INDEX
CONTENTS
EXECUTIVE SUMMARY
INTRODUCTION OF MARUTI SUZUKI
HISTORY OF AUTOMOBILES
MILESTONE AND AWARDS
COMPANY PROFILE
PRODUCT PROFIFE
DEALERS PROFILE
OBJECTIVES OF THE STUDY
DESIGN OF THE STUDY
PROJECT ANALYSIS
FINDINGS
SUGGESTIONS
CONCLUSION
BIBLIOGRAPHY
ANNEXURE
PAGE No.
Page | 2
EXECUTIVE SUMMARY
Maruti Suzuki is market leader in multi utility vehicles in the India from 2003. The total sales
numbers in 2009-10 market a growth of 29 per cent over last financial year. Maruti Suzuki's total
sale in 2009-10 was 792,167units.
During March 2010, Maruti Suzuki sold total of 95,123 units, growing 11 percent over March
2009 (85,669 units). The March 2010 numbers include domestic sales of 79,530 units and the
highest ever monthly exports of 15,593 units. The previous highest monthly exports were in
August
2009
at
14,847
units.
Maruti Suzuki is now expanding its production capacity to reach 12, 50,000 units (1.25 million)
by 2012. In March 2010, the company announced an investment of Rs 1,700 Crore for expansion
of the production facilities by 2.5 lakh units at its Manesar plant.
The main objective of the study is to know the Customer satisfaction toward the Maruti
Swift a heart car launched by Maruti Suzuki.
The survey involved gathering wide information about the company, its product, customer
satisfaction toward Swift and impact of various competitive firms on the company.
From the information collected, various aspects were identified by the company, where there is a
needs to focus more to improve the efficiency of the marketing team of Maruti Suzuki
automotives.
The research was conducted through collection of the primary and secondary data. Secondary
data was collected through visiting various web sites, automobile magazines and other reliable
sources. Primary data was collected through a well framed questionnaire, from which a detailed
analysis was done using various statistical I.T. tools.
On the basis of the secondary data analysis and the extensive analysis of the primary data,
interpretations were drawn for the questions and on the basis of those interpretations conclusion
and suggestions were drawn.
Page | 3
Hyundai Getz is the major competitor of the Maruti Swift. Because 22% to 26% customers have
changed their decision from GETZ to SWIF. 22 to 26% customers wanted to buy Getz but after
launching the Swift they changed their decision.
Customers are highly satisfied with the Swift Diesel model .The customers are ready to pay their
money on the Swift for better satisfaction .Now the present time the swift is going on the
advance booking before 5 to 6 months.
Maruti Suzuki automotive has to increase its market share in the A2 segment car and in the
defense purpose and also in MPVs.
In the survey we found that customers are not happy with the Swift back glass because they are
unable to clear visibility in the back side when they have to need of back gear due to the very
small size of back glass.
Customer is emotionally attachment with the swift due to their safety features of the swift. And
mileage of swift is also major part of customers satisfaction. The customers believe that the
Swift is not costly according to their features. Customers are in very enthusiastic mood to see
the new change in the Swift.
INTRODUCTION
Page | 4
Maruti Suzuki India Limited is a publicly listed automaker in INDIA. It is a leading fourwheeler automaker manufacturer in south a Asia. Suzuki Motor Corporation of Japan holds a
majority stake in the company. It was the first company in India to mass-produce and sell more
than a million cars. It is largely credited for having brought in an automobile revolution to India.
It is the market leader in India and on 17 September 2007, Maruti Udyog was renamed Maruti
Suzuki India Limited. The company headquarter is in Gurgoan, Haryana. Maruti Suzuki is one of
India's leading automobile manufacturers and the market leader in the car segment, both in terms
of volume of vehicles sold and revenue earned.
Maruti Udyog Limited (MUL) was established in February 1981, though the actual production
commenced in 1983 with the Maruti 800, based on the SUZUKI Alto kei car, which at the time
was the only modern car available in India, its only competitors- the Hindustan Ambassador and
premier Padmini were both around 25 years out of date at that point Through 2004, Maruti has
produced over 5 Million vehicles. Maruti are sold in India and various several other countries,
depending upon export orders.
Models similar to Maruti (but not manufactured by Maruti Udyog) are sold by Suzuki and
manufactured in Pakistan and other South Asian countries. The company annually exports more
than 50,000 cars and has an extremely large domestic market in India selling over 730,000 cars
annually. Maruti 800, till 2004, was the India's largest selling compact car ever since it was
launched in 1983. More than a million units of this car have been sold worldwide so far. Due to
the large number of Maruti 800s sold in the Indian market, the term "Maruti" is commonly used
to refer to this compact car model. Till recently the term "Maruti", in popular Indian culture, was
associated to the Maruti 800 model. Maruti Suzuki was born as a government company, with
Suzuki as a minor partner to make a people's car for middle class India. Over the years, the
product range has widened, ownership has changed hands and the customer has evolved.
MISSION-To provides maximum value for money to their customers through continuous
improvement of products and services.
Page | 5
Page | 6
1994 Opel
1995 Ford Motors
1995 Honda SIEL
1995 Reva Electric Car Company
1995 Daewoo Motors
1996 Hyundai Motors
1997 Toyota Kirloskar Motors
1997 Fiat Motors (Re-Entry)
1998 San Motors
1998 Mitsubishi Motors
2001 Skoda Auto
2003 Chevrolet Motors (Re-Entry)
Following the economic reforms of 1991, the automobile section underwent deli censing and
opened up for 100 percent Foreign Direct Investment. A surge in economic growth rate and
purchasing power led to growth in the Indian automobile industry, which grew at a rate of 17%
on an average since the economic reforms of 1991.
