ARYABHATTA KNOWLEDGE

UNIVERSITY
SUZUKI

SUBMITTED BY

SHUBHAM RAJ

In partial fulfillment of the requirements for the award of Degree Of

BACHELOR OF BUSINESS ADMINISTRATION

UNDER GUIDANCE

of

Ms. SOUMYA SHUKLA

Asst. Professor ISM, Patna

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INTERNATIONAL SCHOOL OF MANAGEMENT,
PATNA

PROJECT APPROVAL

PROJECT REPORT

ON
CUSTOMER RELATIONSHIP MANAGEMENT

PREPARED BY

SHUBHAM RAJ

(REG. NO.- 18302313061)

IS EXAMINED AND APPROVED

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Internal Examiner External Examiner

CERTIFICATE

Certified that this is a Bonafide record of the project work entitled

“SUZUKI”

prepared by

SHUBHAM RAJ

(Reg. no.-18302313061)

BBA 5th semester, International School of Management, Patna

in the year 2020 inpartial fulfillment of the requirements to the

award of Degree Bachelor of Business Administration of

Aryabhatta Knowledge University, Patna.

ASSIST PRO. SOUMYA SHUKLA

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 Project Guide

INDEX

I) DECLARATION…………………………………………………………………………...................07
II) ACKNOWLEDEGEMENT……………………………………………………………... .............09
III) ABSTRACT……………………………………………………………………..............................10
IV) EXECUTIVE SUMMARY.................................................................................11-12

1. INTRODUCTION 13-15

1.1.1 ABOUT INTERNSHIP ………………………………………………………………….….......13

1.1.2 MY INTERNSHIP........................................................................................13

1.1.3 TOPIC CHOSEN FOR THE RESEARCH STUDY …...…………………………...........13

1.1.4 NEED FOR THE STUDY……………………………………………………………….........13-14

1.2 OBJECTIVES ………………………………………… ..................................................14-15

1.2.1 OPPORTUNITY OF THE LEARNING…………………………………………………............15

2 LITERATURE REVIEW 16-32

2.1 ACCORDING TO CHEN (2003).....................………………………………….........................16

2.2 ACCORDING TO GREENBERG (2004)..............................................................................16

2.3 ACCORDING TO PEPPERS AND ROGERS (1999)............................................................16

2.4 ACC0RDING TO GOLDENBERG (2004).................................................................................17-18

2.5 SUZUKI MOTERCYCLES GLOBAL HISTORY........................................................................19

2.6 COMPANY PROFILE.......................................................................................................................20-21

2.7 MISSION OF THE SUZUKI.....................................................................................................................22

2.8 GROWTH OF REPORT...........................................................................................................................23-25

2.9 FACILITIES..............................................................................................................................................25-28

2.10 PRODUCT OF SUZUKI MOTERCYCLES.........................................................................................29

2.11 SUZUKI WARRANTY POLICY.........................................................................................................29

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2.12 MAJOR COMETITORS.............................................................................................................................29

2.13 CUSTOMER SATISFACTION IN 7 STEPS..........................................................................................30-32

3.1 RESERACH METHODOLOGY 33-36

3.2 RESEARCH DESIGN.................……………...............................................33

3.3 SOURCE OF DATA...............................................................................34

3.4 DATA COLLECTED METHOD.............................................................34-36

4 DATA ANALYSIS AND INTERPRETATION 37-

47

. 1 AGE WISE CLASSIFICATION.................................................................37-38

2 GENDER WISE CLASSIFICATION............................................................38

3 MARITAL STATUS CLASSIFICATION........................................................39

4 OCCUPATION - WISE CLASSIFICATION ..................................................40

5 INCOME- WISE CLASSIFICATION............................................................41

6 MAINTENANCE – WISE CLASSIFICATION..................................................42

7 PRODUCT- WISE CLASSIFICATION............................................................43

8 HOW DID YOU GET KNOW ABOUT SUZUKI ...........................................44

9 EXPECTATION- WISE CLASSIFICATION.....................................................45-46

10 COMPETITION- WISE CLASSIFICATION ..................................................46-47

5 CONCLUSION AND SUGGESTION 48-

55

5.1 FINDINGS.........................................................................................................48

5.2 CUSTOMER REVIEW..........................................................................................49

5.3 SWOT – ANALYSIS..........................................................................................50-51

5.4 LIMITATION..................................................................................................52

5.5 RECOMMENDATIONS......................................................................................53-54

5.6 CONCLUSTION..................................................................................................55

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BIBLIOGRAPHY...................................................................................................56

APPENDIX.............................................................................................................57-59

TABLE OF CONTENTS

Chapter No. Contents Page No.

1 Introduction 13-15
1.1 ABOUT INTERNSHIP
1.2 0BJECTIVES
2 Literature Review 16-32

3 Research Methodology 33-36

4 Data Analysis and Interpretation 37-47

5 Conclusion and Suggestions 48-55

References 56

Appendices 57-59

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 I. DECLARATION

I SHUBHAM RAJ hereby declare that the project report entitled on “A study on
CUSTOMER RELATIONSHIP MANAGEMENT” with reference to SUZUKI
BRANCH PATNA CITY Prepared by me under the guidance of Prof. SOUMYA
SHUKLA Faculty of BBA Department in INTERNATIONAL SCHOOL OF
MANAGEMENT PATNA

I also declare that this project work is towards the partial fulfilment of the
university regulation for the award of degree of Bachelor of Business
Administration in Aryabhatta Knowledge University, Patna.

I have undergone the project for the period of 4 weeks. I further declare that this
project is based on the original study undertaken by me and not has submitted
for the award of any degree/Diploma from any other university or institution.

Place: Patna Name:

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 SHUBHAM RAJ
Date: 3 Dec 2020 Reg. No: 18302313061

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 II. ACKNOWLEDGEMENT

The college International School of Management, Patna is itself a source of Inspiration. I

feel indebted to the Institute which provided me an opportunity to undergo the BBA
course.

It is my privilege to have the opportunity for expressing my deep sense of gratitude and
humble regards to all those people who guide and helped in accomplishing this project
work under the course “BBA1821” submitted as partial fulfilment for the award of the
degree of “Bachelor of Business Administration (BBA)”.

I would like to acknowledge many people who shown interest and have also put great
efforts towards my project. I would like to thank my internal guide Prof. Ms SOUMYA
SHUKLA, BBA department, INTERNATIONAL SCHOOL OF MANAGEMENT

My revered father and mother who nursed me since infancy, is also a perennial source
of inspiration to continue study. I pay my humble respects to them. Last but not least,
my friends who also motivated and assisted me time to time in accomplishment of this
Project work.

