Name: Atul Sharma

INTRODUCTION
Name : ATUL SHARMA
Class : BBA 5th semester
Roll no : 21
Topic : COUSTOMER SATISFACTION OF MARUTI SUZUKI AT JAMMU MOTORS

Executive Summary
It was in 1970 that Sanjay Gandhi envisioned the manufacture of maruti which is known popularly as the people’s
car it is maruti which is known to give wheels to the nation. The first car of maruti was rolled out on Dec. 14,
1983 after collaboration with Suzuki motors.
Satisfaction is a person’s feeling of pleasure or disappointment resulting from a comparing perceived performance
in relation to his or her expectation. If the performance falls short of expectation, the consumer is dissatisfied. If
the performance matches the expectations, he consumer is satisfied. If the performance exceeds expectation, the
customer is highly satisfied or delighted.
In today’s competitive scenario firms consistently tries to satisfy his existing customer to get more customers in
every regards. To meet the desired expectation of customers companies has to look around all aspects of products
services and of course market condition, otherwise they may be out of the race. Automobile industry has the same
competitiveness and every firm in the industry is consistently working for enhancing their product and services.
The study widely concentrates on the level of satisfaction amongst customers for which I did Exploratory
Research to check the satisfaction level amongst the customers of MARUTI SUZUKI at Jammu motors pvt.ltd.
OBJECTIVE OF THE STUDY
 To study the satisfaction level of consumers who drive the cars.
 To know the different services provided to the customers by Jammu motors pvt ltd. (an authorized dealer of
maruti Suzuki)
 To know the perception of customers towards Jammu motors pvt ltd.
 To know the marketing strategies adopted by the Jammu motors pvt ltd.
 To enhance my knowledge how to satisfy the customers.
 To prepare my self as a marketing person who can easily identify the needs of the customers through his
experiences which is an essential quality of a marketing person and for the company as well.
INTRODUCTION OF MARUTI SUZKUKI
Maruti company – named after the son of Hanuman- Marut- the GOD of the Wind, has truly created a
sandstorm in the Indian Automotive world after its inception in 1981. Initially supported by late Sanjay
Gandhi, son of the late Prime minister, Indira Gandhi and borrowing the Japanese technology from its parent
Suzuki motors ,Maruti Udyog started manufacturing cars from 1983, Since then Maruti has overtook every
rival and has been the leader of the car manufacturing in India in terms of production, revenues and profits.
With over 15 models ranging from the Grand Vitara (which is completely imported SUV from Japan ) to the
new models such as the A star, ritz and the Swift series, Maruti continues its unimaginable dominance in the
indian subcontinent. In 2007 , the Suzuki motor corporation increased its stake in the share holdings and
Maruti udyog was renamed as Maruti Suzuki. Suzuki motors being a global leader in manufacturing compact
cars at one time was actually manufacturing lesser cars than the Maruti Suzuki itself. As of now Maruti Suzuki
remains a subsidiary of the Suzuki motor corporation from 2007 onwards and the government of India does’nt
have any stake .
With its largest plant in Gurgaon (Haryana) ,followed by Manesar , Maruti produces the largest number of cars
in a year .
INTRODUCTION OF MARUTI SUZUKI
The production of Maruti-800 in 1983 marked the beginning of a revolution in the Indian
automobile industry. It brought in the latest technology of that time more fuel efficiency and
lower prices that led to the creation of a huge market for all car segments as the Indian, middle
class grew in size. This in turn brought in more players in this segment. A number of auxiliary
car parts making units were set up as more car manufacturers realized it was more cost
effective to make their car parts in India rather than importing them.
Maruti’s major influence was in helping the component industry in the country because of its
emphasis on localization and indigenization. As in the beginning that sector hadn’t grown much
Maruti’s had to start dozens of joint ventures with Indian entrepreneurs. It got them from
foreign collaborations that led to collaborations for other manufacturers so that over a period of
time the whole component industry was able to upgrade itself and improve its quality who had
given their income leading to major existing export potential vehicle components. It also
brought in better methods of financing that allowed more people who given their income levels
could not afford to buy a car on their own, to buy cars. It still remains the leader not only in the
terms of market share but also in customer satisfaction surveys. It has consistently topped J.D.
power quality surveys, including 2005. By the year 1993 the company had sold 1, 96,820 cars.
By March 1994 it produced 1 million vehicles becoming the first Indian company to cross the 2
million mark in October, 1997 and rolled out 4 millionth vehicles as Alto-LX .Then it
introduced Wagon-R followed by Swift . Swift has been a great success in the market .In 2007
Maruti came up with SX4 and Grand Vitara breza
VARIOUS CAR SELLING COMPANES IN INDIA
COMPANY PROFILE
Jammu Motors Private Limited is a Private incorporated on 25 February 1997. It is classified as Non-govt.