The industry provided employment to a total of 13.1 million people as of 2006- 07, which
includes direct and indirect employment. The export sector grew at a rate of 30% per year during
early 21st century. However, the overall contribution of automobile industry in India to the world
remains low as of 2007.
Increased presence of multiple automobile manufacturers has led to market competitiveness and
availability of options at competitive costs. India was one of the largest manufacturers of tractors
in the world in 2005-06, when it produced 2,93,000/- units. India is also largely self-sufficient in
tyres production, which it also exports to over 60 other countries. India produced 72 million
Page | 7
OVERVIEW
Indias car market has emerged as one of the fastest growing in the world. The number of cars
sold domestically is projected to double by 2010, and domestic production is skyrocketing as
foreign makers are setting up their own production plants in India. The governments 10-year
plan aims to create a $145 billion auto industry by 2016.
According to McKinsey, the auto sectors drive to lower costs will push outsourcing. The auto
sector could be worth $375 billion by 2015, up from $65 billion in 2002. McKinsey thinks India
could capture $25 billion of this amount. Out of 400 Indian suppliers, 80 percent have the ISO
9000 certificatethe international standard for quality management.
The production of automobiles in India is largely aimed at local consumers. Several Indian
Manufacturers also export a diverse variety of auto components. Tiku (2008) predicts a
sale of 4.2 million four wheeler automobiles in India by 2015. Indian passenger vehicle
exports are also expected to rise from 170,000 in 2006 to 500,000 in 2010. Indian
automobile companies.
Page | 8
Car market leader Maruti Suzuki India Limited sold a total of 10, 18,365 vehicles in 2009-10. This is the
first time in Indian automobile history that a car company has sold over a million units in a financial year.
This included 8, 70,790 units sold in the domestic market, the highest ever by the company in a fiscal. The
export sales of 1, 47,575 units in the year were the highest ever annual exports by the company.
The total sales numbers in 2009-10 mark a growth of 29 per cent over last financial year. Maruti Suzuki's
total sale in 2008-09 was 792,167units.
The domestic sales in the fiscal, in A2 segment grew by 23.8 per cent while in the A3 segment the sales
growth was 30.8 per cent, as compared to 2008-09
The export numbers in the year were led by A-star. This fuel efficient compact car clocked over 1.27 lakh
export sales in the fiscal. A-star was exported across Europe including United Kingdom, France, Germany,
Italy, Netherlands etc. The major non-European export markets are Algeria, Chile, Indonesia and
neighboring countries. South Africa, Hong Kong, Australia and Norway were new markets where Maruti
Suzuki cars were exported during the year.
Page | 9
In March
Segment Models
Till March
2010
2009
% Change 2009-10
2008-09
% Change
A1
M800
2762
2430
13.7%
33028
49383
-33.1%
10875
6021
80.6%
101325
77948
30.0%
55415
-1.2%
633190
511396
23.8%
Alto,
A2
Wagon-R,
A3
SX4, DZire
10453
8595
21.6%
99315
75928
30.8%
78853
72461
8.8%
866858
714655
21.3%
MUV
677
1394
-51.4%
3932
7489
-47.5%
Domestic
79530
73855
7.7%
870790
722144
20.6%
Export
15593
11814
32.0%
147575
70023
110.8%
Total Sales
95123
85669
11.0%
1018365
792167
28.6%
*Ritz launched in May 2009, Grand Vitara launched July 2009 and Eeco launched in January 2010
On March 23, 2010, Maruti Suzuki rolled out the one millionth car of the year 2009-10. This feat takes the
company into a very select group of global automakers with such volumes.
Maruti Suzuki is now expanding its production capacity to reach 12, 50,000 units (1.25 million) by 2012. In
March 2010, the company announced an investment of Rs 1,700 Crore for expansion of the production
facilities by 2.5 lakh units at its Manesar plant.
A spate of new launches and product refreshments during 2009-10 helped the company to clock sterling
performance in the fiscal. These included Maruti Suzuki Ritz (May 2009), all-new Grand Vitara (July'09),
new Estilo with K-series engine (Aug'09), new SX4 with VVT engine and SX4 with automatic transmission
(Oct'09) and Eeco (January 2010).
P a g e | 10
M800
Omni,
versa,
Eeco*
Alto,
A2
Estilo,
Till May
%
April'09 March'10
2010
2009
2558
2336
9.5%
4816
4681
2.9%
33028
12953
7619
70.0%
23607
15343
53.9%
101325
53760
16.6%
119095 100577
18.4%
633190
50.8%
99315
Change
2010-11 2009-10
%
Change
Wagon-R,
Swift, 62679
Ritz*, A-Star
A3
SX4, D'zire
10883
6782
60.5%
20877
89073
70497
26.4%
168395 134449
25.2%
866858
968
288
236.1%
1680
40.8%
3932
Domestic
90041
70785
27.2%
170075 135642
25.4%
870790
Export
12134
9087
33.5%
25158
57.5%
147575
Total Sales
102175 79872
27.9%
195233 151620
28.8%
1018365
MUV
Gypsy,
Vitara*
Grand
AWARDS
Indian award
No. 1 in Initial Quality Study - JD Power
Total Customer Satisfaction - TNS Study
13848
1193
15978
P a g e | 11
Iceland:
Ireland:
Samper it Irish Car of the Year 2006 - Irish Motoring Writers Association
New Zealand:
National Business Review Small Car of the Year - The National Business Review
Australia:
United Kingdom:
P a g e | 12
Malaysia:
NST MasterCard Car of the Year 2005 "Small Car" - New Strait Times
China:
2005 Chengdu Market Car Ranking "Best Design" - Chengdu Economic Daily
COMPANY PROFILE
Maruti Suzuki India limited, a subsidiary of SMC, Japan, is the leader in passenger cars and
multipurpose vehicle (MPVs) in India, accounting for almost 55% of the total industry sales.
