INTRODUCTION

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 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 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.
 CUSTOMER SATISFACTION IN 7 STEPS

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:

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:

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.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 example here 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.
 1.2.1 RESEARCH METHODOLOGY

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 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.
 1.2.2 OBJECTIVES OF THE STUDY

 The objective of the study is research to measure customer satisfaction

towards SUZUKI ACCESS 125.
 To understand customer attitude towards Suzuki motorcycles.
 To measure customer satisfaction of Suzuki Access 125 owners.
 To know the tastes and preferences of people.
 To determine the customer’s satisfaction regarding two-wheeler and after
sales service.
 To find the reasons people buy Access 125 for.
 1.2.3 RESEARCH DESIGN

This study is a mix of explorative and formal methodologies adopting

monitoring and observing to study the dealerships in Delhi and communication to
elicit responses from customers. This is a cross sectional study done during the
months March-May.

The study also aims at findings out the customer satisfaction level of SUZUKI
ACCESS 125cc.For the customer satisfaction study a questionnaire was
formulated containing 22 questions which were sent out for response mainly
through personal interviews of customers. Results of this step formed the basis of
the recommendations given to the company.
 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 structured non
disguise questionnaire is prepared. Primary Data was very crucial to collect so as
to know various past & present consumer views about bikes/scooter and to
calculate the market share of this brand in regards to other brands. Fresh primary
data was collected by taking direct filling of a questionnaire from customer which
involved face to face, all the Suzuki 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 primary 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.
 DATA COLLECTION METHOD

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 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:-
this, the respondent is offered two or more choice.
 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 Delhi.

SAMPLING PLAN:

Data collected has been analyzed and interpreted by using simple

percentage method and finally the data is presented in graphs and charts.

SAMPLING FRAME:

 Customers visiting showrooms for servicing their motorcycles

 Shopping malls, Supermarket, Markets, College parking etc

SAMPLE SITE:-
The survey was conducted in New Delhi.
SAMPLING UNIT:-

It means “Who is to be surveyed”. Here target population is decided

and it is who are interested to purchase “Scooter” and sampling frame is developed
so that every one in the target population has known chance of being sampled. So
the survey is conducted particularly in Delhi.

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 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.
 LIMITATIONS

 This research is geographically restricted to Delhi 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 due to the specified reasons.
 Findings are based on sample survey.
 All interview questions are undisguised or 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.
 CHAPTER-2
COMPANY PROFILE
 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 1962 Using
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? 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.

In 1971 The GT7The Water Buffalo was introduced in 1971 in America and the
Kettle in Britain - both the same GT750 bike and the start for Suzuki to enter the
super bike market. The GT750 wasn't a very impressive machine and also couldn't
match the other bikes in the market at the time. Once again the production kept
going based on its demand for good price and reliability.

In 1974 The RE5 is the first Japanese motorcycle with a rotary engine. It cost a
fortune to develop and, while not bad, it’s a commercial disaster. After two years,
the company abandons the project, and there are rumors the tooling was dumped
into the sea so that Suzuki managers would never have to see it again. Most bikes
produced around the middle 70s had enough power but lacked a steady frame. The
introduction of the Suzuki GS1000 in 1978 changed this problem once and for all.
The GS out preformed every other bike in its category and had a frame to match its
power. The only thing, which could be said against the very popular and successful
GS1000, was its dull looks.

The GS1000 was redesigned and new models based on the same original success
bike were introduced. The GSX1000 in 1980 and the GSX1100S Katana in 1982.
The later bike was a huge success due to it powerful performance, funky style, low
weight and good pricing. In 1983 The RG250 is Suzuki’s first ever race replica.
This bike features the AL-BOX, square aluminum frame, 16-inch tire and Anti
Nose Dive Forks (ANDF) at the front. In 1985 The RG500 “Gamma” features the
same square-Four cylinder layout as the as the factory Grand Prix bikes. Other racy
features are the square-tube aluminum frame and the removable cassette-type
transmission.

Suzuki pulled a stunt within the motorcycle market by introducing the GSX-R750,
which was such a direct copy of their formula race bike with the only difference
that this GSX was, road legal. It turned the super sport motorcycle market upside
down and dominated the way super bikes would look for the future. The GSX-
R750 was super fast, which wasn't hard to understand since there were hardly any
changes to its racetrack design. Both on the street and in the race track the bike was
a huge success. In 1986 the GSX-R1100 was also added to the line.

In 1996 Suzuki calls the new GSX-R750 the ‘turning-point model’ thanks to its
twin-spar frame instead of the older double-cradle frame. The engine is also
redesigned and featured 3-piece crankcases, chrome-plated cylinders and a side-
mount cam chain as well as Suzuki Ram Air Direct (SRAD) system.

In 1997 The TL1000S is the first Suzuki sport bike with a V-Twin engine. It will be
followed a year later by a racier R version, with a dodgy rotary vane damping
system in the rear shock. Suzuki equipped the TL1000R with a steering damper,
but it was still prone to headshake and customers approached it with caution, if at
all.

In 1999 Mat Mladin wins the AMA Super bike Championship, beginning a run of
unprecedented dominance. Mladin will win five more times, and Suzuki will win 8
of the next 9 titles. With sport bikes getting more and more sharp edged, the
company is one of the first to recognize what might be called the ‘semi-sport’
market, as opposed to the super sport market. The SV650 features an aluminum-
alloy truss frame and a liquid-cooled 90° V-Twin DOHC 4-valve engine. Suzuki
calls the Hayabusa the ultimate aerodynamic sportbike. It’s powered by a 1298cc
liquid-cooled DOHC in-line 4-cylinder engine that becomes the darling of land-
speed racers. The name means “peregrine falcon” in Japanese.

