INTRODUCTION TO AUTOMOBILE INDUSTRY

Automobile, self-propelled vehicle used primarily on public roads but

adaptable to other surfaces. Automobiles changed the world during the 20th

century, particularly in the United States and other industrialized nations. From the

growth of suburbs to the development of elaborate road and highway systems, the

so-called horseless carriage has forever altered the modern landscape. The

manufacture, sale, and servicing of automobiles have become key elements of

industrial economies. But along with greater mobility and job creation, the

automobile has brought noise and air pollution and automobile accidents rank

among the leading causes of death and injury throughout the world. But for better or

worse, the 1900s can be called the Age of the Automobile, and cars will no doubt

continue to shape our culture and economy well into the 21st century.

Automobiles are classified by size, style, number of doors, and intended use. The

typical automobile, also called a car, auto, motorcar, and passenger car, has four

wheels and can carry up to six people, including a driver. Larger vehicles designed

to carry more passengers are called vans, minivans, omnibuses, or buses. Those

used to carry cargo are called pickups or trucks, depending on their size and design.

Minivans are van-style vehicles built on a passenger car frame that can usually carry

up to eight passengers. Sport-utility vehicles, also known as SUVs, are more rugged

than passenger cars and are designed for driving in mud or snow..

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 In 2007 manufacturing plant in more than 25 countries produced 73.2 million

passenger cars .The automobile is built around an origin various systems supply the

origin with fuel, cool it daring operation, lubricate its moving parts and remove

exhaust gases it creates. The origin produces mechanical power that is transmitted

to the automobile’s wheels through adverting which includes a transmission. One

or more dive shafts, a differential gear and axles. Suspension system which includes

sparing and shock absorbers, customs the ride and help protect the vehicle from

being damaged by bumps heavy loads and other shersis. Wheel and tares support

vehicles on the road way and when rotated by powered axles, propel the vehicle

forward or backward. Steering speed. An electrical system start and operate the

engine monitor and control many aspects of the vehicle operation and powers such

components as head light and radios. Safety features such as bumpers air bugs and

seat bells help protect occupants in an accident.

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 HISTORY OF AUTOMOBILE INDUSTRY

The history of the automobile actually began about 4100 years ago when the

first wheel was used to transportation in India. In the early 15th century Portuguese

arrived in china and the interaction of the two culture leaded to variety of new

technologies including the creation of a wheel . By the 1600’s small steam powered

engine models had been developed but it was another century before a full sized

engine powered vehicle was created.

In 1769 French Army Officer captain Nicolas joseph Cugsnot built what has

been called the first automobile cugnots parel wheeler steam powered vehicle

carried four person. Designed to move artillery pieces. It has a top speed of a title

more than 3.2km/h and had a stop every 20 minutes to build up a fresh head of

steam. As easily in 1801 successful but very heavy steam automobile type

introduced in England laws barred them from public road and forced their owners

to run them like train or private tracks their owners to run them like train or private

tracks in 1802 a steam powered coach designed by British Engineer. Richard

Trethvick journed more than 160km from corn wall to London . Steam powered

caught the attention of other vehicle builders. In 1804, American inventor Oliver

Evans built a steam powered car in 1828.

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 British inventor a valter Handcock build a series of steam carriages in the

mid 1830’s thus were used for the first omnibus service in London. By the mid

1800’s England had an extensive network of coach line. Horse-drawn stagecoach

companies and the new rail road companies pressured the British parliament to

approve heavy its on steam-powered road vehicles. The tolls quickly drove a steam

quickly drove a steam coach operators out of business.

During the early 20th century steam cars were popular in the United states.

Most famous was the Stanley steamer, built by American Twin brothers Freelan and

Francis Stanley. A Stanley steamer established a world land speed record in 1906 of

205.44 km /h. Manufactures produced about 125 models of steam powered

automobiles, including the Stanley until 1932.

The first successful self propelled road vehicle was a steam automobile

invented in 1770 by the French engineer Nicolas Joseph Cugsnot.

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 PROFILE OF INDUS GROUP

1. Introduction of Indus Motors

In the year 1985 Indus groups started the business as four wheeler

distribution of Maruti Suzuki. And then Indus Motors become one of the largest car

service network in India. This organization is no.1 dealer on Kerala and second

biggest in the country. Mr P.V Abdul Wahab. M.P is the chief managing director of

Indus Group.

Maruti Udyog Lt one of the leading companies in the four wheeler Industry.

By taking the dealership of the Maruti Suzuki Indus started the distribution of

their car in the whole kerala. Most of the year the sales, service and spares

departments bugged four awards from Maruti Suzuki for outstanding performance.

In Kerala Indus have four dealership in Cochin, Calicut, Trivandrum and

Muvattupuzha. Indus Motors are selling above 1300 Vehicles per month. In last

year Indus Motors sold 3000 numbers.

2. Promoters of Indus Group

The main promoter of the groups are Mr. P.V.Abdul Wahab M.P the chief

Managing director and the direction Ajit Nair and ceo Thomas kuruvilla.

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3. Present Position

The group have four dealership in kerala. This organization is no-1 dealer in

kerala and served biggest dealer in the century. They are selling 1300 car in every

month and last year sold more than 22790 maruti cars.

