A SUMMER TRAINING PROJECT REPORT

ON
“CONSUMER SATISFACTION”

WITH

SUBMITTED IN PARTIAL FULFILLMENT FOR THE AWARD OF

DEGREE OF BACHELOR IN BUSINESS ADMINISTRATION

2017-2020

UNDER THE GUIDANCE SUBMITTED BY:-

Mr. SAURABH SINGH ANJALI ROHILLA

ASSISTANT PROF. ENROLLMENT NO. - 00124201717

CHANDERPRABHU JAIN COLLEGE OF HIGHER STUDIES & SCHOOL OF LAW

An ISO 9001:2008 Certified Institute (Approved by the Govt of NCT of Delhi
Affiliated to Guru Gobind Singh Indraprastha University, Delhi)
Plot No OCF Sector A-8, Narela New Delhi -40
 DECLARATION

This is to certify that Report entitled “CONSUMER SATISFACTION WITH

MARUTI SUZUKI” which is submitted by me in partial fulfillment of the
requirement for the award of degree Bachelor of Commerce (Hons) to GGSIP
University, Dwarka, Delhi comprises only my original work and due
acknowledgement has been made in the text to all other material used.

Date:

Approved by Name of Student

Mr. SAURABH SINGH ANJALI ROHILLA

 CERTIFICATE

This is to certify that Report entitled “CONSUMER SATISFACTION WITH

MARUTI SUZUKI” which is submitted by ANJALI ROHILLA in partial
fulfillment of the requirement for the award of degree Bachelor of Commerce
(Hons) to GGSIP University, Dwarka, Delhi is a record of the candidate own
work carried out by him under my/our supervision. The matter embodied in this
thesis is original and has not been submitted for the award of any other degree.

Date: Supervisor Signature

 ACKNOWLEDGEMENT

I offer my sincere thanks and humble regards to Chanderprabhu Jain College of

Higher Studies and School of Law, GGSIP University, New Delhi for imparting us
very valuable professional training in B.com(H).

I pay my gratitude and sincere regard to MR.SAURABH SINGH , my project guide

for giving me the cream of his knowledge. I am thankful to him as he has been a
constant source of advice , motivation and inspiration. I am also thankful to him for
giving his suggestions and encouragement throughout the project work.

I take the opportunity to express my gratitude and thanks to our computer lab staff
and library for providing me opportunity to utilize their resources for the completion
of the project.

I am also thankful to my family and friends for constantly motivating me to complete

the project and providing me an environment which enhanced my knowledge.

Name Of Student
ANJALI ROHILLA

ENROLL NO . -
 INDEX
CHAPTER TOPIC

I CERTIFICATE
II ACKNOWLEDGEMENT
1 INTRODUCTION

2 OBJECTIVE OF THE STUDY

3 REVIEW OF LITERATURE

4 RESEARCH METHODOLOGY

5 LIMITATIONS

6 ANALYSIS & INTERPRETATION

7 FINDINGS & SUGGESTIONS

8 CONCLUSIONS

9 BIBLIOGRPHY

10 QUESTIONIRE
 CHAPTER-1
INTRODUCTION
AND HISTORY
 INTRODUCTION AND HISTORY
Maruti's history begins in 1970, when a private limited company named 'Maruti
technical services private limited' (MTSPL) is launched on November 16, 1970. The
stated purpose of this company was to provide technical know-how for the design,
manufacture and assembly of "a wholly indigenous motor car".

 In June 1971, a company called 'Maruti limited' was incorporated under the
Companies Act and Sanjay Gandhi became its first managing director.

 In 1982, a license & Joint Venture Agreement (JVA) is signed between Maruti
Udyog Ltd. and Suzuki of Japan.

 In 1989 the Maruti 1000 is presented after having been shown earlier. This
970 cc, three-box is India’s first contemporary sedan..

 In 1993 the Zen, a modern 993 cc, hatchback which is later exported globally
as the Suzuki Alto.

 In 1994 the 1298 cc Esteem appears, a more luxurious redesigned Maruti 1000.
This and other Marutis begin appearing in a plethora of different equipment
levels, to better suit India's increasingly discerning consumers.