I express my gratitude to those who help me directly or indirectly leading to

accomplishment of the Project.

I express my sincere thanks to all the staff of BBA department of ISM for their valuable
suggestions in fine tuning the report.

SHUBHAM RAJ

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10 | P a g e
 III. ABSTRACT

This report includes “A study on CUSTOMER RELATIONSHIP MANAGEMANT with

reference to SUZUKI”. SUZUKI I s one of the best discount retailers in the
Country, its main aim is to offer a discount-based service to the consumers
in the society. And it primarily movements on discount base activities the
primary impartial of the education is to bargain available the part for Retail
Management in the inspiration of purchasing of the customer.

The project is accepted to carry out under the direction of SUZUKI a discount
retail store located at Patna City.

The major reason for the projects to catch out the Customer relationship
management will affect the customer view towards the particular goods in
the store. As for the need of the study I have taken a partly secondary data
and primary data.

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 IV EXECUTIVE SUMMARY

Satisfaction is a person’s feeling of pleasure or disappointment resulting from a comparing

perceived performance in relation to his or her expectation. If the performance falls short of
expectation, the consumer is dissatisfied. If the performance matches the expectations, he
consumer is satisfied. If the performance exceeds expectation, the customer is highly
satisfied or delighted.

The study widely concentrates on the level of satisfaction amongst customers for which I did
Exploratory Research to check the satisfaction level amongst the customers of Suzuki Access
. This research was conducted in the Patna city.

To meet the research objectives, following activities have been performed.

 An extensive search of relevant literature from news articles, internet, books. This
step guided the development of the methods and instruments for collecting data.
 Designing the questionnaire.
 Survey has been carried away by, one-on-one interviews. The Survey
included open-ended questions, dichotomous questions, and multiple choice
question.

 To know the image of product in the mind of consumer.

 To compare the level of satisfaction before purchasing and after purchasing the
Scooter.
 To find out where people want to see the promotion schemes
 To find out suitable location preferred by consumer

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  To know the most popular media for advertisement
 To check the loyalty of the consumer towards the Suzuki brand
 To know the most motivating factor for purchasing the bike
 To know the preferable price from the customer
 During this research it was found that Suzuki’s launched Access 125 has increased its
market share by attracting new customers and helped to retain its old customers.

SMPIL, a company that is known for combining technology, quality and performance in their
two wheeler, had taken an initiative to introduce some of their performance driven two
wheeler in India this year. Suzuki has reported a growth of 47.66% in sales in the month of
December ‘09 at 14806 units compared to 9986 units same month last year. This increase of
sales is attributed to the tremendous response from the new product GS150R and ACCESS
125.

Suzuki would have to constantly innovate and come up with new products to maintain its
dominance in the segment.

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 CHAPTER -1

1.1 INTRODUCTION ABOUT THE INTERNSHIP

1.1.1 ABOUT INTERNSHIP
An internship is a professional learning experience that offers meaningful, practical
work related to a student's field of study or career interest. ... A quality internship:
Consists of a part-time or full-time work schedule that includes no more than 25%
clerical or administrative duties.

1.1.2 MY INTERNSHIP

SUZUKI MOTERCYCLE INDIA PRIVATE LIMITEED is a subsidiary of Suzuki motor corporation ,

Japan where we are having the same manufacturing philosophy of VALUE PACKED
PRODUCTS right from the inception.

SUZUKI is the part of automobile business through participating some of the Indian most
popular retail journey. It aims to establish long lasting and mutual relationship with the
customers which will increase customer value and optimize profitability.

1.1.3 TOPIC CHOSEN FOR THE RESEARCH STUDY

Through this internship have worked on different tasks of CUSTOMER RELATIONSHIP

MANAGEMENT (CRM) . Various CRM programs have been developed which can contribute
an economic value to the company and gives competitive advantages to improve customer
service.

SUZUKI believes that “VALUE-PACKED PRODUCTS” come from the

effort to carry out Product development from customer’s point of view. This
policy has been in effect since Company’s inception and has helped the
Organization to meet customer’s needs. As a result, Suzuki’s Products have become well
received throughout the world.

1.1.4 NEED FOR THE STUDY:

• To analyse the customer that to believe customer relationship management is major part
while shopping or else.

• To know the consumer buying performance and expectation in the direction of CRM.

• To know the different features that influence the purchaser buying actions.

• To find out how to keep hold of and maintain the customer with creative and good
looking CRM.

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• To know what make the customer shop at the SUZUKI.

• To know the customer expectation in CRM.

• To know their customer’s needs & wants in a customize way _

• By continuously maintaining communication with customer, retailer can know their

changing demands & can bring innovative products.

• To record Customer purchases and to deliver the desired products quickly in the hands of
their customer.

• By applying CRM , a retailer can know there most profitable and less profitable customer.

1.2 OBJECTIVES :

1. Improved customer satisfaction

Happy customers are loyal customers and they also offer good word of mouth
advertising, which can be invaluable. Making customer satisfaction the primary goal
of your CRM campaign is the surest way to improve your bottom line. This can be
achieved by fostering increased customer engagement via social networking sites
and various mobile platforms. You can consider implementing surveys or creating an
interactive blog. Actively soliciting feedback from your clients will help you determine
which actions and activities will make them more content with the services or
products they are receiving.

2. Improve the Efficiency Of Your Business

 CRM can help you eliminate redundancies in your marketing campaigns by allowing
you to intuit which stage of the purchasing process each returning customer is in.
You can send out marketing materials that are targeted to specific interests and
purchasing abilities, rather than transmitting general messages that are far less likely
to generate an optimal amount of attention. Given that branding is one of the most
costly and time-consuming aspects of building your business and garnering more
attention for it, seeking to improve overall efficiency in a way that will foster a better
reputation is a vital addition to your top CRM objectives and goals.

3. Expand You Customer Base

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 It is important to note that CRM is not just for managing the customers you already
have. A CRM program that is linked to a high-quality knowledge management
platform will allow you to stay in contact with prospects that have yet to convert. It
will also allow you to identify commonalities and relationships among the clients that
you already have, so that you can hone and improve your future efforts in outreach.
A larger customer base will allow for increased continuity in profits, even in a
seasonal industry.

