SUMMER TRAINING REPORT

ON
“A study of Customer Satisfaction Practices followed At Rohan Motors Ltd. Palwal”

Submitted to Maharishi Dayanand University, Rohtak in partial fulfillment for

the award of degree of Bachelor of Business Administration

Submitted to: Submitted by:

Mr: Jaideep Sharma Name: Jaidev Sourot
Asst. Professor Class Roll No: S14BBA021
University Roll No: 6026965
Registeration No. : 1411640007

NGF College of Engineering and Technology

Palwal
 DECLARATION

I ‘‘Jaidev Sourot’’ University Registration No. “1411640007” of the NGF College of Engineering &
Technology, Palwal hereby declare that the Summer Training Report entitled, “Customer Satisfaction
Practices At Rohan Motors Ltd” is an original work and the same has not been submitted to any other
institute for the award of any other degree. The suggestions as given by the faculty were duly
incorporated.

Faculty Guide Signature of the Candidate

Mr. Jaideep Sharma Jaidev Sourot

Head Of Department
Mrs. Manpreet Kaur

Countersigned

Director/Principal of the College

 ACKNOWLEDGEMENT

Industrial training is an indispensible part of any curriculum.it provides the students with an
opportunity to gain experience on the practical application of our knowledge. It was great
experience undergoing my project like MarutiSuzuki. I got a chahnce to learn and work in the
environment of a multinational company.
I express my gratitude to all the people at MARUTI SUZUKI who helped me during my
summer training. The exposure and experience gained at Rohan Motors has been unique. I
would like to thank Mr. Pratap Balyan (manager) for giving me this opportunity to work in
their departments and guiding me through the projects for his constant guidance and support. I
would also like to express my sincere gratitude to Mr. Jaideep Sharma, faculty guide their
able guidance and keen interest in my training
Last but not the least, I would like to thanks all the people who helped me in collecting necessary
information directly and indirectly.

Signature of Student
Jaidev Sourot
 ABSTRACT

The need for marketers to be flexible and adaptable to the changing world around them has
never been greater. As competition in markets grows apace and consumers make ever more
demands on the companies from which they choose to purchase, marketers must be increasingly
sensitive to a multiple of shifting social cultural nuances.
his project takes concept from different disciplines like psychology, sociology, and economics.
It attempts to understand the buyer decision making process both individually and in group. It
deals with the physical and mental activities that customers engage in before, during and after
purchase. Considerable efforts have been made to present the study for customer satisfaction.
In this project, I analyzed the satisfaction level of the customer towards maruti Suzuki product.
For this I analyses several different aspects in the form of questionnaire or by micro analysis.
Several types of process are also followed in this project.Marketing or consumer research is a
method by which one can feel the nature of the market. It is used to find out the attitude of
consumer towards the product. It helps in explaining the fact that how consumer makes decision
in favor of certain brands.
I have put in my best efforts to complete this project in every aspect. I have referred all the
books and journals of this esteemed organization in this concern.
 TABLE OF CONTENTS

TOPICS S. NO.

INTRODUCTION 1-21

Company profile 2-14

Strength and Weakness 15-16

Future Prospects of the firm 17

Literature View 18-20

Objective of the study 21

RESEARCH METHODOLOGY 22-40

Research design 23

Sample Size and Techniques 24

Data Collection 25-26

Data analysis Tools 27-39

Limitations of the Study 40

Analysis & Conclusion 41-45

Contribution & Learning From the Project 46-47

Bibliography 48-49

Appendices 50-53
INTRODUCTION
 Company Profile

Public
Type

Traded as BSE 532500

:

NSE: MARUTI
BSE SENSEX Constituent

Industry Automotive

Predecessor Maruti Udyog Limited

Founded 1981

Headquarters New Delhi, India

Key people R. C. Bhargava (Chairman)

Kenichi Ayukawa (Managing Director & CEO)

Products Automobiles

Production output 1,429,248 units (2016)

Revenue ₹58,612 crore (US$8.7 billion) (2016)

Net income ₹4,630.90 crore(US$690 million) (2016)

Number of 12,900 (2015)

employees

Parent Suzuki Motor Corporation

Website www.marutisuzuki.com
 ABOUT MARUTI SUZUKI LTD.

