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					Customer Satisfaction Survey of Maruti
        Suzuki India Limited




                                              SUBMITTED BY;

                                               Ajay bathri

                                              MBA




        MATA GUJRI COLLEGE, FATEHGARH SAHIB
    Maruti Suzuki India Ltd.

                  Maruti Suzuki India limited (MARUTI SUZUKI INDIA LIMITED) was
established in Feb 1981 through an Act of Parliament, to meet the growing demand of a
personal mode of transport caused by the lack of an efficient public transport system. It was
established with the objectives of - modernizing the Indian automobile industry, producing
fuel efficient vehicles to conserve scarce resources and producing indigenous utility cars for
the growing needs of the Indian population. A license and a Joint Venture agreement were
signed with the Suzuki Motor Company of Japan in Oct 1983, by which Suzuki acquired 26%
of the equity and agreed to provide the latest technology as well as Japanese management
practices. Suzuki was preferred for the joint venture because of its track record in
manufacturing and selling small cars all over the world. There was an option in the agreement
to raise Suzuki‟s equity to 40%, which it exercised in 1987. Five years later, in 1992, Suzuki
further increased its equity to 50% turning Maruti into a non-government organization
managed on the lines of Japanese management practices.




Maruti created history by going into production in a record 13 months. Maruti is the highest
volume car manufacturer in Asia, outside Japan and Korea, having produced over 5 million
vehicles by May 2005. Maruti is one of the most successful automobile joint ventures, and
has made profits every year since inception till 2000-01. In 2000-01, although Maruti
generated operating profits on an income of Rs 92.5 billion, high depreciation on new model
launches resulted in a book loss.




                        MATA GUJRI COLLEGE, FATEHGARH SAHIB
 History of Maruti

                   In 1970 , Sanjay Gandhi the son of Indira Gandhi envisioned the
manufacture of an indigenous , cost effective , low maintenance compact car for
the Indian middle class . Indira Gandhi‟s cabinet passed a unanimous resolution for
the development and production of a people‟s car. Sanjay Gandhi‟s company was
christened Maruti limited. The name of the car was chosen after a Hindu deity
named Maruti Ltd. That time Hindustan Motors‟ Ambassador was the chief car and
the company had come out with a new entrant the premier Padmini that worked
slowly gaining a part of the market share dominated by the ambassador. For the
next ten years the Indian car market had stagnated at a volume of 30,000 to 40,000
cars for the decade ending 1983.

. The collaboration heralded a revolution in the Indian car industry by producing
the maruti-800. It created a record of taking 13 months time to go from design to
rolling out cars from a production line.



                   The production of Maruti-800 in 1983 marked the beginning of
a revolution in the Indian automobile industry. It brought in the latest technology
of that time more fuel efficiency and lower prices that led to the creation of a huge
market for all car segments as the Indian, middle class grew in size. This in turn
brought in more players in this segment. A number of auxiliary car parts making
units were set up as more car manufacturers realized it was more cost effective to
make their car parts in India rather than importing them.



              Maruti‟s major influence was in helping the component industry in
the country because of its emphasis on localization and indigenization. As in the
beginning that sector hadn‟t grown much Maruti‟s had to start dozens of joint
ventures with Indian entrepreneurs. It got them from foreign collaborations that led

                    MATA GUJRI COLLEGE, FATEHGARH SAHIB
Mr. Manvinder Singh Banga                                   Mr. Tsuneo Ohashi

   (director)                                                (director)




Current Products of Maruti Suzuki

  1. 800 (Launched 1983)
  2. Omni (Launched 1984)
  3. Gypsy (Launched 1985)
  4. WagonR (Launched 2000)
  5. Alto (Launched 2000)
  6. Swift (Launched 2005)
  7. Estilo (Launched 2009)

                      MATA GUJRI COLLEGE, FATEHGARH SAHIB
 8. SX4 (Launched 2007)
 9. Swift DZire (Launched 2008)
10. A-star (Launched 2008)
11. Ritz (Launched 2009)
12. Eeco (Launched 2010)
 13. Grand Vitara (Launched 2007)



MARUTI PRODUCTS




MARUTI INSURANCE                      MARUTI DRIVING SCHOOL




              MATA GUJRI COLLEGE, FATEHGARH SAHIB
    MARUTI GENUINE ACCESSORIES
                                                           MARUTI TRUE VALUE



    MARUTI FINANCE

    Indian Four Wheeler Industry
                 The Four-Wheeler Industry in India has not quite matched up to the
performance of its counterparts in other parts of the world. The primary reason for this has
been the all-pervasive regulatory atmosphere prevailing till the opening up of the industry in
the mid-1990s. The various layers of legislative Acts sheltered the industry from external
competition for a long time. Moreover, the industry was considered low-priority as cars were
thought of as unaffordable luxury". Post Liberalization, the car market in India have been in
a burgeoning stage with all types of cars flooding the market in order to meet the demands of
Indian customers who are increasingly exposed to state of the world automobiles and want
the best when it comes to purchasing a car.


              It is expected that by 2030, the Indian car market will be the 3rd largest car
market across the globe. The main encouraging factors for the success story of the car
market in India are the increase in the opportunity for new investments, the rise in the GDP
rate, the growing per capita income, massive population, and high ownership capacity. The
liberalization policies followed by the Indian government had been inviting foreign players

                         MATA GUJRI COLLEGE, FATEHGARH SAHIB
 to participate in the car market in India. The recent trend within the new generation to get
 work in the software based sector has led to the rise in the income level and change in the
 lifestyle significantly, which has further led to the increase in the demand for luxurious cars
 among them.


                   The car Market in India is crowded with all varieties of car models like the
 small cars, mid-size cars, luxury cars, super luxury cars, and sports utility vehicles. Initially
 the most popular car model dominating the Car Market in India was the Ambassador, which
 however today gave way to numerous new models like Hyundai, Honda, Mercedes-Benz,
 BMW, Bentley and many others. Moreover, there are many other models of cars in the
 pipeline, to be launched in the car market in India. Some of the leading brands dominating
 the car market in India at present are


              Hindustan Motors, Reva Electric Car Co., Fiat India Private Ltd., Daimler
  Chrysler India Private Ltd, Ford India Ltd., Honda Siel Cars India Ltd., General Motors
  India, Hyundai Motors India Ltd., Skoda Auto India Private Ltd., and Toyota Kirloskar
  Motor Ltd. Since the demand for foreign cars are increasing with time, big brands like
  Mercedes Benz, Volkswagen, Aston Martin, Ferrari, and Rolls-Royce have long since made
  a foray into the Indian car market.

      Facts about Indian Car Market:
        Although the Indian automobile industry has come a long way since the deregulation
  in 1993, India does not rank well among its global peers in many respects, viz., the
  contribution of the sector to industrial output, number of cars per person, employment by
  the sector as a percentage of industrial employment, number of months' income required to
  purchase a car, and penetration of cars.


