a study to measure satisfaction level of swift car owners and to suggest appropriate measure to...

SHANTESHA MOTORS PVT. LTD.

People’s Education Society and Trust’s

Belgaum Institute of Management Studies,MBA, Belgaum.

(Approved by AICTE & Affiliated to Karnatak University Dharwad)

“A STUDY TO MEASURE SATISFACTION LEVEL OF SWIFT CAR OWNERS

AND TO SUGGEST APPROPRIATE MEASURE TO ENHANCE SALES AT

BELGAUM CITY”

A Report Submitted in Partial Fulfillment of

the Requirement for the Award of

MASTER’S DEGREE IN BUSINESS ADMINISTRATION2006-2007

Submitted by:

VITHAL R. DONI Exam No. MBA05006057

Institute Guide: Company Guide: Mr. M.M. Kundeyawale Mr. Vivek Karadi

Faculty (Marketing) Sales Manager PEST’s BIMS, MBA, Shantesha Motors Pvt. Ltd. Belgaum. Nehru Nagar, Belgaum.

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)


People’s Education Society and Trust’s

Belgaum Institute of Management Studies, MBA

Adjacent to KUD PG Center, Bhutramanhatti, Belgaum.(Recognized by AICTE, New Delhi & Affiliated to Karnatak University Dharwad.)

This is to certify that Mr. VITHAL R. DONI, K.U.D.

Examination No. MBA05006057 of MBA IV Semester has

successfully completed his Major Concurrent Project 2006-

2007 for the said period of 2 months from 4th December

2006 to 31st December 2006 and 1st January 2007 to 31st

March 2007, two days in a week.

Project Guide Director

Date:_______


CERTIFICATE


ACKNOWLEDGEMENT

This project is a great opportunity to express my heartily thanks to those people who

timely supported me a long way in the completion of project report.

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.

I acknowledge gratefully, the assistance and co-operation of the management and

employees of Ashok Iron Works Pvt. Ltd.

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 the

completion of the project.

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

life and at every stage with a cheer enthusiasm.

VITHAL R. DONI



DECLARATION

I hereby declare that this project report titled as " A STUDY TO MEASURE

SATISFACTION LEVEL OF SWIFT CAR OWNERS AND TO SUGGEST

APPROPRIATE MEASURE TO ENHANCE SALES AT BELGAUM CITY” It has

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

fulfillment of degree of "Master of Business Administration", under the guidance and

supervision of our Director Dr. S.R. Bharamanaikar, at Belgaum Institute of

Management Studies, Belgaum.

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



CONTENTSS.No. TITLES PAGE No.

I. Chapter 1 Executive Summary Introduction Literature review Statement of the problem Purpose of the study Scope of the study Objectives of the study

01020418181919

II. Chapter 2 Company profile Organization chart Sampling Data collection methods Research design Measuring tools

203031313132

III. Chapter 3 Result &discussion with Charts & graphs Findings Recommendation Conclusion

33697576

IV. Chapter 4

Appendix Questionnaire Master Code sheet

Bibliography

7781

83



EXECUTIVE SUMMARY

INTRODUCTION

LITERATURE REVIEW

STATEMENT OF THE PROBLEM

SCOPE OF THE STUDY

OBJECTIVES OF THE STUDY



EXECUTIVE SUMMARY

"We at Shantesha pledged to make quality a way of life through

commitment for Continuous improvement and customer satisfaction” with this

statement Shantesha Motors commenced its operation on 20/5/2000 in Belgaum and is

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

showroom is located near to K.L.E Hospital.

Objectives:

To find the satisfaction Level of Swift Car Owners and to Suggest appropriate

Measure to enhance the Sales at Belgaum City.

Sampling: Descriptive Research Method.

Sample Frame: All Swift Car Owners in Belgaum City.

Sample:

Element : Car Owners

Extent : Belgaum City

Duration : Dec 2 to April 20, 2007

Sample Size : 100 Swift car owners.



Data Collection Method:

In order to achieve objectives of this project study, it was very necessary to collect data

for different information required.

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

interview with the respondents.

Secondary data:

Secondary data is the data, which is not gathered for the immediate study at hand

but for some other purposes.

Secondary data for the research is collected through magazines like Business World,

newspapers, Auto magazines and internet etc.,

Therefore both the types of data were used in order to collect information for the

study.

