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Servicequalityandconsumersatisfactionformarutiservicecenter 111002144001 Phpapp02
Servicequalityandconsumersatisfactionformarutiservicecenter 111002144001 Phpapp02
ON
1
CERTIFICATE
This is to certify that the Research Report entitled “SERVICE QUALITY AND
CONSUMER SATISFACTION FOR MARUTI SERVICE CENTER
IN NOIDA” Being submitted by “KAPIL KUMAR SINGH” in fulfillment of the
requirement of U.P. TECHNICAL UNIVERSITY is a record of an independent work
done by his under my guidance and supervision.
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DECLARATION
Place: -
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ACKNOWLEDGEMENT
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INDEX
Introduction
Company Profile
o Milestones
o Awards
Maruti Products
Research Methodology
Market Research
o Customer Satisfaction
o Market Segmentation
o Positioning
o Suppliers
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Survey
o SWOT Analysis
o SCM Strategies
Recommendation
Limitation of Study
Bibliography
Questionnaire
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INTRODUCTION
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In the early 80's, a series of liberal policy changes were
announced marking another turning point for the automobile
industry. The very face of the industry was changed for ever in
1983 with the entry of public sector Maruti Udyog in a joint
venture with the Suzuki Corporation of Japan.
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OBJECTIVE OF THE STUDY
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COMPANY PROFILE
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Vision
Core Values
Customer Obsession
Fast, Flexible and First Mover
Innovation and Creativity
Networking and Partnership
Openness and Learning
Technological Advantage
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Production/R & D
Production Milestones
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Milestones
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Alto Spin LXi, with electronic power steering
Alto Vxi
Customer information centers launched in Hyderabad,
Bangalore and Chennai
Launch of versa
2000 First car company in India to launch a Call Center
New Alto
Altura, a luxury estate car
IDTR (Institute of Driving Training and Research)
launched jointly with the Delhi government to promote
safe driving habits
1999 Maruti 800 EX ( 796cc, hatchback car)
Zen LX (993cc, hatchback car)
Zen VXi (993cc, hatchback car with power steering)
Omni XL (796cc, MUV, high roof)
Baleno (1600cc, 3 Box Car)
Wagon R
Launch of Maruti - Suzuki innovative traffic beat in
Delhi and Chennai as social initiatives
1998 Maruti launches website as part of CRM initiatives
Zen D (1527 cc diesel, hatchback car)
Zen VX & Zen VX Automatic
New (Omni & Omni E) (796cc, MUV)
Launch of website as part of CRM initiatives
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Launch of 24-hour emergency on-road vehicle service
1995 Esteem 1.3L (1298 cc, 3 box car)VX
With the launch of second plant, installed capacity
reached 200,000 units
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Awards
2005
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2004
2003
2001
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2000
1999
1998
1996
1994-95
1994
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1992-93
1991-92
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ISO 9001:2000
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Employee Quality Measures
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WHAT’S NEW
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The year also saw Maruti make major strides towards its
goal of becoming Suzuki Motor Corporation's R and D hub for
Asia outside Japan. It introduced upgraded versions of WagonR
and Zen, the latter completely designed and styled inhouse.
India's most popular car, Maruti 800, strengthened its
leadership with a 17 per cent growth even as Maruti's
partnership with State Bank of India and its Associate Banks
enabled it to reach car finance to smaller towns and cities across
the country.
During the year, Maruti consolidated its leadership in the
A 2 (premium compact) segment, with Alto growing by over 130
per cent and finishing as the country's fastest growing A2
Segment model for the year.
With the launch of Grand Vitara XL-7 during the year,
Maruti marked its entry into the top-end Luxury SUV segment of
the Indian car market.
The record sales performance was ably supported by
Maruti's dealerships. During the year, the company ended its
relationship with several non-performing dealerships and
enhanced it with the good performers. The new car sales network
grew from 243 outlets to 280, with coverage expanding from 160
cities to 182.
The dealerships also participated in the expansion of
Maruti's new businesses, including Maruti Insurance, Maruti
Finance, Maruti True Value (Pre Owned cars) and N2N
(Corporate Lease and Fleet Management Services). These
services made Maruti vehicles even more attractive for
customers.
