A STUDY ON PRODUCT ATTRIBUTES AND IT’S IMPACT ON

BUYING BEHAVIOUR OF MARUTI CAR WITH SPECIAL

REFERENCE OF INDUS MOTORS

Project Report
Submitted in partial fulfillment of the requirements for the Award of the Degree of

BBA; LL.B
Offered by the University of Calicut

Submitted By
NAME MUHAMMED SHAMEEL V
REG NO: LMASLBA038

Under the guidance of

SITARA RAJAN K
Assistant Professor
Dept. of Management Studies

MARKAZ LAW COLLEGE

Affiliated to the University of Calicut and approved by BCI
MARKAZ KNOWLEDGE CITY
Kannoth (PO)

1
 Kaithapoil, Kozhikode

OCTOBER - 2022

MARKAZ LAW COLLEGE

(Affiliated to the University of Calicut and approved by BCI)
MARKAZ KNOWLEDGE CITY
Kannoth (PO), Kaithapoil, Kozhikode

CERTIFICATE

This is to certify that the Project report entitled “A STUDY ON PRODUCT

ATTRIBUTES AND IT’S IMPACT ON BUYING BEHAVIOUR OF MARUTI CAR
WITH SPECIAL REFERENCE OF INDUS MOTORS” is a bonafide record of the work
done by MUHAMMED SHAMEEL V with Register Number LMASLBA038 in partial
fulfillment of the requirement for the award of degree of BBA; LL.B offered by the University
of Calicut.

MRS.SITARA RAJAN N Mr Ibrahim PK

(Internal guide ) (Head of department)

2
 DECLARATION

I,MUHAMMED SHAMEEL V (LMASLBA038) here by declared that the project report

titled “A STUDY ON PRODUCT ATTRIBUTES AND IT’S IMPACT ON BUYING
BEHAVIOUR OF MARUTI CAR WITH SPECIAL REFERENCE OF INDUS
MOTORS” is an original work done by me and submitted to MARKAZ LAW
COLLEGE, affiliated to the University of Calicut and approved by BCI in practical
fulfillment for the requirements for Five year Bachelor of Business Administration and
Bachelor of Laws (Honours). I further declare that this work is not partly or wholly
submitted for any other purpose and that the data include in the report, collected from
various sources, are true to the best of my knowledge.

MUHAMMED SHAMEEL V

LMASLBA038

3
 ACKNOWLEDGEMENT

I would like to seize this occasion to acknowledge my sincere gratitude to each and every
person who has extended a supporting hand to me for the successful completion of this
project.

To begin with, I am really grateful to Mr. Vijith for his help and guidance and above all
for providing an opportunity to do this project in INDUS MOTORS NADAKKAVU

I hereby express my sincere thanks to all staff of Indus Motors Nadakkavu for providing
immense help, support and co-operation throughout my project period.

I wish to place my profound sense of gratitude to Dr. Anju N Pillai, Principal, Markaz
Law College for her valuable co-operation for the successful completion of this project.

I hereby express my sincere gratitude to my project guide SITHARA RAJAN N

Assistant Professor, Markaz Law College for providing me with proper guidance and
advice throughout project period, and during the preparation of this report.

Last but not the least; I would like to thank all my family members and friends for the
support they have extended to me all along in many different ways.

4
 MUHAMMED SHAMEEL V

LMASLBA038

CONTENTS
CHAPTER CONTENTS PAGE NO
1 INTRODUCTION

1.1 INTRODUCTION

1.2 OBJECTIVE OF THE STUDY

1.3 STATEMENT OF PROBLEM

1.4 SCOPE OF THE STUDY

1.5 RESEARCH METHOD

1.6 LIMITATIONS OF THE STUDY

2 REVIEW OF LITERATURE
2.1 REVIEW OF LITERATURE

2.2 THEORETICAL FRAME WORK

3 PROFILES

3.1 INDUSTRY

3.2 COMPANY

3.3 PRODUCT

4 DATA ANALYSIS AND INTERPRETATION

5 FINDINGS ,SUGGESTIONS AND CONCLUSSION

5.1 FINDINGS

5.2 SUGGESTIONS

5.3 CONCLUSION

5
6 BIBLIOGRAPHY
7 APPENDIX

6
TABLE NO NAME OF THE TABLE PAGE NO
4.2.1 AGE

4.2.2 USERS OF MARUTI CAR FROM INDUS MOTORS

4.2.3 MILEAGE

4.2.4 DESIGN

4.2.5 BUILD QUALITY

4.2.6 PRICE

4.2.7 ATTRACTING FACTOR

4.2.8 CUSTOMERS SATISFICATION

4.2.9 AFTER SALE SERVICES

4.2.10 CUSTOMER CARE REPRESENTATIVES

4.2.11 BOOKING FACILITIES AT INDUS MOTORS

4.2.12 OVER ALL SATISFICATION

4.2.13 RESALE VALUE

4.2.14 CAR CATEGORY

4.2.15 TRUST

4.2.16 DEALER PERFORMANCE

4.2.17 RECOMMENDATION

4.2.18 ADS

4.2.19 COMMUNICATION

4.2.20 RESOLVING QUERIES

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 CHAPTER 1

 INRODUCTION
 OBJECTIVE OF THE STUDY
 SCOPE OF THE STUDY
 RESERACH METHODOLOGY
 LIMITATIONS

8
1.1 INTRODUCTION
Transport Or Transportation Is The Movement Of People, Animals, And Goods From One
Location To Another. Modes Of Transport Include Air, Rail, Road, Water, Cable, Pipeline, And
Space. The Field Can Be Divided Into Infrastructure, Vehicles, And Operations. Transport Is
Important Because It Enables Trade Between People, Which Is Essential For The Development
Of Civilization. Vehicles Traveling On These Networks May Include Automobiles Bicycles,
Cars, Buses Trains, Trucks, People, Helicopters, Watercraft, Spacecraft, And Aircraft. Transport
Or Transportation Is The Means For Movement Of Humans, Animals, Goods, Etc. From One
Place To Another For Some Purpose Is Transportation That Enables Communication, Trade,
Exchange, Etc. Between Societies And Localities And Therefore, It Is Extremely Important For
The Development Of It. Transportation Contributes To The Development Of A Civilization's
Economic, Social, Political, And Cultural Fields And Improves Their Conditions. The
Revolutions That Happened Throughout History, Such As The Industrial Revolution, The
Russian Revolutions., Would Have Been Incomplete And Ineffective Without Good Means Of
Transportation. It May Also Be Said That Having Better And More Effective Means And Lines
Of Transportation Than Other Countries, Makes A Country More Powerful Or Prosperous. Thus,
It Becomes A Criterion To Assess The Development Of A Country.
Cars Are Used As The Means Of Transport, We Can Travel A Long Distance In A Short
Amount Of Time If Traveling By A Car Compared To Traveling On Foot. It Was First Invented
In 1769 By Nicolas Joseph Cugnot In France But The Vehicle He Invented Was The Three-
Wheeled Automobile That Was Quite Heavy And Had Very Slow Speed And It Worked Only
With Steam. Later In 1876, The Cars That Worked With Gasoline Were Invented By Nikola’s
Otto In Germany Which Was More Reliable And Useful Compared To Using Steam Which
Required Water To Boil First To Work. Now, Cars Have Been Invented That Work On Electric
Power As Well As Gasoline Which Is Quite An Impressive Innovation If I Must Say His
Invention Has Made Everyone’s Life Much Easier, People Can Travel Everywhere In A Short
Amount Of Time With Comfortable Seats, Ac And Many More Features The Cars Provide
These Days Overall With A Comfortable Atmosphere Is Provided By Cars. In Old Times, People
9
Used To Travel On Animals Or By Foot Which Took Them Days Or Weeks To Reach Their
Destination.
Speed Has Become Very Important To People In Our Century, Everyone Is Running After Their
Goals And Try Not To Waste Their Time On Anything, Which Is Why Cars Are Becoming
More Useful For Them And The Reason For That Is That Cars Help People Achieve Their Goals
By Making Them Reach Their Destination Early Without Wasting Any Of Their Precious Time.
As Cars Can Be Expensive, Banks Now Help People Get Cars With Installments So That Even
Middle-Class Families Can Afford A Car And Enjoy The Comfortableness That Comes With It.
Since Then, The Automotive Industry Has Witnessed A Very Large Development; Many
Different Designs Have Been Made For Cars.
In The 20th And 21st Centuries, Electric Cars Have Been Invented In Addition To Hybrid Cars
Powered By Fuel And Electricity. The First Hybrid Car Manufactured By Ferdinand Porsche
Was In 1901
Among The Leading Car Companies, Maruti Suzuki Is One Of The People's Choices. It Has A
Lot Of Trusted Customers And Users. It Is A Japanese Automobile Company Rooted In India.
It's Become The Common Man's Vehicle. Indus Motors Are One Of The Sellers And
Distributors Of Suzuki Vehicles In India. Suzuki Consists Of Sedans To Suvs. This Project Is
Conducted With Special Reference To Indus Motors.

