TABLE OF CONTENTS

SERIAL TITLE PAGE

NUMBER NUMBER
1. INTRODUCTION 1–9

2. REVIEW OF LITERATURE 10 – 14

3. COMPANY PROFILE 15 – 25

4. ANANLYSIS INTERPRETATION 26 – 52

5. SUMMARY OF FINDINGS, SUGGESTIONS 53 – 58

& CONCLUTIONS

6. ANNEUXURE – 1 59 – 62
MODEL QUESTIONAIRE

7. ANNEXURE – 2 63 – 64
REFERENCES & WEBSITES
BIBLIOGRAPHY
 LIST OF TABLES
SERIAL CONTENT PAGE
NUMBER NUMBER

4.1 AGE 27

4.2 EDUCATION 28

4.3 OCCUPATION 29

4.4 MONTHLY INCOME 30

4.5 PREFERENCE OF RESPONDENTS TOWARDS MARUTI 31

SUZUKI CARS

4.6 PREFERENCE OF CAR SEGMENT 32

4.7 CAR MODELS UDED BY THE RESPONDENTS 33

4.8 PREFERENCE IN THE CAR MODEL 34

4.9 REASON FOR GIVING FIRST PREFERENCE TO MARUTI 35

SUZUKI CAR

4.10 TIME PERIOD OF RESPONDENTS IN USING 36

4.11 COLOUR PREFERENCE 37

4.12 RATING OF DESIGN IN MARUTI SUZUKI CARS 38

4.13 RATING OF FACILITIES IN MARUTI SUZUKI CARS 39

4.14 RATING OF MILEAGE IN MARUTI SUZUKI CARS 40

4.15 RATING OF PRICING IN MARUTI SUZUKI CARS 41

4.16 RATING OF SERVICE IN MARUTI SUZUKI CARS 42

4.17 PREFERENCE OF RESPONDENTS TOWARDS FUEL 43

4.18 PREFERENCE ON VARIANTS OF THE CAR 44

4.19 COMPETENCE WITH ELECTRIC VEHICLES 45

4.20 SALES EXPERIENCE AT THE SHOWROOM 46

4.21 PREFERENCE IN CAR SERVICE TIME PERIOD 47

4.22 MAINTAINCE COST OF THE CAR 48

4.23 BASIS OF IMPROVISATION 49

4.24 CHOICE OF RESPONDENTS TOWARDS THEIR NEXT CAR 50

4.25 EXPERIENCE WITH MARUTI SUZUKI CARS 51

4.26 RECCOMENDATION OF MARUTI SUZUKI CARS TO 52

OTHERS
 LIST OF CHARTS
SERIAL CONTENT PAGE
NUMBER NUMBER

4.1 AGE 27

4.2 EDUCATION 28

4.3 OCCUPATION 29

4.4 MONTHLY INCOME 30

4.5 PREFERENCE OF RESPONDENTS TOWARDS MARUTI 31

SUZUKI CARS

4.6 PREFERENCE OF CAR SEGMENT 32

4.7 CAR MODELS UDED BY THE RESPONDENTS 33

4.8 PREFERENCE IN THE CAR MODEL 34

4.9 REASON FOR GIVING FIRST PREFERENCE TO MARUTI 35

SUZUKI CAR

4.10 TIME PERIOD OF RESPONDENTS IN USING 36

4.11 COLOUR PREFERENCE 37

4.12 RATING OF DESIGN IN MARUTI SUZUKI CARS 38

4.13 RATING OF FACILITIES IN MARUTI SUZUKI CARS 39

4.14 RATING OF MILEAGE IN MARUTI SUZUKI CARS 40

4.15 RATING OF PRICING IN MARUTI SUZUKI CARS 41

4.16 RATING OF SERVICE IN MARUTI SUZUKI CARS 42

4.17 PREFERENCE OF RESPONDENTS TOWARDS FUEL 43

4.18 PREFERENCE ON VARIANTS OF THE CAR 44

4.19 COMPETENCE WITH ELECTRIC VEHICLES 45

4.20 SALES EXPERIENCE AT THE SHOWROOM 46

4.21 PREFERENCE IN CAR SERVICE TIME PERIOD 47

4.22 MAINTAINCE COST OF THE CAR 48

4.23 BASIS OF IMPROVISATION 49

4.24 CHOICE OF RESPONDENTS TOWARDS THEIR NEXT CAR 50

4.25 EXPERIENCE WITH MARUTI SUZUKI CARS 51

4.26 RECCOMENDATION OF MARUTI SUZUKI CARS TO 52

OTHERS
 CHAPTER 1
INTRODUCTION
CHAPTER 1
INTRODUCTION
INTRODUCTION

Understanding the satisfaction level of the consumers are more important for the marketer to
improve the market as it directly affects a business's success. Satisfied customers are more
likely to become repeat customers and brand ambassadors, while dissatisfied customers can
damage a business's reputation and lead to loss of revenue. By understanding and measuring
customer satisfaction, marketers can identify areas for improvement, develop strategies to
retain customers, and ultimately increase profitability. Customer satisfaction is thus a critical
metric that helps marketers understand the needs and preferences of their customers and
improve the overall customer experience.

CUSTOMER SATISFACTION –
Customer satisfaction is defined as a measurement that determines how happy customers are
with a company's products, services, and capabilities. Customer satisfaction information,
including surveys and ratings, can help a company determine how to best improve or changes
its products and services.

5 reasons customer satisfaction is important

1. Customer loyalty
2. Customer satisfaction measurement
3. Repeat purchases
4. Customer lifetime value
5. New customer acquisition

Benefits Of Customer Satisfaction

1. Customer loyalty
When your customers are satisfied, they believe in the brand and become loyal. These
loyal consumers give brands repeat business and form a major part of the revenue.
Losing customers greatly affects your business revenue and customer churn numbers.
Adobe’s report said loyal consumers spent 67% more than new ones via repeat orders,
upsells, etc. Add to this the positive word of mouth to friends and family from your
loyal customers, which really starts to add up. Prioritize customer success so that
satisfied existing clients feel they can promote the brand to their loved ones for their
great experiences.
 2. Support pillars
Satisfied customers are more likely to stand by in times of crisis; they care for the brand
and want to see it thrive. This has been observed in many cases for big brands, such as
McDonald’s when there are rumours of caterpillars in their foods. They trust the brand
and understand any shortcomings or crises that may befall them.

