MINOR PROJECT REPORT

ON

“A STUDY ON CUSTOMER SATISFACTION

TOWARDS MARUTI SUZUKI CARS”

Submitted in the partial fulfillment for the award of Degree of Bachelor in

BBA(CAM) : 2021-24

Under The Guidance: Submitted By:

Dr. Parul Agarwal Harsh Tyagi
Associate Professor 00121501921
MCIT Batch: 2021-24

CHANDERPRABHU JAIN COLLEGE OF HIGHER STUDIES & SCHOOL OF LAW

An ISO 9001:2015 Certified Institute (Approved by the Govt of NCT of Delhi

Affiliated to Guru Gobind Singh Indraprastha University, Delhi and
Approved by Bar Council of India)
Plot No OCF Sector A-8, Narela New Delhi – 110040
 DECLARATION

This is to certify that Minor Project Report entitled “A study on customer satisfaction towards Maruti
Suzuki cars” which is submitted by me in partial fulfillment of the requirement for the award of degree
BBA (CAM) to GGSIP University, Dwarka, Delhi comprises only my original work and due
acknowledgement has been made in the text to all other material used.

Date: Name and Signature of Student

Approved By:

(I)
 CERTIFICATE

This is to certify that Minor Project Report entitled “A study on customer satisfaction towards Maruti
Suzuki cars” which is submitted by Harsh Tyagi in partial fulfillment of the requirement for the award of
degree BBA (CAM) to GGSIP University, Dwarka, Delhi is a record of the candidate own work carried out
by him under my supervision.

Date: Supervisor Signature

( II )
 ACKNOWLEDGEMENT

I offer my sincere thanks and humble regards to Chanderprabhu Jain College of Higher Studies & School
of Law, GGSIP University, New Delhi for imparting us very valuable professional learning in Minor
Project Report of BBA(CAM).

I pay my gratitude and sincere regards to Dr. Parul Agarwal my project Guide, for imparting her
knowledge. I am thankful to her as she has been a constant source of advice, motivation and inspiration.
I am also thankful to her for giving her suggestions and encouragement throughout the project work.

I take the opportunity to express my gratitude and thanks to our computer Lab staff and library staff for
providing me opportunity to utilize their resources for the completion of the project.
I am also thankful to my family and friends for constantly motivating me to complete the project and
providing me an environment which enhanced my knowledge.

Student’s Signature

(III)
 TABLE OF CONTENTS

S.NO TOPICS PAGE NO.

1. EXECUTIVE SUMMARY 1

2. CHAPTER 1 : INTRODUCTION 2

1.1 INDUSTRY PROFILE 3-6

1.2 COMPANY PROFILE 7-13

1.3 SCOPE OF RESEARCH 14

1.4 OBJECTIVE OF RESEARCH 14

1.5 LIMITATION OF RESEARCH 14

3. CHAPTER 2 : REVIEW OF LITERATURE 15-18

4. CHAPTER 3 : RESEARCH METHODLOGY 19

3.1 INTRODUCTION 20

3.2 RESEARCH DESIGN 21-22

3.3 RESEARCH OBJECTIVES 22

3.4 TOOLS 23-25

5. CHAPTER 4 : ANALYSIS AND INTERPRETATION 26-46

6. CHAPTER 5 : SUMMARY AND CONCLUSION 47-48

7. LIST OF TABLES 49

8. LIST OF FIGURES 50

9. APPENDIX : QUESTIONNAIRE 51-54

10. REFERNCES 55
EXECUTIVE SUMMARY :
A study on customer satisfaction towards Maruti Suzuki cars was conducted to investigate and compare the
customer satisfaction towards Maruti Suzuki cars. The study held in Delhi National Capital Region (NCR)
of India. The study used both qualitative and quantitative research methods to collects data from a sample of
customers in the region.

The study found that Maruti Suzuki cars are most purchased cars in Delhi NCR, and people like to use them
for their better mileage, affordability, looks and price is more likely affordable as compare to other brands
and Maruti Suzuki giving their best for their customers and after sales services which is highly recommended
by everyone.

Customers also rated higher in terms of affordability and mileage of Maruti Suzuki cars , but conducting a
survey is able to give us some idea of what customers are really thinking about Maruti Suzuki cars. In future,
survey questions will be made to allow the customers to give more accurate and specific answers to Maruti
Suzuki. This method when done continuously will create an idea that Maruti Suzuki use to fully meet
customer’s satisfaction and increase sales.

Overall, the study provides valuable insights into the customer perceptions and preferences of Maruti Suzuki
cars in Delhi NCR. The findings of the study can be used by markets and managers of these brands to develop
effective marketing strategies and product positioning in the competitive Indian Automobile Industry.

1
CHAPTER - 1

INTRODUCTION

2
INDUSTRY PROFILE

The automotive industry comprises a wide range of companies and organizations involved inthe
design, development, manufacturing, marketing, selling, repairing, and modifying of motor vehicles. It is
one of the world's largest industries by revenue. It is also the industry with the highest spending on research &
development per firm.

The automotive industry began in the 1860s with hundreds of manufacturers that pioneered the horseless
carriage. For many decades, the United States led the world in total automobile production. In 1929, before
the Great Depression, the world had 32,028,500 automobiles in use, and the U.S. automobile industry
produced over 90% of them. At that time, the U.S. had one car per 4.87 persons. After 1945, the U.S.
produced about 75 percent of world's auto production. In 1980, the U.S. was overtaken by Japan and then
became a world leader again in 1994. In 2006, Japan narrowly passed the U.S. in production and held this
rank until 2009, when China took the top spot with 13.8 million units. With 19.3 million units manufactured
in 2012, China almost doubled the U.S. production of 10.3 million units, while Japan was in third place with
9.9 million units. From 1970 (140 models) over 1998 (260 models) to 2012 (684 models), the number of
automobile models in the U.S. has grown exponentially.

Early car manufacturing involved manual assembly by a human worker. The process evolved from engineers
working on a stationary car, to a conveyor belt system where the car passed through multiple stations of more
specialized engineers. Starting in the 1960s, robotic equipment was introduced to the process, and today most
cars are produced largely with automated machinery.

The global automotive industry is a major consumer of water. Some estimates surpass 180,000 L (39,000
imp gal) of water per car manufactured, depending on whether tyre production is included. Production
processes that use a significant volume of water include surface treatment, painting, coating, washing,
cooling, air-conditioning, and boilers, not counting component manufacturing. Paintshop operations
consume especially large amounts of water because equipment running on water-based productsmust also be
cleaned with water.

Business always starts and closes with the customers and hence the customers must be treated as the king of
the market. The progress of the business is based on profit, status, images etc. and also depends upon the
customers.
In the last few years, the Indian Maruti Suzuki car industry has seen spectacular growth. The country stands
next to the China and Japan in terms of production and sales respectively. This distinction was achieved due
to variety of reason like restrictive policy followed by the government of India towards the passenger car
3
industry. Majority of Indians, especially the youngsters prefer rather than cars.
The first car that the company produced was a four-door Maruti 800 and the second car that the company
produced was a multi-utility vehicle called the Omni. Between 1994 and 1996 Maruti released the Esteem,
the Gypsy, the Omni, the Gypsy King, Zen and Esteem.

Maruti Udyog Limited was founded as a joint venture in February 1981 by the Government of
India with Suzuki Motor Corporation as a minor partner. In 2003, the Government of India sold most of its
stake to Suzuki Motor Corporation and later, completely exited the company in 2007. The first
manufacturing factory of Maruti was established in Gurugram, Haryana, India in 1982. It also opened a
second plant in Manesar whose capacity at the time of opening was 2,00,000 units.

In 1982, a license and joint venture agreement (JVA) was signed between Maruti Udyog Ltd., and Suzuki of
Japan. At first, Maruti Suzuki was mainly an importer of cars. In India's closed market, Maruti received the
right to import 2 fully built-up Suzuki in the first two years, and even after that, the early goal was to use
only 33% indigenous parts. This upset the local manufacturers considerably. There were some concerns that
the Indian market was too small to absorb the comparatively large production planned by Maruti Suzuki,
with the government even considering adjusting the petrol tax and lowering the excise duty in order to boost
sales. Local production commenced in December 1983 with the introduction of the SS30/SS40 Suzuki
Fronte/Alto-based Maruti 800.

In 1984, the Maruti Van with the same three-cylinder engine as the 800 was released and the installed
capacity of the plant in Gurgaon reached 40,000 units.