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 PROFILE OF INDUS MOTORS (P)LTD

Peeves groups one of the traditional business group on kerala, started its

business as four wheeler distributor of Maruti Suzuki as will established producer

of four wheeler . Indus Motors started the business in 1985. this organization was

the first distribution of Mrauti Suzuki cars on the whole kerala.

Indus Motors , taking distributor of Maruti Suzuki in Kerala offers a valued

after sale service for its customers. Indus Motors are No:1 in the region for

customer satisfaction with 15 service centers across kerala from kasargod to

Trivandrum. Indus has the largest service network in India.

Main Departments

 Marketing and Sales department

 Accounts department

 Administrative department’

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 ORGANISATION STRUCTURE OF INDUS MOTORS

CHIEF MANAGING DIRECTOR

DIRECTOR

GENERAL MANAGER GENERAL MANAGER GENERAL MANAGER

(SPARES) (SALES) (SERVICE)

ASSISTANT GENERAL MANAGER

(SALES)

SENIOR SALES MANAGER

MARKETING SALES OFFICE MECHANIC TEAM

EXECUTIVES OFFICER LEADERS

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SALES DEPARTMENT STRUCTURE OF INDUS MOTORS

Senior Sales Manger

Assistant Sales Manager

Team Leader

Sales Officer

Sales Executive

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 SALES FUNCTION OF INDUS MOTORS

PRE-SALE PROCESS SALES PROCESS POST-SALE PROCESS

• Walk in Enquiry Pre Delivery Process Post-Sales feed back call

• Tele- Enquiry

• Follow-up

 Product Demonstration Delivery Process Feed back form

 Test Drive Value add Service Complaint handling

 Finance Process Customer meets

 Showroom Ambiance

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 ROLE OF INDUS SALES EXECUTIVES

A part from regular jobs of creating prospects visiting than, understanding

the need of the prospects , suggesting suitable cars, having knowledge on Maruti

Udyog Ltd (MUL) and competitions cars, delivering the cars, Mutilating customer

database etc. We have also maintain good relationship with them. You are expected

to be the customer. Advisor for life and make that one time customer into his

customer for life.

You have to be single window interface with your customer on all matters

related to car ie, finance, Service, insurance etc. Once the emotions gets the

confidence in a sale executive, the would revisit, recommend and re-purchase from

Indus through the some person. These customers for life in future will not only

result in more business but give referrals of their friends relatives etc and help to

increase sales substantially.

Role of the sales Executives can be defined as follows.

I Pre-sale Activities

 Knowledge about Maruti Udyog Ltd range of cars, variants features, colours,

prices etc.

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 Competitors models, features, prices etc

 Maruti finance, Maruti Insurance, Extended warranty, true value division

etc.

 Accessories , Ranges offered, Priors, Fitting charges etc

 Knowledge about the initial warranty of 2 year

 Free Service and periodical services for different models.

 RTO Registration formalities Documents required for registration, road tax

and registration charges

 Booking , payment, Delivery formalities.

 Availability and waiting period.

 Current Schemes for Customer for different models.

 How to give demonstration, test drive and delivery

 Preventive maintenance, safe driving and now to save on petrol.

 Identification of prospects.

II Sales Related Activities

 Visit the prospects

 Understanding the needs of the customer

 Give a proposition to the customer including exchange

 Create interest and preference for MUL and Indus.

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 Give a detailed demonstration and test drive.

 Provide classification to queries and handle objections.

 Give reference of happy customers

 Proper follow –up with the customer

 Secure order from customer

 Ensure timely delivery of the Vehicle

 Make the delivery a Memorable experience.

III Post- Sale Activities

 Visit the customer within a week of delivery and advice the following

 Free service and periodical services.

 About the initial warranty for 2 years and extended warranty

 Give tips on preventive maintenance

 Give tips on sale driving

 Give- lips on how to save on petrol

 Explain about motor Insurance Policy

 Explain about Indus Service network

 Maintain data’s of all customer

 Regular contact at least once in 3 month

 Sound greeting for birthday, Anniversary etc

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 Inform customer about new/ product and product up gradation

and schemes

 Advice for exchange and for up gradation using loyalty

benefits

 Be customer advisor for life and ensure our presence at all time

of his needs

MARKETING ACTIVITIES OF INDUS MOTORS

A. Product Decision

B. Identifying the market Areas

C. Analysis of competition

D. Customer relationship and satisfaction

E. Use of Marketing fools and techniques

F. Sales Procedures.

A. Product Decision

An important function of the marketing dept of any organizations is product

decision. The company selects all these cars produced by Maruti Suzuki.Indus

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motors being the distributor of Maruti Suzuki do not produce any cars. But they

only markets the cars produced by Maruti Suzuki

B. Identification of market areas

Indus motors markets their product in the whole kerala. One main districts

Indus motors market their products are at Cochin, Calicut, Muvattupuzha and

Trivandrum.