3. Sales revenue
Brands focussing on customer satisfaction actively have healthy sales revenue. They do
not lose old customers and have a steady revenue stream from repeat business.
Customer satisfaction and increased revenue are directly correlated.
Satisfied consumers stay loyal to your brand, interact with it, buy often, and make
recommendations to their colleagues, friends, and family. Run online customer surveys
to note which areas negatively impact customer satisfaction and need improvement.
This will help improve customer satisfaction and reduce customer churn.

4. Boost brand reputation and popularity for benefits of customer satisfaction

Customer satisfaction impacts brand reputation and popularity. See customer feedback
and figure out which areas could be improved and improve satisfaction. Is it accounts
or customer service? Don’t be afraid to ask your customers; honest feedback will help
manage expectations and act accordingly. Famous brands have dedicated teams and
initiatives for improving customer satisfaction, which helps them achieve high sales
figures.

5. Reduce marketing expenses

Satisfied customers are your biggest advocates. Their positive word-of-mouth lends
your brand credibility and popularity and helps acquire new consumers. This saves
brands a lot of money that they would spend on marketing and promotional campaigns
to acquire new customers.

IMPORTANCE OF CUSTOMER SATISFACTION IN MARUTI SUZUKI CARS -

Satisfaction is important because it means your customer base likes what you are doing.
Research shows that customer satisfaction leads to greater customer retention, higher lifetime
value and a stronger brand reputation.
In the modern times the business organizations are adopting new techniques and methods for
the growth of the business. The organizations are giving better services to their customers to
face challenge posed by the competitors for every business it is not only important to retain the
use regarding the services providing by reputed organization like Maruti Suzuki. With the
increase market study there is a cut through competition among the businessmen in the industry
some of the other major competitors in this field like Hyundai, Tata, Kia. The need for customer
satisfaction is necessary for all business k=large or small. The satisfaction of the customer is
the key factor.
OBJECTIVES OF THE STUDY

• To understand the factors which influence the customers in purchasing Maruti Suzuki
cars.
• To study the overall satisfaction level of the consumer.
• To study the consumer preference of Maruti Suzuki cars over other brands.
• To analyse the promotional activities used by Maruti Suzuki cars to attract consumers.

SCOPE OF THE STUDY

• To study the product features and quality to examine features and satisfaction level with
the quality of the products among consumers .
• To study after sales service to examine satisfaction level of customers with quality of
after sales service like maintenance and repairs.
• To study price and value of the car which attract consumers.
• To study brand image and reputation examine the perceptions of customers about the
brand image and reputation of Maruti Suzuki cars.

NEED OF THE STUDY

• To improve customer experience, provide insights into the needs and preference of
Maruti Suzuki car customers, which can be used to improve their experience with the
brand.
• To increase customer loyalty the factors that drive customer satisfaction, Maruti Suzuki
can take measures to enhance customer loyalty and retention.
• To identify areas for improvement it can help Maruti Suzuki to identify areas where
their products and services need improvement, such as product features, after-sales
services, pricing, and customer service.

RESEARCH METHODOLOGY
RESEARCH

Research is careful and detailed study into a specific problem, concern or issue using the
scientific method The objective of this course to pay attention to the most important dimension
of research i.e., Research Methodology It will enable the researchers to develop the most
appropriate methodology for this research studies Research can be about anything to begin
researching something ; you have a problem ,concern ,or issue that has turned into a question
.These can come from observing the world ,prior research ,professional literature etc.,
RESEARCH DESIGN

A detailed outline of how an investigation will take place. A research design will typically
include how data is to be collected what instruments will be employed how the instruments
will be used and the intended means for analyzing the data collection The primary objective of
the study is to study the satisfaction level of the consumers on Maruti Suzuki cars Hence it is
Descriptive in nature The purpose of descriptive research is the exploration and description of
phenomena in real life situations. This approach is used to
generate new knowledge about concept or topic about which limited or no research has been
conducted. Through descriptive research, concepts are described and relationships are
identified that provides the basis for further quantitative research and theory testing.

SOURCES OF DATA

The study is based on both primary data & secondary data. The primary data has been collected
by using a questionnaire and the secondary data has been collected from magazines and the
internet.

Sample selected for the study

A total of 100 respondents from Chennai city were selected for the study. Convenience
sampling and snowball sampling method has been followed for collecting the response from
the respondents.

Area of the study

The study area is limited to Chennai city, Tamil Nadu. It is identified as one of the fast-
developing cities in India with high per capita income.

TOOLS FOR ANALYSIS

• PERCENTAGE ANALYSIS
The percentage method was extensively used for analysis and interpretation. It can be
generally calculated as follows:

Number of respondents favourable

___________________________ X 100
Total number of respondents
LIMITATION OF THE STUDY

• The researcher has limited his sample size up to 100 respondents where it does not
replace the entire population.
• The data has been collected from the people who have Maruti Suzuki cars.
• The outcome would have been better if the sample size would have increased.
• The opinion of the respondents may vary in future based on various factors like age,
the product and preference of the consumers and etc.
• The study is limited up to 2 – 3 years and after that EV would change the taste of
consumers towards cars, where the study becomes obsolete in nature.
• The study was conducted within the geographical boundary of Chennai.
 CHAPTER – 2
LITERATURE REVIEW
LITERATURE REVIEW

Akhila, M., & Thayyullathil, A. (2015) In this study it is observed that Customers are the
end beneficiary of all retail activities. No matter what type of cars the customers use, it has
to satisfy the them.

Lata, H., & Singh, A. (2017) It suggest that customer satisfaction is the most important
element for the companies to remain competitive and grow in the market.

NANDHINI, A. (2019) Found that marketing is more than any other business functions it
deals with Creating Consumer value and satisfaction of the heart of modern marketing
thinking and practice. Maruti Suzuki companies have recognized that the new global
economy has changed things forever. Increased competition, crowded markets with little
product differentiation.

RAMKUMAR, S., & Saravanan, R. Companies today are becoming customer centric &
highly focusing on satisfying their customers as they realized that in present cut throat
competition, satisfying & delighting the customers is very crucial.

Julka, D. T., Subodh, S. J., & Lamba, A. S. (2014) The findings suggest that Maruti
Suzuki India has been constantly implementing many innovations in supply chain and
logistics management which have given them many positive results in terms of
enhancement of operational efficiencies, cost reductions and attaining customer
satisfaction.

