Prathap Project Report

INTRODUCTION

CUSTOMER SATISFACTION:-

Satisfaction is a function of the difference between perceived performance and

expectations. Companies seeking to win in today’s markets must track their customer’s

expectations perceived to company’s performance and the customer satisfaction.

While assisting the satisfaction level a company must conclude that it can get a full

picture of customer satisfaction and dissatisfaction by simply running a complaint and

suggestions systems. As some times customer may feel that their complaints are minor.

Therefore companies instead of using complaints level as a measure of customer

satisfaction obtaining a direct measure of customer satisfaction by conducting periodic

surveys would provide more appropriate measures. The questionnaire can be made to a

random sample of their recent customers to find out how they feel about various companies

performance .They can also solicit buyers view on the competitors performance .So the

respondents can be asked a list out of problems they have had with the offer and to list out

improvements they could suggest. Companies could also ask the respondents to rate various

elements of the offer in terms of the importance of each element & how will the company

perform each element.

CUSTOMER RELATIONS:-

We will complete our discussion of customer decision making with brief

consideration relationship marketing. Many firms have established relationship marketing

programs to faster usage loyalty & a commitment to their companies’ products and services.

In this way relationship marketing is aimed at creating strong lasting relationship with core

group of customers. The emphasis is on developing long term bounds with customers by

making them feel good about how the company interacts with them & by giving them some

kind of personal connecting to the business.

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Ultimately it is to advantage to develop long term relationships with existing

customers because it is easier and less expensive to make an additional sale to an existing

customer than to make a new sale to a new customer. However, the effort involved for the

firm in developing and maintaining a customer relationship must be weighed against the

expected long term benefits.

Marketers must determine the life time value of a customer to ensure that the costs

of obtaining, servicing and communicating with the cost exceed the potential profits.

“Customer Satisfaction Survey for Maruti Suzuki Alto”

In this world of competition any organization cannot avoid Customers. It has become a

necessity for an organization for its survival in any industry so that customer

satisfaction plays important role in each an every product life cycle. Customer

satisfaction survey for Maruti Suzuki is the project conducted for Varun motors pvt.

Ltd in city of Hyderabad.

Today Companies are facing toughest competition ever. The intense competition

makes the companies to take the necessary steps.

To retain their existing customer as well as attract new once. In the environment

of advancement of the technology the companies are trying hard to keep the pace with

latest development.

This survey will help the company to know the customers satisfaction level and

feedback of customers at the product in Amravati. It will also help company to know

about the competitors. This will help company to know about wants and expectation of

customers.

The company can also know if there are any problems faced by the customers in

that region. This survey has conducted a geographical area in Hyderabad.

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Industry ProfileIndia's love affair with the automobile is famously embodied in the 1920's Rolls

Royce collections of the erstwhile maharajas. The growing middle class aspires for the

automobile for its convenience and as a status symbol. Upper middle class and wealthy car

owners employ full-time chauffeurs to navigate the aggressive and seemingly lawless

traffic patterns of most cities. The construction of expressways such as the Mumbai-Pune

expressway has opened up new touring opportunities. The expected launch of a Formula

One circuit in New Delhi is expected to spark public enthusiasm for a motor sporting

industry.

The automobile industry has changed the way people live and work. The earliest of

modern cars was manufactured in the year 1895. Shortly the first appearance of the car

followed in India. As the century turned, three cars were imported in Mumbai (India).

Within decade there were total of 1025 cars in the city.

The Automotive industry in India is one of the largest in the world and one of the fastest

growing globally. India manufactures over 11 million 2 and 4-wheeled vehicles and exports

about 1.5 million every year. It is the world's second largest manufacturer of motorcycles, with

annual sales exceeding 8.5 million in 2009. India's passenger car and commercial vehicle

manufacturing industry is the seventh largest in the world, with an annual production of more

than 2.6 million units in 2009. In 2009, India emerged as Asia's fourth largest exporter of

passenger cars, behind Japan, South Korea and Thailand.

As of 2009, India is home to 40 million passenger vehicles and more than 2.6 million cars

were sold in India in 2009 (an increase of 26%), making the country the second fastest growing

automobile market in the world. According to the Society of Indian Automobile Manufacturers,

annual car sales are projected to increase up to 5 million vehicles by 2015 and more than 9

million by 2020. By 2050, the country is expected to top the world in car volumes with

approximately 611 million vehicles on the nation's roads.

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A chunk of India's car manufacturing industry is based in and around the city of Chennai,

also known as the "Detroit of India". with the Indian city accounting for 60 per cent of the

country's automotive exports. Gurgaon and Manesar near New Delhi are hubs where all of the

Maruti Suzuki cars in India are manufactured. The Chakan corridor near Pune, Maharashtra is

another vehicular production hub with General Motors, Volkswagen/ Skoda, Mahindra and

Mahindra in the process of setting up or already set up facilities. Halol in Gujarat, Aurangabad in

Maharashtra, Kolkatta in West Bengal are some of the other automotive manufacturing regions

around the country.

History

Following economic liberalization in India in 1991, the Indian automotive industry has

demonstrated sustained growth as a result of increased competitiveness and relaxed restrictions.

Several Indian automobile manufacturers such as Tata Motors, Maruti Suzuki and Mahindra and

Mahindra, expanded their domestic and international operations. India's robust economic growth

led to the further expansion of its domestic automobile market which has attracted significant

India-specific investment by multinational automobile manufacturers. In February 2009, monthly

sales of passenger cars in India exceeded 100,000 units and has since grown rapidly to a record

monthly high of 182,992 units in October 2009. From 2003 to 2010, car sales in India have

progressed at a CAGR of 13.7%, and with only 10% of Indian households owning a car in 2009

(whereas this figure reaches 80% in Switzerland for example) this progression is unlikely to stop

in the coming decade. Congestion of Indian roads, more than market demand, will likely be the

limiting factor.

The first car ran on India's roads in 1897. Until the 1930s, cars were imported directly.

Embryonic automotive industry emerged in India in the 1940s. Following the independence, in

1947, the Government of India and the private sector launched efforts to create an automotive

component manufacturing industry to supply to the automobile industry. However, the growth

was relatively slow in the 1950s and 1960s due to nationalisation and the license raj which

hampered the Indian private sector. After 1970, the automotive industry started to grow, but the

growth was mainly driven by tractors, commercial vehicles and scooters. Cars were still a major

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luxury. Japanese manufacturers entered the Indian market ultimately leading to the establishment

of Maruti Udyog. A number of foreign firms initiated joint ventures with Indian companies.

In the 1980s, a number of Japanese manufacturers launched joint-ventures for building

motorcycles and light commercial-vehicles. It was at this time that the Indian government chose

Suzuki for its joint-venture to manufacture small cars. Following the economic liberalisation in

1991 and the gradual weakening of the license raj, a number of Indian and multi-national car

companies launched operations. Since then, automotive component and automobile

manufacturing growth has accelerated to meet domestic and export demands.

Supply Chain of Automobile Industry

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Supply Chain of Indian Automobile Industry:

The supply chain of automotive industry in India is very similar to the supply chain of the

automotive industry in Europe and America. The orders of the industry arise from the bottom of

the supply chain i. e., from the consumers and goes through the automakers and climbs up until

the third tier suppliers. However the products, as channelled in every traditional automotive

industry, flow from the top of the supply chain to reach the consumers. Automakers in India are

the key to the supply chain and are responsible for the products and innovation in the industry.

The description and the role of each of the contributors to the supply chain are discussed below.

Third Tier Suppliers: These companies provide basic products like rubber, glass, steel,

plastic and aluminium to the second tier suppliers.

Second Tier Suppliers: These companies design vehicle systems or bodies for First Tier

Suppliers and OEMs. They work on designs provided by the first tier suppliers or OEMs. They

also provide engineering resources for detailed designs. Some of their services may include

welding, fabrication, shearing, bending etc.

First Tier Suppliers: These companies provide major systems directly to assemblers. These

companies have global coverage, in order to follow their customers to various locations around

the world. They design and innovate in order to provide “black-box” solutions for the

requirements of their customers. Black-box solutions are solutions created by suppliers using

their own technology to meet the performance and interface requirements set by assemblers.

First tier suppliers are responsible not only for the assembly of parts into complete units

like dashboard, breaks-axel-suspension, seats, or cockpit but also for the management of second-

tier suppliers.

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Automakers/Vehicle Manufacturers/Original Equipment Manufacturers

(OEMs): After researching consumers’ wants and needs, automakers begin designing models

which are tailored to consumers’ demands. The design process normally takes five years. These

companies have manufacturing units where engines are manufactured and parts supplied by first

tier suppliers and second tier suppliers are assembled. Automakers are the key to the supply

chain of the automotive industry. Examples of these companies are Tata Motors, Maruti Suzuki,

Toyota, and Honda. Innovation, design capability and branding are the main focus of these

companies.

Dealers: Once the vehicles are ready they are shipped to the regional branch and from there, to

the authorised dealers of the companies. The dealers then sell the vehicles to the end customers.