Profile Of Maruti Suzuki India Limited

Maruti Suzuki India Limited Is A Subsidiary Of Suzuki Motor Corporation, Japan & India’s
Leading Passenger Car Manufacturer, Accounting For Nearly 45 Percent Of The Total Industry
Sales. Maruti Suzuki Offers 16 Brands With Near About 150 Variants. Maruti Offers Various
Brands Which Include Maruti 800, Alto 800, Alto K10, Estilo, Wagon-R, Omni, Eco, A-Star,
Ritz, Gypsy, Swift, Swift Dzire, Sx4, Ertiga, Kizashi And Grand Vitara. The Company Is
Engaged In The Business Of Purchase, Manufacturing, And Sales Of Vehicles & Spare Parts.
Maruti Suzuki Is Also Engaged In Other Activities Like Pre Owned Car Sales, Car Financing &
Fleet Management.
Maruti Suzuki Got Various Awards And Accolades In Its Profile. It Has Ranked No.1 In Jd
Power Asia Pacific Customer Satisfaction Index (Csi) Survey 2009 For Ten Times In A Row.
Maruti Suzuki Got The Cnbc Tv18 Award 2011 For Manufacturer Of The Year.
Maruti Suzuki Is The Only Indian Company That Has Crossed The 10 Million Sales Mark Since
10
Its Inception. The Company Has Two Manufacturing Facilities In Manesar And Gurgaon,
Haryana, India. The Gurgaon Manufacturing Plant Has A Manufacturing Capacity Of Nine Lakh
Units Annually. According To Mr.R.C.Bhargava-Chairman, Maruti Suzuki India Limited,
Maruti Suzuki India Limited Finalized Rs.1700 Core Investment For Doubling The Diesel
Engine Capacity At Gurgaon Manufacturing Facility To 6,00,000 Units By 2014. The Gurgaon
Plant Also Has K Series Engine Plant. Since The Inception Of This Plant, To Date Over 10 Lakh
K Series Engines Have Been Rolled Out. Maruti Suzuki‟S Manesar Manufacturing Facilities
Have Two Fully Integrated Plants Having A Capacity Of 5.5 Lakh Units Annually.
Maruti Suzuki Is Also Ahead In Social Activities. As A Responsible Corporate Citizen, Maruti
Suzuki Introduced World-Class Driving Training Facilities To India By Launching The Institute
Of

Driving & Traffic Research. These Include A Specially Formulated Multilingual Theory
Curriculum, Scientifically Laid-Out Driving Tracks, And Advanced Driving Simulators That
Replicate Indian Driving Conditions.
In 2008, Maruti Suzuki Introduced National Road Safety Mission. Under This Initiative, The
Company Took A Commitment To Training Over 5, 00,000 People In Safe Driving Practice In
A Span Of Three Years. Also With An Objective To Improve Road Safety And Inculcate Safe
And Systematic Driving Habits Among People, Maruti Suzuki Has Opened Maruti Driving
Training School (Mds). These Driving Schools Are Equipped With Practical Training And
Attitude Training.

1.2 Objective Of The Study

Primary Objective
To Analyze The Impact Of Product Attributes On Buying Behavior Of Suzuki Cars
Secondary Objective
 To Understand The Variance Color Provided In Suzuki Cars

 To Know The Satisfaction Level Of Users Of Suzuki Cars

 To Study Customer Awareness About Suzuki Cars

 To Know Customer Awareness About The Price Of Suzuki Cars

11
  To Know The After-Sales Service Provided By The Company

 To Make Suggestions Based On The Study

1.3 Statement Of Problem

This Is A Project Titled A Study On Product Attributes And It’s Impact On Buying
Behaviour Of Maruti Car With Special Reference Of Indus Motors. The Company Is Not
Aware Of The Loyalty Of Their Brand. The Company Wants To Know The Loyalty Of Their
Brand Among The Customers In The Kozhikode Locality.

1.4 Scope Of The Study

This Study Is Conducted In The Area Of Calicut District The Study Is Conducted To Analyze
The Product Attributes And Their Impacts Buying Behavior Of Maruti Cars With Special
Reference To Indus Motors. The Findings, Suggestions, Analyses, And Data Used By Indus
Motor, Which Helps Them To Increase Their Sales And Customer Satisfaction.
At This Present Time, The Automobile Industry Is Full Of Competition And Inventions Of
Technologies. Especially Four Wheeler Vehicles. It Is Difficult To Succeed Without The
Satisfaction Of Customers. Hope This Study Can Contribute Immensely To The Success Of
Indus Motors.

1.5 Research Methodology

A Sound Research Plan Is Inevitable To Define Any Research Problem And Give A Suitable
Solution For The Problem.
Research Methodology Underlines The Various Steps Involved By The Researcher In
Systematically Solving The Problem To Determine Various Facts.
1.5.1 Research Design:
For Research Work To Be Successful, A Sound Design Is Inevitable. Here The Research Design
Was Descriptive. The Major Purpose Of Descriptive Research Is Description Of The State Of
Affairs As It Exists At Present. Descriptive Research Includes Survey And Facts Finding
Enquires Of Different Kinds. The Research Plan Calls For Gathering Primary And Secondary
Data. Primary Data Includes Information Gathering For A Specific Purpose. While The
12
Secondary Data Consists Of Information Collected With Already Exists Somewhere.
1.5.2 Data Source:
The Data Source May Be Classified As A Primary Or A Secondary Source. In This Study, The
Researcher Used Primary Data And Secondary Data. Primary Data Was Collected From
Customers Through A Questionnaire. Secondary Data Was Collected From Magazines, The
Internet, Company Publications, And Brochures. Research Method The Research Approach For
The Study Was The Survey Method. The Researcher Contacted The Respondents And
Requested Them To The Questionnaire

1.5.3research Method
The Research Approach For The Study Was The Survey Method. The Researcher Contacted The
Respondents And Requested Them To The Questionnaire
1.5.4 Sampling Plan
Sampling Plan Includes Sampling Units In The Survey. It Also Includes The Sampling Size And
Sampling Procedures Used For The Survey.

1.5.5 Sampling Unit

The Sampling Units Are The Customers Of Indus Motor
1.5.6 Sampling Size
Sampling Size 47 Respondents
1.5.7 Sample Technique
Convenient Sampling
1.58 The Place Selected And Period
The Study Has Been Carried Out In The Kozhikode District In Kerala. The Research Period Was
From October 7 2022 To November 15, 2022

1.5.8 Analysis Of Collected Data

 Charts
 Tables
 Graph

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1.6 Limitations
A Limited Number Of Customers Has Been Included In The Sample.

At The Time Of Data Collection, Customers Are Not Provided The Accurate Data.

Time And Money Constraints Are One Of The Major Limitations Of The Study

The Scope Of The Study Restricted To Only A Few Areas

Busy Nature Of The Respondents

The Lack Of Response From Customers & Resistance Was Yet Another Factor That
Damped The Spirit Of The Researcher