Company and is registered at Registrar of Companies, Jammu. Its authorized share capital is Rs. 2,000,000
and its paid up capital is Rs. 1,050,000.It is involved in Manufacture of transport equipment etc.
Jammu Motors Private Limited's Annual General Meeting (AGM) was last held on 28 September 2015 and as
per records from Ministry of Corporate Affairs (MCA), its balance sheet was last filed on 31 March 2015.
Directors of Jammu Motors Private Limited are Sanjay Aggarwal, Swatantar Aggarwal, Bhim Sein Aggarwal,
Ajay Aggarwal, Pankaj Aggarwal, Vineet Aggarwal, Parth Aggarwal, Anuj Aggarwal, Kanav Aggarwal and
Nitin Aggarwal.
Jammu Motors Private Limited's Corporate Identification Number is (CIN) U35912JK1997PTC001617 and its
registration number is 1617.Its Email address is jammumotors@yahoo.co.in and its registered address is
6,CANAL ROAD AKHNOOR ROAD,JAMMU J&K JAMMU AND KASHMIR JK 000000 IN
SWOT ANALYSIS OF MARUTI SUZUKI
STRENGTH
 Maruti Udyog limited (MUL) is in a leadership position in the market with a market share of approx 50%
 Major strength of MUL is having largest network of dealers and after sales service centers in the country.
 Good promotional strategy is adopted by MUL to transfer its thoughts to the people about its products.
 Maruti Suzuki recorded highest number of domestic sales with 9, 66,447 units from 7, 65,533 units in the
previous fiscal. It recently attained the 10million domestic sales mark.
 Strong Brand Value and Loyal Customer Base are big strengths for MUL
 There are around 15 vehicles in Maruti Product portfolio. Has good product lines with good fuel efficiency like
Maruti Swift, Diesel, Alto etc
 Alto still beats the small car segment with highest number of sales
WEAKENESSES
 Low interior quality inside the cars when compared to quality players like Hyundai and other new foreign players
like Volkswagen, Nissan etc.
 Government intervention due to having share in MUL.
 Younger generations started getting a great affinity towards new foreign brands
OPPORTUNITIES
 MUL has launched its LPG version of Wagon R and it was a good move simultaneously
 Maruti’s celario 600 has a huge potential in tapping the middle class segment and act as a strong threat to Nano
 New DZire from Maruti will capture the market share and expected to create the same magic as Maruti
Esteem(currently not available)
THREATS
 Launch of Hyundai’s EON 800 may result in the decline of Alto sales
 HYUNDAI elite i20 is giving a tuff competition to swift and swift DZire
RESEARCH METHODOLOGY
Research Methodology is a way to systematically solve the research problem. The Research Methodology
includes the various methods and techniques for conducting a research. Research is an art of scientific
investigation. In other word research is a scientific and systematic search for pertinent information on a
specific topic. The logic behind taking research methodology into consideration is that one can have
knowledge about the method and procedure adopted for achievement of objective of the project.
Research design
Research design is the conceptual structure within which research is conducted. It constitutes the blueprint for
collection, measurement and analysis of data was a descriptive research. Descriptive research involves collecting
numerical through self-reports collected, through questionnaires or interviews (person or phone), or through
observation. For present study, the research was descriptive and conclusion oriented.
SAMPLING DESIGN
 Sampling unit – The target population must be defined that has to be sampled. The sampling unit of research
included customers who are in touch with Jammu motors in Akhnoor city .
 Sample size – This refers to number of respondents to be selected from the universe to constitute a sample. The
sample size of 100 coustomers was taken.
 Sampling Technique – Convenience Sampling was used to select the sample. Convenient sampling is a non
probability sampling technique that attempts to obtain a sample of convenient elements .In case of convenience
sampling, the selection of sample depends upon the discretion of the interviewer. In this project, Questionnaire Method
was used for the collecting the data. With the help of this method of collecting data, a sample survey was conducted.
DATA COLLECTION AND ANALYSIS:
Data Collection
 Information has been collected from both Primary and Secondary Data.
Secondary sources- Secondary data are those which have already been collected by someone else and which
already had been passed through the statistical process. The secondary data was collected through web sites, books
and magazines.
Primary sources- Primary data are those which are fresh and are collected for the first time, and thus happen to
be original in character. The primary data was collected through direct personal interviews (open ended and close
ended questionnaires)
DATA ANALYSIS AND INTERPRETATIONS
Q1. Sales person were knowledgeable or not?
Knowledgeable No. of Respondents Percentage of
Salesperson respondents
Strongly Disagree 0 0%
Disagree 0 0%
Neither Disagree nor 0 0%
Agree
Agree 86 86%
Strongly Agree 14 14%
Percentage of respondents
100
90
80
70
60
50
40
30
20
10
0
strongly disagree disagree neither disagree nor agree Agree Strongly agree
Interpretation: 86% people agreed that the sales persons are knowledgeable and 14% strongly disagreed
that the sales persons are knowledgeable
Q2. Does the employees spent enough time with you before the sales?
Employees spent No. of respondents Percentage

