PRESENTATION OF PROJECT REPORT ON TOPIC “CONSUMER

SATISFACTION TOWARDS MARUTI SUZUKI CARS”.

HIMACHAL PRADESH TECHNICAL UNIVERSITY BUSINESS

SCHOOL OFF CAMPUS
AT RAJIV GANDHI GOVT. ENGG. COLLEGE
NAGROTA BAGWAN
 SUBMITTED BY :-

 NAME :- SOURAV

 ROLL NO :- 21014326040

 4th SEMESTER,MBA(HR)

 SUBMITTED TO :-

 DR.SANJEEV KUMAR
INTRODUCTION

Customer Satisfaction :
 Customer Satisfaction is the term which measures the degree of satisfaction of a customer
from a product and services supplied by a company.

The company's ability to fulfill the business, emotional, and psychological needs of its
customers
 Quality of service delivery expected by the customers.

 An internal drive to satisfy an Unsatisfied need of customer.

 Providing good service in a pleasant manner and meeting the customer's expectations
COMPANY PROFILE

 Maruti Suzuki was formerly known as Martiti Udyog Limited and was
founded by the Government Of India in 24 February 1981. The first
manufacturing factory of Maruti was established in Gurugram,
Haryana same year.In 2 October 1982 the company signed the license
and joint venture agreement with a Japanese automobile company
Suzuki Motor Corporation. In the year 1983 the company launchedits
first vehicle named as Maruti 800. In the next year the company
launched its first minivan Maruti Omni and the next year they
launched Gypsy in the market.
OVERVIEW OF THE COMPANY
 1983
The company was incorporated with the launch of iconic Maruti 800. First batch of Maruti Suzuki cars was
assembled.
 1984
Maruti Suzuki launched Omni- a multi-purpose car.
 1990
Maruti Suzuki launched India's first luxury car, Maruti 1000
 1991
Received the 1991 Corporate Performance Award by the Economic Times- Harvard Business School Association.
 1993
Launched India's first hatchback car, 'Zen'.
 1996
Launched India's first 24 hours on-road service.
 2000
The first car company in India to start a customer care centre. The company was awarded 'Highest Exporter
Award'.
OVERVIEW OF THE COMPANY
 2001
Entered into pre-owned cars segment. Opened True Value, its first pre-owned cars outlet in Bangalore.
 2005
Ranked 91 st in Forbes list of World's top 200 Most reputed Companies. Ranked 7 th the automotive sector.
 2008
Launched 'A-Star', world's fifth strategic models. It also launched National Road Safety Programme in the same year.
 2012
Ranked first in India in customer satisfaction for the 1 3 th time in a row.
 2016
Exported first 'Made in India' car to Japan.
 2018
Market leader in the passenger vehicles segment and held around 54 per cent market share in the segment in November 2018. The company
crossed its cumulative production milestone of four million two wheelers from its Gurugram-based plant.
 2019
Maruti Suzuki crossed the 20 million sales milestones of its cars in India in last 37 years. Maruti Suzuki today flagged off one of its kind mobile
NEXA terminal, taking NEXA experience to markets where it its currently not presented. Maruti Suzuki goes greener with environment friendly
BS6 range of vehicles. Maruti Suzuki India emerged as a leader by achieving milestone of one million Utility Vehicles cumulative sales.
 2020
Maruti Suzuki introduced BS-VI compliant Tour S CNG & Tour S with optional (petrol & CNG) variants.
PRODUCTS AND SERVICES OF MARUTI
SUZUKI
 Maruti Suzuki Arena : Maruti Suzuki Arena offers new showrooms with intractive tech for seamless buying and customising. It has more
customer friendly experience which sports a modern look, offering customer-friendly environment. Maruti has embraced digital technology
for streaming the process of purchasing or customising cars.

 Hatchback : hatchback is a car with a hatch-type rear door that often opens upward and often a shared volume for the passenger and cargo
areas. When the body style of a car is described as a hatchback, typically it refers to a utilitarian small car; however hatchbacks are also
used on sports cars, SUVs, and large luxury cars.

 Sedan : sedan is a passenger car in a three-box configuration with separate compartments for engine, passenger, and cargo. Sedan's first
recorded use as a name for a car body was in 1912.