Lack Of Experience Doing Project Work

Chapter 2
Review Of Literture

14
2. Review Of Literature

Dhruv Mathur And Avdesh Bhardwaj (2018) In Their Research Paper Concluded That The
Buying Behavior Of The Consumer About The Car Is Dependent On The Brand Image Of The
Car And Manufacturer. Also, The Engine Type And Efficiency With Strong Advertising Are
The Most Dominant Factors Which Influence Potential Consumers. So, The Manufacturer Needs
To Maintain The Quality And Positioning Of The Brand Image In The Mind Of The Consumers
With The Use Of Advertising And Marketing Which Is An Important Factor.
Dr. R. Menaka And K. Ashath (2014) In Their Research Paper Concluded That The Continuous
Changes In The Lifestyle Of Consumers Have A Reason For The Change In The Market Which
Leads To The Globalization And Integration Of Economies. The New Consumers Are Difficult
15
To Segment By Conventional Demographic Tools Unless The Consumer's Buying Behavior Is
Fully Understood. Decision On Product Design, Product Variants, Branding, And Distribution
Channels Responds If The Consumer Preferences Are Predicted Up To A Certain Extent And
Proper Analysis Of The Preferences Of Consumers, They Implement Their Decisions To Satisfy
The Consumer In Long Run.
Dr. Sukhvir Singh And Mr. Inderpreet Singh (2018) In Their Research Paper Concluded That
Discounts And Other Offers Given By Companies Are More Attract To Customers And
Influence The Customers To Buy The Product And Also Concluded That The Customers Are
Fully Satisfied With Maruti’s Promotional Efforts And Are Well Aware Of The Cars Offered By
Maruti. The Analysis Found That The Majority Of The Customers Are Using The Specific
Brand For A Very Long Period Which Concluded That Consumer Does Not Switch Easily From
One Brand To Another.
C. S. Gowtham Chakravarthy And Ankit Kumar (2018) In Their Research Paper Found That The
Customer Behavior Study Is Based On Consumer Buying Behavior, With The Customer Playing
The Three Distinct Roles Of User, Payer, And Buyer. It Blends Elements From Psychology,
Sociology, Social Anthropology, And Economics. It Attempts To Understand The Buyer
Decision-Making Process, Both Individually And In Groups. Its Studies Characteristics Of
Individual Customers Such As Demographics And Behavioral Variables In An Attempt To
Understand People's Wants. It Also Tries To Assess Influences On The Customer From Groups
Such As Family, Friends, Reference Groups, And Society In General. Relationship Marketing Is
An Influential Asset For Customer Behavior Analysis. Greater Importance Is Also Placed On
Customer Retention, Customer Relationship Management, Personalization, Customization, And
One-To-One Marketing.
Ranjan V Bhosle & Dr. Shipra Bhatia In Their Research Paper Found That Consumer Wants
Qualitative Product At A Lower Or Reasonable Price And The Maruti Is One Who Started Their
Business Very Early And Taking Into Consideration The Consumer Buying Behavior Became
One Of The Bigger Manufacturers And Seller. The Author Concluded That People Want
Reliable, Affordable, Value For Money, And Great Service Network Cars, And Maruti Cars
Provided All These Things To Their Customers. Due To This Maruti Cars Create A Perception
Of Consumers And Divert The Consumer Attitude Toward The Maruti Car And Thus
Consumers Prefer To Buy Maruti Cars Over Other Brands Of Cars.
Dr. (Smt) N. Kamala, Smt. S. Arumuga Selvi (2020) Inar Study Concluded That “Maruti
16
Suzuki” Car Manufacturers Play A Major Role In The Automobile Industry And There Are
More Competitors Like Hyundai, Honda, Ford, Etc. But Maruti Identifies The Factors That
Influence Consumers To Buy The Maruti Suzuki Car. Companies Introduce New Cars With The
Latest Technologies To Attract Their Consumers. After-Sales Service Will Be Considered An
Important Aspect Before Purchasing A Car. Hence, They Focused On After Sale Service At A
Lower Cost Than Others Competitors.
Dr. M. A. Lokhande And Vishal Sunil Rana In Their Research Paper Concluded That Easy
Availability Of Vehicle Finance With An Attractive Rate Of Interest And Convenient
Installments Indian Passenger Car Industry Grow Speedily. The Reason Behind It Is That The
Cutthroat Competition Has Forced The Manufacturer To Be Innovative And Responsive To The
Demand And Needs Of Customers And Maruti-Suzuki Capture A Wide Market Share Due To Its
Innovative Strategic Marketing, Promotion & Brand Positioning, Advertising Strategies, And
Substantial Structuring And Restructuring The Strategies And Uniqueness Of Products And
Services.

2.2 Theoretical Frame Work

2.2.1 Brand: A Brand Is Termed As A "Name, Term, Sign Symbol (Or A Combination
Of These) That Identifies The Maker Or Seller Of The Product" Brand Plays A Vital
Role For A Consumer While Deciding Which Car To Buy And When It Comes To
Buying A Luxury Car, It Becomes Extremely Important.
2.2.2 Social Parameters: Social Criteria, Such As The Number Of Members Of The
Family. Lifestyle, How Many Vehicles Are Bought, Vehicle Use, Etc.
2.2.3 Roads Infrastructure: Is A Major Influencer When Buying A Car Is Road
Infrastructure. The Standard Of The Road Network He/She Would Often Be
Traveling With Must Be Taken Into Account By A Buyer. Road Infrastructure
Has A Big Role To Play When It Comes To Owning A Luxury Vehicle. It Is
Extremely Important To See If The Car Can Pass Through Them Without Injury,
Particularly In India, Where There Are Potholes.
2.2.4 Price: For Potential Vehicle Buyers In The Country The Priority Is To Allocate
The Purchasing Budget. A Person Is Very Frequent For Friends And Families To

17
 Consult And Make Budget And Brand Decisions. The Budget In Most Cases Is
Flexible And Expands To Rs 1.00,000 By About Rs 50,000. Budget Shifts
Because The Consumer Wants To Feel That The Selection Of A Higher Model Is
Sensitive After The Showroom Visits. Buyers Regard The Showroom As Having
Various Advantages Such As A Cash Discount, Swap Incentive, An Extended
Free Guarantee, A Lower Premium, Etc.
2.2.5 Style: Although The Word “Style” Is Extremely Subjective And What Might Be
Appealing To One Might Be Opposite To The Other. Today, People Make Style
Announcements By Using Cars To Flaunt Performance. Cars Are Meant To Be A
Personality Extension. Buyers, Therefore, Want To Make Their Car The Best Of
The Lot. They Are Not Interested In A Definition That Is The Same And 'Pleases
Everybody And Doesn't Offend Anyone.
2.2.6 Fuel Economy And Performance: The Only Common Feature Which Unites All
Indian Car Buyers Is Their Obsession With Fuel Efficiency. India's Largest
Automaker Has Declared Itself As The Manufacturer Of The Most Fuel-Efficient
Vehicles. Perhaps Our Fascination For Miles Has Not Changed, But Buyers Want
Both Performance And Quality.
2.2.7 Space: Present Car Owners Who Want To Upgrade Space Is A Crucial Factor.
For Consumers For The First Time. Their Decision To Purchase Is Based On The
Space The Car Provides.
2.2.8 Comfort And Safety: Function Plays A Key Role. The Bigger The Features List,
The Greater, Because It Not Only Increases The Value Of The Car. Customers
Prefer Features Such As An Electrically Adjustable Wing Mirror, High-Quality
Talkers And A Reverse Camera, Steering Mounted Audio Controls.
2.2.9 After Sales Service: The Ownership Starts After The Purchase Of A Vehicle. If
We Start To Wear And Tear, Some Of The Pieces Must Be Replaced At Long
Last.
2.2.10 Resale Value: Customers Look For The Resale Value Of Almost Every Asset
Including A Car.
2.2.11 Family Requirements: In India Family, Culture And Opinion Prevail
Everywhere. We Buy Cars Keeping In Mind Our Family Requirements Rather
Than Our Own. Family Requirements Are Thus An Important Part Of The
18
Decision-Making Process.

Chapter 3
Industry And Comany Profile
 Industry Profile
 Company Profile
 Product Profile

19
3.0 Industry Profile
Maruti Udyog Limited Was Established In February 1981 – Named After The Son Of Hanuman-
Marut- The God Of The Wind. Since Then, Maruti Has Truly Created A Sandstorm In The
Indian Automotive World. Initially Supported By Late Sanjay Gandhi, Maruti Udyog Started
Manufacturing Cars From 1983 By Borrowing The Japanese Technology From Its Parent Suzuki
Motors. Originally, 74% Of The Company Was Owned By The Indian Government, And 26%
By Suzuki Of Japan. In 1992 Suzuki Increased Its Stake In Maruti To 50 Percent, Making
The Company A 50-50 Jv With The Government Of India, The Other Stake Holder. In 1994
Maruti Suzuki Produced Its 1 Millionth Vehicle Since The Commencement Of Production,
Being The First Company In India To Do So. In 1998, The Two Millionth Vehicles Were
Produced. In 2000 Maruti Became The First Car Company In India To Launch A Call Center For
Internal And Customer Services. In 2001 Maruti True Value, Selling And Buying Used Maruti
Suzuki’s, Was Launched In Bangalore And Delhi, Later In Mumbai And Elsewhere. In 2002
Two New Subsidiaries Were Started: “Maruti Insurance Distributor Services” And “Maruti
Insurance Brokers Limited”. Suzuki Motor Corporation Increased Its Stake In Maruti To 54.2
Percent. In 2003, The Four Millionth Maruti Vehicles Were Built. Maruti Udyog Ltd Was Listed
On Bse And Nse After A Public Issue, Which Oversubscribed Tenfold. In 2006 Suzuki And
Maruti Set Up Another Joint Venture, "Maruti Suzuki Automobiles India", To Build Two New
Manufacturing Plants, One For Vehicles And One For Engines. In July 2007, The Company
Changed Their Name From “Maruti Udyog Ltd” To “Maruti Suzuki India Ltd.” During The
Year 2009, The Company Raised Its Production Capacity To A Landmark 1 Million Cars. In
April 2009, The Company Revealed New Ritz K12m Engine At Gurgaon Plant. In February
2012, Maruti Suzuki Sold Its Ten Millionth Vehicles In India. Presently, Maruti Suzuki Has Two
Manufacturing Facilities In India At Gurgaon And Manesar. Both Manufacturing Facilities Have
A Combined Production Capacity Of 14, 50,000 Vehicles Annually. Today Maruti Suzuki Is
India's Most Reputed And Trusted Car Company. Operations And History Maruti Suzuki Is One
Of The Pioneers Of Automobiles In India Especially In The Passenger Car Segment. Yet, Right
Form Its Inception In February 1981, Maruti Suzuki Has Been Surrounded By Controversies
And Incidents That Has Resulted In Organizational Evolution Of The Company. The Carnage
On July 18th 2012 Manesar Plant Though Is By Far The Biggest And Most Unfortunate
20
Incident In The Company’s History. Maruti Suzuki India Ltd (Formerly Maruti Udyog Ltd) Is
India's Largest Passenger Car Company, With Close To 50% Market Share Of The Domestic
Car Market. It Was Incepted As A Government Company, With Suzuki As A Minor Partner, To
Make A People's Car For Middle Class India. Today, Maruti Suzuki Has Two Plants In Haryana
(With Plans To Open A New Plant In Gujarat Post Companies Act Amendment), And Seven
Subsidiary Companies, Namely Maruti Insurance Business Agency Ltd, Maruti Insurance
Distribution Services Ltd, Maruti Insurance Agency Solutions Ltd, Maruti Insurance Agency
Network Ltd, Maruti Insurance Agency Services Ltd, Maruti Insurance Agency Logistics Ltd
And True Value Solutions Ltd.
3.1.1 Maruti Suzuki A Historical Prospecttive
Maruti Suzuki Was Started Back On February 24, 1981, To Manufacture Cars For Middle-Class
Indians. The Company Was Formed As A Government Company, Incorporated As Maruti
Udyog Ltd. With Suzuki As Its Minor Partner. Maruti Udyog Then Signed The License And
Joint Venture Agreement With Suzuki Motor Corporation, Japan, On October 2, 1982, Which
Began The Start Of The Long-Lasting And Successful Partnership.

