Sample CP Report

A
Comprehensive Project Report
On
ANALYSIS OF RESEARCH IN CONSUMER SATISFACTION OF

MARUTI SUZUKI IN VADODARA CITY
SUBMITED TO
PARUL INSTITUTE OF BUSINESS ADMINISTRATION

PARUL UNIVERSITY, VADODARA
In the partial fulfilment of the requirement of the award of degree of
Bachelor of Business Administration
Under the guidance of
MR. RAHUL CHOUHAN
Submitted by
Sr. No. Name Enrolment No. Signature
1 Bhimraj Suthar 180613101162
2 Kanhaiya Lal Mali 180613101063
3 Jenika Odedara 180613101077
4 Prashant Sharma 180613101148
5 Prashant Nasit 180613101174
6 Dhruvi Kamani 180613101158
7 Alisha Nandanvar 180613101173
March, 2021
1
INSTITUTIONAL CERTIFICATE
This is to certify that this grand project report titled “A RESEARCH STUDY ON ANALYSIS
OF RESEARCH IN CONSUMER PREFERENCE OF MARUTI SUZUKI” is the Bonafede
work of below mentioned students who carried out the research under my supervision. I also
certify further, that to best of my knowledge the work report here in does not form part of any
other project report or dissertation the basis in which a degree or award was conferred on an
earlier occasion on this or any other candidate.
SR. NAME ENROLLMENT NO. SIGNATURE

NO.
1 BHIMRAJ SUTHAR 180613101162
2 PRASHANT SHARMA 180613101148
3 KANAIYALAL MALI 180613101063
4 JENIKA ODEDRA 180613101077
5 PRASHANT NASIT 180613101074
6 ALISHA NANDANWAR 180613101073
7 DHRUVI KAMANI 180613101058
DR. SHANTANU CHAKRAVARTY MR. RAHUL CHAUHAN

[PRINCIPAL, PIBA] [ASSISTANT PROFESSOR]
2
DECLARATION OF ORIGINALITY
We hereby certify that we are the only author of this paper and that neither any part of this paper
nor the whole of the paper study has been submitted for a degree to any other University or
Institution.
We Certify that, to the best of my knowledge, my paper study does not infringe upon anyone’s
copyright nor violate any proprietary rights and that any ideas, techniques, quotations, or any
other material from the work of other people included in my paper study, published or
otherwise, are fully acknowledged in accordance with the standard referencing practices.
Furthermore, to the extent that we have included copyrighted material that surpasses the bounds
of fair dealing within the meaning of the Indian Copyright Act.
we declare that this is a true copy of my study, including any final revisions, as approved by
my paper study review committee.
Date:
Place:
Name of Students:
SR. NO. NAME ENROLLMENT SIGNATURE

NO.
1 BHIMRAJ SUTHAR 180613101162
2 PRASHANT SHARMA 180613101148
3 KANAIYALAL MALI 180613101063
4 JENIKA ODEDRA 180613101077
5 PRASHANT NASIT 180613101074
6 ALISHA NANDANWAR 180613101073
7 DHRUVI KAMANI 180613101058
Signature of Guide:
Name of Guide: Prof. Rahul Chauhan
3
APPROVAL CERTIFICATE
This is to certify that research work embodied in this thesis entitled “ANALYSIS OF
RESEARCH IN CONSUMER PREFERENCE OF MARUTI SUZUKI” was carried out by
Bhimraj Suthar (180613101148), Prashant Sharma (180613101162), Kanaiyalal Mali
(180613101063), Jenika Odedra (180613101077), Prashant Nasit (180613101074), Alisha
Nandanwar (180613101073), Dhruvi Kamani (180613101058) at PARUL INSTITUTE
OF
BUSSINESS ADMINISTRATION is approved for award of the degree of “BACHALOR
OF BUSSINESS ADMINISTRATION” by Parul University.
Date:
Place
4
ACKNOWLEDGEMENT
It has been a great honor to work, right from the concept and idea of the topic to completion
of the entire work of the project and research, under the guidance of my honorable and
respected guide, MR. RAHUL CHAUHAN, Assistant Professor in BBA (PARUL
INSTITUTE OF BUSSINESS ADMINISTRATION). We are hearty thankful for their
valuable contribution. They are a constant source of encouragement and momentum that
any difficulty becomes simple. They always supported and tolerated me (including my all
silly mistakes and lethargy). We obtained a lot of very useful advice and suggestions from
them during the entire work schedule.
It gives me gaiety to express my deep sense of obligation to MR. RAHUL CHAUHAN,

Assistant Professor in BBA and DR. SHANTANU CHAKRAVARTI Principal to provide
great chance to carry out this project and research work as a part of the curriculum.
We are also grateful to all the staff members of BBA as they spent their valuable time in
guiding me in my project and research work.
Thank You …………………
NAME ENROLLMENT NO
BHIMRAJ SUTHAR 180613101162
PRASHANT SHARMA 180613101148
KANAIYALAL MALI 180613101063
JENIKA ODEDRA 180613101077
PRASHANT NASIT 180613101074
ALISHA NANDANWAR 180613101073
DHRUVI KAMANI 180613101058
5
INDEX
SR. NO. LIST OF CHAPTERS PAGE NO.

1. GENERAL INFORMATION 7-19
1.1 Industrial Overview 7

1.2 Company Overview 9
1.3 Competitor’s overview 12
1.4 Product/ Services detail 15
1.5 Departmental overview 18
2. LITERATURE REVIEW 20-27

2.1 Literature review 20
2.1.1 Literature review table 22
2.2 Book review 24
25
2.3 Theses
27
2.4 Web article
3. RESEARCH METHODOLOGY 28-33
3.1 Title of the study 28

3.2 Problem statement 28
28
3.3 Objectives of the research
28
3.4 Research Design 29
3.5 Sampling design 30
3.6 Data collection 31
4. DATA ANALYSIS 34-63
4.1 Data Analysis 34

4.2 Hypothesis analysis 58
5. FINDINGS 64
6. CONCLUSION 65
7. BIBLIOGRAPHY & REFERENCES 66
8. QUESTIONNAIRE 68
6
1. GENERAL INFORMATION
1.1 INDUSTRIAL OVERVIEW
Introduction
India became the fourth largest auto market in 2019 displacing Germany with about 3.99
million units sold in the passenger and commercial vehicles categories. India is expected to
displace Japan as the third largest auto market by 2021.
The two wheelers segment dominate the market in terms of volume owing to a growing middle
class and a young population. Moreover, the growing interest of the companies in exploring
the rural markets further aided the growth of the sector.
India is also a prominent auto exporter and has strong export growth expectations for the near
future. In addition, several initiatives by the Government of India and major automobile players
in the Indian market is expected to make India a leader in the two-wheeler and four-wheeler
market in the world by 2020.
Market size
Domestic automobiles production increased at 2.36% CAGR between FY16-20 with 26.36
million vehicles being manufactured in the country in FY20. Overall, domestic automobiles
sales increased at 1.29% CAGR between FY16-FY20 with 21.55 million vehicles being sold
in FY20.
Two wheelers and passenger vehicles dominate the domestic Indian auto market. Passenger car
sales are dominated by small and mid-sized cars. Two wheelers and passenger cars accounted
for 80.8% and 12.9% market share, respectively, accounting for a combined sale of over 20.1
million vehicles in FY20.
As per the Society of Indian Automobile Manufacturers (SIAM), passenger vehicle wholesales
in India increased by 26.45% to 2,72,027 units in September 2020, up from 2,15,124 in
September 2019.
Overall, automobile export reached 4.77 million vehicles in FY20, growing at a CAGR of
6.94% during FY16-FY20. Two wheelers made up 73.9% of the vehicles exported, followed
by passenger vehicles at 14.2%, three wheelers at 10.5% and commercial vehicles at 1.3%.
EV sales, excluding E-rickshaws, in India witnessed a growth of 20% and reached 1.56 lakh
units in FY20 driven by two wheelers.
Premium motorbike sales in India recorded seven-fold jump in domestic sales, reaching 13,982
units during April-September 2019. The sale of luxury cars stood between 15,000 to 17,000 in
the first six months of 2019
Industrial overview of Maruti Suzuki
*. Maruti Suzuki was established in 1982 Gurgaon Haryana India.

*. In 1983 the company was launched the iconic Maruti 800. First batch of Maruti Suzuki cars
was gathered.
*. In 1984 Maruti Suzuki launched omni - a multi – purpose car.
*. In 1990 Maruti Suzuki launched India’s first luxury car, Maruti 1000.
7
*. In 1991 Accepted the 1991 corporate performance award by the Economic times- Harvard
business school association.
*. In 1993 launched India’s first hatchback car, ‘ZEN
*. IN 1996 launched India’s first 24 hours on road service.
*. In 2000 the first car company in India to start a customer care center. the company awarded
as it also ‘highest exporter award ‘.
*. In 2001 its opened true value, its first pre – owned cars outlets, in outlet, in Bangalore.
*. In 2005 ranked 91st in forbs list of world’s top 200 most reputed companies. ranked 7th in
the automotive sector.
*. In 2008 launched ‘A- star world’s fifth strategic models. it also launched national road safety
program in the 2008.
*. In 2012 ranked first in India in customer satisfaction for the 13th time in a row.
*. In 2016 exported first “Made in china: car to japan.
*. In 2018 Market leader in the passenger vehicles segment and held around 54% market share
in the segment in November 2018.
*. In 2019 company crossed the milestone of selling 20 million cars in India in the last 37 years
Maruti Suzuki flagged off one-of-its-kind mobile NEXA terminal, taking the NEXA
experience to markets where it is not present time.
Maruti Suzuki begins greener to full environment friendly BS6 range of vehicle (cars ).
In India emerged as a leader to achieving milestone of more one million utility cars cumulative
sales.
*. In 2020, launched its car leases service ‘Maruti Suzuki Subscribe’ in some four cities across
India.
This service is available in Gurugram and Bengaluru through ORIX and in Pune and Hyderabad
via Myles
Its service allows customers to lease some car by the Maruti Suzuki line-up for a period of 12,
18, 24, 30, 36, 42 and 48 months with all a buyback option at the end of lease period.
Maruti Suzuki India started in a partnership with Indian Institute of Management, Bangalore
(IIMB), to help the early-stage start-ups to becoming a large-scale business in India
Maruti Suzuki commissioned a 5 megawatt (MW) solar power plant in Gurugram Haryana
India.
It introduced BS-VI compliant Tours CNG & Tour S with optional (petrol & CNG) variants.
8
INDUSTRY VS COMPANY
In 9 out of past 10 years (i.e., from FY 11 to FY 20), company has outshined the market in
terms pf growth.
In FY 20, slow down of auto sector has has happened even before COVID-19 outbreak due to
BS-6 norms which were w.e.f. 1st April 2020.
30
24.81
20
13.45
10.89 11.89
10 9.7
8.28 8.54
6.36
4.66
3.33
0
-1.78
-6.94
-10 -10.8 -11.43
-16.06
-20
-23.69
compeny growth industry growth
-30
This has led to decrease in demand in auto sector since everyone waited for buying new BS-6
vehicles which will be available from FY21.
Even in this year, company has outperformed market and recorded just 16% decline as against
23% decline in the market.
Schemes introduced by FM like additional depreciation does not help the sector too much.
According to COVID-19 outbreak has dragged the slowdown in the industry into FY 21 also
which was expected to be continued till the year end.
1.2 MARUTI SUZUKI COMPANY OVERVIEW -