Maruti Suzuki India Limited, formerly known as Maruti Udyog Limited, is an

automobile manufacturer in India.It is a subsidiary of Japanese automobile and motorcycle
manufacturer Suzuki Motor Corporation.As of January 2016, it had a market share of 47%
of the Indian passenger car market. Maruti Suzuki manufactures and sells popular cars such
as the Ertiga, Alto, Swift, Zen, Celerio, Swift DZire, SX4 and Omni.[11] The company is
headquartered at New Delhi.In February 2012, the company sold its ten millionth vehicle in
India.
Maruti was established in February 1981, though the actual production commenced only in
1983. It started with the Maruti 800, based on the Suzuki Alto kei car which at the time was
the only modern car available in India. Its only competitors were the Hindustan
Ambassador and Premier Padmini. Originally, 74% of the company was owned by the
Indian government, and 26% by Suzuki of Japan.As of May 2007, the government of India
sold its complete share to Indian financial institutions and no longer has any stake in Maruti
Udyog. In 1970, a private limited company named Surya Ram Maruti technical services
private limited (MTSPL) was launched on November 16, 1970.[relevant? ] The stated
purpose of this company was to provide technical know-how for the design, manufacture
and assembly of "a wholly indigenous motor car". In June 1971, a company called Maruti
limited was incorporated under the Companies Act. Maruti Limited went into liquidation in
1977. Maruti Udyog Ltd was incorporated through the efforts of Dr V. Krishnamurthy.
Maruti Suzuki has two manufacturing facilities in India. Both manufacturing facilities have
acombined production capacity of 14,50,000 vehicles annually. The Gurgaon
manufacturing facility has three fully integrated manufacturing plants and is spread over
300 acres (1.2 km2). The Gurgaon facilities also manufacture 240,000 K-Series engines
annually. The Gurgaon Facilities manufactures the 800, Alto, WagonR, Estilo, Omni,
Gypsy, Ertiga, Ritz and Eeco.
 These are the following cars of Maruti Suzuki Ltd.

1. SX4

2.ALTO
3.S.CROSS

4.OMNI
5.BREZZA

6.ECCO
7.VITARA

8.ERTIGA
9.BALENO

10.MARUTI800
 ABOUT ROHAN MOTORS, PALWAL

Rohan Motors is located in the hub of automobile dealerships on the main Mathura Road. A
conveniently accessible Maruti showroom for customers in South Delhi areas, the outlet is well
equipped with premium facilities for an excellent experience.
As a trusted car dealer in South Delhi, Mathura Road, we have built a premise where you can
comfortably buy the Maruti Suzuki car of your choice. Our well trained and courteous team treats
you like a valued customer whenever you step into our showroom.
 SWOT ANALYSIS

STRENGTH

 
 Wide network
 
 Large number of customers
 
 Fast adaptability to technology
 
Brand image

WEAKNESS

 
 Casual behavior
 
 Corruption and red tapism
 
 Slow decision making due to large hierarchy
 
High gross NPA
 OPPORTUNITIES

 
 Diversification towards other fields
 
 Globalization
 
Implement the new technologies in an effective way

THREATS

 
 Stiff competition from other private players.
 