Parts and Accessory: These companies provide products like tires, windshields, and air bags

etc. to automakers and dealers or directly to customers.

Service Providers: Some of the services to the customers include servicing of vehicles,

repairing parts, or financing of vehicles. Many dealers provide these services but, customers can

also choose to go to independent service providers.

Production statistics: The production of automobiles has greatly increased in the last

decade. It passed the 1 million mark during 2003-2004 and has more than doubled since.

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Production statistics table

YearCar

Production

 % Change Commercial  % Change Total Vehicles

Prodn.

 % Change

2009 2,166,238 17.34 466,456 -4.08 2,632,694 11.40

2008 1,846,051 7.74 486,277 -9.99 2,332,328 3.35

2007 1,713,479 16.33 540,250 -1.20 2,253,999 10.39

2006 1,473,000 16.53 546,808 50.74 2,019,808 19.36

2005 1,264,000 7.27 362, 755 9.00 1,628,755 7.22

2004 1,178,354 29.78 332,803 31.25 1,511,157 23.13

2003 907,968 28.98 253,555 32.86 1,161,523 22.96

2002 703,948 7.55 190,848 19.24 894796 8.96

2001 654,557 26.37 160,054 -43.52 814611 1.62

2000 517,957 -2.85 283,403 -0.58 801360 -2.10

1999 533,149 285,044 818193

Indian automotive companies

Chinkara Motors: Beachster, Hammer, Roadster 1.8S, Rockster, Jeepster, Sailster

Hindustan Motors: Ambassador

ICML: Rhino Rx

Mahindra: Major, Xylo, Scorpio, Bolero, Thar

Premier Automobiles Limited: Sigma, RiO

San Motors: Storm

Tata Motors: Nano, Indica, Indica Vista, Indigo, Indigo Manza, Indigo CS, Sumo, Safari, Xenon, Aria.

Foreign automotive companies in India

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Vehicles manufactured or assembled in India

BMW India: 1 Series, 3 Series, 5 Series.

Fiat India (in collaboration with Tata Motors): Grande Punto, Linea, Palio Stile.

Ford India: Ford Figo, Ikon, Fiesta, Endeavour.

General Motors India

Chevrolet (CSPIL): Spark, Beat, Aveo U-VA, Aveo, Optra, Cruze, Tavera.

Honda Siel: Jazz, City, Civic, Accord.

Hyundai Motor India: Santro, i10, i20, Accent, Verna Transform, Sonata Transform.

Mahindra Renault: Logan

Maruti Suzuki: 800, Alto, WagonR, Estilo, A-star, Ritz, Swift, Swift DZire, SX4, Omni,

Versa, Eeco, Gypsy, Grand Vitara

Mercedes-Benz India: C-Class, E-Class.

Mitsubishi[ (in collaboration with Hindustan Motors): Lancer, Lancer Cedia, Pajero

Nissan Motor India: Micra.

Toyota Kirloskar: Etios, Corolla, Innova, Camry.

Volkswagen India: Polo, Vento, Jetta, Passat.

Audi India: A4, A6, Q5.

Škoda Auto India: Fabia, Octavia, Laura, Superb.

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Vehicles imported to India

Audi: A8, S4, S6, S8, TT, R8, Q5, Q7.

Bentley: Arnage, Azure, Brooklands, Continental GT, Continental Flying Spur,

Mulsanne.

BMW: 5 Series GT, 6 Series, 7 Series, X1, X3, X5, X6, X6 M, M3, M5, M6 and Z4.

Bugatti: Veyron

Chevrolet: Captiva.

Fiat: 500, Bravo.

General Motors: Hummer H2, Hummer H3.

Honda: Civic Hybrid, CR-V.

Hyundai: Santa Fe.

Jaguar: XF, XJ, XK.

Lamborghini: Gallardo, Murciélago.

Land Rover: Range Rover, Range Rover Sport, Discovery 4, Freelander 2.

Maybach: 57 and 62.

Mercedes-Benz: CL-Class, GL-Class, M-Class, R-Class, CLS-Class, S-Class, SL-Class,

SLK-Class, Viano, SLS.

Mitsubishi: Montero, Outlander, Evo X.

Nissan: Teana, X-Trail, 370Z, GT-R.

Porsche: 911, Boxster, Panamera, Cayman, Cayenne.

Rolls Royce: Ghost, Phantom, Phantom Coupé, Phantom Drophead Coupé.

Škoda: Yeti, Superb.

Suzuki: Grand Vitara.

Toyota: Land Cruiser, Land Cruiser Prado, Fortuner*, Prius.

Volkswagen[: Beetle, Tiguan, Touareg, Phaeton.

Volvo: S60, S80, XC60, XC90.

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Commercial vehicle manufacturers in India

Indian brands

Force

Hindustan Motors

Premier

Tata

AMW

Joint Venture Brands

Ashok Leyland - originally a JV between Ashok Motors and Leyland Motors, now 51%

owned by Hinduja Group

Mahindra Navistar - a 51:49 JV between Mahindra Group and Navistar International

Swaraj Mazda - originally a JV between Punjab Tractors and Mazda, now 53.5%

owned by Sumitomo Group

Foreign brands

Volvo makes Trucks and Buses in Bangalore, Karnataka

Tatra

MAN - as a JV with Force Motors, makes MAN Trucks in India

Mercedes-Benz sells luxury buses in India

Scania

Iveco

Hino

Isuzu

Piaggio

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Electric car manufacturers in India

Ajanta Group

Mahindra

Hero Electric

REVA

Tara International

Tata

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COMPANY PROFILE

Maruti

The old logo of Maruti Suzuki India Limited. Later the logo of Suzuki Motor Corp. was also

added to it Maruti Suzuki India Limited is a publicly listed automaker in India. It is a leading four-

wheeler automobile manufacturer in South Asia. Suzuki Motor Corporation of Japan holds a majority

stake in the company. It was the first company in India to mass-produce and sell more than a million

cars. It is largely credited for having brought in an automobile revolution to India. It is the market leader

in India and on 17 September 2007, Maruti Udyog was renamed Maruti Suzuki India Limited. The

company's headquarters are in Gurgaon, Haryana (near Delhi).

Profile

The old logo of Maruti Suzuki India Limited. Later the logo of Suzuki Motor Corp. was also

added to it

'To Munsiyari on a Maruti 800', Uttarakhand Himalayas

Maruti Suzuki plant in Gurgaon

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Maruti Suzuki is one of India's leading automobile manufacturers and the market leader in the

car segment, both in terms of volume of vehicles sold and revenue earned. Until recently,

18.28% of the company was owned by the Indian government, and 54.2% by Suzuki of Japan.

The Indian government held an initial public offering of 25% of the company in June 2003. As

of 10 May 2007, Govt. of India sold its complete share to Indian financial institutions. With this,

Govt. of India no longer has stake in Maruti Udyog.

Maruti Udyog Limited (MUL) was established in February 1981, though the actual production

commenced in 1983 with the Maruti 800, based on the Suzuki Alto kei car which at the time was

the only modern car available in India, its' only competitors- the Hindustan Ambassador and

Premier Padmini were both around 25 years out of date at that point. Through 2004, Maruti has

produced over 5 Million vehicles. Marutis are sold in India and various several other countries,

depending upon export orders. Models similar to Marutis (but not manufactured by Maruti

Udyog) are sold by Suzuki and manufactured in Pakistan and other South Asian countries.

The company annually exports more than 50,000 cars and has an extremely large

domestic market in India selling over 730,000 cars annually. Maruti 800, till 2004, was the

India's largest selling compact car ever since it was launched in 1983. More than a million units

of this car have been sold worldwide so far. Currently, Maruti Alto tops the sales charts and

Maruti Swift is the largest selling in A2 segment.

Due to the large number of Maruti 800s sold in the Indian market, the term "Maruti" is

commonly used to refer to this compact car model. Till recently the term "Maruti", in popular

Indian culture, was associated to the Maruti 800 model.

Maruti Suzuki India Limited, a subsidiary of Suzuki Motor Corporation of Japan, has been the

leader of the Indian car market for over two decades.

Its manufacturing facilities are located at two facilities Gurgaon and Manesar south of

New Delhi. Maruti’s Gurgaon facility has an installed capacity of 350,000 units per annum. The

Manesar facilities, launched in February 2007 comprise a vehicle assembly plant with a capacity

of 100,000 units per year and a Diesel Engine plant with an annual capacity of 100,000 engines

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and transmissions. Manesar and Gurgaon facilities have a combined capability to produce over

700,000 units annually.

More than half the cars sold in India are Maruti cars. The company is a subsidiary of

Suzuki Motor Corporation, Japan, which owns 54.2 per cent of Maruti. The rest is owned by the

public and financial institutions. It is listed on the Bombay Stock Exchange and National Stock

Exchange in India.

During 2007-08, Maruti Suzuki sold 764,842 cars, of which 53,024 were exported. In all,

over six million Maruti cars are on Indian roads since the first car was rolled out on 14 December

1983.

