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TO WHOM IT MAY CONCERN

This is to certify that Bhanu Prakash .G USN No1cr08MBA21 a final year MBA student of CMR Institute of Technology (Affiliated to Visveswaraya Technologica Univeristy, Belgaum) has undergone a project titled ³CUSTOMER SATISFACTION TOWARDS MARUTI SUZUKI PRODUCTS PURCHASED THROUGH KFP PVT. LTD from 02:01:2010 to 10:03:2010 in ourorganisation.

During his project work, we found him sincere, very attentive towards assignment. We wish him a bright and successful career in all his future endeavor.

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Table of Index
Serial No. Contents
1 PART-A

Page No.

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Chapter I Introduction 1.1 .Industry Profile 1.2. Company Profile 1.2.1. Background and inception of the company 1.2.2. Nature of the business carried. 1.2.3. Vision, Mission & Quality Policy. 1.2.4 Products/service profile 1.2.5. Area of operation ± Global / National / Regional. Advantage to location 1.2.6. Ownership pattern ± sole trader/joint stock/cooperative/family venture. 1.2.7. Competitors information 1.2.8. Infrastructural facilities 1.2.9. Achievement / Award if any 1.2.10. Work flow model 1.2.11. Future growth and prospects Chapter II

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Mckensy¶s 7S frame work with special reference to organization under study.

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Chapter III SWOT analysis

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Chapter IV Analysis of financial statement

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Chapter V Learning experience

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PART-B

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Chapter VI 6.1. Statement of the problem 6.2. Objectives of problem 6.3. Methodology 6.3.1. Research Methodology 6.3.2. Sample design 6.3.3. Sampling unit 6.3.4. Sample size 6.3.5. Sampling procedure 6.3.6. Data collection techniques 6.3.7.Data Analysis techniques 6.4 Limitations,

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Chapter VII

Analysis, observations and inferences
8 Chapter VIII
Findings, Suggestions and conclusion

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Questionnaire

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Bibliography

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No. 1 2 3 Contents Page No.List Of Figures Sl. Maruti Esteem 20 (sedan) Maruti zypsy 21 Maruti Grand 22 Vitara (SUV) 4 5 OMNI (Van) Maruti (Hatchback) 23 800 24 6 Maruti (Hatchback) Alto 25 7 Maruti (Hatchback) Zen 26 8 Maruti swift 27 9 Maruti (wagon) WagonR 28 10 Maruti School Driving 30 11 McKinsey s model 7 s 33 12 Overall Organisation Structure 38 4 .

1 Graph for table 1 56 2 3 4 5 6 7 8 Graph for table 2 Graph for table 3 Graph for table 4 Graph for table 5 Graph for table 6 Graph for table 7 Graph for table 8 57 58 59 60 61 62 63 9 10 11 12 13 14 15 16 Graph for table 9 Graph for table 10 Graph for table 11 Graph for table 12 Graph for table 13 Graph for table 14 Graph for table 15 Graph for table 16 64 65 66 67 68 69 70 71 5 .List Of Graphs Sl. Contents Page No. No.

1 Contents Analysis of balance sheet Term Liabilities Total Current Assets Page No.17 Graph for table 17 72 List Of Tables Sl. Seating. 44 2 3 4 5 6 7 8 9 10 11 12 13 14 45 46 Occupation of the Respondents 56 Monthly house hold income 57 Car owned by the respondents 58 Showing Respondent¶s like about maruti 59 suzuki cars showing opinion about the availability is of spares parts for your vehicle Are you satisfied with performance of your vehicle How is the maintenance cost of your vehicle Showing opinion about the after sales and services provided by KPF Maruti Suzuki Table showing difficulty in locating our service center Value for money 60 61 62 63 64 65 What do you think about the infrastructure in 66 KPF Pvt. Selling) Décor of the waiting area is pleasing Was your vehicle ready for delivery at the promised time after servicing? Overall how do you rate the quality of service 67 68 69 70 72 6 .Ltd? 15 16 17 18 19 Are you satisfied regarding complaint recognition Service personnel¶s attitude towards you (greeting. No.

have started manufacturing activities in India.I 1. the government of India and the Indian private sector initiated manufacturing processes to help develop the automobile industry. The quality of production in small. The ancillary industries have also grown in tandem. The major breakthrough of recent years is the unveiling of "Nano" by Tata Motors during the auto expo 7 .Japanese manufacturers entered the Indian market ultimately leading to the establishment of Maruti Udyog. A number of foreign firms initiated joint ventures with Indian companies. too. This article discusses those challenges and initiatives taken by the government to overcome them. History In 1953. INDUSTRY PROFILE Automobile Industry The automobile industry in India²the tenth largest in the world with an annual production of approximately 2 million units²is expected to become one of the major global automotive industries in the coming years.1. During the last decade. either by themselves or in partnership with Indian companies. The Indian auto industry is changing rapidly. A number of domestic companies produce automobiles in India and the growing presence of multinational investment. Challenges faced by Indian Automotive Industry in the new age The Indian automotive industry has been facing new challenges due to the rapid changes taking place during the last decade. many international auto manufacturers. Between 1970 to the economic liberalization of 1991.and medium-scale industries has improved to such an extent that they started exporting products to international manufacturers. has led to an increase in overall growth. Following the economic reforms of 1991 the Indian automotive industry has demonstrated sustained growth as a result of increased competitiveness and relaxed restrictions.CHAPTER.000 units. The monthly sales of passenger cars in India exceed 100. the automobile industry continued to grow at a slow pace due to the many government restrictions. which had emerged by the 1940s in a nascent form. A number of Indian manufactures appeared between 1970 -1980.

it is very unlikely that the situation will change for the better. Also. These developments in the auto sector have given new confidence to everyone related to the auto industry and specifically to the government which resulted in the announcement of the Auto Policy 2006-2016 by the Ministry of Heavy Industries. like many other industries is facing severe shortage of skilled technical as well as managerial manpower. Unless the use of alternative fuels increases. Rising oil price International price of crude oil has crossed US$ 120 per barrel and is rising at an alarming rate.2007. materials. The prospects of India and China of becoming economic superpower will be seriously affected. This challeng becomes 8 . This has received worldwide attention and proved that India can not only design an automobile of international standards but also execute the project at a much lower cost through innovative choice of components. it is important to overcome various challenges the industry is facing currently.5 million new jobs to the economy. This will also require radical redesigning of engines. Human resources The second major challenge is the creation of highly skilled human resource required for the auto industry. continues to remain at the same level for the next 8-10 years. Two of the foremost challenges are the spiraling cost of fuel and the paucity of highly skilled manpower. According to the Auto Policy. Several million vehicles and components are expected to be exported to both developed and developing nations. To achieve these goals. To realize the above growth predictions. Auto industry. The forecast of market experts that the crude oil price will plateau around US$ 100 per barrel has been proved wrong. Every year two to three million people are expected to purchase new vehicles. The government is also giving some concessions to the auto industry. the Indian auto sector is expected to grow to US$ 216 billion by 2016 and add 2. This necessarily means that more and more investments should be directed towards R&D. The skyrocketing crude oil price rise will affect the economic growth of most of the nations of the world including India. engine design etc. the rise in oil prices will impact the growth of global automotive industry. it is important that the present GDP growth rate. establishing mechanisms to translate R&D results into products and their efficient manufacturing. which is more than 8 per cent.

y Three Wheelers sales recorded a growth rate of 25. Scooters and Motorcycles grew by 31.77 percent in April-January 2010. 20. y Two Wheelers registered a growth of 23. 9 . Medium & Heavy Commercial Vehicles (M&HCVs) registered growth at 20.05 percent in this period.all the more daunting because faults lie at a more fundamental level of training infrastructure and the social perception.74 percent during April January 2010. Passenger Cars grew by 24. Utility Vehicles grew by 21.56 percent and 24.75 percent.66 percent.39 percent during April-January 2010 as compared to the same period last year.73 percent. Goods Carriers grew at 4.95 percent and Multi Purpose Vehicles grew by 37. Mopeds.21 percent over same period last year.32 percent respectively. globally competitive auto ancillary industry Established automobile testing and R&D centres Among one of the lowest cost producers of steel in the world World's second largest manufacturer of two wheeler Fifth largest manufacturer of commercial vehicles Largest manufacturers of tractors in the world Fourth largest passenger car market in Asia India is the second largest two-wheeler market in the world 11th largest passenger car market in the world Expected to be the seventh largest auto industry by 2016 Domestic Sales: y Passenger Vehicles segment during April-January 2010 grew at 25.20 percent. India's Position in World's Production: y y y y y y y y y y Well-developed. Light Commercial Vehicles grew at 39. While Passenger Carriers grew by 32.58 percent.54 percent during April-January 2010. y The overall Commercial Vehicles segment registered positive growth at 30.