 Uncertainty
 
Political Gridlock
 Future Prospectus of the Firm

Maruti Suzuki urged its component suppliers to make investment for the future as the company's
requirements are expected to grow, with it predicting double-digit expansion in annual sales at least
until 2020. The upbeat outlook from the local car market leader comes despite uncertainties over
diesel vehicles — with authorities increasingly bringing in stricter green rules — and the Society of
Indian Automobile Manufacturers cutting the industry's growth forecast.
Addressing 200-300 vendors in Bangkok towards the end of April, Maruti executives said the
company will be commissioning close to half a million capacity in the next three to four years,
according to several people who attended the meeting. Maruti is confident of a compounded annual
growth rate of 10% until 2020 to achieve its goal of making 2 million cars a year as part of its Vision
2.0, they said. A Maruti spokesperson called the information speculative and refused to
commentfurther.
A vendor who supplies to multiple auto makers told ET that while there is a word of caution
from other major car makers over growth forecast, Maruti appears certain about the future and is
encouraging its vendors to expand capacity and set up new plants where required. "Amid all the
uncertainties, the outlook was optimistic from the management.
Maruti Suzuki will continue to focus on small cars for now. Maruti Suzuki is confident that the
growth in the Indian car market will continue to be driven by small car segments and that he expects
the company to remain as a leader of what is one of the most hotly-contested segments in the Indian
car market.
 LITERATURE REVIEW

Customer satisfaction refers to the extent to which customers are happy with the products
and services provided by a business.
It occurs when the experience obtained from transaction match expectation. Customer may
forget experience that match expectation. Although customer is generally notice and also
remember those experience that deviated from expectation.
This stage is particularly known as dissatisfaction, result into a feeling of dissonance in
case where an experience obtains from product fall short of expectations.
In opposite situations i.e state of satisfaction it may result into repurchase of product and
service as case may be.
In customer satisfaction, we have to analyze that what is good about the product and where
is need of the improvement.
In this project my main focus is to analyze the customer satisfaction on all of the different
things regarding maruti Suzuki products.
Customer satisfaction levels can be measured using survey techniques and questionnaires.
Gaining high levels of customer satisfaction is very important to a business because
satisfaction customers are most likely to be loyal and to make repeat orders and to use a
wide range of services offered by a business.
There are many factors which lead in high levels of customer satisfaction including
products and services which are customer focused and hence provide high levels of value
for money. What is clear about customer satisfaction is that customers are most likely to
appreciate the goods and services that they buy if they are made to feel special. This occurs
when they feel that the products and services that they buy have been specially produced
for them or for people like them.
 Rationale Of The Study

To do this I collect data from both primary and secondary sources. I collected data pertaining
to annual reports of Maruti and its competitors, market share of various players in the market,
segment wise market share of players and also model wise performance of companies from
company and internet. The information pertaining to the number of distributors and the most
effective schemes of the companies from the Primary sources (Showrooms of the respective
companies). Then I calculate ratios of all the players and compare them. And find out the
reasons for any discrepancies. As I find out that Ford India is showing heavy losses because of
the overtake of U.S. automotive market by Japanese players mainly Toyota and Honda. Also
the Government is not supporting the companies. Due to this they have to shut down their
several plants. I also find out the ratios for last ten years of Maruti and find out in which year
Maruti has performed its best and which year was the worst for Maruti. As I found that Year
2013 was the worst year for Maruti because there was a strike in that year in the company and
also the company made heavy investments in that year. While doing segment wise analysis, I
found out that Maruti’s which model is facing toughest competition with which model like SX4
is facing competition with Honda city, Zen Estilo with Chevrolet spark. Zen Estilo is facing
competition with Chevrolet Spark because Maruti is known for best average of its models but
Chevrolet spark is providing a better average than Maruti’s models. It is providing an average
of 18 Km per liter.Moreover I have done comparison between marketing schemes and offers
and reach to the customers of Maruti and its competitors. Which scheme of the company has
created a spurt in the company’s sales? In the distribution system I find out the dealers and
showrooms information about the players in the market. And after analyzing all these things I
suggested to the company about any discrepancy between Maruti and Industry’s other players.

In the second part of the report I have presented the extracts of research on second hand car
market in India. Second hand car market in Japan is organized while in India it is
unorganized. In India only 20% share of second hand car market is organized out of which
Maruti share is 45%. In this segment Maruti is facing competition with Tata’s.
In the third part of the report I prepare a case study on the second hand car market showing
the current scenario of second hand car market globally and also in India.
lps us to understand the consumer’s satisfaction about services and products. It helps
companies to understand, how a consumer selects, organizes and interprets the Quality of
service and product offered by company.
The market is more aware and realistic about investment and returns from financial
products. In this background this study tries to analyze the customer satisfaction towards
services in particular.

