Académique Documents
Professionnel Documents
Culture Documents
Submitted by:
VITHAL R. DONI
Exam No. MBA05006057
CERTIFICAT
E
This is to certify that Mr. VITHAL R. DONI, K.U.D.
Date:_______
ACKNOWLEDGEMENT
This project is a great opportunity to express my heartily thanks to those people who
First and foremost, I would like to express my sincere thanks to Mr. Vivek Kalemde,
Managing Director and Mr. Vivek Karadi, the Sales manager of Shantesha Motors Pvt.
Ltd. Nehru Nagar, Belgaum for his kind guidance and valuable suggestion for my
project.
At the same juncture I would like to thank our Director Dr. S.R. Bharamanaikar for his
kind co-operation and valuable suggestions till the complete this project.
I also thank my Mentor Mr. M. N. Manik and Mr. M.M. Kundeyawale the faculty of
Marketing Management for their valuable suggestions and dynamic guidance during
I also express my sincere thanks and dedicate my work to my Parents & Family
Members who have been always a moral support and strong pillars at all walks of my
VITHAL R. DONI
DECLARATION
I hereby declare that this project report titled as " A STUDY TO MEASURE
been prepared by me as part of my academics during the year 4th Dec 2006 to 31st Dec
2006 and 1st Jan 2007 to 31st March 2007, two days in a week. For the partial
To the best of my knowledge and belief the matter presented in this report has not
been submitted earlier for the award of any degree to any university. This report is
prepared by me on my own efforts.
VITHAL R. DONI
CONTENTS
S.No. TITLES PAGE No.
I. Chapter 1
Executive Summary 01
Introduction 02
Literature review 04
Statement of the problem 18
Purpose of the study 18
19
Scope of the study
19
Objectives of the study
II. Chapter 2
Company profile 20
Organization chart 30
Sampling 31
Data collection methods 31
Research design 31
32
Measuring tools
Chapter 3
III.
Result &discussion with Charts & graphs 33
Findings 69
Recommendation 75
Conclusion 76
IV Chapter 4
.
Appendix
• Questionnaire 77
• Master Code sheet 81
Bibliography 83
EXECUTIVE SUMMARY
INTRODUCTION
LITERATURE REVIEW
EXECUTIVE SUMMARY
one of the good authorized dealers for Maruti Udyog Ltd. Today they have turn over
of20 crores, hence making them one of the Maruti dealer in India.
Shantesha Motors have the excellent network of sales and services center in Belgaum
and they are leading Maruti dealers in north Karnataka. At Belgaum Shantesha
Objectives:
To find the satisfaction Level of Swift Car Owners and to Suggest appropriate
Sample:
In order to achieve objectives of this project study, it was very necessary to collect data
Primary data:
Primary data comprises of direct responses or first hand data collected from
different respondents for Swift car. Questionnaire was used as the major tool in
collecting primary data for our research. Primary data also collected through the direct
Secondary data:
Secondary data is the data, which is not gathered for the immediate study at hand
Secondary data for the research is collected through magazines like Business World,
Therefore both the types of data were used in order to collect information for the
study.
Data analysis:
statements. To analyze collected data SPSS coding sheet has been used. and study is
Swift is most preferred and luxurious car in the B-segment and the customers
Also found the some problem faced by the company from customers where service and
Suggestions were given accordingly the respondents of surveyed, which customer prefer
and providing effective after sales service is an appropriate measures in order to attract
INTRODUCTION
It gives me immense pleasure to present you this entire project. The project emphasis
SALES AT BELGAUM CITY” The study is undertaken at Shantesha motors pvt ltd.
Belgaum.
The project focuses on measure satisfaction level towards the Swift car with respect
Literature Review:
INDIA’S leading car manufacturer Maruti Suzuki is all set to launch its
much awaited Swift Diesel car.The move is likely to stir the high end compact car
same time as in other parts of the world,the company is launching Swift Diesel within
localization level of 75.5%,making it more suitable to the Indian roads.The people are
The Swift has exponential growth in market with high competition,in the
Swift you get aircon,which Hyundai is not offered in the getz and that is big
Suauki.The auto experts say as Even if the Swift had no engine people would buy it –
concern the result of the sales is higher than the last year.
Customer Satisfaction:
strengthens the relation further and this happens at the personal level and also at the
organizational level.
that generate Customer satisfaction and dissatisfaction: basic, articulated and basic
factors may betaken as stated need and the implied need respectively. Excitement
factors are quite different in nature, their absence does not lead to dissatisfaction, but
aptly commented that excitement factors are the most difficult to identify and they
Firms should use the standard not only for immediate improvement in
customer satisfaction through effective complaint handling process but also take
strategic advantage by making the system more convenient for the customer to lodge
a complaint in order to get better ideas from the customers. This standard is suitable
Sales Promotion
Meaning of Sales promotion:
Consumer Promotion
Trade promotion.
