Report on Suzuki

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Report On Suzuki
Human Resource Management (জাতীয় বিশ্ববিদ্যালয়)
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Project Report Submitted to

SAVITRIBAI PHULE PUNE UNIVERSITY, PUNE
Under the faculty of Commerce
For the Award of

MASTER OF COMMERCE (M.COM) DEGREE
Project Title
“An Analytical Study Of Skylink Autoworld
Pvt. Ltd. With Reference Of Malegaon City”
Submitted by
Mr. Krishna Haribhau Magar
(M.Com part II)
PROJECT GUIDE
Dr. R. B. Dhande
Associate Professor
Department of Commerce
M.S.G College
M.S.G COLLEGE, MALEGAON

Academic Year: 2016-2017

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CERTIFICATE
This is to certify that Mr. Magar Krishna Haribhau, a student of

final year M.Com, has prepared project report entitled, An
“Analytical Study Of Skylink Autoworld Pvt. Ltd.” With
Reference of Malegaon City, Malegaon.
As a partial fulfillment of Master of Commerce Degree of
Savitribai Phule Pune university, Pune under the Faculty of
Commerce for the academic year 2016-2017.
Project Guide Principal

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GUIDE CERTIFICATE
This is certified that the project report entitled

“An Analytical Study Of Skylink Autoworld Pvt. Ltd.” With
reference to Malegaon.
Prepared by Mr.Krishna Haribhau Magar, is an original work of
the student, he has prepared this project report under my guidance the
student has not submitted this project to any other university for the
award of any degree.
Guide Signature
(Dr. R. B. Dhande)

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DECLARATION
I hereby declare that the project entitled “An Analytical Study Of

Skylink Autoworld Pvt. Ltd., with reference to Malegaon has been
prepared by me during year 2016-2017 under the guidance of
Dr. R. B. Dhande, Associate Professor of Commerce M.S.G
College,Malegaon Camp.
I also declare that this project report has not been submitted by me
to any other university and any institute for the award or any degree.
Place: Malegaon
Date: Sign of Student

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ACKNOWLEDGEMENT
While preparing this project report entitled ―An Analytical Study

Of Skylink Autoworld Pvt. Ltd.‖, got the co-operation and guidance of
various persons, teachers and experts. It is my duty to express vote of
thanks towards them.
First I express my sincere thanks to my guide Dr. R. B. Dhande
(Associate Professor) who has guided me time to time and co-operate
me for the preparing this project report.
Secondly I express my sincere thanks to Dr. D. V. Thakor (Vice-
Principal) Head of the Commerce Department who has guided me time
to time and co-operate me for the preparing this project report.
I also express my sincere thanks to the principal of M.S.G College

Dr. Y.T. Pawar sir who has co-operated me throughout the year.
Thanks to all my friends and respected persons who helped me to

prepare a project report, Thanks to Mr. Pravin Ahirrao(Sales Manager)
of Skylink Autoworld Pvt. Ltd., Malegaon.
It would not have been possible without your help.
Place: Malegaon
Date: Signature

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INDEX
CHAPTER PARTICULARS PAGE
NO. NO.
1 EXECUTIVE SUMMARY
2 INTRODUCTION
 INFORMATION ABOUT MALEGAON
 HISTORY
 INDUSTRY & ECONOMY
 SPECIAL FEATURES
3 PROFILE OF THE INDUSTRY

 SUZUKI MOTORCYCLE GLOBAL HISTORY
 SUZUKI MOTORCYCLE INDIAN HISTORY
 PRODUCTS OF SUZUKI MOTORCYCLE
 MISSION OF SUZUKI
 PRODUCT PROFILE
4 ORGANIZATIONAL STRUCTURE OF THE COMPANY

 INTRODUCTION
 BOARD OF DIRECTOR
 STAFF MEMBERS
 SALES STRATEGY
 CUSTOMER RELATIONSHIP
5 RESEARCH METHODOLOGY
 RESEARCH OF THE STUDY
 HYPOTHESIS
 SOURCE OF DATA
 PRIMARY DATA
 SECONDARY DATA
 RESEARCH TOOLS
 SCOPE OF THE STUDY
 OBJECTIVES OF THE STUDY
 SAMPLE DESIGN
 SAMPLING PLAN
 SAMPLE SIZE
 SAMPLING METHOD
6 DATA ANALYSIS AND INTERPRETATION

 DATA ANALYSIS
 FINDINGS
 LIMITATIONS
 CONCLUSION
 BIBLIOGRAPHY

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EXECUTIVE
SUMMARY

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Satisfaction is a person‘s feeling of pleasure or disappointment resulting

from a comparing perceived performance in relation to his or her
expectation. If the performance falls short of expectation, the consumer
is dissatisfied. If the performance matches the expectations, the
consumer is satisfied. If the performance exceeds expectation, the
customer is highly satisfied or delighted.
The study widely concentrates on the level of satisfaction amongst

customers for which I did Research to check the satisfaction level
amongst the customers of Suzuki Gixxer & Access 125. This research
was conducted in the Malegaon city. This research was done during the
months of March-April. Hence the data displayed has been collected
during the before mentioned period.
To meet the research objectives, following activities have been

performed.
 An extensive search of relevant literature from news articles,

internet, books. This step guided the development of the methods
and instruments for collecting data.
 Designing the questionnaire.