The GSX style and line didn't change much over all the years with improvements
being made to the bike. A small fluke in design made Suzuki lose its performance
lead with the GSX-R1100. But the GSX-R750 has remained a hit up until today.
Maybe still hurt by losing the performance edge with the GSX-R1100 redesign in
the 1990s Suzuki introduced the GSX-1300R (Hayabusa) in 1999. This sent the
Honda Blackbird packing and became the world's fastest production bike at a
whopping 190 mph (307 km/h).

In 2001 Suzuki introduced an upgrade GSX-R750 engine and created the GSX-
R1000 (998cc), which is a super bike with outstanding performance. In 2003 the
GSX-R1000 was restyled but still kept its position as a super class bike.

In 2005 Suzuki’s original 4-stroke motocross, the RM-Z450, is equipped with a 4-

stroke 449cc engine, which features the Suzuki Advanced Sump System (SASS).
Troy Corser gives Suzuki its first and only (so far) World Super bike
Championship.

In 2006 The M109R, Suzuki’s flagship V-Twin cruiser is powered by a 1783cc V-

Twin engine with 112mm bore and 90.5mm stroke. It has the largest reciprocating
pistons in any production passenger car or motorcycle.

In 2008 The B-King is launched, powered by the 1340cc Hayabusa engine; the B-
King is Suzuki’s flagship big ‘Naked’ bike. Suzuki says it has the top-ranked
power output in the naked category.
 SUZUKI MOTORCYCLES INDIA 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.

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.
Plant area and production capacity:

They have installed their manufacturing plant in Gurgaon (Haryana) having the
annual capacity of 2,50,000 units. Total land area of the facility at Gurgaon is 37
acres out of which the present plant is constructed in an area of 6.5 acres of land.
The remaining area of 30.5 acres is left for land development and future expansion.

Managing Director:
Mr. Santoshi Uchida

Personnel over the years

Year 2016-17
Total number of employees 561

Main Products
Motorcycles and scooters
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

 Establish a refreshing and innovative company through teamwork
 Strive for individual excellence through continuous improvement
 GROWTH REPORT:

Suzuki Motorcycle India Private Limited (SMIPL) has reported an impressive

overall growth of 58.6 per cent in domestic sales in June 2017, compared to
the corresponding month last year. In all, Suzuki sold 33,573 units in June
2017 as opposed to 21,170 units in June 2016, recording a sustained growth in
its overall performance. The company's total sales stood at 38,454 units as
against 30,188 units in June 2016. This is the fifth consecutive month in
which Suzuki has witnessed double digit growth in its total sales, inclusive of
exports.

Several factors have contributed to the growth. Suzuki's product offerings

along with increased customer networks, have enabled the brand to experience
a steady overall growth this year, the company said. Suzuki has also witnessed
a consistent growth in the big bike segment over the past few months. The
robustness of the economy has also added to the upward momentum.

The Suzuki Access 125 attracts a lot of consumer interest in the 125ccscooter
segment.

Clearly, the Goods and Service Tax (GST) introduced from 1 July 2017 hasn't
had much effect on sales of Suzuki scooters and motorcycles in June 2017,
when customer sentiment in the Indian two-wheeler industry has been
perceived to be uncertain. The change to GST from the earlier tax structure
has resulted in several two-wheeler manufacturers announcing benefits across
their model range.
 FACILITIES
1 ) ENVIRONMENT:
The philosophy of keeping “environment first” is properly percolated downwards.
To comply with all applicable legislations and setting standards thereof remains
only a beginning. Company thrives to discover and invent mechanisms for better
environment management systems and it’s a continuous process which is managed
by a separate wing of experts and specialist in the field.

The biggest testimony of Suzuki’s commitments towards “environment first” is

seen at Gurgaon which is built to be a Zero discharge plant.

SMIPL have embraced Natural light optimization system and water harvesting
systems besides several other measures to create better and cleaner environment
around us. All packaging material used by Suzuki is re-cycleable. A constant flow
of internal communication on environment related issues not only creates
awareness amongst employees but also helps in inculcating ‘an environment
friendly’ value system.

2) SHOP FLOOR SAFETY MEASURES:

SMIPL have safety guards/safety curtains to ensure Operator safety on machines.

Company has also installed robots through out the facilities to reduce the
ergonomic stress on workers. There are gas detection systems installed to eliminate
any gas related accident and fire detection system for immediate information about
any fire related incident. SMIPL have fire fighting system (manual & automatic)
for immediate handling of any fire related accident. They have a fire tender
(capacity 4500 liters water and 500 liters capacity foam).

Company try to maintain zero accident record through regular safety audit,
frequent training for staff, line associates and contractors. They organize different
safety programs and competitions to encourage employee awareness and
involvement.

3) ENVIRONMENTAL UTILITY:

To take care of the health of all our employees, they maintain all international
parameters and standards for drinking water, treated water, ambient air shop floor,
office and the outside. They keep updating all these standards of health and welfare
of employees through a team of well qualified personnel in the R & D laboratory.

