CHAPTER-1

Maruti Suzuki: (Customer Satisfaction)

Maruti Suzuki – way of life

Introduction of the company

Maruti Suzuki India Limited (MSIL, formerly known as Maruti Udyog Limited) is a
subsidiary of Suzuki Motor Corporation. Car market leader, Maruti Suzuki, lovingly also referred to
as the people's car-maker, completed 25 years of an illustrious history 3 years back on 14th December
2008.
On 14th December, 1983, first Maruti 800, India's iconic car rolled-off the assembly line at
company's Gurgaon plant. Late Mrs. Indira Gandhi, the then Prime Minister of India, handed over
keys for this car to the first Maruti customer. Since then, Maruti Suzuki has produced and sold around
75 lakh (7.5 million) cars to address the needs of customers across segments. Speaking on the
occasion, Mr. Shinzo Nakanishi, Managing Director and CEO, Maruti Suzuki India Limited said,
"The Government of India had entrusted the company a responsibility of building low cost, fuel
efficient cars for the people of India as also building firm foundation for the modernization and
growth of Indian automobile industry.

Thanks to the support of our stakeholders, we have successfully led the automobile revolution in
India. It is a time for us to thank everyone who helped us in our journey so far. Now, we are
positioning India as the global small car manufacturing hub, in line with the government's
vision."

The Indian car industry, which was represented by two companies then, was at a volume of 40,000
cars annually. The Maruti-800, symbolizing Indian middle-class aspirations, completely
revolutionized the Indian roads and ushered in an irrevocable change.

Maruti's current efforts mirror the government's vision to put India in the international map for
producing compact small cars. All over the world, Suzuki is acknowledged for its know-how in
producing small cars. The government's renewed focus on promoting small cars, offers a major
opportunity for Maruti Suzuki.
1
Maruti Suzuki believes that its recent investments in two manufacturing facilities will go a long
way in establishing the company and India in the global league. These include Maruti Suzuki's
fourth car assembly plant and a state of the art diesel engine plant at Manesar, and the fuel-efficient
KB-series engine plant at Gurgaon.

The Manesar assembly plant is rated among the best Suzuki plants worldwide. The plant is future
ready and is designed to produce world-class vehicles. Maruti Suzuki also expects to scale-up
exports and the new Manesar assembly plant will contribute to this effort.

In 1990's when the economy was liberalized and foreign investment allowed into India, the auto
component companies, set up and nurtured by Maruti Suzuki, became the foundation for global car
companies as well. These new players on the Indian automobile scene found an accomplished and
experienced auto component industry, which encouraged further foreign direct investment into
India.

Presently Maruti Suzuki enjoys a strong base of around 225 vendors and many of them are listed on
stock exchanges. The good relationship of Maruti Suzuki with its associates provides the company
an edge over its competition, giving the company the flexibility to cater to changes in market demand
in minimum time.

Today, Maruti has changed the profile of the Indian market. The Swift, SX4 and recent A-star are
examples of how Maruti Suzuki has brought in contemporary technology and latest designing for
the Indian buyers.

2
 CHAPTER-2
INTRODUCTION OF THE TOPIC
Future of the automobile in the Economy

US based consultancy, keystone predicts that India will become world’s third largest
automobile market by 2030. Overall size expected to exceed 20 million with compounded
annual growth rate of over 12%

Starting with the iconic Maruti 800, today, Maruti Suzuki offers 12 models with over 100 variants.
The company has manufactured around seven and a half million cars in India. Of this, the Maruti 800
alone has contributed 2.7 million units since inception in December 1983. Alto, another super-
popular product from the company, recently touched the magic figure of a million units. The
company leads the automobile industry in India with a market share of over 54% amongst passenger
cars. The company has over 600 sales outlets in 393 towns and cities, along with 2,628
workshops covering 1,220 cities. Today, Maruti Suzuki has more than 7,100 employees.

3
4
 CHAPTER-3
Research Methodology

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 this project 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.

5
 Introduction:

The objective of this project is to conduct the Customer Satisfaction Survey for Maruti
Suzuki a nd recording, analyzing and interpreting the wants and expectations of customers. For
the company, it is essential to know whether customers are satisfied or not with the Maruti
Suzuki and services provided by company.

Statements 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 Marui 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.”

6
 CHAPTER-4
DATA ANALYSIS

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 newspaper. Some of the
books were referred for theoretical concepts.

OBJECTIVE OF THE STUDY

Primary objective:-

1. Conduct customer satisfaction survey for Maruti Suzuki.

2. To find out customer expectation from Maruti Suzuki.

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

Secondary Objective :-

To know the strategy of customer satisfaction by Maruti Suzuki

To know how maruti Suzuki improves customer relations

To know the current position of the company and new launches

To find out the different CRM at Maruti Suzuki

7
MARUTI CULTURE

Our employees are our greatest strength and asset. It is this underlying
philosophy that has moulded our workforce into a team with common goals and objectives.
Ou r Employee Management relationship is therefore characterized by:

•Participative Management.

•Team work & Kaizen.

•Communication and information sharing.

•Open office culture for easy accessibility

To implement this philosophy, we have taken several measures like a flat organizational
structure. There are only three level of responsibilities ranging from the Board Of Directors,
Division Heads to department Heads . Other visible features of this philosophy are an open
office, common uniforms (at all levels), and a common canteen for all.

This structure ensures better communication and speed y decision making processes . It
also reates an environment that builds trust , transparency and a sense of belonging amongst
employees

CUSTOMER RELATIONS

For customer satisfaction maintaining customer relation is very important. So for this the company
must have CRM.

8
 DEFINATION OF CRM

(CRM) is a term applied to processes implemented by a company to handle their contact with their
customers. CRM software issued to support these processes, storing information on customers and
prospective customers. Information in the system can be accessed and entered by employees
indifferent departments, such as sales, marketing, customer service, training, professional
development, performance management, human resource development, and compensation.