 MUVs/SUVs : SUV stands for Sports Utility Vehicle, while MUV stands for Multi Utility Vehicle, Both ofthem are known as family
vehicles because of large dimensions and more space to transfer people or items.

 Vans : A van is a type of road vehicle used for transporting goods or people. Depending on the type ofvan, it can be bigger or smaller than a
truck and SUV and bigger than a common
PRODUCT AND SERVICES OF
MARUTI SUZUKI
 Maruti Suzuki NEXA : NEXA is a retail network from Maruti Suzuki that offers luxury cars that
caters the high-end consumers who have gone beyond their first cars and are now looking for an
experience. It offers a high level of sophistication and is based on the principles of exclusivity,
pampering and listening to the customers

 Maruti Suzuki Commercial : Maruti Suzuki Commercial deals in sales of commercial vehicles that
can be used to transport goods and passengers.

 TRUE VALUE : Maruti Suzuki True Value is India's largest certified used car dealer network with
around 1252 outlets spread across 942 cities.Maruti Suzuki True Value system and process ensure that
transactions made for used cars are fair and transparent.India's pre-owned car market is growing and
mature in tendum, and Maruti Suzuki True Value is at the forefromt of it. Its sole and overriding
objective is to empower both the pre-owned car buyers and sellers, through a methodical integretion of
technology and industry experience.
SERVICES OF MARUTI SUZUKI

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

 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.
For this, Maruti tied up with ABN Amro bank, HDFC bank, ICICI Bank, Kotak Mahindra, Standard
Chartered bank and Sundaram Finance to start this venture including its strategic partners in car finance. In
March 2003, Maruti entered into a strategic partnership with State Bank of India.
SERVICES OF MARUTI SUZUKI

 Maruti Driving School :

Accidents and Road Safety has always been a key concern area for both the government and
people on the road. With an objective to improve road safety and inculcate safe and
systematic driving habits among people, Maruti Suzuki has opened Maruti Driving Training
School (MDS). These driving schools are equipped with Practical Training and Attitude
Training. World class driving simulators are used to give a hands-on feel to learners before
taking the vehicles on the road. Having started in Bangalore in March 2005, Maruti Driving
School has spread its network throughout the country in collaboration with the dealers; the
company has set up over 200 Maruti Driving Schools across the country

 Maruti Care App :

Maruti Care is an application that can be downloaded free of charge from respective app
stores. The application enables car owners to have better control over different services
offered by Maruti. The application helps to store all customer service needs like car
service/maintenance & dealer network etc. With the help of the app past records and the
status of the car's service can be checked easily and can give feedback for the service
availed.
REVIEW OF LITERATURE

 Singh and Srivastava (2013) :

Study showed various factors affecting customer satisfaction towards Maruti Suzuki. Exceptional customer service results
in greater customer retention, which in turn results in higher profitability. Customer loyalty is a major contribution to
sustainable profit growth. Measuring customer satisfaction provides an indication of how successful the organization is at
providing products or services to the marketplace. It also concluded that all the factors considered in the study have
significant effect on the overall satisfaction of the customers. It conducted that satisfaction levels for pricing attributes
(such as Car price, discounts and service charges) are generally lower than product related attributes.

 Ranjith and Snekalatha (2013) :

Focused on the customer's brand loyalty and satisfaction towards Maruti car, Maruti Suzuki India Limited is India's
leading & largest passenger car manufacturer which accounting for nearly 50 per cent of the total industry sales. Customer
loyalty is a major contribution to sustainable profit growth to achieve success. This study found that Maruti Udyog Ltd has
various brands of car, but majority of respondent prefer Omni. They are satisfied with price, band, image, convenience,
appearance quality and require less maintenance cost.
REVIEW OF LITERATURE

 Parthian and Rajendran (2014) :

study was carried on customer preference toward Maruti Suzuki. Main aim of this study
was to understand the mind of customers whether they was eager and satisfied to handle.
Even though most of the customers were satisfied with present model and service, few
customers were not satisfied about the facilities provided by the car. If the Maruti
car service providers give enough attention regarding this, they can ensure a large
level of customer preference.

