CUSTOMER

SATISFACTION SURVEY
FOR MARUTI SUZUKI
FARHAN SHEIKH
TANVI KAR
GAURAV NAIDU
MOHIT RAJ
ANIL BHARDWAJ
RAMANDEEP SINGH
MOHIT JOSHI
SIDHARTH SWAIN
BHUSHAN PATIL
AGENDA
• Introduction on Maruti Suzuki
• Product Variant of Maruti Suzuki
• Research Objective
• Literature Review
• Hypothesis
• Research Methodology
• Data Analysis
• Findings
• Recommendations
• Future scope & Limitations
• References
 INTRODUCTION
Industry Scenario
• The Indian auto industry became the 4th largest in the world with sales
increasing 9.5 per cent year-on-year to 4.02 million units (excluding two
wheelers) in 2017. It was the 7th largest manufacturer of commercial
vehicles in 2017.
• The Two Wheelers segment dominates the market in terms of volume
owing to a growing middle class and a young population. Moreover, the
growing interest of the companies in exploring the rural markets further
aided the growth of the sector.
• India is also a prominent auto exporter and has strong export growth
expectations for the near future. Automobile exports grew 15.54 per cent
during April 2018-February 2019. It is expected to grow at a CAGR of 3.05
per cent during 2016-2026. In addition, several initiatives by the
Government of India and the major automobile players in the Indian
market are expected to make India a leader in the two-wheeler and four
wheeler market in the world by 2020.
 Market Scenario

• Maruti Suzuki India Limited, subsidiary of Suzuki Motor

Corporation, Japan, is India’s biggest car maker with more
than 50 per cent market share in the passenger vehicles
segment during 2017-18.
• The company recorded its highest ever sale in FY18 of about
1,779,574 units. During April-December 2018, the company
recorded revenue of Rs. 66,254 crore (US$ 9.18 billion).
• Market leader in the passenger vehicles segment and held
around 54 per cent market share in the segment in November
2018.
Market share of domestic
passenger vehicle
maruti suzuki hyundai mahindra and mahindra tata motors honda others

12%

5%

7%

6%
54%

16%
 PRODUCTS AND
SERVICES OF MARUTI
SUZUKI
These Are The Most Popular Cars That Maruti
Suzuki Manufactures In India :
• Ertiga
• Wagon R
• Alto K10
• Swift
• Celerio
• Swift Dzire
• Baleno
• Omni
• Alto 800
• Eeco
 •Highest selling car under Maruti
Suzuki this year was Maruti
Suzuki Desire

1. Lxi -Low petrol model

2. Vxi-Medium petrol model
3. Zxi -Top petrol model
4. Zdi+, etc.
 •Second most selling car is
Maruti Suzuki Alto and their
variants are:
1. Base model Alto 800 STD
2. Alto 800 LXI

3. Alto 800 VXI, etc .

Third most selling car of Maruti
Suzuki is Maruti Suzuki Baleno of
around 2,10,236 units and its
variants are :

1. Sigma petrol
2. Delta petrol
3. Maruti Suzuki Baleno zeta
4. Maruti Suzuki Baleno alpha
SERVICES:
MARUTI INSURANCE MARUTI DRIVING SCHOOL
 Research Objective
•To measure the customer satisfaction level towards Maruti Suzuki Cars in Pune.

•To study the factors influencing customer satisfaction towards Maruti Suzuki
Cars in Pune.
Literature Review

• It is noteworthy to investigate what research work has

been done throughout the world in the context of "
Customer satisfaction with reference to Maruti Suzuki
Cars" so that their contribution in the existing body of
literature and gaps in their findings can be explored.

• Shriram shimpi in their study on “Consumer Buying

behavior for used cars in Pune city” found that 84 percent
of the respondents have purchased Maruti Suzuki cars and
concluded that number of factors influencing such as
mileage, available spare parts, comport, and safety etc.,
buying behavior of used car owners in India.
• Ramesh Sardar (2012) in their study on” Brand preference of
passenger cars in Aurangabad District” found that 60 percent of the
respondents are under graduate and 60% of the respondents are using
Maruti Cars and concluded that Indians are conscious about the price
and fuel efficiency. Whoever is selling low-priced, fuel-efficient small
cars will succeed and they are liked to see large volume of sales

• Suganthi and Renuka (2016) focused on data collected through

convenience sampling of 200 consumers of Maruti Suzuki Swift car
users of Udumalpet Taluk. Later the data was analysed with statistical
tools like mean and the hypothesis was tested by using Chi-Square
analysis. Maruti Suzuki Swift is most preferred brand by the majority of
the customer. It is going to pose great challenges to other small cars in
India. Most of the customers are satisfied with the mileage and fuel
efficiency of the car and they preferred Maruti Suzuki Swift.
Hypothesis
• H0: Customer Satisfaction towards Maruti Suzuki cars is
independent of Fuel Efficiency.
H1: Customer Satisfaction towards Maruti Suzuki cars is
dependent of Fuel Efficiency.

• H0: Customer Satisfaction towards Maruti Suzuki Cars is

independent of Availability of Spare Parts.
H1: Customer Satisfaction towards Maruti Suzuki
Cars is independent of Availability of Spare Parts.
• H0: Customer Satisfaction towards Maruti Suzuki Cars is
independent of Service time Service center.
H1: Customer Satisfaction towards Maruti Suzuki Cars is dependent
of Service time Service center.
• H0: Customer Satisfaction towards Maruti Suzuki Cars is
independent of Exterior Design.
H1: Customer Satisfaction towards Maruti Suzuki Cars is dependent
of Exterior Design.
Research Methodology / Design
a) Research Type: Research design of the present study is descriptive
and partially casual in nature, as the study is aimed to find out the
consumers satisfaction level towards Maruti Suzuki Cars, so only those
were selected who were using Maruti Suzuki Cars.

