After Sales Srevice of Maruti Suzuki

After Sales service Of Maruti Suzuki
Sr. CONTENTS Page

No
No.
1 EXECUTIVE SUMMARY
2 Introduction To Maruti Suzuki
Background of Indian car Industry

3 OBJECTIVE
4 COMPANY’S PRODUCTS IN MARKET

LATEST LAUNCHES
BRANDS OF MUL
PRODUCT PROFILE OF MARUTI SUZUKI INDIA LIMITED LTD
MARUTIS OTHER PRODUCTS IN MARKET

5 STRASTEGYS OF MUL
6 Maruti and CRM

7 SWOT ANALYSIS
8 CURRENT STRATEGIES FOLLOWED BY

MARUTI SUZUKI
9 Secondary Market Of Maruti Suzuki
10 MARKET SCENERIO (2008-09)
FINANCIAL PERFORMANCE
11 ACHIEVEMENTS OF A COMPANY
1
12 PROBLEM STATEMENT
RESEARCH OBJECTIVE
13
DATA COLLECTION
14 CONCLUSION
RECOMMENDATION
15 APPENDICES/ANNEXURES
Questionnaire
16 BIBLIOGRAPHY
EXECUTIVE SUMMARY
2
The primary objective of the report is to measure customer satisfaction for after
sales services of cars (entry level) provided by car manufacturers (Maruti, Tata
motors and Hyundai) in Mumbai city. Rating is given to the three companies on
the basis of the after sales provided by the companies. In order to achieve this
objective an extensive research was undertaken in the areas of Mumbai.
The entry of foreign car players in India, has led to the exit of a lot of players from
the Indian auto industry and new products being constantly offered by both the
foreign car companies and their Indian counterparts.
In a scenario like today where cars do not differ very greatly in terms of
technology at the entry level, the various car companies have attempted to
differentiate their products on the basis of after sales service offered by them and
their dealers in terms of Strong Dealer Network accessible all over India,
Technically qualified staff and Number of Free after sales services offered to
customers.
The project report highlights that after sales service is a major aspect while a
customer buys a car. The customer satisfaction of three major players in the car
segment (entry level) is conducted and Maruti came as the no: one brand followed
Hyundai and Tata motors. According to J.D. Power Asia Pacific Indian customer
satisfaction Index 2002, Maruti had the highest rating followed by Hyundai. Many
3
people rank Maruti as the best brand in the entry level cars. Respondents believe
that after sales service provided by the company reflects its overall image while
buying a car. Many respondents are satisfied by not only the service provided by
the various service stations but their availability. Respondents believe that dealer
network is not a major criterion while buying a car. Majority of the respondents
believe that service station network is not a major criterion while buying a car.
Brand image is very important factor which is considered by the respondents while
buying a car.
Some recommendation to the Dealers and Service station providers which comes
from the course of this project report are -giving remainder calls of service to their
customers, spare parts at concessional rate, good exchange value for old cars, wheel
alignment, A/C maintenance etc. to name a few.
Introduction To Maruti Suzuki
4
Maruti Suzuki India Limited is a publicly listed automaker in

INDIA. It is a leading four-wheeler automaker manufacturer in south
asia. Suzuki motor corporation of Japan holds a majority stake in the
company. It was the first company in India to mass-produce and sell
more than a million cars. It is largely credited for having brought in an
automobile revolution to India. It is the market leader in India and on 17
September 2007, Maruti Udyog was renamed Maruti Suzuki India
Limited. The company headquarter is in GURGAON, HARYANA.
Maruti Suzuki is one of India's leading automobile
manufacturers and the market leader in the car segment, both in terms of
volume of vehicles sold and revenue earned. Maruti Udyog Limited
(MUL) was established in February 1981, though the actual production
commenced in 1983 with the Maruti 800 , based on the SUZUKI Alto
kei car ,which at the time was the only modern car available in India, its'
only competitors- the Hindustan Ambassador and premier Padmini
were both around 25 years out of date at that point Through 2004,
Maruti has produced over 5 Million vehicles. Marutis are sold in India
and various several other countries, depending upon export orders.
5
Models similar to Marutis (but not manufactured by Maruti Udyog) are

sold by Suzuki and manufactured in Pakistan and other South Asian
countries.
The company annually exports more than 50,000 cars and has an
extremely large domestic market in India selling over 730,000 cars
annually. Maruti 800 ,till 2004, was the India's largest selling compact
car ever since it was launched in 1983. More than a million units of this
car have been sold worldwide so far .
Due to the large number of Maruti 800s sold in the Indian

market, the term "Maruti" is commonly used to refer to this compact car
model. Till recently the term "Maruti", in popular Indian culture, was
associated to the Maruti 800 model.
Maruti Suzuki was born as a government company, with Suzuki

as a minor partner to make a people's car for middle class India. Over the
years, the product range has widened, ownership has changed hands and
the customer has evolved.
Background of Indian car Industry

