PROJECT REPORT

ON

Customer Satisfaction Level of USHA FANS

BY
Anurag Sharma
Roll No. 1308009514

Submitted in the partial fulfillment of the requirement

For the award of Master of Business Administration

SIKKIM MANIPAL UNIVERSITY

(MANIPAL)
2013-2015

BONAFIED CERTIFICATE

This is to certify that the Management Project titled Customer Satisfaction Level of USHA
FANS submitted by Anurag Sharma Roll No. 1308009514, during Semester IV of the MBA
Program (The Class of 2013) embodies original work done by him/her.

SIGNATURE
(External Examiner)

SIGNATURE

HEAD OF THE DEPARTMENT

SIGNATURE
(External Examiner)

SIGNATURE

FACULTY IN CHARGE
Ms. Samina Sadiq

ACKNOWLEDGEMENT

I would like to thank Customer Satisfaction Level of USHA FANS . for giving me the
opportunity to do the project with them. Thanks to Mr. Raj Chopra C.M.D. and my project
guide who were a very helpful & informative person to work under. For their continuous
supervision and direction, I am very grateful for them.

I thank to Ms. Samina Sadiq who is guide me for making this project, and not only has this
project helped me in learning about Management Services but also enlightened me on the overall
aspects of Customer Satisfaction.

Date

Anurag Sharma

Place Lucknow

1308009514

DECLARATION

I hereby declare that the project report entitled Customer Satisfaction Level of USHA
FANS is a work undertaken by me for Usha International Ltd. during the academic year
2013-2013 and submitted to the Sikkim Manipal University partial fulfillment of Master of
Business Administration (MBA) taking Marketing as my specialization.
It is also an Original and bonafied work undertaken by me in partial fulfillment of the
Requirement of Master of Business Administration (MBA) , UGC

The result embodied in this dissertation has not been submitted to any other University or
Institute for any award of degree or diploma, and this is a result of my own effort and that has not
been copied from any one.

Date
Place Lucknow

SWOT ANALYSIS OF USHA FANS

Anurag Sharma
1308009514

STRENGHS

Bigger name in the market

Trust of People

Usha International Ltd. is the market leader for more than two decade.

Has a great dealership chain in the market.

Better after sales service

Low maintenance cost of Fans

WEAKNESSES

Exports are not that good.

Lesser models in the market compare to others

Global image is not that big

OPPORTUNITIES

Great opportunities to go global with success of new arrivals

Introduction of more diesel models. The diesel car segment is growing.

Opportunity to grow bigger by entering into bigger car markets

Already a market leader so great opportunity to be the king of market in every stage of
industry

THREATS

Foreign companies entering market; so a bigger threat from MNCs.

To the market share, as many big names are coming in the industry

There is hardly any diesel models

Rs. 1 lakh Rs. 1.5 lakh car

COMPANY PRODUCT
The company offers a portfolio of 13 brands, ranging from the peoples car Maruti 800 to the
stylish hatch back, Swift, SX4 sedan and luxury sport utility Fans (SUV), Grand Vitara. More
than half the cars sold in India wear a Usha Fans badge. As per the classification by the society
of Indian Automobile manufacturers (SIAM), Usha Fans models are categorized under the
following heads:
A1 Segment (up to 3400 mm)

: Maruti 800

A2 Segment (3400 mm to 4000 mm): Alto, Estilo, WagonR, A-star, Ritz, Swift
A3 Segment (4000mm to 4500 mm): Dzire & SX4
Multy utility Fans (MUA) Segment: Gypsy & Grand Vitara
Multi Purpose Fans (MPV) Segment: Omni & Versa
(1)Maruti 800 -change your life: - Maruti 800 has gone beyond just being a car

; It has transformed the lives of countless people, by bringing the joy of

motoring to million across the length and breadth of the country.
(2)Alto-Lets go:- Alto is a great combination of economy, practicality & styling, It

exemplifies the benchmark in build ,quality & reliability in a compact

car. These a attributes make it the largest selling car in Indian automobile market .This is testified

by the 24 hr endurance record set by covering 3,082 kms in 24 hrs at an average speed of 128
kmph.
(3)Dzire-The heart car: - A car that has everything you ever desired; striking looks, l

luxurious interiors & enough power to capture your heart just slide
in the DZire & take it for a spin, its sure to steal many a heart, beginning with yours.
(4) SX4- Men are back:- Revolutionary European design ,world class drive by wire

technology, most spacious in its class, steering mounted audio

controls, maximum ground clearance in its class ,high on safety with dual airbags, Anti-lock
Brake system (ABS) & Electronic rack force Distribution (EBD) feature.
(5) GRAND VITARA*-2.4-Reloaded:- Distinctively styled, the third generation Grand Vitara

takes

three decades of Suzuki SUV heritage to the next level. The

Vitara model first hit the road in Japan in 1988 as a 3-door part time four wheel drive (4WD). In
its second avatar, the Vitara came armed with a stylish design, superior engineering and a new
name, the Grand Vitara. Launched in India on 1st July, 2009

(6) VERSA The joy of travelling together:- Experience the joy of travelling together. Equipped

with

twin ACs, large sliding doors and flexible seating, the Versa

encourages family and friend to enjoy long drives and getaways together. In spite of being so
spacious, its design allows for easy maneuverability in the city.
(7) SWIFT You are the fuel: A new kind of computer car ,one thats based on a fresh approach

to design

and development, Swift delivers the kind of driver and

passenger experience that places it in a class of its own and has true worldwide appeal.