.



Data analysis:

Data analysis involves converting recorded observation into descriptive

statements. To analyze collected data SPSS coding sheet has been used. and study is

restricted in Belgaum city.

Findings and Suggestions:

Swift is most preferred and luxurious car in the B-segment and the customers

are satisfied with service provided by Shantesha motors Pvt ltd.

Also found the some problem faced by the company from customers where service and

financial loan concerned.

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

and retain customers in long time.



INTRODUCTION

It gives me immense pleasure to present you this entire project. The project emphasis

on “A STUDY TO MEASURE SATISFACTION LEVEL OF SWIFT CAR

OWNERS AND TO SUGGEST APPROPRIATE MEASURE TO ENHANCE THE

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

to enhance sales at Belgaum city.

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

segment as well as the mid-size seaden market to an extent.

As in the case of Swift petrol,which was launched in India around the

same time as in other parts of the world,the company is launching Swift Diesel within

a few months of launching it in Europe .The Diesel engine at present has a

localization level of 75.5%,making it more suitable to the Indian roads.The people are

eager to look at change in automobile industry.

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

plus.Unabasehedly stylish.with a clear sense of muscularity car in a history of Maruti

Suauki.The auto experts say as Even if the Swift had no engine people would buy it –


SHANTESHA MOTORS PVT. LTD. and that’s because of its outrageous concept car looks.As per the present surveyed

concern the result of the sales is higher than the last year.

Customer Satisfaction:

One of the key requirements of customer satisfaction is to

amicably solve any customer complaint/problem. Often a problem well solved

strengthens the relation further and this happens at the personal level and also at the

organizational level.

Bond111 and et.al,identified three different sets of critical –to-quality(CTQ)Factors

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

their presence in products/services generate high levels of satisfaction, they have

aptly commented that excitement factors are the most difficult to identify and they

have to be discovered along with the customer. An effective complaint handling

process helps identify these factors.

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

for both big and small organization.



Sales Promotion

Meaning of Sales promotion:

An activity designed to boost the sales of products or service. It may include an

advertising campaign, increased public relation activity, a free-sample campaign,

offering free gifts or trading stamps, arranging demonstrations or exhibitions, setting

up competitions with attractive prizes, temporary price reductions, door-to-door

calling telemarketing, personal letters on the methods.

Categories of the sales promotion. :

The most common sales promotion strategies are to target the

audience of promotion such as consumer, trade and sales force.

Consumer Promotion

Trade promotion.



STATEMENT OF THE PROBLEM

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.

Ltd. services, by the swift car customers.

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 success of any organization

SCOPE OF THE STUDY

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

or organization. Through this study the management will know

To study the reason why people opt four-wheeler

To know the features considered by the customers while purchasing a Swift car.

To know the satisfaction level of Swift car owners

To know the reason for preferred only Swift car

To suggest appropriate measure to enhance its sale at Belgaum city



OBJECTIVES OF THE STUDY

1. To know the satisfaction level of swift car through various

measures.

2. To understand competitive advantage towards other car segments

3. To find opinions of respondents as regards to their state of level of

satisfaction w.r.t swift car

4. To understand the facilities /service expected by customers from

Dealer.

5. To suggest appropriate measure to enhance the sales of swift car



FLYING HIGH

“Man who run in front of car get tired. Man who run behind car

get exhausted. But the man on wheels get lifted”

COMPANY PROFILE

MARUTI UDYOG LTD.

SHANTESH MOTORS PVT. LTD.

ORGANIZATION CHART

RESEARCH METHODOLOGY


SHANTESHA MOTORS PVT. LTD. INTRODUCTION ABOUT SWIFT



COMPANY PROFILE

MARUTI UDYOG LIMITED

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

lack of an efficient public transport system.

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

commitment to actively bring to MUL contemporary technology and Japanese

management practices (which had catapulted Japan over USA to the status of the top

auto manufacturing country in the world).

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.



The objectives of MUL then were:

1. Modernization of the Indian Automobile Industry.

2. Production of fuel-efficient vehicles to conserve scarce resources.

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

Shareholder's Wealth; A pride of India."

OUR CORE VALUES:

1. Customer Obsession

2. Fast, Flexible and First Mover

3. Innovation and Creativity

4. Networking and Partnership

5. Openness and Learning



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

have become more pleasurable to drive.