India is the 11th largest market in the passenger car segment globally which is expected to become the 7th largest market by 2016. y Passenger Vehicles segment. to reach a mark of US$ 120-159 billion.overall automobile exports registered a growth rate of 13. 10 . Presently.92 percent.84 percent respectively in this period. Growth Drivers of Indian Automobile Market y y y Rising industrial and agricultural output Rising per capita income Favourable demographic distribution with rising working population and middle Urbanisation class y y Increasing disposable incomes in rural agri-sector Availability of a variety of vehicle models meeting diverse needs and preferences y y y Greater affordability of vehicles Easy finance schemes Favourable government policies Future of automobile industry Future By 2016 the size of the Indian automobile industry is expected to grow by 13%.60 percent and 8. Automotive Mission Plan 2016 To accelerate and sustain growth in the automotive sector and to steer. Three Wheelers and Two Wheelers segments grew by 33. co-ordinate and synergies the efforts of all stakeholders. Commercial Vehicles recorded growth of (-) 7.24 percent.Exports: y During April-January 2010. India is the 2nd largest two wheeler market in the world and fourth largest commercial vehicle market worldwide. 4. Automotive Mission Plan (AMP) 2006-2016 has been prepared in order to make India a global automotive hub.52 percent.

11 .The Automotive Mission Plan (AMP) 2006-2016. It is the largest automobile manufacturer in South Asia.marutisuzuki.903 [1] Suzuki Motor Corporation www. It is largely credited for having brought in an automobile revolution to India. Shinzo Nakanishi. Type Founded Public (BSE MARUTI. Suzuki Motor Corporation of Japan holds a majority stake in the company. Managing Director and CEO Automotive Automobiles US$4.com Maruti Suzuki India Limited (Hindi: ë÷ â óú Óù ÅÁ ßì÷ î ëÝß) is a publicly listed û automaker in India. NSE MARUTI) 1981 (as Maruti Udyog Limited) Headquarters Delhi. The company's headquarters are located in Delhi. Maruti Udyog Limited was renamed Maruti Suzuki India Limited.8 billion (2009) 6. India Key people Industry Products Revenue Employees Parent Website Mr.two and three wheelers and auto components PROFILE OF MARUTI UDYOG LTD. MUVs. It is the market leader in India and on 17 September 2007. It was the first company in India to mass-produce and sell more than a million cars. aims at doubling the contribution of automotive sector in GDP by taking the turnover to USD 145 billion and providing additional employment to 25 million people by 2016 with special emphasis on export of small cars.

the term "Maruti" is commonly used to refer to this compact car model. though the actual production commenced in 1983 with the Maruti 800. in popular Indian culture. was the India's largest selling compact car ever since it was launched in 1983. With this. of India no longer has stake in Maruti Udyog. Maruti 800.000 units per annum. Maruti Suzuki has produced over 5 Million vehicles. Models similar to Maruti Suzuki¶s (but not manufactured by Maruti Udyog) are sold by Suzuki Motor Corporation and manufactured in Pakistan and other South Asian countries. Till recently the term "Maruti". Maruti Suzuki¶s are sold in India and various several other countries.000 cars annually. Maruti Udyog Limited (MUL) was established in February 1981. Maruti Suzuki Alto tops the sales charts and Maruti Suzuki Swift is the largest selling in A2 segment. and 54.2% by Suzuki of Japan. launched in February 2007 comprise a vehicle 12 . Its manufacturing facilities are located at two facilities Gurgaon and Manesar south of Delhi. More than a million units of this car have been sold worldwide so far. both in terms of volume of vehicles sold and reve nue earned. its' only competitorsthe Hindustan Ambassador and Premier Padmini were both around 25 years out of date at that point. As of 10 May 2007. The Indian government held an initial public offering of 25% of the company in June 2003. The company annually exports more than 50. 18. Through 2004. in India Hindu¶s lord Hanuman is known as "maruti". Currently. Until recently. of India sold its complete share to Indian financial institutions. Govt. The Manesar facilities. Due to the large number of Maruti 800s sold in the Indian market. based on the Suzuki Alto kei car which at the time was the only modern car available in India. Maruti Suzuki¶s Gurgaon facility has an installed capacity of 350.000 cars and has an extremely large domestic market in India selling over 730. Maruti Suzuki has been the leader of the Indian car market for over two decades. depending upon export orders. was associated to the Maruti 800 model.Maruti Suzuki is one of India's leading automobile manufacturers and the market leader in the car segment. till 2004.28% of the company was owned by the Indian government. Govt.

A-star and SX4 are manufactured in Manesar.assembly plant with a capacity of 100. Omni. More than half the cars sold in India are Maruti Suzuki cars. Nearly 75. which owns 54. Swift. Eeco. Both manufacturing facilities have a combined production capacity of 1. In all. It is listed on the Bombay Stock Exchange and National Stock Exchange in India.000 engines and transmissions. of which 53. Ritz. Suzuki Motor Corporation.000 units annually.000 units per year and a Diesel Engine plant with an annual capacity of 100. During 2007-08. The company is a subsidiary of Suzuki Motor Corporation. Wagon. remaining all models are manufactured in Maruti Suzuki's Gurgaon Plant. the parent company.024 were exported. lightweight engine that is clean and fuel efficient. Estilo. Maruti Suzuki sold 764. Grand Vitara is imported from Japan as a completely built unit (CBU). Alto. over six million Maruti Suzuki cars are on Indian roads since the first car was rolled out on 14 December 1983. The rest is owned by the public and financial institutions. Swift DZire. 13 . Manufacturing Facilities Maruti Suzuki has two state-of-the-art manufacturing facilities in India. Maruti Suzuki offers 15 models.000 people are employed directly by Maruti Suzuki and its partners. Japan. Maruti 800. Gypsy. is a global leader in mini and compact cars for three decades.[12]. Manesar and Gurgaon facilities have a combined capability to produce over 700. Swift. It has been rated first in customer satisfaction among all car makers in India from 1999 to 2009 by J D Power Asia Pacific. SX4. Suzuki¶s technical superiority lies in its ability to pack power and performance into a compact.842 cars. Swift DZire. Grand Vitara.000.000 vehicles annually. A-star.2 per cent of Maruti Suzuki.

Swift DZire and SX4. As of 2009 it currently has 681 dealerships across 454 cities.000 vehicles annually. The entire facility is equipped with more than 150 robots. The Gurgaon Facilities manufactures the 800.000 vehicles annually but productivity improvements have enabled it to manufacture 700. out of which 71 have been developed in-house. MARKETING STRATEGY OF MARUTI IN LATE 1980¶s Maruti was the first company in India which studied the consumer demand Market segmentation policy was adopted that targeted different type of consumers with different type of models. Manesar Manufacturing Facility The Manesar Manufacturing Plant was inaugurated in February 2007 and is spread over 600 acres.Gurgaon Manufacturing Facility The Gurgaon Manufacturing Facility has three fully integrated manufacturing plants and is spread over 300 acres.000 vehicles annually in October 2008. Wagon. Maruti Suzuki has 779 dealer workshops. All three plants have a installed capacity of 350. where Maruti Suzuki trains the local staff. The Gurgaon facilities also manufacture 240. Initially it had a production capacity of 100.000 vehicles annually but this was increased to 300. Omni and Gypsy.000 K-Series engines annually. Service is a major revenue generator of the company. Most of the service stations are managed on franchise basis. Alto. Other automobile companies have not been able to match this benchmark set by Maruti Suzuki.945 Maruti Authorized Service Stations and 30 Express Service Stations on 30 National Highways across 1. To ensure the vehicles sold by them are serviced properly. 1. Swift.314 cities in India. The Manesar Plant produces the A-star. Sales and Service Network Maruti Suzuki is one of the companies in India which has unparalleled sales and service network. Estilo. The Express Service stations help many stranded vehicles on the highways by sending across their repair man to the vehicle. 14 .

star. There are 265 µMaruti True Value¶ outlets spread across 166 cities. Maruti Suzuki¶s Key Success Technology-Related ¶(KPF¶s) 1. 2. The record sales performance was affected through the Company's vast dealership network. Pan-India service network. This resulted in complete control of maruti over the market. 15 .y Maruti800 targeted medium income group. purchase and exchange of Pre-owned cars. Swift. y y y y y y Maruti van targeted businessmen and doctors (ambulance) The Gypsy targeted the paramilitary forces and the police. Designing cars best suited for Indian market. 2. Estillo and sedans DZire. which are engaged in the sale. 3. SX4 and Sports Utility vehicle GrandVitara. 2. Distribution-Related KPF¶s 1. R&D facilities and Japanese collaboration. The company advertised its different products according to customers. Car sales outlet increased to 600 covering 393 cities. Full range of cars. Marketing-Related KPF¶s 1. while the deluxe model targeted rich income group. Launch of World class quality cars like A.from entry level Maruti 800 & Alto to stylish hatchback A. Communication through advertisement is totally to the need of indian culture 3. Suzuki internationally known for Small cars 3. 2. A special cell was made to make direct dealing of Gypsy with the Government & the army. Cost leadership in the market due to efficient value chain and manufacturing plants. Wagon R.STAR and SPLASH Manufacturing-Related KPF¶s 1.