(8) OMNI Ab Kamyabi se hai sirf Omni bhar ka faasla

Omni is truly Indias original MPA .Today it as available in five variants-5 seater, 8 seater,

Cargo,

Ambulance & liquefied petroleum Gas (LPG).It meets diverse

needs across different user segments & can double up both as a people carrier and a goods
carrier .it is easy on the pocket, yet tough on the job.

(9) WAGONR-For the smarter race:- Drive with complete peace of mind .The world class

safety

features of the WagonR keeps you safe and secure, always.

Wearing new vibrant colors, the new WagonR is full of freshness and energy to keep you charged
up and always ready to go.
(10) GYPSY KING There is a Gypsy in everyone:- With superb maneuverability,

maneuverability,

smooth handling and raw energy packed in to a

sleek yet rugged frame, the Gypsy King is the real adventure MUV ,whether ploughing through
the dirk tracks, climbing formidable terrain or making way through the city traffic .Usha Fans is
proud to support the operations of our countrys defense services with the tailor made Gypsy
King .Gypsy has proved its mettle during defense operation in the Himalayas and Thar desert.
(11)ESTILO*-Take a fresh view of life:- The all new ESTILO is a new landmark in terms of

design

and technology, with its all new aerodynamic design , Estilo sets

the benchmark and makes each drive a fresh new experience .Complementing its stylish looks
are new ,classy and elegant interiors that redefine comfort .Whats more ,the all new Estilo with

its advance K-series engine gives you incredible power each time you turn on the
ignition.*Launched in August,2009

(12) A-STAR- Stop @ Nothing:- Designed to perfection ,driven only to succeed ,A-Star has
taken over the world. Made in India to meet European standards, the car symbolizes the

beginning

of a revolution with its unique aerodynamic stylish

,Powered by the latest state of-art ,light weight K-series petrol engine, it has the best in class
pick-up and segment beating mileage of 19.59 kmpl. It is expected to many European and NonEuropean countries under the brand name of Suzuki alto and Suzuki Celerio respectively. As
tested by Automotive Research Association of India (ARAI),Pune ,Indias premier automotive
research agency.
(13) RITZ*-live the moment:- The Ritz combines modern European design, the sportiness of the

swift,

the latest in engine technology and Suzukis globally

acclaimed expertise in compact cars, Ritz is an exceptional blend of modern design &
practicality .The interior of the car are smartly styled providing a very comfortable space to all
the people in the cabin .The K12M petrol engine and 1.3 liter DDiS diesel engine powering the
Ritz are supremely refined & silent with best in class fuel efficiency.*launched on 15th
May,2009.

Product Line Products

A1------- 800
A2------- Alto, Zen, WagonR, Swift, A-star
A3------- D ZiRE, Sx4
SUV---- Vitara, Gypsy
C - ----Class Omani, Versa

PRODUCT PROFILE

The all-new Usha Fans Swift is fully loaded with a range of exciting new features. It's a
perfect complement to your evolved tastes and lifestyle. And the best way to take your
driving pleasure to a brand-new high European Styling. Japanese Engineering Dream-Like
Handling.
The new Swift is a generation different from Suzuki design. Styled with a clear sense of
muscularity, its one-and-a-half box, aggressive form makes for a look of stability, a sense that it
is packed with energy and ready to deliver a dynamic drive. Its solid look is complemented by an
equally rooted road presence and class defining ride quality. New chassis systems allow for the
front suspension lower arms, steering, and gearbox and rear engine mounting to be attached to a
suspension frame. You get lower road noise and a greater feeling of stability as you sail over our
roads with feather-touch ease.

Reviews of swift
Car India
The Swift has more than its fair share of silicon livery under its hoodThis intricate network of
processors controls everything on the Swift.
Auto India
The Swift is really peppy in city traffic/conditions The torque comes into action in truly linear
motion.
Car India
Average mileage of 15.6 kmpl.
Auto India
Unlike other hatchbacks on the road, this one also boasts an Automatic Climate Control System
You just set the specific temperature you want, and leave the rest to the system.
Car India
The suspension is tuned to be taut and sporty. This means that handling and feedbackare
brilliant.
Car India
The Swift leads the charge in the occupant safety stakes by being the first hatchback in the country
to have front air bags in its specification sheet.

PRODUCT FEATURES:SUZUKI SURROUND PROTECTION (SSP)

THINGS TO REMEMBER WHEN SHE ASKS FOR PROTECTION

What? You worry? We wouldnt want that. So we got an over-protective bunch of detailobsessed engineers to pack the Swift with preservatives. Like a highly crashworthy structure that

keeps you safe. A collapsible steering column Front seatbelt pre-tensioners with load limiters,
and energy absorbing trim all around.
Active safety technologies include dual front airbags*, Antilock Braking (ABS)* with Electronic
Brake-force Distribution (EBD)* and a brake-assist function, that minimize driving hazards. All
of these make the Swift amongst the safest set of wheels on the road today. And you can be sure
thats not by accident.

ON COLLISION, NO IMPACT

Dual front airbags* deploy in an instant to shield you from harm.

iCAT IS ON GUARD

Extra security for the car is provided by iCATs, which make the car theft-proof. Hi-tech features
like a built-in RF Transponder in the key and an electronic authentication systemadd up to
peace of mind.
EYES ON THE ROAD. LIGHT ALSO

Headlamp leveling allows four levels of beam adjustment, depending on how packed your car is.
It ensures optimum visibility for the driver and glare-less driving for oncoming Fanss.