Maruti Suzuki offers 15 models, Maruti 800, Omni,Esteem, Baleno, Alto, Versa, Ritz,

Gypsy, A Star, Wagon R, Zen Estilo, Swift, Swift Dzire, SX4, and Grand Vitara. Swift, Swift

dzire, A star and SX4 are maufactured in Manesar, Grand Vitara is imported from Japan as a

completely built unit (CBU), remaining all models are manufactured in Maruti Suzuki's Gurgaon

Plant.

Suzuki Motor Corporation, the parent company, is a global leader in mini and compact

cars for three decades. Suzuki’s technical superiority lies in its ability to pack power and

performance into a compact, lightweight engine that is clean and fuel efficient.

Maruti is clearly an “employer of choice” for automotive engineers and young managers

from across the country. Nearly 75,000 people are employed directly by Maruti and its partners.

The company vouches for customer satisfaction. For its sincere efforts it has been rated

(by customers)first in customer satisfaction among all car makers in India for ten years in a row

in annual survey by J D Power Asia Pacific.

Maruti Suzuki was born as a government company, with Suzuki as a minor partner to

make a people's car for middle class India. Over the years, the product range has widened,

ownership has changed hands and the customer has evolved. What remains unchanged, then and

now, is Maruti’s mission to motorise India.

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Partner for the joint venture

Suzuki Swift

Pressure started mounting on Indira and Sanjay Gandhi to share the details of the

progress on the Maruti Project. Since country's resources were made available by mother to her

son's pet project. A delegation of Indian technocrats was assigned to hunt a collaborator for the

project. Initial rounds of discussion were held with the giants of the automobile industry in Japan

including Toyota, Nissan and Honda. Suzuki Motor Corporation was at that time a small player

in the four wheeler automobile sector and had major share in the two wheeler segment. Suzuki's

bid was considered negligible.

In the initial rounds of discussion the giants had their bosses present and in the later

rounds related to the technical discussions executives of these automobile giants were present.

Osamu Suzuki, Chairman and CEO of the company ensured that he was present in all the rounds

of discussion. Osamu in an article writes that it subtly massaged their (Indian delegation) egos

and also convinced them about the sincerity of Suzuki's bid. In the initial days Suzuki took all

steps to ensure the government about its sincerity on the project. Suzuki in return received a lot

of help from the government in such matters as import clearances for manufacturing equipment

(against the wishes of the Indian machine tool industry then and its own socialistic ideology),

land purchase at government prices for setting up the factory Gurgaon and reduced or removal of

excise tariffs. This helped Suzuki conscientiously nurse Maruti through its infancy to become

one of its flagship ventures.

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Joint venture related issues

Maruti Suzuki's A-Star vehicle during its unveiling in Pragati Maidan, Delhi. A-Star, Suzuki's

fifth global car model, was designed and is made only in India. Besides being Suzuki's largest

subsidiary in terms of car sales, Maruti Suzuki is also Suzuki's leading research and development

arm outside Japan

Relationship between the Government of India, under the United Front (India) coalition

and Suzuki Motor Corporation over the joint venture was a point of heated debate in the Indian

media till Suzuki Motor Corporation gained the controlling stake. This highly profitable joint

venture that had a near monopolistic trade in the Indian automobile market and the nature of the

partnership built up till then was the underlying reason for most issues. The success of the joint

venture led Suzuki to increase its equity from 26% to 40% in 1987, and further to 50% in 1992.

In 1982 both the venture partners had entered into an agreement to nominate their candidate for

the post of Managing Director and every Managing Director will have a tenure of five years

Initially R.C.Bhargava, was the managing director of the company since the inception of

the joint venture. Till today he is regarded as instrumental for the success of Maruti Udyog.

Joining in 1982 he held several key positions in the company before heading the company as

Managing Director. Currently he is on the Board of Directors. After completing his five year

tenure, Mr. Bhargava later assumed the office of Part-Time Chairman. The Government

nominated Mr. S.S.L.N. Bhaskarudu as the Managing Director on 27 August 1997. Mr.

Bhaskarudu had joined Maruti in 1983 after spending 21 years in the Public sector undertaking

Bharat Heavy Electricals Limited as General Manager. Later in 1987 he was promoted as Chief

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General Manager, 1988 as Director, Productions and Projects, 1989 Director, Materials and in

1993 as Joint Managing Director.

The Suzuki Motor corporation didn't attend the Annual General Meeting of the Board

with the reason of it being called on a short notice. Later Suzuki Motor Corporation went on

record to state that Mr. Bhaskarudu was "incompetent" and wanted someone else. However, the

Ministry of Industries, Government of India refuted the charges. Media stated from the Maruti

sources that Bhaskarudu was interested to indigenise most of components for the models

including gear boxes especially for Maruti 800. Suzuki also felt that Bhaskarudu was a proxy for

the Government and would not let it increase its stake in the venture. If Maruti would have been

able to indigenise gear boxes then Maruti would have been able to manufacture all the models

without the technical assistance from Suzuki. Till today the issue of localization of gear boxes is

highlighted in the press.

The relation strained when Suzuki Motor Corporation moved to Delhi High Court to

bring a stay order against the appointment of Mr. Bhaskarudu. The issue was resolved in an out-

of-court settlement and both the parties agreed that R S S L N Bhaskarudu would serve up to 31

December 1999, and from 1 January 2000, Jagdish Khattar, Executive Director of Maruti Udyog

Limited would assume charges as the Managing Director. Many politicians believed, and had

stated in parliament that the Suzuki Motor Corporation is unwilling to localize manufacturing

and reduce imports. This remains true, even today the gear boxes are still imported from Japan

and are assembled at the Gurgaon facility.

Industrial relations

For most of its history, Maruti Udyog had relatively few problems with its labour force.

Its emphasis of a Japanese work culture and the modern manufacturing process, first instituted in

Japan in the 1970s, was accepted by the workforce of the company without any difficulty. But

with the change in management in 1997, when it became predominantly government controlled

for a while, and the conflict between the United Front Government and Suzuki may have been

the cause of unrest among employees. A major row broke out in September 2000 when

employees of Maruti Udyog Ltd (MUL) went on an indefinite strike, demanding among other

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things, revision of the incentive scheme offered and implementation of a pension scheme.

Employees struck work for six hours in October 2000, irked over the suspension of nine

employees, going on a six-hour tools-down strike at its Gurgaon plant, demanding revision of the

incentive-linked pay and threatened to fast to death if the suspended employees were not

reinstated. About this time, the NDA government, following a disinvestments policy, proposed to

sell part of its stake in Maruti in a public offering. The Staff union opposed this sell-off plan on

the grounds that the company will lose a major business advantage of being subsidised by the

Government.

The standoff with the management continued to December with a proposal by the

management to end the two-month long agitation rejected with a demand for reinstatement of 92

dismissed workers, with four MUL employees going on a fast-unto-death. In December the

company's shareholders met in New Delhi in an AGM that lasted 30 minutes. At the same time

around 1500 plant workers from the MUL's Gurgaon facility were agitating outside the

company's corporate office demanding commencement of production linked incentives, a better

pension scheme and other benefits. The management has refused to pass on the benefits citing

increased competition and lower margins.

Services offered

Current sales of automobiles

1. Maruti 800: Launched - 1983

2. Maruti Omni: Launched - 1984

3. Maruti Gypsy: Launched - 1985

4. Maruti Alto: Launched - 2000

5. Maruti Wagon-R: Launched - 2001

6. Maruti Grand Vitara Launched - 2004

7. Maruti Suzuki Swift: Launched - 2005

8. Maruti Swift Dzire: Launched - 2008

9. Maruti Suzuki A-STAR: Launched - 2008

10. Maruti Suzuki Ritz: Launched - 2009

11. Maruti Suzuki Zen Estilo: Re-launched - 2009

12. Maruti Suzuki SX4: Re-launched - 2009

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Obsolete Car Models

Maruti Esteem

Maruti Baleno

Maruti Versa

Authorized service stations

Maruti is one of the companies in India which has unparalleled service network. To

ensure the vehicles sold by them are serviced properly, Maruti has 2628 listed Authorized

service stations and 30 Express Service Stations on 30 highways across India.

Service is a major revenue generator of the company. Most of the service stations are

managed on franchise basis, where Maruti trains the local staff. Other automobile companies

have not been able to match this benchmark set by Maruti. The Express Service stations help

many stranded vehicles on the highways by sending across their repair man to the vehicle.

Maruti insurance

Launched in 2002 Maruti provides vehicle insurance to its customers with the help of the

National Insurance Company, Bajaj Allianz, New India Assurance and Royal Sundaram. The

service was set up the company with the inception of two subsidiaries Maruti Insurance

Distributors Services Pvt. Ltd and Maruti Insurance Brokers Pvt. Limited.

This service started as a benefit or value addition to customers and was able to ramp up easily.

By December 2005 they were able to sell more than two million insurance policies since its

inception.

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Maruti Finance

To promote its bottom line growth, Maruti launched Maruti Finance in January 2002.

