TO WHOM IT MAY CONCERN

This is to certify that Bhanu Prakash .G USN No1cr08MBA21 a final year

MBA student of CMR Institute of Technology (Affiliated to Visveswaraya
Technologica Univeristy, Belgaum) has undergone a project titled “CUSTOMER
SATISFACTION TOWARDS MARUTI SUZUKI PRODUCTS PURCHASED
THROUGH KFP PVT. LTD from 02:01:2010 to 10:03:2010 in ourorganisation.

During his project work, we found him sincere, very attentive towards
assignment. We wish him a bright and successful career in all his future endeavor.

Name …………………

Designation……………..

1
Table of Index
Serial No. Contents Page No.
1 PART-A

Chapter I
1
Introduction
1.1 .Industry Profile
1.2. Company Profile
1.2.1. Background and inception of the company
1.2.2. Nature of the business carried.
1.2.3. Vision, Mission & Quality Policy.
1.2.4 Products/service profile
1.2.5. Area of operation – Global / National / Regional.
Advantage to location
1.2.6. Ownership pattern – sole trader/joint
stock/cooperative/family venture.
1.2.7. Competitors information
1.2.8. Infrastructural facilities
1.2.9. Achievement / Award if any
1.2.10. Work flow model
1.2.11. Future growth and prospects

Chapter II
2
Mckensy’s 7S frame work with special reference to
organization under study.

3 Chapter III

SWOT analysis

4 Chapter IV

Analysis of financial statement

5 Chapter V

Learning experience

2
PART-B

6 Chapter VI

6.1. Statement of the problem

6.2. Objectives of problem
6.3. Methodology
6.3.1. Research Methodology
6.3.2. Sample design
6.3.3. Sampling unit
6.3.4. Sample size
6.3.5. Sampling procedure
6.3.6. Data collection techniques
6.3.7.Data Analysis techniques
6.4 Limitations,

7 Chapter VII

Analysis, observations and inferences

8 Chapter VIII

Findings, Suggestions and conclusion

9 Questionnaire

10 Bibliography

3
List Of Figures
Sl.No. Contents Page No.
1 Maruti Esteem 20
(sedan)
2 Maruti zypsy 21
3 Maruti Grand 22
Vitara (SUV)

4 OMNI (Van) 23

5 Maruti 800 24
(Hatchback)
6 Maruti Alto 25
(Hatchback)
7 Maruti Zen 26
(Hatchback)

8 Maruti swift 27

9 Maruti WagonR 28
(wagon)

10 Maruti Driving 30
School

11 McKinsey’s 7’s 33
model

12 Overall 38
Organisation
Structure

List Of Graphs

4
Sl. No. Contents Page No.

1 Graph for table 1 56

2 Graph for table 2 57

3 Graph for table 3 58

4 Graph for table 4 59

5 Graph for table 5 60

6 Graph for table 6 61

7 Graph for table 7 62

8 Graph for table 8 63

9 Graph for table 9 64

10 Graph for table 10 65

11 Graph for table 11 66

12 Graph for table 12 67

13 Graph for table 13 68

14 Graph for table 14 69

15 Graph for table 15 70

16 Graph for table 16 71

17 Graph for table 17 72

List Of Tables

5
Sl. No. Contents Page No.
1 Analysis of balance sheet 44
2 Term Liabilities 45
3 Total Current Assets 46
4 Occupation of the Respondents 56
5 Monthly house hold income 57
6 Car owned by the respondents 58
7 Showing Respondent’s like about maruti 59
suzuki cars
8 showing opinion about the availability is of 60
spares parts for your vehicle
9 Are you satisfied with performance of your 61
vehicle
10 How is the maintenance cost of your vehicle 62
11 Showing opinion about the after sales and 63
services provided by KPF Maruti Suzuki
12 Table showing difficulty in locating our service 64
center
13 Value for money 65

14 What do you think about the infrastructure in 66

KPF Pvt.Ltd?

15 Are you satisfied regarding complaint 67

recognition
16 Service personnel’s attitude towards you 68
(greeting, Seating, Selling)
17 Décor of the waiting area is pleasing 69
18 Was your vehicle ready for delivery at the 70
promised time after servicing?
19 Overall how do you rate the quality of service 72

CHAPTER- I

1.1. INDUSTRY PROFILE

Automobile Industry

6
The automobile industry in India—the tenth largest in the world with an annual
production of approximately 2 million units—is expected to become one of the major
global automotive industries in the coming years. A number of domestic companies
produce automobiles in India and the growing presence of multinational investment,
too, has led to an increase in overall growth. Following the economic reforms of 1991
the Indian automotive industry has demonstrated sustained growth as a result of
increased competitiveness and relaxed restrictions. The monthly sales of passenger
cars in India exceed 100,000 units.

History
In 1953, the government of India and the Indian private sector initiated manufacturing
processes to help develop the automobile industry, which had emerged by the 1940s in a
nascent form. Between 1970 to the economic liberalization of 1991, the automobile industry
continued to grow at a slow pace due to the many government restrictions. A number of
Indian manufactures appeared between 1970-1980.Japanese manufacturers entered the
Indian market ultimately leading to the establishment of Maruti Udyog. A number of foreign
firms initiated joint ventures with Indian companies.

Challenges faced by Indian Automotive Industry in the new age

The Indian automotive industry has been facing new challenges due to the rapid changes
taking place during the last decade. This article discusses those challenges and initiatives
taken by the government to overcome them.

The Indian auto industry is changing rapidly. During the last decade, many international auto
manufacturers, either by themselves or in partnership with Indian companies, have started
manufacturing activities in India. The ancillary industries have also grown in tandem. The
quality of production in small- and medium-scale industries has improved to such an extent
that they started exporting products to international manufacturers. The major
breakthrough of recent years is the unveiling of "Nano" by Tata Motors during the auto expo
2007. This has received worldwide attention and proved that India can not only design an
automobile of international standards but also execute the project at a much lower cost
through innovative choice of components, materials, engine design etc.

These developments in the auto sector have given new confidence to everyone related to
the auto industry and specifically to the government which resulted in the announcement of
the Auto Policy 2006-2016 by the Ministry of Heavy Industries. According to the Auto Policy,

7
the Indian auto sector is expected to grow to US$ 216 billion by 2016 and add 2.5 million
new jobs to the economy. Every year two to three million people are expected to purchase
new vehicles. Several million vehicles and components are expected to be exported to both
developed and developing nations. To achieve these goals, it is important that the present
GDP growth rate, which is more than 8 per cent, continues to remain at the same level for
the next 8-10 years. The government is also giving some concessions to the auto industry. To
realize the above growth predictions, it is important to overcome various challenges the
industry is facing currently. Two of the foremost challenges are the spiraling cost of fuel and
the paucity of highly skilled manpower.

Rising oil price

International price of crude oil has crossed US$ 120 per barrel and is rising at an alarming
rate. The forecast of market experts that the crude oil price will plateau around US$ 100 per
barrel has been proved wrong. The skyrocketing crude oil price rise will affect the economic
growth of most of the nations of the world including India. The prospects of India and China
of becoming economic superpower will be seriously affected. Also, the rise in oil prices will
impact the growth of global automotive industry. Unless the use of alternative fuels
increases, it is very unlikely that the situation will change for the better.

This necessarily means that more and more investments should be directed towards R&D,
establishing mechanisms to translate R&D results into products and their efficient
manufacturing. This will also require radical redesigning of engines.

Human resources

The second major challenge is the creation of highly skilled human resource required
for the auto industry. Auto industry, like many other industries is facing severe
shortage of skilled technical as well as managerial manpower. This challeng becomes
all the more daunting because faults lie at a more fundamental level of training
infrastructure and the social perception.

India's Position in World's Production:

8
 Well-developed, globally competitive auto ancillary industry
 Established automobile testing and R&D centres
 Among one of the lowest cost producers of steel in the world
 World's second largest manufacturer of two wheeler
 Fifth largest manufacturer of commercial vehicles
 Largest manufacturers of tractors in the world
 Fourth largest passenger car market in Asia
 India is the second largest two-wheeler market in the world
 11th largest passenger car market in the world
 Expected to be the seventh largest auto industry by 2016

Domestic Sales:

 Passenger Vehicles segment during April-January 2010 grew at 25.21 percent over
same period last year. Passenger Cars grew by 24.75 percent, Utility Vehicles grew
by 21.95 percent and Multi Purpose Vehicles grew by 37.05 percent in this period.

 The overall Commercial Vehicles segment registered positive growth at 30.39

percent during April-January 2010 as compared to the same period last year.
Medium & Heavy Commercial Vehicles (M&HCVs) registered growth at 20.58
percent, Light Commercial Vehicles grew at 39.66 percent.

 Three Wheelers sales recorded a growth rate of 25.77 percent in April-January 2010.
While Passenger Carriers grew by 32.54 percent during April-January 2010, Goods
Carriers grew at 4.20 percent.