K Ramya - SELP Journal of Social Science, 2018 The research has described the
conceptual model which depicts the importance and intervention of the customer
perception in the purchase-decision making process of the customers. The three factors
Satisfaction drivers Customer Perception and Customer Intention.

Saravanan, J., & Devamaindhan, B. (2017) It describes that millions of indians have faith
in Maruti suzuki cars and behind Maruti Suzuki to make the belief true a team of over
12500 dedicated and passionate professionals turned out 14 cars with over 150 variants
Maruti Suzuki touched over 1454 cities and towns in service network and over 1907 cities
in sales network.

Chopra, G. (2018) This research was conducted with the aim to compare the consumer
preference towards passenger cars of Maruti Suzuki and Hyundai Motors the brands were
compared on five attributes namely, colour, interior, price, after sales service and re sale
value the preferences of the customers varied on factors like resale value and price. The
key recommendation of the research is about adopting innovative techniques by both these
brands to distinguish themselves in the market and establish higher brand equity.

Jaganathan, A., & Palanichamy, K. (2018) To know the buyer behavior towards small
cars, analyze the variables that affect the buyer behavior towards small cars particularly the
small cars manufactured by the Maruti Suzuki India Limited in the Nilgiris district of Tamil
Nadu.

Selaiyur, C., & Nadu, this research is to describe the consumer’s perception towards
Maruti Suzuki cars Manufacturing, sales and services of automobiles are the elements of
industrial economies.

Dhanabalan, T., Subha, K., Shanthi, R., & Sathish, A. (2018) This research describes
the factors influencing consumers car purchasing decision in India results in a temporary
influence and others are long lasting. With this backdrop the present paper made an attempt
to assess the factors that mostly influence the customers buying decision of the cars.

Sachan, A. P. S., Valbani, T., Wadhwani, M., Pandey, A., & Jain, R. (2020) Describes
that income level of the people makes them to purchase of cars, customers demand other
things like safety and security inside spacing should be more improvement in design

Ramita Verma and Shubhkamana Rathore investigated India's luxury car market.
According to research and studies, the luxury car market in India is rising at a steady rate
of 25% per year, with an increasing number of luxury vehicles entering the market. HNIs
prefer luxury automobiles (High Net worth Individuals). For a variety of reasons, HNI
wishes to stand out from the crowd. The abrupt acceleration in the Luxury car market in
India can be attributed to a shift in consumer attitudes, as the focus has changed from price
considerations and affordability to design, quality, and enjoyment.

Prasanna Mohan Raj investigated the factors that influence consumers' brand preferences
for SUVs and MUVs in the economy segment. Direct interaction and a customer intercept
survey using a questionnaire were used to gather data. Factor analysis was used to identify
factors affecting customer preference and descriptive analysis was used to translate data
into an understandable format. According to the results of the study, a brand's choice can
be explained by six factors: product reliability, monetary factor, fashionable appeal,
frequency of non-price promotions offered, trustworthiness, and customer feeling or
association with the brand. Marketers must take them into consideration.
 Mahindra & Mahindra has invested Rs 650 crore in its most ambitious vehicle project
till date – the XUV500. It has invested the same amount to build an ambitious R&D centre
– Mahindra Research Valley (MRV), located in a 126-acre plot, bigger than its Nashik,
Maharashtra plant, and designed by renowned architect Charles Correa. It’s a big move by
M&M to further strengthen its position in the domestic market and expand its presence
overseas.

Chidambaram K, Rajan A.S and Mino A. (2018) conducted a study on brand preference
of passenger cars with reference to Coimbatore City in Tamil Nādu and concluded that
most of the respondents in Coimbatore City are aware of many popular brands of passenger
cars. The customers give more importance to fuel efficiency than other factors. They
believe that the brand name tells them something about product quality, utility, technology
and the like.

A study by Yogyata Datta (2016) attempted to analyse Automobile Industry from the
various aspects such as evolution and emergence of an Automobile Industry, used car
segments and auto finance. The study analysed the viability of car manufactures entering
the Indian market and their investment in India.

Jaganathan, A., & Palanichamy, K. (2018) attempted to analyse the car manufacturers, a
quantitative estimate of level of satisfaction being perceived by the customers e price, fuel
efficiency, maintenance, after-sale services and overall product features of the small cars
are seen.

Conclusion

The above chapter talks about the studies done on almost similar to the topic taken by the
researcher, above studies gave some new aspects about the topic. Studies have given statistics
and facts about their data collected and hence gives a good justification to their findings.
 CHAPTER 3
COMPANY PROFILE
AUTOMOBILE INDUSTRY IN INDIA
In the fast-moving world with the biggest countries with huge economies India has managed
to be the eleventh in the world for annual production of 2 million units approximately. This
sector in India is growing at a very fast rate and it has crossed China in terms of selling the
Units. In the matter of population India is the second largest country in the world with a
population of 1.1 billion. In this respect it is just next to China. But it has a very small land
mass as compared to China. India has become an attraction for car manufacturers around the
Globe as a graph of its ownership of cars i.e. 7 per 1000 people. Automobile industry in India
comprises 13 million direct and indirect employees. It contributes 3.1% of India’s GDP
(nominal) and the valuation of the industry is about US$34 billion. India has Fourth largest
commercial vehicle market, Eleventh largest passenger car market, fifth largest bus & truck
market (by volume) around the globe.
With this growing pace India by 2016 is expected to be the seventh largest automobile market
and by 2030 world’s 3rd largest behind US & China. Late 1890s is the time when
Automobiles were introduced in India but it came into existence only after the independence
in 1947. Until 1980’s Hindustan Motors and some small manufacturers Premier Automobiles,
Tata Motors, Bajaj Auto, Ashok and Standard Motors held an oligopoly till the time when
Maruti Udyog Suzuki came into existence after the death of the great Indian politician Sanjay
Gandhi who championed the need for a "people's car". It quickly gained over 50% of the
market share. The Maruti 800 became popular because of its low price, high fuel efficiency,
reliability and modern features relative to its competition at the time.
From the decades in the Indian automotive industry there were only few vehicle models but
then also there is a good lead time to get a car after the booking. So with the changing
economy, competition, and urge to grow big we are here with more than 100 Models and
every month with a new model to offer. Keeping in mind the comfort of the people and
theirchoice the models are prepared. Performance of vehicles is increasing day by day, its fuel
efficiency and reliability has no match with others around the globe
 ABOUT MARUTI SUZU