FANS WITH PASSENGERS IN THE REAR

Without headlamp leveling device

reduced remote visibility and increased glare onto oncoming Fanss.
With headlamp leveling device
Optimum remote visibility and reduced glare onto oncoming Fanss.
BRAKES THAT STOP, NOT LOCK.

The Swifts Antilock Braking System, together with Electronic Brake-force Distribution, allows
you to maintain directional control over the wheels in the event of sudden braking. The Antilock
System prevents the car from veering off the road.

DDIS
1.3L DDiS Diesel Engine

TURBO CHARGER AND INTER COOLER COMBINATION

Efficient combustion.

Higher torque.

Cleaner emission.

5-STEP MULTI INJECTION COMMON RAIL SYSTEM@ 1400 BAR

Better fuel combustion.

Optimized NVH.

DOUBLE OVER HEADCAMSHAST (DOHC)

Precise & quick valve operation.

CHAIN DRIVE TIMING SYSTEM WITH AUTO TENSIONER

Maintenance-free for the entire engine life.

Precise valve timing.

16-VALUE CYLINDER HEAD

Improves breathing.

Better fuel combustion.

Cleaner emissions.

COOLED EGR SYSTEM

Cooled exhaust gas recirculation.

Cleaner emissions.

ALUMINIUM BED PLATE

Reduced engine vibration.

Minimum noise.

GREEN OIL FILTER

Environmentally friendly

Easy to maintain.

AUTO TEMP
Automatic Climate Control

WEATHER? WHAT WEATHER!

Automatic Climate Control handles the MET department without you ever intervening. What
you get is constant temperature, which keeps you comfortable at all times.
1.2L K SERIES
1.2L K-Series Petrol Engine

1.2L K-Series petrol.

Responsive And powerful-advanced 1.2 litre,16-valve K-Series engine

Great Performer - at 85 ps @ 6000 rpm and 113 Nm @ 4500 rpm, the new engine has
improved compression ratios and delivers better initial and passing acceleration in city
driving conditions for zippier overtaking.

Highly Fuel-Efficient - the 16-valve lightweight DOHC engine reduces friction and
improves durability and fuel economy to be best-in-class at 17.94 kmpl**

More Comfortable Drives - A more silent engine with reduced vibrations. Lower NVH
(noise, vibrations and harshness) provide an enhanced drive feel with lesser driver
fatigue.

Lower Emission Levels - BS IV compliant, the Swift is greener and eco-friendly.

Low Maintenance Cost The new K-Series engine means longer oil change intervals
and

improved

spark

plug

life.

RBSS
ALLY BASED SUSPENTION SYSTEM

BAD ROADS, HERE WE COME.

The MacPherson strut in front attaches the suspension lower arms, steering, gearbox and rear
engine mounting to a suspension frame (and not to the body), thus raising handling and comfort
to a new high.
DYNAMIC EUROPEAN STYLING
WOLF IN WOLFS CLOTHING!

Slightly European, Somewhat Japanese, And sinfully good looking, Not only a generation
different from Suzuki design, but also the shape of things to come.
When we put together the new Usha Fans Swift, we made sure we did nothing we had ever done
before. We wanted to build a car that made car-makers whack their designers and say, Why
didnt we think of that?

So we did. And gave you a car thats more spacious, more user-friendly, more refine, more eyecatching. A compact car that makes all others looks like Mamas boys. Its cheeky. Chic, Radical.
Chunky Pumped-up Chiseled, Tantalizing. Haughty Impatient, Manic. Its you

THE SWIFTS PROFILE IS ITS SIGNATURE.

Unabashedly stylish, with a clear sense of muscularity, Pronounced by chunky wheels, boldly
flared wheel arches and tires sitting squat at four corners of the car.
WITH AN ULTRA WIDE STANCE

The Swift announces its presence. This stance allows the Swift to hug the road for classdefining handling. It also makes a roomy interior.

NEVER IN DRAG

Aerodynamic front air dam, Airflow-smoothing door mirrors. Spoiler-type tailgate. All reduce
drag and wind noise. It cuts like a knife.
BUTT, SERIOUSLY

A curvy, oh-so-wide bumper, Shapely hatch, Lamps that extend from the shoulder lines. Makes
Everything looks packed-in.
ADVANCED P-EPS STEERING

Provides more assist, reduces cabin noise and aids fuel efficiency.

HIGHER, SIR ? LOWER, SIR?

Get into your most comfortable driving position. Reach the pedals without cramping. A 35mm
height adjustment and a 240mm fore-aft slide range are at your service*.
HANDLE WITHOUT CARE

A strong underbody structure. Class-defining body rigidity. And cutting-edge suspension. All
allow you to handle the Swift with feather-touch ease. Letting you cruise over Indian roads in
comfort.

LOVE, SEAT.

Theres so much pleasure here, its almost hedonistic. Seats you can adjust so you can travel in
style and luxury. A glasshouse cabin that wraps around you, So you can interact better with the
dash, knobs, panels and the whole car!
An easy-on-the-eye instrument cluster, A mobike-style tachometer. An illuminated-ring
speedometer, for better visibility as you cover miles, A three-spoke steering. A spherical shift

knob. Its sporty all over. And so the outside doesnt get inside, there are as many as 17 noisereducing features. An invisible Do Not Disturb sign to the world outside.
SHIFT WITH PLEASURE.