Maruti Suzuki India limited is India biggest automobile company accounting over 50% of
domestic car market. It is also known as Maruti Udyog and it subsidiary of the Japanese
automotive manufacturer Suzuki motor corporation as of July 2018 it had a market share of
53% in the Indian passenger car market.
9
FORMERLY MARUTI SUZUKI LIMITED
INDUSTRY AUTOMOTIVE
FOUNDED 1981
FOUNDER INDIAN GOVERNMENT
HEADQUATERS INDIA , NEW DELHI
REVENUE US$11 BILLION 2020
TOTAL ASSETS US$8.9 BILLION
TOTAL EQUITY US$6.9 BILLION 2020
NO OF EMPLOYEES 15,945
NET INCOME US$780 MILLION 2020
PARENT SUZUKI MOTOR CORPORATION
MANUFACTURING UNITS FACILITIES

In India Maruti Suzuki have a combined production capacity of 1,200,000 vehicles annually
because of the two manufacturing units it helps to work faster. The manufacturing unit of
Gurgaon has three fully integrated plants and spread over more 300 0f acres its nearby 1.2 KM.
The manufacturing plant of Manesar was inaugurated in February 2007 and is spread over 600
acres 2.4 KM and its production capacity of 100,000 vehicles and annually it was increased by
300,000 in October 2008.
In starting of 2012 Maruti company decided to merge Suzuki powertrain India limited SPIL
itself. It also included the facility of diesel engine as well as transmission as per of demand.
After the demand for transmissions for all Maruti Suzuki cars is met by the production from
SPIL.
INDUSTRIAL REALTIONS
- In 1983 Maruti Suzuki faced issues related work force or Labor force. The labor of India
accepted the Japanese work culture and the modern manufacturing process
- On 2012 July 18 Maruti’s Manesar plant was hit by violence and the management of the
production workers attacked supervisors and started a fire that killed company general
manager of human resource and injured 100 other managers including two Japanese
expatriates. The company fired more than 500 workers accused of causing the violence
and re-opened the plant on 21 august.
10
MARUTI SUZUKI PLANTS STAT
- Exported units of Maruti Suzuki its almost 552,000 cumulatively with about 280,000 units
to Europe and Israel.
- In India the main manufacturing facilities are in Gurgaon or Manesar in which Gurgaon
spread over 300 acres and the other facility is at Manesar, spread over 600 acres in north
India.
STOCK STAT
- Maruti Suzuki current stock price is almost 7446.05 rupees per share in BSE (Bombay
stock exchange) and in NSE (national stock exchange) it’s almost same of BSE.
- As per the current news Maruti Suzuki’s super carry records cumulative sales of over 70k
units in just four hours.
Major holders (In %)
56.38% of shares held by all insiders
34.45% of shares held by institution
78.97% of float held by institution
260 Number of institutions holding shares.
PRODUCT AND PRICE DETAIL

CAR MODEL (MARUTI) PRICE RANGE (Rs)
Maruti 800 2,20,027 - 2,32,610
Maruti A-star 3,81,171 - 4,66,219
Maruti Alto 800 2,42,775 - 3,56,775
Maruti Alto k10 3,21,358 - 3,34,598
Maruti Eeco 3,05,675 - 4,10,893
Maruti Ertiga 5,98,970 - 8,70,970
Maruti Grand Vitara 22,68,064 – 24,60,529
Maruti Gypsy 5,51,409 – 6,01,057
Maruti Kizashi 16,52,875 – 17,52,875
Maruti Omni 2,17,655 – 2,82,013
Maruti Ritz 4,32,237 – 6,33,612
Maruti Swift 4,48,893 – 6,87,768
Maruti Swift Dzire 4,92,354 – 7,50,483
Maruti SX4 7,38,114 – 9,79,786
Maruti Wagon R 3,57,880 – 4,44,674
Maruti Zen Estilo 3,45,829 – 4,36,136
In this product price details Maruti – 800 is the lowest price model of this company And Grand
Vitara is the highest price model of the company.
11
DISTRIBUTION CHANNEL OF MARUTI
Years Sales Dealer Cities Maruti True Cities Cities

Outlet Service Covered Authorize Value Covered Covered
by Sales d Service Outlets by by True
Network Service Value
2007- 600 683 343 2628 266 1220 166
2008
2008- 681 779 454 2767 315 1314 181
2009
2009- 802 906 555 2740 341 1335 198
2010
2010- 933 1101 668 1845 358 1395 208
2011
2011- 1100 1305 801 1653 409 1408 233
2012
2012- 1204 1415 874 1514 456 1423 256
2013
MARUTI MISSION STATEMENT

-Manufacture Superior value of products by focusing on customer.
-Through teamwork establish a new refreshing and innovative company.
-This are the two-mission statement of Maruti Suzuki limited.
1.3 COMPETITOR OVERVIEW OF MARUTI-SUZUKI –

Maruti Suzuki has a different-different car models in every segment. In Maruti Suzuki a wide
price range to choose from, apart from being the most reliable name in Indian automobile
market.
In India Maruti Suzuki have segments of car like -
1. Hatchback
2. SUV [ sport utility vehicle]
3. Sedan
Brand preference of customer -
12
Series 1
MARUTI 16.5
HYUNDAI 13.4
HONDA 14
TOYOTA 11
MAHINDRA 5.7
TATA 3
VOLKSWOGEN 11.2
NISSAN 5.3
FORD 8.2
RENAULT 4
SKODA 6.2
AUDI 0.5
BMW 0.5
MERCEDES 0.3
0 2 4 6 8 10 12 14 16 18
From the resent survey we have found that consumer’s most favorable brand in Indian
market is Maruti-Suzuki. Whose sells is always high then other brands because people
think Maruti Suzuki always offer value of money product.
Top 20 selling cars in November 2020 –
RANK MODEL SALES
1. Maruti swift 18498

2. Maruti baleno 17872
3. Maruti wagonR 14650
4. Maruti alto 15321
5. Maruti dzire 13536
6. Hyundai creta 12017
7. Kia sonnet 11417
8. Maruti Eeco 11183
9. Hyundai i10 10936
10. Maruti ertiga 9557
13
11. Hyundai venue 9265
12. Kia seltos 9205
13. Hyundai i20 9096
14. Maruti brezza 7838
15. Maruti s presso 7018
16. Maruti Celerio 6533
17. Tata altroz 6260
18. Mahindra bolero 6055
19. Tata nexon 6021
20. Tata tiago 5743
From those stats of sales volume of cars in November 2020 we can say that Maruti Suzuki have
high coverage on market in top 20 list of cars 10 cars are from Maruti Suzuki brand.
we can say that Maruti Suzuki is very tough competitor for other brands. After Maruti Suzuki
the other brand who is in good position is Hyundai and the new brand kia. Maruti Suzuki swift
is the top selling car of the brand in hatchback variant.
Top 10 competitors of Maruti Suzuki –

1. Hyundai
2. Honda
3. Tata
4. Renault
5. Kia
6. Nissan
7. Mahindra
8. Skoda
9. Volkswagen
10. Toyota
14
Top competitor in every segment –
Hatchback – in this segment top two cars are
Name Maruti swift Hyundai i10
Mileage 22.00 kmpl 18.90 kmpl
Power 82 bhp 83 bhp
Engine 1197 cc 1197 cc
Sales 18498 unit 10936 unit
Sedan – in this segment top two cars are

Name Maruti dzire Honda city
Power 89 bhp 119 bhp
SUV – Top two cars in this segment

Name Maruti brezza Hyundai careta
Power 138 bhp 103.26 bhp
1.4 PRODUCT DETAIL
Maruti Suzuki desire Price: 5.89 lakhs onward

Seating capacity: 5 Mileage of 23.26 to 24.12
Key features –
• Power steering • Air conditioning • Driver airbag • Power window front and rear
15
Maruti Suzuki Alto Price: 3 lakhs onward
Seating capacity :5 Mileage of 22.5 to 31.59
Key features –
• Arai mileage: 19 .7 kmpl • City mileage: 15.7 kmpl • Engine displacement
Maruti Suzuki Eeco Price:3.81 lakhs onward

Seating capacity :5, Mileage of 16.11 km
Key Features • Driver airbag • Child safety lock • Engine immobilizer • Headlight height
adjuster
Maruti Suzuki s presso Price: 3.77 lakh onward

Seating capacity :4to5 Mileage of 21.4 kmpl
Key Features –
• Driver airbag • Antilock braking system • Brake assist • Rear parking sensors • Cabin boots
access
Maruti Suzuki xL6 Price: 9.85 onward

Seating capacity: 6 Mileage 17.99 to 19.01 kmpl
key Features –
• Power window front • Anti-lock braking system • Power steering • Air conditioner •
Passenger airbag • Alloy wheels
Maruti Suzuki Vitara Brezza Price :7.34 onward

Seating capacity:5 Mileage: 17.03 to 18 .76 kmpl
Key Features -
• Alloy wheels • Auto dimming irvm • Smart play infotainment system
Maruti Suzuki baleno Price: 5.63 lakhs onward

Seating capacity: 5 Mileage of 19.56 to 23.87kmpl
key Features –
16
• Power windows front • Anti-lock braking system • Air conditioning • Power steering • Driver
airbag • Alloy wheels
Maruti Suzuki ergita Price: 7.59 lakhs onward

Seating capacity: 7 Mileage 17.99 to 26 .2 kmpl
Key Features –
• Dual airbags • High speed alert • Front seat belt with pre tensioner
Maruti Suzuki Celerio Price: 4.41 lakhs onward

Seating capacity: 5 Mileage: 21.63 kmpl
key Features –
• Anti-lock braking system • Driver airbags • Power steering • Wheel covers Maruti Suzuki
Swift Price 5.91 lakhs onward Seating capacity: 5 Mileage 21.21 kmpl Features
Maruti Suzuki ciaz Price: 8.32 lakhs onward

Seating: 5 Mileage: 20.05 to 20. 65kmpl
key Features –
• Electric mirror • Keyless entry • Automatic. Ac • Automatic headlamp • Centre arm rest
Maruti Suzuki ignis Price: 4.89 lakhs onward

