MARUTI

CUSTOMER PERSPECTIVE TOWARDS SWIFT DZIRE IN CHENNAI

Communication Project | AGHIN ABRAHAM Regd No.: 3241108

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CHAPTER I INDUSTRY PROFILE

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CHAPTER I INDUSTRY PROFILE

HISTORY OF FOUR WHEELERS - CAR

From the policy standpoint, the Indian automobile industry can be viewed in terms of the pre-1991 (before liberalization) and post-1991 (after liberalization) phase.

1)

Pre-1991, Before Liberalization 1880's & early 1900's:

About hundred years ago the first motorcar was imported and Import duty on vehicles was introduced. Indian Great Royal Road (Predecessor of the Grand Trunk Road) was conceived. First car brought in India by a princely ruler in 1898. Simpson & Co established in 1840. They were the first to build a steam car and a steam bus, to attempt motorcar manufacture, to build and operate petrol driven passenger service and to import American Chassis in India. In 1928, assembly of Cars was started by the wholly owned Indian subsidiary of American General Motors in Bombay and in 1930-31 by Canadian Ford Motors in Madras, Bombay and Calcutta. In 1935 the proposals of Sir M. Visvesvaraya to setup an Automobile Industry were disallowed. 1942 Hindustan Motors Ltd incorporated and their first vehicle was made in 1950.

During 1970`s:
Major factors affecting the industry's structure were the implementation of MRTP Act, FERA and Oil Shocks of 1973 and 1979. During this decade there was not much change in the four-wheeler industry except the entry of Sipani Automobiles in the small car market. Three other companies namely, Kirloskar Ghatge Patil Auto Ltd, Indian Automotive Ltd and Sen & Pandit Engg products Ltd entered the market during

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1971-75. They ultimately withdrew in early eighties. During the seventies the economy was in bad shape. This and many specific problems affected the Automobile Industry adversely.

1980's - The period of liberalized policy and intense competition

Since the 80s, the Indian car Industry has seen a major resurgence with the opening up of Indian shores to foreign manufacturers and collaborators. First phase of liberalization announced and unfair practices of monopoly, oligopoly, etc slowly disappeared. It was beginning of Liberalization of the protectionism policies of the Government. Lots of new Foreign Collaborations came up in the eighties. Many companies went in for Japanese collaborations. Telco after the expiry of its contract with Daimler Benz indigenously improved the same Benz model and introduced it in the market. Government approved four new firms in the LCV market, namely, DCM, Eicher, Swaraj and Allwyn. They had collaborations with Japanese companies namely, Toyota, Mitsubishi, Mazda and Nissan respectively. In 1983, Maruti Udyog Ltd. was started in collaboration with Suzuki, a Japanese firm. Other three Car manufacturers namely, Hindustan Motors Ltd., Premier Automobiles Ltd., Standard Motor Production of India Ltd. also introduced new models in the market.

2)

Post-1991, After Liberalization, the Freedom to Grow

Beginning with mid-1991 the government of India has made some radical changes in its policies bearing on trade, foreign investment, exchange rate, industry, fiscal affairs and so on. Mass Emission Norms were introduced for in 1991 for Petrol Vehicles and in 1992 for Diesel Vehicles. In 1991 new Industrial Policy was announced. It was the death of the Automobile Industry was allowed to expand. Further tightening of Emission norms was done in 1996. In 1997 National Highway Policy has been announced which will have a positive impact on the Automobile Industry. The Indian Automobile market in general

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and Passenger Cars in particular have witnessed liberalization. Many multinationals like Daewoo, Peugeot, General Motors, Mercedes-Benz, Honda, Hyundai, Toyota, Mitsubishi, Suzuki, Volvo, Ford and Fiat entered the market.