4) QUALITY CONTROL :

It has four main sections as follows:

 Tested by SMC Japan with their international quality standards

 Final (Vehicle) Inspection
 Market Quality
5) PARTS INSPECTION:

 The non conformities in the parts being procured may lead to production
loss & degradation of the quality of the final output and life of the product.
To ensure the product, the dimensional, material, aesthetic & performance
inspection for the special processes are carried out on the individual parts
before they are declared fit for the assembly
 For carrying out the inspection activities effectively, we have the latest &
sophisticated machines installed in the inspection area

6) FINAL (VEHICLE) INSPECTION:

 Safety related parameters such as braking; clutch operation and other

functional defects of the vehicle
 Emission related parameters for checking the conformance of the exhaust
gases with the emission rules
 Functional & aesthetic parameters are also checked

7) MARKET QUALITY:

 To act upon the customer’s feedback received from the service department
for the up gradation of the product
 To resolve the quality issues being received from the market by visiting the
suppliers & taking the corrective & preventive measures for the same
 Monitoring for the effectiveness of the measures taken for the particular
problems through the cut off engine/ frame numbers.
8) WORK CULTURE:

 They believe that future growth and prosperity of every employee

depends on the company’s growth and prosperity

 Organizational and individual discipline

 Continual improvement in quality and productivity

 Cost consciousness

 Customer satisfaction ( both internal and external )

 Long term goals

 Respect for laws, human beings and society

9) EMPLOYEE DEVELOPMENT:

Company's growth is based on enhancement of technical and behavioral skills of

the employees. They continually identify the performance gaps and new skills
required keeping into the company's growth in focus. They believe that Employees
are the most important assets of an organization. For enhancement of technical and
behavioral skills of the employees they organize regular training programmers.
Teams from Japan often come to the organization to impart training. Their focus is
to create a healthy Environment where individual employee can achieve maximum
satisfaction.
 PRODUCTS OF SUZUKI MOTORCYCLES
 SUZUKI ACCESS 125CC

The New Suzuki Access 125 is our flagship scooter which combines the best of
both worlds - power & mileage - with our revolutionary SEP technology. A
complete redesign from the ground up - both aesthetic and technical - emphasizes
that this scooter welcomes any road. The New Access 125 boasts a state of the art
SEP engine, new frame, optional disc brake and various updates to wheels,
suspension, transmission and body panels; giving it improved fuel efficiency,
performance, cornering stability, smoother ride and added protection.

Design wise, the new Access has evolved into a royal and sophisticated look with
chrome finish, 3D emblem logo and rich bodywork with stylish edgy contours. The
new Access 125 will also be available with an optional front disc brake and alloy
wheels. In addition, are class leading features like the first of its kind Suzuki Easy
Start System, multi-function instrument cluster with digital display, front pocket
and optional DC socket. These features have been incorporated keeping in mind
practical usage in real world conditions and the comfort of Indian riders.

The New Access 125 is an amalgamation of Great Style and Powerful Performance
bundled with class leading features, meant for everyone who loves to ride. The
enjoyment in the ride makes the New Access 125 completely UNLEAVEABLE!

SUZUKI ACCESS 125 FEATURES:

  Xtra Torque Performance (XTP) for more power and faster pick-up
 Telescopic front fork suspensions for comfortable riding
 Tail lights that are trendy and attractive
 Wider seat for comfort riding
 Large size underseat compartment
 Centralized ignition key switch, with shutter
 Smart built-in signal
 Multi-reflector lights for better visibility
 Stylish, Chrome-plated silencer cover

SUZUKI ACCESS 125 TECHNICAL SPECIFICATIONS:

Dimensions And Dry Mass

Overall length 1780 mm

Overall width 650 mm

Overall height 1125 mm

Wheelbase 1250 mm

Ground clearance 160 mm

Seat height 780 mm

Dry mass 109 kgs

Engine

Type Four-stroke, Air-cooled,OHC

Number of cylinders 1
Displacement 124 cm3 (cc)

Max Power 6.4 Kw@7000rpm

(8.58hp@7000rpm)

Max Torque 9.8Nm@5000rpm (1.0kg-

m@5500rpm)

Air cleaner Non-woven fabric element

Transmission CVT

Starter system Self & Kick Self

Suspension

Front Telescopic

Rear Swing-arm

Brake

Front Drum brake (130 mm)

Rear Drum brake (130 mm)

Tyre Size

Front 90/100-10

Rear 90/100-10

Electrical
Spark plug CHAMPION P-RZ9HC

Battery 12V, 5Ah

Headlamp 12V 35/35W

Fuel Tank : Capacities

Tank capacity 6.4 L

Underseat space 20 L

 SUZUKI GS150R
The 150cc Segment is picking up in India. Suzuki has been a little conservative till
now with its bike models. Zeus and Heat and not extra ordinary, but it sells enough
to be seen here and there a while. The company took another step ahead with the
Access 125 Scooter. Suzuki’s foray into this segment is expected to be create
similar impact in the segment with the GS150R.

The engine of the Suzuki GS150R is said to be convenient for riding in the city.
The 150cc engine respires through a BS26 carburetter. It comes with Throttle
Positioning Sensor (TPS). GS150R's 149cc engine develops 13.8bhp of peak
power at 8500rpm and 13.4Nm of peak torque 6000rpm. According to Suzuki,
GS150R will return a mileage of 48kmpl in City and 55kmpl in Highway.

The engine uses engine balancer technology to minimise vibration and comes with
a rubber damper and a balancer shaft. It has a digital speedometer which shows
gear position, fuel level, speed, odometer, tripmeter and the tachometer is a neat
dial adjacent to the digital console.