 A Zen Automatic arrives in 1996, as does the Gypsy King, a 1.3 liter version of
the compact off-roader, and a minibus version of the Omni (the Omni E).

 In 1998 the new Maruti 800 is released, the first change in design since 1986.
This is simply a facelift of the existing model, to ensure steady sales. Also, the
two millionth vehicle is produced.

 In 2000 Maruti becomes the first car company in India to launch a Call
Center for internal and customer services. The new Alto model is also released.

 In 2003 the new Suzuki Grand Vitara XL-7 appears, while the Zen and the
Wagon R are upgraded and redesigned model.

 In 2006 Suzuki and Maruti set up another joint venture, "Maruti Suzuki
Automobiles India", to build two new manufacturing plants, one for vehicles
and one for engines
  In February 2012, Maruti Suzuki sold its ten millionth vehicle in India.
 In July 2014 it had a market share of more 45%
 Maruti Suzuki is now looking to shift its current manufacturing facility located
in the downtown Gurgaon as apparently it is short of space and logistics. It is
hunting for a huge 700 acres of plot of land.
 On 25 April 2019, Maruti Suzuki announced that it would phase out production
of diesel cars by 1 April 2020, when the Bharat Stage VI emission
standards come into effect.
 The new standards would require a significant investment from the company to
upgrade its existing diesel engines to comply with the more stringent emission
standards. Chairman R.C. Bhargava stated, "We have taken this decision so
that in 2022 we are able to meet the Corporate Average Fuel Efficiency norms
and higher share of CNG vehicles will help us comply with the norms. I hope
the union government's policies will help grow the market for CNG vehicles."
Diesel cars accounted for about 23% of Maruti Suzuki's annual sales

A subsidiary of Suzuki- a Japanese automobile and motorbike manufacturer, Maruti

Suzuki India Limited is an Indian automobile manufacturer. It is the most well-known
and well-recognised automobile manufacturer in India. This Indian automobile
company is popularly known as Maruti, which used to be called Maruti Udyog
Limited at the time of its inception. Maruti Udyog Limited was founded by the
Government of India in 1981, only to merge with the Japanese automobile company
Suzuki in October 1982. The first manufacturing factory of Maruti was established in
Gurgaon, Haryana, in the same year. Mr. R.C. Bhargava is the chairman of the
company and Mr. Kenichi Ayukawa is the CEO and Managing Director.

About Maruti Suzuki Pvt Ltd.

Maruti Suzuki India Ltd. primarily manufactures cars and has been the most favourite
automobile brand among Indian people since its inception. The company had started
in 1982; however, it commenced the production of automobiles a year later in 1983.
The very first model of Maruti, Maruti Suzuki 800, made its way to Indian roads in
December 1983. The very first unit was bought by Mr. Harpal Singh of Delhi and he
was handed over the keys of the car by the then Prime Minister of India Indira
Gandhi. The second in the series was India's first MUV Maruti Suzuki Omni that was
launched in November 1984. The other models that came into market in subsequent
years were Gypsy in 1985, Maruti 1000 in 1990, Zen in 1993, Esteem in 1994,
WagonR in 1999, Swift in 2005, Grand Vitara in 2007, Maruti Suzuki A-Star in 2008,
Ritz in 2009, Eeco in 2009, Alto K10 in 2010, Kizashi in 2011, Ertiga in 2012, Alto
800 in 2012, Stingray in 2013, Celerio in 2013 and Ciaz in 2014.

Maruti Suzuki Production in India

Maruti Suzuki India Ltd. has its manufacturing facilities at two locations in India. The
Gurgaon facility comprises three plants with the annual capacity of manufacturing
about 3,50,000 vehicles; however, it is enabled to manufacture close to 9,00,000 units
annually; the credit goes to the productivity advancements. Around 2,40,000 K-Series
engines are also produced at the Gurgaon facility annually. Maruti 800, WagonR,
Alto, Estilo, Gypsy, Omni, Eeco, Ritz and Ertiga are manufactured at the Gurgaon
facility.