4. Enhance Your Sales and Support Teams

One of the most important CRM objectives to consider is enhancing your team. By
better learning the needs of the people you service, you can become increasingly
adept in identifying the right talent to provide these services. Talent management
software, HR management software and other cloud-based tools can help you
increase the value of your trained employees. Much like your current customers,
your talent is among your top assets.

More importantly, CRM will give you a guideline for any professional development
plans that you wish to implement and make mandatory among all employees.
 

OPPORTUNITY OFTHE LEARNING:

 The education intended of cover the phase of CRM at the SUZUKI.

 Manage your leads and sales opportunities in a centralised database of prospects
and customers
 Create tasks to remind you of important activities
 Track sales opportunities against marketing campaigns to understand ROI
 Keep track of important contacts and their roles within the buying process
 Record and share competitor activities, strengths and weaknesses
 Automatically create new customer contracts and projects on the successful
winning of a new sales opportunity

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 CHAPTER – 2

LITERATURE REVIEW

Customer Relationship Management (CRM) has become one of the most dynamic technology
topics of the millennium.

2.1 According to Chen and Popovich (2003),

CRM is not a concept that is really new but rather due to current development and advances
in information and enterprise software technology, it has assumed practical importance. The
root of CRM is relationship marketing, which has the objective of improving the long-term
profitability of customers by moving away from product-centric marketing.

Bose (2002) noted that CRM was invented because the customers differ in their preferences
and purchasing habits . If all customers were alike, there will be little need for CRM. As a
result, understanding customer drivers and customer profitability, firms can better tailor their
offerings to maximize the overall value of their customer portfolio (Chen and Popovich) .
The attention CRM is currently receiving across businesses is due to the fact that the
marketing environment of today is highly saturated and more competitive (Chou et al, 2002) .

2.2 According to Greenberg (2004),

CRM generally is an enterprise-focused endeavor encompassing all departments in a

business . He further explains that, in addition to customer service, CRM would also include,
manufacturing, product testing, assembling as well as purchasing, and billing, and human
resource, marketing, sales and engineering. Chen and Popovich (2003) argued that CRM is a
complicated application which mines customer data, which has been retrieved from all the
touch points of the customer, which then creates and enable the organization to have
complete view of the customers. The result is that firms are able to uncover and determine the
right type of customers and predicting trend of their future purchases. CRM is also defined as
an all embracing approach that seamlessly integrates sales, customer service, marketing, field

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support and other functions that touch customers (Chou et al, 2002) . They further stated that
CRM is a notion regarding how an organization can keep their most profitable customers and
at the same time reduce cost, increase in values of interaction which then leads to high
profits. The modern customer relationship management concept was shaped and influenced
by the theories of total quality management (Gummesson) and by new technological
paradigms (Zineldin, 2000). There is however, a perceived lack of clarity in the definition of
customer relationship management, although all accepted definitions are sharing marketing
strategy, customer retention, personalization (Zineldin 2000). However, while academics
debate the subtitles of various definitions, the practitioners have developed a wealth of
applicative papers analyzing the concrete challenges and opportunities of implementing the
systems (Bacuvier et al. 2001). CRM in some firms is considered as a technology solution,
considering of individual databases and sales force automation tools and sales and marketing
functions so as to improve targeting effort.

2.3 According to Peppers and Rogers (1999)

argued that other organizations view CRM as a tool, which has been particularly designed
for one-to-one customer communications, which is the function of sales, call centres or the
marketing departments. Accordingly Frow and Payne (2004) added that CRM stresses two-
way communication from the customer to the supplier to build the customer over time. The
two-way communication has been enhanced greatly by advances in technology particularly
the Internet. In term of information technology (IT), CRM means an enterprise –wide
integration of technologies working together such as data warehouse, web site, and
intranet/extranet, phone support system, accounting, sales, marketing and production. Kotler
(2000) assured that CRM uses IT to gather data, which can then be used to develop
information acquired to create a more personal interaction with the customer. In the long-
term, it produces a method of continuous analysis and reinforcement in order to enhance
customer’s lifetime value with firms.

2.4 According to Goldenberg (2000)

believes that CRM is not merely technology applications for marketing, sales and services
but rather when it is successfully implemented ; it enables firms to have crossfunctional ,
customer-driven , technology-integrated business process management strategy that
maximses relationships. Chin et al (2003) stated that that due to many technological solutions

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available for CRM automation, it is often misconstrued as a piece of technology. But they
maintained that in recent times many companies have realized the strategic importance of
CRM, and as a result, it is becoming a business value-effort rather than technology- centric
effort. Using information technology as an enabler, CRM strategy leverages key functional
areas to maximize profitability of customer interactions (Chen and Popovich, 2003). It has
been recognized that technological advancements and innovations , keen competitive
marketing environment , coupled with the internet are main drivers of present and future
customer profitability which makes it possible to appropriately and proportionately allocate
firm’s resources to all functional areas that affect customer relationship ( Chou et al , 2003).
For customers, CRM offers customization, simplicity and convenience for completing
transactions irrespective of the kind of channel of interaction used (Gulati and Garino, 2000).
Many businesses today realize the importance of CRM and its potential to help them achieve
and sustain a competitive edge (Peppard, 2000). This view was further boosted by Bose
(2002) that as a result of changing nature of the global environment and competition, firms
cannot compete favorably with minor advantages and tricks that can easily be copied by
competing firms .The implementation of CRM is an enabled opportunity to rise above minor
advantages with real focus on developing actual relationships with customers. Firms those are
most successful at delivering what customers want are the more likely to be leaders of the
future.

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2.5 SUZUKI MOTERCYCLES GLOBAL HISTORY

SUZUKI
MOTORCYCLES
GLOBAL HISTORY
In 1909 Michio Suzuki founds the Suzuki Loom Company in Hamamatsu,
Japan, He builds industrial looms for the thriving Japanese silk industry.

1937 To diversify activities, the company experiments with several

interesting small car prototypes, but none go into production because the
Japanese government declares civilian automobiles “non-essential
commodities” at the onset of WWII.
In 1952 when due to financial problems Suzuki ventured into developing clip
on engines to bicycle frames. The first model was called the Power Free
(36cc) and the follow-up model was the Diamond (60cc).

