SYNOPSIS

On

“Customer satisfaction towards Maruti Suzuki- Swift with reference to Bimal

Auto Agency, Bangalore”

Synopsis submitted in partial fulfillment of the requirements for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION

Of

BANGALORE UNIVERSITY

By

Kishore C

(Register Number: 09201103)

Under the guidance of

Prof. Omprakash

CMR Institute of Management Studies (Autonomous)

C.A. #2, 3rd C cross, 6th ‘A’ Main, HRBR layout
2nd Block, Kalyana Nagar
Bengaluru-560 043
2009-2011
 1. INTRODUCTION TO TOPIC

Customer satisfaction is related to human activity directed at satisfying human wants through the
exchange of goods and services. The essence of organisation is the customer and not the product
shall be the entire business system. It emphasises on customer oriented business.

The topic "customer satisfaction towards Maruti Suzuki Swift" is chosen to study the service
provided by Bimal Auto Agency who are one of the dealers of Maruti Suzuki in the city of
Bangalore. This project deals with how Bimal Auto Agency defines its consumer and uses its
resources in the best way to attract and satisfy their needs and wants competitively and
profitably. Here satisfying customers limited only till the services is provided after the sales, but
they include all the functions necessary to satisfy the customers such as financing, after sales
services etc.

2. PROBLEM STATEMENT

The management has felt the need to conduct through analysis about the existing effectiveness of
after sales service and its impact on the organisation overall sales performance, owing to the dip
in sales due to dissatisfaction among certain group of customers.

3. OBJECTIVES

1. To know the customers perspective towards Maruti Suzuki Swift.

2. To know the Strategies followed by Maruti Suzuki on customer satisfaction.

3. To Study the satisfaction level of customers and its influencers of Maruti Suzuki.

4. To measure the impact of the above analysis on future sales

4. RESEARCH METHODOLOGY

Data source and tools:

(a) Primary Data:

The primary data will be generated through extensive use of a structured questionnaire, which
have both the open end and close-ended questions. They will be conducted in the showroom to
the customers who visit there and the data collected is used for the purpose of analysis and
interpretation.
(b) Secondary Data:

The secondary data is collected through journals, internet and previous survey reports.

5. PLAN OF ANALYSIS

The data collected is used to analyse on how much the customers are satisfied with the Maruti
Suzuki Swift and what attribute they like in the product, how much satisfied they are about the
after sales service of the showroom, etc.,

6. SCOPE OF STUDY

The study will be done to understand the customer Satisfaction and perception about Maruti
Suzuki Swift at Bimal Auto Agency, Bangalore. It also helps to understand Satisfaction levels of
customers of Maruti Suzuki Swift and to suggest on future sales.

7. LIMITATIONS

1. Responses given by the respondents may not be true.

2. Respondents may be careless in responding to the questionnaire.

3. Respondents may be illiterate.

4. Study limits to the geographical area of the showroom.

8. CHAPTER SCHEME

CHAPTER 1 - INTRODUCTION

CHAPTER 2 - RESEARCH DESIGN

CHAPTER 3 - PROFILE

CHAPTER 4 - DATA ANALYSIS AND INTERPRETATION

CHAPTER 5 - SUMMARY OF FINDINGS, CONCLUSION AND SUGGESTIONS