In 1985, the Suzuki SJ410-based Gypsy a 970 cc 4WD off-road vehicle, was launched. In 1986, the original
800 was replaced by an all-new model of the 796 cc hatchback Suzuki Alto (SS80), and the 100,000th vehicle
was produced by the company. In 1987, the company started exporting to western markets, when a lot of 500
cars were sent to Hungary. By 1988, the capacity of the Gurgaon plant was increased to 100,000 units per
annum.

Maruti Suzuki has two manufacturing facilities in Haryana (Gurugram and Manesar), and one manufacturing
complex in Gujarat wholly owned by parent company Suzuki which supplies its entireproduction to
Maruti Suzuki. All manufacturing facilities have a combined production capacity of 2,250,000 vehicles
annually (1.5 million from Maruti Suzuki's two plants and 750,000 from Suzuki Motor Gujarat).

The Gurugram manufacturing facility has three fully integrated manufacturing plants and is spread over 300
acres (1.2 km2). The Gurgaon facilities also manufacture 240,000 K-Series engines annually. The Gurugram
facility manufactures the Alto 800, WagonR , Ertiga, XL6, S-Cross, Vitara Brezza, Ignis, and Eeco.

4
The Gurugram facility also assembles the Jimny starting from January 2021 solely for export markets. It was
reported the Indian-assembled Jimny will be exported to African markets and countries in the Middle East.

The Manesar manufacturing plant was inaugurated in February 2007 and is spread over 600 acres (2.4 km2).
Initially, it had a production capacity of 100,000 vehicles annually but this was increased to 300,000 vehicles
annually in October 2008. The production capacity was further increased by 250,000 vehicles taking the total
production capacity to 800,000 vehicles annually. The Manesar plant produces the
Alto, Swift, Ciaz, Baleno and Celerio. On 25 June 2012, Haryana State Industries and Infrastructure
Development Corporation demanded Maruti Suzuki pay an additional ₹235 crore for enhanced land
acquisition for its Haryana plant expansion. The agency reminded Maruti that failure to pay the amount
would lead to further proceedings and vacating the enhanced land acquisition.

In 2012, the company decided to merge Suzuki Powertrain India Limited (SPIL) with itself. SPIL was started
as a JV by Suzuki Motor Corp. along with Maruti Suzuki. It has the facilities available for manufacturing
diesel engines and transmissions. The demand for transmissions for all Maruti Suzuki cars is met by the
production from SPIL

In 2017, the new Suzuki Motor Gujarat facility was opened. This third facility is not owned by Maruti Suzuki,
but instead wholly owned by Suzuki Motor Corporation. Despite that, the plant supplied vehicles toMaruti
without any additional cost. Located in Hansalpur, Ahmedabad, the plant has a total annual capacity of
750,000 units.

In November 2021 Maruti Suzuki announce to set up of a big plant in IMT Kharkhoda in Sonipat district
across 900 acres with an investment of ₹18,000 crores.

Haryana State Industrial and Infrastructure Development Corporation gives 900 acres of land to Maruti
Suzuki for setting up a new plant in Industrial Model Township at Kharkhoda, Haryana.

In August 2022 Prime Minister of India Shri Narendra Modi lays foundation stone of Maruti Suzuki's new
manufacturing plant in Kharkhoda. It will be one of the largest automobile manufacturing plant in World
with capacity of making 1 million cars per year.

The new manufacturing facility in Kharkhoda, Haryana will have four manufacturing plants in which 10
lakh cars will be produced annually and the Kharkhoda, Haryana Plant will be third largest car producer
facility in world.

5
Maruti Suzuki's has been criticized for compromising safety in their products by automotive enthusiasts,
journalists, and the Global NCAP, as they are made lighter in terms of kerb weight to achieving higher fuel
economy. Starting 2014, several of their made for India cars were crash tested at Global NCAP, most of
which have given disappointing results. Cars like Alto, Swift, Celerio, S-Presso (with driver's airbag), and
Eeco which had no safety features like airbags were awarded 0 stars, while Wagon-R and Swift (2018 model
year) which had dual front airbags were awarded 2 stars out of 5. Only the Vitara Brezza (4 stars) and Ertiga
(3 stars) have been awarded decent safety ratings. Though Maruti Suzuki claimed that they were following
the safety standards mandated by the Government of India, it however only implied with the safety features
included in their cars and not the strong body shell or build quality which suffers the impact of the
crash. Maruti Suzuki has also come under fire for discrimination with customers in India, by making cars
safe meant for exports to European and African markets.

The chairman, RC Bhargava stated that "If carmakers incorporate such features in even entry-level cars,
obviously the price would go up, which would lead consumers to opt for two-wheelers, which would be more
unsafe", which attracted criticism. The company, in February 2020, decided not to send their cars to Global
NCAP for testing, as they only believe in the Safety Standards set by the Government of India. Following
the crash test results of S-Presso, Alejandro Furas, Secretary General of Global NCAP said, “It is very
disappointing that Maruti Suzuki, the manufacturer with the largest share of the Indian market, offers such
low safety performance for Indian consumers. Domestic manufacturers like Mahindra and Tata have
demonstrated high levels of safety and protection for their customers, both achieving five star performance.
Surely it’s time for Maruti Suzuki to demonstrate this commitment to safety for its customers?” Alongside,
David Ward, President of the Towards Zero Foundation said, "We have seen important progress on car safety
in India, with new legislation introduced by the government and manufacturers like Mahindra and Tata
accepting the Global NCAP five star challenge and producing models which go well beyond minimum
regulatory requirements. There is no place for zero rated cars in the Indian market. It remains a great
disappointment that an important manufacturer like Maruti Suzuki does not recognize this."

Maruti Suzuki India Limited (formerly Maruti Udyog Limited) is the Indian subsidiary of
Japanese automaker Suzuki Motor Corporation. As of September 2022, the company had a leading market
share of 42 percent in the Indian passenger car market.

The automotive industry in India is one of the largest automotive markets in the world. It had previously
been one of the fastest growing markets globally.

6
India's passenger car and commercial vehicle manufacturing industry is the sixth largest in the world, with
an annual production of more than 3.9 million units in 2011. According to recent reports, India overtook
Brazil to become the sixth largest passenger vehicle producer in the world (beating such old and new auto
makers as Belgium, United Kingdom, Italy, Canada, Mexico, Russia, Spain, France, Brazil). Throughout the
course of 2011 and 2012, the industry grew 16-18%, selling around three million units. In 2009, India
emerged as Asia's fourth largest exporter of passenger cars, behind Japan, South Korea, and Thailand. In
2010, India beat Thailand to become Asia's third largest exporter of passenger cars. As of 2010, India is
home to 40 million passenger vehicles. More than 7.3 million automotive vehicles were produced in India in
2010 (an increase of 33.9%), making the country the second (after China) fastest growing automobile market
in the world in that year. According to the Society of Indian Automobile Manufacturers, annual vehicle sales
are projected to increase to 4million by 2015, no longer 5 million as previously projected.

Automobile Dealer Network in India

In terms of Car dealer networks and authorized service stations, Maruti leads the pack with Dealer networks
and workshops across the country. The other leading automobile manufacturers are also trying to cope up
and are opening their service stations and dealer workshops in all the metros and major cities of the country.
The production of total vehicles increased from 4.2 million in 1998-99 to 7.3 million in 2003-04. It is likely
that the production of such vehicles will exceed 10 million in the next couple of years. The industry has
adopted the global standards and this was manifested ni the increasing exports of the sector. After a temporary
slump during 1998-99 and 1999-00, such exports registered robust growth rates of well over 50 per cent in
2002-03 and 2003-04 each to exceed two and- a half times the export figure for 2001-02.
In 1987, the company started exporting to western markets, when a lot of 500 cars were sent to Hungary. By
1988, the capacity of the Gurgaon plant was increased to 100,000 units per annum.