Prior to the start of this service Maruti had started two joint ventures Citicorp Maruti and Maruti

Countrywide with Citi Group and GE Countrywide respectively to assist its client in securing

loan. Maruti tied up with ABN Amro Bank, HDFC Bank, ICICI Limited, Kotak Mahindra,

Standard Chartered Bank, and Sundaram to start this venture including its strategic partners in

car finance. Again the company entered into a strategic partnership with SBI in March

2003Since March 2003, Maruti has sold over 12,000 vehicles through SBI-Maruti Finance. SBI-

Maruti Finance is currently available in 166 cities across India.

"Maruti Finance marks the coming together of the biggest players in the car finance business.

They are the benchmarks in quality and efficiency. Combined with Maruti volumes and

networked dealerships, this will enable Maruti Finance to offer superior service and competitive

rates in the marketplace".

— Jagdish Khattar, Managing director of Maruti Udyog Limited in a press conference

announcing the launch of Maruti Finance on 7 January 2002

Citicorp Maruti Finance Limited is a joint venture between Citicorp Finance India and Maruti

Udyog Limited its primary business stated by the company is "hire-purchase financing of Maruti

vehicles". Citi Finance India Limited is a wholly owned subsidiary of Citibank Overseas

Investment Corporation, Delaware, which in turn is a 100% wholly owned subsidiary of

Citibank N.A. Citi Finance India Limited holds 74% of the stake and Maruti Udyog holds the

remaining 26%. GE Capital, HDFC and Maruti Udyog Limited came together in 1995 to form

Maruti Countrywide. Maruti claims that its finance program offers most competitive interest

rates to its customers, which are lower by 0.25% to 0.5% from the market rates.maruti is the best

car in the world

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Maruti TrueValue

Main Article: Maruti True Value

Maruti True service offered by Maruti Udyog to its customers. It is a market place for used

Maruti Vehicles. One can buy, sell or exchange used Maruti vehicles with the help of this service

in India.

N2N Fleet Management

N2N is the short form of End to End Fleet Management and provides lease and fleet

management solution to corporates. Its impressive list of clients who have signed up of this

service include Gas Authority of India Ltd, DuPont, Reckitt Beckoner, Sonar Steering,

Doordarshan, Singer India, National Stock Exchange and Transworld. This fleet management

service include end-to-end solutions across the vehicle's life, which includes Leasing,

Maintenance, Convenience services and Remarketing.

Accessories

India's Corps of Military Police personnel patrolling the Wagah border crossing in the Punjab in

a Maruti Gypsy.

Many of the auto component companies other than Maruti Udyog started to offer components

and accessories that were compatible. This caused a serious threat and loss of revenue to Maruti.

Maruti started a new initiative under the brand name Maruti Genuine Accessories to offer

accessories like alloy wheels, body cover, carpets, door visors, fog lamps, stereo systems, seat

covers and other car care products. These products are sold through dealer outlets and authorized

service stations throughout India.

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Maruti Driving School

A Maruti Driving School in Chennai

As part of its corporate social responsibility Maruti Udyog launched the Maruti Driving School

in Delhi. Later the services were extended to other cities of India as well. These schools are

modelled on international standards, where learners go through classroom and practical sessions.

Many international practices like road behaviour and attitudes are also taught in these schools.

Before driving actual vehicles participants are trained on simulators.

"We are very concerned about mounting deaths on Indian roads. These can be brought down if

government, industry and the voluntary sector work together in an integrated manner. But we felt

that Maruti should first do something in this regard and hence this initiative of Maruti Driving

Schools."

— Jagdish Khattar, at the launch ceremony of Maruti Driving School, Bangalore

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Exports

Maruti Suzuki has helped India emerge as the fourth largest exporter of automobiles in Asia.

Shown here is Maruti Gypsy in Malta.

Maruti Exports Limited is the subsidiary of Maruti Udyog Limited with its major focus

on exports and it does not operate in the domestic Indian market. The first commercial

consignment of 480 cars were sent to Hungary. By sending a consignment of 571 cars to the

same country Maruti crossed the benchmark of 300,000 cars. Since its inception export was one

of the aspects government was keen to encourage. Every political party expected Maruti to earn

foreign currency.

Angola, Benin, Djibouti, Ethiopia, Europe, Kenya, Morocco, Sri Lanka, Uganda, Chile,

Guatemala, Costa Rica and El Salvador are some of the markets served by Maruti Exports.

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VARUN MOTORS PROFILE

MR.V.Prabhu Kishore founded the “Varun Group” in 1992 at Vishakhapatnam by

establishing Bajaj Auto Dealership from a monthly sale of 200 two & three wheelers initially, it

has reached to a monthly sales volume of 2500units.As of now, approximately 1, 50,000 two &

three wheelers are delivered by Varun Motors.

The “Varun Group” took Maruti Udyog Ltd., dealership in 1996 out of sheer merit with

one of India’s largest and most modern automobile showrooms measuring 18000 sft. As of now,

it has sold close to 25,000 cars. On account of Varun Motors Ltd, good work at Vizag Maruti

Udyog Ltd., awarded Hyderabad sales & service outlet to Varun Maruti Ltd.

VARUN MOTORS LTD is the number no dealer in sales and service for Maruti Udyog

Ltd in the state of Andhra Pradesh. As on 31st March 2006, VARUN MOTORS LTD., sold 7744

vehicles in the state and serviced.

“Varun Group” is also involved in hire purchase and finance with its associate firms,

Varun Finance, Varun Leasing & Lakshmi Finance, actively involved in hire purchase and

financial activities to the tune of 850 lakhs.

“Varun Group” is also in construction of residential and commercial Complexes in

Hyderabad, Banglore, Visakhapatnam and Vijayawada. So far 5.0 lakh sft. of residential and

office accommodation has been successfully built and handed over to the buyers by associated

Companies viz., Varsha Builders pvt.ltd., Continental Builders.

As of now the “Varun Group” is engaged in such diverse business as dealership of

Vehicles, Hire purchase, Construction, transportation and mobile phones. It has over 2000

employees in its pay roll with an annual turnover of Rs.600crores with outlets in Hyderabad,

Visakhapatnam and Vijayawada. It is targeting to achieve a turnover of Rs.650crores for the

current year making it one of the fastest growing Companies in the state.

As recognition for our committed customer service we got the ISO 9002 certification.

The objectives of the company in established are:

a) To carry n the business of selling and servicing in all kind of cars related to Maruti

Udyaog.

b) To carry on business of selling spares and accessories of all description and types.

c) To carry on business of buying used cars and selling them.

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INFRASTRUCTURE:

HYDERABAD: Showroom is situated in the prime locality of Begumpet main road with a 3500

sft. Of built up space. Workshops are located in Begumpet and Balanagar prime locations.

Begumpet workshop is newly renovated machanics. Balanagar workshop is a state of art

construction with a space of 3600 sft.built up area in 3 levels. It is situated just 6kms.away form

showroom having MUL trained mechanics and equipped with modern equipments.

VISAKHAPATNAM: Show room is situated in the prime locality of Siripuram with a 17000 sft

space. It is one of the biggest showrooms in Maruti dealerships across the country.

Workshops are located one in Siripuram with 1700 sft. And another in Gajuwaka admeasuring

2500sft. and equipped with Mul trained mechanics and most modern equipments.

Awards

All India MGA off take 2002-03 rank-4th by All India dealer’s conference, Kuala

Lumpur.

Best performance Balance Score Card 2002-03 Cat: 2nd runner-ups.

Best performance Balance (Zen, Wagon R & Alto) 2002-03.

Out of 4 major wheeler car showrooms Varun Motors stands in the 1st position in selling

Maruti cars, Varun Motors has to maintain this position.

The Varun Motors has framed new strategies to gain all the potential customers.

Varun Motors has made a marketing team to target the middle class and above middle

class people as customers for the compact car segment.

SERVICES OFFERED

The following products are offered by Maruti Suzuki:-

1. Maruti 800: Launched 1983. Largest selling car in India, until 2004. Cheapest car in

India. 3 Face-Lifts.(P)

2. Maruti Omni: Launched 1984. 2 Face-Lifts.(P)

3. Maruti Gypsy: Launched 1985.(P)

4. Maruti Wagon-R:Launched 1999, 2 Face-Lifts.(P)

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5. Maruti Alto: Launched 2000. Currently the largest selling car in India. 1 Face-Lift.

({{Tooltip|P|Petrol

6. Maruti Versa (2003-) (P)

7. Maruti Zen Estilo(2005-) (P)

8. Maruti Suzuki Swift 1 very small face-lift(2006- ) (P & D)

9. Maruti Suzuki SX4 (May 2007- ) (P & D)

10. Maruti Grand Vitara Sports Utility Vehicle Launched in (July 2007- ). Imported(P)

11. Maruti DZiRE Sedan Version of swift launched in (March 2008- ) (P)

12. Suzuki Splash launched in 2008

13. Suzuki A-Star launched in 2008

14. Maruti Omni Face-Lift in 2009

Upcoming models in 2008

1. New Mini-SUV in 2010 Likely to be a four-door Jimny.

2. New Luxury Sed010an in 2 Likely to be a production version of the Kizashi.

Future Maruti Suzuki Plans

1. New Swift in 2011

2. New Alto

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(Price wise product segmentation by Maruti Suzuki)

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GENERAL DESCRIPTION OF MODELS

MARUTI 800

Maruti 800 is a city car manufactured by Maruti Udyog in India .It

used to be the largest selling car in India until the Maruti Alto

recently took that title. It is also exported to a number of countries in

southeastern Asia including Bangladesh and Sri Lanka, and to some

South American markets (as Chile, sold as Suzuki Maruti), and was available in selected

European markets between 1988 and 1992, sold as the Suzuki Maruti. In Morocco it is currently

sold as Suzuki Maruti (as of March 2008). The car comes in different versions including one

with air conditioning and one without. It was launched in December 1984 with almost 100%

imported components.