In Indian car industry, small car segments have played a very crucial and significant
role due to its economy, efficiency and effectiveness. Due to invasion of foreign cars
into Indian markets, the pace of competition has hiked. This study will provide
solutions to the problems of the management to know the satisfaction level of the Swift
car owners. And the reason for preferring or not preferring the Shantesha motors Pvt.
Thus keeping these points in mind, a few objectives were set such as satisfaction level
of swift car and with respect to services of the Shantesha motors Pvt. ltd. The
preferences towards particular car and services or particular facility, the effectiveness
of the introduced services, causes for dissatisfaction are some objectives of this study.
PURPOSE OF STUDY
The main purpose of the study is to know the “A Study to Measure the Satisfaction level
of Swift car Owners and to Suggest appropriate measure to enhance the Sales at Belgaum
City”
This study will provide solutions to the management by understanding feedback from
particular car users. The organization should lend the services in such a manner which
will satisfy their customer in other wards the Customer satisfaction play important role in
The study will provide the solutions to the management by understanding customer
feedback, and the level of satisfaction towards the service provided by the management
To know the features considered by the customers while purchasing a Swift car.
measures.
Dealer.
FLYING HIGH
“Man who run in front of car get tired. Man who run behind car
COMPANY PROFILE
ORGANIZATION CHART
RESEARCH METHODOLOGY
COMPANY PROFILE
ORGANIZATION OVERVIEW:
Maruti Udyog Limited (MUL) was established in Feb 1981 through an Act of
Parliament, to meet the growing demand of a personal mode of transport caused by the
Suzuki Motor Company was chosen from seven prospective partners worldwide.
This was not only due to their undisputed leadership in small cars but also to their
management practices (which had catapulted Japan over USA to the status of the top
A license and a Joint Venture agreement was signed between Govt. of India and
Suzuki Motor Company (now Suzuki Motor Corporation of Japan) in Oct 1982.
3. Production of large number of motor vehicles which was necessary for economic
growth.
ORGANIZATION VISION:
"The Leader in The Indian Automobile Industry, creating Customer Delight and
1. Customer Obsession
TECHNOLOGICAL ADVANTAGE:
We have introduced the superior 16 * 4 Hypertech engines across the entire Maruti
Suzuki range. This new technology harnesses the power of a brainy 16-bit computer to a
fuel efficient 4-valve engine to create optimum engine delivery. This means every Maruti
Suzuki owner gets the ideal combination of power and performance from his car.
Our other innovation has been the introduction of Electronic Power Steering (EPS) in
select models. This results in better and greater maneuverability. In other words, our cars
PRDUCTION/ R & D:
Spread over a sprawling 297 acres with 3 fully-integrated production facilities, the Maruti
Udyog Plant has already rolled out over 4.3 million vehicles. In fact, on an average, two
vehicles roll out of the factory every minute. And it takes on an average, just 14 hours to
variants, there's a Maruti Suzuki made here to fit every car-buyer's budget. And dream.
Production Milestones
MILESTONES:
2007
2006
2005
2004
Maruti closed the financial year 2003-04 with an annual sale of 472122
units, the highest ever since the company began operations 20 years ago
2003
2002
WagonR Pride
Percent
2001
Zen Lxi
Alto Vxi
Chennai
Launch of versa
2000
New Alto
1999
Wagon R
as social initiatives
1998
1996
1995
With the launch of second plant, installed capacity reached 200,000 units
1994
production
1993
1991
Reaches cumulative indigenisation of 65 percent for all vehicles
produced
1990
Maruti 1000(970cc, 3 box), India's first contemporary sedan
1988
Installed capacity increased to 100,000 units
1987
Exported first lot of 500 cars to Hungary
1986
Maruti 800 ( New Model-796cc, hatchback Car)
Maruti 800 ( New Model-796cc, hatchback Car)
1985
Launch of Maruti Gypsy (970cc, 4 WD off-road vehicle)
1984
Omni, a 796cc MUV
Installed capacity reached 40,000 units
1983
Maruti 800, a 796 cc hatchback, India's first affordable car.
Production was started under JV A
1982
License and JV agreement signed between Maruti Udyog Ltd. and SMC
of Japan
1981
Maruti Udyog Ltd was incorporated under the provisions of the Indian Companies Act,
1956
AWARDS :
2004
companies
company
Nielson ORG-MARG
2003
Maruti 800, Maruti Zen and Maruti Esteem make it to the top 10
Maruti 800 and Wagonr top in NFO Total Customer Satisfaction Study
2003.
