A

PROJECT REPORT ON
CUSTOMER SATISFACTION

AT
STARLINE CARS PVT.LTD
DEALER OF THE MARUTI SUZUKI

SUBMITTED TO: HEMCHANDRACHARYA NORTH GUJARAT

UNIVERSITY, PATAN
SUBMITTED BY: RAJ BHAUMIK P EXAM NO= 571
CHAUDHARI CHIRAG EXAM NO= 563
PATEL NIMESH I EXAM NO=569

GUIDED BY: MS. MEGHA MODI

SHRI SARVAJANIK BBA COLLEGE MEHSANA
ACADEMIC YEAR:-2014-2015

Shri Sarvajanik BBA College,

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Mehsana
INTRODCTION TO THE
STUDY

Shri Sarvajanik BBA College,

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Mehsana
 INTRODUCTION
Customer satisfaction is an important aspect of
business.
The criteria for success of any organization depend on the
level of customer satisfaction.
MARUTI SUZUKI is one of the leading brand for cars in
India.
The current market situation shows that the level of
competition is increasing in small cars.
Different automobiles companies are coming with new
features.
Past records shows that MARUTI SUZUKI covers majority of
the market share but the current scenario shows that in
order to maintain the current market share it is necessary
to know the satisfaction level of its existing customers with
this opinion in mind the current survey is conducted so that
the gap of dissatisfaction among customers can be fulfilled
and the market share of the company can be maintained.

Shri Sarvajanik BBA College,

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PURPOSE OF THE STUDY Mehsana
 RESEARCH
METHODOLOGY
SAMPLE SIZE: - The sample size for this project was 100 customers of MARUTI SUZUKI
from MEHSANA.

TOOLS FOR DATA COLLECTION:-

PRIMARY DATA:
The primary comprises information survey of consumer buying behavior and
satisfaction towards MARUTI SUZUKI car. This data has been collected directly from
respondent with the help of structured questionnaire.
SECONDARY DATA:
The secondary data was collected from internet and reference books and print etc.

SAMPLING METHOD:
Convenience nonrandom method was used as a sampling method.
Face to face interview was used for contact method.
SAMPLE AREA:
MEHSANA
Shri Sarvajanik BBA College,
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Mehsana
 OBJECTIVES OF THE
STUDY
To gather background information about the consumers i.e.
age, gender, profession and income.
To know about advertisement effect on consumer buying
behavior towards MARUTI SUZUKI car.
The objective is to know the customer satisfaction level
associated with the product and the customer preference level.
To study about customer satisfaction by services, quality of
product, price of product, credit provide by company.
To know the competitive position of MARUTI SUZUKI.
To find out the customer perception toward MARUTI SUZUKI cars.

HYPOTHESIS
There is no significance difference between the users of Maruti
Suzuki and their Age
Shri Sarvajanik BBA College,
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Mehsana
 LIMITATIONS
Lack of sufficient funds to cover the
whole universe as sample
Limited coverage area for survey, it
was restricted to one city only.
Due to limitation of time only few
people were selected for the study. So
the sample of consumers was not
enough to generalize the findings of
the study
Shri Sarvajanik BBA College,
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Mehsana
INTRODUCTION OF ORGANISATION

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Mehsana
 HISTORY
Maruti Suzuki India Limited (MSIL), formerly known as Maruti
Udyog Limited, a subsidiary of Suzuki Motor Corporation of
Japan, is India's largest passenger car company, accounting for
over 50 percent of the domestic car market.

Maruti Udyog Limited was incorporated in 1981 under the

provisions of Indian Companies Act 1956 and the government
of India selected Suzuki Motor Corporation as the joint venture
partner for the company.

In 1982 a JV was signed between Government of India and

Suzuki Motor Corporation.