The company formerly known as Maruti Udyog limited was incorporated as a joint venture
(JV) between government of India and SMC, Japan on 24 th February, 1981.The first car was
rolled out from its Gurgaon facility on 14 Dec 1983.Since then; it has sustained its leadership
position in the Indian car market.
We, at Maruti Suzuki, celebrated 26 years of car manufacturing in India 2009-10. Having
achieved manufacturing excellence in India, we are now in the process of enhancing our R&D
capabilities to design and develop cars.
In 2009-10, the company sold 722,144 cars in the domestic market and exported 70,023 cars
.Cumulatively, it has produced and sold over seven million cars .The total income of the
P a g e | 13
company for 2009-10 stood at Rs. 214,538 million (USD4.46 billion@ 1USD=Rs.48). We now
aim at selling 750,000 units in the domestic market and exporting 130,000 units in 2009-10.
Maruti Suzuki has a strong balance sheet with Reserves and Surplus of Rs.92, 004 million &
debt equity ratio of 0.07 as on 31st March, 2010.
DOMESTIC SALES AND SERVICE NETWORK
TOTAL SERVICE NETWORK--------------2767
TOTAL SALES NETWORK-------------681
REGIONAL OFFICES--------------------16
AREA OFFICES----------------------09
ZONAL OFFICES------------------04
DELHI CORPORATE OFFICE The company has the largest sales and service network amongst
car manufacture in India .It had 681 sales outlets in 454 cities as on 31st March, 2009. The car
park of the company is in excess of seven million vehicles and to service this car park ,the
company has 2,767 service workshops in 1,314 cities .The service network of Maruti Suzuki
includes Dealer workshop, Maruti Authorized services stations (MASs),Maruti service masters
(MSM)and Maruti service Zones (MSZ).
Besides selling and servicing vehicles, the company provides its customers with one stop-shop
experience such as automobile Finance, Automobile insurance, Maruti Genuine Parts and
Accessories, Extended warranty and Maruti Certified pre-owned car outlets in 181 cities as on
31st March, 2009.
EXPORTS
Maruti Suzuki exported the first lot of 500 car to Hungary in September, 1987.Presently, we are
exporting to over 100 markets in Europe, Asia, Latin America, Africa and Oceania.In2008-09,
the company launched a new model A-Star that meets stringent European safety and emission
regulation. The company has exported over 500,000 cars so far.
P a g e | 14
Trust of People
Maruti Udyog Ltd. is the market leader for more than two decade.
WEAKNESSES
P a g e | 15
OPPORTUNITIES
Already a market leader so great opportunity to be the king of market in every stage of
industry
THREATS
To the market share, as many big names are coming in the industry
COMPANY PRODUCT
The company offers a portfolio of 13 brands, ranging from the peoples car Maruti 800 to the
stylish hatch back, Swift, SX4 sedan and luxury sport utility vehicle (SUV), Grand Vitara.
More than half the cars sold in India wear a Maruti Suzuki badge. As per the classification by the
society of Indian Automobile manufacturers (SIAM), Maruti Suzuki models are categorized
under the following heads:
A1 Segment (up to 3400 mm)
: Maruti 800
A2 Segment (3400 mm to 4000 mm): Alto, Estilo, WagonR, A-star, Ritz, Swift
P a g e | 16
P a g e | 17
(4) SX4- Men are back:- Revolutionary European design ,world class drive by wire
takes
Vitara model first hit the road in Japan in 1988 as a 3-door part time four wheel drive (4WD).
In its second avatar, the Vitara came armed with a stylish design, superior engineering and a new
name, the Grand Vitara. Launched in India on 1st July, 2009
(6) VERSA The joy of travelling together:- Experience the joy of travelling together. Equipped
with
twin ACs, large sliding doors and flexible seating, the Versa
encourages family and friend to enjoy long drives and getaways together. In spite of being so
spacious, its design allows for easy maneuverability in the city.
P a g e | 18
(7) SWIFT You are the fuel: A new kind of computer car ,one thats based on a fresh approach
to design
passenger experience that places it in a class of its own and has true worldwide appeal.
Cargo,
needs across different user segments & can double up both as a people carrier and a goods
carrier .it is easy on the pocket, yet tough on the job.
(9) WAGONR-For the smarter race:- Drive with complete peace of mind .The world class
safety
Wearing new vibrant colors, the new WagonR is full of freshness and energy to keep you
charged up and always ready to go.
P a g e | 19
maneuverability,
sleek yet rugged frame, the Gypsy King is the real adventure MUV ,whether ploughing through
the dirk tracks, climbing formidable terrain or making way through the city traffic .Maruti
Suzuki is proud to support the operations of our countrys defense services with the tailor made
Gypsy King .Gypsy has proved its mettle during defense operation in the Himalayas and Thar
desert.
(11)ESTILO*-Take a fresh view of life:- The all new ESTILO is a new landmark in terms of
design
and technology, with its all new aerodynamic design , Estilo sets
the benchmark and makes each drive a fresh new experience .Complementing its stylish looks
are new ,classy and elegant interiors that redefine comfort .Whats more ,the all new Estilo with
its advance K-series engine gives you incredible power each time you turn on the
ignition.*Launched in August,2009
(12) A-STAR- Stop @ Nothing:- Designed to perfection ,driven only to succeed ,A-Star has
taken over the world. Made in India to meet European standards, the car symbolizes the
P a g e | 20
beginning
,Powered by the latest state of-art ,light weight K-series petrol engine, it has the best in class
pick-up and segment beating mileage of 19.59 kmpl. It is expected to many European and NonEuropean countries under the brand name of Suzuki alto and Suzuki Celerio respectively. As
tested by Automotive Research Association of India (ARAI),Pune ,Indias premier automotive
research agency.