INDUSTRY GROWTH
Opposing the belief that the growth in automobile industry has catered only to the top income stratum of
society, Growth of exports of 32.8 % in the first three quarters of 2004-05, the fastest growth in volumes has
come from commercial vehicles as against passenger cars. Between 1998-99 and 2003-04, output of
commercial vehicles has grown 2.8 times compared to the 2.2 times increase in passenger cars. Furthermore,
two-wheeler output continues to dominate the volume statistics of the sector. In 2003-04, for every passenger
car turned out by the sector, there were 7two-wheelers produced. In the two wheeler segment, there is a
greater preference for motorcycles followed by scooters, with both production and domestic sales of
7
motorcycles increasing at faster rates than for scooters in the current and previous years. However, mopeds

have registered low or negative growth. Export growth rates have been high both for motorcycles and
scooters.
India car Industry
The recent move to globalize our economy has opened new vistas for car manufacturers in the country. The
immediate post independence years saw very little development in automobile industry. A poor country like
ours did not have a resource to invest in personal transportation. The Indian customers had to wait till the
mod 1980's, a full 40 years after independence to see a car that the people wanted. December 1983 heralded
a revolution in the Indian car industry. Maruti collaborated with Suzuki of Japan to produce the first
affordable car for the average Indian. The maruti800 was the first version of Maruti to hit the Indian roads
in December-1983. Since then it has been on a constant rise. At this time, the Indian ear market had stagnated
at the volume of 30000 to 40000 cars for the decade ending 1983. This was from Maruti taken over. The
sales figure for the year 1993 reached up to 196820. The company reached a total production of one million
vehicles in March 1994 becoming the first Indian company to cross this milestone. It crossed the two million
mark in 1997. Fifteen years later ,the Indian industry is on the verge of the extreme. It has around 45 models
of the cars. Today there are about 20 manufacturers in India.
Industry Structure
The Indian ear market has been divided in to small ears, mid size ears, luxury cars and multi utility vehicles.
Small cars:
It is the most preferable small car segment in Indian economy. Under this segment we have Maruti 800,
Maruti Wagon R, Maruti swift, Tata Indica, Hyundai Santro, Fiat Palio, and Maruti Alto, Maruti Zen Estilo,
Tata Nano, i10, spark, Astar etc. These are the best suitable for Indian middle class people. These cars also
suit Indian roads and traffic conditions. The concept of small cars has emerged from Japan. Small cars are
fuel efficient with latest sleek look and advanced technology.
Mid size cars:
The mid size cars are to supper middle class people of society. Business executives mainly use these cars.
Under this we have Maruti SX4, Swift Dzire, Ford Fusion, Ford Fiesta ,Opel Astra, Tata Indigo, Tata
Marina, Honda City, Chevrolet Aveo, Hyundai Accent etc., and Hyundai Verna etc.
Luxury cars:
The elite members of the society use these luxury cars. The luxury cars symbol of success of a man. Under
this we have Maruti Grand Vitara, Ford Mondeo, Skoda Octavia, Skoda Laura, Hyundai Sonata, Hyundai
Elantra, Toyota Corolla, Toyota Cramy, Mitsubishi Lancer, Mitsubishi Cedia , Honda Civic, Honda CRV,
Honda Accord, Chevrolet optra, Mercedes-Benz (S-class , E-class), etc
8
Car segments:
With the expansion of Indian Automotive Market over a period of time the car models have been grouped in
to the following segments.

Based on the price and size:

A Segment (Till 3 lacks): Maruti800, Omni.
B Segment (3 to 4.5 lacks): Zen, Wagon R, Alto, Santro, Palio and Indica.
C I Segment (4.5 to 6.5 lacks): Esteem, Accent, Siena, Indigo, Ikon, Corsa, Swift.
C2Segment(6.5to10lacks): Baleno, Astra ,City and Lancer
D Segment (10 lacks & above): Octivia , Sonata, Mondeo, Accord, Camry, Vectra, Corolla, Mercedes.

Based on length as per SIAM (Society of Automotive Manufacturers):

A1(Mini-Up to 3400mm): Maruti800
A2(Compact-3401 to 4000mm): Zen, Wagon R. Alto, Santro, Matiz, Palio, and Indica.
A3 (Mid-Size-4001 to 4500mm): Esteem, Swift, Accent,Siena, Indigo, Ambassador
A 4(Excutive-4501 to 4700mm): Octivia, Contessa, Mercedes C-Class
A 5(Premium-4701 to 5000mm): Sonata, Mondeo, Accord, Carmy, Vectra.
A 6 (Luxury-5001 and above): Mercedes S-class.

Some of the car companies & competitors in India of Maruti Suzuki :

 Nissan Motors
 Honda
 Tata Motors
 Hyundai
 Skoda
 Mahindra
 Toyota
 Volkswagen
 Volvo

9
COMPANY PROFILE

This chapter consists of overview of Maruti Suzuki India Limited with respect to Manufacturing facilities,
Corporate Milestones, Sales and Service network with their few popular brands.

History & Milestone of Maruti Suzuki India Limited

Maruti Suzuki is one of the leading automobile manufacturing companies in India. It is the market leader in
the automobile industry both in terms of production and revenue generation.
In the year February 1981, Maruti Udyog Limited was incorporated under the provisions of the Indian
companies act, 1956. The major objectives of Maruti Udyog were to modernize the Indian automobile
industry, to produce fuel-efficient cars and mass number of vehicles.

The company was formed as a government company, with Suzuki as a minor partner, to make people’s car
for middle class India. In October 2, 1982, the company signed the license and joint venture agreement with
Suzuki Motor Corporation of Japan. In the year 1983, the company started their productions and launched
Maruti 800. In the year 1983, the company launched its most awaited Maruti Omni and in 1985, the company
launched Maruti Gypsy in the Indian Market.

The Gypsy was the first modern four-wheel drive vehicle in the Indian market. In June 1986, the company
launched new model of Maruti 800.

In the year 1987, the company forayed into the foreign market by exporting first lot of 500 cars to Hungary.
In the year 1990, the company launched India’s first three box car, sedan Le. Maruti 1000. In the year 1992,
Suzuki Motor Corporation, Japan increased their stake in the company to 50 percent. In the year 1993, the
company introduced the Maruti Zen and in 1994 the company launched Maruti Esteem in the market.

In the year 1995, the company commenced their second plant. In the year 1997, the company started Maruti
Service Master as model workshop in India to look after sales services. In the year 1999, the third plant with
new press, paint and assembly shops became operational.

In the same year i.e in 2000, the company launched a call centre. This was the first time a car company had
ever launched a call centre in India. In this year, Maruti set up a website for its Wagon-R car, introduced a

10
new model of Zen, got the IRTE National award for its safety initiative, traffic management and environment
protection, launched the Baleno and t h eWaon-R with electric power steering. Maruti introduced its first
CNG (Compressed Natural Gas) car in 2001. In this same year, Maruti invested 50 crore rupees in
Manufacturing cars. In the year 2002. Maruti launched Maruti Finance to offer financial services like
extended warranty and finance for car insurance.

In the year 2002, Suzuki Motor Corporation increased their stake in the company to 54.2 percent. In the same
year the company found new business segment is Maruti True Value for Sales, Purchase and trade of pre-
owned cars in India. In the year 2005, the company launched the first world strategic model from Suzuki
Motor Corporation ‘Swift’ in India. In the year 2006, the company launched Wagon R-Duo with LPG
(Liquified Petroleum Gas) and also the new Zen Estilo with value added features in it.

During the year 2006-07, the company commenced operations in the new car plant and the diesel engine
facility at Manesar, Haryana. In November 2006, the company inaugurated a new institute of Driving
Training & Research (IDTR), which was set up as a collaborative project with Delhi government at Sarai
Kale Khan in South Delhi.

During the year 2007-08, the company signed an agreement with the Adani group for exporting 2,00,000
units annually through the Mundra Port in Gujrat. The company launched Swift-Diesel and SX4 a luxury
sedan with tag line ‘Men Are Back’ during the year. In July 2007, the company launched the new Grand
Vitara, a stylish, muscular and five seater in the MUV (Multi Utility Vehicle) segment.

During the year, the company made pact with Shriram City union finance Ltd, a part of Shriram Group,
Chennai, to offer easy, transparent and hassle-free car finance to their customers, particularly in semi urban
and rural markets. During the year 2008- 09, the company launched a new A2 segment car, branded the A-
Star in India & in Europe as the new Alto. In June 2008, the company launched Maruti 800 Duo, a dual fuel
(LPG + Petrol) car. In April 2009, the company revealed new Ritz K 12 M engine at Gurgaon Plant.

Maruti Suzuki launched its EECO and Alto K10 (K Series vehicle) in the year 2010. In the year 2011, Maruti
Suzuki launched its luxury Sedan Kizashi and SX4 diesel model. In the month of March 2011 the company
produced 10 million cars. Maruti Suzuki India Limited has launched its seven seater spacious & comfortable
MPV Ertiga on 12 April 2012 to cater the needs of larger family size consumers.

