kannan customersat suzuki final
TRANSCRIPT
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CHAPTER I
INTRODUCTION
SUZUKIPhilosophy
The core philosophy of SUZUKI is to provide VALUE-PACKED PRODUCTS .
Since the founding of SUZUKI Motor Corporation, the Organizations endeavor has
always been to provide VALUE-PACKED PRODUCTS as one of the
manufacturingphilosophies.
SUZUKI believes that VALUE-PACKED PRODUCTS come from the effort to
carry out Product development from customers point of view. This policy has been in
effect since Companys inception and has helped the Organization to meet customers
needs. As a result, SUZUKIs Products have become well received throughout the
World. SUZUKI is fully committed to create Products that meet customers demand
by utilizing its dynamic, long-nurtured technological advantage coupled with its fresh
and active human resources.
Mission Statement
Develop products of superior value by focusing on the customers.
Establish a refreshing and innovative company through teamwork.
Strive for individual excellence through continuous improvement.
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Company NameSUZUKI MOTORCYCLE INDIA PRIVATE LIMITED is a
subsidiary of Suzuki Motor Corporation, Japan where in we are
having the same manufacturing philosophy of VALUE PACKED
PRODUCTS right from the inception. SMIPL will be
manufacturing two wheelers best suited for the valuable Indian
customers covering all segments.
Plant area and production
capacity
We have installed our manufacturing plant in Gurgaon
(Haryana) having the annual plant capacity of 1,20,000 units.
We have got total land area of 37 acres and out of which
presently our plant is constructed in 6.5 acres of land and
remaining area is left for the land development and future
expansion.
CapitalRs. 713.43 Million
Managing DirectorMr. Satya Sheel Khosla
Joint Managing DirectorMr. Katsumi Takata
Personnel over the years
Main ProductsMotorcycle and scooter
Head Office, Plants & Facilities
2
Items Year 2006-07
Total number of employees 321
Name Address Operations
Suzuki
Motorcycle
India Pvt Ltd
Village Kherki Dhaula,
Badshahapur, L.H.-8,
Link Road, Gurgaon.
Head office affairs
Motorcycle engines
assembling andmachining
Spare partsadministration
Education and
training
Public relations
Research anddevelopment
Testing and
development of
motorcycles
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EnvironmentAt Suzuki, the philosophy of keeping environment first is
properly percolated downwards. To comply with all applicable
legislations and setting standards thereof remains only abeginning. We thrive to discover and invent mechanisms for
better environment management systems and its a continuous
process which is managed by a separate wing of experts and
specialist in the field.
The biggest testimony of Suzukis commitments towardsenvironment first is seen in the new plant of Suzuki twowheelers at Gurgaon which is built to be a Zero discharge plant.
We have embraced Natural light optimization system and waterharvesting systems besides several other measures to createbetter and cleaner environment around us. All packagingmaterial used by Suzuki is re-cycleable. A constant flow ofinternal communication on environment related issues not onlycreates awareness amongst employees but also helps ininculcating an environment friendly value system.
Motorcycles
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Zeus 125 xcd Zeus 125 EU
Heat Alloy Zeus 125X
Heat Alloy
Scooters
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http://www.suzukimotorcycle.co.in/products/zeus_xcd.htmhttp://www.suzukimotorcycle.co.in/products/zeus_eu.htmhttp://www.suzukimotorcycle.co.in/products/zeus_new_bike.htmhttp://www.suzukimotorcycle.co.in/products/zeus.htmhttp://www.suzukimotorcycle.co.in/products/zeus_new_bike.htmhttp://www.suzukimotorcycle.co.in/products/zeus_new_bike.htmhttp://www.suzukimotorcycle.co.in/products/zeus.htmhttp://www.suzukimotorcycle.co.in/products/heat_alloy.htmhttp://www.suzukimotorcycle.co.in/products/zeus_eu.htmhttp://www.suzukimotorcycle.co.in/products/zeus_xcd.htmhttp://www.suzukimotorcycle.co.in/products/zeus_xcd.htmhttp://www.suzukimotorcycle.co.in/products/zeus_eu.htmhttp://www.suzukimotorcycle.co.in/products/zeus_new_bike.htmhttp://www.suzukimotorcycle.co.in/products/zeus.htmhttp://www.suzukimotorcycle.co.in/products/zeus_new_bike.htm -
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Access 125
Authorised Main Dealer -SUZUKI Motor Company Limited
Blue Diamond Motors was started in 2005. The present sole proprietor
Shri.Duraisamy. Initially the firm deals with Automobile spare parts and in the year
1999. It took up the dealership of Suzuki motors. Blue Diamond Motors had
constructed a new showroom at Chidambaram main Road, Cuddalore admeasuring
14,500 S.qt at a total cost of Rs.120 lakhs.
We have four Authorised Service centers. The organisations records shown
that the sale of vehicle has increase and they have 30% share in two wheeler segment
at Cuddalore. Our sales for the year ending March 2007 was Rs.988.09 Lakhs and
projected for the year ending 31.3.2008 is Rs.1201.80 lakhs.
There are three departments in Blue diamond motors. The are Sales, Service
and Spareparts department. This dealership covers the whole Cuddalore district.
Presently 100 to 120 vehicles sales per month and totally 65 employees are working
in this organization.
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THE INDUSTRY:
Here the researcher explains about two industries the first one is automobile
industry and the second is logistics industry of concerned company depends on
automobile industry.
AUTOMOBILE INDUSTRY
This is the most important industry in India. It is biggest industry in India. It
has strong employment potential both directly and indirectly. It employs both skilled
and unskilled labour society. So the customer division of Suzuki is a derived industry
by the automobile industry.
The domestic automobile industry would like to believe it is the barometer of
the economy. Such a belief is line with international trends since in most mature
economics the automobile industrys performance is viewed as a reflection of the
economys health.
Going by depth and diversity, the Indian automobile industry is effectively
still in its infancy and companies, through many of them have been around for long,
have reached a respectable size only in the past decade or so. The opening up of the
industry to competition has also accelerated the growth of domestic companies.
In terms of size, the automobile industry, with a gross turnover of about
Rs.49,202 crores, constituted 4.12 % of the gross turnover of about the estimated
total auto industry size of Rs. 54,000 crores for 2006-07 is only a marginal
improvement over the previous year in in terms of share in the sector are based on the
fact that in developed economics, the average contribution by the auto industry to
GDP exceeds 7 percent.
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The stock market has traditionally held an attraction for automobile stocks.
Listed automobile stocks outperformed the market on a number of occasions in the
past four years a period when activity in the sector peacked.