 Two Wheelers registered a growth of 23.74 percent during April-January 2010.

Mopeds, Scooters and Motorcycles grew by 31.73 percent, 20.56 percent and 24.32
percent respectively.

Exports:

 During April-January 2010,overall automobile exports registered a growth rate of

13.24 percent.

9
  Passenger Vehicles segment, Three Wheelers and Two Wheelers segments grew by
33.92 percent, 4.60 percent and 8.84 percent respectively in this period. Commercial
Vehicles recorded growth of (-) 7.52 percent.

Growth Drivers of Indian Automobile Market

 Rising industrial and agricultural output

 Rising per capita income
 Favourable demographic distribution with rising working population and
middle class
Urbanisation
 Increasing disposable incomes in rural agri-sector
 Availability of a variety of vehicle models meeting diverse needs and
preferences
 Greater affordability of vehicles
 Easy finance schemes
 Favourable government policies

Future of automobile industry

Future By 2016 the size of the Indian automobile industry is expected to grow by 13%, to
reach a mark of US$ 120-159 billion. Presently, India is the 2nd largest two wheeler market
in the world and fourth largest commercial vehicle market worldwide. India is the 11th
largest market in the passenger car segment globally which is expected to become the 7th
largest market by 2016.

Automotive Mission Plan 2016

To accelerate and sustain growth in the automotive sector and to steer, co-ordinate and
synergies the efforts of all stakeholders, Automotive Mission Plan (AMP) 2006-2016 has
been prepared in order to make India a global automotive hub.

The Automotive Mission Plan (AMP) 2006-2016, aims at doubling the contribution of
automotive sector in GDP by taking the turnover to USD 145 billion and providing
additional employment to 25 million people by 2016 with special emphasis on export
of small cars, MUVs,two and three wheelers and auto components

10
PROFILE OF MARUTI UDYOG LTD.

Public (BSE MARUTI, NSE

Type
MARUTI)
Founded 1981 (as Maruti Udyog Limited)
Headquarters Delhi, India
Mr. Shinzo Nakanishi, Managing
Key people
Director and CEO
Industry Automotive
Products Automobiles
Revenue ▲US$4.8 billion (2009)
Employees 6,903 [1]
Parent Suzuki Motor Corporation
Website www.marutisuzuki.com

Maruti Suzuki India Limited (Hindi: मारुति सज़

ु कू ी इंडिया लिमिटे ड) is a publicly
listed automaker in India. It is the largest automobile manufacturer in South Asia.
Suzuki Motor Corporation of Japan holds a majority stake in the company. It was the
first company in India to mass-produce and sell more than a million cars. It is largely
credited for having brought in an automobile revolution to India. It is the market
leader in India and on 17 September 2007, Maruti Udyog Limited was renamed
Maruti Suzuki India Limited. The company's headquarters are located in Delhi.

Maruti Suzuki is one of India's leading automobile manufacturers and the market
leader in the car segment, both in terms of volume of vehicles sold and revenue
earned. Until recently, 18.28% of the company was owned by the Indian government,
and 54.2% by Suzuki of Japan. The Indian government held an initial public offering
of 25% of the company in June 2003. As of 10 May 2007, Govt. of India sold its
complete share to Indian financial institutions. With this, Govt. of India no longer has
stake in Maruti Udyog.

Maruti Udyog Limited (MUL) was established in February 1981, though the actual
production commenced in 1983 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-

11
the Hindustan Ambassador and Premier Padmini were both around 25 years out of
date at that point. Through 2004, Maruti Suzuki has produced over 5 Million vehicles.
Maruti Suzuki’s are sold in India and various several other countries, depending upon
export orders. Models similar to Maruti Suzuki’s (but not manufactured by Maruti
Udyog) are sold by Suzuki Motor Corporation and manufactured in Pakistan and
other South Asian countries.

The company annually exports more than 50,000 cars and has an extremely large
domestic market in India selling over 730,000 cars annually. Maruti 800, till 2004,
was the India's largest selling compact car ever since it was launched in 1983. More
than a million units of this car have been sold worldwide so far. Currently, Maruti
Suzuki Alto tops the sales charts and Maruti Suzuki Swift is the largest selling in A2
segment.

Due to the large number of Maruti 800s sold in the Indian market, the term "Maruti"
is commonly used to refer to this compact car model. Till recently the term "Maruti",
in popular Indian culture, in India Hindu’s lord Hanuman is known as "maruti", was
associated to the Maruti 800 model.

Maruti Suzuki has been the leader of the Indian car market for over two decades.

Its manufacturing facilities are located at two facilities Gurgaon and Manesar south of
Delhi. Maruti Suzuki’s Gurgaon facility has an installed capacity of 350,000 units per
annum. The Manesar facilities, launched in February 2007 comprise a vehicle
assembly plant with a capacity of 100,000 units per year and a Diesel Engine plant
with an annual capacity of 100,000 engines and transmissions. Manesar and Gurgaon
facilities have a combined capability to produce over 700,000 units annually.

More than half the cars sold in India are Maruti Suzuki cars. The company is a
subsidiary of Suzuki Motor Corporation, Japan, which owns 54.2 per cent of Maruti
Suzuki. The rest is owned by the public and financial institutions. It is listed on the
Bombay Stock Exchange and National Stock Exchange in India.

12
During 2007-08, Maruti Suzuki sold 764,842 cars, of which 53,024 were exported. In
all, over six million Maruti Suzuki cars are on Indian roads since the first car was
rolled out on 14 December 1983.

Maruti Suzuki offers 15 models, Maruti 800, Alto, Wagon, Estilo, A-star, Ritz, Swift,
Swift DZire, SX4, Omni, Eeco, Gypsy, Grand Vitara. Swift, Swift DZire, A-star and
SX4 are manufactured in Manesar, Grand Vitara is imported from Japan as a
completely built unit (CBU), remaining all models are manufactured in Maruti
Suzuki's Gurgaon Plant.

Suzuki Motor Corporation, the parent company, is a global leader in mini and
compact cars for three decades. Suzuki’s technical superiority lies in its ability to pack
power and performance into a compact, lightweight engine that is clean and fuel
efficient.

Nearly 75,000 people are employed directly by Maruti Suzuki and its partners. It has
been rated first in customer satisfaction among all car makers in India from 1999 to
2009 by J D Power Asia Pacific.

Manufacturing Facilities

Maruti Suzuki has two state-of-the-art manufacturing facilities in India. [12]. Both
manufacturing facilities have a combined production capacity of 1,000,000 vehicles
annually.

Gurgaon Manufacturing Facility

The Gurgaon Manufacturing Facility has three fully integrated manufacturing plants
and is spread over 300 acres. All three plants have a installed capacity of 350,000
vehicles annually but productivity improvements have enabled it to manufacture
700,000 vehicles annually. The Gurgaon facilities also manufacture 240,000 K-Series
engines annually. The entire facility is equipped with more than 150 robots, out of
which 71 have been developed in-house. The Gurgaon Facilities manufactures the
800, Alto, Wagon, Estilo, Omni and Gypsy.

13
Manesar Manufacturing Facility

The Manesar Manufacturing Plant was inaugurated in February 2007 and is spread
over 600 acres. Initially it had a production capacity of 100,000 vehicles annually but
this was increased to 300,000 vehicles annually in October 2008. The Manesar Plant
produces the A-star, Swift, Swift DZire and SX4.

Sales and Service Network

Maruti Suzuki is one of the companies in India which has unparalleled sales and
service network. As of 2009 it currently has 681 dealerships across 454 cities. To
ensure the vehicles sold by them are serviced properly, Maruti Suzuki has 779 dealer
workshops, 1,945 Maruti Authorized Service Stations and 30 Express Service Stations
on 30 National Highways across 1,314 cities in India.

Service is a major revenue generator of the company. Most of the service stations are
managed on franchise basis, where Maruti Suzuki trains the local staff. Other
automobile companies have not been able to match this benchmark set by Maruti
Suzuki. The Express Service stations help many stranded vehicles on the highways by
sending across their repair man to the vehicle.

MARKETING STRATEGY OF MARUTI IN LATE 1980’s

Maruti was the first company in India which studied the consumer demand Market
segmentation policy was adopted that targeted different type of consumers with
different type of models.
 Maruti800 targeted medium income group, while the deluxe model targeted
rich income group.
 Maruti van targeted businessmen and doctors (ambulance)
 The Gypsy targeted the paramilitary forces and the police.
 This resulted in complete control of maruti over the market.
 The company advertised its different products according to customers.
 A special cell was made to make direct dealing of Gypsy with the
 Government & the army.