Details on any customer contacts can also be stored in the system. The rationale behind this approach
is to improve services provided directly to customers and to use the information in the system for
targeted marketing and sales purposes. CRM stands for Customer Relationship Management.
The genesis of CRM lies in the observation that one element in competitive advantage is the ability of
companies to retain customers. Companies have moved to implement a strategy of satisfying the
customer so as to optimize potential future earnings. This seems to be an especially valid approach
considering the current Internet focus of ―your competitor is only a click away‖

WHY CRM SHOULD BE USED

In the commercial world the importance of retaining existing customers and expanding business is paramount.
The costs associated with finding new customers mean that every existing customer could be important. The
more opportunities that a customer has to conduct business with your company the better, and one way of
achieving this is by opening up channels such as direct sales, online sales, franchises, use of agents, etc.
However, the more channels you have, the greater the need to manage your interaction with your customer
base. Customer relationship management (CRM) helps businesses to gain an insight into the behavior of their
customers and modify their business operations to ensure that customers are served in the best possible way. In
essence, CRM helps a business to recognize the value of its customers and to capitalize on improved customer
relations. The better you understand your customers, the more responsive you can be to their needs. CRM can
be achieved by finding out about your customers' purchasing habits, opinions and preferences profiling
individuals and groups to market more effectively and increase sales changing the way you operate to improve
customer service and marketing Benefiting from CRM is not just a question of buying the right software. You
must also adapt your business to the needs of your customers. CRM(customer relationship management) is an
information industry term for methodologies, software, and usually Internet capabilities that help an enterprise
manage customer relationships in an organized way. For example, an enterprise might build a data base about its
customers that described relationships in sufficient detail so that
9
management, salespeople, people providing service, and perhaps the customer directly could access information,
match customer needs with product plans and offerings, remind customers of service requirements, know what
other products a customer had purchased and so forth

Customer Relationship Management by Maruti Suzuki India Ltd. About Company:

Maruti Suzuki India Ltd. is one of India's leading four-wheeler automobile manufacturers and the
market leader in the car segment, both in terms of volume of vehicles sold and revenue earned.
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. The company headquarter is in Gurgaon,
Haryana (near Delhi). More than half of the total number of cars sold in India wears a Maruti Suzuki
badge.

Product Mix:

Maruti Suzuki offers 13 models, Maruti 800, Alto, Ritz, A Star, Swift, Wagon R, Zen Estilo, Dzire,
SX4, and Grand Vitara. Swift dzire, A star and SX4 are manufactured 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. Sharing across marketing, sales, and services

Customer Relationship Management:

In these competitive times the challenge is to keep inventing newer ways of doing things to keep the
customers in your fold. Over the last few years, the company strengthened the existing practices and
experimented with many new initiatives by way of kaizens (continuous improvements) to delight its
customers. These initiatives ranged from product design and quality to network expansion, and
included new service programs to meet unsaid needs of customers. The company has retained its
competitive edge by offering high quality products. In the field, the products are supported by rapidly
expanding networks. The company has diverse networks for new cars, spares, service, pre owned cars
and soon, and all of them were in expansion mode last year to enable the company get closer to the
customer Servicing customers 24X7..... 365 days....

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
10
in a row. The company was first car company in India to launch a Call Centre in the year 2000.The
award mirrors the company's commitment towards ―Customer Obsession.

Key Initiatives

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.... "Maruti also launched
mission to promote safe driving habits jointly with Institute of Driving Training and Research. It also
launched a special program for Indians living abroad or NRIs, to facilitate them to gift Maruti cars
online to friends and relatives at home. Online club Swift Life is made for all Swift owners.

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 checkup, 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.

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Service at 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

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.

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 Dealership also enhances customer satisfaction.

Current position of the company and new launches :

The new generation of the Suzuki Swift Sport will make its world debut at the 64th International
Motor Show (IAA) Cars show, which will be held in Frankfurt, Germany, from 13 to 25 September
2011.
Suzuki Exhibits
New Swift Sport
Burgman Fuel Cell Scooter
Others

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New Swift Sport: an evolution of Swift series’ sporty flagship

The new Swift Sport is a refined sport compact resulting from the first full model change since the
launch of the original Swift Sport in 2006. It has a more aggressive and dignified exterior look thanks
to a ground-hugging form that gives a sense of stability and tension and a big front grille that evokes
sporty performance. And its cabin combines essential sportiness with a high-quality look and feel and
design features that heighten excitement about the driving experience.

Higher power and lower fuel consumption are delivered by the 1.6-litre M16A engine, which Suzuki
developed exclusively for the Swift Sport. The engine is mated to a specially developed six-speed
manual transmission, resulting in performance that’s both exciting and environmentally responsible.
Plus, the new Swift Sport offers superior cornering stability and brisker, more responsive handling
thanks to struts with internal rebound springs and to an exclusive rear-suspension design.

High levels of safety are assured by features such as a light, stiff, impact-absorbing body; seven
airbags (including curtain airbags and a driver’s knee airbag); and an ESP (R) (Electronic Stability
Program).

13
Different types of CRM at Maruti Suzuki

Analytical CRM

·Designing and executing targeted marketing campaigns

·Designing and executing campaigns, e.g. customer acquisition, cross-selling, up-selling, add on-selling

·Analyzing customer behavior in order to make decisions relating to products and services(e.g. pricing, product
development)

·Management information system (e.g. financial forecasting and customer profitability analysis).

Operational CRM.

·Managing campaigns

·Enterprise marketing Automation

·Sales Force Automation

·Sales Management System

Sales Intelligence CRM

Cross – selling/ Up-selling/ Switch –selling opportunities

·Customer drift

·Sales Performance

·Customer Trends

·Customer margins

·Customer Alignment

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Collaborative CRM

A Buying Experience Like No Other Maruti Suzuki has a sales network of 3 07 state of the art showrooms across
189 cities, with a work force of over 6000 trained sales personnel to guide MUL customers in finding the right
car.
Quality Service Across 1036 Cities

In the J.D. Power CSI Study Maruti Suzuki scored the highest across all 7 parameters: 1.
Least problems experienced with vehicle serviced,2. Highest service quality, 3. Best in-
service experience,4. Best service delivery,5. Best service advisor experience,6. Most user-friendly
service and7. Best service initiation experience.92% of Maruti Suzuki owners feel that work gets
done right the first time during service. The J.D. Power CSI study also reveals that 97% of Maruti

Suzuki owners would probably recommend the same make of vehicle, while 90% owners would
probably repurchase the same make of vehicle.