Various companies are coming up with state-of-art models of vehicles. TELCO has diversified in Passenger Car segment with Indica. Despite the adverse trend in the growth of the industry, it is resolutely trying to meet the challenges. Various issues of critical importance to the industry are being dealt with forcefully. In 1999, The Supreme Court passed an order directing all car manufacturers to comply with Euro I emission norms (India 2000 norms) by the 1st of May 1999 in National Capital Region (NCR) of Delhi. The deadline was later extended to 1st June 1999. The 90s have become the melting point for the car industry in India. The consumer is king. He is being constantly wooed by both the Indian and foreign manufacturers. Though sales had taken a 83% dip in the first few months of 1999, it is back to boom time. New models like Marutis 800, Alto, Fords Ikon and the new look Mitsubishi Lancer have all been launched with an eye on the emerging market.

3)

THE INDIAN AUTOMOBILE INDUSTRY AT PRESENT

The Indian automobile industry has come a long way since the first car ran on

the streets of Mumbai in 1898. The initial years of the industry were characterized by unfavourable government policies. The real big change in the industry, as we see it today, started to take place with the liberalization policies that the government initiated in the 1991. The liberalization policies had a salutary impact on the Indian economy and the automobile industry in particular. The automobile industry in the country is one of the key sectors of the economy in terms of the employment opportunities that it offers. The industry directly employs close to around 0.2 million people and indirectly employs around 10 million people. The prospects of the industry also has a bearing on the auto-component industry which is also a major sector in the Indian economy directly employing 0.25 million people. The automobile industry in India is gradually evolving to replicate those of developed countries. The trends are emerging in the industry across segments, namely,

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passenger cars, multi-utility vehicles, commercial vehicles and tractors. The qualitative analysis of the various trends reveals that the industry offers immense scope even for allied industries and those looking at investing in the auto industry. The Indian automobile industry is undergoing a revolution of sorts. The vehicle war is on. And it's a fight to the finish. Within the span of a few years, the vehicle market has displayed an array of models that were hitherto undreamt of. Ford, General Motors, Toyota, Volvo are household names today. Launch of a vehicle in one category spawns a war for the throne. The Ikon, Accent and Baleno have been launched. The Wagon R is giving tough competition to those already in that sector. Czech carmaker, Skoda, a subsidiary of German auto major Volkswagen, introduced the Octavia. India's only Sports car, the San Storm, is all set to race into our hearts. Toyota has been to enter the multi-utility segment with the launch of its Qualis. In these last years of the millennium, suffice it is to say that Indian cars will only grow from strength to strength. Since the inception of the Automobile Industry in India till liberalization (1942 to 1991, in a fifty-year period) only 31 companies have been established in the Industry; while in post-liberalization period (in a ten-years period from 1992 till 2001), 17 companies entered to the Industry. Most of these new entrance all multinational companies that have joint venture with Indian companies. Multinational companies own more than 50% stake in their joint ventures, and sometimes this stake comes near to 100%. For example Italian Auto major, Fiat Auto Spa has 94.77% stake in Fiat India Limited. A few of these new companies are fully subsidiary of foreign companies like Yamaha Motor India Ltd which is 100% subsidiary of Yamaha Motor Company of Japan.

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CHAPTER II COMPANY PROFILE

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CHAPTER II COMPANY PROFILE

MARUTI SUZUKI INDIA LIMITED (MSIL)

Formerly known as Maruti Udyog Limited, a subsidiary of Suzuki Motor Corporation of Japan, is India's largest passenger car company, accounting for over 50% of the domestic car market. Maruti Udyog Limited was incorporated in 1981 under the provisions of Indian Companies Act 1956 and the government of India selected Suzuki Motor Corporation as the joint venture partner for the company. In 1982 a JV was signed between Government of India and Suzuki Motor Corporation. It was in 1983 that the Indias first affordable car, Maruti 800, a 796 cc hatch back was launched as the company went into production in a record time of 13 month. More than half the number of cars sold in India wear a Maruti Suzuki badge. They are a subsidiary of Suzuki Motor Corporation Japan. The company offer full range of cars- from entry level Maruti 800 & Alto to stylish hatchback Ritz, A star, Swift, Wagon R, Estilo and sedans DZire, SX4 and Sports Utility vehicle Grand Vitara. Since inception, the company has produced and sold over 7.5 million vehicles in India and exported over 500,000 units to Europe and other countries. They were born as a government company, with Suzuki as a minor partner, to make a people's car for middle class India. Over the years, its product range has widened, ownership has changed hands and the customer has evolved. What remains unchanged, then and now, is their mission to motorise India. MSILs parent company, Suzuki Motor Corporation, has been a global leader in mini and compact cars for three decades. Suzuki's technical superiority lies in its ability to pack power and performance into a compact, lightweight engine that is clean and fuel efficient. The same characteristics make their cars extremely relevant to Indian customers and Indian conditions. Product quality, safety and cost consciousness are embedded into their manufacturing process, which they have inherited from their parent company.