It was in 1983 that the Indias first affordable car, Maruti 800, a
796 cc hatch back was launched as the company went into
production in a recordShri
time of 13
Sarvajanik BBAmonth.
College,
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Mehsana
ANALYSIS OF DATA

Shri Sarvajanik BBA College,

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Mehsana
 There is no significance difference between the users of Maruti
Suzuki and their Age
1. Age Group
Age Actual Expected
20-30 43 25
30-40 11 25
40-50 18 25
50 & above 28 25

By putting the data on Excel Sheet we get the following Chi Square
Result
Chi test = 3.81227
Chi inv = 23.12
Chi Square Calculated Value =23.12
Chi Square Table Value at 5 % Level = 7.8147
Therefore H0 Rejected
. Users of Maruti Suzuki & differnt age group are not equally distributed.
Shri Sarvajanik BBA College,
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Mehsana
 2. Do you have Maruti Suzuki cars?
ANSWER RESPONDENT PERCENTAGE
YES 100 100
NO 0 0
TOTAL 100 100

120

100
INTERPRETATION:-
In this question shows
80
that how many people
60 RESPONDENT
have MARUTI SUZUKI
PERCENTAGE
cars and the survey
40 interpretation is 100%
people have MARUTI
20
SUZUKI cars.
0
YES NO Shri Sarvajanik BBA College,
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Mehsana
 3. Do you think that the promotion done by
the company is appropriate?
ANSWER RESPONDENT PERCENTAGE
YES 32 32%
NO 26 26%
NEED FURTHER 42 42%
PROMOTION
TOTAL 100 100%
45
40
INTERPRETATION:-
35 In this question interpret that
30 MARUTI SUZUKI promotion
25
policy appropriate or not so
20
15
32% says yes 26% says that is
10 RESPONDENT not appropriate and 42% says
5
PERCENTAGE
company need further
0 promotion for selling more cars
and awareness about new
models and new technology
adopted.
Shri Sarvajanik BBA College,
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Mehsana
4. Do you want any changes in cars of
Maruti Suzuki?
ANSWER RESPONDENT PERCENTAGE
YES 36 36
NO 64 64
TOTAL 100 100
INTREPRETATION
RESPONDENT
:-
In this survey
36% peoples want
YES; 36%
changes in MARUTI
SUZUKI cars and
NO; 64%
64% peoples dont
want any changes
in MARUTI SUZUKI
cars.
Shri Sarvajanik BBA College,
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Mehsana
 5. from ANSWER RESPONDENT PERCENTAGE
where you TELEVISION 19 19

came to NEWSPAPER/MAGAZINE 21 21

know FRIENDS & RELATIVES 31 31

about HOARDING 29 29

Maruti TOTAL 100 100

Suzuki?
100

90 INTERPRETATION:-
80 In this question
70
research about customer
60
where came to know
50
about MARUTI SUZUKI so
40

30
RESPONDENTS 19% people came from
20
PERCENTAGE
television 21% people
10
came from news paper
0 and magazine 31% people
came from friends and
relatives 29%people came
from hoarding.
Shri Sarvajanik BBA College,
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Mehsana
 6. Are you satisfied with dealer of Maruti
ANSWER Suzuki?
RESPONDENTS PERCENTAGE
YES 66 66
NO 34 34
TOTAL 100 100

INTERPRETATION:-
TOTAL The purpose of this question
is to find out opinion of
customer about dealers of
the MARUTI SUZUKI.
NO
RESPONDENTS In the above chart near 66
PERCENTAGE
customers said that they are
satisfied with dealer.
So that company need to
YES somewhat improvement in
efficiency of the dealer
quality and condition.
0 20 40 60 80 100
Shri Sarvajanik BBA College,
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Mehsana
 7. Did you receive any thank you, mail, SMS, phone call
after delivery?
ANSWER RESPONDENTS PERCENTAGE
YES 51 51
NO 49 49
TOTAL 100 100

INTERPRETATION:-
TOTAL Some times company
sends thank you mail,
SMs, phone call for
RESPONDENTS
customer after delivery.
NO
PERCENTAGE
In this case 51%
customers say they
receive thank you mail
YES and SMS from the
company.
0 20 40 60 80 100
Shri Sarvajanik BBA College,
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Mehsana
 8. Was the test ride offered to you?
ANSWER RESPONDENTS PERCENTAGE
YES 63 63
NO 37 37
TOTAL 100 100