MARUTI OMNI

The Maruti Omni is a microvan manufactured by Indian automaker Maruti

Udyog Limited. The first version of Maruti Omni had the same 796 cc

engine as the Maruti 800 city car. This was the second vehicle to be

launched by Maruti, one year after the 800, in 1984. Later version of the

Omni includes the

Omni (E), released in 1996, 796 cc engine, 8 seater capacity vehicle

Omni XL - 1999, same engine, modified with a higher roof.

Omni Cargo LPG - 2004, created to answer the growing popularity of this car being

used as an inter-city cargo vehicle.

Omni LPG - 2003, same 796 cc engine, added with a factory fitted LPG Kit, authorised by the

Indian RTOs (Regional Transport Offices). This makes it the most economic 4 wheeler in India,

as far as the driving costs are concerned.

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MARUTI GYPSY

The Maruti Gypsy is a four wheel drive SUV based on

the Suzuki SJ long wheel base. Produced in India, it is

also a common sight in Chile and Kenya. Within Europe,

it is most often found in Malta and Hungary. In contrast

to the Suzuki, the Maruti is available with 4 seats and a sizeable trunk. The Maruti Gypsy is

available as a "soft top", "hard top " and as an "ambulance car". In India, it is widely used by the

police and defense forces. In civilian use, the Gypsy is a popular choice as a low-cost SUV and is

a common sight at rally events.

MARUTI WAGON-R

The Maruti Wagon-R is a made for

India version of Suzuki Wagon R. The

Wagon-R was born out of Japanese kei-

jido-sha restrictions which dictated a

limited length and engine size. This

boxy, tall-boy design has now completed five years of presence on Indian roads. Now the car has

found a market for itself, especially among young Indian urban professionals who don't mind its

boxy slab-sided looks, but value its Maruti lineage. The car is currently among India's top five

best-selling cars.

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MARUTI ALTO

The Maruti Alto is a city car manufactured by Maruti

Udyog in India. It is the best-selling car in India. It is

India's largest selling car and has recently crossed the 1

million production figure.It is exported to a number of

countries including Bangladesh and Sri Lanka, and to

Chile. Alto has crossed the 150,000 export target. The

popularity of the Alto has increased over the past few years, mainly due to the reduction in

prices. This reduction in prices has mainly come in due to the reduction in excise duty over time.

It has now become the first choice of young car buyers intending to upgrade from a 2 wheeler.

Some of its appeal is from stylish looks, attractive features, and impressive fuel economy at very

affordable prices compared to the other cars in the Indian market.

MARUTI

VERSA

The Maruti Versa is a micro van produced by

Maruti Udyog Limited and sold in India since

October 2001. The Versa is a clone of the now

discontinued Suzuki Carry. It is the second van

released by Maruti Udyog since the Maruti Omni was released in 1984. There are two basic

versions of this car in production; the two 8-seater DX/DX2 versions, and the 5-seater STD

version. The DX2 version of the Versa is equipped with twin air conditioners for front and rear.

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MARUTI SUZUKI SWIFT

The MARUTI Suzuki Swift is name plate

marketed by Suzuki carried by vehicles of three

distinct derivations:

Generations I, II, III: a super mini that

began as an export nameplate of the

Japanese domestic market of suzuki .

Generation IV: the current JDM, Europe and Oceana generation, a significant departure

from the previous models, marketed solely under the nameplate "Swift". (this article)

Canadian Swift+: the current Canada-only generation marketed under the Suzuki swift.

Currently this varient is hot seller in India in the mini car segment.

MARUTI

SUZUKI SX4

In an attempt to strengthen its position in the of Sedan

cars market, Maruti Udyog Ltd. has launched its premium

model bearing name SX4. After Maruti Suzuki Swift,

SX4 is the second international model being launched in

India. Suzuki SX4, is an A3 segment sedan car, with a

perfect combination of style, performance, safety and

comfort. There are two versions of Suzuki SX4: Vxi and Zxi that gets power from latest and

efficient 1.6-litre M-Series engine delivering impressive 102 BHP of power. Having the price tag

of between Rs. 6-6.5 Lacs, Maruti Suzuki SX4 will provide tough competition to its rivalry

models like Ford Fiesta, Hyundai Verna, Honda City, and Indigo XL.

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MARUTI SUZUKI DZIRE

Maruti Swift Dzire is the new entry level sedan

from Indian automaker Maruti Suzuki. Launched

on March 26 2008, Maruti DZiRE is based on the

popular Maruti Swift platform. The DZire

replaces Maruti Suzuki’s popular entry level

sedan, Maruti Suzuki Esteem, production of which was discontinued in late 2007. Maruti Suzuki

has introduced DZire only in the Indian market. The car is pitted against the other entry level

sedans in the Indian market, such as the Mahindra Renault Logan and the Tata Indigo.

MARUTI SUZUKI ESTEEM

Sophisticated big structured Maruti Suzuki

esteem is one of the old car of the Maruti Udyog

group. To run this huge car its engine is made of

lightweight all-aluminum. This contemporary

engine has capacity of 65 bhp at 6000 rpm.

According to *Mileage (Auto India, Nov 2005),

Esteem holds the topmost position on mileage among the other category of cars including the

small cars. The Esteem was introduced in the global market in 1995 as Suzuki's first attempt in

the compact segment, at the time dominated by European cars such as the Volkswagen

Bora/Jetta and Opel Astra, and Japanese models such as the Nissan Sunny / Sentra and Toyota

Corolla. As a North American replacement for the Suzuki Swift sedan (the 3-door hatchback

remained after it was redesigned in 1995), it was built on a slightly stretched Suzuki Cultus

platform for improved cabin room, but otherwise sharing most of internal components with the

smaller model — and marketed as a distinct model.

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MARUTI SUZUKI BALENO

The Baleno has the looks and feel of a winner. This was

Maruti Udyog's first D-segment car launched in India to

compete with the Mitsubishi Lancer and the Honda City.

This is also Suzuki's biggest passenger car and in Japan and

other markets. The Baleno is called the Cultus in Japan.

Suzuki restyled the Baleno in 1999. The car was given a new

front end, with a rounder grille and new headlights, and the engine lineup was expanded.

MARUTI SUZUKI GRAND VITARA

The Suzuki Grand Vitara is a compact SUV,

namely a long-wheelbase version of the

Vitara, produced by the Japanese automaker

Suzuki since 1999. It was face lifted in 2002

and 2004, and redesigned in 2006. A

rebadged version was sold in North America

by General Motors as the Chevrolet Tracker.

The Tracker is sold in Latin America, but

Mexico, as Chevrolet Grand Vitara. In

Mexico, Grand Vitara and Tracker are different vehicles, sold by Suzuki and Chevrolet

respectively The 2006 model has had a structural redesign with a new ladder-boxed chassis

integrated into a unibody construction. In India, it is sold as a Maruti.

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MARUTI SUZUKI ZEN-ESTILO

Estilo has got Wagon R's engine and chassis and Suzuki

MR Wagon's shape. Whatever remains is taken from Zen,

well does anything remain actually? This is the mixture of

zen and wagon -R. 'Zen Estilo'. In essence it’s stylish

Wagon R, Japan's MR Wagon, combination of the two or

anything but Zen. It seems Maruti wants to exploit Zen brand-image hence named this car after

Zen. With this model MSL has given its B segment a new variant by which it may compete with

the models of other company.

MARUTHI ALTO K10

Maruti Suzuki today launched another version of

Brand Alto, equipped with a K-series, 998 cc engine.

This version, called 'Alto-K10', comes with improved

suspension, new cable-type transmission, superior

brake system and more knee-room for rear seat

passengers. On the occasion of Alto-K10 launch, Mr.

Shinzo Nakanishi, Managing Director and CEO,

Maruti Suzuki India, said “The Alto's package of

performance, fuel efficiency and attractive cost of ownership have together made it India's most

popular car. The Alto-K10 will take this forward. There are a growing number of first time

buyers who seek more power, performance and attitude in their car, without having to stretch all

the way to buy a higher segment car. The Alto-K10 is meant for them”.

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AWARDS FOR COMPANY

Awards for 2010

Ritz got following awards

Car of the year 2010.

Compact car of the year of 2010.

Premium Hatch back of the year 2010.

Awards for 2009

Ritz got following awards

Most appealing premium compact car India appeal study 2009.