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 Survey has been carried away by, one-on-one interviews. The

Survey included open-ended questions, and multiple- choice
question.
 To know the image of product in the mind of consumer.
 To compare the level of satisfaction before purchasing and after
purchasing the Scooter.
 To find out where people want to see the promotion schemes
 To find out suitable location preferred by consumer
 To know the most popular media for advertisement
 To check the loyalty of the consumer towards the Suzuki brand
 To know the most motivating factor for purchasing the bike
 To know the preferable price from the customer
 During this research it was found that Suzuki‘s launched Access
125 has increased its market share by attracting new customers and
helped to retain its old customers.
Suzuki Motorcycle India Private Limited (SMIPL), subsidiary of

the Japanese auto giant Suzuki Motor Corporation, has recorded a
strong growth rate of 74% in sales figure in the month of March
2017 as compared to March 2016. In March 2017, the company
registered a sale of 36,029 units as opposed to 20,673 units in the
corresponding period last year. Suzuki has maintained an
advancement in its momentum of wholesome sales over the last

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couple of years. This increase of sales is attributed to the

tremendous response from the new product ACCESS 125.
Suzuki would have to constantly innovate and come up with new
products to maintain its dominance in the segment.

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INTRODUCTION

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INFORMATION ABOUT MALEGAON
Malegaon is a Town in Malegaon Taluka in Nashik District of

Maharashtra State, India. It belongs to Khandesh and Northern
Maharashtra region . It belongs to Nashik Division . It is located 120
KM towards East from District head quarters Nashik. It is a Taluka head
quarter.
Malegaon Pin code is 423203 and postal head office is Malegaon .
Malegaon is surrounded by Nandgaon Taluka towards South , Deola

Taluka towards west , Baglan Taluka towards west , Dhule Taluka
towards North .
Malegaon , Talode , Satana , Manmad are the nearby Cities to

Malegaon.
HISTORY
Malegaon is located on the Mumbai-Agra national highway (N.H.03) at
the confluence of the Mausam and Girna rivers. Situated on the road
linking Mumbai and Agra — now National Highway No 3 — it used to
be a small junction known as Maliwadi (hamlet of gardens). It quickly
gained the reputation for being a source of employment in 1740 when a
local jahagirdar, Naro Shankar Raje Bahadur, started building a fort in
the area. As the fort took 25 years, a sizeable number of Muslim workers
and artisans from places like Surat and northern India settled in the area.
After the British capture of the Malegaon fort in 1818, Muslims from
Hyderabad migrated to the region. The 1857 revolt saw many Muslims
from the north locate themselves here, and the pattern kept repeating
itself over the years. Malegaon, with its growing Muslim presence,
became something of a shelter and a source of employment for the
community whenever it faced reversals. If famine in 1862 forced
Muslim weavers in the Varanasi area to move to Malegaon, the political

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upheavals in the Hyderabad of the late 1940s and 1950s saw a similar
exodus to the town. Communal riots, specially from the 1960s onward,
have also undoubtedly contributed to swelling the number of Muslim
migrants to Malegaon.
INDUSRTY AND ECONOMY
Malegaon is major hub for cloth weaving using early twentieth century
power looms. The era of power looms in Malegaon emerged after 1935.
Malegaon was a traditional handloom-weaving centre in Maharashtra.
Most of the preparatory work before weaving like starching the yarn,
transferring it over the tubes, preparing tanabana was done by the
women. Even after power looms were introduced, women continued to
help their menfolk in the weaving procedure.
With the introduction of power looms, the cloth industry in Malegaon
flourished due to increased productivity. Many people bought power
looms and very few were left with handlooms.It has an estimated 3 lakh
power looms producing about 1 crore (10 million) meters of cloth every
day. It attracts workers from various part of India, majority of migrants
from U.P., Khandesh and Deccan, due to lower cost of living and
Muslim dominance.
Malegaon of late has been diversifying and new industries are rapidly
expanding. PVC pipe manufacturing is one such industry. Malegaon is
soon becoming a regional centre for PVC pipes.
In recent times,The power loom industry is going through difficult phase
due to various factors like fluctuating government policies, frequent
electricity outage, lack of political will, middleman at every stage and
reluctance to migrate to advanced machines.[4] Though it is still a major
source of employment, most of workers struggle to make a living. As a
result, the city has observed a change in migration pattern wherein the
worker prefer to move to Metros compared to Malegaon for better and
stable job opportunities.