Today with a market capitalization of Rs.15.665 crore, transport stocks
constitute about 5.73% of the total market cap of the Bombay stock exchange(BSE)
Sensitive index and about 2.5 % of the total market cap of the BSE.
The total market cap of automobile stocks, at Rs.9,960.56 crore at the end of
the 2006-07 fiscal, constituted less than two percent of the BSEs total market
capitalization. This was lower than the end of the industry market cap of Rs.22,126
crore at the end of 1997-98, representing 3.95% of the total market cap of all BSE
stocks as on march 31,1998.
Through now they are not considered bellwether stocks, nevertheless, given the
pivotal position of the automobile industry in the economy, companies in the sector
usually enjoy better valuations than their counterparts in many other sectors. That is
the case even internationally.
A comparison with the sensex, a smaller sample of six top performing
automobile stocks was considered for a more realistic assessment. They are Tata
Engineering. Which has a presence in the commercial vehicle(cv) and passenger car
segments; Ashok Leyland, Mahindra & Mahindra; and the twowheeler manufacturers
Bajaj Auto, TVS, SUZUKI and HeroHonda Motors.
On these valuation parameters, the major automobile stocks appear to have
reached their respective upside potential or, at best, the room for further increase in
their valuations is marginal . having said that, the historic price movements of these
stocks indicate that the market trends to, more readily, discount earnings potential in
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automobile stocks. As a result, turn around cases, especially among the top
companies, have led to a sharp rebound in those stocks.
Apart from the potential of company specific news these stocks, their overallpeformance potential depends on a few growth drivers. These could include factors
such as the continued growth of thw economy and consequently, disposable incomes,
good monsoons, greater diversity in products and in some cases, the ability of
companies to perform consistenly even after snapping ties with their joint venture
partners.
BLOCK DIAGRAM OF AUTOMOBILE INDUSTRY CLASSIFICATION
8
INDIAN AUTO
MOBILE INDUSTRY
THREE
WHEELERS
MULTI
UTILITY
VEHICLES
COMMERCIAL
VEHICLES
TWO
WHEELE
S
PASSENGE
R CARS
PASSENGE
RCARRIERS
GOODS
CARRIERS
SCOOTERSMOTOR
CYCLES
MOPEDS
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KEY PLAYERS:
The main players in such segments of the automobile sector are given below:
TWO WHEELERS:
MOTOR CYCLES
1. TVS
2. BAJAJ
3. HERO HONDA
4. SUZUKI
5. HONDA
6. YAMAHA
THREE WHEELERS:
BAJAJ TEMPO
BAJAJ AUTO
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GREAVES
OBJECTIVES OF THE STUDY
To find out the operational parameters in respect to product, price,
promotion, and physical distribution.
To identify the customer satisfaction towards SUZUKI Products in respect
of after sale service.
To find out the level of customer satisfaction towards the available service
at Blue Diamond Motors, Cuddalore.
To suggest the way and the means to improve the satisfaction level of the
consumer.
Forecast the market potential for Suzuki Motors Products in Cuddalore.
Scope of the Study
1. This study would prove to be at great importance, to know about the customer
satisfaction level about the Suzuki Products.
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2. This study will help to promote the Suzuki Motors vehicle from its competitive
brands.
NEED AND IMPORTANCE OF THE STUDY
The motor cycle market is one of the most competitive markets in the country.
A market characterised by enamel proliferation and almost zero product
differentiation. All this has forced organisations to received constant feed back about
its marketing programmes.
LIMITATIONS
The study is conferred only in Cuddalore District. Further the two wheeler market
is huge for which the sample of 78 consumers are not an ideal representation forthe total population.
The recommendations put forward look generalization because of the sample size
selected.
The study has the limitation of place and time.
There is always a chance of bias and human error being found in any survey.
Moreover, convenience sampling had been adopted for data collection.
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CHAPTER II
RESEARCH METHODOLOGY
Research methodology is a way to systematically solve the research problem. It
is necessary for the researcher to know the methodology of the research. The present
study depends only upon primary data and secondary data collected from the
customer of Blue Diamond motors,Cuddalore.
RESEARCH DESIGN:
A research design is the arrangement of condition for collection and analysis of
data in a manner that aims to combines relevance to the research purpose with the
economy in procedure. A mixture of exploratory and descriptive research was adopted
for this study to achieve of the study.
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Exploratory research studies are also termed as formulated research studies.
This type of research design is more flexible to carry out the research. The design
provides the opportunity for considering different aspect of the problem. The researchadopted the method of experience survey to collect the data.
The descriptive study is typically concerned with determining frequency with
which something occur or own to variables vary together. Descriptive research
process seeks to determine the answer to whom? What? And how?
SOURCE OF DATA:
PRIMARY DATA:
The primary data has been collected from the customers through the help of
questionnaire. The data will be collected under three broad categories such as
personal data, monetary data and non-monetary data.
SECONDARY DATA:
The secondary data has been collected from the management records, reference
book such as magazines, company profile, and industry profile.
DATA ANALYSIS:
The data collected from the respondent were analyzed with the help of simple
percentage method. Also scaling techniques is used to find out the level of satisfaction
of respondents. It is a summated scale of 3-point and 5-point scale.
SAMPLE SIZE AND SAMPLING PROCEDURE:
An interview study was designed to collect data from customers of Blue
Diamond Motors, Cuddalore.
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A total number of Seventy five customers were interviewed. The data were
collected by simple random sampling method which was adopted to collect details
form various customers.
DATA COLLECTION METHOD:
Personal interviews were adopted to collect the data from the respondents.
Initially gentle introduction was established and good co-operation from the
respondents was elicited. The respondents interviewed in a structured order.
SATISTICAL TOOLS USED:
To fill the objective for the study both conventional and non-conventional
statistical techniques were used. The conventional statistical techniques adopted in the
present studies are:
SIMPLE PERCENTAGE METHDOD
GRAPHICAL REPRESENTATION
WEGHTED AVERAGE METHOD
CHAPTER III
REVIEW OF LITERATURE
Who is Customer?
A Customer is the most important person ever in this office in person or by mail.
A Customer is not dependent on us we are dependent on him.
A Customer is not an interruption of our work he is the purpose of it. We are
not doing a favour by serving him he is doing us a favour by giving us the
opportunity to do so.
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A Customer is not someone to argue or match wits with. Nobody ever won an
argument with a Customer.
A Customer is a person who brings us his wants. It is our job to handle themprofitably to him and to ourselves.