(13) RITZ*-live the moment:- The Ritz combines modern European design, the sportiness of
the swift,
acclaimed expertise in compact cars, Ritz is an exceptional blend of modern design &
practicality .The interior of the car are smartly styled providing a very comfortable space to all
the people in the cabin .The K12M petrol engine and 1.3 liter DDiS diesel engine powering the
Ritz are supremely refined & silent with best in class fuel efficiency.*launched on 15th
May,2009.
Product Line Products
A1------- 800
A2------- Alto, Zen, WagonR, Swift, A-star
A3------- D ZiRE, Sx4
P a g e | 21
PRODUCT PROFILE
The all-new Maruti Suzuki Swift is fully loaded with a range of exciting new features. It's a
perfect complement to your evolved tastes and lifestyle. And the best way to take your
driving pleasure to a brand-new high European Styling. Japanese Engineering Dream-Like
Handling.
The new Swift is a generation different from Suzuki design. Styled with a clear sense of
muscularity, its one-and-a-half box, aggressive form makes for a look of stability, a sense that it
is packed with energy and ready to deliver a dynamic drive. Its solid look is complemented by an
equally rooted road presence and class defining ride quality. New chassis systems allow for the
front suspension lower arms, steering, and gearbox and rear engine mounting to be attached to a
suspension frame. You get lower road noise and a greater feeling of stability as you sail over our
roads with feather-touch ease.
Reviews of swift
Car India
The Swift has more than its fair share of silicon livery under its hoodThis intricate network of
processors controls everything on the Swift.
Auto India
The Swift is really peppy in city traffic/conditions The torque comes into action in truly linear
P a g e | 22
motion.
Car India
Average mileage of 15.6 kmpl.
Auto India
Unlike other hatchbacks on the road, this one also boasts an Automatic Climate Control System
You just set the specific temperature you want, and leave the rest to the system.
Car India
The suspension is tuned to be taut and sporty. This means that handling and feedbackare
brilliant.
Car India
The Swift leads the charge in the occupant safety stakes by being the first hatchback in the country
to have front air bags in its specification sheet.
P a g e | 23
of these make the Swift amongst the safest set of wheels on the road today. And you can be sure
thats not by accident.
ON COLLISION, NO IMPACT
Extra security for the car is provided by iCATs, which make the car theft-proof. Hi-tech features
like a built-in RF Transponder in the key and an electronic authentication systemadd up to
peace of mind.
EYES ON THE ROAD. LIGHT ALSO
P a g e | 24
Headlamp leveling allows four levels of beam adjustment, depending on how packed your car is.
It ensures optimum visibility for the driver and glare-less driving for oncoming vehicles.
P a g e | 25
The Swifts Antilock Braking System, together with Electronic Brake-force Distribution, allows
you to maintain directional control over the wheels in the event of sudden braking. The Antilock
System prevents the car from veering off the road.
DDIS
1.3L DDiS Diesel Engine
Efficient combustion.
Higher torque.
Cleaner emission.
Optimized NVH.
P a g e | 26
Improves breathing.
Cleaner emissions.
Cleaner emissions.
Minimum noise.
Environmentally friendly
Easy to maintain.
AUTO TEMP
Automatic Climate Control
P a g e | 27
Great Performer - at 85 ps @ 6000 rpm and 113 Nm @ 4500 rpm, the new engine has
improved compression ratios and delivers better initial and passing acceleration in city
driving conditions for zippier overtaking.
Highly Fuel-Efficient - the 16-valve lightweight DOHC engine reduces friction and
improves durability and fuel economy to be best-in-class at 17.94 kmpl**
More Comfortable Drives - A more silent engine with reduced vibrations. Lower NVH
(noise, vibrations and harshness) provide an enhanced drive feel with lesser driver
fatigue.
Low Maintenance Cost The new K-Series engine means longer oil change intervals
and
RBSS
improved
spark
plug
life.
P a g e | 28
Slightly European, Somewhat Japanese, And sinfully good looking, Not only a generation
different from Suzuki design, but also the shape of things to come.
When we put together the new Maruti Suzuki Swift, we made sure we did nothing we had ever
done before. We wanted to build a car that made car-makers whack their designers and say,
Why didnt we think of that?
So we did. And gave you a car thats more spacious, more user-friendly, more refine, more eyecatching. A compact car that makes all others looks like Mamas boys. Its cheeky. Chic, Radical.
Chunky Pumped-up Chiseled, Tantalizing. Haughty Impatient, Manic. Its you
P a g e | 29
The Swift announces its presence. This stance allows the Swift to hug the road for classdefining handling. It also makes a roomy interior.
NEVER IN DRAG
Aerodynamic front air dam, Airflow-smoothing door mirrors. Spoiler-type tailgate. All reduce
drag and wind noise. It cuts like a knife.
BUTT, SERIOUSLY
A curvy, oh-so-wide bumper, Shapely hatch, Lamps that extend from the shoulder lines. Makes
P a g e | 30
Provides more assist, reduces cabin noise and aids fuel efficiency.
Get into your most comfortable driving position. Reach the pedals without cramping. A 35mm
height adjustment and a 240mm fore-aft slide range are at your service*.
HANDLE WITHOUT CARE
P a g e | 31
A strong underbody structure. Class-defining body rigidity. And cutting-edge suspension. All
allow you to handle the Swift with feather-touch ease. Letting you cruise over Indian roads in
comfort.