“Maruti's service network, known for its size and
quality, expanded to a landmark 1000 cities and towns
during the year”.
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The Maruti-managed Institute of Driving Training and
Research in Delhi made major contribution to safe drivinq which
was widely recoqnised. notably by the Hon'ble Delhi High Court.
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MARUTI PRODUCTS
Maruti Vitara
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Maruti Wagon R
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accordingly, including a new engine. Wagon R is Japan’s top
selling model, and it is to be seen if it’s success can be emulated
in India.
Maruti Alto
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Maruti Esteem
The fact remains, though, that the design has been around
for close to two decades and a new look could do wonders for the
car. This is because the Esteem's main asset is its engine, which
leaves no doubt in anyone's mind that the Japanese make the
best petrol motors on this planet. The all-aluminium engine with
its hollow camshaft, which cuts down rotational inertia, is
extremely light and responsive.
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The Esteem is available in a large number of variants. New
Euro 2 variants of the Esteem LX, VX and AX are the biggest
attraction now. As for the diesel variants there is the Esteem Di
and the base Esteem D version. Then there is the Esteem Vxi
and the Esteem LX Euro 1 version.
Maruti Baleno
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aspect except that the Altura version is bigger and heavier and is
equipped with some standout features like grip assist, which is
there both in the front and the rear, electrically operated A/C
louvre switches, a rear windshield wiper and washer, roof rails,
foot rest and luggage hooks.
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towns and 15.9 kmpl on highways. The Baleno is Maruti's first
upper-end model to compete with the Opel Astra, the Mitsubishi
Lancer and the Honda City. The Baleno is Suzuki's biggest and
most important passenger car.
Maruti 800
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is also the most manoeuvrable car around. It's compact, nimble
and the easiest thing to drive in urban surroundings. Parking is
also not a problem for this baby.
For those wanting to save on fuel the Maruti 800 is the answer.
The increased power hasn't changed its fuel efficiency. It gives a
highway run of 21.9 kmpl, while in the city it gives 13.9 kmpl.
Maruti Gypsy
Apart from this the two are nearly the same as they both
give 80 bhp power @ 6000 rpm and come with a 1300cc engine
pulled by a torque of 103 Nm @ 4500 rpm.
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Maruti Omni
Maruti Versa
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If you are looking out for a station wagon that you can
drive to work and also take out your
family and friends for a picnic, you can
safely reach out for the Maruti Versa, a
mini-van with the looks of a car.
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family parts bin to bring down costs. With a similar dashboard,
steering wheel and instrument panel, there is very little
difference between a Versa, the Alto or a WagonR. But the new
SDX version of the Versa has a leather-wrapped steering wheel
and metallic finished dashboard.
Maruti Zen
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The Maruti Zen was the first car by Maruti designed for the
worldwide market, with India being the only production hub.
The car's design and specifications are contemporary with world
standards.
The Zen was also the first Indian car to win accolades
abroad, being voted the best car in its category in Belgium and
the Netherlands in 1997 in addition to being the top car in the
UK in terms of operating costs in the same year.
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Safety features in all the variants include: energy
absorbing collapsible steering column, side-impact door beams
in front and rear, child-proof locks on rear doors, rear
windshield wiper and washer, central locking and protective
mouldings on side.
Maruti Swift
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The increases in retail price tags, barely two weeks after
the launch, will bring the Swift's price closer to that of its closest
competitor, the Hyundai Getz, prices of which start at around Rs
4.5 lakh. Sources said that while Maruti had indicated that
prices would change, the timing has come as a bit of a surprise,
as one would have expected the introductory pricing to be in
force for at least a month. According to other sources, Maruti
had not expected so many bookings, and the company wouldn't
mind the little extra breathing space if some potential customers
cancelled their bookings.
The company has laid the foundation stone of its new plant
at Manesar. The new plant will involve an investment of over Rs
3,200 crore, of which Rs 1,500 crore will be spent to build a new
car assembly plant and Rs 1,748 crore for a diesel engine
manufacturing facility for local consumption and exports.