MUL tops in J D Power CSI (200 1) for 2nd time in a row: another
international first
2000
1999
1998
1996
1994-95
1994
welfare
1992-93
1991-92
SOCIAL WELFARE:
Welfare Camps
Every year we organize blood donation camps along with Red Cross, in which
employees donate blood. Eye check-up camps, family planning related camps and
We also run a creche for the children of construction workers, which provides food
Education to underprivileged
DPS Maruti Shiksha Kendra, an education programme for the underprivileged, was
inaugurated at DPS, Maruti Kunj recently. The objective of his project is to educate the
children of below poverty line (BPL) families from the nearby villages of Gurgaon
district. 120 students in the age group of 5-8 years have already enrolled. DPS Maruti
Kunj is providing books, writing material and uniforms, refreshment and transport
basic education to mothers of the students of DPS Maruti Kunj and surrounding villages.
Majority of students at the school is first generation learners. Therefore, the concept of
starting a movement of learning 'Chetna' for mothers has been promoted. The response
has been encouraging and about 130 mothers are attending it regularly.
ENVIRONMENT CONCERN:
• Prevent pollution.
Since the commencement of operations in 1981 we've been committed to the protection
approach depends not only upon meeting the expectations of the regulatory authorities
but achieving the high standards that we've set as a responsible corporate citizen.
our employees to the process of manufacture and finally into our products.
Our elaborate system of Free Pollution Check-Up Camps which run at regular intervals,
is designed at making the cars already on the road operate more efficiently. It also
inculcates awareness for environmental protection among the many car users of India.
MPFI
We have introduced Euro II compliant MPFI engines in all our models. Along with
our vendors, we've made investments of over Rs. 60 million for introducing MPFI
CNG
Maruti is a strong advocate of CNG, a more eco-friendly fuel alternative to diesel and
petrol. In our endeavour to provide a cleaner and greener option to the customer, we are
in the process of equipping an extensive dealer network to assist Maruti owners in fitting
CNG kits.
To recharge the aquifer, measures were taken to harvest the rain water through soak
pits, recharging shafts and water lagoons. These measures are capable of charging nearly
MARUTI CULTURE:
Our employees are our greatest strength and asset. It is this underlying philosophy that
has molded our workforce into a team with common goals and objectives. Our
Employee-
• Participative Management.
To implement this philosophy, we have taken several measures like a flat organizational
structure. There are only three levels of responsibilities ranging from the Board Of
Directors, Division Heads to Department Heads. Other visible features of this philosophy
are an open office, common uniforms (at all levels), and a common canteen for all.
also creates an environment that builds trust, transparency and a sense of belonging
amongst employees.
Telco
The battle royal in the India car market has entered the next phase. One old assumption
has been vindicated – that over 80% of the Indian car market is still confined to the small,
Quite apart from these specific lessons that each man learnt, there were several surprises
that the car market threw up. First world-class technology and quality were considered a
given now. Second, the Indian buyer had begun to expect model and engine upgrades as
upgrade their engines in less than one year after launch, the power steering option barely
And finally, while the manufacturers could continue to refer to it as the ‘Indian small car
segment ’, the buyer characteristics were anything but homogeneous. There were distinct
group with distinct preferences. And the days of one model becoming the undisputed
Hyundai: Hyundai has become the undisputed number two in the Indian auto market,
and the only one-even rivals admit- with the capability of giving leader Maruti a run for
its money in the total volume stakes though Hyundai in India currently sells just about a
Hyundai got everything right because it got the value-price–technology equation almost
perfectly right from day one. The Santro was an instant winner from the day it was
technology in the small car market, at a highly competitive price.And with easy consumer
financing available in the market,Hyundai did not have to work too hard to persuade even
entry-level car buyers to go for the Santro instead of the Maruti 800.
And when it launched mid-size Accent some time later, Hyundai proved that it could get
But despite its great start, Hyundai made two mistakes and by Maruti it is also one under
the most pressure because after zooming to the number two spot, it cannot afford to skid
in the race. But Telco’s Indica is snapping at its heels. And Maruti's backlash is
The two miscalculations that Hyundai made? First, while Hyundai Santro was harping on
the fact that it was a new generation car, it hadn't brought its latest engine technology to
India, it was a mistake that rival Matiz capitalised on once Euro-II pollution norms were
announced for the motors. Daewoo most of the fact that every Matiz was Euro-II
complaint –while Hyundai could offer an Euro-II version only at a higher price. Though the
latter moved quickly in a damage-control exercise, the Santro did lose a bit of its sheen.
But worse for Hyundai, it-miscalculated demand for its cars. The result: when demand
peaked for the Santro, it was in no position to offer the car off-the-shelf like its rivals.
Buyers had to wait for three months to get a Santro after booking it.