C. Analyzing Competitors

The main competitors of Indus motors car distributors are,

Popular Motors - Maruti Suzuki

KTC Hundai - Hundai

Koyenco - TATA

D. Customer Relationship Program

Under the modern concepts, all marketing activities revolve around the

customers, the organization that really understand how customer will respond

different product features.

Indus motors always tries to understand its customers. It gets feedbacks

about the customers from the field executives. From the financial instruction from

customer it self who comes to them enquiry about this car and from their off

customers. By these reports Indus Motors improve this customer relationship.

Indus motors have all type of customer. Which include doctors, engineers,

advocates, employees, business mans students etc. Of maintain a well customers

satisfaction and relationship under motors provide following service.

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1. Test Drives

2. Free checkup and service

3. Sending greetings and complements

4. Free gifts at the time of delivery

5. Help line.

6. Marketing tools and techniques.

E. The following are the tools and technique by Indus Motors to marketing

their product

1. Loan Mela

2. Exchange Mela

3. Marketing Executives

4. sending mailers and brochures

F. Saler Procedure

The saler producedure at Indus Motors begins where the customer come to

them for purchasing a car they want Indus motors enquire about model of the car

color customer require customer payment details etc. Indus Motors offer spot

delivery for their customer after receiving the amount of car. On delivery the

customer has to fill in a form called delivery details. Suppers the customer has taken

the car through loan or finance from any financial institution and Indus motors has

to give a copy of sales invoice, a key of the car of the financial institution.

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 MARUTI SUZUKI

Having began operator in 1981 as fledging collaboration between the Indian

government and Suzuki Motors of Japan. Maruti Suzuki is one of the coaching car

makers in the small car segment to day with a manufacturing faculty in Gurgaon

(Haryana). Maruti Suzuki has the capacity to produce around half a million units

every year. The company have the highest satisfaction rating with Respect to other

cars among a portfolio of its eleven powerful Brands which includes Maruti 800,

Zen, Esteem, Alto, Wagnor, Baleno, VITARAXLF

With a strong focus o innovation, customer obsession, partnership, network

and learning, Maruti Suzuki has managed to creator a market for all car segments

as true sub continents middle income bracket swelled in size with the opening up of

the economy in early 90’s India witnessed a string of overseas layers setting up

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shop, but none could deturone the indigmous auto ruler with a major thrust on

localization Maruti Suzuki has even helped in lifting up the domestic automobile

components industry. Consistently emphasizing on modern manufacturing process

and including a japans works culture among their ranks, Maruti Suzuki has been

blessed with scarce labour unrest.

Brand Maruti Suzuki has always put the customers at the fore front

manifested in its add-on services such as insurance, authorized service station,

driving school, among others, all aimed at marketing the life of Maruti Suzuki

owner comfortable. Here’s one who drive home with inimitable case, despite the

speed breaker of interwise competition in the Indian Auto bazaar.

Maruti is the most respected automobile company in India. Maruti is a

joint venture by Suzuki and Government of India. Suzuki motor corporation in the

world header in compacts car Maruti has 56% market share in India.

Maruti Suzuki is one of the leading companies in the four wheeler industry.

Maruti Suzuki is No: 1 is customer satisfaction study by ID power. The first Maruti

car war delivered on 14th December 1983 to Mr. Harpal Singh by the prime minister

late Smt. Indira Gandhi. Since them Maruti has sold above. So latch cars in India.

MARUTI SUZUKI SPECIAL HINDS

1981: India’s largest automobile company is born incorporated an Maruti Udyog

Ltd.

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1982: JVA and Chinese agreement executed between Suzuki and Goal Suzuki

acquire 26% state in Maruti.

1984: 14th December 1983 Maruti 800 delivered to Mr. Harpal Singh by Indira

Gandhi.

1984: Launches Omni

1985: Launches Gypsy

1986: Reaches me 1, 00,000 vehicle mark since commencement of production.

1987: export first lot of 500 cars to Hungary.

1988: Reaches as installed capacity of 1, 00,000 units

1990: Launches a three box car, the Maruti 1000

1991: Reaches cumulative indigenization of 65% for all vehicle produced.

1992: Suzuki increases its state in Maruti to 50%

1993: Launches Zen

1994: Launches Esteem

1995: Produces the one million vehicles since the commandment of production.

1996: Launches a 24 hour emergency on road vehicle service started in 21 cities in

India.

1999: Launches Malone and Wagoner

2000: Rated No:1 in JD power Asia Pacific’s 2001 India customer satisfaction index

study Bags by honors of the shiny to done annually till date.

2001: Launches Versa

2001-2002: Launches true value Maruti finance, Maruti insurance corporate team.

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2002: Suzuki motors corporation assume mgt control

2003: Enter into partnership with state bank of India

2003: Production of four million vehicle.

2004: Launch Grand vitara XL-7

2004: Listed in BSE and after public issue over subscribed to times.

2005: May 2005 Launches Swift

2006: Launches Zen Estilo

Accolades and Awards

2001: Auto- “car of the year” –business standard monitoring

2002: Maruti 800- “Hall fame Award” “more trusted car brand” in India

Zen- No:1 customer satisfaction

Alto- “Car of the year”- over drive survey

2003: Maruti 800- “Most affordable car” NFO Alto car survey

Zen- No: 1 customer satisfaction

Esteem- “best entry mid size car”- JD power.