Inaugurated in 2007, the Maruti Suzuki India Ltd. Manesar facility is spread over an
area of around 600 acres. The Manesar facility was initially capable of manufacturing
1,00,000 units a year; however, later, in October 2008, the productivity increased to
3,00,000 vehicles annually. The production capacity of the Manesar facility eventually
increased to 8,00,000 vehicles. Maruti Suzuki Celerio, A-Star, Ritz, Swift, SX4 and
Swift Dzire are manufactured at the Manesar facility.
Maruti Suzuki India is planning to set up its third manufacturing facility in
Ahmedabad, Gujarat, soon over an area of 600 acres.
Map showing Maruti Suzuki plants in India
 Maruti Suzuki Dealership and Sales in India

Maruti Suzuki India Ltd. has its presence in all the states and union territories of India.
Maruti has its service centres in around 1,454 cities and a sales network spread over
1,097 Indian cities. The company has over 12,500 employees working tirelessly day
and night. The company achieved a huge milestone in 2012 when it sold its ten-
millionth unit. Maruti produces over 1.5 million cars every year. In 666 towns of
India, Maruti had a total of 933 dealership outlets until 31 March 2014. It has a total
of 3,060 service centres across India. Maruti Exports Limited, a subsidiary of Maruti
Suzuki India Limited, exports cars to El Salvador, Costa Rica, Chile, Guatemala, Uganda,
Morocco, Kenya, Europe, Ethiopia, Djibouti, Benin, Angola, Nepal and Sri Lanka. Clearly,
Maruti enjoys the reputation of being the pioneer in Indian automobile industry that helped
the people of India realise their dreams of enjoying a wonderful driving experience. The
company has firmly stood its ground despite stiff competition by foreign luxury car
manufacturing stalwarts.

Maruti Suzuki models on road

 Maruti Suzuki Omni

 Maruti Suzuki Alto
 Maruti Suzuki Gypsy
 Maruti Suzuki Wagon- R
 Maruti Suzuki Vitara
 Maruti Suzuki Swift
 Maruti Suzuki Swift Dzire
 Maruti Suzuki Ciaz
 Maruti Suzuki Stingray
 Maruti Suzuki Ertiga
 Maruti Suzuki Eeco
 Maruti Suzuki Ritz
 Maruti Suzuki K 10
 Maruti Suzuki Kizahi (Import)
 Maruti Suzuki Celerio
 Maruti Suzuki Baleno
 Maruti Suzuki S – Cross
 Maruti Suzuki Vitara Brezza
 Maruti Suzuki Ingnis
 Maruti Suzuki XL -6
 Maruti Suzuki S- Presso
 CHAPTER – 2
OBJECTIVES OF
THE STUDY
OBJECTIVES OF THE STUDY
The present study of the marketing strategy of the Maruti Suzuki (Pvt.) Limited
revolves around the following broad objectives:

(i) To study the evolution and growth of the Maruti Suzuki (Pvt.) Limited in
the context of the automobile revolution in India;
(ii) To study the growth strategy of the Maruti Suzuki (Pvt.) limited and the
marketing methods followed by it in this regard.
(iii) To study the small car revolution in India and the contribution of the Maruti
Suzuki (Pvt.) limited to it.
Basically the main objective of the survey is to try to identify whether
Maruti Suzuki Pvt. Limited is maintaining the service level desired by the
consumers. It also tries to study the company on different customer value
attributes and analysis its performance, to assess the service quality gap
(expectation –perception) for Maruti.

The service quality gap can be assessed on the following 5 dimensions of

service quality gap :-

 Tangibles – the appearance of physical facilities, equipments,

personnel and communication material.
 Reliability – The ability to perform dependable service and accuracy.
 Empathy – The provision of caring, individualized attention to
customers.
 Responsiveness – The willingness to help customers and to provide
prompt service.
 Assurance – The knowledge and courtesy of employees and their
ability to convey trust and confidence.
SCOPE OF RESEARCH

There is a tremendous amount of scope for future research in this area , that is the
Automobile Industry, some possibilities can be:

 Comprehensive research on all the competitors in the market.