Best premium compact car initial quality, India quality study 2009.

J.D. ASIA PACIFIC REPORT

Maruti Suzuki Ranks Highest in Automotive Customer Satisfaction in India

for a Ninth Consecutive Year.

SINGAPORE: 21 October 2008 — For a ninth consecutive year, Maruti Suzuki ranks

highest in customer satisfaction with authorized dealer service in India, according to the

J.D. Power Asia Pacific 2008 India Customer Service Index (CSI) Study SM released on

21 October 2008.

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The study, now in its 12th year, measures satisfaction among vehicle owners who

visited their authorized dealership service center for maintenance or repair work during

the first 12 to 18 months of ownership, which typically represents the warranty period.

Overall satisfaction is determined by examining seven measures (listed in

order of importance):

problems experienced; service quality; user-friendly service; service advisor; service

initiation; service delivery; and in-service experience.

Maruti Suzuki achieves an overall CSI score of 820 on a 1,000-point scale. Overall

customer satisfaction with dealer service for the industry improves slightly in 2008—up

by 3 points since 2007, with six of the 11 ranked brands demonstrating gains. While

ranking below the industry average, Tata and Mahindra emerge as the most improved

brands, respectively, particularly in the areas of service initiation, quality of service

advisors and in-service experience.

“Maruti Suzuki has effectively implemented simple procedures that improve

satisfaction with the value of work performed and perceptions of the fairness and honesty

of the dealer, such as greeting service customers quickly upon arrival and fully explaining

charges and repairs,” said Mohit Arora, senior director at J.D. Power Asia Pacific,

Singapore. “Instituting these low-effort, yet high-impact practices helps to foster trust

among customers, which is critical to building loyalty for future service and sales

opportunities.”

The study finds that the proportion of vehicles brought in and serviced within the

same day has increased to 55 percent this year from 49 percent in 2007. Quick completion

of service is a key source of customer delight, particularly for customers who visit the

dealer for routine maintenance.

“Quick service turnaround induces a feeling of convenience and comfort for

customers, especially as life styles become more fast paced,” said Arora. “Dealers that

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provide expedient service not only delight their customers but also benefit from greater

dealership profitability as a result of high levels of asset utilization.”

The study also finds that customer-reported costs of operation for petrol-powered

vehicles have risen by seven percent since 2007, primarily due to rising fuel costs. In

contrast, owners of diesel-powered vehicles report a minimal increase in operating costs in

2008, compared with 2007. The overall cost of vehicle operation is an aggregation of three

components: fuel; repair and maintenance; and tire expenses.

“Consumers in India have traditionally exhibited higher sensitivity to the costs of

vehicle operation, compared with consumers in other international markets,” said Arora.

“In India, customer intent to recommend a model or repurchase a make is strongly

influenced by satisfaction with vehicle operating costs.”

The study finds that overall advocacy rates have declined, with 77 percent of

owners in 2008 reporting that they “definitely would” recommend their vehicle make,

compared with 82 percent in 2007. Customer loyalty rates have remained stable from

2007, with 64 percent of owners in 2008 saying they “definitely would” repurchase their

vehicle make, compared with 63 percent in 2007. However, the study also finds that rates

of advocacy and loyalty are much higher among highly satisfied customers (those with

satisfaction scores averaging above 867) than among customers with lower levels of

satisfaction. Approximately 94 percent of highly satisfied customers say they “definitely

would” recommend their vehicle make, and 84 percent report they “definitely would”

repurchase their vehicle make. In contrast, among customers with the lowest levels of

satisfaction (averaging below 709), only 55 percent of customers “definitely would”

recommend, and only 43 percent report that they “definitely would” repurchase their

current vehicle make The 2008 India Customer Satisfaction Index (CSI) study is based on

responses from more than 5,594 owners of nearly 41 different vehicle models.

The study was fielded from May to August 2008 and includes customers who

purchased their vehicles between November 2006 and August 2007.

The company takes great pride in sharing that customers have rated Maruti Suzuki

first once again in Customer Satisfaction Survey conducted by independent body,

J.D.Power Asia Pacific. It is 9th time in a row.

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The award mirrors the company's commitment towards "Customer Obsession"

The company vouches for customer satisfaction. For its sincere efforts it has

been rated (by customers) first in customer satisfaction among all car makers in India

for nine years in a row in annual survey by J D Power Asia Pacific.

KEY INITIATIVES FOR SATISFYING CUSTOMERS

Car pickup & delivery facility for women car owners

Quote Unquote: "The study finds that vehicle pickup and delivery before and after

service has a strong impact on customer satisfaction. In particular, customers who say that

their vehicle was picked up from their doorstep before service and delivered to the same

point after service are notably more delighted with their after-sales service experience,

compared with customers who do not receive this service...."

Car Safety device: Immobilizer

The company used technology to meet customer needs and even delight them.

Following feedback that the company's cars were more prone to theft owing to their resale

value, the company worked on an anti-theft immobilizer or "I-Cats;" system for all its new

cars.

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Setting up "Express Service Bays" & "2 - Technician Bays"

As the name suggests the company set out to delight its customers by offering

them faster car service by introducing new concepts such as Express Service Bays & 2-

Technicians Bays. These are done for customers who are hard pressed for time.

Both the initiatives undertaken in this direction have helped improve customer

interface and also helped increase the productivity and capacity of existing workshops.

Mega Camps

The company aggressively conducts 'Mega Camps' throughout the country round

the year.

Activities undertaken during a mega camp include complimentary car wash, AC &

Pollution check up, oil and fuel top ups, wheel alignments etc.

Apart from mega camps workshop camps like A/C checkup camps, PUC and

general check-up camps, Locality camps , Pre monsoon camps etc are also regularly

conducted as part of customer connect initiatives.

Service at your Door Step through Maruti Mobile Support

Another unique initiative is the door step service facility through Maruti Mobile

Support. Maruti Mobile Support is a first of it's kind initiative and is expected not only to

help the company reach out customers in metro cities but also as a mean to reach semi

urban /rural areas where setting up of new workshop may not be viable.

Complete Car Needs

The company's effort of providing all car-related needs -- from learning to drive a

car at Maruti Driving Schools to car insurance, extended warranty and eventually

exchanging the existing car for a new one -- under one roof at dealerships also enhances

customer satisfaction.

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Maruti Suzuki has been ranked no.1 in the 2010 JD Power India Customer Service

Index study for an eleventh consecutive year followed by Fiat at the second place, ahead of

Honda, Toyota, Hyundai to emerge as the most improved brand this year.

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STATEMENT OF THE PROBLEM

The purpose of conducting this research is to get the actual idea about the

experiences of customers and their satisfaction level with Maruti Suzuki. What types of

problem they face after purchasing the vehicles. The purpose of conducting this research is

also to find out expectations of customers for Maruti Suzuki. Users were selected and then

the analysis was formed regarding the people’s beliefs, satisfaction and expectations about

the Maruti Suzuki.

This was basically the problem that was discovered to conduct this project i.e.

“Customer satisfaction survey for Maruti Suzuki.”

NEED FOR THE STUDY

Maruti Suzuki is a no.1 and largest sellers in small cars segments in India. This kind of

products are very easy to purchase and drive, based on Indian economic situation and

environments.

Maruti Suzuki provided many service centers across India so, they want to know about

their customer’s satisfaction on their products.

Customer satisfaction is a function of perceived performance and expectation. Feelings of

satisfaction arise when customers compare their perceptions of the performance of a product or

service to their desires and expectations. If the perceived performance equals or exceeds a

consumer’s expectations, then the consumer is satisfied.

But if perceived performance falls short of his or her expectations, then the consumer is

dissatisfied, Decisions to defect or to defect or to patronize the products of a firm are dependent

on a number of factors such as service, customer relationship, quality and over all service

satisfaction.

Satisfactory after-sales service is important as the customer approaches the service station

in case of any problem or damage. The service station has to provide quality service and original

compared to other service stations.

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The cost should be low and appearance of the car also good. If the servicefalls short of

expectations the consumer will be disappointed otherwise he is satisfied.

The company’s success has to be driven by customer centric policies and teamwork to

achieve progress and productivity.

The philosophy of Maruthi udyog emphasizing the “pursuit of excellence” in designing

and manufacturing, technologically and qualitatively superior products and increasing economic

value for its stake holders.

It takes care of its customer through value based competitive pricing and good after

service.

The company focuses on providing “value for money” through its pricing strategies and

after-sales service.

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OBJECTIVES OF THE STUDY

Primary objectives:-

1. Conduct customer satisfaction survey for Maruti Suzuki Alto.

2. To find out customer expectations from Maruti Suzuki Alto.

3. To study the factors those satisfy and delight the customer.

Secondary objectives:-

1. To find out problem faced by customers.

2. To understand the customers requirement from the Maruti Suzuki.

3. To know customer opinion about Maruti Suzuki’s alto vehicles.

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SCOPE OF STUDY

The customer is always right. This is incontrovertible. Customer belongs at the

heart of every business because without them there is no business. Without their money,

there is no exchange. Therefore, for any company, the customer is the starting point that

influence very move.