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SPECIAL FEATURES
Malegaon as a city lacks basic infrastructure for collecting and disposing

of solid waste without adequate underground sewage system. The city
ranks 13th in generating MSW in the country and has the distinction of
accommodating Asia‘s biggest plastic recycling industry, which is in
need of consolidation.Municipal Commissioner, talks about the
Malegaon Municipal Corporation (MMC) MSW and city sanitation
plans.

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Profile Of the
Industry

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SUZUKI MOTORCYCLES GLOBAL HISTORY
In 1909 Michio Suzuki founds the Suzuki Loom Company in

Hamamatsu, Japan. He builds industrial looms for the thriving Japanese
silk industry. 1937 To diversify activities, the company experiments
with several interesting small car prototypes, but none go into
production because the Japanese government declares civilian
automobiles ―non-essential commodities‖ at the onset of WWII.
In 1952 when due to financial problems Suzuki ventured into developing

clip on engines to bicycle frames. The first model was called the Power
Free (36cc) and the follow-up model was the Diamond Free (60cc).
Suzuki produced its first motorcycle in 1954 called the Colleda (90cc).
Suzuki built small capacity bikes during the 50s and 60s and had only
small export success until the introduction of the X6 (T20 super six),
which gave Suzuki much name credibility. In 1962Using MZ‘s
technology, Suzuki wins the newly created 50cc class in the World
Championship.
The company will win the class every year until ‘67, and win the 125cc
class twice in that period, too. With a well-established name Suzuki
dared enter the big bike market and in 1967 Suzuki introduced T500.
Which was known as the Titan in America and the Cobra in England?

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The name changed over the years to GT500 due to many improvements
but it was purely the sharp price and good reliability, which kept the GT
in production until 1977.
SUZUKI MOTORCYCLES INDIAN HISTORY
Suzuki Motorcycle India Pvt., Ltd. engages in manufacturing two

wheelers. The company‘s products include motorcycles and scooters. It
offers its products through a network of dealers. The company was
incorporated in 1997 and is based in Gurgaon, India. Suzuki Motorcycle
India Pvt., Ltd. operates as the subsidiary of Suzuki Motor Corp.
Suzuki Motor Corporation (SMC), a global giant of motorcycle

manufacturing is headquartered in Japan. It holds major stake in its
Indian subsidiary, Suzuki Motorcycle India Private Limited (SMIL).
SMIL was set up after Suzuki's re-entry into the Indian two-wheeler
market after it severed ties with partner TVS in 2000-01. Suzuki was
then the technology provider in the erstwhile joint venture company
TVS Suzuki.
Suzuki Motorcycle India Pvt Ltd (SMIPL) is the latest entry into the
already crowded Indian two-wheeler segment with players like Hero
Honda, Bajaj Auto, Honda, and TVS. SMIPL have started their Indian
operations with a 125-cc mass-market motorcycle. It has made an initial
investment of Rs. 200 crores to start their Indian operations.

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Company sources have revealed that Suzuki would follow up this 125cc
bike with a high performance 150-cc sibling sometime next year. And
for the budget segment, another 100cc bike is expected in the first
quarter of 2006. Mass market is the initial aim with plans to enter all the
segments rapidly. They have their facilities located in Gurgaon.
Suzuki had launched bike by diwali, which is the auspicious time for
buying a new vehicle in Indian families. Their setup in Gurgaon has the
capabilities of manufacturing one lakh motorcycles and they are ready to
step that up massively if the situation arises. They already have setup 40
dealerships around the country and are going to establish 4,000-5,000
sq.ft showroom and service stations to provide services to the customers.
The parent company happens to be one of the largest manufacturers of

two wheelers in the world with more than 20 lakh bikes sold per annum.
They are popular for their range of high performance road machines,
lightweight super bikes, dirt bikes, street bikes, and motocross and fun
bikes globally.
PRODUCTS OF SUZUKI MOTORCYCLES
 GSX-R1000
 Bandit 1250S
 Hayabusa 1300
 Intruder M1800R

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 GS150R
 Zeus
 SlingShot
 Gixxer
 Access 125
 Let‘s
MISSION OF SUZUKI
The core philosophy of SUZUKI is to provide ―VALUE-PACKED

PRODUCTS‖. Since the founding of SUZUKI Motor Corporation, the
Organization‘s Endeavour has always been to provide ―VALUE-
PACKED PRODUCTS‖ as one of the manufacturing philosophies.
SUZUKI believes that ―VALUE-PACKED PRODUCTS‖ come from

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

demand by utilizing its dynamic, long-nurtured technological advantage
coupled with its fresh and active human resources.
 Develop products of superior value by focusing on the customers

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 Establish a refreshing and innovative company through teamwork

 Strive for individual excellence through continuous improvement

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PRODUCT PROFILE
NEW SUZUKI ACCESS 125 FEATURES:
 Xtra Torque Performance for more power and faster pick-up

 Telescopic front fork suspensions for comfortable riding
 Suzuki Eco Performance (SEP) Engine
 Tail lights that are trendy and attractive