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 Company Brand of Directors:
Maruti Suzuki is a brand managed company. Currently the directors on the Board are :

Position Personal

Managing Director (M.D) and Chief Mr. Kenichi Ayukawa

Executive Officer (C.E.O)
Chairman Mr. R.C. Bhargava
Directors Mr. Maninder Singh Banga
Mr. Amal Ganguli
Mr. D.S. Brar
Mr. Keiichi Asai
Mr. Osamu Suzuki
Mr. Shuji Oishi
Ms. Pallavi Shroff
Mr. Kenichi Ayukawa

MARUTI SUZUKI ACHIEVEMENTS IN YEAR 2022-23:

 Maruti Suzuki India Limited sold a total of 170,071 units in march 2023.
 The full financial year , the company posted its higher ever total sales of 1,966,164 units.
 Total sales includes domestic sales of 1,644,876 units with the growth of 20.5% over FY 2021-22

PRODUCT PROFILE:

The following table depicts various models of Maruti Suzuki, categorized on the basis of its segment

S.no Model Type/ Segment

1 Maruti 800 Mini
2 Alto 800 Mini
3 Alto k 10 Compact
4 S- presso Compact
5 Omni Vans
6 Gypsy Utility vehicle
7 Estilo Compact
8 Wagon R Mini
9 Eeco Vans
10 A-star Mini
11 Ritz Compact
12 Swift Compact

12
 13 SX4 Super compact
14 Swift Dzire Mid size
15 Baleno Compact
16 Ertiga Utility vehicle
17 XL 6 Utility vehicle
18 Ciaz Super compact
19 S – cross Super compact
20 Grand Vitara Luxury
21 Breeza Mid size
22 Zimny Suv

Manufacturing Facilities of Maruti Suzuki

Maruti Suzuki has achieved its goal because of its unbelievable Manufacturing excellence. With an object to
fulfill the demand of market, today Maruti Suzuki's plants are comparable with the best in the world in terms
of Quality. Productivity and Operational efficiency.
Maruti Suzuki has two state-of-the art manufacturing facilities in India. Both manufacturing facilities have a
combined production capacity of 12,50,000 vehicles annually.

Sales and Service Network (Stations)

Maruti Suzuki's Sales and Service network is the largest among car manufacturers in India. The company
had 802 sales outlets in 5 cities and 2740 service workshops in 1335 cities as on 13 March 2010. The service
network of the company includes Dealer Workshops, Maruti Authorized Service Stations (MASSs), Maruti
Service Masters (MSM) and Maruti Service Zones (MSZ). In FY 2011-12, Maruti Suzuki had opened its
1000th Sales outlet, another landmark achieved. The company with over 2950 service outlets reaches its
customers across 1400 cities.

Awards/Recognition won by Maruti Suzuki

Because of outstanding performance and continuous innovations, Maruti Suzuki got various awards and
achievement as follows:
 Business Standard India's company of the year 2011 award
 Ranked amongst the top 10 most admired companies by Wall Street Journal
 11th time in a row, the Company ranked highest in JD Power Asia Pacific 2010 India Customer Service
Index (CSI) study
 NASSCOM and CNBC TV 18 IT user award
 Ranked highest in JD Power Sales Satisfaction Index (SSI)
 Ranked one in JD Power initial quality study 2010 for model-Dzire

13
 CNBC-TV 18 award 2011 for Manufacturer of the year.
 CNBC-TV18's program on advertising &marketing
 Corporate campaign ‘Kitna Deti Hai’ rated amongst the best campaigns of the year 2010 by CBNC-TV
18’s program on advertising & marketing
 NHRDN (National HRD Network) Trailblazer Award 2010 for HRD Excellence
 Maruti's Alto ranked no. I in TNS four wheeler Total Customer Satisfaction (TCS) study.

SCOPE OF THE STUDY

There is a tremendous amount of scope for future research in this area, that is the Automobile Industry,
some possibilities can be:

 Comprehensive research on all the competitors in the market.

 Research on the buying behavior which would include brand performance, brand attitudes, product
satisfaction, purchase behavior ,purchase intentions, brand awareness, segmentation studies, etc.

 Study of perceptions among people regarding automobiles (Maruti) and their preferences of the type of
vehicles (cars).

OBJECTIVES OF THE STUDY

 To study the customer satisfaction with the usage of vehicles of MARUTI SUZUKI

 To study the impact of different factors of marketing on customer satisfaction.

 To know the customers are satisfied with price and service network.

 To know the whether Maruti performance matching with the customer expectations.

LIMITATION OF THE STUDY

 The analysis of the present study has been carried out based on the information has collected from the
Maruti Suzuki cars user who are residing at New Delhi City.

 The study is an opinion survey; caution may have to be exercised while extending the result to other
areas.

 Due to time constrict only 105 numbers of respondents were considered.

 The result fully depends on the information given by the respondents which may be based.

14
CHAPTER - 2

REVIEW OF
LITERATURE

15
REVIEW OF LITERATURE

Willard Hom (2000) presents two broadly classified customer satisfaction models viz. Macro-models,
which place the customer satisfaction among a set of related constructs in marketing research and Micro-
models, which theorize the elements of customer satisfaction. The paper also gives various models of
customer satisfaction from the perspective of the marketing research discipline.

Vavra, T.G. (1997) in his book suggests specific programmes to improve the measurement of customer
satisfaction in an organization. The author describes five critical skills required for this task. sampling
/customer-participant selection, questionnaire design, interviewing /survey administration, data analysis,
and quality function deployment-building action plans.

Peyton, R.M. (2003) in their working paper submitted at the Allied Academies International Conference
presented a comprehensive review of the literature on various Customer Satisfaction and Dissatisfaction
(CS/D) theories proposed. The literatures are specifically prior to the 1990s. This review focuses on the
major components of the decision- making process, also addresses the measurement-related issues relevant
to this body of literature.

PhuleMohan,(2012) in his PhD thesis, ―Exploring Marketing strategies and customer satisfaction in
automobile industry: a comparative study of Aurangabad and Pune city‖ found that telephone, internet are
the most preferred sources of collecting feedback. He also suggested that the company should use advanced
technology and try to increase the efficiency of car. He also suggested that with an object to minimize the
complain of car regarding after sales service, the automobile companies should have direct linkage with the
customers through email, and the company should focus that whether the customers are really satisfied with
after sales service or not.

Suganya R, (Jan 2012)in her research paper highlights the effect of brand equity on consumer purchasing
behavior on car. The paper speaks that brand plays vital role in car sales, not only to attract but also to retain
customers. The author concluded that brand awareness and perceived quality proved to influence the brand
loyalty. Also brand loyalty and brand association affect customers‘ attitudes towards brand.

16
Rana and Lokhande (2013)study showed that in March 2008 Maruti Suzuki’s sales were Rs.21221 crore
which was more than March 2007 by Rs. 21.559. The industrial sales of Maruti Suzuki in the year March
2008 were Rs.20070.9 crore which is 23.26% greater than previous year. It concluded that in today’s
scenario the success of company lies in structuring and restructuring the marketing strategies and continuous
innovation of product and service.

Singh and Srivatava (2013) study showed various factors affecting customer satisfaction towards Maruti
Suzuki. Exceptional customer service results in greater customer retention, which in turn results in higher
profitability. Customer loyalty is a major contribution to sustainable profit growth. Measuring customer
satisfaction provides an indication of how successful the organization is at providing products or services
to the marketplace. It also concluded that all the factors considered in the study have significant effect on
the overall satisfaction of the customers. It conducted that satisfaction levels for pricing attributes (such as
Car price, discounts and service charges) are generally lower than product related attributes.

Ranjith and Snekalatha (2013) focused on the customer’s brand loyalty and satisfaction towards Maruti
car. Maruti Suzuki India Limited is India’s leading & largest passenger car manufacturer which accounting
Vol-3 Issue-4 2017 IJARIIE-ISSN(O)-2395-4396 5999 www.ijariie.com 495 for nearly 50 per cent of the
total industry sales. Customer loyalty is a major contribution to sustainable profit growth to achieve success.
This study found that Maruti Udyog Ltd has various brands of car, but majority of respondent prefer Omni.
They are satisfied with price, band, image, convenience, appearance quality and require less maintenance
cost. Parthian and Rajendran (2014) study was carried on customer preference toward Maruti Suzuki. Main
aim of this study was to understand the mind of customers whether they was eager and satisfied to handle.
Even though most of the customers were satisfied with present model and service, few customers were not
satisfied about the facilities provided by the car. If the Maruti car service providers give enough attention
regarding this, they can ensure a large level of customer preference.

Parthian and Rajendran (2014) study was carried on customer preference toward Maruti Suzuki. This
study was to understand the mind of customers whether they was eager and satisfied to handle. Even though
most of the customers were satisfied with present model and service, few customers were not satisfied about
the facilities provided by the car. If the Maruti car service providers give enough attention regarding this,
they can ensure a large level of customer preference.

