Live Project Report

1. Customer Satisfaction Survey of Maruti Suzuki Ltd.
Presented by:-
Vijay Kumar
0191MBA227

2. Maruti Suzuki Profile
Maruti Suzuki India Ltd. Formerly known as Maruti
Udyog Ltd.
 It was established in February1981
 It commenced production in 1983 with Maruti 800
 It was renamed Maruti Suzuki IndiaLtd. In 2007
 The headquarter are located at new Delhi
 The Chairman of company is Mr.R. C Bhargava
 The CEO of the company- Mr. Kenichi Ayukawa
 Company's 56.21% shares are owned by Japanese
Suzuki Motor Corporation.
 Production output: 1568603 units( 2019)

4. Literature Review
Willard Hom(200) Presents two brodaly classified
satisfaction model viz. Macro models Which place the
customer satisfaction among a set of related constructs
in marketing research and Micro- models, which
theories the elements of customer satisfaction..

5. Vavra, T. G. (1997)
The author describe five critical skills required for this
sampling :-
1. Questionnaire design
2. Interviewing
3. Survey administration
4. Data analysis
5. Quality function devlopment- building action plans.

6. Research Methodology
 Statistical method was followed in this research
because the data was of descriptive nature and it also
enabled accurate generalization.
 SWOT analysis.
 Michael Porter's Five forces

7. Role of the sales Person
 He should be neatly dressed
 He should have knowledge about various products
a. Features
b. Variants
c. Colors
d. Prices
e. Sales Promotion
f. Competitor's product, their features, prices, etc.
g. Latest service and warranty policies etc.

8. According to Maruti Suzuki
A customer is the most important visitor on our premises
 He is not dependent on us,
 We are dependent on him
 He is not interruption on our work
 He is the purpose of it
 He is not an outsider on our business
 He is doing us a favor by giving us the

9. 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 through Google forms.
Secondary data:- Newspaper, Web sites, Books,
Magazine etc.

11. SWOT ANALYSIS
Strength
 Strong brand image
 Diversified Product Range
 Well Distribution network
Weakness
 Low interior quality
 Inability to capture market share
in SUV'S
 Inability to penetrate into
international markets
Opportunity
 Developing hybrid car's
 Increase in purchasing power
 Greater growthin Two wheeler
Market
 Consumer preferences
Threats
 Substitute model of transport
 Competition from global players
like Ford , Honda, Tata etc.
 Consumer willingness to try new
products
 Competitor's spending too much

12. Analysis

34. Finding
68% of people satisfied with the service of Maruti
Suzuki Ltd.
31% of people wants to Add new features in Maruti
Suzuki Ltd.
29% of people wants to change design of Maruti
Suzuki Ltd.
 During Research Study I found that Maruti Suzuki
required more Advertisement.

35. Suggestion
 More attractive advertisement has to provide through
various advertisement media
 Respondents are incurring high maintenance costs and
it has to considered by the manufacturer.
 Respondents are also facing problems in mileage and
performance so this is another suggestion to the
manufacturer is to take an additional care.

36. Conclusion
The Maruti Suzuki cars are the best and fast moving
brands. Now a day the demand for the cars by customer
shows increasing trend. At the same time they expected
easy handling, safety and security, higher performance
etc, which makes the advanced technologies and adopt
new model.

37. Thank
You!