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

make a car. More importantly, with an incredible range of 11 models available in 50

variants, there's a Maruti Suzuki made here to fit every car-buyer's budget. And dream.



Production Milestones

1 st vehicle produced, December 1983

1,00,000 vehicles produced by August, 1986

5,00,000 vehicles produced by June, 1990

10,00,000 vehicles produced by March, 1994

15,00,000 vehicles produced by April, 1996

20,00,000 vehicles produced by October, 1997

25,00,000 vehicles produced by March, 1999

30,00,000 vehicles produced by June, 2000

35,00,000 vehicles produced by December 2001



MILESTONES:

2007

The Zen Estilo launched in Feb, 2007

Maruti SWIFT (Diesel)

2006

The car of the Year Maruti SWIFT.

2005

The fiftieth lakh car rolls out in April, 2005

Growth in overall sales by 15.8%



2004

New (non AlC) variant of Alto

Alto becomes India's new best selling car

LPG variant of 'Omni Cargo'

Versa 5-seater, a new variant

Baleno LXI, a new variant

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

New Suzuki Grand Vitara XL-7

Redesigned and all-new Zen

New upgraded WagonR

Enters into partnership with State Bank of India

Production of 4 millionth vehicle. Listed on BSE and NSE after a public

issue oversubscribed 10 times

2002

WagonR Pride

Esteem Diesel. All other variants upgraded

Maruti Insurance. Two new subsidiaries started: Maruti Insurance

Distributor Services and Maruti Insurance Brokers Limited


SHANTESHA MOTORS PVT. LTD. Alto Spin LXi, with electronic power steering

Special edition of Maruti 800, India's first colour-coordinated car

Maruti True value in Mumbai

Maruti Finance in Mumbai with 10 finance companies

Suzuki Motor Corporation (SMC) increases its stake in Maruti to 54.2

Percent

2001

Zen Lxi

Maruti True Value launched in Bangalore and Delhi

Maruti Versa, India's first luxury MPV

Alto Spin LXi, with electronic power steering

Alto Vxi

Customer information centers launched in Hyderabad, Bangalore and

Chennai

Launch of versa

2000

First car company in India to launch a Call Center

New Alto

Altura, a luxury estate car



IDTR (Institute of Driving Training and Research) launched jointly with

the Delhi government to promote safe driving habits

1999

Maruti 800 EX ( 796cc, hatchback car)

Zen LX (993cc, hatchback car)

Zen VXi (993cc, hatchback car with power steering)

Omni XL ( 796cc, MUV, high roof)

Baleno (1600cc, 3 Box Car)

Wagon R

Launch of Maruti - Suzuki innovative traffic beat in Delhi and Chennai

as social initiatives

1998

Maruti launches website as part of CRM initiatives

Zen D (1527 cc diesel, hatchback car)

Zen VX & Zen VX Automatic

New (Omni & Omni E) (796cc, MUV)

Launch of website as part of CRM initiatives


SHANTESHA MOTORS PVT. LTD. 1997

1998 Esteem (1299cc, 3 box car) LX, VX and AX

New Maruti 800 (796cc,hatchback Car) Standard and Deluxe

Produced the 2 millionth vehicle since the commencement of production

1996

Gypsy (E) (970cc, 4WD 8 seater)

Omni (E) (796cc, MUV, 8 seater)

Gypsy King (1298cc, 4WD, off road vehicle)

Zen Automatic (993cc, hatchback car)

Esteem 1.3L (1298 cc, 3 box Car)AX

Launch of 24-hour emergency on-road vehicle service

1995

Esteem 1.3L (1298 cc, 3 box car)VX

With the launch of second plant, installed capacity reached 200,000 units

1994

Esteem1.3L (1298cc, 3 box car) LX Produced the 1

millionth vehicle since the commencement of

production

1993

Zen(993cc, hatchback Car), which was later exported in Europe and

elsewhere as the Alto



SMC increases its stake

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

Maruti Suzuki was No.1 in Customer Satisfaction, No.1 in Sales

Satisfaction No.1 in Product Quality (Esteem and Alto) and No.1 in

Product Appeal (Esteem and Wagon R)

No.1 in Total Customer Satisfaction (Maruti 800, Zen and Alto)

Business World ranked us among the country's five most respected

companies

Business World ranked us the country's most respected automobile

company

Voted Manufacturer of the year by CNBC

Voted one of India's Greenest Companies by Business Today-AC

Nielson ORG-MARG

2003

Maruti 800, Maruti Zen and Maruti Esteem make it to the top 10

automotive brands in "Most Trusted Brand survey 2003"

J D Power ranked 3 models of Maruti on top: Wagonr, Zen and Esteem

Maruti 800 and Wagonr top in NFO Total Customer Satisfaction Study

2003.