Figure:-Passenger vehicle stock per 100 people

      India is far behind from other countries with just 6.9 cars per 100 persons, while Unites
  States has 76.9 cars on per 100 persons. Among developing countries, Russia also stands
  ahead than India and China with 16.3 cars per 100 persons.

                           MATA GUJRI COLLEGE, FATEHGARH SAHIB
120


100                                              1.6
         6.9
                                                                        16.3
80                   40.8                                   41.3


60                                  76.9                                             Series 2
                                                                                     Series 1
40


20


  0
        INDIA       EUROPE           US        CHIINA       JAPAN      RUSSIA




               Two things that stunted growth of the Indian automobile industry in the past
 have been low demand and lack of vision on the part of the original equipment
 manufacturers (OEMs). However, the demand has picked up after the liberalization of the
 regulatory environment, and global OEMs who enjoy scale economies both in terms of
 manufacturing and research and development (R&D) entered the Indian market. This has
 resulted in a significant shift in the way business is conducted by suppliers, assemblers and
 marketers.


          Vision

             The leader in the India Automobile Industry, Creating Customer Delight and
 Shareholder‟s Wealth; A pride of India” We must be an internationally competitive company
 in terms of our products and services. We must retain our leadership in India and should also
 aspire to be among the global players.


           Mission

                            MATA GUJRI COLLEGE, FATEHGARH SAHIB
        To provide a wide range of modern, high quality fuel efficient vehicles in order to
meet the need of different customers, both in domestic and export markets. To provide
maximum value for money to their customers through continuous improvement of products
and services.


               Maruti has a network of 391 sales outlets across 230 cities all over India. The
service network covers 1,113 towns and cities, bolstered by 2,142 authorized service
outlets.The company's change in strategy and emphasis on developing effective marketing
communications was their highlights.




                        MATA GUJRI COLLEGE, FATEHGARH SAHIB
MARKET SCENERIO (2008-09)




        The company vouches for customer satisfaction. For its sincere efforts it has been rated
(by customers)first in customer satisfaction among all car makers in India for ten years in a row
in annual survey. Maruti Suzuki India Limited, a subsidiary of Suzuki Motor Corporation of
Japan, has been the leader of the Indian car market for over two decades.


        During 2007-08, Maruti Suzuki sold 764,842 cars, of which 53,024 were exported. In all,
over six million Maruti cars are on Indian roads since the first car was rolled out on 14 December
1983.




                           MATA GUJRI COLLEGE, FATEHGARH SAHIB
       PRODUCT PROFILE OF MARUTI SUZUKI INDIA
                   LIMITED LTD.

ALTO - LET’S GOS
The alto is a great combination of economy, practicality and styling. A runaway success on the
roads of Europe, it exemplifies the benchmark in build, quality and reliability in a compact car.
This is testified by the 24 hour endurance record set on August 3, 2003 of covering 3082 kms in
24 hours at an average speed of 128 kmph.




                           MATA GUJRI COLLEGE, FATEHGARH SAHIB
GRAND VITARA XL – 7 - LIVE THE GRAND LIFE

                    Live the grand life with the new GRAND VITARA XL –7. This luxurious 7
seater, 4 wheel drive sports utility vehicle comes equipped with a powerful V6 engine, 166 bhp of
power and 236 Nm of torque. Which enables you to conquer any terrain with utmost ease?
Enjoyed by both the adventurous and successful, the new restyled Grand Vitara XL –7 is now
available in India directly imported from Suzuki, Japan.

GYPSY – ADVENTURES UNLIMITED

                  Be it the wild outdoors or the urban jungle, the Gypsy King glide by with ease.
The adventurous streak runs through all the gypsy siblings. This 1300 cc off – road vehicle
combines the raw of 80 bhp (at 6000rpm) with superb 4 – wheel drive maneuverability and a
rugged frame (it‟s available in both soft and hard top versions). It‟s useful fifth gear, of course,
delivers over drive for on – road cruising.

OMNI – FITS ALL

                The Omni is truly India‟s Original Maruti suzuki india limitedtipurpose Vehicle.
Today it is available in six avatars – 5 seater, 8 seater, cargo, ambulance, CNG and LPG. It meets
diverse needs across different user segments and can double up both as a people carrier and a
goods carrier. This faithful workhouse is easy on the pocket, yet tough on the job.

MARUTI 800 - CHANGE YOUR LIFE

              It has gone beyond being just a car; it has actually changed the lifestyles of
countless people, by bringing the joy of motoring to millions across the length and the breadth of
the country. Standing testimony to this claim is the fact that more than 2 millions Maruti 800s
have been sold till date. Today, India best selling continues to be the final word on value and
economy at the entry-level segment.




                            MATA GUJRI COLLEGE, FATEHGARH SAHIB
WAGON R-INSPIRIED ENGINEERING

                  The Wagon R‟S original tall body design, spaciousness, ergonomically
designed interior and flexible seating all set it apart from other cars. It complements the buyers
unique personality enables him to live a maruti suzuki india limitedti-dimensional life by the
sheer excellence of its engineering and its versatility.

ZEN –SURRENDER TO THE NEW ZEN

                    If you are looking for a car with drop – dad looks and unmatched
performances, then you need look beyond the Zen. With its new contemporary and aggressive
look, the Zen preserves its core values of driver appeal, unmatched reliability and economy.
600000 satisfied customers in India and around the world bear testimony to this fact.



SWIFT- YOU ARE THE FUEL

                  The hot looks, sexy interiors, the automatic climate control, the air bags, the
power steering moreover, all so affordable. The wait is over. Swift has entered MARUTI
SUZUKI INDIA LIMITED‟s portfolio. What are you waiting for?




       A-STAR-STOP @ NOTHING

                  Powered by state of art 998 cc engine, it‟s the best fuel efficient car in its
category with, mileage coming around 20km per liter.




                           MATA GUJRI COLLEGE, FATEHGARH SAHIB
       SX-4 – MEN ARE BACK

                Revolutionary European design, world class “drive by wire” .Most spacious in its
class, Steering mounted audio controls; with maximum ground clearance, high on safety with
dual airbags.



SWIT DZIRE- THE HEART CAR

              A car having everything you desire stunning looks, luxurious interiors, enough
power to capture your heart. Just slide in desire and take it for a spin. Its sure steal many of hearts
including yours.