(Source: Owners Privilege Zone, Maruti suzuki.com)

Other advantage: which help in CRM

One Stop Shop

At Maruti Suzuki, customers will find all car related needs met under one roof. Whether it is easy finance, insurance, fleet
management services, exchange- Maruti Suzuki is setto provide a single-window solution for all car related needs.

The Low Cost Maintenance Advant

The acquisition cost is unfortunately not the only cost customers face when buying a car. Not so in the case of a
Maruti Suzuki. It is in the economy segment that the affordability of spares is most competitive, and it is here
where Maruti Suzuki shines.

Lowest Cost of Ownership

The highest satisfaction ratings with regard to cost of ownership among all models are all Maruti Suzuki
vehicles: Zen, Wagon R, Esteem, Maruti 800, Alto and Omni

CRM through Social Relationship

In 1999 Launch of Maruti - Suzuki innovative traffic beat in Delhi and Chennai associal
15
initiatives. Maruti Driving School-Available in all major cities. Lady trainer for lady customer.

Institute of Driving Training and Research.

Stations of experience

16
Role of the Sales Person

He should be neatly dressed

He should have knowledge about various products

Features

Variants
Colors
Prices
Sales promotion campaigns
Competitor products, their features, prices ,etc.
Latest service and warranty policies
Current availability
Carry copy of ready reckoner.

―Do not leave the customer unattended for more than 3 minutes‖

Customer Care Team:

Role of the Customer Care Manager:

Customer Care Manager is the leader of the customer care team. He is accountable for the sales
satisfaction index of the dealership. The customer care manager ensures that every customer is
properly followed up and feedback is recorded. Also the customer complaints are recorded and
resolved as soon as possible to the level of satisfaction. The customer care executives report to
the customer care manager.

Customer Care Executive:-

Initially does the Post Sales Follow up (PSF) and monitors the feedback

Forms at the showroom

Post sales follow up

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PSF’s are done in order to get the first hand feedback from the customer about the experience that
they had during the sales and delivery process. The first PSF is done within the 72 hours of delivery
and the voice or exact wordings of the customer are recorded. The next PSF call is made after 15days
after the vehicle is delivered. The feedback form system is a very important tool to obtain customer’s
feedback on the experience that the customer had during the purchase of his/her car.

Why Maruti Suzuki

The quality Advantage:

Maruti Suzuki owners experience fewer problems with their vehicles than any other car manufacturer
in India (J.D. power IQS study 2004). The Alto was chosen No. 1 in the premium compact car
segment and the Esteem in the entry level mid – size car segment across 9 parameters.

The J.D. power APEAL study 2004 proclaimed the wagon R no. 1 in the premium compact Car
segment and the esteem no. 1 in the entry level mid – size car segment. This study measures owners
in terms of design, content, layout, and performance of vehicles across 8 parameters.

A buying experience like no other:

Maruti Suzuki has a sales network of 307 state-of the-art show rooms across 189 cities with a work
force of over 6000 trained personnel to guide our customers in finding the right car. Our high sales
and customer care standards led us to achieve the no. 1 nameplate in the J.D. Power SSI study 2004.

18
Quality service across 1036 cities:

In the J.D. power CSI study 2004, maruti Suzuki scored the highest across all 7 parameters: least
problems experienced with vehicle serviced, highest service quality, best in service experience, best
service delivery, best service advisor experience, most user –friendly service and best service
initiation experience.
92% of maruti Suzuki owners feel that work gets done right the first time during service. The J.D.
power study CSI 2004 also reveals that 97% of Maruti Suzuki owners would probably recommend
the same make of vehicle, while 90% owners would probably repurchase the same make of vehicle.

One stop shop:

At maruti Suzuki u will find all car related needs met under one roof . whether it is easy finance,
insurance, fleet management services, exchange – Maruti Suzuki is set to provide a single –window
solution for all your car related needs.

19
The lowest cost maintenance advantage:
The acquisition cost is unfortunately not the only cost you face when buying a car. Although car may
be affordable to buy, it may not necessarily be affordable to maintain, as some of its regularly used
spare parts may be priced quiet steeply. Not so in the case of a Maruti Suzuki. It is in the economy
segment that the affordability of spares is most expensive and it is here where maruti Suzuki shines.

Lowest cost of ownership:

The highest satisfaction ratings with regard to cost of ownership among all models are all maruti
Suzuki vehicles: Zen, wagon R, Esteem, swift, Alto and Omni. We are proud to have the lowest cost
of operation/km (among petrol vehicles) – the top 5 models are all Maruti Suzuki models: Swift, Zen,
Alto, Omni and Wagon R.

PRODUCTION MILESTONES

i) 1st vehicle produced, December 1983

ii) 1, 00,000 vehicles produced by August, 1986

iii)5, 00,000 vehicles produced by June, 1990

IV) 1st vehicle produced, December 1983

v) 1, 00,000 vehicles produced by August, 1986

vi) 5, 00,000 vehicles produced by June, 1990

vii) 10, 00,000 vehicles produced by March, 1994

viii) 15, 00,000 vehicles produced by April, 1996

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ix) 20, 00,000 vehicles produced by October, 1997

x) 25, 00,000 vehicles produced by March, 1999

xi) 30, 00,000 vehicles produced by June, 2000

xii) 35, 00,000 vehicles produced by December 2001

xiii) 40, 00,000 vehicles produced by April, 2003

xiv) 45, 00,000 vehicles produced by April, 2004

MILESTONES

2005

• The fiftieth lakh car rolls out in April, 2005

• Growth in overall sales by 15.8%

2004

• New (non A/C) variant of Alto

Alto becomes India's new best selling car

• LPG variant of 'Omni Cargo'

• Versa 5-seater, a new variant

• Baleno LXi, a new variant

• Maruti closed the financial year 2003 -04 with an annual sale of 472122 units, the
highest ever since the company began operations 20years ago

