INTRODUCTION TO AUTOMOBILE INDUSTRY

Automobile, self-propelled vehicle used primarily on public roads but adaptable to other surfaces. Automobiles changed the world during the 20th century, particularly in the United States and other industrialized nations. From the growth of suburbs to the development of elaborate road and highway systems, the so-called horseless carriage has forever altered the modern landscape. The manufacture, sale, and servicing of automobiles have become key elements of industrial economies. But along with greater mobility and job creation, the automobile has brought noise and air pollution and automobile accidents rank among the leading causes of death and injury throughout the world. But for better or worse, the 1900s can be called the Age of the Automobile, and cars will no doubt continue to shape our culture and economy well into the 21st century. Automobiles are classified by size, style, number of doors, and intended use. The typical automobile, also called a car, auto, motorcar, and passenger car, has four wheels and can carry up to six people, including a driver. Larger vehicles designed to carry more passengers are called vans, minivans, omnibuses, or buses. Those used to carry cargo are called pickups or trucks, depending on their size and design. Minivans are van-style vehicles built on a passenger car frame that can usually carry up to eight passengers. Sport-utility vehicles, also known as SUVs, are more rugged than passenger cars and are designed for driving in mud or snow..

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In 2007 manufacturing plant in more than 25 countries produced 73.2 million passenger cars .The automobile is built around an origin various systems supply the origin with fuel, cool it daring operation, lubricate its moving parts and remove exhaust gases it creates. The origin produces mechanical power that is transmitted to the automobile’s wheels through adverting which includes a transmission. One or more dive shafts, a differential gear and axles. Suspension system which includes sparing and shock absorbers, customs the ride and help protect the vehicle from being damaged by bumps heavy loads and other shersis. Wheel and tares support vehicles on the road way and when rotated by powered axles, propel the vehicle forward or backward. Steering speed. An electrical system start and operate the engine monitor and control many aspects of the vehicle operation and powers such components as head light and radios. Safety features such as bumpers air bugs and seat bells help protect occupants in an accident.

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HISTORY OF AUTOMOBILE INDUSTRY

The history of the automobile actually began about 4100 years ago when the first wheel was used to transportation in India. In the early 15th century Portuguese arrived in china and the interaction of the two culture leaded to variety of new technologies including the creation of a wheel . By the 1600’s small steam powered engine models had been developed but it was another century before a full sized engine powered vehicle was created. In 1769 French Army Officer captain Nicolas joseph Cugsnot built what has been called the first automobile cugnots parel wheeler steam powered vehicle carried four person. Designed to move artillery pieces. It has a top speed of a title more than 3.2km/h and had a stop every 20 minutes to build up a fresh head of steam. As easily in 1801 successful but very heavy steam automobile type

introduced in England laws barred them from public road and forced their owners to run them like train or private tracks their owners to run them like train or private tracks in 1802 a steam powered coach designed by British Engineer. Richard Trethvick journed more than 160km from corn wall to London . Steam powered caught the attention of other vehicle builders. In 1804, American inventor Oliver Evans built a steam powered car in 1828.

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44 km /h. By the mid 1800’s England had an extensive network of coach line. The tolls quickly drove a steam quickly drove a steam coach operators out of business. Manufactures produced about automobiles. 125 models of steam powered 4 . Horse-drawn stagecoach companies and the new rail road companies pressured the British parliament to approve heavy its on steam-powered road vehicles. Most famous was the Stanley steamer.British inventor a valter Handcock build a series of steam carriages in the mid 1830’s thus were used for the first omnibus service in London. built by American Twin brothers Freelan and Francis Stanley. including the Stanley until 1932. The first successful self propelled road vehicle was a steam automobile invented in 1770 by the French engineer Nicolas Joseph Cugsnot. A Stanley steamer established a world land speed record in 1906 of 205. During the early 20th century steam cars were popular in the United states.

1 dealer on Kerala and second biggest in the country.P the chief Managing director and the direction Ajit Nair and ceo Thomas kuruvilla. Promoters of Indus Group The main promoter of the groups are Mr. In last year Indus Motors sold 3000 numbers.V Abdul Wahab. Mr P. By taking the dealership of the Maruti Suzuki Indus started the distribution of their car in the whole kerala. And then Indus Motors become one of the largest car service network in India.V. 2.Abdul Wahab M. P. Introduction of Indus Motors In the year 1985 Indus groups started the business as four wheeler distribution of Maruti Suzuki.PROFILE OF INDUS GROUP 1. M.P is the chief managing director of Indus Group. Most of the year the sales. Indus Motors are selling above 1300 Vehicles per month. Trivandrum and Muvattupuzha. Calicut. service and spares departments bugged four awards from Maruti Suzuki for outstanding performance. Maruti Udyog Lt one of the leading companies in the four wheeler Industry. This organization is no. 5 . In Kerala Indus have four dealership in Cochin.