NEED FOR THE STUDY

The deeper the company understands of consumer’s needs and satisfaction, the earlier the
product or service is introduced ahead of competition, the greater the expected contribution
margin. Hence the study is very important.
It will help companies to customize the service and product, according to the consumer’s
need and also helps the companies to understand the experience and expectations of the
existing customers.

SCOPE OF THE STUDY

This study is limited to the consumers with in Faridabad city. The studyis able to reveal the
preferences, needs, satisfaction of the customers regarding the services of the company. It
also help company to know whether the existing products or services are offering are really
satisfying the customers needs.
 OBJECTIVES OF THE STUDY

1.To analyze the attitudes and behaviors of customers.

2.To find out the differences among perceived service and expected service.
3.To produce an executive service report to upgrade service characteristics.
4.To understand consumer’s preferences.
5.To access the degree of satisfaction of the consumers
RESEARCH METHODOLOGY
 RESEARCH DESIGN

A descriptive study tries to discover answers to the questions who, what, when, where, and,
sometimes, how. The researcher attempts to describe or define a subject, often by creating a
profile of a group of problems, people or events.
Such studies may involve the collection of data and the creation of a distribution of the number
of times the researcher observes a single event or characteristic (the research variable), or they
may involve relating the interaction of two or more variables. Organizations that maintain
databases of their employees, customers and suppliers already have significant data to conduct
descriptive studies using internal information. Yet many firms that have such data files do not
mine them regularly for the decision-making insight they might provide.
This descriptive study is popular in business research because of its versatility across
disciplines. In for-profit, not-for-profit and government organizations, descriptive investigations
have a broad appeal to the administrator and policy analyst for planning, monitoring, and
evaluating. In this context, how questions address issues such as quantity, cost, efficiency,
effectiveness, and adequacy.
Descriptive studies may or may not have the potential for drawing powerful inferences. It ,
however, does not explain why an event has occurred or why the variables interact the way they
do.
 SAMPLE SIZE AND TECHNIQUES

Convenience sampling method is used for the survey of this project. It is a non-probability
sample. This is the least reliable design but normally the cheapest and easiest to conduct
.In this method Researcher have the freedom to choose whomever they find, thus the
name convenience. Example includes informal pools of friends and neighbors or people
responding to a newspaper’s invitation for readers to state their position on some public
issue.

SAMPLE SIZE

Sample size denotes the number of elements selected for the study. For the present study, 100
respondents were selected at random.

SAMPLING METHOD
A sample is a representative part of the population. In sampling technique, information is
collected only from a representative part of the universe and the conclusions are drawn on
that basis for the entire universe.
A convenience sampling technique was used to collect data from the respondents.
 DATA COLLECTION

METHOD OF DATA COLLECTION

To know the response, I used questionnaire method. It has been designed as a primary
research instrument. Questionnaires were distributed to respondents and they were asked to
answer the questions given in the questionnaire.

The questionnaires were used as an instrumentation technique, because it is an important

method of data collection. The success of the questionnaire method in collecting the
information depends largely on proper drafting. So in the present study questions were
arranged and interconnected logically. The structured questionnaire will reduce both
interviewers and interpreters bias.

Further, coding and analysis was done for each question’s response to reach into findings,
suggestions and finally to the conclusion about the topic.

TYPES OF DATA
Every decision poses unique needs for information, and relevant strategies can be
developed based on the information gathered through research. Research is the systematic
objective and exhaustive search for and study of facts relevant to the problem.
Research design means the framework of study that leads to the collection and analysis of
data. It is a conceptual structure with in which research is conducted. It facilitates smooth
sailing of various research operations to make the research as effective as possible.