MUL tops in J D Power CSI (200 1) for 4th time in a row



MUL tops in J D Power CSI (200 1) for 2nd time in a row: another

international first

2000

Maruti bags JD Power CSI – 1st rank; unique achievement by market

leader anywhere in the world

1999

MSM launched as model workshop in India; achieves highest CSI rating.

Central Board of Excise & Customs awards Maruti with "Samman

Patra", for contribution to exchequer and being an ideal tax assessee

1998

CII's Business Excellence A ward

1996

Maruti wins INSSAN award for "Excellence in Suggestion Scheme"

Awarded the Star Trading House status by Ministry of Commerce

1994-95

Engineering Exports Promotion Council's award for export performance

1994

Best Canteen award among Haryana Industries as part of employee

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

otherhealth camps are also organized periodically.

Medical support & welfareThe employees of Maruti have always donated generously to people affected by natural

calamities. They contributed Rs. 2 million to rehabilitate earthquake victims in Latur.

We also run a creche for the children of construction workers, which provides food

shelter and education for 85 children.

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

facilities to these children.



Education Programme for mothers

'Chetna', an education programme for mothers - is an another endeavour to provide

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:

Our environment Policy:

Prevent pollution.

Promote energy reduction and use of alternative energy.

Manage/ reduce those materials that put stress on environment.

Promote the three R's (Reduce, Reuse, Recycle).

Promote "Green" procurement.

Provide our employees with environmental education to

increase their awareness.

Since the commencement of operations in 1981 we've been committed to the protection

of the environment and conservation of non-renewable .energy sources. Our proactive

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.


SHANTESHA MOTORS PVT. LTD. This philosophy of trying to make a difference to the environment penetrates through

our employees to the process of manufacture and finally into our products.

Pollution Control Camps

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

technology compliant cars.

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.

Rain Water Harvesting

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

50% of the average annual rainfall at Maruti, into the Earth.



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-

Management relationship is therefore characterized by:

Participative Management.

Teamwork & Kaizen.

Communication and information sharing.

Open office culture for easy accessibility

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.

This structure ensures better communication and speedy decision-making processes. It

also creates an environment that builds trust, transparency and a sense of belonging

amongst employees.

The major players in small car segment are:

Hyundai Motors India Ltd

Telco

Fiat India Ltd

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,


SHANTESHA MOTORS PVT. LTD. sub – Rs 4 lakh models. And that mod-size and digger models can only provide the icing

on the cake, not the cake itself to any manufacturer.

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

frequently as his US or European counterparts. The Indica had to

upgrade their engines in less than one year after launch, the power steering option barely

a year after it hit the market.

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

heavyweight champion were over for good.

Brief description of major players in this segment.

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

quarter of the numbers that Maruti does.

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


SHANTESHA MOTORS PVT. LTD. introduced in the Indian market because it offered the optimum mix of space and

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

its value-price equation consistently right across different segments.

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

expected to target the Santro more than any other model.

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

lakh cars to 2 lakh cars per annum.



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

position in India could be seriously under threat.

Telco: The Home-Grown Challenger

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.

When the Indica hit the market, the consensus opinion was that Telco had goofed up 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

across different world markets, Telco can't.

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.

It is a smart strategy as it avoids taking any of the big guns head on. But in the long run,

Telco knows it has to take on its rivals in the mainstream markets as well. It is ramping up

capacity to 160,000 from the current 120,000 cars anticipating that it will get the demand.

But Telco is also the weakest player in the small car market - and unless it keeps

springing surprises,it could be the first casualty in this round of the car battles.



Fiat India Ltd:

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

Siena, Siena Weekend and the Palio.

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-

operation with all environmental organizations.



Fiat has ambitious plans for making India its operational hub and plans to invest one

billion US dollars in the coming years.

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

Lancia, the Ferrari, the Maserati and the Alfa Romeo.