Hyundai is moving fast to sort out its capacity problem. Work will soon start on the
second phase of its Sriperumbudur car project, one year ahead of what was initially
planned. An additional investment of $400 million will help expand capacity from 1.2
That apart, the big worry for Hyundai is that other than the Santro (the Atos in Korea), it
doesn't 'have any other small car in its armoury. Unlike Suzuki which is primarily a small
car specialist, Hyundai can only introduce bigger cars in the Indian market either from its
own product range, or those of Kia Motors, which it took over last year.
And the car maker is planning to do precisely that. Over the next two years, It plans to
offer the Sonata, priced at around Rs "12 lakh, m the segment above the Astra/Lancer/City
category. 'The Sonata is a niche product. We hope to sell about 250 cars a month," says
Gandhi. Also, Hyundai will be launching a sports utility vehicle (SUV), currently under
development in Korea.
Hyundai is looking a bit vulnerable now because globally it is a minnow in the car
market. St lacks the sheer money power and product muscle to keep fighting the Fords and
Telco in any market. And if Ford does take over Daewoo Motors, Hyundai's number two
When it first announced its plans,' scepticism abounded. With dozens of global car makers
hitting the Indian market with new products, few people would have given Telco much of a
chance with an indigenously-developed car. Especially since Telco did not boast a great
reputation for developing even world-class commercial vehicles, forget passenger cars.
again. It had got its car and engine developed abroad - but all that was marred by the
production
quality of the cars when they rolled out of the Telco plant in Pune. The Indica was riddled
with quality problems. A year down the line, almost everyone grudgingly admits that the
Indica has been a success. The Telco formula of pushing the biggest small car with a
rugged diesel engine has been a major hit in the semi-urban and rural markets.
Rajesv Dube, general manager, commercial (passenger cars), Telco, points out the
company's biggest advantage: low costs, fin other words, Telco can recover the costs of
introducing a new car at a much lower volume of sales than its rivals can. But the flip side
is that all global giants can amortise the costs of development by selling the same car
At the moment though, the Telco strategy is to tap the niches first. The Indica, with the
diesel engines being pushed hard, was clearly aimed at a segment none of the rivals was
addressing. Similarly, the new car Magna it is planning to launch is again expected to be
a niche car addressing a particular need \n the Rs 12-16 lakh car segment. And in the SUV
market, Telco has already introduced the premium Safari, which again focuses on a
small niche.
Fiat the Auto Titan was established in 1899 by Giovanni Agnelli. The company first set
its foot on the Indian Turf in the year 1905, with the appointment of Mumbay Motor Cars
Agency as its Sales Agent. The relationship with India was further strengthened when it
signed a licence and servicing contract with Premier Automobiles Limited (PAL), paving
the way for manufacturing and selling of 1100 and 1100D Fiat, Padmini, Uno and the
latest offering being the cars from the project "178 World Car" range which includes
The company’s pivotal interest remains automobiles. It has the most admired and sought
after models worldwide to boast of which includes Fiat Lancia, Ferrari, Maserati, Alfa
Romeo etc., Siena being the latest offering to the Indian consumers.
Fiat is the only automobile manufacturer to have won the most coveted "EUROPEAN
CAR OF THE YEAR" award for a record nine times, more than any other car
manufacturer. These awards have not made the group complacent as it strives to achieve
the best in all aspects, which include the people, environment, technology and
energy.This is seen in the company’s endure towards Environmental issues and co-
Fiat has ambitious plans for making India its operational hub and plans to invest one
Later the company introduced the Uno — Europe’s favourite car for the last two decades
into India. The Fiat 178 World Car Project has been developed specifically to expand
production in overseas markets. This project includes international-class cars like the
Siena sedan, the Siena Weekend station wagon and the Palio hatchback.
Fiat has achieved a high level of localization for all its cars, and is making world-class
cars available in India at even more competitive and affordable prices. Fiat Automobiles
SpA owns the most-admired and sought-after models worldwide, including the Fiat
Fiat is the only automobile manufacturer in the world that has won the coveted European
Car of the Year award nine times. It is also the only company in the world that
In the pipeline are ambitious plans to make India its operational hub in Asia in the future
Udyog Ltd, for Marketing, Sales, Maruti Genuine Spares, Maruti Genuine Accessories,
HISTORY:
the good authorized dealers for Maruti Udyog Ltd. Today they have turn over of20
Shantesha Motors have the excellent network of sales and services center in Belgaum
and they are leading Maruti dealers in north Karnataka. At Belgaum Shantesha
showroom is located near to K.L.E Hospital. The workshop located at Nehru Nagar.
carries out after sales operations, free service, paid service and Running repairs. Besides
this the workshop also in to selling of pre-owned cars and Ranks First for the sale of pre-
owned cars in India. The stockyards situated at attach to showroom carries the pre-
delivery inspection of all the vehicles and gets them ready for the sales. It has paved
to ensure that
following manner.
