K Series engine. New Wagon R equipped with an
advanced security system called iCATs, which prevents vehicle theft. New Wagon R is available
in CNG and LPG versions with BS-IV norms. The car ranges between Rs.4,26,000- Rs.4,42,000.
Very soon the company is going to launch diesel version of Wagon-R which costs around
Rs.5,50,000

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Maruti Swift

Swift is one of the largest selling vehicle of Maruti Suzuki. Swift was launched in 2005
and has made a massive success in the Indian market. In the last six years Maruti sold 6 lakh
Swift cars and presently there is 3-4 months waiting period for this car. Recently Maruti Suzuki
has launched the new Swift which has same 1.2 litre K-series petrol and 1.3 litre CRDI diesel
engines. The new Swift is much lighter than old one & the company has raised the fuel
efficiency of new Swift by 6 percent in diesel and 4 percent in the petrol. The new Swift is
having 140 new features. This Swift is wider, longer and up to 30 kg lighter than old Swift. The
company along with its suppliers has invested around Rs.550 crore in developing new Swift. The
Swift ranges between Rs.5,50,000 – 5,80,000.

Maruti Suzuki Ertiga

Maruti Suzuki India Limited has launched its most awaited UV (Utility Vehicle) in the
Indian automobile market on Thursday i.e 12 April 2012 at an introductory price range of
Rs.5.89 lakhs to 8.45 lakhs (ex-showroom Delhi). Ertiga is available in Petrol and Diesel
version. The company has introduced Ertiga with K- 14 VVT 1.4 litre petrol engine. Due to its
powerful engine, style, performance, and comfortness, Maruti Suzuki termed it as LUV (Life
Utility Vehicles). The company has invested Rs.400 crore to develop the Ertiga. This vehicle is
available in six versions.

According to Mr.Shinzo Nakanishi (Managing Director, Maruti Suzuki),”Ertiga is meant

for a compact car customer wishing to upgrade to a bigger car”

A-Star

A-Star is the one of the renowned feather in the crown of Maruti Suzuki launched in the
year 2008. The A-Star has powered by the latest state-of-the art, light weight 998 cc K10 B
petrol engine. A-Star is the best in class fuel efficient car with a mileage of 19 kilometer. A-Star
is priced in between Rs 3,90,000 - Rs.4,80,000 & available in 5 different variants i.e LXI, VXI,
AT, ZXI, ZXI (Opt) with various safety features like Dual airbags, ABS with EBD, Immobilizer,
Child proof rear door locks, Head light leveling, High mount stop lamp etc.

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 CHAPTER 4

4.1 DATA ANALYSIS AND INTERPRETATION

TABLE NO 4.1
GENDER NO OF RESPONDENTS PERCENTAGE %
Male 64 64
Female 36 36
Total 100 100

INTERPRETATION

The above table and table chart shows the gender of respondents, 64% of the respondents
are males and 36 % of the respondents are females. The majority (64%) of the respondents are
male.

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 CHART NO 4.1

GENDER

100

80

60

40

20

0
Male Female Total

NO OF RESPONDENTS PERCENTAGE %

TABLE NO 4.2

AGE NO OF RESPONDENTS PERCENTAGE %

Below 20 23 23
20-30 37 37
30-40 24 24
Above 40 16 16
Total 100 100

INTERPRETATION

The above table and table chart shows the age group of respondents, it revealed that 23%
of the respondents are at age group of Below 20 years, and 37% of them are at the age group of
20-30, and 24% of them are under age group of 20-40 and remaining 16% of them are under age
group of Above 40. The majority (37%) of the respondents are age group is 20-30.

22
 CHART NO 4.2

AGE

23

37
100

24
16

Below 20 20-30 30-40 Above 40 Total

23
TABLE NO 4.3

MONTHLY INCOME NO OF RESPONDENTS PERCENTAGE %

Below 10000 24 24
10001-20000 52 52
20001-30000 17 17
Above 30000 7 7
Total 100 100

INTERPRETATION

The above table shows, 24% of the respondents are belongs to income Below10000,
52% of the respondents are belongs to income 10001-20000, 17% of the respondents belongs to
income 20001-30000 and remaining 7% of the respondents belongs to income Above 30000.
The majority (52%) of the respondents are belongs to income below 10000.