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

manufacturers recyclable cars.

In the pipeline are ambitious plans to make India its operational hub in Asia in the future

and invest US $1 billion here in the coming years.



SHANTESHAMOTORSPVT.LTD.

INTRODUCTION:

SHANTESHA MOTORS PRIVATE LIMITED is an authorized dealer for Maruti

Udyog Ltd, for Marketing, Sales, Maruti Genuine Spares, Maruti Genuine Accessories,

Service and Repairs of Maruti range of vehicles.

HISTORY:

Shantesha Motors commenced operations on 20/5/2000 in Belgaum and is 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

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

surface stocking area of about 50 to 100 Maruti vehicles.

Quality Management System:


.


Shantesha Motors has a documented and established quality management system

to ensure that

The documentation structure of Shantesha Motors can be represented in the

following manner.

1. QULITY MANUAL

2. QULITY SYSTEM PROCEDURES

3. WORK INSTRUCTIONS AND CHECKLIST

4. FORMS AND RECORDS

5. REFERENCE STANDARDS AND EXTERNAL MANUAL

The quality manual describes the ISO 9001: 2000 standards adapted at

Shantesha Motors.

The quality management system procedure manual SM/BGM/PM/O 1 contents

the detail of how the processes in the organization are being conducted, control

and recorded and meet the customer demands

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.

All the external manuals and standards are controlled.

Management Commitment:

The management of Shantesha is committed to quality management system

through leadership and actions. The management shall provides the basic infrastructure

and continually upgrade the work environment.



The management is also committed to

The quality policy and quality objective of organization.

Ensures that the policy is understood, implemented and maintained at all the

levels of the organization

Ensure focus on the customer requirement throughout the organization.

Ensure availability of necessary resources.

Review the established quality management system periodically through the

management reviews.

Customer Focus at Sales:

The Field executives visit the customers and explain the features of the vehicle to

them

Demonstration and test drives shall be given whenever required.

The Performa invoice/price list terms and conditions will be given.

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 along with the receipt or payment made.

Any amendment required by the customer, it should be recorded on the order

booking forms

The delivery is insured as per the checklist duly explaining all the features

mentioned in the checklist.

Customer Focus at Service: a) The customer can book the vehicle for the

servicing/repairs either through the telephone or personally the front office.

b) The detail shall be entered in 'booking register' by the telephone operator.



c) The list of the vehicles shall be given to front office ~very morning to accept

the vehicles for servicing for that date.

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

to accept the vehicle.

f) Before accepting the vehicle, a mutually acceptable delivery time and date is

fixed with the customer.

g) The customer's consent shall be taken on the estimated cost of the

repair/service of the vehicle.

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

commencement of the work.

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

any change shall be recorded in the Job Order Card.

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.



The management's commitment to quality reflected in its quality

policy.

"We at Shantesha pledged to make quality a way of life through commitment to

continual improvement customer satisfaction and adhering to quality management

system"

The management ensure that the policy is understood implemented and maintained at all

levels of the organization and continual improvement in customer satisfaction.

At present our quality objectives are

We ensure that customer complaints do not exceed 8 per 10,000

vehicles.

We ensure that repeat job do not exceed 2 %

We ensure CSI of90% with minimum of 15% feed back

cards.

We ensure SSI of80% at sales with minimum of20% feedback

cards.

We ensure to conduct 3 free emission/service check camps per quarter.

We ensure to launch I incentive scheme per

month.

We ensure to conduct 4 internal audits and 4 MRM's per financial year of quality

management system.



QUALITY MANAGEMENT SYSTEM PLANNING

The quality plan at Shantesha Motors comprises the identification of the

following.

The various models of vehicles from Maruti Udyog Ltd sold and serviced at

Shantesha Motors.

The various types of services done 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



The various types of servicing done at Shantesha Motors.

Services-Free service and paid service.

Running repair.

Quick service repair.

Break down service.

The external manuals acquired from Maruti Udyog Ltd. To sell and service the

vehicles.

Sales policy bulletin

Marketing circulars

Service manuals

Service circulars

Service bulletin

Warranty bulletin

Spares parts price

catalogue

Spares parts price list

Spare parts procedure manuals

Spare parts

bulletin

Spare parts circulars

Maruti service quality standards

Customer care manual

Service marketing manual.