Ritz -“Live the Moment”

            Model of 2009 known by the name Suzuki splash having attractive back with
maximum ground clearance




                             MATA GUJRI COLLEGE, FATEHGARH SAHIB
       OBJECTIVE OF THE COMPANY

                  Maruti‟s marketing objective is to continually offer the customer new products
and services that: reduce the
the customer‟s needs and preferences in all aspects and stages of car ownership, to provide what
they refer to as the “360 degree customer experience.”
They sell ten models with more than 50 variants in segments A, B, C, and utility vehicle segment
of the Indian passenger car market. Of these, they manufacture nine models and import the Grand
Vitara as a completely built unit from Suzuki in Japan. Their models and variants are designed to
address the changing demands of the market and are periodically upgraded in technology, styling
and features. To take advantage of the brand recognition associated with their products, they
retain the brand name of the product through various stages of product upgrades over time. For
example, the version of the Maruti 800 brand currently sold in the market is a significantly
upgraded version, in terms of technology, design and styling, of the Maruti 800 launched in 1983.



                  GRADE                                   CAR
                       A                             Maruti 800
                       A                               OMNI
                       B                                Zen
                       B                              Wagon R
                       B                                Alto
                       C                               D zire
                       C                                SX4
                       C                               EECO
                       C                              SWIFT
                Utility Vehicle                     GYPSY KING
                Utility Vehicle                    GRAND VITARA




                           MATA GUJRI COLLEGE, FATEHGARH SAHIB
    4Ps:-
       Product
                       Price
                                    Place
                                               Promotion




Product Strategy:-


       Portfolio of 12 products
       Five product lines



    Product Line             Products
    A1                       800
    A2                       Alto, Zen ,Wagon –R, Swift, A-star
    A3                       D ZiRE, Sx4
    SUV                      Vitara, Gypsy
    C - Class                Omni, EECO




                    MATA GUJRI COLLEGE, FATEHGARH SAHIB
       Price Strategy:-

The price of the Maruti car is between Rs. 210000 to Rs. 1500000. Maruti – 800 is the lowest
price car of this company. Alto, Omni, Wagon R, are also the low price car of the company, Zen
& Esteem are the mid price car of the company. But Grand Vitara is the high price model of the
company. The price of car is decided according to its product variety, quality, design etc.


        Place strategy:-
600 New car sales outlets covering 393 cities.
265 „Maruti True Value‟ outlets spread across 166 cities.
2628 Maruti Authorized Service Stations, covering 1220 cities.
Tie up with Adani group for exporting 200,000 units through Mnudra port Gujarat


Suggested Place strategy:-
400 new car sales outlets in next three years.
S150 new true value shops in next three years.
1200 new Maruti Authorized Service Stations in next three years.
Tie up with other distributors for Exports.

Promotion Strategy:-
       Advertising
        TV Ads
        Print Ads
        Radio Ads



                            MATA GUJRI COLLEGE, FATEHGARH SAHIB
SWOT Analysis:-




              MATA GUJRI COLLEGE, FATEHGARH SAHIB
     STRENGTHS
Bigger name in the market
Trust of People
Maruti suzuki india limited Ltd. is the market leader for more than a decade.
Has a great dealership chain in the market.
Better after sales service
 Low maintenance cost of vehicle

WEAKNESSES




OPPURTUNITIES


                                      ortunity to be the king of market in every
 stage of industry



THREATS

 MNCs.

         hardly any diesel models
           – Rs. 1.5 lakh car



                     MATA GUJRI COLLEGE, FATEHGARH SAHIB
Portfolio Analysis




MATRIX Of MARUTI SUZUKI


STAR: The Company has long run opportunity for growth and profitability. They
have high relative market share and high Growth rate. SWIFT, SWIFT DESIRE AND
ZEN ESTILO is the fast growing and has potential to gain substantial profit in the
market.




                    MATA GUJRI COLLEGE, FATEHGARH SAHIB
QUESTION MARK: there are also called as wild cats that are new products
with potential for success but there cash needs are high And cash generation is
low. In auto industry of MARUTI SX4, GRAND VITARA, ASTAR there has been
improve the organization reputation

As they want successful not only in Indian market but as well as in global market.




CASH COW: It has high relative market share but compete in low growth rate
as they generate cash in excess of their needs.

MARUTI 800, ALTO AND WAGNOR have fallen to ladder 3 & 4 due to introduction
of ZEN ESTALIO and A STAR.




DOG: The dogs have no market share and do not have potential to bring in
much cash.BALENO, OMINI, VERSA There business have liquidated and trim down
thus The strategies adopted are that are harvest, divest and drop.




BCG matrix    can serves as a simple tool for viewing a corporation’s business
portfolio at a glance , and may serves as a starting point for discussing resource
allocation among strategic business units.




                    MATA GUJRI COLLEGE, FATEHGARH SAHIB
MATA GUJRI COLLEGE, FATEHGARH SAHIB
MATA GUJRI COLLEGE, FATEHGARH SAHIB
  CURRENT STRATEGIES FOLLOWED BY MARUTI SUZUKI

PRICING STRATEGY - CATERING TO ALL SEGMENTS

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


   Sl.No.         BRAND                  VARIANTS            PRICE IN PATIALA (Rs.)
      1        GRAND VITARA                MT                      17,24,074
                                  AT        AT                     18,57,761


     3              SX4                     VXI                     6,97,329

                                            ZXI                     8,71,374
     4          MARUTI EECO              7 SEATER                   2,98,702

                                         5 SEATER                   2,74,906
     5         MARUTI SWIFT                 LXi                     4,25,674

                                            VDi                     5,32,020
                                            ZXi                     5,41,940
     6        MARUTI WAGON-R                LX                      3,34,019

                                            LXi                     3,66,038
                                           VXI                      3,90,359
                                         VXI (ABS)                  4,21,578

     7         MARUTI GYPSY               1.3L ST                   5,22,429




                          MATA GUJRI COLLEGE, FATEHGARH SAHIB
                                          HT                     5,47,788
   8       MARUTI ZEN ESTILO              LX                     3,28,407

                                         LXI                     3,62,857
                                         VXI                     3,86,454

   9          MARUTI OMNI               CARGO                    2,21,923

                                      CARGO LPG                  2,05,379
  10            RITZ LXI                 LXI                     4,07,980
                RITZ ZXI Z               ZXI                     5,05,127
                RITZ VDI                 VDI                     5,37,512

  11          MARUTI ALTO                 LX                     2,65,605

                                          LXI                    2,88,601

  12           MARUTI 800                STD                     2,17,269
                                       A/C MPFI                  2,34,365




   OFFERING ONE STOP SHOP TO CUSTOMERS OR
   CREATING DIFFERENT REVENUE STREAMS

          Maruti has successfully developed different revenue streams without making huge
investments in the form of MDS, N2N, Maruti Insurance and Maruti Finance. These help
them in making the customer experience hassle free and helps building customer
satisfaction.