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 Long seat & long floor board for comfort seating & riding
 Large size underseat compartment
 Centralized ignition key switch, with shutter
 Convenient dual luggage hooks & Front pocket
 Multi-reflector lights for better visibility
 Stylish, Chrome-plated silencer cover
 3D Access 125 logo
 Mobile Charger DC socket
 Digital Speedometer / Twin trip meter / Service indicator
 Suzuki Easy start system
 Best in class mileage of 64 km/L
SUZUKI ACCESS 125 TECHNICAL SPECIFICATIONS:
Dimensions And Weight
Overall length 1870 mm
Overall width 655 mm
Overall height 1160 mm
Wheelbase 1265 mm
Ground clearance 160 mm
Seat height 780 mm
Curb Mass 102 kg
Wheels Steel / Alloy
Fuel Tank 5.6 L

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Underseat space 22 L
Engine
Type 4-Cycle, Air-cooled
Number of cylinders 1
Value system SOHC,2-Value
Displacement 124 cm3 (cc)
Bore x Stroke (mm) 52.5 x 57.4 mm
Engine output 8.7ps @ 7000 rpm
Torque 10.2N-m @ 5000 rpm
Fuel system Carburettor
Transmission CVT
Starter system Kick & Electric
Suspension
Front Telescopic
Rear Swing-arm
Brake
Front Drum / Disc
Rear Drum
Tyre Size
Front 90/90 -12 – Tubeless

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Rear 90/100 -10 – Tubeless
Electrical
Battery Maintenance Free 12V, 3Ah
Headlight 12V 35/35W

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SUZUKI GIXXER SF TECHNICAL SPECIFICATIONS:
 Smart digital instrumentation with gear position and RPM

Indicator
 7-Step adjustable rear mono shock suspension
 Xtra Torque Performance for more power and faster pick-up
 Suzuki Eco Performance (SEP) Engine
 Sporty twin exhaust
 Rear disc-brake

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Dimensions And Weight
Overall length 2050 mm
Overall width 785 mm
Overall height 1085 mm
Wheelbase 1330 mm
Ground clearance 160 mm
Seat height 780 mm
Curb Mass 140 kg
Fuel Tank 12 L
Engine
Type 4-Stroke, Air-cooled
Number of cylinders 1
Value system SOHC,2 Value
Displacement 154.9 cm3 (cc)
Bore x Stroke (mm) 56.0 mm x 62.9 mm
Engine output 14.8 ps @ 8000rpm
Torque 14 Nm @ 6000rpm
Fuel system Carburettor / FI
Transmission 5 Speed, MT
Starter system Kick & Electric

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Suspension
Front Telescopic
Rear Swing-arm, Mono Suspension
Brake
Front Disc
Rear Disc
Tyre Size
Front 100/80 – 17 – Tubeless
Rear 140/60R - 17 – Radial

Tubeless
Electrical
Battery Maintenance Free 12V, 3Ah
Headlight 12V 35/35 W
Tail light LED

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ORGANIZATIONAL
STRUCTURE OF THE
COMPANY

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INTRODUCTION
Satisfaction is a person‘s feelings of pleasure or disappointment

resulting from comparing a product‘s perceived performance (or
outcome) in relation to his or her expectations. Whether the buyer is
satisfied after purchase depends on the offer‘s performance in relation to
the buyer‘s expectations. If the performance falls short of the
expectations, the customer is dissatisfied. If the performance matches the
expectations, the customer is satisfied. If the performance exceeds
expectations the customer is highly satisfied or delighted.
A company would be wise to measure customer satisfaction regularly

because one key to customer retention is customer satisfaction. A highly
satisfied customer generally stays loyal longer, buys more as the
company introduces new products and upgrades existing products, talks
favorably about the company and its products, pays less attention to
competing brands and is less sensitive to price, offers product or service
ideas to the company, and costs less to serve than new customers
because transactions are routine.
When customers rate their satisfaction with an element of the company‘s

performance - say, delivery. It could mean early delivery, on-time

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delivery, order completeness, and so on. The company must also realize
that two customers can report being ―highly satisfied‖ for different
reasons. One may be easily satisfied most of the time and the other
might be hard to please but was pleased on this occasion. A number of
methods exist to measure customer satisfaction.
Periodic surveys can track customer satisfaction directly. Respondents

can also be asked additional questions to measure repurchase intention
and the likelihood or willingness to recommend the company and brand
to others. Companies that do achieve high customer satisfaction ratings
make sure their target market knows it. For customer centered
companies, customer satisfaction is both a goal and a marketing tool.
Although the customer-centered firm seeks to create high customer
satisfaction, that is not its ultimate goal.
If the company increases customer satisfaction by lowering its price or

increasing its services, the result may be lower profits. The company
might be able to increase its profitability by means other than increased
satisfaction (for example, by improving manufacturing processes or
investing more on R&D). Also, the company has many stakeholders,
including employees, dealers, suppliers and stock holders.
Spending more to increase customer satisfaction might divert funds
from increasing the satisfaction of other ―partners‖. Ultimately, the