24
 CHART NO 4.3

MONTHLY INCOME

Total

Above 30000

20000-30000

10000-20000

Below 10000

0 20 40 60 80 100 120

NO OF RESPONDENTS PERCENTAGE %

25
TABLE NO 4.4

OWN MODEL NO OF RESPONDENTS PERCENTAGE %

OMNI 19 19
ALTO 800 28 28
WAGNOR 12 12
Wagnor R 2 2
Swift 16 16
Swift Dzire 11 11
A – star 2 2
Ertica 3 3
Celerio 7 7
Total 100 100

INTERPRETATION

The above table shows, 19% of the respondents are owns OMNI, 28% of the respondents
are owns ALTO 800, 12% of the respondents owns WAGNOR, 2% of the respondents are owns
Wagnor R, 16% of the respondents are owns Swift, 11% of the respondents are owns Swirt
Dzire, 2% of the respondents are owns A-Star,3% of the respondents are owns Elitica, 7% of the
respondents are owns Celerio. The majority (28%) of the respondents are likely in Alto car.

26
 CHART NO 4.4

OWN MODEL

OMNI ALTO 800 WAGNOR Wagnor R Swift

Swift Dzire A – star Ertica Celerio Total

27
TABLE NO 4.5

SMALL CAR NO OF RESPONDENTS PERCENTAGE %

Alto 35 35
Zen Estilo 12 12
Swift 25 25
Wagnor R 11 11
A star 7 7
Ritz 10 10
Total 100 100

INTEERPRETATION

The above table shows, 35% of the respondents are likely for small car ALTO, 12% of
the respondents are likely for small car in Zen Estilo, 25% of the respondents are likely for a
small car in Swift, 11% of the respondents likely for a small car in Wagnor R, 7% of the
respondents are likely for a small car in Ritz. The majority (35%) of the respondents are likely
for a small car in Alto.

28
 CHART NO 4.5

SMALL CAR

100
80
60
40
20
0
PERCENTAGE %
NO OF RESPONDENTS

NO OF RESPONDENTS PERCENTAGE %

29
TABLE NO 4.6

FIRST PREFER NO OF RESPONDENTS PERCENTAGE %

Good facilities 4 4
Quality service 10 10
Price 26 26
Good designs 14 14
Better mileage 46 46
Total 100 100

INTERPRETATION

The above table shows, 4% of the respondents are for good facility as a first preference
in buying a car, 10% of the respondents are for quality service as a first preference in buying a
car, 26% of the respondents are for price as first preference in buying a car, 14% of the
respondents are for good designs as a first preference in buying a car, 46% of the respondents are
for better mileage as a first preference in buying a car. The majority (46%) of the respondents are
for better mileage as a first preference in buying a car.

30
 CHART NO 4.6

FIRST PREFERENCE

14

46
26 146
100

10

Good facilities Quality service Price Good designs Better mileage Total

31
TABLE NO 4.7

MODEL VERSION NO OF RESPONDENTS PERCENTAGE %

Petrol 64 64
Diesel 31 31
Cng 4 4
Total 100 100

INTERPRETATION

The above table shows, 64% of the respondents are purchasing petrol models, 31% of the
respondents are purchasing diesel models, 4% of the respondents purchasing cng models.
Majority (64%) of the respondents are purchasing petrol models.

32
CHART NO 4.7

MODEL VERSION

Petrol Diesel Cng Total

33
TABLE NO 4.8

PRICE NO OF RESPONDENTS PERCENTAGE %

High 23 23
Reasonable 70 70
Low 7 7
Total 100 100

INTERPRETATION

The above table shows, 23% of the respondents are rated price as high, 70% of the
respondents are rated price as reasonable, 7% of the respondents price as low. The majority
(70%) of the respondents are notified that the prices for maruthi cars are in reasonable.