 Akhila and Thayyullathi (2015) :

In his study on customer satisfaction toward Maruti Suzuki in Coimbatore found that
majority of the respondents were using SUV (Sport utility vehicle) type cars. They
found that Maruti Suzuki cars were the best and fast-moving brands. There were
increasing trend because of easy handling, safety, security and high performance,
which makes the advanced technologies to adopt new model.
RESEARCH METHODOLOGY

 DESCRIPTIVE RESEARCH :
The research undertaken was a descriptive research as it was concerned with specific
predictions, with narration of facts and characteristics concerning Customer
satisfaction towards Maruti Suzuki in Palampur City.
OBJECTIVES

 To study the level of customer satisfaction towards Maruti Suzuki cars.

 To study the factors those satisfy and delight the customer.

 To study the problem faced by customers.

 To know about customer opinion about Maruti Suzuki vehicles.

 UNIVERSE OF STUDY :
Universe of the study means all the persons who are the
customers of Maruti Suzuki in Palampur City.

 SAMPLE SIZE :
A sample of minimum respondents will be selected from
various areas of Palampur City. An effort was made to select
respondents evenly. The survey was carried out on 100
respondents.
 PRIMARY DATA :
Primary data has been collected through questionnaires.

 SECONDARY DATA :
Secondary data has been taken from -:
 Reports
 Pamphlets
 Advertisement
 Customer database
 News papers
 Internet

 SAMPLING :
Out of few lakes of Maruti Suzuki customers spread all over India, the customers of Palampur City
only are taken as target population for the study.
SCOPE OF THE STUDY:

 Comprehensive research on all the competitors in the market.

 Target population which are the customer of palampur area of
maruti suzuki.
 This may include existing customer,vechile owner,service customers.

 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).
LIMITATIONS OF STUDY

 Sample size is small.

 Area of the study limited.
 Lack of response.
 The data collected and all the ground work that was felt necessarily had to be done
by
 author itself. Thus, huge work force was another constraint in the study.
 DATA ANALYSIS AND INTERPRETATION

Table No.1: Table showing Occupation of Customer

Sr.No. Occupation No.ofRespondent

1. Business 44
2. Employees 32
3. Agriculture 14
4. Other 10

Interpretation
It is observed that, 44% customers are doing the Business and 32% customer are the employee in private government sector, 14% are farmer and
10% in other field.
 Table No.2: Table showing Age of the Maruti Suzuki’s Customer
Buyer 20-25 26-34 35-44 45&above
1st 5 22 8 6

2nd 0 10 14 10

Additional 0 8 8 9

Total 5 40 30 25

Interpretation
It is observed that, 5% customer’s age is between the 20-25 years, 40% in 26-34
years, 30% in 35-44 years and 2% customers above 45 years.
 Table No.3: Table showing customers opinion about the Maruti’s vehicles For
Value for Money

Respondent’sRemark No.ofRespondents
AboveExpectation 38
AsperExpectation 42
BelowExpectation 20

Interpretation

It is observed that 42% of the respondents are of opinion that vehicles are as per
expectation & 20% are of the opinion that the vehicle are below expectation.
 Table No.4: Table showing post-Purchase satisfaction level of the customer.
Customer’sRemark No.ofRespondent
Excellent 30
Good 45
Average 20
BelowAverage 5

Interpretation
It is observed that, 45% of the customers are highly satisfied with the Post
purchase services.
And 5% are dissatisfied with the Post purchase services.
Table No.5: Table showing customer priority with respect to characteristic.
Aspect No.ofRespondent
Comfort 12
Milage 26
Features 12
Looks 20
Price 24
Safety 6

Interpretation

It is observed that, 26% of the customers preferred Mileages as first preference

and 6% preferred safety and 12% pf the customer preferred comfort ,and 12%
preferred features ,and
20% prefer looks,and 24% prefer price.
 Table No.6: Table showing customer’s recommendation intention.
Customer’sRemark No.ofRespondent

Yes 72

No 28

Interpretation
It is observed that, 72% of the customers are ready to recommend the car to the
friends and relative, 28% are not ready to recommend.
Table No. 7: Table show easy availability of spare parts ?
Customer remarks No. Of respondent
Yes 83
No 17

Interpretation
It is observed that, 83% of the customers find easy availability of spare parts,
17% of customers
not find the easy availability of spare parts.
Table no. 8: In which sector do you think/feel maruti should improve ?
Improvement required No of respondent
Quality 47
Service 11
Price 34
Other 8