The no. of MNC’s entering in Indian car market is increasing and therefore needed
to carefully plan their entry into emerging markets. Early commitment to a market
6
often results in first mover advantages that are difficult to replicate. On the other
hand, later entrants have the opportunity to learn from the mistakes of the first
entrant. The Indian car market offers useful lessons in this context. In the 1990s,
the Indian Government removed several restrictions in a bid to attract foreign
investors into the automobile industry. Among the first to enter was Daewoo of
South Korea, with its model Cielo, targeted at the upper end of the market. Other
MNCs such as Ford and General Motors also entered the Indian market, followed
by Hyundai, Honda, Toyota and Volkswagen. In this case, we shall examine the
strategies of some of the major players in the Rs 18,500 crore Indian car markets
and how successful they have been till date. The case is relevant to the issues
being covered in this book as the Indian car industry is completely dominated by
MNCs*, barring the lone exception, Telco.
OBJECTIVE
7
Mission- To provide maximum value for money to their

customers through continuous improvement of products and services.
Vision- Creating customer delight and shareholders wealth .
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.
COMPANY’S PRODUCTS IN MARKET
8
It provides 13 brands of cars ranging over 150 variants. Suzuki Motor

Corporation, the parent company, is 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.
MARU
9
A-S T A R
LATEST LAUNCHES
10
RITZ
GRAND
VITARA
NEW ALTO
K-10
11
BRANDS OF MUL
 Historious car is Maruti 800
Maruti 800 - Launched 1983 - Largest selling car inIndia, until

2004 - cheapest car in India. (P)“Change ur life”
 Omni – 1984, 2 Face-Lifts(P) “Fits all”

 Gypsy – 1985 (P) “King”
 Wagon-R – 1999, 2 Face-Lifts.(P)”For the smarter race”

 Alto – 2000, Currently the largest selling car in India. 1 Face-Lift.
(P) “Lets go”
 Versa(2003-) (P) “The joy for travelling together”

 Zen Estilo(2005-) (P) “ Shape ur world”
 Swift 1 very small face-lift(2005) (P & D)
• Maruti Suzuki SX4 (May 2007- ) (P & D) “Men are back”
• Suzuki Grand Vitara Sports Utility Vehicle - July 2007.
Imported(P) “Play it your way”
• Maruti DZiRE Sedan Version of swift - March 2008(P & D) “The

heart car”
• Suzuki Alto (Sold in India as the Maruti A-Star)
Launched in 2008 December. “Stop @ nothing”
Models of 2009
• Suzuki Splash
12
• Ritz “Live the Mom
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.
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.
13
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.
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
14
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.
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.
15
Ritz -“Live the Moment”
Model of 2009 known by the name Suzuki splash having attractive back
with maximum ground clearance
16
MARUTIS OTHER PRODUCTS IN MARKET
MARUTI INSURANCE MARUTI

DRIVING SCHOOL
MARUTI GENUINE ACCESSOR
17
MARUTI TRUE VALUE Maruti

Finance
STRASTEGYS OF MUL
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
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A3 D ZiRE, Sx4
SUV Vitara, Gypsy
C - Class Omani, Versa
Price:-
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,
Wagonr, 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
modle of the company . The price of car are decided according to its
product varity, 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 Gujara
19
Suggested Place strategy:-
 400 new car sales outlets in next three years.
 150 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:-
o Advertising
o TV Ads
o Print Ads
o Radio Ads
o Advertising Strategy
 Persuasion Advertising
“Ghar Aa Gaya Hindustan”
“India Comes Home in Maruti Suzuki.”
Information Advertising
 Alternative Advertising Options
 BTL - Sponsorships
20
 TV shows - India’s Got talent
 Place Advertising – Bill boards
 Sales Promotions
 Product warranties
 Premiums (gifts)
 Trade shows
 Future Plan:-
21
 Fourth assembly plant will be scaled up to produce 3,00,000 cars

a year by 2010.
 NEXT SUPERSTAR:-
 Suzuki Cervo'sport a Suzuki 660cc engine - as against Nano's
623cc and wear a tag of around Rs 1.5 lakh on road.
22
Maruti and CRM:-
 Maruti created a land-mark in CRM by launching a website for