34
 CHART NO 4.8

PRICE

100
80
60
40
20 PERCENTAGE %
NO OF RESPONDENTS
0
High Reasonable Low Total

NO OF RESPONDENTS PERCENTAGE %

35
TABLE NO 4.9

PROMOTIONAL MEDIA NO OF RESPONDENTS PERCENTAGE %

Broadcasting 22 22
Product Demonstration 16 16
Word of mouth 39 39
Publication 23 23
Total 100 100

INTERPRETATION

The above table shows promotional media is influencing in buying maruti cars, 22% of
the respondents are broadcasting,, 16% of the respondents are product demonstration, 39% of the
respondents are worth of mouth, 23% of the respondents are publication, The majority (39%) of
the respondents are worth of mouth.

36
 CHART NO 4.9

PROMONATIONAL MEDIA
120

100

80

60

40

20

0
Broadcasting Product Word of mouth Publication Total
Demonstration

NO OF RESPONDENTS PERCENTAGE %

37
TABLE NO 4.10

SECOND CHOICE NO OF RESPONDENTS PERCENTAGE %

Ford 22 22
Hyundai 18 18
Tata 21 21
Chevrolet 16 16
Volkwagon 12 12
Mahindra 11 11
Total 100 100

INTERPRETATION

The above table shows, 22% of the respondents are in second choice for the ford apart
from maruti suzuki, 18% of the respondents are in second choice for the Hyundai apart from
maruti suzuki, 21% of the respondents are in second choice for the tata apart from maruti suzuki,
16% of the respondents are in second choice for the Chevrolet apart from maruti suzuki,, 12% of
the respondents are in second choice for the volkwagon, 11% of the respondents are in second
choice for the Mahindra apart from maruti suzuki, The majority (22%) of the respondents are in
second choice for the ford apart from maruti Suzuki.

38
 CHART NO 4.10

SECOND CHOICE

Ford Hyundai Tata Honda Volkwagon Mahindra Total

39
TABLE NO 4.11

REASON CHOICE NO OF RESPONDENTS PERCENTAGE %

Brand Name 21 21
Features 16 16
Price 38 38
Mileage 25 25
Total 100 100

INTERPRETATION

The above table shows the opinion about maruthi cars while buying, 21% of the
respondents are for brand name, 16% of the respondents are for feature, 38% of the respondents
are for price, 25% of the respondents are for mileage, The majority (38%) of the respondents are
for price.

40
 CHART NO 4.11

REASON CHOICE

100
90
80
70
60
50
40
30
20
10
0
Brand Name Features Price Mileage Total

NO OF RESPONDENTS PERCENTAGE %

41
TABLE 4.12

COMPARING OTHERS NO OF RESPONDENTS PERCENTAGE %

Excellent 38 38
Very good 30 30
Good 22 22
Average 8 8
Poor 2 2
Total 100 100

INTARPRETATION

The above table shows the satisfaction level in services providing for maruthi cars, 38%
of the respondents are excellent, 30% of the respondents are very good, 22% of the respondents
are good, 8% of the respondents are average, 2% of the respondents are poor. The majority
(38%) of the respondents are excellent,

42
 CHART NO 4.12

COMPERING OTHERS
120
100
100

80

60
38
40 30
22
20 8
2
0
0 1 2 3 4 5 6 7
-20

NO OF RESPONDENTS PERCENTAGE %

43
TABLE NO 4.13

USAGE NO OF RESPONDENTS PERCENTAGE %

1-2 Years 9 9
2-4 years 21 21
4-8 years 29 29
8 & Above 41 41
Total 100 100

INTERPRETATION

The above table shows,9% of the respondents are using maruti suzuki of more than one
year and less than two years,21% of the respondents are using maruti suzuki of more than two
year and less than four year, 29% of the respondents are using maruti suzuki of more than four
years and less than eight years, 41% more than eight and above years. The majority (41%) of the
respondents are using of maruti suzuki more than eight and above years..