2004: Alto- Best small car of the year” – Business standard mortaring.

Esteem – No:1 in customer satisfaction best entry middle size car- JD power

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 RESEARCH PROBLEM

The attributes and habits of people are changing. There changes are

affecting the automobile industry. So a lot of new companies are entering this field.

As a result consumer persepection in terms of models and concepts about vehicle

are changing . In this stability competition will be tough and high.

Satisfaction of customer can be measured in terms of whether he is satisfied

after purchase by 5he providence of offers and other performance which is expected

by him from the company. Satisfaction of customer is essential for the growth of the

company.

We can understand customer satisfaction through establishing complaint and

suggestion system which is by providing opportunity to give their suggestion and

complaints like their likes and dislikes, customer satisfaction survey which by

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conduction survey among customers to know their satisfaction and by analyzing the

reason of loosing customers or their switching to other supplies.

If these is a good competition, there is a need to perform well from the part

of organization. If may lead to innovation, new ideas, technologies and new method

for retaining customers. Now in India Indus is facing lot of competition from many

dealers of Maruti Sizuki and other automobile manufactures. So it is very essential

to study the “customers after sales satisfaction towards Maruti Suzuki and Indus

Motors

OBJECTIVE

Primary Objective :- To know the buyers attitude towards Maruti Suzuki after sales

based upon style, power, driving comfort, and after sales service.

Secondary Objective :- To find out the attitude of customer towards other

companies like Hyundai, Tata, Toyota etc

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 RESEARCH METHODOLOGY

Primary Data Source

1. Market Survey report using structured questionnaire

Secondary Data Source

1. Other data collected from company

2. Data collected from magazines and websites

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 REVIEW OF LITERATURE

Review of literature shows the previous studies carried out by researchers in

the field. The main purpose of the review of literature is to indicate the problems

that are already investigate and those that need further investigation. The researches

should undertake extensive literature survey connected with the problem. The

researches should undertake extensive literature survey connected with the

problem. The researcher should refer academic journals conference, proceeding,

Govt.reports books etc. Depending on the nature of the problem. A critical reading

of relevant literature becomes dispensible Not only in locating the research problem,

but also in analyzing the procedures. In this process it should be remembered that

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one source lead to another. The studies will help the organizations to implement.

There valuable suggestions and opinions. At Indus itself cot of studies are

conducted by various management students. Some of the suggestion and findings

are as follows.

1) Aiswarya.V.III Semester; MBA student at K.M.C.T school of Business

calicut found that Indus ie focusing on the problem area. She suggested focusing on

remedical area, which is too effective.

2) Study conducted by Pooja Krishna, a sales executives found that 24.94%

customers are known the Indus through others. Really it is a failure of sales and

market executives.

3) Ajith kumar, the student of Farook institute of management studies in 2007

says that the repair work should be done in speed. Indus implements this

suggestion now.

4) The study conducted by Laurence, the student of MBA find out that 22% of

the customers failed to be satisfied by the facilities provided by Indus. And he

suggest that Indus should concentrate more on list customer’s survey. Collection of

customer’s suggestion.

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 PRODUCT PROFILE – MARUTI SUZUKI

I MARUTI-800

Economy:-

 Remarkable full efficiency- The maruti 800 has topped every fuel efficiency

survey conducted in the past.

 Maruti 800 Tops in the petrol list, city figure, 14.1 K.P.L and highway 19.5

K.P.L

 Lowest fuel list per kilometers-Rs.1.94 per km

 Also the lowest cost of maintenance

 Special finance scheme-affordable almost like a two wheeler

Comfort:-

a. Easier Drive

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 Slim external dimension and excellent all round vision

 Tight tuning radius of just 4.4 meters.

b. Cool Drive

 Maruti 800 AC-The most affordable air conditioned car in the country

c. Better life style:-

 Own India’s most popular car for as Rs.25.00/ p.m

 Enter a whole new world of comfort and safety.

SAFETY:-

 Front and rear seat belt

 Side impact barns

 Head lamp leveling

 Laminated windshield

 Additional body reinforcement

 Collapsible steering column

 High mount stop lamp

PRICE

Model Showroom list On road list

Ordinary 194487 212921

AC 215565 234683

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 II OMNI

Economy

 Omni has an extremely low owner reports running and maintenance lists

amongst all vehicles as in India

 The average mileage is 14.0 KPL

 Omni to have the lowest spare parts list

Comfort

a. Space

 Big interior dimension

 Ample head room, riley room and shoulder room

 Along with ample luggage room

b. Maneuverability

 Compact exterior dimension with minimal overhangs

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 Tight turning radius 4.1 meters

Safety

 Front safety road

 Side impact door barns

 Thermoplastic bumpers

 To inch drum brakes

 Front and rear seat belt

 Laminated windshield

 Rear high mount stop light

Engine

 Powerful and efficient

 EURO II complant

 Multi full option

a. Petrol

b. CNG

c. LPG

CNG:-

 5 seater

 Factory fitted kit

 Commercial and private registration possible

LPG:-

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 5 seater and cargo version

 Factory fitted kit from vialle, Netherland

 Legally registered.