the customers in the year 1998
 Maruti Auto Card-- Auto Card brings the customer all the
advantages of an international credit card in addition to bringing
the customer an opportunity
Maruti True Value Out let:-
Maruti has aided customers by providing them the facility 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.
Maruti Call Center:-
Maruti has proper customer complain handling cell under the CRM dept.
The CIC will help MUL rapidly build an information pool of over 3
million Maruti owners as well as that of its prospective
Maruti insurance:-
It has launched in 2002 Maruti provides vehicle insurance to its
customers with the help of the National Insurance Company, Bajaj
Allianz, New India Assurance and Royal Sundaram. The service was set
up the company with the inception of two subsidiaries Maruti
Insurance Distributors Services Pvt. Ltd and Maruti Insurance
23
Brokers Pvt. Limited.
This service started as a benefit or value addition to customers and was

able to ramp up easily. By December 2005 they were able to sell more
than two million insurance policies since its inception.
24
SWOT ANALYSIS
STRENGTHS
Bigger name in the market
Trust of People
Maruti Udyog 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
Exports are not that good.
Lesser diesel models in the market compare to others
Global image is not that big
25
OPPURTUNITIES
Great opportunities to go global with success of Swift and SX4
allover
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
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
26
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
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 ZXI 5,05,127
27
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
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.
28
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):
29
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.
Secondary Market Of Maruti Suzuki

THE TIMES OF INDIA
ARTICLE ON
8 Mar, 2010, 05.47AM IST, Gaurie Mishra & Nandini Sen Gupta,ET Bureau
NEW DELHI: Suzuki Motor Corp has raised its stake in Maruti Suzuki to 55%,
triggering speculation about the Japanese firm’s intentions for its Indian subsidiary
and whether the move is part of a larger plan to take full control of the country’s
top carmaker.
Suzuki raised its stake in Maruti by 0.8% through secondary market purchases
“very recently”, two persons familiar with the matter told ET. One of them, an
investment banker, said Suzuki was set to increase its stake further. Indian rules
allow companies to make creeping acquisitions of up to 5% a year and any
increase beyond 55% will require Suzuki to make an open offer for another 20%.
A spokesman for Maruti, whose website is still to reflect Suzuki’s revised holding
in it, declined to comment, while several emails set to Suzuki remained
30
unanswered. However, a person close to the company said “any change in the
stakeholding will only come up before the board at the statutory board meeting
scheduled for the third week of April”.
MARKET SCENERIO (2008-09)
31
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.
32
FINANCIAL PERFORMANCE
FINANCIAL PERFORMANCE OF EVERY COMPANY
DEPENDS UPON ITS SALES AND PROFIT VOLUMES
SALES VOLUMES OF A COMPANY
33
ACHIEVEMENTS OF A COMPANY
• MARUTI has been rated (by customers) first in customer satisfaction among
all car makers in India for nine years in a row in annual survey by J D Power
Asia Pacific.
• MARUTI was rated among the world’s top five car manufacturers in the
Forbes Magazine World’s most reputed company 2006.
• World Environment Foundation has awarded World environment foundation

has awarded Maruti as winner of Golden Peacock award for Environment
Management 2007.
• MARUTI Has Been Awarded As Car Wale Awards 2009 & 2010 Also.
34
PROBLEM STATEMENT
“TO MEASURE CUSTOMER SATSFACTION FOR AFTER

SALES SERVICE BY CAR MANUFACTURERS.”
35
RESEARCH OBJECTIVE
Major:
 To measure the customer satisfaction on basis of after sales service
provided by the car companies.
Minor:
 To give rating to the car companies on the basis of after sales
service provided by them.
 Issues which customers give preference while rating customer

satisfaction post buying a car.
 Awareness among people regarding the services offered by the

various car companies and car dealers.
36
DATA COLLECTION
Method adopted for the data collection is survey method. I asked questions related
to the subject and collected their responses by personal or impersonal means. Here
the data was collected through various respondents who are using Maruti, Hyundai,
and Tata Motors cars.
Hence questionnaire was formed, and data is collected from respondents about
their satisfaction about the service provided by car companies.
Primary data and secondary data are collected through various sources. Like….
Primary data:
• Existing car users

