MBA 3rd semester
Maruti Udyog Ltd. (MUL) is the first automobile
company in the world to be honoured with an ISO
Maruti Suzuki India Limited previously known as
Maruti Udyog limited is
the premier car company in India. MUL was
established in Feb 1981 through an Act of Parliament.
The company entered into collaboration with Suzuki
Motor Corporation of Japan to manufacture cars.
Start selling the first vehicle from 14 Dec., 1983. Its
manufacturing plant, located some 25 km south of
New Delhi in Gurgaon, has an installed capacity of
3,50,000 units per annum with a capability to
produce about half a million vehicles
PEAKS AUTO PVT.LTD. is a private ltd.
Company, incorporated under companies
Act,1956 with the registrar of Jammu &
Kashmir and founded by Sh. Baldev Singh at,
Nowgam by-pass, SRINAGAR, just 5kms from
Lal Chowk and half km from Railway Station
PEAKS AUTO PRIVATE LTD. Is a new
Authorized Dealer of Maruti Suzuki India Ltd.
For Kashmir , and shall be dealing in Maruti
Suzuki Cars, New as well as certified Used
ones, Maruti Genuine Spares and Accessories,
and providing other services.
as the name suggest, has come up with the
aim of touching heights in the field of
customer satisfaction in terms of service
At PEAKS AUTO PRIVATE LTD. we are
personally involved in serving our customers
who we believe are the pith and substance of
our organization. Obviously, Customer
Satisfaction and Customer Retention are our
sole aim. Every employee of Peaks Auto Pvt.
Ltd. is groomed and conditioned to serve the
customers with speed and commitment
The various products under the brand name “maruti’
Maruti swift desire
Maruti grand vitara
Customer satisfaction is a term generally
used to measure a customer's perception of a
company's products and services.
Customer satisfaction, a term frequently
used in marketing, is a measure of how
products and services supplied by a company
meet or surpass customer expectation.
Customer satisfaction refers to the end
feeling of a particular customer after
consumes the product which he/she brought.
Satisfaction in 7 Steps:
1. Encourage Face-to-Face Dealings
2. Respond to Messages Promptly & Keep
Your Clients Informed
3. Be Friendly and Approachable
4. Have a Clearly-Defined Customer Service
5. Attention to Detail (also known as 'The
6. Anticipate Your Client's Needs & Go Out Of
Your Way to Help Them Out
7. Honour Your Promises
To study the satisfaction level of customers who drive
To know the different services provided to the
customers by “Peaks Auto ltd”.(An Authorised dealer
of Maruti Suzuki)
To know the perception of customers towards peaks
Auto ltd(An Authorised dealer of Maruti Suzuki)
To know the marketing strategies adopted by the
peaks auto ltd(An Authorised dealer of Maruti Suzuki)
To Enhance my knowledge how to satisfy the
To prepare my self as a marketing person who can
easily identify the needs of the customers through
his experience which is an essential quality of a
marketing person and for the company as well.
The purpose of methodology is to describe the process
involved in research work. This includes the overall research
design, data collection method, the field survey and the
analysis of data.
To find the satisfaction amongst the customers of Peaks Auto Ltd
Detailed and structured questionnaire was designed.
Survey a sample of 100 customers.
The methodology developed was Primary and Secondary research.
The questionnaire was designed to get information from customers about
their satisfaction and overall opinion about Peaks Automobile
Sources of Data:
Field of Survey:
The field work for the survey was conducted in Srinagar. The exercise involved face
to face interview with the customers.
The important factors and data’s collected were sequentially analyzed and
Limitations of the Study:
The sample size is only 100 so the sample may not be truly representative of the
Reduce in the delivery time
Concentrate on supply of the products
Try to solve the problems of the customers
by direct interaction
Stability in prices
The flagship workshop at PEAKS is rated amongst the best
workshops within the Maruti network, on all India bases, in
terms of infrastructure and customer satisfaction. In fact, it
was rated as the number 1 workshop in the entire Maruti
network in the JD Power Customer Satisfaction Survey in
Working as a trainee at Maruti peaks auto pvt. Ltd. was a
great learning experience. During 45 days training, it was
great to learn and deal with products and services of the
company. The company has helped in providing a lot
experience a lot of exposure.
On an average more than 73% people feel that the prices
are affordable whereas 27% do not agree, 80% believe that
attractive discounts are offered whereas 20% are not
satisfied with the discounts offered.
20% said that the test drives are not offered and 74% said
that the test drives are offered .
More advertisements should be there to make people
aware about the services provided by the Peaks Auto
ltd(An Authorised Dealer of Mariti Suzuki).
There should be more advertisement on T.V. and also
on Net. campaigning should be done
Product catalogues and price lists should be provided
to the customers on regular basis.
Research and development activities should be
More relaxing discount schemes should be provided to
the customers on regular basis