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Right from inception, Maruti brought to India, a very simple yet powerful Japanese philosophy smaller, fewer, lighter, shorter and neater'. From the Japanese work culture they imbibed simple practices like an open office, a common uniform and common canteen for everyone from the Managing Director to the workman, daily morning exercise, and quality circle teams. Maruti Suzuki exports entry-level models across the globe to over 100 countries and the focus has been to identify new markets. Some important markets include Latin America, Africa and South East Asia. Interestingly with a brand new offering A-star, Maruti Suzuki is ready to take on European markets. Maruti Suzuki sold 53,024 units during 2007-08. This is the highest ever export volume in a year for the company, and marked a growth of 35 per cent over the previous year. Maruti Suzuki has exported over 552,000 units cumulatively with about 280,000 units to Europe and Israel. Maruti Suzuki has two state-of-the-art manufacturing facilities in India. The first facility is at Gurgaon spread over 300 acres and the other facility is at Manesar, spread over 600 acres in North India. The Gurgaon facility - Maruti Suzuki's facility in Gurgaon houses three fully integrated plants. While the three plants have a total installed capacity of 350,000 cars per year, several productivity improvements have enabled the company to manufacture nearly 700,000 cars/annum at the Gurgaon facilities. The Manesar facility has been made to suit Suzuki Motor Corporation (SMC) and Maruti Suzuki India Limited's (MSIL) global ambitions. The plant was inaugurated in February 2007. At present the plant rolls out World Strategic Models Swift, A-star & SX4 and DZire. The plant has several in-built systems and mechanisms. Diesel Engine Plant- Suzuki Powertrain India Limited - Suzuki Powertrain India Limited the diesel engine plant at Manesar is SMC's & Maruti's first and perhaps the only plant designed to produce world class diesel engine and transmissions for cars. The plant is under a joint venture company, called Suzuki Powertrain India Limited (SPIL) in which SMC holds 70 per cent equity the rest is

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held by MSIL. This facility has an initial capacity to manufacture 100,000 diesel engines a year. This will be scaled upto 300,000 engines/annum by 2010.

In terms of the number of cars produced and sold worldwide, the Company is the largest subsidiary of Suzuki Motor Corporation, Japan. In 2010-11, the Company sold 1,271,005 vehicles, registering a growth of 24.8% over the previous year. This comprised 1,132,739 vehicles in the domestic market and 138,266 vehicles in the international market. Cumulatively, the Company has produced 10 million vehicles. It rolled out its 10 millionth vehicle on 15th March, 2011, a significant landmark for the Company and the automobile industry in India.

PRODUCT RANGE OF THE COMPANY INCLUDES:

It offer full range of cars - from entry level Maruti 800 & Alto to stylish hatchback Ritz, A-Star, Swift, Wagon R, Estilo and sedans DZire, SX4 and Sports Utility vehicle Grand Vitara.

Maruti 800 Alto Omni Gypsy Zen Estilo Wagon R Versa Ritz SX4 Dzire Grand Vitara

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

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ACHIEVEMENTS/RECOGNITION:

The company takes great pride in sharing that customers have rated Maruti Suzuki first once again in Customer Satisfaction Survey conducted by independent body, J D Power Asia Pacific. It is 9th time in a row.

Maruti Suzuki wins 'Golden Peacock Eco-Innovation Award'. Maruti Suzuki Ranks Highest in Automotive Customer Satisfaction in India for Ninth Consecutive Year.

Maruti Suzuki becomes the first Indian car company to export half a million cars.