21
2003
•New Suzuki Grand Vitara XL-7

•Redesigned and all-new Zen

•New upgraded WagonR

•Enters into partnership with State Bank of India

• Production of 4 millionth vehicle. Listed on BSE and

NSE after apublic issue oversubscribed 10 times

2002
• WagonR Pride

• Esteem Diesel. All other variants upgraded

• Alto Spin LXi, with electronic power steering

• Special edition of Maruti 800, India’s first colour-coordinated car

• Maruti True value in Mumbai

• Maruti Finance in Mumbai with 10 finance companies

• Suzuki Motor Corporation (SMC) increases its stake in Marutito 54.2 percent

2001
• Zen LXi

• Maruti True Value launched in Bangalore and Delhi

• Maruti Versa, India’s first luxury MPV

• Alto Spin LXi, with electronic power steering

• Alto Vxi

• Launch of versa

22
2000
• First car company in India to launch a Call Center

•New Alto

• Altura, a luxury estate car

•IDTR (Institute of Driving Training and Research) launched jointlywith the Delhi government to
promote safe driving habits

1999
• Maruti 800 EX ( 796cc, hatchback car)

•Zen LX (993cc, hatchback car)

•Zen VXi (993cc, hatchback car with power steering)

•Omni XL ( 796cc, MUV, high roof)

•Baleno (1600cc, 3 Box Car)

•Wagon R

• Launch of Maruti - Suzuki innovative traffic beat in Delhi and Chennai as social initiatives

1998
• Maruti launches website as part of CRM initiatives

•Zen D (1527 cc diesel, hatchback car)

•Zen VX & Zen VX Automatic

•New (Omni & Omni E) (796cc, MUV)

•Launch of website as part of CRM initiatives

23
1997
• 1998 Esteem (1299cc, 3 box car) LX, VX and AX

•New Maruti 800 (796cc,hatchback Car) Standard and Deluxe

1996
Gypsy (E) (970cc, 4WD 8 seater)

•Omni (E) (796cc, MUV, 8 seater)

•Gypsy King (1298cc, 4WD, off road vehicle)

•Zen Automatic (993cc, hatchback car)

•Esteem 1.3L (1298 cc, 3 box Car)AX

•Launch of 24-hour emergency on-road vehicle service

1995
• Esteem 1.3L (1298 cc, 3 box car)VX

• With the launch of second plant, installed capacity reached 200,000 units

1994
• Esteem1.3L (1298cc, 3 box car)LX

•Produced the 1 millionth vehicle since the commencement of production

1993
• Z e n ( 9 9 3 c c , h a t c h b a c k C a r ) , w h i c h w a s l a t e r exported in Europe and
elsewhere as the Alto

24
1992
• SMC increases its stake in Maruti to 50 percent

1991
• Reaches cumulative indigenization of 65 percent for all vehicles produced

1990
• Maruti 1000(970cc, 3 box), India’s first contemporary sedan

1988
• Installed capacity increased to 100,000 units

1987
• Exported first lot of 500 cars to Hungary

1986
•Maruti 800 ( New Model-796cc, hatchback Car)

•Produced 100,000 vehicles (cumulative production)

1985
• Launch of Maruti Gypsy (970cc, 4WD off-road vehicle)

1984
• Omni, a 796cc MUV

• Installed capacity reached 40,000 units

1983
• Maruti 800, a 796 cc hatchback, India’s first affordable car.

25
•Production was started under JVA

1982
• License an d JV agreement signed between Maruti Udyog Ltd. and SMC of Japan

1981
• Maruti Udyog Ltd was incorporated under the provisions of the Indian Companies
Act, 1956

2005
• Numbe r on e i n J D P o w e r SS I f o r t he se c o nd co ns e cu t i v e year

•Number one in JD Power CSI for the sixth time in a row – the only car to win it so many times
M800, Wagon R and Swift topped their segments in the TNS Total Customer Satisfaction Study.

• Leadership in the JD Power Initial Quality Study – Alto number one in its segment for the 2nd
time in a row, Esteem number one in its segment for the 3rd year in a row, Swift number one in the
premium compact segment

• W a gon R a nd Est ee m t o p t h e i r s e gm en t s i n t h e J D Po w e r APEAL study

•TNS ranks Maruti 4th in the Corporate Reputation Strength (CSR) study (#1 in Auto sector)-Feb 05

• M a r uti b a gge d t he " M a n u f a c t u r e r o f t h e ye a r " a w a r d f r o m Auto car-

CNBC (2nd time in a row)-Feb 05

•First Indian car manufacturer to reach 5 million vehicles sales

•Business World ranks Maruti among top five most respected companies in India-Oct 04

•Maruti ranked among top ten (Rank7) greenest companies inIndia by

•Business Today - Sep '04

2004
• Marti Suzuki was No . 1 i n Cus t o me r s a t i s f a c t i on , No . 1 i n Sa l e s

26
S a t i s f a c t i on N o . 1 i n P ro du c t Q u a l i t y ( E s t e em a nd A l t o) a n d N o . 1 i n
Product Appeal (Esteem and Wagon R)

•No. 1 in Total Customer Satisfaction (Maruti 800, Zen and Alto)

•Business World ranked us among the country's five most respected companies

•Business World ranked us the country's most respected automobile company

•Voted Manufacturer of the year by CNBC

•Voted one of India's Greenest Companies by Business Today-ACNielson ORG-MARG

2003
• Maruti 800, Maruti Zen and Maruti Esteem make it to the top 10 a u t omo t i ve b r and
s i n " M ost T r ust e d Br a n d su r ve y 2 0 0 3 " J D Po w e r ranked 3 models of Maruti on
top: Wagonr, Zen and Esteem

• Maruti 800 and Wagonr top in NFO Total Customer Satisfaction Study 2003.