Maruti Suzuki’s Key Success

14
Technology-Related ’(KPF’s)
1. R&D facilities and Japanese collaboration.
2. Suzuki internationally known for Small cars
3. Launch of World class quality cars like A- STAR and SPLASH
Manufacturing-Related KPF’s
1. Designing cars best suited for Indian market.
2. Cost leadership in the market due to efficient value chain and manufacturing plants.
Distribution-Related KPF’s
1. The record sales performance was affected through the Company's vast dealership
network.
2. Car sales outlet increased to 600 covering 393 cities.
3. There are 265 ‘Maruti True Value’ outlets spread across 166 cities, which are
engaged in the sale, purchase and exchange of Pre-owned cars.
Marketing-Related KPF’s
1. Full range of cars- from entry level Maruti 800 & Alto to stylish hatchback A- star,
Swift, Wagon R, Estillo and sedans DZire, SX4 and Sports Utility vehicle
GrandVitara.
2. Communication through advertisement is totally to the need of indian culture
3. Pan-India service network.

Skills and Capability -Related KPF’s

1. The service network had a total of 2,628 service outlets including dealer workshop
as well as Maruti Authorized Service Stations, covering 1220 cities.

MILESTONES
1983 “The people’s car is born”.
1987 Maruti goes overseas, exported 500 cars to Hungary.
1990 Launched India’s first sedan. (Esteem).
1992 Suzuki Motor Company increases stake in MUL to 50 %.
1993 Launched Maruti Zen “the world’s car”.
1996 1.5 million vehicles rolled out.

15
2000 JD power customer Satisfaction index Award.
2001 JD power customer Satisfaction index Award.
2001 Maruti versa launched, Maruti true value launched.
2002 JD power customer Satisfaction index Award.
2002 Maruti finance and insurance launched.
2002 Disinvestment, Suzuki Motor Company increases stake in MUL to 54.5%.
2003 Maruti gets listed on BSE and NSE (IPO Oversubscribed 11.2 times).
2003 JD power customer Satisfaction index Award.
2004 JD power customer Satisfaction index Award.
2005 Launched Swift.
2005 JD power customer Satisfaction index Award.
2006 JD power customer Satisfaction index Award.
2007 Launched SX4 Luxury sedan and SUV Grand Vitara.
2007 JD power customer Satisfaction index Award
2008 World premiere of concept A-Star at Auto Expo, New Delhi

CURRENTLY DIRECTORS ON THE BOARD

 Mr. Shinz Nakanishi, Chairman

 Mr. Jagadish Khattar, Managing director

 Mr. Tsuneo Kobayashi, Senior joint managing director

 Mr. Hirofumi Nagao, Joint managing director

 Mr. Shinchi Takeuchi, Joint managing director

 Mr. Shuji Oishi, Director ( marketing & sales)

16
  Mr. Osamu Suzuki, Director

 Mr. R C Bhargava, Director

 Mr. D. S. Brar, Director

 Mr. Amal Ganguli, Director

 Mr. pallavi Shroff, Director

 Mr. Manvinder Singh Banga, Director

1.2. Company Profile

1.2.1. background and inception of the company

AUGUST 2000 when maruti udyog ltd. Called for a dealership at bellary & Mr.S.K.
MODI sprung into action leaving no efforts and applied for the dealership.

The name of the showroom is KPF Pvt Ltd., started its operation in the year 1989 as a
maruti authorized service station (MASS) catering to the needs of the citizen of the
Bellary, Hospet , Raichur, Koppal , Gadag other near by areas.

17
The founder of KPF was ‘Mr.S.K.MODI basically a reputed mine owner in bellary
carrying minning activities for the past 30 years. It was his objective to have a four
wheeler automobile dealership in bellary and it is still one & only of its kind the
showroom & workshop with all the facilities under one roof.

The showroom, which is situated at Allipur (About 8 kms from the city) has got all
the facilities.

1.2.2 Nature and business carried

KPF Pvt Ltd authorized dealer for sales service and spares for maruti range of
vehicles in Bellary. KPF Pvt Ltd was started in 1989 at Bellary as a maruti authorized
service station.

1.2.3 Vision of the company

We must be an internationally competitive company in terms of our products and

services. We must retain our leadership in Bellary.

Mission of the company

To provide a wide range of modern, high quality fuel efficient vehicles in order to
meet the need of different customers in the Bellary.

Quality policy

Committed to customer satisfaction by dedicated service and continually improve by

following PDCA (plan, do, check, and act) in all activities and levels of organization.

1.2.4 Products and service profile

Figure : 1

18
Maruti Esteem (Sedan)

Maruti Esteem occupies a prominent place in the portfolio of sedan cars in India.
Power Appreciated for its packed performance and safety features, Maruti Esteem
served as the car of the affluent for a long time. The car’s strengths include low
running costs and smooth and powerful engine. A pretty reliable car, Maruti Esteem
has been around for several years. Design and Interior the car has comfortable and
spacious interiors. Features like fabric upholstery, center console box, molded floor
carpets, remote operated fuel tank lid, door pockets, air flow controls, convenient
lighting arrangements, sporty looking instrument panel have been incorporated in this
car. Facilities of cabin heater, front seat back pockets (both sides ), front door pockets
(both sides), air flow controls, remote operated fuel tank lid and trunk lid, coat hanger
hook on grip assistance come with the car. Instrument panel of this model includes
tachometer and speedometer with sporty dial. The new Esteem's grill is an obvious
improvement. The lens headlamps look impressive, the bonnet is worked on and rear
is also enhanced. Variants, Price and Mileage LX is the basic version of Maruti
Esteem while LXi and VXi are the upgraded versions. The car is available in the price
range of Rs. 4.50-5.00 lakhs.

Engine
The car is equipped with a powerful 1298 cc, 4-cylinder engine. It boasts of excellent
pick up and reaches 0-60kph in 5.01 seconds. The machine can deliver a maximum

19
output of 85 bhp @ 6000 rpm. The engine which runs this huge car is made of
lightweight all-aluminum.

Safety
Safety features like collapsible steering column, steel side impact beams, and
laminated windshields have been used in this car.

Maruti Gypsy

Figure : 2

Maruti Gypsy is a solid Sports Utility Vehicle (SUV) that has been designed to
conquer any kind of terrain- from highways to hilly and from desert to snowy. Gypsy
is a SUV really made for Indian conditions. At the heart of the 4 wheel drive Gypsy
has responsive petrol engine delivering 80 bhp of impressive power that is
complimented with the 5 speed transmission for better control and great mileage.

Maruti Gypsy King, the Indian version of Suzuki Jimmy, is one of the best four
wheeler that can go nearly to anywhere and in any weather. Maruti Gypsy car is
excellent tough build quality to take on in any terrain. It is the vehicle to surrender to
the call of the wild. The engine of Maruti Gypsy is on high thermal conductivity that
heats up quickly under extremely cold conditions and also avoids overheating in hot
climate terrain. The 1300 cc petrol engine is lighter than the diesel one and ensures
better control, more power and greater responsiveness. The maximum power is 80
bhp @ 6000 rpm. The 5-speed gearbox of the car ensures better highway mileage and
allows high cruising speeds. Being a lighter vehicle, it does not get stuck on sandy or
muddy tracts. At the same time, it is the standard transportation vehicle of the police

20
and Indian paramilitary forces. Maruti (SUV) the Gypsy with its petrol variants
targets the middle class consumer with Maruti SUVs between rupees five and six
lakhs.

Maruti Grand Vitara (SUV)

Figure : 3

The Grand Vitara is Maruti's entry into the luxury SUV segment. This SUV is
distinctively designed with imposing front grills to lend a strong measure of audacity
to the imposing forward stance. Additionally the flared wheel arches take in extra
strong tyres to counter any type of terrain. The stronger R16 tyres are a useful asset
during congested city drives. The Grand Vitara with its petrol variants targets the
middle class consumer with Maruti SUVs between rupees fifteen and seventeen lakhs.

Maruti Omni (VAN)

21
Figure : 4

The Omni is a multi utility van for use in business as well as in the family. The Omni
is just right vehicle to use within the city. It offers a turning radius of just 4.1 m,
negotiating this vehicle in tight lanes and congested traffic is an easy job for the
driver. There is a lot of space for nearly every family requirement. It is ideal for
individuals who require travel long distances or take their family members for a
holiday. The Omni with its petrol variants targets the middle class consumer with van
car prices between rupees two and three lakhs. Omni variants include
Omni 5 Seater (Petrol) the Omni 5 seater is the compact van with a seating capacity
of five. It is good for family use and transporting small groups of people. The Omni 5
seater is now available at a showroom price of around Rs. 7.5 lakhs with an on road
price of around Rs. 8.2 lakhs including supplementary statutory charges.
Omni 8 Seater (Petrol) The Omni 8 seater has a seating capacity of 8 people. It is
ideal for ferrying a larger number of people around the city. The Omni 8 seater is now
available at a showroom price of around Rs. 2.28 lakhs with an on road price of
around Rs. 2.56 lakhs including supplementary statutory charges.
Omni 5 Seater (LPG/Petrol) the Omni 5 seater (LPG/Petrol) offers the convenience
of LPG with a reserve petrol capacity that can be utilized to get to the nearest LPG
station in case the van runs out of LPG. New cars in this series have a showroom price

22
ranging from around Rs.2.4 lakhs to around Rs. 2.7 lakhs inclusive of ancillary
charges.