Seating capacity: 5 Mileage: 20.89 kmpl
Key Features –
• Alloy wheels • Air bags • Air conditioning • Blacked out b pillar
Maruti Suzuki s-cross Price: 8.39 lakhs onward

Seating capacity: 5 Mileage:18.49 to 18.58 kmpl
key Features –
• Smart play info. System • Cruise control • Engine start stop button • Dual front airbags
Maruti Suzuki tour s Price: 5.79 lakhs onward
17
Seating capacity: 5 Mileage: 19 .95 kmpl
Key Features –
• Power windows front • Anti-lock braking system • Power steering • Air conditioning
1.5 DEPARTMENTAL OVERVIEW OF MARUTI SUZUKI

1. Marketing Strategy
• Maruti Suzuki India Limited is a holding company engaged in the manufacturing,
purchasing and selling of motor vehicles, components and spare parts of four-wheeler
cars.
• It has three manufacturing facilities located in “Gurgaon, Haryana”, “Manesar,
Haryana” and “Gujarat” with annual combined production capacity is 17, 62,000
vehicles per year.
• The company’s product portfolio includes- Alto 800, Alto K10, Wagon R, Celerio,
Ritz, Swift, Dzire, Ertiga, Omni, Ciaz, Vitara Brezza, Eeco, etc.
• The objective of the study is to know the present status of Maruti Suzuki India Limited in
India. Used both primary and secondary data for the study of “Marketing Strategy of
Maruti Suzuki India Limited”.
• Primary data have been collected through in-depth interviews, questionnaires and regular
survey of parking area of Gurgaon Manufacturing Plant.
• Secondary data have been collected with the help of websites, National and international
journals, magazines and newspapers.
• The study shows that the marketing strategy used by Maruti Suzuki India Limited is
good and appropriate to sustain the present competitive scenario.
• Key Words: Marketing, Strategy, Marketing Mix, SWOT Analysis, PEST Analysis, BCG
Matrix and Competitive Advantage.
2. Financial Sector
• Financial performance analysis of determining the operation and financial
characteristics of firm from accounting and financial statements.
• The goal of analysis is to determine the efficiency and performance of the firm’s
management.
• The study focuses on financial position of particular Maruti Suzuki company during
the specific period based on the selected variables.
3. Maruti True Value
• True service offered by Maruti Suzuki to its customers.

• It is a market place for used Maruti Suzuki cars.
18
• Every customer can sell and buy cars with help of Maruti Suzuki true value service in
India.
• As there are 1252 true value outlets in India.
• True value offers good deal to their customers.
• Maruti Suzuki is the only company whose car get maximum resale value.
4. Sales Department
• Maruti Suzuki has the largest sales and service car manufacturers in India.
• It had 802 sales in 555 cities and 2740 service workshops in 1335 cities.
The following pie chart describes sales network of Maruti Suzuki.
19
2. LITERETURE REVIEW
2.1 LITERETURE REVIEW

1. Hem Lata, Aman deep sing (June 2017) have made comprehensive project study
regarding relationship between various demographic variables with level of satisfaction
of customer. The viewpoint of this study focused that Maruti is the only company in
India with a lots of small car models there was positive correlation of age, education
and income with service quality during purchase safety of car and cost of ownership
2. Dr. v. Suganthi & R. renuka M.Phil. (2016) both are from vidyasagar college has
analysed the level of satisfaction of customer towards Maruti Suzuki swift cars and also
the profile of demographic, and also said that Maruti Suzuki swift is most lovable &
preferred brand by the maximum of the customers.
3. Dr. gayatri Chopra (2019) assistant professor from bhagwan parshuram institute the
objective of the study is to compare the most preferable brand of the customers with
the different dimensions like price, feature, colour and the resale value and the
competitors of the market cannot be ignored is also given in then study where other side
the companies need to establish their brand equity.
4. Harpreet Kaur (2016) from lovely professional university has analysis the consistent
performance of Maruti Suzuki ltd, in this global & local environment. The viewpoint
of this study is to know is leader of Indian automobile sector and also the company is
consumer oriented in its approach as it offers high quality products and uncontested
leader of Indian automobile industry.
5. Jagannathan and k. palanichamy (2016) have published journal studying and analyse
the behaviour of buyers towards the small cars produced by MSIL and some
suggestions to the manufacturer has to develop customers satisfaction and also market
share. At the end of study reveals that the customers are influenced by the factors such
as fuel, price and its efficiency and after buying company services.
6. fentaw leykun from bahirdar university described and introduced the full study of the
future changes, key success factors, going forward strategy and also different analysis
like competitor’s analysis, portfolio etc. in this given study the market study of Maruti
Suzuki and forward plans of the company has strategically described where the
company how coping with the competitors and come up according to the customers
preferable choices.
7. K. Sathya and G. Venkatesan (2018) have made a research report on a study on new
product wants to customer used by Maruti Suzuki with reference to cars India private
ltd. The objective of this study is to find the level of effectiveness of advertising
methods used by Maruti Suzuki. And to identify the most preferred advertising media
among the customers. And this research is done with the questionnaire which help to
20
find out the view of the general public. From this research they get conclusion that
majority of customers liked to see offbeat advertisements which were creative but
simple.
8. Dr. Vishal s. Rana and Dr. M.A. lokhande (2015) have publish the research paper on
consumer preference towards passenger cars of Maruti Suzuki and Hyundai motors the
objective of this study is to get the opinion regarding Maruti Suzuki and Hyundai brand
with respect to after sales service, resale value, fuel efficiency, vehicle satisfaction, and
get opinion about price and the study of preference of customer while buying the Maruti
and Hyundai brands from this research they get clear consumer preference that 66.6
percent respondents own Maruti cars and 33.4 percent own Hyundai car from this
survey it was found that consumer preferred Maruti vehicle on vital parameter like fuel
efficiency, better after sales service and availability of spare parts. And customer
preferred Hyundai cars for comfort and convenience.
9. Vijay Dhote (2019) have done a research project on consumer buying behavior and
attitude toward Maruti Suzuki cars in Nagpur city. Researcher objective is to find out
impact of brand preference among Maruti Suzuki cars, to know the reason why people
opt to buy Maruti Suzuki cars. Researcher found form the survey that Maruti alto brand
is the most preferred car and also sentro. It shows the buying behavior of customers that
the most of the customer purchase car based on mileage followed by price and
maintenance.
10. Mrs. jisha n, and abhishake I (2018) have done a brief study about brand loyalty with
special reference in Coimbatore city this study is an attempt to know how much the
customer is loyal to the Maruti Suzuki brand. The main objective of the study is
analyzing the effectiveness of brand loyalty with various factors including product
quality price perceived quality and availability of model. The study founds in
Coimbatore city have strong influence on the product quality price perceive quality
towards Maruti Suzuki, the author suggests from the study that marketing strategy
should concentrate more in general advertisements and the digital media awareness
should be extended to reach the public more.
11. Mr. Rumit Kumar Sahu (2017) have published their research paper on a study on factor
influencing customer preference for purchasing a car with respect to Maruti Suzuki in
Bhallai-Durg India. The intent of this research paper is to find out major factor which
are responsible to influencing the preference of customer the main objective of this
study is analyze the preference of customer for buying the car. To analyze the factors.
From this study author found that the company maruti Suzuki is satisfied their
customers in various segment but some customer wants some little improvement in
performance and promotion stratergy for capture the market this factor plays an
important role.
12. G. Santoshi have done a research report on trend analysis of Maruti Suzuki India ltd.
The aim of study of this research paper to find the financial position of Maruti Suzuki
and this analysis is performed through analysis of reported financial information by
21
using different accounting tools and techniques. The object of study is to know the
procedure and use of various variables like as financial results, purchases, net sales,
total expenses, expenditure on research and development and in calculation of trends
and the past growth or decline of the series.
13. C.S. Gowtham Chakravarthy, Ankit Kumar both are from Bharath University has
published their research paper on a study on the customer Behaviour of the customer
towards Maruti Suzuki. And the need of this study is to understand the likes and dislikes
of the customer regarding Maruti product & services and also understand the channels
and how they are working and object of this study is to find out the customer behaviour
of Maruti Suzuki and to analyze the factor influencing to use and buy Maruti Suzuki
cars. So that’s by it seems that India has finally arrived in the big league of Asian car
markets. Steady and impressive annual growth rate, presence of international
automakers, equity regulations, reduction of tariffs on imports and few other are the
components of it booming auto market. The country has now come to be recognized as
a potential emerging market. The perception of foreign investors has changed,
everybody wanting to be here.
14. Dr. Tapasya Julka, assistant professor and Ajaybir Singh Lamba, research scholar both
have done a research project on supply chain and logistics management innovation at
Maruti Suzuki India limited. Researcher objective is to understand the implementations
of innovations in supply chain and logistics management at Maruti Suzuki India
Limited. But The competition in modern business management is no longer between
organizations but within supply chains components. so that MSIL will be required to
be flexible and responsive towards their supply chain and logistics management process
and consistently introduce innovations in order to further improve operational
efficiency, quality and cost effectiveness.
2.1.1 LITERETURE REVIEW TABLE

Sr.No. Author Name Topic Name Results
1. Hemlata and Customer There was positive correlation of age,
Amandeep satisfaction education and income with service quality
Singh towards Maruti during purchase, safety of cars and cost of
Suzuki cars. ownership.
2. Dr. v suganthi Study on Maruti Suzuki swift is most preferred brand
and R renuka consumer by the majority of the customers and most
satisfaction of the customer like the mileage and fuel
towards Maruti efficiency of the car.
Suzuki swift cars
in udamalpet
taluk.
3. Dr. Gayatri Consumer In the given study shown that both the
Chopra preference competitor dominates in the market and
towards Maruti well established and trusted by there users.
22
Suzuki and
Hyundai motors.
4. Harpreet Kaur A leader in Indian The variety in the products the affordability
automobile sector and the sales & service cost and the
MSIL connectivity and approachability make
MSIL the uncontested leader of Indian
automobile industry.
5 Jagannath and k A study on the The results of this study reveal that the
palanichamy buying behavior customers are influenced by the factors such
towards small cars as fuel, price and its efficiency and after
produced by buying company services.
MSIL in the
nilgris district of
tamilnadu.
6. Fentew leykun Maruti Suzuki The company has strategically described
and bahirdar India limited where the company how coping with the
strategic competitors and come up according to the
management. customers preferable choices.
[ a case study]
7. k Sathya and G. new product From this research they get conclusion that
Venkatesan wants to customer majority of customers liked to see offbeat
used by Maruti advertisements which were creative but
Suzuki with simple.
reference to cars
India private ltd.
8. Dr. Vishal s rana consumer People preferred Maruti vehicle foe better
and Dr. M.A. preference after sales service and better fuel economy
Lokhande towards passenger and preferred Hyundai for better comfort
cars of Maruti and convenience.
Suzuki and
Hyundai motors
9. Vijay dhote consumer buying It shows the buying behavior of customers
behavior and that the most of the customer purchase car
attitude toward based on mileage followed by price and
Maruti Suzuki maintenance.
cars in Nagpur
city.
10. jisha n and brand loyalty with The study founds in Coimbatore city have
abhishake special reference strong influence on the product quality price
in Coimbatore perceive quality towards Maruti Suzuki.
city.
11. Rumit Kumar study on factor Maruti Suzuki is satisfied their customers in
Sahu influencing various segment but some customer wants
customer some little improvement in performance
preference for and promotion strategy for capture the
purchasing a car market this factor plays an important role.
with respect to
Maruti Suzuki in
23
Bhallai-Durg
India.
12. G Santoshi Trend analysis of This analysis is performed through analysis
Maruti Suzuki. of reported financial information by using
different accounting tools and techniques
and the past growth or decline of the series
13. c. s. Gowtham The customerSteady and impressive annual growth rate,

