questionnaire on customer satisfaction in maruti suzuki

Abstract

The main aim and objective of study is to find out customer satisfaction of Maruti cars and to find the satisfaction level regarding the opinions, attitudes, and perception of consumers using Maruti vehicles. The main basis on which customer satisfaction level analyzed towards Maruti vehicles are price, spare parts availability, mileage, and maintenance cost of the car. Customer satisfaction depends on a product’s perceived performance in delivering value relative to a buyer’s expectations. If the product’s performance falls short of the customer’s expectations, the buyer is dissatisfied. If performance matches expectations, the buyer is satisfied. If performance exceeds expectations, the buyer is satisfied. If performance exceeds expectations, the buyer is delighted. The data collected in this research is primary data and secondary data. The primary data is collected through the mode of questionnaire. The sample size of research is 100. The research gives information about the customers are satisfied with Maruti vehicles because of factors like availability of spares, service given at service station, low maintenance cost, and price of vehicle is less when comparing to other brands present in the market. The customers are really looking for the good pickup vehicles in the Maruti brand. By this we can say that company need to concentrate on fuel efficient and attractive design cars to attract the all age groups. Out of 100 respondents it is observed that 83% of respondents are feeling that the overall performance of the Maruti vehicles is good, and 17% of respondents are feeling that the overall performance of Maruti vehicles is excellent.

Introduction

If you have travelled in India, taken a route to anywhere around this great nation, chances are you’ve driven with us. For over three decades now, Maruti Suzuki cars have been going places. We started out in 1982 in Gurgaon, Haryana. Little did the then quiet suburb of New Delhi know, that it was going to become the epicenter of the automobile revolution in India. The year marked the birth of the Maruti Suzuki factory. India turned out 40,000 cars every year. The new Maruti Suzuki 800 hit the streets to begin a whole new chapter in the Indian automobile industry. We set out with an obsession for customer delight, one that was unheard in the corridors of automobile manufacturers then. It was about a commitment to create value through innovation, quality, creativity, partnerships, openness and learning. It created a road that was going to lead the world in to a whole new direction, laid out by Maruti Suzuki. Today, Maruti Suzuki alone makes 1.5 million Maruti Suzuki family cars every year. That’s one car every 12 seconds. We drove up head and shoulders above every major global auto company. Yet our story was not just about making a mark. It was about revolutionary cars that delivered great performance, efficiency and environment friendliness with low cost of ownership. That’s what we call true value. We built our story with a belief in small cars for a big future. Our story encouraged millions of Indians to make driving a way of life. India stepped up with our vision to take on the fast lane. A comradeship had begun. Something incredible had begun. So, what drives us? Millions of Indians who’ve put their faith in us. A team of over 13200 dedicated and passionate professionals that turned out 15 car models with over 150 variants. The drive is backed up by a nationwide service network spanning over 1500 cities and towns and a sales network that spreads across 1471 cities, 2 state of art factories, which together turn out 15 lakh cars annually. And a commitment to make Indian roads safer through a network of training infrastructure that imparts driving skills. Finally, our inspiration comes from one place – India’s hopes, dreams and aspirations. The Maruti Suzuki journey has been nothing less than spectacular. But to be honest, we’ve only just begun.

The main aim and objective of study is to find out customer satisfaction of Maruti cars
and to find the satisfaction level regarding the opinions, attitudes, and perception of
consumers using Maruti vehicles.
The main basis on which customer satisfaction level analyzed towards Maruti
vehicles are price, spare parts availability, mileage, and maintenance cost of the car.
Customer satisfaction depends on a product’s perceived performance in delivering
value relative to a buyer’s expectations. If the product’s performance falls short of the
customer’s expectations, the buyer is dissatisfied. If performance matches expectations,
the buyer is satisfied. If performance exceeds expectations, the buyer is satisfied. If
performance exceeds expectations, the buyer is delighted.
The data collected in this research is primary data and secondary data. The
primary data is collected through the mode of questionnaire. The sample size of research
is 100.
The research gives information about the customers are satisfied with Maruti
vehicles because of factors like availability of spares, service given at service station, low
maintenance cost, and price of vehicle is less when comparing to other brands present in
the market.

Maruti Suzuki India Limited, formerly known as Maruti Udyog Limited, is an automobile manufacturer in India. It is a subsidiary of Japanese automobile and motorcycle manufacturer Suzuki Motor Corporation.[8] As of January 2016, it had a market share of 47% of the Indian passenger car market.[10] Maruti Suzuki manufactures and sells popular cars such as the Alto, Swift, Zen, Celerio, Swift DZire, SX4 and Omni.[11] The company is headquartered at New Delhi. In February 2012, the company sold its ten millionth vehicle in India.