Maruti Suzuki India Limited, formerly known as Maruti Udyog Limited, is an Indian
automobile manufacturer, based in New Delhi. It was founded in 1981 and owned by the
Government of India until 2003, when it was sold to the Japanese automaker Suzuki Motor
Corporation. As of September 2022, Maruti Suzuki has a market share of 42 percent in the
Indian passenger car market. Maruti Udyog Limited was founded by the Government of India
on 24 Jan 1981 with Suzuki Motor Corporation as a minor partner, only to become the formal
JV partner and license holder of Suzuki in August 2021. The first manufacturing factory of
Maruti was established in Gurugram, Haryana, in the same year.
Maruti Suzuki is one of the most well-known automobile manufacturers in India. The company
was established in 1981 as a joint venture between Suzuki Motor Corporation of Japan and
Maruti Udyog Limited, which is a government-owned company. Over the years, Maruti Suzuki
has established itself as a leader in the Indian automobile industry, known for producing
affordable and reliable cars. The company's range of cars includes hatchbacks, sedans, SUVs,
and multi-purpose vehicles. Some of its most popular models include the Maruti Swift, Alto,
Dzire, Baleno, and Vitara Brezza. Maruti Suzuki has a strong focus on research and
development and has invested heavily in developing new and innovative technologies. The
company has several state-of-the-art facilities across India, equipped with the latest technology
and equipment for designing, developing, and manufacturing high-quality cars. Maruti Suzuki
has also made significant investments in eco-friendly technologies, such as CNG, hybrid, and
electric vehicles. The company has launched several hybrid and electric vehicles in India,
including the Maruti Suzuki Ciaz and the Maruti Suzuki Swift. In addition to its manufacturing
capabilities, Maruti Suzuki has a strong network of dealerships and service centers across India.
This ensures that customers have easy access to sales and after-sales services. The company
has also expanded its operations to several international markets, including Asia, Africa, and
Europe. One of the factors that has contributed to Maruti Suzuki's success is its commitment
to quality. The company has a rigorous quality control process in place, which ensures that
every car produced meets the highest standards. Maruti Suzuki has also been at the forefront
of introducing advanced safety features in its cars. This has helped the company build a strong
reputation for producing safe and reliable cars. another key factor that has contributed to Maruti
Suzuki's success is its customer-centric approach. The company has a strong focus on
understanding customer needs and providing them with high-quality products and services.
Maruti Suzuki has invested heavily in customer service, and its dealerships and service centres
are known for providing prompt and efficient support to customers. Maruti Suzuki has received
numerous awards and recognition for its commitment to quality, innovation, and customer
satisfaction. In 2020, the company was ranked first in the J.D. Power 2020 India Customer
Service Index (CSI) Study. This is the fourth consecutive year that Maruti Suzuki has received
this award. The company has also been recognized for its efforts in the area of corporate social
responsibility. In 2020, Maruti Suzuki was awarded the "Golden Peacock Award for Corporate
Social Responsibility." Maruti Suzuki has also been proactive in responding to the COVID-19
pandemic. The company has taken several measures to support its employees, customers, and
communities. These include setting up COVID-19 care centres, providing financial assistance
to dealerships, and manufacturing and distributing face shields, masks, and other protective
equipment. In conclusion, Maruti Suzuki is one of the most well-respected and successful
automobile manufacturers in India. The company's focus on quality, innovation, and customer
satisfaction has helped it build a loyal customer base and establish itself as a leader in the Indian
automobile industry. With its strong manufacturing capabilities, advanced technologies, and
customer-centric approach, Maruti Suzuki is well-positioned to continue its growth and success
in the years ahead.

JOINT VENTURE

Relationship between the Government of India, under the United Front (India) coalition and
Suzuki Motor Corporation over the joint venture was a point of heated debate in the Indian
media until Suzuki Motor Corporation gained the controlling stake. This highly profitable joint
venture that had a near monopolistic trade in the Indian automobile market and the nature of
the partnership built up till then was the underlying reason for most issues. The success of the
joint venture led Suzuki to increase its equity from 26% to 40% in 1987, and to 50% in 1992,
and further to 56.21% as of 2013. In 1982, both the venture partners entered into an agreement
to nominate their candidate for the post of Managing Director and every Managing Director
would have a tenure of five years
MARUTI SUZUKI ACHIEVEMENTS

Maruti Suzuki received gold recognition at LACP 2020/21 Global Vision Awards for its Annual
Integrated Report. MSIL became the highest-ranking automobile company in the world this
year. Maruti Suzuki has bagged gold recognition at the prestigious LACP 2020/21 Vision
Awards for its Annual Integrated Report.
MARUTI SUZUKI AND TOYOTA PARTNERSHIP

Toyota Motor Corporation (Toyota) and Suzuki Motor Corporation (Suzuki) signed a
memorandum of understanding for a business alliance in 2017. Since then, the two companies
have been bringing together Toyota's strength in electrification technologies and Suzuki's
strength in technologies for compact vehicles for joint collaboration in production and in the
widespread popularization of electrified vehicles. Toyota and Suzuki are promoting mutual
supply of vehicles globally, which is one of the collaborations in the business partnership, and
the two companies will now start production of a new SUV model developed by Suzuki at
Toyota Kirloskar Motor Pvt. Ltd. (TKM) from August. Maruti Suzuki India Limited and TKM
will market the new model in India as Suzuki and Toyota models, respectively. Furthermore,
the two companies are planning to export the new model to markets outside India including
Africa. The powertrains of the new model to be on sale in India, will be equipped with mild
hybrid developed by Suzuki and strong hybrid developed by Toyota. By bringing together
strengths of both Toyota and Suzuki through the collaboration, the two companies will be able
to provide a wide variety of vehicle electrification technologies to customers and contribute to
the acceleration of electrification and the realization of a carbon-neutral society in India.
Including investment in expansion of collaboration in India, Toyota and Suzuki will remain
committed to the achievement of the "Make in India" initiative promoted by the Indian
government, and contribute to sustainable economic growth and to the vision of achieving net
zero GHG emissions by 2070. Toyota President Akio Toyoda said: "We are pleased to
announce the new SUV with Suzuki, a company that has a long history of local involvement
in the Indian business. Today, the automotive industry is facing various challenges such as
electrification and carbon neutrality. By leveraging the respective strengths of Toyota and
Suzuki to provide Indian customers with a variety of options, we hope to contribute to the
reduction of CO2 emissions and realize a society where 'no-one is left behind' and 'everyone
can move freely.'" Suzuki President Toshihiro Suzuki said: "Production of the new SUV at
TKM is a project that can contribute to the growth of India through providing eco-friendly
mobility needed by customers. We recognize that it is a big milestone toward further deepening
our collaboration in the future. We appreciate the support from Toyota, and at the same time,
will explore new synergy and business opportunities through continuous collaboration."