Chakravarthy Behaviour of thepresence of international automakers,
and Ankit customer towardsequity regulations, reduction of tariffs on
Kumar Maruti Suzuki. imports and few other are the components
of it booming auto market.
14. Dr. Tapasya supply chain and that MSIL will be required to be flexible
Julka logistics and responsive towards their supply chain
management and logistics management process and
innovation at consistently introduce innovations in order
Maruti Suzuki to further improve operational efficiency.
India limited
2.2 BOOK REVIEW

ABOUT MARUTI – SUZUKI
• Own’s subsidiary of the Japanese Car and Motorcycle manufacturer Suzuki motor
corporation.
• Highest market share of 53% of the Indian passenger car market.
• Maruti Suzuki has over 2000 sales outlets across various cities in India.
• More than 1226 services points across over India
Why would you recommend someone to read this book?

• Inspirational story for any start-up.
• Good to improve critical thinking.
• Understanding European and Japanese business cultures.
• Target: - Young millennial, business aspirants and management students.
. Efficient market research.

. Quick decision making.
. Company brought industrial revolution in India.
. Synopsis
. Competing with established automobile companies.
• Hindustan motors.
• Standard motors.
• Premier automobiles.
24
. Employee skill development program.
• 979 people trained during fifteen years span in Japan.
. Unachievable targets achieved in short duration.

• Achieved all the project deadlines.
• Highest market share till date
• Adopted Japanese way of doing business.
• Staying firm on decision.
• Company standards adopted by other companies like Gillet.
• Perfect example for private -public sector partnership.
• New ventures form after success of Maruti – Suzuki in India.
• (40 joint ventures form after success of Maruti – Suzuki in India.
• Employee development programs.
. workers promoted to supervisor level

. Bottom -up- strategies
. New ideas collected to upgrade the production.
2.3 THESES –
At the part of car selection, there are number of choices are available to the Indian consumers
so a question arises as to why different people choose different brands and what are the features
they look for while purchasing a car, in context to Maruti Suzuki. In order to make a dent into
the query a study was undertaken in India among the car owners. As India is symbolic of the
changes that are taking place in the socio- economic scenario of the country due to improving
technology and opening up of the economy, it provides a scope to understand the consumers
buying behaviour towards the Maruti Suzuki cars. In India the income of the people in general
has been on the rise due to industrialization and urbanisation. It would not be a misnomer to
say that people in India are upwardly mobile. They are moving up in the social strata because
of increasing income and nature of work. With the Maruti cars having being in the market for
quite a long time, their performance on the road provides sufficient data for study. The results
of the study would give the companies who in future wish to launch the passenger cars, an
insight about the preferences of the consumers and also their expectations from the Maruti
Suzuki cars. This would help the companies to understand the capacity of the market and target
the right customers.
OBJECTIVE OF THE STUDY ARE: -
1) Determine the factors which are influencing the choice for a Maruti cars.
2) To know and find about consumers’ expectations from Maruti Suzuki cars.
3) To research and study the satisfaction level of consumers of Maruti Suzuki cars.
4) To find and know about problems faced by the consumers of Maruti Suzuki cars.
25
SCOPE OF THE STUDY: -
The scope of the study is to get the knowledge about the buying behaviour of consumers
towards Maruti Suzuki cars. The scope is restricted to study the factors affecting the preference
of consumers while purchasing Maruti Suzuki cars in India and their satisfaction level taking
into consideration the problems faced by them with regard to the Maruti Suzuki cars. This is
done to avoid perceptual bias and for providing objectivity to the study.
ANALYSIS OF DATA: -
In the study, an attempt was made to understand the choice and preference of consumers for
different car brands and the factors that influence their buying behaviour. Therefore, different
factors influencing the buying behaviour of consumers for cars are studied. Data analysis is an
attempt to organize and summarize the data in order to increase results’ usefulness. For the
analysis of primary data, the statistical tools, which are used, are pie charts and bar graphs.
ANALYSIS AND INTERPRETATION
CAR BRAND OWNERS WITH THEIR SALES PERCENTAGE

Maruti Suzuki 59%
Hyundai 41%
Honda 20%
Tata 10%
Ford 14%
Mahindra 6.6%
Nissan 6%
Others 5%
FACTORS AFFECTING THE CHOICE OF CUSTOMER OF CARS

fuel efficiency 67%
Interiors 23%
Looks 26%
After sales service 41%
Resale value 38%
Others 3%
OUTCOME
The topic deals with the following results and findings of the project: Majority of the
respondents own a Maruti Suzuki car and therefore it is the most preferred car. Apart other
customer also think that Maruti Suzuki has a wide variety of cars to choose. Consumer are
satisfied with the price of Maruti cars, and are happy to spend the price to buy Maruti cars.
Majority of our respondents think that Maruti cars serve better than other brand cars. While
purchasing a new car, the most common think that consumer always prefer fuel efficiency
feature, in which people think will affect their purchase decision. Our consumer was aware
26
of the other brands quite well, and brand image is also a key point to affect the purchase
decision of the customers. Maruti Suzuki cars has good fuel efficiency, with competitively
priced and wide variety and colour options. Majority of the feedbacks are satisfying and happy
consumer to buy a Maruti car in the future.
2.4 WEBSITE ARTICLE -

1. The study discusses the case of Maruti Suzuki India Ltd., India's leading passenger car
company, which has always maintained a tag of being a warhorse in the mass segment,
now wanting to tap its strong base of 15 million customers when they upgrade to the
next level. Wary of its failure to foray into premium domains in previous attempts,
MSIL is going the extra mile in its branding exercise this time. With the launch of stand-
alone showrooms under the NEXA brand name that showcase the new array of
premium passenger cars in Maruti's stable, the company is making unprecedented
breakthrough into erstwhile unexplored terrains. By extensively funding the bold
initiative, the company has put together a portfolio that appeals to customers in a retail
packaging that appeals to discerning consumers. Given that Maruti Suzuki has
maintained its traditional stronghold image of making affordable, low maintenance,
readily serviced cars, the question is whether the car maker best known for its VFM
offerings will be able to make the shift to the premium space.
2. New Delhi: India on Wednesday said it will increase prices of its vehicle from January
to offset the adverse impact of rising input costs in car market leader Maruti Suzuki.
Over the past year, cost of the company’s vehicles has been impacted adversely due to
increase in various input costs. Maruti Suzuki India said in a regularly filing. Hence, it
has become imperative for the company to pass on some impact of the above additional
cost to customers through additional cost to customers through a price increase in
January 2021. At present Maruti Suzuki sells a range of vehicles from entry-level small
car alto with price starting at Rs 2.95 lakh to multi-purpose vehicles XL6 priced up to
Rs 11.52 lakh (ex-showroom Delhi).
3. Maruti Suzuki wary of dip in sales after festive season, Maruti on Thursday reported a
1% rise in net profit from a year ago to Rs1,371.6 crore in the September quarter. the
sales momentum seen since the lockdown was eased will sustain beyond the festive
season because of the concern over demand in the urban markets. The company’s total
vehicles sales jumped 16% during the quarter to 393,130 units in the year of 2020 and
the company sold 36,775 units in the June quarter when the country is in the COVID-
19 situation was in the middle of the lockdown.
27
3. RESEARCH METHEDOLOGY
3.1 Problem statement of project
A research study on Analysis of research in consumer satisfaction of Maruti Suzuki.
3.2 Based on the above literature review we identified following objective

• To know the modernizations of the Indian Automobile Industry.
• To determine the factors which are influencing the choice for a Maruti cars.
• To research and study the satisfaction level of consumers for Maruti Suzuki cars.
• To know and find about consumer’s expectation from Maruti Suzuki cars.
3.3 Research design

Research design is the framework of research methods and techniques chosen by a researcher.
The design allows researchers to hone in on research methods that are suitable for the subject
matter and set up their studies up for success.
Proper research design sets your study up for success. Successful research studies provide
insights that are accurate and unbiased. You’ll need to create a survey that meets all of the main
characteristics of a design. There are four key characteristics of research design:
3.3.1 Various types of research design are given below:

a. Qualitative research design: -
Qualitative research determines relationships between collected data and observations based
on mathematical calculations. Theories related to a naturally existing phenomenon can be
proved or disproved using statistical methods. Researchers rely on qualitative research design
methods that conclude “why” a particular theory exists along with “what” respondents have to
say about it.
b. Quantitative research design: -
Quantitative research is for cases where statistical conclusions to collect actionable insights are
essential. Numbers provide a better perspective to make critical business decisions.
Quantitative research design methods are necessary for the growth of any organization. Insights
drawn from hard numerical data and analysis prove to be highly effective when making
decisions related to the future of the business.
You can further break down the types of research design into five categories:
c. Descriptive research design:
In a descriptive design, a researcher is solely interested in describing the situation or case under
their research study. It is a theory-based design method which is created by gathering,
analysing, and presenting collected data. This allows a researcher to provide insights into the
why and how of research. Descriptive design helps others better understand the need for the
research. If the problem statement is not clear, you can conduct exploratory research.
28
d. Experimental research design:
Experimental research design establishes a relationship between the cause and effect of a
situation. It is a causal design where one observes the impact caused by the independent
variable on the dependent variable. For example, one monitors the influence of an independent
variable such as a price on a dependent variable such as customer satisfaction or brand loyalty.
It is a highly practical research design method as it contributes to solving a problem at hand.
The independent variables are manipulated to monitor the change it has on the dependent
variable. It is often used in social sciences to observe human behaviour by analysing two
groups. Researchers can have participants change their actions and study how the people
around them react to gain a better understanding of social psychology.
e. Correlational research design:
Correlational research is a non-experimental research design technique that helps researchers

establish a relationship between two closely connected variables. This type of research requires
two different groups. There is no assumption while evaluating a relationship between two
different variables, and statistical analysis techniques calculate the relationship between them.
A correlation coefficient determines the correlation between two variables, whose value ranges
between -1 and +1. If the correlation coefficient is towards +1, it indicates a positive
relationship between the variables and -1 means a negative relationship between the two
variables.
f. Diagnostic research design:
In diagnostic design, the researcher is looking to evaluate the underlying cause of a specific
topic or phenomenon. This method helps one learn more about the factors that create
troublesome situations. This design has three part of the research.
• Inception of the issue