LOVE, SEAT.
Theres so much pleasure here, its almost hedonistic. Seats you can adjust so you can travel in
style and luxury. A glasshouse cabin that wraps around you, So you can interact better with the
dash, knobs, panels and the whole car!
An easy-on-the-eye instrument cluster, A mobike-style tachometer. An illuminated-ring
speedometer, for better visibility as you cover miles, A three-spoke steering. A spherical shift
knob. Its sporty all over. And so the outside doesnt get inside, there are as many as 17 noisereducing features. An invisible Do Not Disturb sign to the world outside.
SHIFT WITH PLEASURE.
P a g e | 32
An updated short-stroke design, with enhanced shift linkages, gives you a firm, quick shift feel.
THE SWIFT CABIN WRAPS AROUND YOU
So its easier to touch. Feel, And get superb all-round visibility Coupled with a smooth driving
experience.
OPEN WIDE
The boot accommodates plenty. So when you drive up into the mountains, bring the mountains
back.
PUT IT HERE
P a g e | 33
For all that you can remember and everything you cant. Even your little dark secrets.
OPEN HATCH EASILY.
An electronic tailgate opener is ideal when your hands are full with her luggage. Or maybe just
her.
XXXL
Its a car that becomes a party table. A deck chair, A giant shopping basket, A delivery truck. Or a
comfortable bed for two, Perfect to shack-up in, during those long drives.
Diesel Technology
P a g e | 34
SUPERIOR TECHNOLOGY
The DDiS engine has won the International Engine of the Year Award*
in Europe. DDiS is the superior Common Rail Direct Injection
Technology that powers Maruti Swift Diesel.
This future-ready engine is highly compact and incredibly fuel efficient.
It is the lightest engine in its segment*, generates a class beating 190 Nm of torque and has an
amazing power of 75 BHP for a superior drive. This refined engine is the first in India# to have a
5 Step Multi Injection Technology for smoother running, low noise and cleaner exhaust. It is
perfect both for city and highway driving.
SUPERB PERFORMANCE
This next generation DDiS engine has a 16 valve cylinder head for more power and higher engine
response leading to a smoother ride.
It boasts of a combination of Turbocharger and Intercooler for high performance. It has Double
Over Head Camshaft (DOHC) for precise control of valves - another first that delivers better fuel
efficiency.
It is the only engine with a Chain Drive Timing System, which is maintenance-free for the entire
life of the engine.
It is a compact, light-weight and refined engine with an Aluminum Bed Plate to ensure low noise
and vibration.
ENVIRONMENT FRIENDLY
The combination of a 16 valve cylinder head and a 5 Step Multi Injection System gives efficient
combustion leading to cleaner emissions.
#In A2 diesel segment
P a g e | 35
Silent
Minimum Vibration
Class Beating Power
Environment Friendly
Great Mileage
Maintenance Free
Table shows that the Maruti Suzuki has larger number of variety in the segment A&B so
the sales must be good in these segments. But it is lacking behind its competitors in segment
C, D & E
P a g e | 36
customer looking for up gradation in his car. Their sole motive of having so many product
offering is to be in the consideration set of every passenger car customer in India. Here is how
every price point is covered.
SNO.
BRAND
VARIANTS
PRICE
IN
HYDERABAD
MT
1749373
GRAND VITARA
AT
1884001
MARUTI SX4
VXI
708761
ZXI MT
819964
ZXI
852542
LDI
567142
ZDI
701497
VDI
616336
LXI
478426
ZXI
625207
VXI
530429
VXI
475899
LXI
422544
ZXI
539147
LDI
492643
VDI
548773
LX
338670
SWIFT DEZIRE
SWIFT
WAGON R
P a g e | 37
10
11
12
GYPSY
OMNI
MARUTI 800
ESTILO
EECO
A STAR
RITZ
LXI
363399
LX Duo
350286
VXI
387197
VXI ABS
418492
ST(Soft Tob)
532537
HT(Hard Tob)
551711
Cargo
214324
Cargo LPG
209160
5 Seater
244002
STD MPI
193568
A/C MTI
215880
LXI
357144
VXI
413577
LX
331162
7 STR
306248
5 STR
282028
318225
LXI
358970
ZXI
424185
VXI
386894
IDI
482794
VDI
537236
LXI
404557
ZXI
500723
P a g e | 38
13
ALTO
VXI
436478
STANDERD
231099
LXI
280648
LX
263036
PRICE OF SWIFT
In Hyderabad
Variant
4,22,545
4,56,164
4,75,899
4,91,128
4,92,644
5,29,809
5,39,148
5,48,774
P a g e | 39
if the Swift had no engine, people would buy it and thats because of its outrageous
concept-car looks.
The Getz scores highly on practicality: it is spacious, comfortable, has a good boot and many
user-friendly touches.
MARUTI SUZUKI SWIFT
List price (ex-showroom, Hyderabad) Rs 4.04-5.07 lakh
Top speed 174kph
0-60kph 5.22sec
0-100kph 12.29sec
Kpl 13.85 (overall)
For Styling, value for money
Against Small boot and rear seat
HYUNDAI GETZ
List price (ex-showroom, Hyderabad) Rs 4.74-5.36 lakh
Top speed 144kph
0-60kph 5.61sec
0-100kph 14.47sec
Kpl 12.45(overall)
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SWIFT
MUCH
MORE
FRUGAL
In many of our luxury car tests, we say efficiency figures aren't too big a deal; here, however,
they mean everything. And no question about it, the Swift is always about 1.5kpl better than the
Getz in every environment, partly due to the longer gearing. For the Getz's 10.4kpl in the city,
the Swift returns 11.5kpl; for 14.5kpl on the highway from the Hyundai, the Maruti gives 16.2.