enough time with you
before sales
Disagree 0 0%
Neither Disagree Nor Agree 0 0%
Agree 64 64%
70
60
50
40
30
20
10
0
strongly disagree Disagree Neither disagree nor agree Agree Strongly Agree
Interpretation: 64% people agreed that the sales persons spent enough time with them before the sales and
36% strongly agreed with this.
Q3. During sales employees spent enough time with you or not?
Employees spent No of Respondents Percentage
enough time with you
during sales
Disagree 4 4%
Neither Disagree nor Agree 0 0%
Agree 62 62%
70
60
50
40
30
20
10
0
Strongly Disagree Disagree Neither disagree nor agree Agree Strongly Disagree
Interpretation: 62% agreed that sales persons spent enough time with them during the sales , while 34% strongly agreed that the sales
persons spent enough time with them during sales and only 4% disagreed with this.
Q4. How many of the employees spent time with you after the sales?
Employees spent enough time No. of respondents Percentage
with you after sales
Disagree 22 22%

Agree 54 54%
60
50
40
30
20
10
0
Strongly disagree Disagree Neither disagree nor agree Agree Strongly agree
percentage
Interpretation:60% agreed that the sales persons spent enough time with them after sales ,26% strongly agreed with
this and 14% disagreed that the sales persons spent enough time with them after sales.
Q5. Merchandize were properly displayed or not?
Display of Merchandize No. of Respondents Percentage
Disagree 0 0%
Agree 94 94%
Strongly Agree 6 6%
100
90
80
70
60
50
40
30
20
10
0
Strongly disagree Disagree Neither disagree nor agree Agree Strongly Agree
Percentage
Interpretation:94% agreed that the display of merchandize was attractive and 6% strongly agreed that the display of
merchandize was attractive.
Q6. Was there proper availability of products or not?
Availability of the product No of Respondents Percentage
Disagree 4 4%
Agree 91 91%
Strongly Agree 5 5%
100
90
80
70
60
50
40
30
20
10
0
Percentage
Interpretation:91% agreed that the availability of the product was there, 5% strongly agreed that the availability was there
while only 4% said they disagreed with this.
Q7. How was the variety of the merchandize during its selection?
Variety/Selection of Merchandize No of Respondents Percentage
Disagree 6 6%
Agree 87 87%
Strongly Agree 7 7%
100
90
80
70
60
50
40
30
20
10
0
Percentage
Interpretation: 87% agreed that there was variety/selection of merchandize whereas 7% strongly agreed that enough variety
was there and 6% disagreed with this.
Q8. Vehicles were in good condition or not?
Vehicle in Good Condition No of Respondents Percentage
Disagree 2 2%
Agree 82 82%
90
80
70
60
50
40
30
20
10
0
Percentage
Interpretation: 82% agreed that the vehicle was in good condition when delivered ,16% strongly agreed with this
whereas only 2% disagreed with this.
Q9. How do you feel about the prices was they affordable or not?
Prices Are Affordable No of Respondents Percentage
Disagree 12 12%
Agree 21 21%
25
20
15
10
0
Percentage
Interpretation: 64% strongly agreed that the prices are affordable , 21% agreed that the prices are affordable
whereas only 15% said that they neither disagreed nor agreed with this.
Q10. Any kind of discounts were offered or not?
Attractive Discounts Offered No of Respondents Percentage
Disagree 26 26%
Agree 47 47%
60
50
40
30
20
10
0
Percentage
Interpretation: 55% agreed that the discounts offered are attractive , 34% strongly agreed with this while 11%
disagreed and said that the discounts offered were not attractive
Q11. Was the area you waited was in good and pleasing condition?
Decor Of The Waiting Area Is No of Respondents Percentage
Pleasing
Disagree 0 0%
Agree 80 80%
90
80
70
60
50
40
30
20
10
0
Percentage
Interpretation: 80%agreed that the décor of the waiting area was pleasing while 20% strongly agreed that the
décor of the waiting area was pleasing
Q12. Have you been offered a test drive before you go for the purchase?
Offered A Test Drive No of Respondents Percentage
Disagree 20 20%
Agree 74 74%
Strongly Agree 6 6%
80
70
60
50
40
30
20
10
0
Percentage
Interpretation: 74%agreed that the test drive was offered to them ,6% strongly agreed that the test drive was
offered while 20% disagreed with this.
Q13. Post sales follow up done regularly or not?
Post Sales Follow Up Done No of Respondents Percentage
Regularly
Disagree 20 20%
Agree 74 74%
Strongly Agree 6 6%
80
70
60
50
40
30
20
10
0
Percentage
Interpretation: 59%agreed that the post sales follow ups are done regularly , 26% strongly agreed and
15%disagreed with this.
Q14. How they responded to your complaints quickly or not?
Responds To complaints No of Respondents Percentage

Quickly
Disagree 9 9%
Agree 61 61%
70
60
50
40
30
20
10
0
Percentage
Interpretation: 64% agreed that the response to complaints is quick ,18% strongly agreed , 12% neither agreed nor disagreed
and 6% disagreed with this.
Q15. How do you feel about the service at maruti service station ?
Service At Maruti Service No. of Respondents Percentage of respondents