44
 CHART NO 4.13

USAGE

Total

8 & Above

4-8 years

2-4 years

1-2 Years

0 20 40 60 80 100

PERCENTAGE % NO OF RESPONDENTS

45
TABLE NO 4.14

FEEL NO OF RESPONDENTS PERCENTAGE %

More comfortable 41 41
Comfortable 32 13
Less Comfortable 13 32
Un comfortable 14 14
Total 100 100

INTERPRETATION

The above table shows, 41% of the respondents are feel about drive as get more
comfortable, 13% of the respondents are feel about drive as get less comfortable, 32% of the
respondents are feel about drive as get comfortable, 14% of the respondents are feel about drive
as get un comfortable. The majority (41%) of the respondents are feel about drive as get more
comfortable,

46
 CHART NO 4.14

FEEL

100
90
80
70
60
50
40
30
20
10
0
More Less Comfortable Un Total
comfortable comfortable comfortable

NO OF RESPONDENTS PERCENTAGE %

47
TABLE NO 4.15

QUALITY INTRO NO OF RESPONDENTS PERCENTAGE %

Good design 17 17
Good facility 10 10
Better mileage 35 35
Affordable price 38 38
Total 100 100

INTERPRETATION

The above table shows the quality to include while introducing a new cars, 17% of the
respondents are suggesting for good design, 10% for good facility, 35% for better mileage and
38% for affordable price. The majority (38%) of the respondents are expecting for affordable
price.

48
 CHART NO 4.15

QUALITY

Good design Good facility Better mileage Affordable price Total

49
TABLE NO 4.16

ANY CHANGES NO OF RESPONDENTS PERCENTAGE %

Increasing Mileage 2 2
New Facility 31 31
Reduction Price 8 8
Introduction of Diesel run 10 10
Changes in design 29 29
Total 100 100

INTERPRETATION

The above table shows the expectation level about changes in maruthi cars, 2% of
respondents are expecting for increasing in mileage, 31% for new facility, 8% for reduction in
price, 10% for introduction of diesel run and 29% for changes in design. The majority(31%) of
respondents are expecting for new facility.

50
 CHART NO 4.16

ANY CHANGES
250

200

150

100

50

0
Increasing New Facility Reduction Introduction Changes in Total
Mileage Price of Diesel run design

NO OF RESPONDENTS PERCENTAGE %

51
TABLE NO 4.17

FAVORITE COLOR NO OF RESPONDENTS PERCENTAGE %

White 29 29
Black 18 18
Red 13 13
Blue 8 8
Brick Red 5 5
Silky Silk 0 0
Sunlight Copper 0 0
Azure Grey 26 26
Ecru Beige 1 1
Total 100 100

INTERPRETATION

The above table shows the favorite colors in cars for respondents, 29% of respondents are
for white, 18% for black, 13% of respondents for red, 8% of respondents for blue, 5% of
respondents for brick red, 0% of respondents for silky silk, 0% of respondents for sunlight
copper, 26% of respondents for azure grey, 1% of respondents for ecru beige. The majority(29%)
of respondents are likely for white cars.

52
 CHART NO 4.17

FOURATE COLOR
250

200

150

100

50

0
Increasing New Facility Reduction Introduction Changes in Total
Mileage Price of Diesel run design

NO OF RESPONDENTS PERCENTAGE %

53
 CHAPTER V

FINDINGS:
The following data were found from the study of 100 respondents in tirupur district.

1.) 64% of the respondents are males and 36 % of the respondents are females. The majority
(64%) of the respondents are male.
2.) 24% of the respondents are belongs to income Below10000, 52% of the respondents are
belongs to income 10001-20000, 17% of the respondents belongs to income 20001-
30000 and remaining 7% of the respondents belongs to income Above 30000. The
majority (52%) of the respondents are belongs to income below 10000.
3.) 19% of the respondents are owns OMNI, 28% of the respondents are owns ALTO 800,
12% of the respondents owns WAGNOR, 2% of the respondents are owns Wagnor R,
16% of the respondents are owns Swift, 11% of the respondents are owns Swirt Dzire,
2% of the respondents are owns A-Star,3% of the respondents are owns Elitica, 7% of the
respondents are owns Celerio. The majority (28%) of the respondents are likely in Alto
car.
4.) The majority (46%) of the respondents are for better mileage as a first preference in
buying a car.
5.) Majority (64%) of the respondents are purchasing petrol models.
6.) The majority (70%) of the respondents are notified that the prices for maruthi cars are in
reasonable.
7.) The majority (22%) of the respondents are in second choice for the ford apart from
maruti Suzuki.
8.) The majority (41%) of the respondents are using of maruti suzuki more than eight and
above years..
9.) The majority (41%) of the respondents are feeling more comfortable in driving

10.)The majority(31%) of respondents are expecting for new facility.