This organization is no-1 dealer in kerala and served biggest dealer in the century. Present Position The group have four dealership in kerala. They are selling 1300 car in every month and last year sold more than 22790 maruti cars.3. 6 .

PROFILE OF INDUS MOTORS (P)LTD Peeves groups one of the traditional business group on kerala. Main Departments    Marketing and Sales department Accounts department Administrative department’ 7 . Indus has the largest service network in India. Indus Motors . taking distributor of Maruti Suzuki in Kerala offers a valued after sale service for its customers. Indus Motors are No:1 in the region for customer satisfaction with 15 service centers across kerala from kasargod to Trivandrum. started its business as four wheeler distributor of Maruti Suzuki as will established producer of four wheeler . this organization was the first distribution of Mrauti Suzuki cars on the whole kerala. Indus Motors started the business in 1985.

ORGANISATION STRUCTURE OF INDUS MOTORS

CHIEF MANAGING DIRECTOR

DIRECTOR

GENERAL MANAGER (SPARES)

GENERAL MANAGER (SALES)

GENERAL MANAGER (SERVICE)

ASSISTANT GENERAL MANAGER (SALES) SENIOR SALES MANAGER

MARKETING EXECUTIVES

SALES OFFICER

OFFICE

MECHANIC

TEAM LEADERS

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SALES DEPARTMENT STRUCTURE OF INDUS MOTORS

Senior Sales Manger

Assistant Sales Manager

Team Leader

Sales Officer

Sales Executive

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SALES FUNCTION OF INDUS MOTORS

PRE-SALE PROCESS

SALES PROCESS

POST-SALE PROCESS

Walk in Enquiry

Pre Delivery Process

Post-Sales feed back call

• Tele- Enquiry • Follow-up
 Product Demonstration  Test Drive

Delivery Process Value add Service

Feed back form Complaint handling Customer meets

 Finance Process  Showroom Ambiance

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colours. Advisor for life and make that one time customer into his customer for life. You are expected to be the customer. I  Pre-sale Activities Knowledge about Maruti Udyog Ltd range of cars. You have to be single window interface with your customer on all matters related to car ie. having knowledge on Maruti Udyog Ltd (MUL) and competitions cars. delivering the cars. insurance etc.ROLE OF INDUS SALES EXECUTIVES A part from regular jobs of creating prospects visiting than. These customers for life in future will not only result in more business but give referrals of their friends relatives etc and help to increase sales substantially. variants features. the would revisit. understanding the need of the prospects . finance. Mutilating customer database etc. Service. suggesting suitable cars. Role of the sales Executives can be defined as follows. prices etc. Once the emotions gets the confidence in a sale executive. We have also maintain good relationship with them. 11 . recommend and re-purchase from Indus through the some person.

  Competitors models. How to give demonstration. Extended warranty. Current Schemes for Customer for different models. features. Maruti Insurance. Fitting charges etc Knowledge about the initial warranty of 2 year Free Service and periodical services for different models. safe driving and now to save on petrol. prices etc Maruti finance.      II     Sales Related Activities Visit the prospects Understanding the needs of the customer Give a proposition to the customer including exchange Create interest and preference for MUL and Indus. road tax and registration charges  Booking . Availability and waiting period. true value division etc. RTO Registration formalities Documents required for registration. Priors. Delivery formalities. 12 .     Accessories . test drive and delivery Preventive maintenance. Identification of prospects. payment. Ranges offered.

  Give a detailed demonstration and test drive.lips on how to save on petrol Explain about motor Insurance Policy Explain about Indus Service network Maintain data’s of all customer Regular contact at least once in 3 month Sound greeting for birthday.      III         Post. Anniversary etc    13 .Sale Activities Visit the customer within a week of delivery and advice the following Free service and periodical services. Provide classification to queries and handle objections. Give reference of happy customers Proper follow –up with the customer Secure order from customer Ensure timely delivery of the Vehicle Make the delivery a Memorable experience. About the initial warranty for 2 years and extended warranty Give tips on preventive maintenance Give tips on sale driving Give.

D. and schemes  benefits  Inform customer about new/ product and product up gradation Advice for exchange and for up gradation using loyalty Be customer advisor for life and ensure our presence at all time of his needs MARKETING ACTIVITIES OF INDUS MOTORS A. Product Decision Identifying the market Areas Analysis of competition Customer relationship and satisfaction Use of Marketing fools and techniques Sales Procedures. F. C. A. The company selects all these cars produced by Maruti Suzuki. Product Decision An important function of the marketing dept of any organizations is product E. decision. B.Indus 14 .