MARUTI SUZUKI EQUITY

Suzuki Motor Corporation owns equity of 56.2%. The Company’s shares are traded on the
National Stock Exchange (NSE) and the Bombay Stock Exchange (BSE).
FUTURE PLANS OF MARUTI SUZUKI CARS

Electric Vehicles: Maruti Suzuki plans to launch its first electric vehicle in India in 2025. The
company has also partnered with Toyota to develop electric vehicles and charging
infrastructure in India.
Hybrid Vehicles: Maruti Suzuki has already launched a few hybrid models in India and plans
to continue expanding its hybrid vehicle portfolio.
Alternate Fuel Vehicles: Maruti Suzuki is also exploring alternate fuel options such as CNG,
LPG, and biofuels.
Digitalization: The company is investing in digitalization and technology to improve its
production efficiency, supply chain management, and customer experience.
Autonomous Vehicles: Maruti Suzuki is also conducting research and development in
autonomous driving technology and plans to introduce self-driving vehicles in the future.
Therefore, Maruti Suzuki's future plans seem to revolve around sustainability, technology, and
digitalization. These initiatives align with the growing demand for more sustainable and tech-
savvy vehicles in the market.
 SWOT ANALYSIS OF MARUTI SUZUKI CARS

STRENGTH • MARUTI SUZUKI IS THE

LARGEST PASSENGER CAR
COMPANY IN INDIA,
ACCOUNTING FOR AROUND
45% OF MARKET SHARE.
• GOOD ADVERTISING,
PRODUCT PORTFOLIO, SELF –
COMPETING BRANDS &
LARGEST DISTRIBUTION
NETWORK.
WEAKNESSES • INABILITY TO PENETRATE
INTO THE INTERNATIONAL
MARKET.
• EMPLOYEE MANAGEMENT,
STRIKES, WORKER WAGE,
PROBLEMS HAVE AFFECTED
MARUTI SUZUKI S BRAND
IMAGE IN PAST.
OPPORTUNITIES • DEVELOPING HYBRID CARS
AND FUEL-EFFICIENT CARS
FOR FUTURE.
• MARUTI SUZUKI CAN TARGET
EMERGING MARKETS ACROSS
THE WORLD AND BUILD A
GLOBAL BRAND.
THREATS • GOVERNMENT POLICIES FOR
THE AUTOMOBILE SECTORS.
• INTENSE COMPETITION FROM
SMALL PLAYERS CAN RESULT
IN DECLINE IN MARKET
SHARE.
BEST CARS OF MARUTI SUZUKI

MARUTI SUZUKI SWIFT

The Maruti Suzuki Swift is one of the most popular hatchback cars in India. The car was
first launched in 2005 and has since undergone several upgrades and facelifts. The Swift is
known for its stylish design, excellent performance, and fuel efficiency.

MARUTI SUZUKI BALENO

The Maruti Suzuki Baleno is a premium hatchback car offered by Maruti Suzuki. The car
was launched in 2015 and has since become one of the best-selling cars in its segment. The
Baleno is known for its stylish design, spacious interior, and fuel efficiency. The Baleno
has won several awards for its design and performance, including the prestigious Indian
Car of the Year (ICOTY) award in 2016. It is a highly popular car in the Indian market and
is a preferred choice for buyers looking for a premium hatchback car.

MARUTI SUZUKI ERTIGA

The Maruti Suzuki Ertiga is a popular multi-purpose vehicle (MPV) offered by Maruti
Suzuki. The car was first launched in 2012 and has undergone several upgrades and facelifts
since then. The Ertiga is known for its spacious and comfortable interior, excellent
performance, and fuel efficiency. The car has a flexible seating arrangement, with the
option of 7-seater or 6-seater configurations
MARUTI SUZUKI BREZZA

The Maruti Suzuki Vitara Brezza is a subcompact SUV offered by Maruti Suzuki. The car
was first launched in 2016 and has since become one of the best-selling cars in its segment.
The Vitara Brezza is known for its stylish design, spacious interior, and excellent
performance. The Vitara Brezza has won several awards for its design and performance,
including the prestigious Indian Car of the Year (ICOTY) award in 2017. It is a highly
popular car in the Indian market and is a preferred choice for buyers looking for a
subcompact SUV with excellent performance and features.

MARUTI SUZUKI WAGON R

The Maruti Suzuki WagonR is a popular hatchback car offered by Maruti Suzuki. The car was
first launched in 1999 and has since undergone several upgrades and facelifts. The WagonR is
known for its spacious and practical design, excellent performance, and fuel efficiency. The
WagonR has won several awards for its design and performance, including the prestigious
Indian Car of the Year (ICOTY) award in 2019. It is a highly popular car in the Indian market
and is a preferred choice for buyers looking for a practical and efficient hatchback car.
 CHAPTER 5
DATA ANALYSIS
&
INTERPRETATION
 DATA ANALYSIS

TABLE SHOWING AGE OF THE RESPONDENTS

TABLE 4.1

RATING NO OF PERCENTAGE %
PARAMETER RESPONDENTS
18 – 30 YEARS 66 66
30 – 40 YEARS 12 12
40 – 50 YEARS 14 14
50 – 60 YEARS 8 8
TOTAL 100 100

CHART 4.1

INTERPRETATION - From the above table it is inferred that out of 100 respondents,
majority of the respondents belong to the age group of 18-30 years and minority of the
respondents belongs to the age group of above 50.
 TABLE SHOWING EDUCATION OF THE RESPONDENTS

TABLE 4.2

RATING NO OF PERCENTAGE %
PARAMETER RESPONDENTS
SCHOOL LEVEL 5 5
GRADUATE 73 73
POST GRADUATE 9 9
PROFESSIONAL 13 13
TOTAL 100 100