CUSTOMER SATISFACTION
Whether the buyer is satisfied after purchase depends on the offers
performance in relation to the buyers expectations. In General:
Satisfaction is a persons feelings of pleasure or disappointment resulting from
comparing a products perceived performance (or outcome) in relation to his or her
expectations.
As this definition makes clear, satisfaction is function of perceived
performance and expectations. If the performance falls short of expectations, the
customer is dissatisfied. If the performance matches the expectations, the customer is
satisfied. If the performance exceeds expectations, the customer is highly satisfied or
delighted.
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DELIVERING CUSTOMER VALUE AND SATISFACTION
Every firm is a collection of activities that are performed to design, produce,
market, deliver, and support its product. The value chain identifies nine strategically
relevant activities that create value and cost in a specific business. These nine valuecreating activities consist of fie primary activities and four support activities.
The primary activities represent the sequence of bringing materials into the business
(inbound logistics), converting them into final products (operations), shipping out
final products (outbound logistics), marketing them (Marketing and sales) and
servicing them (service). The support activities procurement, technology
development, human resource management, and firm infrastructure are handled in
certain specialized departments, but not only there. For example, other departments
may do some procurement and hiring of people. The firms infrastructure covers the
costs of general management, planning, finance, accounting, legal and government
affairs that are borne by all the primary and support activities.
The firms task is to examine its costs and performance in each value creating activity
and to look for ways to improve it. The firm should estimate its own costs and
performances. To the extent that it can perform certain activities better than its
competitors, it can achieve a competitive advantage.
The firms success depends not only on how well each department performs its work
but also on how well the various departmental activities are coordinated. Too often,
company departments act to maximize their interests rather than the companys and
customers interests. A credit department may take a long time to check a prospective
customers credit so as not to incur bad debts. Meanwhile, the customer waits and the
salesperson is frustrated. A traffic department chooses to ship the goods b rail to save
money and again the customer waits. Each department has erected walls that slow
down the delivery of quality customer service.
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ATTRACTING CUSTOMERS
Companies seeking to grow their profits and sales have to spend considerable
time and resources searching for new customers. Customer acquisition requiressubstantial skills in lead generation, lead qualification, and account conversion. To
generate leads, the company develops ads and places them in media that will reach
new prospects; it sends direct mail and makes phone calls to possible new prospects;
it is salespeople participate in trade shows where they might find new leads; and so
on. All this activity produces a list of suspects. The next task is to qualify which of
the suspects are really good prospects, and this is done by interviewing them,
checking on their financial standing and so on. The prospects may be graded as hot,
warm, and cool. The sales people first contact the hot prospects and work on account
conversion, which involves making presentations, answering objections, and
negotiating final terms.
CUSTOMER SATISFACTION
This research report is a part of the partial fulfillment for the master degree in
business administration. The Company selected by the researcher is Susee Auto,
Tirunelveli, which deals in different brands of SUZUKI products. The Area assigned
by the company for the researcher is the Cuddalore region; On discussion with the
company, the researcher made a survey towards SUZUKI products about customer
satisfaction.
In Marketing, Customer is very often referred to as a KING:. Customers are
value maximisers. Customer satisfaction is defined by Websters dictionary as
FULFILLMENT OF A NEED OR WANT. Satisfaction is a persons feelings of
pleasure or disappointment, resulting from comparison of a products perceived and
actual performance in relation to his or her expectations. So, Customers Satisfaction
is a function of the products perceived performance and the Customers expectation.
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Satisfaction is often a subjective phenomenon and depends on Customers state
of mind both at the time of purchase and more importantly at the time of
consumption. It is important because in a large number of cases, some degree of past
purchase dissonance is evident among Customers. Many companies are aiming athigh satisfaction because customers who are just satisfied find it easy to switch when
a better offer comes along. Those who are highly satisfied are much less ready to
switch. Infact, emphasis has shifted from mere satisfaction to delight of customers.
High satisfaction or delight creates an emotional affinity with the brand and the
supplier, not just a rational preference. The result is high customer loyalty.
Satisfied Customers lead to word of mouth publicity. In fact, it can spread
faster than advertising. Besides, high value products, people may like to go by the
experience of owners of particular brands. Hence, existing customers, if satisfied can
be important ambassadors of positive brand image.
So also feedback from the existing customers can be very rewarding. A
company may not always be right in whatever it does. A feedback from customers can
help the company restructure the various components of its marketing mix.
Whether the buyer is satisfied after purchase depends on the offers
performance in relation to the buyers expectations.
As the definition makes clear, Satisfaction is a function of perceived
performance and expectations. If the performance falls short of expectations, the
customer is dissatisfied. If the performance matches the expectations, the customer is
satisfied. If the performance exceeds expectations, the customer is highly satisfied
(or) delighted.
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How do buyers form their expectations?
From the past buying experience, friends and associates advice, and
marketers and competitors information and promises. If marketers raise expectations
too high, the buyer is likely to be disappointed. For Example, Holiday Inn ran acampaign a few years ago called NO SURPRISES. Yet hotel guests still
encountered a host of problems, and Holiday Inn had to withdraw the campaign.
However, if the company sets expectations too low, it wont attract anough buyers
(although it will satisfy those who do buy).
Some of Todays most successful companies are raising expectations and
delivering performances to match. These companies are aiming for TCS TOTAL
CUSTOMER SATISFACTION.
The Essence of the modern marketing concept is that all elements of business
be geared towards the satisfaction of Customers. Praline often referred to as the
founder of Modern Marketing Research laid great emphasis on the Customer and
remarked, We may talk as long as we may please about manufacturers, wholesalers
and retailers, but in the last analysis, the Customer, manufacturers, jobbers and
retailers. Whoever wins the confidence of the Customer wins the day; and whoever
loses it, is lost.
Any product produced needs to be consumed. Therefore the Customer is the
all-important target of any economic activity and purpose of all service organizations.
The Customer being the focal point and nerve center for the performance of the
marketing functions it is essential to satisfy the customers needs.
According to A.B.GILES, A valid factor in Marketing is to satisfy the
customer, to leave him with the feeling, after the selling transaction has been
completed, that the seller has rendered a valuable service which the buyer will be glad
to use again.
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The success of the Marketing program depends on the product. Being tailor
made to fit the final user. In a competitive economy it is the Customer who decides
the success or failure of business either by buying or not buying a product.
Con summers at present are well informed and they have wide knowledge of
the availability of products, their price, quality and performance. They are providing
with a wider choice of goods and are at liberty to choose from an array of product
alternatives.