Suzuki Motor Company increases stake in MUL to 54. Launched Swift.5%. JD power customer Satisfaction index Award. Maruti gets listed on BSE and NSE (IPO Oversubscribed 11.Skills and Capability -Related KPF¶s 1. Disinvestment. exported 500 cars to Hungary. New Delhi 16 . JD power customer Satis faction index Award.5 million vehicles rolled out. JD power customer Satisfaction index Award World premiere of concept A-Star at Auto Expo. (Esteem).2 times). MILESTONES 1983 1987 1990 1992 1993 1996 2000 2001 2001 2002 2002 2002 2003 2003 2004 2005 2005 2006 2007 2007 2008 ³The people¶s car is born´. JD power customer Satisfaction index Award. Launched Maruti Zen ³the world¶s car´. JD power customer Satisfaction index Award.628 service outlets including dealer workshop as well as Maruti Authorized Service Stations. JD power customer Satisfaction index Award. covering 1220 cities. JD power customer Satisfaction index Award. 1. Suzuki Motor Company increases stake in MUL to 50 %. Maruti versa launched. Maruti goes overseas. Launched SX4 Luxury sedan and SUV Grand Vitara. The service network had a total of 2. Launched India¶s first sedan. Maruti finance and insurance launched. JD power customer Satisfaction index Award. Maruti true value launched.

Brar. Mr. Jagadish Khattar. Mr. S. R C Bhargava. Shinchi Takeuchi. Mr.CURRENTLY DIRECTORS ON THE BOARD y y y y y y y y y y y y Mr. Hirofumi Nagao. Shinz Nakanishi. Osamu Suzuki. Tsuneo Kobayashi. Mr. Chairman Managing director Senior joint managing director Joint managing director Joint managing director Director ( marketing & sales) Director Director Director Director Director Director 17 . Mr. D. Mr. Mr. Mr. Amal Ganguli. Mr. pallavi Shroff. Mr. Manvinder Singh Banga. Shuji Oishi. Mr.

K.2.MODI basically a reputed mine owner in bellary carrying minning activities for the past 30 years. The founder of KPF was µMr. Mission of the company To provide a wide range of modern.1.K. The name of the showroom is KPF Pvt Ltd. Gadag other near by areas. which is situated at Allipur (About 8 kms from the city) has got all the facilities.2 Nature and business carried KPF Pvt Ltd authorized dealer for sales service and spares for maruti range of vehicles in Bellary.. It was his objective to have a four wheeler automobile dealership in bellary and it is still one & only of its kind the showroom & workshop with all the facilities under one roof.2.2. 1. Raichur.1. 1. KPF Pvt Ltd was started in 1989 at Bellary as a maruti authorized service station. Hospet .3 Vision of the company We must be an internationally competitive company in terms of our products and services. background and inception of the company AUGUST 2000 when maruti udyog ltd.S. The showroom. Company Profile 1. Koppal .S. MODI sprung into action leaving no efforts and applied for the dealership. We must retain our leadership in Bellary.2. 18 . high quality fuel efficient vehicles in order to meet the need of different customers in the Bellary. Called for a dealership at bellary & Mr. started its operation in the year 1989 as a maruti authorized service station (MASS) catering to the needs of the citizen of the Bellary.

remote operated fuel tank lid. the bonnet is worked on and rear is also enhanced. door pockets. remote operated fuel tank lid and trunk lid. center console box. air flow controls.4 Products and service profile Figure : 1 Maruti Esteem (Sedan) Maruti Esteem occupies a prominent place in the portfolio of sedan cars in India. The car¶s strengths include low running costs and smooth and powerful engine. 1. The lens headlamps look impressive. Features like fabric upholstery. and act) in all activities and levels of organization. Facilities of cabin heater. coat hanger hook on grip assistance come with the car. front door pockets (both sides).Quality policy Committed to customer satisfaction by dedicated service and continually improve by following PDCA (plan. Power Appreciated for its packed performance and safety features. Maruti Esteem served as the car of the affluent for a long time. The car is available in the price range of Rs. front seat back pockets (both sides ). Instrument panel of this model includes tachometer and speedometer with sporty dial. Design and Interior the car has comfortable and spacious interiors. Variants. convenient lighting arrangements. molded floor carpets. 4.00 lakhs. Price and Mileage LX is the basic version of Maruti Esteem while LXi and VXi are the upgraded versions. 19 . air flow controls.50-5. The new Esteem's grill is an obvious improvement. Maruti Esteem has been around for several years. A pretty reliable car. do.2. sporty looking instrument panel have been incorporated in this car. check.

from highways to hilly and from desert to snowy. Maruti Gypsy car is excellent tough build quality to take on in any terrain. Gypsy is a SUV really made for Indian conditions.01 seconds. 4-cylinder engine. It boasts of excellent pick up and reaches 0-60kph in 5. the Indian version of Suzuki Jimmy. The 1300 cc petrol engine is lighter than the diesel one and ensures better control. The engine which runs this huge car is made of lightweight all-aluminum. Safety Safety features like collapsible steering column. is one of the best four wheeler that can go nearly to anywhere and in any weather. At the heart of the 4 wheel drive Gypsy has responsive petrol engine delivering 80 bhp of impressive power that is complimented with the 5 speed transmission for better control and great mileage. steel side impact beams. Maruti Gypsy King. Maruti Gypsy Figure : 2 Maruti Gypsy is a solid Sports Utility Vehicle (SUV) that has been designed to conquer any kind of terrain. The maximum power is 80 20 . It is the vehicle to surrender to the call of the wild. and laminated windshields have been used in this car. more power and greater responsiveness.Engine The car is equipped with a powerful 1298 cc. The machine can deliver a maximum output of 85 bhp @ 6000 rpm. The engine of Maruti Gypsy is on high thermal conductivity that heats up quickly under extremely cold conditions and also avoids overheating in hot climate terrain.

bhp @ 6000 rpm. This SUV is distinctively designed with imposing front grills to lend a strong measure of audacity to the imposing forward stance. The 5-speed gearbox of the car ensures better highway mileage and allows high cruising speeds. Maruti (SUV) the Gypsy with its petrol variants targets the middle class consumer with Maruti SUVs between rupees five and six lakhs. it does not get stuck on sandy or muddy tracts. Maruti Grand Vitara (SUV) Figure : 3 The Grand Vitara is Maruti's entry into the luxury SUV segment. The Grand Vitara with its petrol variants targets the middle class consumer with Maruti SUVs between rupees fifteen and seventeen lakhs. Being a lighter vehicle. Additionally the flared wheel arches take in extra strong tyres to counter any type of terrain. it is the standard transportation vehicle of the police and Indian paramilitary forces. 21 . At the same time. The stronger R16 tyres are a useful asset during congested city drives.