The Company Started Its Productions In 1983, Which Then Came To Be The Choice Of Every
Indian Household. The First Car It Launched Was Maruti 800. It Was Affordable Back Then
And Was Thus Incredibly Popular. This Model Of Maruti Is Still Considered To Be A Maruti
Classic To Date. Although The Journey Of Maruti Suzuki India Ltd. Started Off In A Very
Different Way.

3.1.2maruti Suzuki – 1980

In India, Till The Early 1980s, The Government Of India Controlled The Indian Automobile
Sector, And Privatization Did Not Enter Yet. There Were Only Two Automobile Companies –
Premier Automobiles Ltd, Which Had Their Popular Car, Premier Padmini, And Hindustan
Motors Ltd, Which Made The Ambassador Cars. Maruti Udyog Ltd. Entered This Era With
Suzuki Motor Corporation As Its Minor Partner

3.1.3 Maruti Suzuki – 1983

Maruti Udyog Signed A License And Joint Venture Agreement (Jva) With Suzuki Motor
Corporation Of Japan In 1982. This Is When The Very First Factory Of Maruti Suzuki Was
21
Established In Gurgaon, Haryana. In The First 2 Years When Maruti Was Set Up, The Company
Was Engaged In The Importing Of Fully-Built Cars From Suzuki, Which Later Grew To Include
Only 33% Native Parts. This Was Not What The Indigenous Company Had Planned.

Though Maruti Was Ready With The Idea Of Its Own Manufacturing Facility In India, The
Company

Couldn't Continue With Its Plan Fearing The Small Market Here In The Subcontinent. Besides,
Our Country Was In Need Of Producing Fuel-Efficient Vehicles To Meet The Increasing
Demands As The Local Transport Was Inefficient. This Is Why The Company Thought Of
Adjusting The Petrol Tax And Also Reduce The Excise Duty To Ramp Up Their Sales.

Maruti Suzuki Began Its Local Production In December 1983 And Introduced Its Suzuki Alto
(Ss30/Ss40), Suzuki Fronte, And Alto-Based Maruti 800.

3.1.4 Maruti Suzuki 1986- 1987

Maruti Suzuki Came Up With A New And Powerful Suzuki Alto (Ss80), A 796 Cc Hatchback,
Which Replaced The Former Maruti 800 Model In 1986. The Company Also Successfully
Manufactured Its 100,000th Vehicle In The Same Year.
By This Time The Company Was Already Recognized For Its Stronghold In The Automobile
And At The Turn Of The New Year, Maruti Suzuki Also Began Its Foreign Exports. It Started
With Exporting A Lot Of 500 Cars To Hungary.

3.1.5 Market Liberalization And Maruti Suzuki 1991

1991 Was The Year Of The Liberalization Of The Indian Economy And By Then, The Company
Witnessed Around 65% Of Its Components Being Indigenized. It Was Also In This Year That
Maruti Further Increased Its Stakes In Maruti. Maruti Udyog Then Became A 50-50 Joint
Venture With The Government Of India And A Japanese Automotive Company As
Stakeholders.

3.1.6 Maruti Suzuki – 1994

22
Maruti Suzuki Saw The Production Of Its 1 Millionth Vehicle In 1994 Since It Started
Manufacturing Automobiles. This Year Also Saw The Inauguration Of The Second Plant Of
Maruti. Furthermore, The Automobile Manufacturers Also Started Their 24-Hour On-Road
Emergency Vehicle Service.

3.1.7 Maruti Suzuki 2000-2002

Maruti Emerged As The First Indian Car Company To Launch A Call Center For Its Internal
Processes And Customer Service In The Year 2000. The Company Also Saw The Release Of
Many More Models Of Its Cars In The Next 2 Years That Followed, Including The Esteem
Diesel, Which Was Launched In 2002. Meanwhile, Suzuki Motor Corporation Also Increased Its
Stake In Maruti, Which Now Became 54.2%
3.1.8 Maruti Suzuki 2003-2004
The Company Started The Year 2003 With The Introduction Of The Suzuki Grand Vitara Xl-7
And Upgrading Its Zen And Wagon R Models. Later In The Same Year, The Company
Manufactured The 4 Millionth Maruti Vehicle And Also Entered Started Its New Partnership
With The State Bank Of India. Moreover, The Company Was Also Listed On Bse And Nse After
Which It Went Public With Issues That Were Oversubscribed Tenfold.

Maruti 800, Which Was The Best-Selling Maruti Car Till 2004 Was Overtaken By The
Incredible Popularity Of The Alto Model After 2 Decades In The Same Year. Maruti Udyog
Concluded The Financial Year 2003–04 With A Record 472,122 Units As Its Annual Sale,
Which Reached An All-Time High Since The Company Began Operations.

3.1.9 Maruti Suzuki 2007

The Government Of India Took An Exit From The Country's Largest Car Maker Maruti Udyog
Ltd By Selling The Residual Stakes, Which Amounted To Rs 2,360 Crores To A Bunch Of
Financial Institutions Led By The Life Insurance Corporation. In July 2007, Suzuki Decided To
Change The Name Of Its Subsidiary To Maruti Suzuki India Limited.

3.1.10 Maruti Suzuki 2012 And Later Years

Maruti Suzuki Successfully Sold Its 10 Millionth Vehicle In February 2012. The Company
23
Boasted Of Having A Market Share Of 45% In July 2014 And Then In May 2015, It Witnessed
The Production Of The 15 Millionth Vehicle In India With The Launch Of The Maruti Suzuki
Swift Dzire.
Maruti Suzuki Was Cautious Of The Environmental Factors And Understood The Need Of
Embracing Environmentally Friendly Automobiles. This Is Why The Company Declared That It
Would Phase Out The Manufacturing Of Diesel Cars By 1 April 2020. Furthermore, By This
Time The Bharat Stage Vi Emission Standards Also Came Into Effect, Which Announced That
The Company Must Significantly Invest In Its Diesel Cars To Comply With The Stringent
Emission Standards.

3.1. A. Success Of Maruti Suzuki

Maruti Has Carved Its Own League Of Success Throughout The Years That It Has Remained In
Business. The Company Now Boasts Of Having 9 Subsidiary Companies In Total, Namely:

o True Value Solutions Ltd

o Maruti Insurance Agency Logistics Ltd
o Maruti Insurance Agency Solutions Ltd
o Maruti Insurance Distribution Services Ltd
o Maruti Insurance Business Agency Ltd
o Maruti Insurance Agency Services Ltd
o Maruti Insurance Agency Network Ltd
o J J Impex (Delhi) Pvt Ltd
o Maruti Insurance Broker Ltd

Maruti Suzuki Had Surely Achieved Great Success. 5 Main Things That Ushered In The Success
Of The Company Are - Affordability, Goodwill, Hatchbacks, Low Maintenance & Nexa

3.1. B Affordability

In The Early ’80s Cars Weren’t Something That Every Indian Man Or A Middle-Class Family
Could Afford. It Was A Luxury Resource About Which Only A Few People Could Dream.

24
There Weren’t Many Car Companies Since Liberalization Came Late In India.
When Maruti Suzuki Entered The Indian Market, The Most Prominent Factor Which Made It
The Market Leader At That Time Was The Price Of Its Cars. They Were Very Successful In
Launching Cars With Excellent Features At An Indian Budget-Friendly Price Which Made It
‘People’s Car’. Even To Date Company’s Cars Are Known To Be In A Range Which Any
Middle-Class Man Today Can Afford To Buy.
3.1. C Goodwill
Over A Decade Ago, Maruti Suzuki Launched An Advertisement Video Which Said ‘Ghar Aa
Gaya Hindustan’ Which Became An Instant Sensation Among People Of India. Since The Initial
Years, Maruti Suzuki Has Been Successful In Creating A Notion Into The Minds Of People That
They Associate Home, The Nation With Their Car.

Their Commercial Still Instils That India Comes Home In A Maruti Suzuki. The Company Has
Received Great Acceptance For The Brand And Its Customers Are Very Loyal To Them. All
These Years, Customer Satisfaction Has Proved That Maruti Suzuki’s Goodwill And Brand
Loyalty Are Very Strong And Enthralling.