• Diagnosis of the issue
• Solution for the issue
g. Explanatory research design:
Explanatory design uses a researcher’s ideas and thoughts on a subject to further explore their
theories. The research explains unexplored aspects of a subject and details about what, how,
and why of research questions.
3.4 Sampling
Sampling is a process used in statistical analysis in which a predetermined number of

observations are taken from a larger population. The methodology used to sample from a larger
population depends on the type of analysis being performed, but it may include simple random
sampling or systematic sampling.
29
3.4.1 population:
The population comprises of all passenger car manufacturer of Delhi –National capital region,
all chassis suspension system suppliers, and their sub supplier. In Delhi-National capital region,
we have two car manufacturers named Maruti Suzuki and Honda. Maruti has two plant in
Delhi-National capital region located at Gurgaon and Manesar. Honda Car also has two plant
in Delhi –National capital region located at Noida and Tapukara. In Delhi-National capital
region there are total four chassis suspension system manufacturer named Gabrial, BWI
automotive, Technicon, Munjalshowa and their sub supplier called tier 2 supplier are in total
termed as population
3.4.2 Sample Size

Maruti Suzuki is largest number of car manufacturer in India having 41% of market share
whereas Honda car having market share only 3.6% (source report of Society of Indian
automobile manufacturer). Therefore, we include only Maruti in our sample. All four chaises
suspension systems supplier of Maruti taken as sample and 70% of their sub supplier taken into
consideration as sample
The sample set comprises inputs from employs working in supply chain management at the
level of executive, manager and Head of supply chain department, similarly executive
manger & head of automation department of original equipment manufacturer and chassis
suspension system supplier. Representative and plant heads of sub supplier and included in
some consultants and academic expert of subject Total sample size will be more 180
respondents.
How many people should be surveyed? Large samples give more reliable results than small
samples. However, it is not necessary to sample the entire target population or even a
substantial portion to achieve reliable results
3.4.3 Sample selection

Our sample size has respondents from original equipment manufacturer and then their supplier
as chassis suspension system manufacturer called tier 1 and their sub supplier called tier 2.
Since every sample has nonzero probability of selection. Respondent categories based on their
designation. So, sampling techniques will be used as probability stratified sampling. For sub
supplier we had taken 70% of total population and selection will be done randomly. Therefore,
sampling technique for sub supplier will be probability random sampling
3.4.4 Sample frame

A sampling frame can be a list of just about anything.
A sampling frame is a list or database from which a sample can be used. In market research
terms, a sampling frame is a database of potential respondents that can be drawn from to invite
to take part in a given research project. This could be sample for quantitative and/or qualitative
research including, but not limited to, qualitative telephone interviews, CATI, online surveys
30
and focus groups. These databases could come from a variety of sources including customer
lists, government registers and purchased telephone numbers and/or email addresses.
A sampling frame generally includes the respondents’ names and appropriate contact details
(so that they can be contacted to take part in the research), but may also include other significant
known information that may be drawn upon in the analysis stage of the research such as age,
location or customer segmentation data. This information is often stored in an Excel
spreadsheet, or similar document.
Sampling frames need sense checking as large databases can often contain mistakes, depending
on the sample source - this could be out of date information, such as employees or customers
who have left, or duplicate data entries.
Sampling frames can be provided to a market research company for a specific project by the
end client, but they can also be obtained from other sources, including, but not limited to, third
party sample companies (including online panels, telephone and email lists).
A sampling frame is a list or other device used to define a researcher's population of interest.
The sampling frame defines a set of elements from which a researcher can select a sample of
the target population. ... Comprehensiveness refers to the degree to which a sampling frame
covers the entire target population.
A list of the target population for a survey. The list or frame is the database of potential
respondents from which the sample is drawn. For example, the list of owners of horses would
be the frame from which to pull a sample to survey horse owners.
3.4.5 Simple random sampling
▪ In Simple random sampling (SRS) research projects are much larger and involve an
indefinite number of items. It is practically impossible to study every member of the
population’s thought process and derive interference from the study.
▪ If, as a researcher, you want to save your time and money, simple random sampling is
one of the best probability sampling methods that you can use. Getting data from a
sample is more advisable and practical
▪ Whether to use a census or a sample depends on several factors, such as the type of
census, the degree of homogeneity/heterogeneity, costs, time, feasibility to study, the
degree of accuracy needed, etc.
3.5 DATA COLLECTION

The Data Collection is a process by which the researcher collects the information from all the
relevant sources to find answers to the research problem, test the hypothesis and evaluate the
outcomes.
3.5.1 Methods of Data Collection

While collecting the data, the researcher must identify the type of data to be collected, source
of data, and the method to be used to collect the data.
31
The choice of data collection methods depends on the research problem under study, the
research design and the information gathered about the variable. Broadly, the data collection
methods can be classified into two categories:
a. Primary Data Collection Methods:

The primary data are the first-hand data, collected by the researcher for the first time and is
original in nature. The researcher collects the fresh data when the research problem is unique,
and no related research work is done by any other person. The results of the research are more
accurate when the data is collected directly by the researcher but however it is costly and time-
consuming.
When the data are collected directly by the researcher for the first time is called as Primary
Data. It is original in nature and is specific to a research problem under study.
1. Interview Method: It is the most widely used primary data collection methods wherein the
interviewer asks questions either personally, or through mail or telephone from the respondents
to obtain the insights of the problem under study.
2. Delphi Technique: It is a forecasting technique wherein the researcher elicits the
information from the panel of experts either personally or through a questionnaire sent through
the mail. Here, each expert in his respective field is asked to give their opinions on the problem
concerned and the consolidated view of all is used to reach for the most accurate answer.
3. Projective Techniques: The projective techniques are the unstructured and an indirect
interview method used where the respondents are reluctant to give answers if the objective is
disclosed. In order to deal with such situation, the respondents are provided with the incomplete
stimulus and are required to complete it through which their underlying motivations, attitudes,
opinions, feelings, etc. related to the concerned issue gets revealed.
4. Focus Group Interview: It is one of the widely used data collection methods wherein a
small group of people, usually 6-12 members come together to discuss the common areas of
the problem. Here each individual is required to provide his insights on the issue concerned
and reach to a unanimous decision. In this interview, there is a moderator who regulates the
discussion among the group members.
5. Questionnaire Method: Questionnaire is the most evident method of data collection, which
is comprised of a set of questions related to the research problem. This method is very
convenient in case the data are to be collected from the diverse population. It mainly includes
the printed set of questions, either open-ended or closed-ended, which the respondents are
required to answer on the basis of their knowledge and experience with the issue concerned.
Note: It is to be noted that these primary data collection methods can be used to collect both
the qualitative and quantitative data.
b. Secondary Data Collection Methods:

When the data are collected by someone else for a purpose other than the researcher’s current
project and has already undergone the statistical analysis is called as Secondary Data.
The researcher can obtain data from the sources both internal and external to the organization.
32
The internal sources of secondary data are:
▪ Sales Report
▪ Financial Statements
▪ Customer details, like name, age, contact details, etc.
▪ Company information
▪ Reports and feedback from a dealer, retailer, and distributor
▪ Management information system
There are several external sources from where the secondary data can be collected. These are:
▪ Government censuses, like the population census, agriculture census, etc.
▪ Information from other government departments, like social security, tax records, etc.
▪ Business journals
▪ Social Books
▪ Business magazines
▪ Libraries
▪ Internet, where wide knowledge about different areas is easily available.
The secondary data can be both qualitative and quantitative. The qualitative data can be
obtained through newspapers, diaries, interviews, transcripts, etc., while the quantitative data
can be obtained through a survey, financial statements and statistics.
One of the advantages of the secondary data is that it is easily available and hence less time is
required to gather all the relevant information. Also, it is less expensive than the primary data.
But however, the data might not be specific to the researcher’s needs and at the same time is
incomplete to reach a conclusion. Also, the authenticity of the research results might be
skeptical.
33
4. DATA ANALYSIS
1. GENDER
Number Percentage Cumulative

Male 135 67.5% 67.5%
Female 65 32.5% 100 %
Total 200 100
GENDER
33%
Male
Female
67%
DESCRIPTION –
we can observe that major of respondents are males with 67% and
less 33% are female
34
2. Age
Number percentage cumulative

20 years to 30 years 168 84% 84%
31 years to 40 years 21 10.5% 94.5%
41 years to 50 years 9 4.5% 99%
51 and above 2 1% 100%
Total 200 100%
Age
5%1%
10%
20 years to 30 years
51 and above
84%
Description –
Age is an important aspect of our research, as we have done a specific research

on Maruti Suzuki with an age group of 20-50 and above here, the 84% of the total
respondents are from age 20-30.
35
3. Occupation

Students 135 67.5% 67.5%
Salary head 34 17% 84.5%
Businessmen 16 8% 92.5%
Other 15 7.5% 100%
Total 200 100%
Occupation
8%
8%
Students
Salary head
17%
Businessmen
67% Other
Description -
In the survey major respondents are students almost 67%.
17% are salary head and 8 % are businessman
Least 8% are from the other occupation sectors.
36
4. Income

Up to Rs. 3,00,000 87 43.5% 43.5%
Rs. 3,00,001 to Rs. 6,00,000 58 29% 72.5%
Rs. 6,00,001 to Rs. 9,00,000 35 17.5% 90%
Rs. 9,00,001 and above 20 10% 100%
Total 200 100%
Column1
10%
Up to Rs. 3,00,000
18%
43% Rs. 3,00,001 to Rs. 6,00,000
Rs. 6,00,001 to Rs. 9,00,000
Rs. 9,00,001 and above
29%
Description -
43% of our respondents are from income group up to 3,00,000 lacs rupees and
that is because some of them might be fresher students or financial dependent,
29% of respondents are comes in 3 to 6 lacs where the employees come in and
the least other higher income group with the total of 28%.
37
5. Which is your favorite car type?
Hatchback 20 10% 10%