56 lakhs including supplementary statutory charges. The Omni 5 seater is now available at a showroom price of around Rs. New cars in this series have a showroom price ranging from around Rs.2 lakhs including supplementary statutory charges.Maruti Omni (VAN) Figure : 4 The Omni is a multi utility van for use in business as well as in the family.7 lakhs inclusive of ancillary charges.1 m. Omni 8 Seater (Petrol) The Omni 8 seater has a seating capacity of 8 people. 22 . There is a lot of space for nearly every family requirement. It is good for family use and transporting small groups of people. It is ideal for individuals who require travel long distances or take their family members for a holiday. Omni 5 Seater (LPG/Petrol) the Omni 5 seater (LPG/Petrol) offers the convenience of LPG with a reserve petrol capacity that can be utilized to get to the nearest LPG station in case the van runs out of LPG. 2.5 lakhs with an on road price of around Rs.4 lakhs to around Rs. It is ideal for ferrying a larger number of people around the city. negotiating this vehicle in tight lanes and congested traffic is an easy job for the driver. Omni variants include Omni 5 Seater (Petrol) the Omni 5 seater is the compact van with a seating capacity of five. It offers a turning radius of just 4. 2. 7.2. The Omni 8 seater is now available at a showroom price of around Rs. 2. The Omni is just right vehicle to use within the city. The Omni with its petrol variants targets the middle class consumer with van car prices between rupees two and three lakhs. 8.28 lakhs with an on road price of around Rs.

which is inclusive of all charges such as insurance. it was India's largest selling car. 2. This variant has a showroom price of around Rs. etc. It is also dubbed as the people's car after the efforts of erstwhile Prime Minister Rajiv Gandhi.5 lakhs. RTO. 800 AC (Petrol) the Maruti (Hatchback) is the basic model with standard features and specifications. The Maruti 800 with its petrol variants targets the middle class consumer with Maruti car prices between rupees two and two lakhs fifty thousand. Basic air conditioning is also included.01 lakhs and on-road price of around Rs.22 lakhs and on-road price of around Rs. 2. octroi. 2. octroi. 2.Maruti 800 (Hatchback) Figure : 5 It is the most compact car available in the Indian market.25 lakhs. Maruti 800 variants include 800 Non AC (Petrol) the Maruti (Hatchback) is the basic model with standard features and specifications. 23 . This variant has a showroom price of around Rs. etc. RTO. For many years. which is inclusive of all charges such as insurance.

The Alto comes with great looks and a superior feel. the speedometer is large and easy to read but there is no tachometer and the odometer and trip meter are on the same digital LCD display so you have to switch between them by using a button these are the major things which might disappoint you. 3cylinder. The interiors of Maruti Alto are functional but not great. There is enough space in the dashboard cabinet to store bare essentials. There is enough plastic all around you to make a Greenpeace activist see red. Maruti (Hatchback) The Maruti Alto with its petrol variants targets the middle class consumer with car prices between rupees two lakhs fifty thousand and three lakhs fifty thousand. The AC of Maruti Alto is designed to turn the temperature of its tiny cabin into the frozen meat within 5 minutes but it is a shame of it because it does so at the cost of the driving power that this car so desperately needs. In its instrument panel. On highway it will give you 21 kmpl while on urban roads you can easily find 17 to 18 kmpl. Maruti Alto is again best in its segment. Whenever you turns on the AC you will feel that the engine performance of Maruti Alto is turn down and you have 24 . Maruti Alto is equipped with 796cc. FC engine with 32 Bit ECM. If we talk about the fuel efficiency. The boot space of Maruti Alto is also enough and can accommodate enough luggages.Maruti Alto (Hatchback) Figure : 6 The Maruti Alto has overtaken the Maruti 800 as the most popular car in the Indian Market. Maruti Alto is the best option in the hatchback segment in this price range. yet with the economy and easiness of the Maruti 800. Its engine generates the maximum power of 47 PS 6200rpm and 62 NM torque at 3000rpm which makes it able to touch the mark of 100 km/h in just 20 seconds and break the barrier of 130 km/h. 4 valves per cylinder MPFI.

Remote Fuel Lid Opener while the top end model comes with few more additional features like Power Steering. The car was the first to have all-aluminum engine. If you are a firsttime car buyer and are looking for a respectable. This car was to be the first by Maruti that was designed for the worldwide market. Maruti Alto LX comes with AC. Maruti Zen has gone through significant face-lift from its design to technology. rich upholstery. go for Maruti Alto. A collapsible steering column is another safety feature of the car in all its variants. very effective safety features. electric fuel pump in the fuel tank.The Zen is now called the Zen Estillo. ergonomically crafted seats. suction resonator and a dash panel of sandwich construction. electronic distributor pump. Cup Holders etc Maruti Figure : 7 Zen (Hatchback) Since its launch on the Indian roads in 1993. functional and inexpensive model. Maruti Alto base model. which is Spanish for style.lesser power to drive this car more efficiently. Maruti Suzuki Zen. Protective monologue body. powerful all-aluminum engine makes any kind of drive truly pleasurable experience. Its five-speed ultra-slick gearbox continues to be one of best boxes in an Indian car. Both. Zen is a small car that is having lots of big things with it and gained popularity in hatchback car segment. Fabric Seats. the design and specifications of Zen meets world standards. a clear leader in the premium compact car segment is based on the 1991 Suzuki Cervo Mode (Japan). Maruti Alto is still the best entry level car in hatchback segment. Considering all the pros and cons. The new Zen Estillo has a perfect aerodynamic shape and a unique bean 25 .

shaped body. The Zen with its petrol variants targets the middle class consumer with prices between rupees three lakhs and four lakhs Maruti swift Figure : 8

Maruti Suzuki Swift, which was launched in May 2005, has been a huge hit in India. This compact car was an effort by Maruti to incorporate fresh design and concepts into their models. A car with eye-catching features, it is a delight to watch. Placed in the category of B-segment cars, Swift is appreciated for quality of power, response and fuel efficiency. Some striking features of the car are Dynamic European styling, Rally based suspension system, All-Aluminum hypertech engine and Automatic climate control. The car has great design and equally good interiors. It has a cleansheet design, built on a newly developed platform with three and five-door models on offer. It has adopted contemporary mechanicals. Features like torsion beam rear suspension and electronic brake force distribution have been incorporated. Enough legroom and luggage space is available in the car. The automobile has fabric accented trendy looking door trims. The boot can accommodate plenty of luggages. The long wheelbase and width of the car mean high level of comfort and spaciousness. Various variants of Maruti Suzuki Swift on availability are Swift LXi, Swift VXi, Swift ZXi, Swift Diesel Ldi, Swift Diesel Vdi The car is available in the price tag of Rs. 4 Lakhs to Rs. 5.60 Lakhs. The car is equipped with 1298cc engine with 4 cylinders and 16 valves. The maximum power is 87bhp @ 6000rpm, and maximum torque 113Nm @ 4500rpm. As for fuel distribution, it is Multipoint injection. A range of safety features have been incorporated in Maruti Suzuki Swift. The car is

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available with a number of safety features like collapsible steering column, front seatbelt pre-tensionless with load limiters, and energy absorbing trim all around. Active safety technologies include dual front airbags, and antilock braking system together with electronic brake-force-distribution has been roped in.
Maruti WagonR (Wagon)

Figure :9

The Wagon R is yet another stunning family car from Maruti's stable. Although it comes with a boxy van-like look and posterior, the Wagon R has an exterior that makes everyone stand and notice its presence. The curves and lines of the exterior designing add to the beauty of the vehicle. The Wagon R with its petrol and LPG variants targets the middle class consumer with prices between rupees four lakhs and five lakhs. MARUTI FINANCE To promote its bottom line growth, Maruti Suzuki launched Maruti Finance in January 2002. Prior to the start of this service Maruti Suzuki had started two joint ventures Citicorp Maruti and Maruti Countrywide with Citi Group and GE Countrywide respectively to assist its client in securing loan.] Maruti Suzuki tied up with ABN Amro Bank, HDFC Bank, ICICI Limited, Kotak Mahindra, Standard Chartered Bank, and Sundaram to start this venture including its strategic partners in car finance. Again the company entered into a strategic partnership with SBI in March 2003 Since March 2003, Maruti has sold over 12,000 vehicles through SBI-Maruti Finance. SBI-Maruti Finance is currently available in 166 cities across India.

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"Maruti Finance marks the coming together of the biggest players in the car finance business. They are the benchmarks in quality and efficiency. Combined with Maruti volumes and networked dealerships, this will enable Maruti Finance to offer superior service and competitive rates in the marketplace". Maruti SBI car loan The country¶s largest bank and the largest car maker have joined hands to make affordable car finance available to more and more people across the country. The mega alliance makes car loans available at lower interest rates to a wider section of people, with transparent terms and conditions. It is supported by unmatched combined network of SBI branches and maruti outlets. MARUTI TRUE VALUE Maruti True service offered by Maruti Suzuki to its customers. It is a market place for used Maruti Suzuki Vehicles. One can buy, sell or exchange used Maruti Suzuki vehicles with the help of this service in India. As of 2009 there are 315 Maruti True Value outlets. N2N FLEET MANAGEMENT N2N is the short form of End to End Fleet Management and provides lease and fleet management solution to corporate. Its impressive list of clients who have signed up of this service include Gas Authority of India Ltd, DuPont, Reckitt Benckiser, Sona Steering, Doordarshan, Singer India, National Stock Exchange and Tran world. This fleet management service includes end-to-end solutions across the vehicle's life, which includes Leasing, Maintenance, Convenience services and Remarketing.