• Dealers and service stations
Secondary data:
• Internet
• Magazines
• Newspapers
37
SURVEY REPORTS
Brand of Car Preferred –(Found from the survey)
brand of car
80
60
40
20
Percent
0
maruti hyundai tata motors others
brand of car
Source: questionnaire
From the survey conducted it was found that 67.8 % preferred Maruti is the brand
Which Is giving Best Barnd For After Sales service
38
Rank Given To Car Manufacturers’ For After Sales Service

MUL Rank-01
= No .01
= No .02
= No .03
= No .04
rank given to maruti
Mis s ing
no 3
16.7%
56.7%
22.2% no 1
no 2
From the survey conducted it was found that 56.7% of respondents ranked Maruti
as no.1 car on the basis of after sales service.
39
HYUNDA Rank-02
= No .01
= No .02
= No .03
= No .04
rank given to hyundai

Missing
6.7%
no 1
no 3 31.1%
26.7%
35.6%
no 2
From the survey conducted it was found that 31.1% of respondents ranked Hyundai as no.1
car on the basis of after sales service.
40
TATA Rank-03
= No .01
= No .02
= No .03
= No .04
rank given to tata motors
Missing no 1
7.8%
35.6% no 2
50.0%
no 3
From the survey conducted it was found that 7.8% of respondents ranked Tata Motors as
no.1 car on the basis of after sales service.
41
ASS Factor At The Time Of Buying A Car Of Maruti Suzuki
after saleservice as a factor buying a car

60
50
40
30
20
10
Percent
0
yes no
after saleservice as a factor considered while buying a car
From the survey it was found that 56.7% of the respondents said that
they consider after sales service delivered by the companies as the
important factor while buying a car.
42
After Sales Service as a factor considered while buying a car Of

Maruti Suzuki
after saleservice as a factor buying a car

60
50
40
30
20
10
Percent
0
yes no
after saleservice as a factor considered while buying a car
From the survey it was found that 56.7% of the respondents said that they
consider after sales service delivered by the companies as the important factor
while buying a car.
43
Service station network as a factor considered while buying a car Of

maruti Suzuki
service station network- factor in buying a car

60
50
40
30
20
10
Percent
0
yes no
service station network as a factor considered while buying a car
Majority of the respondents believe that service station network is not a major
criteria while buying a car.
44
Brand Image A factor While Buying A Car Of Maruti Suzuki
brand image a factor while buying a car

80
60
40
20
Percent
0
yes no
brand image as a factor considered while buying a car
Brand image is very important factor which is considered by the respondents

while buying a car.
45
CONCLUSION
 From the survey conducted it was found that 67.8 % preferred Maruti
as the brand.
 From the survey it was found that average age of the cars was 1-5
years.
 The data shows that 82% of the people surveyed say that after sales
service does affect the overall image of the company. So the car
manufacturing companies have to focus on their after sales service in order
to maintain brand loyalty.
 From the survey conducted it was found that 61.1% of the respondents
found the service delivered by the service stations to be reliable. But
companies need to work on it improve upon this figure.
 From the survey it is found that 67.6% of the respondents from the
sample were satisfied with service provided by the companies. But still
companies need to work on it.
 From the survey it was found that 72.2% of respondents were satisfied
with the no: of service stations available within their reachable area.
 From the survey conducted it was found that 56.7% of respondents

ranked Maruti as no.1 car on the basis of after sales service. From the
survey conducted it was found that 31.1% of respondents ranked
Hyundai as no.1 car on the basis of after sales service. From the
46
survey conducted it was found that 7.8% of respondents ranked Tata

Motors as no.1 car on the basis of after sales service.
 From the survey it was found that 56.7% of the respondents said
that they consider after sales service delivered by the companies as the
important factor while buying a car.
 73% of the respondents believe that dealer network is not a major

criterion while buying a car.
 Majority of the respondents believe that service station network is

not a major criteria while buying a car.
 Brand image is very important factor which is considered by the

respondents while buying.
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RECOMMENDATION
 Dealers should give a monthly remainder call to their customers

for the after sales service.
 There should be free wheel alignment provided by the service

station.
 Air condition should be given a free service charge.
 Spares parts of various cars within the service period should be

given at a concessional or discounted rate.
 When the customers go for a new car the dealers should give
them a fair re-sale value or for an exchange offer.
 Dealers should position themselves as a quality service provider.
 After the service, the service station must give the delivery of the
car to the customer free of cost at his desired time.
 Schemes of free service after a consecutive 5th service at a