Interpretation
It is observed that, 47% customer feels maruti suzuki needs to improve quality
and 11%
Customer feels need to improve service and 34% need to improve price and 8%
customer
Feel maruti suzuki needs to improve other aspects.
TABLE NO. 9: Convenient of service network ?
Convenient of service network No of respondent
Very convenient 71
Modrate 21
In-convenient 8

Interpretation
It is observed that, 71% customer feel convenient of service network and 21%
customer feel modrate
convenient of service network. And 8% customer feel in-convenient of service
network.
Table no. 10: How do you feel when drive yours maruti suzuki car ?
Car feel while drive No of respondent
Comfortable 67
Modrate 41
Uncomfortable 26

Interpretation
It is observed that,67% customer feel comfortable while drive and 41%
customer feel modrate while drive
And 26% feel uncomfortable while drive.
Table no. 11: how do you feel on dealership facility ?
Dealership facility Response’s
Outstanding 67
Acceptable 17
Average 10
Unacceptable 6

Interpretation
It is observed that, 67% custmer feels dealership facility outstanding and 17%
customer feels dealership
Facility acceptable and 10% customer feels dealership facility average and 6%
customer feels unacceptable
Table no. 12 : How is the performance of the executive at the dealership ?
Performance of executive Repondent’s
Excellent 69
Good 19
Ok 8
Poor 4

Interpretation
It is observed that, 69% customer feel excellent performance of executive at
dealership and 19% cutosmer
Feels good performance and 8% feels ok performance and 4% customer feels
poor performance at
dealership.
Table no. 13: Car variant type purchase in maruti suzuki ?
Car variant Response’s
Petrol 78
Diseal 8
Gas cng 4
Hybrid 10

Interpretation
It is observed that,78% customer purchases petrol variant and 8% customer
purchases diseal variant and
4% customer purchases gas cng varient and 10% customer purchases hybrid
variant in maruti suzuki.
Table no. 15 : employees spent enough time with you before sale,during sale,after sale ?
Employees spent enough time Respondents
Yes 78
Moderate 16
No 6

Interpretation
It is observed that,78% customer says employees spent enough time and 16%
customer says employees
spent modrate time and 6% customer says employees not spent time.
 Tabe no. 16 : offered test drive of car ?

Offered test drive Response’s

Yes 98

No 2

Interpretation
It is observed that, 98% customer said that dealership provide test ride of car
and 2% customer said that dealership not provide test ride of car.
Table no. 17 : Responds to customer complains ?
Respondes to complains Responses
Quickly 82
Moderate 12
Slow 6
No response 2

Interpretation
It is observed that, 80% customer said that response to there complains are
quickly and 12% customer
Said that response to there complains are moderate and 6% customer said that
response to there complains is slow and 2% customer said that response to there
complain is not done
Table no. 18: Service at maruti service station ?
Service at station Responses
Excellent 77
Good 11
Average 7
Poor 5

Interpretation
It is observed that, 77% customer said that service at maruti serivce station is
excellent and 11% coustomer
said that service at maruti station is good and 7% customer said that service at
maruti station is average and
5% Said that serivce at maruti station is poor.
FINDINGS
 Company has created goodwill among the customers which will help them to
recommend car to friends and relatives.

 Most of the buyers are businessman and employees.

 Most preferred cars are suv’s and hatchbacks.

 Most of the costumer demands for petrol variant.

 Maruti suzuki must work on drive comfart.

 Maruti suzuki should improve qulity of the products.

 Customers are satisfied with the serice center and the working employees.
CONCLUSION

 It has been observed that most customers are satisfied with services similarly most of these
customers are dissatisfied with the quality of product the matter of concern for the company.
Maruti Suzuki needs to improve some parts of products specifically the interiors. High customer
satisfaction level helps the company to retain its existing customer as well as generate new
customer through word to mouth publicity.

 Customer satisfaction index is a good tool to make improvements in the products and services of
the company. And therefore, should utilize carefully & kept as confidential as possible.

 Customer satisfaction provides a leading indicator of consumer purchase intentions and loyalty.
"Customer satisfaction data are among the most frequently collected indicators of market
perceptions.
THANK YOU