An updated short-stroke design, with enhanced shift linkages, gives you a firm, quick shift feel.
THE SWIFT CABIN WRAPS AROUND YOU

So its easier to touch. Feel, And get superb all-round visibility Coupled with a smooth driving
experience.
OPEN WIDE

The boot accommodates plenty. So when you drive up into the mountains, bring the mountains
back.
PUT IT HERE

For all that you can remember and everything you cant. Even your little dark secrets.
OPEN HATCH EASILY.

An electronic tailgate opener is ideal when your hands are full with her luggage. Or maybe just
her.
XXXL

Its a car that becomes a party table. A deck chair, A giant shopping basket, A delivery truck. Or a
comfortable bed for two, Perfect to shack-up in, during those long drives.

Diesel Technology

SUPERIOR TECHNOLOGY
The DDiS engine has won the International Engine of the Year Award*
in Europe. DDiS is the superior Common Rail Direct Injection
Technology that powers Maruti Swift Diesel.
This future-ready engine is highly compact and incredibly fuel efficient.
It is the lightest engine in its segment*, generates a class beating 190 Nm of torque and has an
amazing power of 75 BHP for a superior drive. This refined engine is the first in India# to have a
5 Step Multi Injection Technology for smoother running, low noise and cleaner exhaust. It is
perfect both for city and highway driving.
SUPERB PERFORMANCE
This next generation DDiS engine has a 16 valve cylinder head for more power and higher engine
response leading to a smoother ride.
It boasts of a combination of Turbocharger and Intercooler for high performance. It has Double
Over Head Camshaft (DOHC) for precise control of valves - another first that delivers better fuel
efficiency.

It is the only engine with a Chain Drive Timing System, which is maintenance-free for the entire
life of the engine.
It is a compact, light-weight and refined engine with an Aluminum Bed Plate to ensure low noise
and vibration.
ENVIRONMENT FRIENDLY
The combination of a 16 valve cylinder head and a 5 Step Multi Injection System gives efficient
combustion leading to cleaner emissions.
#In A2 diesel segment

BEBEFITS OF DEISEL SWIFT

Silent
Minimum Vibration
Class Beating Power
Environment Friendly
Great Mileage
Maintenance Free

ALL SEGMENTS PRICE

Table shows that the Usha Fans has larger number of variety in the segment A&B so the
sales must be good in these segments. But it is lacking behind its competitors in segment C,
D&E

PRICING STRATEGY - CATERING TO ALL SEGMENTS

Maruti caters to all segments 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.

SNO.

BRAND

VARIANTS

PRICE
IN
HYDERABAD

MT

1749373

GRAND VITARA

AT

1884001

MARUTI SX4

VXI

708761

ZXI MT

819964

ZXI

852542

LDI

567142

ZDI

701497

VDI

616336

LXI

478426

ZXI

625207

SWIFT DEZIRE

10

11

SWIFT

WAGON R

GYPSY

OMNI

MARUTI 800

ESTILO

EECO

A STAR

VXI

530429

VXI

475899

LXI

422544

ZXI

539147

LDI

492643

VDI

548773

LX

338670

LXI

363399

LX Duo

350286

VXI

387197

VXI ABS

418492

ST(Soft Tob)

532537

HT(Hard Tob)

551711

Cargo

214324

Cargo LPG

209160

5 Seater

244002

STD MPI

193568

A/C MTI

215880

LXI

357144

VXI

413577

LX

331162

7 STR

306248

5 STR

282028

STR with A/C

318225

LXI

358970

12

13

RITZ

ALTO

ZXI

424185

VXI

386894

IDI

482794

VDI

537236

LXI

404557

ZXI

500723

VXI

436478

STANDERD

231099

LXI

280648

LX

263036

PRICE OF SWIFT

In Hyderabad
Variant

MARUTI SWIFT LXI (BHARAT STAGE IV)

Ex-showroom Price (Rs.)

4,22,545

MARUTI SWIFT VXI (BHARAT STAGE IV)

4,56,164

MARUTI SWIFT VXI (BHARAT STAGE IV WITH ABS)

4,75,899

MARUTI SWIFT LDI (BHARAT STAGE III)

4,91,128

MARUTI SWIFT LDI BS IV

4,92,644

MARUTI SWIFT VDI BS IV

5,29,809

MARUTI SWIFT ZXI (BHARAT STAGE IV)

5,39,148

MARUTI SWIFT VDI WITH ABS BS IV

5,48,774

COPMPETITOR OF MARUTI SWIFT

MARUTI SWIFT Vs HYUNDAI GETZ
Even

if the Swift had no engine, people would buy it and thats because of its outrageous

concept-car looks.
The Getz scores highly on practicality: it is spacious, comfortable, has a good boot and many
user-friendly touches.
USHA FANS SWIFT
List price (ex-showroom, Hyderabad) Rs 4.04-5.07 lakh
Top speed 174kph
0-60kph 5.22sec