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Later the services were extended to other cities of India as well. Bajaj Allianz. But we felt that Maruti should first do something in this regard and hence this initiative of Maruti Driving Schools.MARUTI DRIVING SCHOOL Figure : 10 As part of its corporate social responsibility Maruti Suzuki launched the Maruti Driving School in Delhi. These can be brought down if government. These schools are modelled on international standards. Limited This service started as a benefit or value addition to customers and was able to ramp up easily. Before driving actual vehicles participants are trained on simulators. By December 2005 they were able to sell more than two million insurance policies since its inception. industry and the voluntary sector work together in an integrated manner. 29 ." MARUTI INSURANCE Launched in 2002 Maruti Suzuki provides vehicle insurance to its customers with the help of the National Insurance Company. where learners go through classroom and practical sessions. The service was set up the company with the inception of two subsidiaries Maruti Insurance Distributors Services Pvt. Many international practices like road behaviour and attitudes are also taught in these schools. Ltd and Maruti Insurance Brokers Pvt. New India Assurance and Royal Sundaram. "We are very concerned about mounting deaths on Indian roads.

Whether it is easy finance. fleet management services.Maruti Suzuki is set to provide a single-window solution for all car related needs. Raichur.7 COMPETITOR¶S INFORMATION Tata motor Hyundai India Ford India Fiat IndiaGeneral motors¶ India 1. 30 .2.2. Wagon R. 1. and it is here where Maruti Suzuki shines.8 Infrastructural facilities. exchange. Esteem. Maruti 800. Gadag other nearby areas.2.5 AREA OF OPERATION The area of operation covers entire district of Bellary.ONE STOP SHOP At Maruti Suzuki. It is in the economy segment that the affordability of spares is most competitive. Koppal . insurance. customers will find all car related needs met under one roof. hospet. THE LOW COST MAINTENANCE ADVANTAGE The acquisition cost is unfortunately not the only cost customers face when buying a car. Not so in the case of a Maruti Suzuki. LOWEST COST OF OWNERSHIP The highest satisfaction ratings with regard to cost of ownership among all models are all Maruti Suzuki vehicles: Zen. Alto and Omni 1.

Poornima DESIGNATION CEO HR manager Works manager Supervisor (Service) Customer care manager Customer care executive Tele marketing Departmental study 31 . Manpower strengths of KPF Pvt Ltd NAME Sri Vijayanand Mr. A company is well managed by a team of expert¶s experiences and Professional.The Show room and workshop are centrally air cooled. The facilities that are available at the showroom are air cooled showroom. kavitha Ms. Apart From all other full fledged Workshop which caters the service needs in the rural areas in and around Bellary and neighboring district of Bellary. children¶s park. Kiran kumar Mr. Ragavendra Mr. cafeteria. venkat reddy Mr. customer lounge. television for entertainment. Vinay kumar Ms.

which represent the core of managerial activities.  Swift. The seven S are: Departmental study OF KPF Pvt.There are seven basic dimensions. there was a concerted effort on the part the originators of the model to coin the managerial variables with words beginning with letter S so as to increase the communication power of the model. Ltd 1. Techniques of Order Placement and Supply:  Maruti 800. There is also no waiting period for these cars as they are available off the shelves. Gypsy these are ex-stock available of these models with Maruti Udyog Limited. MARKETING DEPARTMENT IV. Order placement differs for different models of cars. FINANCE DEPARTMENT V. SALES DEPARTMENT III. Swift Dezire and Sx4 are the models that enjoy more demand and thus require a little time after placing the order. Hence. These are the ³levers´ used by executives to influence complex and large organizations. it depends on how much the dealers can pick up and dispose in the market. Obviously.  Maruti. Baleno. the purchase department purchases or places order with MUL for the vehicles. Structure: There are five functional departments of the organizationI. Estilo and Wagon-R models are placed for order depending funds available with the company. An assistant Manager handles this department but GM and CEO are the only authorized to finalize the order placement. Omni. There is a certain quanta finalized by MUL to send these models to various dealers. But Maruti 800 and Omni are intended without any order placement as they enjoy regular demand. PURCHASE DEPARTMENT II. Sales Department: 32 . Esteem. HUMAN RESOURCE DEPARTMENT Purchase Department: In KPF Pvt Limited.

allotment section. Deccan Herald. Personal Selling: KPF Pvt. It also books the vehicles and takes care of the delivery process to the consumer. It also advertises on TV Channels and hoardings put at prominent places for publicity. and Indian Express etc. In short the sales department is the one which handles the consumer right from his entry.Sales department has various sub divisions like the reception or enquiry. Sales Promotion: 33 . Limited markets the company¶s products and services and focuses mainly on getting orders for the company and thus promoting sales. The indoor task force looks after consumers enhancing the showroom whereas outdoor marketing executives go out in the field to market the product and make sales. Limited enjoys both indoor and outdoor marketing executives to promote sales. The various ways of promotion are as follows: Advertising and Publicity: KPF Pvt. pre delivery inspection and delivery department. It provides:     Quotation of Vehicles Information on Models Information of Prices Information of Colors etc. Marketing Department: The marketing department of KPF Pvt. Ltd Limited advertises in almost all leading newspapers and magazines like Ennadu. looking section.

Various demonstrations and test drives are held in the showroom and also outdoors for the customer. employee records. Central and State Government and DGS and Defense. job analysis. This would help the department to improve the employee retention plans. Human Resource Department: Human Resource Department is concerned with providing learning and development opportunities. Finance Department: In Pratham Motors Limited. HRD involves the following activitiesHuman Resource Department builds upon feedback and reinforces mechanism. It keeps:    The Accounts of the customers. 34 . retention plans and exit interviews to know the opinion of the leaving employees and their reasons for quitting the job. attendance. HR policies. making training interventions and planning conducting training programs. increments. thus on expected activities to perform. The accounts of the individual and corporate companies. induction and training programs. Handles the invoicing of the CSD sales. Payment of salaries to staff and maintenance of overheads.   Holding displays in roads safety weeks. employee relations. HR department looks after the recruitment process for the organization. their recruitment. It includes manpower planning. employee transfers. It helps individuals to recognize their potential and help them to contribute their best towards the various organizational goals. incentive schemes. promotions. performance appraisal. the finance department is also known as the system and accounts department. auto expo etc Organizing service camps in different parts of the states in and around the cities.

.1&1 System: 35 .1&2 ACC ASST.1&2 BODY SHOP INCHARGE WASHI MECAHANIC 1.Figure : 12 OVERALL ORGANIZATIONAL STRUCTURE BOARD OF DIRECTORS CHIEF EXECUTIVE MANAGER WORKS MANAGER SALES CHIEF FINANCE OFFICER STORE INCHARGE PDI SERVICE ADVISOR CCM FRONT OFFICER CCE 1 INCHARGE COMP STORE SUPERVISOR SRI EDP CCM ACC.2 TINKER PAINTER HELPER HELPER 1&2 HELPER 1&2 TRUE VALUE MANAGE R TELE MARKETI NG SHOW ROOM EXECUTIVE FIELD EXECUTIV E FIELD EXECUTIVE 1& 6 TRUE VALUE EXE.1 EDPEXE.