SUZUKI
MOTORCYCLES
GLOBAL
HISTOR
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SUZUKI
MOTORCYCLES
GLOBAL HISTORY
Suzuki produced its first motorcycle in 1954 called the Colleda (90cc). Suzuki built
small capacity bikes during the 50s and 60s and had only small export
success until the introduction of the X6 (T20 super six), which gave Suzuki
much name credibility. In 1962 Using MZ’s technology, Suzuki wins the
newly created 50cc class in the World Championship.
1971 The GT7The Water Buffalo was introduced in 1971 in America and
the Kettle in Britain - both the same GT750 bike and the start for Suzuki to
enter the super bike market. The GT750 wasn't a very impressive machine
and also couldn't match the other bikes in the market at the time. Once again
the production kept going based on its demand for good price and reliability.
In 1974 The RE5 is the first Japanese motorcycle with a rotary engine. It
cost a fortune to develop and, while not bad, it’s a commercial disaster. After
two years, the company abandons the project, and there are rumors the
tooling was dumped into the sea so that Suzuki managers would never have
to see it again.

2006 The M109R, Suzuki’s flagship V-Twin cruiser is powered by a

1783cc V-Twin engine with 112mm bore and 90.5mm stroke. It has the
largest reciprocating pistons in any production passenger car or motorcycle.

In 2008 The B-King is launched, powered by the 1340cc Hayabusa engine;

the B-King is Suzuki’s flagship big ‘Naked’ bike. Suzuki says it has the top-
ranked power output in the naked category.
.

2.6 C0MPANY PROFILE

AMIT SUZUKI PVT.LTD (AUTHORIZED DEALER OF SUZUKI)

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Amit Suzuki (Amit Automobiles) is a renowned Suzuki Showroom in heart of Patna heart of
Bihar. A complete range of Suzuki Bikes, Scotties and other products are available in a single
premise.

Manager

Mr. Sunny kumar

Patna city branch

If you are looking for a most trusted brand worldwide then you are on right place.Amit
Suzuki (Amit Automobiles) is a most trusted place in Patna for a fair deal in Suzuki Bikes,
Scotties and other products. A well crafted and designed showroom with latest Suzuki
products.

We are an Authorized Dealers for Suzuki Motors. Its our statement that we fulfill specific
requirements for our specific customers. Your satisfaction is our main motto. We are
committed to provide latest and original products of Suzuki Bikes, Scotties and others
products and accessories. We want to assure you that you will get best deal in Amit Suzuki
(Amit Automobiles) here as our sales staffs are well educated and trained for customer care.

 The organization structure of AMIT SUZUKI is as follows :

 Workshop manager
 Asst workshop manager
 Supervisor
 Receptionist
 30 workers/mechanics

Following is the procedure followed for the SUZUKI BIKES servicing

Gate Entry

Receive by service Advisor

Job Card Entry (Opening)

Estimation of Exp.

SERVICE PROCEDURE

WASHING THE BIKE

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MECHANICS / ENGINEER (BIKE

WISE)
2.7 MISSION OF THE SUZUKI

PRODUCTS”.

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 Since the founding of SUZUKI Motor Corporation, the Organization’s
Endeavour has always been to provide “VALUE-PACKED PRODUCTS” as one of
the manufacturing philosophies.

SUZUKI believes that “VALUE-PACKED PRODUCTS” come from the effort to

carry out Product development from customer’s point of view. This policy has been
in effect since Company’s inception and has helped the Organization to meet
customer’s needs. As a result, Suzuki’s Products have become well received
throughout the World.

SUZUKI is fully committed to create Products that meet customer’s demand by

utilizing its dynamic, long-nurtured technological advantage coupled with its fresh
and active human resource.

• Develop products of superior value by focusing on customers.

• Establish a refreshing and innovative company through teamwork.  Strive
for individual excellence through continous improvement.

2.8 GROWTH OF REPORT :

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It has reported a growth of 47.66% in sales in the month of November ‘09 at 14745 units
compared to 9986 units same month last year.

It has sold 14806 units in December ’09 listing a strong growth of 61% over its sales in
December ’08 despite recession. This increase of sales is attributed to the tremendous
response from the new product GS150R and ACCESS 125.

It has reported 93% growth in sales during the month of January 2010. It
sales in January ‘09 has sold 20441 units in January ‘10 listing a strong growth of 93%
over its

It has sold 21752 units in March ‘10 listing an impressive growth of 76%
over its sales in March ‘09. This increase of sales is attributed to the
tremendous response from the new product GS150R and ACCESS 125. It has great plans
for the coming year and this is only the beginning. Their objective is to offer quality
products and customer satisfaction to consumers.

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 OEMs 2008-09 2009-10 GROWTH

BAL 9,692 3,759 -61.22%

HHML 1,53,193 2,08,440 36.06%

HMSI 6,54,319 7,39,947 13.09%

KINETIC 5,522 - -100.00%

M&M 2W - 70,008 0.00%

SMPIL SMIL 85,782 1,40,983 64.35%

TVS 2,39,469 2,99,370 25.01%

TOTLE 11,48,007 14,62,507 27.40%

GROWTH REPORT IN ‘09-‘10

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 2.9

Growth
80.00%
60.00%
FACILITIES

1 ) ENVIRONMENT:

40.00% 64.35%
The philosophy of keeping “environment first” is properly percolated downwards. To comply

20.00% 36.06% 0.00%

with all applicable legislations and setting standards thereof remains only a beginning.
25.01%
13.09%
Company thrives to discover and invent mechanisms for better environment management
systems and it’s a continuous process which is managed by a separate wing of experts and

0.00%
specialist in the field.

The biggest testimony of Suzuki’s commitments towards “environment first” is seen at

Gurgaon which is built to be a Zero discharge plant.

-20.00% -61.22%
SMIPL have embraced Natural light optimization system and water harvesting systems
besides several other measures to create better and cleaner environment around us. All

-40.00%
packaging material used by Suzuki is re-cycleable. A constant flow of internal
-100.00%
communication on environment related issues not only creates awareness amongst
employees but also helps in inculcating ‘an environment friendly’ value system.

-60.00%
-80.00% 27 | P a g e
2) SHOP FLOOR SAFETY MEASURES:

SMIPL have safety guards/safety curtains to ensure Operator safety on machines. Company
has also installed robots through out the facilities to reduce the ergonomic stress on
workers. There are gas detection systems installed to eliminate any gas related accident and
fire detection system for immediate information about any fire related incident.

SMIPL have fire fighting system (manual & automatic) for immediate handling of any fire
related accident. They have a fire tender (capacity 4500 liters water and 500 liters capacity
foam).