 Research on the buying behavior which would include brand performance,
brand attitudes, product satisfaction, purchase behavior, purchase intentions,
brand awareness, segmentation studies, etc.
 Study of perceptions among people regarding automobiles (Maruti) and their
preferences of the type of vehicles (cars).
 CHAPTER – 3
REVIEW
OF LITERATURE
A review of literature shows that researchers investigated the relationship between
attribute and overall customer satisfaction with Maruti Suzuki using different car and
nature of attributes. In addition, the results of these studies will empirically validate
that proposed attributes considerably affects overall customer satisfaction with Maruti
Suzuki car of service provided.

Rana and Lokhande (2019) study showed that in March 2018 Maruti
Suzuki’s sales were Rs.21221 crore which was more than March 2017 by Rs.
21.559. The industrial sales of Maruti Suzuki in the year March 2018 were
Rs.20070.9 crore which is 23.26% greater than previous year. It concluded that
in today’s scenario the success of company lies in structuring and restructuring
the marketing strategies and continuous innovation of product and service.
Singh and Srivatava (2019) study showed various factors affecting customer
satisfaction towards Maruti Suzuki. Exceptional customer service results in
greater customer retention, which in turn results in higher profitability.
Customer loyalty is a major contribution to sustainable profit growth.
Measuring customer satisfaction provides an indication of how successful the
organization is at providing products or services to the marketplace. It also
concluded that all the factors considered in the study have significant effect on
the overall satisfaction of the customers. It conducted that satisfaction levels for
pricing attributes (such as Car price, discounts and service charges) are
generally lower than product related attributes.
Ranjith and Snekalatha (2019) focused on the customer’s brand loyalty and
satisfaction towards Maruti car. Maruti Suzuki India Limited is India’s leading
& largest passenger car manufacturer which accounting Vol-3 Issue-4 2017
IJARIIE-ISSN(O)-2395-4396 5999 www.ijariie.com 495 for nearly 50 per cent
of the total industry sales. Customer loyalty is a major contribution to
sustainable profit growth to achieve success. This study found that Maruti
Udyog Ltd has various brands of car, but majority of respondent prefer Omni.
They are satisfied with price, band, image, convenience, appearance quality
and require less maintenance cost.
Parthian and Rajendran (2018) study was carried on customer preference
toward Maruti Suzuki. Main aim of this study was to understand the mind of
customers whether they was eager and satisfied to handle. Even though most of
the customers were satisfied with present model and service, few customers
were not satisfied about the facilities provided by the car. If the Maruti car
service providers give enough attention regarding this, they can ensure a large
level of customer preference.
Akhila and Thayyullathi (2017) in his study on customer satisfaction toward
Maruti Suzuki in Coimbatore found that majority of the respondents were using
SUV (Sport utility vehicle) type cars. They found that Maruti Suzuki cars were
the best and fast moving brands. There were increasing trend because of easy
handling, safety, security and high performance, which makes the advanced
technologies to adopt new model.
Suganthi and Renuka (2016) focused on data collected through convenience
sampling of 200 consumers of Maruti Suzuki Swift car users of Udumalpet
Taluk. Later the data was analysed with statistical tools like mean and the
hypothesis was tested by using Chi-Square analysis. Maruti Suzuki Swift is
most preferred brand by the majority of the customer. It is going to pose great
challenges to other small cars in India. Most of the customers are satisfied with
the mileage and fuel efficiency of the car and they preferred Maruti Suzuki
Swift.
SWOT ANALYSIS OF MARUTI SUZUKI
Strengths
 Brand Name
 Large Distribution Network
 Wide product offering at
different price points
 Cheapest Cars in
corresponding segments
 Encouraging exports
 Awarded many awards
 Economy with technology
Opportunity
 Rise of Indian middle class
and small cities
 A booming economy
 Rising exports
Weakness
 Lack of in house R & D
 New model introduction
limited to only cosmetic
changes
 Dominance mainly at lower
level only (Swift)
Threats
 Many players fighting for
the same cake
 Entry of new players
 Cannibalism
 Competitors

 Honda Motors

 Toyota Motor Corporation

 Nissan Motors

 Hyundai Motors

 Fiat

 Mitsubishi Motors

 Chevrolet

 Tata Motors

 Skoda Auto

 Volkswagen

 Ford Motor Company

 Volvo
 CHAPTER-4
RESEARCH
METHODOLOGY
DATA COLLECTIONS TOOLS

Primary Data: -

 Questionnaires and personal interviews

 Telephonic interviews
 E-mail questionnaires.