Sedan 67 33.5% 43.5%
SUV 108 54% 97.5%
Muv 5 2.5% 100%
Total 200 100%
Car Type
3% 10%
Hatchback
Sedan
33% SUV
54%
Muv
Description -
33% of our respondents chosen sedan as a favorite car because in survey we find
sedan cars are more comfortable according to the customers that is why the ratio
of sedan car is high.
38
6. Which car is your favorite in Maruti Suzuki?
Alto 4 2% 2%
Swift 41 20.5% 22.5%
Wagon R 5 2.5% 25%
Ignis 2 1% 26%
Celerio 6 3% 29%
Dzire 24 12% 41%
Brezza 50 25% 66%
Ciaz 36 18% 84%
S-Cross 20 10% 94%
Ertiga 12 6% 100%
Total 200 100%
Alto
6% 2% Swift
10% 20% Wagon R
Ignis
Celerio
18% 3%
1%
3% Dzire
Brezza
12%
Ciaz
25% S-Cross
Ertiga
Description-
Most of the people have responded for Brazza car with a total 0f 25% and swift
also with the percentage of 20. This means that people are having good experience
with Brazza and swift cars.
39
7. Why you giving first preference to Maruti Suzuki while buying car?
Good facility 48 24% 24%

Quality service 48 24% 48%
Price 43 21.5% 69.5%
Good designing 17 8.5% 78%
Better mileage 44 22% 100%
Total 200 100%
22% 24%
Good facility
Quality service
Price
9%
Good designing
24% Better mileage

21%
Description-
24% People are giving first preference to Maruti Suzuki because of good facility
and also 24% people giving first preference because of quality service, and 22%
for better milage than other cars. And 21% of people are saying that prices are
good enough to become first preference that what exactly Maruti Suzuki is giving
to the customers.
40
8. Which promotional media is influencing you to buy cars?
Broadcasting 45 22.5% 22.5%

Product demonstration 53 26.5% 49%
Word of mouth 58 29% 78%
Publication 44 22% 100%
Total 200 100%
Promotional Media
22% 22%
Broadcasting
Product demonstration
Word of mouth
Publication
29% 27%
Description –
In the survey 29% of respondents influences when the past customers share their
experience to the new one and that influences the most and 27% respondents
when they look the product demonstration and others are influenced with
advertisement.
41
9. Which company is your second choice while buying car?
Ford 33 16.5% 16.5%

Hyundai 77 38.5% 55%
Tata 34 17% 72%
Volkswagen 22 11% 83%
Toyota 15 7.5% 90.5%
Mahindra 19 9.5% 100%
Total 200 100%
Second preference
10% 16% Ford

8%
Hyundai
11% Tata
Volkswagen
Toyota
17% 38%
Mahindra
Description –
Hyundai with 38% of majority responds are the second-choice company while
car buying because Hyundai is the great competitor of Maruti Suzuki in
automobile industry and their cars are also sufficient for any situation.
42
10. Reason for brand choice?
Number percentage Cumulative
Brand image 52 26% 26%

Feature 89 44.5% 70.5%
Price 33 16.5% 87%
Mileage 26 13% 100%
Total 200 100%
Brand Choice
13%
26%
Brand image
17% Feature
Price
Mileage
44%
Description -
Feature is the reason for brand choice as per the opinions of the people its almost
44%. And 26% choose because of the brand image and the reputation of the
company. 13% people says petrol average is the reason to buy.
43
11. What is your opinion about Maruti Suzuki comparing with
others?
Excellent 45 22.5% 22.5%

Very good 66 33% 55.5%
Good 65 32.5% 88%
Average 18 9% 97%
Poor 6 3% 100%
Total 200 100%
3%
9%
22%
Excellent
Very good
Good
33% Average
Poor
33%
Description -
Most of the people have responded for good with the total of 88% by combining
very good, good and excellent. this means people are having amazing moments
with the Maruti Suzuki company.
44
12.Are you satisfied about the price of Maruti Suzuki small car
comparing with others?
Highly satisfied 39 19.5% 19.5%

Satisfied 110 55% 74.5%
Neutral 45 22.5% 97%
Dissatisfied 6 3% 100%
Total 200 100%
3%
19%
23%
Highly satisfied
Satisfies
Neutral
Dissatisfied
55%
Description-
Highly responds are satisfying with small cars comparing with others, Maruti
sufficiently design their cars according to the customer satisfaction
74% are highly satisfied and satisfied customer
23% are neutral with this specific term
And only 3% of responds are negative.
45
13.Which is your favorite design of car of Maruti Suzuki?
Alto 3 1.5% 1.5%

Wagon r 5 2.5% 4%
Swift 55 27.5% 31.5%
Ciaz 45 22.5% 54%
Ignis 3 1.5% 55.5
Brazza 58 29% 84.5%
S-cross 31 15.5% 100%
Total 200 100%
Favorite Design
1%
2% Alto
16%
Wagon r
27% Swift
Ciaz
29% Ignis
Brazza
2% 23% S-cross
Description -
Why people choose cars? design is the term where people look first and react
29% of people choice Brazza as favorite car
27% swift, 23% ciaz, 16% s-cross
Less people choice wagon r or ignis is according to the design factors.
46
14. Do you want any changes in cars of Maruti Suzuki?

Yes 127 63.5% 63.5%
No 73 36.5% 100%
Total 200 100
37%
Yes
No
63%
Description -
63% respondents agree that they want changes in cars as per the situation or
demand according to the customers, and 37% says no they don’t any changes
because they feel sufficient and satisfied with the cars.
47
15. Which kind of changes are you expecting in the cars of Maruti
Suzuki?
Increase Mileage 32 16% 16%

Add new facility 57 28.5% 44.5%
Reduce prize 24 12% 56.5%
Changes in design 34 17% 73.5%
Improve build quality 53 26.5% 100%
Total 200 100%
changes
16%
27% Increase Mileage
Add new facility
Reduce prize
28% Changes in design
17% Improve build quality
12%
Description -
28% respondents want changes in add new facilities in car, 27% people says
improve build quality of the product such as material, safety etc. and 16% wants
increase in milage.
17% respondents want changes in design and 12% is less ratio but big ratio to
worry about reduce price.
48
16. Are you satisfied about the service cost of Maruti Suzuki car
comparing with others?
Highly satisfied 36 18% 18%

Satisfied 103 51.5% 69.5%
Neutral 53 26.5% 96%
Total 200 100%
Service cost
4%
18%
27% Highly satisfied
Satisfied
Neutral
Dissatisfied
51%
Description -
Almost 69% are satisfied with the service of Maruti Suzuki, 27% are were of
them who is neutral and least 4% are dissatisfied with the service.
49
17.If Maruti Suzuki is planning to launch new car in hatchback
segment which particular price range you prefer?
3 lacs – 4 lacs 44 22% 22%

4 lacs – 5 lacs 62 31% 53%
5 lacs – 6 lacs 58 29% 82%
6 lacs – 7 lacs 36 18% 100%
Total 200 100%
Sales
18% 22%
3 lacs – 4 lacs
4 lacs – 5 lacs
5 lacs – 6 lacs
29% 6 lacs – 7 lacs
31%
Description –
22% people satisfied with the base price for new segment
31% respondents say 4-5 lacs should be the particular price
29% 5-6 lacs as the launching price as per the preferences.
And less 18% respondents think 6-7 lacs as starting of the hatchback segment.
50
18.Do you think the introduction of new model in premium segments
will improve the sale of Maruti Suzuki?

Yes 173 86.5% 86.5%
No 27 13.5% 100%
Total 200 100
14%
Yes
No
86%
Description –
Upcoming models in premium segments improve the scale of Maruti Suzuki

company such as build quality, design , comfort etc. 86% thinks the same and 14
responds are denying it.
51
19. What is your opinion about spare parts price in Maruti Suzuki
cars?

High 38 19% 19%
Reasonable 156 78% 97%
Low 6 3% 100%
Total 200 100
spare parts
3%
19%
High
Reasonable
Low
78%
Description -
No. of people shares their opinion in the survey that spare parts are reasonable
and sufficient their price to buy and the percentage of the respondents is 78% and
19% people thinks it is high and least 2% people thinks price of spare parts is
low.
52
20. How do you feel when you drive yours Maruti Suzuki cars?

More 41 20.5% 20.5%
comfortable
Comfortable 132 66% 86.5%
Less 23 11.5% 98%
comfortable
Uncomfortable 4 2% 100%
Total 200 100
Driving Comfort
2%
12% 20%
More comfortable
Comfortable
Less comfortable
Uncomfortable
66%
Description -
66% of people are feel comfortable while driving Maruti Suzuki cars in which
20% people are more comfortable and only 2% responds are negative.
53
21.Which is your most favorite color in Maruti Suzuki cars?

White 68 34% 34
Black 53 26.5% 60.5
Red 12 6% 66.5
Blue 28 14% 80.5%
Silky silver 25 12.5% 93%
Azure grey 14 7% 100%
Total 200 100%
Sales
7%
White
13%
34% Black
Red
14% Blue
Silky silver
6%
Azure grey
26%
Description -
If we talk about the color choice of the respondent’s white is the most preferable
color in Maruti Suzuki with the percentage of 34%. Swift car is the maximum
running car in India and their color is also white, 26% people prefer black color,
13% goes with silky silver, 14% with blue and less preferable color is grey.
54
22.Are you satisfied with the safety comfort of Maruti Suzuki?
Highly satisfied 34 17% 17%

Satisfied 106 53% 70%
Neutral 40 20% 90%
Total 200 100%
Safety
10% 17%
Highly satisfied
20%
Satisfied
Neutral
Dissatisfied
53%
Description -
In automobile sector safety is the important perspective, 53% people are happy
with safety and comforts of Maruti Suzuki where others 20% people are neutral
with both the terms and 17% are highly satisfied, 10% of respondents are not
satisfy with safety concerns.
55
23.Do you think Maruti has a wide variety of cars?

Yes 153 76.5% 76.5%
No 47 23.5% 100%
Total 200 100
24%
Yes
No
76%
Description -
In the survey we find Maruti Suzuki has a wide range of new and old cars which
remains the fresh sellers and 76% agree with that Maruti has large varieties of
cars and 24% denied.
56
24. which could be the nearest competitor of Maruti Suzuki?