Popular Motors KTC Hundai Koyenco D. Maruti Suzuki Hundai TATA Customer Relationship Program Under the modern concepts.motors being the distributor of Maruti Suzuki do not produce any cars. all marketing activities revolve around the customers. Analyzing Competitors The main competitors of Indus motors car distributors are. From the financial instruction from customer it self who comes to them enquiry about this car and from their off customers. engineers. It gets feedbacks about the customers from the field executives. One main districts Indus motors market their products are at Cochin. employees. Indus motors have all type of customer. By these reports Indus Motors improve this customer relationship. Indus motors always tries to understand its customers. Muvattupuzha and Trivandrum. C. business mans students etc. Calicut. Which include doctors. But they only markets the cars produced by Maruti Suzuki B. the organization that really understand how customer will respond different product features. 15 . Identification of market areas Indus motors markets their product in the whole kerala. advocates. Of maintain a well customers satisfaction and relationship under motors provide following service.

2. E. 16 . 5. them for purchasing a car they want Indus motors enquire about model of the car color customer require customer payment details etc. a key of the car of the financial institution. The following are the tools and technique by Indus Motors to marketing their product 1. Marketing tools and techniques. 2. 4. Indus Motors offer spot delivery for their customer after receiving the amount of car. Loan Mela Exchange Mela Marketing Executives sending mailers and brochures Saler Procedure The saler producedure at Indus Motors begins where the customer come to F. Suppers the customer has taken the car through loan or finance from any financial institution and Indus motors has to give a copy of sales invoice. 6. Test Drives Free checkup and service Sending greetings and complements Free gifts at the time of delivery Help line. On delivery the customer has to fill in a form called delivery details. 3. 3.1. 4.

Maruti Suzuki has the capacity to produce around half a million units every year. Esteem. partnership. network and learning. VITARAXLF With a strong focus o innovation. Baleno. The company have the highest satisfaction rating with Respect to other cars among a portfolio of its eleven powerful Brands which includes Maruti 800. Maruti Suzuki is one of the coaching car makers in the small car segment to day with a manufacturing faculty in Gurgaon (Haryana). Zen. customer obsession. Wagnor.MARUTI SUZUKI Having began operator in 1981 as fledging collaboration between the Indian government and Suzuki Motors of Japan. Alto. Maruti Suzuki has managed to creator a market for all car segments as true sub continents middle income bracket swelled in size with the opening up of the economy in early 90’s India witnessed a string of overseas layers setting up 17 .

MARUTI SUZUKI SPECIAL HINDS 1981: India’s largest automobile company is born incorporated an Maruti Udyog Ltd. but none could deturone the indigmous auto ruler with a major thrust on localization Maruti Suzuki has even helped in lifting up the domestic automobile components industry. Since them Maruti has sold above. Maruti Suzuki is No: 1 is customer satisfaction study by ID power.shop. Maruti Suzuki has been blessed with scarce labour unrest. Maruti Suzuki is one of the leading companies in the four wheeler industry. Harpal Singh by the prime minister late Smt. Brand Maruti Suzuki has always put the customers at the fore front manifested in its add-on services such as insurance. Suzuki motor corporation in the world header in compacts car Maruti has 56% market share in India. The first Maruti car war delivered on 14th December 1983 to Mr. among others. authorized service station. driving school. Here’s one who drive home with inimitable case. despite the speed breaker of interwise competition in the Indian Auto bazaar. So latch cars in India. Maruti is a joint venture by Suzuki and Government of India. Consistently emphasizing on modern manufacturing process and including a japans works culture among their ranks. Maruti is the most respected automobile company in India. all aimed at marketing the life of Maruti Suzuki owner comfortable. 18 . Indira Gandhi.

1992: Suzuki increases its state in Maruti to 50% 1993: Launches Zen 1994: Launches Esteem 1995: Produces the one million vehicles since the commandment of production. 2001: Launches Versa 2001-2002: Launches true value Maruti finance. 1996: Launches a 24 hour emergency on road vehicle service started in 21 cities in India. Harpal Singh by Indira Gandhi.000 vehicle mark since commencement of production. 00. Maruti insurance corporate team.000 units 1990: Launches a three box car. 1999: Launches Malone and Wagoner 2000: Rated No:1 in JD power Asia Pacific’s 2001 India customer satisfaction index study Bags by honors of the shiny to done annually till date. 1988: Reaches as installed capacity of 1. 00. 19 . 1984: 14th December 1983 Maruti 800 delivered to Mr. 1984: Launches Omni 1985: Launches Gypsy 1986: Reaches me 1. 1987: export first lot of 500 cars to Hungary. the Maruti 1000 1991: Reaches cumulative indigenization of 65% for all vehicle produced.1982: JVA and Chinese agreement executed between Suzuki and Goal Suzuki acquire 26% state in Maruti.