Company try to maintain zero accident record through regular safety audit, frequent
training for staff, line associates and contractors. They organize different safety programs
and competitions to encourage employee awareness and involvement.

3) ENVIRONMENTAL UTILITY:

To take care of the health of all our employees, they maintain all international parameters
and standards for drinking water, treated water, ambient air shop floor, office and the
outside. They keep updating all these standards of health and welfare of employees through
a team of well qualified personnel in the R & D laboratory.

4) QUALITY CONTROL :

It has four main sections as follows:

 Tested by SMC Japan with their international quality standards

 Final (Vehicle) Inspection
 Market Quality

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5) PARTS INSPECTION:

 The non conformities in the parts being procured may lead to production loss &
degradation of the quality of the final output and life of the product. To ensure the
product, the dimensional, material, aesthetic & performance inspection for the
special processes are carried out on the individual parts before they are declared fit
for the assembly
 For carrying out the inspection activities effectively, we have the latest &
sophisticated machines installed in the inspection area

6) FINAL (VEHICLE) INSPECTION:

 Safety related parameters such as braking; clutch operation and other functional
defects of the vehicle
 Emission related parameters for checking the conformance of the exhaust gases with
the emission rules
 Functional & aesthetic parameters are also checked

7) MARKET QUALITY:

 To act upon the customer’s feedback received from the service department for the
up gradation of the product
 To resolve the quality issues being received from the market by visiting the suppliers
& taking the corrective & preventive measures for the same
 Monitoring for the effectiveness of the measures taken for the particular problems
through the cut off engine/ frame numbers.

8) WORK CULTURE:

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  They believe that future growth and prosperity of every employee depends on
the company’s growth and prosperity

 Organizational and individual discipline

 Continual improvement in quality and productivity

 Cost consciousness

 Customer satisfaction ( both internal and external )

 Long term goals

 Respect for laws, human beings and society

9) EMPLOYEE DEVELOPMENT:

Company's growth is based on enhancement of technical and behavioral skills of the

employees. They continually identify the performance gaps and new skills required keeping
into the company's growth in focus. They believe that Employees are the most important
assets of an organization. For enhancement of technical and behavioral skills of the
employees they organize regular training programmers. Teams from Japan often come to
the organization to impart training. Their focus is to create a healthy Environment where
individual employee can achieve maximum satisfaction.

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2.10 PRODUCT OF SUZUKI MOTERCYCLES

• SUZUKI ACCESS 125CC

• SUZUKI GS150R
• SUZUKI ZEUS 125CC
• SUZUKI HAYABUSA

2.11 SUZUKI WARRANTY POLICY

Suzuki Motorcycle India Private Limited, (SMIPL) offers warranty for all models
manufactured in its Patna city plant and sold through its authorized dealers. Suzuki
Motorcycle India Private Limited reserves the right either to replace or repair, at
their authorized dealer, free of cost, those parts which may be found on examination
to have manufacturing defect within 2 years from the date of sale (or) first 30,000
kms whichever occurs earlier of its operation.

If any of the free or paid service is not done as per schedule, the warranty tends to stand void.
Parts of the vehicle have been subjected to misuse, accident, and negligent treatment, use of
bad quality parts which are not manufactured (or) not recommended for use by SMIPL on
their motorcycles. Parts of the motorcycle

. Parts of the motorcycle getting rusted or their plating or painting coming off due to
atmospheric condition like Sea Breeze and Industrial Pollution.

Motorcycle used for any Competition (i.e.) Rallies (or) Races, if it is used for any
commercial purposes like Hiring etc. SMIPL undertakes no liability in the matter of any
consequential loss (or) damage caused due to failure of the parts. Parts repaired (or)
replaced under this warranty are warranted only for the original warranty period of
Suzuki motorcycles. Consumables like Engine Oil, TFF Oil, Grease, used for the
warranty repair are not covered under the application of the warranty.

2.12 MAJOR COMETITORS

 HERO HONDA MOTERS LIMITED.
 TVS MOTERS LTD.
 YAMAHA MOTER INDIA
 ROYAL ENFIELD MOTORS LTD.

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2.13 CUSTOMER SATISFACTION IN 7 STEPS

It's a well known fact that no business can exist without customers. In the business of
Website design, it's important to work closely with your customers to make sure the site or
system you create for them is as close to their requirements as you can manage. Because
it's critical that you form a close working relationship with your client, customer service is of
vital importance. What follows are a selection of tips that will make your clients feel valued,
wanted and loved.

1. ENCOURAGE FACE-TO-FACE DEALINGS:

This is the most daunting and downright scary part of interacting with a customer. If you're
not used to this sort of thing it can be a pretty nerve-wracking experience. Rest assured,
though, it does get easier over time. It's important to meet your customers face to face at
least once or even twice during the course of a project. Suzuki believes that if a potential
client spends over half the meeting doing the talking, you're well on your way to a sale. In
SMPIL always face to face dealing with customer

2. RESPOND TO MESSAGES PROMPTLY & KEEP YOUR CLIENTS INFORMED:

This goes without saying really. We all know how annoying it is to wait message and you'll
contact them about it as soon as possible. Even if days for a response to an email or phone
call. It might not always be practical to deal with all customers' queries within the space of a
few hours, but at least email or call them back and let them know you've received their
you're not able to solve a problem right away, let the customer know you're working on it.

Suzuki always listen customer problem and solve his queries and always have
communication with customer.

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3. BE FRIENDLY AND APPROACHABLE:

It's very important to be friendly, courteous and to make your clients feel like you're their
friend and you're there to help them out. There will be times when you want to beat your
clients over the head repeatedly with a blunt object - it happens to all of us. It's vital that
you keep a clear head, respond to your clients' wishes as best you can, and at all times
remain polite and courteous.

In Suzuki showroom all workers are trained and well behave with customer. Suzuki
showroom’s staff very friendly with clients.

4. HAVE A CLEARLY-DEFINED CUSTOMER SERVICE POLICY:

This may not be too important when you're just starting out, but a clearly defined customer
service policy is going to save you a lot of time and effort in the long run. If a customer has a
problem, what should they do? If the first option doesn't work, then what? Should they
contact different people for billing and technical enquiries? If they're not satisfied with any
aspect of your customer service, who should they tell?

There's nothing more annoying for a client than being passed from person to person, or not
knowing who to turn to. Making sure they know exactly what to do at each stage of their
enquiry should be of utmost importance. So make sure your customer service policy is
present on your site -- and anywhere else it may be useful.