TECHNICAL SPECIFICATION
Layout
ENGINE
MARUTI SWIFT
HYUNDAI GETZ
4-cylinder, 1298cc, naturally 4-cylinder, 1341cc, naturally
Max power
Max torque
Specific output
Power to weight
Torque to weight
Installation
aspirated petrol
aspirated petrol
87.5bhp at 6000rpm
82.9bhp at 5500rpm
11.52kgm at 4500rpm
11.8kgm at 3200rpm
67.41bhp per liter
61.81bhp per liter
86.63bhp per tone
76.95bhp per tone
11.45kgm per tone
11.23kgm per tone
Front, transverse, front-wheel Front, transverse, front-wheel
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Construction
drive
All aluminum
drive
Alloy head and cast iron
Bore/stroke
Valve gear
Compression ratio
Ignition and fuel
block
74.0/75.5 mm
71.5/83.5 mm
4 per cylinder, SOHC
3 per cylinder, SOHC
9.0:1
10.1:1
Spark ignition and multi-pointSpark ignition and multi-point
petrol injection
petrol injection
GEARBOX
Type: 5-speed manual
Ratios/kph per 1000rpm
3.54/7.73
1.90/14.39
1.28/21.41
0.96/28.37
0.75/36.2
4.105:1
STEERING
Power assisted rack and
pinion
3.15
pinion
3.0
Front
SUSPENSION
Macpherson strut with and
Independent with
coil spring
Gear
1st
2nd
3rd
4th
5th
Final drive
Type
Rear
5th
4th
3rd
2nd
1st
*estimated
beam axle
Torsion bean and coil spring Gas-filled dampers
MAXIMUM SPEEDS (kph/rpm)
169/4700
165/5680*
174/6100
150/6700
146/6800
118/6800
97/6800
83/6800
54/6900
45/6800
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The company is an authorized dealer of Maruti Udyog Limited (MUL) for sale of its entire
range of motor vehicles. It is also authorized to service & repair all Maruti cars and also deal
in spare parts of Maruti cars.
RKS Motor was established in the year 1997;
the business is managed under the able
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leadership and guidance of Mr.Vinay Saboo, Managing Director. With an experience of over
three decades in retail sales and service, it took Mr. Saboo just three short years to set up this
dealership, since then the growth has been phenomenal.
The dealership has also won many awards and accolades under the leadership of Mr. Saboo,
it has also got ISO 9001 certification. Vinay Saboo was one of the Team Member of group
of 6 Delegates who visited Japan on study tour of used car business in Japan. He strongly
believes that achieving customer delight is the single most important focus of the group. The
group enjoys very high status in the society and business world...
INFRASTRUCTURE
At present the group operates 2 (two) state of the art showrooms located in the heart of the
cities of Hyderabad & Secunderabad, they have till date sold a whopping 50,000 cars! The
group has 5 full fledged Maruti Authorized workshops spread in all four points of the city
The Uppal workshop has won the award as the best marketed workshop while the
Somajiguda showroom was adjudged as the best Maruti showroom in India.
OURPHILOSOPHY
RKS has a strong base of 1 lakh satisfied customers from all walks of life. Our mission
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TEAM,STAFF,WORKFORCE
RKS firmly believes that employees are one of the main source of strength for the
organization. It has as many as 500 professionals working directly & indirectly at all levels.
The human resources management at RKS seeks to create a corporate culture where values
such as "Continuous Improvement" and "Respect for People" are fully reflected in all
activities.
The company takes maximum care to ensure stability of employment and strives to improve
working conditions.
All employees are encouraged to give suggestions to improve the efficiency or working
conditions. They are also appropriately rewarded for the same. Thus RKS seeks to progress b
empowering its employees.
TEAM SABOO
A dedicated fully professionally managed organization with independence of working.
Executive Director: Pramod Manudhania, FCA, Chartered Accountant, looking
after over all administration and operation.
General
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The
Awards:
To know the perception towards the Brands about the sales, services, offers to buy
Maruti Suzuki products.
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RESEARCH METHODOLOGY
Two broad research methodologies can be used to answer any research question. They are
experimental research or Non experimental research. In experiment research, there is control
over the extraneous variable and manipulation of at least one variable investigation. In Non
experimental research , there is no intervention beyond that needed for the purpose of
measurement .
RESEARCH DESIGN:A research design is a statement is a statement or specification of the method and producers used
for acquiring the information needed for the solution of some specific problems. It provides a
scientific frame work for conducting a research.
Although research design may be classified by many criteria, the most useful one concern the
major purpose of the investigation. On the basis, research design can be classified into three
classes Exploratory, Descriptive and Casual. If no formal design or structure questionnaire are
used, exploratory design is used .If a person is conversant with the problem environment, or is
conducting the research for some specific purpose using structure questionnaire to gather
information, the research design is descriptive casual research design is used to establish cause
and affect relationship.
For descriptive studies and also casual studied, data analysis and project output are critical
aspects of research planning, this study uses descriptive design.
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Establishing the facts that are available at present and the additional facts required.
The data required from this study is collected from primary and secondary sources;
The data collected are both Quantitative and Qualitative.
PRIMARY SOURCES:The primary used for gathering data required for this survey is Survey method
In the survey method a survey of the consumers satisfaction toward four wheeler is done. A
planned effort is made using structured questionnaire to interview the respondents. The
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respondents are the owners of the four wheeler, who are interviewed, are chosen using non
probability sampling method.
The survey can be done through personal interviews .In this study respondent are interviewed
personally so that the errors involved in gathering primary data are minimized.