INTERPRETATION:-
In present day every
company provide free
37%
37%
test drive to its
YES prospective
NO
63% customers.
63%
In this case 63%
customers say that
they take test drive
from
Shri Sarvajanik BBA College,the company.
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Mehsana
9. Considering the following criteria give your satisfaction
level for Maruti Suzuki car:
Features Highly Satisfie Neutral Dissatisfie Highly
satisfied d d Dissatisfied
Price 51 28 10 4 7
Mileage 16 40 24 12 8
After sales service 17 24 34 19 6
Delivery 26 35 19 13 7
Technology 34 22 8 9 27

60
INTERPRETATION:-
50 Purpose of this question
is satisfaction level for
40
Price
MARUTI SUZUKI cars
Mileage upon various criteria like
30 After sales service
Delivery price, Mileage, after
20
Technology
sales service, delivery,
technology. Customers
10 fills their satisfaction
level in this question.18
Shri Sarvajanik BBA College,
0 Mehsana
 LIKERT SCALE METHOD:-
FEATU HIGHL SATISF NEUTR DISSA HIGHLY Total LIKERT RANK
RES Y IED AL TISFIE DISSATI SCALE
SATISF 4 3 D SFIED Total/10
IED 2 1 0

5
Price 255 112 30 8 7 412 4.12 1
Mileage 80 160 72 24 8 344 3.44 3
After 85 96 102 38 6 327 3.27 4
Sales
Service
Deliver 130 140 57 26 7 360 3.6 2
y
Technol 170 88 24 18 27 327 3.27 5
ogy
LIKERT SCALE INTERPETATION:
In this calculation method we found that rank
wise which features maximum satisfied to
customers so 1st rank is price 2nd is delivery 3rd
mileage and same rank for after sales service and
technology. Shri Sarvajanik BBA College,
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Mehsana
10. What is your opinion if they are giving diesel
option for wagon r, Alto, A star and Zen?
ANSWER RESPONDENTS PERCENTAGE

WILL BE 68 68
SUCCESSFUL
WILL BE FAILURE 32 32

TOTAL 100 100

INTERPRETATION:-
Respondents
will be successful will be failure
This question will help
the company to
produce diesel option
32%
in wagon r, a star and
68%
Zen and in this survey
68% people says it will
be successful and 32%
people says that it will
Shri Sarvajanik BBA College,
be a failure.
Mehsana
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11. Would suggest anybody to purchase Maruti
Suzuki product?
ANSWER RESPONDENTS PERCENTAGE
YES 75 75
NO 25 25
TOTAL 100 100

RESPONDENTS
RESPONDENTS INTERPRETATION:-
75 IN THIS QUESTION
75%RESPODENT SAID
THAT THEY WOULD
GIVE THEIR
25
SUGGESTION TO A
RELATIVE OR A
FRIEND TO PURCHASE
MARUTI SUZUKI CARS.
Shri Sarvajanik BBA College,
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YES NO Mehsana
 FINDINGS AND
SUGGESTION
FINDINGS:-
Maruti Suzuki Company provides maximum satisfaction to the
customers but now a days Tata and other automobile company
provide tuff competition to the Maruti Suzuki.
we have found that mostly all dealers buying decision depend on
schemes.
We have found that Maruti Suzuki Company provides less
promotional material then other companies.
All the cars of Maruti Suzuki are in good demand

SUGGESTIONS:-
Star line sale in the north Gujarat very good And its prestige also
strong so they try to open new show room in other big city in the
north Gujarat other city.
Star line try to more sales promotion activities for the more sales
of the cars and awareness about its dealer ship and its prestige.
Shri Sarvajanik BBA College,
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Mehsana
 CONCLUSION
After in depth survey, analysis and
study a conclusion can be made that
most of the customers are satisfied
with the cars of the Maruti Suzuki.
The Maruti Suzuki can try to keep up
the satisfaction level of the customers
and introduce more and more model
of the cars which will be suitable to
the technology for the safety drive.
Shri Sarvajanik BBA College,
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Mehsana
Thank You!

Shri Sarvajanik BBA College,

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Mehsana