In Suzuki all terms & conditions are clearly mentioned so that no doubt in customer mind.

5. ATTENTION TO DETAIL (ALSO KNOWN AS 'THE LITTLE NICETIES'):

Have you ever received a Happy Birthday email or card from a company you were a client
of? Have you ever had a personalized sign-up confirmation email for a service that you could
tell was typed from scratch? These little niceties can be time consuming and aren't always
cost effective, but remember to do them.

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Even if it's as small as sending a Happy Holidays email to all your customers, it's something.
It shows you care; it shows there are real people on the other end of that screen or
telephone; and most importantly, it makes the customer feel welcomed, wanted and
valued.

Suzuki has keep detail of all customers and make them happy on specific occasion.

6. ANTICIPATE YOUR CLIENT'S NEEDS & GO OUT OF YOUR WAY TO HELP

THEM OUT:

Sometimes this is easier said than done! However, achieving this supreme level of
understanding with your clients will do wonders for your working relationship.

Suzuki always tries to know about customer needs and make the product according to
them.

7. HONOUR YOUR PROMISES:

It's possible this is the most important point in this article. The simple message: when you
promise something, deliver. The most common example here is project delivery

dates.Clients don't like to be disappointed. Sometimes, something may not get done,

or you might miss a deadline through no fault of your own. Projects can be
late, technology can fail and sub-contractors don't always deliver on time.

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 CHAPTER -3

3.1 RESERACH METHODOLOGY

Survey research is the systematic gathering of information from respondentsfor
the purpose of understanding and/or predicting some aspects of the behaviors
of the population of interest. It is the most common method of collecting primary
data for marketing decisions. Survey can provide data on attitudes, feelings,
beliefs, past and intended behaviors, knowledge, ownership, personal
characteristics and other descriptive items.

Survey research is concerned with administration of questionnaires. The survey research

Must be concerned with sampling, questionnaires design, questionnaire administration and
data analysis. The administration of questionnaire to an individual or group of individuals is
called an interview. A questionnaire is simply a formalized set of questions for eliciting
information. As such, its function is measurement and it represents the most
common form of measurement in marketing research.

The report has been prepared on the basis of information collected from different

sources. In order to achieve the objective of the project proper research method

was applied. After giving through brain storming session, objectives were selected

and the set on the base of these objectives, A questionnaire was designed major

emphasis of which was gathering new ideas or insight so as to determine and bind

3.2 RESEARCH DESIGN

This study is a mix of explorative and formal methodologies adopting monitoring and
observing to study the dealerships in Patna city and communication to elicit
responses from customers. This is a cross sectional
study done during the months March-May.

The study also aims at findings out the customer satisfaction level of
SUZUKI ACCESS 125cc.For the customer satisfaction study a questionnaire was
formulated containing 22 questions which were sent out for response mainly through
personal interviews of customers. Results of this step formed the basis of the
recommendations given to the company.

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3.3 SOURCE OF DATA
The report has been prepared as per the information obtained from two
sources. They are:

 Primary data
 Secondary data

1 PRIMARY DATA:

The primary data is that which details we collect first time from the market and also used

first time in the research. To collect the primary data structured non disguise questionnaire is

prepared. Primary Data was very crucial to collect so as to know various past & present

consumer views about bikes/scooter and to calculate the market share of this brand in

regards to other brands. Fresh primary data was collected by taking direct filling of a

questionnaire from customer which involved face to face, all the Suzuki

customer who visited the dealership showroom for the service of their
bikes/scooters were questioned in order to find out the behavior of customer.

2 SECNDARY DATA :

Secondary data are those which has been collected by some one else and2. SECONDARY
DATA: which already have been passed through statistical process. When the
secondary data are sufficient, the researcher has to be satisfied with the primary sources of
data. Secondary data can be used as bases for comparison with primary data have been
collected by questionnaire. Secondary data has been taken from internet, newspaper,
magazines and companies web sites.

3.4 DATA COLLECTED METHOD

Researcher instruments is the tool by which the researcher can do research on specific
problems or objective. The most popular researcher instrument for collection data is
“Questionnaire” for a particular investigation. It is simple for a moiled set of questions
presented to respondents for their answers. Due to this flexibility, it is most common
instrument used to collect the primary data. During the pre- testing of questionnaire, I
seen the reaction of respondents and suggestions required to make change in
research instrument. The questionnaire contains three types of question.

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1) OPEN-ENDED QUESTION :
It is helpful in knowing what is uppermost in the mind of the
respondents. It gives complete freedom to the respondent.

2) DICHOTOMOUS QUESTION:
It has only two answers in form ‘yes’ or ‘no’,2)
DICHOTOMOUS QUESTIONS:-
‘true’ or ‘false’, ‘use’ or ‘do not use’. So the respondent is offered two or more
choice.
3) MULTIPLE-CHOICE QUESTION:
In this, the respondent is offered two or more choice.3)

 SAMPLE DESIGN

Sampling is a process of obtaining. The information about the entireAMPLE

DESIGN population by examine a part of it .The effectiveness of the research depends on
the sample size selected for the survey purpose. For the customer satisfaction
study a sample of 100 persons was chosen from the Suzuki’s dealership in Patna city.

 SAMPLING PLAN:

Data collected has been analyzed and interpreted by using simple percentage
method and finally the data is presented in graphs and charts.

 SAMPLING FRAME :

 Customers visiting showrooms for the servicing their motorcycles.

➢ Shopping malls, supermarkets ,markets and college parking etc.

 SAMPLE SITE:

The survey was conducted in Patna city.

 SAMPLING UNIT:

It means “Who is to be surveyed”. Here target population is decided and it is who are
interested to purchase “Scooter” and sampling frame is developed so that every one in the
target population has known chance of being sampled. So the survey is conducted
particularly in Patna City.
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  SAMPLE SIZE:-

For the purpose of proper survey, there is need of perfect research

instruments to find out sample size for more accurate result about buying behavior of
scooter. The sample size is 100 respondents.

 SAMPLING METHOD :-
A Stratified random sample is one where the population is divided in to mutually
exhaustive strata or sub-group and then a simple random is selected within each of strata
on age groups, occupation etc. It may be noted that stratification does not means absence
of randomness. I use a simple random sampling method.