Marketers aim, is therefore, a thorough understanding of the Customer and his
needs. The satisfaction of the Customer and needs impact provides a rationale for a
firms existence.
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CHAPTER IV
DATA ANALYSIS AND INTERPRETATION
TABLE : 4.1
DISTRIBUTION OF RESPONDENTS BY AGE
AGE No. Of Respondents Percentage
Between 18 and 25 11 14.10
Between 26 and 35 37 47.44
Between 36 and 45 13 16.66
Above 45 17 21.79Grand Total 78 100
Source: Primary data
Inference:
The above table shows that 47.44% respondents are in the age group
between 26 and 35. and 21.79% of respondents are in the age group between 36
and 45 respectively.
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TABLE : 4.2
DISTRIBUTION OF RESPONDENTS BY EDUCATIONAL
QUALIFICATIONS
EDUCATIONAL QUALIFICATIONSNO. OF RESPONDENTSPERCENTAGE
UP TO HIGHER SECONDARY 22 28.20513
UNDER GRADUATE 21 26.92308
POST GRADUATE 24 30.76923
OTHERS 11 14.10256
Total 78 100
Source: Primary data
Inference:
The above table shows that 30.76% of respondents are post graduates.
28.20% of respondents have completed their higher secondary education
qualification. Majority of the respondents are post graduates.
TABLE : 4.3
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DISTRIBUTION OF RESPONDENTS BY OCCUPATIONAL STATUS
OCCUPATIONAL STATUS NO. OF RESPONDENTS PERCENTAGE
GOVERNMENT EMPLOYE 18 23.07692
PRIVATE EMPLOYEE 13 16.66667SELF EMPLOYED 37 47.4359
STUDENTS 8 10.25641
OTHERS 2 2.564103
Total 78 100
Source: Primary data
Inference:
The above table reveals that 47.43% of respondents are self employed. And
23.07% of respondents are govt.employees. and16.06% belong to the private sector.
TABLE : 4.4
DISTRIBUTION OF RESPONDENTS BY MONTHLY INCOME
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Monthly Income No. of Respondents Percentage
Below Rs. 5000 32 41.02564
Between Rs. 5001 to 10,000 30 38.46154Between Rs 10,001 to 15, 000 11 14.10256
Above Rs. 15, 000 5 6.410256
Total 78 100
Source: Primary data
Inference:
The above table shows that 41.02% respondents are having an income below
Rs.5000. and 38.46% of the respondents are having income between Rs.5001 to
10,000. respectively.
TABLE : 4.5
DISTRIBUTION OF RESPONDENTS BY FAMILY SIZE
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Family size No. of Respondents Percentage
1 to 3 Members 21 26.92308
4 to 6 members 46 58.97436
Above 6 Members 11 14.10256
Total 78 100
Source: Primary data
Inference:
The above table shows that 58.97% of respondents have 4 to 6 members in
their family. 26.92 % of respondents are having 1 to 3 members in their
family.14.10% of respondents have above 6 members in their family. Majority of the
respondents family size is 4 to 6.
TABLE : 4.6
DISTRIBUTION OF RESPONDENTS BY THEIR BRAND
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Source: Primary data
Inference:
The above table shows that 37.17% of respondents are having
Zeus125XCD. Both Heat alloy and Zeus 125X are having equal respondents of
17.94%. and 5.12% of respondents are having Suzuki ACCESS125.
TABLE : 4.7
DISTRIBUTION OF RESPONDENTS BY MODE OF PURCHASE
Brand of bike No. of Respondents Percentage
ZEUS 125XCD 29 37.17949
HEAT ALLOY 14 17.94872
ZEUS 125X
14 17.94872
HAYABUSA 1300
8 10.25641
ZEUS 125 EU 9 11.53846
SUZUKI ACCESS 125
4 5.128205
TOTAL
78 100
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Mode Of Purchase No. of Respondents Percentage
Cash 40 51.28205
Credit 38 48.71795
Total 78 100
Source: Primary data
Inference:
The above table shows that 51.28% of respondents are purchasing bikes
through ready cash payment. 48.71 of respondents are purchasing bikes through
credit. Majority of respondents buy through ready cash payment.
TABLE : 4.8
DISTRIBUTION OF RESPONDENTS BY KNOWLEDGING THE PRODUCT
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Awareness No. of Respondents Percentage
Print Media 7 8.974359
TV Advertisement 11 14.10256
Friends & Relatives 21 26.92308
Dealers 29 37.17949
Others 10 12.82051
Total 78 100
Source: Primary data
Inference:
The above table shows that 37.17% of respondents have become aware of
TVS bikes through dealer network and 26.92% of respondents are aware throughfriends and relatives circle. TV advertisement has created awareness in 14.10% of
respondents.
TABLE : 4.9
ASSOCIATION BETWEEN THE AGE OF THE RESPONDENTS AND
BRAND
AGE
MODEL OF BIKE
Between 18
and
25 Years
Between 26
and
35 Years
Between 36
and
45 Years
Above
45 Years Total
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ZEUS125XCD 4 14 5 6 29
HEAT ALLOY 4 7 1 2 14
ZEUS 125X 1 6 4 3 14
HAYABUSA 1300 0 4 3 1 8
ZEUS 125EU 1 4 0 4 9
SUZUKI ACCESS125 1 2 0 1 4Total 11 37 13 17 78
Source: Primary data
Inference:
The above table reveals that 14 respondents of Zeus125XCD are in the age
group between 36 & 45 years.4 respondents of Heat Alloy are in the age of between
18 & 25 years. 4 respondents of Zeus125X are in the age group between 36 and 45
years.
TABLE : 4.10
ASSOCIATION BETWEEN EDUCATION AND MODEL
Model of bike/ Educational
Qualification Up to HScUp to UGUp to PGOthersTotal
ZEUS 125XCD 9 8 7 5 29HEAT ALLOY 4 5 4 1 14
ZEUS 125X 6 4 3 1 14
HAYABUSA 1300 1 0 4 3 8
ZEUS 125EU 2 2 5 0 9
SUZUKI ACCESS 125 0 2 1 1 4
Total 22 21 24 11 78
Source: Primary data
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Inference:The above table reveals that 9 respondents who have higher secondary qualification
have opted for Zeus 125XCD. 5 respondents of Heat Alloy are graduates and 4 post
graduates have opted for Hayabusa 1300 and single respondent with other
qualification has got Suzuki Access 125.