Station Is Excellent
Disagree 4 4%
Agree 82 82%
90
80
70
60
50
40
30
20
10
0
Percentage
Interpretation: 82% said that the service at maruti service station is excellent , 14% strongly agreed while only 4%
disagreed with this.
Q16. Are they careful with the personal information shared or not ?
Careful With Personal No. of Respondents Percentage of respondents
Information
Disagree 4 4%
Agree 85 85%
Strongly Agree 7 7%
90
80
70
60
50
40
30
20
10
0
Percentage
Interpretation:85% agreed that yes they were careful with personal information, strongly agreed with this and 8%
neither agreed nor disagreed.
Q17. Are all the commitments fulfilled?
All The Commitments Are No. of Respondents Percentage of respondents
Fulfilled
Disagree 7 7%
Agree 6 6%
100
90
80
70
60
50
40
30
20
10
0
Percentage
Interpretation: 94% strongly agreed that all the commitments were fulfilled and 6% agreed with this.
Q18. Are you satisfied with the amount of money you paid?
Value For Money No. of Respondents Percentage of respondents
Disagree 0 0%
Agree 2 2%
100
90
80
70
60
50
40
30
20
10
0
Percentage
Interpretation: 98% strongly agreed that maruti provides value for money while 2% agreed with this.
Q19.Are you aware of the following facilities provided by Maruti?
Maruti insurance No. of Respondents Percentage of respondents
Yes 98 98%
No 2 2%
120
100
80
60
40
20
0
Yes No
Percentage
Interpretation:98% said yes that they are aware about maruti insurance while only 2% said that they were not
aware.
FINDINGS
 86% people agreed that the sales persons are knowledgeable and 14% strongly
disagreed that the sales persons are knowledgeable.
 64% people agreed that the sales persons spent enough time with them before the sales and 36% strongly agreed
with this.
 62% agreed that sales persons spent enough time with them during the sales , while 34% strongly agreed that the
sales persons spent enough time with them during sales and only 4% disagreed with this.
 60% agreed that the sales persons spent enough time with them after sales ,26% strongly agreed with this and 14%
disagreed that the sales persons spent enough time with them after sales.
 94% agreed that the display of merchandize was attractive and 6% strongly agreed that the display of merchandize
was attractive.
FINDINGS
 82% agreed that the vehicle was in good condition when delivered ,16% strongly agreed with this whereas
only 2% disagreed with this.
 64% strongly agreed that the prices are affordable , 21% agreed that the prices are affordable whereas only
15% said that they neither disagreed nor agreed with this.
 55% agreed that the discounts offered are attractive , 34% strongly agreed with this while 11% disagreed
and said that the discounts offered were not attractive.
 80%agreed that the décor of the waiting area was pleasing while 20% strongly agreed that the décor of the
waiting area was pleasing
 74%agreed that the test drive was offered to them ,6% strongly agreed that the test drive was offered while
20% disagreed with this.
 59% agreed that the post sales follow ups are done regularly , 26% strongly agreed and 15%disagreed with
this.
FINDINGS