Name: GS150R OTHER SPECIFICATIONS

Type: Commuter Weight: 134.00 kg

Top Speed: 120kph Ground Clearance:160.00 mm

Fuel Consumption: 48.00 Fuel Tank: 15.50 ltrs

City
Wheelbase: 1340.00 mm
Fuel Consumption: 55.00
Highway
Headlamp: Multi Reflector Halogen Bulb
ENGINE SPECIFICATIONS Wheel Type: Die Cast Alloys

Displacement: 149cc Wheel Size: 2.75x18 - 100/90-18 mm

Four Stroke, Single Tubeless: NO

Engine:
Cylinder, SOHC
Pearl nebular black, Metallic
Maximum Power: 13.8 Bhp @ 8500 rpm
Colors: flint gray, Candy max orange &
Maximum Torque: 13.4 Nm @ 6000 rpm Candy dark greenish blue.

Gears: 6 Manual

Bore: 57 ACTIVE AND PASSIVE SAFETY

Stroke: 58.6 Telescopic, Coil Springs, Oil

Suspension(Front):
Damped
No. of Cylinders: 1
Swing Arm Type Coil Spring,
Suspension(Rear):
Cylinder Oil & Gas Damped
SOHC
Configuration:
Brakes: Hydraulic Single Disc
Valve Per Cylinder: 2
Brakes(Rear): 130mm Drum
Cooling Type: Air Cooling
Stand Alarm: NO
BS26 - Throttle Positioning
Carburetor:
Sensor
COMFORT AND CONVENIENCE

DIMENSIONS Fuel Guage: Digital

Length: 2095.00 mm Self Start: YES

Width: 775.00 mm Tacho Meter: Analogue

Height: 1120.00 mm Trip Meter: Digital-1

Alloys: YES

Speedometer: Digital

Passenger
YES
Footrest:

Passenger NO
 Backrest:

Step-up Seat: YES

Pass-light: YES

Low Fuel
YES
Indicator:

 SUZUKI HAYABUSA
Suzuki bring the Hayabusa motorcycle to India. The Hayabusa – official
nomenclature is GSX 1300R – will pave the way for Suzuki’s foray into the
superbike segment in India. Competition, however, has already arrived in the shape
of Yamaha and Ducati motorcycles in India.

Powered by a 1340cc in line 4 cylinder engine, the Suzuki Hayabusa is likely to

sport a price tag of Rs 11 lakh. The bike was launched in the first week of
September 2008. Suzuki also launched a second superbike, the GSX-R 1000 in
November.Although boasting of a top speed of 397 km per hour as per recorded
figures, the bike that will come to India will have a speed limit of 299 km per hour.
Company think that the higher figure here is from some world record attempts,
while 299 km ph would be the official top speed. Do keep in though that superbike
or not, speed limits in most parts of India are at 60 kmph, and may go up to 100 km
ph on some of the expressways.Suzuki expects only a sale of around 150 units of
the Hayabusa in India per annum.
Name: Hayabusa

Type: Sports

Top Speed: 332kph OTHER SPECIFICATIONS

Weight: 220.00 kg

Ground Clearance: 120.00 mm

ENGINE SPECIFICATIONS
Displacement: 1340cc Fuel Tank: 22.00 ltrs

Engine: 4-stroke, 4-cylinder DOHC,rseWheelbase: 1480.00 mm

Maximum Power: 170 Bhp @ 9500 rpm Electrical System: NA

Maximum Torque: 127 Nm @ 6750 rpm Headlamp: NA

Gears: 6 Speed Horn: NA

Clutch: 120 Wheel Type: Alloys

Bore: 81 Wheel Size: 120/70 ZR17 - 190/50Z R17, tubeless

mm
Stroke: 63
Tubeless:
Cylinder Configuration: NA
Colors: NA
Engine Block Material: NA

Chassis Type: NA

Cooling Type: Liquid Cooling ACTIVE AND PASSIVE SAFETY

Suspension(Front): Inverted telescopic, 43mm inner
Carburetor: NA
Suspension(Rear): Progressive linkage, fully adjustable

Brakes: 6-piston caliper 320mm dual disc

DIMENSIONS Brakes(Rear): Twin piston caliper, 240mm disc
Length: 2195.00 mm
Stand Alarm:
Width: 740.00 mm

Height: 1170.00 mm

SUZUKI WARRANTY POLICY

Suzuki Motorcycle India Private Limited, (SMIPL) offers warranty for all models
manufactured in its Gurgaon plant and sold through its authorized dealers. Suzuki
Motorcycle India Private Limited reserves the right either to replace or repair, at
their authorized dealer, free of cost, those parts which may be found on
examination to have manufacturing defect within 2 years from the date of sale (or)
first 30,000 kms whichever occurs earlier of its operation.

If any of the free or paid service is not done as per schedule, the warranty tends to
stand void. Parts of the vehicle have been subjected to misuse, accident, and
negligent treatment, use of bad quality parts which are not manufactured (or) not
recommended for use by SMIPL on their motorcycles. Parts of the motorcycle
getting rusted or their plating or painting coming off due to atmospheric condition
like Sea Breeze and Industrial Pollution.

Motorcycle used for any Competition (i.e.) Rallies (or) Races, if it is used for any
commercial purposes like Hiring etc. SMIPL undertakes no liability in the matter
of any consequential loss (or) damage caused due to failure of the parts. Parts
repaired (or) replaced under this warranty are warranted only for the original
warranty period of Suzuki motorcycles. Consumables like Engine Oil, TFF Oil,
Grease, used for the warranty repair are not covered under the application of the
warranty.

