A STUDY ON CAR REPAIR AND SERVICES IN MARUTI SERVICE

MASTERS (MSM)

INTRODUCTION

Car repair and servicing are vital aspects of maintaining vehicle performance, safety, and
longevity. Whether it's routine maintenance or addressing unexpected issues, ensuring your car
receives proper care is essential for its overall health and your peace of mind on the road.

Routine maintenance plays a significant role in preventing major issues down the line. Regular
oil changes, fluid checks, tire rotations, and brake inspections are fundamental to keeping your
car running smoothly. These services not only help to maintain optimal performance but also
extend the lifespan of critical components, saving you money in the long run by avoiding costly
repairs.

Additionally, staying up-to-date with manufacturer-recommended service intervals is crucial.

Following these guidelines ensures that your vehicle receives the specific attention it needs at the
right times, based on factors such as mileage, age, and driving conditions. Ignoring these
recommendations can lead to accelerated wear and tear, decreased fuel efficiency, and even
safety hazards.

Inevitably, despite preventive measures, cars may encounter issues that require repair. From
engine troubles to electrical malfunctions, addressing these problems promptly is essential to
prevent further damage and ensure your safety on the road. Finding a reputable auto repair shop
or mechanic is key to receiving quality service and trustworthy advice.

When selecting a repair facility, consider factors such as certifications, experience, and customer
reviews. ASE (Automotive Service Excellence) certification is a common benchmark indicating
technicians' competence and expertise. Moreover, a shop's reputation for honesty, transparency,
and fair pricing is paramount in establishing trust and confidence in their services.

Effective communication with your mechanic is crucial for a satisfactory repair experience.
Clearly articulating symptoms or concerns enables technicians to diagnose issues accurately and
efficiently. Furthermore, don't hesitate to ask questions about the repair process, including the
necessity of specific repairs, estimated costs, and potential alternatives. A reputable mechanic
will prioritize transparency and provide detailed explanations to empower you to make informed
decisions about your vehicle's care.

In recent years, technological advancements have transformed the automotive repair industry.
Diagnostic tools, such as OBD-II scanners and computerized systems, facilitate more precise and
efficient troubleshooting. Additionally, innovations in materials and manufacturing techniques
have led to more durable and reliable car components, reducing the frequency of repairs and
enhancing overall vehicle longevity.

Furthermore, the rise of electric and hybrid vehicles has introduced new complexities and
considerations for repair and servicing. Specialized training and equipment are often required to
address these vehicles' unique components and systems, highlighting the importance of choosing
a repair facility with expertise in alternative powertrains.

Routine maintenance tasks such as oil changes, tire rotations, and brake inspections are
fundamental to preserving the health of a vehicle. These services help prevent premature wear
and tear on crucial components, ensuring that the car operates efficiently and reliably.
Additionally, routine maintenance allows mechanics to identify potential problems early on,
preventing more significant issues down the road.

In addition to routine maintenance, car repair services are necessary for addressing mechanical
problems that arise over time. From engine issues to electrical malfunctions, experienced
mechanics diagnose and repair a wide range of problems to restore the vehicle to optimal
condition. Whether it's replacing worn-out parts or troubleshooting complex systems, skilled
technicians employ their expertise and specialized tools to get the job done effectively.

Moreover, regular servicing and repairs not only enhance the performance of the vehicle but also
contribute to safety on the road. Well-maintained brakes, properly inflated tires, and a finely
tuned engine are all critical factors in ensuring the safety of both the driver and passengers. By
staying on top of maintenance schedules and promptly addressing any issues that arise, drivers
can minimize the risk of accidents and breakdowns, providing peace of mind during their travels.
Beyond performance and safety, car repair and servicing also have financial benefits. Addressing
minor issues promptly can prevent them from escalating into costly repairs later on. Furthermore,
a well-maintained vehicle retains its value better over time, making it a more attractive option for
resale or trade-in.

In conclusion, car repair and servicing are essential aspects of vehicle ownership. From routine
maintenance to complex repairs, these services keep cars running smoothly, safely, and
efficiently. By investing in regular servicing and addressing issues promptly, drivers can enjoy
the longevity, performance, and reliability of their vehicles for years to come. By prioritizing
routine maintenance, selecting a reputable repair facility, and staying informed about your
vehicle's needs, you can minimize the risk of unexpected breakdowns and enjoy a smoother,
more reliable driving experience.
 COMPANY PROFILE

Maruti Suzuki India Limited (MSIL), a subsidiary of Suzuki Motor Corporation, Japan, is India’s
largest passenger car maker. Maruti Suzuki is credited with having ushered in the automobile
revolution in the country. The Company is engaged in the business of manufacturing and sale of
passenger vehicles in India. Making a small beginning with the iconic Maruti 800 car, Maruti
Suzuki today has a vast portfolio of 16 car models with over 150 variants. Maruti Suzuki’s
product range extends from entry level small cars like Alto 800, Alto K10 to the luxury sedan
Ciaz. Other activities include facilitation of pre-owned car sales fleet management, car financing.
The Company has manufacturing facilities in Gurgaon and Manesar in Haryana and a state of the
art R&D centre in Rohtak, Haryana.