Srivastava Anubha (2014) Data analysis has been done using the top down approach ,i.e. Economic
analysis, industry analysis, company and technical analysis to find relationship between automobile sector

17
index with market index. Mahindra and Mahindra have a great position on the stock market and will attract
investor and this could lead to expansion and growth. Thus Tata motors and Maruti Suzuki need to take
care of their stock and expansion

Akhila and Thayyullathi (2015) in his study on customer satisfaction toward Maruti Suzuki in Coimbatore
found that majority of the respondents were using SUV (Sport utility vehicle) type cars. They found that
Maruti Suzuki cars were the best and fast moving brands. There were increasing trend because of easy
handling, safety, security and high performance, which makes the advanced technologies to adopt new
model.

Jothi, K. & Geethalakshmi, A. (2016) this study tries to evaluate the profitability & financial position of
selected companies of Indian automobile industry using statistical tools like, ratio analysis, mean, standard
deviation, correlation. The study reveals the positive relationship between profitability, short term and long
term capital.

Kumar Mohan M.S, Vasu. V. and Narayana T. (2016) the study has been made through using different
ratios , mean, standard deviation and Altman’s Z score approach to study the financial health of the
company. The study reveals there is a positive correlation between liquidity and profitability ratios except
return on total assets as well as Z score value indicate good health of the company.

Suganthi and Renuka (2016) focused on data collected through convenience sampling of 200 consumers
of Maruti Suzuki Swift car users of Udumalpet Taluk. Later the data was analysed with statistical tools like
mean and the hypothesis was tested by using Chi-Square analysis. Maruti Suzuki Swift is most preferred
brand by the majority of the customer. It is going to pose great challenges to other small cars in India. Most
of the customers are satisfied with the mileage and fuel efficiency of the car and they preferred Maruti
Suzuki Swift.

Praveenkumar (2020) stated that this study would evaluate and examine the factors that influence the
choice of a particular car brand by the owners of Madurai City. Research shows that shoppers were
pleased with the price, size, level of exercise, distances, indoor living rooms, and brand status. The study
shows that the recent factors affecting the decision of car owners in the entire research field are prices,
fuel quality, pick-up, and comfort are most significant.

18
CHAPTER – 3

RESEARCH
METHODOLOGY

19
RESEARCH METHODOLOGY
INTRODUCTION:
Every business works on an explicit or implicit ‘business plan’, which comprises of both the corporate and
competitive strategies of the firm. To implement the above two strategies, there are functional areas, which
have their own strategies and plan. The major functional area of business are marketing, production, finance
and human resource management.
Research is a process in which researchers seek to determine the end result of an issue so that the solution
can be used to guide future actions. "A meticulous inquiry or enquiry, notably through search for new facts
in a domain of knowledge," according to the definition of research. Knowledge of research not only aids in
the examination of accessible data, but it also aids in other ways. Define and re-define problems, formulate
hypotheses or recommended solutions, gather, organise, and evaluate evidence, make inferences, and reach
conclusions are all part of research. According to Clifford Woody “Research comprises defining and
redefining problems, formulating hypotheses or suggesting solutions, collecting, organizing and evaluating
data, making deducting and reaching to conclusion and at last carefully testing conclusions to determine
whether they fit the formulated hypotheses.”
Marketing research plays an important role in deciding on the market strategy by providing information
necessary for choosing an appropriate strategy. This could be termed as marketing research at the strategic
level of marketing.
Clearly marketing research is a search for answers to some questions, which if answered would lead the
company to make critical marketing decisions on a strategic and tactical level.
It was a study conducted by me on the topic “A STUDY ON CUSTOMER SATISFACTION TOWARDS
MARUTI SUZUKI CARS” .
In this chapter, the term methodology is used in a general sense to refer to both theoretical and practical
aspects of the conduct of the research. Every project report is based on certain methodology, which is a way
to systematically solve the problem or attain its objectives. It is very important guideline and to lead to
completion of any project work through observation, data collection and data analysis.

This chapter should involve the following:

Research Design: A research design is a broad plan that states objectives of research project and provides
the guidelines on what has to be done to apprehend those objectives. It is, in other words, a master plan for
executing a research project.

20
 The most common aspects involved in research design include at least followings:

1. Statement of research objectives i.e. why the research project is to be conducted.

2. Type of data needed.
3. Definition of population ad sampling procedures to be followed.
4. Methods, ways and procedures used for collection of data.
5. Data analysis tools or methods used to analyse data.

Research designs are categorized broadly into two categories exploratory research design and conclusive
research design. Conclusive research design is further divided into descriptive and causal/ experimental
research design. The suitability of a research design for a specific research depends on nature of the problem,
method of data collection and analysis. The details of types of research designs are as follows:

 Exploratory Research Design

Exploratory research is when the researcher is seeking insights into the general nature of the problem and
possible decision alternatives for which he uses highly flexible, unstructured, and qualitative methods.
Exploratory research design is characterized by flexibility to gain insights and develop hypotheses. It does
not follow a planned questionnaire or sampling. It is based on literature survey, experimental survey, and
analysis of selected cases. Unstructured interviews are used to offer respondents a great deal of freedom.
No research project is purely and solely based on this design. It is used as complementary design to
descriptive design and causal design.

 Conclusive Research Design

Conclusive research design, as the name implies, is applied to generate findings that are practically useful
in reaching conclusions or decision-making. In this type of studies research objectives and data requirements
need to be clearly defined. Findings of conclusive studies usually have specific uses. Conclusive research
design provides a way to verify and quantify findings of exploratory studies. It usually involves application
of quantitative methods of data collection and data analysis. Moreover, conclusive studies tend to
be deductive in nature and research objectives in these types of studies are achieved by testing hypotheses.
Conclusive research design is further categorized into descriptive research design and Causal or
Experimental Research Design.

21
 Descriptive Research Design
Descriptive research design is typically concerned with describing problem and its solution. It is more
specific and purposive study. Before rigorous attempts are made for descriptive study, the well-defined
problem must be on hand. Descriptive study rests on one or more hypotheses. Descriptive research requires
clear specification of who, why, what, when, where, and how of the research. Descriptive design is directed
to answer these problems.

 Causal or Experimental Research Design

Causal research design deals with determining cause and effect relationship. It is typically in form of
experiment. In causal research design, attempt is made to measure impact of manipulation on independent
variables (like price, products, advertising and selling efforts or marketing strategies in general) on
dependent variables (like sales volume, profits, and brand image and brand loyalty). It has more practical
value in resolving marketing problems.
Test marketing is the most suitable example of experimental marketing in which the independent variable
like price, product, promotional efforts, etc., are manipulated (changed) to measure its impact on the
dependent variables, such as sales, profits, brand loyalty, competitive strengths product differentiation and
so on.

RESEARCH OBJECTIVE:
The research objective is to determine “Study on customers satisfaction towards Maruti Suzuki cars”
objective is also called research problem. Broadly these two terms can be used interchangeably.
Whatever the terminology used the research should end up with useful information that enables a
marketing manager to make a better decision.

The main objectives of the research conducted are:

 To study the customer satisfaction with the usage of vehicles of MARUTI SUZUKI

 To study the impact of different factors of marketing on customer satisfaction.

 To know the customers are satisfied with price and service network.

 To know the whether Maruti performance matching with the customer expectations.

22
RESEARCH INSTRUMENT USED:
QUESTIONNAIRE: This term questionnaire usually refers to a self-administered process where by
respondent himself read the question and records without the assistance of an interviewer.
DATA PROCESSING
TYPES OF DATA: There are 2 types of data available to a us. They are primary data and secondary data.
PRIMARY DATA: The primary data are collected through questionnaires/ survey prepared by me.
Primary data collection methods can be divided into two categories: Qualitative and Quantitative.

The main differences between qualitative and quantitative research methods can be summarized in the
following points:
Firstly, the concepts in quantitative research methods are usually expressed in the forms of variables, while
the concepts in qualitative research methods are expressed in motives and generalizations.

Secondly, quantitative research methods and measures are usually universal, like formulas for finding mean,
median and mode for a set of data, whereas, in qualitative research each research is approached individually,
and individual measures are developed to interpret the primary data considering the unique characteristics
of the research.

Thirdly, data in quantitative research appears in the forms of numbers and specific measurements and in
qualitative research data can be in forms of words, images, transcripts, etc.

Fourthly, research findings in quantitative research can be illustrated in the forms of tables, graphs and pie-
charts, whereas research findings in qualitative studies is usually presented in analysis by only using words.