Price

Model Showroom list Onroad list

5 seater 235903 260480

8 seater 237874 245479

Omni LPG 246841 272235

IV VERSA

Comfort

Flex seating

 1st row option

 Slide and rectine the front row seat to adjust space between the first and

middle rows

 2nd row option

 Bucket type seats with reclining and sliding facility

 Bench type sent with back folding forward and third seat folding up.

 Bench seat folds down into a taste

 3rd row option

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 Large suitcase. Fold down and somersault third row seat

 All round cooling

 Powerful Air condition system with 130cc compressor

 Single or Twin AC option

 Twin AC with 2 independent cooling unit

 Individual control for and rear

 Deals for all three seating rows

Safety

 Side impacting absorbing becomes, in all 4 doors

 Front impact beam

 Steel pipe frame in rear seat

 Anti –Roll bar and danger rebound spring

 Vaccum Assisted Breaks and a load sensing

Proportioning Value

 Height adjustable restraints

Technology

 Meta tech Engine

 Powerful and responsive 16 Value , 16 bit Ecm, 1298cc,82 PHP , all

aluminum construction

 Smooth and quiet as compared to most noisy diesel.

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 Electronic power steering

 Vehicle Speed sensitive

 Maintaince free

 Lesser load on engine

 Computer controlled self diagnosis

PRICE

Model Showroom list On road list

Ordinary 360101 388204

Deluxe (5 seater) 433494 464095

Deluxe (8 Seater) 433494 447255

Full option 471247 503132

V GYPSY

On Various Terrains

 Hills

 Higher surround clearance of 210 mm

 Wide tracks for better stability

 Snow

 4x4 for better g4rip and traction

 Light floated

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 Petrol engine for quick cold starting

 Desert

 Avoid over heating; Aluminum engine for excellent thermal

conductivity

 4x4 for better grip and traction

 Light footed

 Streams

 High frond clearance-210 mm

 4x4 for better grip and traction

 Dirt Tracks

 Steering damps for eliminating road shock to the steering wheel

 Wide tracks for better stability

 High ways

 Excellent damps for eliminating road shock to the steering wheel

 5 speed gearbox for efficient and guide highway driver

 Urban Jangle

 Staining cool and cool image; for city street rising

Price

Model Showroom list On road list

Ard Top 525944 560463

Soft Top 506263 539183

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 VI ZEN

Comfort

Comfort and convenience:-

 New seats with improved high and amber support.

 Convenient controls

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 Handy storage species

 Powerful AC

Safety

 Protective monologue body

 Collapsible Steering column

 Side impact becomes

 Engine sub-frame

 Laminated front wind screen

 Anti-whiplash rear seat head restraints.

Style

International Styling

 Multi reflector clear head and tail lamps

 Front and rear log lamps

 New grill

 New fender

 New front and rear bumpers

New interior styling with features like

 Aluminium polished gear knob

 New under console

 New fabric seats

 Head restraints for rear seats

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 New look instrumentation

Technology

32x4 Hyper Tech

 32 bit ECM for reliability and speed

 4 values per cylinder for an idea mix or great efficiency and performance

Electronic Power Steering

 Vehicle speed sensitive

 Maintenance free

 Lesser load on engine

 Computer controlled self diagnosis

PRICE

Model Show room list On road list

Deluxe 355204 382703

Full option 379733 408026

VII ESTEEM

Comfort

 Spacious contoured seats

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 Height adjustable driver seat

 Deut seat centre arm rest

 Excellent high and lumbar support

 All wheel independent suspension

 Central cocking

 Power window

 Power Steering

Safety

 Monologue body with rigid passenger cell and front and rear crumple zones

 Collapsible steering column

 Side impact becomes

 Front ventilated disk brakes and rear self adjusting drum brakes

Style

 Sparking clear lens head lamp units

 Elegant chrome front grille

 Clear lens front fog lamp

 Stylish new rear with clear lens combination

 New trunk lid garnish

 Plush new up holsters

 Ergonomically designed dash board

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 New white dials

 Silver finished controls

 Sporty gear stalk

Performance

 Faster Acceleration in its class (0-100cm 11.49 sec)

 MPFI; 16 value , 32 bit, 1300 cc all Aluminum

 85 bhp & 6000 rpm

 Torque of 110 NM 4500 rpm

 Aerodynamic body

 All wheel independent suspension

Technology

 32 bit ECM for reliability and speed

 4 Value pressure cylinder for an ideal MIX of great efficiency and

performance

PRICE

Model Showroom list On road list

Deluxe 473391 580112

Full option 507370 544247

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 VIII BALENO

Comfort

 A cockpit like dashboard

 Till steering for a personalized driving position

 Spacious seating with adequate head, legend shoulder room

 An Ac rated even better than the Maruti S Class

 Graceful integrators with thoughtful features like armrest, electronic control

ORVM’s and AC switches etc.

 Smooth riding with suspension

Safety

 Rigid managing body with front and rear crumple zones

 Collapsible steering column]

 Front height adjustable seal belt

 Ventilated broke discs and self adjusting rear drum brakes

Technology

All wheel independent suspension

 Smooth ride

 Excellent handling and road grip

DDL (Dual coil Distributor Less ignition)

 Reliability and excellent performance.

