a study to measure satisfaction level of swift car owners

SHANTESHA MOTORS PVT. LTD.

Chapter 1

1.1 Introduction of the topic

1.2 Statement of the problem

1.3 Need for the study

1.4 Objectives of the study

1.5 Scope of the study

BELGAUM INSTITUTE OF MANAGEMENT STUDIES(M.B.A.) 1


1.1 INTRODUCTION OF THE TOPIC

It gives me immense pleasure to present you this entire project. The project emphasis on

“A STUDY TO MEASURE SATISFACTION LEVEL OF SWIFT CAR OWNERS

AT BELGAUM CITY” The study is undertaken at Shantesha motors pvt ltd. Belgaum.

The project focuses on measure satisfaction level towards the Swift car with respect to

enhance sales at Belgaum city.

Literature Review:

INDIA’S leading car manufacturer Maruti Suzuki is all set to launch its

much awaited Swift Diesel car.The move is likely to stir the high end compact car

segment as well as the mid-size seaden market to an extent.

As in the case of Swift petrol,which was launched in India around the same

time as in other parts of the world,the company is launching Swift Diesel within a few

months of launching it in Europe .The Diesel engine at present has a localization level of

75.5%,making it more suitable to the Indian roads.The people are eager to look at change

in automobile industry.

The Swift has exponential growth in market with high competition,in the Swift

you get aircon,which Hyundai is not offered in the getz and that is big plus.Unabasehedly

stylish.with a clear sense of muscularity car in a history of Maruti Suauki.The auto

experts say as Even if the Swift had no engine people would buy it –

and that’s because of its outrageous concept car looks.As per the present surveyed

concern the result of the sales is higher than the last year.



Customer Satisfaction:

One of the key requirements of customer satisfaction is to amicably

solve any customer complaint/problem. Often a problem well solved strengthens the

relation further and this happens at the personal level and also at the organizational level.

Bond111 and et.al,identified three different sets of critical –to-quality(CTQ)Factors that

generate Customer satisfaction and dissatisfaction: basic, articulated and basic factors

may betaken as stated need and the implied need respectively. Excitement factors are

quite different in nature, their absence does not lead to dissatisfaction, but their presence

in products/services generate high levels of satisfaction, they have aptly commented that

excitement factors are the most difficult to identify and they have to be discovered along

with the customer. An effective complaint handling process helps identify these factors.

Firms should use the standard not only for immediate improvement in

customer satisfaction through effective complaint handling process but also take strategic

advantage by making the system more convenient for the customer to lodge a complaint

in order to get better ideas from the customers. This standard is suitable for both big and

small organization.



1.2 STATEMENT OF THE PROBLEM

In Indian car industry, small car segments have played a very crucial and significant role due

to its economy, efficiency and effectiveness. Due to invasion of foreign cars into Indian

markets, the pace of competition has hiked. This study will provide solutions to the problems

of the management to know the satisfaction level of the Swift car owners. And the reason for

preferring or not preferring the Shantesha motors Pvt. Ltd. services, by the swift car

customers.

Thus keeping these points in mind, a few objectives were set such as satisfaction level of

swift car and with respect to services of the Shantesha motors Pvt. ltd. The preferences

towards particular car and services or particular facility, the effectiveness of the introduced

services, causes for dissatisfaction are some objectives of this study.

1.3 NEED FOR THE STUDY

The main purpose of the study is to know the “A Study to Measure the Satisfaction level of

Swift car Owners at Belgaum City” This study will provide solutions to the management by

understanding feedback from particular car users. The organization should lend the services

in such a manner which will satisfy their customer in other wards the Customer satisfaction

play important role in the success of any organization



1.4 OBJECTIVES OF THE STUDY

1. To know the satisfaction level of swift car Owners through various measures.

2. To understand competitive advantage towards other car segments

3. To find opinions of respondents as regards to their state of level of satisfaction with

regards to swift car

4. To understand the facilities /service expected by customers from Dealer

1.5 SCOPE OF THE STUDY

The study will provide the solutions to the management by understanding customer

feedback, and the level of satisfaction towards the service provided by the management or

organization. Through this study the management will know

To study the reason why people opt four-wheeler

To know the features considered by the customers while purchasing a Swift car.

To know the satisfaction level of Swift car owners

To know the reason for preferred only Swift car



Chapter 2

2.1 Literature review

2.2 Industry profile

2.3 Company profile

2.4 Organization chart



2.5 Introduction about Swift car

2.1 LITERETURE REVIEW

Now for the serious review: The car is well built and the doors have the typical heavy car door sound - they go THUNK when you shut them. The interior is quite spacious - in front. The dashboard is well laid out and is neat to look at - the instrument console (speedometer- fuel guage, temp guage, warning lights) is easily visible. The rear seats according to my brother are quite comfy - there's decent leg room for the rear passenger even with the front seats pushed almost back.

The only thing missing in the rear seats in terms of comfort are teh rear head rests - the LDi doesn't have them! It doesn't bother much me since I'm the one who'll be driving most of the time! :D Another point that I'd like to bring up about the rear seats is to counter what some reviewers have said about the sloping roof cramping the rear seat occupants. - According to me, it is an optical illusion that the rear seat occupants are cramped due to the sloping roof - the only reason being that the front of the roof is actually quite high - the head room in front is more than adequate for a man in a turban to sit comfortably. so by the time the roof tapers to the rear - it's actually at a normal height - Hats off to the designers for that!

The turning radius is qreally good too - compared to the Fiat Palio 1.9D (i used to drive my sisters car a lot) it's a dream!

The bigger wheels tend to absorb more potholes that the Gurgaon roads have to offer the daily commuter!

The car is broader than what it seems, and takes a bit of getting used to - ADVICE: install the Left ORVM immediately upon purchase of the car- and USE IT! I've heard people say they don't use it because they don't want to break them in traffic - I feel its better to break a mirror than to break your car!!! In the swift the central rear view mirror doesn't offer too much visibility - so the outside mirrors really help - besides good drivers use these mirrors effectively!

The boot is not as spacious as some cars in this category - however, one can easily pack 3 air bags for a weekend trip OR a large suitcase. I feel it's enough



2.2 INDUSTRY PROFILE

MARUTI UDYOG LIMITED

Maruti Udyog Ltd was established in Feb 24 1981 through an act of parliament, to meet

the growing demand of a personal mode of transport caused by the lack of an efficient public

transport system. SUZUKI Motor Company chosen from seven prospective partners

worldwide. This was not only due to their undisputed leadership in small car but also their

commitment to actively bring to MUL contemporary technology and Japanse management

practices. A license and a joint venture agreement were signed between Govt. of India and

Suzuki motor company in 1982

Modernization off the India Automobile industry.

Production of large number of motor vehicles, which was necessary for economic growth.

Maruti created a history by going into production in a record of 13 months.