JD power 20 .JD power.“best entry mid size car”.“Car of the year”. Esteem – No:1 in customer satisfaction best entry middle size car. 2004: Alto.No:1 customer satisfaction Alto.2002: Suzuki motors corporation assume mgt control 2003: Enter into partnership with state bank of India 2003: Production of four million vehicle.“car of the year” –business standard monitoring 2002: Maruti 800.No: 1 customer satisfaction Esteem.over drive survey 2003: Maruti 800.“Hall fame Award” “more trusted car brand” in India Zen. 2005: May 2005 Launches Swift 2006: Launches Zen Estilo Accolades and Awards 2001: Auto.“Most affordable car” NFO Alto car survey Zen.Best small car of the year” – Business standard mortaring. 2004: Launch Grand vitara XL-7 2004: Listed in BSE and after public issue over subscribed to times.

As a result consumer persepection in terms of models and concepts about vehicle are changing . In this stability competition will be tough and high.RESEARCH PROBLEM The attributes and habits of people are changing. customer satisfaction survey which by 21 . There changes are affecting the automobile industry. We can understand customer satisfaction through establishing complaint and suggestion system which is by providing opportunity to give their suggestion and complaints like their likes and dislikes. So a lot of new companies are entering this field. Satisfaction of customer can be measured in terms of whether he is satisfied after purchase by 5he providence of offers and other performance which is expected by him from the company. Satisfaction of customer is essential for the growth of the company.

Now in India Indus is facing lot of competition from many dealers of Maruti Sizuki and other automobile manufactures. If may lead to innovation.To find out the attitude of customer towards other companies like Hyundai. power. technologies and new method for retaining customers.conduction survey among customers to know their satisfaction and by analyzing the reason of loosing customers or their switching to other supplies. there is a need to perform well from the part of organization. Tata. Toyota etc 22 . So it is very essential to study the “customers after sales satisfaction towards Maruti Suzuki and Indus Motors OBJECTIVE Primary Objective :. driving comfort.To know the buyers attitude towards Maruti Suzuki after sales based upon style. Secondary Objective :. and after sales service. If these is a good competition. new ideas.

Market Survey report using structured questionnaire Secondary Data Source 1.RESEARCH METHODOLOGY Primary Data Source 1. Other data collected from company Data collected from magazines and websites 23 . 2.

In this process it should be remembered that 24 .REVIEW OF LITERATURE Review of literature shows the previous studies carried out by researchers in the field. Depending on the nature of the problem. proceeding. Govt. The researches should undertake extensive literature survey connected with the problem. The main purpose of the review of literature is to indicate the problems that are already investigate and those that need further investigation. The researches should undertake extensive literature survey connected with the problem.reports books etc. A critical reading of relevant literature becomes dispensible Not only in locating the research problem. The researcher should refer academic journals conference. but also in analyzing the procedures.

the student of Farook institute of management studies in 2007 should be done in speed. She suggested focusing on remedical area. Some of the suggestion and findings are as follows. 1) Aiswarya. At Indus itself cot of studies are conducted by various management students. There valuable suggestions and opinions. a sales executives found that 24.III Semester. The studies will help the organizations to implement.94% customers are known the Indus through others. which is too effective. Collection of customer’s suggestion. And he suggest that Indus should concentrate more on list customer’s survey.one source lead to another. 4) The study conducted by Laurence. the student of MBA find out that 22% of the customers failed to be satisfied by the facilities provided by Indus.V. Really it is a failure of sales and market executives. 25 . 3) Ajith kumar. 2) Study conducted by Pooja Krishna. Indus implements this says that the repair work suggestion now.C.T school of Business calicut found that Indus ie focusing on the problem area. MBA student at K.M.

Easier Drive 26 .L   Maruti 800 Tops in the petrol list.L and highway 19.94 per km Also the lowest cost of maintenance Special finance scheme-affordable almost like a two wheeler  Comfort:a.1 K.5 Lowest fuel list per kilometers-Rs.1.P.The maruti 800 has topped every fuel efficiency survey conducted in the past.PRODUCT PROFILE – MARUTI SUZUKI I Economy: MARUTI-800 Remarkable full efficiency. city figure.P.  K. 14.

4 meters. c.m Enter a whole new world of comfort and safety. Cool Drive Maruti 800 AC-The most affordable air conditioned car in the country Better life style:Own India’s most popular car for as Rs.25.   SAFETY:  Front and rear seat belt Side impact barns Head lamp leveling Laminated windshield Additional body reinforcement Collapsible steering column High mount stop lamp      PRICE Model Ordinary AC Showroom list 194487 215565 On road list 212921 234683 27 .00/ p.  b.  Slim external dimension and excellent all round vision Tight tuning radius of just 4.

II Economy  OMNI Omni has an extremely low owner reports running and maintenance lists amongst all vehicles as in India   The average mileage is 14.0 KPL Omni to have the lowest spare parts list Comfort a.    Space Big interior dimension Ample head room. riley room and shoulder room Along with ample luggage room Maneuverability Compact exterior dimension with minimal overhangs b.  28 .