0-100kph 12.29sec
Kpl 13.85 (overall)
For Styling, value for money
Against Small boot and rear seat
HYUNDAI GETZ
List price (ex-showroom, Hyderabad) Rs 4.74-5.36 lakh
Top speed 144kph
0-60kph 5.61sec
0-100kph 14.47sec
Kpl 12.45(overall)
For Space and practicality
Against Interior quality
Pioneers always have it tough: people called Columbus mad, called Darwin a heretic, called
Hyundai forgetful for leaving out the boot on the Getz. Hyundai has been pulling its hair out
trying to get people to notice a car good enough to be our Car of the Year 2005 and hasn't had
that much success, primarily because it was the first of a kind, the Rs 5.0 lakh car without a
boot.
Hyundais tried extolling the car's virtues: its neither-too-big-nor-too-small size, its space and
practicality, its refinement and sophistication, but sales remained lukewarm. Then, along came
Maruti with the jazzy little Swift, and got 21,000 bookings within a week. And then it hiked the
price.
FUEL EFFICIENCY

LONG-LEGGED

SWIFT

MUCH

MORE

FRUGAL

In many of our luxury car tests, we say efficiency figures aren't too big a deal; here, however,
they mean everything. And no question about it, the Swift is always about 1.5kpl better than the
Getz in every environment, partly due to the longer gearing. For the Getz's 10.4kpl in the city,
the Swift returns 11.5kpl; for 14.5kpl on the highway from the Hyundai, the Maruti gives 16.2.

TECHNICAL SPECIFICATION

Layout

ENGINE
MARUTI SWIFT
HYUNDAI GETZ
4-cylinder, 1298cc, naturally 4-cylinder, 1341cc, naturally

Max power
Max torque
Specific output
Power to weight
Torque to weight
Installation

aspirated petrol
aspirated petrol
87.5bhp at 6000rpm
82.9bhp at 5500rpm
11.52kgm at 4500rpm
11.8kgm at 3200rpm
67.41bhp per liter
61.81bhp per liter
86.63bhp per tone
76.95bhp per tone
11.45kgm per tone
11.23kgm per tone
Front, transverse, front-wheel Front, transverse, front-wheel

Construction

drive
All aluminum

Bore/stroke
Valve gear
Compression ratio
Ignition and fuel

block
74.0/75.5 mm
71.5/83.5 mm
4 per cylinder, SOHC
3 per cylinder, SOHC
9.0:1
10.1:1
Spark ignition and multi-pointSpark ignition and multi-point

Gear
1st
2nd
3rd
4th
5th
Final drive

drive
Alloy head and cast iron

petrol injection

petrol injection

GEARBOX
Type: 5-speed manual
Ratios/kph per 1000rpm
3.54/7.73
1.90/14.39
1.28/21.41
0.96/28.37
0.75/36.2
4.105:1

Type: 5-speed automatic

Ratios/kph per 1000rpm
3.61/6.58
1.95/12.20
1.37/17.37
1.06/22.45
0.82/29.02
4.056:1

STEERING
Power assisted rack and

Power assisted rack and

Turns lock to lock

pinion
3.15

pinion
3.0

Front

SUSPENSION
Macpherson strut with and

Independent with

coil spring

Macpherson struts, torsion

Type

beam axle
Torsion bean and coil spring Gas-filled dampers

Rear

MAXIMUM SPEEDS (kph/rpm)

169/4700
165/5680*
174/6100
150/6700
146/6800
118/6800
97/6800
83/6800
54/6900
45/6800

5th
4th
3rd
2nd
1st
*estimated

ACCELERATION THROUGH GEARS (secs)

kph
20-40
40-60
60-80

2nd
3.3
3.1
3.2
-

3rd
5.6
5.2
5.0
5.5

4th
7.3
7.2
7.3

5th
10.2
10.5
11.4

2nd
3.7
3.2
3.6
14.4

3rd
5.3
5.0
4.8
5.4

4th
8.4
7.1
6.8
7.2

80-100
Fuel Economy
City (kpl)
Highway (kpl)

11.5
16.2

10.4
14.5

Wheel size
Made of
Tyres

WHEELS & TYRES

14J x 5.5-inch
Alloy
185/70 R14 tubeless

6.0J x 15-inch
Steel
195/65 R15 radial

5th
10.4
10.9
12.0

customers among Maruti dealers. The company has sold more than 2,50,000 Fanss and the
numbers are growing year on year.
Competent owes this to the breadth of the vision of Mr. Raj Chopra, who founded the company.
Accurately gauging the temper of the Indian customer, Mr. Raj Chopra decided that nothing less
than the very best would do - no matter how much it costs/coasted in terms of time, effort and
expense. Much before "Total Quality Management" and ISO accreditations became fashionable
buzzwords in management circles; Competent Automobiles was more than living up to its
name.
This has enabled the company to fully comply with the stringent norms set by MSIL while other
dealers were only gearing up. Competent has been example and trend setter for Maruti
Customers.

Mission Statement
Being fully aware of the competitive market scenario "WE at Competent never stop moving",It
takes thousands of passionate, dedicated and talented employees to deliver the buying experience
our customers expect and deserve.

Vision Statement
To be the benchmark in providing satisfaction delight to our customers.

INFRASTRUCTURE
At present the group operates 3 (thee) state of the art showrooms located in the heart of the
cities of Delhi, Haryana & Himachal, they have till date sold a whopping 50,000 cars! The
group has 6 full fledged Maruti Authorized workshops spread in all four points of the city
OURPHILOSOP
Competent Automobiles has a strong base of more than 1 lakh satisfied customers from all walks
of life. Our mission statement being fully aware of the competitive market scenario "WE at
Competent never stop moving, It takes thousands of passionate, dedicated and talented
employees to deliver the buying experience our customers expect and deserve.