OTHER ACCOLADES:
During 2009-10, the company, its products and services received reputed awards and accolades instituted by independent expert groups, media houses and research agencies. These Includes:

Rated as No. 1 in J D Power Sales Satisfaction Index. Hatchback of the year - Ritz by Autocar. Car of the year - Ritz by Business Motoring. Manufacturer of the year by CNBC Overdrive. Ranked third amongst global car companies in the World's Most Reputed Company Survey 2009.

National Award for Excellence in Corporate Governance by ICSI.

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CHAPTER III PRODUCT PROFILE

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CHAPTER III PRODUCT PROFILE

MARUTI SUZUKI SWIFT DZIRE

Maruti Suzuki launched the Maruti Dzire in India on 26 March 2008. It is a sedan version of the Swift hatchback. It replaced the long standing Maruti Esteem and shared its engines with the hatchback. Swift DZire is a result of an indigenous project started in 2005 to design a three-box notchback version of the Swift hatchback. Some changes have been made to the cars overall styling to seamlessly integrate the boot. The wheelbase remains the same. The car weighs about 3035 kilograms (6677 lb) more than the hatchback. Few modifications in the rear suspension have been done to cope with the additional weight of the boot and improve the ride quality for the rear passengers. Adjustments in the rear seat inclination have been made to improve the rear seat comfort and legroom. In February 2012, Maruti launched the new Swift Dzire, which is based on the third-generation Swift. Unlike the previous generation, it is a compact sedan under 4000 mm. It shares its engines with the hatchback. Like the previous car, changes to the suspension have been made. It also has two-tone beige and black interiors, unlike the hatchback's all-black interiors. Maruti Suzuki in India launched the second generation of its sedan Maruti Swift Dzire on 1 February 2012. The Swift DZire replaces Maruti Suzuki popular entry level sedan, Maruti Suzuki Esteem, production of which was discontinued in late 2007. Maruti Suzuki has introduced Swift DZire only in the Indian market. The car is pitted against the other entry level sedans in the Indian market, such as the Mahindra Renault Logan and the Tata Indigo. Trying to accentuate on the progress of the swift, Maruti decided to add a boot and extend the Swift into a sedan. The result however did not go tell well in the design department. The car uses the same engines as the Swift. There is the new K12 1.2 litre 4-cylinder petrol engine which can produce 87bhp and 114 Nm of torque and

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there is also a 1.3 litre 4-cylinder diesel engine producing 75bhp and 190Nm of torque. The car is available in seven different colours and three different fabric trims. The desire of having a complete package in sedan cars comes when one thinks about the Maruti Swift Dzire. This compact sedan now features chopped off boot and new-looking front fascia. And if you are passionate about the car mileage, it comes with diesel heart and the Maruti Swift Dzire VDI makes you want it more and more. The Maruti Suzuki Swift Dzire is an all time hit in India and the waiting period seems not ending for some years from now. It comes loaded with a 1.3 litre DDis diesel engine can amaze you with its power output with a five speed gearbox. Swift Dzire generates highest power of 75ps at 4000 rpm and delivers 198 Nm of maximum torque at 2000 rpm. The ARAI certified mileage figures read 23.4 kmpl on highway and 19.3 kmpl in city. The Maruti Swift Dzire wears compact size and design accordingly that make it a macho looking sedan and sporty SUV at the same time. The front side view is contributed by larger headlamps, fog lights, twin wider grille panels and threedimensional flow-lines and arches. The side and rear side views are crafted as to match the front sides magic and attention. Not only the exteriors but also the interiors are also crafted with sound technology and craftsmanship. Meter readers, audio systems illumination and AC vents make a perfect look of the dashboard to keep engage the front passenger and the driver. Seating comfort in the car is best in the class and total five passengers including the driver can be accommodated easily. However on the safety front, the car comes with only a few standard features only. However, at this Maruti Swift Dzire VDI price, one gets the best configuration of features and diesel engine.