CHART 4.2

INTERPRETATION - From this table it is seen that 73 % of the respondents are graduate
who own Maruti Suzuki cars.
 TABLE SHOWING OCCUPATION OF THE RESPONDENTS

TABLE 4.3

RATING NO OF PERCENTAGE %
PARAMETER RESPONDENTS
STUDENT 11 11
SELF EMPLOYED / 45 45
BUSINESS
PROFESSIONAL 31 31
EMPLOYEEE 10 10
HOME MAKER 3 3
TOTAL 100 100

CHART 4.3

INTERPRETATION – FROM THE ABOVE CHART IT IS SEEN THAT 45 %

MAJORITY OF THE RESPONDENTS ARE SELF EMPLOYED OR BUSINESS
PERSONS.
 TABLE SHOWING MONTHLY INCOME OF THE RESPONDENTS

TABLE 4.4

RATING NO OF PERCENTAGE %
PARAMETER RESPONDENTS
LESS THAN 20000 13 13
20000 - 50000 21 21
50000 – 80000 42 42
ABOVE 80000 24 24
TOTAL 100 100

CHART 4.4

INTERPRETATION – From the above chart it is seen that majorly 42% of the
respondents earn monthly in between of 50000 – 80000.
TABLE SHOWING PREFERNECE OF RESPONDENTS TOWARDS MARUTI
SUZUKI CARS

TABLE 4.5

RATING NO OF PERCENTAGE %
PARAMETER RESPONDENTS
YES 90 90
NO 10 10
TOTAL 100 100

CHART 4.5

INTERPRETATION – From the above table it is inferred that 90 % of respondents prefer

Maruti Suzuki Cars

TABLE SHOWING PREFERNECE OF CAR SEGMENT

 TABLE 4.6

RATING NO OF PERCENTAGE %
PARAMETER RESPONDENTS
HATCHBACK 20 20
SEDAN 40 40
MUV 8 8
COMPACT SUV 32 32
TOTAL 100 100

CHART 4.6

INTERPRETATION - The sample drawn on a probability basis shows that 40% of the
respondents prefer Sedan, 32% of the respondents prefer Compact Suv, 20% of the
respondents prefer hatchback, 8% of the respondents prefer Muv cars.
 TABLE SHOWING CAR MODEL OF THE RESPONDENTS

TABLE 4.7

RATING NO OF PERCENTAGE %
PARAMETER RESPONDENTS
ALTO 3 3
SWIFT 26 26
BALENO 26 26
BREZZA 15 15
ERTIGA 10 10
OTHERS 20 20
TOTAL 100 100

CHART 4.7

INTERPRETATION – From the above table its seen that both baleno and swift has major
stand in Maruti Suzuki cars than other cars
 TABLE SHOWING WHAT RESPONDENTS LIKE ABOUT THEIR CAR

TABLE 4.8

RATING NO OF PERCENTAGE %
PARAMETER RESPONDENTS
FEATURES 31 31
POWER 13 13
MILEAGE 43 43
DESIGN 13 13
TOTAL 100 100

CHART 4.8

INTERPRETATION - In this figure its shown that Mileage is the main thing customers
see in their car while purchasing and then the features it provides.
 TABLE SHOWING WHY RESPONDENTS GIVE FIRST PREFERENCE TO
MARUTI SUZUKI CARS

TABLE 4.9

RATING NO OF PERCENTAGE %
PARAMETER RESPONDENTS
BRAND TRUST 62 30.09
QUALITY SERVICE 36 17.47
PRICE 35 16.99
DESIGN 25 12.13
GOOD MILEAGE 48 23.30
TOTAL 206 100

CHART 4.9

INTERPRETATION – From this data we can see that why customers give their first
preference to Maruti Suzuki as it is known for his Brand Trust than other companies
 TABLE SHOWING TIME PERIOD OF THE RESPONDENTS USING MARUTI
SUZUKI CARS

TABLE 4.10

RATING NO OF PERCENTAGE %
PARAMETER RESPONDENTS
1-5 YEARS 54 54
6-10 YEARS 25 25
MORE THAN 10 21 21
YEARS
TOTAL 100 100

CHART 4.10

INTERPRETATION – In this table it is shown that majorly from last 5 years customers
are moving towards to Maruti Suzuki cars.
 TABLE SHOWING COLOUR PREFERENCE OF THE RESPONDENTS

TABLE 4.11

RATING NO OF PERCENTAGE %
PARAMETER RESPONDENTS
WHITE 7 7
RED 18 18
GREY 29 29
BEIGE 7 7
BLUE 24 24
SILVER 15 15
TOTAL 100 100

CHART 4.11

INTERPRETATION - In this table it is shown that out of 100 consumers 29 % of the

customers prefer grey colour , 24 % of the customers blue colour , 18 % customers prefer
red colour , 15 % customers prefer silver colour , 7% customers prefer white and other 7%
prefer beige colour.
TABLE SHOWING RATING OF DESIGN & STYLE IN MARUTI SUZUKI CARS

TABLE 4.12

RATING NO OF PERCENTAGE %
PARAMETER RESPONDENTS
HIGHLY 34 31.48
SATISFIED
SATISFIED 27 25
NEUTRAL 21 19.44
DISSATISFIED 12 11.11
HIGHLY 14 12.96
DISSATISFIED
TOTAL 108 100

CHART 4.12

INTERPRETATION – From the above table its seen 32% CUSTOMERS ARE HIGHLY
SATISFIED WITH DESIGN & STYLE OF MARUTI SUZUKI CARS.
 TABLE SHOWING RATING OF FACILITIES IN MARUTI SUZUKI CARS

TABLE 4.13

RATING NO OF PERCENTAGE %
PARAMETER RESPONDENTS
HIGHLY 23 21.49
SATISFIED
SATISFIED 32 29.90
NEUTRAL 28 26.16
DISSATISFIED 14 13.08
HIGHLY 10 9.34
DISSATISFIED
TOTAL 107 100

CHART 4.13

INTERPRETATION - Fom the above table its seen 21% CUSTOMERS ARE HIGHLY
SATISFIED WITH FACILITIES OF MARUTI SUZUKI CARS.
 TABLE SHOWING RATING OF MILEAGE IN MARUTI SUZUKI CARS