•MUL tops in J D Power CSI (2001) for 4th time in a row

2001

• M U L t o p s i n J D P ow e r CS I ( 2 0 0 1 ) f o r 2 n d t im e i n a ro w : an oth e r
international first

2000
• Maruti
b a g s JD P o w e r C S I - 1 s t r a n k ; u n i q u e a c h i e v e m e n t by
market leader anywhere in the world

1999

• MSM launched as model workshop in India; achieves highest CSIrating.

• Central Board of Excise & Customs awards Maruti with "Samman Patra", for contribution

27
to exchequer and being an ideal tax assessee

1998
•CII's Business Excellence Award

1996
•Maruti wins INSSAN award for "Excellence in Suggestion Scheme"

•Awarded the Star Trading House status by Ministry of Commerce

1994-95
• Engineering Exports Promotio
n Council's award forexport
performance

1994
•Best Canteen award among Haryana Industries as part of employeewelfare

1992-93
•E n g i n e e r i n g E x p o r t s P r o m o t i o n C o u n c i l ' s a w a r d for expo
r t performance.

1991-92
•E n g i n e e r i n g E x p o r t s P r o m o t i o n C o u n c i l ' s a w a r d for expo
r t performance.

28
The recent launch of KIZASHI …

Overview Information
Although Suzuki offered larger vehicles made by Daewoo in the past, the Kizashi is their first mid-
size car designed and built in house. Although the Suzuki markets the Kizashi as a mid-size, it is on

the smaller side of the segment with dimensions closer to the Honda Civic than the Toyota Camry. A
180-bhp, 2.4l four-cylinder engine is standard on all models. Most models are equipped with a CVT,
but a six-speed manual is available. One item that sets the Kizashi apart is the availability of all-
wheel-drive. Most of the sales leaders only offer front-wheel-drive. Pricing ranges from $19,000 for
the base S model to $28,000 for a fully equipped SLS model.

What Changed:

The Kizashi GTS and SLS models add a standard sport package consisting of trim changes, custom
wheels and a lowered ride height.

Official Word:

With the introduction of the 2010 Kizashi, followed by the debut of the 2011 Kizashi Sport,
American Suzuki Motor Corp. (ASMC) boldly challenges the otherwise sleepy midsize sedan
segment. The Kizashi (pronounced "Kee-Zah-Shee"), the company's first all-wheel-drive sport sedan,
delivers a unique blend of dynamic performance attributes, premium design aesthetics and
craftsmanship yet to be experienced in the high-volume midsize category.

29
 At a Glance
Pricing $18,999 - $27,299

Drive Types FWD, AWD

Engines 2.4l I4

Transmissions CVT, M6

Fuel Economy 20-23 (city), 29-31 (highway)

Our Ratings
61

Velocity Index

30
VEHICLE SUMMARY
Kizashi
Name:
Model:
Sedan
Car Body Type:
D Segment
Segment:
Fuel Consumption: 13.00 kmpl.
Highway

Fuel Consumption: 9.00 kmpl.

City
NA
Warranty:
VERDICT
Looks
FOR Huge Maruti network

31
 Spacious

Limited shades available

AGAINST High Price

OUR RATINGS
4
Appearance:
4
Comfort:
4½
Features:
4
Performance:
3½
Value for money:
ENGINE SPECIFICATIONS
2393cc, VVT
Displacement:
Petrol
Engine Type:
178 Bhp @ 6500 rpm
Maximum Power:
230 Nm @ 4000 rpm
Maximum Torque:
DIMENSIONS
4650 mm
Length:
1820 mm
Width:
1490 mm
Height:
OTHER SPECIFICATIONS
5
Seating Capacity:
215/55 R17
Tyre Size:
McPherson Strut/Multi Link
Suspension:
5.50 mtrs.
Turning Circle:
461.00 ltrs.
Boot Space:
Tilt
Steering:
Front Ventilated, Rear Disk
Brakes:

32
 6 Manual
Gears:
1460.00 kgs.
Kerb Weight:
63.00
Fuel Tank:
There
Body Color Bumpers:
There
Tachometer:
There
Alloys:
Not there
ORVM Indicator:
There
Xenon Headlamps:
2
Trip Meter:
Not there
Headlamp Washer:

33
 HISTORY

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 head quarters are in
Gurgaon, Haryana (near Delhi).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 May 10, 2007, Govt. of India sold its complete share to In d i a n f i n a
n c i a l i ns t i t uti on s . W i t h t his , Go vt . of In d i a no l on ge r h as s t a k e i n M a r
uti Udyog. M a r uti U d yo g Li m i t e d ( M U L) w a s e s t abl i sh e d i n Fe br u a r y 1 9
8 1 , t ho u gh t h e a c t u a l 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.

Maruti are sold in India and various several other countries, depending upon export orders. Cars
similar to Maruti (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. D u e to t h e l a rge n u mb e r of M a rut i
8 0 0 s s old in t h e In di a n m ar k e t , t h e t e rm "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

34
35
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 pe r an num . The M
an e sa r fa c i l i t i es , l au n ch ed in Fe b ru a r y 2 0 07 com p r i se a v eh i c l e assembly
plant with a capacity of 100,000 units per year and a Diesel Engine plant with an annual capacity of
100,000 engines 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

Maruti Suzuki offers 12 models, Maruti 800, Omni, Alto, Versa, Gypsy, A Star, Wagon R, Zen
Estilo, Swift, Swift Dzire, SX4, Grand Vitara. Swift, Swift dzire, A star a n d S X 4 a r e m
a nu f a c t ur e d in Ma n e s ar , G ra nd V i t ar a is im po r t e d f r om J a p an as a
completely built unit (CBU), remaining all models are manufactured in Maruti Suzuki's
Gurgaon Plant. More than half the numbers of cars sold in India wear a Maruti Suzuki
badge. We are a subsidiary of Suzuki Motor Corporation Japan. 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.

The 1st generation (SS30V/40V), introduced in May 1979, was a 3-door cargo
version of the Fronted passenger car, equipped with a folding rear seat. On introduction, the Alto
received the T5B two-stroke 539 cc (SS30) three-cylinder engine, producing 28 PS (21 kW) at
5,500 rpm. The Alto was a "micro sensation" when introduced, largely due to its rock bottom price of
¥470,000 (circa $1,900 in 1979, at a time when the cheapest Ford Pinto cost $4,999). This bargain
price was made possible by a number of Japanese special concessions for commercial vehicles:

36
The engine did not require twin catalysts, unlike in the Fronte. Two less doors provided another
saving, as did the exemption from commodity tax. The Alto was a sensation, and other producers
such as Subaru (with the "Family Rex") quickly followed suit.