Depending upon the type of study and underlying objectives, tool for data collection is analysed and
selected. For example, in qualitative research, interviews, focus groups, experiments etc are conducted to
collect the data.

SECONDARY DATA: The secondary data is the organization profile and was collected from the website,
journals, and magazines.

SAMPLING METHODS: the theory of sampling is as follows:

1. Researchers want to gather information about a whole group of people (the population).
2. Researchers can only observe a part of the population (the sample).
3. The findings from the sample are generalized, or extended, back to the population.

23
 Sampling is a principle that specifies the conditions and guides the process of selecting the members
of population to participate in the study and to contribute as sources for primary data. The choice of
sampling method determines the accuracy of research findings, reliability and validity of the study
and has immense implications on the overall quality of the study.

Sampling Methods can be classified into one of two categories:

Non-probability Sampling: Sample does not have known probability of being selected as in
convenience or voluntary response surveys.
Probability Sampling
In probability sampling it is possible to both determine which sampling units belong to which sample
and the probability that each sample will be selected.

SAMPLING FRAMEWORK:
types of survey: sample survey
 Sample unit – Customers of Maruti Suzuki
 Sample size – 105 Responses
 Sampling plan - stratified sampling technique
DATA COLLECTION
The task of data collection begins after research after a research problem has been defined and
research design chalked out. There are two types of data used to study the research problem:
1) PRIMARY DATA
2) SECONDARY DATA

1) PRIMARY DATA
Those data that have been observed and recorded by the researcher for the first time in their knowledge.
Sources: Questionnaire

2) SECONDARY DATA
Those data that have been compile by some agency other thn user.
* Company profile
* Previous reports
* Books

24
 TOOLS OF ANALYSIS USED
The term analysis refers to the computation of certain measures along with searching for pattern of
relationship that exists among data group. Analysis is essential for a scientific study and for ensuring
that we have all the relevant data for making contemplated comparison. Therefore, I have used :

1) PERCENTAGE OF ANALYSIS:
Percentage method is adopted to drive the exact representation of each of the attribute from a group
of responses. For each of the responses group total is first ascertained. Each individual respond in the
group of the divided by the total of the group can multiple by hundred and the percentage is derived.
Highest percentage is given first rank followed by other descending rankings.
Percentage of Respondent= No. of response / Total no. of respondent

2) SUMMATED APPROACH / SCALE OR LIKERT SCALE:

The Likert scale is a widely used rating scale that requires the respondents to indicate a degree of
agreement or disagreement with each of a series of statement about the stimulus objects. Typically,
each scale item has five response categories ranging from “strongly disagree” to “strongly agree”.To
conduct the analysis, each statement is assigned a numerical score, ranging either from -2 to +2 or 1
to 5. The analysis can be conducted on a total summated score or item-by-item basis can be calculated
for each respondent by summing across items. The summated approach is most frequentlyused and as
a result the Likert scale is also referred as a summated scale. When using this approach.

3) TABULATION
Tabulation is a systematic & logical presentation of numeric data in rows and columns, to facilitate
comparison and statistical analysis. To put it in other words, the method of placing organized
data into a tabular form is called as tabulation.

4) PIE CHART
A pie chart looks like a circle (or a pie) cut up into segment. Pie charts are used to how the whole
breaks down into parts. Pie charts show percentages of a whole - your total is therefore 100% and the
segments of the pie chart are proportionally sized to represent the percentage of the total.

25
CHAPTER – 4
ANALYSIS
&
INTERPRETATION

26
AGE GROUP

AGE NO. OF RESPONSES PERCENTAGE(%)

18-25 YEARS 86 81.93
26-30 YEARS 6 5.71
31-35 YEARS 5 4.76
36-40 YEARS 4 3.80
ABOVE 40 YEARS 4 3.80
TOTAL 105 100

TABLE NO. 4.1

FIG. 1

INTERPRETATION :

The above table and pie chart shows that the majority of my respondents are age group of 18-25 years
(81.9)%

27
Which model of Maruti Suzuki do you own?

CAR MODELS NO. OF RESPONSE PERCENTAGE (%)

SWIFT 26 24.7
SWIFT DZIRE 15 14.3
ERTIGA 9 8.5
WAGON R 0 0
BREEZA 23 22
OTHER 32 30.5
TOTAL 105 100

TABLE NO. 4.2

32
30.5

26
24.7
23 22

15 14.3

9 8.5

0 0

SWIFT SWIFT DZIRE ERTIGA WAGON R BREEZA OTHER

NO. OF RESPONSE PERCENTAGE (%)

FIG. 2
INTERPRETATION :
Most of my respondents are like to use other (30.5)% models cars of Maruti Suzuki rather than Swift, Swift
Dzire , Ertiga , Wagon R and Breeza.

28
 Why you give first preference to Maruti Suzuki while buying a car ?

REASON OF BUYING NO. OF RESPONSES PRECENTAGE(%)

QUALITY 20 19.04
GOOD FACILITY 12 11.43
DESIGN 9 8.57
LOOKS 9 8.57
MILEAGE 27 25.72
AFFORDABILITY 28 26.67
TOTAL 105 100

TABLE NO. 4.3

NO. OF RESPONSES PRECENTAGE

30

28
25 27

20
20
15

10 12
9 9
5
19.04% 11.43% 8.57% 8.57% 25.72% 26.67%
0
QUALITY GOOD FACILITY DESIGN LOOKS MILEAGE AFFORDABILITY

FIG. 3

INTERPRETITION:
Most of my respondents give first preference to Maruti Suzuki while buying a car for its affordability (26.6)%
and its mileage (25.6)% .

29
 Have you taken any test drive before purchasing the car ?

TAKEN TEST DRIVE NO. OF RESPONSES PERCENTAGE (%)

YES 66 62.85
NO 39 37.15
TOTAL 105 100

TABLE NO. 4.4

70

60

50

40

30

20

10

0
TAKEN TEST DRIVE NO. OF RESPONSES PERCENTAGE (%)

FIG. 4

INTERPRETATION:

Most of my respondents have taken test drive (62.85)% before purchasing the car of Maruti Suzuki.

30
In which variant would you like to purchase cars in Maruti Suzuki ?

VARIANTS NO. OF RESPONSES PERCENTAGE(%)

PETROL 70 66.67
CNG 29 27.62
EV 6 5.71
TOTAL 105 100

TABLE 4.5

70

29 6
EV 5.71%

CNG 27.62%

PETROL 66.67%

VARIANTS NO. OF RESPONSES PERCENTAGE(%)

FIG. 5

INTERPRETATION:

Most of my respondent likes to purchase petrol (66.6)% variant car for their purpose of Maruti Suzuki .

31
 Which variant cars is more preferred in Maruti Suzuki ?

VARIANTS NO. OF RESPONSE PERCENTAGE(%)

SMALL CARS 29 27.62
HATCHBAGS 40 38.09
SUV 36 34.29
TOTAL 105 100

TABLE NO. 6

36 34.29
40 38.09

40
29 27.62
30 SUV

20 HATCHBAGS

10
SMALL
CARS
0
VARIANTS NO. OF RESPONSE PERCENTAGE(%)

FIG. 6

INTERPRETATION :
Most of my respondents like to prefer hatchbags cars (38.09)% of Maruti Suzuki .

32
What is your next preferred brand you will choose after Maruti Suzuki ?

BRAND NAME NO. OF RESPONSES PERCENTAGE(%)

TATA 32 30.47
MAHINDRA 31 29.53
TOYOTA 21 20
HYUNDAI 12 11.42
OTHER 9 8.58
TOTAL 105 100

TABLE NO. 4.7

BRAND NAME NO. OF RESPONSES PERCENTAGE(%)

30.47 29.53
32 31

20
21
11.42
8.58
12
9
PERCENTAGE(%)

NO. OF RESPONSES
TATA MAHINDRA TOYOTA HYUNDAI OTHERS BRAND NAME

FIG. 7

INTERPRETATION :

Most of my respondent have preferred to buy Tata Motors (30.4)% cars after Maruti Suzuki cars.

33
Is spare parts for this brand is affordable ?

SPARE PARTS NO. OF RESPONSES PERCENTAGE(%)

AFFORDABILITY
YES 100 95.24
NO 5 4.76
TOTAL 105 100

TABLE NO. 4.8

95.24

100

4.76
NO

YES 5

SPARE PARTS AFFORDABILITY YES NO

FIG. 8

INTERPRETATION :

Most of my respondents are agreed that the spare parts of Maruti Suzuki are affordable (95.24)% .