Powerful and efficient EURO II complant Multi full option Petrol CNG LPG CNG:   LPG:29 5 seater Factory fitted kit Commercial and private registration possible . Safety    Tight turning radius 4. c. b.1 meters Front safety road Side impact door barns Thermoplastic bumpers To inch drum brakes Front and rear seat belt Laminated windshield Rear high mount stop light     Engine    a.

Bench seat folds down into a taste 3rd row option     30 . Netherland Legally registered. Showroom list 235903 237874 246841 Onroad list 260480 245479 272235 5 seater 8 seater Omni LPG IV Comfort Flex seating  VERSA 1st row option Slide and rectine the front row seat to adjust space between the first and  middle rows  2nd row option Bucket type seats with reclining and sliding facility Bench type sent with back folding forward and third seat folding up.   Price Model 5 seater and cargo version Factory fitted kit from vialle.

1298cc. 31 . Fold down and somersault third row seat All round cooling Powerful Air condition system with 130cc compressor Single or Twin AC option Twin AC with 2 independent cooling unit Individual control for and rear Deals for all three seating rows Safety      Side impacting absorbing becomes. all aluminum construction  Smooth and quiet as compared to most noisy diesel. in all 4 doors Front impact beam Steel pipe frame in rear seat Anti –Roll bar and danger rebound spring Vaccum Assisted Breaks and a load sensing Proportioning Value  Height adjustable restraints Technology   Meta tech Engine Powerful and responsive 16 Value .82 PHP . 16 bit Ecm.       Large suitcase.

     Electronic power steering Vehicle Speed sensitive Maintaince free Lesser load on engine Computer controlled self diagnosis PRICE Model Ordinary Deluxe (5 seater) Deluxe (8 Seater) Full option Showroom list 360101 433494 433494 471247 On road list 388204 464095 447255 503132 V On Various Terrains  Hills GYPSY  Higher surround clearance of 210 mm  Wide tracks for better stability    Snow 4x4 for better g4rip and traction Light floated 32 .

   conductivity     Petrol engine for quick cold starting Desert Avoid over heating. for city street rising   Price Model Ard Top Soft Top Showroom list 525944 506263 33 On road list 560463 539183 . Aluminum engine for excellent thermal 4x4 for better grip and traction Light footed Streams High frond clearance-210 mm 4x4 for better grip and traction Dirt Tracks Steering damps for eliminating road shock to the steering wheel     Wide tracks for better stability    High ways Excellent damps for eliminating road shock to the steering wheel 5 speed gearbox for efficient and guide highway driver Urban Jangle Staining cool and cool image.

Convenient controls  34 .VI Comfort Comfort and convenience: ZEN New seats with improved high and amber support.

  Safety  Handy storage species Powerful AC Protective monologue body Collapsible Steering column Side impact becomes Engine sub-frame Laminated front wind screen Anti-whiplash rear seat head restraints.      Style International Styling    Multi reflector clear head and tail lamps Front and rear log lamps New grill New fender New front and rear bumpers   New interior styling with features like   Aluminium polished gear knob New under console New fabric seats Head restraints for rear seats 35   .

 New look instrumentation Technology 32x4 Hyper Tech   32 bit ECM for reliability and speed 4 values per cylinder for an idea mix or great efficiency and performance Electronic Power Steering   Vehicle speed sensitive Maintenance free Lesser load on engine Computer controlled self diagnosis   PRICE Model Deluxe Full option Show room list 355204 379733 On road list 382703 408026 VII ESTEEM Comfort  Spacious contoured seats 36 .

  Height adjustable driver seat Deut seat centre arm rest Excellent high and lumbar support All wheel independent suspension Central cocking Power window Power Steering      Safety  Monologue body with rigid passenger cell and front and rear crumple zones Collapsible steering column Side impact becomes Front ventilated disk brakes and rear self adjusting drum brakes    Style  Sparking clear lens head lamp units Elegant chrome front grille Clear lens front fog lamp Stylish new rear with clear lens combination New trunk lid garnish Plush new up holsters Ergonomically designed dash board       37 .

   New white dials Silver finished controls Sporty gear stalk Performance  Faster Acceleration in its class (0-100cm 11.49 sec) MPFI. 32 bit. 16 value . 1300 cc all Aluminum 85 bhp & 6000 rpm Torque of 110 NM 4500 rpm Aerodynamic body All wheel independent suspension      Technology   32 bit ECM for reliability and speed 4 Value pressure cylinder for an ideal MIX of great efficiency and performance PRICE Model Deluxe Full option Showroom list 473391 507370 On road list 580112 544247 38 .

39 .  Smooth riding with suspension Safety  Rigid managing body with front and rear crumple zones Collapsible steering column] Front height adjustable seal belt Ventilated broke discs and self adjusting rear drum brakes    Technology All wheel independent suspension   Smooth ride Excellent handling and road grip DDL (Dual coil Distributor Less ignition)  Reliability and excellent performance. electronic control  ORVM’s and AC switches etc.VIII BALENO Comfort     A cockpit like dashboard Till steering for a personalized driving position Spacious seating with adequate head. legend shoulder room An Ac rated even better than the Maruti S Class Graceful integrators with thoughtful features like armrest.