TEAM,STAFF,WORKFORCE
RKS firmly believes that employees are one of the main source of strength for the
organization. It has as many as 500 professionals working directly & indirectly at all levels.
The human resources management at RKS seeks to create a corporate culture where values
such as "Continuous Improvement" and "Respect for People" are fully reflected in all
activities.
The company takes maximum care to ensure stability of employment and strives to improve
working conditions.

All employees are encouraged to give suggestions to improve the efficiency or working
conditions. They are also appropriately rewarded for the same. Thus RKS seeks to progress b
empowering its employees.
TEAM COMPETENT AUTOMOBILE
A dedicated fully professionally managed organization with independence of working.
Executive Director: Pramod Manudhania, FCA, Chartered Accountant, looking
after over all administration and operation.

Vice President (Projects): Anand Choadhry

taking care of new Projects,True Value Business.

Senior General Manager Service: Mr. N K Patel

looking after all the five workshops servicing about 4000 cars a montGenera

Manager (Projects): Mr. Sameer ,

looking after Strategic Marketing activities, new Projects, Maruti Driving School.

General
The

manager (Spares): Mr. Ravi Mantri

General Manager Sales: Mr. Bhargav, Sales

ACHIEVEMENTS
o Since the last directors report, the Company has received following awards from
Usha Fans India Limited in its Annual
o Dealers Conference:
o Award for Highest Sales in North Zone;
o Award for Best Performance in Institutional Sales Dealer (Growth);
o Award for Best Performance in DGS & D Sales; and
o Award for Innovative Usage of Dealer Mangement System (DMS).

 To analyze the customer satisfaction towards the Maruti Swift in Delhi NCR with a
special reference to the Marti Suzuki Motors.

To know the strengths and weaknesses of the Maruti Swift.

To know the perception towards the Brands about the sales, services, offers to buy Usha
Fans products.

To know the customers opinion about various cars in Delhi NCR.

RESEARCH METHODOLOGY
Two broad research methodologies can be used to answer any research question. They are
experimental research or Non experimental research. In experiment research, there is control
over the extraneous variable and manipulation of at least one variable investigation. In Non
experimental research , there is no intervention beyond that needed for the purpose of
measurement .
RESEARCH DESIGN:A research design is a statement is a statement or specification of the method and producers used
for acquiring the information needed for the solution of some specific problems. It provides a
scientific frame work for conducting a research.
Although research design may be classified by many criteria, the most useful one concern the
major purpose of the investigation. On the basis, research design can be classified into three
classes Exploratory, Descriptive and Casual. If no formal design or structure questionnaire are
used, exploratory design is used .If a person is conversant with the problem environment, or is
conducting the research for some specific purpose using structure questionnaire to gather
information, the research design is descriptive casual research design is used to establish cause
and affect relationship.

For descriptive studies and also casual studied, data analysis and project output are critical
aspects of research planning, this study uses descriptive design.

DATA COLLECTION METHOD

The following steps are involved in the data collection process:

Finding out the type of information required in the investigation.

Establishing the facts that are available at present and the additional facts required.

Identification of the source from where they can be available.

Selection of appropriate information collection method.

The data required from this study is collected from primary and secondary sources;
The data collected are both Quantitative and Qualitative.

PRIMARY SOURCES:The primary used for gathering data required for this survey is Survey method

In the survey method a survey of the consumers satisfaction toward four wheeler is done. A
planned effort is made using structured questionnaire to interview the respondents. The
respondents are the owners of the four wheeler, who are interviewed, are chosen using non
probability sampling method.

The survey can be done through personal interviews .In this study respondent are interviewed
personally so that the errors involved in gathering primary data are minimized.

SECONDARY SOURCES:The secondary sources used for collecting data are:-

1. Internal Sources: Companys Reports.

Companys Publications.
Companys Employees.
Company Strategy.

2. External Sources:Information was gathered from Magazines like Auto Expo, Car Bazaar, and Business
World & Business Today. Business dailies like The Economic Times, The Business Line
etc
News Paper like The Hindustan Times, Business Standard & The Corporate Times. Apart
from this information was also taken from internet.

SAMPLING PROCESS:Taking into account the practical considerations ( Such as time limit, cost, etc ) the study a
sample survey as the means of means of gathering primary information. A sample survey allows
a reason to concentrate his attention upon a relatively small number of people and hence, to
devote more time and energy to ensure that the information collected from them is more
accurate.

DEFINING THE POPULATION:-

The first thing that a sample plan must include is the definition of the population to be
investigation. The population should be defined as clearly as possible. The population chosen for
the study, taking in to consideration the objective of the study is defined as, all the customer of
four wheeler.

SAMPLE DESIGN:Sample design is the heart of the sample planning process. A sample design involves
specifications of the type of sample used, the appropriate sampling unit, and the sample size.

TYPE OF SAMPLE:The study use non probability sampling most of the sampling in marketing research is non
probability in nature of the various non probability methods , convenience sampling method is
used in this study rather than using a table of random number as in probability sampling .
convenience sampling means that the sampling unit are accessible, convenient and easy to
measure. The advantage of choosing a non -probability sampling methods is that the sampling
error will be when compared to probability sampling.