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hand Indica, Santo, Astra or Cielo will be priced close to a
new Maruti 800. This could put a question mark on the
prevalent assumption that a large number of current two-
wheeler users in India will graduate to a Maruti 800 in
future with higher incomes.
4. Diesel engine cars are also posing a big threat due to their
fuel cost differential since in India people do give a lot of
emphasis on fuel efficiency and price do play an important
role in this category. Huge success of INDICA in the sub
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urban and rural areas is just an Indicator of the future so
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Research Methodology
Research:
Problem Identification:
Research design
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The data collection methods are basically of these types-
observation, experimentation and survey. I used the survey
method of data collection because in the Market Research
method I can gather a wide range of valuable information on over
behavior of consumer for product.
• Questionnaire
• Magazines
• Journals
• Internet
• Annual Reports
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Customer Satisfaction
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92% of Maruti Suzuki owners feel that work gets done right
the first time during service. The J.D. Power CSI study 2005 also
reveals that 97% of Maruti Suzuki owners would probably
recommend the same make of vehicle, while 90% owners would
probably repurchase the same make of vehicle.
At Maruti Suzuki, you will find all your car related needs
met under one roof. Whether it is easy finance, insurance, fleet
management services, exchange- Maruti Suzuki is set to provide
a single-window solution for all your car related needs.
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Marketing Research
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1. As an economic resource
2. As a system of authority
3. As an activity of marketing management
4. As team effort
5. As an art or science
6. As a profession
7. As an interdisciplinary
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MARKET SEGMENTATION
Segment A:
Economy segment, comprising cars priced less than RS
250,000 and in this category Maruti 800, Maruti Omni and
Alto are major players with Maruti 800 as undisputed market
leader.
Segment B:
Mid-size segment, comprising cars in the RS 250,000 and
Rs. 450,000 price bracket, e.g., Maruti Zen, Maruti Alto, Swift,
Tata Indica, Matiz, Hyundai Santro and Fiat Palio are major
players.
Segment C:
Premium segment, comprising cars priced at higher than
Rs. 450,000-1,000,000 e.g., Maruti Esteem, Tata Sierra,
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Peugeot 309, Opel Astra, Cielo, Ford Escort, Mitsubishi
Lancer.
Segment D:
POSITIONING
SUPPLIER
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ADVERTISING & COMMUNICATION
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VISION AND VALUES
VISION
VALUES
• CUSTOMER OBSESSION
• FAST, FLEXIBLE & FAST MOVER
• INNOVATION AND CREATIVITY
• NETWORKING AND PARTNERSHIP
• OPENNESS AND LEARNING
HR VISION
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TRAINING & DEVELOPMENT
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Maruti Dealer Network
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MARUTI AUTHORIZED SERVICE STATIONS (MASS)
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MARUTI AUTHORIZED SERVICE STATIONS (MASS)
• A. NICOBAR
• ANDHRA PRADESH
• ARUNACHAL PRADESH • JHARKHAND
• ASSAM • KARNATAKA
• BHUTAN • KERALA
• BIHAR • MADHYA PRADESH
• CHANDIGARH • MAHARASHTRA
• CHATTISGARH • MIZORAM
• DADRA & NAGAR • MEGHALAYA
HAVELI • NAGALAND
• DELHI • ORISSA
• GOA • PUNJAB
• GUJRAT • RAJASTHAN
• HARYANA • TAMIL NADU
• HIMACHAL PRADESH • UTTAR PRADESH
• JAMMU & KASHMIR o NOIDA
CITY MOTORS
C-2 SECTOR 63
AUTO POINT
C-107 SECTOR-2
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Better Service Quality
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Post service follow up process
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Format -1
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Format -2
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MARUTI SERVICE QUALITY STANDARD
Maruti
Honda
Genral Motor
Fort
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Format-3
Thank You for getting your car servicedat out workshop. We would lie to know
how we performed. Please spare a few moments to give us your valuable
feedback on the following as it will help us in improving our services.
8. Mode of payment.
As per your satisfaction would you like to suggest any one about our workshop for the
service. Yes No Maybe Never
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CUSTOMER SATISFACTION SURVEY
120
100
80
60
40
20
0
Maruti General Honda Ford Tata
Motor
In customer satisfaction Maruti Udyog Ltd. is No. 1 from last 7 yrs.