On 4th December 1983, the prime minister of India, Mrs. Indira Ghandi, handed over the keys of the first Car to Mrs. Harpal Singh of Dehli Volume targets were routinely exceeded and in march

1994, maruti became the first Indian company to produce over one million vehicles, a

landmark yet to be achived by any other car company in India. Maruti is highest volume car

manufacture in Asia, outside Japan and Korea, having produced over 3.5 million vehicles by

December 2001. Maruti is one of the most successful automobile joint ventures and has made

profits every year since inception till 2000-2001 although Maruti generated operating Profile

on an income of Rs.92.5 billion, high depreciation on new model launches resulted in a book

loss. They are on track for profits in 2001-02, with a profit of Rs . 300 million in the first half.

In this period sales have increased by 55.33% against an industry decline of 6.1% Maruti

revolutionized the way Indians looked cars no other company so completely dominates its

home market. (The economist) despite their being 1st company in the car market. Maruti

holds about 60% of the total market share MUL is also the first and only car company in the

world also lead as home market in terms of both market share and in these JD power

customer satisfaction study JD power.

Asia pacific 2000 India customer satisfaction studies. Great stress is laid on training and

motivating the people who maintain the man and equipment, since the best equipment alone

cannot guarantee high quality and productivity. MUL introduced maruti 800 in the year 1983



by providing a complete facelift to the Indian car industry. The car was launched as a people

car with a price tag of Rs. 40,000 this changed the industry’s profile dramatically

Maruti 800 was will accepted by middle income facilities in the country and its sales

increased from 1200 units in FY 84 to more than 2,00,000 units in FY 99. However in FY

2000, this figure came down to 189,184 units due to rising competition from Hyundai’s

Sentro, Telco’s Indica and Daewoo’s Matiz. MUL extended its product range to include

Vans, multi utility vehicles(MUL’s) and mid sized car. The company has single handedly

driven the sales of the car in the country from 45,000 in financial year 84 to 409,951 cars by

Fy 2000 cornering around 79.6% market Share with increasing competition from new

entrants, this market shares has plummeted to almost 62% in FY 2000.

The de-licensing of auto industry in 1993 opened the gates to virtual flood of

international automakers into the country with an idea to tap the large population base of

9540 mm people. Also the lifting of quantitative restriction on imports by the recent policy is

expected to add up to flurry of foreign cars into the country.

Many companies have entered the car manufacturing sector, to tap the middle and

premium end of car industry. The new entrants are Daewoo (Matiz), Telco (Indicia) and

Hyundai (Sentro) in upper end of economy car market. GM Ford, Peugeot, Mitsubishi,

Honda and fiat have entered the foreign collaboration led to limitation on import of

technology through technical agreements.

The other control imposed on carmakers related to production capacity and

distribution. The GGOI control even extended to fixation of prices for cars and dealers

commissions. This triggered the start off a protracted legal battle in 1969 between some

carmakers and GOI. Simply put the three decades followings the establishment of the

passenger car industry in Indica and leading up to the early 1980’s proved to be the dark ages

for the consumer as his choice throughout this period was limited to two models viz,

ambassador and padmini. It was only 1985, after the entry of Maruti Udyog that the

carmakers were given a free had to fix the pricing of the end product.

In the early 80’s a series of liberal policy changes were announced marking anther

turning point for the automobile industry. The GGOI entered the car business with 74% stake

in Maruti Udyog Ltd, (MUL) the joint venture with Suzuki Motors Ltd, of Japan.

In 1985, the GOI announced its famous broad branding policy which gave new licenses to

broad groups of automotive products like two and four wheeled vehicles. Though a liberal

move, the licensing system was still very much impact.



Maruti Udyog Ltd,(MUL) a subsidiary of Suzuki Motor Corporation of Japan has

been of the Indian car market for about two decades. Its manufacturing plant, located some

25km south of New Dhlhi in Gurgoan, has an installed capacity of 3,50,000 units par annum,

with a capacity to produce about half a million vehicles. The company has portfolio of 11

brands Alto and wagon R, off-roader, Gypsy, mid-size Esteem, luxury car

Baleno, the MPV Omni, Versa and luxary SUV Grand Vitara XL7.

In recent years MUL has made major strides towards its goal of becoming Suzuki

motor corporation’s R and d hub for Asia.

It has introduced upgraded versions of wagon R, Zen and Esteem completely

designed and styled in house.

Maruti Suzuki India company profile

Company `

Maruti Suzuki India Ltd profile:

Ticker: 532500

Exchanges: BOM

2008 Sales: 181,040,000,000

Major Industry: Automotive

Sub Industry: Diversified Automotive Mfrs

Country: INDIA

Employees: 7090

ORGANIZATION VISION:

"The Leader in The Indian Automobile Industry, creating Customer Delight and

Shareholder's Wealth; A pride of India."



Production milestones

1981 Maruti Udyog Ltd. was incorporated.

1982 Steped into a JV with SMC of Japan.

1983 Maruti 800, a 796 cc hatchback, India's first affordable car was produced.

1984 Installed capacity reached 40,000 units. Omni, a 796 cc MUV was in production.

1985 Launch of Maruti Gypsy (970cc, 4WD off-road vehicle).

1986 Produced 100,000 vehicles (cumulative production).

1987 Exported first lot of 500 cars to Hungary.

1988 Installed capacity increased to 100,000 units.

1992 SMC increases its stake to 50 per cent.

1994 Produced the 1 millionth vehicle since the commencement of production.

1995 Second plant launched, the installed capacity reached 200,000 units.

1996 Launch of 24-hour emergency on-road vehicle service.

1997 Produced the 2 millionth vehicle since the commencement of production.

1998 Launch of website as part of CRM initiatives.

1999 Launch of Maruti - Suzuki innovative traffic beat in Delhi and Chennai as social initiatives.

2000 IDTR (Institute of Driving Training and Research) launched jointly with Delhi government to promote safe driving habits.

2001 Launch of customer information centers in Hyderabad, Bangalore, and Chennai.

2002 SMC increases its stake to 54.2 per cent. Launch of Maruti Finance with 10 finance companies in Mumbai. Start of Maruti True value in Mumbai.

2003 Production of 4 millionth vehicle. Listed on BSE and NSE after a public issue oversubscribed 10 times.

2004 Maruti closed the financial year 2003-04 with an annual sale of 472122 units, the highest ever since the company began operations 20 years ago.

2005 The fiftieth lakh car rolls out in April, 2005.

2006 Maruti and Magma in pact for financing cars .

2007 Maruti starts driving and Technical Training Institute for Tribal Youth.

2008 Maruti Suzuki inks agreement with Mundra Port for a mega car Terminal for Exports.

2009 Maruti Suzuki launched premium hatchback Ritz on May 15.

2010 Maruti Suzuki manufactures 10 lakh units in 2009-10.



AWARDS :

2004

Maruti Suzuki was No.1 in Customer Satisfaction, No.1 in Sales

No.1 in Total Customer Satisfaction (Maruti 800, Zen and Alto)

Business World ranked us among the country's five most respected

companies

Business World ranked us the country's most respected automobile

company

Voted Manufacturer of the year by CNBC

2001

MUL tops in J D Power CSI (200 1) for 2nd time in a row: another

international first

2000

Maruti bags JD Power CSI – 1st rank; unique achievement by market

leader anywhere in the world

1999

MSM launched as model workshop in India; achieves highest CSI rating.

