synopsis for customer perception

8/2/2019 Synopsis for Customer Perception

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SYNOPSIS

A STUDY ON CUSTOMER PERCEPTIONON THE

MARUTI SUZUKI SERVICES AND PRODUCTS

MASTER OF BUSINESS ADMINISTRATION

III SEMSUBMITTED BY

SREEKALA . M

UNDER GUIDANCE OF REHENA SAJITH

CUSTOMER PERCEPTION ABOUT MARUTI SUZUKI

SERVICES AND PRODUCTS

COMPANY NAME: MARUTI SUZUKI.

INTRODUCTION:

Indian automobile sector is in a growth phase. It all

started mainly due to liberalization, privatization and

globalization (LPG) of Indian economy. Today Indian car

manufacturers are able to manufacture cars that are

able to meet global standards. This is a study to know

about the customers perception towards MARUTI


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SUZUKI one of the oldest and strongest market player in

India. The aim of the project is to get the views of the

customer about its services, products and their

expectations of new product from the company.

STATEMENT OF THE PROBLEM:

Due to LPG of Indian economy there are various foreign

players in the Indian automobile sector. There is huge

competition due to the entry of new companies. In this

situation there is a need to study about the consumers

perception of the MARUTI SUZUKI services andproducts. As the Government of India has a stake in this

company it is necessary to know the market situation

and respond to it efficiently.

SCOPE OF THE STUDY:

The scope of the study is limited to find the customers

perception towards the services and products of MARUTISUZUKI. It is a general study and not confined to any

industrial standards. It is conducted in the geographical

area of Bangalore.

OBJECTIVES OF THE STUDY:

To find out the sources of awareness of the

dealership and products.

To find out the various attributes considered by the

customer beforepurchasing the product.

To find out the customers satisfaction level during

the sales and after sales process.


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To find out the dealership name from where the

customers havepurchased their product.

To find out the new product they expect from the

company.

RESEARCH METHODOLOGY:

The research conducted is a descriptive research, it

involves the study of the customers perception towards

services and products of MARUTI SUZUKI with the helpof GARUDA AUTOCRAFT PVT. LTD, a dealership which

provides sales and services of MARUTI SUZUKI

products.

SOURCES OF DATA

1.PRIMARY DATA

The data is collected by interviewing the respondents

through questionnaire and the raw data collected will be

transformed into a needed list of information.

2.SECONDARY DATA

Secondary data consists of information that already

exists. It would be collected from the website

marutisuzuki.com and through personal Interviews.

TOOLS AND TECHNIQUES OF DATA ANALYSIS

Simple random sampling is used. It is a procedure to

collect the data from few elements from the entire

population. It is a small specimen area that represents


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the entire population. The sample size is decided to be

100. The data would be collected through a sample

survey by personal interview using structured

questionnaire and reviewing the secondary data. Thesamples are bound to Bangalore. The collected data is

represented in tables, graphs and are analyzed.

PROFILE OF THE INDUSTRY

The Automotive industry in India is one of the largest

in the world and one of the fastest growing globally.

India manufactures over 11 million vehicles(including 2wheeled and 4 wheeled) and exports about 1.5 million

every year. It is the world's second largest manufacturer

of motorcycles, with annual sales exceeding 8.5 million

in 2009. India's passenger car and commercial vehicle

manufacturing industry is the seventh largest in the

world, with an annual production of more than 2.6

million units in 2009. In 2009, India emerged as Asia'sfourth largest exporter of passenger cars, behind Japan,

South Korea and Thailand. As of 2009, India is home to

40 million passenger vehicles and more than 2.6million

cars were sold in India in 2009 (an increase of 26%),

making the country the second fastest growing

automobile market in the world. According to the Society

of Indian Automobile Manufacturers, annual car sales areprojected to increase up to 5 million vehicles by 2015

and more than 9 million by 2020. By 2050, the country is

expected to top the world in car volumes with

approximately 611 million vehicles on the nation's roads.

A chunk of India's car manufacturing industry is based in

and around the city of Chennai, also known as the "

Detroit of India" with the Indian city accounting for 60


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per cent of the country's automotive exports. Gurgaon

and Manesar near New Delhi are hubs where all of the

Maruti Suzuki cars in India are manufactured. The

Chakan corridor near Pune, Maharashtra is anothervehicular production hub with General Motors,

Volkswagen/ Skoda, Mahindra and Mahindra in the

process of setting up or already set up

facilities. Ahmedabad with Tata Motors Nano plant and

Halol with General Motors in Gujarat, Aurangabad in

Maharashtra, Kolkatta in West Bengal are some of the

other automotive manufacturing regions around thecountry.