(b) Sample Size : In this study, sample size of 92 respondents is chosen

who are using the Maruti Suzuki Car.

(c) Sampling Method : Non-probability sampling was the only sampling

technique available for the present study. Which produce an objective
measure of the reliability of sample estimate? Here simplest non-
probability sampling technique ‘convenience sampling’ was applied.
 Questionnaire
1.Name * __________________
2.Age * ______________
3.Gender
1. Female 2. Male 3. other
4.Occupation *
a. Student b. employed c. self employed
5.Family Income *
a. Below 2 Lakhs b. 2 Lakhs to 5 Lakhs c . 5 Lakhs to 8 Lakhs d. Above 8 Lakhs
6.Do You Have a Maruti Suzuki Car *
a. Yes b. NO
7.If not do You have any intension to purchase a Maruti Suzuki Car in future
a. Yes b. NO C. Maybe
8.Please mention the model of the Maruti Suzuki car you own/ wish to buy *
a. Alto 800
b. Alto K10
c. Celerio
d. Swift
e. Wagon R
f. Ignis
g. Baleno
h. others
9.Which Company is your Second Choice while buying a Car *
__________-

10.Which Promotional Media is Influencing you to buy a Maruti

Suzuki Car *
a.Advertisements
b.Own ideas
c.Dealers
d. Word of Mouth
e. Other

11.Rate the following parameters which you feel are important

constituents of the Car *
 Very Important , Important , Neutral ,Less Important ,Least
Important

 Safety , Exterior Design ,Features ,Ride Comfort ,Fuel Efficiency

,After Sales Service
Safety ,Exterior Design ,Features ,Ride Comfort ,Fuel Efficiency
,After Sales Service
12.What according to you is best about Maruti Suzuki Cars *

 Design ,Price ,Fuel efficiency ,Safety ,After sales services ,Other

Ambience of the showroom

Availability of spare parts
Service time
Car Handling
Intimation Regarding the services
Deals and discount
Ambience of the showroom
Availability of spare parts
Service time
Car Handling
Intimation Regarding the services
Deals and discount
14.Do you think Maruti Suzuki is the best Car for the Indian Roads *
a. Yes b.No c.Maybe

15.Do you want any changes in Maruti suzuki Cars *

a. Yes b.No

16.What kind of Changes you are you expecting

Increase Mileage
Increase Features
Increase Safety
Change in Design
Reduce Price
Improve After Sales Services

17.Would you recommend a Maruti Suzuki Car to Family or Friend *

a. Yes b .No c. Maybe

18.How would you rate Maruti Suzuki Overall Satisfaction Level *

Excellent
Very good
Good
Average
Poor
 Data Collection Method

1. Primary Data- We have collected primary data

through Questionnaire method sent to the
concerned respondents who are expected to read,
understand and reply on their own and return
the questionnaire.

2. Secondary Data- We have obtained secondary

data from various sources like: Technical and
Trade journals ,Data from Maruti Suzuki official
website and reports from various Business
magazines.
Data Analysis
Rate the following parameters which you feel are
important constituent of the car

Analysis

From the above table we analyse that safety and after sale service are
very important parameter in the constituent of the car
What kind of changes you expect

Analysis

From the above table we analyse that price, fuel efficiency and
after sale service are the major factor where consumer want
improvement
Rate the various service
provided by the Maruti Suzuki
dealer

Analysis

From the above table we analyse that availability of spare parts, service
time, car handling are the very important service provided by the
service dealer.
 Do you want any changes in Maruti
Suzuki cars

Analysis

From the pie chart we analyse that 75% of the people using
Maruti car want changes in their car features
How would you rate Maruti Suzuki overall
satisfaction level

Analysis

From the above table we analyse that majority of people using Maruti
Suzuki car are satisfied from their car
 What kind of changes are you
expecting

Analysis

From the above histogram we analyse that majority of people want changes in
features, safety and design
RECOMMENDATION(S)
Respondents above 45 years were the least satisfied
group. To make these respondents more happy
organizations have to provide some special offers
namely discounts on servicing, next purchase offers,
incentives for using the car for long periods.

Most of these people are relatively young and are

looking for advanced features which they see in
International brands. Incorporating global features
will make the Maruti Suzuki cars more attractive and
competitive.
• The respondents were highly dissatisfied with Safety, Design and
Engine Reliability Maruti Suzuki has to pay higher attention on the
above attributes to overcome from the said deficiencies.
CONCLUSIONS
 Customers Satisfaction towards Maruti Suzuki
cars is dependent of Fuel Efficiency.

 Customers Satisfaction towards Maruti Suzuki

cars is dependent of Availability of Spare Parts.

 Customers Satisfaction towards Maruti Suzuki

cars is independent of Service time in Service
centre.
 Customers Satisfaction towards Maruti Suzuki
cars is independent of exterior design
 During the Survey the fact came into light that many times
Customer Complained regarding the long waiting hours for
servicing their vehicles.

 During our survey we also observed that the respondents were

concerned about the safety of the cars.
FUTURE SCOPE
The Car features and performance determines the satisfaction of any product , the
potentially of implementing the features and performance is picking up a trend nowadays.
Further research can be made on focusing on the below dimensions:

• Mileage
• Safety
• Design
LIMITATION

• The study was only confined to 92 respondents.

• The time limit is one of the main factors to conduct the study
effectively.
• The respondent may not be true in filling up the
questionnaire.
• The reliability of the data may not be dependable