Central Board of Excise & Customs awards Maruti with "Samman

Patra", for contribution to exchequer and being an ideal tax assessee

1998

CII's Business Excellence A ward

1996

Maruti wins INSSAN award for "Excellence in Suggestion Scheme"

Awarded the Star Trading House status by Ministry of Commerce

1994-95

Engineering Exports Promotion Council's award for export performance

1994

Best Canteen award among Haryana Industries as part of employee

welfare

1992-93




1991-92


MARUTI CULTURE:

Our employees are our greatest strength and asset. It is this underlying philosophy that has

molded our workforce into a team with common goals and objectives. Our Employee-

Management relationship is therefore characterized by:

Participative Management.

Teamwork & Kaizen.

Communication and information sharing.

Open office culture for easy accessibility

To implement this philosophy, we have taken several measures like a flat organizational

structure. There are only three levels of responsibilities ranging from the Board Of Directors,

Division Heads to Department Heads. Other visible features of this philosophy are an open

office, common uniforms (at all levels), and a common canteen for all.

This structure ensures better communication and speedy decision-making processes. It

also creates an environment that builds trust, transparency and a sense of belonging amongst

employees.



2.3 COMPANY PROFILE

SHANTESHA MOTORS PVT.LTD.

INTRODUCTION:

SHANTESHA MOTORS PRIVATE LIMITED is an authorized dealer for Maruti

Udyog Ltd, for Marketing, Sales, Maruti Genuine Spares, Maruti Genuine Accessories,

Service and Repairs of Maruti range of vehicles.

HISTORY:

Shantesha Motors commenced operations on 20/5/2000 in Belgaum and is one of the

good authorized dealers for Maruti Udyog Ltd. Today they have turn over of20 crores, hence

making them one of the Maruti dealer in India.

Shantesha Motors have the excellent network of sales and services center in Belgaum

and they are leading Maruti dealers in north Karnataka. At Belgaum Shantesha showroom is

located near to K.L.E Hospital. The workshop located at Nehru Nagar. carries out after sales

operations, free service, paid service and Running repairs. Besides this the workshop also in

to selling of pre-owned cars and Ranks First for the sale of pre-owned cars in India. The

stockyards situated at attach to showroom carries the pre-delivery inspection of all the

vehicles and gets them ready for the sales. It has paved surface stocking area of about 50 to

100 Maruti vehicles.


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Mgmt representiative

Sr.General mgmr (operations)

G.M.(Sales) G.M.(Works)

Sr. Exe (pre-Del)

Dy. Mgr (System)

Dy. Mgr (Sales)

Sr. Exe (Mgr Admn)

Asst. Mgr (Mktg)

Field Executivs

Pre-del & Delivery Executive

Sr. Exe (System)

Sales Executive

Dy. Mgr (Sales)

Dy. Mgr (Sales)

Stockyard Asst Asst. Supervisor

System Operator

MechanicWashing


2.4 ORGANIZATION STRUCTURE OF SHANTESHA MOTORS PVT LTD.

Showroom and stockyard:

Chief Executive officer



2.5 Introduction about Swift car

Maruti Suzuki Swift in India

Maruti Udyog Ltd. launched a compact car - Swift in the Indian automobile market in 2005.

Adorned with the combination of Japanese technology and European styling, the sedan has

won many awards since its launch. Comfortable interiors, stunning looks, and high ride

quality - all combine to make this hatchback an elegant and stylish car that is perfectly

suitable for Indian roads. Both petrol and diesel variants of Maruti Swift offer an enjoyable

ride, which is better than any other vehicle in the category of compact cars.

In India, Suzuki has launched Swift as a joint venture with Maruti and the car is known as

Maruti Swift. In the Indian auto market Swift is available with seven variants four with petrol

and three with diesel engine option. The petrol version of Maruti Swift is powered by 1.2L K-

series engine. The 1.2L, K-series petrol engine present in Maruti Swift is highly fuel efficient

with the availability of 16 Valve light weight DOHC engine that reduces friction and

improves durability and fuel economy to the best in town. Maruti Swift is endowed with 5

Speed Manual Transmission Gearbox. This gearbox is cable type gearshift which is of great

help at the time of shifting of gear. Maruti Swift’s powerful engine with the emission of BS

IV and is very fuel efficient and a very good performer that offers an impressive mileage of

14.4 kmpl in the city roads and 18.1 kmpl on the highways.

However, the diesel version of Maruti Swift is packed with 1.3L, DDiS engine with a

displacement of 1248cc. The 1.3L diesel engine is packed with turbocharger and intercooler

combination that offers efficient combustion and clear emissions. The diesel engine is

endowed with 5 step multi injection common rail system that offers better fuel combustion

and hereby gives good performance and makes the car economical to run. This compact

diesel engine is incredibly fuel efficient and offers a mileage of 16.9 kmpl in the city roads

and 19.6 kmpl on the highways.


http://en.wikipedia.org/wiki/Diesel_engine

http://en.wikipedia.org/wiki/Petrol_engine


Engine

Maruti Swift is powered by 1298cc, 16-valve engine that generates maximum power of

87bhp @ 6000rpm and maximum torque of 113Nm @ 4500rpm. The vehicle accelerates

from 0-100 km/h in just 10 seconds, with a maximum speed of 160 km/h. The gasoline

engine is equipped with MPFI injection system. On the other hand, the diesel variant of

Maruti Swift is powered by turbo-charged 1.3L engine, which delivers power of 75 bhp at

4000 rpm and 190 Nm of torque at 2000 rpm.The diesel engine comes with latest CRDi fuel

injection system

Design and Comfort

Its unique design has made Maruti Swift car a very tempting option in the hatchback

category. The concept car-like styling and excellent build quality of the car makes it stand out

in the crowd. Its compact dimensions allow it to squeeze into congested parking spaces. The

peeled back headlamps, tight front grille, and stylized tail lamps are some of its attractive

features. Bench-type rear seating of Swift allows three to sit and enjoy the ride comfortably.

The cabin comfort is enhanced by automatic climate control system (in ZXi variant).

Interiors

The beautiful and spacious interiors of Maruti Swift come with a variety of attractive

features. Fabric accented door trims look trendy, while the boot accommodates plenty of

luggage. The long wheelbase and width of the automobile ensure high level of comfort and

spaciousness for front and rear-seat passengers. The seats are designed thoughtfully, with a

deep base providing enough under-thigh support.



Ride and Handling

Maruti Swift is equipped with six on-board computers to optimize the car's performance and

drive quality as per the changing driving conditions. The engine is specifically designed for

better performance at low and mid-range speeds. It delivers considerable performance on

winding country roads and slow moving traffic as well. The strong underbody structure of

Swift allows suspension and steering systems to work to their full potential, so that you get a

more refined ride. The car comes with 5-speed manual gearbox, with cable-shift mechanism

that features an updated short stroke design for a firmer, quick shift.