Manufacturer Suzuki

Also called Suzuki Fronte

Suzuki Hatch
Maruti 800

Production 1979—1984

Layout Transversal front engine,

FWD or part-time 4WD

Engine 539 cc T5B two-stroke I3

543 cc F5A SOHC I3

In January 1981, the F5A four-stroke 543 cc known from the Fronte was also installed
(though with only a single-barrel carburettor), it too put out 28 PS (21 kW) but at 6,000 rpm. Torque
was considerably lower, down from 5.3 kg·m (52 N·m; 38 lb·ft) to 4.2 kg·m (41 N·m; 30 lb·ft). 1981
saw also the year that it became available on the United Kingdom market, as Suzuki began selling

37
cars there that year.

In export markets, the Alto name was used for the passenger car versions (chassis codes with trailing
letter "S") as well as on commercials (ending in "V"), while the van was marketed as the "Suzuki
Hatch" in Australia. The four-doors were not proper hatchbacks, only featuring an opening rear
window. Export cars were also available with twelve-inch wheels, unlike the domestic versions which
only used ten-inch units until the introduction of the 4WD version in October 1983. The 4WD "Snow
Liner" thus gained an extra 2.5 cm (1 in) of ground clearance.

While Suzuki held on to the two-stroke engine concept for a half decade longer than any of its
Japanese competitors, eventually market pressures and ever tightening emissions regulations spelled
its end in the Alto by September 1981. The Jimny, however, did use the same 539 cc engine (called
LJ50 in the Jimny) as late as 1987.

2nd generation (CA71)

The 2nd generation (CA71) was introduced in September 1984. It continued with the SS40's F5A
engine, but also became available with turbocharged and multi-valve engines thereof, mainly in the
"Works" series. In December 1984 a 4-wheel drive version (CC71) was added. Performance versions
of the Alto first appear in 1985 when a turbocharged engine was made available. It gradually acquired
more performance-related modifications until the Works version was introduced in February 1987.
The Alto Works was the first kei - car to reach the legal limit of 64 PS (47 kW). It acquired
considerable popularity, with models of it still made by Fujimi. A 5-door body (identical to the
Fronte's) became available in October 1985.

38
 Manufacturer Suzuki

Also called Maruti 800

Suzuki Mehran

Production 1984-1988
(until 1993 for Europe)

Engine 543 cc F5A I3

796 cc F8B I3

Transmission 4/5-speed manual

2/3-speed automatic

Related Chang'an SC7080 Alto/City Baby JN

Auto (CN)
Iran Khodro Alto (IR)
Peugeot JN Mini (TN)

In July 1986 the CA/CC71 became the CA/CC72 after a rather thorough
facelift. New wraparound headlights, a new dash and interior heralded the new ITL rear suspension
(Isolated Trailing Link), a three-link rigid setup. A "Walkthrough Van" was introduced in January
1987, while at the other end of the spectrum, the personal coupé Cervo on the CA/CC72 base was
introduced in 1988 with a new 547 cc F5B engine. In August 1987, higher spec Altos became
available with a 3-speed automatic rather than the 2-speed they had been using before.]Other markets

Europe

The 796 cc, 40 hp (30 kW) F8B-engined CA/CB91 was sold in Europe with either a 4-speed manual
or 2-speed automatic transmission. Export Altos were technically speaking Frontes, as this was the

39
name used for passenger versions in Japan. They received larger bumpers, making them 105 mm
(4.1 in) longer and 10 mm (0.4 in) wider. European Altos received the same facelift as the CA/CB72
did in January 1988, unveiled at the Brussels Motor Show. This model remained in production
(latterly by Maruti Udyog) for the European market until 1993, when it was replaced by an also
Maruti-built 1-litre version of the Cervo Mode.

India and Pakistan

For the Indian-built Altos (Frontes), see Maruti 800.

This generation of the Alto/ Fronte still remains in production in India and Pakistan. While the
Indian Maruti 800 version utilizes a 796 cc MPFI F8B engine, the Pakistani Suzuki Mehran still uses
the 1980s era carbureted version.

3rd generation (CL11)

The 3rd generation (CL/CM11) replaced the CA71 in September 1988. This was the last generation
of Alto to have an associated Fronte model. It had strikingly angular styling, with an unusual glazed
C-pillar on the 5-door. Another curiosity of this generation was the availability of a version with
sliding doors, the "Slide Slim", intended to simplify entering and exiting in tight spaces. It also made
egress easier for the old and the infirm. When the Fronte name was discontinued in October 1989, the
passenger car versions (CN/CP11) became Altos. Initially the CL11 used the 12-valve 42 hp
(31 kW) F5B engine known from the SS71 Cervo, but with an added 34 hp (25 kW) 6-valve version
in lower-spec versions. A 46 hp (34 kW) DOHC version was also available in the Twin Cam Rl.
Passenger car versions had the same engines, but all with 2 hp less due to more stringent emissions
controls. The fuel-injected, 12-valve, turbocharged Works models came with an SOHC 58 hp
(43 kW) engine (FF S/X or 4WD S/R) or a 64 hp (48 kW) DOHC version (FF RS/X or 4WD RS/R).
The front-wheel drive Works' were available with a 3-speed automatic in addition to the standard 5-
speed manual.

40
 Suzuki Alto

1992 Alto CR22 5-door

Manufacturer Suzuki

Production 1988-1994

Engine 547 cc F5B I3

657 cc F6A I3

Transmission 4/5-speed manual

3-speed automatic

4th generation (HA11)

The 4th generation (HA11) appeared in 1994. The 657 cc F6A engines were joined by a new high-
performance 64 PS (47 kW) 658 cc K6A (HA21). The styling displays an interesting blend of
features: the tailgate and rear doors are still fairly angular, but the front is beginning to be more

41
rounded - a trend which would be continued in later years.

