A

PROJECT REPORT ON
CUSTOMER SATISFACTION

Shri Sarvajanik BBA College, Mehsana

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

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SHRI SARVAJANIK BBA COLLEGE MEHSANA
ACADEMIC YEAR:-2014-2015
Shri Sarvajanik BBA College, Mehsana
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INTRODCTION TO THE
STUDY
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

Shri Sarvajanik BBA College, Mehsana

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.
 
PURPOSE OF THE STUDY
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  To find out customers are satisfied or not of MARUTI SUZUKI
cars.
 RESEARCH METHODOLOGY

SAMPLE SIZE: - The sample size for this project was 100 customers of MARUTI SUZUKI from
MEHSANA.
  
TOOLS FOR DATA COLLECTION:-

Shri Sarvajanik BBA College, Mehsana

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: 4
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

Shri Sarvajanik BBA College, Mehsana

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
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and their Age
LIMITATIONS
 Lack of sufficient funds to cover the whole
universe as sample

Shri Sarvajanik BBA College, Mehsana

 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

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Shri Sarvajanik BBA College, Mehsana
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INTRODUCTION OF ORGANISATION
 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 per
cent of the domestic car market.

Shri Sarvajanik BBA College, Mehsana

 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 India’s first affordable car, Maruti 800, a 796
8
cc hatch back was launched as the company went into production in a
record time of 13 month.
Shri Sarvajanik BBA College, Mehsana
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ANALYSIS OF DATA
 There is no significance difference between the users of Maruti
Suzuki and their Age
1. Age Group

Age Actual Expected

20-30 43 25

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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. 10
2. DO YOU HAVE MARUTI SUZUKI CARS?
ANSWER RESPONDENT PERCENTAGE
YES 100 100
NO 0 0
TOTAL 100 100

Shri Sarvajanik BBA College, Mehsana

120

100

80
 INTERPRETATION:-

60 RESPONDENT  In this question shows that how many people have

PERCENTAGE
MARUTI SUZUKI cars and the survey
interpretation is 100% people have MARUTI
40 SUZUKI cars.

20

11
0
YES NO
 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%

Shri Sarvajanik BBA College, Mehsana

PROMOTION
TOTAL 100 100%
45
40
35
30
25  INTERPRETATION:-
20  In this question interpret that MARUTI SUZUKI
15 promotion policy appropriate or not so 32% says
10 RESPONDENT yes 26% says that is not appropriate and 42% says
5 company need further promotion for selling more
PERCENTAGE
0 cars and awareness about new models and new
technology adopted.

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4. DO YOU WANT ANY CHANGES IN CARS
OF MARUTI SUZUKI?
ANSWER RESPONDENT PERCENTAGE
YES 36 36
NO 64 64
TOTAL 100 100

Shri Sarvajanik BBA College, Mehsana

RESPONDENT

 INTREPRETATION:-

YES; 36%
 In this survey 36% peoples want changes in
MARUTI SUZUKI cars and 64% peoples don’t
want any changes in MARUTI SUZUKI cars.

NO; 64%

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WHERE ANSWER RESPONDENT PERCENTAGE

YOU CAME TELEVISION 19 19

TO KNOW NEWSPAPER/MAGAZINE 21 21

ABOUT FRIENDS & RELATIVES 31 31

MARUTI
HOARDING 29 29

SUZUKI?
TOTAL 100 100

Shri Sarvajanik BBA College, Mehsana

100

90

80

70

60
 INTERPRETATION:-
50  In this question research about customer where
RESPONDENTS came to know about MARUTI SUZUKI so 19%
40
PERCENTAGE people came from television 21% people came from
30 news paper and magazine 31% people came from
friends and relatives 29%people came from
20 hoarding.

10

0 14
6. ARE YOU SATISFIED WITH DEALER OF
MARUTI SUZUKI?
ANSWER RESPONDENTS PERCENTAGE
YES 66 66
NO 34 34
TOTAL 100 100

Shri Sarvajanik BBA College, Mehsana

TOTAL

 INTERPRETATION:-
 The purpose of this question is to find out opinion
of customer about dealers of the MARUTI
RESPONDENTS SUZUKI.
NO
PERCENTAGE  In the above chart near 66 customers said that
they are satisfied with dealer.
 So that company need to somewhat improvement
in efficiency of the dealer quality and condition.

YES

15
0 20 40 60 80 100
 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

Shri Sarvajanik BBA College, Mehsana

TOTAL

 INTERPRETATION:-
 Some times company sends thank you mail,
RESPONDENTS SMs, phone call for customer after delivery.
NO
PERCENTAGE  In this case 51% customers say they receive thank
you mail and SMS from the company.

YES

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0 20 40 60 80 100
8. WAS THE TEST RIDE OFFERED TO YOU?
ANSWER RESPONDENTS PERCENTAGE
YES 63 63
NO 37 37
TOTAL 100 100

Shri Sarvajanik BBA College, Mehsana

37%  INTERPRETATION:-
37%  In present day every company provide free test
YES drive to its prospective customers.
NO  In this case 63% customers say that they take test
63% drive from the company.
63%

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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

Shri Sarvajanik BBA College, Mehsana

Technology 34 22 8 9 27

INTERPRETATION:-
60


50
 Purpose of this question is
satisfaction level for
40
Price MARUTI SUZUKI cars
Mileage upon various criteria like
price, Mileage, after sales
30 After sales service
Delivery

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Technology service, delivery,
technology. Customer’s fills
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10 their satisfaction level in
this question.
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 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

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Price 255 112 30 8 7 412 4.12 1
Mileage 80 160 72 24 8 344 3.44 3

Shri Sarvajanik BBA College, Mehsana

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 customer’s so
1st rank is price 2nd is delivery 3rd mileage and same rank
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for after sales service and technology.
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

Shri Sarvajanik BBA College, Mehsana

Respondents
will be successful will be failure

 INTERPRETATION:-
 This question will help the company to produce
diesel option in wagon r, a star and Zen and in
32% this survey 68% people says it will be successful
and 32% people says that it will be a failure.
68%

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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

Shri Sarvajanik BBA College, Mehsana

RESPONDENTS
RESPONDENTS

75

 INTERPRETATION:-
 IN THIS QUESTION 75%RESPODENT SAID THAT
THEY WOULD GIVE THEIR SUGGESTION TO A
RELATIVE OR A FRIEND TO PURCHASE MARUTI
SUZUKI CARS.
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YES NO
FINDINGS AND SUGGESTION
FINDINGS:-
 Maruti Suzuki Company provides maximum satisfaction to the customers

but now a day’s Tata and other automobile company provide tuff
competition to the Maruti Suzuki.

Shri Sarvajanik BBA College, Mehsana

 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
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cars and awareness about its dealer ship and its prestige.
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

Shri Sarvajanik BBA College, Mehsana

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.

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 Shri Sarvajanik BBA College, Mehsana
THANK YOU!
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