Safety

Maruti Swift is equipped with collapsible steering column, front seatbelt pre-tensioners - with

load limiters, and energy absorbing trim - to safeguard its occupants on collisions. Dual front

airbags deploy in an instant, to protect the passengers from the impact of collisions. The

standard safety features found in all the variants of Maruti Swift are collapsible steering,

child safety locks, front and rear seatbelts and dual side-impact beams.



Maruti Suzuki Swift Models in India

MarutiSwift LXIThis is the base model of petrol version of car with BS IV emission and

features like ac, power steering, etc.

MarutiSwift VXI

This is the upgraded version of petrol version LXI with extra features like

fog lamps, black colored A & B pillars, silver paint door garnish, 12 V

accessory socket in centre console, etc.

Maruti Swift VXI

with ABS

This is again upgraded version of Maruti Swift VXI with extra feature of

ABS (Anti Braking Lock System).

Maruti Swift ZXI

This is the top end variant of petrol version with extra features like dual srs

airbags, seat belts with pretensioner, key with integrated remote control,

etc.

Maruti Swift LDI

This is the base model of diesel version with BS III emission and features

like power steering, air conditioner, seat belts, child lock, side impact

beams, etc.

Maruti Swift VDI

This is upgraded version of diesel engine with extra features like fog

lamps, colored door handles, front fog lamps, black colored A & B pillars,

key not removed warning buzzer, etc.

Maruti Swift VDI

with ABS

This is the top most variant of Sift diesel with extra feature of ABS in it

and the remaining feature of Maruti Swift VDI.

Maruti Suzuki Swift Petrol



The Maruti Suzuki Swift is a car with Japanese technology and European styling, sporty looks, elegant and innovative design.

Review of Maruti Suzuki Swift Petrol

The 1.3L engine gives a max. power of 87 bhp @ 6,000 rpm and a max. torque 113 Nm @ 4,500 rpm. The car sprints from 0-100kmph in a mere ten seconds and the car's top is 160 kmph. The instrument panel contains a tachometer, light-off/key reminder, driver's seatbelt warning lamp, door ajar warning lamp and 3-spoke urethane steering wheel. Standard interior features of the Swift Petrol are Cup holders, Sports-type spherical shift knob, Sun visors, Tripmeter, Remote fuel lid opener and Front door trim pocket.

The exterior features are highlighted via headlamp levelling device, tailgate opener key-type, windscreen wiper 2-speed+1-speed intermittent, rear fog lamps and green tinted glass window. The top end Swift fully loaded has extra safety features and accessories like automatic climate control (no other car in its class offers this feature), driver seat height adjuster, 12V accessory socket, electromagnetic type tailgate opener, rear window wiper & de-mister, ABS (Anti-lock Braking System) with Electronic Brake-force Distribution (EBD), keyless entry and dual front airbags.

Features and Specifications of Maruti Suzuki Swift Petrol• Displacement - 1298 cc• Maximum Power - 87bhp @ 6,000rpm • Maximum Torque - 113Nm @ 4,500rpm • Fuel Distribution Multipoint injection • Suspension Front - MacPherson strut and coil spring• Suspension Rear - Torsion beam and coil spring • Fuel Tank Capacity - 43 litres • Steering - Rack and pinion, power assisted

Comfort and Convenience• Power Steering • Front electric windows • Rear electric windows • Central door locking 4 doors 5 doors • Automatic climate control system • Heater

Mileage of Maruti Suzuki Swift Petrol

11 km per litre in the city and 14 km per litre on the highway

Price of Maruti Suzuki Swift Petrol



(Ex-Showroom Mumbai Price) [fn] Maruti Suzuki Swift Price [/fn]

MARUTI SWIFT LXI - Rs 4,29,468 (Non-Metallic), Rs 4,29,468 (Metallic)

MARUTI SWIFT ZXI (ABS) - Rs 5,49,435 (Non-Metallic), Rs 5,49,435 (Metallic)

MARUTI SWIFT VXI (ABS) - Rs 4,82,765 (Non-Metallic), Rs 4,82,765 (Metallic)

MARUTI SWIFT VXI - Rs 4,61,889 (Non-Metallic), Rs 4,61,889 (Metallic)

Accessories for Maruti Suzuki Swift PetrolGenuine Company Accessories[fn] Swift Accessories [/fn]

Available Colors for Maruti Suzuki Swift Petrol

Metallic Beam Blue, Metallic Midnight Black , Metallic Mint Frappe, Mettalic Azure Grey,

Solid Bright Red, Metallic Crystal Gold, Metallic Garnet Orange and Metallic Silky Silver.

Competing Cars with Maruti Suzuki Swift Petrol

• Chevrolet Aveo U-VA• Hyundai Getz Prime• Fiat Palio Stile• Skoda Fabia



MARUTI SWIFT 2007 - Diesel

The new model of Japanese engineering is all set to roll out on Indian roads in the year 2007.

Its European style of design laden with dream-like handling is ready to boost its share in the

Indian market with its Maruti Swift 2007 model. It now aims to expand its share with Maruti

Swift which is currently dominated by Hyundai Getz and Fiat.

MARUTI SWIFT (DIESEL)



The diesel version of new Maruti Swift comes at ex-showroom price of Rs. 4.6 lac and

above. It is priced at Rs. 4.84 lac in Mumbai where as the ex-showroom price is lesser in

Delhi at around Rs. 4.68 lac. The estimated on road price for the new Maruti Swift 2007

diesel model is Rs. 5.4 lac.

The new Maruti Swift 2007 is available in LDi and VDi models. The new LDi and VDi

models are equivalent to earlier LXi and VXi models and they have taken the market by

storm with the economical features provided. Currently, there is no equivalent to the ZXi

model of earlier Maruti Swift 2005 models. It gives all the luxuries of a basic car owner in

the most economical price band. Dimensions of the new Maruti Swift 2007 diesel model are

same as the petrol model, however; the diesel version experiences an increased weight of 85

kgs. The 1.3L Multijet engine is sure to capture the compact car segment and is a perfect

beauty. However, if you are looking at more space and head roof Maruti Swift 2007 is not the

car for you.

The new diesel model of Maruti Swift has surprised Indian customers with its improved and

powerful version of engine. The engine, manufactured under license from Opel and Fiat, has

already bagged the "Engine of the Year 2005" award in Europe in the 1 to 1.4 lt. category. It

is turbocharged with 1.3 lt. DDiS or Deisel Direct Injection System that lends 190 nm torque

which enables only 4.6 lt of fuel consumption per 100 km. This engine is supposed to be

world's smallest engine with four cylinders. Each cylinder is four valve cylinders and has

inline cylinder configuration. With better performing engine, experts hope that this diesel

version would produce lesser noise than its contemporaries

Technical Specifications of Maruti Swift



Overview

Model Maruti Swift

Body Type Hatchback

Number Of Doors 5

Seating Capacity 5

Fuel Capacity 43 liters

Dimensions

Length 3695mm

Width 1690mm

Height 1530mm

Wheelbase 2390mm

Ground Clearance 170mm

Minimum Turning Radius 4.7 m

Weight

Kerb Weight 980 kg [LXi] 1000 kg [VXi] 1010 kg [ZXi]

Engine

Type 1.5-litre DOHC 16-valve

Number Of Cylinders 4

Displacement 1298 cc

Transmission Five-speed manual, with synchromesh in all gears, one reverse

Max. Power 87bhp @ 6000rpm

Max. Torque 113Nm @ 4500rpm

Suspension

Front Suspension MacPherson strut and coil spring

Rear Suspension Torsion beam and coil spring

Brake

Front Ventilated Discs

Rear Drums



Steering Type Rack & Pinion

Tyre Size 165/80 R14 / 185/70 R14 (tubeless)

Maruti Swift DZire

The new Swift DZire joined the Swift and SX4 in Suzuki's Indian lineup and is intended to

"redefine the market and stir excitement in the entry level sedan segment".