Maruti Service Masters (MSM) is a joint venture of Maruti Suzuki India Limited; Sumitomo
Corporation. The joint venture between companies from 2 leading business groups had been
envisaged to leverage the strengths, knowledge base and resources of each strategic partner to
the maximum advantage of the joint venture company.

Maruti Service Masters set up model automobile workshops, having superior technology,
systems and processes, in order to satisfy customer needs to a greater level and also act as a
model to other players.

Maruti Service Masters provide the complete range of services to the Maruti customer over the
entire product life cycle, thereby becoming a single window for all customer needs, to become a
platform for introduction of various new initiatives of the shareholders in the automotive retail
sector.

The Company, formerly known as Maruti Udyog Limited, was incorporated as a joint venture
between the Government of India and Suzuki Motor Corporation, Japan in February, 1981.
Presently, Suzuki Motor Corporation owns equity of 56.2%. The Company’s shares are traded on
the National Stock Exchange (NSE) and the Bombay Stock Exchange (BSE).

Maruti Suzuki is a leading automobile manufacturer based in India, renowned for its wide range
of vehicles catering to diverse segments of the automotive market. Established in 1981 as
collaboration between the Indian government and Suzuki Motor Corporation of Japan, Maruti
Suzuki has since grown to become the largest carmaker in India, with a significant presence in
both domestic and international markets.

The company's success story is deeply intertwined with India's journey towards economic
liberalization and industrialization. Maruti Suzuki played a pivotal role in democratizing car
ownership in India by introducing affordable and reliable vehicles that catered to the needs of a
burgeoning middle class. Its iconic models such as the Maruti 800, Alto, Swift, and Baleno have
enjoyed immense popularity among Indian consumers, symbolizing reliability, fuel efficiency,
and value for money.

Maruti Suzuki's manufacturing process is reflected in its state-of-the-art production facilities,

spread across various locations in India. These facilities adhere to global quality standards and
leverage advanced technology to ensure efficiency and consistency in manufacturing processes.
Additionally, the company has made significant investments in research and development,
focusing on innovation and sustainability to address evolving consumer preferences and
regulatory requirements.

With a robust distribution network comprising dealerships and service centers across the country,
Maruti Suzuki has established a strong presence in both urban and rural markets, making its
vehicles accessible to a wide spectrum of customers. Furthermore, the company has ventured
into new avenues such as electric vehicles and alternate mobility solutions, demonstrating its
commitment to embracing emerging trends and technologies.

Maruti Suzuki's commitment to excellence, coupled with its customer-centric approach, has
earned it a trusted reputation in the automotive industry. As it continues to evolve and expand its
product portfolio, the company remains dedicated to driving innovation, fostering sustainable
practices, and enriching the lives of millions of customers through its vehicles and services.
 INDUSTRY PROFILE

Maruti Service Masters is likely a service center or workshop associated with Maruti Suzuki, a
prominent automobile manufacturer in India. Maruti Suzuki is known for its wide range of
vehicles, including compact cars, sedans, SUVs, and hatchbacks. Maruti Service Masters would
presumably specialize in servicing and repairing Maruti Suzuki vehicles, offering maintenance,
repairs, and other related services.

Service centers like Maruti Service Masters are typically authorized by the manufacturer to
provide warranty services, genuine spare parts, and expert technical assistance. These service
centers often employ trained technicians who are familiar with Maruti Suzuki vehicles and
equipped with the necessary tools and diagnostic equipment to address various automotive
issues.

Customers often rely on authorized service centers like Maruti Service Masters to maintain the
performance, safety, and longevity of their vehicles. Additionally, these centers may offer
routine maintenance services such as oil changes, brake inspections, tire rotations, and more
extensive repairs like engine or transmission overhauls.

It's essential for vehicle owners to regularly service their cars to ensure optimal performance and
safety, and authorized service centers like Maruti Service Masters can play a crucial role in this
process by providing reliable and efficient maintenance and repair services.

Overview:

Maruti Service Masters is a subsidiary of Maruti Suzuki India Limited, dedicated to providing
comprehensive after-sales services for Maruti Suzuki vehicles. Established with the aim of
delivering exceptional maintenance and repair solutions, Maruti Service Masters operates a
network of service centers across India, ensuring customers receive prompt, reliable, and quality
service for their vehicles.