particular service station should be adopted by the service station
48
APPENDICES/ANNEXURES
Questionnaire
We, the students Of C.K. Thakur Collage Of Arts, Comers And Science .The
information required is part of the project done by the student of the institute to
analyze the reasons for rating the companies on the basis of customer satisfaction
post buying the cars. The information will be kept confidential.
1. How old is your car?
a) < 1 year b) 1-5 years c) 5-10 years d) 10 + years
2. Which brand of car do you have?
a) Maruti b) Hyundai c) Tata d) Others
49
3) What are the services provided by the company?
a)
b)
c)
4). Does after sales service effect the image company in
Consumer mind?
a) Yes b) No
5). Do you find the service delivered by the service station to be
reliable?
a) Yes b) No
50
6).Are you satisfied with services provided by the company
a) Yes b) No
7).Are you satisfied with the number of service stations with in

reachable area
a) Yes b No
8).Are you satisfied with services delivered or implemented by
dealers?
a) Yes b) No
51
9).How would you rate the companies on the basis of after sales services
provided by them?
CAR HYUNDAI MARUTI TELCO

COMPANY
Rank (1-3)
10).What additional features would you like to be incorporated in their
After sales package?
1)
2)
3)
11). Please mention your Name.
52
BIBLIOGRAPHY
 www.google.com
 www.indiainfoline.com
 www.scribd.com
 www.gaddi.com
 TIMES OF INDIA
 ECONOMIC TIMES
53
54

After Sales Srevice of Maruti Suzuki

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After Sales service Of Maruti Suzuki

Sr. CONTENTS Page

Background of Indian car Industry

4 COMPANY’S PRODUCTS IN MARKET

PRODUCT PROFILE OF MARUTI SUZUKI INDIA LIMITED LTD

MARUTIS OTHER PRODUCTS IN MARKET

6 Maruti and CRM

8 CURRENT STRATEGIES FOLLOWED BY

Introduction To Maruti Suzuki

Maruti Suzuki India Limited is a publicly listed automaker in

Models similar to Marutis (but not manufactured by Maruti Udyog) are

Due to the large number of Maruti 800s sold in the Indian

Maruti Suzuki was born as a government company, with Suzuki

Background of Indian car Industry

Mission- To provide maximum value for money to their

Vision- Creating customer delight and shareholders wealth .

Maruti has a network of 391 sales outlets across 230 cities

COMPANY’S PRODUCTS IN MARKET

It provides 13 brands of cars ranging over 150 variants. Suzuki Motor

 Historious car is Maruti 800

Maruti 800 - Launched 1983 - Largest selling car inIndia, until

 Omni – 1984, 2 Face-Lifts(P) “Fits all”

 Wagon-R – 1999, 2 Face-Lifts.(P)”For the smarter race”

 Versa(2003-) (P) “The joy for travelling together”

• Maruti Suzuki SX4 (May 2007- ) (P & D) “Men are back”

• Suzuki Grand Vitara Sports Utility Vehicle - July 2007.

Imported(P) “Play it your way”

• Maruti DZiRE Sedan Version of swift - March 2008(P & D) “The

• Suzuki Alto (Sold in India as the Maruti A-Star)

Launched in 2008 December. “Stop @ nothing”

• Ritz “Live the Mom

PRODUCT PROFILE OF MARUTI SUZUKI INDIA LIMITED LTD.

ALTO - LET’S GOS

GRAND VITARA XL – 7 - LIVE THE GRAND LIFE

GYPSY – ADVENTURES UNLIMITED

OMNI – FITS ALL

The Omni is truly India’s Original Maruti suzuki india limitedtipurpose

MARUTI 800 - CHANGE YOUR LIFE

WAGON R-INSPIRIED ENGINEERING

The Wagon R’S original tall body design, spaciousness, ergonomically

ZEN –SURRENDER TO THE NEW ZEN

SWIFT- YOU ARE THE FUEL

SX-4 – MEN ARE BACK

Revolutionary European design, world class “drive by wire” .Most

SWIT DZIRE- THE HEART CAR

A car having everything you desire stunning looks, luxurious interiors,

Ritz -“Live the Moment”

MARUTIS OTHER PRODUCTS IN MARKET

MARUTI INSURANCE MARUTI

MARUTI GENUINE ACCESSOR

MARUTI TRUE VALUE Maruti

Product Line Products

A2 Alto, Zen ,Wagon –R, Swift, A-star

SUV Vitara, Gypsy

C - Class Omani, Versa

 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

Suggested Place strategy:-

 400 new car sales outlets in next three years.

 150 new true value shops in next three years.

 1200 new Maruti Authorized Service Stations in next three years.