TABLE : 4.11
ASSOCIATION BETWEEN OCCUPATION AND BRAND
Model of bike/ OccupationGovt. EmployeePrivate EmployeeSelf EmployedStudentsOthersT
ZEUS 125XCD 5 5 17 2 0
HEAT ALLOY 3 2 6 3 0
ZEUS 125X 6 1 7 0 0
HAYABUSA 1300 1 3 4 0 0
ZEUS 125 EU 3 1 3 2 0
SUZUKI ACCESS 125 0 1 0 1 2
Total 18 13 37 8 2
Source: Primary data
Inference:
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Ther above table represents that 17 respondents who got their Zeus 125XCD
are self employed . 3 respondents who got Heat Alloy are students. 6 respondents
who got Zeus 125X are govt.employees.
TABLE : 4.12
DISTRIBUTION OF RESPONDENTS INCOME AND BRAND
Model of bike Below Rs. 5,000
Between Rs. 5,001
to
Rs. 10, 000
Between Rs. 10,001
to
Rs. 15, 000 Above Rs. 15, 000To
ZEUS 125XCD 10 15 2 2 2
HEAT ALLOY 7 3 4 0 1
ZEUS 125X 8 4 2 0 1
HAYABUSA 1300 0 5 1 2ZEUS 125EU 5 3 1 0
SUZUKI ACCESS125 2 0 1 1
Total 32 30 11 5 7
Source: Primary data
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Inference:
The above table shows that 15 respondents got their Zeus 125XCD in theincome between Rs. 5,001 to 10,000. 7 respondents who got Heat Alloy are having
income below Rs.5,000 and 2 respondents got their Zeus 125X are having the
income between Rs. 10,001 to Rs. 15.000. 2 respondents from Hayabusa 1300 are
earning above Rs. 15,000.
TABLE : 4.13
DISTRIBUTION OF RESPONDENTS FAMILY SIZE AND BRAND
Model of bike 1 to 3 4 to 6 Above 6 Total
ZEUS 125XCD 6 22 1 29HEAT ALLOY 4 6 4 14
ZEUS 125X 6 8 0 14
HAYABUSA 1300 2 3 3 8
ZEUS 125EU 2 6 1 9
SUZUKI ACCESS 125 1 1 2 4
Total 21 46 11 78
Source: Primary data
Inference:
The above table reveals that 22 respondents who are having Zeus 125XCD have
a family size of 4 to 6 members. 4 respondents who own Heat Alloy have a family
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of more than 6. 6 respondents of Zeus 125X have 1 to 3 members in family. Only 1
respondent in Suzuki Access125 and their family size is 1 to 3 members.
TABLE : 4.14
DISTRIBUTION OF RESPONDENTS MONTHLY INCOME AND MILEAGE
Monthly income HS S NSD DS HDSGrand Total
Below 5000 7 11 4 8 2 32
5001 - 10000 3 11 8 7 1 30
10001 - 15000 1 6 2 2 0 11
Above 15000 0 4 1 0 0 5Grand Total 11 32 15 17 3 78
Source: Primary data
Inference:
The table reveals that 11 respondents with an income below Rs.5000 are satisfied
with mileage of SUZUKI. 2 respondents with an income of Rs.5000 are highly
dissatisfied.11 respondents with an income below 10000 are satisfied.1 respondent
with over 15000 of income is neither satisfied nor dissatisfied.
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TABLE : 4.15
ASOCIATION BETWEEN MONTHLY INCOME AND PRICE
Monthly income HS S DS HDS Grand Total
Below 5000 4 13 5 10 32
5001-10000 2 10 8 10 30
10001-150003 3 5 1 2 11
Above 15000 1 2 2 0 5
Grand Total 10 30 16 22 78
Source: Primary data
Inference:
The Above table shows that 13 respondents are satisfied with the price of
SUZUKI. They are having income below 5000. 10 respondents are highly dissatisfied
about price they are having income about RS.5001-10000. 3 respondents are satisfied
of price.
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TABLE : 4.16
ASSOCATION BETWEEN AGE AND PICKUP
Age/Pick up HS S DS HDS Grand Total
Bet 18 & 25 4 7 0 0 11
Bet 26 & 35 10 23 3 1 37
Bet 36 & 45 1 8 3 1 13
Above 45 6 11 0 0 17
Grand Total 21 49 6 2 78
Source: Primary data
Inference:
The above table shows that , 7 respondents in the age group between 18 & 25
are satisfied about pickup of the bike. 10 respondents in the age group of 26 & 35 are
highly satisfied of pickup.. 11 respondents are satisfied of pickup and their age group
is above 45.majority of respondents are satisfied of mileage.
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TABLE : 4.17
ASSOCIATION BETWEEN BRAND AND PRICE
Price
Brand HS S DS HDS Grand Total
ZEUS 125XCD 3 9 5 12 29HEAT ALLOY 3 10 0 1 14
ZEUS 125X 0 4 4 6 14
HAYABUSA 1300 1 3 4 0 8
ZEUS 125EU 1 4 2 2 9
SUZUKI ACCESS125 2 0 1 1 4
Grand Total 10 30 16 22 78
Source: Primary data
Inference:
The above table shows that 10 respondents are satisfied with the price of Heat
Alloy . 12 respondents of Zeus 125XCD are highly dissatisfied about the price.
2 respondents of Suzuki Access are highly satisfied of the price.
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TABLE : 4.18
ASSOCIATION BETWEEN BRAND AND MILEAGE
Mileage
Brand HS S NSD DS HDS Grand Total
ZEUS 125XCD 3 9 5 9 3 29
HEAL ALLOY 6 5 3 0 0 14
ZEUS 125X 1 5 3 5 0 14
HAYABUSA 1300 0 5 3 0 0 8
ZEUS 125EU 1 5 1 2 0 9SUZUKI ACCESS125 0 3 0 0 0 4
Grand Total 11 32 15 17 3 78
Source: Primary data
Inference:
The above table shows that 9 respondents of Zeus 125XCd are satisfied of the
mileage. 6 respondents of Heal Alloy are highly satisfied with the mileage. 3
respondents of Zeus 125X are neither satisfied nor dissatisfied of the mileage.
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TABLE : 4.19
DISTRIBUTION OF RESPONDENTS BY THEIR OPINION ABOUT FREE
SERVICE
Free Service NO. OF RESPONDENTSPERCENTAGE
VERYGOOD 16 20.51282
GOOD 56 71.79487
MODERATE 5 6.410256
POOR 1 1.282051
Grand Total 78 100
Source: Primary data
Inference:
The above table shows that 16 respondents are highly satisfied about free
service .56 respondents are satisfied about free service. 5 respondents opinion is that
of moderate in free service.