PRIMARY DATA

Primary data are those collected by the investigator himself for the first time and thus they
are original in character, they are collected for a particular purpose.
A well-structured questionnaire was personally administrated to the selected sample to
collect the primary data.
SECONDARY DATA

Secondary data are those, which have already been collected by some other persons for
their purpose and published. Secondary data are usually in the shape of finished products.
Two types of secondary data were collected for the preparation of the project work:
Internal Data was generated from company’s brochures, manuals and annual reports
External Data, on the other hand, was generated from magazines, research books, intranet
and internet (websites). To know the response, the researcher used questionnaire method. It
has been designed as a primary research instrument. Questionnaires were distributed to
respondents and they were asked to answer the questions given in the questionnaire.
The questionnaires were used as an instrumentation technique, because it is an important
method of data collection. The success of the questionnaire method in collecting the
information depends largely on proper drafting. So in the present study questions were
arranged and interconnected logically. The structured questionnaire will reduce both
interviewers and interpreters bias.

Further, coding and analysis was done for each question’s response to reach into findings,
suggestions and finatomers for analysing their satifaction level. Some customers were selected for
fullfilling the questionnaire according to the objective of the study.
 Data Analysis Tools

A questionnaire is prepared for the purpose of getting feedback from the customers for
analysing their satisfaction level. Some customers were selected for fulfilling the questionnaire
according to the objective of the study.

Analysis of the data

The analysis of the data is done as per the survey finding. The data is represented graphically
or diagrammatically.
The opinion of customers were analyzed and expressed in the form of charts and have been
placed in next fewer pages:
Question - 1

HOW MANY OF YOU SATISFIED WITH THE OVERALL

SERVICES OFFERED BY COMPANY?

SL. RESPON NUMBER OF PERCENTAGE

No. SE RESPONDENTS OF
RESPONDENTS
1. Satisfied 42 84%
2. Not 8 16%
satisfied
TO 50 100 %
TA
L

Graph - 6.2
Classification based on satisfaction level of respondents

100 84

No. of
50
respondents
16
0

Satisfied Not satisfied

Question– 2

WHICH DIFFERENT MODELS DO YOU LIKE TO PURCHASE OF

MARUTI SUZUKI?

 Motive: - To know about the different models owned by the

people. Table

S.No. Model Name No. of Customer Percentage

1. ALTO 10 20%
2. ALTO K-10 5 10%
3. WAGON-R 8 16%
4. SWIFT 22 44%
5. SWIFT DZIRE 5 10%

90
80
70

60 ALTO
50 ALTO K-10
40 WAGON-R
SWIFT
30
SWIFT DZIRE
20
RITZ
10
0
NO.OF
CUSTOMER
Question– 3

DO YOU SATISFIED WITH THE QUALITY OF THE PRODUCT?

Table
Response No. of Customer Percentage
Yes 40 80%
no 10 20%

80
70
60
50
40
YES
30 NO
20
10
0
NO. OF
CUSTOMERS
QUESTION-4

WHICH FACTORS MOTIVATED TO BUY THE PRODUCT OF

MARUTI SUZUKI?

Table
Factors No. of customers percentage
price 15 30%
quality 25 50%
durability 10 20%

50
45
40
35
30
25 price
20 quality
15 durability
10
5
0
no. of
customers
Question- 5

HOW MUCH YOU FEEL THE MARUTI SUZUKI PRODUCT AS

RELIABLE PRODUCT?

Table
Response No. of Customer Percentage
Very reliable 35 70%
Somehow reliable 10 20%
Not reliable 5 10%

70
60
50
VERY RELIABLE
40
30 SOMEHOW
RELIABLE
20
NOT RELIABLE
10
0
NO. OF
CUSTOMERS
QUESTION-6

HOW WOULD YOU RATE THE VERSALITY OF MARUTI

SUZUKI PRODUCT?

Table
Rating No. of Customer Percentage
Outstanding 44 88%
Good 2 4%
Acceptable 3 6%
Poor 1 2%
V. Poor 0 0%

90
80
70
60 OUTSTANDING
50 GOOD
40
ACCEPTABLE
30
POOR
20
V.POOR
10
0
NO. OF
CUSTOMER
TION OF YOUR COMPLAINTS WITH THE DEALERSHIP?