Mission:

Our mission at Maruti Service Masters is to exceed customer expectations by delivering world-
class after-sales services that ensure the longevity, performance, and safety of Maruti Suzuki
vehicles. We strive to create a hassle-free and rewarding service experience for every customer,
thereby enhancing their satisfaction and loyalty towards the Maruti Suzuki brand.

Vision:

Our vision for Maruti Service Masters is to be the leading provider of automotive service
excellence, setting the benchmark for customer satisfaction and technical expertise in the
industry. We strive to consistently deliver superior quality service, innovative solutions, and a
seamless experience to every customer, ensuring their vehicles receive the best care and
maintenance for optimal performance and safety. Our vision is to build lasting relationships with
our customers based on trust, reliability, and a commitment to exceeding expectations in every
interaction.

Services:

Maruti Service Masters offers a wide range of services to cater to the diverse needs of Maruti
Suzuki vehicle owners, including:

1. Regular Maintenance: Scheduled maintenance services to keep vehicles in optimal

condition, including oil changes, filter replacements, and fluid checks.

2. General Repairs: Diagnosis and repair of mechanical, electrical, and electronic issues,
ensuring vehicles operate smoothly and efficiently.

3. Body Repairs: Restoration of vehicle body damage, including dent removal, painting, and
panel replacement, to restore the vehicle's aesthetics and structural integrity.

4 .Genuine Parts: Installation of genuine Maruti Suzuki parts and accessories, guaranteeing
quality, reliability, and compatibility with vehicles.

5. Warranty Services: Handling of warranty claims and repairs, ensuring compliance with
Maruti Suzuki's warranty terms and conditions.

6. Customer Assistance: Prompt and courteous customer support to address inquiries, provide
guidance, and resolve concerns related to vehicle servicing.
Quality Assurance:

Maruti Service Masters adheres to stringent quality standards and best practices established by
Maruti Suzuki, employing skilled technicians equipped with advanced diagnostic equipment and
tools. Our commitment to quality extends to the use of genuine parts, ensuring the authenticity
and performance of components installed during servicing and repairs.

Customer Focus:

At Maruti Service Masters, customer satisfaction is paramount. We prioritize transparency,

reliability, and convenience in every interaction with our customers, striving to build long-term
relationships based on trust and mutual respect. Our service centers are designed to provide a
comfortable and welcoming environment, where customers can relax while their vehicles are
serviced by our proficient team.

Technology Integration:

To enhance service efficiency and effectiveness, Maruti Service Masters leverages technology
solutions such as digital service records, online appointment booking, and real-time service
updates. These initiatives streamline service operations, minimize wait times, and empower
customers with convenient access to information about their vehicles' maintenance history and
status.

Community Engagement:

Beyond providing exceptional service, Maruti Service Masters actively engages with local
communities through initiatives focused on road safety awareness, skill development, and
environmental conservation. We believe in contributing positively to the communities we serve,
aligning with Maruti Suzuki's commitment to corporate social responsibility.
 OBJECTIVE OF THE STUDY

The primary and specific objective of the present research are as follows:

 To study the democratic profile of the customer in Maruti Service Masters.

 To evaluate customer satisfaction levels with Maruti Service Masters.
 To assess the quality and timeliness of car repairs conducted by the service center.
 To analyze the efficiency of service processes and staff performance.
 To study the awareness of the car repair and services from the customer.
 To Identify areas of improvement for enhancing customer experience.
 NEED OF THE STUDY

 To investigate the range of services provided by Maruti Service Masters, including

routine maintenance, repairs, and specialized services.
 To evaluate customer satisfaction levels through surveys, reviews, and feedback
mechanisms.
 To analyze the efficiency of service processes, including appointment scheduling, vehicle
diagnostics, spare parts availability, and turnaround times.
 To analyze Maruti Service Masters' market positioning compared to competitors in terms
of service quality, pricing, and geographical coverage.
 To tailoring services to meet specific customer needs can enhance customer retention and
loyalty.
 SCOPE OF THE STUDY
The scope of this particular research is based on the perception of the relevant customers of
Maruti Service Masters:

 Analysis of customer satisfaction levels regarding service quality, timeliness, and overall
experience at Maruti Service Masters.
 Evaluation of the technical expertise and competency of service technicians in diagnosing
and resolving vehicle issues.
 Assessment of the infrastructure and facilities available at Maruti Service Masters, such
as workshop equipment, spare parts availability, and customer amenities.
 Investigation into service pricing policies, including labor charges, spare parts costs, and
transparency in billing practices.
 QUESIONNAIRE

THE QUESTIONNAIRE THAT ARE CREATED BASED ON THE OBJECTIVES

1. To study the democratic profile of the customer in Maruti Service Masters.

 Age
 Gender
 Occupation
 Educational Background
 Monthly Income

2.