34
How many star will you give to Maruti Suzuki in Safety standards ?

NO. OF STARS NO. OF RESPONSES PERCENTAGE (%)

1 11 10.47
2 13 12.39
3 38 36.19
4 25 23.80
5 18 17.15
TOTAL 105 100

TABLE NO. 4.9

NO. OF STARS NO. OF RESPONSES PERCENTAGE (%)

36.19
38

23.8
25
17.15
12.39 18
10.47
13
11

PERCENTAGE (%)

4 5 NO. OF RESPONSES
2 3
1
NO. OF STARS

FIG. 9

INTERPRETATION:

Most of my respondents (36.19)% are giving 3 stars for safety standards of Maruti Suzuki cars.

35
 Are you happy after driving Maruti Suzuki cars ?

OPTIONS NO. OF RESPONSES PERCENTAGE(%)

YES 95 90.48
NO 10 9.52
TOTAL 105 100

TABLE NO. 4.10

95 90.48

10 9.52
NO

YES

OPTIONS NO. OF RESPONSES PERCENTAGE(%)

FIG. 10

INTERPRETATION :

Majority of my respondent are happy (90.48)% after driving Maruti Suzuki cars.

36
 How long you are using Maruti Suzuki cars ?

NUMBER OF YEARS NO. OF RESPONSES PERCENTAGE(%)

1-5 YEARS 44 41.91
5-10 YEARS 38 36.19
MORE THAN 10 YEARS 14 13.33
LESS THAN 1 YEAR 9 8.57
TOTAL 105 100

TABLE NO. 4.11

NUMBER OF YEARS NO. OF RESPONSES PERCENTAGE(%)

41.91
36.19
44
38

13.33
8.57
14
9 PERCENTAGE(%)

NO. OF RESPONSES

1-5 5-10 More than 10 yrs Less than 1 yr

NUMBER OF YEARS

FIG. 11

INTERPRETATION :
Majority of my respondents are using Maruti Suzuki cars since 1-5 years (41.91)%.

37
How did you planned to pay for your car purchase ?

FINANCE FACILITY NO. OF RESPONSES PERCENTAGE(%)

CASH 66 62.86
LOAN FROM BANK 21 20
LOAN FROM FRIEND 4 3.80
OTHER 14 13.34
TOTAL 105 100

TABLE NO. 4.12

FINANCE FACILITY NO. OF RESPONSES PERCENTAGE(%)

62.86

66

20
13.34
21 3.8
14 PERCENTAGE(%)
4
NO. OF RESPONSES

CASH OTHERS FINANCE FACILITY

LOAN FROM BANK LOAN FROM FRIEND

FIG. 12

INTERPRETATION :

Majority of my respondents are planned to pay cash (62.86)% for purchase of car.

38
 What is the interest rate that was charged for your car loan ?

INTEREST RATE NO. OF RESPONSES PERCENTAGE (%)

1-5% P.A. 18 17.14
5-7% P.A. 14 13.33
8-10% P.A. 5 4.77
ABOVE 10% P.A. 3 2.86
NOT TAKEN LOAN FROM 65 61.90
ANYWHERE
TOTAL 105 100

TABLE NO. 4.13

INTEREST RATE NO. OF RESPONSES PERCENTAGE (%)

61.9
65

17.14
13.33
18
14 4.77 2.86
PERCENTAGE (%)
5 3
NO. OF RESPONSES
1-5% 5-7% 8-10% Above 10% No loan INTEREST RATE

FIG. 13

INTERPRETATION :

Most of my respondent have paid interest rate of 1-5 % p.a. (17.14)% for their car loan.

39
Would you like driving performance of Maruti Suzuki cars ?

OPTION NO. OF RESPONSES PERCENTAGE (%)

YES 95 90.47
NO 10 9.53
TOTAL 105 100

TABLE NO. 4.14

95 90.47

10 9.53
NO

YES

OPTION NO. OF RESPONSES PERCENTAGE (%)

FIG. 14

INTERPRETATION :

Majority of the respondents are happy with driving performance of Maruti Suzuki cars (90.47)%.

40
Are you happy with Maruti Suzuki car prices ?

REVIEW NO. OF RESPONSES PERCENTAGE (%)

VERY SATISFIED 29 27.61
SATISFIED 41 39.05
NEUTRAL 30 28.58
UNSATISFIED 2 1.90
VERY UNSATISFIED 3 2.86
TOTAL 105 100

TABLE NO. 4.15

REVIEW NO. OF RESPONSES PERCENTAGE (%)

39.05
41

27.61 28.58

29 30

1.9 2.86
PERCENTAGE (%)
2 3
NO. OF RESPONSES
Very satisfied Satisfied Neutral Unsatisfied REVIEW
Very unsatisifed

FIG. 15

INTERPRETATION :

Majority of my respondents are satisfied (39.05)% with the pricing of Maruti Suzuki cars.

41
Did you got insurance of your car from the dealership ?

OPTION NO. OF RESPONSES PERCENTAGE (%)

YES 79 75.24
NO 26 24.76
TOTAL 105 100

TABLE NO. 4.16

79 75.24
26 24.76

NO

YES

OPTION NO. OF RESPONSES PERCENTAGE (%)

FIG. 16

INTERPRETATION :

Majority of my respondents got their insurance from dealership of their cars (75.24)%.

42
Which transmission car you are using ?

TRANSMISSION NO. OF RESPONSES PERCENTAGE (%)

TYPE
MANUAL 82 78.09
AUTOMATIC 23 21.91
TOTAL 105 100

TABLE NO. 4.17

82 78.09
23 21.91

AUTOMATIC

MANUAL

TRANSMISSION TYPE NO. OF RESPONSES PERCENTAGE (%)

FIG. 17

INTERPRETATION :
Majority of my respondents are like to use manual transmission (78.09) % of Maruti Suzuki cars .

43
Are you satisfied with car mileage ?

ARE YOU SATISFIED NO. OF RESPONSES PERCENTAGE(%)

WITH MILEAGE
YES 94 89.53
NO 11 10.47
TOTAL 105 100

TABLE NO. 4.18

89.53

94

10.47

11

ARE YOU SATISFIED WITH YES NO

MILEAGE

FIG. 18

INTERPRETATION :
Majority of my respondents are happy and satisfied with the mileage of Maruti Suzuki cars (89.53)%.

44
 Are you satisfied with car pricing ?

REVIEW NO. OF RESPONSES PERCENTAGE (%)

VERY SATISFIED 30 28.57
SATISFIED 47 44.77
NEUTRAL 25 23.80
UNSATISFIED 1 0.95
VERY UNSATISFIED 2 1.91
TOTAL 105 100

TABLE NO. 4.19

REVIEW NO. OF RESPONSES PERCENTAGE (%)

44.77
47

28.57
30 23.8
25

0.95 1.91
PERCENTAGE (%)
1 2
NO. OF RESPONSES
Very satisfied Satisfied Neutral Unsatisfied Very unsatisfied REVIEW

FIG. 19

INTERPRETATION :
Majority of my respondents are satisfied with the pricing of the car of Maruti Suzuki (44.77)%.

45
Would you like to prefer others to buy Maruti Suzuki cars ?

OPTION NO. OF RESPONSES PERCENTAGE (%)

YES 89 84.76
NO 16 15.24
TOTAL 105 100

TABLE NO. 4.20

89 84.76

16 15.24
NO

YES

OPTION NO. OF RESPONSES PERCENTAGE (%)

FIG. 20

INTERPRETATION :

Majority of my respondents are like to prefer Maruti Suzuki cars for other also (84.76)%.