E. There are two types of staff at KPF. telephone operator. An assistant manager handles the Purchase Department but only the GM and CEO have the authority to finalize the order placement decisions. Swift DZire. At the lower level there are team leads. KPF Pvt. Under them.(i) Temporary and (ii) Permanent. Alto and Wagon R models are placed for order depending upon the availability of funds with the company. EDP. executives. Among these. Esteem. If they do not perform up to the expectation level even after giving two three months. clerks. Gypsy does not have waiting period as they are available off-the-shelf.Let us take the order placement system of the Purchase Department. Swift DZire is the one with the longest waiting period of 8-12 months. Zen Estilo. And if they are 36 . Newly joined staffs are given a period of six months for testing their performance. At the middle management level. they are given a maximum of two to three months to improve their performance. Every staff undergoes an Induction programmed at the time of joining KPF. Baleno.g. they are terminated. an assistant manager handles each department. Style: GM and CEO are at the top management level. Staff: CEO and Senior General Manager are at the top management level. SX4 and Grand Vitara are the models enjoying more demand and require a waiting period after placing order. Hence it depends on dealers and how much it can pick up and dispose in the market  Swift. Marketing and Sales. Techniques of order placements depend on the model of the car and its waiting period. Limited follows an Authoritarian style of management as only the GM and CEO are authorized to make final decisions. There is a certain quanta finalized by MUL to send these models to various dealers.   Models like Maruti 800 and Omni are indented without any order placement as they enjoy regular demand. They are paid just like permanent staffs but if they do not perform up to the expectation at the end of six months. there are General Managers for HR. technical staffs etc. RTO.  Ex-stock models like Maruti800.

salesperson etc.performing according to the expectation. service. When there was a shortage of water supply at Mangalore workshops. Its salesman sales not only cars but accessories. Skills: The skills of KPF are its effective sales. It is conscious about its environment and utilizes the natural raw materials effectively. It also has an effective customer relationship management system tracking prospective customer and maintaining the relation even after sales. It is one of the most valued assets in KPF. making training interventions and 37 . technicians. Shared Values: KPF has a quality policy of continuous improvement in customer satisfaction and adhering to Quality Management System. It has a wide network of service with towing facility at every nook and corner. manpower planning. Strategy: The strength of KPF lies in its human resources and it has developed some of the best HR practices. Its skills comprises of top management skills of chief GM s and CEOs and middle management skills and operational level skills of clerks. insurance and finance. The HR department organizes Yoga classes for its employees with back problem and other health related issues. It always strives for continuous improvement in quality of their services to customers and keeps the position as the leading dealer of South India. This avoided rust. sound HR practices and quality policy. KPF has its strength in its human resource. It is now giving its importance to Human Resource department and realizes the importance of its human resources. it developed a bore well that could store rainwater and it was more pure and free from soil particles. Its HR department looks after the recruitment process. then they are converted to permanent staffs of KPF. providing learning and development opportunities. dampening and scratches on car body after washing.

This helps in realizing their goal of improving customer satisfaction whether it is sales or service or after sales follow up. CHAPTER : III 38 .conducting training programs.

Strenghts y y y y y y y y y y Established distribution and after sales networks Brand image Experience and know-how in technology Japanese Technology Low maintenance cost of vehicle as parts are easily available every where Bigger name in the market Trust of People. Environmental factors internal to the firm usually can be classified as strengths and weakness. Quality of the service. and those external to the firm can classified as opportunities. Weakness y y y y Lack of experience with the foreign market Inexperience with foreign workforce Heavy import tariffs Lesser diesel models in the market compare to others Opportunity 39 .SWOT analysis A scan of the internal and external environment is an important part of the strategic planning process. Maintain timely delivery of goods and services Highly skilled and competitive workforce. threats.

y y y y y y Increased purchasing power of Indian middleclass category Govt. Bellary is one of the important district of Karnataka. 956220 hectors.e. 40 . Profile of regional scenario Bellary district makes its name from its head quarter town. subsidies Tax benefits Foreign collaboration Attraction Of Youth Already a market leader so great opportunity to be the king of market in every stage of industry Threats y y y Threats from Chinese manufactures India as well as foreign competitors Fuel Prices. which is the 11th largest district in the state. According to statistical department the population of Bellary in 2009-2010 would be above 18 lakhs. which is the seat of district administration. the Bellary district has an area of 19885 sq kms i. According to 2001 census the population of district was 1489255 of the total population 9880961 are living in rural areas while 490971 lives in urban area.

It was a great experience for me KPF PVT. To understand the behavior. HR policies etc.LTD. staff members and various department heads and came to know the real situation. team work. knowledge and functional areas. their internal policies like recruitment policy.LTD is one of the information. satisfaction. training I came to know how the method to attract the customers mainly focuses on customer I also learnt that giving training to the employees that is on the job and off the job training. KPF PVT. safety policy. I got all the experience about all the and their responsibilities. Objectives of the study The primary objective of the the student know the practical theoretical concept in the organization study is to make applicability with respect to the business decisions. culture of the KPF pvt. KPF PVT.LTD dealer in Bangalore. duties. I had interaction with all employees.ltd various policies of the performance and its future During the ten week in-plant company is adopting the various and also to retain customers. departments best organizations. During my that practical situation is entirely different from one for the entire 10 weeks in the is the MARUTHI SUZUKI in-plant training I understood complex in nature and they are situation to another. motors and to know about organization and its strategies. setting the targets and achieving in specified period of time. responsibilities functions in all departments in the organization and helped me providing relevant information. 41 .

Finally I would like to conclude that in this In-plant training provided me a opportunity to understand the varied functions that has been carried in the organization to meet the changing corporate training. CHAPTER : VI PART B 6. after sales service. This helps the manufacturers to predict how 42 .plant training in a company like KPF PVT. The HR department . marketing department and service department were visited .LTD MOTORS PRIVATE LIMITED. The entire environment was very pleasant and I did not feel any kind of difficulty during the whole In ±plant training. which helps employees to communicate very easily and very fast in all the situation and also makes employees face different situations in the corporate world. More importantly I was able to notice during my in-plant training in having uniform. It gives opportunity to study staff and line management.The main purpose of the organization study is to make a student acquainted with the practical knowledge about overall functioning of organization. Uniform for all officers as well as a worker within the organization is same. It was really great experience great doing the in. I also learnt how the company always try to do some innovations to survive in this global market. In the first week I visited some of the department and observed their functions of the KPF PVT. finance department.1 Statement Of The Problem The statement here is to measure the ³customer satisfaction towards after sales and service of maruti suzuki cars´ and we know that knowledge of the customer satisfaction for a product is essential for the manufacturers and dealers of the product in order to get an idea what the customer thinks about the sales process. where I was able to understand the importance of each department and their contribution towards the workers and officers.LTD motors mainly for the achievement of company objectives. employees from every corner of the department including the to management were very cooperative and helped me getting information for the successful of the in-plant training. which highlighted equality among staff. and the product as a whole.

after sales service and product as a whole. and is able to shape their marketing strategies accordingly. glancing over the tasks performed by the employees during the working hours. 1.customers are likely to react to various information environmental cues. The company is interested in having the knowledge of its competitor¶s product¶s customer satisfaction. To suggest measures to improve customer satisfaction. The customer satisfaction here refers to sales process. 6. the research problem selected for the purpose is customer satisfaction study with special focus on maruti suzuki. Ltd. To study the functioning and different departments of KPF Pvt. ‡ ‡ To analyze various customer satisfaction initiatives taken up by KPF Pvt.3 METHODOLOGY The method employed in the project for collection and analysis of the information is the primary sources and secondary sources. Ltd. 6. Thus. PRIMARY SOURCES: By observation the various steps in the work of the dept.2 Objective of The Study ‡ ‡ ‡ To study the automobile industry. 43 . To compare performance of Maruti Suzuki with respect to other brands in the market. the data collected and also.

6.By communicating with employees¶ and officers about their routine jobs. Open ended questions In the present questionnaire includes multiple choice questions. Brochures. Viz. their experience in the company through interview method. Journals and magazines. Dichotomous 3. Better plan their business. the researchers will use the questionnaire 44 . Data collection As a result. SECONDARY SOURCES: From the earlier records of the company. To collect data from the primary sources. a secondary source of data will not be available for the present study. 2. Dichotomous & open ended questions. Multiple choices 2.1 Research Methodology y y y y y y y y y Customer satisfaction research yields information that helps a company.3. Therefore. annual reports. company circulars. Pamphlets. the researchers will require primary data to investigate research questions. the data was collected. marketing and sales activities Safeguard and increase its revenue streams Safeguard and increase its customer base Optimize costs of sales Increase brand value Adjust competitive strategies Safeguard company from competitive actions Speed new product adoption Types Of Questionnaires Structured Questionnaire 1.

the number of non-usable questionnaires is reduced since the personal contacts tend to make respondents more cooperative in completing the questionnaires. Finally. Sampling Technique As the study was based on ³Customer Satisfaction´ I had to collect first hand information from the customers so I chose personal interview method. The customers of MARUTI SUZUKI CARS have filled the questionnaire.3. That means the questionnaire will be distributed among the customers through the researchers¶ friends and relatives. Method Adopted For Communication Method adopted for communication was Direct Communication with the respondents.survey method. respondents play an important role in these types of studies. Second. more accurate responses are obtained because interviewer bias is avoided. who are interviewed from which data was collected through questionnaire. The data collected were through questionnaire. Therefore. The customers are surveyed with the Questionnaires designed for the same. 6. it allows large amounts of information to be obtained at a relatively low cost. where I met customers personally in their house. This method is commonly used in consumer surveys to collect data from primary sources. First.2 Sample Design 45 . office and got the required data first hand. Numerous reasons accounted for the choice of this research method. Sample Description No research work can be undertaken without the co-operation of the respondents.