SECONDARY SOURCES:The secondary sources used for collecting data are:1.Internal Sources: Companys Reports.
Companys Publications.
Companys Employees.
Company Strategy.
1. External Sources:Information was gathered from Magazines like Auto Expo, Car Bazaar, and Business
World & Business Today. Business dailies like The Economic Times, The Business Line
etc
News Paper like The Hindustan Times, Business Standard & The Corporate Times. Apart
from this information was also taken from internet.
SAMPLING PROCESS:Taking into account the practical considerations ( Such as time limit, cost, etc ) the study a
sample survey as the means of means of gathering primary information. A sample survey allows
a reason to concentrate his attention upon a relatively small number of people and hence, to
devote more time and energy to ensure that the information collected from them is more
accurate.
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DEFINING THE POPULATION:The first thing that a sample plan must include is the definition of the population to be
investigation. The population should be defined as clearly as possible. The population chosen for
the study, taking in to consideration the objective of the study is defined as, all the customer of
four wheeler.
SAMPLE DESIGN:Sample design is the heart of the sample planning process. A sample design involves
specifications of the type of sample used, the appropriate sampling unit, and the sample size.
TYPE OF SAMPLE:The study use non probability sampling most of the sampling in marketing research is non
probability in nature of the various non probability methods , convenience sampling method is
used in this study rather than using a table of random number as in probability sampling .
convenience sampling means that the sampling unit are accessible, convenient and easy to
measure. The advantage of choosing a non -probability sampling methods is that the sampling
error will be when compared to probability sampling.
SAMPLING UNIT:The sampling unit forms the basis of the entire sampling procedure. It is that which is actually
chosen by the sampling process. The sampling unit may contain one or more population
elements. The sampling unit in the study consists of the private employees, government
employees, business people and others.
SAMPLE SIZE:The sample consist of 50 customer selected from the Hyderabad using convenience sampling
method. Out of the customers selected for the study, some did not own four wheeler and some
had not responded well. Hence they had to be replaced by other customers.
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LIMITATIONS:-
Taking the market conditions into consideration the survey, which include a
sample of 50, was a respective one.
Due to the limitation of span of time and limited resources survey was conducted
for a period of 6 weeks.
The geographic region covered for the survey was limited to the boundaries of the
Hyderabad city.
Since the survey was conducted at the market localities and the person who has
owns a Maruti Swift
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The reaction and attitudes are subjected to changes according to their needs and
time.
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No. of Respondents
Percentage (%)
Petrol
18
36
Diesel
32
64
Total
50
100
Analysis:Here we have to find out that maximum value of Diesel model in the market that is 64%
out of total sample size so we can say that current scenario of the market maximum
captured by Diesel model compare to Petrol model. Now in present time customer prefers
more Swift Diesel model.
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No. of respondents
Percentage (%)
Price
15
30
Product Features
20
40
Brand
14
Service
16
Total
50
100
Analysis: Here we found that the product feature of swift car is more influencing factor
to purchase power of the consumers. In this chart it is clear that product feature is very
important factor for the consumption level of the product. So this is showing that % of
product feature is more than compare to others i.e. 40%. Hence, selling of swift car is
depending upon the product quality.
No. of respondents
Percentage (%)
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Through Advertisement
12
24
Dealer
18
36
Showroom
10
20
Durability
10
20
Total
50
100
Analysis:
Above diagram shows the highest value of dealer. Where a dealer provides different
warranties, services, convenience, availability and other facilities to the consumers whatever
he wants. So dealer is important mediator for delivering the goods and services to the
consumers. Here, dealers percentage is greater than to others i.e. 36%.
No. of respondents
Percentage (%)
Very Good
10
20
Good
16
32
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Average
10
Not Good
11
22
Cant Say
16
Total
50
100
Analysis:
This chart shows the various suggestions towards the maruti swift engine. Most of the
suggestions are good. On the other hand, most of the consumers are satisfied from its engine
capability. Hence, we can say that % various feedbacks of the consumers regarding good is
higher than compare to others i.e. 32%.
5.Customer satisfaction toward mileage of Maruti Swift.
Particulars
No.of respondents
Percentage (%)
Yes
30
60
No
20
40
Total
50
100
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Analysis:Here we found that 60% customers are satisfied with the mileage of swift and other 40%
customers are not satisfied with the mileage of Swift they have diffirent perception regarding
the mileage of swift .This chart showing the majority of satisfied customers, so we can say
that customers are satisfied with mileage of swift.
No. of respondents
Percentage (%)
Very Good
10
20
Good
17
34
Average
12
24
Cant say
11
22
Total
50
100
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Analysis:This chart is showing that just customer satisfied with the safety features of swift because
when customer expect more safety then cost of swift beccome high. So here 34% customers
are satiesfied with safety features of swift and only 20% are most satisfied with the safety
and 24% average satisfied with the safety features remaining 22% are unable to say about the
safety features of the Swift.
No. of respondents
Percentage (%)
i 20
13
26
i 10
18
Ritz
11
22
Getz
11
22
Indica
12
Total
50
100
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Analysis:
Here we found that 26% is the highest value so its indicate that i20 is the best competitors of the
Swift ,after that Getz and Ritz are good competitors of Swift. Now Indica has come in market
with diffirent features and luxurious model so it is also a good competitor of Maruti Swift. In
this chart i10 got the 18 % so it indicate the i10 is also competitor of Swift.
8. From the consumer point of view, Price maintain by the Maruti Suzuki in
the future :
Particulers
No. repondents
Percentage (%)
Yes
19
38
No
15
30
Cant say
16
32
Total
50
100
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Analysis:Here we can see in chart that is 38% customers opinions that company will be able to maintan
the price in the future but 32% customers opinion that no, company will be increase the price of
swift because it is necessary for maintenance the cost of company . Other 30% customers are
unable to say anythings they are depend on the company decision.