32x4 Hyper Tech   32 bit Ecm for reliability and speed 4 values pressure cylinder for an ideal mix of great efficiency and performance Technology   13 noise reduction technologies Front Hoard Insulator Dash board silences Steering support tube Floor carpet silencer Roof insulation frame Chassis sub frames Floating acceleration cable Wheel housing insulator Resonators and silencer Quarter panel insulator          Price Model Deluxe Full option Showroom list 563405 649788 On Road list 608393 692676 40 .

IX Comfort GRAND VITARA XL.7 Seating for seven or cargo various sizes     Reclining 1st.2nd.3rd row seats 1st row can hilly recline in cline with 2nd row for flat resting plate Sliding folding sent backs for 2nd and 3rd row 2nd row can fold in to a table Leather seats Fully auto climate control with micron our filtration system Till steering and height adjustable drawers seat Over 14 handy storage places     Performance     2 Liter DOHC v6 engine 166 bhp 6000rpm Load low end torque – 236 NM 4500 rpm Variable our intake system for performance and efficiency at al engine speeds  Direct ignition systems for reliability and efficiency 41 .

Price 42 . Zero maintenance timing chain for durability and reliability Handling    Drive select 4x4 shift on the fly (UP to 100 kpr) Independent coil and strait suspension at the front 5 links axle coil spiting at the rear 16 mch wheel rims for better road holding on all surface Street lower brace for increased body rigidity .4.5 Overall rating – good Shady ladder frame with built in front and rear crumple zones Steel reinforced passenger compartment with high tensile strength steel in A.   Safety     Highest safety rating by us crash testing agency 1. B and C pillars     High tensile strength steel side impact beam Secure ISO.1.fix child seating system Dual front Airbags Seal felt with pretend screeners and load limiters to hold a person in till air bags can deploy perfectly  Antilock break system (ABS) with electronic Break Circe distribution for perfect controlled stop irrespective of the surface.

Model Showroom Cost On Road Cost 1890058 Deluxe (Limited Edition) 1801805 X Comfort      First class Airline seating Wagon R Split rear seats for flexible passenger and boot space. Full flat folding seats for enhanced luggage space Powerful AC Super smooth ride with McPherson strut suspension at the front and trailing with coil spring at the rear  Style      Original tall boy design Clear lance head lamps and tail lamps Classy chrome grille Elegant upholstery Sporty & roof rails Key less entry Technology 43 .

optimal in vxi ABS.optional vxi Side impact beams in front and rear doors Rigid passenger cell with protective crumple zones 8 inch Booster Assisted brails Anti roll bar 32 X 4 Hyper tech 16 bit and 32 bit Ecm for reliability and speed 4 valves per cylinder for an ideal mix of great efficiency and performance Electronic power steering Vehicle speed sensitive Maintenance free Lesser load on engine Computer controlled self diagnosis 44 .  1061 cc mpfi low friction engine develops 64 bhp @ 6200 rpm DDLI (Dual Coil Distributor less ignition) system for reliability and excellent performance         Safety         Meets stringent international safety norms Head lamp leveling Twin Air bags.

 Price Model Good visibility with high seating position Showroom Cost 332912 382728 407224 454393 On road Cost 360334 380825 437176 485950 Ordinary Deluxe Deluxe (with airbag) Full option XI Comfort It’s cool   Super cool AC ALTO Power full and effective compressor Delightful Drive     Safety   Adhering to straighten international safety standard Highly ride monologue frame 45 Right turning radius Speed sensitive maintenance fuel electric power steering Gas filled absorbers McPherson struts with torsion type anti roll.bar suspension .

     Dual side impact door beams Dual diagonal 20cm booster assisted brakes Rear door child safety lock Non.jamming door Large halogen lamps Technology Electronic power steering     Vehicle speed sensitive Maintenance free Lesser load on engine Computer controlled diagnosis 32 x 4 hyper techs    32 bit ECM for reliability and speed 4 valves per cylinder for an ideal mix of great efficiency And performance Performance Brilliant performer    16 x 4 hyper tech technology Out standing fuel efficiency 2 impressive road handling 46 .

Holland etc      Doing very well its in segment around the world Particular’s car price guide UK gives the following rates 3 star on value 4 star on running cost 3 star on reliability Price Model Ordinary Deluxe Deluxe (Limited Edition) Full option Full option (Limited Edition) On Showroom cost 233664 267341 275341 285678 293678 On road cost 252424 287192 295451 306123 314382 47 . Excellent pick.up and acceleration Global Accolades The global car  Exported to many countries including advanced countries in Europe like UK.