 64% agreed that the response to complaints is quick ,18% strongly agreed, 12% neither agreed nor disagreed and 6%
disagreed with this.
 82% said that the service at maruti service station is excellent , 14% strongly agreed while only 4% disagreed with
this.
 85% agreed that yes they were careful with personal information, strongly agreed with this and 8% neither agreed nor
disagreed.
 94% strongly agreed that all the commitments were fulfilled and 6% agreed with this.
 98% strongly agreed that maruti provides value for money while 2% agreed with this.
 98% said yes that they are aware about maruti insurance while only 2% said that they were not aware.
LIMITATIONS
 The sample size is only 100 so the sample may not be truly representative of the Akhnoor population.
SUGGESTION
 More advertisements should be there to make people aware about the services provided by the Jammu motors
(an authorized dealer of maruti Suzuki.)
 There should be more advertisements on TV and also the campaigning should be done.
 Product catalogues and prices list should be provided to the customers on regular basis.
 Research and development activities should be undertaken.
 More relaxing discount schemes should be provided to the customers on regular basis.
 Proper calls should be made timely to check the after sales services and for feedback.
•Theflagship workshop at Jammu motors is the best rated among the best workshops within the maruti network in
Jammu in terms of infrastructure and customer satisfaction.
•Working as a trainee at Jammu motors was a great learning experience . during 45 days training , it was great to learn
and deal with products and services of the company. The company has helped in proving a lot experience and lot of
exposure.
•On an average more than 73% people feel that the prices are affordable whereas 27% do not agree , 80% believe
that attractive discounts are offered whereas 20% are not satisfied with the discounts offered.
•20% said that the test drives are not offered and 74% said that the test drives are offered.
THANK YOU

Name: Atul Sharma

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Name: Atul Sharma

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INTRODUCTION

Name : ATUL SHARMA

Class : BBA 5th semester

Topic : COUSTOMER SATISFACTION OF MARUTI SUZUKI AT JAMMU MOTORS

 To know the perception of customers towards Jammu motors pvt ltd.

 To enhance my knowledge how to satisfy the customers.

Employees spent No. of respondents Percentage

Neither Disagree nor Agree 0 0%

Display of Merchandize No. of Respondents Percentage

Neither Disagree nor Agree 0 0%

Neither Disagree nor Agree 15 15%

Strongly Agree 52 52%

Neither Disagree nor Agree 0 0%

Strongly Agree 27 27%

Neither Disagree nor Agree 0 0%

Responds To complaints No of Respondents Percentage

Service At Maruti Service No. of Respondents Percentage of respondents

Neither Disagree nor Agree 8 8%

Value For Money No. of Respondents Percentage of respondents

Neither Disagree nor Agree 0 0%

Strongly Agree 98 98%

Maruti insurance No. of Respondents Percentage of respondents

 Research and development activities should be undertaken.

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