Hyundai 97 48.5% 48.5%
Tata 40 20% 68.5%
Toyota 5 2.5% 71%
Mahindra 23 11.5% 82.5%
Ford 14 7% 89.5%
Renault 7 3.5% 93%
Others 14 7% 100%
Total 200 100%
Competitor
7% Hyundai
4%
7% Tata
Toyota
12% 48% Mahindra
2% Ford
Renault
20%
Others
Description -
Maruti Suzuki’s top competitors are Hyundai and tata motors according to the
respondents with of the percentage of 48% and 20% and because of the Hyundai
new cars drive its growth to another level.
57
4.2 HYPOTHESIS ANALYSIS
In this hypothesis we used 95% Confidence Interval Level.
4.1.1
Ho1 There is a positive relationship between age group and selection of models of Maruti
Suzuki.
Ha1 There is a negative relationship between age group and selection of models of Maruti
Suzuki.
1. Observed frequency
Age Wagon Ignis Celerio Dezire Brezza Ciaz S- Ertiga Total
Alto Swift r cross
20 - 30 3 37 1 1 5 20 44 34 16 7 168
31 - 40 1 3 4 1 0 2 3 0 4 3 21
41 - 50 0 1 0 0 1 1 3 2 0 1 9
51 and 0 0 0 0 0 1 0 0 0 1 2
above
Total 4 41 5 2 6 24 50 36 20 12 200
2. Expected frequency
Age Swift Wagon Ignis Celerio Dezire Brezza Ciaz S- Ertiga Total
Alto r cross
20 - 30 3.36 34.44 4.2 1.68 5.04 20.16 42 30.24 16.8 10.08 168
31 - 40 0.42 4.305 0.525 0.21 0.63 2.52 5.25 3.78 2.1 1.26 21
41 - 50 0.18 1.845 0.225 0.09 0.27 1.08 2.25 1.62 0.9 0.54 9
51 and 0.04 0.41 0.05 0.02 0.06 0.24 0.5 0.36 0.2 0.12 2
above
Total 4 41 5 2 6 24 50 36 20 12 200
58
3. Chi-Square Table
O E O-E (O-E)2 (O-E)2/E

20-30 Alto 3 3.36 -0.36 0.1296 0.038
Swift 37 34.44 2.56 6.55 0.19
Wagon r 1 4.2 -3.2 10.24 2.438
Ignis 1 1.68 -0.68 0.4624 0.2752
Celerio 5 5.04 -0.04 0.0016 0.00031
Dezire 20 20.16 -0.16 0.0256 0.00126
Brezza 44 42 2 4 0.095
Ciaz 34 30.24 3.76 14.1376 0.4675
S-cross 16 16.8 -0.8 0.64 0.038
Ertiga 7 10.08 -3.08 9.4864 0.9411
31- 40 Alto 1 0.42 0.58 0.3364 0.8
Swift 3 4.305 -1.305 1.703 0.3955
Wagon r 4 0.525 3.475 12.0756 23.001
Ignis 1 0.21 0.79 0.6241 2.971
Celerio 0 0.63 -0.63 0.3969 0.63
Dezire 2 2.52 -0.52 0.2704 0.1073
Brezza 3 5.25 -2.25 5.0625 0.964
Ciaz 0 3.78 -3.78 14.2884 3.78
S-cross 4 2.1 1.9 3.61 1.719
Ertiga 3 1.26 1.74 3.02 2.4
41 - 50 Alto 0 0.18 -0.18 0.0324 0.18
Swift 1 1.84 -0.84 0.7056 0.3834
Wagon r 0 0.225 -0.225 0.05 0.225
Ignis 0 0.09 -0.09 0.0081 0.09
Celerio 1 0.27 0.73 0.5329 1.9737
Dezire 1 1.08 -0.08 0.0064 0.0059
Brezza 3 2.25 0.75 0.5625 0.25
Ciaz 2 1.62 0.38 0.1444 0.0891
S-cross 0 0.9 -0.9 0.81 0.9
Ertiga 1 0.54 0.46 0.2116 0.3918
51 and Alto 0 0.04 -0.04 0.0016 0.04
above
Swift 0 0.41 -0.41 0.1681 0.41
Wagon r 0 0.05 -0.05 0.0025 0.05
Ignis 0 0.02 -0.02 0.0004 0.02
Celerio 0 0.06 -0.06 0.0036 0.06
Dezire 1 0.24 0.76 0.5776 2.4066
Brezza 0 0.5 -0.5 0.25 0.5
Ciaz 0 0.26 -0.26 0.0676 0.26
S-cross 0 0.2 -0.2 0.04 0.2
Ertiga 1 0.12 0.88 0.7744 6.4533
56.14097
59
4. Degree of Freedom (r-1) (c-1)
= (4-1) (10-1)
= (3) (9)
= 27
5. χ2Tab < χ2Cal

40.113 < 56.140
Chi-Square Calculated Value is greater than Chi-Square Critical Values, so Null

Hypothesis is rejected that means There is a negative relationship between age group
and various models of Maruti Suzuki.
4.1.2
Ho1 Income of customers & price of Maruti Suzuki are correlated.
Ha1Income of customers & price of Maruti Suzuki are not correlated.
1. Observed frequency
Income Highly Satisfied Neutral Dissatisfied Total
Satisfied
up to 300000 22 44 17 4 87
3 lacs to 6 lacs 8 40 10 0 58
6 Lacs to 9 lacs 5 17 13 0 35
9 lacs and above 4 9 5 2 20
Total 39 110 45 6 200
2. Expected frequency
Income Highly Satisfied Neutral Dissatisfied Total

Satisfied
up to 300000 16.965 47.85 19.575 2.61 87
3 lacs to 6 lacs 11.31 31.9 13.05 1.74 58
6 Lacs to 9 lacs 6.825 19.25 7.875 1.05 35
9 lacs and above 3.9 11 4.5 0.6 20
Total 39 110 45 6 200
60
3. Chi – square table
O E O-E (O-E)2 (O-E)2/2
Up to 3,00,000 Highly satisfied 22 16.96 5.04 25.4 1.4977
Satisfied 44 47.85 -3.85 14.8225 0.3097

Neutral 17 19.57 -2.57 6.6049 0.3375
Dissatisfied 4 2.61 1.39 1.9321 0.74022
3,00,000 to Highly 8 11.31 -3.31 10.9561 0.9687
6,00,000 Satisfied
Satisfied 40 31.9 8.1 65.61 2.056
Neutral 10 13.05 -3.05 9.3025 0.7128
Dissatisfied 0 1.74 -1.74 3.0276 1.74
6,00,000 to Highly satisfied 5 6.82 -1.82 3.3124 0.4856
9,00,000
Satisfied 17 19.25 -2.25 5.0625 0.2629
Neutral 13 7.87 5.11 26.1121 3.3179
Dissatisfied 0 1.05 -1.05 1.1025 1.05
9,00,000 And Highly satisfied 4 3.9 0.1 0.01 0.00256
Above
Satisfied 9 11 -2 4 0.3636
Neutral 5 4.5 0.5 0.25 0.5
Dissatisfied 2 0.6 1.4 1.96 3.266
17.61118
4. Degree of freedom (r-1) (c-1)

= (4-1) (4-1)
= (3) (3)
=9
5. χ2Tab > χ2Cal

17.61 > 16.92
Chi-Square Calculated Value is less than Chi-Square Critical Values, so Null

Hypothesis is failed to rejected that means Income of customers & price of Maruti
Suzuki are correlated.
61
4.1.3
Ho1: Male are more comfortable while driving.

Ha1: Male are not more comfortable while driving.
1. Observed Frequency
Gender more comfortable less un- Total
comfortable comfortable comfortable
Male 26 85 20 4 135
Female 15 47 3 0 65
Total 41 132 23 4 200
2. Expected Frequency
Gender more comfortable less un- Total
comfortable comfortable comfortable
Male 27.675 89.1 15.525 2.7 135
Female 13.325 42.9 7.475 1.3 65
Total 41 132 23 4 200
3. Chi-square Table
O E O-E (O-E)2 (O-

E)2/ E
Male more 26 27.67 -1.67 2.7889 0.1
comfortable
comfortable 85 89.1 -4.1 16.81 0.18
less 20 15.52 4.48 20.07 1.29
comfortable
un-comfortable 4 2.7 1.3 1.69 0.62
Female more 15 13.34 1.66 2.75 0.2
comfortable
comfortable 47 42.9 4.1 16.81 0.39
less 3 7.47 -4.47 19.9809 2.67
comfortable
un-comfortable 0 1.3 -1.3 1.69 1.3
200 200 6.75
62
4. Degree of Freedom: (r-1) (c-1)
= (2-1) (4-1)
= (1) (3)
=3
χ2Tab > χ2Cal

7.81 > 6.75
Chi-Square Calculated Value is less than Chi-Square Critical Values, so Null Hypothesis is
failed to rejected that means males are more comfortable while driving.
63
5. FINDING
5.1 To determine the factors which are influencing the choice for a Maruti cars.
The results of this study reveal that the customers are influenced by the factors
such as fuel, price and its efficiency and after buying company services.
It is understood in the survey that Maximum of the customers are satisfied with
the interior design and the factors related to the car such as petrol efficiency,
services factors
5.2 To research and study the satisfaction level of consumers for Maruti Suzuki
cars.
As per the survey we can say that maximum number of people is satisfied with
driving comfort, after sales service cost, price of spare parts, and price of Maruti
Suzuki cars.
Analysis of the consumer behavior which satisfies the most preferring term that is
pricing policy of the Maruti Suzuki which impacts the consumer mind, taste &
preferences
5.3 To know and find about consumer’s expectation from Maruti Suzuki cars.
As in the survey we can see the maximum respondents suggests that company should
change the design and quality of cars.
As per the survey consumer said that introduction of new model in premium segment
will improve sales of Maruti Suzuki.
As per the survey many consumer’s wants changes as adding new facility or improve
build quality.
The survey of the research reveals that the consumer mostly prefers small and sedan
cars brand of Suzuki such as swift, desire, alto, ignis, Celerio etc.
In the various factors we have find in the survey that the alternate option of car
buying that is Hyundai motors and tata motors as well as the toughest competitors in
the automobiles industries as per the survey.
64
6. CONCLUSION
The research study on Maruti Suzuki was a great experience getting to know the consumer
satisfaction of Maruti Suzuki in Vadodara city on India’s largest automobile company. Every
small step is pre planned and with good team effort and guidance by higher authority the report
has been completed. The main purpose of this research was to know consumer satisfaction on
Maruti Suzuki cars because Maruti Suzuki is ruling brand of Indian automobile industry. The
research was done by conducting the survey sending the questionnaire to the consumer of
Maruti Suzuki in Vadodara city. Maruti Suzuki is the India’s largest automobile company.
To prepare the questionnaire was a quite difficult task for all of us we had to keep it accurate
to the content and to the objectives. All of our question were optional and put no pressure on
our respondents to fill the question up forcefully. We send questionnaire to 400 people in
which we get 238 responses and from 238 we take 200 responses for our survey. After having
the responses, we move towards the data analysis and interpretation after that we moved on to
hypothesis which was quite difficult for us but with the great team effort and with the help of
our guide the task was done. In our questionnaire we asked question regarding consumer
satisfaction of Maruti Suzuki about driving comfort, pricing, build quality, design, and we got
responses that maximum number of consumers are satisfied.
In the various factors of customer satisfaction concern we observed that the maximum of
customers is satisfied with Maruti Suzuki cars in Vadodara city, mostly the small cars such as
swift, alto, baleno etc. Apart from that every card has two side positive or negative in which
maximum of customers are satisfied with the design, pricing policy, build quality, mileage part
but rare customers want changes in premium segments such as sedan cars.
Company creates their awareness through innovative or strategies from the market since the
customer that are their respective already using their respective services are well satisfied with
each other at their performance.
The study reveals that Maruti Suzuki has proven that it is always ahead then its competitors
because of innovation and continuous upgradation. In the factors like Research & Development
activities as Maruti Suzuki believes that this activity will enable the company to offer superior
and environment friendly products to customer with complete satisfaction.
At the end of the study, we identify that the satisfaction of Maruti Suzuki consumers are on the
highly positive side and with good number of respondents. The research was great learning
experience for all of us where the practical work applied more while doing the research. Every
group member has given equal contribution in completing the project and this couldn’t have
been possible without our mentors.
65
7. REFERENCES
1. Hemlata – senior researcher coordinator, assistant manager at MSIL, India, customer

satisfaction towards Maruti Suzuki cars (June 2017)
Mr. Amandeep Singh – department of business management, eternal university, India,
volume 3 issue 4 ISSN 2395 – 4396
2. Dr. V. Suagnthi - Assistant professor vidyasagar college India, international journal of

multidisciplinary research & development, volume 3 issue 2 2016 ISSN 2349 – 5979
Mrs. R. Renuka – research scholar vidyasagar college of arts and science, India.
3. Dr. Gayatri Chopra – Assistant professor, bhagwan parshuram institute of technology,