Table
Response No. of Customer Percentage
Very satisfied 35 70%
Somehow satisfied 10 20%
Not satisfied 5 10%

70
60
50
VERY SATISFIED
40
30 SOMEHOW
SATISFIED
20
NOT SATISFIED
10
0
NO. OF
CUSTOMERS
60
50
40 OUTSTANDING
30 GOOD
ACCEPTABLE
20
POOR
10 V.POOR
0
NO. OF
CUSTOMER
QUESTION-9

HOW WOULD YOU RATE ABOUT THE WARRANTY WHICH IS

GIVEN ON YOUR VEHICLE (VIZ. PARTS REPLACEMENT, FREE
SERVICES ETC.)?

Table
Rating No. of Customer Percentage
good 25 50%
average 20 40%
Bad 5 10%

50
45
40
35
30
25 GOOD
20 AVERAGE
15 BAD
10
5
0
NO. OF
CUSTOMER
QUESTION-10

HOW MUCH YOU SATISFIED WITH THE AVAILIBLITY OF SPARE

PARTS OF THE VEHICLES BY DEALERS?

Table

Response No. of Customer Percentage

satisfied 30 60%
Somehow 15 30%
satisfied
Not satisfied 5 10%
 60

50

40 SATISFIED
30
SOMEHOW
20 SATISFIED
NOT SATISFIED
10

0
NO. OF
CUSTOMER

QUESTION - 11

HOW LIKELY IS THAT YOU WILL CONSIDER BUYING

ANOTHER MARUTI SUZUKI VEHICLE IN FUTURE?

Rating No. of Customer Percentage

Very Likely 44 88%
Quite Likely 2 4%
Possibly 3 6%
 Unlikely 1 2%
Very Unlikely 0 0%

90
80
70
60
VERY LIKELY
50
QUITE LIKELY
40 POSSIBLY
30 UNLIKELY
20 VERY UNLIKELY
10
0
NO. OF
CUSTOMER

QUESTION-12
HOW WOULD YOU RATE YOUR EXISTING MARUTI SUZUKI
VEHICLE IN COMPARISON WITH COMPETITORS?

Rating No. of Customer Percentage

Outstanding 44 88%
Good 2 4%
Acceptable 3 6%
Poor 1 2%
V. Poor 0 0%

90
80
70
60 OUTSTANDING
50 GOOD
40
ACCEPTABLE
30
POOR
20
V.POOR
10
0
NO. OF
CUSTOMER
 LIMITATIONS OF THE STUDY

Although the study was carried out with extreme enthusiasm and careful planning there are
several limitations, which handicapped the research viz,
1. Time Constraints:
The time stipulated for the project to be completed is less and thus there are chances that some
information might have been left out, however due care is taken to include all the relevant
information needed.
2. Sample size:
Due to time constraints the sample size was relatively small and would definitely have been
more representative if I had collected information from more respondents.
3. Accuracy:
It is difficult to know if all the respondents gave accurate information; some respondents tend
to give misleading information.
4. It was difficult to find respondents as they were busy in their schedule, and collection of
data was very difficult. Therefore, the study is based on the availability of respondents.
ANALYSIS &
CONCLUSION
 Analysis & Interpretation

Analysis & Interpretation of every question is mentioned below:

Question – 1
Interpretation:
In this the satisfaction level of the respondents or customers regarding services offered
by the company is analyzing. Out of 50 customers, 42 are completely satisfied and 8 are
not satisfied with this.42 of the customer thinks that the different services offered by the
company like discount on spare parts, free service, tow away assistance etc are good. But
8 of them are not satisfied with these services. They said that maruti Suzuki dealers
representatives are not completely obeys the procedure regarding this schemes, they were
not disclosed each and every fact while providing these different kinds of services.