Swift DZire

It's a good news for the consumers because Swift DZire, which comes both in diesel and

petrol engines, offers luxury feature options including integrated stereo, steering mounted

audio controls, automatic climate control and power windows as well. Not only this but, it is



also equipped with latests safety features like Dual Airbags, ABS with EDB, collapsible

steering column and an i-CATS anti-theft facility. It's true to say that many of these features

are being offered for the first time in this segment in contemporary car market in India.

Variants

Petrol Diesel

LXI LDI

VXI VDI

ZXI ZDI

Features

Launched as a replacement of the earlier mid size sedan Maruti Esteem, the Swift DZire is

sophisticated in look and features. There is a long list of features of Swift DZire which

includes:

Interiors

Steering Mounted Audio Controls:

Swift DZire is equipped with a classy dashboard integrated audio system with remote control

along with powerful speaker.

Automatic Climate Control (ACC):

Whenever you need to choose you temperature, just choose the temperature you desire

and the on-board computers is there to auto-adjust to the weather outside, maintaining precise

cabin temperature.

Exteriors

Makes Heads Turn with its desirable exteriors:



• There is a chiseled shoulder line to complement muscular flared wheel arches and

sills.

• Rich chrome styling for an imposing grille and an impressive rear is also there now.

• Stylish wraparound tail lamps fitted.

• Powerful clear lens headlamps for superior night visibility is and additional benefit for

you.

• Headlight leveling allows you perfect light beam adjustment while driving.

• A high mounted stop lamp and a rear bumper-integrated fog lamp give clear signals to

following traffic, thus avoiding accidents.

Comfort & Convenience

Indulge your desire of complete comfort:

• All around power windows for improved convenience to the drivers is there now.

• Sounds absorbing materials and vibration dampers for a smooth and pleasurable drive.

• Now, there is height adjustable drivers seat for personalized driving position.

• A tilt adjustable steering column lets you to set it just right for your height, so you

enjoy a comfortable drive and enjoy the ride even for long distance.

• Improved comfort in the back row for those who don't drive but enjoy the ride.

Variants

Though, Swift DZire is a car yet, it has something different from others in terms of

performance. Below mentioned points really makes it a perfect blend of style and luxury in

the contemporary car market. Few info just for you:

Petrol Diesel

LXI VXI ZXI LDI VDI ZDI

Comfort & Convenience



Electronic Power steering Yes yes Yes Yes yes Yes

Adjustable steering – tilt - - Yes - - Yes

Driver's seat height adjustment

- - yes - - Yes

Front electrical power windows

- yes yes - yes Yes

Rear electrical power windows

- yes yes - yes Yes

Central locking (4 doors) (4 doors) (4 doors) (4 doors)

Manual air conditioning Yes yes - Yes yes -

Automatic climate control system

- - yes - - Yes

Heater Yes yes yes Yes yes Yes

Front Manual Window Yes - - Yes - -

Rear Manual Window Yes - - Yes - -

TECHNICAL SPECIFICATIONS OF MARUTI SWIFT DZIRE

DZire Petrol DZire Diesel

ENGINE

Type MPI petrol/in-line/SOHC Multijet/DDis/DOHC

Fuel distribution Multipoint injection Common Rail

Capacity 1298 1248

No. of cylinders 4 4

No. of valves 16 16

Bore x Stroke 74 x 75.5 69.6 x 82

Compression ratio 9.0:1 17.6:1

Maximum power (Bhp@rpm)

87@6000 75@4000

Maximum torque (Nm@rpm)

113@4500 190@2000

Air charging system Naturally aspiratedFixed geometry turbo charger with intercooler

Emission BS III BS III

WEIGHTS 1010(Lxi)1025(Vxi)1035(Zxi)

1090(Ldi) 1105(Vdi) 1115(Zdi)

TRANSMISSION

Type5 speed manual, with synchromesh in all gears, one reverse

5 speed manual, with synchromesh in all gears, one reverse

Gear ratios



Gear Ratio 1st 3.545 3.545

Gear Ratio 2nd 1.904 1.904

Gear Ratio 3rd 1.280 1.233

Gear Ratio 4th 0.966 0.911

Gear Ratio 5th 0.757 0.725

Reverse 3.272 3.250

DIMENSIONS All Variants

Wheel Base (mm) 2390

Overall Length (mm) 4160

Overall Width (mm) 1690

Overall Height (mm) 1530

Ground Clearance (mm) 170

Front Track (mm) 1470

Rear Track (mm) 1480

Turning radius (m) 4.7

Boot Space (liter)440 (Zxi & Zdi) 464 (Lxi, Ldi, Vxi & Vdi)

CHASSIS All Variants

SteeringRack and pinion,Pinion type electronic power assisted

Front Brakes Ventilated Discs

Rear Brakes Drum

Front Suspension MacPherson strut and coil spring

Rear Suspension Torsion beam and coil spring

WHEELS & TYRES

Wheel typeSteel wheels (Lxi, Vxi, Ldi, Vdi)Alloy wheels (Zxi, Zdi)

Wheel size 14"

Tyre type Tubeless

Size165/80 R 14 (Lxi, Vxi, Ldi, Vdi) 185/70 R 14 (Zxi, Zdi)

CAPACITIES All Variants

Fuel tank capacity (L) 43

Seating capacity (persons)

5

No of doors 5

The major players in small car segment are:



The battle royal in the India car market has entered the next phase. One old assumption has been vindicated – that over 80% of the Indian car market is still confined to the small, sub – Rs 4 lakh models. And that mod-size and digger models can only provide the icing on the cake, not the cake itself to any manufacturer.

Quite apart from these specific lessons that each man learnt, there were several surprises that the car market threw up. First world-class technology and quality were considered a given now. Second, the Indian buyer had begun to expect model and engine upgrades as frequently as his US or European counterparts. The Indica had to

upgrade their engines in less than one year after launch, the power steering option barely a year after it hit the market.

And finally, while the manufacturers could continue to refer to it as the ‘Indian small car segment ’, the buyer characteristics were anything but homogeneous. There were distinct group with distinct preferences. And the days of one model becoming the undisputed heavyweight champion were over for good.

Brief description of major players in this segment. Hyundai : Hyundai has become the undisputed number two in the Indian auto market, and the only one-even rivals admit- with the capability of giving leader Maruti a run for its money in the total volume stakes though Hyundai in India currently sells just about a quarter of the numbers that Maruti does.