SERVICE PROCEDURE

WASHING THE BIKE

FITTING OF SPARPARTS &

SUPERVISOR COMPLETE
MECHANICS
SPARPART FORTHER
TESTING
DELIVERY PROCESS
REQUICISION
/ ON
ENGINEER
TOROAD
THE (BIKE
(IF SPAREPART
CUSTOMER
REQUIRED)
WISE) DEPART.
SELLING SCHEME & RESULT:
Selling scheme is a Dealers Scheme that is useful to attract the
customer towards the showroom to purchase new bike. These all
selling schemes are provided to the customer within Rs.2000. Such
Selling Schemes are:

 RTO Free
 Insurance Free
 Petrol Free Up to some K.M or some Rupees.
 Reference Sales
 DSS (Door Sales Service)
 Exchange (It is a Major tool of Scheme/Conversion)

SALES OF SHOW ROOM:

Every showroom’s goal is to increase the sales. The “G.L. SUZUKI”

has a great sales of bike through providing different scheme, facility
and services to the customer. The Following figures are approximate:

 Daily 6 vehicles

 Monthly 160 Vehicles

 Yearly 1920 Vehicles.

MAJOR COMPETITORS
1) HERO HONDA MOTORS LIMITED
Hero Honda Motors Limited was established in 1984, as a joint venture between
India's Hero Group (world's largest bicycle manufacturers) and Japan's Honda
Motor Company. In 1985 production began with the launch of its first motorcycle,
the CD100, which gave 80 km to the liter. In 1987 the engine plant was started and
in 1989 the Company produced its 3,00,000th motorcycle. In 2001 Hero Honda
manufactured its 50,00,000th motorbike. Hero Honda has a reputation of being the
most fuel-efficient and the world's single largest two wheeler Company. Shri
Brijmohan Lall Munjal is the chairman and managing director of this Company.

During 80s, Hero Honda became the first company in India to prove that it was
possible to drive a vehicle without polluting the roads.

The unique features like fuel conservation, safety riding courses and mobile
workshops helped the group reach in the interiors of the country. Well-entrenched
in the domestic market, Hero Honda Motors Ltd. turned its attention overseas, and
exports have been steadily on the rise.

2) Honda Motorcycles & Scooters India Private Limited

Honda motors of Japan is not a new name in the two wheeler scenario in the
country, they were in a tie up with the Firodias owned Kinetic group. However in
the late 90s they parted ways after problems arose over issues like introduction of
new models, advertising expenditure, marketing strategies and other related issues.

In the mid 80 Honda motors of Japan joined hands with the largest bicycle maker
of India the Hero cycles to create Hero Honda which in a couple of decades or so
have gone on to become the single largest motorcycle company in the world.
Though Honda has come on its own on the Indian market yet it will be providing
technological support to Hero Honda for the next ten years.

Thus presenting a unique situation in which the company will be in direct

competition with the company which it has been associated for nearly two

decades. Honda Motorcycles and Scooters India limited, a 100% subsidiary of

Honda motor company Japan eventually entered the Indian market with Honda
Unicorn in 2004.

3) BAJAJ AUTO LTD.

Since 1986, there is a technical tie-up of Bajaj Auto Ltd. with Kawasaki Heavy
Industries of Japan to manufacture state-of-art range of latest two-wheelers in
India. The JV has already given the Indian market the KB series, 4S and 4S
Champion, Boxer, the Caliber series, and Wind125

Kawasaki Heavy Industries is a Fortune 500 company with a turnover of USD 10

billion (Rs. 45,840 crore). It has crafted new technologies for more than hundred
years.

The technologies of KHI have redefined space systems, aircrafts, jet engines,
ships,locomotive, energy plants, automation system, construction machinery, and
of course high reliability two-wheelers KHI has given the world its legendary
series of 600-1200cc Ninja and 1600 Vulcan bikes. Straight from its design boards,
the Kawasaki Bajaj Eliminator, India's first real cruiser bike, redefines the pleasure
of "biking" in looks as well as performance.

Bajaj is the first Indian two wheeler automobile company in the market since 1945
with the name M/s Bacharj trading corporation private limited. In 1959 M/s
Bacharj trading corporation private limited change its name as Bajaj Auto Ltd.
Bajaj Auto obtains license from the Government of India to manufacture two- and
three-wheelers vehicles in 1959.

4) TVS MOTORS LTD.

TVS Motor is a leading and trusted two wheeler company began with

the vision of TVS Scooty the founder of the Sundaram Clayton Group,

the late T.S. Srinivasan - 'to design, develop and produce an affordable moped for
the Indian family.' This vision was realized in 1980 when TVS 50, India's first two-
seater moped rolled out of the factory at Hosur in Tamil Nadu, Southern India. The
company has been known for its ruggedness and reliability.

TVS Motor has continually worked on innovation of the motorcycle

segment along with two wheeler range. The Suzuki Shaolin, developed by TVS
Suzuki is India's first 5-speed, 140 cc motorcycle. Another example of the
company success is TVS Scooty, a 60 cc Scooterette which keep one step ahead of
its time in India. The company is the third largest two-wheeler manufacturer in
India and ranks among the top ten globally. The company was the first in India to
launch 2-seater 50cc moped and 100cc Indo-Japanese motorcycles. At present TVS
Apache, TVS Victor, TVS Scooty,

TVS Centra and TVS Fiero are the popular bikes in Indian market

SCOPE OF STUDY
This study is aimed at providing SUZUKI MOTORCYCLES INDIA PVT. LTD.
with an insight on the consumer satisfaction pattern of Suzuki Access 125cc as
well as the customer’s response and awareness towards the brand, products and
services of Suzuki.