Maruti Finance: In a market where more than 80% of cars are financed, Maruti has
strategically entered into this and has successfully created a revenue stream for Maruti.
This has been found to be a major driver in converting a Maruti car sale in certain cases.
Finance is one of the major decision drivers in car purchase. Maruti has tied up with 8

                       MATA GUJRI COLLEGE, FATEHGARH SAHIB
finance companies to form a consortium. This consortium comprises Citicorp Maruti,
Maruti Countrywide, ICICI Bank, HDFC Bank, Kotak Mahindra, Sundaram Finance,
Bank of Punjab and IndusInd Bank Ltd.( erstwhile-Ashok Leyland Finance).
    Maruti Insurance : Insurance being a major concern of car owners. Maruti has
brought all car insurance needs under one roof. Maruti has tied up with National Insurance
Company, Bajaj Allianz, New India Assurance and Royal Sundaram to bring this service for
its customers. From identifying the most suitable car coverage to virtually hassle-free claim
assistance it's your dealer who takes care of everything. Maruti Insurance is a hassle-free
way for customers to have their cars repaired and claims processed at any Maruti dealer
workshop in India.



  True Value – Initiative to capture used car market
                 Another significant development is MARUTI SUZUKI INDIA LIMITED's
entry into the used car market in 2001, allowing customers to bring their vehicle to a
'Maruti True Value' outlet and exchange it for a new car, by paying the difference. They are
offered loyalty discounts in return.This helps them retain the customer. With Maruti True
Value customer has a trusted name to entrust in a highly unorganized market and where
cheating is rampant and the biggest concern in biggest driver of sale is trust. Maruti knows
its strength in Indian market and has filled this gap of providing trust in Indian used car
market. Maruti has created a system where dealers pick up used cars, recondition them, give
them a fresh warranty, and sell them again. All investments for True Value are made by
dealers. Maruti has build up a strong network of 172 showrooms across the nation. The used
car market has a huge potential in India. The used car market in developed markets was 2-3
times as large as the new car market.
   N2N: Car maintenance is a time-consuming process, especially if you own a fleet.
Maruti‟s N2N Fleet Management Solutions for companies, takes care of the A-Z of
automobile problems. Services include end-to-end backups/solutions across the vehicle‟s
life: Leasing, Maintenance, Convenience services and Remarketing.
Maruti Driving School (MDS):                 Maruti has established this with the goal to
capture the market where there is inhibition in buying cars due to inability to drive the car.
This brings that customer to Maruti showroom and Maruti ends up creating a customer.




                        MATA GUJRI COLLEGE, FATEHGARH SAHIB
    CUSTOMER CENTRIC APPROACH

  Maruti‟s customer centricity is very much exemplified by the five times consecutive wins
at J D Power CSI Awards. Focus on customer satisfaction is what Maruti lives with. Maruti
has successfully shed off the public- sector laid back attitude image and has inculcated the
customer-friendly approach in its organization culture. The customer centric attitude is
imbibed in its employees. Maruti dealers and employees are answerable to even a single
customer complain. There are instances of cancellation of dealerships based on customer
feedback.
               Maruti has taken a number of initiatives to serve customer well. They have
even changed their showroom layout so that customer has to walk minimum in the
showroom and there are norms for service times and delivery of vehicles. The Dealer Sales
Executive, who is the first interaction medium with the Maruti customer when the customer
walks in Maruti showroom, is trained on greeting etiquettes. Maruti has proper customer
complain handling cell under the CRM department. The Maruti call center is another effort
which brings Maruti closer to its customer. Their Market Research department remains on
its toes to study the changing consumer behaviour and market needs.Maruti enjoys seventy
percent repeat buyers which further bolsters their claim of being customer friendly. Maruti
is investing a lot of money and effort in building customer loyalty programmes.


    COMMITTED TO MOTORIZING INDIA

    Maruti is committed to motorizing India. Maruti is right now working towards making
things simple for Indian consumers to upgrade from two-wheelers to the car. Towards this
end, Maruti partnerships with State Bank of India and its Associate Banks took organized
finance to small towns to enable people to buy Maruti cars. Rs. 2599 scheme was one of the
outcomes of this effort.
       Maruti expects the compact cars, which currently constitute around 80% of the
market, to be the engine of growth in the future. Robust economic growth, favorable
regulatory framework, affordable finance and improvements in infrastructure favor growth


                        MATA GUJRI COLLEGE, FATEHGARH SAHIB
   of the passenger vehicles segment. The low penetration levels at 7 per thousand and rising
   income levels will augur well for the auto industry.
      Maruti is busy fine-tuning another innovation. While researching they found that rural
   people had strange notions about a car - that the EMI (equated monthly instalments) would
   range between Rs 4,000 and Rs 5,000. That, plus another Rs 1,500-2,000 for monthly
   maintenance, another Rs 1,000 for fuel (would be the cost of using the car). To counter that
   apprehension, the company is working on a novel idea. Control over the fuel bill is in the
   consumer's hands. But, maintenance need not be. Says Khattar: "What the company is
   doing now is saying how much you spend on fuel is in your hands anyway. As far as the
   maintenance cost is concerned, if you want it that way, we will charge a little extra in the
   EMI and offer free maintenance."



        MARUTI EMERGING AS R&D HUB FOR SUZUKI MOTOR
                       CORPORATION


              Japanese auto major Suzuki is all set to convert Maruti suzuki india limited Ltd‟s
research and development (R&D) facility as its Asia hub by 2007 for the design and development
of new compact cars, according to a top official of the firm. The country‟s leading car
manufacturer will make substantial investments to upgrade its research and development centre at
Gurgaon in Haryana for executing design and development projects for Suzuki. This includes
localisation, modernisation and greater use of composite technologies in upcoming models.


               The company will be hiring more software engineers and technocrats to handle
Suzuki‟s R&D projects. Investment would be more in terms of manpower than in infrastructure,
which is already in place. Apart from working on innovative features, the R&D teams will focus
on latest technologies using CAD-CAM tools to roll out new models that will meet the needs of
MARUTI SUZUKI INDIA LIMITED‟s diverse customers in the future.




                           MATA GUJRI COLLEGE, FATEHGARH SAHIB
       KEY SUCCESS FACTORS


(1)The Quality Advantage

Maruti Suzuki owners experience fewer problems with their vehicles than any other car
manufacturer in India (J.D. Power IQS Study 2004). The Alto was chosen No.1 in the premium
compact car segment and the Esteem in the entry level mid - size car segment across 9
parameters.


(2)A Buying Experience Like No Other

Maruti Suzuki has a sales network of 307 state-of -the-art showrooms across 189 cities, with a
workforce of over 6000 trained sales personnel to guide MARUTI SUZUKI INDIA LIMITED
customers in finding the right car.


(3)Quality Service Across 1036 Cities

In the J.D. Power CSI Study 2004, Maruti Suzuki scored the highest across all 7 parameters: least
problems experienced with vehicle serviced, highest service quality, best in-service experience,
best service delivery, best service advisor experience, most user-friendly service and best service
initiation experience.
92% of Maruti Suzuki owners feel that work gets done right the first time during service. The
J.D. Power CSI study 2004 also reveals that 97% of Maruti Suzuki owners would probably
recommend the same make of vehicle, while 90% owners would probably repurchase the same
make of vehicle.