Hyundai got everything right because it got the value-price–technology equation almost perfectly right from day one. The Santro was an instant winner from the day it was introduced in the Indian market because it offered the optimum mix of space and technology in the small car market, at a highly competitive price.And with easy consumer financing available in the market,Hyundai did not have to work too hard to persuade even entry-level car buyers to go for the Santro instead of the Maruti 800. And when it launched mid-size Accent some time later, Hyundai proved that it could get its value-price equation consistently right across different segments.



But despite its great start, Hyundai made two mistakes and by Maruti it is also one under the most pressure because after zooming to the number two spot, it cannot afford to skid in the race. But Telco’s Indica is snapping at its heels. And Maruti's backlash is expected to target the Santro more than any other model. The two miscalculations that Hyundai made? First, while Hyundai Santro was harping on the fact that it was a new generation car, it hadn't brought its latest engine technology to India, it was a mistake that rival Matiz capitalised on once Euro-II pollution norms were announced for the motors. Daewoo most of the fact that every Matiz was Euro-II complaint –while Hyundai could offer an Euro-II version only at a higher price. Though the latter moved quickly in a damage-control exercise, the Santro did lose a bit of its sheen. But worse for Hyundai, it-miscalculated demand for its cars. The result: when demand peaked for the Santro, it was in no position to offer the car off-the-shelf like its rivals. Buyers had to wait for three months to get a Santro after booking it.Hyundai is moving fast to sort out its capacity problem. Work will soon start on the second phase of its Sriperumbudur car project, one year ahead of what was initially planned. An additional investment of $400 million will help expand capacity from 1.2 lakh cars to 2 lakh cars per annum.

That apart, the big worry for Hyundai is that other than the Santro (the Atos in Korea), it doesn't 'have any other small car in its armoury. Unlike Suzuki which is primarily a small car specialist, Hyundai can only introduce bigger cars in the Indian market either from its own product range, or those of Kia Motors, which it took over last year. And the car maker is planning to do precisely that. Over the next two years, It plans to offer the Sonata, priced at around Rs "12 lakh, m the segment above the Astra/Lancer/City category. 'The Sonata is a niche product. We hope to sell about 250 cars a month," says Gandhi. Also, Hyundai will be launching a sports utility vehicle (SUV), currently under development in Korea.

Hyundai is looking a bit vulnerable now because globally it is a minnow in the car market. St lacks the sheer money power and product muscle to keep fighting the Fords and Telco in any market. And if Ford does take over Daewoo Motors, Hyundai's number two position in India could be seriously under threat.

Telco: The Home-Grown Challenger

When it first announced its plans,' scepticism abounded. With dozens of global car makers hitting the Indian market with new products, few people would have given Telco much of a chance with an indigenously-developed car. Especially since Telco did not boast a great reputation for developing even world-class commercial vehicles, forget passenger cars.

When the Indica hit the market, the consensus opinion was that Telco had goofed up again. It had got its car and engine developed abroad - but all that was marred by the production quality of the cars when they rolled out of the Telco plant in Pune. The Indica was riddled with



quality problems. A year down the line, almost everyone grudgingly admits that the Indica has been a success. The Telco formula of pushing the biggest small car with a rugged diesel engine has been a major hit in the semi-urban and rural markets.

Rajesv Dube, general manager, commercial (passenger cars), Telco, points out the company's biggest advantage: low costs, fin other words, Telco can recover the costs of introducing a new car at a much lower volume of sales than its rivals can. But the flip side is that all global giants can amortise the costs of development by selling the same car across different world markets, Telco can't.

At the moment though, the Telco strategy is to tap the niches first. The Indica, with the diesel engines being pushed hard, was clearly aimed at a segment none of the rivals was addressing. Similarly, the new car Magna it is planning to launch is again expected to be a niche car addressing a particular need \n the Rs 12-16 lakh car segment. And in the SUV market, Telco has already introduced the premium Safari, which again focuses on a small niche.

It is a smart strategy as it avoids taking any of the big guns head on. But in the long run, Telco knows it has to take on its rivals in the mainstream markets as well. It is ramping up capacity to 160,000 from the current 120,000 cars anticipating that it will get the demand. But Telco is also the weakest player in the small car market - and unless it keeps springing surprises,it could be the first casualty in this round of the car battles.

Fiat India Ltd:

Fiat the Auto Titan was established in 1899 by Giovanni Agnelli. The company first set its foot on the Indian Turf in the year 1905, with the appointment of Mumbay Motor Cars Agency as its Sales Agent. The relationship with India was further strengthened when it

signed a licence and servicing contract with Premier Automobiles Limited (PAL), paving the way for manufacturing and selling of 1100 and 1100D Fiat, Padmini, Uno and the

latest offering being the cars from the project "178 World Car" range which includes Siena, Siena Weekend and the Palio.

The company’s pivotal interest remains automobiles. It has the most admired and sought after models worldwide to boast of which includes Fiat Lancia, Ferrari, Maserati, Alfa Romeo etc., Siena being the latest offering to the Indian consumers.



Fiat is the only automobile manufacturer to have won the most coveted "EUROPEAN CAR OF THE YEAR" award for a record nine times, more than any other car manufacturer. These awards have not made the group complacent as it strives to achieve the best in all aspects, which include the people, environment, technology and energy.This is seen in the company’s endure towards Environmental issues and co-operation with all environmental organizations.

Fiat has ambitious plans for making India its operational hub and plans to invest one billion US dollars in the coming years.

Later the company introduced the Uno — Europe’s favourite car for the last two decades into India. The Fiat 178 World Car Project has been developed specifically to expand production in overseas markets. This project includes international-class cars like the Siena sedan, the Siena Weekend station wagon and the Palio hatchback.

Fiat has achieved a high level of localization for all its cars, and is making world-class cars available in India at even more competitive and affordable prices. Fiat Automobiles

SpA owns the most-admired and sought-after models worldwide, including the Fiat Lancia, the Ferrari, the Maserati and the Alfa Romeo.

Fiat is the only automobile manufacturer in the world that has won the coveted European Car of the Year award nine times. It is also the only company in the world that manufacturers recyclable cars.

In the pipeline are ambitious plans to make India its operational hub in Asia in the future and invest US $1 billion here in the coming years.



Chapter 3

3.1 Rearch methodology

3.2 Data analysis

3.1 RESEARCH METHODOLOGY

Descriptive Research :

The research carried out was a descriptive type of Research.

Selection of Sample:

Sampling allows us to concentrate our attention upon relatively swift car owners, hence devote

more energy to ensure that the information collected from them accurate.

Elements: Research includes Swift car owners in Belgaum city.

SAMPLE FRAME: Owners of Swift car . SAMPLING SIZE: The total sample size consists of 100 respondents.



SAMPLING METHOD: Belgaum city has maximum Swift cars. in that the information collected from accurate.