3. The data has been collected with the help of questionnaire. 46 .6 Data Collection Technique: Questionnaire.The instrument used for acquiring the information is questionnaire.3.4 Limitation Of The Study  Analysis was based on the assumption that all the respondents¶ information is true. close ended. 6. And it has been analyzed and interpreted with the help of tables and graphs along with relevant information.4 Sampling Size : 100 6. Percentage Method for analysis from the raw data are widely used.7 Data Analysis Technique: Simple Average method used to analyze the collected data. It includes following Types of questions: open ended. 6. Tools Used For Data Analysis Statistical Tools: Statistical tools such as tabulation. Software Tools: The software used for the data analysis is Microsoft Excel and Microsoft Word. dichotomous.3 Sampling Unit: Users of Maruti Suzuki Frame: Bellary 6.3. For collecting the necessary data one questionnaire was designed. 6. 6. ranking questions.3.3. The questionnaire method was chosen keeping in mind its simplicity and reliability.5 Sampling Method: Convenient Sampling . construction of charts.

 Respondent provide data from their memory recall.  There wasn¶t 100% response from the customers. business and others.  Sample size is restricted to 50 respondents only. hence being unable to respond  The survey was limited to potential customers of Bellary. CHAPTER VII Analysis. there may only be rough estimates. NO OF RESPONDANTS PERCENTAGE 47 .  There was the problem of communication in this case some willing customers could not understand English. who could not devote time for answering questions. service. Observations And Inferences Table 1: Occupation of the Respondents: A question has been asked to the respondents to find out there occupation like students.

and 54% of respondents were businessman. 2% respondents were student. of Respondents Income 25000-30000 30000-35000 35000-40000 36 44 16 % Respondents 36 44 16 of 48 . of respondents percentage 20 0 Students Employees Business Others Total Interpretation:The analysis shows that 52% of the respondents were Employees.STUDENTS EMPLOYEES BUSINESS OTHERS TOTAL 2 36 54 8 100 2 36 54 8 100 Graph for table 1: 120 100 80 60 40 No. Table 2: Monthly house hold income No. It depicts that Bajaj vehicle has good impact on the Business community.

No.40000&above Total Source: Field Survey Graph for table 2: 120 100 4 50 4 100 80 60 40 20 0 Interpretation: The analysis shows that the household¶s income of the respondents. is 36% of respondents & 30000.35000 is 44% . Car own Maruti 800 Respondents 12 of % Respondents 12 of 49 . which reveals that in the recent time and income of 25000 ± 30000rs. Table 3:Car owned by the respondents. This shows that a majority of middle class and upper class families afford to get MARUTI SUZUKI car for their family.

of Respondents power 10 % of Respondents 10 50 . Table 4: Showing Respondent¶s like about maruti suzuki cars No. 18% purchased Alto.Omni Swift Wagon R Alto A star Ritz other Total Source: Field Survey Graph for table 3: 120 24 30 8 18 0 4 2 100 24 30 8 18 0 4 2 100 100 80 60 40 20 0 No of respondents percentage Interpretation: It has been observed that the majority of the respondents are purchased Omni & swift.

performance Fuel economy interiors Low Maintenance All the above Total Source: Field Survey Graph for table 4: 120 100 80 6 20 14 32 44 100 6 20 14 32 44 100 60 No of res ondents 20 0 Percentage Table 5: showing opinion about the availability is of spares parts for your vehicle 51   40 .

No. Table 6: Are you satisfied with performance of your vehicle? 52 . of Respondents Satisfaction satisfactory Not satisfactory Total Source: Field Survey Graph for table 5: 100 0 100 % of Respondents 100 0 100 120 100 80 60 No of respondents percentage 40 20 0 Satisfactory Not satisfactory Total Interpretation: The study depicts that of the respondents are satisfied with the availability of the spare parts.

Only the 4% of respondents were not satisfied with it.No. of Respondents Satisfaction Yes No Total Source: Field Survey Graph for table 6: 96 4 50 % Respondents 96 4 100 of 120 100 80 ercentage 40 20 0 Category 1 Category 2 Total Interpretation: The table shows that most of respondents were satisfied with the performance of their vehicle. Table 7: How is the maintenance cost of your vehicle 53 ¡ 60 No of res ondents ¢ .

of Respondents Opinion Excellent 22 22 % of Respondents 54 £ 60 No of res o ndents ¤ . 14 82 4 100 % Respondents 14 82 4 100 of Graph for table 7: 120 100 80 ercentage 40 20 0 High Resonable Low Total Interpretation:It is observed from the above table that 82% of respondents said that maintenance cost of their vehicle is reasonable. of Respondents Maintenance High Reasonable Low Total Source: Field Survey.No. Table 8: Showing opinion about the after sales and services provided by KPF Maruti Suzuki No. 14% respondents said it is high and very less respondents say that it is low.

22% have rated Excellent. and 16% have rated as satisfactory. 58% have rated good.Good Satisfactory Not satisfactory Total Source: Field Survey 58 16 4 100 58 16 4 100 Graph for table 8: 120 100 80 60 No of res ondents Percentage 40 20 0 Excellent Good Satisfactory Not satisfactory Total Interpretation: From the above analysis found that. Table 9: Table showing difficulty in locating our service center 55 ¥ . 4% have rated as not satisfaction.

Table 10: Value for money 56 . 72% of the people have rated yes & 28% of the people have rated no.location Yes No Total Source: Field Survey Graph for table 9: 120 No. of Respondents 72 28 100 % of Respondents 72 28 100 100 80 60 No of respondents percentage 40 20 0 Yes No Total Interpretation: Most of the replied that they have difficulty in locating service center.

of Respondents Income Strongly disagree Disagreee Neither agree Nor disagree Agree Strongly agreee Total 4 0 4 92 0 100 % of Respondents 4 0 4 92 0 100 Graph for table 10: 120 100 80 60 Series 1 Series 2 40 20 0 Strongly disagree Disagree Neither agree nor agree Agree strongly agree total Interpretation: From the above analysis found that.No. Table 11.Ltd? 57 . 4% are neither agree nor disagree& 4% respondents are strongly disagree. 92% of respondents are agreed it as value for money. What do you think about the infrastructure in KPF Pvt.

Table 12.No. of Respondents Income Very good Bad Neither bad Nor good Good Excellent Total Source: Field Survey 0 0 2 66 32 100 % of Respondents 0 0 2 66 32 100 Graph for table 11: 120 100 80 60 No of res o ndents 40 ercentage 20 0 Interpretation: From the above analysis. Are you satisfied regarding complaint recognition? have rated © ¨ § ery good ad Neit e r bad Nor good o od Excellent Total 58   ¦ . 66% of respondents have rated it is good& 32% as Excellent.

No. of Respondents Complaint Yes No Total Source: Field Survey 94 6 100 % of Respondents 94 6 100 Graph for table 12: 120 100 80 60 No of res ondents ercentage 40 20 0 Very good Good Average Interpretation: The above given statistics show that 94% of the respondents are satisfied in respect of complaint recognition by the service personnel. Service personnel¶s attitude towards you (greeting. The remaining 6% of the respondents are not satisfied because the service facility didn¶t take personal care to set right the problem in the vehicle faced by the respondents. Seating. Table 13. Selling) 59   .

& 8% have rated average Table 14. of Respondents Attitude Very good good average poor Total Source: Field Survey 18 74 8 0 100 % of Respondents 18 74 8 0 100 Graph for table 13: 120 100 80 60 No of respondents Percentage 40 20 0 Very good Good Average Poor Total Interpretation From the above analysis. 18% have rated very good.No. found that 74% have rated it as good. Décor of the waiting area is pleasing 60 .

40% have rated average.No. 54% of respondents have rated décor of the waiting area is good. 6% have rated very good. 61 . of Respondents Income Very good Good Average Poor Total Source: Field Survey 6 54 40 0 100 % Respondents 6 54 40 0 100 of Graph for table : 14 120 100 80 60 No of respondents percentage 40 20 0 Very good Good Average Poor Total Interpretation: From the above analysis.