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32x4 Hyper Tech

 32 bit Ecm for reliability and speed

 4 values pressure cylinder for an ideal mix of great efficiency and

performance

Technology

 13 noise reduction technologies

 Front Hoard Insulator

 Dash board silences

 Steering support tube

 Floor carpet silencer

 Roof insulation frame

 Chassis sub frames

 Floating acceleration cable

 Wheel housing insulator

 Resonators and silencer

 Quarter panel insulator

Price

Model Showroom list On Road list

Deluxe 563405 608393

Full option 649788 692676

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 IX GRAND VITARA XL.7

Comfort

Seating for seven or cargo various sizes

 Reclining 1st,2nd,3rd row seats

 1st row can hilly recline in cline with 2nd row for flat resting plate

 Sliding folding sent backs for 2nd and 3rd row

 2nd row can fold in to a table

 Leather seats

 Fully auto climate control with micron our filtration system

 Till steering and height adjustable drawers seat

 Over 14 handy storage places

Performance

 2 Liter DOHC v6 engine

 166 bhp 6000rpm

 Load low end torque – 236 NM 4500 rpm

 Variable our intake system for performance and efficiency at al engine

speeds

 Direct ignition systems for reliability and efficiency

41
 Zero maintenance timing chain for durability and reliability

Handling

 Drive select 4x4 shift on the fly (UP to 100 kpr)

 Independent coil and strait suspension at the front

 5 links axle coil spiting at the rear

 16 mch wheel rims for better road holding on all surface

 Street lower brace for increased body rigidity .

Safety

 Highest safety rating by us crash testing agency 1.1.4.5

 Overall rating – good

 Shady ladder frame with built in front and rear crumple zones

 Steel reinforced passenger compartment with high tensile strength steel in A,

B and C pillars

 High tensile strength steel side impact beam

 Secure ISO- fix child seating system

 Dual front Airbags

 Seal felt with pretend screeners and load limiters to hold a person in till air

bags can deploy perfectly

 Antilock break system (ABS) with electronic Break Circe distribution for

perfect controlled stop irrespective of the surface.

Price

42
Model Showroom Cost On Road Cost

Deluxe (Limited Edition) 1801805 1890058

X Wagon R

Comfort

 First class Airline seating

 Split rear seats for flexible passenger and boot space.