RESEARCH DESIGN

Statement of the problem

In Indian car industry, small car segments have played a very crucial and significant role due

to its economy, efficiency and effectiveness. Due to invasion of foreign cars into Indian

markets, the pace of competition has hiked. This has brought into market, number of new

cars entered into Indian market ...

DATA COLLECION METHOD:

The information necessary for this survey is collected by tapping primary and secondary

data.

Primary data:

a) Questionnaire

b) Personal interaction

Secondary data:

a) Related information from Internet:

b) Organization Report

MEASURMENT TECHNIQUES :

The measurement technique used for this project are Questionnaires and

attitude scales.

SELECTION OF SAMPLE :

Sampling allows us to concentrate our attention upon relatively swift car owners, hence devote

more energy to ensure that the information collected from them accurate.

Data Analysis

Data are useful only after analysis. Data analysis involves Converting a series recorded

observations into descriptive statements and information about relationship.

Data collection Method:



In order to achieve objectives of this project study, it was very necessary to collect

data for different information required.

Primary data:

Primary data comprises of direct responses or first hand data collected from different

respondents for Swift car. Questionnaire was used as the major tool in collecting primary

data for our research. Primary data also collected through the direct interview with the

respondents.

Secondary data:

Secondary data is the data, which is not gathered for the immediate study at hand but

for some other purposes.

Secondary data for the research is collected through magazines like Business World,

newspapers , Auto magazines and internet etc.,

Therefore both the types of data were used in order to collect information for the

study.

MEASURING TOOLS:

Data are useful only after analysis. Data analysis involves Converting a series recorded

observations into descriptive statements and information about relationship.

Hence concerned to this project method of analysis the data will be graphical

method, Simple selected method.

3.2 ANALYSIS AND INTERPRETATION

Q1. Why did you options for a four-wheeler?

Frequency Percent Valid

Percent

Cumulative

Percent

Valid Need 31 31.0 31.0 31.0

Comfort 11 11.0 11.0 42.0

Status 48 48.0 48.0 90.0



Stylish 10 10.0 10.0 100.0

Total 100 100.0 100.0

Interpretation:

The above graph reveals that 48% of the respondents opt four wheeler for status,31% of

respondents for the need on the regular bases,11% of the respondents opt for comfort of

service, and 10% of the respondents opt four wheeler for the style . The majority of

respondents are opt swift car for their status and need for regular bases

Q2.How did you get to know about Swift car


Percent

Cumulative

Percent

Valid TV Ads 33 33.0 33.0 33.0

Existing

customers

21 21.0 21.0 54.0



Magazines 24 24.0 24.0 78.0

Friends 12 12.0 12.0 90.0

Internet 10 10.0 10.0 100.0

Total 100 100.0 100.0

Interpretation:

From the above graph shows that 33% of the respondents came to know of Swift car through

TV ads,24% of the respondents through magazines,21% of the respondents through the

existing customers and 12% of respondents from friends,10% of respondents through

internet. The above graph explained that majority of respondents are TV ads and Magazines.

Q3.Why did you preferred only Swift car

FrequencyPercent Valid

Percent

Cumulative

Percent

Valid Mileage 6 6.0 6.0 6.0

Aesthetics46 46.0 46.0 52.0

Safety 18 18.0 18.0 70.0



Feature

Luxuries 30 30.0 30.0 100.0

Total 100 100.0 100.0

Interpretation:

From the above graph reveals that 46% of the respondents prefer for Aesthetics, 30% of the

respondents prefer for conscious luxuries, 18% of the respondents for safety features and 6%

of respondents prefer swift cat for mileage. The above graph states that the customers are

eager to buying car Swift car through various attributes of car.

Q4.State the level of satisfaction of swift car service provided by “SHANTESHA

MOTORS PVT LTD”


Percent

Cumulative

Percent

Valid Complete Satisfied 48 48.0 48.0 48.0

Satisfied 35 35.0 35.0 83.0



Neither Satisfied 9 9.0 9.0 92.0

Dissatisfied 8 8.0 8.0 100.0

Total 100 100.0 100.0

Interpretation:

The above graph is explaining about the satisfaction level towards SMPL service, 48% of the

respondents are having the opinion that they are satisfactory level,35% of the respondents

surveyed are having the opinion that they are satisfied,9% of the respondents surveyed are

having the opinion that neither satisfied or nor dissatisfied and 8% of the respondents are

having opinion that they are not satisfied. The majority of the respondents are satisfied with

the services and the satisfaction level can be increased growth economically.

Q5.Please rank the following features in the order of priority while making a buying

decision for a four wheeler


Percent

Cumulative

Percent

Valid Aesthetic 39 39.0 39.0 39.0

Price 21 21.0 21.0 60.0

Mileage 21 21.0 21.0 81.0



Maintenan

ce

19 19.0 19.0 100.0

Total 100 100.0 100.0

Interpretation:

The above graph reveals that the rank wise percentage of customer preference measures

attributes of cars.39% of the respondents are ranked for Aesthetic,21% of the respondents for

the price of car,21% of the respondents ranked for mileage and 19% of the respondents

ranked for maintenance. The above states that the majority of respondents are aesthetic, price

and mileage of Swift car.

Q6.Which of the following facilities/Services do you expect from Dealer


Percent

Cumulative

Percent

Valid Quick Service 43 43.0 43.0 43.0

Informative Salesman 31 31.0 31.0 74.0

Prompt Discount on 21 21.0 21.0 95.0



spares

Finance Facilities 5 5.0 5.0 100.0

Total 100 100.0 100.0

Interpretation:

The above graph is explained the facilities expected by customers at the time of buying a four

wheeler car.43% of the respondents preferred for the quick service, 31% of the respondents

prefer and need the facility of informative salesman, 21% of the respondents prefer facility of

prompt discount on sales and 5% of respondents prefer facility of finance facilities. The

majority of the respondents are for quick services and informative salesman.

Q7.How do rate the following in the Swift car


Percent

Cumulative

Percent

Valid Price 56 56.0 56.0 56.0

Style 28 28.0 28.0 84.0

Maintenance 9 9.0 9.0 93.0



Fuel efficiency 7 7.0 7.0 100.0

Total 100 100.0 100.0

Interpretation:

The above graph reveals that the rate given by the respondents to their cars.56% of the

respondents rated for price, 28% of the respondents rated for style and features of cars,9% for

the maintenance and 7% of the respondents rated for fuel efficiency. The above states that the

Owners of Swift car are very stylish and offered for new change according to lifestyle

changes.

Q8.If you were to buy a new car which means of Finance would you Prefer

Frequenc

y

Percent Valid

Percent

Cumulative

Percent

Valid Bank

Loan

67 67.0 67.0 67.0

Car Loan 33 33.0 33.0 100.0



Total 100 100.0 100.0

Interpretation:

From the above graph explained that 67% of the respondents preferred for Bank Loan, 33%

of the respondents preferred Bank Loan as means on finance of car Loan. The majority of

respondents states that they preferred Loan while buying a new car.