                           MATA GUJRI COLLEGE, FATEHGARH SAHIB
(4)One Stop Shop

At Maruti Suzuki, customers will find all car related needs met under one roof. Whether it is easy
finance, insurance, fleet management services, exchange- Maruti Suzuki is set to provide a
single-window solution for all car related needs.


(5) The Low Cost Maintenance Advantage

The acquisition cost is unfortunately not the only cost customers face when buying a car.
Although a car may be affordable to buy, it may not necessarily be affordable to maintain, as
some of its regularly used spare parts may be priced quite steeply. Not so in the case of a Maruti
Suzuki. It is in the economy segment that the affordability of spares is most competitive, and it is
here where Maruti Suzuki shines.


(6)Lowest Cost of Ownership

The highest satisfaction ratings with regard to cost of ownership among all models are all Maruti
Suzuki vehicles: Zen, Wagon R, swift dzire, Maruti 800, Alto and Omni.


(7) Technological Advantage

It has introduced the superior 16 * 4 Hypertech engines across the entire Maruti Suzuki range.
This new technology harnesses the power of a brainy 16-bit computer to a fuel-efficient 4-valve
engine to create optimum engine delivery. This means every Maruti Suzuki owner gets the ideal
combination of power and performance from his car.




                            MATA GUJRI COLLEGE, FATEHGARH SAHIB
       NEW INITIATIVES IN MARUTI SUZUKI LIMITED (one stop
       shop to meet all your needs)




                  In an effort to become a complete car company, Maruti has entered the car
insurance business as well. It offers the customer all the advantages of settling insurance claims
directly with any of the company‟s authorized dealers. Maruti Insurance is one of the most
renowned car insurance companies in India. The company has ties up with Bajaj Allianz,
National Insurance Company, Royal Sundaram, and New India Assurance. Car insurance policy
of Maruti Insurance is a single solution to all your car insurance needs, which may include instant
policy issuance to post accident repairs on near cash-less basis. Automobileindia.com furnishes
detailed information on Maruti Insurance.


The Basics Features of Maruti Insurance:
Car insurance under Maruti Insurance has a few basic features. Automobileindia.com furnishes
detailed information on Maruti Insurance.
•      Maruti provides motor insurance for Maruti vehicles only, which excludes Third Party
policies.
•      Maruti Insurance is available to customers only through Maruti dealer network all over
India.
•      Maruti Insurance provides insurance for Maruti vehicles up to 7 years old. One of the
biggest plus points of insuring under Maruti Insurance, the vehicle can remain under cover as
long as it lasts.


                           MATA GUJRI COLLEGE, FATEHGARH SAHIB
Advantages of insuring with Maruti Insurance: Maruti Insurance offers a number of advantages,
which contributes to its immense popularity. Automobileindia.com furnishes detailed information
on Maruti Insurance.




This business provides complete fleet solutions to corporate and institutions. Branded Maruti
N2N, this service includes the following: customized car policies, economical car leasing,
maintenance, servicing, registration, insurance, emergency assistance, accident management and
eventual re-sale of cars.




                 Maruti Finance offers the best finance packages to consumers across the entire
Maruti range. The service is being extended across the country in a phased manner Maruti is the
leading company in the Indian passenger car market. A market share of 54 per cent followed by a
host of popular models in various segments like Maruti 800, Omni, Esteem, Baleno, Swift and
the like has ensured that Maruti continues to be a major force in the Indian automobile market.
However, to maintain its prominent position in the midst of increasingly expanding Indian
automobile market and the entry of Indian and foreign auto majors, Maruti has come up with a
number of innovations and Maruti Car Finance is one of the popular such option.As part of the
Maruti car finance, the company has entered into tie-ups with leading banks and financial
institutions in the country.Maruti provides for financing help with the State Bank of India (SBI),
CitiBank, Kotak Mahindra Bank and a few othersIn addition to, Maruti Countrywide and Citicorp
Maruti Finance are the two joint ventures of Maruti with the leading names like GE Capital and
CitiBank that provides for financing and loan assistance for buying all categories of Maruti cars..




                           MATA GUJRI COLLEGE, FATEHGARH SAHIB
       MARUTI GENUINE ACCESSORIES


A single point of contact,Hassle-free transactions,Emergency Assistance ,Virtually Cashless
Repairs Post accident repairs and insurance support at any dealer workshop. Maruti Suzuki
Genuine Parts and Accessories are priced very competitively and offer a customer best value for
money and quality. Browse through the complete range of accessories and contact the nearest
dealer for more details.

        MARUTI TRUE VALUE
       Maruti has taken its first steps in the pre-owned car business under the brand name of
       Maruti True Value. Using their technological expertise, network support and the
       experience they have gained in the last 18 years, the company ensures the customers gets
       great value and completes the transaction zero hassles.




.ANYTIME              MARUTI
       Maruti Suzuki has also set up state-of-the-art call centers (operational in Delhi, Gurgaon,
       Mumbai, Chennai, Bangalore and Hyderabad) Branded Anytime Maruti, this 24 hour
       help-line clarifies all doubts and queries regarding Suzuki any time of the day or night.
       The toll free no. is 1800-1800-180.




                           MATA GUJRI COLLEGE, FATEHGARH SAHIB
Maruti Suzuki launches Alto-K10 (4 AUG 2010)




On the occasion of Alto-K10 launch, Mr. Shinzo Nakanishi, Managing Director
and CEO, Maruti Suzuki India, said “The Alto's package of performance, fuel
efficiency and attractive cost of ownership have together made it India's most
popular car. The Alto-K10 will take this forward. There are a growing number of
first time buyers who seek more power, performance and attitude in their car,
without having to stretch all the way to buy a higher segment car. The Alto-K10 is
meant for them”.

Highlights of Alto-K10

     Fuel efficiency: 20.2 km per litre - the highest among petrol cars in A2
segment

      Performance: Alto-K10 can accelerate from 0 to 100 kmph in just 13.3
seconds



                   MATA GUJRI COLLEGE, FATEHGARH SAHIB
        Market Research Project

Title – “Customer Satisfaction Survey of Maruti Suzuki
India limited”


Project involves:


-Introduction about Maruti

-Quantitative research

-Awareness regarding the facilities provided by Maruti

-Overall opinion about Maruti



Research Methodology:


The purpose of methodology is to describe the process involved in
research work. This includes the overall research design, data
collection method, the field survey and the analysis of data.

Research Objective:


To find the satisfaction amongst the customers of Maruti.

                 MATA GUJRI COLLEGE, FATEHGARH SAHIB
Research Design:


Detailed and structured questionnaire was designed.

Survey a sample of 100 customers.