Maruti 800 (Hatchback)

Figure : 5

It is the most compact car available in the Indian market. It is also dubbed as the
people's car after the efforts of erstwhile Prime Minister Rajiv Gandhi. For many
years, it was India's largest selling car. The Maruti 800 with its petrol variants targets
the middle class consumer with Maruti car prices between rupees two and two lakhs
fifty thousand. Maruti 800 variants include 800 Non AC (Petrol) the Maruti
(Hatchback) is the basic model with standard features and specifications. This variant
has a showroom price of around Rs. 2.01 lakhs and on-road price of around Rs. 2.25
lakhs, which is inclusive of all charges such as insurance, octroi, RTO, etc.
800 AC (Petrol) the Maruti (Hatchback) is the basic model with standard features
and specifications. Basic air conditioning is also included. This variant has a
showroom price of around Rs. 2.22 lakhs and on-road price of around Rs. 2.5 lakhs,
which is inclusive of all charges such as insurance, octroi, RTO, etc.

23
Maruti Alto (Hatchback)

Figure : 6

The Maruti Alto has overtaken the Maruti 800 as the most popular car in the Indian
Market. The Alto comes with great looks and a superior feel, yet with the economy
and easiness of the Maruti 800. Maruti (Hatchback) The Maruti Alto with its petrol
variants targets the middle class consumer with car prices between rupees two lakhs
fifty thousand and three lakhs fifty thousand. Maruti Alto is the best option in the
hatchback segment in this price range. Maruti Alto is equipped with 796cc, 3-
cylinder, 4 valves per cylinder MPFI, FC engine with 32 Bit ECM. Its engine
generates the maximum power of 47 PS 6200rpm and 62 NM torque at 3000rpm
which makes it able to touch the mark of 100 km/h in just 20 seconds and break the
barrier of 130 km/h. If we talk about the fuel efficiency, Maruti Alto is again best in
its segment. On highway it will give you 21 kmpl while on urban roads you can easily
find 17 to 18 kmpl. The interiors of Maruti Alto are functional but not great. In its
instrument panel, the speedometer is large and easy to read but there is no tachometer

24
and the odometer and trip meter are on the same digital LCD display so you have to
switch between them by using a button these are the major things which might
disappoint you. There is enough plastic all around you to make a Greenpeace activist
see red. There is enough space in the dashboard cabinet to store bare essentials. The
boot space of Maruti Alto is also enough and can accommodate enough luggages.
The AC of Maruti Alto is designed to turn the temperature of its tiny cabin into the
frozen meat within 5 minutes but it is a shame of it because it does so at the cost of
the driving power that this car so desperately needs. Whenever you turns on the AC
you will feel that the engine performance of Maruti Alto is turn down and you have
lesser power to drive this car more efficiently. Considering all the pros and cons,
Maruti Alto is still the best entry level car in hatchback segment. If you are a first-
time car buyer and are looking for a respectable, functional and inexpensive model,
go for Maruti Alto. Maruti Alto base model, Maruti Alto LX comes with AC,
Fabric Seats, Remote Fuel Lid Opener while the top end model comes with few more
additional features like Power Steering, Cup Holders etc

Maruti Zen (Hatchback)

Figure : 7

25
Since its launch on the Indian roads in 1993, Maruti Zen has gone through significant
face-lift from its design to technology. Zen is a small car that is having lots of big
things with it and gained popularity in hatchback car segment. Protective monologue
body, ergonomically crafted seats, rich upholstery, very effective safety features,
powerful all-aluminum engine makes any kind of drive truly pleasurable experience.
Maruti Suzuki Zen, a clear leader in the premium compact car segment is based on the
1991 Suzuki Cervo Mode (Japan). This car was to be the first by Maruti that was
designed for the worldwide market. Both, the design and specifications of Zen meets
world standards. The car was the first to have all-aluminum engine, electronic
distributor pump, electric fuel pump in the fuel tank, suction resonator and a dash
panel of sandwich construction. Its five-speed ultra-slick gearbox continues to be one
of best boxes in an Indian car. A collapsible steering column is another safety feature
of the car in all its variants.The Zen is now called the Zen Estillo, which is Spanish
for style. The new Zen Estillo has a perfect aerodynamic shape and a unique bean
shaped body. The Zen with its petrol variants targets the middle class consumer with
prices between rupees three lakhs and four lakhs

Maruti swift

Figure : 8

Maruti Suzuki Swift, which was launched in May 2005, has been a huge hit in India.
This compact car was an effort by Maruti to incorporate fresh design and concepts
into their models. A car with eye-catching features, it is a delight to watch. Placed in
the category of B-segment cars, Swift is appreciated for quality of power, response
and fuel efficiency. Some striking features of the car are Dynamic European styling,

26
Rally based suspension system, All-Aluminum hypertech engine and Automatic
climate control. The car has great design and equally good interiors. It has a clean-
sheet design, built on a newly developed platform with three and five-door models on
offer. It has adopted contemporary mechanicals. Features like torsion beam rear
suspension and electronic brake force distribution have been incorporated. Enough
legroom and luggage space is available in the car. The automobile has fabric accented
trendy looking door trims. The boot can accommodate plenty of luggages. The long
wheelbase and width of the car mean high level of comfort and spaciousness.
Various variants of Maruti Suzuki Swift on availability are Swift LXi, Swift VXi,
Swift ZXi, Swift Diesel Ldi, Swift Diesel Vdi The car is available in the price tag of
Rs. 4 Lakhs to Rs. 5.60 Lakhs. The car is equipped with 1298cc engine with 4
cylinders and 16 valves. The maximum power is 87bhp @ 6000rpm, and maximum
torque 113Nm @ 4500rpm. As for fuel distribution, it is Multipoint injection.
A range of safety features have been incorporated in Maruti Suzuki Swift. The car is
available with a number of safety features like collapsible steering column, front
seatbelt pre-tensionless with load limiters, and energy absorbing trim all around.
Active safety technologies include dual front airbags, and antilock braking system
together with electronic brake-force-distribution has been roped in.

Maruti WagonR (Wagon)

Figure :9

27
The Wagon R is yet another stunning family car from Maruti's stable. Although it
comes with a boxy van-like look and posterior, the Wagon R has an exterior that
makes everyone stand and notice its presence. The curves and lines of the exterior
designing add to the beauty of the vehicle. The Wagon R with its petrol and LPG
variants targets the middle class consumer with prices between rupees four lakhs and
five lakhs.

MARUTI FINANCE

To promote its bottom line growth, Maruti Suzuki launched Maruti Finance in
January 2002. Prior to the start of this service Maruti Suzuki had started two joint
ventures Citicorp Maruti and Maruti Countrywide with Citi Group and GE
Countrywide respectively to assist its client in securing loan. ] Maruti Suzuki tied up
with ABN Amro Bank, HDFC Bank, ICICI Limited, Kotak Mahindra, Standard
Chartered Bank, and Sundaram to start this venture including its strategic partners in
car finance. Again the company entered into a strategic partnership with SBI in March
2003 Since March 2003, Maruti has sold over 12,000 vehicles through SBI-Maruti
Finance. SBI-Maruti Finance is currently available in 166 cities across India.

"Maruti Finance marks the coming together of the biggest players in the car finance
business. They are the benchmarks in quality and efficiency. Combined with Maruti
volumes and networked dealerships, this will enable Maruti Finance to offer superior
service and competitive rates in the marketplace".

Maruti SBI car loan

The country’s largest bank and the largest car maker have joined hands to make
affordable car finance available to more and more people across the country.

The mega alliance makes car loans available at lower interest rates to a wider section
of people, with transparent terms and conditions. It is supported by unmatched
combined network of SBI branches and maruti outlets.

MARUTI TRUE VALUE

Maruti True service offered by Maruti Suzuki to its customers. It is a market place for
used Maruti Suzuki Vehicles. One can buy, sell or exchange used Maruti Suzuki

28
vehicles with the help of this service in India. As of 2009 there are 315 Maruti True
Value outlets.

N2N FLEET MANAGEMENT

N2N is the short form of End to End Fleet Management and provides lease and fleet
management solution to corporate. Its impressive list of clients who have signed up of
this service include Gas Authority of India Ltd, DuPont, Reckitt Benckiser, Sona
Steering, Doordarshan, Singer India, National Stock Exchange and Tran world. This
fleet management service includes end-to-end solutions across the vehicle's life,
which includes Leasing, Maintenance, Convenience services and Remarketing.