Q9.SWIFT Car has been created resurrecting brands in the market

Frequenc

y

Percent Valid

Percent

Cumulative

Percent

Valid Strongly

agree

54 54.0 54.0 54.0

Agree 46 46.0 46.0 100.0



Total 100 100.0 100.0

Interpretation:

From the above graph we come to know that 54% of the respondents strongly agree and 46%

of the respondents agreed to say that Swift car resurrecting brand image in the market. The

above states that the economic level of Swift car is exponential growth in the market.

Q10. What is your opinion about Swift Car?

Frequenc

y

Percent Valid

Percent

Cumulative

Percent

Valid Excellent 57 57.0 57.0 57.0

Good 43 43.0 43.0 100.0



Total 100 100.0 100.0

Interpretation:

From the above graph we come to know that 57% of the respondents Excellent and 43% of

the respondents good



Chapter 4

4.1 Findings

4.2 Suggestions & Recommendation

4.3 Conclusion

4.4 Questionnaires (Blank)

4.1 FINDINGS

1. According to survey it is found that 48% of respondents opt four wheeler for the

status, as the first most crucial feature considered while purchasing a car,and31% of



the respondents Need is considered as the second considerable feature and11% for the

comfort of service and 10% of the respondents opt for stylish.

2. It is found that 33% of the respondents came to know about the swift car through T.V

advertisements and 24% of the respondents came to know about the car through

magazines, 21% of the respondents came to know through existing customers and

12% of the respondents through friends, only 10% of the respondents came to know

through internet.

3. It is found that 46% of the respondents preferred only swift for Aesthetics,30% of the

respondents preferred for luxurious and 18% for the safety features and very few for

6% for the mileage.

4. It is found from the survey that 48% of the respondents are satisfactory by SMPL

Services, 35% of the respondents are having opinion satisfied, 9% for neither satisfied

nor dissatisfied and only 8% of the respondents are dissatisfied.

5. Among the respondents surveyed, Thirty-nine (39%) of the respondents preferred for

the Aesthetics of a car. Twenty one (21%) of the respondents preferred for the

competitive price of a car. Nineteen (19%) of the respondents preferred for the

maintenance and comfort. The majority of the respondents are preferred for the

Aesthetics and Price.

6. It is found that 43% of the respondent prefer Quick service as the most preferred

facilities\services expected from the dealer and the next preferred facilities/services is



31% of the respondents prefer for informative salesman and 21% of the respondents

prefer for prompt discount.

7. It is found that 67% of the respondent prefer for Bank loan as the most preferred

means of finance. And 33% of the respondents prefer for finance means car Loans.

8. It is found from the survey that 54% of the respondents are strongly agree that Swift

car created resurrecting brands in the market and 46% of owners of Swift car are

also agreed to say that created resurrecting brands in competitive price with

exponential growth..

4.2 SUGGESTION & RECOMMENDATION



1. According to surveyed respondents found that Mileage, Price, Style and the Comfort are

the most sought after features one looks at, while buying a car. on the higher side is the fuel

efficiency, the spare parts availability and maintenance costs are other features, Which one

should look into buying a car, So manufacturer has to consider these aspects to attract and

retain customers towards brand of company.

2. 43% of the respondents preferred for quick facilities or services from the Dealer, so need to

provide quick and fast services to customers and 31% of the respondents preferred for

informative sales man there is need for informative sales man for accurate information about

cars.21% of the respondents preferred for discounts so Dealer should provide it promptly to

its customers after sales.

3. Company should need to provide most effective service to its customers through

developing their own new strategies and improvements .

4. Online sales promotion have been booming in recent years due to the over –whelming

popularity of internet, So company should inculcate this promotional activity for increasing

sale of Swift cars that will create exponential growth in market.

5. Most of Customers preferred for Bank Loan facilities rather than Financial institutions, so

the company should provide facility, where (67%) of the customers preferred for Bank loan

and 33% of the customers preferred for financial institutions. so company should give

information regarding loan concerned. .

6 Discount on accessories and Spare parts act as influencing factor for purchasing decision.

So Dealer can give appropriate discounts on spares and accessories after sales.

4.3 CONCLUSION



Belgaum although a small city, is dwelled by middle and higher-class people in majority.

Thus the market for four-wheeler has never been a dearth here. But of all the varieties of cars

available here but most of customer preferred only small cars.

Customers in this area need to change into their lifestyle. This has fostered the entry of new

variety of Small cars available nationwide to flourish in this market. This has enhanced the

competition in car market but Maruti with stood this competition by rating in the market

share to be highest by launching new Swift Car in Indian Market.

The results of the survey conducted showed that customers are eager to purchase a Maruti

Suzuki branded cars. So the buying behavior of customers that most of the customers

purchase a car based on Mileage followed by price and maintenance of car. Finally I would

conclude that Swift is more eyecatching.more refined and more User friendly. It is whole lot

of enjoyable to drive than anything else in the compact car category.

QUESTIONNAIRE



I am pleased to introduce myself as MBA student of PEST’s Belgaum institute of

management of studies Belgaum .As a part of curriculum I have undertaken study to

“measure the satisfaction level of swift car owners at Belgaum city”. I assure you that

valuable information provided by you will be of great help to me and will be used for

academic purpose

1. Name and Address

Contact No:

2.What is your occupation?

Executive Govt Employee

Sales person professional Self employed

Student Any other specify 4. Why did you option for a four-wheeler a. Need b. comport c. Status d. Stylish 5. How did you get to know about Swift car

a T.V Ads b. existing customers c. Magazines d. Friends e. Internet f. Any other Specify

6.Why did you preferred only Swift car a. Mileage b. Aesthetics c. Safety features d. Luxuries e Any other specify

7.State the level of satisfaction of Swift car service provided by SMPL a. Complete satisfied b. Satisfied c. Neither satisfied d. Dissatisfied e Some what satisfied f. Complete dissatisfied

8. Please rank the following features in the order of priority while making a buying decision for a four wheeler (1 for the most preferred and 7 for least preference).



a.Aesthetic/Look b.Price c.Mileage d.Maintenance e.Safety features f.Space g.Company service comport

9. Which of the following facilities /services do you mainly expect from dealer? a. Quick service b. Informative salesman c. Prompt discount on d. Finance facilities

10. How do u rate the following in the Swift car (1 for the most preferred and 4 for least preference).? a.Price: b.style c. Maintenance free d. Fuel efficiency

11.If you were to buy a new car which means of finance would you prefer a. Bank Loan b. Car Loan c. Cash payment e. Employee Loan Any other specify

12.Swift car has been created resurrecting brands in the market a. Strongly agree b. Disagree c. Neither agrees d. Strongly Disagree

13. What is your opinion about Swift Car? a.Excellent b.Good c. Neither Good or Bad d. Bad e.Very bad

14. Your suggestion __________________________________________________________

___________________________________________________________

THANK YOU…………!!!



BIBLIOGRAPHY



i) REFERANCE BOOKS:

Marketing research : Tull and Hawkins

Global CEO : Magazines

Corporate today : Magazines

Auto magazines

ii) Websites

INTERNET WEBSITES:

WWW.MARUTIUDYOG.COM


http://WWW.MARUTIUDYOG.COM/

a study to measure satisfaction level of swift car owners

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