Competence Awareness and Training:

a) Recruitment is done as per MUL norms of education and

experience.

b) There exists well-defined system to identify and provide training to all the

personnel procedure No. SM/BGM/PR/12.

c) Induction training and on job training shall be provided

d) All concerned shall be trained on the latest sales/service/spares/bulletins/circulars

from MUL.

e) As per the MUL scheduled training programme Executives/Mechanics/Manager

will bed, eputed for training.

f) Training records shall

maintain.

Identification and Tracebility:

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.

2. Identification of vehicles at the service workshop shall be through vehicle model,

registration number and unique job order Nos.

3. Inspection and test status of service/repair of vehicles shall be identified through the

job order card.

4. Completed job order card and the stamp of the final inspector shall identify Final OK

vehicles.



5. Identification of spare parts shall be in the form of part Nos., as per Maruti

guidelines.

6. Identification of new vehicles is by its colour, model, chassis and engine Nos., MUL

Invoice, stockyard register.

Traceability:

1. Traceability shall be established though vehicle registration No. Job order number

and the date of job order.

2. Traceability of new vehicle at stockyard is established through chassis and engine No,

keyno., and parking slot No.

Monitoring and Measurement:

Customer Satisfaction:

1. Feedback received from the customer on their perception and service experience

customer satisfaction measure (percentage) is generated using software supplied by

Maruti Udyog Ltd.

2. Results of customer satisfaction measure are discussed in the management review

meetings and counter measure for the continual improvement is initiated.

Internal Audit:

There is a well-defined procedure No.: SM/BGM/04 to conduct internal audit and

examine

the implementation of Quality Management System.



Monitoring and Measurement of Processes:

1. Pre-sales process is monitored and measured by the number of enquires and the

closure of sales.

2. Sales process is monitored customer personal docket checklist, commitment and

delivery, SSI%.

3. In service, repeat jobs, customer complaints, feedback card %, CSI%, PSF%, final

inspection are monitored.

4. Statistical graphs are used to indicate the measures.

Improvement

Continual Improvement

Shantesha Motors, Belgaum shall continually improve the effectiveness of the Quality

management System through commitment to Quality policy, Quality objectives as well

as use of audit results, management review meeting decisions, analysis of data, corrective

and preventive actions.

Corrective Action:

There is a documented system procedure No. SM/BGM/PR/05 to implement corrective

action on all the non-conformities arising from:

Customer complaints

Repeat Jobs

System Non Compliances

Post Service Follow Ups

Post Sales Follow ups

CSI negative feedback



SSI negative feedback

Road test

Final inspection

Internal Audit findings

Supervision by supervisor\ Work Managers

External Audits.

Preventive Action

There is a documented System Procedure No.SM/BGM/PR/06 to identify

potential Non-Conformities like recurring Non-Conformities determined from Repeat

job, Final Inspection, washing Quality as well as for potential Non-Conformities

determined during MRM, Meetings and Audits and Analysis of Customer Feedback.



Introduction about Swift car

SWIFT

Window to Swift

Maruti Swift, the car of the year, was launched in May

2005. It is a new kind of compact car with a fresh

approach to design and development. The Swift is

more eye-catching, more spacious, more refined and

more user-friendly. It is a whole lot of enjoyable to

drive than anything else in the compact-car category.

Company

Segment Biggest USP

Maruti Suzuki 'B'Eye-Catching

Design

MARUTI SWIFT 2007 - Diesel

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.



MARUTI SWIFT (DIESEL)You’r the fuel

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

diesel model is Rs. 5.4 lac.

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

weight of 85 kgs. The 1.3L Multijet engine is sure to capture the compact car segment

and is a perfect beauty. However, if you are looking at more space and head roof Maruti

Swift 2007 is not the car for you.

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

specifications of 16 valve 4-cylinder, 1300 cc engine generating power of solid 87bhp @

6000 rpm.

Maruti swift is equipped with various safety features and well advanced equipments.

Model Variants

Maruti Swift LXi



Maruti Swift VXi

Maruti Swift ZXi

Color Variants

Solid Bright Red

Metallic Garnet Orange

Metallic Mint Frappe

Metallic Beam Blue

Metallic Silky Silver

Metallic Crystal Gold

Metallic Azure Grey

Metallic Midnight Black

Celebrities on car:

“Cheeky, bold, highly distinctive. Achieving a rare emotion quotient,

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.