MARUTI DRIVING SCHOOL

Figure : 10

As part of its corporate social responsibility Maruti Suzuki launched the Maruti
Driving School in Delhi. Later the services were extended to other cities of India as
well. These schools are modelled on international standards, where learners go

29
through classroom and practical sessions. Many international practices like road
behaviour and attitudes are also taught in these schools. Before driving actual vehicles
participants are trained on simulators.

"We are very concerned about mounting deaths on Indian roads. These can be brought
down if government, industry and the voluntary sector work together in an integrated
manner. But we felt that Maruti should first do something in this regard and hence this
initiative of Maruti Driving Schools."

MARUTI INSURANCE

Launched in 2002 Maruti Suzuki provides vehicle insurance to its customers with the
help of the National Insurance Company, Bajaj Allianz, New India Assurance and
Royal Sundaram. The service was set up the company with the inception of two
subsidiaries Maruti Insurance Distributors Services Pvt. Ltd and Maruti Insurance
Brokers Pvt. Limited

This service started as a benefit or value addition to customers and was able to ramp
up easily. By December 2005 they were able to sell more than two million insurance
policies since its inception.

ONE STOP SHOP

At Maruti Suzuki, customers will find all car related needs met under one roof.
Whether it is easy finance, insurance, fleet management services, exchange- Maruti
Suzuki is set to provide a single-window solution for all car related needs.

THE LOW COST MAINTENANCE ADVANTAGE

The acquisition cost is unfortunately not the only cost customers face when buying a
car. Not so in the case of a Maruti Suzuki. It is in the economy segment that the
affordability of spares is most competitive, and it is here where Maruti Suzuki shines.

LOWEST COST OF OWNERSHIP

The highest satisfaction ratings with regard to cost of ownership among all models are
all Maruti Suzuki vehicles: Zen, Wagon R, Esteem, Maruti 800, Alto and Omni

30
1.2.5 AREA OF OPERATION

The area of operation covers entire district of Bellary, hospet, Raichur, Koppal ,
Gadag other nearby areas.

1.2.7 COMPETITOR’S INFORMATION

Tata motor

Hyundai India

Ford India

Fiat IndiaGeneral motors’ India

1.2.8 Infrastructural facilities.

The Show room and workshop are centrally air cooled. Apart From all other full
fledged Workshop which caters the service needs in the rural areas in and around
Bellary and neighboring district of Bellary. A company is well managed by a team of
expert’s experiences and Professional.

The facilities that are available at the showroom are air cooled showroom, customer
lounge, television for entertainment, children’s park, cafeteria.

Manpower strengths of KPF Pvt Ltd

NAME DESIGNATION

Sri Vijayanand CEO

Mr. Kiran kumar HR manager

31
Mr. venkat reddy Works manager

Mr. Ragavendra Supervisor (Service)

Mr. Vinay kumar Customer care manager

Ms. kavitha Customer care executive

Ms. Poornima Tele marketing

Departmental study
There are seven basic dimensions, which represent the core of managerial activities.
These are the “levers” used by executives to influence complex and large
organizations. Obviously, there was a concerted effort on the part the originators of
the model to coin the managerial variables with words beginning with letter S so as to
increase the communication power of the model. The seven S are:

Departmental study OF KPF Pvt. Ltd

1. Structure:

There are five functional departments of the organization-

I. PURCHASE DEPARTMENT
II. SALES DEPARTMENT
III. MARKETING DEPARTMENT
IV. FINANCE DEPARTMENT

32
 V. HUMAN RESOURCE DEPARTMENT
Purchase Department:

In KPF Pvt Limited, the purchase department purchases or places order with MUL for
the vehicles. An assistant Manager handles this department but GM and CEO are the
only authorized to finalize the order placement. Order placement differs for different
models of cars.

Techniques of Order Placement and Supply:

 Maruti 800, Omni, Estilo and Wagon-R models are placed for order depending
funds available with the company. There is a certain quanta finalized by MUL
to send these models to various dealers. But Maruti 800 and Omni are
intended without any order placement as they enjoy regular demand.
 Maruti, Esteem, Baleno, Gypsy these are ex-stock available of these models
with Maruti Udyog Limited. There is also no waiting period for these cars as
they are available off the shelves. Hence, it depends on how much the dealers
can pick up and dispose in the market.
 Swift, Swift Dezire and Sx4 are the models that enjoy more demand and thus
require a little time after placing the order.
Sales Department:

Sales department has various sub divisions like the reception or enquiry, looking
section, allotment section, pre delivery inspection and delivery department.

In short the sales department is the one which handles the consumer right from his
entry. It provides:

 Quotation of Vehicles
 Information on Models
 Information of Prices
 Information of Colors etc.
It also books the vehicles and takes care of the delivery process to the consumer.

Marketing Department:

33
The marketing department of KPF Pvt. Limited markets the company’s products and
services and focuses mainly on getting orders for the company and thus promoting
sales.

The various ways of promotion are as follows:

Advertising and Publicity:

KPF Pvt. Ltd Limited advertises in almost all leading newspapers and magazines like
Ennadu, Deccan Herald, and Indian Express etc. It also advertises on TV Channels
and hoardings put at prominent places for publicity.

Personal Selling:

KPF Pvt. Limited enjoys both indoor and outdoor marketing executives to promote
sales. The indoor task force looks after consumers enhancing the showroom whereas
outdoor marketing executives go out in the field to market the product and make
sales.

Sales Promotion:

 Holding displays in roads safety weeks, auto expo etc

 Organizing service camps in different parts of the states in and around
the cities.
 Various demonstrations and test drives are held in the showroom and
also outdoors for the customer.

Finance Department:

In Pratham Motors Limited, the finance department is also known as the system and
accounts department. It keeps:-

 The Accounts of the customers.

34
  The accounts of the individual and corporate companies.
 Handles the invoicing of the CSD sales, Central and State Government
and DGS and Defense.
 Payment of salaries to staff and maintenance of overheads.

Human Resource Department:

Human Resource Department is concerned with providing learning and development

opportunities, making training interventions and planning conducting training
programs. HRD involves the following activities-

Human Resource Department builds upon feedback and reinforces mechanism. It

helps individuals to recognize their potential and help them to contribute their best
towards the various organizational goals, thus on expected activities to perform.

HR department looks after the recruitment process for the organization. It includes
manpower planning, their recruitment, induction and training programs, employee
transfers, increments, promotions, attendance, job analysis, HR policies, employee
records, incentive schemes, performance appraisal, employee relations, retention
plans and exit interviews to know the opinion of the leaving employees and their
reasons for quitting the job. This would help the department to improve the employee
retention plans.

Figure : 12

OVERALL ORGANIZATIONAL STRUCTURE

35
 BOARD OF DIRECTORS

CHIEF EXECUTIVE

MANAGER MANAGER SALES CHIEF FINANCE

WORKS OFFICER

STORE PDI SERVICE CCM FRONT

INCHARGE SUPERVISIOR ADVISOR OFFICER
CCE 1 INCHARGE

CCE 2

COMP STORE SUPERVISOR

OPERATOR KEEPER SRI EDP CCM ACC.1

EDPEXE.1&2 ACC ASST.1&2

BODY SHOP WASHI MECAHANIC 1..2

INCHARGE

TINKER PAINTER HELPER

1&2

HELPER 1&2 HELPER TRUE TELE SHOW FIELD FIELD

1&2 VALUE MARKETI ROOM EXECUTIV EXECUTIVE 1&
MANAGE NG EXECUTIVE E 6
R 1 &5

TRUE
VALUE
EXE.1&1

System:

Let us take the order placement system of the Purchase Department. Techniques of
order placements depend on the model of the car and its waiting period.

 Models like Maruti 800 and Omni are indented without any order placement
as they enjoy regular demand.

36
  Zen Estilo, Alto and Wagon R models are placed for order depending upon the
availability of funds with the company. There is a certain quanta finalized by
MUL to send these models to various dealers.
 Ex-stock models like Maruti800, Esteem, Baleno, Gypsy does not have
waiting period as they are available off-the-shelf. Hence it depends on dealers
and how much it can pick up and dispose in the market
 Swift, Swift DZire, SX4 and Grand Vitara are the models enjoying more
demand and require a waiting period after placing order. Among these, Swift
DZire is the one with the longest waiting period of 8-12 months.

Style:

GM and CEO are at the top management level. Under them, an assistant manager
handles each department. KPF Pvt. Limited follows an Authoritarian style of
management as only the GM and CEO are authorized to make final decisions.

E.g. An assistant manager handles the Purchase Department but only the GM and
CEO have the authority to finalize the order placement decisions.