TABLE : 4.20
ASSOCIATION BETWEEN FREE SERVICE AND NO.OF SERVICE
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No. Of Services
Free Services 1 2 3 4 5 Grand Total
Very good 3 5 7 1 0 16
Good 11 21 17 5 2 56Moderate 1 2 1 1 0 5
poor 1 0 0 0 0 1
Grand Total 16 28 25 7 2 78
Source: Primary data
INFERENCE:
Above table show that 16 respondents are highly satisfied about free service. 56
respondents are satisfied of free service. Majority of the respondents in satisfied
manner.
TABLE : 4.21
ASSOCIATION BETWEEN OCCUPATIONAL STATUS AND AWARENESS
Count of Awareness
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Occupational
status
Print media
Tv
advertisement
Friends &
relatives dealer others Grand To
Govt.Emp 0 5 3 6 4 18
Private Emp 4 1 3 2 3 13
Self emp 2 5 12 17 1 37
students 0 0 3 3 2 8
others 1 0 0 1 0 2
Grand Total 7 11 21 29 10 78
Source: Primary data
Inference:
The above table shows that 6 Government employees became aware through the
dealer. 4 respondents from the private sector became aware through print media .
5 respondents who are self employed made their choice through tv.3 students through
dealer and 3 through friends and relatives.
TABLE : 4.22
DISTRIBUTION OF RESPONDENTS BY AGE
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Source: Primary data
Inference:
The above table shows that 11 respondents with income of Rs.less than 5000
are satisfied about maintenance cost and 5 respondents who earn less than Rs.10000
are highly satisfied of maintenance cost . Only 1 respondent is neither satisfied nor
dissatisfied of maintenance cost and his income is above Rs.15000.
Count of Monthly income Maintenanace cost
HS S NSD DS HDS
Grand
Total
Below rs.5000 6 11 4 9 2 325001 - 10000 5 13 8 4 0 30
10001 - 15000 3 4 3 1 0 11
Above 15000 2 1 1 1 0 5
Grand Total 16 29 16 15 2 78
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Chart : 4.1
DISTRIBUTION OF RESPONDENTS BY AGE
11
37
13
17
78
0
10
20
30
40
50
60
70
80
90
Between 18
and 25
Between 26
and 35
Between 36
and 45
Above 45 Grand Total
AGE
NO.OFRESPONDENT
No. Of Respondents
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CHART : 4.2
DISTRIBUTION OF RESPONDENTS BY EDUCATIONAL
QUALIFICATIONS
0
5
10
15
20
25
30
UP TO HIGHER
SECONDARY
UNDER
GRADUATE
POST
GRADUATE
OTHERS
EDUCATIONAL QUALIFICATIONS
NOO
FRESPONDENT
NO. OF RESPONDENTS
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CHART :4.3
DISTRIBUTION OF RESPONDENTS BY OCCUPATIONAL STATUS
18
13
37
8
2
0
5
10
15
20
25
30
35
40
GOVERN
MEN
TEM
PLOYE
PRIVATE
EMPL
OYEE
SELF
EMPL
OYED
STUD
ENTS
OTH
ERS
OCCUPATIONAL STSTUS
NO.OFRESPOND
ENT
NO. OF RESPONDENTS
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CHART : 4.4
DISTRIBUTION OF RESPONDENTS BY MONTHLY INCOME
0
5
10
15
20
25
30
35
Below Rs. 5000
Between Rs. 5001 to
10,000
Between Rs 10,001 to
15, 000
Above Rs. 15, 000
32 30
11
5
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CHART : 4.5
DISTRIBUTION OF RESPONDENTS BY FAMILY SIZE
0
10
20
30
40
50
1 to 3 Members
4 to 6 members
Above 6 Members
21
1111
46
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CHART : 4.6
DISTRIBUTION OF RESPONDENTS BY THEIR BRAND
0
5
10
15
20
25
30
Zeus 125XCD
Heal Alloy
Zeus 125X
Hayabusa 1300
Zeus 125EU
Suzuki Access125
14
29
14
8
9 4
Respondents
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CHART : 4.7
DISTRIBUTION OF RESPONDENTS BY MODE OF PURCHASE
37
37.5
38
38.5
39
39.5
40
Cash
Credit38
40
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CHART : 4.8
DISTRIBUTION OF RESPONDENTS BY KNOWLEDGING THE PRODUCT
0
5
10
15
20
25
30
SOURCE
Print Media
TV Advertisement
Friends &
Relatives
Dealers
Others
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CHART : 4.9
ASSOCIATION BETWEEN THE AGE OF THE RESPONDENTS AND
BRAND
0
2
4
6
8
10
12
14
Between18 and
25 Years
Between36 and
45 Years
Zeus 125XCD
Heal Alloy
Zeus 125X
Hayabusa 1300
Zeus 125EU
Suzuki Access125
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CHART : 4.10
ASSOCIATION BETWEEN EDUCATION AND BRAND
0
2
4
6
8
10
Up to HSc Up to UG Up to PG Others
Zeus 125XCD
Heal Alloy
Zeus 125X
Hayabusa 1300
Zeus125EU
Suzuki Access
Respondents
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CHART : 4.11
ASSOCIATION BETWEEN OCCUPATION AND BRAND
0
2
4
6
8
10
12
14
16
18
Govt.
Employee
Self
Employed
Others
Zeus 125XCD
Heal Alloy
Zeus 125X
Hayabusa 1300
Zeus125EU
Suzuki Access
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CHAPTER V
SUMMARY OF FINDINGS, SUGGESTION AND CONCLUSIONFINDINGS:
1. Two wheeler ownership seems to be high in the age group of 26 to 35 that is
about 47.44% of the total respondents.
2. The desire for a quick and reliable mode of transportation is felt most by self-
employed mind. Since they need to move from one place to another. The
same trend is observed in the study also.
3. Close to 42% of the respondents are in the income bracket below Rs. 5,000.
and 38 % of respondents from the income bracket of Rs. 5,000 to Rs. 10,000.
For these people two wheelers are a quick safe and reliable mode of
transportation offering value for money.
4. Almost 38 % of the respondents are using Zeus125XCd motorbikes. Zeus
125XCD has won the hearts of many customers.
5. The Indian customers is still a conservative one who cannot be convinced by
ads through print and TV media. He decides only on physical verification of
attributes.
6. SUZUKI has found favoritism amongst the self employed, age group between
26 to 35 years with Zeus 125XCD leading the pack.
7. While considering the mileage factor SUZUKI is not the favorite. Only half the
respondents interviewed expressed satisfaction.