The data has been analyzed and presented in a simple and precise way on the basis
of which pertinent recommendations have been made to the company to better the
services, policies and strategies of the company in India. Companies also want
the Suggestion for improvement from users of Suzuki Vehicle & get
Feedback from customer.
1) AGE-WISE CLASSIFICATION OF SUZUKI
ACCESS 125CC
 AGE (IN YEARS) NO. OF RESPONDENTS PERCENTAGE (%)

18-25 49 49

26-35 26 26

36-45 19 19

46 & ABOVE 6 6
46 & above

36-45

18-25

26-35

Fig1 Age wise classification

ANALYSIS:
The above pie chart is showing that the customers of Access 125 are mainly
coming from the age group of 18-25 that is around 49% because that people of this
age group are passionate and are style freaks,

 we can say that Popularity of Access 125 is available in the age of 26-35
(around 26%) because of brand reputation in the world market.

2) GENDER-WISE CLASSIFICATION

MALE FEMALE

GENDER 71 29

PERCENTAGE (%) 71 29
 MALE
FEMALE

Fig 2 Gender wise classification

ANALYSIS:
Above Graph shows that 71% of respondents were Male and 29%of respondent
were Female.
 3) MARITAL STATUS CLASSIFICATION

MARRIED UNMARRIED

MARITAL STATUS 51 49

PERCENTAGE (%) 51 49

UNMARRIED; 49%

MARRIED
UNMARRIED

MARRIED; 51%

ANALYSIS:
In this pie chart it is very much clear that 51% of the Access 125 Customers are
Fig 3 Gender wise classification
married & 49% unmarried, so Suzuki Access 125 is mostly being accepted by the
family oriented people.

4) OCCUPATION-WISE CLASSIFICATION

OFFICIALS STUDENTS RETIRED OTHERS

OCCUPATION 37 55 3 5

PERCENTAGE (%) 37 55 3 5
 RETIRED; 3% OTHERS; 5%

OFFICIALS; 37%
OFFICIALS
STUDENTS
RETIRED
OTHERS

STUDENTS; 55%

Fig 4 Occupation wise classification

ANALYSIS:
Once again we found that Suzuki’s major customers are the students of colleges
and schools which consists 55%, as they want something special, new, stylish,
masculine and attractive and Suzuki is providing that in the form of Access 125.

5) INCOME-WISE CLASSIFICATION

INCOME (P.A) (IN ‘000) NO. OF RESPONDENTS PERCENTAGE (%)

75-100 2 2

100-125 18 18

125-150 49 49

150 & ABOVE 31 31

 75-100; 2%
150 & above;
31%
100-125; 18%

75-100
100-125
125-150
150 & above

125-150; 49%

Fig 5 Income wise classification

ANALYSIS:
In the income group distribution we can analyze those customers of Access 125
from the Middle income, 125-150 slab of income group are 49%. It shows that
Suzuki is placing their products in the appropriate price range. As the people of this
income bracket can easily afford this two-wheeler.

6) WHAT IS YOUR PRECEPTION ABOUT

SUZUKI AUTOMOBILE’S PRODUCT?

VERY GOOD GOOD AVERAGE BAD

NO, RESPONDENT 14 28 56 2

PERCENTAGE (%) 14 28 56 2
 BAD; 2%
VERY GOOD; 14%

VERY GOOD
GOOD
AVERAGE
BAD 28%
GOOD;
AVERAGE; 56%

Fig 6 Customer Satisfaction

ANALYSIS:
In this pie chart it is very much clear that customer perception about Suzuki
automobile’s product is average 56%, good=28% ,very good=14% and bad=2%.
 7) HOW DID YOU GET KNOW ABOUT SUZUKI?
ADVERTISEMENT FAMILY FRIEND’S DEALER’S

RESPONDENTS 44 22 18 6

PERCENTAGE (%) 44 22 18 6

FRIEND'S; 20%

DEALER'S; 7%

ADVERTISEMANT; 49%
ADVERTISEMANT
FAMILY
FRIEND'S
DEALER'S

FAMILY; 24%

Fig 7 How did you get to know about suzuki

ANALYSIS:
As we can see here the major promotional tool which is influencing the customers
is advertisements which is around 49%, after that the major source of awareness
among customers, is Family 24% & friend’s 20%.

So here we can say that Suzuki should produce better advertisements like Access
125 and they should link their ads with the emotions of the customers so that the
brand recognition by the customers will be for long time. The customers can still
recall the punch lines of Bajaj and Hero Honda such as HAMARA BAJAJ or
HERO HONDA DESH KI DHADKAN. such should also use such kind of heart
loving lines.

8) AS CUSTOMER OF SUZUKI MOTORCYCLES,

WHAT ARE YOUR FUTURE EXPECTATION
FROM SUZUKI?

60
50 49

40
30 29

20 14
10 8

0
MORE VARIETY MORE VALUE FOR MONEYIMPROVED QUALITY BETTER SALES SERVICE
 Fig 8 Customer Expectation

ANALYSIS:
As we can see that most of customer expect Suzuki motorcycles product is 49%
ask more value for money & 29% ask improved quality so company should
provided according to the needs and quality to the customer.

HERO HONDA TVS HONDA BAJAJ

RESPONDENTS 34 9 36 21

PERCENTAGE (%) 34 9 36 21
 9) WHICH BRAND ACCORDING TO YOU IS
GIVING THE MOST COMPETITION TO SMPIL IN
INDIA?

BAJAJ; 21%

HERO HONDA; 34%

HERO HONDA
TVS; 9% TVS
HONDA
HONDA; 36% BAJAJ

Fig 9 Competitor

ANALYSIS:
In this pie chart we can see that in India most competitive brand against Suzuki
motorcycles is Honda 36% & then Hero Honda 34% so to increase market share
and fight with competition SMIPL has to give customer wide range of product with
better quality.