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Maruti DZire Pros & Cons

Pros
Excellent value for money Improved interior quality Excellent handling Excellent Mileage (Diesel) Compact yet spacious High resale value Available with automatic gearbox

Cons
Does not look like a saloon Automatic only with petrol Boot space less than before Sluggish AT Gearbox

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CHAPTER IV RESEARCH METHODOLOGY

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CHAPTER III RESEARCH METHODOLOGY

RESEARCH PROBLEM The research problem here in this study is associated with the perspective towards Swift DZire by customers residing in Chennai.

RESEARCH METHODOLOGY DEFINITION: Research methodology is a process to systematically solve the research problem. It may be understood as a science of studying how research is done scientifically. Why a research study has been undertaken, how the research problem has been defined. In what way and why the hypothesis has been formulated, what data have been collected and particular method has been adopted. Why particular technique of analysing data has been used and a host of similar other questions are usually answered when we talk of research methodology concerning a research problem or study. A research design serves as a bridge between what has been established (the research objectives) and what is to be done, in the conduct of the study. In this project research done is of conclusive nature. Conclusive research provides information that help in making a rational decision. Descriptive design was choose to measure the satisfaction level of customers on the basis of different parameters such as quality, price, features, technology, after sale services etc. This design ensured complete clarity and accuracy. It also ensured minimum bias in collection of data and reduced the errors in data interpretation. Statistical method was followed in this research because the data was of descriptive nature and it also enabled accurate generalizations.

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OBJECTIVES OF THE STUDY The objectives of the study are: To know about the market condition of the product. To identify peoples interest in the qualities of the product. To find out the satisfaction level of the customers about the product. To know about the specifications of the people while buying Swift DZire. Level of satisfaction about the after sales service of the Swift Dzire.

RESEARCH DESIGN: The purpose of the methodology is to design the research procedure. This includes the overall design, the sampling procedure, the data collection method and analysis procedure. Marking research is the systematic gathering, recording and analyzing data about problem retaining to the marketing of goods and services. The essential purpose of marketing research is to provide information, which will facilitate the identification of an opportunity of problem situation and to assist manager in arriving at the best possible decisions when such situations are encountered. Basically there are two types of researches, which according to their applicability, strength, weaknesses, and requirements used before selecting proper type of research, their suitability must be seen with respect to a specific problem two general types of researches are exploratory and conclusive. RESEARCH APPROACH The various ways of research approaches are: Observation research Survey research Focus group research Experimental research In this project the approach used was survey approach because the main objective of our survey was to find out the customers perspective towards Swift DZire.

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RESEARCH INSTRUMENT Research instrument can be of two types, firstly questionnaire method and secondly mechanical instrument. In this survey the instrument was questionnaire method. SAMPLE PLAN Sample unit: Chennai city Sample size: 60 customers. Sampling method: Convenience sampling CONTACT METHODS The method of contacts can be of four types Mail Questionnaire Personal Interview Telephonic Interview Internet The survey method adopted in my survey is Personal Interview method Collecting the Information The information was collected from customer by personally asking them question and filling the questionnaire. Analysing the Information The information available is analysed in the form of questionnaire. Presentation of Findings Presentation of research in the company is on the basis of findings and suggestions. Percentage analysis and pie charts are used for analysis.

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CHAPTER V TABLES & CHARTS

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Table 1: Respondents Perspective based on AGE

AGE 20 - 25 26 - 30 31 40 41 & Above TOTAL NUMBER OF RESPONDENTS 20 16 12 12 60 PERCENTAGE 33.33 26.67 20 20 100

Perspective based on AGE

20 - 25 26 - 30 31 - 40 41 & Above

INTERPRETATION From the above table it is understood that 33.33% of the respondents fall under the age group of 20 - 25 years. 26.67% of the respondents fall under the age group of 26 30 years. 20% of the respondents fall under the age group of 31 40 years. 10% of the respondents fall under the age group of 41 & Above.

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Table 2: Respondents based on GENDER

GENDER MALE FEMALE TOTAL NUMBER OF RESPONDENTS 44 16 60 PERCENTAGE 73.33 26.67 100

Perspective based on GENDER

80 70 60 50 40 30 20 10 0 Male Female Genderwise Classification

INTERPRETATION From the above table it is understood that 73.33% of the respondents are Male & 26.67% of the respondents are Female.