 Full flat folding seats for enhanced luggage space

 Powerful AC

 Super smooth ride with McPherson strut suspension at the front and trailing

with coil spring at the rear

 Key less entry

Style

 Original tall boy design

 Clear lance head lamps and tail lamps

 Classy chrome grille

 Elegant upholstery

 Sporty & roof rails

Technology

43
 1061 cc mpfi low friction engine develops 64 bhp @ 6200 rpm

 DDLI (Dual Coil Distributor less ignition) system for reliability and

excellent performance

 32 X 4 Hyper tech

 16 bit and 32 bit Ecm for reliability and speed

 4 valves per cylinder for an ideal mix of great efficiency and performance

 Electronic power steering

 Vehicle speed sensitive

 Maintenance free

 Lesser load on engine

 Computer controlled self diagnosis

Safety

 Meets stringent international safety norms

 Head lamp leveling

 Twin Air bags- optimal in vxi

 ABS- optional vxi

 Side impact beams in front and rear doors

 Rigid passenger cell with protective crumple zones

 8 inch Booster Assisted brails

 Anti roll bar

44
 Good visibility with high seating position

Price

Model Showroom Cost On road Cost

Ordinary 332912 360334

Deluxe 382728 380825

Deluxe (with airbag) 407224 437176

Full option 454393 485950

XI ALTO

Comfort

It’s cool

 Super cool AC

 Power full and effective compressor

Delightful Drive

 Right turning radius

 Speed sensitive maintenance fuel electric power steering

 Gas filled absorbers

 McPherson struts with torsion type anti roll- bar suspension

Safety

 Adhering to straighten international safety standard

 Highly ride monologue frame

45
 Dual side impact door beams

 Dual diagonal 20cm booster assisted brakes

 Rear door child safety lock

 Non- jamming door

 Large halogen lamps

Technology

Electronic power steering

 Vehicle speed sensitive

 Maintenance free

 Lesser load on engine

 Computer controlled diagnosis

32 x 4 hyper techs

 32 bit ECM for reliability and speed

 4 valves per cylinder for an ideal mix of great efficiency

 And performance

Performance

Brilliant performer

 16 x 4 hyper tech technology

 Out standing fuel efficiency

 2 impressive road handling

46
 Excellent pick- up and acceleration

Global Accolades

The global car

 Exported to many countries including advanced countries in Europe like UK,

Holland etc

 Doing very well its in segment around the world

 Particular’s car price guide UK gives the following rates

 3 star on value

 4 star on running cost

 3 star on reliability

Price

Model On Showroom cost On road cost

Ordinary 233664 252424

Deluxe 267341 287192

Deluxe (Limited Edition) 275341 295451

Full option 285678 306123

Full option (Limited Edition) 293678 314382

47
 XII SWIFT

Comfort

Rally based suspension system

 Rally bred, European influenced and specially adapted for India the handling

is easily amongst the finest in the class

 The swift platform has a wide track, and a long wheel base giving the swift

amazing stability and also a very roomy Cubin

 Front suspension comprises of McPherson struts with anti roll bar mounted

on a sub frame, where as rear suspension. Comprises of coil spring with gas

48
dampers and a torsion beam set up gives the swift a superior combination of

handling stability and ride comfort

 Tube less radials shod on 14 rich rim make sure that the swift remain sure for

led as ever

 The new generation of electronic power steering places the assist motor at

the pinion and No:1 on the column. This give more assist and significantly lower

cabin noise

 A rooming cabin all round thanks in part to the wide for print. The swift has

excellent head, leg and shoulder room for all occupants. The seating is very

comfortable and gives the occupants a very natural posture with excellent back and

leg support

 The swift has very low cabin noise levels thanks to collaborate and advanced

technologies used in various areas of the car like sound absorbing material vibrating

dumpers and special construction techniques.

 An excellent suspension not only makes the swift a nimble handler but also

provides is comfortable ride over all kind of surface

AUTOMATIC CLIMATIC CONTROL

 Black control over the weather inside with just the push of a button. The

swift has a sophisticated fully auto climate control system, that can maintain the set

temperature inside come rain, sun or snow.

49
 The system does this by using advanced micro computers along with an

interior and exterior sensor

 The swift comes locked with features all designed to make it very convenient

use

 Central locking system and key less entry system with anti theft alarm

 Electronic boot opening

 Power windows

 Speed sensitive electronic steering

 Sporty short throw gear laves

 Cigarette lighter and luggage room accessory socket

 Dual trip digital trip meter etc

Styling

Dynamic European styling

 Styled in Europe the swift has a distinctively sporty bold and exacting design

 A distinctive sporty front face with uniquely vertically oriented clear head

lamps and a large back mesh bumper grille in the front

 At the side clearly defined shoulder lines complemented by bolding flared

wheel areas and side sills inlay farmer emphasize the cars straight and stability

50
 A substantial looking expressively sled largest meets a large wide rear

bumpers that forms a solid visual base for the lower part of the body one rear for

light is also neatly integrated with the bumper

 The glass home has a next sleek “wraparound” effect with the blacks out film

on the A and B pillars

Technology

6 microprocessors connected by CAN

 The swift has 6 microprocessor of computers that take care of various

function of the car

1. Engine

2. Power steering

3. Air bags

4. ABS and EBS

5. Body

6. Auto AC

 All 6 microprocessor of the swift are connected together by CAN (Control

Area Network) communication setup this ia like a LAN setup that we have in

officer for communication between computers

 The advantages of having the LAN system are few wires required as all

signal travel on the main wire. This make the system more reliable and computers

(TECH 2) which lead to foster repair times

51
Performance

Advanced AL Tech 32 Engine

 All aluminum construction

 32 bit ECM

 1300 cc

 16 valves

 87 bhp @ 6000 rpm

 113 Nm Torque @ 4500 rpm

 DDLI

 8 sensor system

Price

Model Showroom cost On road cost

Ordinary 399384 432587

Deluxe 425911 460016

Deluxe (Anti lock break system) 445935 480721

Full option (With Air bag) 506026 542857

DATA ANALYISIS

Most Preferable Maruti Model

MODEL PERCENTAGE
Maruti 800 46.6
Zen 6.6
Esteem 6.6

52
 Alto 16.5
WagonaR 10
Swift 13.7

Maruti Model

50 46.6
45
40
35
PERCENTAGE

30
25 Series1
20 16.5
15 13.7
10
10 6.6 6.6
5
0

i ft
em
00

aR
n

to
Ze

Sw
Al
i8

on
te
ut

Es

ag
ar

W
M

MODEL
Interpretation

The above graph shows that most people choose Maruti 800 than other Maruti

Suzuki Model. The rate of Maruti 800 is multiple than next most preferable Maruti

Model. The least preferable Maruti Models are Zen and Alto.

Mode of Awareness of Indus

MODE PERCENTAGE
Magazine 16.6
Friends 50
Advertisement 23.3
Self Alignment 10.1

53
 Mode of Awareness of Indus

10% 17%

23% Magazine
Friends
Advertisement
Self Alignment
50%

Interpretation

Most of the customers are known about Indus through their friends. There is a

lack of advertisement from the part of Indus Motors. So they have to concentrate

more on advertisement

Satisfaction of customers towards Maruti Suzuki

OPINION PERCENTAGE
Yes 93.3
No 6.7

54
 Satisfaction of customers towards Maruti Suzuki

100

90

80

70
PERCENTAGE

60

50 Series1
93.3
40

30

20

10
6.7
0
Yes No
OPINION
Interpretation

The above graph shows customer satisfaction of Maruti Suzuki. Above 95%

customers are satisfied with Suzuki that means Maruti Suzuki gain satisfaction from

the part of their customer. This may be the one of the reason of success of Maruti

Suzuki.