Staff:

CEO and Senior General Manager are at the top management level. At the middle
management level, there are General Managers for HR, EDP, RTO, Marketing and
Sales. At the lower level there are team leads, executives, clerks, telephone operator,
technical staffs etc. There are two types of staff at KPF- (i) Temporary and (ii)
Permanent. Every staff undergoes an Induction programmed at the time of joining
KPF. Newly joined staffs are given a period of six months for testing their
performance. They are paid just like permanent staffs but if they do not perform up to
the expectation at the end of six months, they are given a maximum of two to three
months to improve their performance. If they do not perform up to the expectation
level even after giving two three months, they are terminated. And if they are
performing according to the expectation, then they are converted to permanent staffs
of KPF.

Skills:

37
The skills of KPF are its effective sales, service, sound HR practices and quality
policy. Its salesman sales not only cars but accessories, insurance and finance. It has a
wide network of service with towing facility at every nook and corner. KPF has its
strength in its human resource. It also has an effective customer relationship
management system tracking prospective customer and maintaining the relation even
after sales.

Its skills comprises of top management skills of chief GM s and CEOs and middle
management skills and operational level skills of clerks, technicians, salesperson etc.

Strategy:

The strength of KPF lies in its human resources and it has developed some of the best
HR practices. The HR department organizes Yoga classes for its employees with back
problem and other health related issues.

It is conscious about its environment and utilizes the natural raw materials effectively.
When there was a shortage of water supply at Mangalore workshops, it developed a
bore well that could store rainwater and it was more pure and free from soil particles.
This avoided rust, dampening and scratches on car body after washing.

Shared Values:

KPF has a quality policy of continuous improvement in customer satisfaction and

adhering to Quality Management System. It always strives for continuous
improvement in quality of their services to customers and keeps the position as the
leading dealer of South India.

It is now giving its importance to Human Resource department and realizes the
importance of its human resources. It is one of the most valued assets in KPF. Its HR
department looks after the recruitment process, manpower planning, providing
learning and development opportunities, making training interventions and
conducting training programs. This helps in realizing their goal of improving
customer satisfaction whether it is sales or service or after sales follow up.

38
CHAPTER : III

SWOT analysis

A scan of the internal and external environment is an important part of the strategic
planning process. Environmental factors internal to the firm usually can be classified
as strengths and weakness, and those external to the firm can classified as
opportunities, threats.

39
Strenghts

 Established distribution and after sales networks

 Brand image

 Experience and know-how in technology

 Japanese Technology

 Low maintenance cost of vehicle as parts are easily available every where

 Bigger name in the market

 Trust of People.

 Maintain timely delivery of goods and services

 Highly skilled and competitive workforce.

 Quality of the service.

Weakness

 Lack of experience with the foreign market

 Inexperience with foreign workforce

 Heavy import tariffs

 Lesser diesel models in the market compare to others

Opportunity

 Increased purchasing power of Indian middleclass category

 Govt. subsidies

 Tax benefits

 Foreign collaboration

40
  Attraction Of Youth

 Already a market leader so great opportunity to be the king of market in every

stage of industry

Threats

 Threats from Chinese manufactures

 India as well as foreign competitors

 Fuel Prices.

Profile of regional scenario

Bellary district makes its name
which is the seat of district
the important district
has an area of 19885 sq kms i.e.
largest district in the state.
from its head quarter town,
administration. Bellary is one of
of Karnataka; the Bellary district
956220 hectors, which is the 11th

According to 2001 census the population of district was

1489255 of the total population 9880961 are living in rural areas
while 490971 lives in urban area. According to statistical
department the population of Bellary in 2009-2010 would be
above 18 lakhs.

It was a great experience for me for the entire 10 weeks in the

KPF PVT.LTD. KPF PVT.LTD is the MARUTHI SUZUKI
dealer in Bangalore. During my in-plant training I understood
that practical situation is complex in nature and they are
entirely different from one situation to another.

41
KPF PVT.LTD is one of the best organizations. I got all the information, knowledge
and experience about all the functional areas, departments and their responsibilities.

Objectives of the study

The primary objective of the organization study is to make the student know the
practical applicability with respect to the theoretical concept in the business decisions.

To understand the behavior, culture of the KPF pvt.ltd motors and to know about
various policies of the organization and its performance and its future strategies.

During the ten week in-plant training I came to know how the company is adopting
the various method to attract the customers and also to retain customers, mainly
focuses on customer satisfaction.

I also learnt that giving training to the employees that is on the job and off the job
training, team work, setting the targets and achieving in specified period of time, their
internal policies like recruitment policy, safety policy, HR policies etc.

I had interaction with all employees, staff members and various department heads and
came to know the real situation, duties, responsibilities functions in all departments in
the organization and helped me providing relevant information.

The main purpose of the organization study is to make a student acquainted with the
practical knowledge about overall functioning of organization. It gives opportunity to
study staff and line management, which helps employees to communicate very easily
and very fast in all the situation and also makes employees face different situations in
the corporate world.

In the first week I visited some of the department and observed their functions of the
KPF PVT.LTD motors mainly for the achievement of company objectives. I also
learnt how the company always try to do some innovations to survive in this global
market. More importantly I was able to notice during my in-plant training in having
uniform, which highlighted equality among staff. The HR department , finance

42
department, marketing department and service department were visited , where I was
able to understand the importance of each department and their contribution towards
the workers and officers. Uniform for all officers as well as a worker within the
organization is same.

It was really great experience great doing the in- plant training in a company like KPF
PVT.LTD MOTORS PRIVATE LIMITED, employees from every corner of the
department including the to management were very cooperative and helped me
getting information for the successful of the in-plant training. The entire environment
was very pleasant and I did not feel any kind of difficulty during the whole In –plant
training. Finally I would like to conclude that in this In-plant training provided me a
opportunity to understand the varied functions that has been carried in the
organization to meet the changing corporate training.

CHAPTER : VI

PART B

6.1 Statement Of The Problem

The statement here is to measure the “customer satisfaction towards after sales and
service of maruti suzuki cars” and we know that knowledge of the customer
satisfaction for a product is essential for the manufacturers and dealers of the product
in order to get an idea what the customer thinks about the sales process, after sales
service, and the product as a whole. This helps the manufacturers to predict how
customers are likely to react to various information environmental cues, and is able to
shape their marketing strategies accordingly. The company is interested in having the
knowledge of its competitor’s product’s customer satisfaction. The customer
satisfaction here refers to sales process, after sales service and product as a whole.
Thus, the research problem selected for the purpose is customer satisfaction study
with special focus on maruti suzuki.

6.2 Objective of The Study

• To study the automobile industry.

• To study the functioning and different departments of KPF Pvt. Ltd.

43
 • To compare performance of Maruti Suzuki with respect to other brands in the
market.

• To analyze various customer satisfaction initiatives taken up by KPF Pvt. Ltd.

• To suggest measures to improve customer satisfaction.

6.3 METHODOLOGY

The method employed in the project for collection and analysis of the information is
the primary sources and secondary sources.

1. PRIMARY SOURCES:

By observation the various steps in the work of the dept. the data collected and also,
glancing over the tasks performed by the employees during the working hours.

By communicating with employees’ and officers about their routine jobs, their
experience in the company through interview method.

2. SECONDARY SOURCES:

From the earlier records of the company, the data was collected. Viz, annual reports,
company circulars, Brochures, Pamphlets, Journals and magazines.

6.3.1 Research Methodology

 Customer satisfaction research yields information that helps a company.
 Better plan their business, marketing and sales activities
 Safeguard and increase its revenue streams

44
  Safeguard and increase its customer base
 Optimize costs of sales
 Increase brand value
 Adjust competitive strategies
 Safeguard company from competitive actions
 Speed new product adoption

Types Of Questionnaires

Structured Questionnaire

1. Multiple choices

2. Dichotomous

3. Open ended questions

In the present questionnaire includes multiple choice questions, Dichotomous &

open ended questions.

Data collection
As a result, a secondary source of data will not be available for the present study.
Therefore, the researchers will require primary data to investigate research questions.
To collect data from the primary sources, the researchers will use the questionnaire
survey method. This method is commonly used in consumer surveys to collect data
from primary sources. That means the questionnaire will be distributed among the
customers through the researchers’ friends and relatives. Numerous reasons
accounted for the choice of this research method. First, it allows large amounts of
information to be obtained at a relatively low cost. Second, more accurate responses
are obtained because interviewer bias is avoided. Finally, the number of non-usable
questionnaires is reduced since the personal contacts tend to make respondents more
cooperative in completing the questionnaires.

Sampling Technique

45
As the study was based on “Customer Satisfaction” I had to collect first hand
information from the customers so I chose personal interview method, where I
met customers personally in their house, office and got the required data first
hand.

Sample Description

No research work can be undertaken without the co-operation of the respondents,

who are interviewed from which data was collected through questionnaire. Therefore,
respondents play an important role in these types of studies. The data collected were
through questionnaire. The customers of MARUTI SUZUKI CARS have filled the
questionnaire.