1. QULITY MANUAL
The quality manual describes the ISO 9001: 2000 standards adapted at
Shantesha Motors.
the detail of how the processes in the organization are being conducted, control and
The work instructions and checklist contains how the specified activities are to
be carried out.
The forms and records support the activities carried out and controlled.
Management Commitment:
through leadership and actions. The management shall provides the basic infrastructure
Ensures that the policy is understood, implemented and maintained at all the
management reviews.
The Field executives visit the customers and explain the features of the vehicle to
them
The order booking forms duly collected from the customer and clarity with
regard to the terms and conditions are explained and the copy id handed over to customer
booking forms
The delivery is insured as per the checklist duly explaining all the features
Customer Focus at Service: a) The customer can book the vehicle for the
d) The customer can bring their vehicle for servicing without booking. However such
vehicle shall be accepted only after ensuring that there is enough capacity for the
booked vehicles.
e) On the bases of kilometers run by the vehicle and customer requirement, the
customer shall explained about the type of the servicing/repairs and spare
parts required and to ensure that the service station has the required capacity
f) Before accepting the vehicle, a mutually acceptable delivery time and date is
h) All the details of the work required along with the date and time of the
delivery and the established cost shall be recorded in the job order card before
i) Incase of any change in the terms any change in the services, the cost or the
delivery time then the client shall be informed verbally over the phone and
Quality Policy: The management of Shantesha Motors shall always remain committed to
its objectives for quality for with the main thrust on meeting the customer expectation
and requirements.
policy.
system"
The management ensure that the policy is understood implemented and maintained at all
vehicles.
cards.
cards.
month.
We ensure to conduct 4 internal audits and 4 MRM's per financial year of quality
management system.
following.
The various models of vehicles from Maruti Udyog Ltd sold and serviced at
Shantesha Motors.
The external manual acquired from Maruti Udyog Ltd to sell and service the
vehicles.
The various models of vehicles from Maruti Udyog Ltd. Sold and serviced
at Shantesha Motors.
Maruti-800 car
Maruti omni
Zen
Alto
Wagon-R
Esteem
Versa
Baleno
Vitara
Swift
Running repair.
The external manuals acquired from Maruti Udyog Ltd. To sell and service the
vehicles.
Marketing circulars
Service manuals
Service circulars
Service bulletin
Warranty bulletin
catalogue
Spare parts
bulletin
experience.
b) There exists well-defined system to identify and provide training to all the
from MUL.
maintain.
Identification:
1. New vehicle, which has completed pre-delivery inspection, shall be identified as PDI-
OK on the windshield, MUL Invoice and job order card, PDI and stockyard egister.
3. Inspection and test status of service/repair of vehicles shall be identified through the
4. Completed job order card and the stamp of the final inspector shall identify Final OK
vehicles.
guidelines.
6. Identification of new vehicles is by its colour, model, chassis and engine Nos., MUL
Traceability:
1. Traceability shall be established though vehicle registration No. Job order number
2. Traceability of new vehicle at stockyard is established through chassis and engine No,
Customer Satisfaction:
1. Feedback received from the customer on their perception and service experience
Internal Audit:
examine
1. Pre-sales process is monitored and measured by the number of enquires and the
closure of sales.
delivery, SSI%.
3. In service, repeat jobs, customer complaints, feedback card %, CSI%, PSF%, final
Improvement
Continual Improvement
Shantesha Motors, Belgaum shall continually improve the effectiveness of the Quality
as use of audit results, management review meeting decisions, analysis of data, corrective
Corrective Action:
Customer complaints
Repeat Jobs
Road test
Final inspection
External Audits.
Preventive Action
determined during MRM, Meetings and Audits and Analysis of Customer Feedback.
SWIFT
Window to Swift
eye-catching, more spacious, more refined and more Segment Biggest USP
Company
Eye-Catching
Maruti Suzuki 'B'
Design
The new model of Japanese engineering is all set to roll out on Indian roads in the year
2007. Its European style of design laden with dream-like handling is ready to boost its
share in the Indian market with its Maruti Swift 2007 model. It now aims to expand its
share with Maruti Swift which is currently dominated by Hyundai Getz and Fiat.