10) DO YOU LIKE SUZUKI ACCESS 125?

VERY MUCH AVERAGE NOT SO MUCH

RESPONDENTS 54 43 3

PERCENTAGE (%) 54 43 3

Fig 10 Customer liking

NOT SO MUCH; 3%

AVERAGE; 43% VERY MUCH

AVERAGE
NOT SO MUCH
VERY MUCH; 54%

ANALYSIS:
As we can see that 54% customer like Suzuki Access 125 very much but 43%
customer consider Suzuki Access 125 average so company has to work to improve
its products.

11) WHAT ABOUT THE PRICE OF SUZUKI

ACCESS 125?
 HIGHLY PRICED AVERAGE PRICE LOW PRICE

RESPONDENTS 22 76 2

PERCENTAGE (%) 22 76 2

HIGHLY PRICED; 22%

LOW PRICE; 2%

HIGHLY PRICED
AVERAGE PRICE
LOW PRICE

AVERAGE PRICE; 76%

Fig 11 Price Satisfaction

ANALYSIS:

As per this pie chart 76% customer think that Suzuki Access 125 price is average
and 22% customer think that Suzuki Access 125% price is high so company can
maintain this price.

12) DO YOU THINK THAT THE SUZUKI ACCESS

125 IS CAPABLE TO ATTRACT TODAY’S
GENERATIONS?
YES NO CANNOT SAY

RESPONDENTS 69 22 9

PERCENTAGE (%) 69 22 9

NO; 22%
CAN'T SAY; 9%

YES
NO
CAN'T SAY

YES; 69%
Fig 12 Customer attraction

ANALYSIS:

In this pie chart we can se that 69% customer think that Access 125 can attract
today’s generation and 22% are think no, so company should more focus on
today’s generation.

13) WHAT IS THE BEST THING IN SUZUKI

ACCESS 125?
 PRICE; 11%

SERVICE; 13%
QUALITY; 43%
QUALITY

STYLE/DESIGN
SERVICE

PRICE

STYLE/DESIGN; 33%

Fig 13 Best thing in suzuki

ANALYSIS:
Above graph show that in Suzuki Access 125 the best thing is quality 43%,
style/design 33% so company should maintain his quality & style and improved his
service & price to increase satisfaction level.

14) HAS IT SERVED THE PURPOSE OF PURPOSE

OF PURCHASING?

YES NO AVEARAGE CAN’T SAY

RESPONDENTS 53 12 29 6

PERCENTAGE (%) 53 12 29 6
 AVEARAGE; 29%
CAN'T SAY; 6%

YES
YES;NO53%
AVEARAGE
CAN'T SAY

NO; 12%

ANALYSIS:
We can see that 53% are satisfied 29% are average satisfied and thinks that it is
worth purchasing so it is good for company.

Fig 14 Customer’s purpose fulfillment

15) SATISFIED WITH FREE SERVICE FROM THE
SHOWROOM?

YES NO

RESPONDENT 82 18

PERCENTAGE (%) 82 18
 NO; 18%

YES
NO

YES; 82%

Fig 15 Free Service Satisfaction

ANALYSIS:
In this pie chart we can see that 82% customers are satisfied with free service from
the showroom, so the company showroom can maintain its service & customer
relationship.

16) IS SUZUKI ACCESS 125 COMFORTABLE FOR

DRIVING & JOURNEY?

YES NO AVERAGE

RESPONDENTS 73 3 24

PERCENTAGE (%) 73 3 24
 AVERAGE; 24%

YES
NO
AVERAGE
NO; 3%

YES; 73%

Fig 16 Comfort in driving

ANALYSIS:
Above pie chart shows that 73% customers think that Suzuki Access 125 is
comfortable for driving & journey, so company should maintain quality of Access
125 and provide safety measures to the customer.

18) MAINTENANCE COST OF SUZUKI ACCESS

125?

HIGH AVERAGE LOW

RESPONDENTS 6 39 55

PERCENTAGE (%) 6 39 55
 HIGH
AVERAGE
LOW
HIGH; 6%

AVERAGE; 39%
LOW; 55%

ANALYSIS:
In this pie chart we can see that the maintenance of Suzuki Access 125 is 55% low
and 39% average as per respondents, so it is good for company and company
should maintain his product quality.

Fig 17 Service cost

19) DO YOU THINK THE VALUE OF MONEY
YOU SPENT ON SUZUKI ACCESS 125?

YES NO AVERAGE
 RESPONDENTS 69 3 28

PERCENTAGE (%) 69 3 28

AVERAGE; 28%

YES
NO
AVERAGE

NO; 3%

YES; 69%

ANALYSIS:

Above pie chart show that after purchasing Suzuki Access 125 69% customers
think that it is good value for money and 28% think that it is average for money.

Fig 19 value for money

20) WHAT IS YOUR LEVEL OF SATISFACTION
TOWARDS SUZUKI ACCESS 125?
0-25 25-50 50-75 75-100

RESPONDENTS 9 13 26 52
PERCENTAGE (%) 9 13 26 52

50-75; 18%
0-25; 3%
25-50; 5%
0-25
25-50
50-75
75-100
75-100; 74%

ANALYSIS:
In this pie chart we can see that 74% customers are highly satisfied and belong to
75-100 satisfaction level, 18% customer belong to 50-75 satisfaction level, so it is
good for company that people like Suzuki Acess125.