SAMPLING UNIT:The sampling unit forms the basis of the entire sampling procedure. It is that which is actually
chosen by the sampling process. The sampling unit may contain one or more population
elements. The sampling unit in the study consists of the private employees, government
employees, business people and others.

SAMPLE SIZE:The sample consist of 50 customer selected from the Hyderabad using convenience sampling
method. Out of the customers selected for the study, some did not own four wheeler and some
had not responded well. Hence they had to be replaced by other customers.

LIMITATIONS:-

Taking the market conditions into consideration the survey, which include a
sample of 50, was a respective one.
Due to the limitation of span of time and limited resources survey was conducted
for a period of 6 weeks.

The geographic region covered for the survey was limited to the boundaries of the
Hyderabad city.

Since the survey was conducted at the market localities and the person who has
owns a Maruti Swift

Improper response from customers and buyers, but it was minimal.

Scientific methods of post testing could not be conducted.

Minimal possible bias in administrating the questions at the survey conducted

area.

The reaction and attitudes are subjected to changes according to their needs and
time.

1. Selection of Maruti swift Model.

Particulars

No. of Respondents

Percentage (%)

Petrol

18

36

Diesel

32

64

Total

50

100

Source: Primary Data

Analysis:Here we have to find out that maximum value of Diesel model in the market that is 64%
out of total sample size so we can say that current scenario of the market maximum
captured by Diesel model compare to Petrol model. Now in present time customer prefers
more Swift Diesel model.

2. Influencing features for the purchasing power of the customer.

Particulars

No. of respondents

Percentage (%)

Price

15

30

Product Features

20

40

Brand

14

Service

16

Total

50

100

Analysis: Here we found that the product feature of swift car is more influencing factor
to purchase power of the consumers. In this chart it is clear that product feature is very
important factor for the consumption level of the product. So this is showing that % of
product feature is more than compare to others i.e. 40%. Hence, selling of swift car is
depending upon the product quality.

3. Different sources of purchasing pre-owned car

Particulars

No. of respondents

Percentage (%)

Through Advertisement

12

24

Dealer

18

36

Showroom

10

20

Durability

10

20

Total

50

100

Analysis:
Above diagram shows the highest value of dealer. Where a dealer provides different
warranties, services, convenience, availability and other facilities to the consumers whatever
he wants. So dealer is important mediator for delivering the goods and services to the
consumers. Here, dealers percentage is greater than to others i.e. 36%.

4. Important suggestions towards the Maruti Swift engine.

Particulars

No. of respondents

Percentage (%)

Very Good

10

20

Good

16

32

Average

10

Not Good

11

22

Cant Say

16

Total

50

100

Analysis:
This chart shows the various suggestions towards the maruti swift engine. Most of the
suggestions are good. On the other hand, most of the consumers are satisfied from its engine
capability. Hence, we can say that % various feedbacks of the consumers regarding good is
higher than compare to others i.e. 32%.
5.Customer satisfaction toward mileage of Maruti Swift.
Particulars

No.of respondents

Percentage (%)

Yes

30

60

No

20

40

Total

50

100

Analysis:Here we found that 60% customers are satisfied with the mileage of swift and other 40%
customers are not satisfied with the mileage of Swift they have diffirent perception regarding
the mileage of swift .This chart showing the majority of satisfied customers, so we can say
that customers are satisfied with mileage of swift.

6.Customer opinion on Maruti Swift related to safety features.

Particulars

No. of respondents

Percentage (%)

Very Good

10

20

Good

17

34

Average

12

24

Cant say

11

22

Total

50

100

Analysis:This chart is showing that just customer satisfied with the safety features of swift because
when customer expect more safety then cost of swift beccome high. So here 34% customers
are satiesfied with safety features of swift and only 20% are most satisfied with the safety
and 24% average satisfied with the safety features remaining 22% are unable to say about the
safety features of the Swift.

7.Customer opinion about good competitor of maruti swift.

Particulers

No. of respondents

Percentage (%)

i 20

13

26

i 10

18

Ritz

11

22

Getz

11

22

Indica

12

Total

50

100

Analysis:
Here we found that 26% is the highest value so its indicate that i20 is the best competitors of the
Swift ,after that Getz and Ritz are good competitors of Swift. Now Indica has come in market
with diffirent features and luxurious model so it is also a good competitor of Maruti Swift. In
this chart i10 got the 18 % so it indicate the i10 is also competitor of Swift.

8. From the consumer point of view, Price maintain by the Usha Fans in the
future :
Particulers

No. repondents

Percentage (%)

Yes

19

38

No

15

30

Cant say

16

32

Total

50

100

Analysis:Here we can see in chart that is 38% customers opinions that company will be able to maintan
the price in the future but 32% customers opinion that no, company will be increase the price of
swift because it is necessary for maintenance the cost of company . Other 30% customers are
unable to say anythings they are depend on the company decision.

9. Costomers Satisfaction towards the changes in the Swift car.

Particulers

No.of respondents

Percentage (%)

Yes

26

52

No

13

26

Cant say

11

22

Total

50

100

Analysis:Here we found the costomers are very enthusiastic to want change in the swift for their better
satisfaction i.e.52% response by the customers. And 26 % customers dont want to change in the
Swift , 22% customers are unable to say that will be change in the swift .
Here majority is saying that customers want to change in the Swift as mostely customers want to
change in the Back Glass of the Swift due to no clear visible in back side when driver apply
back gear, because back glass size is small. So customers want little bit improvement in the Swift
car.