The methodology developed was Primary and Secondary research.

The questionnaire was designed to get information from customers
about their satisfaction and overall opinion about Maruti.



Sources of Data:


Primary data

Secondary data



Field of Survey:


The field work for the survey was conducted in Patiala. The exercise
involved face to face interview with the customers.

Analysis:


The important factors and data’s collected were sequentially
analyzed and graphed.



                 MATA GUJRI COLLEGE, FATEHGARH SAHIB
MATA GUJRI COLLEGE, FATEHGARH SAHIB
Q1. Knowledgeable sales person?
                                     No.Of
Knowledgeable Salesperson            Respondents              Percentage

Strongly Disagree                    0                        0%

Disagree                             0                        0%

Neither Disagree Nor Agree           0                        0%

Agree                                86                       86%

Strongly Agree                       14                       14%




    90                                    Strongly Disagree
    80
    70
    60                                    Disagree
    50
    40                                    Neither Disagree Nor
    30                                    Agree
    20
    10                                    Agree
     0
            No. of      Percentage        Strongly Agree
         Respondents




86% people agreed that the sales persons are knowledgeable and 14% strongly
disagreed that the sales persons are knowledgeable.




                       MATA GUJRI COLLEGE, FATEHGARH SAHIB
Q2. Employees spent enough time with you before sales?




Employees spent enough time No.of
with you before sales       Respondents                 Percentage

Strongly Disagree                 0                     0%

Disagree                          0                     0%

Neither Disagree Nor Agree        0                     0%

Agree                             64                    64%

Strongly Agree                    36                    36%




    70
    60                                 Strongly
                                       Disagree
    50
                                       Disagree
    40
    30                                 Neither Disagree
                                       Nor Agree
    20
                                       Agree
    10
                                       Strongly Agree
    0
    No. of Respondents



64% people agreed that the sales persons spent enough time with them before the
sales and 36% strongly agreed with this.


                    MATA GUJRI COLLEGE, FATEHGARH SAHIB
Q3. Employees spent enough time with you during sales?




Employees spent enough time No.of
with you during sales       Respondents             Percentage

Strongly Disagree                 0                 0%

Disagree                          4                 4%

Neither Disagree Nor Agree        0                 0%

Agree                             62                62%

Strongly Agree                    34                34%




   70

   60
                                 Strongly
   50                            Disagree
                                 Disagree
   40

   30                            Neither Disagree
                                 Nor Agree
   20                            Agree
   10
                                 Strongly Agree
    0
    No. of Respondents




62% agreed that sales persons spent enough time with them during the sales ,
while 34% strongly agreed that the sales persons spent enough time with them
during sales and only 4% disagreed with this.



                    MATA GUJRI COLLEGE, FATEHGARH SAHIB
Q4. Employees spent enough time with you after sales?



Employees spent enough time No.of
with you after sales        Respondents                 Percentage

Strongly Disagree                   0                   0%

Disagree                            22                  22%

Neither Disagree Nor Agree          0                   0%

Agree                               54                  54%

Strongly Agree                      26                  26%




    60
                                    Strongly Disagree
    50
    40                              Disagree

    30
                                    Neither Disagree
    20                              Nor Agree

    10                              Agree

     0                              Strongly Agree
     No. of Respondents




60% agreed that the sales persons spent enough time with them after sales ,26% strongly
agreed with this and 14% disagreed that the sales persons spent enough time with them
after sales.




                     MATA GUJRI COLLEGE, FATEHGARH SAHIB
Q5.Display of merchandize strongly disagree?



                                   No.of
Display of Merchandize             Respondents              Percentage

Strongly Disagree                  0                        0%

Disagree                           0                        0%

Neither Disagree Nor Agree         0                        0%

Agree                              94                       94%

Strongly Agree                     6                        6%




    100
     90                                 Strongly Disagree
     80
     70                                 Disagree
     60
     50
     40                                 Neither Disagree Nor
     30                                 Agree
     20
     10                                 Agree
      0
             No. of   Percentage        Strongly Agree
          Respondents




94% agreed that the display of merchandize was attractive and 6% strongly agreed
that the display of merchandize was attractive.




                     MATA GUJRI COLLEGE, FATEHGARH SAHIB
Q6. Availability of the Product



                                    No.Of
Availability of the Product         Respondents         Percentage

Strongly Disagree                   0                   0%

Disagree                            4                   4%

Neither Disagree Nor Agree          0                   0%

Agree                               91                  91%

Strongly Agree                      5                   5%




    100
     90
     80                             Strongly Disagree
     70
                                    Disagree
     60
     50
                                    Neither Disagree
     40                             Nor Agree
     30
                                    Agree
     20
     10
                                    Strongly Agree
      0
     No. of Respondents



91% agreed that the availability of the product was there, 5% strongly agreed that the
availability was there while only 4% said they disagreed with this.




                     MATA GUJRI COLLEGE, FATEHGARH SAHIB
Q7. Variety/Selection of Merchandize



                                        No.of
Variety/Selection of Merchandize        Respondents       Percentage

Strongly Disagree                       0                 0%

Disagree                                6                 6%

Neither Disagree Nor Agree              0                 0%

Agree                                   87                87%

Strongly Agree                          7                 7%




    90
                                   Strongly Disagree
    80
    70
    60                             Disagree
    50
    40                             Neither Disagree
    30                             Nor Agree
    20                             Agree
    10
     0
                                   Strongly Agree
     No. of Respondents




87% agreed that there was variety/selection of merchandize whereas 7% strongly
agreed that enough variety was there and 6% disagreed with this.




                    MATA GUJRI COLLEGE, FATEHGARH SAHIB
Q8. Vehicle in Good Condition



                                  No.of
Vehicle in Good Condition         Respondents       Percentage

Strongly Disagree                 0                 0%

Disagree                          2                 2%

Neither Disagree Nor Agree        0                 0%

Agree                             82                82%

Strongly Agree                    16                16%




    90
    80                          Strongly Disagree
    70
    60                          Disagree
    50
    40                          Neither Disagree
    30                          Nor Agree
    20                          Agree
    10
     0                          Strongly Agree
     No. of Respondents




82% agreed that the vehicle was in good condition when delivered ,16% strongly
agreed with this whereas only 2% disagreed with this.




                    MATA GUJRI COLLEGE, FATEHGARH SAHIB
Q9. Prices Are Affordable




                                     No.of
Prices Are Affordable                Respondents                 Percentage

Strongly Disagree                    0                           0%

Disagree                             12                          12%

Neither Disagree Nor Agree           15                          15%

Agree                                21                          21%

Strongly Agree                       52                          52%




    60                                    Strongly Disagree

    50
                                          Disagree
    40
    30
                                          Neither Disagree Nor
    20                                    Agree
    10
                                          Agree
     0
            No. of     Percentage         Strongly Agree
         Respondents




64% strongly agreed that the prices are affordable , 21% agreed that the prices are
affordable whereas only 15% said that they neither disagreed nor agreed with this.