XII SWIFT Comfort Rally based suspension system  Rally bred. Comprises of coil spring with gas 48 . and a long wheel base giving the swift amazing stability and also a very roomy Cubin  Front suspension comprises of McPherson struts with anti roll bar mounted on a sub frame. where as rear suspension. European influenced and specially adapted for India the handling is easily amongst the finest in the class  The swift platform has a wide track.

The swift has a sophisticated fully auto climate control system. 49 . that can maintain the set temperature inside come rain. This give more assist and significantly lower cabin noise  A rooming cabin all round thanks in part to the wide for print.dampers and a torsion beam set up gives the swift a superior combination of handling stability and ride comfort  Tube less radials shod on 14 rich rim make sure that the swift remain sure for led as ever  The new generation of electronic power steering places the assist motor at the pinion and No:1 on the column. The swift has excellent head. The seating is very comfortable and gives the occupants a very natural posture with excellent back and leg support  The swift has very low cabin noise levels thanks to collaborate and advanced technologies used in various areas of the car like sound absorbing material vibrating dumpers and special construction techniques.  An excellent suspension not only makes the swift a nimble handler but also provides is comfortable ride over all kind of surface AUTOMATIC CLIMATIC CONTROL  Black control over the weather inside with just the push of a button. leg and shoulder room for all occupants. sun or snow.

 The system does this by using advanced micro computers along with an interior and exterior sensor  use        Central locking system and key less entry system with anti theft alarm Electronic boot opening Power windows Speed sensitive electronic steering Sporty short throw gear laves Cigarette lighter and luggage room accessory socket Dual trip digital trip meter etc The swift comes locked with features all designed to make it very convenient Styling Dynamic European styling   Styled in Europe the swift has a distinctively sporty bold and exacting design A distinctive sporty front face with uniquely vertically oriented clear head lamps and a large back mesh bumper grille in the front  At the side clearly defined shoulder lines complemented by bolding flared wheel areas and side sills inlay farmer emphasize the cars straight and stability 50 .

 A substantial looking expressively sled largest meets a large wide rear bumpers that forms a solid visual base for the lower part of the body one rear for light is also neatly integrated with the bumper  The glass home has a next sleek “wraparound” effect with the blacks out film on the A and B pillars Technology 6 microprocessors connected by CAN  The swift has 6 microprocessor of computers that take care of various function of the car 1. 3. 2. This make the system more reliable and computers (TECH 2) which lead to foster repair times 51 . 6.  Engine Power steering Air bags ABS and EBS Body Auto AC All 6 microprocessor of the swift are connected together by CAN (Control Area Network) communication setup this ia like a LAN setup that we have in officer for communication between computers  The advantages of having the LAN system are few wires required as all signal travel on the main wire. 4. 5.

6 6.6 6.6 52 .Performance Advanced AL Tech 32 Engine  All aluminum construction 32 bit ECM 1300 cc 16 valves 87 bhp @ 6000 rpm 113 Nm Torque @ 4500 rpm DDLI 8 sensor system        Price Model Showroom cost 399384 425911 On road cost 432587 460016 480721 542857 Ordinary Deluxe Deluxe (Anti lock break system) 445935 Full option (With Air bag) 506026 DATA ANALYISIS Most Preferable Maruti Model MODEL Maruti 800 Zen Esteem PERCENTAGE 46.

6 50 23.3 10.6 Series1 16.7 ar ut M Interpretation MODEL The above graph shows that most people choose Maruti 800 than other Maruti Suzuki Model. The least preferable Maruti Models are Zen and Alto.5 10 13.Alto WagonaR Swift 16.6 6.7 Maruti Model 50 45 40 PERCENTAGE 35 30 25 20 15 10 5 0 Es te on aR i8 Sw i ft Ze n em 00 Al to 46.5 10 6. Mode of Awareness of Indus MODE Magazine Friends Advertisement Self Alignment 53 PERCENTAGE 16.6 13.1 W ag . The rate of Maruti 800 is multiple than next most preferable Maruti Model.

7 54 . So they have to concentrate more on advertisement Satisfaction of customers towards Maruti Suzuki OPINION Yes No PERCENTAGE 93.3 6. There is a lack of advertisement from the part of Indus Motors.Mode of Awareness of Indus 10% 23% 17% Magazine Friends Advertisement Self Alignment 50% Interpretation Most of the customers are known about Indus through their friends.

Above 95% customers are satisfied with Suzuki that means Maruti Suzuki gain satisfaction from the part of their customer.7 23. Reason of customer satisfaction of Maruti Suzuki REASON Style Driving comfort Mileage 55 PERCENTAGE 30 16.Satisfaction of customers towards Maruti Suzuki 100 90 80 70 PERCENTAGE 60 50 40 30 20 10 0 Yes OPINION 6.3 Series1 Interpretation The above graph shows customer satisfaction of Maruti Suzuki. This may be the one of the reason of success of Maruti Suzuki.7 No 93.3 .