COMPANY PROFILE

Maruti Suzuki India Limited (MSIL, formerly known as

Maruti Udyog Limited) is a subsidiary of Suzuki Motor

Corporation, Japan. MSIL has been the leader of the

Indian car market for over two and a half decades. Thecompany has two manufacturing facilities located at

Gurgaon and Manesar, south of New Delhi, India. Both

the facilities have a combined capability to produce over

a 1.2 million (1,200,000) passenger car units annually.

The company plans to expand its manufacturing

capacity to 1.75 million by2013. For this the company

will be investing around Rs. 60 Billion (Rs 6,000Crores)over the period till 2013.The company offers a wide

range of cars across different segments. It offers14

brands and over 150 variants - Maruti 800, people

movers, Omni and Eeco, international brands Alto, Alto-

K10, A-star, Wagon R, Swift, Ritz and Estilo, off-roader

Gypsy, SUV Grand Vitara, sedans SX4 and Swift DZire In

an environment friendly initiative, in August 2010 Maruti


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Suzuki introduced. factory fitted CNG option on 5 models

across vehicle segments. Theseinclude Eeco, Alto, Estilo,

Wagon R and Sx4.In fiscal 2009-10 Maruti Suzuki

became the only Indian company to manufacture andsell One Million cars in a year.Maruti Suzuki has

employee strength over 7,600 (as at end March 2010),In

2009-10, the company sold a record 10,18,365 vehicles

including 1,47,575units of exports. With this, at the end

of March 2010, Maruti Suzuki had amarket share of 53.3

per cent of the Indian passenger car market (including

Csegment).

OVERVIEW OF THE CHAPTER:

Details of the theoretical background to project study

Design of study includes status of problem

objectives and scope along with methodology.

Industry profile/ respondent profile.

Study of problem through data analysis and

interpretation along with charts and tables.

Gives summary of findings recommendation and

conclusions.

HYPOTHESIS:

NULL HYPOTHESIS (H0): Customers are satisfied with

current services and products of MARUTI SUZUKI


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ALTERNATIVE HYPOTHESIS (H1): Customers are not

satisfied current services and products of MARUTI

SUZUKI

Questionnaire

1. Age group of respondents.

It shows the age group of the respondents AGE GROUP

18-25

26-33

34-41

42 and above

2. Qualifications

QUALIFICATION

Under graduate

Post graduate

P.U.C

S.S.L.C.

Others

3. MONTHLY INCOME

Below 10,000

10,001 15,000

15,001 20,000

20,001 25,000


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25,000 and above.

4. OCCUPATION

Salaried

Self Employed

Others______________

5. Which vehicle do you own?

______________________

6. YEAR OF PURCHASE

1985 1990

1991 1996

1997 2002

2002 until now.

7. Average distance travelled per day

Up to 15

16-25

26-35

35 and above

8. Usage purpose

Official

Personal


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Others.

9. Rating of available colours

Very good

Good

Average

Fair

10. Do you want to sell the existing model for new one

Yes

No

11. Overall satisfaction of the product.

Highly satisfied

Satisfied

Undecided

Unsatisfied

Highly unsatisfied

12. Are you satisfied with the current service centre?

Strongly agree

Agree

Neither agree or disagree

Disagree

Strongly disagree


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13. Labour charges of service station compared to others

Very high

High

Medium

Low

Very low

14. Delivery as per schedule

Always

Most of times

Some times

Never

Very rare

15. Mobile service providing

Excellent

Good

Fair

Poor

Very poor

16. Are the people at service station co-operative?

Very high


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High

Moderate

Low

Poor

17. Source of awareness of dealership

Advertisement

News paper

Magazines

Friends and relatives

18. Source of awareness of the product

Advertisement

News paper

Magazines

Friends and relatives

19. Show room ambience

Excellent

Very Good

Good

Satisfactory

20. Sales process


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Excellent

Very good

Good

Fair

21. Financial schemes

Excellent

Very good

Good

Fair

22. Opinion of Post Sales follow-ups

Very good

Good

Average

Poor

23. Diagnostic of complaints

Excellent

Good

Average

Fair

24. New product that you expect from MARUTI SUZUKI


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SUV

MUV

SMALL CAR

ENTRY LEVEL SEDAN

LUXURY CAR

_______________________________________________________________

synopsis for customer perception

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