TABLE 4.14

RATING NO OF PERCENTAGE %
PARAMETER RESPONDENTS
HIGHLY 46 42.20
SATISFIED

SATISFIED 27 24.75
NEUTRAL 22 20.18
DISSATISFIED 5 4.80
HIGHLY 9 8.14
DISSATISFIED
TOTAL 109 100

CHART 4.14

INTERPRETATION - From the above table its seen 42.2% CUSTOMERS ARE
HIGHLY SATISFIED WITH MILEAGE OF MARUTI SUZUKI CARS.
 TABLE SHOWING RATING OF PRICING IN MARUTI SUZUKI CARS

TABLE 4.15

RATING NO OF PERCENTAGE %
PARAMETER RESPONDENTS
HIGHLY SATISFIED 31
28.44
SATISFIED 42 38.53
NEUTRAL 20 18.34
DISSATISFIED 10 9.17
HIGHLY 6 5.5
DISSATISFIED
TOTAL 109 100

CHART 4.15

INTERPRETATION - From the above table its seen 28.44% CUSTOMERS ARE
HIGHLY SATISFIED WITH PRICING OF MARUTI SUZUKI CARS.
 TABLE SHOWING RATING OF SERVICE IN MARUTI SUZUKI CARS

TABLE 4.16

RATING NO OF PERCENTAGE %
PARAMETER RESPONDENTS
HIGHLY 27
SATISFIED 25
SATISFIED 40 37.03
NEUTRAL 21 19.44
DISSATISFIED 5 4.62
HIGHLY 15 13.88
DISSATISFIED
TOTAL 108 100

CHART 4.16

INTERPRETATION - From the above table its seen 25% CUSTOMERS ARE HIGHLY
SATISFIED WITH SERVICE OF MARUTI SUZUKI CARS
 TABLE SHOWING PREFERENCE OF RESPONDENTS TOWARDS KIND OF
FUEL

TABLE 4.17

RATING NO OF PERCENTAGE %
PARAMETER RESPONDENTS
PETROL 73 73
DIESEL 15 15
CNG 2 2
HYBRID 10 10
TOTAL 100 100

CHART 4.17

INTERPRETATION –In this table it is shown that 73% of customers prefer petrol cars
as it is most efficient than others , 15% prefer diesel , 10% prefer hybrid and only 2% prefer
cng
TABLE SHOWING PREFERENCE OF RESPONDENTS ON THE VARIANT OF
THE CAR

TABLE 4.18

RATING NO OF PERCENTAGE %
PARAMETER RESPONDENTS
BASE 6 6
MID 48 48
TOP 46 46
TOTAL 100 100

CHART 4.18

INTERPRETATION - In this table it is shown that what variant of the car customers
prefer as we can see 48 % of customers prefer Mid variant as it almost has all features as
to top variant.
TABLE SHOWING PREDICTION OF RESPONDENTS ON MARUTI SUZUKI
COMPETENCE WITH OTHER ELECTRIC CAR BRANDS IN FUTURE

TABLE 4.19

RATING NO OF PERCENTAGE %
PARAMETER RESPONDENTS
YES 78 78
NO 22 22
TOTAL 100 100

CHART 4.19

INTERPRETATION – In this table it is shown that 78 % customers predicts that Maruti

Suzuki will be able to compete with other brands in future of electric vehicle.
 TABLE SHOWING SALES EXPERIENCE AT THE SHOWROOM OF
RESPONDENTS

TABLE 4.20

RATING NO OF PERCENTAGE %
PARAMETER RESPONDENTS
HIGHLY 16 16
SATISFIED
SATISFIED 43 43
NEUTRAL 29 29
DISSATISFIED 5 5
HIGHLY 7 7
DISSATISFIED
TOTAL 100 100

CHART 4.20

INTERPRETATION - From the above data it is seen that most of the customers were
satisfied at the sales experience at the showroom.
 TABLE SHOWING PREFERENCE OF RESPONDENTS TOWARDS CAR
SERVICE TIMING

TABLE 4.21

RATING NO OF PERCENTAGE%
PARAMETER RESPONDENTS

3 MONTHS 20 20
6 MONTHS 53 53
12 MONTHS 15 15
ABOVE 1 YEAR 12 12
TOTAL 100 100

CHART 4.21

INTERPRETATION – From the above table it is seen that average customers get their
cars serviced in between of 3 – 6 months.
 TABLE SHOWING MAINTENANCE COST OF RESPONDENTS CARS

TABLE 4.22

RATING NO OF PERCENTAGE%
PARAMETER RESPODENTS

HIGH 9 9
MEDIUM 67 67
LOW 24 24
TOTAL 100 100

CHART 4.22

INTERPRETATION – From this table we can see that 67 % of the customers said that
their maintenance cost of their car is at the medium level.
 TABLE SHOWING HOW MARUTI SUZUKI CAN IMPROVE THEIR CARS

TABLE 4.23

RATING NO OF PERCENTAGE%
PARAMETER RESPONDENTS

DESIGN 25 14.63
INCREASE IN 41 23.97
COMFORT
MORE FEATURES 47 27.48
BETTER BUILD 58 33.91
QUALITY
TOTAL 171 100

CHART 4.23

INTERPRETATION – From this table it is seen that 33.91 % wants that Maruti Suzuki
cars should increase the build quality and 27.48 % wants more features to be added and
23.97 % wants increase in comfort and 14.63 % wants addition of more design.
 TABLE SHOWING CHOICE OF RESPONDENTS TOWARDS THEIR NEXT
CAR

TABLE 4.24

RATING NO OF PERCENTAGE%
PARAMETER RESPONDENTS

YES 43 43
NO 16 16
MAYBE 41 41
TOTAL 100 100

CHART 4.24

INTERPRETATION - In this table it is shown that 43 % customers are sure that their
next car will be Maruti Suzuki
 TABLE SHOWING RESPONDENTS EXPERIENCE WITH MARUTI SUZUKI
CARS

TABLE 4.25

RATING NO OF PERCENTAGE%
PARAMETER RESPONDENTS

UNHAPPY 5 5
SATISFIED 62 62
VERY HAPPY 33 33
TOTAL 100 100

TABLE 4.25

INTERPRETATION 25 - In this table it is seen that 62 % customers are satisfied with