10. Customers frequently change their car.

Particulers

No.of respondents

Percentage (%)

1-3 Years

18

36

3-5 Years

11

22

5-10 Years

15

30

More than 10 Years

12

Total

50

100

Analysis:Here we found that most of the customers are changing their car between 1-3 year. Because
changing any product is depend upon the money as well as time factor. Hence we can say that
consumers can not chang their car less than 1-3 years.

FINDINGS

Basing on the data gathered from the customers , which was analyzed , the
following observations are made.
Here we found that the customers are fully satisfied with the Diesel model of Swift. So
now this time market mostely captured by the swift and booking of swift advance going
on .
Majority of the customers preffering the swift due to the product features. They are fully
satisfied by product with the deffirent features of Swift .
Here majority of the customers will be buy pre-owned car by the dealers due to they want
to true value of the car.
Here customers gave the good value for the Swift engine they have no any doubt
regarding swift engine. Thats why costomers has fully satisfied .
We found that majority of the customers are fully satisfied with the mileage of Swift car.
Majority of the customers said that we are satisfied with the safety features of the Swift
so they gave only good response .They are saying that if we want very good safety
feature then car price will be also high.
Majority of the customers preffering the i20 and Getz as the good competitors of the
Swift.
Mostely customers hope that maruti will be not hike the price in the future, it will be able
to maintain the price of the swift . Some of the customers has hope that when cost of raw
material will hike then price will also hike .
Costomers are fully enthusiastic to saw some new changes in the future swift . Majority
of customers want to some change in the future , As back side glass.
Mostely customers changing there car between 1-3 years.

SUGGESTIONS

After analyzing the findings ,the following suggestions have been prepared .Great
care has been taken in the making these suggestions for improvement of the
customer satisfaction :

A constant urge to upgrade and keep pace with the changing times gives
organization the competitive advantages or cutting over the competition .
The service centre must be ready with all type of spare part all over the time .
Improve in the size of back glass for clear visibility in back side .
Introduce low instalment and low down payment schemes to attract more people .
Satisfy existing customers by giving more value and offers.
Some costomer want to change in the swift back light as round shape .
There is heavy demand for Maruti Swift in the market , so the supply has to be
improved to meet the demand of the customers .
Inspect the servicing centrs continuosly so that they try to follow rule and
regulations strictly ,and will serve the car on time .
Try to maintain reasonable price of the swift, as this is the key factor for
customers satisfaction towards Swift .
All the cars of Usha Fans Must be available in the each and every showroom.
Company must try to tap the rural area with the help of print media and hoarding .

In every organization employee behavior should be great, for providing better

customer satisfaction .

CONCLUSION

After analyzing the interpretation and finding the following conclusion were
made: -

After interacting with the customers, I found that ,customers are emotionally attached with
Usha Fans Brand . Most of customers are highly satisfied with Maruti Swift.

Usha Fans is giving very tough competition to its competitors like Tata Motor, Hyundai
Motor etc.

During my survey, I found that Swift mostly preffering by young age people in A2 segment
car . They are fully satisfied towards Swift.

Customers are not happy with the back glass of Swift due to very small size they cant see
easely in back side on back gear.

Usha Fans is providing the cutomer satisfaction not only selling the cars, and it want to beat
their competitors .

The company is the known to providing the good service and quality.

I found in my survey that Usha Fans product is first preffering by the defence as Gypsy,
Gypsy and Grand Vitara has power gear.

BIBLIOGRAPHY

BOOKS

AUTHOR

MARKETING MANAGEMENT

PHILLIP KOTLER, KOSHI & JHA

PRINCIPAL OF MARKETING

PHILLIP KOTLER & AMSTRONG

RESEARCH METHODOLOGY

R.C.KOTHARI

WEBSITES:
http://www.marutisuzuki.com
http://www.marutiswift.com
http://www.marutidealer.com
http://www.marutiindia.com

PRINT MEDIA:
THE TIMES OF INDIA
THE HINDU
AUTO EXPO MAGAZINES
AUTO CAR MAGAZINE
BUSINESS STANDARD

ANNEXURE
QUESTIONNAIRE

Name .

Mobile No

Email.

Profession..

Q1. Which Model of Maruti Swift do you own?

a) Petrol

b) Diesel

Q.2. Which feature influenced you the most while Considering your Swift purchase?
Price
Product feature
Brand
Service
Q3. If you plan to buy a pre-owned car, through which source you would like to buy?
Through advertisement
Dealers
Showroom
Durability
Q 4. Your valuable suggestion/Comments on Maruti Swift Engine?
.................................................................................................................................................
...................................................................................................................................................
Q.5. Are you happy with the mileage of your swift?
a) Yes

b) No.

Q.6 What is your opinion on Maruti Swift related to safety features?

......................................................................................................................................................
Q.7. According to you, which model is a good competition to Swift & Why?

....................................................................................................................................................
............................................................................................................................................................
........
Q.8. Do you think Usha Fans will be able to maintain the price of Swift in future if there is hike
in cost of raw materials?
.Yes
. No.
. Cant say
Q9Are you looking for any changes in Swift for better Customer satisfaction.
......................................................................................................................................................
............................................................................................................................................................
Q.10.How frequently you change your car?
1-3 years
3-5 years
5-10 years
More than 10 years.

THANK YOU

DATE

SIGNATURE