History
Maruti Udyog Limited was established in February 1981, though the actual production commenced only in 1983. It started with the Maruti 800, based on the Suzuki Alto kei car which at the time was the only modern car available in India. Its only competitors were the Hindustan Ambassador and Premier Padmini. Originally, 74% of the company was owned by the Indian government, and 26% by Suzuki of Japan. As of May 2007, the government of India sold its complete share to Indian financial institutions and no longer has any stake in Maruti Udyog.

Chronology
Under the Maruti name
In 1970, a private limited company named Maruti technical services private limited (MTSPL) was launched on November 16, 1970.[relevant? – discuss] The stated purpose of this company was to provide technical know-how for the design, manufacture and assembly of "a wholly indigenous motor car". In June 1971, a company called Maruti limited was incorporated under the Companies Act. Maruti Limited went into liquidation in 1977. Maruti Udyog Ltd was incorporated through the efforts of Dr V. Krishnamurthy.
Affiliation with Suzuki
In 1982, a license & Joint Venture Agreement (JVA) was signed between Maruti Udyog Ltd. and Suzuki of Japan. At first, Maruti Suzuki was mainly an importer of cars. In India's closed market, Maruti received the right to import 40,000 fully built-up Suzukis in the first two years, and even after that the early goal was to use only 33% indigenous parts. This upset the local manufacturers considerably. There were also some concerns that the Indian market was too small to absorb the comparatively large production planned by Maruti Suzuki, with the government even considering adjusting the petrol tax and lowering the excise duty in order to boost sales. Finally, in 1983, the Maruti 800 was released. This 796 cc hatchback was based on the SS80 Suzuki Alto and was India’s first affordable car. Initial product plan was 40% saloons, and 60% Maruti Van. Local production commenced in December 1983. In 1984, the Maruti Van with the same three-cylinder engine as the 800 was released and the installed capacity of the plant in Gurgaon reached 40,000 units.

In 1985, the Suzuki SJ410-based Gypsy, a 970 cc 4WD off-road vehicle, was launched. In 1986, the original 800 was replaced by an all-new model of the 796 cc hatchback Suzuki Alto and the 100,000th vehicle was produced by the company. In 1987, the company started exporting to the West, when a lot of 500 cars were sent to Hungary. By 1988, the capacity of the Gurgaon plant was increased to 100,000 units per annum.

Market liberalisation
In 1989, the Maruti 1000 was introduced and the 970 cc, three-box was India’s first contemporary sedan. By 1991, 65 percent of the components, for all vehicles produced, were indigenized. After liberalization of the Indian economy in 1991, Suzuki increased its stake in Maruti to 50 percent, making the company a 50-50 JV with the Government of India the other stake holder.

In 1993, the Zen, a 993 cc, hatchback was launched and in 1994 the 1298 cc Esteem was introduced. Maruti produced its 1 millionth vehicle since the commencement of production in 1994. Maruti's second plant was opened with annual capacity reaching 200,000 units. Maruti launched a 24-hour emergency on-road vehicle service. In 1998, the new Maruti 800 was released, the first change in design since 1986. Zen D, a 1527 cc diesel hatchback and Maruti's first diesel vehicle and a redesigned Omni were introduced. The 1.6 litre Maruti Baleno three-box saloon and Wagon R were also launched.

In 2000, Maruti became the first car company in India to launch a Call Center for internal and customer services. The new Alto model was released. In 2001, Maruti True Value, selling and buying used cars was launched. In October of the same year the Maruti Versa was launched. In 2002, Esteem Diesel was introduced. Two new subsidiaries were also started: Maruti Insurance Distributor Services and Maruti Insurance Brokers Limited. Suzuki Motor Corporation increased its stake in Maruti to 54.2 percent.

In 2003, the new Suzuki Grand Vitara XL-7 was introduced while the Zen and the Wagon R were upgraded and redesigned. The four millionth Maruti vehicle was built and they entered into a partnership with the State Bank of India. Maruti Udyog Ltd was Listed on BSE and NSE after a public issue, which was oversubscribed tenfold. In 2004, the Alto became India's best selling car overtaking the Maruti 800 after nearly two decades. The five-seater Versa 5-seater, a new variant, was created while the Esteem was re-launched. Maruti Udyog closed the financial year 2003-04 with an annual sale of 472,122 units, the highest ever since the company began operations and the fiftieth lakh (5 millionth) car rolled out in April 2005. The 1.3 L Suzuki Swift five-door hatchback was introduced in 2005.

In 2006 Suzuki and Maruti set up another joint venture, "Maruti Suzuki Automobiles India", to build two new manufacturing plants, one for vehicles and one for engines.[17] Cleaner cars were also introduced, with several new models meeting the new "Bharat Stage III" standards. In February 2012, Maruti Suzuki sold its ten millionth vehicle in India. For the Month of July 2014, it had a Market share of >45 %.