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Table 3: OCCUPATION of the Respondents

OCCUPATION Govt. Employee Private Employee Business Housewife TOTAL NUMBER OF RESPONDENTS 12 28 12 8 60 PERCENTAGE 20 46.67 20 13.33 100

Perspective based on Occupation

Govt. Employee Private Employee Business Housewife

INTERPRETATION From the above table it is interpreted that 20% of the respondents which belongs to Govt. Employees prefer DZire 46.67% of the respondents which belongs to Private Employees prefer DZire 20% of the respondents which belongs to Business prefer DZire 13.33% of the respondents which belongs to Housewife prefer DZire.

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Table 4: Income wise Classification of Respondents

ANNUAL INCOME 50,000 1,00,000 1,00,001 2,00,000 2,00,001 3,00,000 3,00,001 & Above TOTAL NUMBER OF RESPONDENTS 6 22 18 14 60 PERCENTAGE 10 36.67 30 23.33 100

Perspective based on Income

40 20 0 50,000 1,00,000 Sales

1,00,001 2,00,000

Sales 2,00,001 3,00,000 3,00,001 & Above

INTERPRETATION From the above table it is interpreted that 10% of respondents having 50,000 1,00,000 prefer DZire 36.67% of respondents having 1,00,001 2,00,000 prefer DZire 30% of respondents having 2,00,001 3,00,000 prefer DZire 23.33% of respondents having 3,00,001 & Above prefer DZire

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Table 5: Why respondents select this car?

OPTIONS Performance Fuel Efficiency After Sales Service Price TOTAL NUMBER OF RESPONDENTS 20 18 10 12 60 PERCENTAGE 33.33 30 16.67 20 100

Perspective towards the car

Performance
Fuel Efficiency After Sales Service Price

INTERPRETATION From the above table it is interpreted that 33.33% of respondents selected due to Performance. 30% of respondents selected due to Fuel Efficiency. 16.67% of respondents selected due to After Sales Service & 20% of respondents selected due to Price of Swift DZire.

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Table 6: Which media made you to know about the vehicles?

MEDIA Newspaper Friends Relatives Publication TOTAL NUMBER OF RESPONDENTS 12 16 18 14 60 PERCENTAGE 20 26.67 30 23.33 100

Influencing Media
30 25 20 15 10 5 0

Influencing Media

INTERPRETATION From the above table it is interpreted that 20% of the respondents were influenced by Newspaper 26.67% of the respondents by Friends 30% by Relatives & 23.33% by Publication.

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Table 7: Are you satisfied with our customer relationship?

NUMBER OF RESPONDENTS Excellent Very Good Good Poor Very Poor TOTAL 10 12 20 10 8 60 PERCENTAGE 16.67 20 33.33 16.67 13.33 100

Customer Relationship Satisfaction

Excellent Very Good Good Poor Very Poor

INTERPRETATION From the above table it is interpreted that 16.67% of respondents feels that the customer relationship is Excellent. 20% of respondents feels it to be Very Good. 33.33% feels Good about the customer relationship 16.67% feels the customer relationship is Poor & 13.33% feels the customer relationship is Very Poor.

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Table 8: Are you satisfied with our after sales service?

NUMBER OF RESPONDENTS Excellent Very Good Good Poor Very Poor TOTAL 8 18 16 12 6 60 PERCENTAGE 13.33 30 26.67 20 10 100

After Sales Service Satisfaction

Excellent Very Good Good Poor Very Poor

INTERPRETATION From the above table it is interpreted that 13.33% of respondents feels that after sales service is Excellent. 30% feels it to be Very Good. 26.67% feels Good about after sales service. 20% feels after sales service is Poor & 10% feels it is Very Poor.

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Table 9: Customer perspective towards addition of new Varieties?