Question-2
Interpretation:
In this the customers having different models owned by them is analyzed and the preferred
model is also analyzed. Out of 50 customers 10 customer is having alto, because they think
that price of alto is less as compared to other models. 5 having alto k-10,they
think that it is better than alto , the body shape is nice and air condition is very
effective. 8 having wagon r, they think that in some more price payment they are
getting higher model as comparison to maruti alto and alto k 10, 5 having swift dzire,
because they think that is comfortable in long route journey, having large boot space
and having best a.calso. The mileage is best and price is also negotiable and rest 20
having swift, youngsters are mostly preferred this model. It is also having sporty look.
Hence swift is the mostly preferred model owned by mostly customers.

Question – 3
Interpretation: -
In this the quality of the product or vehicle is analyzed. Out of 50, 40 of them sad yes
i.e completely satisfied and 10 are unsatisfied with the quality. Satisfied customer are
having thinking that all parts included in the vehicle is good, smooth in running, the
metal used is also of good quality. The unsatisfied customer thinks that plastic used in
bumpers, dashboard is of low quality.

Question - 4
Interpretation: -
In this the factors which motivated the customer to buy the product of maruti Suzuki is
analyzed i.e , price , quality and durability. Out of 50 customers, 15 customer thinks
that reasonable price of maruti Suzuki vehicles motivated them to buy that product. 25
talks about the good quality of the product and rest 10 customer considered it as durable
product. These are the different factors which motivated customers to buy the product.

Question – 5
Interpretation:-
In this the response of customers towards the reliability of the product is analyzed. Out
of 50 customer 35 thinks that is very reliable product. 10 feels it as somehow reliable
product. And rest 5 customers said maruti Suzuki product as not reliable product.

Question – 6
Interpretation:-
In this the versality of the maruti Suzuki product is analyzed.Out of 50 customers, 44 of
the customer rated maruti product as complete versatile product, 2 of them rated it as
good and 3 other as acceptable.

Question – 7
Interpretation:
In this the satisfaction level of the customers towards the registeration of complaints
towards the dealership is analyzed. That is how much the customer satisfied with the
procedure of registering complaints. Regarding this , out of 50 customers 35 of the
customers are very satisfied with this procedure. According to them, the procedure is
good and beneficial for them. 10 customers are somehow satisfied with this and rest 5
customers are not satisfied with this procedure.

Question - 8
Interpretation:-
In this it is analyse that how is the overall quality of the service provided by the dealers
of the company. How many customers are satisfied by this and what are the different
ratings given by them. Out of 50 customers, 30 gives it as outstanding, 10 give it as as
good, 5 as acceptable but out of them 5 are also rating as poor. The customers giving
outstanding rating thinks that maruti Suzuki dealers are cooperated in each manner with
the customer and there all complaints solved successfully.

Question – 9
Interpretation:-
Warranty includes several aspects including the parts replacement, free services and
other benefits, which an particular dealers provides to the customer. Regarding this out
of 50 customer, 25 are rated this warranty service as good, They are satisfied
completely with the warranty given by the maruti Suzuki.20 customers gives it as
average in warranty services. Rest 5 of them rated it as bad also.

Question – 10
Interpretation:-
The spare parts means the parts changing during the service or in warranty period of
the vehicle. Out of 50 , 30 customers satisfied with the maruti Suzuki availability of
spare parts , they think that every spare parts is easily available at reasonable price on
dealers. 15 of them somehow satisfied with this and rest 5 of the customers not satisfied
with the service or availability of spare parts.

Question – 11
Interpretation:-
In this the mind set or perception of customer is analyzing towards the buying of another
maruti Suzuki vehicle in future. Out of 50 customer, 44 are very likely to buy another
maruti vehicle in future, 2 of them quite likely to buy it and 3 are possibly to buy it and 1
of them is unlikely to buy the maruti suzuki product. The reason behind very likely to
purchase is that they think maruti Suzuki vehicle as reliable, good, best. The price , quality
is also good, which changes the mindset of customers towards purchasing some
maruti vehicle in future. Amongst them there are some customers also who unlikely to
buy it, because they think that price of product is so high, there expectations are not
fulfilled in maruti product.