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8. The researcher found that SUZUKI is the Bike of the middle class people with
the income of less than Rs. 10,000 per month.
9. People believe that Zeus 125XCD is a bike worth spending for.
10. Nearly 90% of the respondents feel that SUZUKI has kept up its word as for as
free service is concerned.
11. Majority of the respondents are keen to utilize the free service offered and they
are satisfied.
12. Most of the respondents feel that they dont differentiate between free and paid
service in terms of quality and service at Blue Diamond Motors.
13. Nearly 90% of the respondents in the income group of less than Rs. 10, 000 per
month feel that Suzuki is not burning a hole in their pocket.
14. Majority of the respondents have expressed satisfaction to special attributes
like pick up, Electrical accessories, early start in the morning and the braking
capacity of Suzuki bikes.
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Suggestions
1. Since Suzuki is not the favorite of the youth one suggestion could be to
enhance the vehicle with more power.
2. people who opt for Suzuki are mostly from the middle strata of the society. If
faith in their mind is installed that Suzuki is worth the money spent, many
more customers can be won.
3. More rural outlets will take the company more closer to the rural masses
4. The company can offer a lower priced variant to bridge the price gap.
5. Braking distance of the vehicle can be further enhanced.
6. As far as Heal Alloy is concerned the promise on mileage of mileage of 100
kmpl is not obtainable is the opinion of the people.
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Suggestions to Blue Diamond Motors:
1. More rural sales point would definitely impact sales
2. A still patient approach in the rural sales point would be advantageous.
3. After a service is done the explanation regarding the parts in the bill can be
given to the customer at the time of delivery.
4. Timely delivery after service will add credibility.
5. Participation in fairs will increase sales
6. Enhanced propaganda and public relations will boost the image of SUZUKI
7. The company can remind people of their service dates
8. More competitive approach especially in Cuddalore and concentrating more
on the sale of geared vehicles will take Suzuki to the No.1 position.
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CONCLUSION
The Suzuki group known for its conservative approach has stood the rough weather
after departure from its fold. Suzuki has managed to withhold the customers base
despite a decline. The bikes from the TVS stable have as always been aimed at the
middle class and this has been the success mantra of the Suzuki group. The right
combination of power and mileage has taken Suzuki this distance. The Suzuki group
has been able to successfully identify the indigenous parameters of this particular
country, another notable feature of the Suzuki group is its adaptability and constant
innovation to the need of the hour. If this trend continues the day Suzuki is crowned
the king of bikes the world over is not far away.
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ANNEXURE I
QUESTIONNAIRE
1. Name :
2. Address :
3. Age :
a. Between 18 and 25
b. Between 26 and 35
c. Between 36 and 45
d. Above 45
4. Educational Qualifications:
a. Upto Higher Secondary
b. Under graduate
c. Post graduate
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d. Others
5. Occupational Status:
a. Government Employee
b. Private Employee
c. Self Employed
d. Students
c. Others
6. Monthly income (in Rupees):
a. Below 5000
b. Between 5001 to 10000
c. Between 10001 to 15000
d. Above 15000
7. Family Size :
a. 1 to 3 b. 4 to 6 c. above 6
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8. The Model of Your current Suzuki Bike
----------------------------------------------------------------------
9. Mode of Purchase
a. Cash b. Credit
10. Have you used any other vehicle before this vehicle?
a. YES b. NO
If yes, so kindly tell the name of the vehicle?
*
*
11. Are you possessing any other two wheeler now?
a. YES b NO
If yes, then mention the name of the vehicle?
*
*
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12. How did you come to know about Suzuki Bikes?
a. Print Media
b. TV advertisement
c. Friends & Relatives
d. Dealer
e. Others
13. Please indicate your satisfaction level with respect to the following factors?
FactorsHighly
SatisfiedSatisfied Neither
Satisfied nor
dissatisfied
Dissatisfie
d
Highly
dissatisfied
Pick up
First Start
Braking Capacity
Wheel BaseSuspension
Head light & Electrical
Accessories
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14. Rank the following factors as per your preference?
FactorRank
1 2 3 4 5
Mileage
Price
Design / Appearance
Spare Parts Availability
Maintenance Cost
Service Availability
15. What is your opinion about service of Suzuki Bikes at Blue Diamond Motors?
FactorsVery
goodGood
Moderat
ePoor
Very
Poor
Water Service
Skill level of the mechanic
Electrical works
Change of oil
Genuine spare parts
16. What do you feel about the free service?
a. Very good b. Good c. Moderate
d. Poor e. Very Poor
17. How many free services have you utilized at Blue Diamond Motors?
---------------------------------
18. How do you feel about the services of Blue Diamond Motors?
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a. Very good b. Good c. Moderate
d. Poor e. Very Poor
19. Give your comments and valuable suggestions?
ANNEXURE II
BIBLIOGRAPHY
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BOOKS
1. Khanka, S.S., Organizational Behaviour, Published by S.Chand and Company ltd.,1st Edition, 2000.
2. Agarwal, R.D., Organization and Management, Published by Tata Mc Graw-Hill
Publishing Company Ltd., 13th Edition, 1982.
3. Kothari C.R., Research methodology, Published by New Age International (p) Ltd.,
2nd Edition, 1985.
4. Gupta, S.P., and Gupta, M.P., Business Statistics, Published by Sultan Chand &
Sons, 7th Edition, 1989.
LIST OF TABLES
S.NO DESCRIPTION PAGE
NO
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1.
2.
3.
4.
5.
6.7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.20.
21.
22.
Age wise classification of the respondents
Educational qualification of the respondents
Occupational wise classification of the respondents
Monthly income wise classification of the respondents
Family size wise classification of the respondents
Brand wise classification of the respondentsDistribution of mode of purchase classification of the respondents
Distribution of respondents by knowledge the product classification
Distribution of respondents age and brand wise classification
Distribution of respondents education and brand wise classification
Distribution of respondents occupation and brand wise classification
Distribution of respondents income and brand wise classification
Distribution of respondents family size and brand wise classification
Distribution of respondents monthly income and mileage wise
classification
Distribution of respondents monthly income and price wiseclassification
Distribution of respondents age and price wise classification
Distribution of respondents brand and price wise classification.
Distribution of respondents brand and mileage wise classification.
Distribution of respondents opinion about free serviceDistribution of respondents free service and No.of service wise
classification
Distribution of respondents occupation and awareness wise
classification
Distribution of respondents monthly income and maintenance costwise classification
20
21
22
23
24
2526
27
28
29
30
31
32
33
34
35
36
37
3839
40
41
LIST OF CHARTS
S.NO DESCRIPTION PAGE
NO
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1.