. the vehicles have been delivered on time. So most of the customers are quite satisfied with the punctuality of KPF Pvt Ltd.. of Respondents % Respondents of Yes No Total Source: Field Survey 88 12 100 88 12 100 Graph for table 15 120 100 80 60 No of respondents percentage 40 20 0 Yes No Total Interpretation: The study shows that for majority of the customers. 62 . Only a minority of 12% of the respondents replied in negative way.15 Was your vehicle ready for delivery at the promised time after servicing? No.

Overall how do you rate the quality of service? No. service is a must for customers. 18% respondents have rated 63  60 No of res o ndents  . 60% of the respondents have rated the quality of service as good.16. of Respondents Income Very good Good Average poor Total Source: Field Survey 18 60 22 0 100 % Respondents 18 60 22 0 100 of Graph for table 16 120 100 80 e rcentage 40 20 0 very good Good Average Poor Total Interpretation: After sales. 22% of the respondents have rated the quality of service as average. This is provided by the above analysis.

Will you recommend our service center to your friends? No. It means the service provided by the service center is good. of Respondents Recomendations Yes No Total Source: Field Survey 98 2 100 % Respondents 98 2 100 of Graph for table 17 120 100 80 60 No of respondents percentage 40 20 0 Yes No Total Interpretation: The statistics reveals that 98%% of the respondents are satisfied with the service center and are willing to recommend the service center their friends and relative 64 . 17.that as very good and 0% rated as poor.

 The above given statistics show that 94% of the respondents are satisfied in respect of complaint recognition by the service personnel. 18% purchased Alto. 22% have rated Excellent. and 36% of respondents were employees. 14% respondents said it is high and very less respondents say that it is low. Only the 4% of respondents were not satisfied with it. and 54% of respondents were businessman. have rated 65 .Chapter : VI Findings:  From the data interpreted it could be seen that majority of the respondents are business personals such that 54 % of the respondents were business person. is 36% of respondents & 30000. 18% have rated very good. and 16% have rated as satisfactory. 2% respondents were student.  From the above analysis found that. 92% of respondents are agreed it as value for money.  From the above analysis. 4% have rated as not satisfaction. The remaining 6% of the respondents are not satisfied because the service facility didn¶t take personal care to set right the problem in the vehicle faced by the respondents. 58% have rated good.  From the above analysis.  The table shows that most of respondents were satisfied with the performance of their vehicle.35000 is 44% . Only 11% of respondents are not satisfied with it. which reveals that in the recent time and income of 25000 ± 30000rs.  It is observed from the above table that 82% of respondents said that maintenance cost of their vehicle is reasonable. found that 74% have rated it as good. This shows that a majority of middle class and upper class families afford to get MARUTI SUZUKI car for their family.  The analysis shows that 52% of the respondents were Employees. & 8% have rated average. 4% are neither agree nor disagree& 4% respondents are strongly disagree. It depicts that Bajaj vehicle has good impact on the Business community  The analysis shows that the household¶s income of the respondents.  It has been observed that the majority of the respondents are purchased Omni & swift. 2% respondents were student.  The study depicts that major part of the respondents are satisfied with the availability of the spare parts. 66% of respondents have rated it is good& 32% as Excellent.  From the above analysis found that.

 The study shows that for majority of the customers. 40% have rated average. 66 .  After sales. So most of the customers are quite satisfied with the punctuality of KPF Pvt Ltd. It means the service provided by the service center is good. From the above analysis. This is provided by the above analysis. the vehicles have been delivered on time. service is a must for customers.  The statistics reveals that 98%% of the respondents are satisfied with the service center and are willing to recommend the service center their friends and relatives. 22% of the respondents have rated the quality of service as average.. 18% respondents have rated that as very good and 0% rated as poor. 54% of respondents have rated décor of the waiting area is good. 60% of the respondents have rated the quality of service as good. 6% have rated very good. Only a minority of 12% of the respondents replied in negative way.

 Maruti suzuki should come up with vehicle for students which are affordable and trendy.  Maruti suzuki should aim at high quality service. This could lead in attracting more prospective customers like students and business men¶s.  Ford should come up with vehicle with better mileage considering the Indian roads and the poor traffic. 67 .  Managerial decisions should be made considering these aspects.  KPF Should have a better and professional approach towards each customer. such as greeting the customers. should put up service camps around the city of Bellary and around the city to ensure better customer satisfaction. speedy work reliable servicing and sincere attitude to the customer in order to achieve customer satisfaction.  KPF Pvt Ltd.  Research should be done by Maruti suzuki to come up with more car safety and comfort features.Suggestions:  To improve on their service areas.  The customers should be educated about the importance of service there vehicle in a fixed schedule.

68 . This service continues as long as the person drives the car in itsb lifetime. This report gives us brief information of the customer satisfaction regarding with the products & services provided by maruti suzuki & satisfaction level of its customers & also how the co.Conclusion: In order to run a sustainable business in the long run. Many auto manufacturers miss on this point. The customer gets its true values for money through the happy driving experience that comes through a careful and after sales service. is growing in the market with the new products & services. Sales are only the beginning of the process. This study has also helped me to widen my knowledge about automobile products & varies preferences of customers towards the automobile products & services. which can become a major differentiating strategy in the marketing decisions. At the point of sale the customer has only purchased the car not the ³driving experience´. it is important for any automobile manufacturing company to differentiate in the after sales service.

Occupation of the Maruti suzuki car owner a. Hence I. .Questionnaire Dear Sir/Madam. This project is to be submitted to the vishweshrayya technological university (VTU) for the award of Master of Business Administration (MBA). Business [ ] ] b. Questionnaire Name: Gender: male [ Mobile No. Age: 30 -35[ ] 35&above [ ] 20-25[ ] 25-30[ ] 2. Other [ ] ] 69 . I would like introduce myself as a MBA student of new horizon college of engineering. Student [ c. employee [ d. Bangalore and doing a project on the topic Analysis of Customer Satisfaction towards Maruti suzuki stores´. request you to kindly spend few minutes in answering this. ] female [ ] 1.

wagon R [ ] ] b. What do you like about maruti suzuki cars? a. Maruti 800 [ e.000 ± Above [ ] ] f.000 [ d. satisfactory [ ] b. interiors [ ] e. Alto[ g. not satisfactory [ ] 70 . Low [ ] 9. good [ ] c. 35. Are you satisfied with performance of your vehicle? a.3.000 [ c. fuel economy [ ] ] d. satisfactory [ ] d. Monthly house hold income a. Omni [ ] ] c. excellent [ ] b.25000 ± 30. No [ ] 8.000 ± 45. What is your opinion about the availability is of spares parts for your vehicle? a. 50. unsatisfactory [ ] 7. A star[ 5. Reasonable [ ] c. swift [ ] ] d.000 ± 40. performance [ ] c. power [ ] b. What is your opinion about the after sales and services provided by KPF maruti suzuki? a. Which car you own a. Yes [ ] b.40. High [ ] b. other [ ] ] ] ] b. . low maintenance [ ] f. How is the maintenance cost of your vehicle? a. Ritz [ h.000 [ 4. all the above [ 6.

How would you rate Maruti on the following parameter.10. No [ ] 11. Yes [ ] b. Did you have any difficulty in locating our service center? a. Strongly Disagree Neither disagree agree Nor disagree Knowledgeable sales person Employees spent enough time with you: before sales During sales After sales agree Strongly agree Availability of the product Prices are affordable Décor of the waiting area is pleasing Offered a test drive Responds to complaints quickly Service at Maruti service station is excellent 71 .

neither bad nor good [ ] ] e. Selling)? a. No [ ] 16. Will you recommend our service center to your friends? a. Average [ ] ] b. Seating. bad [ ] c. Good [ d. good [ ] ] b. Poor [ ] ] 19. Average [ ] d. very bad [ d. Good [ ] c. a. Are you satisfied regarding complaint recognition? a. Yes [ ] b. excellent [ 13. No [ ] Thank you!! 72 . Was your vehicle ready for delivery at the promised time after servicing? a. Yes [ ] b. Very good [ ] b. Yes [ ] b. Yes [ ] b. No [ ] 15. No [ ] 17. What do you think about the infrastructure in KPF Pvt. Overall how do you rate the quality of service? 18. Very Good [ c. Service personnel¶s attitude towards you (greeting.Ltd? a. At the time of delivery was your vehicle cleaned and polished? a.Value for money 12. Poor [ ] 14.

Google.Com Www.Marutisuzuki.Com ` 73 .BIBLIOGRAPHY WEBSITES:y y y y Www.Com Www.Wikipedia.Com Www.Nic.