Service 30 Reason of customer satisfaction of Maruti Suzuki 30% 30% Style Driving comfort Mileage Service 23% 17% Interpretation This graph show that reason of customer satisfaction of Maruti Suzuki service and style of their product Maruti Suzuki have large number of service stations in the country. So it may be the most reason of selecting Maruti Model by people. Whether customer continue the use of Maruti Suzuki OPINION Yes PERCENTAGE 83.3 56 .

No 16.7 83.3 Series1 Interpretation This graph check whether the customer continue the use of Maruti Suzuki.7 73. This shows how customers are satisfied with Maruti Model. In out of 30 Customers 25 persons are saying that they will continues the use of Maruti Suzuki Model. Whether the customers own any other car OPINION Yes No PERCENTAGE 26.7 Whether customer continue the use of Maruti Suzuki 90 80 70 60 PERCENTAGE 50 40 30 20 10 0 Yes OPINION No 16.3 57 .

3 26.Whether the customers own any other car 80 70 60 50 40 30 20 10 0 73. most of the people doesn’t own any other car. but 26% of people own other companies car. Attraction to Indus Motors ATTRACTIONS Service Customer care Convenience Product availability PERCENTAGE 40 3.7 40 58 .3 16.7 Series1 S1 Yes OPINION No PERCENTAGE Interpretation This is used to test whether the customer of maruti own any other cars.

Indus motor providing a high quality service to their customers and the customer will get product very easily because it is available in Indus Motors at any time Customer’s satisfaction about Indus Customer care OPINION Yes No PERCENTAGE 40 60 59 .Attraction to Indus Motors 40% 40% Service Customer care Convenience Product availability 3% 17% Interpretation Most of the people are attractive to Indus Motors due to their service and product availability.

Service Provided by Indus Motors MARK Excellent Very good Good Poor PERCENTAGE 26. So Indus motors has to give more concentration on customer care. Only 40% of customer are satisfied with Indus customer care.7 40 30 3. Other 60% are not satisfied.3 60 .Customer’s satisfaction about Indus Customer care 40% Yes No 60% Interpretation The above graph shows that whether the customer of Indus motors are satisfied with the customer care facilities provided by Indus motors.

7 40 30 Series1 Interpretation This graph shows customer comment on service provided by Indus motors. 27% of customers are saying that service provided by Indus motors is Excellent. 40% of customer are giving ‘very good mark for the service.Service Provided by Indus Motors 40 35 30 25 PERCENTAGE 20 15 10 5 0 Excellent Very good Good Poor M ARK 3. FINDINGS  Indus Motors are providing very good services for Maruti Suzuki in Kerala Customers 61 . only 3% of people are giving poor mark for the service of Indus Motors.3 26.

Unity of employees are very good The sales performance of Indus Motors are very good in condition They doesn’t provide any huge advertisement Customer care services of Indus Motors are very poor         SUGGESTIONS 62 . good  Information transfer and data processing between employees are very They are providing good services for their customers Main competitor of Indus Motors is Maruti Popular Customers are Highly satisfied with Indus Motors Service Indus provide Maruti insurance service to their customers Indus Motors are providing high quality spares and parts.

    Give more importance to advertisement Focus more on customer care activities Watch the activities of competitors very well Motivate employees very well CONCLUSION After the study and analysis I am concluding that Indus motors are providing very good service for Maruti Suzuki customers in Kerala.    Activities of field executives should be improved No of field executives are very poor Provide more facilities to customers Maruti Suzuki concentrate on launching new models along with the up gradation of previous model. This is because of the 63 .

accent etc. They are started Business as four wheeler distributor of Maruti Suzuki. the marketing tools and techniques such as loan Mela and Exchange Mela and Marketing executives are adopted by Indus Motors are the same that are adopted by other four wheeler distributors. Information transfer and data processing between the departments and top-level managers and employees are very good . Indus Motors are little ahead than other dealers of Maruti Suzuki and other four wheeler companies in Kerala. After the analysis done through questionnaire the overall performance of the Indus Motors are very good in condition. But Indus compared to other cars the efficiency and usage attract more customers to purchase their brand of car. 64 . This organization is no:1 dealer in Kerala and 2nd Biggest dealer in the Country. Indus has opted promotional media such as newspapers. Indus starated in 1985 under the Brand name Indus motors Pvt Ltd. After the study and analysis I also conclude that the most customers of the Maruti Suzuki are satisfied with it and are willing to continue with Maruti Suzuki and also satisfied with the service provided by Maruti Suzuki Indus Motors.unity of the employees and the quality of the strategies which they are following. Video Films etc. This target has been achieved by Indus inspite of heavy competition from other brand of cars such as Santro. catalogues. Indus group is one of the largest car service networks in India . posters.

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