3.1. D. Hatchbacks
Hatchbacks Are The Most Idol Cars For Indian Roads And They Rule The Market. They Are
Everywhere Present In The Market And Are The Most Preferred Body Type Throughout The
Nation. Maruti Suzuki Initiated The Concept In India And Its Most Popular Hatchback Car Alto
Is One Is The Most Demanded Cars In India To Date

3.1. E. Low Maintenance

When Comparing The Services Of Different Automobile Companies In India, Maruti Suzuki’s
Service Charges Are Lower. The Best Thing About Their Services Is That They Have Various
Stations And Centers Across The Nation Where They Serve A Huge Number Of Cars Daily.
Today They Make Most Parts In India Under The Made In India And Hence Their Spare Parts
And Components Are Variably Low When Compared To Other Automobile Companies.
3.1. F. Nexa
Since Maruti Suzuki’s Cars Were Always Looked At As The Mid-Range Cars That Serve The
Middle-Class Category They Wanted To Enter The Other Market Too. That Is When Maruti
25
Suzuki Launched Nexa. In 2015 They Started The Delivery And Operations Of Its Premium
Range Cars. This Helped Them Engage With Their High-End Customer Category.

Figure 1 Organizational Structure Maruti Suzuki

3.2 Company Profile

Indus Motor Company Private Limited, (Trade Name, Indus Motors) Is The Top Ranking Maruti
Dealer In India. The Company Having Its Registered Office At Indus House, Chakorathukulam,
Calicut And Corporate Office At Thevara, Kochi Was Incorporated On 11th July, 1984.The
Founders Of The Company Were Prominent Nri’s Dr. P A Ibrahim Haji &Mr Tm Nair.Mr T M
Nair Arrived In Dubai In 1959 And Later He Reached Out To The Well-Known Company
Nissan In Japan And Secured The Agency Representation Of Datsun Cars In Uae Foreseeing

26
The Boom In Oil

Industry. It Was The First Time That Japanese Cars Were Introduced In The Middle East. Since
Then He Popularly Had Known As ‘Datsun Nair’. As The Association With Japanese
Authorities Was Progressing In The 80s, He Became Aware That The Automobile Giant Suzuki
Was In Talks With Sanjay Gandhi For A Collaboration Of A New Low-Cost Indo-Japanese
Model. Mr Nair Was Very Excited With The Prospect And Knew Well How The Success In The
Gcc Model Could Easily Repeat Itself In India. Hence He Mooted The Idea Of Launching An
Automobile Company In India. He Founded Indus Motor Company In Calicut, Kerala,
Partnering With His Long-Time Friend Haji Pa Ibrahim. Dr P A Ibrahim Haji Started His
Entrepreneurial Journey In The Uae In 1974 With His Own Garments Business Before
Branching Out Into Cosmetics. In 1976, He Expanded It To The Trading Business, Starting
Century Trading Company And Later Into Jewellery Business. Dr. P. A. Ibrahim Haji Again
Broadened His Horizon Of Achievements Further To Education Field In 1999 By Setting Up
The Pace Education Group. He Was Also Founder And Vice-Chairman Of The Indus Motor
Company. Dr. P .A. Ibrahim Haji Again Broadened His Horizon Of Achievements Further To
Education Field In 1999 By Setting Up The Pace Education Group. He Was Also Founder And
Vice-Chairman Of The Indus Motor Company. In The Year 1993 Mr P V Abdul Wahab (Rajya
Saba Mp) Was Taken Over As The Director And A Shareholder. Management Was Later Taken
Over By Mr P V Abdul Wahab In The Year 1998.Family Patriarch, Business Magnate,
Philanthropist, Social Entrepreneur, Astute Politician – Mr P. V. Abdul Wahab Dons Many
Titles With Respectful Simplicity And Admirable Efficiency. Mr P V Abdul Wahab Stayed
Always Close To His Homeland And Harnessed Every Opportunity That He Came Across For
The Development Of His State And Its People. As The Chairman Of Malabar Airport
Development Committee (Madac), He Pioneered The Concept Of Setting Up Calicut
International Airport Through Crowd Funding. He Also Joined Hands With Mobil Oil
Corporation, Usa, One Of The Top-Ranking Fortune 500 Companies To Set Up A Purpose-Built
Seaport Near Calicut. The Tea & Rubber Plantations, Shopping Malls & Residential Apartment
Complexes, Front Ranking Car Dealerships Etc. Have Left A Lasting Imprint In The Investment
Landscape Of South India. Not To Rest On His Laurels; He Has Worked Diligently And
Meticulously For The Betterment Of The Society. As A Thrice Elected Member Of Indian
Parliament (Rajya Sabha) And As The National Treasurer Of Indian Union Muslim League, Mr
27
P V Abdul Wahab Has Cultivated A Pan Indian Presence Over The Years As A Public Figure
And As A Charismatic Leader Of Repute. Now Indus Motors Literally Reigns As The Most
Sought After Maruti Dealer In India With Significant And Competitive Track Records And
Achievements. It Races Through Bagging The No 1 Dealer Award In India For 13 Consecutive
Years. And Obviously In The Line Of Tremendous Progress With More Than 75 Workshops,
100 Plus Sales Outlet With A Total Number Of 6000 Employees.Indus Motors’ Contribution To
The Economic Growth Of The State Is Also Commendable. With 6000 Employees Under The
Wings, It Is A Perfect Model For Efficiency And Effective And Result Oriented Service. Indus
Motors Has More Than 100 Sales Outlets In The State And More Than 75 Workshops In
Different Parts Of The State.Indus Motor Company Private Limited, (Trade Name, Indus
Motors) Is The Top Ranking Maruti Dealer In India. The Company Having Its Registered Office
At Indus House, Chakorathukulam, Calicut And Corporate Office At Thevara, Kochi Was
Incorporated On 11th July, 1984. The Business Life Of The Company Is Started By Starting
Their Ist Dealership In Calicut In The Year 1986. The Sale Of Maruti Vehicle Is Soundly
Boosted By Marketing Intelligence Of The Indus Motors. Indus Motors Delivers One Maruti Car
In Every 15 Minutes.The Company Will Assist The Customer From The Time Of Choosing
Vehicle Model, Colour, Finding The Best Finance Option That Suits Them. They Will
Constantly Keep The Customer Update About Their Vehicle Status Until The Delivery Of The
Vehicle Is Done. In Case Of Servicing Of Vehicles, The Company Is At Their Service, With
Options Of Collecting Vehicle From Doorstep And Once The Works Over Deliver It Back To
The Customer. They Have Maruti On Road Service In Case Customer’s Vehicle Gets
Breakdown On The Way. Their Maruti Skilled Technicians Will Come To The Location Where
And Rectify The Problem Or If It Is A Major Work That Has To Be Attended At The Workshop
The Vehicle Will Be Towed To The Nearest Service Station

3.3 Product Profile

3.3.1 Alto 800

The Maruti Alto 800 Has 1 Petrol Engine And 1 Cng Engine On Offer. The Petrol Engine Is 796

28
Cc While The Cng Engine Is 796 Cc . It Is Available With Manual Transmission. Depending
Upon The Variant And Fuel Type The Alto 800 Has A Mileage Of 22.05 Kmpl To 31.59 Km/Kg
. The Alto 800 Is A 4 Seated 3 Cylinder Cars And Has Length Of 3445mm, Width Of 1515mm
And A Wheelbase Of 2360mm.
Engine Capacity 796cc
Mileage 25.0 Km/Kg
Transmission Manual ,
Cylinder 3
Body Type Hatchback
Bhp 47.33

3.3.2 Maruti Alto K10

The Maruti Alto K10 Has 1 Petrol Engine And 1 Cng Engine On Offer. The Petrol Engine Is 998
Cc While The Cng Engine Is 998 Cc . It Is Available With Manual & Automatic Transmission.
Depending Upon The Variant And Fuel Type The Alto K10 Has A Mileage Of 24.39 Kmpl To
33.85 Km/Kg . The Alto K10 Is A 5 Seater 3 Cylinder Car And Has Length Of 3530mm, Width
Of 1490 And A Wheelbase Of 2380.
Mileage 28.0 Km
Engine 998cc
Bhp 65.71
Transmission Manual / Automatic
Boot Space 214
Airbags Yes

3.3.3 Maruti Wagon R

The Maruti Wagon R Has 2 Petrol Engine And 1 Cng Engine On Offer. The Petrol Engine Is 998
Cc And 1197 Cc While The Cng Engine Is 998 Cc . It Is Available With Manual & Automatic
29
Transmission. Depending Upon The Variant And Fuel Type The Wagon R Has A Mileage Of
23.56 Kmpl To 34.05 Km/Kg . The Wagon R Is A 5 Seater 4 Cylinder Cars And Has Length Of
3655mm, Width Of 1620mm And A Wheelbase Of 2435.