Secondary Data: -
Secondary data has been collected from cars magazines, books relating to
consumer behaviour, from Internet from sites like (
http://en.wikipedia.org/wiki/Maruti_Suzuki ).

METHODOLOGY

A strategic analysis was done on “The customer satisfaction with respect to car
models offered by maruti Suzuki pvt.limited.”

UNIVERSE: All consumers /customers in South Delhi and surrounding areas.

SAMPLE SIZE: 50 people

AREAS COVERED: In North Delhi, specific areas surveyed are Inderloak ,

Rani Bagh , Shastri Nagar.

LIMITATIONS OF THE SURVEY

1. The scope of the project is limited in the sense that only Maruti Suzuki
Private Limited has been undertaken for consumer research.
 2. The extent of the survey was New Delhi only. So the arguments or the
suggestions given in the report may not hold true for other locations in
India.

ANALYSIS TECHNIQUES

Quantitative analysis is performed using the data collected at each outlet to

estimate the presence of Amul milk.

Tools Utilized

o Percentage Analysis

o Graph Chart

CONSUMER BEHAVIOUR:-

 It is defined as all psychological, social and physical behavior of potential

customers as they become aware, evaluate, purchase, consume, and tell to
others about product and services.

 Buying behavior involves both individual ( psychological) and group process.

Buyer behavior is reflected from awareness right through post purchase

evaluation indicating satisfaction and non satisfaction , from purchaser

Buyer behavior includes communication, purchasing and consumption

behavior

Consumer behavior is basically social in nature hence the social factors

play important roles in shaping buying behavior

Buyer behavior includes both customer and industrial behavior.

“Hence consumer behavior is an orderly process whereby the consumer interacts

with the environment for making a purchase decision on products “
DIVERSITY OF CONSUMER BEHAVIOR:-

Customer and consumer words are referred as synonyms but the difference exists

 customer - the purchaser of product or service , may or may not be the end
user

 consumer- the end user , may or may not be the purchaser

 new age of business demands differentiation of customers by individual

differences in consumer expectations, preferences and influences.

 Firms need to go into deep of consumer behavior to analyze and act to

achieve objectives

CONCEPT & NEED FOR STUDYING CONSUMER BEHAVIOR:-

Consumer behavior can be said to be the study of how individual make decision on
how to spend their available resources (time, money, effort) on various consumption
related items. This simple definition of consumer behavior tells the markets to resolve
every activity around the ultimate consumers & gauge their behavior by specially
focusing on:

Who buys products or services?

How do they buy products or services?
Where do they buy them?
How often they buy them?
Why do they buy them?
How often they use them?

These questions will help in understanding better what factors influences the decision
making process of the customer.
CONSUMER DECISION MAKING PROCESS:-

 Stimuli- need, reasons, influences, gathering information

 Information processing- process , analyze information about product

 Decision making - on the basis of analysis , decision to go for

 Response- response to buy without any prejudice

 For industrial buyers the process is almost similar only with addition of re-
buy, modified re buy or new task.

FACTOR INFLUENCING BUYING BEHAVIOR:-

 Individual factors

 Cognitive thinking process – perception , attitudes , Needs/motives

 Personal characteristics – demography, lifestyles ,personal traits

 Environmental factors

 Culture- values ,beliefs, sub cultural / cross cultural factors

 Social class- social class , society

 Influence groups – family, opinion leaders, reference group

 Situational variables – purchase occasion , market communication,

shopping behavior, price , sales influence , product position
CONSUMER SATISFACTION:-

All business firms have realized that marketing is a core element of management
philosophy & the key to its success lies in focusing more & more on the consumer
satisfaction . That is, it will be the customer who will decide where the firm is
heading. Thus the challenge before the marketer is to ensure that they should satisfy
every customer.

Satisfaction is an important element in the evaluating stage. Satisfaction refers to the

buyers state of being adequately rewarded in a buying situation for the sacrifices he
has made one the customer purchase & use the product they may then become either
satisfy or dissatisfied.

Satisfied Customers are people who are happy with the product & services & are
willing to come back & pay for it again.