CHAPTER - 4

DATA ANALYSIS AND INTERPRETATION

1) AGE-WISE CLASSIFICATION

AGE (IN YEARS) NO. OF RESPONDENTS PERCENTAGE (%)

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 OJ18-25 49 49

26-35 26 26

36-45 19 19

46 & ABOVE 6 6

ANALYSIS:

 The bellow pie chart is showing that the customers of Access 125 are
mainly coming from the age group of 18-25 that is around 49% because
that people of this age group are passionate and are style freaks,
 we can say that Popularity of Access 125 is available in the age of 26-35
(around 26%) also because of its reputation in the world market.

46 &
above
36-45
18-25

26-35

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 MALE
FEMALE

2) GENDER-WISE CLASSIFICATION

MALE FEMALE

GENDER 71 29

PERCENTAGE (%) 71 29

ANALYSIS:

Figure shows 71% male and 29% female.

3) MARITAL STATUS CLASSIFICATION

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 MARRIED UNMARRIED

MARITAL STATUS 51 49

PERCENTAGE (%) 51 49

UNMARRIED
49%

MARRIED
UNMARRIED

MARRIED
51%

ANALYSIS:

In this pie chart it is very much clear that 51% of the Access 125 Customer is mainly married
& 49% unmarried, so Suzuki launch Access 125 is mostly being accepted by the family
oriented people.

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 4) OCCUPATION-WISE CLASSIFICATION

OFFICIALS STUDENTS RETIRED OTHERS

OCCUPATION 37 55 3 5

PERCENTAGE (%) 37 55 3 5

RETIRED OTHERS
3% 5%

OFFICIALS
37%

STUDENTS ANALYSIS:
55%
OFFICIA
LS
STUDE
NTS

Once again
we found that Suzuki’s major customers are the students of colleges and schools which
consists 55%, as they want something special, new, stylish, masculine and attractive and
Suzuki is providing that in the form of Access 125.

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 5) INCOME-WISE CLASSIFICATION

INCOME (P.A) (IN ‘000) NO. OF RESPONDENTS PERCENTAGE (%)

75-100 2 2

100-125 18 18

125-150 49 49

150 & ABOVE 31 31

150 & above 75-100

31% 2%
100-125
18%

75-100

100-125
125-150
49% 125-150

150 & above

ANALYSIS:

In the income group distribution we can analyze those customers of Access

125 are coming from the Middle income group people which is around 49% by including
125-150 slab of income group. It shows that Suzuki is placing their products in the
appropriate price range. As the people of this income bracket can easily afford this two
wheeler.

6) MAINTENANCE COST OF SUZUKI

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 HIGH AVERAGE LOW
RESPONDENTS 6 39 55
PERCENTAGE (%) 6 39 55

HIGH
6%
HIGH
AVERAGE AVERAGE
LOW 39% LOW
55%

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ANALYSIS:

In this pie chart we can that the maintenance of Suzuki Access 125 is 55% low
and 39% average so it is good for company and company should maintain his
product quality.

7) WHAT IS YOUR PRECEPTION ABOUT SUZUKI AUTOMOBILE’S

PRODUCT?

VERY GOOD GOOD AVERAGE BAD

NO, RESPONDENT 14 28 56 2

PERCENTAGE (%) 14 28 56 2

BAD VERY GOOD

2% 14%

VERY GOOD
GOOD
GOOD AVERAGE
AVERAGE
56% 28% BAD

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 ANALYSIS:

In this pie chart it is very much clear that customer perception about Suzuki
automobile’s product is average 56% and 28% are good.

8) HOW DID YOU GET KNOW ABOUT SUZUKI?

ADVERTISEMENT FAMILY FRIEND’S DEALER’S

RESPONDENTS 44 22 18 6

PERCENTAGE (%) 44 22 18 6

FRIEND'S
20%
DEALER'S
7%
ADVERTISEMANT
49% ADVERTISEMANT
FAMILY
FRIEND'S
DEALER'S
FAMILY
24%

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 ANALYSIS:

As we can see here the major promotional tool which is influencing the customers is
advertisements which is around 49%, after that the major source of awareness among
customers, is Family 24% & friend’s 20%.

So here we can say that Suzuki should produce better advertisements like Access 125 and
they should link their ads with the emotions of the customers so that the brand recognition
by the customers will be for long time. The customers can still recall the punch lines of Bajaj
and Hero Honda such as HAMARA BAJAJ or HERO HONDA DESH KI DHADKAN. such should
also use such kind of heart loving lines.

MORE VARIETY MORE VALUE FOR IMPROVED BETTER SALES

MONEY QUALITY SERVICE

RESPONDENTS 14 49 29 8

PERCENTAGE (%) 14 49 29 8

9) IF YOU ARE GOING TO BE A CUSTOMER OF SUZUKI MOTORCYCLES,

WHAT WILL BE YOUR EXPECTATION?

60

50 49

40

30 29

20
14
10 8

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MORE VARIETY MORE VALUE IMPROVED BETTER SALES
FOR MONEY QUALITY SERVICE
 ANALYSIS:

As we can see that most of customer expectation after going to be Suzuki motorcycles
product is 49% ask more value for money & 29% ask improved quality so company should
provided according to the needs and quality to the customer.

10) WHICH BRAND ACCORDING TO YOU IS GIVING THE MOST COMPETITION

TO SMPIL IN INDIA?

HERO HONDA TVS HONDA BAJAJ

RESPONDENTS 34 9 36 21

PERCENTAGE (%) 34 9 36 21

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 BAJAJ
21%

HERO HONDA
34%

HERO
TVS HONDA
HONDA TVS
36% 9%
HONDA
BAJAJ

ANALYSIS:

In this pie chart we can see that in India most competition brand against Suzuki motorcycles
is Honda 36% & Hero Honda 34% so to increase market share and fight with competition
SMIPL has to give customer wide range of product with better quality.

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 CHAPTER - 5

5.1 FINDINGS

 The survey show that 56% customer are average & 28% customer are good
perception about Suzuki automobile product

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  The study show that 44% respondents come to know from “advertisement and 22%
respondents purchase two wheeler from family’s recommendation.

 The survey show that 49% customer are going to be Suzuki motorcycles because
they expectation is more value for his money and 29% are going to be improve
quality product.

 The survey show that in India the most compare brand against SMPIL is Honda 36%,
Hero Honda 34% and Bajaj 21%.

 The survey shows that 54% customers are like Suzuki Access 125 and 43% are
average like.

 The survey show that in the customer mind price of Suzuki Access 125 is average
76%, and 22% highly price.

 The survey show that 69% customer think that Suzuki Access is capable to attract
today’s generation.