46
CHAPTER – 5

CONCLUSION

47
CONCLUSION :
In conclusion, this study of customer satisfaction towards Maruti Suzuki cars and sought to
understand the underlying factors that contribute to customer experiences. Through a
comprehensive analysis of customer feedback, survey responses, and market research, several
key findings have been revealed, shedding light on the overall satisfaction levels and areas of
improvement for Maruti Suzuki. The study demonstrated that Maruti Suzuki enjoys a
commendable level of customer satisfaction, with a significant majority of customers expressing
positive sentiments towards the brand and its cars. One of the primary reasons cited by customers
for their satisfaction was the brand's strong reputation for reliability. Maruti Suzuki has built a
solid foundation of trust and dependability over the years, and customers appreciate the peace of
mind that comes with owning a car known for its durability and longevity. Another significant
aspect of customer satisfaction identified in the study is Maruti Suzuki's commitment to fuel
efficiency. Customers consistently praised the brand for producing cars that deliver excellent
mileage, reducing their overall running costs and environmental impact. The emphasis on fuel
efficiency has resonated with customers who prioritize economical and sustainable driving
experiences. Furthermore, the study highlighted that Maruti Suzuki's cars are perceived as
offering excellent value for money. Customers appreciate the affordability of the vehicles without
compromising on quality or performance. This competitive pricing strategy has enabled Maruti
Suzuki to capture a significant market share and appeal to a wide range of customers, including
first-time car buyers and budget-conscious consumers. Furthermore, the study indicated that
customers value personalized and tailored experiences. While Maruti Suzuki has excelled in
providing reliable cars and excellent after-sales service, there is room to further personalize
interactions with customers. Customized offerings, personalized communication, and a deeper
understanding of individual customer needs would help Maruti Suzuki strengthen its bond with
customers and create a more engaging ownership experience.
In conclusion, Maruti Suzuki has garnered a high level of customer satisfaction through its
commitment to reliability, fuel efficiency, affordability, and excellent after-sales services. By
addressing the identified areas of improvement, such as component quality, service delays, and
personalization, Maruti Suzuki can further elevate customer satisfaction levels and solidify its
position as a market leader. With a focus on continuous innovation, customer-centricity, and
maintaining its reputation for reliability, Maruti Suzuki is well-positioned to thrive in the
competitive automotive industry and cultivate lasting relationships with its customers.

48
LIST OF TABLES

TABLE NO. CONTENT PAGE NO.

4.1 Table shows the Age group of the respondents 27

4.2 Table shows that which model of cars owned by the respondents 28

4.3 Table shows that why they give first preference to Maruti Suzuki while 29
buying cars
4.4 Table shows that any test drive taken before purchasing cars by 30
respondents.
4.5 Table shows that which variant like to purchase by the respondents 31

4.6 Table shows that the respondents which variant is most preferred by them 32

4.7 Table shows that which is next car brand preferred after Maruti Suzuki 33
by the respondents
4.8 Table shows that the spare part is affordable of this brand 34

4.9 Table shows that stars given to Maruti Suzuki in safety standards by 35
respondents
4.10 Table shows that are respondents happy after driving Maruti Suzuki cars 36

4.11 Table shows that how long respondents are using Maruti Suzuki cars 37

4.12 Table shows that how did respondents plan to pay for car purchase 38

4.13 Table shows that interest rate charged for car loan 39

4.14 Table shows that driving performance experienced by respondents of 40

Maruti Suzuki cars
4.15 Table shows that the respondents are satisfied with the car pricing 41
4.16 Table shows that respondents get their car insurance from dealership 42

4.17 Table shows that respondents using which type of transmission 43

4.18 Table shows that the satisfaction of car mileage by the respondents 44

4.19 Table shows that the satisfaction of car pricing by the respondents 45

4.20 Table shows that the respondents to prefer others also to buy Maruti 46
Suzuki cars

49
 LIST OF FIGURES

FIGURE NO. CONTENT PAGE NO.

1 Figure is representing the age group of the respondents 27

2 Figure is representing the models which owned by the respondents 28

3 Figure is representing that why respondents giving first preference to 29

Maruti Suzuki while buying car
4 Figure is representing that respondents taken test drive before buying car 30

5 Figure is representing which variant is like to purchase by respondents of 31

Maruti Suzuki cars
6 Figure is representing that which variants are more preferred of Maruti 32
Suzuki
7 Figure is representing that which is next preferred car brand that 33
respondents choose after Maruti Suzuki
8 Figure is representing that affordability of spare parts of Maruti Suzuki 34

9 Figure is representing that stars given for safety standard for Maruti 35
Suzuki cars
10 Figure is representing that review of respondents after driving Maruti 36
Suzuki cars
11 Figure is representing that how long respondents using Maruti Suzuki cars 37

12 Figure is representing that mode of payment of car purchase 38

13 Figure is representing that interest rate charged for their car loan 39

14 Figure is representing the driving performance of Maruti Suzuki cars 40

15 Figure is representing the review of respondents for pricing of Maruti 41

Suzuki cars
16 Figure is representing the insurance based query of respondents 42

17 Figure is representing which transmission is used by the respondents 43

18 Figure is representing the satisfaction of car mileage by the respondents 44

19 Figure is representing the car pricing satisfaction by the respondents 45

20 Figure is representing the respondents to prefer others also to buy Maruti 46

Suzuki cars

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 APPENDIX

Questionnaire

Survey – A study on customer satisfaction towards Maruti Suzuki cars

Dear Respondent,
I am Harsh Tyagi pursuing BBA (CAM) from Chanderprabhu Jain College of Higher Studies & School of
Law. As a part of my curriculum I am undergoing a minor project, title “A study on consumer satisfaction
towards Maruti Suzuki cars”
It’s a kindly request you to spare your valuable time to fill the following data which is strictly for academic
purpose and highly confidential. Fair response is highly solicited.

Name

Email

Age
o 18-25 years
o 26-30 years
o 31-35 years
o 36-40 years
o Above 40 years

Which model of Maruti Suzuki do you own ?

o Swift
o Swift Dzire
o Ertiga
o Wagon R
o Breeza
o Other

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Why you give first preference to Maruti Suzuki while buying a car ?
o Quality
o Good facility
o Design
o Looks
o Mileage
o Affordability

Have you taken any test drive before purchasing the car ?
o Yes
o No

In which variant would you like to purchase cars in Maruti Suzuki ?

o Petrol
o Cng
o Ev

Which variant cars is more preferred in Maruti Suzuki ?

o Small cars
o Hatchbags
o Suv

What is your next preferred brand you will choose after Maruti Suzuki ?
o Tata
o Mahindra
o Toyota
o Hyundai
o Other

Is spare parts for this brand is affordable ?

o Yes
o No

How many star will you give to Maruti Suzuki in safety standards ?
o 1
o 2
o 3

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o 4
o 5

Are you happy after driving Maruti Suzuki cars ?

o Yes
o No

How long you are using Maruti Suzuki cars ?

o 1-5 years
o 5-10 years
o More than 10 years
o Less than 1 year

Are you satisfied with Maruti Suzuki cars ?

o Yes
o No

How did you planned to pay for your car purchase ?

o Cash
o Loan from bank
o Loan from friend or family member
o Other

What is the interest rate that was charged for your car loan?
o 1-5% p.a.
o 5-7% p.a.
o 8-10% p.a.
o Above 10% p.a.
o Not taken loan from anywhere

Would you like driving performance of Maruti Suzuki cars ?

o Yes
o No

Are you happy with Maruti Suzuki car prices ?

o Very satisfied
o Satisfied

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o Neutral
o Unsatisfied
o Very unsatisfied

Did you got insurance of your car from the dealership ?

o Yes
o No

Which transmission car you are using ?

o Manual
o Automatic

Are you satisfied with car mileage ?

o Yes
o No

Are you satisfied with car pricing ?

o Very satisfied
o Satisfied
o Neutral
o Unsatisfied
o Very unsatisfied

Would you like to prefer others to buy Maruti Suzuki cars ?

o Yes
o No

54
 REFERENCE

Books / Magazines referred:

 Vavra, T.G. (1997) improve the measurement of customer satisfaction in an organization.

 Willard Hom (2000) presents two broadly classified customer satisfaction models viz.
 Peyton, R.M. (2003) review of the literature on various Customer Satisfaction and Dissatisfaction
theories proposed.
 Phule Mohan,(2012) Exploring Marketing strategies and customer satisfaction in automobile industry.
 Suganya R, (Jan 2012) highlights the effect of brand equity on consumer purchasing behavior on car.
 Rana and Lokhande (2013) showed that in March 2008 Maruti Suzuki’s sales were Rs.21221 crore.
 Singh and Srivatava (2013) showed various factors affecting customer satisfaction towards Maruti Suzuki.
 Ranjith and Snekalatha (2013) focused on the customer’s brand loyalty and satisfaction towards Maruti car.
 Parthian and Rajendran (2014) understand the mind of customers whether they was eager and satisfied to
handle.
 Srivastava Anubha (2014) company and technical analysis to find relationship between automobile
sector.
 Akhila and Thayyullathi (2015) study on customer satisfaction toward Maruti Suzuki.
 Jothi, K. & Geethalakshmi, A. (2016) evaluate the profitability & financial position of selected companies
of Indian automobile industry.
 Kumar Mohan M.S, Vasu. V. and Narayana T. (2016) reveals there is a positive correlation
between liquidity and profitability ratios.
 Suganthi and Renuka (2016) focused on data collected through convenience sampling.
 Praveenkumar (2020) examine the factors that influence the choice of a particular car brand by the owners.

Websites referred:

 www.researchpublish.com
 www.slideshare.com
 www.marutisuzuki.com

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