CONSUMER RESEARCH:-

Consumer research is the methodology used to study consumer behavior research

offer set diverse to identify consumer needs it is used to identify both felt & unfelt
needs, to learn how consumers. Perceive product & brand & stores. What their
attitudes are before and after promotional campaigns & how & why they make their
consumption decision.
 CHAPTER – 6

LIMITATION

The analysis of the present study has been carried out based on the information has
collected from the Maruti Suzuki cars user who are residing at DELHI district. The
study is an opinion survey; caution may have to be exercised while extending the
result to other areas.

Due to time constrict only 150 numbers of respondents were considered. The result
fully depends on the information given by the respondents which may be based.
 CHAPTER-6

DATA
ANALYSIS
AND
INTERPRETATION
SALESMANSHIP:-

The knowledgeable salesman helps the people in buy good products .They tells
people about the coming model and all the specifications of that model.

KNOWLEDGEABLE NUMBER OF PERSENTAGE

SALESPERSON RESPONDENTS

Strongly disagree 0 0%

disagree 0 0%

Neither disagree nor 0 0%

agree

agree 86 86%

Strongly agree 14 14%

SOURCE:-Primary Data
Interpretation-

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

Before sales services:-

If the company is a famous one then the before sales service is very better as
they didn’t want their customer to get.

Analysing the reviews of the respondants

EMPLOYEE SPENT NUMBER OF PERCENTAGE

ENOUGH TIME WITH RESPONDENTS
YOU BEFORE SALES

Strongly disagree 0 0%

disagree 0 0%

Neither disagree nor 0 0%

agree

agree 64 64%

Strongly agree 36 36%

SOURCE:-Primary Data
Interpretation-

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

During sales services:-

The during sales service helps the customer in getting updates what kind of
engine is there present in the car.
 Analysing the reviews of the respondants

EMPLOYEE SPENT NUMBER OF PERCENTAGE

ENOUGH TIME RESPONDENTS
WITH YOU DURING
SALES

Strongly disagree 0 0%

Disagree 4 4%

Neither disagree nor 0 0%

agree

Agree 62 62%

Strongly agree 34 34%

SOURCE:-Primary Data
Interpretation-

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

After sales services:-

Analysing the reviews of the respondants

EMPLOYEE SPENT NUMBER OF PERCENTAGE

ENOUGH TIME WITH RESPONDENTS
YOU AFTER SALES

Strongly disagree 0 0%

Disagree 22 22%

Neither disagree nor 0 0%

agree

agree 54 54%

Strongly agree 26 26%

SOURCE:-Primary Data
Interpretation-

6 0 % a g r e e d t h a t t h e s a l e s p e r s o n s s p e n t e n o u g h t i me w i t h t h e m
a f t e r sales ,26% strongly agreed with this and 14% disagreed that the
salespersons spent enough time with them after sales.
Display of Merchandize:-

Analysing the reviews of the respondants

DISPLAY OF NUMBER OF PERCENTAGE

MERCHANDIZE RESPONDENTS

Strongly disagree 0 0%

disagree 0 0%

Neither disagree nor 0 0%

agree

agree 94 94%

Strongly agree 6 6%

SOURCE:-Primary Data
Interpretation-

94% agreed that the display of merchandize was

a t t r a c t i v e a n d 6 % strongly agreed that the display of merchandize was
attractive

Product availability:-

Analysing the reviews of the respondants

AVAILABILITY OF NUMBER OF PERCENTAGE

THE PRODUCT RESPONDENTS

Strongly disagree 0 0%

Disagree 4 4%

Neither disagree nor 0 0%

agree

Agree 91 91%

Strongly agree 5 5%

SOURCE:-Primary Data
Interpretation

91% agreed that the availability of the product was there, 5%

stronglyagreed that the availability was there while only 4% said they
disagreedwith this.
CHAPTER-7
FINDINGS
AND
SUGGESTION
FINDINGS:-

First I would like to present my survey findings. The main findings of my

survey are as follows:

 It is found in the survey that males are the main decision maker for buying
the car. As per the data, 65% of male and 35% of female makes purchase
decision.
 The main purchasing factors for the Maruti Suzuki are Quality and Brand
image. The data reveals that 42% influences on Quality and 32% influenced
for the Brand.
 88% of the total respondents are using product since from a long time. The
majority of the respondents are using Maruti Suzuki products from more
than 3 years.
SUGGESTION:-
 According to the respondents feedback, MUL needs to launch new & better
models in the small car and luxury car segment and upgrade its existing models
in the mid – size car segment.