The diesel version of new Maruti Swift comes at ex-showroom price of Rs. 4.6 lac and
above. It is priced at Rs. 4.84 lac in Mumbai where as the ex-showroom price is lesser in
Delhi at around Rs. 4.68 lac. The estimated on road price for the new Maruti Swift 2007
The new Maruti Swift 2007 is available in LDi and VDi models. The new LDi and VDi
models are equivalent to earlier LXi and VXi models and they have taken the market by
storm with the economical features provided. Currently, there is no equivalent to the ZXi
model of earlier Maruti Swift 2005 models. It gives all the luxuries of a basic car owner
in the most economical price band. Dimensions of the new Maruti Swift 2007 diesel
model are same as the petrol model, however; the diesel version experiences an increased
and is a perfect beauty. However, if you are looking at more space and head roof Maruti
The new diesel model of Maruti Swift has surprised Indian customers with its improved
and powerful version of engine. The engine, manufactured under license from Opel and
Fiat, has already bagged the "Engine of the Year 2005" award in Europe in the 1 to 1.4 lt.
category. It is turbocharged with 1.3 lt. DDiS or Deisel Direct Injection System that lends
190 nm torque which enables only 4.6 lt of fuel consumption per 100 km. This engine is
supposed to be world's smallest engine with four cylinders. Each cylinder is four valve
cylinders and has inline cylinder configuration. With better performing engine, experts
hope that this diesel version would produce lesser noise than its contemporaries
Maruti Swift
Competing with the other cars of Maruti, Maruti Swift is gradually making its position in
the world of mid-sized family car. Maruti Swift has come up with the special technical
6000 rpm.
Maruti swift is equipped with various safety features and well advanced equipments.
Model Variants
Color Variants
Celebrities on car:
especially for the Suzuki stable. Mini meets Megane!”In the Swift, you get automatic
aircon, which Hyundai has not offered in the Getz and that is a big plus .”Even if the
Swift had no engine, people would buy it-and that’s because of its outrageous concept car
looks.
Engine
Capacity : 1298cc
Number of cylinders : 4
Number of valves : 16
Bore x Stroke : 74.0 x 75.5 mm
Compression ratio : 9.0:1
Maximum power : 87bhp @ 6000rpm
Maximum torque : 113Nm @ 4500rpm
Fuel distribution : Multipoint injection
Transmission
Type : Five-speed manual, with
one reverse
Gear ratios : 1st 3.545 4th 0.966
2nd 1.904 5th 0.757
revers
3rd 1.280 3.272
e
Dimensions
Overall length : 3695mm
Overall width : 1690mm
Chassis
Steering : Rack & pinion, power assisted
Brakes Front : Ventilated Discs
Rear : Drums
Suspension Front : MacPherson strut and coil spring
Rear : Torsion beam and coil spring
Weights
980 kgs. [LXi] / 1000 kgs. [VXi] /
Kerb weight :
1010 kgs. [ZXi]
Gross vehicle
: 1415kgs
weight
Fuel tank
: 43 litres
capacity
Source : http://www.marutiudyog.com/
Awards
Price Tag
Color Variants
Swift
RESEARCH METHODOLOGY
Descriptive Research :
The research carried out was a descriptive type of Research.
Selection of Sample:
Sampling allows us to concentrate our attention upon relatively swift car owners, hence
devote more energy to ensure that the information collected from them accurate.
SAMPLING METHOD: Belgaum city has maximum Swift cars. in that the
RESEARCH DESIGN
due to its economy, efficiency and effectiveness. Due to invasion of foreign cars into
Indian markets, the pace of competition has hiked. This has brought into market, number
This study will provide solutions to the problems of the management to know the
satisfaction level of the Swift car owners. And the reason for preferring or not
preferring the Shantesha motors pvt ltd services, by the swift car customers.
Thus keeping these points in mind, a few objective were set such as satisfaction
level of swift car and with respect to services of the Shantesha motors pvt ltd. The
preferences towards particular car and services or particular facility, the effectiveness
of the introduced services, causes for dissatisfaction are some objectives of this study.
2.Model development:
To know the features considered by the customers while purchasing a Swift car
To know the facilities/services expected by the customers from the dealer of swift
cars.
The information necessary for this survey is collected by tapping primary and
secondary data.
Primary data:
a) Questionnaire
b) Personal interaction
Secondary data:
b) Organization Report
MEASURMENT TECHNIQUES :
The measurement technique used for this project are Questionnaires and
attitude scales.
SELECTION OF SAMPLE :
Sampling allows us to concentrate our attention upon relatively swift car owners, hence
devote more energy to ensure that the information collected from them accurate.
Data Analysis
Data are useful only after analysis. Data analysis involves Converting a series recorded
Primary data:
Primary data comprises of direct responses or first hand data collected from
different respondents for Swift car. Questionnaire was used as the major tool in
collecting primary data for our research. Primary data also collected through the direct
Secondary data:
Secondary data is the data, which is not gathered for the immediate study at hand
Secondary data for the research is collected through magazines like Business
Therefore both the types of data were used in order to collect information for the
study.