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company must operate on the philosophy that it is trying to deliver a

high level of customer satisfaction subject to delivering acceptable levels
of satisfaction to the other stakeholders, given its total resources.
BOARD OF DIRECTOR
SKYLINK AUTOWORLD PVT. LTD (AUTHORIZED DEALER

OF SUZUKI) SKYLINK AUTOWORLD PVT. LTD. is established in
September 2014, the director of SKYLINK AUTOWORLD is
Mr.NIKKHIL DASPUTE. SKY SUZUKI is basically a two wheeler
showroom as well suzuki workshop where suzuki bikes and the mopeds
are sales/repaired/serviced etc.
STAFF MEMBERS
 SALES
Sales Manager Mr.Pravin Ahirrao
Showroom Incharge Mr.Ravi Kharote
Salesman Rupesh Shewale
Kuber Bagul
Back Office Executive Amit Bhavsar
Office Boy Shankar Pawar
 SERVICE 
Works Manager Jayesh Bachhav
Supervisor Bhavesh Jagtap
Customer Care Executive Tejaswini Yadav

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Head Mechanic Wasim Shaikh

Vijay Khairnar
Helper Kundan Shirsath
PDI Incharge Faizan Shaikh
Spare Incharge Ravikant Bagul
SALES STRATEGY
Averagely they are selling 3 vehicles per day.Sky Suzuki is the No.1
dealership in sales and other Activities?
It is a QLAD (quality leader through quality dealer).
At Sky Suzuki they gave the quality service to the customers why
because ―The cost is long forgotten but the quality is remebered for
ever‖. They treat quality has a...
Q Quest for excellence
U Understanding customer‘s needs
A Action to achieve customer's appreciation
L Leadership determined to be a leader
I Involving all the people
T Team Spirit to work for a common goal
Y Yard sticks to measure programs.

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CUSTOMER RELATIONSHIP
It's a well known fact that no business can exist without customers. In
the business of Website design, it's important to work closely with your
customers to make sure the site or system you create for them is as close
to their requirements as you can manage. Because it's critical that you
form a close working relationship with your client, customer service is
of vital importance. What follows are a selection of tips that will make
your clients feel valued, wanted and loved.
1.ENCOURAGE FACE-TO-FACE DEALINGS:
This is the most daunting and downright scary part of interacting with a
customer. If you're not used to this sort of thing it can be a pretty nerve-
wracking experience. Rest assured, though, it does get easier over time.
It's important to meet your customers face to face at least once or even
twice during the course of a project. Suzuki believes that if a potential
client spends over half the meeting doing the talking, you're well on
your way to a sale. In SMPIL always face to face dealing with customer
2. RESPOND TO MESSAGES PROMPTLY & KEEP YOUR

CLIENTS INFORMED:

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This goes without saying really. We all know how annoying it is to wait
message and you'll contact them about it as soon as possible. Even if
days for a response to an email or phone call. It might not always be
practical to deal with all customers' queries within the space of a few
hours, but at least email or call them back and let them know you've
received their you're not able to solve a problem right away, let the
customer know you're working on it.
Suzuki always listen customer problem and solve his queries and always
have communication with customer.
3. BE FRIENDLY AND APPROACHABLE:
It's very important to be friendly, courteous and to make your clients feel
like you're their friend and you're there to help them out. There will be
times when you want to beat your clients over the head repeatedly with a
blunt object - it happens to all of us. It's vital that you keep a clear head,
respond to your clients' wishes as best you can, and at all times remain
polite and courteous.
In Suzuki showroom all workers are trained and well behave with
customer. Suzuki showroom‘s staff very friendly with clients.
4.HAVE A CLEARLY-DEFINED CUSTOMER SERVICE

POLICY:

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This may not be too important when you're just starting out, but a clearly
defined customer service policy is going to save you a lot of time and
effort in the long run. If a customer has a problem, what should they do?
If the first option doesn't work, then what? Should they contact different
people for billing and technical enquiries? If they're not satisfied with
any aspect of your customer service, who should they tell?
There's nothing more annoying for a client than being passed from
person to person, or not knowing who to turn to. Making sure they know
exactly what to do at each stage of their enquiry should be of utmost
importance. So make sure your customer service policy is present on
your site -- and anywhere else it may be useful.
In Suzuki all terms & conditions are clearly mentioned so that no doubt
in customer mind
5. ATTENTION TO DETAIL (ALSO KNOWN AS 'THE LITTLE

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

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Even if it's as small as sending a Happy Holidays email to all your

customers, it's something. It shows you care; it shows there are real
people on the other end of that screen or telephone; and most
importantly, it makes the customer feel welcomed, wanted and valued.
Suzuki has keep detail of all customers and make them happy on
specific occasion.
6. ANTICIPATE YOUR CLIENT'S NEEDS & GO OUT OF YOUR

WAY TO HELP THEM OUT:
Sometimes this is easier said than done! However, achieving this

supreme level of understanding with your clients will do wonders for
your working relationship.
Suzuki always tries to know about customer needs and make the product
according to them.
7. HONOUR YOUR PROMISES:
It's possible this is the most important point in this article. The simple
message: when you promise something, deliver. The most common
examplehere is project delivery dates.Clients don't like to be
disappointed. Sometimes, something may not get done, or you might
miss a deadline through no fault of your own. Projects can be late,
technology can fail and sub-contractors don't always deliver on time.