MARUTI UDYOG LTD SWIFT ZXi

TECHNICAL SPECIFICATIONS OF MARUTI SWIFT



Body Type

Body Type : Hatchback

Number of doors : 5

Seating capacity : 5

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

synchromesh in all gears,



one reverse

Gear ratios : 1st 3.545 4th 0.966

2n

d 1.904 5th 0.757

3rd 1.280 revers

e 3.272

Dimensions

Overall length : 3695mm

Overall width : 1690mm

Overall height : 1530mm

Wheelbase : 2390mm

Track Front : 1470mm

Rear : 1480mm

Ground clearance : 170mm

Minimum turning

radius: 4.7 metres

Luggage capacity : 232 litres (with seatback raised)

368 litres (with seatback folded)



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

Tyres : 165/80 R14 / 185/70 R14 (tubeless)

Weights

Kerb weight :980 kgs. [LXi] / 1000 kgs. [VXi] /

1010 kgs. [ZXi]

Gross vehicle

weight: 1415kgs

Maximum speed : 160kmph



Fuel tank

capacity: 43 litres

Source : http://www.marutiudyog.com/

Awards

BS Motoring: Car of The Year

CNBC: Car of The Year

Best Value for Money Car

Best Design And Styling

Viewer's Choice

NDTV Profit: Small Car of The Year

BBC Top Gear: Design Car of The Year

Overdrive: Car of the Year

Price Tag

Between Rs. 4 Lakhs to Rs. 5.60 Lakhs.

Color Variants

Swift


http://www.marutiudyog.com/


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.

Elements: Research includes Swift car owners in Belgaum city.

SAMPLE FRAME: Owners of Swift car .

SAMPLING SIZE: The total sample size consists of 100 respondents.

SAMPLING METHOD: Belgaum city has maximum Swift cars. in that the

information collected from accurate.



RESEARCH DESIGN

Statement of the problem

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 has brought into market, number

of new cars entered into Indian market ..

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:

The study will provide solutions to the problem of the management.

To know the reason why people opt four-wheeler To know the features considered by the customers while purchasing a Swift

car.




To know the reason for preferred only Swift car

3 Specification of information required:

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.


DATA COLLECION METHOD:

The information necessary for this survey is collected by tapping primary and

secondary data.

Primary data:

a) Questionnaire

b) Personal interaction

Secondary data:

a) Related information from Internet:

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

observations into descriptive statements and information about relationship.

Data collection Method:

In order to achieve objectives of this project study, it was very necessary to

collect data for different information required.

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

interview with the respondents.

Secondary data:

Secondary data is the data, which is not gathered for the immediate study at hand

but for some other purposes.

Secondary data for the research is collected through magazines like Business

World, newspapers , Auto magazines and internet etc.,

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

observations into descriptive statements and information about relationship.

Hence concerned to this project method of analysis the data will be graphical

method, Simple selected method.



Research Analysis

Results and discussion with Graph

Research findings

Recommendation

Conclusion



ANALYSIS AND INTERPRETATION

Q1. Why did you opt for a four-wheeler?

Frequency Percent Valid

Percent

Cumulative

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

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.



Q2.How did you get to know about Swift car


Percent

Cumulative

Percent

Valid TV Ads 33 33.0 33.0 33.0

Existing

customers

21 21.0 21.0 54.0

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

Interpretation: From the above graph shows that 33% of the respondents came to know

of Swift car through TV ads,24% of the respondents through magazines,21% of the

respondents through the existing customers and 12% of respondents from friends,10%

of respondents through internet. The above graph explained that majority of respondents

are TV ads and Magazines.



Q3.Why did you preferred only Swift car


Percent

Cumulative Percent

Valid Mileage 6 6.0 6.0 6.0

Aesthetics 46 46.0 46.0 52.0

Safety

Feature

18 18.0 18.0 70.0

Luxuries 30 30.0 30.0 100.0

Total 100 100.0 100.0

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.



Q4.State the level of satisfaction of swift car service provided by SHANTESHA

MOTORS PVT LTD


Percent

Cumulative

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

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

increased growth economically.



Q5.Please rank the following features in the order of priority while making a buying

decision for a four wheeler


Percent

Cumulative

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

ce

19 19.0 19.0 100.0

Total 100 100.0 100.0

Interpretation: The above graph reveals that the rank wise percentage of customer

preference measures attributes of cars.39% of the respondents are ranked for

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

majority of respondents are aesthetic, price and mileage of Swift car.