 The survey shows those 43% customers are believed that quality is the best thing is
Suzuki Access 125.

5.2 CUSTOMER’S REVIEW

 The style of scooter not much impressive, I am waiting for the how the market
responds but main key is priced comparative with Honda activa and mileage.
 Suzuki is globally known for quality, value for money & customer satisfaction. They
have taken care of every aspect. It’s a family vehicle. Have style, comfort, safety,
space & price I am sure will be at par with competition.

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  I am very much impressed by the looks, style of Access. It is likely to be much dearer
than Activa.
 Suzuki-Access-125. Its looks very nice I am sure price of scooter will be defiantly
competitive with Honda-Activa.
 I have liked the scooter. It is what I had expected to own.
I am impressed with the finish, style and quality.

5.3 SWOT ANALYSIS

1) STRENGTHS:

 Size and scale of parent company

 Effective Advertising Capability
 Committed and dedicated staff

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  High emphasis on R & D
 Experience in the market
 Established brand

2) WEAKNESSES:

 Small showrooms
 Not much emphasis on aggressive selling
 Weak product diversity

3) OPPORTUNITIES:

 Growing premium segment

 Global expansion into the Caribbean & Central America
 Become India’s leader
 Growing premium segment.

4) THREATS:

 Cut throat competition

 Increasing number of players in the market
 Rising raw material costs
 Increasing rates of interest on finance

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5.4 : LIMITATIONS

 This research is geographically restricted to Ahmedabad only. Hence

the result cannot be extrapolated to other places.

 The study is restricted only to the organized sector of two wheeler industry.

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  The seriousness of the respondents and their ability to justify their answers may
also be a limitation.

 The sample size is small due to the specified reasons.

 Findings are based on sample survey.

 All interview questions are undisguised or direct. Hence there is a scope for the
respondents to be biased or pretentious.

 During the survey most of the respondents contacted had newly purchased the
motorcycle thus they could not respond accurately i.e. their satisfaction level and
defects in the motorcycles.

 The research is directly concerned with the study of human preference and
behavior and achieving absolute mathematical accuracy towards this was not
possible.

5.5 RECOMMENDATIONS

The Suggesti ons that are given by customers and we give suggesti ons as a
market researcher for Improving in a service, adverti sements. Because aft er
selling of a vehicle customer may has some of the problem and customer
come for solve their problem through service and company should try to give
proper service to sati sfy customer by solving their problem. The suggesti ons
are as followed:

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 As people expect more mileage per kilometer, company should increase the mileage
of the Suzuki Vehicles.
 SMIPL should increase the production capacity as the customers have to wait for 3-4
months for delivery of the Suzuki Access.
 Company showroom should take less ti me for service the vehicle.
 Company should facilitate a Scheme for servicing Old Vehicles so that
the enti re customer services their vehicle at company’s service
stati on.
 Suzuki should introduce a low price moped.
 All parts should be available at service stati on. Because someti me
customer face the problem that parts are not available.
 Company should facilitate a Scheme for servicing Old Vehicles so that
the enti re customer services their vehicle at company’s service
stati on.

 Suzuki increase in advertising in mass media to promote its sales.

 Company should manufacture motorcycles which can withstand for long time on
Indian roads.
 Company should appoint a brand ambassador and also sponsor entertainment and
sports events so that the name of the company remains in the minds of the people.
 SMPIL should implement new marketing strategies to compete with Indian
competitor
 Suzuki at the moment has a very weak product portfolio and its products are not
that visible in the market.
 Suzuki should maintain and produce the bikes in quarterly or half yearly so that
customers can avail options.

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 5.6 CONCLUSION

Indian 2-wheeler industry is the second largest in Asia after China. After the separation with
Tvs Motors the main focus of Suzuki has been to capture the Indian Market through its
Product which are Best In terms Of Style & Design and is trying to achieve more target of
which it has laid down for the coming years its Recent Launched Bikes like Suzuki Zeus,
GS150R, Hayabusa and Scooter Suzuki Access have shaken the market leader Like Bajaj,
Hero Honda & Honda is giving them a tough competition & soon going Launch Few More
Bikes in the market. But in a country like India where customer generally appreciates

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mileage it becomes necessary for a company like Suzuki which produces Bikes whose prices
are towards the higher end to focus on other factors to which influence the consumer
choice of Product like Prices, after sale services and many more.

After deep research, analysis and getting information about customer of Suzuki Access as
formulated that Suzuki Access has success in the market and people satisfied this product.

5.7 BIBLIOGRAPHY

MAGAZINES:

 Auto India - Car & Bike Magazine

NEWSPAPERS:

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  Economic Times
 Business Standard

WEBSITES:

 www.suzukimotorcycles.co.in
 www.autowebindia.com
 www.sitepoint.com
 www.automonitor.com
 www.siamindia.com

 Various Search Engines

APPENDIX

(QUESTIONNAIRE)

1. Name -________________________________________
2. Age – 18-25 26-35
36-45 46 and above

3. Gender- Male Female

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 4. Marital Status- Married Unmarried

5. Occupation-
Officials Students

Retired Others

6. Your income (per annum) (in thousands)?

Rs. 75-100 Rs. 100-125

Rs. 125-150 Rs. 150 above

7. What is your perception about Suzuki automobile’s product?

Very good Good Average Bad

8. How did you get to know about Suzuki?

Advertisement Family information

Friend’s recommendation Dealer’s recommendation

9. If you are going to be a customer of Suzuki motorcycles, what will be your

expectation?
More variety more value for money

Improved quality Better after-sales service

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10. Which brand according to you is giving the most competition to SMIPL in India?

Hero Honda Tvs Honda Bajaj

11. Do you like the Suzuki Access 125?

Very much Average Not so much

12. What about the Price of Suzuki Access 125?

Highly priced Moderate/Avg price Low price

13. Do you think that the Suzuki Access 125 is capable to attract today’s generations?
Yes No cannot say

14. What is the best thing in Suzuki Access 125?

Quality Style/design Service Price

15. Has it served the purpose of purchasing?

Yes No Average Cannot say

16. Are you satisfied with free service from the showroom?
Yes No

17. Is Suzuki Access 125 comfortable for driving and journey?

Yes No Average

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18. Maintenance cost of Suzuki Access 125?
High Moderate/Avg Low

19. Do you think worth the value of money you spent on Suzuki Access 125?
Yes No Average

20. What is your level of satisfaction towards Suzuki access?

0-25% 25-50% 50-75% 75-100%

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