Marketing is based on this logic. It is process by which a company finds out what

its customers want and need, and then delivery it in a way that that makes as much profit

as possible.

Because marketing focuses on customers, the heart of every business and sources of

all income, it follows logically that marketing as a mere function of business to be

performed intermittently.

By focusing on different customers, a marketing orientation gives a company an

edge over those who focus more on different products, selling and the production.

Marketing opportunity arise when customer wants and need arise. There is no point in

trying to sell something for which there is no demand. The production process must be

informed by customer demand. Customer will not often buy just because it is exist.

Customers are satisfied when offered what are needs. In practice, they are not all that easy

to please. Marketing is also about predicting what customer will want and need in the

future. It is native have to think that customers needs and want remain constant, adopting

the customer-centered approach to a business will involve change

As psychiatrists have noted, change is always stressful but often necessary. Wants

and needs change along with markets, product, and cultures.

The SLEPT FACTOR (social, legal, economical, political, and technological) can

affect the behavior of customers, the market they form, and the ways in which a company

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can respond. To stay ahead of competition, a change in outlook must occur. Innovation

should be encouraged.

Marketing has been conceptualized and accepted as an activity directed at

satisfying need and wants through exchange process. The “Marketing Concept” is

essentially the satisfaction of the customer needs through integrated marketing with the

intend to satisfy the customers while earning the profit. The basic idea is that a satisfied

customer will likely to repurchase, leading to increase sales and share for the firm.

Integrated marketing activities amied at producing customer satisfaction include what

have been referred to as 4 P’s of marketing, namely product, promotion, price & place.

Generally marketing is conceder as the Primary functional area in the firm that works to

satisfy the firm’s customers. It is true that customer satisfaction is the result of total

marketing efforts, industry has generally failed to recognized the importance of customer

as provided by physical distribution to the customer satisfaction and has not effectively

integrated customer service with the other component of marketing mix.

Customer’s expectations:

Customer is defined as anyone who receives that which is produced by the

individual or organization that has value. Customer’s expectations are continuously

increasing. Brand loyalty is a thing of past. Customer seek out products and producers that

are best able to satisfy there requirements. A product does not need to be rated highest by

the customer on all dimensions, only those they think are important.

Customer perceived value:

Customer perceived value is difference between the prospective customer’s

evaluation of all the cost of an offering and the perceived alternatives. Total customer

value is perceived monetary value of the bundle of economics, functional and

psychological benefits customer expect from the given marketing offering.

Delivering high customer value the key to generating high customer loyalty is to deliver

high customer value. According to Michel Lanning, a company must design a

competitively superior value deliver system.

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Customer satisfaction:

Satisfaction is the person’s feelings of pleasure or disappointment resulting from

comparing a product’s perceived in relation to his or her expectations. In general, if

performance of the products matches the expectations, the customer is said to be satisfied.

Customer satisfaction, a business term, is a measure of how products and services supplied

by a company meet or surpass customer expectations. In a competitive marketplace where

business complete for customers, customer satisfaction is seen as a key differentiator and

increasingly has become a key element of business strategy. If performance exceeds

expectations, the customer is said to be highly satisfied or delighted. If the performance

falls short of expectations, the customer is said to be dissatisfied.

Measuring customer satisfaction:

Organizations are increasingly interesting in retaining existing customers while

targeting non-customers measuring customer satisfaction provides an indication of how

successful the organization is at providing products and/or services to the marketplace.

Customer satisfaction is an ambiguous and abstract concept and the actual manifestation

of the state of satisfaction will vary from person to person and product/service to

product/service.

The state of satisfaction depends on a number of both psychological and physical

variables which correlate with satisfaction can also vary depending on other options the

customer may have and other products against which the customer can compare the

organization’s products. Importance to measure customer satisfaction:

While is it is critical to be in sync with the overall business objectives of the organization,

it is also critical to be in tune with information requirements of users, and the value they

find in services provided by the info center. In order to be perceived as integral assets to

their organizations, most information professionals are concerned with expanding their

activities, and serving more customers better.

Building on a loyal customer or user base is the best and easiest way to grow your

business. Just as companies find it costs approximately five times more to acquire new

customers than it costs to keep a customer, Info Centers will find it most cost effective to

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grow by building on the services now provided to loyal, committed customers. To

continue earning that customer loyalty, information professionals must keep tabs on the

satisfaction levels and perceptions of value held by Info Center users.

Strategies to develop the new business should always be balanced by strategies to

retain existing business and ensure ongoing satisfaction of existing customers. There is an

also real bottom- line reason for measuring customer satisfaction.

Positive results from customer satisfactions studies will make a strong statement in

support of continued funding for Info Center activities.

Tools for measuring Customer Satisfaction

Complaint and Suggestion Systems:

A customer-centered organization makes it easy for customers to register

suggestions and complaints. Companies also using web sites and e-mail for quick, two-

way communication.

Customer Satisfaction Survey:

Responsive companies measure customer satisfaction directly by conducting

periodic surveys.

Ghost Shopping:

Companies can hire people to pose as potential buyers to report on strong and weak

points experienced in buying the company’s and competitor’s products.

These shoppers can even test the company’s sales personnel handle various situations.

Lost Customer Analysis:

Companies should contact customers who have stopped buying or who have

switched to another supplier to learn why this happened.

Focus Groups:

Focus groups can be held on an informal or formal basis. On an informal basis,

consider having a group of users meet for coffee or lunch to discuss their satisfaction with

services being evaluated. On a more formal basis, a facilitator with experience in leading

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focus groups can work with personnel to plan questions and activities to elicit perception

of value and satisfaction from participants.

Customer Satisfaction Survey:

Study show that although customers are dissatisfied with one out of every four

purchases, less than five percent of dissatisfied customers will complain. Most customers

will buy less or switch to other supplier. Complaint levels are thus not good measure of

customer satisfactions responsive companies measure customers.

Satisfaction directly by conducting periodic survey. They send questionnaire or

make telephonic calls to a random sample of recent customers. They also solicit buyer’s

views on there competitor performance.

While collecting customer satisfaction data, it is also useful to asked additional

questions to measure re purchase intention; this will normally be high if his customer

satisfaction is high. It is also useful to measure likely hood or willingness to recommend

the company and brand to others. A high positive word-of-mouth score indicates that the

company is producing high customer satisfaction.

Customer satisfaction helps company in knowing the wants, needs and expectation

of customers. It also helps to collect feedback about products. This will assist company in

new product development.

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LIMITATIONS OF STUDY

Though the research was conducted properly, the probability of errors & biases

kept is minimum; still some errors occurred because of certain limitation.

These are as follows:-

a) A very short span of time for research.

b) Sample size is 100

c) Study is restricted to only Hyderabad city.

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RESEARCH METHODOLOGY

RESEARCH DESIGN

Research methodology is a process to systematically solve the research problem. It

may be understood as a science of studying how research is done scientifically. Why a

research study has been undertaken, how the research problem has been defined. In what

way and why the hypothesis has been formulated, what data have been collected and

particular method has been adopted. Why particular technique of analyzing data has been

used and a host of similar other questions are usually answered when we talk of research

methodology concerning a research problem or study.

A research design serves as a bridge between what has been established (the

research objectives) and what is to be done, in the conduct of the study. In this project

research done is of conclusive nature. Conclusive research provides information that help

in making a rational decision.

Descriptive design was choose to measure the satisfaction level of customers on the

basis of different parameters such as quality, price, features, technology, after sale

services etc.

This design ensured complete clarity and accuracy. It also ensured minimum bias in

collection of data and reduced the errors in data interpretation. Statistical method was

followed in this research because the data was of descriptive nature and it also enabled

accurate generalizations.

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SOURCES OF DATA

Primary data:

Primary data are those which are collected a fresh and for the first time, and thus

happen to be original in character. It was collected through questionnaire and personal

interviews.

Secondary data:

The secondary data are those which have already been collected by someone else

and which have already been through the statistical process. The data were collected in the

form of company profile and produce profile from the web sites and news paper. Some of

the books were referred for theoretical concepts.

RESEARCH TOOLS:

Structured questionnaire is used to collect the data from the respondents.

SAMPLING PLAN

Simple random sampling

SAMPLE SIZE

100 Customers

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1) Annual Income of the respondent?

2 to 3 3 to 5 5 to 8 8 above0

5

10

15

20

25

30

35

40

45

50

55

60

Respondents

Annulal Income in lacks

Respondents

Interpretation:

From the above chart it is observed that the highest buyers among the consumers income

group comes under Rs. 300000 to Rs. 500000 and lowest buyers income group comes under

above Rs.800000.

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Annual income in lacks Respondents

2 to 3 32

3 to 5 48

5 to 8 18

8 above 2

  100

2. Age of the respondent?

Age in years Respondents

<25 5

25 to 34 46

35 to 44 31

>45 18

  100

5

4631

18

Respondents

<2525 to 3435 to 44>45

Interpretation:

From the above chart it is observed that the highest buyers among the consumers age

group comes under 25 to 34 years and lowest consumers age group comes under<25 years.