Reason of customer satisfaction of Maruti Suzuki

REASON PERCENTAGE
Style 30
Driving comfort 16.7
Mileage 23.3

55
 Service 30

Reason of customer satisfaction of Maruti Suzuki

30% 30%
Style
Driving comfort
Mileage
Service
23% 17%

Interpretation

This graph show that reason of customer satisfaction of Maruti Suzuki service

and style of their product Maruti Suzuki have large number of service stations in the

country. So it may be the most reason of selecting Maruti Model by people.

Whether customer continue the use of Maruti Suzuki

OPINION PERCENTAGE
Yes 83.3

56
 No 16.7

Whether customer continue the use of Maruti Suzuki

90
80
70
60
50
PERCENTAGE 83.3
40 Series1

30
20
10 16.7

0
Yes No
OPINION

Interpretation

This graph check whether the customer continue the use of Maruti Suzuki. In

out of 30 Customers 25 persons are saying that they will continues the use of Maruti

Suzuki Model. This shows how customers are satisfied with Maruti Model.

Whether the customers own any other car

OPINION PERCENTAGE
Yes 26.7
No 73.3

57
 Whether the customers own any other car

80
70 73.3
60
50
40
30 26.7
20 Series1
10
0
S1
Yes PERCENTAGE
No
OPINION

Interpretation

This is used to test whether the customer of maruti own any other cars, most of

the people doesn’t own any other car, but 26% of people own other companies car.

Attraction to Indus Motors

ATTRACTIONS PERCENTAGE
Service 40
Customer care 3.3
Convenience 16.7
Product availability 40

58
 Attraction to Indus Motors

40% 40%
Service
Customer care
Convenience
Product availability

3%
17%

Interpretation

Most of the people are attractive to Indus Motors due to their service and

product availability. Indus motor providing a high quality service to their customers

and the customer will get product very easily because it is available in Indus Motors

at any time

Customer’s satisfaction about Indus Customer care

OPINION PERCENTAGE
Yes 40
No 60

59
 Customer’s satisfaction about Indus Customer care

40%
Yes
No
60%

Interpretation

The above graph shows that whether the customer of Indus motors are satisfied

with the customer care facilities provided by Indus motors. Only 40% of customer are

satisfied with Indus customer care. Other 60% are not satisfied. So Indus motors has

to give more concentration on customer care.

Service Provided by Indus Motors

MARK PERCENTAGE
Excellent 26.7
Very good 40
Good 30
Poor 3.3

60
 Service Provided by Indus Motors

40

35

30

25

PERCENTAGE 20 40

30 Series1
15 26.7
10

5
3.3
0
Excellent Very good Good Poor
M ARK

Interpretation

This graph shows customer comment on service provided by Indus motors.

40% of customer are giving ‘very good mark for the service. 27% of customers are

saying that service provided by Indus motors is Excellent, only 3% of people are

giving poor mark for the service of Indus Motors.

FINDINGS

 Indus Motors are providing very good services for Maruti Suzuki

Customers in Kerala

61
 Information transfer and data processing between employees are very

good

 They are providing good services for their customers

 Main competitor of Indus Motors is Maruti Popular

 Customers are Highly satisfied with Indus Motors Service

 Indus provide Maruti insurance service to their customers

 Indus Motors are providing high quality spares and parts.

 Unity of employees are very good

 The sales performance of Indus Motors are very good in condition

 They doesn’t provide any huge advertisement

 Customer care services of Indus Motors are very poor

SUGGESTIONS

62
 Activities of field executives should be improved

 No of field executives are very poor

 Provide more facilities to customers

 Maruti Suzuki concentrate on launching new models along with the up

gradation of previous model.

 Give more importance to advertisement

 Focus more on customer care activities

 Watch the activities of competitors very well

 Motivate employees very well

CONCLUSION

After the study and analysis I am concluding that Indus motors are providing

very good service for Maruti Suzuki customers in Kerala. This is because of the

63
unity of the employees and the quality of the strategies which they are following.

Indus Motors are little ahead than other dealers of Maruti Suzuki and other four

wheeler companies in Kerala. Information transfer and data processing between the

departments and top-level managers and employees are very good . After the

analysis done through questionnaire the overall performance of the Indus Motors

are very good in condition. After the study and analysis I also conclude that the

most customers of the Maruti Suzuki are satisfied with it and are willing to continue

with Maruti Suzuki and also satisfied with the service provided by Maruti Suzuki

Indus Motors.

Indus group is one of the largest car service networks in India . They are

started Business as four wheeler distributor of Maruti Suzuki. Indus starated in 1985

under the Brand name Indus motors Pvt Ltd. This organization is no:1 dealer in

Kerala and 2nd Biggest dealer in the Country. Indus has opted promotional media

such as newspapers, posters, catalogues, Video Films etc. the marketing tools and

techniques such as loan Mela and Exchange Mela and Marketing executives are

adopted by Indus Motors are the same that are adopted by other four wheeler

distributors, But Indus compared to other cars the efficiency and usage attract more

customers to purchase their brand of car. This target has been achieved by Indus

inspite of heavy competition from other brand of cars such as Santro, accent etc.

64