No.of respondents
Percentage (%)
Yes
26
52
No
13
26
Cant say
11
22
Total
50
100
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Analysis:Here we found the costomers are very enthusiastic to want change in the swift for their better
satisfaction i.e.52% response by the customers. And 26 % customers dont want to change in the
Swift , 22% customers are unable to say that will be change in the swift .
Here majority is saying that customers want to change in the Swift as mostely customers want to
change in the Back Glass of the Swift due to no clear visible in back side when driver apply
back gear, because back glass size is small. So customers want little bit improvement in the
Swift car.
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No.of respondents
Percentage (%)
1-3 Years
18
36
3-5 Years
11
22
5-10 Years
15
30
12
Total
50
100
Analysis:Here we found that most of the customers are changing their car between 1-3 year. Because
changing any product is depend upon the money as well as time factor. Hence we can say that
consumers can not chang their car less than 1-3 years.
FINDINGS
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Basing on the data gathered from the customers , which was analyzed , the
following observations are made.
Here we found that the customers are fully satisfied with the Diesel model of Swift. So
now this time market mostely captured by the swift and booking of swift advance going
on .
Majority of the customers preffering the swift due to the product features. They are fully
satisfied by product with the deffirent features of Swift .
Here majority of the customers will be buy pre-owned car by the dealers due to they want
to true value of the car.
Here customers gave the good value for the Swift engine they have no any doubt
regarding swift engine. Thats why costomers has fully satisfied .
We found that majority of the customers are fully satisfied with the mileage of Swift car.
Majority of the customers said that we are satisfied with the safety features of the Swift
so they gave only good response .They are saying that if we want very good safety
feature then car price will be also high.
Majority of the customers preffering the i20 and Getz as the good competitors of the
Swift.
Mostely customers hope that maruti will be not hike the price in the future, it will be able
to maintain the price of the swift . Some of the customers has hope that when cost of raw
material will hike then price will also hike .
Costomers are fully enthusiastic to saw some new changes in the future swift . Majority
of customers want to some change in the future , As back side glass.
Mostely customers changing there car between 1-3 years.
SUGGESTIONS
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After analyzing the findings ,the following suggestions have been prepared .Great
care has been taken in the making these suggestions for improvement of the
customer satisfaction :
A constant urge to upgrade and keep pace with the changing times gives
organization the competitive advantages or cutting over the competition .
The service centre must be ready with all type of spare part all over the time .
Improve in the size of back glass for clear visibility in back side .
Introduce low instalment and low down payment schemes to attract more people .
Satisfy existing customers by giving more value and offers.
Some costomer want to change in the swift back light as round shape .
There is heavy demand for Maruti Swift in the market , so the supply has to be
improved to meet the demand of the customers .
Inspect the servicing centrs continuosly so that they try to follow rule and
regulations strictly ,and will serve the car on time .
Try to maintain reasonable price of the swift, as this is the key factor for
customers satisfaction towards Swift .
All the cars of Maruti Suzuki Must be available in the each and every showroom.
Company must try to tap the rural area with the help of print media and hoarding .
CONCLUSION
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After analyzing the interpretation and finding the following conclusion were
made: -
After interacting with the customers, I found that ,customers are emotionally attached with
Maruti Suzuki Brand . Most of customers are highly satisfied with Maruti Swift.
Maruti Suzuki is giving very tough competition to its competitors like Tata Motor, Hyundai
Motor etc.
During my survey, I found that Swift mostly preffering by young age people in A2 segment
car . They are fully satisfied towards Swift.
Customers are not happy with the back glass of Swift due to very small size they cant see
easely in back side on back gear.
Maruti suzuki is providing the cutomer satisfaction not only selling the cars, and it want to
beat their competitors .
The company is the known to providing the good service and quality.
I found in my survey that Maruti Suzuki product is first preffering by the defence as Gypsy,
Gypsy and Grand Vitara has power gear.
BIBLIOGRAPHY
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BOOKS
AUTHOR
MARKETING MANAGEMENT
PRINCIPAL OF MARKETING
RESEARCH METHODOLOGY
R.C.KOTHARI
WEBSITES:
http://www.marutisuzuki.com
http://www.marutiswift.com
http://www.marutidealer.com
http://www.marutiindia.com
PRINT MEDIA:
THE TIMES OF INDIA
THE HINDU
AUTO EXPO MAGAZINES
AUTO CAR MAGAZINE
BUSINESS STANDARD
ANNEXURE
QUESTIONNAIRE
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Name .
Mobile
No
Email.
Profession..
b) Diesel
Q.2. Which feature influenced you the most while Considering your Swift purchase?
Price
Product feature
Brand
Service
Q3. If you plan to buy a pre-owned car, through which source you would like to buy?
Through advertisement
Dealers
Showroom
Durability
Q 4. Your valuable suggestion/Comments on Maruti Swift Engine?
.................................................................................................................................................
...................................................................................................................................................
Q.5. Are you happy with the mileage of your swift?
a) Yes
b) No.
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...................................................................................................................................................
...........................................................................................................................................................
..........
Q.8. Do you think Maruti Suzuki will be able to maintain the price of Swift in future if there is
hike in cost of raw materials?
.Yes
. No.
. Cant say
Q9Are you looking for any changes in Swift for better Customer satisfaction.
......................................................................................................................................................
...........................................................................................................................................................
.
Q.10.How frequently you change your car?
1-3 years
3-5 years
5-10 years
More than 10 years.
THANK YOU
DATE
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