Mileage 23-34
Engine 1197cc
Bhp 88.5
Transmission Manual / Automatic
Boot Space 341
Airbags Yes

3.3.4 Maruti Swift

The Maruti Swift Has 1 Petrol Engine And 1 Cng Engine On Offer. The Petrol Engine Is 1197
Cc While The Cng Engine Is 1197 Cc . It Is Available With Manual & Automatic Transmission.
Depending Upon The Variant And Fuel Type The Swift Has A Mileage Of 23.2 Kmpl To 30.9
Km/Kg . The Swift Is A 5 Seater 4 Cylinder Car And Has Length Of 3845mm, Width Of 1735
And A Wheelbase Of 2450.

Mileage 23kmpl
Engine 1197cc
Bhp 88.5
Transmission Manual Automatic
Boot Space 268
Airbags Yes

3.3.5 Maruti Baleno

The Maruti Baleno Has 1 Petrol Engine And 1 Cng Engine On Offer. The Petrol Engine Is 1197
Cc While The Cng Engine Is 1197 Cc. It Is Available With Manual & Automatic Transmission.
Depending Upon The Variant And Fuel Type The Baleno Has A Mileage Of 22.35 Kmpl To
30.61 Km/Kg. The Baleno Is A 5 Seater 4 Cylinder Cars And Has Length Of 3990mm, Width Of
30
1745 And A Wheel Base Of 2520.

Mileage 22kmpl
Engine 1197cc
Bhp 88.5
Transmission Manual Automatic
Boot Space 318
Airbags Yes

3.3.6 Maruti Dzire

The Maruti Dzire Has 1 Petrol Engine And 1 Cng Engine On Offer. The Petrol Engine Is 1197
Cc While The Cng Engine Is 1197 Cc. It Is Available With Manual & Automatic Transmission.
Depending Upon The Variant And Fuel Type The Dzire Has A Mileage Of 23.26 Kmpl To 31.12
Km/Kg. The Dzire Is A 5 Seater 4 Cylinder Cars And Has Length Of 3995mm, Width Of 1735
And A Wheelbase Of 2450.
Mileage 24kmpl
Engine 1197cc
Bhp 88.5
Transmission Manual Automatic
Boot Space 318
Airbags Yes

3.3.7 Maruti Celerio

The Maruti Celerio Has 1 Petrol Engine And 1 Cng Engine On Offer. The Petrol Engine Is 998
Cc While The Cng Engine Is 998 Cc. It Is Available With Manual & Automatic Transmission.
Depending Upon The Variant And Fuel Type The Celerio Has A Mileage Of 24.97 Kmpl To
35.6 Km/Kg . The Celerio Is A 5 Seater 3 Cylinder Cars And Has Length Of 3695mm, Width Of
1655 And A Wheelbase Of 2435.

31
Mileage 26 Kmpl
Engine 998cc
Bhp 65.71
Transmission Manual Automatic
Boot Space 313
Airbag Yes

3.3.8 Maruti Brezza

The Maruti Brezza Has 1 Petrol Engine On Offer. The Petrol Engine Is 1462 Cc. It Is Available
With Manual & Automatic Transmission. Depending Upon The Variant And Fuel Type The
Brezza Has A Mileage Of 19.8 To 20.15 Kmpl. The Brezza Is A 5 Seater 4 Cylinder Cars And
Has Length Of 3995, Width Of 1790 And A Wheelbase Of 2500.

Mileage 20 Kmpl
Engine 1462cc
Bhp 101.65
Transmission Automatic Manual
Boot Space 328
Airbags Yes

3.3.9 Maruti Suzuki Ertiga

The Maruti Ertiga Has 1 Petrol Engine And 1 Cng Engine On Offer. The Petrol Engine Is 1462
Cc While The Cng Engine Is 1462 Cc. It Is Available With Automatic & Manual Transmission.
Depending Upon The Variant And Fuel Type The Ertiga Has A Mileage Of 20.3 Kmpl To 26.11
Km/Kg. The Ertiga Is A 7 Seater 4 Cylinder Cars And Has Length Of 4395mm, Width Of 1735
And A Wheelbase Of 2740.

Mileage 26.11 Kmpl

32
Engine 1462cc
Bhp 101.65
Transmission Automatic Manual
Seats 7
Airbags Yes

3.3.10 Maruti Eeco

The Maruti Eeco Has 1 Petrol Engine And 1 Cng Engine On Offer. The Petrol Engine Is 1197
Cc While The Cng Engine Is 1197 Cc. It Is Available With Manual Transmission. Depending
Upon The Variant And Fuel Type The Eeco Has A Mileage Of 19.71 Kmpl To 26.78 Km/Kg.
The Eeco Is A 5 Seater 4 Cylinder Cars And Has Length Of 3675mm, Width Of 1475 And A
Wheelbase Of 2350.

Mileage 26.78 Kmpl

Engine 1197cc
Bhp 79.65
Transmission Manual
Seats 5,7
Airbags Yes

3.3.11 Maruti Xl6

The Maruti Xl6 Has 1 Petrol Engine And 1 Cng Engine On Offer. The Petrol Engine Is 1462 Cc
While The Cng Engine Is 1462 Cc. It Is Available With Manual & Automatic Transmission.
Depending Upon The Variant And Fuel Type The Xl6 Has A Mileage Of 20.27 To 20.97 Kmpl.
The Xl6 Is A 6 Seater 4 Cylinder Car And Has Length Of 4445mm, Width Of 1775 And A
Wheelbase Of 2740.

Mileage 2o.78 Kmpl

Engine 1462cc

33
Bhp 86.65 105.61
Transmission Manual Automatic
Seats 6
Airbags Yes

3.3.12 Maruti Suzuki S-Presso

The Maruti S-Presso Has 1 Petrol Engine And 1 Cng Engine On Offer. The Petrol Engine Is 998
Cc While The Cng Engine Is 998 Cc. It Is Available With Manual & Automatic Transmission.
Depending Upon The Variant And Fuel Type The S-Presso Has A Mileage Of 21.4 Kmpl To
32.73 Km/Kg . The S-Presso Is A 4 Seater 3 Cylinder Car And Has Length Of 3565mm, Width
Of 1520 And A Wheelbase Of 2380.

Mileage 21.78 Kmpl

Engine 998cc
Bhp 55.65 65.61
Transmission Manual Automatic
Seats 5
Airbags Yes

3.3.13 Maruti Ignis

The Maruti Ignis Has 1 Petrol Engine On Offer. The Petrol Engine Is 1197 Cc. It Is Available
With Manual & Automatic Transmission. Depending Upon The Variant And Fuel Type The
Ignis Has A Mileage Of 20.89 Kmpl. The Ignis Is A 5 Seater 4 Cylinder Car And Has Length Of
3700mm, Width Of 1690 And A Wheelbase Of 2435.
Mileage 20.89 Kmpl.
Engine 1197cc
Bhp 81.8
Transmission Manual Automatic
Seats 5

34
Airbags Yes

3.3.14 Maruti Ciaz

The Maruti Ciaz Has 1 Petrol Engine On Offer. The Petrol Engine Is 1462 Cc . It Is Available
With Manual & Automatic Transmission. Depending Upon The Variant And Fuel Type The
Ciaz Has A Mileage Of 20.04 To 20.65 Kmpl . The Ciaz Is A 5 Seater 4 Cylinder Car And Has
Length Of 4490, Width Of 1730 And A Wheelbase Of 2650.
Mileage 20.65 Kmpl.
Engine 1462 Cc
Bhp 103.25
Transmission Manual Automatic
Seats 5
Airbags Yes

3.3.15 Maruti Grand Vitara

The Maruti Grand Vitara Has 2 Petrol Engine On Offer. The Petrol Engine Is 1462 Cc And 1490
Cc. It Is Available With Manual & Automatic Transmission. Depending Upon The Variant And
Fuel Type The Grand Vitara Has A Mileage Of 19.38 To 27.97 Kmpl . The Grand Vitara Is A 5
Seater 3 Cylinder Car And Has Length Of 4345mm, Width Of 1795 And A Wheelbase Of 2600.
Mileage 19.38 27.97 Kmpl.
Engine 1462 – 1490 Cc
Bhp 91.18-101.25
Transmission Manual Automatic
Seats 5
Airbags Yes

35
 Chapter 4

Data Analysis

 Analysis Of Data
 Tables
 Charts
 Interpretation

36
4.1 Data Analysis And Interpretation

The Analysis Of Data Involves Processing Of Data, Examination Of Differences, Investigation

Of Associations And Measuring Associations. The Purpose Of Analysis Is To See The Data In
The Light Of Hypothesis And Prevailing Theories To Draw Conclusions. The Task Of Analysis
Is To Get Appropriate Combination Of Data And Reading Them In The Light Of Verification
And Falsification Of Hypothesis. The Analysis And Interpretation Of Data Are Performed
Together; It Is Very Difficult To Draw A Line Between Them. Analysis Of Data Involves
Organizing Data In A Particular Manner, And Interpretation Governs The Ideas Of Analysis.
Interpretation Is The Method For Deriving Conclusion From The Data Analyzed. Analysis Of
Data Is Not Complete Unless Interpreted. Interpretation Is Thus Inextricably Interwoven With
Analysis.
In This Study After The Collection Of Data Obtained From The Filled Questionnaire, Each
Sample Question Was Classified, Tabulated And Then Subjected To Analysis. The Editing
Function Is The Process Of Scrutinizing The Data Collected In Order To Ensure The
Consistency, Unambiguity And Accuracy. Editing Can Be Undertaken Even When Field Survey
Is In Progress.
The Data Were Analyzed Using The Following Statistical Tools.
Percentage
37
Percentage Is A Representation Of Data As Part Of Total Of 30. This Helps In Bringing Out
Uniform Study Of The Data.
Percentage = Number Of Respondents In Favour Of * 100
Total Number Of Respondents