5th generation (HA12)

The 5th generation Alto (HA12/22) was introduced in October 1998. The styling was generally more
rounded, the shape of the cabin showing the Alto's relationship with the new Suzuki Ki. The
658 cc K6A engine was now also available without a turbocharger, joining the turbocharged version
and the familiar 657 cc F6A engines. The turbocharged Works models were available with a 60 hp
F6A engine (i.e., 5MT/3AT and FF or 4WD) or a 64 hp VVT K6A (RS/Z, 5MT and FF or 4WD).
The front wheel drive RS/Z was sold with a non-VVT K6A engine when in combination with a 4-
speed automatic transmission, it too with a claimed 64 hp. In December 2000, the Works versions
were discontinued, as the Alto was realigned as an economy version. The Suzuki Kei Sports picked
up the Works' mantle.

6th generation (HA24)

The 6th generation (HA24) was introduced in 2004. The bonnet and headlamps curved down at the
front, giving a similar effect to the Toyota WiLL Vi or the Citroën C2. The Alto was re-aligned as a
less costly car to accommodate new models such as the Cervo and Alto Lapin. The more powerful
engines were moved into the other more up market versions like the Suzuki Kei Works and Alto
Lapin SS, leaving the Alto with only a 54 PS (40 kW) version. In Japan, this version of the Alto was

42
rebadged as the Nissan Pino and Mazda Carol.

7th generation (2009-present)

Japan

The 7th Generation was first shown at the 2009 Tokyo Motor Show alongside its sister car,
the Mazda Carol.

International

The 7th Generation is known in India as the Maruti Suzuki A-Star (short for "Alto-Star"), but is also
known as the Suzuki Celerio in some other countries. It was launched in December 2008 by the

43
Indo-Japanese auto maker Maruti Suzuki. The car is manufactured exclusively in Haryana, India and
is exported worldwide. It is available in European markets with a somewhat different front end as
the Nissan Pixo.

Nissan Pixo

The Nissan Pixo, available in Europe since 2009 is the "sister car" to the Suzuki Alto featuring a few
obvious differences, including the main grille and headlamps. Because it is developed and built in
low-cost India, the Pixo can be bought new for just under £7,000[24] and nearly a third of that price
for a used one.

Trim Variants/Engines

The UK has 4 different trims available for the Pixo: N-Tec, Visia, Acenta and Tekna, all available
with a 1.0 L Suzuki K10B three-cylinder petrol engine - shared with the Alto and capable of 68 hp
(51 kW) and a top speed of 155 km/h (96 mph), reaching 100 km/h in 13.5 seconds. All are five door
hatchbacks, with the option of a 4-speed automatic or 5-speed manual gearbox, except the Visia,
which is only available with the manual gearbox.

Maruti Suzuki from Maruti Udyog

Maruti Udyog Limited is now Maruti Suzuki India Limited

Car market leader Maruti Udyog Limited now has a new name "Maruti Suzuki India Limited". The
company's new name was approved by the Registrar of Companies yesterday and comes into
effect from 17th September 2007.

The company's Board of Directors had approved "Maruti Suzuki India Limited" as the new name, in
July, 2007. This was subject to approval by the Company's shareholders. The Company's shareholders
approved the new name at the Annual General Meeting held on 6th September 2007.

44
In the new name, "Maruti" continues to have the predominant position. "Maruti" is one of the strongest
corporate brand names in the country, in terms of awareness, recall, trust and customer care. This is the
name that a generation of Indians has grown up with, and features prominently on the Company's
products, services and its sales and service network across the country.

"Suzuki" in the corporate name imparts an international dimension. Besides being the parent company,
Suzuki Motor Corporation is a leading player in the global automobile market. The leader in Japan's
minicar market for over three decades, it has recently positioned itself as a complete car maker with
the success of its globally strategic models like Swift, SX4 and Grand Vitara.

This international dimension in the Company's name will help Maruti as it looks to expand its role in the
global markets. The Company is to launch a model for export to Europe in the next couple of years,
while building on its recent success in Asian and African markets. Maruti is also developing capabilities
to assume the role of being Suzuki¿s R & D hub for Asia outside Japan.

"India" in the corporate name, while conveying the location of the Company and its facilities, also
recognizes the growing importance of the country across the world.

45
Industry growth -

46
1. Knowledgeable Salesperson

Strongly Disagree Neither Agree Strongly

agree disagree agree
nor agree
Percentage(%) - - - 85% 15%

47
2. Employees spent enough time with you before sales

Strongly Disagree Neither Agree Strongly

agree disagree agree
nor agree
Percentage(%) - 4% - 62% 34%

62% agreed that sales persons spent enough time with them during the sales ,while 34% strongly
agreed that the sales persons spent enough time with them during sales and only 4% disagreed
with this.

48
3. Availability of the Product

Strongly Disagree Neither Agree Strongly

agree disagree agree
nor agree
Percentage(%) - 4% - 91% 5%

91% agreed that the availability of the product was there, 5% strongly agreed that
the availability was there while only 4% said they disagreed with this.

49
4. Variety/Selection Merchandize

Strongly Disagree Neither Agree Strongly

agree disagree agree
nor agree
Percentage(%) - 6% - 87% 7%

87% agreed that there was variety/selection of merchandize whereas 7%strongly agreed that
enough variety was there and 6% disagreed with this.

5. Prices Are Affordable

50
 Strongly Disagree Neither Agree Strongly
agree disagree agree
nor agree
Percentage(%) - - 15% 21% 64%

64% strongly agreed that the prices are affordable , 21% agreed that the prices are affordable
whereas only 15% said that they neither disagreed nor agreed with this.

6. Attractive Discounts Offered

Strongly Disagree Neither Agree Strongly

agree disagree agree
nor agree
Percentage(%) - 11% - 55% 34%

51
55 % ag re ed th at th e d i s c ou nt s of fe re d a r e at tr a c t i v e , 3 4 % st ro
ng l y agreed with this while 11% disagreed and said that the discounts offered were not
attractive.