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RESEARCH
METHODOLOGY

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RESEARCH OF THE STUDY
Survey research is the systematic gathering of information from

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

(interviewing). The survey research must be concerned with sampling,
questionnaire design, questionnaire administration and data analysis.
The administration of questionnaire to an individual or group of
individuals is called an interview. A questionnaire is simply a formalized
set of questions for eliciting information. As such, its function is
measurement and it represents the most common form of measurement
in marketing research.
The report has been prepared on the basis of information collected from
different sources. In order to achieve the objective of the project proper
research method was applied. After giving through brain storming
session, objectives were selected and the set on the base of these

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objectives, A questionnaire was designed major emphasis of which was

gathering new ideas or insight so as to determine and bind out solution
to the problems.
HYPOTHESIS
―Consumers are satisfied with Suzuki product prices and after sales
service‖.
SOURCE OF DATA
The report has been prepared as per the information obtained from two
sources. They are:
 Primary data
 Secondary data
1. PRIMARY DATA :
The primary data is that which details we collect first time from the
market and also used first time in the research. To collect the primary
data questionnaire is prepared. Primary Data was very crucial to collect
so as to know various past & present consumer views about Suzuki
Access 125cc and to calculate the market share of this brand in regards
to other brands. Fresh primary data was collected by taking direct filling

lOMoARcPSD|44080849
of a questionnaire from customer which involved face to face, all the

Access 125cc customer who visited the dealership showroom for the
service of their bikes/scooters were questioned in order to find out the
behavior of customer.
2. SECONDARY DATA:
Secondary data are those which has been collected by some one else and
which already have been passed through statistical process. When the
secondary data are sufficient, the researcher has to be satisfied with the
primary sources of data. Secondary data can be used as bases for
comparison with primary data have been collected by questionnaire.
Secondary data has been taken from internet, newspaper, magazines and
companies web sites.
RESEARCH TOOLS
Researcher instruments is the tool by which the researcher can do

research on specific problems or objective. The most popular researcher
instrument for collection data is ―Questionnaire‖ for a particular
investigation. It is simple for a moiled set of questions presented to
respondents for their answers. Due to this flexibility, it is most common
instrument used to collect the primary data. During the pre- testing of

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questionnaire, I seen the reaction of respondents and suggestions

required to make change in research instrument.
The questionnaire contains three types of questions.
1) OPEN-ENDED QUESTIONS:-
It is helpful in knowing what is uppermost
in the mind of the respondents. It gives complete freedom to the
respondent.
2) DICHOTOMOUS QUESTIONS:-
It has only two answers in form ‗yes‘ or
‗no‘, ‗true‘ or ‗false‘, ‗use‘ or ‗do not use‘. So the respondent is offered
two or more choice.
3) MULTIPLE-CHOICE QUESTION:-
In this, the respondent is offered two or more
choice.

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SCOPE OF THE STUDY
My project was based on the SKYLINK AUTOWORLD PVT LTD and

data was taken in the City Malegaon only.Marketing research shows
more competition level in the market and it provide current information
about market share of moter bikes & Scooters.At time which company is
more better to his competitor.
This project is helpful leasing the risk involved in marketing decisions in

two ways by providing as follows-
(a) Current information for the marketing manager to take decisions.
(b) Generalized knowledge of theory about the making decisions

process.
OBJECTIVE OF THE STUDY
 The main objective was to study the customer behavior towards

motor vehicle with special reference to Suzuki motorcycles &
Scooters in the City of Malegaon. The Various sub objectives were
to find out the following:
 To study the various methods of customer awareness regarding the

product,Access 125 & Gixxer.
 To find the market share of Access 125 according to the

segmentation.
 To find the ways to develop better relationship with the customers.

lOMoARcPSD|44080849
 To find the source of awareness regarding the bike in the

customers mind.
 To find the tough competitors for the Access 125 & Gixxer in the
market.
 The factors affecting the customers buying decision regarding the

purchase of Vehicle.
 The buyer's opinion on the after sales services and attributes

offered by the Access & Gixxer manufacturing.
 To the customers preferences towards two wheelers.
 To the satisfaction levels of customers about after sale service.
SAMPLE DESIGN
Sampling is a process of obtaining. The information about the entire