VARIANTS Pearl White Royale Blue Coffee Brown Green TOTAL NUMBER OF RESPONDENTS 22 18 10 10 60 PERCENTAGE 36.66 30 16.67 16.67 100

Perspective towards each variants

Pearl White Royale Blue Coffee Brown Green

INTERPRETATION From the above table it is interpreted that 36.66% of respondents prefer Pearl White 30% opt Royale Blue 16.67% of respondents prefer both Coffee Brown & Green.

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Table 10: Features customer likes to include in their car

FEATURES Dual Airbags ABS Alloys Stereo TOTAL NUMBER OF RESPONDENTS 16 20 12 12 60 PERCENTAGE 26.67 33.33 20 20 100

Customer Preferences
40 30 20 10 0 Dual Airbags ABS Alloys Stereo Additional Features

INTERPRETATION

From the above table it is interpreted that 26.67% of respondents prefer Dual Airbags 33.33% of respondents opt ABS 20% of respondents prefer both Alloys & Stereo.

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Table 11: Improvement required in the car?

IMPROVEMENTS Design Safety Features Performance Upholstery TOTAL NUMBER OF RESPONDENTS 20 14 10 16 60 PERCENTAGE 33.33 23.33 16.67 26.67 100

Improvements Prefered

Design Safety Features Performance Upholstery

INTERPRETATION From the above table it is interpreted that 33.33% of respondents feels that Design of DZire should improve 23.33% feels the Safety Features should be improved 16.67% feels the performance has to be improved 26.67% of respondents feel that the Upholstery has to be improved.

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CHAPTER VI FINDINGS & SUGGESTIONS

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CHAPTER VI FINDINGS
From the age graph it is found that the maximum number of respondents falls under the age group of 20 25 years. From the gender graph it is found that the maximum number of respondents are Male. From the occupation graph it is understood that the private employees prefer Swift DZire more compared to other occupations. Respondents with income between 1,00,001 2,00,000 prefer Swift DZire. People select DZire based on the performance. Customer Relationship Satisfaction is Good. 30% of the respondents feels that the after sales service is Very Good. 36.66% of respondents feels that Pearl White variety is required for DZire. 33.33% of respondents feels that ABS is required in Swift DZire. 33.33% of the respondents prefer Design of the Swift Dzire has to improve as an improvement in the car.

SUGGESTIONS Respondents feel that Maruti should give more effort in promoting their products. More variants should be introduced for Swift DZire. The booking time for Swift DZire has to come down. Better performance & designing in fast selling of Swift DZire.

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CONCLUSION
The sedan model of cars will keep on striving till the end, since the people prefer comfortness during their travelling with the luggages not reducing their space and their ease of movement in the vehicle with specially childrens around. If the company researches the preferences of the customer before making a new car it will definitely help in the sales of the vehicle with ease.

BIBLIOGRAPHY www.google.com www.marutidzire.com www.zigwheels.com www.ndtv.com

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ANNEXURE

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A STUDY ON CUSTOMER PERSPECTIVE TOWARDS MARUTI CAR IN CHENNAI SWIFT DZIRE

INDIVIDUAL INFORMATION Name Age Gender : : 20-25 : Male 26-30 31-40 Female Private Employee Housewife 1,00,001 - 2,00,000 3,00,001 & Above 41 & Above

Occupation : Govt. Employee Business Annual Income : 50,000 - 1,00,000 2,00,001 - 3,00,000 QUESTIONS 1. Why do you select this car? A) Performance C) After Sales Service B) Fuel Efficiency D) Price

2. Which media made you to know about the vehicle? A) Newspaper C) Relatives B) Friends D) Publication

3. Are you satisfied with our customer relationship? A) Excellent D) Poor B) Very Good E) Very Poor C) Good

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4. Are you satisfied with our after sales service? A) Excellent D) Poor B) Very Good E) Very Poor C) Good

5. Do you suggest any more varieties? A) Pearl White C) Coffee Brown B) Royale Blue D) Green

6. What features would you like to include in your car? A) Dual Airbags C) Alloys 8. What improvement do you suggest in the car? A) Design C) Performance B) Safety Features D) Upholstery B) ABS D) Stereo

9. Kindly give your valuable comments about Swift Dezire ............................................................................................ ............................................................................................ ............................................................................................