Their current customer satisfaction index is 96.4%. they were trying
hard to raise customer satisfaction index up to 100%.
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SURVEY
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MARUTI SWOT ANALYSIS
STRENGTH
WEAKNESS
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THREAT
•Maruti 800 sales going down which is star performer of company till
now.
cars.
OPPORTUNITY
• Financing options
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SCM STRATEGIES
SCM strategies:
Extended enterprise:
Vendor selection:
Modularization:
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This has been the key area of focus for MUL. It encouraged
proximity warehousing by locating most vendors near by the
factory unit at Gurgaon. Modularization of vendors has helped
MUL in addressing the specific problems of a particular set of
vendors.
Material transportation:
This is the most tangible form of logistic cost and this has been
achieved by a milk-run system. This unique method of pooling
supplies of various vendors of one area in a truck has resulted in
a drastic cut in this cost. MUL identified the vendors located in a
particular area, classified their production pattern and achieved
transportation of supplies from them at one go.
Delight customers:
E-solution:
The maker of the little car that marked the beginning of a new
revolution in the auto sector, this homegrown system was
extended to its sales and dealer network through an email-based
ordering system with about 250 outlets. For instance, if a dealer
has to place an order, he generates it in his own machine with
all the specifications (e.g. color, model etc) and sends it through
an email to Maruti. The system there automatically checks the
order, classifies it accordingly and sends it to the respective
database.
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RECOMMENDATION
1. Baleno which has been ranked first should launch some upper
grade variants of this car because it is not being widely endorsed
by upper income group.
2. Esteem and Baleno should taken corrective measures for
technological up gradation, to improve their performance such
as- fuel efficiency, low maintenance and quality standard up to
customer expectation.
3. Non personal tools have an impact in buying criteria of the
customer where luxury car market as whole should take correct
measure to improve their advertisements so that they may seem
nubile, bairy and fun crazy to influence the decision process of
buyers.
4. M800 and Omni are required to take some steps to improve their
looks.
5. Discount scheme has no effect in buying decision in case of Alto
and Esteem hence they should make their discount scheme
attractive survey and customer.
6. Maruti should broaden their sales services, network and spare
parts availability because it is prime criterion of buying process.
7. Baleno although has been ranked no 1 car it as luxury car, has
unsuccessful to rated customer mind and perception as far as
lack of the car are concerned, hence it should take measures to
give its size and shape new look.
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LIMITATION OF THE STUDY
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FINDING & INTERPRETATION
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are more satisfying, easy availability of spare parts, price and
looks.
9. The most satisfying better services quality provided in Maruti
service centers.
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SUMMARY AND CONCLUSION
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After sales service:
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BIBLIOGRAPHY
• A&M
• News Papers
• Business Today.
• www.marutiindia.com
• www.marutisuzuki.com
• www.autocarindia.com
• www.marutiudyog.com
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QUESTIONAIRE
NAME:-……………………………………………………………..
ADDRESS:-………………………………………………………….
CONTECT NO…………………………………………………….
Q - 1:- Do you have a four wheeler?
(A) YES [ ]
(B) NO [ ]
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Q –5:- To which income group you belong?
(A) BELOW Rs. 1, 00,000 [ ]
(B) Rs. 1,00,000- 3,00,000 [ ]
(C) Rs. 3,00,000- 700,000 [ ]
(E) Rs. 700,000 - ABOVE [ ]
Q –6:- Are you satisfied with the price of your four wheeler?
(A) YES [ ]
(B) NO [ ]
Q –9:- How will your rank your car features? Please use the
following rating scale.
(A) MILAGE [ ]
(B)POWER/PICKUP [ ]
(C)PERFORMANCE [ ]
(D)LOOKS/STYLE [ ]
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Q -10:- What major problems (Demerits) do you face with your
car?
(A) LOOKS/STYLE [ ]
(B) HEADLIGHTS [ ]
(C) HORN [ ]
(D) SEAT [ ]
(E) BREAKING [ ]
(F) SUSPENSION [ ]
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