MEASURING TOOLS:
Data are useful only after analysis. Data analysis involves Converting a series recorded
Research Analysis
Research findings
Recommendation
Conclusion
Percent Percent
Valid Need 31 31.0 31.0 31.0
Comfort 11 11.0 11.0 42.0
Status 48 48.0 48.0 90.0
Stylish 10 10.0 10.0 100.0
Total 100 100.0 100.0
60
50
40
30
20
Percent
10
0
Need Comfort Status Stylish
Interpretation: The above graph reveals that 48% of the respondents opt four wheeler
for status,31% of respondents for the need on the regular bases,11% of the respondents
opt for comfort of service, and 10% of the respondents opt four wheeler for the style .
The majority of respondents are opt swift car for their status and need for regular bases.
Percent Percent
Valid TV Ads 33 33.0 33.0 33.0
customers
Magazines 24 24.0 24.0 78.0
Friends 12 12.0 12.0 90.0
Internet 10 10.0 10.0 100.0
Total 100 100.0 100.0
40
30
20
10
Percent
0
T.v Ads Magazines Internet
Existing customers Friends
Interpretation: From the above graph shows that 33% of the respondents came to know
respondents through the existing customers and 12% of respondents from friends,10%
of respondents through internet. The above graph explained that majority of respondents
Percent
Valid Mileage 6 6.0 6.0 6.0
Aesthetics 46 46.0 46.0 52.0
Safety 18 18.0 18.0 70.0
Feature
Luxuries 30 30.0 30.0 100.0
Total 100 100.0 100.0
50
40
30
20
10
Percent
0
Mileage Aesthetics Safety Feature Luxuries
Interpretation: From the above graph reveals that 46% of the respondents prefer for
Aesthetics, 30% of the respondents prefer for conscious luxuries, 18% of the respondents
for safety features and 6% of respondents prefer swift cat for mileage. The above graph
states that the customers are eager to buying car Swift car through various attributes of
car.
Percent Percent
Valid Complete Satisfied 48 48.0 48.0 48.0
Satisfied 35 35.0 35.0 83.0
Neither Satisfied 9 9.0 9.0 92.0
Dissatisfied 8 8.0 8.0 100.0
Total 100 100.0 100.0
50
40
30
20
Percent
10
0
CompleteSatisfied Satisfied Neither Satisfied Dissatisfied
Interpretation: The above graph is explaining about the satisfaction level towards
SMPL service, 48% of the respondents are having the opinion that they are satisfactory
level,35% of the respondents surveyed are having the opinion that they are satisfied,9%
of the respondents surveyed are having the opinion that neither satisfied or nor
dissatisfied and 8% of the respondents are having opinion that they are not satisfied. The
majority of the respondents are satisfied with the services and the satisfaction level can be
Q5.Please rank the following features in the order of priority while making a buying
Percent Percent
Valid Aesthetic 39 39.0 39.0 39.0
Price 21 21.0 21.0 60.0
Mileage 21 21.0 21.0 81.0
Maintenan 19 19.0 19.0 100.0
ce
Total 100 100.0 100.0
40
30
20
10
Percent
0
Aesthetic Price Mileage Maintenance
Interpretation: The above graph reveals that the rank wise percentage of customer
Aesthetic,21% of the respondents for the price of car,21% of the respondents ranked for
mileage and 19% of the respondents ranked for maintenance. The above states that the
Percent Percent
Valid Quick Service 43 43.0 43.0 43.0
Informative Salesman 31 31.0 31.0 74.0
Prompt Discount on 21 21.0 21.0 95.0
spares
Finance Facilities 5 5.0 5.0 100.0
Total 100 100.0 100.0
50
40
30
20
10
Percent
0
Quick Service Prompt Discount on s
Informative Salesman Finance Facilities
Interpretation: The above graph is explained the facilities expected by customers at the
time of buying a four wheeler car.43% of the respondents preferred for the quick service,
31% of the respondents prefer and need the facility of informative salesman, 21% of the
facility of finance facilities. The majority of the respondents are for quick services and
informative salesman.
50
40
30
20
Percent
10
0
Price Style Maintenance Fuel efficency
Interpretation: The above graph reveals that the rate given by the respondents to their
cars.56% of the respondents rated for price, 28% of the respondents rated for style and
features of cars,9% for the maintenance and 7% of the respondents rated for fuel
efficiency. The above states that the Owners of Swift car are very stylish and offered for
Q8.If you were to buy a new car which means of Finance would you Prefer
Percent Percent
Valid Bank Loan 67 67.0 67.0 67.0
Car Loan 33 33.0 33.0 100.0
Total 100 100.0 100.0
70
60
50
40
30
20
Percent
10
0
Bank Loan Car Loan
Interpretation: From the above graph explained that 67% of the respondents preferred
for Bank Loan, 33% of the respondents preferred Bank Loan as means on finance of car
Loan. The majority of respondents states that they preferred Loan while buying a new
car.