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3. From how many years you are using this model?

Years Respondent

0 to 2 32

2 to 4 46

4 to 6 18

6 to 8 4

  100

0 to 2 2 to 4 4 to 6 6 to 80

5

10

15

20

25

30

35

40

45

50

Years

Respondent

Res

pon-

dent

s

Interpretation:

From the above chart it is observed that the highest buyers among the consumers are

using this model comes under 2 to 4 years and lowest consumers are using this model comes

under 6 to 8 years.

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4. Preference for choosing this particular model?

Preference Respondents

Comfort 16

Mileage 38

Features 8

Performance 6

Looks 4

Price 28

  100

16

388

64

28

Respondents

ComfortMileageFeaturesPerformanceLooksPrice

Interpretation:

From the above chart it is observed that the 38% of the consumers gave preference to

mileage,28% of consumers preference is price.

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5. Are you satisfied with this model?

Satisfaction Respondents

Yes 90

No 10

  100

Yes No0

102030405060708090

Satisfaction

Respondents

Res

pond

ents

Interpretation:

From the above chart it is observed that 90% of the customers are satisfied with the

model.

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6. What was the source of information for the purchase of this model?

Source Respondents

Family 26

Friends 44

Media 20

Mechanic 7

Dealer 3

  100

Family Friends Media Mechanic Dealer

0

5

10

15

20

25

30

35

40

45

Respondents

Res

pon-

dent

s

Interpretation:

From the above chart it is observed that 44% of the customers are ready to purchase this

model through the friends, 26% of the consumers are ready to purchasing this model through the

family, 20% of the consumers are purchasing through the media.

7. What is the pre sale experience for purchasing this car?

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Excellent Good Average Below Average0

10

20

30

40

50

60

Respondents

Res

pond

ents

Interpretation:

From the above chart it is observed that 60% of the customers pre sales experience is

excellent, 29% of the customers are feeling good.

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Pre sales experience Respondents

Excellent 60

Good 29

Average 11

Below Average 0

  100

8. What is the post sale experience?

Post sale experience Respondents

Excellent 46

Good 42

Average 10

Below Average 2

  100

46

42

10

2

Respondents

ExcellentGood AverageBelow Average

Interpretation:

From the above chart it is observed that 46% of the customers opinion about the post

sales experience is excellent, 42% of the customers are feeling good.

9. How will you maruti alto on the basis of value for money?

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Value for money Respondents

Above expectation 21

Below expectation 7

As per expectation 72

  100

Above ex

pectati

on

Below ex

pectati

on

As per

expect

ation

0

10

20

30

40

50

60

70

80

Respondents

Res

pond

ents

Interpretation:

From the above chart it is observed that 72% of the customers opinion on the basis of

value for money is as per expectation, 21 % of the customers opinion on the basis of value for

money is above expectation.

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10. Do you find easy availability of spare parts?

Availability of spares Respondents

Yes 92

No 8

  100

92

8

Respondents

Yes No

Interpretation:

From the above chart It is observed that,92% of the customers are saying that spare parts

availability are easy, just 8% of customers are struggling to find the spares.

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11. Would you like to repurchase another model of maruti?

Repurchase Respondents

Yes 76

No 24

  100

Yes No0

10

20

30

40

50

60

70

80

Respondents

Res

pond

ents

Interpretation:

From the above chart it is observed that, 76% of the customers are ready to

repurchase the Maruti’s car, 24% are not ready to purchase the car.

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12. Would you like to recommend the maruti car to your friends/relatives?

Recommend Respondents

Yes 73

No 27

  100

Yes No0

10

20

30

40

50

60

70

80

Respondents

Res

pond

ents

Interpretation:

It is observed that, 73% of the customers are ready to recommend the car to the

friends and relative, 27% are not ready to recommend the car to the friends and relatives.

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13. In which sector do you think/feel maruti should improve?

Which sector should

improve Respondents

Price 8

Quality 35

Service 31

Others 26

  100

Price Quality Service Others0

5

10

15

20

25

30

35

Respondents

Res

pond

ents

Interpretation:

From the above chart it is observed that 35% of the customers are of opinion that Maruti

should improve in quality, 26% of the customers are of opinion that Maruti should improve in

others like features.

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14. How do you rate overall service of maruti?

Overall Service of Maruti Respondents

Excellent 54

Good 36

Average 8

Below Average 2

  100

54

36

8

2

Excellent Good Average Below Average

Respondents

Interpretation:

From the above chart it is observed that 54% of the customers opinion that the overall

service of the maruti is excellent, 36% of the customers are saying good.

Findings

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It is observed that

1. The prospective segment is from the business and self employed class.

2. The company should concentrate on the age group 26-34.

3. Maruti should continue to maintain the standard of the service.

4. It is observed that, 72% of the respondent are of opinion that vehicles are as per

expectation, and 7% are saying its below expectation.

5. Company should improve its post sales service.

6. The customer highest priority is for the mileage.

7. Maruti Suzuki needs to improve its awareness about Add-on-Services like any time

Maruti, MEW etc.

8. Customers are highly satisfied with the service which helps in customer retention

9. It is observed that, 35% of the customers are of opinion that Maruti should improve in

quality, and 31% of the opinion that Maruti should improve in Service.

10. Customers are highly satisfied which help in customer retention.

11. Company has created goodwill among the customers which will help them to

recommend car to friends and relatives.

CONCLUSION

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It has been observed that most customers are satisfied with pre sales services

similarly most of these customers are dissatisfied with the post sales service which is the

matter of concern for the company.

Maruti Suzuki needs to improve some parts of products specifically the interiors.

High customer satisfaction level helps the company to retain its existing customer as well

as generate new customer through word to mouth publicity.

According to this survey it is observed that most of the customers are satisfied with

the mileage. Most of the customers are saying maruti need to improve the quality system

and most of the customers wants innovative features.

Customer satisfaction index is a good tool to make improvements in the products

and services of the company. And therefore should utilize carefully & kept as confidential

as possible.

SUGGESTIONS

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After conducting the survey and knowing the market, I realized that:

1 The company should keep in mind the needs of young generation.

2 Company should improve the promotion strategy of product.

3. It will be beneficial for the company to make the warehouse near to the

showroom and there should be roof facility, adequate security facility in

the warehouse.

4. The Company should know its customers satisfaction level continually through

periodic surveys.

5. Company should improve/upgrades its employee’s product knowledge,

market situation, and its competitor’s knowledge by giving proper training

to employee.

6. Company should upgrade or innovate its new product.

7. The Company should not only concentrate on the customer satisfaction but

also the company led to monitor their competitor’s performance in their

areas of operations.

8. The Company should make changes according to the other competitors &

according to the customer’s expectations.

QUESTIONNAIRE

Dear Sir/Madam

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I, B.Prathap kumar pursuing MBA II year in J.B Institute of engineering and technology,

doing a project titled “Customer Satisfaction with reference to Maruti Suzuki Alto At

VARUN MOTORS PVT. LTD.”, seek your cooperation in the completion of my project work

by responding to the following questions. I request your honest response to the questionnaire. I

assure you that data will be kept confidential and used only for the academic purpose.

Name: - Address: -

Occupation:- Contact No:-

Age of Respondent

a) <25 b) 25-34

c) 35-44 d) 45 & above

Annual Income

a) 2-3 lack b) 3-5 lack

c) 5-8 lack d) 8 and above

1. From how many years you are using this model?

a) 0-2 years b) 2-4 years

c) 4-6 years d) 6-8 years

2. Preference for choosing this particular model?

a) Comfort b) Mileage

c) Feature d) Performance

e) Looks f) Price

3. Are you satisfied with this model?

a) Yes b) No

4. What was the source of information for the purchase of this model?

a. Family b. Friends c. Media d. Mechanics e. Dealers

5. What is the Pre-sales experience for purchasing this car?

a) Excellent b) Good c) Average d) Below Average

6. What is your Post-sales experience?

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a) Excellent b) Good

c) Average d) Below Average

7. Are you satisfied with the features of Maruti?

a) Comfort……. /5 b) Mileage……. /5

c) Feature ……. /5 d) Safety……. /5

e) Looks ……. /5 f) Price……. /5

8. How will you rate Maruti on the basis of Value for Money?

a) Above Expectation b) Below Expectation c) As per Expectation

9. Do you find easy availability of spare parts?

a) Yes b) No

10. Would you like to re purchase another model of Maruti car?

a) Yes b) No

11. Would you like to recommend the Maruti car to your friends/relatives?

a) Yes b) No

12. In which sector do you think/feel Maruti should improve?

a) Price b) Quality c) Service d) Others

13. How do you rate overall service of Maruti?

a) Excellent b) Good c) Average d) Below Average

BIBLIOGRAPHY

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Websites:

1. www.marutidyog.com

2. www.cyber steering.com

3. www.autocarindia.com

4. www.bsmotoring.com

5. www.india car.com

Books:

1. Marketing Management by Philip Kotler, the millennium edition, Pearson publications

2. Research Methodology-C.R. Kothari.2nd edition, New Age Publication.

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