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

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SAMPLING PLAN:
Data collected has been analyzed and interpreted by using simple

percentage method and finally the data is presented in graphs and charts.
SAMPLE SIZE:-
For the purpose of proper survey, there is need of perfect research

instruments to find out sample size for more accurate result about buying
behavior of bikes & scooter. The sample size is 100 respondents.
SAMPLING METHOD :-
A Stratified random sample is one where the population is divided in to

mutually exhaustive strata or sub-group and then a simple random is
selected within each of strata on age groups, occupation etc. It may be
noted that stratification does not means absence of randomness. I use a
simple random sampling method

lOMoARcPSD|44080849
DATA ANALYSIS
&
INTERPRETATION

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1. Customers awareness about the scooter brands
Type of Suzuki Honda TVS Hero Others Total

scooter Access Activa Scooty/pep Honda
brand pleasure
Customer 80% 90% 65% 35% 20% 100
awareness
(%)
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Access Activa Scooty/pep Pleasure Others
Analysis:
Respondents were asked about the scooter brands that they were aware
of. Majority (90%) of the respondents said that they were aware of the
brand Activa. Around 80% of the respondents said that they were aware
of the Suzuki Access 125. Around 65% of the respondents said that they

lOMoARcPSD|44080849
were aware of the brand Scooty Only 20% of the respondents said that
they were aware of the other brand such as Mahindra etc.
2.Features preferred as most important by customers of Scooter
Type of Looks Easy

features /design Mileag Handlin Comfort Others Total
e g
No. of
Custome 35 30 18 12 5 100
rs
Column1
5%
12%
35% style/design
mileage
handling
18%
comfort
others
30%

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Analysis:
Looks play a major role in the scooter market as 35 percent prefer
looks as the most important feature over mileage which is
preferred by 30% customers
3.Features considered by the customers while purchasing a

particular brand.
Features Percentage of Customers

Looks 37
Mileage 25
Comfort 23
safety 15
Total 100

lOMoARcPSD|44080849
Features considered by respondents will

purchasing scooters
15
23 37 Looks
Mileage
25
Comfort
Safety
Analysis:
More than 25% respondents said that they consider mileage as the most
important parameter while purchasing the scooter of any brand.
4.Most important feature which are like by the customers in Suzuki

Access 125cc.
Features Number of Customers

Style 36
Mileage 30
Comfort/Convenience 45
Safety 30
After sales service 10
Others 5

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Analysis:
Majority of the customers liked the comfort they get while driving
the Suzuki Access 125cc. Many of them were satisfied about the
mileage.
5. Respondents awareness about Suzuki Access.
Respondents aware about the Respondents did not aware about

Suzuki Access the Suzuki Access
75 25

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Awarness about Suzuki Access
25%
aware
unwawae
75%
Analysis:
Out of the total customers who are the probable buyers it was
found that about 75 percent were aware of the Suzuki Access 125.
6.Customer’s perception about overall performance of Suzuki

Access 125.
Type of Excellent Very Good Average Below

Performance Good average
Percentage 35 28 22 10 5

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35
35
30 28
25
22
20
15
10 10
5
5
0
excellent
Very good
Good
Average
Below
average
Analysis:
Nearly 85 % respondents are satisfied about the performance of the
Suzuki Access 125 while the remaining 10% are not satisfied about the
performance of Suzuki Access 125. Out of them 5% told that the
performance of Suzuki Access is below average.
7. Percentage of respondents satisfied with the Suzuki Access.
Percentage of respondents satisfied

with Suzuki Access
Yes 85
No 15

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Percentage of respondents satisfied with Suzuki

Access
15%
aware
unaware
85%
Analysis:
84 % of scooter users are satisfied while 16% are unhappy with
their Suzuki Access.
8. WHAT ABOUT THE PRICE OF SUZUKI ACCESS 125?
HIGHLY AVERAGE
PRICED PRICE
RESPONDENTS 35 65
PERCENTAGE 35 65
(%)

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Price
35
highly priced
Average price
65
Analysis:
In this pie chart 65% customer are think that Suzuki Access 125 price is
average and 35% customer are think that Suzuki Access 125cc price is
high.
9. SATISFIED WITH SERVICE FROM THE SHOWROOM?
YES NO
RESPONDENT 82 18
PERCENTAGE 82 18
(%)

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00
18 %
82 %
Analysis:
In this pie chart we can see that 82% customer is satisfied with free
service from the showroom so the company showroom maintain his
service & customer relationship

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FINDINGS
 The survey shows that looks play the major role in the scooter
market as 35% prefers looks as most important feature
 The survey shows that majority of the customers liked the

comfortness of Suzuki access 125cc
 The survey show that 40% customer are average & 60% customer
are good perception about Suzuki automobile product
 The survey shows that 85% of the customers are satisfied Suzuki
Access
 The study show that 44% respondents come to know from

―advertisement and 28% respondents purchase two wheeler from
family‘s recommendation.
 The survey show that in India the most compare brand against
SMPIL is Honda 36%, Hero Honda 34% and Bajaj 21%.
 The survey shows that 60% customers like Suzuki Access 125 and
40% are average .
 The survey shows those 43% customers are believed that quality is
the best thing in Suzuki Access 125.