Percent Percent
Valid Strongly 54 54.0 54.0 54.0
agree
Agree 46 46.0 46.0 100.0
Total 100 100.0 100.0
50
40
30
20
Percent
10
0
Stronglyagree Agree
Interpretation: From the above graph we come to know that 54% of the respondents
strongly agree and 46% of the respondents agreed to say that Swift car resurrecting brand
image in the market. The above states that the economic level of Swift car is exponential
FINDINGS
1. According to survey it is found that 48% of respondents opt four wheeler for the
status, as the first most crucial feature considered while purchasing a car,and31%
for the comfort of service and 10% of the respondents opt for stylish.
2. It is found that 33% of the respondents came to know about the swift car through
T.V advertisements and 24% of the respondents came to know about the car
customers and 12% of the respondents through friends, only 10% of the
3. It is found that 46% of the respondents preferred only swift for Aesthetics,30% of
the respondents preferred for luxurious and 18% for the safety features and very
4. It is found from the survey that 48% of the respondents are satisfactory by SMPL
Services, 35% of the respondents are having opinion satisfied, 9% for neither
for the Aesthetics of a car. Twenty one (21%) of the respondents preferred for the
competitive price of a car. Nineteen (19%) of the respondents preferred for the
maintenance and comfort. The majority of the respondents are preferred for the
6. It is found that 43% of the respondent prefer Quick service as the most preferred
7. It is found that 67% of the respondent prefer for Bank loan as the most preferred
means of finance. And 33% of the respondents prefer for finance means car
Loans.
8. It is found from the survey that 54% of the respondents are strongly agree that
Swift car created resurrecting brands in the market and 46% of owners of Swift
car are also agreed to say that created resurrecting brands in competitive price
RECOMMENDATIONS
1. According to surveyed respondents found that Mileage, Price, Style and the Comfort
are the most sought after features one looks at, while buying a car. on the higher side is
the fuel efficiency, the spare parts availability and maintenance costs are other features,
Which one should look into buying a car, So manufacturer has to consider these aspects
2. 43% of the respondents preferred for quick facilities or services from the Dealer, so
need to provide quick and fast services to customers and 31% of the respondents
preferred for informative sales man there is need for informative sales man for accurate
information about cars.21% of the respondents preferred for discounts so Dealer should
3. Company should need to provide most effective service to its customers through
4. Online sales promotion have been booming in recent years due to the over –whelming
increasing sale of Swift cars that will create exponential growth in market.
5. Most of Customers preferred for Bank Loan facilities rather than Financial institutions,
so the company should provide facility, where (67%) of the customers preferred for Bank
loan and 33% of the customers preferred for financial institutions. so company should
6 Discount on accessories and Spare parts act as influencing factor for purchasing
decision. So Dealer can give appropriate discounts on spares and accessories after sales.
CONCLUSION
Belgaum although a small city, is dwelled by middle and higher-class people in majority.
Thus the market for four-wheeler has never been a dearth here. But of all the varieties of
cars available here but most of customer preferred only small cars.
Customers in this area need to change into their lifestyle. This has fostered the entry of
new variety of Small cars available nationwide to flourish in this market. This has
enhanced the competition in car market but Maruti with stood this competition by rating
in the market share to be highest by launching new Swift Car in Indian Market.
The results of the survey conducted showed that customers are eager to purchase a Maruti
Suzuki branded cars. So the buying behavior of customers that most of the customers
purchase a car based on Mileage followed by price and maintenance of car. Finally I
would conclude that Swift is more eyecatching.more refined and more User friendly. It is
whole lot of enjoyable to drive than anything else in the compact car category.
QUESTIONNAIRE
BIBLIOGRAPHY
QUESTIONNAIRE
Contact No:
2.What is your occupation?
a. Need b. comport
c. Status d. Stylish
a. Mileage b. Aesthetics
c. Safety features d. Luxuries
e Any other specify
7.Please rank the following features in the order of priority while making a buying
decision for a four wheeler (1 for the most preferred and 8 for least preference.
1. Aesthetic/Look
2. Price
3. Mileage
4. Maintenance
5. Safety features
6. Space
7. Company service comport
10.If you were to buy a new car which means of finance would you prefer
a. Bank Loan b. Car Loan
c. Cash payment e. Employee Loan
Any other specify
THANK YOU
BIBLIOGRAPHY
REFERANCE BOOKS:
Auto magazines
INTERNET WEBSITES:
WWW.MARUTIUDYOG.COM