4.2diagrams And Charts

Diagrams And Charts Helps In The Diagrammatic Representation Of Data Obtained And Help
To Give A Clear Idea About The Information Obtained.
The Diagrams Used In Study Are Bar Charts, Pie Charts.
4.2.1 Table Showing Age Of Customers
Attribute No.Of Respondents Percentage
Below 25 5 10%
30-40 17 36%
40-50 15 33%
50 Above 10 21%
Total 47 100%

4.2.1 Diagram Showing The Age Of Customers

38
 AGE LIMIT

BELOW 25

30-40

40-50

ABOVE 50

Interpretation
This Project Is Conducted In Between The Customers Of Age Limit From 20 To Above
50.Through This Survey I Understood People Age Of 30-40 Use Vehicles Most And Below 25
Use Least. That Means 36% Of Customers Age Of 30-40 Use The Maruti Cars From Indus
Motors. And 10% Age Limit Below 25 Use Least The Use The Maruti Cars. Age Limit Of 40-50
Use Average.

4.2.2 Table Showing Users Of Maruti Cars From Indus Motors

Attribute No.Of Respondents Percentage
Last 2 Year 7 15 %
3-4 Year 9 19%
4-5 Year 17 36%
Above 5 Years 14 30%
Total 47 100 %

39
4.2.2 Chart Showing Users Of Maruti Cars From Indus Motor

18

16

14

12

10
USERS OF
MARUTI
8 CAR
Column2
6

0
LAST 2 YEAR 3-4 YEAR 4-5 YEAR ABOVE 5 YEARS

Interpretation

This Graph Represents The Number Of Consumers Using Maruti Vehicles From The Indus.
36%Of Customers Are Using More Than 4-5 Years Among The Respondents. 30% Of
Customers Are Using More Than 5 Years. Only A 15% Of Customers Is Using Less Than 2
Year.19% Of Customers Using 3-4 Years.

4.2.3table Shows The Satisfied Users Of Suzuki In Its Mileage

Atributes No.Of Respondents Percentage

Highly Satisfied 21 44%
Satisfied 13 27%
Average 7 14%
Dissatisfied 4 9%

40
Highly Dissatisfied 2 5%
Total 47 100%

4.2.3 Chart Mileage

25

20

15

MILEAGE
10

0
HIGHLY SATISFIED DISSATISFIED AVERAGE SATISFIED HIGHLY DISSASTIDFIED

Interpretation

This Table And Graph Represents The Satisfaction Of Suzuki Customers On Its Mileage. 44%
Of Its Customers Are Highly Satisfied In The Mileage Of The Suzuki Vehicles. 27% Of Its
Customers Are Satisfied And 14% Have Average Satisfactions, When We Check The
Dissatisfactions Of Customers In The Mileage Its Only 5% Who Highly Dissatisfied. 9% Of
Customers Dissatisfied In The Mileage.

4.2.4the Table Shows The Opinion About The Design.

Attributes No.Of Respondents Percentage
Excellent 22 46%
Good 10 21%
Average 8 17%
41
Poor 5 10%
Very Poor 3 6%
Total 47 100%

4.2.4 Design

25

20

15

DESIGN
10

0
EXCELLENT GOOD AVERAGE POOR VERY POOR

Interpretation

This Graph Describes The Customer’s Opinion About The Design Of The Suzuki Cars. 46% Of
Customers Are Opinioned Excellent About The Design Of The Cars. 21% Customers Marked
Good About The Designs. But 17% Customers Have Average Opinion About The Design. 6%
Of Customers Valued Its Very Poor Design And 10% Customers Commented Its Design Poor.

4.2.5 Table Represents The Build Quality

Attribute No.Of Respondents Percentage
Excellent 12 26%
42
Good 8 17%
Average 15 32%
Poor 7 15%
Very Poor 5 10
Total 47 100%
4.2.5 Build Quality

VERY POOR

POOR

AVERAGE
BUILD
QUALITY

GOOD

EXCELLENT

0 2 4 6 8 10 12 14 16

Interpretation

This Graph Represents The Build Quality Of Suzuki Vehicles. Highest Customers Opinioned
Average Build Quality On The Vehicles 32% Of Customer’s Opinion Is Its Average While
Comparing Other Vehicles Only 26% Customers Have Excellent Opinion About The Build
Quality. But 15% Customers Have Poor Opinion And Only 17% Customers Have Good
Comment On Its Build Quality. 10% Of Suzuki Customers Have Very Poor Opinion About The
Build Quality.

4.2.6table Shows The Opinion About The Price Of Suzuki Vehicles

43
Attributes No.Of Respondents Percentage
Very High 9 19%
High 11 23%
Average 6 13%
Less 16 34%
Very Less 5 11%
Total 47 100%

PRICE

18
16
14
12
10
8 PRICE
6
4
2
0
VERY HIGH HIGH AVERAGE LESS VERY LESS

Interpretation

This Line Graph Denotes The Price Range Of Suzuki Vehicles 34% Of The Customers Are
Saying Suzuki Cars Have Less Price While Comparing Other Brands. And 19% Of Customers
Comment It’s Have Very High Price With Other Vehicles 23% Customers Have Opinion Of
High Price For Suzuki Vehicles. Average Comment On The Price Is 13% Hence 11 %
Customers Have A Opinion Of Very Less Price.

4.2.7table Showing The Most Attracted Factor Of Suzuki Cars

44
Attributes No.Of Respondents Percentage
Price 14 30%
Design 11 23%
Build Quality 9 19%
Durability 6 12%
Performance 2 4%
Safety 5 11%
Total 47 100%

PRICE
DESIGN
BUILD QUALITY
DURABILITY
PERFORMANCE
SAFETY

Interpretation

When It Ask What Was The Most Attractive Factor For Choosing Suzuki Cars The Customers
Have Different Opinion. In Terms Of Its Price , Design , Safety , Performance Etc
Among The Customers 30 % Of Them Attracted By Its Price. They Thought Suzuki Cars Are
Budget Friendly Vehicle In India. Only 2% Customers Satisfied In The Performance Of The
Vehicles.19% Customers Were Attracted By Its Build Quality.5 % Customers Are Satisfied In
The Safety Of Suzuki Cars. Its Understanding That 23 % Customers Are Attracts By Design Of
The Cars. Rest Of The 12 % Customers Are Worried About The Durability Of The Vehicles
45
4.2.8 Table Shows Customers Satisfaction About Indus Motors Services

Attribute No.Of Respndents Percentage

Highly Satisfied 8 17%
Satisfied 15 32%
Average 12 26%
Dissatisfied 7 15%
Highly Dissatisfied 5 10%
Total 47 100%

50
45
40
35 HIGHLY DISSATISFIED
30 DISSATISFIED
25 AVERAGE
20 SATISFIED
15 HIGHLY SATISFIED
10
5
0

SERVICES

Interpretation

This Graph Shows The Satisfaction Level Of Customers Towards The Indus Motors. It
Understand That Customers Are Not Much Dissatisfied With The Services Of Indus Motors
Because It Clearly Shows That 10 % Of The Customers Shows Their Dissatisfaction Very
Highly And 15 % Customers Were Also Dislike. Rest Of Them Satisfied With The Services Of
The Indus Motors. Only 17 % Customers Were Highly Satisfied But An Average Of 26 %
46
Customers Were Satisfied.

4.2.9 Table Shows The Satisfaction Of Customers About The After Sale Services
Attributes No.Of Respndents Percentage
Highly Satisfied 13 28%
Satisfeid 18 38%
Average 6 12%
Dissatisfied 7 15%
Highly Dissatisfied 3 7%
Total 47 100%

AFTER SALE SERVICES

HIGHLY SATISFEID
SATISFIED
AVERAGE
DISSATISFIED
HIGHLY DISSATISFIED

Interpretation

When We Check The After Sale Services Of Indus Motors Average Of Them Are Satisfied With
Their After Sale Services. While Analyzing This We Can Understand That 38 % Of Customers
Were Satisfied With The After Sale Services But 15 % Of The Customers Were Dissatisfied
With The After Sale Services. If We Check The Percentage Of Customers Who Highly Satisfied
We Can See Its 28 % Percentage But The Highly Dissatisfied Percentage Of Customers Is Only
7 % And 12 % Average Satisfaction Of Customers.
47
4.2.10table Showing The Rating Of Customers Representatives

Attribute No.Of Respndents Percentage

Very Good 9 19%
Good 29 61%
Average 7 15%
Poor 3 6%
Very Poor 0
Total 49 100%

RATING OF CUSTOMER REPRESENTATIVES

VERY GOOD
GOOD
AVERAGE
POOR
VERY POOR

Interpretation

Its Clear That 61% Customers Have Good Opinion About The Customer Representatives. 19 %
Percentages Of Them Have Very Good Opinion. 15 % Of Them Have Average Opinion And 6
% Of The Have Poor Opinion There Is No Any Very Poor Opinion About Customer
Representatives.