India, international journal of management studies ISSN 2331-2528 (2019)
4. Harpreet Kaur - research scholar, lovely professional university, India, international

journal of multidisciplinary research volume 4 (2016) ISSN 2321 -3124
5. Jagannath – department of business administration with computer application,

Bhartihar university, India, ICTAT journal on management studies volume 04 issue 04
(2018), ISSN (online) 2395-1664 K. Palanichamy – department of commerce with
computer application in Bhartihar university
6. Fentew Leykun – Assistant professor pf accounting and finance, Bahirdar university,

Europe, international journal of research in commerce and management studies, volume
2, ISSN 2582 – 2292
7. K. Sathya – M.Phil. M.Com., B.Ed., department of commerce prist university, India,

international journal of science and research technology, volume 3, issue 4, April 2018
ISSN No.- 2456-2165 G. Venkatesan – M.Com. 1702cm 3004. Department of
commerce prist university, India
8. Dr. Vishal S Rana – Associate professor & Head, M.B.A. department S.S.B.T. college
of engineering and technology (corresponding author) Dr. M.A. Lokhande – Professor,
department of commerce at Dr. Babasaheb Ambedkar Marathwada university.
International journal of science, spirituality, business and technology (IJSSBT) vol. 3
no. 2, June 2015 ISSN (print) 2277-7261
9. Vijay Dhote – Master of business administration, Jhulelal institute of technology

RTMNU, India. IOSR journal of engineering ISSN (e) 2250-3021 ISSN (P) 2278-8719
vol. 09, issue 5 (may 2019).
10. Jisha N – Research supervisor, PG research & Department of commerce, India

Abhishake I – research supervisor, PG research & Department of commerce.
international journal of multidisciplinary research and Development online ISSN 2349-
4182, volume 5; issue 3; march 2018.
66
11. Rumit Kumar Sahu – Department of management, bhillai institute of technology, durg,
CG India, Research journal of management and science ISSN 2319-1171 Vol.6(7), 5-
8, July 2017.
12. G. Santoshi Head department of business administration Indian institute of

management & commerce Hyderabad.
13. C.S. Gowtham Chakravarthy, Ankit Kumar Assistant Professor and Student of
department of management studies BIST, BIHER, Bharath University, Chennai.
14. Dr. Tapasya Julka, Assistant Professor, Department of Business Administration, S.S.
Jain Subodh P.G. College, Jaipur Ajaybir Singh Lamba, Research Scholar, School of
Business and Management, Jaipur National University, Jagatpura, Jaipur.
BOOK REFERENCE
The Maruti story – R.C. Bhargava with Seetha
WEBILOGRAPHY
https://timesofindia.indiatimes.com/business/india-business/maruti-suzuki-india-to-
hike-prices-from-january/articleshow/79649752.cms
https://www.hindustantimes.com/business-news/maruti-suzuki-wary-of-dip-in-sales-
after-festive-season/story-Hj1D1GKIuZaz61zvN0Q50I.html
67
8. QUESTIONNAIRE
We are the students Of Parul Institute of Business Administration, Parul University conducting
a research study on “consumer satisfaction of Maruti Suzuki in Vadodara city’’
so kindly give your valuable time for giving genuine response to the following questions. We
assure that your data won’t be leaked and it will be only among us students.
Personal information:
Name
Age: a) 20-30 b) 30-40
c) 40-50 d) 50-60
sex: a) male b) female
income: a) 10000-30000 b) 30000-60000
c) 70000-90000 d) 90000-120000
occupation:
1. Which is your favorite car type?

a) Hatchback
b) b) sedan
c) c) SUV
d) d) MUV
2. Which is your favorite car of Maruti Suzuki?

a) Alto b) swift c) wagon r d) ignis e) Celerio
f) dezire g) brezza h) ciaz i) s-cross j) ertiga
3. Why you giving first preference to Maruti Suzuki while buying car ?
a) Good facility
b) Quality service
c) Price’
d) Good designing
e) Better mileage
4. Which promotional media is influencing you to buy cars?

a) Broad casting
b) Product demonstration
c) Word of mouth
d) Publications
68
5. Which company is your second choice while buying car?
a) Ford
b) Hyundai
c) Tata
d) Volkswagen
e) Toyota
f) Mahindra
6. Reason for brand choice?

a) Brand name
b) Feature
c) Price
d) Mileage
7. What is your opinion about Maruti Suzuki comparing with others?

a) Excellent
b) Very good
c) Good
d) Average
e) Poor
8. Are you satisfied about the price of Maruti Suzuki small car comparing with others?
a) Highly satisfied
b) Satisfied
c) Neutral
d) Dissatisfied
9. Which is your favorite design of car of Maruti Suzuki?

a) Alto
b) Wagon r
c) Swift
d) Ciaz
e) Ignis
f) Brezza
g) S-cross
10. Do you want any changes in cars of Maruti Suzuki?

a) Yes
b) No
11. Which kind of changes are you expecting in the cars of Maruti Suzuki?
a) Increase mileage
b) Add new facilities
c) Reduce price
69
d) Changes in design
e) Improve build quality
12. Are you satisfied about the service cost of Maruti Suzuki car comparing with others?
a) Highly satisfied
b) Satisfied
c) Neutral
d) Dissatisfied
13. If Maruti Suzuki is planning to launch new car in hatchback segment which particular
price range you prefer?
a) 3 lacs – 4 lacs
b) 4 lacs – 5 lacs
c) 5 lacs – 6 lacs
d) 6 lacs – 7 lacs
14. Do you think the introduction of new model In premium segments will improve the
sale of Maruti Suzuki?
a) Yes
b) No
15. What is your opinion about spare parts in Maruti Suzuki cars?
a) High
b) Reasonable
c) Low
16. How do you feel when you drive yours Maruti Suzuki cars?
a) More comfortable
b) Comfortable
c) Less comfortable
d) Uncomfortable
17. Which is your most favorite colour in Maruti Suzuki cars?

a) White
b) Black
c) Red
d) Blue
e) Silky silver
f) Azure grey
18. Are you satisfied with the safety comfort of Maruti Suzuki?
a) Extremely satisfied
70
b) Satisfied
c) Neutral
d) Dissatisfied
19. Do you think Maruti has a wide variety of cars?

a) Yes
b) No
20. Which could be nearest competitor of Maruti Suzuki?

a) Hyundai
b) Tata
c) Toyota
d) Mahindra
e) Ford
f) Renault
g) others
71
72

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Comprehensive Project Report

ANALYSIS OF RESEARCH IN CONSUMER SATISFACTION OF

PARUL INSTITUTE OF BUSINESS ADMINISTRATION

Bachelor of Business Administration

Under the guidance of

MR. RAHUL CHOUHAN

SR. NAME ENROLLMENT NO. SIGNATURE

DR. SHANTANU CHAKRAVARTY MR. RAHUL CHAUHAN

SR. NO. NAME ENROLLMENT SIGNATURE

Name of Guide: Prof. Rahul Chauhan

It gives me gaiety to express my deep sense of obligation to MR. RAHUL CHAUHAN,

Thank You …………………

BHIMRAJ SUTHAR 180613101162

PRASHANT SHARMA 180613101148

KANAIYALAL MALI 180613101063

JENIKA ODEDRA 180613101077

PRASHANT NASIT 180613101074

ALISHA NANDANWAR 180613101073

DHRUVI KAMANI 180613101058

SR. NO. LIST OF CHAPTERS PAGE NO.

1.1 Industrial Overview 7

2. LITERATURE REVIEW 20-27

3.1 Title of the study 28

4. DATA ANALYSIS 34-63

4.1 Data Analysis 34

7. BIBLIOGRAPHY & REFERENCES 66

Industrial overview of Maruti Suzuki

*. Maruti Suzuki was established in 1982 Gurgaon Haryana India.

1.2 MARUTI SUZUKI COMPANY OVERVIEW -

FOUNDER INDIAN GOVERNMENT

HEADQUATERS INDIA , NEW DELHI

REVENUE US$11 BILLION 2020

TOTAL ASSETS US$8.9 BILLION

TOTAL EQUITY US$6.9 BILLION 2020

NET INCOME US$780 MILLION 2020

PARENT SUZUKI MOTOR CORPORATION

MANUFACTURING UNITS FACILITIES

PRODUCT AND PRICE DETAIL

Years Sales Dealer Cities Maruti True Cities Cities

MARUTI MISSION STATEMENT

1.3 COMPETITOR OVERVIEW OF MARUTI-SUZUKI –

Brand preference of customer -

Top 20 selling cars in November 2020 –

RANK MODEL SALES

1. Maruti swift 18498

Top 10 competitors of Maruti Suzuki –

Sedan – in this segment top two cars are

Mileage 23.36 kmpl 17.8 kmpl

Power 89 bhp 119 bhp

Engine 1197 cc 1498 cc

Sales 13536 unit 9342 unit

SUV – Top two cars in this segment

Mileage 16.8 kmpl 18.16 kmpl

Power 138 bhp 103.26 bhp

Engine 1353 cc 1462 cc

Sales 7826 unit 12017 unit

1.4 PRODUCT DETAIL

Maruti Suzuki desire Price: 5.89 lakhs onward

Maruti Suzuki Eeco Price:3.81 lakhs onward