2.
3.
4.
5.
6.7.
8.
9.
10.
11.
Age wise classification of the respondents
Educational qualification of the respondents
Occupational wise classification of the respondents
Monthly income wise classification of the respondents
Family size wise classification of the respondents
Brand wise classification of the respondentsDistribution of mode of purchase classification of the respondents
Distribution of respondents by knowledge the product classification
Distribution of respondents age and brand wise classification
Distribution of respondents education and brand wise classification
Distribution of respondents occupation and brand wise classification
42
43
44
45
46
4748
49
50
51
52
CUSTOMER SATISFACTION OF SUZUKI
REGARDING TWO WHEELER DEALERSHIP WITH
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REFERENCE TO BLUE DIAMOND MOTORS,
CUDDALORE
PROJECT REPORT
Submitted in partial fulfillment of the
Requirements for the award of the degree of
MASTER OF BUSINESS ADMINISTRATION2007
Name : K.KANNAN
Enrolment No.: X6106PBA6011
Under the Supervision of
D.SARAVANAN, M.B.A., M.Phil., M.F.C., M.H.R.M., (Ph.D.,)
INSTITUTE OF DISTANCE EDUCATION
UNIVERSITY OF MADRAS
BONAFIDE CERTIFICATE
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INSTITUTE OF DISTANCE EDUCATION
UNIVERSITY OF MADRAS
Certified that this is the bonafide Project work done by Mr.K.KANNAN
with Enrolment Number X6106PBA6011 of final year of M.B.A., Degree
course in the Institute of Distance Education, University of Madras, Chennai
600 005 during the Year 2007.
Date: Supervisor
Examiners 1.
2.
TABLE OF CONTENTS
LIST OF TABLES
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LIST OF CHARTS
CHAPTER TITLE PAGE
NO.
I INTRODUCTION 1
II RESEARCH METHODOLOGY 12
III REVIEW OF LITERATURE 14
IV DATA ANALYSIS AND INTERPRETATION 20
V SUMMARY OF FINDING, SUGGESTIONS.
AND CONCLUSION 53
QUESTIONNAIRE 58
BIBLIOGRAPHY 64
ACKNOWLEDGEMENT
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First and foremost we thank the god for his blessings, showered on us in completing
the project successfully.
I would like to express my profound gratitude to Dr.G.Mohanram,M.Com.,Ph.D.,
Director, Institute of Distance Eduction, University of Madras for his cooperation throughout
the course.
I take the privilege to extend my hearty thanks to my guide Mr.D.Saravanan,
M.B.A.,M.Phil.,M.F.C.,M.H.R.M.,(Ph.D.,)Lecturer, Department of Management Studies,
Sri Manakula Vinayagar Engineering College, Puducherry for his valuable suggestion
throughout the project duration.
Lastly, I wish to thank my parents and friends who supported and helped me in
completion of this project.
LIST OF TABLES
S.NO DESCRIPTION PAGE
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NO
4.1 Distance from residence in Kilometers 17
4.2 Due to absent in transport problem 18
4.3 Due to absent in transport problem for a month 19
4.4 Reasons for absents 20
4.5 Health conditions for the past one year 21
4.6 Absent because of health 22
4.7 Relationship with superior 23
4.8 Relationship with co-workers 24
4.9 Late arrival is one of the reason for absent 25
4.10 Number of days present in last month 26
4.11 Number of days absent in past one year 27
4.12 Absence causes loss of wages and other benefits 28
4.13 Prevention of accident in the work spot 29
4.14 Insufficient rest pause 30
4.15 Disciplinary action 31
4.16 Trade union activities 32
4.17 Strikes 33
4.18 Possible to take leave 34
4.19 Procedure in organization for taking leave 35
4.20 Shift is more comfortable 36
4.22 Analysis of opinion of respondents regarding disciplinary action 37
4.23 Chi-Square analysis 38
LIST OF CHARTS
S.NO DESCRIPTION PAGE
NO
4.1 Distance from residence in Kilometers 17
4.2 Due to absent in transport problem 18
4.3 Due to absent in transport problem for a month 194.4 Reasons for absents 20
4.5 Health conditions for the past one year 21
4.6 Absent because of health 22
4.7 Relationship with superior 23
4.8 Relationship with co-workers 24
4.9 Late arrival is one of the reason for absent 25
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4.10 Number of days present in last month 26
4.11 Number of days absent in past one year 27
4.12 Absence causes loss of wages and other benefits 28
4.13 Prevention of accident in the work spot 29
4.14 Insufficient rest pause 30
4.15 Disciplinary action 31
4.16 Trade union activities 32
4.17 Strikes 33
4.18 Possible to take leave 34
4.19 Procedure in organization for taking leave 35
4.20 Shift is more comfortable 36
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LIST OF TABLES
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TABLE
NO. TITLE
PAGE
NO.
4.1
4.2
4.3
4.3
4.5
4.6
4.7
4.8
4.9
4.10
4.11
4.12
4.13
4.14
4.154.16
4.17
4.18
4.19
4.20
4.21
GENDER OF THE RESPONDENTS
AGE WISE CLASSIFICATION OF RESPONDENTS
EDUCATIONAL QUALIFICATION OF THE RESPONDENTS
NUMBER OF YEARS WORKING IN THE COMPANY
JOB HELPS FOR ACHIEVING COMPANY GOAL
SATISFACTION IN CURRENT JOB
RATING OF COMPANY
LEVEL OF SATISFACTION OF POLICES OF THE
COMPANY
STATUS OF SALARY PROVIDED
LEVEL OF SATISFACTION OF BONUS
LEVEL OF SATISFACTION IN OVER TIME PAYMENT
SATISFACTORY LEVEL IN FAMILY FESTIVAL ADVANCE
STATUS OF REWARDING EMPLOYEES FOR THEIR
PERFORMANCE
SAFETY IN THE FIELD OF WORK
LEVEL OF SATISFACTION IN SAFETY MEASURELEVEL OF SATISFACTION IN BREAK TIME
LEVEL OF SATISFACTION IN WORK TIME
LEVEL OF SATISFACTION IN EXCURSION
LEVEL OF SATISFACTION OF RELATIONSHIP WITH CO-
WORKERS
WAY OF SUPERVISION BY SUPERVISOR
COMPETENCE OF HIGHER AUTHORITY IN DECISION
20
21
22
23
24
25
26
27
28
29
30
31
32
33
3435
36
37
38
39