This document summarizes a study on customer satisfaction with Maruti Suzuki vehicles and dealerships in Tirunelveli, India. The study surveyed 60 customers and found high levels of satisfaction with Maruti's quality, technology, prices, mileage and extensive service network. However, some customers switched brands after 2-4 years to try other options. Overall, 75% of respondents were satisfied with their vehicle's performance and 98% felt the local Aadhi Maruthi dealership delivered as promised. The study provides insights for Maruti to understand customer needs and expectations.
Promotions, Events and Survey on Individual Perception on Maruti Suzuki. Promotions, Events and Survey on Individual Perception on Maruti Suzuki. http://www.unitedworld.edu.in/
Promotions, Events and Survey on Individual Perception on Maruti Suzuki. Promotions, Events and Survey on Individual Perception on Maruti Suzuki. http://www.unitedworld.edu.in/
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1. A STUDY ON CUSTOMER SATISFACTION WITH
REFERENCE OF MARUTI SUZUKI VEHICLE AND IT’S
DEALER, TIRUNELVELI.
Submitted by
SIVAKUMAR C
MASTER OF BUSINESS ADMINISTRATION
REGISTER NO: 95222150046
PSN COLLEGE OF ENGINEERING AND TECHNOLOGY
Project Guide
Prof.K.SUNDARARAJAN,B.Sc. M.B.A
MBA DEPARTMENT (HOD)
2. Introduction
Maruti Suzuki provided me an opportunity to consider the consumer loyalty
towards Maruti Suzuki showrooms, The Summer project provides a
accurate advantage to the college student. To gain the knowledgeand
experience towards the chosen matter. The project presents how theoretical
knowledge which observeson the working field.
As I was worked in Maruti Suzuki Arena , I found that strategy to react the
customers and the way of communication, service delivery and publicity
activities, which play a major role in the company, It helps in the feedback
of the company to correct their mistakes and stand in number one position.
3. COMPANY PROFILE
MARUTI Suzuki India Limited, formerly known as MARUTI
UDYOG Limited, is an automobile manufacturer in India. It is a
subsidiary of Japanese automobile and motorcycle
manufacturer Suzuki Motor Corporation.
As of January 2021, it had a market share of 47% of the Indian
passenger car market. MARUTI Suzuki manufactures and sells
popular cars such as the Ertiga, Alto, Swift, Zen, Celerio, Swift-
Dzire,SX4 and Omni.
4. VISION AND MISSION OF A COMPANY
The slogan of MARUTI Suzuki is “WAY OF LIFE
MARUTI SUZUKI’S VISION
“The Leader in the Indian Automobile Industry, Creating Customer
Delight and Shareholder’s Wealth; A Pride of India”.
Maruti Suzuki’s Mission
To provide a wide range of modern, high quality fuel efficient
vehicle in order to meet theneed of different customers both domestic and export
markets. There are 258 sales outlets, 1838 service centres across 922 cities as on 01-
03-2021. Service available in 41 cities acrossthe country.
5. MARUTI SUZUKI’S CORE VALUES:
Customer Obsession
Fast ,Flexible and First Mover
Innovation and Creativity
Networking and Partnership
Openness and Learning
6. Maruti Quality System
Consumer Satisfaction through Continuous Improvement of our Products and
Services by following PDCA (PLAN-DO-CHECK-ACT) in all functions of our
organization.
ISO 9001:2000
Employee Quality MeasuresTS 16949:2002
ISO 9001:2000
7. OBJECTIVE OF THE STUDY
To know the Level of Customer Satisfaction on Sales of MARUTI Vehicle.
To know the Customer Satisfaction on Performance of Dealer.
To know whether the dealer renders after sales service, and if he, how far the
consumers are satisfied with services rendered by dealer.
To know the motivated factors to buy the MARUTI vehicle.
To know the factors that influences the customer, to switch the brand.
To know the customers are satisfied with price and service network
To know the whether Maruti performance matching with the customerexpectations.
8. SCOPE OF STUDY
The Sample Size is Limited, So as to give the accurate information
regarding Customer Satisfaction.
The scope is very limited, because attitude & expectations of the
people change according to the time & situation.
The study is restricted only to Tirunelveli and that to among 60
responds
The study is conducted only for 24 days.
Consistency was lacking with regard to the information given by few
customer.
9. LIMITATION OF THE STUDY
Geographical area
The AADHI MARUTI SUZUKI ARENA located in TIRUNELVELI , so
peopleidentify from the company , so people knew about this company.
Respondents
We only took survey from 60 people that is limited, upon that data is made
thenanalyse & interpretation, assumption
This survey is restricted only to MARUTI Suzuki company, not on any where
else.
11. Customer 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 Policy
5. Attention to Detail (also known as “The Little Niceties”
6. Anticipate Your Client’s Needs & Go Out Of Your Way to Help Them Out
7. Honour Your Promises
12. Advantages and Disadvantages Of Customer
Satisfaction Surveys
ADVANTAGES
• Up-to-date feedback
• Benchmark results
• Show that you care
DISADVANTAGES
• Too many surveys, so little time
13. A BUSINESS IDEALLY IS CONTINUALLY SEEKING FEEDBACK TO
IMPROVE CUSTOMER SATISFACTION
14. RESEARCH METHODOLOGY
Research Method
Three ways a researcher can go about doing a descriptive
research.
Observational:
Defined as a method of viewing and recording the
participants
Case study:
Defined as an in-depth study of an individual or group
of individuals
Survey:
Defined as a brief interview or discussion with an
individual about a specifictopic
“Descriptive research”
Is a study
designed to depict the
participants in an accurate
way. More simply put,
descriptive research is all
about describing people
who take part in the study.
15. SAMPLING
Sampling is a process used in statistical analysis in which a predetermined
number of observations are taken from a larger population. The methodology
used to sample from a larger population depends on the type of analysis being
performed, but may include simple random sampling or systematic sampling.
Sampling
Sampling Size
The sample si survey conducted was 60 Respondents
17. Findings
By this project researcher found that maruti services , schemes , brand name , facilities , take care , prices ,
spare parts all the things are very brilliant for the customer as well as employees of the company.
By this survey researcher also found that to meet the targets i.e., produce the cars as per customer desire &
wants , so as to wider choice in the market.
Prices of maruti are reasonable that can be easily affordable by everyone without muchthinking for buying.
Research found that 50% of the customer use this vehicle for 2 -4 years only after that they want to switch
off for other brands, also they saw how long it will work i.e., maruti reliable or not.
95 % of the customer view that their delivery is on time without any difficulty.
By this project, researcher found that upon the overall experience 75% of the customeralso refer this brand
& dealership to others as well.
18. Conclusion
Most of the buyers are professionals and business people using the Maruti cars
Most of the respondents are saying that main reasons for buying Maruti are trust
worthy and good for Indian roads.
About 97% of the respondents are satisfied with the quality & technology.
About 96% of the customers are satisfied with luxury & spacious.
About 94% the customers feel that the price of vehicle is affordable
99% of the respondents are highly satisfied with service network of Maruti.
Many of the respondents are satisfied with regard to mileage.
19. 75% of the respondents are satisfied with overall performance of the vehicle and 25% of the users
are constant.
80% of the respondents said that the vehicle is delivering on time and 20% of therespondents
are not satisfied with vehicle delivery.
70% of the respondents said the performance of the executives was good, 23% of the
respondents said ok.
95% of customers feel that they are getting information regarding free service providedby the
Maruti.
98% of the respondents are saying that Aadhi Maruthi company performance isOutstanding.
Aadhi Maruthi Company is delivering the vehicle on promised time.