Q6.Which of the following facilities/Services do you expect from Dealer


Percent

Cumulative

Percent

Valid Quick Service 43 43.0 43.0 43.0

Informative Salesman 31 31.0 31.0 74.0

Prompt Discount on

spares

21 21.0 21.0 95.0

Finance Facilities 5 5.0 5.0 100.0

Total 100 100.0 100.0

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

respondents prefer facility of prompt discount on sales and 5% of respondents prefer

facility of finance facilities. The majority of the respondents are for quick services and

informative salesman.



Q7.How do rate the following in the Swift car

Frequ

ency

Percent Valid

Percent

Cumulative

Percent

Valid Price 56 56.0 56.0 56.0

Style 28 28.0 28.0 84.0

Maintenance 9 9.0 9.0 93.0

Fuel efficiency 7 7.0 7.0 100.0

Total 100 100.0 100.0

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

new change according to lifestyle changes.



Q8.If you were to buy a new car which means of Finance would you Prefer


Percent

Cumulative

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

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.



Q9.SWIFT Car has been created resurrecting brands in the market


Percent

Cumulative

Percent

Valid Strongly

agree

54 54.0 54.0 54.0

Agree 46 46.0 46.0 100.0

Total 100 100.0 100.0

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

growth in the market.



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%

of the respondents Need is considered as the second considerable feature and11%

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

through magazines, 21% of the respondents came to know through existing

customers and 12% of the respondents through friends, only 10% of the

respondents came to know through internet.

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

few for 6% for the mileage.

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

satisfied nor dissatisfied and only 8% of the respondents are dissatisfied.



5. Among the respondents surveyed, Thirty-nine (39%) of the respondents preferred

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

Aesthetics and Price.

6. It is found that 43% of the respondent prefer Quick service as the most preferred

facilities\services expected from the dealer and the next preferred

facilities/services is 31% of the respondents prefer for informative salesman and

21% of the respondents prefer for prompt discount.

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

with exponential growth..



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

to attract and retain customers towards brand of company.

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

provide it promptly to its customers after sales.

3. Company should need to provide most effective service to its customers through

developing their own new strategies and improvements .

4. Online sales promotion have been booming in recent years due to the over –whelming

popularity of internet, So company should inculcate this promotional activity for

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

give information regarding loan concerned. .

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

I am pleased to introduce myself as MBA student of PEST’s Belgaum institute of

management of studies Belgaum .As a part of curriculum I have undertaken study to

measure the satisfaction level of swift car owners and to suggest appropriate measure to

enhance the sales at Belgaum city.

1. Name and Address

Contact No:

2.What is your occupation?

Executive Govt Employee

Sales person professional Self employed

Student Any other specify

3. Why did you opt for a four-wheeler a. Need b. comport

c. Status d. Stylish Any other specify

4. How did you get to know about Swift car

a T.V Ads b. existing customers

c. Magazines d. Friends

e. Internet f. Any other Specify

5.Why did you preferred only Swift car

a. Mileage b. Aesthetics

c. Safety features d. Luxuries

e Any other specify



6.State the level of satisfaction of Swift car service provided by SMPL

a. Complete satisfied b. Satisfied

c. Neither satisfied d. Dissatisfied

e Some what satisfied f. Complete dissatisfied

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

8.Which of the following facilities /services do you expect from dealer

a. Quick service b. Informative salesman

c. Prompt discount on d. Finance facilities

e. Accessories

Discount on spares Loan counter

Home Delivery Validity of spares

9.What are the attributes of your car Swift car

Price: very expensive Expensive Reasonable

Style Very style Style Plain

Maintenance Very easy Easy Difficult

Fuel efficiency Excellent Good Poor



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

11.Swift car has been created resurrecting brands in the market

a. Strongly agree b. Disagree

c. Neither agrees d. Strongly Disagree

12.Please Share your experience with Swift car

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THANK YOU



BIBLIOGRAPHY

REFERANCE BOOKS:

Marketing research : Tull and Hawkins

Global CEO : Magazines

Corporate today : Magazines

Auto magazines

INTERNET WEBSITES :

WWW.MARUTIUDYOG.COM


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