                       MATA GUJRI COLLEGE, FATEHGARH SAHIB
Q10. Attractive Discounts Offered
                                    No.of
Attractive Discounts Offered        Respondents        Percentage

Strongly Disagree                   0                  0%

Disagree                            26                 26%

Neither Disagree Nor Agree          0                  0%

Agree                               47                 47%

Strongly Agree                      27                 27%




    60                             Strongly Disagree
    50
    40                             Disagree

    30
                                   Neither Disagree
    20                             Nor Agree

    10                             Agree

     0
     No. of Respondents            Strongly Agree




55% agreed that the discounts offered are attractive , 34% strongly agreed with this
while 11% disagreed and said that the discounts offered were not attractive.




                      MATA GUJRI COLLEGE, FATEHGARH SAHIB
Q11. Décor Of The Waiting Area Is Pleasing




Décor Of The Waiting Area Is No.of
Pleasing                     Respondents                 Percentage

Strongly Disagree                  0                     0%

Disagree                           0                     0%

Neither Disagree Nor Agree         0                     0%

Agree                              80                    80%

Strongly Agree                     20                    20%




     80
                                        Strongly Disagree
     70
     60
     50                                 Disagree
     40
     30                                 Neither Disagree Nor
     20                                 Agree
     10                                 Agree
      0
             No. of   Percentage        Strongly Agree
          Respondents




80%agreed that the décor of the waiting area was pleasing while 20% strongly agreed
that the décor of the waiting area was pleasing




                     MATA GUJRI COLLEGE, FATEHGARH SAHIB
Q12. Offered A Test Drive



                                            No.of
Offered A Test Drive                        Respondents              Percentage

Strongly Disagree                           0                        0%

Disagree                                    20                       20%

Neither Disagree Nor Agree                  0                        0%

Agree                                       74                       74%

Strongly Agree                              6                        6%




   80                                            Strongly Disagree

   70
   60                                            Disagree
   50
   40                                            Neither Disagree Nor
   30                                            Agree
   20
                                                 Agree
   10
    0
                                                 Strongly Agree
        No. of Respondents     Percentage




74%agreed that the test drive was offered to them ,6% strongly agreed that the test
drive was offered while 20% disagreed with this.




                             MATA GUJRI COLLEGE, FATEHGARH SAHIB
Q13. Post Sales Follow Up Done Regularly




Post Sales    Follow     Up   Done No.of
Regularly                          Respondents         Percentage

Strongly Disagree                     0                0%

Disagree                              15               15%

Neither Disagree Nor Agree            0                0%

Agree                                 59               59%

Strongly Agree                        26               26%




    60
                                            Strongly Disagree
    50
    40                                      Disagree

    30
                                            Neither Disagree Nor
    20                                      Agree

    10                                      Agree

     0
                                            Strongly Agree
            No. of       Percentage
         Respondents




59%agreed that the post sales follow ups are done regularly , 26% srongly agreed and
15%disagreed with this.



                       MATA GUJRI COLLEGE, FATEHGARH SAHIB
Q14. Responds To complaints Quickly

                                    No.of
Responds To complaints Quickly      Respondents      Percentage

Strongly Disagree                   0                0%

Disagree                            9                9%

Neither Disagree Nor Agree          12               12%

Agree                               61               61%

Strongly Agree                      18               18%




    70
    60                           Strongly
                                 Disagree
    50
                                 Disagree
    40
    30                           Neither Disagree
                                 Nor Agree
    20
                                 Agree
    10
     0                           Strongly Agree
    No. of Respondents




64% agreed that the response to complaints is quick ,18% strongly agreed , 12% neither
agreed nor disagreed and 6% disagreed with this.




                     MATA GUJRI COLLEGE, FATEHGARH SAHIB
Q15. Service At Maruti Service Station Is Excellent



Service At Maruti Service Station Is No.of
Excellent                            Respondents          Percentage

Strongly Disagree                   0                     0%

Disagree                            4                     4%

Neither Disagree Nor Agree          0                     0%

Agree                               82                    82%

Strongly Agree                      14                    14%




     90
                                         Strongly Disagree
     80
     70
     60                                  Disagree
     50
     40
                                         Neither Disagree Nor
     30
                                         Agree
     20
     10                                  Agree
      0
              No. of   Percentage        Strongly Agree
           Respondents




82% said that the service at maruti service station is excellent , 14% strongly agreed
while only 4% disagreed with this.



                      MATA GUJRI COLLEGE, FATEHGARH SAHIB
Q16. Careful With Personal Information


                                    No.of
Careful With Personal Information   Respondents           Percentage

Strongly Disagree                   0                     0%

Disagree                            0                     0%

Neither Disagree Nor Agree          8                     8%

Agree                               85                    85%

Strongly Agree                      7                     7%




     90
     80                                  Strongly Disagree
     70
     60                                  Disagree
     50
     40
                                         Neither Disagree
     30
                                         Nor Agree
     20
     10                                  Agree
      0
              No. of   Percentage        Strongly Agree
           Respondents




85% agreed that yes they were careful with personal information, strongly agreed with
this and 8% neither agreed nor disagreed.



                      MATA GUJRI COLLEGE, FATEHGARH SAHIB
Q17. All The Commitments Are Fulfilled


                                    No.of
All The Commitments Are Fulfilled   Respondents         Percentage

Strongly Disagree                   0                   0%

Disagree                            7                   7%

Neither Disagree Nor Agree          0                   0%

Agree                               6                   6%

Strongly Agree                      87                  87%




     90                             Strongly Disagree
     80
     70
     60                             Disagree
     50
     40                             Neither Disagree
     30                             Nor Agree
     20
                                    Agree
     10
      0
      No. of Respondents            Strongly Agree




94% strongly agreed that all the commitments were fulfilled and 6% agreed with this.




                      MATA GUJRI COLLEGE, FATEHGARH SAHIB
Q18. Value For Money


                                    No.of
Value For Money                     Respondents              Percentage

Strongly Disagree                   0                        0%

Disagree                            0                        0%

Neither Disagree Nor Agree          0                        0%

Agree                               2                        2%

Strongly Agree                      98                       98%




    100
     90                                  Strongly Disagree
     80
     70
                                         Disagree
     60
     50
     40                                  Neither Disagree
     30                                  Nor Agree
     20
     10                                  Agree
      0
             No. of   Percentage         Strongly Agree
          Respondents




98% strongly agreed that maruti provides value for money while 2% agreed with this.