Method Adopted For Communication

Method adopted for communication was Direct Communication with the respondents.
The customers are surveyed with the Questionnaires designed for the same.

6.3.2 Sample Design

The instrument used for acquiring the information is questionnaire. The questionnaire
method was chosen keeping in mind its simplicity and reliability. For collecting the
necessary data one questionnaire was designed.

6.3.3 Sampling Unit: Users of Maruti Suzuki

Frame: Bellary

6.3.4 Sampling Size : 100

6.3.5 Sampling Method: Convenient Sampling.

46
6.3.6 Data Collection Technique: Questionnaire. It includes following

Types of questions: open ended, close ended, dichotomous,

ranking questions.

6.3.7 Data Analysis Technique: Simple Average method

used to analyze the collected data.

The data has been collected with the help of questionnaire. And it has been analyzed
and interpreted with the help of tables and graphs along with relevant information.

Tools Used For Data Analysis

Statistical Tools: Statistical tools such as tabulation, construction of charts,

Percentage Method for analysis from the raw data are widely used.

Software Tools: The software used for the data analysis is Microsoft Excel and
Microsoft Word.

6.4 Limitation Of The Study

 Analysis was based on the assumption that all the respondents’

information is true.
 Respondent provide data from their memory recall, there may only be rough
estimates.
 Sample size is restricted to 50 respondents only.
 There wasn’t 100% response from the customers, who could not devote
time for answering questions.
 There was the problem of communication in this case some willing
customers could not understand English, hence being unable to respond
 The survey was limited to potential customers of Bellary.

47
CHAPTER VII

Analysis, Observations And Inferences

Table 1: Occupation of the Respondents: A question has been asked to the

respondents to find out there occupation like students, service, business and others.

NO OF RESPONDANTS PERCENTAGE

STUDENTS 2 2
EMPLOYEES 36 36
BUSINESS 54 54
OTHERS 8 8
TOTAL 100 100

Graph for table 1:

48
 120

100

80

60 No. of respondents
percentage
40

20

0
Students Employees Business Others Total

Interpretation:The analysis shows that 52% of the respondents were Employees, 2%

respondents were student, and 54% of respondents were businessman. It depicts that
Bajaj vehicle has good impact on the Business community.

Table 2: Monthly house hold income

No. of Respondents % of
Income
Respondents

25000-30000 36 36

30000-35000 44 44

35000-40000 16 16

40000&above 4 4

Total 50 100

Source: Field Survey

Graph for table 2:

49
 120

100

80

60 No. of respondents
percentage

40

20

0
25000-30000 30000-35000 35000-40000 40000&above Total

Interpretation:

The analysis shows that the household’s income of the respondents, which
reveals that in the recent time and income of 25000 – 30000rs, is 36% of respondents
& 30000- 35000 is 44% . This shows that a majority of middle class and upper class
families afford to get MARUTI SUZUKI car for their family.

Table 3:Car owned by the respondents.

No. of % of
Car own
Respondents Respondents

Maruti 800 12 12

Omni 24 24

Swift 30 30

Wagon R 8 8

Alto 18 18

A star 0 0

Ritz 4 4

other 2 2

50
 Total 100 100

Source: Field Survey

Graph for table 3:

120
100
80
60
40 No of respondents
20 percentage

Interpretation:

It has been observed that the majority of the respondents are purchased Omni &
swift. 18% purchased Alto.

Table 4: Showing Respondent’s like about maruti suzuki cars

No. of Respondents % of Respondents

power 10 10

performance 6 6

Fuel economy 20 20

interiors 14 14

Low Maintenance 32 32

All the above 44 44

Total 100 100

Source: Field Survey

Graph for table 4:

51
 120

100

80

60

40 No of respondents
Percentage
20

0
r ce y rs ce ve l
we ta
o an nom erio tain abo To
p rm co t
r fo le in ain he
e e m ll t
p fu lo
w A

Table 5: showing opinion about the availability is of spares parts for your vehicle

No. of Respondents % of Respondents

Satisfaction
satisfactory 100 100

Not satisfactory 0 0

Total 100 100

Source: Field Survey

Graph for table 5:

52
 120

100

80

60 No of respondents
percentage

40

20

0
Satisfactory Not satisfactory Total

Interpretation:
The study depicts that of the respondents are satisfied with the availability of the spare
parts.

Table 6: Are you satisfied with performance of your vehicle?

No. of Respondents % of
Satisfaction
Respondents

Yes 96 96

No 4 4

Total 50 100

Source: Field Survey

Graph for table 6:

53
 120

100

80

60 No of respondents
percentage

40

20

0
Category 1 Category 2 Total

Interpretation:
The table shows that most of respondents were satisfied with the performance of
their vehicle. Only the 4% of respondents were not satisfied with it.

Table 7: How is the maintenance cost of your vehicle

No. of Respondents % of
Maintenance
Respondents

High 14 14

Reasonable 82 82

Low 4 4

Total 100 100

Source: Field Survey.

Graph for table 7:

54
 120

100

80

60 No of respondents
percentage

40

20

0
High Resonable Low Total

Interpretation:It is observed from the above table that 82% of respondents

said that maintenance cost of their vehicle is reasonable, 14% respondents said
it is high and very less respondents say that it is low.
Table 8: Showing opinion about the after sales and services provided by
KPF Maruti Suzuki
No. of Respondents % of Respondents
Opinion
Excellent 22 22

Good 58 58

Satisfactory 16 16

Not satisfactory 4 4

Total 100 100

Source: Field Survey

Graph for table 8:

55
 120

100

80

60
No of respondents
Percentage
40

20

0
Excellent Good Satisfactory Not Total
satisfactory

Interpretation:
From the above analysis found that, 22% have rated Excellent, 58% have rated good,
and 16% have rated as satisfactory. 4% have rated as not satisfaction.

Table 9: Table showing difficulty in locating our service center

No. of Respondents % of Respondents

location
Yes 72 72

No 28 28

Total 100 100

Source: Field Survey

Graph for table 9:

56
 120

100

80

60 No of respondents
percentage

40

20

0
Yes No Total

Interpretation:

Most of the replied that they have difficulty in locating service center. 72% of the
people have rated yes & 28% of the people have rated no.

Table 10: Value for money

No. of Respondents % of Respondents

Income
Strongly disagree 4 4

Disagreee 0 0

Neither agree Nor disagree 4 4

Agree 92 92

Strongly agreee 0 0

Total 100 100

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Graph for table 10:
120

100

80

60
Series 1
Series 2
40

20

0
Strongly Disagree Neither agree Agree strongly agree total
disagree nor agree

Interpretation:
From the above analysis found that, 92% of respondents are agreed it as value for
money, 4% are neither agree nor disagree& 4% respondents are strongly disagree.

Table 11. What do you think about the infrastructure in KPF Pvt.Ltd?

No. of Respondents % of Respondents

Income
Very good 0 0

Bad 0 0

Neither bad Nor good 2 2

Good 66 66

Excellent 32 32

Total 100 100

Source: Field Survey

Graph for table 11:

58
 120

100

80

60
No of respondents
percentage
40

20

0
Very good Bad Neither bad Good Excellent Total
Nor good

Interpretation:
From the above analysis, 66% of respondents have rated it is good& 32% have rated
as Excellent.

Table 12. Are you satisfied regarding complaint recognition?

No. of Respondents % of Respondents

Complaint
Yes 94 94

No 6 6

Total 100 100

Source: Field Survey

Graph for table 12:

59
 120

100

80

60 No of respondents
percentage

40

20

0
Very good Good Average

Interpretation:
The above given statistics show that 94% of the respondents are satisfied in
respect of complaint recognition by the service personnel. The remaining 6% of
the respondents are not satisfied because the service facility didn’t take personal
care to set right the problem in the vehicle faced by the respondents.

Table 13. Service personnel’s attitude towards you (greeting, Seating, Selling)

No. of Respondents % of Respondents

Attitude
Very good 18 18

good 74 74

average 8 8

poor 0 0

Total 100 100

Source: Field Survey

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Graph for table 13:
120

100

80

60 No of respondents
Percentage

40

20

0
Very good Good Average Poor Total

Interpretation
From the above analysis, found that 74% have rated it as good, 18% have rated very
good, & 8% have rated average

Table 14. Décor of the waiting area is pleasing

No. of Respondents % of
Income
Respondents

Very good 6 6

Good 54 54

Average 40 40

Poor 0 0

Total 100 100

Source: Field Survey

Graph for table : 14

61
 120

100

80

60 No of respondents
percentage

40

20

0
Very good Good Average Poor Total

Interpretation:
From the above analysis, 54% of respondents have rated décor of the waiting
area is good, 40% have rated average, 6% have rated very good.

15 Was your vehicle ready for delivery at the promised time

after servicing?