4.2.11table Shows The Booking Facilities Of Suzuki Cars From Indus Motors
48
Atribute No.Of Respondents Percentage
Highly Satisfied 9 19%
Satisfied 11 23%
Average 16 34%
Dissatisfied 6 13%
Highly Dissatisfied 5 11%
Total 47 100%

16

14

12

10

0
HIGHLY SATISFIED SATISFIED AVERAGE DISSATISFIED HIGHLY DISSATISFIED

Interpretation

This Table Shows The Customers Satisfication On The Time Of Booking. Its Shows That 34 %
Customers Hav Average Satisfication In The Booking Facilities Of Suzuki Cars From Indus
Motors. And 23 % Customers Were Satisfied And 19 % Customers Highly Satisfied. Only 13 %
Of Customers Dissatisfied And Rest Of Them Highly Dissatisfied. Which Means The Booking
Facilities Is Satisfied By The Customers.
4.2.12 Table Showing The Overall Satisfication Of Indus Motors

Attribute No.Of.Respondents Percentage

Highly Satisfied 6 13 %
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Satisfied 26 55%
Average 10 21%
Dissatisfied 5 11%
Highly Dissatisfied 0
Total 47 100 %

OVERALL SATISFICATION

HIGHLY SATISFIED
SATISFIED
AVERAGE
DISSATISFIED
HIGHLY DISSATISFIED

Interpretation
This Study Reveals That 55 % Customers Are Satisfied With The Overall Services Provided By
The Indus Motors. Rest Of The 22 % Average Satisfaction.

4.2.13table Showing The Resale Value

Attrbute No.Of.Respondents Percentage
Very Good 12 26%
Good 8 17%
Average 15 32%
Poor 7 15%
Very Poor 5 10%
Total 47 100%
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4.2.13 Resale Value

RESALE VALUE

VERY GOOD
GOOD
AVERAGE
POOR
VERY POOR

Interpretation

While Checking The Resale Value Of Maruti Cars It Shows That Marui Cars Have Finest Resale
Value With Comparing Other Brands. This Also The Reason People Choose Maruti. Indus
Motors Have Special Department For The Resale Of Vehicles Which Known As True Value

4.2.14 Category Of Cars

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Atribute No.Of Respondents Percentage
A & B Segment 16 34%
Suv 11 23%
Mpv 9 19%
Sedan 6 13%
Hatch Back 5 11%
Total 47 100%

CATEGORY

HATCH
BACK

SEDAN

CATEGORY
MPV

SUV

A&B

0 2 4 6 8 10 12 14 16

Interpretation
This Bar Shows The Categories Of Maruti Car Which Sold Most. People Choose The A&B
Segments Which Includes The Cars Models Like Alto Swift Wagnor Etc. Second Most Seller
Car Category Is Suv Cars Like Brezza And Grand Vitara Include On This. Most Of The Family
Chooses The Mpv. When It Sedans People Choose Ciaz And Desire.
4.2.15 Trust On Maruti Cars
Attributes No.Of Respndents Percentage
Agree 23 48%
Disagree 15 31%
Strongly Agree 5 10%
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Strongly Disagree 4 8%
Total 47 100%

25

20

15
STRONGLY DISAGREE
STRONLY AGREE
DISAGREE
10 AGREE

0
Column1

Interpretation
One Of The Greatest Things That Bring By Maruti To Customers Is Their Trust. 50% Customers
Agree On Trust Ship Of Maruti Cars. Its Clear That Customers Have Highest Trust In Maruti
Cars. Only 8% Customers Strongly Disagreed On The Trust Of Maruti Cars.

4.2.16 Dealer Performance

Attribute No.Of.Respondents Percentage

Highly Satisfied 6 13 %
Satisfied 26 55%
Average 10 21%
Dissatisfied 5 11%
Highly Dissatisfied 0
Total 47 100 %
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 Dealer perfomance
30

25

20

15
Dealer perfomance
10

0
ed ed ge ed ed
tisfi tisfi era tisfi tisfi
sa sa av a a
ly Di
ss
d iss
gh ly
Hi igh
h

Interpretation
This Graph Shows That The Performance Of Dealer Maruti Suzuki Have Many Dealers To Sell
Their Cars In India. Among Them Indus Motors Is High. Through This Survey Its Clear That
Customers Are Satisfied With Performance Of Dealer. But Less Customers Also Felt
Dissatisfied In The Performance Of Dealer
4.2.17 Maruti Suzuki Cars Recommendation Attitude
Atribute No.Of Respondents Percentage
Highly Recommend 20 42%
Recommend 22 47%
Not Recommend 5 11%
Total 47 100%

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 Maruti Car Recommendation from indus
25

20

15
Maruti Car Recommendation
10 from indus

0
d ed d
en m en
m m m
om co
m om
r ec re ec
ly tr
gi h no
H

Interpretation
When We Ask About The Customers Whether They Recommend Maruti Cars From Indus
Motors 47% Customers Commented They Will Recommend And 42% Customers Highly
Recommend And Only 11% Customers Commented They Will Not Recommend.
4.2.17 Behaviour Towards The Ads
Atributes No.Of Respondents Percentage
Respond To Buy Quick 2 4%
Respond Little Slowly 15 32%
Respond Very Slowly 25 53%
Will Not Respond 5 10%
Total 47 100%

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 Responds towards the ad

respond to buy quickly

respond little slowly
respond very slowly
will not respond

Interpretation
It Shows That Maximum Responds Very Slowly And Minimum Respond To Buy Quickly.32%
Customers Responds Little Slowly Towards The Ads.
4.2.18 COMMUNICATION
Attribute No.Of Respndents Percentage
Very Good 9 19%
Good 38 81%
Average 0
Poor 0
Very Poor 0
Total 49 100%

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 COMMINICATION

VERY GOOD
GOOD
AVERAGE
POOR
VERY POOR

INTERPRETATION
Customers are satisfied with the communication of the employers of Indus motors. Majority of
them commented its good and rest of them have opinion of very good. There are no any average,
poor, very poor comments from customers. That means customers are satisfied with the
communication channel of Indus motors.
4.2.19 RESOLVING QUERIES

Attribute No.Of Respndents Percentage

Strongly agree 30 64%
Agree 10 21%
Neutral 5 11%
Disagree 4 4%
Very Poor 0
Total 49 100%

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 RESLOVING QUERIES

Strongly agree
agree
neutral
disagree
very poor

INTERPRETATION
From the survey it’s understood that Indus motors resolve all customers’ queries very fast and
smooth. No customers are worried about the product selections Or its decisions.

58
 Chapter 5
Findings, Suggestions And
Conclusion

59
Findings
Most Of The Customers Are Satisfied With Suzuki Vehicles

Most Of The People Are Satisfied With The Service Provided By Indus Motors.

Mileage And Price Are The Most Influencing Factors To By The Vehicle

Customers Are Average Opinion About The After Sale Services Provided By Company.

Most Of The People Are Satisfied With The Mileage Of

Suzuki Cars
Most Of The Customers Are Satisfied With The Design Of The Vehicles

Most Of The People Are Satisfied With The Price & Quality Of The Vehicle.

Customer Satisfaction About The Representatives Of Indus Motors Are Average

Customers Are Satisfied With The Booking Facilities Of The Indus Motors

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 The Survey Show That 56% Customer Are Average & 28% Customer Are Good
Perception About Suzuki Automobile Product

Survey Shows That All Age Of People Use The Suzuki Cars

Suggestions

 The Company Should Concentrate More On Its Build Quality.

 The Company Should More Service Oriented Rather Than Sales
 The Customer’s Feedback On Its Build Quality Is Average
 The Company Should More Concentrate On The Safety Of Customers
 The Company Should Provide More Seasonal Offers To The Customers
 The Company Should Improve Its Designs.

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Conclusion

Now The Automobile Industry Becomes More Specific. In This Impeditive Market, Companies
Are Targeting Specific Customers. Every Company Needs To Do An Extensive Research On
Different Concepts And Littering Themes To Attract More Customers And In The Same Time
More Advertisers. Suzuki Motors Is A Leading In The Automobile Industry In India. It Has
Become Synonymous With Processing Activities In The Indian Automobile Industry. It Also
Takes The Credit Of Revolutionizing The Industry In India.
Although It Is Facing A Threat From The Other Automobile Companies, It Has Its Own Place In
The Industry. The Newly Introduced Grand Vitara Model Has Great Position In The Marketing
The Overall Performance Of Indus Motors Is Good. Majority Of The Customers Are Satisfied
With Receiving Schedules.

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Bibliography
Magazine
Fasttrack
Smart Drive
Top Gear
Auto India Car And Bike Magazine
Data From Indus Motors

Sites
Https://Www.Wikipedia.Org
Https://Www.Globalsuzuki.Com/
Https://Www.Marutisuzuki.Com/
Https://Www.Indusmotor.Com/

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