Maruti Suzuki cars
 TABLE SHOWING WHEATHER RESPONDENTS WOULD RECOMMEND
OTHERS TO BUY MARUTI SUZUKI CARS

TABLE 4.26

RATING NO OF PERCENTAGE%
PARAMETER RESPONDENTS

YES 86 86
NO 14 14
TOTAL 100 100

CHART 4.26

INTERPRETATION - In this table it is seen that 86 % customers would recommend

others to buy Maruti Suzuki cars in the future
 CHAPTER 5
FINDINGS, SUGESTION AND
CONSLUSION
 FINDINGS

• The majority of the respondents belong to the age group of 18 – 30 years of age.
• Majority of the respondent’s monthly income is from RS.50000 – RS.80000.
• Most of the respondents are self-employed or business owner who own Maruti Suzuki
cars.
• Most of the respondents prefer sedan & compact suv cars.
• Majority of the respondents prefer Maruti Suzuki cars and they prefer SWIFT and
BALENO cars as it is most comfortable and mileage efficient for regular use.
• Majority of the respondents are satisfied Maruti Suzuki cars and services provided.
• Majorly respondents prefer Maruti Suzuki cars for its brand name and trust which it has
built over the years.
• Majority of the respondents are using Maruti Suzuki cars for last 10 years.
• Majority of the respondents are using petrol fuel cars.
• Majority of respondents prefer mid variant as it almost provides all features.
• Majority of the respondents think that Maruti Suzuki would be able to compete in the
future of electric vehicles with other brands.
• Majority of the respondents Mileage of Maruti Suzuki cars attracts them to buy the car.
• Most have responded that Maruti Suzuki cars must improve their build quality.
• Majority of respondents are highly satisfied with their use of Maruti Suzuki cars and
would recommend other also to purchase Maruti Suzuki cars.
 SUGGESTIONS

• Improve the quality of after-sales services: Maruti Suzuki can work on improving its
after-sales services to ensure that customers receive prompt and efficient support
whenever they face any issues with their cars. This can include quicker turnaround time
for repairs, transparent communication, and friendly customer service.

• Focus on product quality: Maruti Suzuki can maintain a strong focus on product quality
and ensure that their cars are built to the highest standards. This can help in reducing
the number of defects or issues that customers may face with their vehicles, thereby
enhancing their overall experience.

• Innovate and offer new features: Maruti Suzuki can continue to innovate and offer new
features in their cars, which can appeal to customers and enhance their driving
experience. This can include advanced safety features, infotainment systems.

• Engage with customers: Maruti Suzuki can engage with customers regularly to gather
feedback and suggestions, which can help in improving their products and services.
This can include conducting surveys, social media engagement, and
customer support forums.
 CONCLUTION

All in all, Maruti Suzuki is a distinct company and brand that has sustained itself
efficiently over the years. Their focus on innovation and technology has always come in
handy and helped them grow. In the domestic market, their strong presence is undeniable. As
the industry experiences further development, there is huge potential for the company to
capitalize on the latest demands. Maruti Suzuki has faced numerous challenges during its
journey like build quality, car design etc, Still, it is one of the most trusted brands in the
industry. They are adapting to new trends and executing new schemes constantly. Most of the
customers are satisfied with the performance of Maruti Suzuki cars, which portrays that they
possess goodwill and also brand loyalty. Most customers prefer Maruti Suzuki cars for the
long-lasting years and a comfortable ride for their everyday use and for Indian roads as its
ground clearance is very good and can be driven in any type of roads and condition.
 ANNEXURE 1
QUESTIONNAIRE
 QUESTIONNAIRE

1. Name - ______________________

2. Age
18 – 30 years
30 – 40 years
40 – 50 years
50 – 60 years

3. Education
SCHOOL LEVEL
GRADUATE
POST – GRADUATE
PROFESSIONAL

4. Income (Monthly)
LESS THAN 20000
20000 – 50000
50000 – 80000
ABOVE 80000

5. Occupation
STUDENT
SELF EMPLOYED
PROFESSIONAL
EMPLOYEE
HOMEMAKER

6. Do you like Maruti Suzuki cars

YES
NO

7. what segment car do you prefer

HATCHBACK
SEDAN
MUV
 COMPACT SUV

8. Which model in Maruti Suzuki do you own ?

ALTO
SWIFT
BALENO
BREZZA
ERTIGA
OTHERS

9. What do you like the most about your car

FEATURES
POWER
MILEAGE
DESIGN

10. Why are you giving first preference to Maruti Suzuki while buying a car ?
BRAND TRUST
QUALITY SERVICE
PRICE
DESIGN
GOOD MILEAGE

11. How long have you been using Maruti Suzuki cars
1 – 5 YEARS
6 – 10 YEARS
MORE THAN 10 YEARS

12. Which is your favourite colour in Maruti Suzuki cars

WHITE
RED
GREY
BEIGE
BLUE
SILVER
 13. How would you rate following areas in Maruti Suzuki cars ?
HIGHL SATISF NEUTR DISSATIS HIGHLY
Y IED AL FIED DISSATIS
SATISF FIED
IED
DESIGN
& STYLE
FACILITI
ES
MILEAG
E
PRICING
SERVICE

14. Which kind of fuel do you prefer?

PETROL
DIESEL
CNG
HYBRID

15. Which variant do you prefer?

BASE
MID
TOP

16. Will Maruti Suzuki be able to compete with other brands in future of electric vehicles
YES
NO

17. how was your sales experience at the showroom

HIGHL SATIS NEUT DISSATIS HIGHLY

Y FIED RAL FIED DISSATIS
SATIS FIED
FIED
18. How frequently you get your car serviced?
3 MONTHS
6 MONTHS
12 MONTHS
ABOVE 1 YEAR

19. What is the maintenance cost of your car?

HIGH
MEDIUM
LOW

20. How do you think Maruti Suzuki can improve their cars?
BETTER BUILD QUALITY
MORE FEATURES
INCREASE IN COMFORT
DESIGN

21. Will Maruti Suzuki be your next car?

YES
NO
MAYBE
22. How would you rate your experience with Maruti Suzuki cars?
UNHAPPY
SATISFIED
VER HAPPY

23. Would you recommend others to buy Maruti Suzuki cars?

YES
NO
 ANNEXURE 2
REFERENCE & WEBSITES
REFERENCES

MarutiSuzuki.com
www.wikipedia.com
www.economictimes.com
www.googlescholar.com
www.cardekho.com
www.electricvehicles.com