 MUL needs to offer more & more services to remain in competition.

 Availability of spare parts of cars manufactured by MUL should be made

more effective.

 Maruti’s vehicles are still number one in terms of service standards, other
factors like fuel efficiency, trouble-free operation etc., but still it needs to
improve as its existing model like Maruti 800 is becoming outdated in
technological terms & other foreign players like Hyundai, General Motors are
using latest technologies
CHAPTER-8
CONCLUSION
 CONCLUSION:-
From the survey conducted it is observed that Maruti Suzuki has a good market
share.

From the study conducted the following conclusions can be drawn. In order the
dream comes into reality and for turning liabilities into assets one must have to
meet the needs of the customers.

The factors considered by the customer before purchasing cars are price,
comfortablity and availability.

Finally I conclude that, majority of the customers are satisfied with the Maruti
Suzuki because of its good quality, reputation, easy availabilities. Some
customers are not satisfied with the Maruti Suzuki because of high price, lack
of after sales services, comfortablity and life etc. therefore, if slight
modification in the marketing programme such as dealers and outlets,
promotion programmers, product lines etc., definitely company can be as a
monopoly and strong market leader.

Maruti Suzuki has also to take care of its competitors into consideration and
more importantly its customers before making any move.
BIBLIOGRAPHY :

Books & Journals

 Marketing Management by Phillip Kotler

Newspapers, Journals & Magazines

 The Economist
 Economic Times
 Autocar Indias

WEBSITES :

https://en.wikipedia.org/wiki/Maruti_Suzuki

https://www.marutisuzuki.com/
 Annexure
QUESTIONNAIRE :
Name : - ______________________________________________

Address: - _______________________________________________

Age : - _________________ Gender : - _________________

Contact No.: - _________________________

Q-1. What are the basic features you look for in a car?

(Rank Between 1 to 13)

Rankings

(a) Looks/Appearance

(b) Mileage

(c) Brand Name

(d) Price

(e) Car Accessories

(f) Power Steering

(g) Speed

(h) Colour

(i) Airbags

(j) ABS (Breaking System)

(k) Defogger

(l) Effective AC System

(m) Alternative Fuel System (LPG/CNG)

If any other essential feature, please mention

_____________________________________________________
Q-2. What type of cars do you prefer?

 Small Cars

 Mid Size Cars

 Premium Cars

 Luxury Cars

Q-3. What are the different car accessories you prefer?

 Audio-System

 Seat Covers

 Key-less entry

 Alloy Wheels

 Rear Spoiler

Q-4. Small cars generally give better service than large ones.

 Agree

 Disagree

Q-5. What type of services you prefer at the time of purchase of car/

 Test-drive

 Proper product information

 Good Salesmanship
Q-6. What after sales services you prefer?

 Car servicing

 On-road services

 Repairing of defective parts within the time period of

 warranty

Q-8. Which car of MUL do you think has the highest resale value?
 Alto

 Omni

 Maruti 800

 Maruti Zen

 Wagon R

 Versa

 Maruti Esteem

 Baleno

 Swift

 Maruti Zen Classic

 Maruti Gypsy

 Grand Vitara
Q-9. Have you visited MUL’s service stations?

 Yes

 No

(1)If yes, how many times______ ______(&)

where __________________________________________

Q-10. Are you satisfied with the current services provided by MUL?
 Yes

 No

Q-11. Product Information provided by authorized dealers of MUL so that the customer gets satisfied
with the product he want to purchase is:-

 Excellent

 Very Good

 Good

 Fair

 Poor

Q-12. Is the availability of spare parts of cars manufactured by MUL

effective?

 Yes

 No
Q-13. Do you find promotional strategies of MUL effective?

 Effective

 Not Effective

Q-14. Are you satisfied with the price ranges offered by MUL?

 Satisfied

 Dissatisfied

 Neither satisfied nor dissatisfied