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LIMITATIONS
 This research is geographically restricted to Malegaon city

only. Hence the result cannot be extrapolated to other places.
 The study is restricted only to the organized sector of two
wheeler industry
 The seriousness of the respondents and their ability to justify
their answers may also be a limitation.
 The sample size is small .
 Findings are based on sample survey.
 All interview questions were direct. Hence there is a scope for
the respondents to be biased or pretentious.
 During the survey most of the respondents contacted had newly
purchased the motorcycle thus they could not respond
accurately i.e. their satisfaction level and defects in the
motorcycles.
 The research is directly concerned with the study of human
preference and behavior and achieving absolute mathematical
accuracy towards this was not possible.

lOMoARcPSD|44080849
CONCLUSION
Indian 2-wheeler industry is the second largest in Asia after China. After
the separation with Tvs Motors the main focus of Suzuki has been to
capture the Indian Market through its Product which are Best In terms
Of Style & Design and is trying to achieve more target of which it has
laid down for the coming years its Recent Launched Bikes like Suzuki
Hayabusa, Gixxer / Gixxer SF and Scooter Suzuki Access 125 have
shaken the market leader Like Bajaj, Hero Honda & Honda is giving
them a tough competition & soon going Launch Few More Bikes in the
market. But in a country like India where customer generally appreciates
mileage it becomes necessary for a company like Suzuki which produces
Bikes whose prices are towards the higher end to focus on other factors
to which influence the consumer choice of Product like Prices, after sale
services and many more.
After deep research, analysis and getting information about customer of

Suzuki Access 125 as formulated that Suzuki Access has success in the
market and people satisfied this product.

lOMoARcPSD|44080849
BIBLIOGRAPHY
MAGAZINES:
 Auto India - Car & Bike Magazine
 Business India
 Auto Express
 Business India
 Auto India
NEWSPAPERS:
 Economic Times
 Business Standard
 Times of India
 Hindustan Times
 The Hindu
REFRENCES:
 www.suzukimotorcycles.co.in
 www.autowebindia.com
 www.sitepoint.com
 www.automonitor.com

lOMoARcPSD|44080849

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lOMoARcPSD|44080849

Human Resource Management (জাতীয় বিশ্ববিদ্যালয়)

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Studocu is not sponsored or endorsed by any college or university

Project Report Submitted to

For the Award of

M.S.G COLLEGE, MALEGAON

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This is to certify that Mr. Magar Krishna Haribhau, a student of

Project Guide Principal

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This is certified that the project report entitled

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I hereby declare that the project entitled “An Analytical Study Of

Date: Sign of Student

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While preparing this project report entitled ―An Analytical Study

I also express my sincere thanks to the principal of M.S.G College

Thanks to all my friends and respected persons who helped me to

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3 PROFILE OF THE INDUSTRY

4 ORGANIZATIONAL STRUCTURE OF THE COMPANY

6 DATA ANALYSIS AND INTERPRETATION

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Satisfaction is a person‘s feeling of pleasure or disappointment resulting

The study widely concentrates on the level of satisfaction amongst

To meet the research objectives, following activities have been

 An extensive search of relevant literature from news articles,

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 Survey has been carried away by, one-on-one interviews. The

Suzuki Motorcycle India Private Limited (SMIPL), subsidiary of

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couple of years. This increase of sales is attributed to the

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INFORMATION ABOUT MALEGAON

Malegaon is a Town in Malegaon Taluka in Nashik District of

Malegaon Pin code is 423203 and postal head office is Malegaon .

Malegaon is surrounded by Nandgaon Taluka towards South , Deola

Malegaon , Talode , Satana , Manmad are the nearby Cities to

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INDUSRTY AND ECONOMY

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Malegaon as a city lacks basic infrastructure for collecting and disposing

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SUZUKI MOTORCYCLES GLOBAL HISTORY

In 1909 Michio Suzuki founds the Suzuki Loom Company in

In 1952 when due to financial problems Suzuki ventured into developing

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SUZUKI MOTORCYCLES INDIAN HISTORY

Suzuki Motorcycle India Pvt., Ltd. engages in manufacturing two

Suzuki Motor Corporation (SMC), a global giant of motorcycle

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The parent company happens to be one of the largest manufacturers of

PRODUCTS OF SUZUKI MOTORCYCLES

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The core philosophy of SUZUKI is to provide ―VALUE-PACKED

SUZUKI believes that ―VALUE-PACKED PRODUCTS‖ come from

SUZUKI is fully committed to create Products that meet customer‘s

 Develop products of superior value by focusing on the customers

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 Establish a refreshing and innovative company through teamwork