Question– 12
Interpretation
In this the comparison of maruti Suzuki is with other competitors in relation to price,
quality, performance and availability of spare parts is there. Hence out of 50 customers,
44 give it as outstanding, 2 of them rated as good, 3 of them rated as acceptable and
rest 1 customer rated it as poor also. The reason behind giving outstanding rating or
response is that they thinks that price , quality, performance, mileage etc are good as
compared to other vehicles of same nature. In there opinion maruti is best in
automobile industry. Amongst them some of them also give it poor rating also because
of there non satisfaction.
CONTRIBUTION &
LEARNING FROM
THE PROJECT
 Contribution & Learning From the Project

The project entitled “CUSTOMER SATISFACTION” has helped me in studying about

the services and products offered to consumers by the organization.
Since the opening up of the organization, MARUTI SUZUKIare in the fray each one
trying to cover more market share than the other. But the most important thing that create
a good name to any organization is its services and products that can well satisfy its
customers hence customer satisfaction is very crucial and important tool of business.

In short, I would like to say that the very act of the concerned management at MARUTI
SUZUKIin critically examining consumer satisfaction towards all products and services
of the company is a step in their continual mission of making all round improvements as
a means of progress.
I found in this research that many of the customers are completely satisfied with its
product and overall services but some of them are not satisfied also. So there is need to
satisfy those customers and rating maruti Suzuki should be outstanding in all aspects.
I am sure the company has a very bright future to look forward to and will be a trailblazer
in its own right.
BIBLIOGRAPHY
 Bibliography

Books
Marketing of Services, Cengage
Mathur U C , Rural Marketing Text and Cases, Excel Books
Barry Berman , Joe
Swapna Pradhan, Retailing Management, Tata McGraw
Hill Kotler Philip, Marketing Management 13th Edition,
, Principles of Marketing, Pearson,
Marketing Integrating Customer Focus Across the Firm,

WEBSITES:

www.wikipedia.org
www.naukrihub/customersatisfaction.com
www.google.co.in/search?q= customer + satisfaction & rls = com
www.hclinfosystems.in
www.google.com
http://www.marutisuzuki.com
www. Books.google.co.in
www.HotBot.Com
www.Bing.In
www.wikipedia.org/marutisuzuki
 APPENDICES

Questionnaire

Name…………..
 Mobile No………..
Email ID…………
Profession………..

Question 1: How many of you satisfied with overall services offered by company?
 satisfied

 not satisfied

Question 2: Which different models do you like to purchase of maruti suzuki?

 alto
 alto k 10
 wagon r
 swift
 swift dzire

Question 3: Do u satisfied with the quality of the product?

 yes

 no

Question 4: Which factor motivated you to buy product of maruti suzuki ?

 price
 quality
 durability

Question 5: How much you feel maruti suzuki as reliable product?

  very reliable
 somehow reliable
 not reliable

Question 6: How would u rate the versatily of maruti suzuki product?

 outstanding
 good
 acceptable
 poor

Question 7: How much you satisfied with registeration of your complaintswith

dealership?
 Very satisfied

 Somehow satisfied

 Not satisfied

Question 8: How much you describe the overall quality of service backup from dealers
of co?
 outstanding
 Good
 Acceptable
 Poor
 V. poor

Question 9: How would you rate about the warranty which is given on your vehicle ?
 good
 average
 bad

Question 10: How would you describe the overall quality of service backup from the
dealer of the company?
 Outstanding
 Good
 Acceptable
 Poor
 V. poor

Question 11: How would you rate that way warranty was handled on your machine
(viz. Parts replacements, free service, etc?)
 Outstanding
 Good
 Acceptable
 Poor
 V. poor

Question 12: What would you say that the overall performance of MARUTI SUZUKIin
comparison to competitors, compares in related to price, quality, performance and
availability of spare parts?
 Outstanding
 Good
 Acceptable
 Poor
 V. poor