11.)The majority(29%) of respondents are likely in white cars.

54
 5.1 SUGGESTION

 More attractive advertisement has to provide through various advertisement media.

 Respondents are incurring high maintenance costs and it has to be considered by the
manufacturer.
 Respondents are also facing problems in mileage& performance, so this is another
suggestion to the manufacturer is to take an additional care.

5.2 CONCLUSION

The Maruti Suzuki cars are the best and fast moving brands. Now a day the demand for
the cars by customer shows increasing trend, at the same time they expected easy handling,
safety and security, higher performance etc.which makes the advanced technologies and adopt
new model.

55
 BIBLIOGRAPHY

Books:

1. Marketing Management – By, Philip Kotler – Millennium Edition.

2. Research Methodology – By, C.R. Kothari
3. Foundations of Advertising, Theory and Practice, Himalaya Publishing House, Bombay,
1985. - By Chunnewala & Sethia.
4. Advertising Today, Int. text Books Bell and Bain, London, Great Britain, 1984. – By,
Frank Jefkins.
5. Consumer Behaviors, prentice – Hall of India, New Delhi, 1998. – By Schiffman &
Kanuk.
6. Marketing Research, Richard D, Lrwin Inc. Illinious, USA 1985. – By Boyd, Westfall,
Stasch.

Website:

1. www.google.com
2. www.nisaanmotor.com
3. www.carwale.com
4. www.wikipedia.com
5. www.scribed.com

56
 CUSTOMER SATISFACTION ON MURUTI SUZUKI CARS IN TIRUPUR CITY

QUESTIONNAIRE

Name

Gender

A) Male B) Female

Age

A) 18 to 26 B) 27 to 34 C) 35 to 42 D) above 42

Occupation

A) self employed B) business people C) salaried D) professionals E) Others

1. Which model in MARUTI SUZUKI car do you own?

A) OMNI B) ALTO 800 C) WAGNOR D) SWIFT E) Wagon-R

F) Swift G) Swift Desire H) A-star J) ERTIGA K) CELERIO

2.Which is your favourite small car in MARUTI SUZUKI?

A) Alto B) Zen Estilo C) Swift d) Wagon R E) A-Star F) Ritz

3. Why are you giving first preference to MARUTI SUZUKI while buying a car?

A) Good facilities B) quality service C) price D) Good designs E) better mileage

4. In which variant are you like to purchase cars in MARUTI SUZUKI?

A) Diesel B) cng C). Petrol

5. Opinion about Price of MARUTI SUZUKI cars?

A) High B) Reasonable C) Low

6. Opinion about price for spare parts in MARUTI SUZUKI cars?

A) High B) Reasonable C) Low

57
7. Which promotional media is influencing you to buy MARUTI SUZUKI cars?

A) Broadcasting B) product demonstration C) word of mouth D) publications

8. Which company is your second choice apart from buying MRUTI SUZUKI?

A) Ford B) Hyundai C) Tata D) Chevrolet E) Volkswagon F) Mahindra

9. Reason for your choice?

A) Brand name B) features C) price D) mileage

10. What is your opinion about service in MARUTI SUZUKI comparing with others?

A) Excellent B) very good C) good D) average E) poor

11. How long your using MARUTI SUZUKI cars?

A) 1-5 year B) 6-10 year C) 11-15 year D) 16 year & above

12. How do you feel when you drive yours MARUTI SUZUKI car?

A) More comfortable B) Comfortable C) Less comfortable D) Un

Comfortable

13. What are the qualities they have to include while introducing new cars?

A) Good designs B) good facilities C) better mileage D) affordable price

14. What kind of changes are you expecting in MARUTI SUZUKI cars ?

A) Increased mileage B) new facilities C) reduction in price

D) Introduction of diesel run E) changes In design

15. Which is your favourite colour in MARUTI SUZUKI cars?

A) White B) Black C) Red D) Blue E) Brick Red

F) Silky Silver G) Sunlight Copper H) Azure Grey I) Ecru Beige

16.SUGGECTION

58
59