No. of Respondents % of
Respondents

Yes 88 88

No 12 12

Total 100 100

Source: Field Survey

Graph for table 15

62
 120

100

80

60 No of respondents
percentage

40

20

0
Yes No Total

Interpretation:
The study shows that for majority of the customers, the vehicles have been delivered
on time. So most of the customers are quite satisfied with the punctuality of KPF Pvt Ltd...
Only a minority of 12% of the respondents replied in negative way.

16. Overall how do you rate the quality of service?

No. of Respondents % of
Income
Respondents

Very good 18 18

Good 60 60

Average 22 22

poor 0 0

Total 100 100

Source: Field Survey

Graph for table 16

63
 120

100

80

60 No of respondents
percentage

40

20

0
very good Good Average Poor Total

Interpretation:
After sales, service is a must for customers. This is provided by the above analysis.
60% of the respondents have rated the quality of service as good, 22% of the
respondents have rated the quality of service as average. 18% respondents have rated
that as very good and 0% rated as poor. It means the service provided by the service
center is good.

17.Will you recommend our service center to your friends?

No. of Respondents % of
Recomendation
Respondents
s
Yes 98 98

No 2 2

Total 100 100

Source: Field Survey

Graph for table 17

64
 120

100

80

60 No of respondents
percentage

40

20

0
Yes No Total

Interpretation:
The statistics reveals that 98%% of the respondents are satisfied with the service
center and are willing to recommend the service center their friends and relative
Chapter : VI
Findings:

 From the data interpreted it could be seen that majority of the respondents are
business personals such that 54 % of the respondents were business person, 2%
respondents were student, and 36% of respondents were employees.
 The analysis shows that 52% of the respondents were Employees, 2% respondents
were student, and 54% of respondents were businessman. It depicts that Bajaj vehicle
has good impact on the Business community
 The analysis shows that the household’s income of the respondents, which reveals
that in the recent time and income of 25000 – 30000rs, is 36% of respondents &
30000- 35000 is 44% . This shows that a majority of middle class and upper class
families afford to get MARUTI SUZUKI car for their family.
 It has been observed that the majority of the respondents are purchased Omni & swift.
18% purchased Alto.
 The study depicts that major part of the respondents are satisfied with the availability
of the spare parts. Only 11% of respondents are not satisfied with it.

65
 The table shows that most of respondents were satisfied with the performance of their
vehicle. Only the 4% of respondents were not satisfied with it.
 It is observed from the above table that 82% of respondents said that maintenance cost
of their vehicle is reasonable, 14% respondents said it is high and very less
respondents say that it is low.
 From the above analysis found that, 22% have rated Excellent, 58% have rated good,
and 16% have rated as satisfactory. 4% have rated as not satisfaction.
 From the above analysis found that, 92% of respondents are agreed it as value for
money, 4% are neither agree nor disagree& 4% respondents are strongly disagree.
 From the above analysis, 66% of respondents have rated it is good& 32% have rated
as Excellent.
 The above given statistics show that 94% of the respondents are satisfied in respect of
complaint recognition by the service personnel. The remaining 6% of the respondents
are not satisfied because the service facility didn’t take personal care to set right the
problem in the vehicle faced by the respondents.
 From the above analysis, found that 74% have rated it as good, 18% have rated very
good, & 8% have rated average.
 From the above analysis, 54% of respondents have rated décor of the waiting area is
good, 40% have rated average, 6% have rated very good.
 The study shows that for majority of the customers, the vehicles have been delivered
on time. So most of the customers are quite satisfied with the punctuality of KPF Pvt
Ltd.. Only a minority of 12% of the respondents replied in negative way.
 After sales, service is a must for customers. This is provided by the above analysis.
60% of the respondents have rated the quality of service as good, 22% of the
respondents have rated the quality of service as average. 18% respondents have rated
that as very good and 0% rated as poor. It means the service provided by the service
center is good.
 The statistics reveals that 98%% of the respondents are satisfied with the service
center and are willing to recommend the service center their friends and relatives.

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Suggestions:

 To improve on their service areas, such as greeting the customers. This

could lead in attracting more prospective customers like students and
business men’s.

 The customers should be educated about the importance of service there

vehicle in a fixed schedule.

 Research should be done by Maruti suzuki to come up with more car safety and
comfort features.
 Ford should come up with vehicle with better mileage considering the Indian
roads and the poor traffic.
 Managerial decisions should be made considering these aspects.
 Maruti suzuki should aim at high quality service, speedy work reliable servicing
and sincere attitude to the customer in order to achieve customer satisfaction.
 KPF Should have a better and professional approach towards each customer.

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 KPF Pvt Ltd. should put up service camps around the city of Bellary and around
the city to ensure better customer satisfaction.
 Maruti suzuki should come up with vehicle for students which are affordable and
trendy.

Conclusion:

In order to run a sustainable business in the long run, it is important for any
automobile manufacturing company to differentiate in the after sales service. Sales
are only the beginning of the process. At the point of sale the customer has only
purchased the car not the “driving experience”. The customer gets its true values for
money through the happy driving experience that comes through a careful and after
sales service. This service continues as long as the person drives the car in itsb
lifetime. Many auto manufacturers miss on this point, which can become a major
differentiating strategy in the marketing decisions.

This report gives us brief information of the customer satisfaction regarding with the
products & services provided by maruti suzuki & satisfaction level of its customers &
also how the co. is growing in the market with the new products & services. This
study has also helped me to widen my knowledge about automobile products & varies
preferences of customers towards the automobile products & services.

68
Questionnaire

Dear Sir/Madam,

I would like introduce myself as a MBA student of new horizon college of

engineering, Bangalore and doing a project on the topic Analysis of Customer
Satisfaction towards Maruti suzuki stores”. This project is to be submitted to the
vishweshrayya technological university (VTU) for the award of Master of Business
Administration (MBA). Hence I, request you to kindly spend few minutes in
answering this.

Questionnaire

69
Name:

Gender: male [ ] female [ ]

Mobile No.

1. Age:

20-25[ ] 25-30[ ] 30-35[ ] 35&above [ ]

2. . Occupation of the Maruti suzuki car owner

a. Student [ ] b. employee [ ]

c. Business [ ] d. Other [ ]

3. . Monthly house hold income

a.25000 – 30,000 [ ] b. 35,000 – 40,000 [ ]

c.40,000 – 45,000 [ ] d. 50,000 – Above [ ]

4. Which car you own

a. Maruti 800 [ ] b. Omni [ ] c. swift [ ] d. Ritz [ ]

e. wagon R [ ] f. Alto[ ] g. A star[ ] h. other [ ]

5. What do you like about maruti suzuki cars?

a. power [ ] b. performance [ ] c. fuel economy [ ]

d. interiors [ ] e. low maintenance [ ] f. all the above [ ]

70
 6. What is your opinion about the availability is of spares parts for your
vehicle?
a. satisfactory [ ] b. unsatisfactory [ ]

7. Are you satisfied with performance of your vehicle?

a. Yes [ ] b. No [ ]

8. How is the maintenance cost of your vehicle?

a. High [ ] b. Reasonable [ ] c. Low [ ]

9. What is your opinion about the after sales and services provided by KPF
maruti suzuki?
a. excellent [ ] b. good [ ] c. satisfactory [ ] d. not satisfactory [ ]

10. Did you have any difficulty in locating our service center?

a. Yes [ ] b. No [ ]

11. How would you rate Maruti on the following parameter.

Strongl Disagree Neither agree Strongly

y agree agree

disagree Nor
disagree

Knowledgeable sales person

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 Employees spent enough time
with you: before sales

During sales

After sales

Availability of the product

Prices are affordable

Décor of the waiting area is

pleasing

Offered a test drive

Responds to complaints quickly

Service at Maruti service station is

excellent

Value for money

12. What do you think about the infrastructure in KPF Pvt.Ltd?

a. very bad [ ] b. bad [ ] c. neither bad nor good [ ]

d. good [ ] e. excellent [ ]

13. Service personnel’s attitude towards you (greeting, Seating, Selling)?

a. Very good [ ] b. Good [ ] c. Average [ ] d. Poor [ ]

14. Are you satisfied regarding complaint recognition?

a. Yes [ ] b. No [ ]

15. Was your vehicle ready for delivery at the promised time after servicing?
a. Yes [ ] b. No [ ]

16. At the time of delivery was your vehicle cleaned and polished?

72
 a. Yes [ ] b. No [ ]

17. Overall how do you rate the quality of service?

18. a. Very Good [ ] b. Good [ ]
c. Average [ ] d. Poor [ ]

19. Will you recommend our service center to your friends?

a. Yes [ ] b. No [ ]

Thank you!!

BIBLIOGRAPHY

WEBSITES:-

 Www.Marutisuzuki.Com
 Www.Google.Com
 Www.Wikipedia.Com
 Www.Nic.Com

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