52
7. Décor of The Waiting Area Is Pleasing

Strongly Disagree Neither Agree Strongly

agree disagree agree
nor agree
Percentage(%) - - - 80% 20%

80% a gr e ed t h a t t h e d é co r of t h e w a i t i n g a r e a w as pl e asi n g w hile

20% strongly agreed that the décor of the waiting area was pleasing

53
8. Offered A Test Drive

Strongly Disagree Neither Agree Strongly

agree disagree agree
nor agree
Percentage(%) - 20% - 74% 6%

74% agreed that the test drive was offered to them ,6% strongly agreed that the test
drive was offered while 20% disagreed with this.

54
9. Res po nds To complaints

Strongly Disagree Neither Agree Strongly

agree disagree agree
nor agree
Percentage(%) - 6% 12% 64% 18%

64% agreed that the response to complaints is quick , 18% strongly agreed, 12% neither agreed
nor disagreed and 6% disagreed with this.

55
10. Service At Maruti Service Station Is Excellent

Strongly Disagree Neither Excellent Strongly

agree disagree agree
nor agree
Percentage(%) - 14% - 82% 14%

82% said that the service at maruti service station is excellent , 14%strongly agreed while only
4% disagreed with this.

56
11. Careful With Personal Information

Strongly Disagree Neither Agree Strongly

agree disagree agree
nor agree
Percentage(%) - 7% 8% - 85%

85% agreed that yes they were careful with personal information, strongly agreed with this and
8% neither agreed nor disagreed.

57
12. All The Commitments are Fulfilled

Strongly Disagree Neither Agree Strongly

agree disagree agree
nor agree
Percentage(%) - - - 6% 94%

94% strongly agreed that all the commitments were fulfilled and 6% agreed with
this.

58
13. Value For Money

Strongly Disagree Neither Agree Strongly

agree disagree agree
nor agree
Percentage(%) - - - 2% 98%

98% strongly agreed that maruti provides value for money while 2% agreed with this.

59
14. What is your overall opinion about Maruti ?

Very bad Bad Neither Good Very

bad nor good
good
Percentage(%) - - - 4% 96%

96% said that there overall opinion about maruti was that it is very good while 4% said that it
is good.

60
 Findings

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 . I t i s observed t ha t , 4 2 % of t h e respondent a r e o f opinion tha t vehicles are

as per expectation, and 20% are saying its below expectation.

5 . Comp an y should improve it s pos t sales s e r vi c e .

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. Customer are highly satisfied with the service which help in customer retention

9 . I t is observed th a t , 4 6 % of t h e customer s are o f opinion t h a t Maruti

should improve in quality, and 16% of the opinion that Maruti should improve in price.

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.

12. Maruti Suzuki needs to educate the customers about the benefits of M-Finance. They can
motivate the cash customers to offer M-Finance.

61
13. It is observed that , 86 % of the customers are ready to prefer M - Insurance,
14% are not ready to prefer M-Insurance.

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 f or research .

b) This is time consuming research method & the respondents did not have sufficient
time for giving information for such type of research.

c)People were reluctant to give responses for such type of research.

d) People also did not give proper response for Questionnaire & interview, because
of short time.

e) Study is restricted to only Amravati city. I h a v e h on e s t l y a n d s i n c e r e l y

t r i e d t o p re s en t t h e f a c t s a nd f i gu r es b ut some error still might have
cropped up

62
 CHAPTER 5

CONCLUSION

As the leading manufacturer in the small car segment of the Indian market,
we would like suggest Maruti Suzuki Ltd and like to conclude by giving my some point of views
like :-

1) To strengthen their leadership position in the small car segment of the Indian market;

2) To continue to expand the size of the Indian market for small cars by strengthening and
expanding the dealer network and making automobile financing available at competitive rates;
and

3) To continue to benchmark them against improving global manufacturing, marketing and other
practices and standards, strive to increase customer satisfaction through quality products and
new\ initiatives, and promote the financial strength of our sale network.

4) Maruti Suzuki should make some compact cars with sporty looks like Swift .It will give new
dimensions to the success of Maruti Suzuki.

5) The most important suggestion would be: Maruti Suzuki has emphasized highly on their CRM policies
and they must carry the same practices and they must concentrate that these services should not go down
rate theymust

63
 work on strengthening the CRM policies. Because in India, the after sale services matters a lot. If one
company is very good at all aspects but not good at the CRM policies customers will simply switch that
brand. But if a company is Excellent in its After Sale services or co-coordinating in excellent manners with
the customers The Customers love to attach with that company whether all the features are not good. So to
maintain the success Maruti must be good at the CRM policies as it is now

Suggestion and recommendation

1) More test drives should be offered.

2) Should be more particular about Post Sales Follow Up as it shows the concern of the
company with the customer.
3) Should put in more efforts to promote Maruti Finance , Autocard and Accessories.

64
 QUESTIONNIARE

1) How satisfied are you with the purchase you made (of a product or service)?

1 = Excellent, 2 = Good, 3 = Satisfactory, 4 = Poor

2) How satisfied are you with the service u received?

1 = Excellent, 2 = Good, 3 = Satisfactory, 4 = Poor

3) Were the sales people there knowledgeable and able to answer your
queries? How was the experience?

Ans.)

4) How would you rate Maruti on the following parameter

Strongly disagree Neither agree Strongly

disagree agree nor agree
disagree
Employees
spend enough
time with u
Before sales
After sales
During sales
Display of
merchandise is
attractive
Variety/selection
Prices are
affordable
Attractive
discounts

65
offered
Post sales follow
ups are done
quickly
Offered a test
drive
Careful with
personal
information
Value for money
service at maruti
service station is
excellent
Responds to
customer
quickly
Décor of the
waiting area is
pleasing
All the
commitments
are fulfilled

66
 BIBLIOGRAPHY

1. Automobile Magazines
2. Marketing Management by Philip Kotler
3. Kothari. C. R, Research Methodology, New Age International(P) Ltd., New Delhi.
4. Newspaper-business standard, Times of India, DNA, Hindustan Times etc

67