                      MATA GUJRI COLLEGE, FATEHGARH SAHIB
Q19. Are you aware of the following facilities provided by Maruti


Are you aware of the following facilities provided by maruti



                                          No.of
Maruti insurance                          Respondents    Percentage

Yes                                       98             98%

No                                        2              2%




     100
      90
      80
      70
      60
      50                            Yes
      40
      30                            No
      20
      10
       0
      No. of Respondents




98% said yes that they are aware about maruti insurance while only 2% said that they
were not aware.




                           MATA GUJRI COLLEGE, FATEHGARH SAHIB
Q20. Extended warranty


Extended warranty


                                       No.of           Percentage
                                       Respondents

Yes                                    97              97%

No                                     3               3%


      100
       90
       80
       70
       60
       50                              Yes
       40
       30                              No
       20
       10
        0
        No. of Respondents




97% said they were aware about extended warranty and 3% said that they did not
know about this.




                         MATA GUJRI COLLEGE, FATEHGARH SAHIB
MATA GUJRI COLLEGE, FATEHGARH SAHIB
Q21.True value




True value                                 No.of           Percentage
                                           Respondents

Yes                                        98              98%

No                                         2               2%




      100
       90
       80
       70
       60
       50                                 Yes
       40
       30                                 No
       20
       10
        0
        No. of Respondents




98% said they were aware about true value and 2% said they were not aware.




                             MATA GUJRI COLLEGE, FATEHGARH SAHIB
Q22. Maruti Finance




                                          No.of           Percentage
Maruti finance                            Respondents

Yes                                       75              75%

No                                        25              25%




      80
      70
      60
      50
      40                                 Yes
      30
      20                                 No
      10
       0
       No. of Respondents




75% said that they were aware about maruti finance and 25% said that they were not
aware of it.




                            MATA GUJRI COLLEGE, FATEHGARH SAHIB
MATA GUJRI COLLEGE, FATEHGARH SAHIB
Q23.Autocard


Auto card                                 No.of           Percentage
                                          Respondents

Yes                                       84              84%

No                                        16              16%




      90
      80
      70
      60
      50
      40                                 Yes
      30
                                         No
      20
      10
       0
       No. of Respondents




84% said that they were aware about auto card and 16% said that they were not
aware of it.




                            MATA GUJRI COLLEGE, FATEHGARH SAHIB
Q24. Genuine Accessories




Genuine Accessories
                                          No.of
                                          Respondents
                                                          Percentage

Yes                                       85              85%

No                                        15              15%




      90
      80
      70
      60
      50
      40                                 Yes
      30
                                         No
      20
      10
       0
       No. of Respondents




85% said that they were aware of genuine accessories available and 15% said they
were not aware.




                            MATA GUJRI COLLEGE, FATEHGARH SAHIB
Q25. What is your overall opinion about Maruti?


                                             No.of
Choice                                       Respondents           Percentage

Very bad                                     0                     0%

Bad                                          0                     0%

Neither bad nor good                         0                     0%

Good                                         4                     4%

Very good                                    96                    96%




    100                                          Very bad
     90
     80
     70                                          Bad
     60
     50
     40                                          Neither bad nor
     30                                          good
     20
     10                                          Good
      0
          No. of Respondents                     Very good




96% said that there overall opinion about maruti was that it is very good while 4% said
that it is good.

How likely would you recommend maruti?



90% people said they would very likely recommend maruti to other people and 10%
said they would likely recommend maruti to others.




                               MATA GUJRI COLLEGE, FATEHGARH SAHIB
Findings


On an average more than 73% people feel that the prices are affordable
whereas 12% do not agree, 74% believe that attractive discounts are
offered whereas 26% are not satisfied with the discounts offered. 20%
said that the test drives are not offered and 15% said that post sales
follow ups are not done regularly whereas 85% said that they were done
regularly but people feel that it is the people’s car as it is satisfactory on
all other parameters: knowledgeable sales persons , employees spent
enough time before and during sales, display of merchandise is attractive,
availability of product, variety of merchandize, vehicle in good condition,
prices are affordable, attractive discounts are offered, décor of the waiting
area is pleasing, responds to complaints quickly, service at maruti service
station is excellent, careful with personal information and is value for
money . The overall opinion about Maruti is very good.




                   MATA GUJRI COLLEGE, FATEHGARH SAHIB
AREAS FOR IMPOVEMENT / RECOMMENDATION



Quality of Dealership should be improve

Uniform of Sales Executives

Proper visiting cards should be available to the executives

Mostly dealers don’t have their specific website

Maruti should regard as generous discount offers during Festival Season like
Navratra, Dusshera, and Diwali to gear-up their sales

Maruti should advertise in Sports because sports are increasingly cutting into the
share of mass entertainment channels

Maruti can start Money Bond Scheme instead of giving Cash Discount with more
value. Customers eligible for an income bond, encashable after a 15year period.

More test drives should be offered.

Should be more particular about Post Sales Follow Up as it shows the concern
of the company with the customer.



Should put in more efforts to promote Maruti Finance , Autocard and Accessories.



                    MATA GUJRI COLLEGE, FATEHGARH SAHIB
    CONCLUSION


                     The price of a car is just one-third of what it cost you over its lifetime.
Running and maintaining it make up the other two-thirds. Take into account resale value
and its real cost becomes clear. Maruti Suzuki stands for value as much as it stands for
performance. In spite of rising input costs, we try our best to keep prices down. Their
running costs and resale values are unbeatable too. Nothing matches the delight their cars
deliver. In the JD Power CSI study 2005, 85% of Maruti Suzuki owners stated that they
would definitely recommend the car they drive to someone else. Infact, you don‟t buy a
Maruti Suzuki. You invest in it.


                           After the rash of new cars launches the past two years, the relative
lull in the auto industry is showing up in the customer satisfaction indices. According to the
2005 four-wheeler Total Customer Satisfaction (TCS) study conducted by the specialist
division of TNS Automotive, the automobile ownership experience or customer ownership
experience has declined in all areas compared to 2004. The study is one of the largest
syndicated automotive studies in India, representing the responses of more than 7,000 new
car buyers. The comprehensive study covers over 50 models with customer evaluations
taken in the key areas of sales satisfaction, product quality, vehicle performance and design,
after-sales service, brand image, and cost-of-ownership. The TCS index score provides a
measure of satisfaction and loyalty a given model enjoys with its customers. According to
TNS Automotive, the decline is predominantly for older, small and entry mid-size car
models. The ageing of these models seems to be posing a stiffer challenge for
manufacturers to sustain past performance levels at a time when customer expectations are
rising sharply.




                         MATA GUJRI COLLEGE, FATEHGARH SAHIB
BIBILOGRAPHY

I Have Taken References from some websites like;


 1. www.marutisuzuki.com

 2. www.gaddi.com

 3. Wikipedia

 4. Scribd

 5. Authourstream

 6. www.cardekho.com




             MATA GUJRI COLLEGE, FATEHGARH SAHIB
MATA GUJRI COLLEGE, FATEHGARH SAHIB