DATA INTERPRETATION
 Data Interpretation

 The survey shows that 56% customers have average & 28% customer have
good perception about Suzuki automobile product.

 The study shows that 44% respondents come to know about Suzuki Access
125 from “advertisement” and 22% respondents from family’s
recommendation.

 The survey shows that 49% customers expect Suzuki motorcycles to give
more variety and 29% expect it to improve quality of product.

 The survey shows that in India SMPIL faces biggest competition from
brands like Honda 36%, Hero Honda 34% and Bajaj 21%.

 The survey shows that 54% customers like Suzuki Access 125 very much
and 43% are like it averagely.

 The survey shows that 76% of customers believe price of Suzuki Access 125
is average whereas 22% think it is highly priced.

 The survey shows that 69% customers believe that Suzuki Access is capable
to attract today’s generation.

 The survey shows those 43% customers are believe that quality is the best
thing in Suzuki Access 125.
 CUSTOMER’S REVIEW

 The style of scooter is impressive, I am waiting for the how the market
responds but main key is priced comparative with Honda activa and mileage.
 Suzuki is globally known for quality, value for money & customer
satisfaction. They have taken care of every aspect. It’s a family vehicle.
Have style, comfort, safety, space & price I am sure will be at par with
competition.
 I am very much impressed by the looks, style of Access. It is likely to be
much dearer than Activa.
 Suzuki-Access-125. Its looks very nice I am sure price of scooter will be
defiantly competitive with Honda-Activa.
 I am suzuki’s loyal customer and I always believe in their products.
 SWOT ANALYSIS

1) STRENGTHS:
 Size and scale of parent company
 Effective Advertising Capability
 Committed and dedicated staff
 Pricing and quality
 Established brand
2) WEAKNESSES:
 Weak product diversity
 Scope of better after sale service
3) OPPORTUNITIES:
 Growing premium segment
 Become India’s leader
4) THREATS:
 Cut throat competition
 Increasing number of players in the market
 Increasing sales of market leader Honda Activa
 Increasing rates of interest on finance
 SUMMARY
AND
CONCLUSION
 RECOMMENDATIONS

To increase the diversity of the products in different price segment so

as to increase presence of the brand and to improve the quality of after
sale service because after selling of a vehicle customer may has some
of the problem and customers come to solve their problem through
service and company should try to give proper service to satisfy
customer by solving their problem. Some other suggestions are as
follows:

 As people expect more mileage per kilometer, company should increase the
mileage of the Suzuki Vehicles.
 SMIPL should increase the production capacity as the customers have to
wait for 3-4 months for delivery of the Suzuki Access.
 Suzuki should introduce a low price moped.
 All parts should be available at service station. Because
sometime customer face the problem that parts are not available.
 Company should facilitate a Scheme for servicing Old Vehicles
so that the entire customer services their vehicle at company’s
service station.
 Suzuki increase in advertising in mass media to promote its sales.
 Company should manufacture motorcycles which can withstand for long
time on Indian roads.
 SMPIL should implement new marketing strategies to compete with Indian
competitor
 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 products which are best In terms of style & design.
Company’s recent Launches, Bikes like Suzuki Gixxer, GS150R, Hayabusa and
Scooter Suzuki Access have shaken the market leaders Like Bajaj, Hero & Honda
and 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 very competitive to focus on other factors to which influence the
consumer choice of product like product diversity, after sale services, mileage and
much 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.
Bibliography

About Suzuki Motorcycle. (2017). Retrieved from Suzuki:

https://www.suzukimotorcycle.co.in/aboutus#1-introduction

Auto India Car and Bike Magzine. (2017). New Delhi.

Auto Web India. (n.d.). Retrieved from https://www.autowebindia.com

Site Point Suzuki Progress. (n.d.). Retrieved from www.sitepoint.com

Suzuki reports growth in sale. (2017, June). Business Standard .

Two wheeler Market. (2017, May). Economic Times , p. 6.

 ANNEXURE

(QUESTIONNAIRE)

1. Name -________________________________________

2. Age – 18-25 26-35

36-45 46 and above

3. Gender- Male Female

4. Marital Status- Married Unmarried

5. Occupation-
Officials Students
Retired Others

6. Your income (per annum) (in thousands)?

Rs. 75-100 Rs. 100-125

Rs. 125-150 Rs. 150 above

7. What is your perception about Suzuki automobile’s product?

Very good Good Average Bad

8. How did you get to know about Suzuki?
Advertisement Family information

Friend’s recommendation Dealer’s recommendation

9. As a customer of Suzuki motorcycles, what are your future expectations

from company?
More variety more value for money

Improved quality Better after-sales service

10.Which brand according to you is giving the most competition to SMIPL in

India?

Hero Honda Tvs Honda Bajaj

11.Do you like the Suzuki Access 125?

Very much Average Not so much

12. What about the Price of Suzuki Access 125?

Highly priced Moderate/Avg price Low price

13. Do you think that the Suzuki Access 125 is capable to attract today’s
generations?
Yes No c cannot say

14. What is the best thing in Suzuki Access 125?

Quality Style/design Service Price
15. Has it served the purpose of purchasing?
Yes No Average Cannot say

16. Are you satisfied with free service from the showroom?
Yes No

17.Is Suzuki Access 125 comfortable for driving and journey?

Yes No Average

18. Maintenance cost of Suzuki Access 125?

High Moderate/Avg Low

19. Do you think worth the value of money you spent on Suzuki Access 125?
Yes No Average

20.What is your level of satisfaction towards Suzuki access?

0-25% 25-50% 50-75% 75-100%

21.Suggestions/Feedback, if any
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